Complaints
Customer Complaints Summary
- 83 total complaints in the last 3 years.
- 22 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/31/2025
Type: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.
On Jan 30, I received a text that Kitsch was having a *********** day sale - 30% off their products. Followed the link. Placed the items in my cart as follows: Rice water shampoo and conditioner - $ ***** Self Draining Soap Dish - $6.86 **** Butter Exfoliating Body Wash - $ 5.88 ***************** Shampoo and Conditioner - $ ***** Moisturizing Argan Milk Leave In Conditioner - $ 7.35 Bottle Free Beauty Travel Case - $ 5.88 These prices are indicated on the attached website snapshots I took. This total should be $57.75 with tax. However, the website was charging me $79.27. I emailed the company several times explaining the situation trying to understand what the problem was. I finally got an email back telling me to "place the order and we will credit you on our end...just let us know when it is done." So, I placed the order and emailed them the order confirmation *********, I get an email back from them telling me that the $79.27 is the correct price with a 30% off discount. I told them again, that THEIR WEBSITE was advertising a different price - I had given them the supporting proof - and they will not honor it. It is VERY DECEPTIVE. I am so unhappy with them. They advertise one price, charge another, and when I bring it to their attention, I am told to place they order, they will correct, and then they deny it. I asked them to cancel my order. Of course, no ************* - IT IS HORRIBLE that you have NO TELEPHONE NUMBER for anyone to speak with.
Business Response
Date: 01/31/2025
Hello! I am so sorry to see the 30% was not correctly applied to your order, and have passed this info along to our tech team for further investigation. In the meantime, it looks like your order was successfully canceled by out agent and the order will not be shipping out. I am so sorry again for this mix-up.
Initial Complaint
Date:01/09/2025
Type: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.
First order was lost even if it said delivered. Second order was reissued and was also lost! No update in tracking since december 12!!!! Please see screenshot.They said they have issued or started to issue refund and should take 1-2 business days to appear on my account on December 31. Given the holidays, it should have been on my account considering the business days.Order DateOrder Number December 3, 2024order #******* December 11, 2024order #******* They only have email to be contacted. I want my money back. If they cannot deliver their promise of 5-7 days delivery, they should refund instantly with customer begging for it!Business Response
Date: 01/09/2025
Refund Information:
Order
#*******
Card details
Visa 1619
Name on card
******** ****
Authorization key
re_3QS47MLriy1WG5zi1rbvlWlB
Message
Transaction approved
Amount
$43.20 (100%)
Gateway
Shopify Payments
Status
Success
Type
Refund
Payment ID
#*********
Created
Jan 9, 2025, 1:37 pm
Refund reason
Lost in TransitInitial Complaint
Date:12/20/2024
Type: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.
I placed an order w Kitsch on Nov 30, 2024. I received notice that it was in transit to *** shipping company on Dec 3. Its now Dec 19 and its still sitting at the *** shipping site. So, its most likely lost at this point. I asked for a refund for no goods received. They said I can only get a refund if I return the items. If I never got the items, how can I return them. I needed them for Christmas presents. I sent another request asking if they can send me a replacement order and I will return the first order when it arrives. They would not. Now I am out $111.62 and several Christmas packages.Business Response
Date: 12/20/2024
Hi *******,
Thank you for reaching out! I am so sorry to hear about this frustrating experience. It looks like there was some confusion on our end about the delivery timeframe for your order. I do see that it hasn't updated and per your request I issued a full refund for your order.
If you need anything else, please do not hesitate to let us know.
Initial Complaint
Date:12/18/2024
Type:Status:ResolvedMore 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.
Complaint: 22706066
I am rejecting this response because: I have shipped back the partial order I received. The return shipping label they provided shows my full order but I only received a partial order. I have tried multiple ways of communication with the company to make sure I will get a FULL refund even though the return label is for a complete order but only the partial order is being returned. When my refund is issued and finalized for this order I will be satisfied.
Sincerely,
****** *****Business Response
Date: 12/18/2024
Hi ******,
Thank you for reaching out. It looks like a return has already been started for your order, and a pre-paid return label has been sent to the email address listed at checkout. As soon as the order is scanned back to us a refund will be issued for your order.
Business Response
Date: 12/20/2024
order refundedCustomer Answer
Date: 12/30/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:12/02/2024
Type:Status:ResolvedMore 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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Business Response
Date: 12/02/2024
Thank you for sharing your concerns. We sincerely apologize for the delays and the frustration caused by this experience. We typically request customers to wait a week without movement before issuing a resolution due to seasonal volume. Per our records, a full refund was issued on November 30th.
Please feel free to reach out if you have further questions or concerns. We aim to ensure every customer has a positive experience and appreciate your feedback.Initial Complaint
Date:10/04/2024
Type:Status:ResolvedMore 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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ***Business Response
Date: 10/07/2024
I apologize for the error in processing your refund. It looks like te agent accidentally issued the refund on the replacement order, which did not have payment attached. I have issued a full refund for the original order, and you should see an email shortly with your refund information. I apologize again for our error.
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