ComplaintsforIDW Publishing

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered 4 comics on October 9th 2023. 2 copies of Sonic the Hedgehog Halloween Special ***** Online Exclusive. 1 copy of Teenage Mutant Ninja Turtles Saturday Morning Adventures Halloween Special - 2023 Online Exclusive and Street Fighter VS Teenage Mutant Ninja Turtles #4 Online Exclusive. The order number is #***** The order cost $75 . IDW split my order. Saying that they were still waiting on the **** comics to arrive. I waited a month and spoke with them through email. *** replied gave me a tracking number and said I would receive them by December 4th. I emailed them again on December 14th telling them I still haven't received the order. No one replies. This is not the first time they have ignored over 10 emails from me inquiring about the status of an order. They don't follow up. They just leave you hanging. I received order #***** on September 23rd 2023 with 15 online exclusives that I purchased. 10 of the 15 were damaged. I contacted IDW they said they would send out replacement order. They never did. This order cost me $165

• Initial Complaint

  12/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 11/29/23 I received an order for three hardcover books (total: $77.99) that I placed online to IDW Publishings store. However, one of the books was heavily damaged and another, which was supposed to be an author-signed edition, was not signed. The books arrived in two separate boxes and neither box was damaged, leading me to believe that the damaged book was shipped to me in that condition. On 11/29 I sent an email to IDW alerting them to the issue and they responded immediately, asking for more information and photos of the damage. Although I sent that information on 11/29, I have not received a follow up response from IDW. I sent follow up emails asking for assistance on 12/4/23 and 12/10/23. As of 12/15 I have received no communication from IDW aside from their initial email on 11/29. I would like IDW to send me a replacement copy of the damaged book. Im willing to accept and keep the non-signed edition, although I am not pleased with doing this. Im very disappointed that a reputable publishing company would provide such poor service and ignore a very valid customer complaint. The order number was PUB-#*****.

• Initial Complaint

  11/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an online order for a Bloom County book and a **** and Mortycomic book, both hard cover not digital on October 17, 2023. I received a confirmation email stating I would be notified shortly when the order had shipped. I have never received notification of shipping. I sent follow-up emails on *****, ****, *****, *****. I have never received an answer about what happened to my order but my bank shows payment to IDW publishing. My order number is PUB-#***** and was included in every email.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Wanted to see what Star Trek Comics were about. Ordered 7 of them on 09-19-2023. Have not received my product. Sent an email inquiring on 10-06-2023, 10-14-2023 and 10-21-2023 and havent received any communication. My order number given to me is: PUB-#*****

  Business response

  10/23/2023

  Dear *****,
  
  I wanted to reach out to you regarding your recent order, PUB-#*****, and offer our sincerest apologies for the delay in its fulfillment and our lack of communication. We understand the frustration and inconvenience that this may have caused, and we are committed to resolving this matter as swiftly as possible.
  
  Unfortunately, the specific comic book you ordered, "Star Trek: Strange New Worlds--The Illyrian Enigma #1: B," was unexpectedly out of stock when we began processing your order. This unforeseen stock shortage caused the delay in fulfilling your order.
  
  We value your business and your satisfaction is our top priority. To make this right, we would like to offer you two resolutions:
  
  1. Partial Refund and Expedited Shipping: We can process the remainder of your order, excluding the out-of-stock comic, and provide expedited shipping for the remaining items. As a goodwill gesture, we will also issue a partial refund for the unavailable item.
  
  2. Full Refund: If you'd prefer not to proceed with the partial refund and expedited shipping, we completely understand. We can process a full refund for the entire order, including the out-of-stock comic, right away.
  
  Please let us know your preference at your earliest convenience, and we will proceed accordingly. Please rest assured that we are committed to ensuring that you receive your order in a timely and satisfactory manner. We understand how important it is for you to have a seamless shopping experience with us, and we are working diligently to prevent such delays in the future.
  
  We sincerely appreciate your patience and understanding during this process. If you have any further questions or concerns, or if there's anything else we can do to assist you, please don't hesitate to reach out. Your satisfaction is our top priority, and we are here to make things right.
  
  Sincerely,
  *******************************
  Customer Service Team
  IDW Store 

*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. ↩