Toys Wonderland shipping options

[PorkChop]

My post definitely wasn’t meant to be positive! Their customer service sucks and I am still chasing like an idiot for a package I think will never arrive (or even be shipped)…

 

[IANR]

My last 2 items from tw which they didnt ship got refunded by my bank about 18 months ago, since then i returned every advertising email they sent with my complaint attached & finally they stopped sending them. my account still shows one item as preorder mk5 suit up ,the other as awaiting shipping present toys terminator. i now buy mostly from ebay.

 

[fighter_of_the_niteman]

Unfortunately you haven’t been burned yet by TW/TA @potato?

I have along with others in the now scrubbed TW thread have been burnt by them (got 2/3 orders sent by them and into my hands).

I do appreciate TW/TA sending out emails of the supposed items that where promised customer that ordered it, but still seeing other collectors still getting burnt by not getting their items in still really fumes me up.

Personal experience was great years ago with TW. Recently, say the last 2 years or so, I've had I think 5 or 6 purchases never shipped or refunded. Pure run around from them. Seems like I'm just s**t outta luck with em. Thousands lost, but never again.

 

[PorkChop]

The saga continues! Just had the below from TW relating to a replacement order for an InArt Gandalf that never showed up. I've been through the list of mega-sales items and can't find anything else I want, so I guess I am stuck waiting again. Annoyingly I let myself believe that this order was going to make it so I ended up buying the Topo jacket to go with my "new Knightmare Batman figure". Oh well, at least the jacket is nice, just a bit small for me

I made the replacement order on 24th August and received a 'shipped' notice on 10th September. It took countless emails and whatsapp's to get this update...


Hi,

We would like to provide you with an update on your order# xxx. We sincerely apologize for not informing you earlier that our sales team had overlooked mentioning that products purchased if you use store credit for an in-stock item not found in the link provided (https://www.toysapollo.com/product-category/mega-sales/), please expect an additional processing time of up to 21 business days. It will be shipped by 4 December, 2024.

We understand that this may have caused inconvenience and dissatisfaction with your shopping experience. If you prefer, we can arrange an immediate refund of store credit to you. However, if you are willing to wait, we will expedite the shipping process once the order is ready.

Please let us know your preference so that we can proceed accordingly. We apologize once again for any inconvenience caused and appreciate your understanding.


For your enquiry about the store credit, please don't worry about that. If you are facing the expiration of your order, please let us know. And we will instantly handle it for you.

Best Regards,
Issac︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd

The deadline of 4th December for further information on my order has now passed and, surprise surprise, they are stringing me along....
(I have not made the assistant's name up!)


Dear Ian,

We appreciate your prompt response.

Please accept our heartfelt apologies for the delay in shipping.

Your patience is greatly valued, and we want to assure you that we are making every effort to dispatch your order promptly.
Thank you for your understanding.
Best Regards,
Wankie︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd
Website ︱Facebook︱Instagram

 

[borgified]

That’s the normal cut and paste response to everyone that has an order or so outstanding. Get in on their a** and demand a proper resolution with ZERO BULL****!!

I’m honestly getting sick and tired of their attitude: “Oh look here. Another potential customer to take their money and get away will it”. Just like Nippon Yassan - Take your money and pre-order and you get majorly screwed up the a*** with nothing in return.

 

[PorkChop]

That’s the normal cut and paste response to everyone that has an order or so outstanding. Get in on their a** and demand a proper resolution with ZERO BULL****!!

I’m honestly getting sick and tired of their attitude: “Oh look here. Another potential customer to take their money and get away will it”. Just like Nippon Yassan - Take your money and pre-order and you get majorly screwed up the a*** with nothing in return.

Ta!

here's my latest response. Doubt it will do anything, but you never know...

Dear Wankie,

I am sorry to say that I have now lost patience with this process.

As far as I can see this now amounts to fraudulent activity as you have held on to a considerable sum of money from me (3780 HKD) since 20 June 2023 and do not seem to have any intention of actually honouring our purchase agreement. In fact, you have even extorted further money from me (an additional 616.72 HKD) for supposed shipping costs for non-existent items.

I now have considerable evidence from correspondence with you that you are simply stringing me along. I sincerely hope for your sake that you have in place a mechanism to put this situation right and refund me my money (as cash, not store credit) before I am forced to take this evidence to the authorities.

In the meantime, I will be making clear on appropriate collectors forums exactly what has been happening.

Kind regards,

 

[ronnieb555]

Ta!

here's my latest response. Doubt it will do anything, but you never know...

Dear Wankie,

I am sorry to say that I have now lost patience with this process.

As far as I can see this now amounts to fraudulent activity as you have held on to a considerable sum of money from me (3780 HKD) since 20 June 2023 and do not seem to have any intention of actually honouring our purchase agreement. In fact, you have even extorted further money from me (an additional 616.72 HKD) for supposed shipping costs for non-existent items.

I now have considerable evidence from correspondence with you that you are simply stringing me along. I sincerely hope for your sake that you have in place a mechanism to put this situation right and refund me my money (as cash, not store credit) before I am forced to take this evidence to the authorities.

In the meantime, I will be making clear on appropriate collectors forums exactly what has been happening.

Kind regards,

I tried this approach and they either just sent the same copy/paste response or just ignored it.
I did however file a complaint with the HK Police, but I don't think anything will come from it.

Hopefully they actually respond to you and refund you.

 

[PorkChop]

I tried this approach and they either just sent the same copy/paste response or just ignored it.
I did however file a complaint with the HK Police, but I don't think anything will come from it.

Hopefully they actually respond to you and refund you

I doubt it, but you never know. I saw that you got some of the items you ordered through mega-sale section so maybe I will have a chance to cut my losses and settle for something from there. Hoping to avoid chucking any more money at this...

 

[ronnieb555]

I doubt it, but you never know. I saw that you got some of the items you ordered through mega-sale section so maybe I will have a chance to cut my losses and settle for something from there. Hoping to avoid chucking any more money at this...

Yeah I got lucky and they actually shipped some figures from the mega sale but I've seen others who also ordered from the mega sale get nothing.
They are blatant thieves.

 

[Earth 616 Collector]

Ta!

here's my latest response. Doubt it will do anything, but you never know...

Dear Wankie,

I am sorry to say that I have now lost patience with this process.

As far as I can see this now amounts to fraudulent activity as you have held on to a considerable sum of money from me (3780 HKD) since 20 June 2023 and do not seem to have any intention of actually honouring our purchase agreement. In fact, you have even extorted further money from me (an additional 616.72 HKD) for supposed shipping costs for non-existent items.

I now have considerable evidence from correspondence with you that you are simply stringing me along. I sincerely hope for your sake that you have in place a mechanism to put this situation right and refund me my money (as cash, not store credit) before I am forced to take this evidence to the authorities.

In the meantime, I will be making clear on appropriate collectors forums exactly what has been happening.

Kind regards,

You better watch it. They may send the United States Police department on you. No one pulls fast ones harder than Wankie while sitting in the back room at Toys Wonderland.

 

[SwedishHeat]

No one pulls fast ones harder than Wankie

 

[PorkChop]

Keeping the record of TW responses here, in the hopes that anyone who remains in support of this company is suitably informed. There is literally nothing you can say to them that makes any difference.

Here's the latest reply. As far as I can see, if I request yet another store credit refund, I will once again be stung for shipping if I try to order something that is in the mega-sale....



Dear Ian,

Thank you for reaching out to us. I hope this message finds you well.

I am writing to sincerely apologize for the delay in handling your case.
Your satisfaction is of utmost importance to us, and we regret any inconvenience this delay may have caused you.

As outlined in our website's policy, we can only issue a refund in the form of store credit.
We understand the importance of your request and would like to ensure that we address your concerns appropriately.
Do you want to require a store credit refund at this time?

Thank you for your understanding and support.

Best Regards,
Issac︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd

 

[Earth 616 Collector]

Keeping the record of TW responses here, in the hopes that anyone who remains in support of this company is suitably informed. There is literally nothing you can say to them that makes any difference.

Here's the latest reply. As far as I can see, if I request yet another store credit refund, I will once again be stung for shipping if I try to order something that is in the mega-sale....



Dear Ian,

Thank you for reaching out to us. I hope this message finds you well.

I am writing to sincerely apologize for the delay in handling your case.
Your satisfaction is of utmost importance to us, and we regret any inconvenience this delay may have caused you.

As outlined in our website's policy, we can only issue a refund in the form of store credit.
We understand the importance of your request and would like to ensure that we address your concerns appropriately.
Do you want to require a store credit refund at this time?

Thank you for your understanding and support.

Best Regards,
Issac︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd

This is ridiculous. Are they trying to pull you in for round 3? Maybe they would have better luck if they just said "purchase a figure that was produced between 2020 to 2022, and we got you covered no problem." They should have discontinued selling once the over production era ended with Hot Toys. The fact they won't even let people use the "store credit" on the shipping.

Is Isacc the guy TW sends in to clean up Wankie's messes? You would hope he would be more of a straight shooter and just tell you like it is.

 

[WonderlandOllie]

Keeping the record of TW responses here, in the hopes that anyone who remains in support of this company is suitably informed. There is literally nothing you can say to them that makes any difference.

Here's the latest reply. As far as I can see, if I request yet another store credit refund, I will once again be stung for shipping if I try to order something that is in the mega-sale....



Dear Ian,

Thank you for reaching out to us. I hope this message finds you well.

I am writing to sincerely apologize for the delay in handling your case.
Your satisfaction is of utmost importance to us, and we regret any inconvenience this delay may have caused you.

As outlined in our website's policy, we can only issue a refund in the form of store credit.
We understand the importance of your request and would like to ensure that we address your concerns appropriately.
Do you want to require a store credit refund at this time?

Thank you for your understanding and support.

Best Regards,
Issac︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd

Had this ******** response god knows how many times for Isaac. Seriously, I hope that building goes up in flames.

 

[potato]

Had this ******** response god knows how many times for Isaac. Seriously, I hope that building goes up in flames.

yea and the poor people living above the buildings and rooftops.

 

[PorkChop]

I genuinely think I am out of options.
The item I ordered was listed as in stock (but not mega-sale) when I used my store credit for it, hence the shipping charge, but clearly they never had it.

Either I gamble on a mega-sale item and risk another disappointment, or I cut my losses and treat it as a newbie tax (the original inArt Gandalf preorder was my first 1/6 purchase - thanks Justin as TW was linked directly from the preview vid).
Threats do not work at all (see my previous post).
Any suggestions?

(P.S. Sorry for spamming this list. It is hard to admit you've been scammed and this at least it makes me feel like I am doing something!)



Dear Ian,
Thank you for your inquiry.
We regret to inform you that the item is currently out of stock.
Please rest assured that we will notify you promptly should there be any updates or progress regarding its availability.
Thank you for your understanding and patience.
Best Regards,
Wankie︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd
Website ︱Facebook︱Instagram


Office Hours:
Mon-Fri: HKT 09:00-18:00

---

Information and any images contained within this email are the properties of Toys Wonderland Ltd and are confidential for the use of the recipient only. The information and images shall not be used, copied, distributed or forwarded to any other parties and organizations or posted on any online platforms. Toys Wonderland Ltd reserves the rights for further actions if any information included in this email is found in public.

On Wed, 11 Dec 2024 at 14:46, Ian XXX:

Wankie,

Please just answer my question. Either you have the item in stock or you do not. Which is it?

Ian

---

From: Customer Service <[email protected]>
Sent: 11 December 2024 03:51
To: Ian XXXX
Subject:Re: Toys Apollo "General Enquiry: Missing items - 4XXXXXX"

Dear Ian,

Thank you for your patience.
We want to assure you that we are working diligently to process your order and will ship it as soon as possible.
We appreciate your understanding and support during this time.

Best Regards,
Wankie︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd
Website ︱Facebook︱Instagram


Office Hours:
Mon-Fri: HKT 09:00-18:00

---

Information and any images contained within this email are the properties of Toys Wonderland Ltd and are confidential for the use of the recipient only. The information and images shall not be used, copied, distributed or forwarded to any other parties and organizations or posted on any online platforms. Toys Wonderland Ltd reserves the rights for further actions if any information included in this email is found in public.
On Tue, 10 Dec 2024 at 16:34,

Isaac,

I appreciate you responding, but would still like an answer to my questions. Do you actually have the item I ordered? If so, I cannot see what the delay is. If you did not actually have the item in stock when it was indicated to me that you did and I was charged shipping costs, then that amounts to theft and must be immediately rectified.

Ian

---

From: Customer Service <[email protected]>
Sent: 10 December 2024 07:32
To: Ian XXXX
Subject:Re: Toys Apollo "General Enquiry: Missing items - 4XXXXXX"

Dear Ian,

We sincerely appreciate your patience and understanding during this time.
Please rest assured that we are making every effort to complete the task as soon as possible.
We apologize for any inconvenience this delay may have caused and are committed to providing you with the highest level of service.

Thank you for your understanding, and we will keep you updated on our progress.

Best Regards,
Issac︱Customer Service Assistant
Customer Service Department
Toys Wonderland Ltd
Website ︱Facebook︱Instagram