Complaints

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.

• Initial Complaint

  Date:02/02/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Happened on July 23rd, 2023. I was shopping in person at Envy and Grace in Maple view Mall Burlington, Ontario location. Before Buying a white top bodysuit I made sure to ask the cashier employee if the item is refundable. The cashier employee has confirmed that the item is refundable as I have asked her multiple times because otherwise, if it was not refundable, I wouldn't have bought it.
  Less than a week later, I went back to the store to return and refund the item. Surprisingly, the manager told me that she can't refund this top due to hygienic reasons. She said, according to our terms and conditions, bodysuits are nonrefundable, although I have asked the cashier employee before buying and she has confirmed it's refundable.
  I asked to call their customer service, but they said we have no customer service number. I asked the sales lady for the customer service email address and tried to send emails, but they were not reachable and the email address she provided did not exist! No one in this business tried to resolve the problem and it was so unprofessional and disrespectful.
  After many attempts of trying to find a correct email address, I finally got into contact with them and sent all the details but again they offered no help.
  The employee gave me a misleading information and it's so unfair to pay for that! I have bought this item in person and asked the employee multiple times if it's refundable and she has confirmed and I trusted her word that I can return and refund it, it's unethical to refuse the refund later.
  In addition, to prove that this store is giving misleading information telling people that some items are refundable while they are not, I have a recording of one of the employees saying clearly that bodysuits are refundable! The recording is with me, and I can share it.
  Please I'm so disappointed from that untruthful act and I want a solution for this. The item was 77.97$, it’s still with me and I haven’t touched it since then.

  Customer Answer

  Date: 05/02/2024

  Hello,
  Thanks for your response! I have uploaded the receipt of that day and it clearly shows that bodysuits are nonrefundable. Yet, the sales employees of this store kept sharing the misleading information that bodysuits are refundable.
  When i went back to the store on the 31st of July to refund the item, they told me it’s mentioned on the receipt that bodysuits are nonrefundable. But I got this receipt after buying the item already! Shouldn’t I know that the item is nonrefundable before buying it?? 
  They also refused to admit the mistake of their employee that she gave me a wrong information regarding the possibility of refunding the item. That’s why I had to do the recording. 
  I also tried to attach the recording to this message, when the employee was saying that bodysuits are refundable, but it didn’t work so please let me know how can I share it with you. 
  The way they deal their customers’ complains is so unacceptable, because, in the store, they literally told me “we can not do anything for you”. 
  They also provided me with a wrong email address of their customer service that does not receive emails! 
  The way they treat their customers is so unprofessional and unsatisfying. I’m looking forward to get my money back please. 
  Thank you in advance.

• Initial Complaint

  Date:14/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 wife (******) purchased a ******* *** **** from Envy at Mumford location on 08/06/2023. It was for an anniversary gift for our cousin. My wife found a stain on the cloth and showed it to the girl at the checkout counter. My wife told her that its for a gift (that's the only size left there) and she applied a $5 discount (which my wife didn't ask for) on the product after a chat with another girl at the store. We clearly asked the cashier that we're not sure about the size of the item and can we come back for a return if it doesn't fit ?. She said that you can definitely come back for a return with in 10 business days with the receipt and she didn't tell a single word that it's a final sale. But she put it on the receipt, and we didn't see that until we got back for the return (it looked like a fine receipt). She is supposed to tell us about the final sale and the policies of the company's return policy. We really liked the clothes, that's why we selected the expensive one. We traveled almost 85km to return it on the 9th day. But the same cashier refused to take it back, and she changed her words, and that's the first time we saw the final sale mentioned on the receipt. Instead of hearing our situation, she argued to state that she's right and we're lying. So, we decided to try the 2nd store location at the Parklane mall and we had a talk with the assistant manager. Nothing changed, and I was so surprised how a manager in a customer service can be so unfriendly and not ready to listen to the problem. I explained the situation, but she refused all the facts. I'm working for a bank's customer service department and I know how to put customers first. So it was so much disappointing and a waste of time. That expensive cloth is useless as it doesn't fit. Its been a month since I've been trying to contact their customer support via phone and email. Nobody is responding and its seems they give zero value for the customer’s money. It would be great to get a refund as we're going through a financial crisis.

  Business Response

  Date: 04/10/2023

  After speaking to the employee and reviewing both the discount and notes included on the receipt we are confident that our employee followed proper procedure in this instance. If a damage discount is offered at any time our employees are always required to communicate the item will then be final sale, they are also required to add a manually entered note to the receipt (which was done). It looks like our policy and procedure was fully followed by the employee and will continue to do so by not refunding this item. 

  Customer Answer

  Date: 04/10/2023

   I am rejecting this response because my wife didn't ask for the discount. My wife showed the stain on the cloth (because she was not sure about the size. So, she thought a stain would be an issue if in case of a return) and the cashier at the billing section itself put a 5% discount, which we absolutely didn't ask for. She verbally told my wife that she can come back with in 10 business days if the size doesn't fit (My wife clearly said the cashier that this costume is for a gift). The cashier didn't say a single word about the final sale. It was a fine receipt, and we didn't notice that it was mentioned as a final sale at the bottom of the receipt until we were back for a return. Why should we lie for a costume that we really liked. This company gives zero value for customer's money as they weren't even ready for an exchange. The assistant manager at the Parklane location didn't even hear our situation. This is too disappointing