I didnt ordered alot from them... and the second time i ordered from them (few weeks ago) i received my order and it was missing a figure.

I contacted them by their Live chat thing on the web site, the person in the chat told me to write them an email about my missing figure, and they'll get back to me after they'd check stocks of the figure i was supposed to receive. Now at that moment i checked and they still had in stock the figure i ordered but didnt received... (but i bought it on sale and now the prices went back up)

4-5 days gone by and still nothing... I checked the stock of the figure, and it's now "out of stock"... of course!

But i wrote them back, no news, i tried to chat again, was told by the bot they'd get an assistant... and after 3h wait time, never gotten anyone to talk to...

I called their 1-888 number.... during their hours of course... and after 10-15min waiting for an assistant to free itself for me... i was fast fowarded to an answering machine... i left a brief message saying its about order #XYZ that was missing a figure, just wanted some news about it, to please get back to me.

But i'm not getting super trustworthy vibes from TFSource.


Also... here's something that bothers me most: when i received my package... i had Brokage Customs to pay to get my package. Now the price tag on my package was +200$ (i bought a 40$ figure and a 160$ figure (160$ is the one missing)... so i paid 40$ brokage on a 40$ figure... usually Brokage is the taxes... 200$ taxes is about 40$... which is fine... but I was missing the 160$ figure...

IF for example, they cant send me back the 160$ figure because it's sold out... will they also reimburse the over-brokage taxes i paid for nothing? i asked about this, but since they didnt reply to me... so i'm curious if anyone had a similar experience?  

Thanks!

 

Try calling them again. I was sent two broken figures and they replaced them without any issues. I ended up getting store credit which worked for me.

 

i had a shitty experience with them but i don’t really care to elaborate. if i was forced to buy US for some reason, i take bbts if possible.

 

UPDATE: Finally reached someone over their phone numbers... the lady told me the one guy responsible for taking care of clients fell ill with Covid so hasnt been to work all week and thus the service is sorta slowed down.
But lady said she'll try to get more news on my issue and email me back when she has news. So... thats that... kinda suck that there,s only one person in charge of this and since he's sick, everything halts.
Hopes the dude gets better, i must not be alone needing after sale care   (and having covid sucks, i know)

 

Never had a problem with them.

They sent me a replacement part for UW Devastator (it had a stress mark).

They replaced my defective MP-11.

They worked with me when my stack was ready to ship, but I had one more item pending.

There were a few other times that they have helped me out.

All in all, they have taken care of me.

 

glad to hear  

 

Generally they are VERY good, if contacted correctly.

What to NOT do:
Do not use the online store "contact us" form. For some reason, it can take days to get a reply. You can also get stuck in a loop of automated responses. Just don't use it. Do not use the 1-800 number. You will wait a LONG time. They are ot going to return international calls just so you know... Leaving a message ain't gonna help. A call from the US to Canada even just 15min with the wrong phone plan can be over $100... Happened to me when I had to call my home office in Montreal. Do not use the "chat". It is just a scripted bot until it is escelated to a human and that is outsourced if I understand correctly. If not, it is just garbage.

What TO do:
Email them directly with "[email protected]" and address/CC it to Rob. I'm pretty sure they are the owner. When ever I have an issue, which is rare, I email Rob directly and get a responce within 12 hours or so (depending on when I sent the email) If I sent it in the morning, I often get a reply same day. Include in your initial email photos or a video of the defect. They are going to ask for that first thing anyway so it saves time. This is another reason not to use the online contact form because there is no way to upload photos and you have to wait for them to ask for photos. Not really sure what to do in your case of an incomplete order... Contacting them directly and adding photos right away saves a WHOLE buncha time. Be SUPER nice and appreciative and humble. To the point of gushing... but not quite. Don't go in all angry and accusational or intitled. That will put off anyone  . Be understanding and treat them like you would want to be treated and that will get you a long way. Thank them, even if they can't help you. But, I've never had that happen.

Only other thing... I noticed your profile says you are from Montreal Canada... You are going to get import fees if you order from US retail... That is NOT their fault. They are complying with the law... Yeah, there may be a few US retailers that don't charge the customs or state tax and such, but they are going to regret it on tax time or if the IRS ever decided to audit their business. They will get slammed. Anyway... in the future, I reccomend ordering from A3U if you are in Canada or another retail that is domestic to you.

 

I ordered early in my collecting and had an issue with figure and they sorted it for me. I'm in the UK and they were easy to deal with. It was a mis-assembled figure and they sent me the right part.

The brokerage fees is harsh for your situation...if they send you the $160 figure they'll have to declare the customs again - i would look up the rules and see if there is a class of goods they can use to minimize or avoid them, as a courtesy to you.

Assuming the figure was just missed out by TFsource's order picking, then it is entirely their fault that you'll have to likely pay the brokerage fees AGAIN, so I would politely but firmly request a refund for it. Same if they cannot supply the figure, as again, it was in stock, you ordered, and they have a duty of care as a store to fulfil your order correctly and supply what you ordered.

They packed it up and it's their fault if they missed an entire figure, and while you are liable for the brokerage fees, you should only be liable once as it's not your fault they're having to send another package or are now unable to fulfil your order, it's becuase of their error.

So to me, not an unreasonable request to ask for the brokerage fee back in either situation.

 

I used to be a fan, but had numerous issues with their customer service, so unless they're the ONLY place to get a figure, I no longer use them. It's either BBTS or ShowZ for me.

 

I can't speak for their after sale service but I know I'm never pre-ordering from them again if I can help it. I've seen legacy gears in stores but there's no point in buying since I'm locked in to their preorder, and the fanshobby star Saber team is available just about everywhere else except them, but again, already paid the oreorder. Annoying to have to wait extra time just due to poor choice of website to preorder with.

 

Unfortunately i have to agree with;

I currently having a terrible time with their useless customer service!!


For those interested;

Spoiler

Ordered an in stock item on the 25th July, got emailed a tracking number the next day

Two weeks later checked the tracking, DHL said 'no results found'

Emailed them 13th August, got a automated reply saying it can take up to 4 weeks for delivery.

Emailed them again on the 20th August, this time got an email telling me its in the que to be posted and I'll get a tracking number emailed to me

Waited a week, then emailed again on the 27th August, got the same reply stating its in the que to be posted and I'll get a tracking number emailed to me,

Another week later, still no new tracking number and the original tracking number is still saying 'no results found' on DHL i email again on the 4th September

This time got the same reply as the first time, saying it can take up to 4 weeks for delivery.

It feels like I'm going round and round in circles

 

Holy crap, I haven't had that happen to me except once on aliexpress, but that's gotta be so incredibly frustrating

 

yeah thats horrible, i had a similar experience on Aliexpress too... they make you wait for weeks because even if they gave you aphony tracking number, they still dont have the figure in stock, so the phony tracking is only for the legal side of aliexpress where they "have to ship rapidly" even if they dont have stocks... HATE aliexpress for this...

 

Before I found better stores I'll confess I used TFSource a lot in my early days of collecting. Thousands of dollars worth of stuff.

I can honestly say I never had a problem with their customer service. Every time something was broken or missing a part I either got a replacement figure and sent the defective one back, got a replacement part to fix the defective figure, or sent the defective figure back and got store credit with minimal hassle.

What I had a problem with was slow shipping, jacking up their prices the second BBTS sells out of the same thing, and weak security that's lead to credit card leaks.

 

You could return it. I pre-ordered Slug from them, but found him at Amazon. When TFW shipped out Slug, I called them to arrange a return.

 

Yea I've purchased most of my stuff from them and with the unpredictability of 3rd party figures you're bound to experience QC issues (not TFSource fault). When I encounter issues I contact Jeremy (most likely the guy who is down with COVID). He's resolved every issue that I've encountered.

 

In my experience they're very good, perhaps better than BBTS. I usually call and get someone so you might have caught them at lunch or a busy time. I've had to call them a handful of times and they're usually super nice and take care of it. Sometimes when I called for issues they say they have to have the parts guy get back to me which he did via email each time.

Just don't use a straight credit card number with them when buying things, they have a record of people getting their credit card number file. Use a virtual one if you card does that or go Paypal. Other than that I don't have any gripes about them.

 

In the few times that I've needed help with an order, both BBTS and TFsource have been very helpful.

 

I can just tell you that they were selling a 3rd party Transformer for $599 that they knew was likely broken new in the box. When mine arrived broken (literally snapped in half), they told me that they wouldn’t send me a replacement because it would probably be broken because they all are. They then told me that I could fix my brand new $599 collectible with screws from Home Depot and to deal with it.

After calling them multiple times and threatening a credit card chargeback they opened all of their stock and found me an unbroken replacement. This took over two weeks and a ton of time on each call. I assume they think most people will just give up, but I’m retired and have the time to pester them.

My attitude now is to avoid them completely and to only buy from them if I have no other option. I’d probably buy from them over an unknown Chinese eBay seller, but that’s about it.

Edit: It should be noted that they kept selling this $599 set for probably 6 months after I got my set, and yes many/most were broken. So that tells you about their ethics. Imagine if Apple sold you a broken iPad and told you to take it apart and fix it yourself.

 

The one time I ordered from them it took them ages to ship and then the package disappeared in transit. DHL said the sender had to open an investigation in order to find out what happened but TFS refused and said that they’re not responsible for anything after it’s shipped. I pointed them to DHL’s policy and they still didn’t care. They said there was nothing they could do and I should just wait longer, despite it already being over a month.

I ended up ordering the same thing from ShowZ for a cheaper price and it arrived in a week.