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:03/17/2025

  Type:Product 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.

  I purchased a wedding dress from Untamed Petals online. Here are the details of my order:
  
  Order Number: #*********
  Fulfillment Number: #*********.1
  Item: Sandrine - 4
  Tracking Number: 1Z1Y*********80235
  Order Placed: 2/12/2025, 8:30:31 PM
  Shipping Address: ***** ***** **** ****** **** ****, Chesterfield, MO, 63017
  
  I informed them that the dress needed to arrive before the 18th, yet it was delivered on the 18th, which was too late for my planned wedding. Prior to this, I reached out to express my concern about the delivery time. Instead of ensuring it would arrive on time, they suggested I pay additional fees for expedited shipping. However, their website clearly states that they offer free shipping on orders over $99—so why was I being asked to pay more? The dress was already a significant expense.
  
  Additionally, their policy states they do not offer refunds for damaged or worn dresses. I never wore the dress because it arrived too late. Moreover, the seams were not straight, making the dress defective.
  
  I returned the dress and requested a refund. I spoke to multiple customer service representatives, including Kelsey, and was told I would only receive store credit. Credit for what? This is a wedding store—I don’t get married every weekend, nor do I wear wedding dresses to work! A store credit is completely unreasonable.
  
  I want my money back. I work hard for my money, and it is unfair for this store to retain my payment against my will. They received the dress back, and I have the right to a refund. Keeping a customer's money without consent is unacceptable and unethical.
  
  I expect a full refund immediately.

  Business Response

  Date: 03/17/2025

  
  Thank you for reaching out. We understand that this situation has been frustrating for you, and we appreciate the opportunity to clarify our policies and the handling of your order.
  Your order was placed on February 12, 2025, and you indicated that you needed it delivered before February 18, 2025. As per our standard shipping policy, we offer free economy shipping on orders over $99, which you qualified for. However, economy shipping does not come with a guaranteed delivery date. When you inquired about expedited shipping to ensure delivery within three days, we provided an express shipping option at an additional cost. You declined this option and chose to proceed with free economy shipping, acknowledging that delivery in your desired timeframe was not guaranteed. Despite this, we processed and shipped your order on the same day to maximize the chances of on-time arrival.
  According to the tracking information, your dress was delivered on February 18, 2025, which is within the estimated timeframe for economy shipping. We regret that this timing did not align with your needs, but we honored your shipping selection as requested.
  Regarding your request for a refund, our return policy is clearly stated on our product pages, checkout process, and policies page. As a small business specializing in handmade, small-batch designs, we offer store credit only for returns. This policy applies to all purchases and was communicated before completing your order.
  Additionally, you mentioned that the dress had defective seams. If the item was indeed defective, we would have gladly assisted with a resolution per our defective merchandise policy. However, this is the first we are hearing of this issue and no defect was noted upon our inspection of the returned item.
  While we understand that this is not the resolution you were hoping for, our policies are clearly outlined and consistently applied to all customers. As a brand, we offer a wide range of fashion pieces beyond bridal, and your store credit can be used toward any future purchase.
  We appreciate your understanding and respecting our clearly noted policies and remain available should you have any further questions.
  Best,
  A*****
  Untamed Petals Customer Experience Team

• Initial Complaint

  Date:11/22/2023

  Type:Product 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.

  I ordered from their website (a $200 item) that NOWHERE on the item or in the cart, did it say the item was final sale. Now they will not let me return the earrings I purchased. They are unbelievably heavy and expensive. They are refusing to return my item due to "final sale." If an item is final sale, it should be marked as such.

  Business Response

  Date: 11/29/2023

  As explained to you by our customer service team you shopped during our Black Friday/Cyber Monday sale where the item you purchased was clearly marked as final sale in 3 places. 1. On the product page, 2. In the cart, and 3. In the return policies page that you had to check that you "agreed and understood" at checkout before processing the order. 

  We understand it can be hard to shop online but we do make it very clear during our sales when items are deeply discounted and low inventory or last call - they are final sale. 

  I am showing our team offered to make an exception for you and provide you with a store credit to help you find something more suitable. We would still be more than happy to make this exception for you. 

  As a small business we do stand by our policies to be fair to all customers but given your dissatisfaction we are trying to make a fair exception for you. 

  Thank you, 

  A***** *****