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Business Profile

Womens Clothing

Princess Polly USA
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 19 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/03/2024

    Type:Service or Repair 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.
    From Princess Polly, I bought the ******** bag (order #US12012608) hoping to use it for school. While walking to class the strap broke and my belongings fell on the concrete. My laptop screen is now cracked + it is lagging (which is a new issue, this laptop is only one year old). The buckle on the bag is CLEARLY defective, as it is 1. lopsided 2. barely hanging on and 3. facing the WRONG SIDE. I have to fix the screen or probably get a new laptop, it is my second week of graduate school, making this a huge inconvenience. **************** is only offering me a $25 refund but this laptop cost me over a grand. If their product cannot hold a laptop it should be communicated under product details so individuals like myself do not have broken valueables due to their defective products.

    Business Response

    Date: 09/06/2024

    On September 3rd, 2024, the customer submitted a complaint stating that her laptop was damaged due to a broken strap on her recently purchased **********************. The customer requested that we replace her laptop as a result of this incident.


    Upon receiving the complaint, our initial agent treated the case as a potential issue with the product and requested photos to verify the damage. However, after reviewing the images provided by the customer, there was no clear evidence that the strap was broken. Additionally, no report of a faulty item was made by the customer when the package was delivered in August.


    We offered the customer a full refund for the bag, either to the original form of payment or in the form of a gift card. The customer opted for a refund to her original payment method, which was promptly processed. Despite receiving the refund, the customer continued to request that we replace her laptop.


    While we strive to ensure customer satisfaction, we are unable to compensate for items beyond the scope of our product. In this case, we have refunded the cost of the bag in full, and we believe we have resolved the issue according to our policies.


    Thank you for your attention to this matter.


  • Initial Complaint

    Date:01/04/2023

    Type:Billing 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.
    Princess Polly charged my credit card $69.28 on 12/29/22 and it was processed 12/30/2022. I did not place an order with this company. The transaction #: ******************. Can someone please contact me about this charge so we can get this matter resolved?

    Business Response

    Date: 01/23/2023

    RE: Better Business Bureau ID: *******



    Thank you for your letter and partnership informing Princess Polly of the customer complaint submitted on 1/4/23 assigned ID: *******


    On 1/4/23 the customer reached out via email inquiring about a charge from Princess Polly for $69.28. We confirmed with the customer that no new orders had been received or charged by Princess Polly. Upon further investigation, the charge was from a previous order the customer had placed.

    The charge was a result of an instant exchange that was submitted by the customer, but ********************************************* had not received the item that was supposed to be returned. When an instant exchange is chosen, the exchange order is immediately processed and the customer has 14 days to send back the original item to Princess Polly or they will be charged for the item. In this case, the customer said they had dropped off the item at a ***************** even though Princess Polly had no record of the item being returned. Princess Polly refunded the $69.28 charge in good faith as a courtesy to the customer.

    See Attachment/File: ******************** Complaint ID ***********

  • Initial Complaint

    Date:12/26/2022

    Type:Delivery 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.
    I made an order two days ago, but right before I hit purchase I realized I never changed the shipping speed because I need it quickly. I hit an x on the screen and then it took me to a page that says thank you for your purchase even though I never hit submit order. So, I reached out via the chat on the website within a minute to ask if they can change the shipping they said no. So, I asked if they could just cancel the order so I can reorder it. They said we will get back to you in 24 hours. They eventually answered no because they process orders so quickly. I also emailed the same questions and did not get an answers. However, it has been two days and nothing has been done to my order. So they did have the ability to cancel it or change the shipping speed for me. I will have no need for the order by the time it gets to me and I will have to return it even though I contacted them directly after the order went through.

    Business Response

    Date: 01/27/2023

    Business Response /* (1000, 5, 2023/01/10) */
    RE: ********************** ID: *******


    Thank you for your letter and partnership informing Princess Polly of the customer complaint submitted on 12/26/22 assigned ID: *******

    The customer contacted our Customer Experience team via email and chat on 12/24/22 requesting to change the shipping speed of their order. Due to systematic limitations we are unable to action any changes to the shipping method chosen at checkout. The customer then requested to have their order canceled. As their order was already in fulfillment, again due to systematic limitations, we were unable to cancel the order.

    The customer was provided information located on the Princess Polly website regarding our return policy should they prefer to return the items instead.

    On 1/4/23 the customer submitted a return for all items in their order and their refund was processed on 1/5/23. As stated in our return policy, if customers opt for a refund to their original payment method $6.95 will be deducted from the refund for the return shipping label fee. As a one-time courtesy, we waived the return label fee for this customer.

Princess Polly USA is BBB Accredited.

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