"order my child's play doll replica in June 2018 ... they refuse to answer my emails .. they stole $500 from me .. I hope others don't get robbed by this people .. my girlfriend got me the doll in two week for Christmas.. from a reputable business...I have emailed . Them over the last year ... before they started to ignore my emails ,their excuse was pre-order idems are non refundable ... horrible business. None existing customer service... buyers be aware .. "
"I’ve bought from horrormerch.com for over 10 years! At conventions, and online! I love them! no issues here with shipping or returning things that didn’t fit :) "
"I've ordered a bunch of stuff from these guys and they never disappoint! You haters below are just too impatient as preorders are just that, a PRE ORDER item! Just wait for what you purchase - these guys will take care of you and make sure it arrives safe as everything I've purchased is over packed with bubblewrap! Thanks again dudes - see you at Monster Mania next weekend! "
"I received my pre-order POPs (yes, I actually realize that they are pre-order and they take time unlike other complaints here) and still happy with the continued shipping from these guys! They pack the figures well and they have arrived without any problems. Just ordered some of the new American Psycho Pops today as well!! See you in the spring at Mania! "
"Just received my first order from them with the free shirt special and pleased with all of the designs I received! Will definitely purchase again and glad to see the copyright info showing they are supporting the artists more than the hundreds of bootleg companies that are out there today."
"I bought a shirt in nov and im still waiting. I do understand its preorder but atleast let your customer know how long estimate you have to wait for preorder. I email you guys and never had a answer back. "
"I made a purchase with a pre-order not aware that none of my things would be shipped until the pre-order release. When I inquired I was given a link to pay additional shipping. I did so and now they never received that additional payment. When I sent a screenshot of my bank statement clearly to horrormerch, they still denied any knowledge. Now I am being told I do not have a pending order!!!! Scammers!!!!!"
“As we have had 4 other purchases from you - and also sent you the screen cap of your purchase record - all of your other items were shipped and received. We have emailed you multiple times requesting your OTHER email address that you made the alternate shipping purchase from but have yet to receive that. Once your shipping purchase is verified, it will be split shipped. Also, as noted in your receipt at the time of purchase, it notes that pre-order items are only able to ship when they are released. Please make sure you fully read your receipt and responses we send you and your issue will be able to be resolved”
"Took my money made a shipping label from friggin OHIO and 7 days later.... nothing. Also, notice that all the good ratings came from people with no face..... smdh"
“As we had responded to your multiple emails - and also you rude social media posts your items were shipped and they have already been delivered. January 7, 2020 at 2:45 pm. If you have not received them please make sure to check with your local post office for more information. ”
"Got exactly what I ordered fast and packed to make sure it didnt arrive damaged! Third order from these guys - will order again!! "
"I have ordered from this company many times and also run a site like theirs. Their quality is top notch, everything is officially licensed and as I have contact with the staff via their contact page and instagram, they are nothing but polite and easy to work with if you have a question.
I have had to wait some time for preorder figures, but as the figures are items that are listed as preorders you know there is going to be some wait time.
For those leaving negative reviews, if you actually TRY TO CONTACT HORRORMERCH they will respond to you. Also you can read your email receipt as that includes more than enough info to let you know about your order status, ship times and about the legitimacy of this company.
They have been around much longer than I have as a website - but the modern consumer is quick to jump on a negative bandwagon and complain anonymously instead of asking actual legitimate questions to get an actual answer to their questions.
Even if I didn't directly know this company I would leave it a positive review. But when the keyboard commandos can hide behind anonymity instead of actually reading the information about what they purchased - it can degrade an actual legitimate company like this one.
In short, read your emails - this company is awesome and has been around for years sending high quality stuff out to the customers that buy stuff - just sometimes if you order a preorder item, it can't be shipped until it actually exists. "
"I'm not sure why people have so many issues with this company. Literally everything anyone needs to know about a product is right in front of their faces when they order or on the FAQ page should they need any additional information. I have the same issue in customer service where it seems that no one knows how to read anything before they jump the gun, order something, and be **** off because they didnt read any captions BEFORE buying. I've ordered and received plenty of things from this company time and time again and have had zero issues whether it was preorder (which obviously means a product is not yet currently available, people) or something they already had in stock. I wish people would read before buying so they arent giving this company a hard time for no damn reason. Chill out. "
"Ordered a shirt that was listed in stock . In June 8 weeks later no shipment..emailed got a I'm sry you never responded to our email we sent you but we don't offer that shirt in the size you picked from our list of options till need to pick another shirt ..looked didn't want anything else requested a refund ...that was August this is December and still no refund been given the run around of im sorry your In our list but we only refund once maybe twice a month and there's other ppl ahead of you..seriously don't waste your money this is the worst experience I've had in my life and I've had a colonoscopy."
"Lousy customers service and never received products. As bad as an experience as you can get. "
“If you PREORDERED or SPECIAL ORDERED an item (such as a figure, mask or costume), as it sounds like you did, it is listed at the time of purchase as a PREORDER or SPECIAL ORDER item. Preorder items are sent out once they are manufactured and released, Special order items are sent out when they are restocked.
As these items are automatically reserved for you, they will be sent out as soon as they are released or restocked.
If you have a question about a purchase, you can contact the helpdesk on the website for more info or check out
For PREORDER ITEMS
https://horrormerchstore.com/blogs/news/what-is-a-pre-order-special-order-made-to-order-l-item#preorder
For SPECIAL ORDER ITEMS
https://horrormerchstore.com/blogs/news/what-is-a-pre-order-special-order-made-to-order-l-item#specialorder
for more information.”
"Ordered costume 4 weeks before Halloween and yet to receive costume or a reply from my numerous emails. Wish I would have read the reviews before I ordered my costume. Worst online shopping experience ever had"
"Pleased untill this problem. Ordered last year in oct. 6 months or so down the line i had emailed the "help desk". Was told they had recieved a damaged shipment with one of the items i had ordered. I would recieve a shipping date sometime relatively soon. That never happened. Have through the last few months sent emails to the "help desk" with no reply. Never got my order. Will not return to this "buisness""
“If you think that your purchase was lost somewhere along the way - you can contact the helpdesk on the website and be sure to check your spam/filtered emails as we do respond to those emails.
If your items are preorder or soon to be restocked items, please check the pre-order release schedule here;
https://horrormerchstore.com/blogs/news/pre-order-updates
If you are unfamiliar with pre-orders in general please check for more information:
https://horrormerchstore.com/blogs/news/what-is-a-pre-order-special-order-made-to-order-l-item#preorder
If your item was a special order item that was awaiting restock, please also check here for more information:
https://horrormerchstore.com/blogs/news/what-is-a-pre-order-special-order-made-to-order-l-item#specialorder
It will vary depending on what you ordered. But those links may also help, along with contacting the helpdesk to solve your issue.”
A rep from Horrormerch.com, Horrormerch.com, has responded:
“Heya, if you have a question about a purchase - please fill out the helpdesk form at https://horrormerchstore.com/pages/contact-horrormerch-com as we try to keep up with emails on a daily basis unless we are at conventions. Once we respond, sometimes emails do go in filtered/spam folders, so if you filled out the contact form previously you should have a response. Depending on the design will vary when it is restocked but you can always switch it up at any point for a different design if you do not want to wait for it. ”