X-Men '97

Trunks3540 said:
BBTS has always done right by me. Its just odd they haven't emailed me back yet. Usually they're right on top of it, usually the next day at the latest. But its been 3 business days now so... it probably just has something to do with them being in Minnesota.

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Don't get me wrong:

I bitch BECAUSE this is so out of character. Maybe I caught "Tom" on a bad day, but still...

Regardless, I do believe they're based out of Wisconsin, no?
 
Oh you are fully within your rights to be as petty as you want. And I don't think you are wrong for asking for a replacement sword. I think you overreacted to their response is all.
 
PantherCult said:
Oh you are fully within your rights to be as petty as you want. And I don't think you are wrong for asking for a replacement sword. I think you overreacted to their response is all.
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Let me start here: I understand that there is nothing to gain by continuing this conversation, but just for the sake of morbid curiosity--how so?

I can be as petty as I want, as you say.

I am within reason to ask for a replacement, as you say.

I have shown several people his response who all said the same thing-- "Why is he being so condescending?".

I lead my initial email with letting him know that I only noticed upon opening the item. Where he asked for a picture to show "What I received", thus highlighting his inability to actively read what I, the customer, was saying.

When I respond with genuine confusion as to what he would like for me to show him, I get a response essentially blaming me for opening the item before noticing the thing that is missing was missing. Strike 2 on basic customer service.

I am elated for you that you have experienced no issues with them. I generally do, as well.

But at no point is there a scenario in which I am "overreacting" to obvious attitude from someone in *CUSTOMER SERVICE*, whose job it is to service the customer. To be giving even a minute, PERCEIVED sense of attitude is against every metric of good customer service.

What it should have been is "Oh, I'm sorry to hear this", sees massive 1200 dollar order and only one previous complaint about a misprinted t-shirt, and said "Replacement on its way".
 
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I had BBTS comp me a Super 7 TMNT figure because it had manufacturer glue on it. Basically told me to keep the figure or dispose of it or give it away. So basically free. Of course this was a few years ago. I'm not sure how their customer service has evolved/devolved, but even just running an Ebay store, I'd send another $4 figure or at the very least rip one open and mail the sword. Doesn't seem like something to stand on "the principal of the matter," especially if $1,196 other dollars were spent in good faith.

It reminds me of the inverse of all the people who buy tv's for SuperBowl Sunday, they keep it for a week and then return it and get all their money back, but always make sure to steal the batteries from the remote before doing so. This is like the opposite of that. If someone told me they bought a $1200 tv and the $4 batteries had been stolen out of it, I'd just comp them the batteries.
 
I had a LC Red Sonja figure snap at the torso joint. The barbell snapped in half. It was very thin. They sent me a brand new one and let me keep the original. I managed to fix the broken one with some donated pieces and I kept the replacement they sent me in package and hung it on my wall with my Elvira figure. If she breaks again for some reason then I have the backup. And the only other time I remember is when one of my power ranger belts broke. And they sent me a new one and told me to keep the old one too, again. So I'm gonna give them the benefit right now and just be patient. I have new legs coming now anyway, and as long as those don't fuckin rip too I'm not worried if they don't have any more.

*edit* So BBTS finally emailed me back. They said they don't have any more, which I already figured, but they refunded my money as store credit so at least there's that. They also told me to keep an eye on the listing as they may get more in or someone might cancel and then I can order a replacement, which, since I got those replacement legs coming, I probably won't need to do. Maybe I'll use it to buy Wolverine and Storm if I see that go in stock. Otherwise it'll just go to my next preorder. Not like I don't have 3 pages of preorders with them still lol. Still, kinda mad that she broke, but that's not their fault.

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I luckily haven't had a whole lot of issues with BBTS through the years. A total first-world problem, but because they don't offer free shipping back, I always have to ask myself if the issue I'm having is worth spending a couple extra bucks to send the thing back.

I can see both sides- I totally get their reasoning, of course, but I also rarely check to make sure everything is in the box before opening it. Maybe I should, but I kinda just trust that everything was assembled correctly? I think the only thing I really check is paint and any warping, just so I know what I'm about to get myself into. I suppose if an accessory is very clearly missing, like a large accessory in, say, a clamshell packaging, then I'd notice, but otherwise, I kinda just assume that it's all kosher.

But considering the thing itself was only a couple bucks, I think they can maybe go a bit easier on you. Hope you can find a quick, easy solution, Rick!
 
I've always had great experiences with BBTS customer service. A couple of times they couldn't replace something so they refunded me instead and anytime they could replace a defective product they just told me to keep the original. There was even one time with the Super7 Devil Flanders where Brian went on a podcast (probably the one with Veebs) and said "Contact us if you have this figure and we'll make it right." I did and, of course, they offered to do nothing since I bought the product from BBTS so I just sent them an email without any requests, but I told them the whole thing and said I just needed to tell someone this figure sucks and they basically said, "Yeah, we agree. We get that a lot with Super7," and refunded me for the figure without requesting I send it back. I hope they got it reimbursed by Super7.
 
Storm Arena Ken was lost between FedEx and Staples pick up, so BBTS sent a second and then gave me store credit for the full amount+shipping.

They got points for that.
 
For the hundreds of transactions that I've had with BBTS over a couple of decades, I've probably only needed to get customer service involved once or twice and can't ever remember a bad experience. I places thousands of dollars in orders with them every single year. They've always been my default for most stuff that I collect with Amazon as the primary backup.
 
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