Here's my experience with their refund process:
I ordered the Kylo Ren Standard Ensemble and the premier line helmet on March 2, 2018. Before I even placed the order, I sent a message to their customer service and confirmed that the Kylo Ensemble would indeed ship later that month. Samantha from customer service assured me that it would.
Great, pulled the trigger and ordered figuring I would see it about 3-6 weeks later since my order would be far down on the list for fulfillment.
Obviously, they never shipped.
Here is my first issue with Anovos with this transaction, I purchased based on the misinformation that I received from their customer service. If they would have been honest, I may have still ordered but they never gave me the opportunity to make that decision.
Went through the rest of Spring and Summer and of course, more missed ship windows.
Back in September I decided that I would just get a refund and go with a different maker. Requested a refund and that started a round of "following up" and "I don't understand why they aren't processing your refund..."
I got onto Anovos chat and I asked them, "Be honest, what are the chances that you will ship by the end of the Summer season?"
The person answered, "I honestly feel very good about it. It may not ship by the date but should very shortly after."
Ok, so I kept the order and decided that with all of the running around I was getting, I would just keep the order and wait it out as it sounded like I was weeks away from having the officially licensed Kylo Ren that I wanted.
As we know, that wasn't accurate either. Starting to see a pattern here.....
I can't decide if Anovos is being intentionally dishonest to save their business or if they honestly think that they are going to be hitting these dates and then they are as surprised as the rest of us when the product doesn't ship.
Either way, it's no way to run a business.
I don't necessarily subscribe to the "Disney is controlling all communications" idea because I can't imagine that Disney would be instructing their license holders to lie to their customers about shipping windows and availability.
And here we are today, zeroing in on the end of the Fall season, no updates, no accountability to the people that they have been stringing along.
They will fail if they don't fix their communication, just a matter of time. I am hoping that they get it together and start conducting their business in an ethical manner as I want them to succeed. The guys running it are fans, just like us, and I don't think they are shady or trying to take advantage of the community. Hopefully they read through this thread and get some honest feedback for how to improve.
