Tiffany H.
Avoid this company
Avoid this company. I ordered two separate mystery boxes for my boys for Christmas, based on their repackaging dates. The boxes were the exact SAME, no mystery here, and the boys were incredibly disappointed, especially the second one to open his box. Company apologized for their mistake and said I could ship back at my expense less a 15% restocking for store credit. Truly deplorable to advertise overpriced cheap junk food and toys to kids and not stand behind your mistake. Avoid this company!
Response from Vat19Dec 28, 2021
Dear Tiffany, I am truly sorry that your children are disappointed. But you are twisting the truth. You made an assumption that because you ordered boxes a few days apart that they would contain different items despite the messages on our site that clearly claim otherwise. You wanted something (two mystery boxes that contain different items) that we do not ever claim to offer. We have offered a full refund if you returned the box (despite the fact that we clearly state on our site that this item cannot be returned because most boxes contain edible items). We also sent you a $15 gift card as a measure of goodwill in addition to the full refund upon return. We will readily admit when we have made a mistake and we will do everything in our power to make it right with a customer. This is not one of those situations. I have included relevant excerpts from our web page (https://www.vat19.com/item/mysterious-box-of-mystery) below so that others can see exactly how we advertise this product: *** From the "Features & Specs" section: *** Note: Each equally-priced box contains the same items *** From the "Frequently Asked Questions" section: *** Question: I want to purchase multiple Mysterious Boxes of Mystery. Will they each have the same stuff inside? Answer: Yes, boxes of the same style will contain the same items. While we do swap out the contents occasionally (see below), it's best to assume that boxes of the same style are identical. Question: How often do you change the contents of the Mysterious Box of Mystery? Answer: We pre-pack each style in batches, which we call "builds". We attempt to vary the contents with each new batch we create, but it's possible that you could receive identical builds on multiple purchases, even if you make separate orders (especially if little time has passed between orders). *** From the "History" section: *** Because we're always finding new awesome stuff and we're so excited to share it all with you, we frequently update the contents of our Mystery Boxes (see the build dates below). However, just because we made a curated collection of awesome on a certain day, that doesn't mean we instantly sold out of those builds. Ordering separate Mystery Boxes doesn't guarantee that you'll get something different from box to box, but it does guarantee that you'll be getting something awesome. Best, Jamie Salvatori, Proud Owner Vat19.com