SPRINGFIELD, Mo. (KY3) – The Better Business Bureau is warning people about a company called Boxzilla Collectibles, LLC.

The BBB says customers complained that Boxzilla failed to respond to their complaints when products weren’t shipped and then failed to refund customers.

Rizi Starr ordered a Funko pop from Boxzilla Collectibles in September 2021.

“Boxzilla has made their website and Facebook ads very appealing {seductive},” Starr says.

A month later, Starr emailed customer service to find out where the order was.

Starr says she received an email saying her items were due that month and once shipped she would get a tracking number.

A few weeks later, she emailed again and said she never heard back.

“They make it look like, oh, you’re gonna get it here, and you’re gonna get it cheaper here,” Starr says. “Because they made it cheap. The Charmander, when it came out on other websites, it was like $25, and for them it’s only $14, and you pay shipping, so you’d save about $10.

Boxzilla publishes online that its address is in Columbia, Missouri.

This address appears as a big box store.

On Your Side searched state records for Boxzilla Collectibles LLC, which owns a license.

We went to the Republic address listed as the main office address for responses and got no response.

The BBB gave Boxzilla an F rating.

BBB’s Stephanie Garland urges customers to take time and research a company before placing an order.

“Make sure it’s reputable,” Garland said. “Make sure it’s real. They’re not looking for the https in the upper left corner. That ‘s’ stands for secure. Instead, they might see a triangle with a little exclamation point, and it is actually a warning sign telling them not to use this website.

Another tip is to pay by credit card rather than a debit card, in case you need to dispute the payment.

That’s what Jed Werth did to get a refund for the $185 Funko Pop order he placed with Boxzilla, and he says he never received it.

“They were showing up here, and I’m like, well, they should be here,” Werth says. “They should have them in stock. So I polled them, and then they put out a part on their webpage for ETA, and every month, you wait, and it looks like it’s coming in January. January came and went, then it turned into February. And it came and went, and finally, I got sick of it.

To date, Starr says she has not been reimbursed for what she ordered.

For her, not receiving the item was the most disappointing part.

“The thing is, I’m a Funko collector,” Starr says. “It’s huge and important that we got it first, but it just didn’t happen.”

Boxzilla responded to our Facebook post with a statement.

We were unaware of most of these complaints until recently, and we are working with the BBB to get customers taken care of. We have contacted BBB to update their article with correct context and information and to have the property names removed as they are not involved in the day to day business and do not want people showing up at their homes or bullying on social media. We have provided the following information to the BBB and we do our best to deal with complaints on the website.

See Answer: We are a legit business that is new and learning, and have shipped over 7,000 orders as well as currently around 100-150 per day and growing as we try to catch up. However, with nationwide supply chain issues as well as manufacturer delays due to licensing issues for some products, we have a lot of orders just waiting for the product to arrive. We have received thousands of orders over the last year and literally hundreds and hundreds of legitimate positive reviews directly from our customers that we can share with you. I have instructed our customer service staff to respond to ALL BBB complaints and ensure their orders are resolved as the customer wishes. Can you reopen those that have closed? We tried to answer them, but we did not see them. We can get all of those taken care of with no problem, or refunds if needed within 24 hours. It’s been a learning process for us and our team and we’ve only just caught up with customer service, and we’ve also partnered with a logistics company in Missouri to help us catch up on shipping from all orders that have all items received and are ready to ship.

If you research some of our competitors, you will see that our policies regarding pre-orders are the same as theirs. We place purchase orders with Funko, EE Distribution, Diamond Comics, AE Entertainment and others and commit financially on our purchase orders, so we have a stricter than usual cancellation policy for pre-orders . Because Funko is a collectible business, there may be shortages and therefore it may take longer than expected for items to reach us. They also don’t have a definite release date for the new versions. They ship them as soon as they are available and if anything is delayed we try to let customers know via email. We understand that some customers have been waiting a long time for their pre-orders to arrive, but especially when it comes to extremely popular exclusives, we don’t receive them until months after the first wave of shipments depending on where we were. . able to get on the order list. We do our best to make this information public for customers to see, but placing it on all product pages and our policy pages.

With our customer service team caught up and our new logistics partner, we will soon be in a much better position than we have been. We have worked tirelessly to improve in these areas, but we have had to learn the industry and find the best way to meet the challenges that come with it. We are still very very new, but we want to do everything we can to meet customer expectations. Please let me know what we can do or what we can provide to get a better rating on your website, update the negative article and handle complaints. We can provide shipping information to show shipping numbers, or the hundreds of reviews we’ve collected from our happy customers, or even invoices from suppliers, including Funko, proving we’re a legitimate retailer. working as hard as possible to get all orders fulfilled.

KY3 requested an interview and Boxzilla Collectibles responded via Facebook Messenger with this:

This issue is being investigated and resolved with the BBB. The BBB has virtually no information about our company, so I don’t think it should be stepped up like this. The LLC they registered, for example, is not even active or used for official purposes. It was meant to be a partnership that never saw the light of day due to how quickly the business grew and we wanted to catch up before bringing on other partners. The BBB is misrepresenting our business and although we have not been able to respond to all complaints our customer service staff are working on them and they will be resolved tomorrow provided the BBB allows us to address them if they do not haven’t already done so. been shipped or refunded.

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