Many reviewers describe order problems, including missing or damaged items, late deliveries, and shipments that never arrived, along with returns being refused. Several customers single out support agents for quick, helpful fixes, including replacements. People often call the checkout flow and assembly instructions confusing or not working. Reviews show a sharp divide between fast one-off solutions and ongoing operational problems.
Examples from available reviews (Dec 2021 – Mar 2026).
Julie resolved the missing item issue the same day.
“Julie fixed it that very day!”
Set arrived with pieces missing and customer support was unresponsive.
“my set arrived with pieces missing”
Checkout page hangs on both website and app, preventing orders.
“Both locations would just hang at the Checkout page”
Customers must pay return postage, reducing refund value.
“to return an item, I - the buyer - have to cover the cost for postage!”
Customers most often mention returns being refused, refunds not issued, and long shipping delays. Several say they were told sales are final, asked to pay return shipping, or never received a refund after being told one would be processed. Fewer reviews describe successful replacements and support staff tracking down items and shipping them out.
Several reviewers say refunds were only partial or were reduced by return shipping costs, which lowered the value for them. Others report items arriving damaged or not matching the listing, making the price feel unfair. Positive comments about price or value are uncommon and show up only in a few reviews.
Reviews repeatedly point to checkout and site issues, including the checkout page freezing and problems with shipping addresses. Many also say assembly and product instructions were hard to read or didn t match the parts, which made setup difficult. These technical and usability problems come up across multiple reviews.
Reviewers often report missing parts, broken or defective bobbleheads, chipped paint, and weak build quality. Several describe spending a long time assembling items only to find the set was incomplete. Some mention a good product range and solid quality, but these notes are much less common.
Many customers praise specific representatives for quick replies and solutions, often through replacements or sending PDFs. Other reviews describe slow or no replies, no phone support, and heavy use of automated responses. Communication varies widely from one case to the next.
Feedback splits between many low ratings tied to delivery, returns, and quality problems and a smaller set of high ratings that praise specific agents. Operational issues show up repeatedly, while strong one-to-one support appears less often and can still solve complex problems when it happens. That gap shapes the overall experience.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Sitejabber (20) · bbb.org (5) · Collected.reviews (1) · Quotes shortened · As of: March 2026
Megan handled incorrect print issues and provided correct replacement.
“Megan who was exceedingly helpful.”
Block set arrived incomplete and customer service requested unreasonable inventory counts.
“a significant number of pieces were missing.”
Return and exchange process was difficult and refund never received.
“I spent $8.00 to mail it back.”
No-return policy was hidden and refunds were refused.
“This company does not clearly disclose that all sales are final.”
Pieces were missing after assembly effort.
“Pieces missing after spending hours putting this piece together.”
Shoes ran small and were non-returnable due to college logo.
“they are LSU shoes none returnable.”
Missing item was replaced at no cost by helpful support.
“replace the missing item at no cost.”
Christmas gift never arrived and no refund or response.
“item never turned up and no refund yet”
Hoods were vastly oversized and returns were not accepted.
“Way too big for the average adult.”
Hoods were oversized and returns were not accepted.
“Way too big for the average adult.”
Unreadable instructions and poorly fitting pieces made assembly frustrating.
“Instructions were unreadable..”
The reviewer loves the products and praises the customer service.
“the customer service has always been top tier.”
Breanna provided a PDF and excellent customer service assistance.
“Breanna sent me a PDF that I could use”
Checkout page hangs on both website and app, preventing orders.
“Both locations would just hang at the Checkout page”
Checkout hung on website and app preventing purchase.
“Both locations would just hang at the Checkout page”
Incorrect item received and customer service response was very slow.
“They do not answer their phone line”
Shipping carrier/tracking was incorrect and customer service delayed response.
“my order ticket read FedEx and showed a tracking that belonged to USPS”
City buses had missing pieces and customer service was unresponsive.
“Bought 2 city buses, an both had missing pieces.”
Poor customer service, sizing issues, and slow exchange handling.
“The customer service is terrible.”
Repeated inventory errors caused orders to be unavailable.
“Got the same email about a error in inventory”
Set arrived with pieces missing and customer support was unresponsive.
“my set arrived with pieces missing”
Company refused return for sandals that were too big.
“Will not help with a return of sandals that were way too big and loose.”
Customers must pay return postage, reducing refund value.
“to return an item, I - the buyer - have to cover the cost for postage!”
Ornaments arrived poorly made with chipping paint and crooked writing.
“They are ugly, sloppily made, have chipping paint, and crooked writing.”
Customer service responds promptly and shipping had no issues.
“Customer service always responds promptly to any questions.”
Order never delivered and no refund was issued.
“they never delivered my item”
Two of three bobbleheads were defective and unusable.
“2 of them were made defective.”
Expedited order arrived late and shipping refund denied.
“Did not receive my order until Monday!”
Company refuses exchanges and doesn't satisfy customers.
“They don't allow you to exchange anything.”
Bobblehead arrived damaged and customer service wouldn't replace it.
“Item is useless, unable to display because the head keeps falling off.”
Notified of delivery but package was not received.
“I received a message stating my package was delivered but I never received it.”
Julie responded promptly while Amazon lost the item.
“Julie responded promptly within 24 hours of sending my email”
Item didn't fit and return was refused despite product page claim.
“they wont let me return it and its too small....”
FOCO located parts and helped repair a discontinued mascot generously.
“FOCO scoured the warehouse and sent me individual bricks for the repair!”
Wide product range and excellent customer service.
“mind blowing amazing customer service to match the great merchandise.”
Julie provided appreciated assistance and support.
“Thank you very much for your assistance and support,”
Julie resolved the missing item issue the same day.
“Julie fixed it that very day!”
Bag ordered in March never arrived despite expedited payment.
“I ordered a bag March 18. I have yet to get my bag.”
Nikki provided supportive updates and helped resolve manual issue.
“Nikki was very supportive, did a nice job providing updates”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
FOCO sells officially licensed sports and fan merchandise. Its lineup includes apparel, headwear, collectibles, home decor, and gift items like bobbleheads and ornaments. The company runs an online store with team-branded and seasonal products. The range covers replica items, novelty collectibles, and wearable fan gear made under license agreements.