NECA's Disastrous Customer Service, Why???

[@jibernish]

Not quite on the same level but Mondo replaced a bunch of She-Ra heads and then turned around and replaced a lot of He-man bucs. That couldn't have been cheap. And they did it quickly too. And I think they gave us a $50 coupon too!

[@zarnistastudios]

Let me get this straight… The company that makes figures that the limbs snap (on every one I have) and won’t replace them so you have to have a new broken figure on your shelf, now wants you to help them?! And they are issuing threats? WOW!!! “That’s a bold move Cotten, let’s see if it pays off”

[@stevenfraser81]

One of thess things is not like the other. Theres a difference between being unsatisfied with quality control and thinking thats justification for stealing someone elses made to order product is some next level mental gymnastics.

[@zarnistastudios]

@ let me clarify, they have produced thousands of low quality products that break as you touch them for the first time. All of mine are broken. And they are terrible to work with on quality and customer service. That being said, I have received double products in error and have returned them. BUT due to this company’s product quality and how they have dealt with thier broken/damaged products, I have less compassion for them. They do not care about the end product or the consumer. So now they understand what it’s like to be taken advantage of. As I was every time I got a NECA figure

[@stevenfraser81]

@@zarnistastudios Oh well, may as well steal someone elses made to order item and fuck over other collectors then, right? Try not to put your back out from reaching so hard to justify shafting fellow collectors. No one is screwing Neca by keeping an item they didnt order, they're screwing other customers.

[@nopatienceforpatients6255]

@@zarnistastudiosno need to clarify. That dude must work for neca. He’s defending them every chance he gets.

[@smyers9052]

@@zarnistastudiosUltimately though the people who are hurt are the people who don’t get their sets. This livestream notwithstanding, NECA will be fine

[@SPerez25]

Tbh, I'm just disappointed at NECA's treatment of their garage customer service. And it's more ashamed personally because I've been collecting their figures for two years so far. This now leads me thinking stop buying more stuff from them or what I should do with what I've collected?

[@medievalhalls8642]

NECA has one of the worst customer service in toy collecting history. I had 2 boxes of mousers and 2 foot soldiers that weren’t delivered in 2022. NECA customer service shrugged their shoulders and asked me to check with the delivery company. The delivery company said to check with NECA. NECA then copied and pasted the same email text no matter what I said. Why on earth should I bother when they don’t? They keep outdoing themselves in how poorly one can treat loyal customers.

[@Teknowledge]

I've had the same issue with them. They just point the finger at someone else and say " we will not refund or replace your item." That serves as an FU to the customer. it was only a matter of time until the 💩 hit the fan.

[@hiddeninthebrush]

NECA has had the worst distribution of goods as long as I can remember. I hate their sales model at Target and Walmart, it is always impossible to find anything. Their customer service is also non-existant. This is just a glaring example of their companies short comings. They f-ed up and are going to have to eat it.

[@fencingsculptor]

Mcfarlane would like NECA to hold their beer...

[@Nunos645cgh]

@@fencingsculptoras would Mattel

[@PixelsNcreatureS]

​@@fencingsculptorexactly, it's not JUST the companies you're paying the most attention to

[@fieryvengeance2795]

I am not from the US but finding newly released Neca figures internationally is also a pain. Most times have to resort to high ebay prices to get anything from them.

[@3shieldsitrust694]

I am not normally vocal in the comment sections but a few points i want to share: 1. I wonder if a Neca employee uploaded the Donnie lab accessory set list for shipping the sewer lab set. 2. Everyone is only talking about 2 of the 3 groups affected by this mess up. Rightfully so, the customers that are still waiting for their sewer labs, and the peole who mistakenly received the 2nd lab. The moral vs legal debate involving these 2 groups. But there is third small group not being talked about, those on Neca's received 2 Sewer labs list, that didn't receive the second one. I fall under this list. Getting Neca's threats, but I didnt receive a second one. Maybe it was stolen, maybe it was mailed to another address, but on their system it still registers as being sent to me. I have 0 confidence in them right now for future orders.

[@masonj4779]

F NECA. If I had ordered this shoebox and received an extra I’d give neca the finger and sell my extra.

[@shockwave7513]

This is the dumbest thing I've heard of a toy company doing since Hasbro sent the Pinkertons to some guy's house!

[@TheRegB]

Dont forget the thuggery mattel did to the jurassic park you tuber after he got product early and reviewed it on his channel

[@stillfirebellows]

I have pre orders for their Sesame Street products. I am SOOOOO EXCITED for these. However, I am likely cancelling now. This is NOT acceptable CS behavior.

[@gmtuttle]

Oh man, I hope this doesn't hurt the Sesame Street line. I am so excited for those figures. This is a terrible screw up by NECA, but I don't want everyone at the company to go down with the fools who made these terrible decisions.

[@manofaction1807]

Greatest example of customer service, EVER!!! Great Job, NECA.... SMH

[@mechamanblade8465]

I'm sticking with Playmates and Loyal Subjects for my TMNT.

[@hiddeninthebrush]

NECA is gonna have to just declare a loss and make it up elsewhere. Maybe they should just make more of the 4 turtles to make up the money because I still never saw the 4 turtles in store at once.

[@joelorozco]

I stopped buying NECA years ago. Nice sculpts, garbage QC, garbage CS. I never bought Necco.

[@dgray7537]

I don't regret boycotting their store since they messed up my first and last purchase the 3 times they tried to send what I ordered.

[@loganfiguresitout3635]

Kinda just had this same situation with Target. I ordered the jaws lego set for $150. Instead i recived an $80 mariah carrey doll. Target overnighted the jaws set and i got it the next day and the doll i was told to keep or donate. They never even asked for a return let alone think about charging me. I know target is much bigger than neca but they at least know to not bother me with any actions on my end since it wasnt my fault. Now walmart on the other hand…

[@Nunos645cgh]

Did u keep her? 😂

[@ljkelty1766]

Man, NECA seems totally messed at the moment. Hardly anything new is shipping, old product is rotting, prices of TMNT stuff is falling on EBay and they threaten customers. I find it somewhat funny that the emails seemingly went out to everyone who ordered one of these. So they don't even who received doubles. They need to be adults, take repsonsbility, and do a second run for those who did not receive a set.

[@beanzietron2099]

Agree with Ken that it must have been a dire situation for NECA to pull a move like this. NECA could be in financial troubles, which coincides with the rumors of Target getting rid of the NECA section.

[@colt5189]

People may be more likely to buy big items from NECA because you make get an extra one for free, or may get nothing and get a refund. I like those odds.

[@ADAM_COLLECTS]

talk about a no-lose situation

[@ADAM_COLLECTS]

The worst QC, worst customer service and now distribution that’s so bad, they may as well have had carrier pigeons deliver it. How are they still going?

[@Supertomscustoms]

I love Neca, but the fact that they use a Shopify website says it all. That’s for hipsters selling their custom coffee mugs, not a professional toy company.

[@smyers9052]

NECA only has like 40 employees. Small business

[@PixelsNcreatureS]

NECA sent me an order that I canceled a month before it arrived. Didn't expect that charge 😂

[@nicholasdickens2801]

Neca are just the worst. They have many problems that are just legendary at this time. Neca are just the worst.

[@KJ-tz7vc]

I think NECA is bluffing, seeing how many customers they can scare into compliance.

[@benjaminwiseman6567]

This is the worst move by a toy company related to shipping a specific product, but Hasbro has made far, far worse business decisions in the past two years.

[@nicholasdickens2801]

I don’t think Hasbro have ever been this bad.

[@kevinbouch5351]

​@@nicholasdickens2801hasbro sent pinkerton agents to a live streamers house and strongarmed the streamer and his wife to steal back product he got early.....legally bought product, just before street date. Legit bounty hunters

[@benjaminwiseman6567]

@nicholasdickens2801 Chris Cocks has made dozens of decisions in the past two years that have taken the biggest toy company in the country to the brink of collapse. Too many to count

[@robertbaker5281]

I ordered two of the street dios recently when they reissued them because I missed out on them before and I was hoping someday the sewer lair sets would be put up again since I couldn't order them at the time they were available. Now there is probably no chance the sewer lairs ever get reissued so I don't know if I will even keep the street dios when I get them. Provided I even get them who knows.

[@amusedjester]

Ken mentioned that this was a $300 item but this item did not cost NECA $300 per item. I would not be surprised it each unit cost less than a hundred, heck this thing probably cost them $50 per unit. Even if they sent 1000 units in error, that's only a $50,000 loss. There is no math that makes sense that justifies sending out such a message.

[@Roadpigjohn]

I think it was a minority of fans that bought the Leo's lab since it was too expensive so not sure if your statistics qualify to all of us that buy the figures and other things from the turtles NECA line man...💡 I will continue buying their animated line.

[@TroyProsser]

Whatever happened to Randy at NECA? It's like he vanished into thin air a few years ago.

[@doctorjoker87]

I love how people are advocating for NECA and defending their threat of double charges and legal action when there is Federal Law and thr US Mail Code in place in the US that make that ILLEGAL. It's NECA's screw up, the US Mail Code is on the customer's side, federal law is on the customer's side. NECA has no legal or moral ground to stand on. If they try this, they're going to end up in major trouble.

[@Rn-qr8di]

I gave up on neca when they started the jaws line then lost the rights to do Brody and Randy saying they never said they were going to do the shark even though they posted a pic of a prototype of one.

[@reidcouper3879]

I noticed everything with the company went really downhill once they acquired the distribution rights for ninja Turtles and the infamous incident when Randy got DOXED and they left Twitter.

[@xWhitechapelx]

Neca, an in-box company, leave it in the box and you won't have any worries.

[@basicfacekick]

I love NECA. I hate NECA. They make some awesome figures... and then those figures break. I only buy NECA from Target or Walmart because I know if something breaks, I will simply return that sucker. I've had NECA support tell me to do just that. That said, I've had the same happen to Marvel Legends or McFarlane or whatever, so I give NECA a lot of slack. Until they do stupid stuff like this! They screwed up but they put the heat on the recipient of extra goods? Ya'll can't do that. You HAVE to eat the mistake.

[@gilbertovega5513]

I'm still waiting on my mirage 4 pack. Their customer service is HORRIBLE.

[@AaronDE83]

Their F up their problem to fix. I Don’t blame anyone who doesn’t return their extra dio.

[@RobbieRocketship]

Paramount needs to revoke the TMNT license from these clowns.

[@ComicFan98]

Paramount should give it to Jada Toys and make better, Poseable and affordable Mirage TMNT figures

[@Godravage]

I backed the SkyStryker within the very last 3 minutes of the campaign lol😅. I was THAT on the fence about it but since I have never owned a Skystriker before, I am very happy I did.

[@MsQuentintarantino]

Man! Neca is getting worst every year that it passes with there customers service! I’m a little worried, because I ordered The Night Before Christmas Bundle, before all this news came out😖 know I’m afraid that this doesn’t happen to me with my st💩 goes somewhere else or they delay my order and get it all away to fall 2026 🤣🤣🤣🤣 Hope not .. and also I want to say, f&@ Neca i heard all the horror stories of people not getting there stuff from Neca and never get a answer when you email them? And know they reaching out to people when they made an error and threatening them? Get out of here! Just keep the item and let them worry for once👊🏽👊🏼 Good show guys ✌🏼

[@BatmanEightnine]

Ken reminds me so much of Michael Malice

[@joverbey123456789]

Ports are closed for a strike in Canada

[@wrabbit3]

Hi jay, how are you and your toy hunt, have you heard from John

[@nathanlong2007]

Amazon would charge a customer the full amount of a purchase, I the customer asked for and exchange of item. This if the shipped an exchange for a damaged item, when the customer doesn’t ship the defective item back. I see wrong by doing this. Thus us because the customer rep, use to let the customer keep the defective item and ship a new item. Now some customers take advantage, just to receive and extra

[@JacenC32]

F…Labaghast!

[@msravenmystique]

Anyone talking about how NECA botched the head joint on the Alien Romulus fig? They're sending another but I have a feeling it's going to have the same problem with it being loose as I've seen it is common with the figure. They haven't publicly addressed it at all. What a waste of time to send it back if the replacement has the same issue. I guess I'll find out.

[@Nunos645cgh]

What is Pinkertons?

[@therealivydawg]

A private investigation and security agency. If you played Red Dead Redemption they are the guys trying to arrest the gang.

[@Nunos645cgh]

@@therealivydawg thanks

[@ultramag0343]

👍🏾👍🏾👍🏾👍🏾

[@MartyMcFly3]

Karma's a Bitch

[@michael031484]

disappointed to see GDL defend entitled, dishonest people. they paid for one and got two... they KNEW the second one didn't belong to them. they should've tried to give it back to neca before neca even issued their messages. the fact they reached out and gave them an opportunity to return it before charging them gives neca cover for anyone trying to use the FTC rule against them once the charge hits. not only that but they should be praised (not demonized) for adding an incentive to encourage people to do the right thing and return the product. you shouldn't have to bribe them to do it but they opted to reward honesty. the people refusing to return what they didn't pay for should ABSOLUTELY be blacklisted. why would you want to deal with a person like that moving forward. they're essentially a thief. they're purposefully trying to take advantage of someone's mistake.

[@smyers9052]

NECA shouldn’t have issued the threat to begin with, but I agree - you’re choosing to take something away from another collector who paid for it by choosing not to return it.

[@GeekDadLife]

This isn't a defense of people keeping something that isn't theirs. They got sent 2 months ago, with no communication from the company that screwed up. Then months later the company comes out and sends a reasonable ask to return them with a slight hint of threat. But then deciding to send a scorched earth, very unprofessional additional communication is unacceptable by any company. NECA rarely helps collectors when their stuff has issues. Relationships consumer or otherwise are two way streets, and the onus fairly or unfairly falls on the company in a business to consumer relationship.

[@masonj4779]

Anyone that receives an extra should keep it. It’s not stealing when the company sent it. F that mentality of returning it to a company that price bangs its customers.

[@smyers9052]

@ You realize that the person you’re hurting here is the person that paid for the set and will not receive it, yea? Also, ethically, if you choose to buy luxury goods that you feel are overpriced you aren’t somehow owed free things at the expense of that company, much less the expense of other consumers. This is a bizarre take

[@jtyw27]

​@@smyers9052it's up to the individual whether they want to return it or not. You can argue over what is ethical or not. The reality is neca is 100 percent responsible and should have handled this better. Reality is neca should make more labs to fill the gap. This is 100 percent on Neca and they alone are responsible to fulfill the orders not the consumer.

[@ExMachina83]

I really hope this is one of the last times we see another video complaining about NECA. I’m honestly surprised how offended customers were by that 2nd email. I think people were just mad they were being called out for being selfish enough not to send back something they didn’t order. There is a small part of the collecting community that wants to help make sure everyone gets what they want, right? If you get mail that’s not yours, it should be our natural inclination to make sure it gets where it needs to and to the intended recipient, right? This whole thing is embarrassing and petty AF on both ends.

[@hiddeninthebrush]

@ExMachina83 there is also a large part of the community that feels ripped off by these companies. Especially with the low inventory and exclusives to artificially create hype. Also the prices have gotten out of hand. Nobody asked for this. It's Necas fault, you can't have a company ship product to people and then demand to have them send it back or threaten them to pay. It's unethical, and this time the customer wins.

[@stevenfraser81]

@@hiddeninthebrush Feeling "ripped off" is not a justifciation for keeping someone else's made to order item. Youre not screwing over Neca, youre screwing another collector.

[@smyers9052]

1000%

[@smyers9052]

@@hiddeninthebrushWhat does that matter?

[@hiddeninthebrush]

@stevenfraser81 your right its not justification but it is the sentiment behind some of the people that feel it was Necas mess up and they should own up to it. NECA has to apologize and show respect, not threaten and offend it's customer base. It is a crappy customer service and PR move that may hurt them far beyond the money loss. Maybe they should stop making some of their crappier product that doesn't sell, make more of the 4 turtles that are impossible to find to make up the loss. But don't act like Neca is handling this well. Plus what are the odds the stuff that gets shipped back will be in good enough shape to send to another person??? Its a loss and they are just scrambling.

[@smyers9052]

I love the channel but you really surprised and disappointed me with this idea that taking a product you didn’t pay for, at the expense of another collector, is somehow morally defensible because of a rude email. Also, NECA isn’t a corporation, it’s got 40 employees. They have also produced some of the best toys of this current era in collecting. We really discussing them in the same breath as Hasbro, a company that gives you less - accessories, paint, sculpt variety - for a similar price point and is also constantly slashing jobs? Just feels weirdly over the top, like you’re rooting for them to fail.

[@GeekDadLife]

Sorry to disappoint, but i've worked for companies big and small. This wasn't the discussion of the morality of keeping items shipped in error. It's a discussion on any company big or small not sending bad faith communications to its customer base. Tell me if you were still waiting on something, would you want it knowing it was in possession by someone else for 2 months? Does that feel good? What was done to the item in that time? It's a lose lose for the customers that got two that they didn't ask for and now have to go through the hassle of sending it back or be charged for the item they didn't want and those that are still waiting. In both cases this is NECA's fault, and its on them to make it right. And screwing over the people that got sent 2 isn't the right way to go about it. There are toy companies WAY smaller then NECA that have handled screw ups with WAY more class and support then NECA has historically and in this double shipping fiasco.

[@smyers9052]

@ I absolutely agree that this is NECA’s fault. I also agree that the way they handled it was a total disaster. I do also believe that if you receive a premium item that you did not pay for, you have a responsibility to return it; this isn’t like finding $100 on the street where there’s no reasonable or obvious way to return it. This is a situation where you know exactly what you’ve received, you know that it’s a made to order item, and you know it was literally built for someone else who did pay for it - EDIT and you are being incentivized to return it! The decision to keep it or “sell it for $300” (I’m sure this was tongue-in-cheek) is one you make as a rational and ethical agent, and NECA is not responsible for that, nor is their email an excuse for that behavior. I appreciate that you are saying moral considerations weren’t at issue, but they aren’t really avoidable in this context. Yes this was gross, legally indefensible, and the absolute wrong way to handle the situation…but you still shouldn’t be holding onto this item. It’s an important post script IMO. Your show carries weight. Look, at the end of the day I listen weekly. You do a great job here. I just felt there was an important additional angle here that ought to have been discussed.

[@GeekDadLife]

I understand completely, I think I was too upset about the response to even get into the other side lol

[@smyers9052]

@@GeekDadLife That’s fair, I hear you. It’s a very bad look for a company whose CS rep is less than sterling

[@jtyw27]

For record if I received an extra that didn't belong to me I would contact them to send it back. That said with what I have heard about some people chasing neca for other items that they never received and neca just ghosts them, I won't be buying anymore neca products especially directly from them.

[@mikepowers9486]

So happy I have never bought anything from NECA. And never will.

[@Lasastard]

I mean, I guess that I would try to get my product back, if I were in NECAs shoes. The financial damage must be pretty severe, given the price of the lair. But the way this was handled, oof. Would be interesting to hear from a legal exper re:t what the customers responsibilities are in this situation. I know that, at least in Europe, there are certain laws and regulations that put some responsibilities on the customers shoulders in such a case.