ComplaintsforSafari Zone Collectibles

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Last month I submitted bulk Pokemon cards to the company, Safari Zone Collectibles, in return for $228.59 in store credit. Recently, I used this store credit to purchase two Pokemon booster boxes, which arrived today, on May 4th, 2022, for a total of $230.98 - Order #69363. Unfortunately, after opening 4 of the 36 packs in the first box, it is clear that the product is a resealed item. The code cards are inserted upside down, and more tellingly, the code cards do not match the contents of the packs. The packs with code cards which indicate that a pack should have a 'hit', do not contain a holo or special card. The rest of the packs and the second booster box remain sealed, awaiting the outcome of this complaint. Given the circumstances, and the fact that the delivery date was today, I kindly request that a solution be found. As the product is a resealed item, I request a refund - not store credit, for the amount of $230.98. The following refund policy is posted on the store's website, however, as the item sold was not as advertised, I request that a refund be provided despite the product having contained trading cards. With respect to the one week deadline for retribution, as the items were delivered today, this policy is being respected. 'REFUND POLICY Final sale items cannot be returned. Final sale items include, but are not limited to, any trading cards and products containing any trading cards. 'We reserve the right to charge a 10% fee on any returns or order cancelations. 'We will not refund any shipping costs paid, after an item has been shipped. 'Returns must be sent back within 1 week of being delivered. 'There will be NO REFUNDS or RETURNS on preorder product. These items are ordered from our suppliers, as orders are placed through the website.'

  Business response

  05/05/2022

  The customer was responded to, via Facebook messenger, which is where the customer first reached out. The products are 100% legit, authentic, and not tampered with, in any way. We receive all of our products from authorized Pokemon Distributors, normally still on the pallets, and wrapped, from their printing companies. Customer was informed that there has been quality control issues with several products, since they have drastically increased production to try and meet the current demand. Customer was informed to fully open their product, as only opening 4 out of a total of 72 packs is not a reliable judge of the full contents of the product. We do not have the time, resources nor the desire to tamper with any product that we send out, as we have averaged over 100 orders per day, over the past two years. If we were to issue a refund, it would not be for the full purchase price, as the payment for the bulk cards that the customer sold was paid out in the form of a virtual gift card, which offers a 20% increase above and beyond the cash payout value, so the refund would be for the cash value of the bulk Pokemon cards, plus the small amount paid by the customer.

   

  As requested above, we would like for the customer to open the remainder of the product, and report back their findings, as I can guarantee that the product they received was not tampered with in any way. Also stated above, we only sell products obtained through authorized Pokemon sales channels, and do not accept returns, so that we can ensure the integrity of the product being sold.

  Customer response

  05/15/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  

   

  Hello, 
  
  The Facebook correspondence referenced above is attached. Multiple messages were sent by Safari Zone Collectibles between Thursday May 5th and Sunday May 9th, in which they indicated a need for an immediate response; however, as indicated in the attached correspondence no effort was made to reach a solution. The urgency and offer of communication served no purpose beyond the implied terms of an initial purchase. 
  
  Safari Zone Collectibles has posited that the issue is related to manufacturing error and has expressed their wish that the remaining packs be opened. At this time, there has been no mention as to what solution is available if the indications of tampering, referenced above, continue and more packs are opened, as recommended by Safari Zone Collectibles. Additionally, no proof has been provided to indicate that the items sold were sourced from a verified Pokemon TCG distributor.  
  
  I am happy to see that in their correspondence via BBB, which precedes some of their messages via Facebook, that Safari Zone Collectibles makes reference to the possibility of a refund, of what should amount to $185.26. In their correspondence via Facebook they stated, without being pressed, that their company would not consider such an outcome: "Open the boxes, enjoy the product as if you are waiting on the BBB to tell us how to run our company or to force us to refund/accept a return cause that is what you feel you are entiltled too its not going to happen. The BBB can not force us to do anything nor can it control how we run this company based on our policies. I wish you the best with your pulls and the obtaining future products. Have a great day."
  
  Based on the language from the Safari Zone, a desired outcome would include proof to the customer of the purchased items' origin, e.g., distributor, for QA/QC and a solution offered by Safari Zone if the customer proceeds, based on their recommendation, to open all remaining packs and boxes because the business is confident that a 'pull' resides within the product. My concern is that to fully open all purchased items would relieve the business of any liability for their product.    
  
  Regards,

  Complaint ID: 17143606

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