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Business Profile

Family Entertainment

Trans World Entertainment Corporation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Family Entertainment.

Complaints

This profile includes complaints for Trans World Entertainment Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

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Trans World Entertainment Corporation has 228 locations, listed below.

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    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 26 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/26/2025

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed 2 orders with your company on 02/08/2025. The first order I received without any issue, the second order Order #***** Confirmed Feb 8. I never received. When I contacted customer service on 02/21/2025 after giving ample time for any items that may have been not in stock or any warehouse issues, or even shipping delays, I was told that your company had emailed me regarding if it was me that placed the order. Now I had never received such an email or any other correspondence in my spam, junk or regular email as I was watching for the email just like the one I got with the first order. I was then told that they would push the order through and I would get an email for shipping once it was sent out. I never received an email yet again, I woke today on 2/26/2025 5 days later to another email asking if I made the purchase. Which is crazy to me as I already went through all that when I reached out the first time. I have asked many times for someone at your company in any type of leadership or manager or someone at all call me and no one has I just keep getting told I will push it through and you will get an email. In total between the 2 orders I spent $439.91 and the order that I am still waiting on and being jerked around on was $259.42. I feel like your company has stolen my money and is not producing the products I have ordered and is brushing me off without concern. I demand to receive my order immediately and I will go back to a company I can trust to spend my money.

      Business Response

      Date: 02/26/2025

      To Whom It May Concern: After reviewing the documentation provided, a technical error occurred during the order processing from the ticket submitted by the customer on 2/21, causing the delay in fulfillment, and the second email asking to confirm the order on 2/26. We can also confirm that an email was sent to the customer on 2/10/25, which was not responded to. I can confirm that the order was released for fulfillment today after the customer responded to the email sent this morning and they should receive the shipment confirmation email within the next day or two.  Thank you for allowing us to respond to this concern. Sincerely, Erin S****** Director - Store Operations ******* **** *** *** ** ********* ****** ******* ** *****Phone: ***** ******** *****Fax: ***** *******************

      Customer Answer

      Date: 02/26/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I have already heard this on 2/21/2025 the first time I wrote an email to the company and received the same answer, then again today received another email about confirming the order I had already confirmed. Had they looked through the attachments I added to the complaint they would have seen that. I want a date my very old order will be delivered as well as accurate tracking information showing that the order has been sent. I will not be satisfied until that occurs as I have heard the lies before.   Regards,  ****** ******

      Business Response

      Date: 02/28/2025

      The order was fulfilled February 28, 2025 and will ship today. ***** tracking number: ************. Thank you.

      Customer Answer

      Date: 02/28/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** ******

    • Initial Complaint

      Date:02/25/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      FYE signed me up for a premium membership without disclosure and stored my credit card to charge monthly for a "Backstage Pass" membership without my consent. The business will say there was a flyer or similar (according to responses on similar complaints) but the bottom line is the cashier specifically told me it is free, deceptively withholding that it is a "free trial" and I would later be charged. This is an unacceptable business practice.

      Business Response

      Date: 02/26/2025

      At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 2/25/2025 with the cancellation number being **********. We will issue 2 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the  billing cycle. There will be no further charges for the membership due to the cancellation. 

      Customer Answer

      Date: 02/26/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided they stop doing this scam  Regards,  ***** ********

    • Initial Complaint

      Date:02/19/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was told that I was getting a regular discount in the store and was never informed that they would be stealing your card information for a subscription. I was charged $11.99 three times after giving my email. Never once authorized a reoccurring charge. Card theft is no joke.

      Business Response

      Date: 02/21/2025

      At the time of purchase a customer paying with a credit card is offered our membership program. There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase.  There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 2/19/2025 with the cancellation number being **********.  We will issue 3 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation.  

    • Initial Complaint

      Date:02/18/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      November 12, 2024 I spent 48.14, The employee had told me if I signed up for the rewards program but I would get 10% off and then he asked for my email. I gave him my email and he signed me up. I didn’t see until January charged me 11.99 on dec,20th , and Jan 23rd 2025. I sent them an email that I would like to cancel my subscription because I didn’t know it was a subscription and they had never gotten back to me. I now cannot find that email anywhere it’s not even in my drafts. Then I go on my bank account today feb 18th 2025,They should not have been able to charge me without my consent so I don’t understand why they never asked me if I wanted to sign up for a monthly subscription. They asked if I wanted 10% off and For the past three months, they have taken money out of my account without my consent, leaving me with nothing to my account because I am barely surviving, I’ve asked for a refund twice again they did it without my consent. They shouldn’t be allowed to steal money out of peoples pockets like that. They have taken $35.97 from me the past three months. I have also read online that this happens very frequently, Because they don’t tell you in the store, they just tell it it’s gonna be 10% off. It doesn’t say anything on the flyer that they give you you don’t know until you check your bank statements a month later and This has happened To a lot of people I had to look up how to cancel my subscription that is not right I was looking up that hundreds of people having the same exact problem as me they’re not asking for consent to take money out of your account every month they’re stealing.

      Business Response

      Date: 02/21/2025

      At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 2/18/2025  with the cancellation number being **********. We will issue 3 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation.  

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My teen received a gift card from FYE for Christmas 2024 and it was purchased at this particular store. It was indicated that purchases could be made online. Please see attached picture showing that purchasing online is inferred on an FYE gift card. When my team went to utilize this card at the FYE website, they were unable to. There was no option to utilize the gift card. When we reached out to FYE these were the responses we received. First response was in regards to our inquiry about why the gift cards are not being accepted 1. "Thank you for reaching out. Unfortunately, we are not currently taking gift cards online at FYE.com. We updated our website recently and are still in the process of integrating the gift cards at this time. FYE gift cards should be able to be applied to purchases made at any of our physical store locations. If you would like us to check on any gift card balances, please send over the gift cards ID number or an image of the gift card." This is in response to sending screenshots of the store locator indicating the closest store is over 3 hours away 2. "We have not been able to accept gift cards online for some time now. Unfortunately I do not have a time frame for when we will be able to accept them again. I apologize for the inconvenience." The answers are inconsistent in regards to using the terms "recently" and "for some time now." None of this information was made available when the gift card was purchased and as stated the gift card says it can be utilized on the website. These practices are misleading, dishonest, and unfair to consumers. As a resolution I would like the $30 gift card reimbursed by check or direct deposit. In exchange, FYE can zero out and deactivate the original gift card. This seems like the fairest resolution to the deceitful way they are distributing gift cards

      Business Response

      Date: 02/13/2025

      We have confirmed the removal of funds from gift card ending in ***** as of 2/13/2025. A refund check of $30.00 has been issued on 2/13/2025 and will be mailed within the next 3-5 business days.  

    • Initial Complaint

      Date:01/29/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      F.Y.E. signed me up for a premium subscription without my consent. They lied to me about the "free" rewards program, as they framed it as a standard "spend money; earn money off" rewards program much like *** *****. Customer service was trying to get me to stay subscribed when I made it explicitly clear I wanted to cancel. They said they went ahead and cancelled, but then said something about "telling them the confirmation code to verify that I cancelled it". I had to ask for the confirmation code since they said they wouldn't send e-mails with it to customers. I have reason to believe they did absolutely nothing when I explicitly requested to cancel, so much so that I don't entirely trust the e-mails supposedly "confirming cancellation", and I'd want BBB to look into this issue, as most reviews online involve customers falling into this subscription scam under the pretense of "free rewards". My debit card was used to sign me up without consent and by means of fraud. I was charged $11.99 for a subscription I never activated for a service I'll never use, and the company is making it a nightmare to cancel. I've even heard instances of them charging for the subscription after other customers cancelled. It's so bad that many people have had to get new debit cards to prevent this fraudulent theft of their funds.

      Business Response

      Date: 01/31/2025

      At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 1/28/25 with the cancellation number being **********.We will issue 2 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation. 

      Customer Answer

      Date: 01/31/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I was only charged once based on my checking account. It sounds like I won the dispute when I called ****, so they do not need to provide a 2nd $11.99 credit.  Regards,  Nathan Lewis

    • Initial Complaint

      Date:01/27/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      FYE is a very frustrating company. I was asked to provide an email at checkout, and when I asked for what, the employee told me it was a FREE sign up and that I WOULD NOT BE CHARGED unless I wanted to sign up. I provided my email, ************************ and occasionally shopped after that. Since May of 2023, I have been charged $11.99 without emailed confirmation or any notice that I was signed up for a VIP Backstage Pass that would charge my account every month. I was NOT aware of this and I DO NOT want to pay this subscription. They provide a customer service phone number to cancel, and when I called it, the worker tried to continuously convince me to cancel the card and still be charged. When I persistently said not, he continued offering me upgrades for free and special offers, to which I kept refusing and saying no. He finally said that my account would not be charged anymore, and I was then given a cancelation code. When I asked what I need it for, since I was told it was already canceled, he HUNG UP on me. I was then charged again the next month for the same amount of $11.99. I emailed the customer service they provided as well, demanding that I not be charged for it anymore, and got an automated message that I would be emailed back in 3 business days. I have not received an email back. This business makes it extremely hard to cancel and deliberately deceives their customers into signing up in order for them to make money and keep making money. Since I unknowingly singed up, I have been charged $227.81 without any notice or confirmation. All I want is to STOP BEING CHARGED and spread information that this business is a scam.

      Business Response

      Date: 01/27/2025

      At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 01/27/2025 with the cancellation number being **********. 21 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation.  

      Customer Answer

      Date: 01/27/2025

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   Regards,  ****** *****

    • Initial Complaint

      Date:01/03/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      FYE signed me up for an $11.99 subscription without my knowledge. I've requested they reimburse me the charges (4 months) that were charged to my debit card. What is more concerning is the fact that I declined this subscription, but I was still signed up for the charges.

      Business Response

      Date: 01/15/2025

      At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase. There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 1/7/2025 with the cancellation number being **********.  We will issue 4 credits of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the  billing cycle. There will be no further charges for the membership due to the cancellation. 

    • Initial Complaint

      Date:12/31/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Employee was being really weird while I was checking out moving very slow and even forgetting to bag my items. They ended up signing me up for a membership that cost $11.99 a month without my knowledge. I am actually so aggravated, the quality of service was awful and then they sign me up without letting me know, it was done on the other side of the register and the person hardly spoke to me. Give me my money and delete my membership

      Business Response

      Date: 01/15/2025

      At the time of purchase a customer paying with a credit card is offered our membership program.  There is a pamphlet for our membership program which explains all the terms and conditions of the program.  The customer is given this pamphlet at the time of purchase.  There is a phone number within the pamphlet that allows them to cancel via phone.   We have confirmed the cancellation as of 1/7/2025 with the cancellation number being **********. We will issue 1 credit of $11.99, which will be processed today and reflected on your next 1-2 billing statements depending on the billing cycle. There will be no further charges for the membership due to the cancellation.  

    • Initial Complaint

      Date:12/26/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order 11/27/24 for a Christmas gift. The amount was charged to my credit card. It is now past Christmas over 30 days since I placed the order without and shipping updates. I asked for a refund since customer service can’t even tell me when the item will be available but they refuse to provide a refund. They have taken my money and not provided the item or any update on it. I want a refund because I never received the product and it is way too late now.

      Business Response

      Date: 12/27/2024

      To Whom It May Concern: The customer purchased an item which is fulfilled through one of our 3rd party affiliates. The system has shown that the order has been pending fulfillment.since 11/27 and we are unable to cancel orders while they are in the fulfillment process. The order was fulfilled on December 27, 2024 and is shipping under **** tracking number **********************. Once the item is received, the customer is welcome to return the item for a full refund by reaching out to our Customer Service department. Thank you for allowing us to respond to this concern. Sincerely, Erin S****** Director - Store Operations

      Customer Answer

      Date: 12/27/2024

      I have reviewed the response made by the business in reference to complaint ID ********, I received notice that the item has shipped with a tracking number. Assuming that I receive this item in a timely fashion, then I will accept that this resolution is satisfactory.  Regards,  ***** **********

    Trans World Entertainment Corporation is NOT a BBB Accredited Business.

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