ComplaintsforHorror Merch

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase on Oct 3 2024. I have received no information about it being processed, shipped, or anything else. I've tried to contact their customer service but they have no number, no chat, no email or anything to contact them. I've filled out numerous pages for their "contact" and have gotten nothing back. They also used to pop up on FB and now they don't and think they may have blocked me for putting bad reviews on their posts since they refuse to contact me. I feel like they've taken my money and ran. I ******* their reviews and apparently other people haven't gotten their orders before as well while others actually did.

  Business response

  10/17/2024

  As this was purchased October 3, 2024 - it is still in production as it is listed as MADE TO ORDER item prior to customer purchase and within the terms and conditions they agreed to prior to purchase

  Customer Agreed to the Terms and Conditions on
  Thu Oct 03 2024 19:49:36 GMT-0400 (Eastern Daylight Time)

  Once it is printed and shipped, it will be received by the customer as it is still under 60 days from purchase and currently at the print shop that prints these designs

  Customer response

  10/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

  Business response

  10/23/2024

  Shipped with tracking link

  *******************************************************************************************;

  14 business days (less than 30 physical days) from purchase

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made an order for 4 Funko Pop figures on August 14th. Today is October 16th. No updates. The toys are in stock. It's impossible to contact them. I want to support them rather than a giant retailer, but no communication and excessively late shipping makes this difficult to do moving forward. I would like the figures shipped **** or to receive a full refund (not store credit).

  Business response

  10/17/2024

  As this was purchased 60 days ago it is already in process to ship what is available and refund what has not arrived. 

  Customer response

  10/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.  I'm disappointed two months went by and it took a formal complaint being issued before any communication with the company.  My suggestion is that like most reputable businesses they adopt a direct help email that offers 1 to 1 communication regarding orders, rather than send out blanket responses.  If this is in the process of shipping, I'd like to believe this means immediately, and I would certainly hope that I will be sent proof of refund which is customary with any cancelled transaction.
  
  Regards,
  
  ***** ******

  Business response

  10/22/2024

  two figures shipped

  **********************************************************************************

  two figures refunded

  $21.58 USD refund was deducted from your Oct 20, 2024 payout.
  8:19 PM

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased Terrifier - Art The Clown (Turns ****** In Cold Water) [Figure] 1 Art The Clown on February 27th, 2024. I knew it was an item waiting for restock. I reached out on July 12th after looking at my order online because said the Shipment was on its way on June 24th, yet I had received any tracking information. Thinking this was an error, I reached out. They sent automated messages but I was trying to see if there was even an approximate date of when I might get the product. I was met with ***** answers regarding the potential for me to move and they provided tracking information for another order that I placed the previous year. I received that order, however I believe I have been duped with this one. I've been extremely patient but when I check the website there are updates made on the product (once there were only a certain amount left, now the product is listed as sold out). I believe they are purposely overlooking my order now because I reached out. They are clever because they put on their website that they don't provide refunds, however, they aren't providing the product to a plethora of people. I want the product I paid for and will no longer be shopping here. If I can't get that, I would like my money back because it is fraud to have someone pay for an item you don't intend on sending.

  Business response

  09/30/2024

  As the customer was notified that they were already inline for a refund - they have been bumped up and have been refunded. 

  Business response

  09/30/2024

  As the customer was notified that they were already inline for a refund - they have been bumped up and have been refunded. 

  Customer response

  10/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I was not informed of the refund before the response to this complaint, however I have received my refund so I am willing to resolve. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  09/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made an order about a month ago and nothing has shipped. The items are in stock on their website.

  Business response

  09/17/2024

  
  As listed prior to purchase within:
  - the product description (prior to purchase)
  - cart and checkout (prior to purchase)
  - terms and conditions (prior to purchase)
  Customer Agreed to the Terms and Conditions on
  Tue Aug 20 2024 13:27:03 GMT-0500 (Central Daylight Time)
  and your
  - purchase receipt
  - emails sent to you
  - social media responses
  
  some of these items are "Arriving Soon" prior to purchase
  
  Also as listed, and per OHIO law, we have up to ************************************************************* refund it after.
  
  Posting here, social media, etc, will not speed up the arrival of these items to ship them to you.
  
  Further tracking updates will be sent once your items arrive, as listed prior to purchase.
  
  any further third party sites (as it is still within the 60 days of shipping per OH law) will be notified of this issue as well

  Customer response

  09/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22290423
  
  I am rejecting this response because: 
  Several items says that they are in stock and nothing has shipped. 
  Regards,
  
  *********** ******

  Business response

  09/17/2024

  Customer ordered less than a month ago - two items are listed as arriving soon - they have also posted to multiple other review sites, social media etc.
  
  The two items are arriving later this week and will ship shortly - but this is still under 30 days from purchase.
  -------------------------
  As listed prior to purchase within:
  - the product description (prior to purchase)
  - cart and checkout (prior to purchase)
  - terms and conditions (prior to purchase)
  Customer Agreed to the Terms and Conditions on Tue Aug 20 2024 13:27:03 GMT-0500 (Central Daylight Time)
  and your
  - purchase receipt
  - emails sent to you
  - social media responses
  
  some of these items are "Arriving Soon" prior to purchase
  
  Also as listed, and per OHIO law, we have up to ************************************************************* refund it after.
  
  Posting here, social media, etc, will not speed up the arrival of these items to ship them to you.
  
  Further tracking updates will be sent once your items arrive, as listed prior to purchase.
  
  any further third party sites (as it is still within the 60 days of shipping per OH law) will be notified of this issue as well

  Business response

  09/19/2024

  The remaining items awaiting arrival came in yesterday and this shipment will be picked up today via USPS
  **********************************************************************************
  
  As a note, this was also shipped less than 30 days from purchase.

  Customer response

  09/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********** ******

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed my online order 6/21/2024 ORDER #********. Order was in the full amount of $37.56. Today is 8/29 and the merchant has not fulfilled the order nor have they reached out with any updates. I have also emailed their support desk and have not received a response. I emailed this store 8/28 seeking a refund in the full amount. The store owners will find any excuse to not help. This store has scammed hundreds of other people. I wish I would have known this before being scammed too. Local news station is investigation the business practices of this company and the story report should be out soon. 

  Business response

  08/30/2024

  The customer has been refunded this morning - so assuming next tue/wed when banks are back open.
  
  
  

  Customer response

  08/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22215981
  
  I am rejecting this response because: No refund has been issued. Until monies reflect on my bank statement, I will not accept the response from Horrormerch.com. 
  

  Once refund has been confirmed by my financial institution, then I will accept the response from Horrormerch.com. 

  
  Regards,
  
  *************************

  Business response

  09/04/2024

  September 1
  
  $37.56 USD refund was deducted from your Sep 3, 2024 payout.

  As it may take 2-5 business days - please contact your billing provider for further information. Continually responding here or other 3rd party sites will not speed up this process as it is in the hands of your billing provider and out of our account. 

  Business response

  09/11/2024

  this was previously refunded - customer should have updates as of last week. 

  Business response

  09/11/2024

  Re: Shadow Graphics / (New) ************************* - ********
  
  ********************************** 2:16 PM (3 minutes ago) to me, *****
  
  Complaint ******** is still open within the BBB
  
  Customer was refunded prior to the holiday and should have received shortly after.
  
  Please advise as it it has not been sent to the customer to ask for clarification as of yet.

  Business response

  09/12/2024

  Re: Shadow Graphics / (New) ************************* - 22215981
  
  ********************************** 8:31 AM (30 minutes ago) to me, *****
  
  On sept 4th I posted
  
  "September 1
  
  $37.56 USD refund was deducted from your Sep 3, 2024 payout.
  
  As it may take 2-5 business days - please contact your billing provider for further information. Continually responding here or other 3rd party
  sites will not speed up this process as it is in the hands of your billing provider and out of our account. "
  
  this would be 2-5 business days from Sep 03. That would be Sep 06-09.
  
  I have a call with the **** tomorrow and wanting to get all cases closed as this was refunded on during the holiday.

• Initial Complaint

  08/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  This communication is regarding Order #******** placed to this business on Feb 6, 2024. I've contacted several times. The order is for 4 items of which 2 items have been received and 2 have not. The company will not issue a refund or advise if the remaining 2 items are shipping.The items missing are:- Scream, Call Me, Tshirt - Scream, Poster, Tshirt

  Business response

  08/26/2024

  These items were already in line for a refund. 

  As they were purchased for 20% off, we can only refund what was paid at the time of purchase

   

  Scream - Call Me (Cartoon - White) [Mens Shirt]
  $23.991
  
  Scream - Poster [Mens Shirt]
  $24.00

  these 2 items have been refunded

   

  Customer response

  09/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The business should note they did not refund me for the portion of shipping that also applied, but letting this go.
  
  Regards,
  
  *******************************

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed this order more than 1 year ago try to contact them about an item I havent received and they dont respond , I havent received the elviva collectible

  Business response

  08/22/2024

  As you were sent a merch voucher - you used that merch voucher on a different purchase.

  
  #********
  February 21, 2024
  USPS tracking number
  9434611206217094462300
  CompleteDelivered
  Delivered on
  Friday, March 1, 2024

  
  the remainder of this purchase has been refunded to the merch voucher sent - as this is over18 months old it is not able to be refunded.

  Business response

  08/23/2024

  Customer used ******************** voucher refund for new purchase 

  #********
  August 22, 2024 at 5:14 pm from Online Store

  will have tracking shortly.

  Business response

  08/23/2024

  Shipped with tracking link

  **********************************************************************************

  Customer response

  09/04/2024

  Thanks for all your help my issue was completed they send me I gift card with my money to use again on their website they dont refund our money back but I got my gift card and my issue is resolved thank you so much 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order and paid for a They Live - ***************** figure totaling $47.02 on May 19th 2024. The figure has been available (even on their own site) for months now. It's August 16th and I have not received the item (ordered as a birthday gift that is now long past). They have the worst (nonexistent) customer service. Hundreds of poor reviews on different sites and that is the reason they do not allow post on any of their socials. There are 11 pages of bad reviews for this company on the BBB site alone. Looks like they love to blame everyone but themselves for their poor business practices.

  Business response

  08/16/2024

  already refunded

  A $47.02 USD refund is pending.
  
  
  

  Customer response

  08/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 8/29/23 I placed a pre-order for a collectable figure that was to be released July/August 2024. The order number is ******** for a total of $64.74. The item was released in July this year and no shipment has been made. The item has been removed from their website and there has been no communication from the company. When trying to reach them, you can only use their online form which just creates an automated email loop with no information stating "please visit your direct product for further information." They have removed it from their website so I cannot do that. I have reached out via social media messages to no avail or response what so ever. Now I'm searching online and finding many similar issues people are having with Horrormerch.com. I'm starting to believe that they are not a legit business and stealing people's money. There is no customer service to speak of and one cannot reach them at all. Can you look into their operations? At this point I realize I will never get my order or money back but I do not want others to fall prey to this company. Thank you.

  Business response

  08/09/2024

  As we have already contacted the customer - they are in line for a refund and will receive one when we reach their spot in line

  Customer response

  08/09/2024

  Here is a copy of the purchase confirmation email from them. They have not contacted me at all like they said (Junk mail/spam checked). I fear this is an automated response and if I accept the company's response and close this complaint, the refund will never come since stated "when we reach their spot in line." Thank you for the help!

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22111662
  
  I am rejecting this response because: Here is a copy of the purchase confirmation email from them. They have not contacted me at all like they said (Junk mail/spam checked). I fear this is an automated response and if I accept the company's response and close this complaint, the refund will never come since stated "when we reach their spot in line." Thank you for the help!
  
  Regards,
  
  ***********************

  Business response

  08/09/2024

  Rejecting this will not speed up the refund process as there are other customers currently ahead of you waiting for refunds. 

  As we have already contacted the customer - they are in line for a refund and will receive one when we reach their spot in line. 

  Customer response

  08/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. If the refund never comes I will open an additional complaint. However, I will give the company time to process. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a pre-ordered item back in March 2024. Never received email notifications for this product. Checked the item status on the Horrormerch site and the item was "Fulfilled" June 24, 2024. The useless automated email for questions doesn't give any help. There is a "Track Your Package" link in my Horrormerch account, but it loops you in a circle. Its now July 27, 2024. Does it take a full month to ship a product? They fail to deliver on the product purchase. I want my money back, in full, no restocking fee, or in-store credit/gift card wanted. Just my money. Numerous people said the company retaliates against complaints and charge a restocking fee and/or only offer gift cards instead of full refunds. I do not even want the item anymore. Unreal. This is theft.

  Business response

  07/30/2024

  As per your previous reviews  - listed at the time of purchase, we are not able to offer purchase support via social media. Posting negative comments on social media may limit your posting abilities.
  
  Please visit your purchase receipt for further information regarding "ARRIVING SOON" items as listed at the time of purchase.
  
  Nosferatu - ********************* [Figure]
  ********************* - Arriving Soon
  
  Posting on third party sites will not speed up any shipments or refunds. Please visit the previous emails for further information

  Business response

  07/30/2024

  The previous "more information" was incorrect as this was mistaken for a previous multiple review poster and was copied/pasted - it does not apply to this case. The response to the customer is currently correct and awaiting refund after they were posting negative on social media. 

  Customer response

  07/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22055115
  
  I am rejecting this response because: 

  Tacky automated template response. My concerns weren't addressed, read or given consideration. Concerning the blocking on social media, they never replied to my message, but answered a question someone else had about the materials of t-shirts. I was blocked for asking about shipping. It's not that they CAN'T respond via social media, but refuse to acknowledge they're swindling people. Must be nice to take the money and the hide behind a computer screen, knowing your customers can't get ahold of anyone via email, phone, or social media. 

  Their policies state that 50 days after your order is placed, you will receive an email confirmation that you HAVE to acknowledge or they cancel the order. Never received any such email. Further, 60 days after your order is placed, and nothing has arrived or been communicated, you can ask for a refund. This is the only time frame given. It's been 146 days since my order was placed.

  I want my $45.47 refunded to me, in full. I don't want the product now. No gift cards/credits (cause why would I want to go through this again), and no restocking fee attached. These Orlok figures are now available via other sites, so it's not as though the manufacturer/supplier isn't getting them out. 

  Regards,
  
  ***********************

  Business response

  08/06/2024

  -As we have not yet reached refunds for March as of yet, and that this item was restocked, it has been shipped with tracking link

  **************************************************************************************

  We recommend the customer contact their local post office for further details as it will be picked up Aug 07 via USPS

  Business response

  08/07/2024

  Please update this as active as the customer is already aware that the item has shipped.

  Tracking Number:
  

  9400111105501912972714
  

  Expected Delivery by
  Friday9 August2024by
  9:00pm
  USPS picked up your item at 1:40 pm on August 7, 2024 in *********************

  Business response

  08/08/2024

  Shipped **********************************************************************************
  

  Expected Delivery by Friday 9 August 2024 by 9:00pm
  

  Your item has left our acceptance facility and is in transit to a sorting facility on August 7, 2024 at 4:32 pm in *********************

  Business response

  08/09/2024

  This response was not available via the BBB prior to this email. As updated information was posted to the BBB on Aug 6 and the case was still not updated - that is the reason for this email.
  
  We do not have the ability to respond to social media, as we can not connect "*********" or a "***************" to a purchase. If the customer has an issue, they can contact the helpdesk before contacting the BBB or other third party sites to resolve it before it escalates.
  
  The item is already being delivered - we have no further action available.
  ----------
  Expected Delivery by
  Friday 9 August
  by 9:00pm
  Your item arrived at our ******** OH DISTRIBUTION CENTER origin facility on August 9, 2024 at 9:20 am. The item is currently in transit to the destination.
  
  **********************************************************************************
  ----------
  As the customer has posted on numerous review sites, forums, etc, and that this previous interaction FROM the customer was not available until they directly contacted BBB regarding the finalization of this case, further response is not needed as the item is being delivered today.

  Business response

  08/16/2024

  Your item was delivered in or at the mailbox at 11:21 am on August 12, 2024 in ******, IL *****.

  Customer response

  08/28/2024

  I'm done talking to the company when they had every opportunity to discuss this with me when I reached out on their ******** account. Instead I was blocked. What made me pull a ***** was them not acknowledging me, but NOW they want me to continually respond and essentially them defend and deflect with word salad company policy. 

  It took me creating a firestorm to light a fire under them to send me the product. Yes, they sent the product a few weeks later. I got an email from the Ohio AG stating they refunded me my money as well. 

  This all could have been avoided. I would urge the BBB leave up the response, because until Horrormerch changes how they deal with customers and their logistics, people will continue to complain. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩