Genissance Enterprises

Hello anonymous! The template automatically fills in the name you used (anonymous), but we spoke on the phone about questions you had regarding assembling your Lego set. I told you that I would do some research since you were having trouble with the instructions and the assembly and the parts you had. I replied back to the number that called me via text about 15 minutes later, but did not receive a response. I suspect that my message did not go through, but we certainly had no intentions of it seeming like we forgot about you. Here is what I wrote (edited to include text from url I sent, since we cannot post those in responses): "I looked into the assembly of the set and some lego forums. It seems that lego at some point made some updates to the set, but you might be building the original set with the updated instructions which will mismatch. Here is what I read where another person had a similar situation as you: Person 1 - Zetros was recently revised - the battery box was changed to the version that requires screws and a few parts have been added to secure the doors and hood from opening. It seems you received a version with new instruction but with old inventory? Or maybe you were building with online instruction that is for the new version, while you have the old one? Person 2 - Hi, yes that's exactly it - old version built with online instructions! Well spotted! I confirmed this in Racing Brick's YouTube video on the subject late last night. ------------------------- If this sounds like your situation, were you building with online instructions or the included booklet? If that doesn't clarify things though, please let me know and I'll dig a little deeper."

Hello anonymous! Our apologies the item you received was in a truly unacceptable condition. When you first reached out to us you mentioned that the item appeared used but was working fine. We apologized and offered you a 50% discount to keep it or a return for a full refund. Unfortunately, we didn't receive a reply from you and later we saw your review mentioning excessive damage and mold and we replied back with deep apologies and letting you know that we would issue you a full refund with no need to return the product as anything in the condition you described should never be paid for. We suspect this was an item that was returned by a customer as "no longer wanted" and mislabeled as unopened/new, but in fact it was used and falsely communicated to us as still new and that this slipped through our inventory review process. Our intention would never be to ship something like this out to our customers and it does not reflect the level of quality we demand in the tens of thousands of orders we have fulfilled over the years. You truly have our deepest apologies that something this acceptable happened, but our records show you were refunded in full and we hope to somehow make it up to you in the future and give you an accurate reflection of the quality products we provide to our customers. Thank you, Genissance Enterprises Customer Service

Hello Anonymous! Our apologies that your item did not arrive. When you placed your order Walmart gives us an address to ship it to and we purchase shipping to that address. Unfortunately, we received no instructions regarding not being able to ship to you via USPS prior to shipping, and your item was returned to us and undeliverable. We wish we could have done more to help, but the only communication we had about your address not receiving USPS mail came after the item was returned to us as undeliverable and at that point we had no way to try and help. If possible, please let us know if there are any unique delivery instructions for your order when it is placed and we will do our best to accommodate those. Thank you, Genissance Enterprises Customer Service

Hello Lynne! Our apologies that your Funko collectible did not arrive to you in the proper condition. This particular order was fulfilled by Walmart (WFS). For those orders we ship brand new items into Walmart directly and they inspect that they are in new condition. After which, they are shipped out by Walmart to customers. If an item is returned, Walmart will inspect it and if they believe it is still in new condition, they will place it back into inventory and sell it again. It sounds like your purchase was one of these where it was improperly inspected. We are really sorry that this happened and unfortunately we are not able to do our own inspection and some unsuitable returns are placed back in inventory. I hope that gives a bit of clarity to what happened and most of all we want you to know that delivering the highest quality products to our customers is a priority for us and if anything is ever received by our customers in unacceptable condition we always invite them to reach out to us or return said item for a prompt refund or replacement. All the best, Genissance Enterprises Customer Service

Hello Gloria! Our apologies, upon review it seems your item was fulfilled by Walmart. What this means is that we ship the items to Walmart brand new and the inspect them and then store them in their warehouse. Once a customer orders the item, Walmart packages it and ships it out for us. We have no control over what packaging they decide to use or how the shipping carrier handles the item. It seems like your item was either improperly packaged, improperly handled or both. We recognize this is extremely frustrating and we are sorry you had an unacceptable experience. We wish we had more control over this aspect of the process, but please know you can always reach out to us and we will always do our best to take care of you. Thank you, Genissance Enterprises Customer Service