BigBadToyStore

I called four different times still no answer just put me on hold for two minutes but everything else is ok

Been with this company for over 3 years. Always reliable and ships fast. Customer service responds quickly. Definitely recommend.

Ordered a Mafex Batman v3.0 from this store and received a knock off! Be careful ordering Japanese imports from this store as they are not authentic!

Vendor consistently demonstrates slow processing times and lackadaisical work ethic.

Recent order did not ship for an entire week (7 days) which is consistent with previous orders.

3 high-end orders arrived damaged. I was told that I'd have to "come and pick the items up in person" if I wanted a replacement.

They apparently do not value professionalism at their in-house customer service department which is managed by two highly unqualified employees (Rebbekah Supervisor / Liz - Manager) who only seem to be proficient at exacerbating customer complaints.

This is definitely not the professional online conglomerate with an outsourced call-center that you're used to. No, this is your lackadaisical mom and pop style retailer founded by 2 toy loving brothers in the backwoods of Wisconsin.

To get a clear picture of the work ethics behind the people running this company just consider their business hours.

They operate M-F from 7am to 3:30pm and are CLOSED on weekends.

3:30pm.? Closed on the weekends...?

Ah, so, that's why our orders take so long to process...?

They're more concerned about beating the rush-hour traffic than processing orders so they are certainly not going to lift a finger on the weekends.

This business is not built upon a sustainable foundation capable of longevity. It's poorly managed by unqualified employees with lackadaisical work ethics who don't value their customers and lack the motivation or desire to improve their business.

They act like they are doing you favor by selling to you. Sorry, but you're just a retailer selling the same items (albeit, much slower) than the next guy so you better rethink your approach to customer relations as your business is dispensable.

I'm taking my business ($10k annually) elsewhere.

Enjoy your weekends off...

Overall I am pleased with their service and have been a customer for about a decade now. 4$ flat rate shipping; doesn't matter what you buy or in what quantity, and with their "Pile of Loot" feature they will allow you to stockpile items up to 90 days so you can maximize and fully exploit their $4 flat rate shipping deal. I spend a grand total of $16 on shipping thousands of dollars in merchandise over the course of a whole year. My only real gripes with BBTS is that they are a little slow to reply to customer service inquiries, but they do respond every single time... unlike TFSource who picks and chooses what they reply to. I feel like an online business should have someone on hand to answer inquiries within an hour or less, 24/7... but they use the standard business day 9 to 5 model like brick and mortar stores... which just seems silly for an online store these days. They could also stand to improve on keeping up to date with their preorder release dates by communicating more with their suppliers and updating their listings when there are changes; it's hard to budget your preorders when they have an item listed to come out in December but it doesn't release until three months later and you pass up an item you might want so you can stay within your budget, and you wind up missing out on the item while waiting for the one they wouldn't update the release date for. A prime example is their NECA listings, they have several items which were announced in 2016 with 2016 release dates, and as each month passes, the system automatically changes the date to the current month and those items are still on preorder status in 2019. Thankfully NECA now has a shipping calendar so now I can just check their website for the release schedule. My thinking is; if I can do that, how hard is it for BBTS to do the same and update their own listings so that other people who are unaware of NECA posting their shipping schedule can have an easier time budgeting their preorders. Unfortunately finding manufacturer release dates, from companies that are not NECA, is not so simple... which is why BBTS failing to keep up with their listings can be annoying.

Preordered a Deluxe Amaterasu Nendoroid in September, 2020, a few months before the scheduled release date in November. Waited months upon months, in which every time I checked the status the estimated arrival was pushed back another month every time. Any emails or tech support merely stated the same thing every time. "We're having technical difficulties involving Covid(understandable) and the shipping will be delayed." No info on my preorder, no excuse aside from Covid after the first big wave died down. Nothing.
Eventually, around July 2021, I gave up, cancelled every delayed Preorder I had from them.
The issue with that being... it had been so long since the original release date, not only did every other store that got Ammy fulfill theor preorders, but they were SOLD OUT OF THEIR REGULAR STOCK. I was never able to get my Nendoroid, and ended up ordered the Oki statue(also from Okami) at a different store instead.
Ammy is STILL available for preorder to this day, a full year after I preordered it originally.
Not only that, but I have a different preorder of Pop Up Parade Blake that is sold out/unavailable anywhere else, meaning I'm stuck with this preorder... she's already been delayed for a month too. It's just going to keep happening.

TL; DR, I don't know how well their none-preorder business hoes, but never, NEVER preorder from them.