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Business Profile

Online Retailer

SheFly Apparel

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:01/04/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Placed a gift order for Christmas and when I went to exchange 2 of the products that were not the correct sizes within the timeframe allowed I was informed this was a final sale and not returnable. In no place on the website before or during purchase did it inform me this was a final sale, it does not state this on the receipt either. It actually states the opposite that they provide hassle-free exchanges and free returns for store credit Again there was no notification that this item was not returnable or exchangeable. I inquired twice by email about this and have received no response. And I will be falling out of the allowable return timeframe in less then two weeks.

  • Initial Complaint

    Date:11/01/2022

    Type:Product 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 bought two pairs of pants online from SheFly. I received the goods in August 2022 but had to exchange one of the items (wrong size). The company sent me a new item (value $168) and then two weeks later I received an invoice from the courier ***** for import duties amounting 71. At the time of the purchase, the companys email website stated Duties and taxes will be included in the international shipping fee at checkout. You will not be charged ************** upon delivery. When I contacted the seller about the ***** invoice they replied Unfortunately as a small business, we are not able to cover these fees as they would put us at a loss in profit and it would actually cost us for this sale. We're sorry if there was confusion with your exchange. You are the first international customer who has requested an exchange, so we didn't have any duty estimates to provide you with. I rejected invoice from ***** explaining the situation but they threatened me with Debt recovery company and I had to pay the invoice. I require a refund for the import duties from SheFly.

    Business Response

    Date: 11/02/2022

    Hello Aja'Dae,


    When we initially launched our company back in 2019, we accepted international pre-orders. Unfortunately as a small start-up, we did not have enough data to provide customers with expected duty charges. Attached is a pdf of our site/return policy at the time of the customers purchase. We stated that we would offer exchanges on all orders but nowhere on our site did we accept responsibility for duties and taxes incurred upon delivery. We have since made many updates to the site, one being our current international shipping policy. Screenshot attached. Also linked here at the bottom of the page: https://sheflyapparel.com/pages/shipping 


    The screenshot of our site provided by the customer is of an unlinked draft page, created more than a year after her order was placed, and intended for when we reopen international shipping later in 2023. This is an unfinished version of a future policy and in no way has been finalized. We are unclear how she was able to view this page as we have not accepted international orders since 2021. Again this is a draft policy that has no relation to her 2021 order and has never been linked anywhere on our site. Once we begin accepting international orders again, we plan that new customers will be charged all duties, taxes and fees at checkout. Therefore, they will not be required to pay these fees upon delivery. This customer was not charged duties or taxes at checkout. See the attached pdf of her order invoice.


    If the customer did not want to pay the required duties, she could have refused the delivery and we would have refunded her full purchase without issue.


    Thank you for your time.


    Best,
    The SheFly Team

    Customer Answer

    Date: 11/03/2022

     
    Complaint: 18331385

    I am rejecting this response because:

    Hello,

    Thank you for your response. Unfortunately, I am unable to view the attachments you mention but the statements in your response are incorrect. At the time of the original order (2021) and my return (Aug 2022) your website stated "Duties and taxes will be included in the international shipping fee at checkout. You will not be charged duties & taxes upon delivery." You changed the shipping information on your website shortly following my complaint. The snapshot of the website I attached is a copy of you webpage cached by ******* ****** takes snapshots of each page as a backup so it had historical version of your website when I accessed the cache. The information quoted was published for everyone's view and this is what I based my order on as I wouldn't have purchased your items otherwise.

    With regards to refusal of delivery. At no point was I advised by SheFly or ***** about any import duties until a few weeks after delivery, by then I had already removed the tags and worn the pants so would not be able to return them according to your refund policy. If ***** had presented me with the information about import taxes at delivery I would have obviously refused it at that time. 


    Sincerely,

    **************************

    Business Response

    Date: 11/03/2022

    Hi again, 

    As we've stated, this cache is of a draft page intended for a relaunch of international shipping in 2023. We are sorry that the page caused confusion but is was never linked in the shipping policy of our site and is not and has never been an active policy. We have not accepted international orders since 2021. We have provided a pdf of our site from the time of the customers purchase as we still have access to the 2021 version of the site. Our site was on a different web platform then. This was also the platform with the customers initial order invoice. We offered exchanges on all pre-orders but never accepted responsibility for international duties and taxes. Attaching the documents again. Hopefully they come through this time. 

    We are very sorry that these fees are so high but we do not have control over government policies and as a small business do not have the capability to pay duties incurred on shipment. 

    Best,
    Team SheFly

    Customer Answer

    Date: 11/04/2022

    Complaint: 18331385

    I am rejecting this response because:

    I believe I was mislead by the seller as there was no information provided that I would be charged any extra fees after delivery.


    Sincerely,

    **************************

SheFly Apparel is NOT a BBB Accredited Business.

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