Additional Information for Wildcard Toys

Updated March 5, 2019:  In July & August 2018, BBB contacted Wildcard Toys (wildcardtoys.com), an online toy and collectible retailer, after receiving a high volume of complaints and inquiries in a twelve-month period (130 complaints at that time).  From September 2017 to date (March 2019), BBB has received over 435 consumer complaints and recorded over 9,350 visits to the firm’s BBB Business Profile, which currently reflects an “F” rating.  Complaints have been filed by consumers from 41 states, the District of Columbia, Puerto Rico, Canada, Brazil, Italy, and South Africa.  Most complaints involve orders or pre-orders of Funko Pop!® figurines. Significant delays of 6 to 12 months or more have been alleged in most instances.  Amounts involved in orders not received or refunded range from $12 to $2,000.

BBB notified Wildcard Toys (July & August 2018) about the volume and pattern of complaints; specifically, those regarding failure to fulfill orders in a timely manner, non-delivery of goods, and failure to communicate regarding returns and/or refunds.  BBB asked the business to voluntarily cooperate in eliminating the pattern by providing a written response outlining at least three specific steps it would implement in order to avoid similar complaints in the future.

 

In addition to requesting cooperation from Wildcard Toys in resolving its complaint issues and the underlying causes, BBB requested general information including: copies of all shipping & refund policies; the names & full contact information of the business’ principal officers & responsible management; copies of its promotional and advertising materials; the physical address of its principal office and/or domestic headquarters; and a completed BBB Standard Business Questionnaire.

 

BBB also asked Wildcard Toys to substantiate compliance with the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule which “requires sellers who solicit buyers to order merchandise through the mail, via the Internet, or by phone to have a reasonable basis to expect that the sellers can ship within the advertised time frame, or, if no time frame is specified, within 30 days.  The Rule also requires that, when a seller cannot ship within the promised time, the seller must obtain the buyer’s consent to a delay in shipping or refund payment for the unshipped merchandise.”  Complaints received by BBB indicate that the business may not be complying with FTC guidelines.

 

On August 23, 2018, Wildcard Toys contacted BBB by telephone requesting copies of all complaints (as of that date) and expressed interest in working with BBB to answer complaints and address the underlying causes of the pattern.  In addition to providing the background information referenced above, Wildcard Toys provided BBB with the following statement:

 

Wildcard Toys ceased offering pre-orders for not yet released products in April, 2018.  Due to our inability to obtain and process pre-orders in a timely manner, we decided offering pre-orders as an option was counter-productive to our customer’s satisfaction.

 

We take feedback from our customers very seriously and our staff is working around the clock to address all issues. All outstanding pre-orders will be fulfilled as delivered to us or refunded based on customer request. We apologize for the hassle this has caused any customers, and we continue to appreciate your business.

 

As of March 1, 2019, Wildcard Toys has consistently responded to all new complaints and worked to resolve complaints previously closed with no response.  While the business’ responsiveness has improved, BBB continues to have concerns about Wildcard Toys’ business practices: specifically, the volume and seriousness of complaints received, and its failure to address the underlying causes of those complaints.  BBB urges consumers to use caution based on the business’ complaint activity.

BBB will continue to work with Wildcard Toys to address complaint issues.  This Business Profile will be updated as needed based on Wildcard Toys’ progress in resolving these issues.