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Business Profile

Clothing

Raiment Loft

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:27/06/2024

    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.
    On the evening of Thursday, June 13th I placed an order for a $70 shirt on the Raiment Loft website (powered by the Shop app). I chose the Express Shipping option in the amount of $21.99 with a maximum of 3 business days. The other two alternatives were $17.93 for 5 business days and $59.53 for 2 business days. On Friday, June 14th I received an email stating that the order was on the way and that I could begin tracking it. This would be in line with the 3 day shipping I had paid for. On Monday, June 17th and Tuesday, June 18th I began receiving updates that the arrival date had changed to Monday, June 24th. Upon checking the whereabouts of the package, it wasnt picked up in *********** where Raiment Loft is until noon on June 17th and then it was sitting idle in *******, *******. It would continue to be for days and then it would do so in the **. When I emailed Raiment Loft to ask, they replied that it was out of their hands and that, Please be aware that our shipping policy includes a 1-3 day processing time. Despite this, we expedited the handling of your order given your choice of shipping method. According to our records, the package departed from ******* on June 18th EST, and we anticipate the next tracking update will occur once it reaches a warehouse in ****************. I cant imagine what this would be like for the customers who choose the $59.53 advertised shipping option for 2 days. Businesses should not be able to make money from shipping. My email back about my own experiences with shipping, as someone who ships and sells through ********, and who has customers who have expectations around timeframes when I ship to them, has gone unanswered. I expected to wear the shirt for an event as it matched a pair of shorts and I was unable to do so as it did not arrive on time due to its late arrival as well. They are not acting responsible or professional.

    Business Response

    Date: 01/07/2024

    We have diligently engaged with *** regarding this issue through our Instagram correspondence.

    Dear ****,
    We extend our heartfelt apologies for the confusion surrounding your recent shipment. Despite this setback, we sincerely hope that you can still enjoy your recent purchase. To alleviate any inconvenience caused, we would like to offer you a discount on your next purchase and a refund for the shipping charges incurred on your previous order. Your continued patronage is invaluable to us, and it is our utmost priority to resolve this matter to your satisfaction. Please use discount code KOS20 to enjoy a 20% reduction on your next purchase. This code can be used once. Thank you for choosing our services, and we eagerly look forward to improving our service to you in the future.
    Warm regards,"
    Regarding shipping, please note that our shipping rates are not designed for profit. We chose *** over *********** due to its perceived reliability, although we regret that your shipment did not reach you within the expected timeframe. It is important to clarify that quoted shipping times do not include processing periods and may vary. Due to time zone differences, the shipping label was generated after office hours, resulting in pickup on the following day. We made every effort to ensure timely dispatch in accordance with our established shipping procedures.
    As stated in our shipping policy, our processing time typically ranges from 1 to 3 business days, tailored to meet the demands of our sales and shipping obligations as a small business. Additionally, our policy advises customers to expect a shipping timeframe of 3 to 8 business days, potentially totaling up to 12 days for delivery. ***************' shipment was delivered within this standard timeframe of 7 business days. We deeply regret that it did not meet your expectations, and we have taken steps to rectify the situation by refunding the shipping costs.

Raiment Loft is NOT a BBB Accredited Business.

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