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:06/13/2025

  Type:Delivery 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 several items from this business in March of 2025. The website listed a non refundable policy for all the items but also listed a date that they would be delivered by. The delivery window provided by the company allowed for plenty of time before an event I had for my daughters so I proceeded to order 2 dresses and 2 accessories. I received the accessories but one was completely broken and could not be used. I understand a non refundable policy but that is if the item is delivered in the condition promised. The item was a hair clip and the entire clip was delivered in 2 separate pieces broken. I immediately emailed the company and sent a photo of the item in the original clear bag. Eventually, after several emails back and forth I was refunded. Later, I emailed the company to advise that I had noticed that the two dresses ordered in March still had not shipped. I said I was concerned they would not arrive in time for my event and if they had not shipped yet, to please cancel. They advised that they would cancel the order however wrote back and said that they could not due to the fact that they had already shipped. A few days later I received shipping confirmation. When I finally received the dresses, it was past the date of our event and they were delivered May 8th. One month and half after ordered. I again, immediately wrote the company and left the dresses in the original packaging as they could no longer be used. They said that if I felt I was entitled to my money back as they were delivered outside of the promised timeframe then I needed to return the dresses and write a note requesting it. I did as instructed. The dresses have been fully returned per the company. I am still going back and forth with this company. Theyve offered my a gift card, which I do not need. Then they agreed to accept one dress for a refund but have left the other one and are still trying to bill me for it. That makes zero sense, I just want my money back.

  

  Business Response

  Date: 06/16/2025

  The customers version of events are totally inaccurate. When I look at this order, I am shown that there were 2 refunds issued:
  5/8 $26.74 for the damaged hair clip
  6/11 $133.74 for the 1 gown returned. 
  Please note that this customer opened 2 individual return requests. 1 return request for each Communion Gown. We provided this customer 2
  individual prepaid return shipping labels:
  Return Initiated 5/13 **** Return Tracking: 9400150206208010225113  - **** confirms delivery of this item on 5/16
  Return Initiated 5/14 **** Return Tracking: 9400150206208011177213 - There is no tracking that indicates this return was mailed back to us. 
  Please note that while **** return tracking indicates that we received tracking number: 9400150206208010225113  we did NOT receive this. 
  However, as tracking indicates the customer DID mail this item back, we were able to process this return without having received it. 
  The customer now says that BOTH communion gowns were returned in one package, despite the customer opening 2 individual return requests and us providing the customer 2 individual 
  prepaid shipping labels to mail both items back individually. Unfortunately, we can not confirm that both items are in the package because we did not receive it. I believe that **** 
  may have delivered that return package incorrectly. 
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23466035
  
  I am rejecting this response because:

  Both dresses were purchased on the same purchase. They were delivered together in the same package. However, the company had me select each dress individually to return. There was no option to return them on the same ticket. I selected two tickets only because that is the way the company requires the returns be submitted online. However, as I mentioned I did not open the package completely, I placed BOTH return slips in the package along with BOTH dresses in the original form of packaging. I am attaching photos of my communications. At no point did they say that the packaging needed to be submitted separately. Also, I was told to include a note, I included a handwritten note for the TWO dress as I was instructed to do so. Why would they read the note regarding two dresses solder up with the two return slips for both dresses and now say they only received one? I should not have been required to ship these and pay for two separate containers, thats ridiculous when they were shipped to me together, I would understand if this was a separate order but it was not, and everything needed to identify both dresses was packaged along with a handwritten note. This is more than sufficient to locate the return of two dresses that were originally ordered together.
  
  Sincerely,
  
  ******* **********

  

  Business Response

  Date: 06/17/2025

  That is absolutely FALSE. Many customers return multiple items all on one return request. 
  The customer initiated 2 return requests on 2 different dates. Because she initiated 2 return requests, she was provided 2 separate **** prepaid return shipping labels. 
  Amazon functions in this way with returns. Returns with tracking on ****** are refunded. Returns without tracking are not refunded. 
  The return requests were initiated by the customer on 2 different dates, 1 day apart. We did not receive this package. Because the customer chose 
  to not follow the return instructions we emailed with each individual return request she initiated, there is no way of knowing what items are in the package she sent, as we did not receive it, due to **** delivering incorrectly. 
  As previously stated, we manually issued a refund for the one package that had tracking indicating the return item was sent back. 
  Should we receive this package and both items are in the package, we would then issue a refund for the second item. 
  I have provided a screenshot of a return I just processed for 5 individual items all on one return request to show more than one item can be selected for return on a return request. 

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23466035
  
  I am rejecting this response because:
  This company is not representing the truth. Ive once again attached the email with the link and instructions that they provided me with regarding a return. I hit the link directly from the email and its a different page than what theyve attached as a screenshot on their end of this complaint. As you can see I had to select each item individually and select a return, which I did accordingly and two labels were created. As I mentioned previously, I placed both return labels with a handwritten note and the two dresses in the original package. If they werent accepting this, why wouldnt they have sent the dress back even? I show that the package was delivered, both dresses were in there with the note and the other label as well. If its lost in their shipping acceptance process that is on the company for not providing a better return process. They have the item, the document generated from their own portal, a handwritten note and the original unopened package containing the other dress. Im not responsible for a dress that was returned per their own instructions, if they required them to be shipped separately they should have clearly stated that, although it should have never been a requirement considering these were both purchased on the same ticket. I want a full refund as this dress arrived later than promised and was then returned to the sender in accordance with the instructions on their email.
  Sincerely,
  
  ******* **********

• Initial Complaint

  Date:05/27/2025

  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.

  On April 4, 2025, I purchased two outfits for my daughter from this company, paying $48 plus shipping for one of them. While I received the first outfit promptly, the second item was significantly delayed and wasnt shipped until April 28.I had originally needed the item while traveling in ******. Once I was notified that it wouldnt arrive in time, I requested to have it rerouted to my home in *******. Despite the item not yet having shipped, the company claimed they could not accommodate the address change.After the item arrived, forwarded by my daughter-in-law, I discovered that the fabric was too scratchy for my daughters sensitive skin. She never tried it on. I returned the item immediately in its original packaging with all tags still attached.However, the company rejected the return, falsely stating that the item had been worn or washed. This is completely untrue, and I believe it is a dishonest excuse to avoid issuing a refund.After this experience, I reviewed feedback from other customers and found that this company has a history of similar behavior. I believe they are engaging in deceptive business practices and request BBB assistance in securing a refund. I do not have pictures to upload as I never took the whole item out of the package.

  

  Business Response

  Date: 05/27/2025

  This item was returned opened, and our Mia Belle Girls hang tag had been removed and put back on in such a way that it "appeared" to have not been removed. 
  The inside shorts had a brown stain on the inside, back area. The customer chose the return reason as "Arrived Too Late" and did not choose the return reason
  item damaged or item defective. The customer did not report receiving this outfit damaged or defective to our **************** Team. 
  Please see photos of the stain on the inside of the shorts. 
  Our posted Return Policy clearly states ALL return  items MUST BE in brand new, not worn, not used, not laundered, selling condition. 
  This item appears to have been worn/used is stained and is NOT in selling condition. 
  Our return rejection email we sent offered to return the item back to this customer, as we could not accept it back in this condition. 
  We asked that they provide us with a return shipping label so we could send their item back. However, the customer did NOT provide the return label to us. 
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23380696
  
  I am rejecting this response because: The claims made by *** ****************** are completely false and fabricated. At no point did my daughter wear or even try on the item. As I explained in my original complaint, I opened the package only to feel the fabric and quickly realized it would not be suitable for her sensitive skin. I did not remove the item entirely from the packaging, and it was returned immediately with all tags intact and in the same packaging it arrived in.
  If there were any stains present, they were there when the item was shipped to me. Had I seen anything of concern upon opening, I would have contacted the company right away. I take great care in handling items, especially those I intend to return, and I would never attempt to return something that had been used or damaged.
  It is extremely concerning to see this company repeatedly use the same excuse with many customers to deny refunds. The number of complaints from other consumers with nearly identical experiences speaks for itself. This response is yet another example of *** ******************s deceptive and unethical business practices.
  I respectfully request that the BBB continue to investigate this matter and assist in obtaining the refund I am rightfully owed.

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

  

  Business Response

  Date: 05/27/2025

  Upon further research I could not locate ANY incoming emails for either order placed by this customer asking to change the shipping address. Nor could I locate any outgoing emails from our **************** Team 
  refusing to change a shipping address prior to shipping or refusing to cancel an item. 
  The customer version of events are entirely FALSE. The customer has blatantly lied regarding asking us to change a shipping address. Can you please provide a screenshot of the email where you asked us to change the shipping address 
  and of our **************** reply refusing to change the address??? 
  The pink outfit was returned with a large stain on the inside, bottoms of the shorts. The customer did not report receiving this item in this condition, the customer did not report receiving a damaged item, 
  the customer did not report receiving a defective item. The only incoming emails I could locate was regarding a blue dress from her previous order, stating that it was needed for an event and asked what our return policy 
  was if it did not arrive by the time it was needed.
  The pink outfit was returned stained/dirty. Our posted Return Policy says that damage or defects MUST be reported within 7 days of receiving the item. 
  While the customer states she handles things super careful, I find it hard to believe that she did not notice the stain that it was returned with. 
  The only emails sent were regarding order L152933 The pink outfit that was rejected for return is NOT in that order. This outfit is from order L152734

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23380696
  
  I am rejecting this response because: Continued Deceptive Practices No Accountability
  *** Belle is claiming the returned item had a stain, yet I have repeatedly statedthree times nowthat I never fully removed it from the packaging. My daughter never tried it on, as I immediately noticed the fabric was too itchy for her sensitive skin.
  I did email the company requesting a shipping address change once I realized the item would not arrive on time then costing my DIL shipping costs. That request was denied. Unfortunately, I did not save all correspondence, as I initially believed I was dealing with a reputable companynot one operating in bad faith.
  Whats most troubling is that *** Belle refuses to provide any photographic evidence of the alleged stain. This lack of transparency seems to be a pattern they use to deny refunds without justification. It defies logic to suggest that a customer would knowingly return a stained item with the expectation of getting a refund.
  If a stain was present, it was either on the item when it was shipped to me or it occurred after it was returned to them. Like many others, I believe this company uses unsubstantiated claims to avoid issuing refunds. Their lack of proof and repeated behavior as noted by Trustpilot, and other complaint boards raises serious concerns about their business ethics.
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Delivery 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 placed an order for my daughter on April 20th 2025. They sent me the items separate. The item that I did not received was the beach blossom gingham embroidered peplum top and pant set. I sent them an email and they provide me the tracking number I file a report with post office and they gave me a report number that I provided to Ma Belle Girls they responded and said that will give me an update . I never received the item and I fas charged for it never received a refund. Sent three more emails to know about the status of this lost item and they have never replied to me . This is very unprofessional.

  

  Business Response

  Date: 05/21/2025

  The customers version of events are NOT accurate. The customer actually placed 2 separate orders for the same item>
  L157570 Beach Blossom ******* Embroidered Peplum Top and Pants Set Size: 10Y/12Y Shipped by **** on 4/21 
  **** Tracking Number: 9261290339719901267431   -- Delivered IN/AT MAILBOX 4/25/2025 at 4:25 pm 
  Order 2: L159201 Beach Blossom ******* Embroidered Peplum Top and Pants Set Size 10Y/12Y Shipped by ***** on 4/25
  FedEX Tracking Number: 287945899873  - Delivered 4/28 with photo delivery
  The customer's first email to us regarding this was 5/1 several days after BOTH orders were delivered. 
  We have replied to every incoming customer email. However, the customer is not happy with the outcome. We do not issue refunds for items "Lost After Delivery"
  **** has confirmed the delivery of this package to the shipping address provided to us during the checkout process and closed the claim opened by the customer. 
  
  

  

  Business Response

  Date: 05/21/2025

  This customer threatened us with this dispute because we explained multiple times that we do not issue refunds for items LOST AFTER DELIVERY> 
  The customer placed a duplicate order, received both orders and is now demanding a refund for one of them, without returning the item. 

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23359333
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/23/2025

  The customer rejected our response, and did not provide any information. 
  Unfortunately, we are not responsible for packages lost after delivery. 

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23359333
  
  I am rejecting this response because:
  I have the email where post office reopened the case and says that package was missedpostes. I sent a screenshot of that email and they didnt respond and I think this is very unfair. If at least they responded to me but nothing. 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:04/14/2025

  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 have ordered 2 dresses from this company - same dress but different sizes. Neither dress fit appropriately and cannot be worn for the occasion. When purchased, the website said that the dress was eligible for refund no exchanges. The first dress I received a return shipping label for and stated that I would receive a refund when it was received back at the warehouse. It was received and then I received an email with a gift card for store credit even in an amount more than the price of the dress. They did not refund my credit card. The second dress said it was eligible for refund when I purchased it. Now when I try to return it, it says at this time it is eligible for store credit. They changed the refund policy after I purchased the item which is false advertisement. There is no way to speak to someone over the phone and they keep offering me extra money to spend on their website instead of issuing a full refund. I just want my money back for the two dresses that have not been worn and cannot be worn due to not fitting appropriately.

  

  Business Response

  Date: 04/14/2025

  The customer is absolutely false. Our Return Policy has been the same for years. 
  Communion Gowns are ONLY Eligible for an exchange or a gift card for store credit for 20% over what was paid for the item. 
  The Return Policy has not been changed since these orders were placed. 

  

  Business Response

  Date: 04/14/2025

  There is only 1 return request opened for order L141519 and no return request or return received for the second order

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23200596
  
  I am rejecting this response because:
  This item explicitly said that it was not eligible for exchange. Only refund. Otherwise I would have exchanged the dress for a smaller size and not have had to place a new order for a smaller size. When I processed the return, I selected full refund not store credit. 
  
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 04/14/2025

  There is only 1 return request opened for order L141519 and no return request or return received for the second order

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23200596
  
  I am rejecting this response because:
  I sent an email to customer service on Friday, 4/10/25, requesting a return due to the website refusing to provide a full refund. As I said in the email, on the return portal it says refund eligible and to click for full refund. But then it offers a store credit or cancel to refund. I clicked cancel and proceed to refund but it is not allowing a full refund as what was stated on the purchase page when I purchased the item. I am still waiting for a response from the company to email from Friday, 4/10/25. 
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 04/14/2025

  None of our Communion Gowns are "Eligible" for refund when returned, unless you received damaged, defective or wrong item/size and reported to our **************** Team. 
  That did not happen here. The items is not eligible for refund. This is clearly stated in our posted Return Policy. Our Return Policy 
  has remained the same for more than 5 years. 

  Customer Answer

  Date: 04/15/2025

  I have included screenshots that show that an exchange was not allowed and only a return was eligible for the dress. I also included a photo of being offered a store credit or declining for a full refund. The final photo shows a screenshot of the change in refund policy where it shows At this time a store credit is only available. This dress was eligible for full refund when I purchased. The refund policy has changed since the original purchase which should not be allowed. 

  Customer Answer

  Date: 04/15/2025

  I have included screenshots that show that an exchange was not allowed and only a return was eligible for the dress. I also included a photo of being offered a store credit or declining for a full refund. The final photo shows a screenshot of the change in refund policy where it shows At this time a store credit is only available. This dress was eligible for full refund when I purchased. The refund policy has changed since the original purchase which should not be allowed. 

  Customer Answer

  Date: 04/15/2025

  I have included screenshots that show that an exchange was not allowed and only a return was eligible for the dress. I also included a photo of being offered a store credit or declining for a full refund. The final photo shows a screenshot of the change in refund policy where it shows At this time a store credit is only available. This dress was eligible for full refund when I purchased. The refund policy has changed since the original purchase which should not be allowed. 

  Customer Answer

  Date: 04/15/2025

  I have included screenshots that show that an exchange was not allowed and only a return was eligible for the dress. I also included a photo of being offered a store credit or declining for a full refund. The final photo shows a screenshot of the change in refund policy where it shows At this time a store credit is only available. This dress was eligible for full refund when I purchased. The refund policy has changed since the original purchase which should not be allowed. 

  

  Business Response

  Date: 04/15/2025

  The policy was not changed. I did not see any screenshot of At this time a refund can not be issued. However, I believe that our **************** Team 
  was politely saying a refund could not be issued. Our policy has been the same for more than 5 years that I have worked here. 
  Also, only 1 dress has been returned. Not the 2 dresses the customer wants a refund for. 
  So no, at this time a refund will not be issued, in accordance with our posted Return Policy regarding communion gowns. 

  

  Business Response

  Date: 04/15/2025

  The customer's claim that our portal said this item was only available for "REFUND" not exchange is not correct. 
  Please see the screenshot for this customer's second order that she never initiated a return for. It clearly states 
  "THIS ITEM IS ONLY ELIGIBLE FOR RETURN AND CAN NOT BE EXCHANGED"
  It does not say refund. Our **************** did not promise her a refund. The items purchased are not eligible for refund when returned. This is clearly 
  stated on our posted Return Policy. Our Return Policy can be located by scrolling to the bottom of any page on our website and clicking where it says "RETURN POLICY" 
  and is also located when you initiate a return at the bottom, when you click where it says "READ OUR FULL RETURN POLICY HERE" 

  Customer Answer

  Date: 04/15/2025

  As I mentioned before, I have sent an email to customer service and sent a request to speak to someone via the chat option on the website and left a voicemail on the phone # that was provided in one email. I have not received any communication back regarding the second refund and have not been able to speak to a live person. Also customer service options appear to be AI generated responses.

  Customer Answer

  Date: 04/15/2025

  I would not have purchased with a return policy of store credit only. Why does the screenshot also offer to cancel and proceed to refund if refund was not an option?

  

  Business Response

  Date: 04/16/2025

  The customer is not entitled to a refund for either order. Both orders are for Communion Gowns. Our posted Return Policy clearly states Communion Gowns are ONLY Eligible for an exchange or a gift card for store credit. 
  Only 1 of the orders has been returned. The second order is still in possession of the customer. The customer has made no attempt to return the second order. Therefore she is not even entitled to a gift card for store credit for the second order. 

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair 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 made 1. Complaint already. The company reached out after that sent me a shipping label promised me a refund of $63.99 for the dress they sent me that wasnt not what I ordered. I sent the dress back it has been received from my reciept tracking number they have not issue me my refund of $63.99 I would like that back immediately

  

  Business Response

  Date: 04/14/2025

  **** Tracking shows this return was delivered to us on 4/9. We initiated this return on 3/18 and at that time provided a **** prepaid return shipping label. 
  USPS Return tracking clearly shows this was just mailed on 4/3 and as I said delivered to us on 4/9. Normally we process returns in a few business days. We are not open on weekends. 
  However, I have manually processed this return/refund a moment ago

• Initial Complaint

  Date:04/10/2025

  Type:Delivery Issues
  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.

  I ordered a mommy and me dress. Received the childs dress but not the mothers. I received an email from the company that the order has been delayed and should ship early February. It was never received and I have sent numerous emails to customer service without a response. I love the company and have been a repeat buyer until now. I still would like the dress or take a refund.

  

  Business Response

  Date: 04/10/2025

  Hi we are so sorry for any misunderstanding. In researching this order I could find one incoming email on 2/6.
  However, I did notice a glitch in this order. The Mom Size Small dress shows as "CANCELED" in our system, but no refund issued. 
  I am not sure how this happened. I have manually issued a refund for this item and the matching size 5Y dress as well, that you received. 
  Refund total is $62.78 and I see that an a refund notification email was automatically sent to the email address you provided when the order was placed. 
  I am so sorry for this inconvenience. Please note that I have also reached out to our tech team to report these issues to ensure they do not happen to other orders in the future.
  

  Customer Answer

  Date: 04/22/2025

   
  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:04/10/2025

  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 bought a pair of pink boots for my granddaughter size 11. When they came they were way too big. So I put in for an exchange. I sent the boots back the very next day after I received them. I have checked the status of the size 10 that they are being exchanged for and it says its still being processed which makes no sense because that was nine days ago.I sent an email yesterday and have just sent another one. I have read the comments that this companys notorious for not answering anyone. I just wanna know where these boots are and why they are sitting somewhere instead of being shipped. I need them for a show, and if I do not receive them in the next five days, they will be useless to me and will request a refund.Please find out what is happening with them and why these people are ignoring my emails and have not shipped the boots. I have attached a copy of the shipping label of the size 11 boots that I returned in exchange for the size 10 that I have not received yet and apparently have not been shipped yet. Thank you.

  

  Business Response

  Date: 04/10/2025

  This is not accurate. This return was initiated on 4/1. **** Return tracking shows this was just delivered to us on 4/8. Today is 4/10.
  Exchanges are not shipped until we have processed the original return item. However, as tracking shows this was delivered, I have contacted our Warehouse Manager 
  and asked her to send out the exchange order right away. 
  We apologize for any misunderstanding. 

• Initial Complaint

  Date:04/08/2025

  Type:Delivery 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.

  This is my second time shopping with this company, *** reached out to them to see why my card was charged again after paying full price for the item and shipping, no one reached out to me, they ignored my ******** comments and some were deleted. Ive sent multiple emails regarding my card being charged and my item not arriving. The first time I ordered with this company, my daughters Easter dress arrived after Easter. Ive placed in the order a month before Easter. **************** is horrible, they dont respond to their customers and they illegally charge our cards after the order is placed thinking that it wont be noticed. Dont bother reaching out to them regarding your current and future orders, THEY WONT RESPOND! Theyre only responding on here because they want to make people think that theyre professional and caring! Theyre far from either, they dont want their business to lose profit so they will respond to these TRUTHFUL COMPLAINTS with a false resolution. Please dont respond to my complaint knowing **** well yall ignored every email, and ******** comment, even deleted my comments!! All I commented was hey my order hasnt Arrived, or hey no one has reached out to me regarding..

  

  Business Response

  Date: 04/08/2025

  This is absolutely false. I can only find one order placed with us under the name ******* *******.  There are 2 accounts for this person but only 1 account has an order placed. 
  That order was placed on 3/7. The order was payed for using the customer ****** account. We as a seller do not receive ANY Customers payment information. Nor do we charge a credit card for them. 
  All this is done by other apps or using ****** as this person did. I could not find ANY incoming emails from this person or regarding the one order they placed. In looking at our ****** Activity
  I found one transaction for this person: She authorized $50.15 on 3/7/2025 at 10:38 am and at the same time, paid. This is not 2 charges. This is an authorization for the one charge. 

• Initial Complaint

  Date:04/02/2025

  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.

  Similar to other complaints I see on the BBB website for this company, they are not sending me a refund for a returned dress and claiming it was dirty which is completely false.

  

  Business Response

  Date: 04/02/2025

  This is absolutely false. Our posted Return Policy clearly states we only accept returns for items that are in brand new, not worn, not used, not laundered, selling condition. 
  The customer did not report the item being received in this condition or any damage. The customer chose the return reason as "TOO BIG" and did not choose the return reason Item Damaged or Item Defective. 
  This large stained area is on the front chest area of the dress and is very noticeable. We view items returned in this condition as "USED" and do not meet our guidelines. 

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23151131
  
  I am rejecting this response because: it is false.  After reading many reviews on this company, I see they do this same thing to many customers trying to make returns.  The item was returned in perfect condition and they have provided pictures from another item.  It is sad to see the unprofessional comments and approach this company takes.  I will continue to wait for my refund and ensure my network knows this company is very unprofessional and a scam.
  
  Sincerely,
  
  **** ***********

  

  Business Response

  Date: 04/11/2025

  This is absolutely false. The only complaints that we receive regarding used rejected returns, are from customers that have returned used and dirty items to us. 
  There is a large noticeable stain on the front left chest area of the dress. I find it hard to believe that the customer did not see this and did not report damage to our **************** Team, 
  if it was received in that condition. We do not keep used, dirty items purposely to reject future returns from customers. That is ridiculous. As previously stated, we are happy to return your item back to you. 
  Please provide us with a prepaid shipping label so that we may do so. 

• Initial Complaint

  Date:04/01/2025

  Type:Sales and Advertising Issues
  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.

  My items were delivered the afternoon of 3/31/25. The items were not compatible, cheap and of poor quality, and some items had cockroach secretions. The dress and petticoat were incompatible. The shoes, although new, had cockroach secretions. We were disappointed, disgusted, and immediately emailed and called customer service. We wanted help in returning the entire order but no one called or emailed us back. The day after receiving the merchandise, we returned them in their original packaging via ***, paying for shipping. We want a full refund.

  

  Business Response

  Date: 04/02/2025

  Hi. We have only received emails from this customer 3/31 and 4/1. Normally replies take 1-2 business days. 
  However, we have a link to our Customer Return Portal directly on our website. I would be happy to assist you further. 
  You stated you mailed all items back with **** May I please have that *** tracking number? 

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23147658
  
  I am rejecting this response because:

  I left two voice messages and sent two emails, the day I received the shipments, and the day after. The company has never responded directly. Today marks 2 days after our initial contact. Not a single reply. Not a single phone call back.

  Because I filed a BBB complaint, they rationalize their lack of response saying they need 1 or 2 days to reply.  

  They do not discuss the poor quality of their merchandise or answer about cockroach secretions. 

  We shipped everything back in less than 24 hours so we would not be stuck with this below-par merchandise infested with cockroach secretions and who knows what else.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/02/2025

  Happy to issue a refund, However, I just need the *** tracking number that you sent the items back to us using. 
  I asked for this information in our response. 

  Customer Answer

  Date: 04/02/2025

   
  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 if indeed they are providing a full refund. *** tracking number is 1ZGH76780307343017.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/03/2025

  Hi *****. 
  What I have done is opened up a return request for all 7 items in this order for full refund. 
  Once we have received your return from **** I will be processing it. Please note that the amount disputed with the BBB is $299.00 However, your order total is $293.98
  as Discount Code WELCOME30 was used during checkout. Unfortunately, we do not have an option to refund more than what was paid for the order. I will be on the lookout for your return. 
  I