ComplaintsforDiamond Select Toys, LLC
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Complaint Details
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Initial Complaint
02/15/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
My business purchased a case of the Lord of the Rings Select Series 1 Action Figures back in December 2021 from EE Distribution. We recently discovered a dark circled stain on Legolas jacket when preparing an order for one of our customers. We asked Diamond Select for a replacement and was denied since we didn't purchase the item directly from them. Diamond Select obviously manufactured a defective product that we have purchased for resale. They are refusing to do anything for us. No replacement option, just nothing. The *** rep says to contact the supplier we got the item from, but we are well outside the return window of the supplier. *** should actually warranty products against defects whether we are within the return window of the supplier or not. This is a defective, unopened product, so why would *** not offer any service? We are surprised that a large corporation like Diamond Select would act without integrity when there is obvious fault on your end.Business response
02/24/2023
I'm sorry, this was a mistake on the part of our customer service representative. We do offer replacements for defective items that were not purchased from our store. However, that is an older item that we no longer have in stock. I will check in the home office when a staffer is there again next week (we are not in every day due to Covid) and see if we can locate an out-of-box replacement. I will let you know if we are able to locate one. If not, we can always substitute it with another in-stock figure from that line, if that is acceptable.
Sincerely,
************
Marketing Supervisor
Diamond Select Toys
********************************
Customer response
02/25/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
09/28/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I cancelled this ****** **** and it was confirmed canceled on 8/24, I am looking at the email confirmation of this also dated 8/24/22. I just received a charge and a notification of a new order **** placed TODAY 9/28 for the same item Snake Eyes Gallery Diorama *** XXXXX...that I DID NOT PLACE. THIS IS AN UNAUTHORIZED CHARGE and FRAUDULENT ORDER. There is no number to contact this business.Business response
11/02/2022
Business Response /* (1000, 10, 2022/10/14) */ We do not have a call center; communication is managed through our contact forms. We also assist with Customers request or concerns via social media. We received the request to cancel the Pre-Order shortly before processing our Pre-Orders, we cancelled the Order in our Store. Unfortunately, our system did not register the change and processed the Customer's Pre-Order in error. Immediately after the Customer brought the error to our attention, we voided the authorization and canceled the Order. Consumer Response /* (2000, 12, 2022/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Contact Information
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.