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:11/18/2023

  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.

  Within hours of my granddaughter wearing the glasses - the pearls started coming off. I asked not for a refund, not for an adjustment, not for a replacement, only some pearls to replace the ones that fell off due to 3 different sizes of pearls. I was told "Unfortunately, accessories are not eligible for a return based on our return policy (ReturnBee)". I did not ask for a return - only pearls to repair their "damaged" goods. After spending more than $200 on this order - I feel it was not a unreasonable request.

  

  Business Response

  Date: 11/27/2023

  The customer was emailed on November 20th the below message:

  Dear ******,
  We apologize for the previous response, as the previous response was not appropriate for the issue reported.  You reported a defect in the item received which we will handle - via a replacement pair of glasses.  We have created a new order # ****** to have the glasses resent out to you.
  The response was given to you without consideration for the actual issue and only looked at the item and the policy assigned to that type of item - and did not address that your item was defective during the first wear.  I am reviewing this email with my team so they provide accurate and helpful responses moving forward.
  Please look out for systematic emails confirming the replacement order has been processed.  Expect delivery in 21 business days or less.  The first set of glasses delivered just over 2 weeks from the order date, and you can expect the same turnaround time from today.

  Thank you.

  Teric

• Initial Complaint

  Date:11/08/2023

  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 originally ordered this outfit on 10/22/23 . I received it on 10/26/23 and knew it looked too small for my grandmother. So I initiated an exchange and had it back in the mail on 10/27/23. They received it back on 10/31/23 and still have not sent my replacement. It is now 11/8/23. I just want them to put my exchange in the mail to me so I can get it in time for the holidays. I fell I am getting a run around through e-mail. I was promised the replacement by 11/3/23 . I have not received it and according to ***************** girls it hasnt even been mailed. Why? Why hasnt it been mailed yet?

  

  Business Response

  Date: 11/14/2023

  Hello *******,

  We have received and processed the returned item, and have released the exchange order shipment on 11/9/2023 with the below tracking link:

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

  Once the package lands to the local *********** in your area, **** will scan it in and deliver the package to you.

  Thank you for your patience as we received a large volume of returns the last week of October that are processed in the order in which they are received.

  We apologize for any delays experienced during this time.

  Thank you.

  Teric

   

• Initial Complaint

  Date:10/26/2023

  Type:Sales and Advertising 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 5 items from this business. I received 4 of them. 3 on the email they sent me had the same tracking number. Ive emailed them stating that I did not get the 5th package. They do not respond. When calling the company, automated message says due to Covid, they dont accept calls. Order was placed on 9/26/23. I will enter the amount for the item I didnt receive.

  

  Business Response

  Date: 10/30/2023

  Hello ****,

  Records indicate the tracking assigned to the boots was entered incorrectly, as the boots were on Pre-order, expected to deliver 10/24/2023.  The boots have shipped out however were later than expected, with the tracking link emailed to you on 10/29/2023.  Due to the paypal dispute, we have honored the refund back to you for the boots through the dispute portal.  We apologize for the delay, and are working to improve on our fulfillment processing on your next order.

  Thank you.

  Teric

• Initial Complaint

  Date:10/25/2023

  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.

  # ****** Ordered 2 girls shoes sizes (10)- (12)in little girls October September 23 2023 for the total cost of $ *****. The company said to order one size up. I emailed for a tracking information 4 times and they never answered .It finally arrived October 20, 2023. The shoes are way way too big especially the size 12. The little candy applications are falling off even before they could wear them. I bought them for my grandchildren 5 states away. (********)I have requested my money back and also a email with the same info as this letter. No response

  Customer Answer

  Date: 10/26/2023

  The company finally has contacted me this morning on the  return of both shoes. will send the information to my daughter in-law. I know the girls are so disappointed. They really liked the shoes. What was a fun gift has turned into heartbreak. 
  thank you

   

  

  Business Response

  Date: 10/30/2023

  Hello ***,

  We apologize for the experience and we will look out for the returned shoes for processing once we receive them in our returns facility.  Records indicate the return shipping label was emailed to you on 10/26/2023 to return the shoes for a refund. 

  We add the comment Order One Size Up note on the product as this is added after we receive feedback from the first batch of customers who received their orders and reported the sizes were too small, and so we advertise to order one size up.  

  We apologize that the size did not fit and you had to return the shoes.  If you prefer to re-order the shoes with the same discount, please see my email directly to you providing a new discount code for future one time use.

  Thank you.

  Teric

   

• Initial Complaint

  Date:10/24/2023

  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 placed a Halloween costume order on September 16, 2023 for 3 accessory items and the costume. The accessory items all came within the next 2-3 weeks as expected. The last piece (the costume) was to be delivered on October 18, 2023 but when I received my order, it was another headband for the costume which Id already received. The company does not have a phone number you can call and speak to a representative so instead Ive been emailing for 4 business days trying to get a resolution and Ive had no response. *** also attempted to reach out in their multiple ******** posts asking for someone to email or call but again, nothing.

  

  Business Response

  Date: 10/25/2023

  Hello *****,

  We apologize for the delays in receiving the costume dress on your order.  The tracking numbers entered by the fulfillment team may have been entered incorrectly, as we show the costume is tracking on the below link, and is expected to deliver tomorrow Thursday, 10/26/2023.  Screenshot attached shows the expected delivery date and status of the package.  Please let us know once you receive the package if there are any issues with the dress received.

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

  Thank you.

  Teric

   

  Customer Answer

  Date: 10/25/2023

   
  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:10/19/2023

  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.

  I ordered the ***** of hearts costume on August 30th,2023. You took my money for this purchase on August 31st, 2023. Order shows shipped and has been sitting in ************, ** since 10-2-23. I want my shipment delivered. I Do NOT want to cancel. I have tried 4 times to email and the number listed states to email only.

  

  Business Response

  Date: 10/20/2023

  We apologize for the delay in response.  The order shows as delivered today 10/20/2023 per the screenshot attached.   Please let us know if you did not receive the package or if you have any other concerns regarding this order.

  Thank you!

  Teric

  Customer Answer

  Date: 10/24/2023

   
  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:10/19/2023

  Type:Product 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 Halloween costume on 9/29 for my daughter (order #******) and it arrived on 10/14 defective. I have emailed them two times asking how I should proceed because i want to return the costume since it is defective. There website says that costumes are only eligible for an exchange but if I have to mail the costume back first, I wont get the replacement costume back in time for my daughter to wear on Halloween. For defective items, they suggest you email their costumer service team, but they are not responding to emails. Time is running out and my daughter does not have a Halloween costume and I dont want her day to be ruined. I want the company to respond to my email asap and advise how I should proceed so that I can get my daughters costume in time for Halloween. Can I return for a full refund so I can place a new order guaranteed to be delivered by Halloween OR can I process an exchange for a gift card that can be used immediately so that we can place a new order asap to receive the replacement in time for Halloween. I also feel that any exchanges should be expedited to me because of their defective product.

  

  Business Response

  Date: 10/20/2023

  Hello *******,

  We apologize for the delay in response and for the damaged buttons on the costume.  We did not know the buttons would break so easily in transit or during wear.  Per the chat conversation today, we have agreed to refund the costume $10.00 to Keep As Is.  The refund will be returned to the payment method on file within 3 to 5 business days.

  Thank you.

  Teric

  Customer Answer

  Date: 10/24/2023

   
  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:10/17/2023

  Type:Service or Repair 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 placed an order on on September 8, 2023. Three of the items had a delivery date of October 10, 2023. I still have not received the items. They are Halloween costumes for my children. I have sent three emails, Friday, October October 13, Monday, October 16, and Tuesday, October 17, and still have not heard from Mia ******************* We have a Halloween event to attend on Thursday, October 19, 2023. I ordered them well in advance. I have tried contacting them by phone, however they do not have a working phone number.

  

  Business Response

  Date: 10/24/2023

  Dear ****,

  We apologize as we looked into the issue with the gloves and the shipment is stuck or lost in transit.  This is out of our control and we apologize that the delivery failed to completely deliver to you.  We are resending out the gloves with **** Priority mail from our ******* warehouse, and will arrive before 10/31/2023.

  ****.com - **** Tracking Results

  *************************************************************************************************************************
  
  Please allow until the end of Wednesday for the tracking to update as picked up.

  This message has also been emailed to you today 10/24/2023.

  Best Regards,
  Teric

  Customer Answer

  Date: 10/25/2023

   
  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:10/17/2023

  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.

  On Saturday, September 9th, I placed an order for the Girls ***** of Hearts Inspired Tutu Costume Dress and a red wig, intending to use them for my daughter's school Halloween costume. The estimated delivery window was stated as 8 to 21 days. Regrettably, we have far surpassed this delivery timeframe, and neither the costume nor any responses to my refund inquiries via email have materialized.Upon tracking the shipping number provided to me, I observed that the status has remained unchanged for nearly ten consecutive days. The message conveyed is that a shipping label has been generated, but the package itself has not been received. With my daughter's party fast approaching next week, we find ourselves in a tight spot.In response to this situation, I resorted to ordering an alternative costume from Amazon, which arrived promptly last week. When providing delivery timeframes to customers, it is crucial to uphold those commitments. If any unforeseen shipping delays arise, it is equally essential to promptly inform customers so they can make informed decisions about seeking a refund if their needs are not met.I did reach out for a refund request, but I have not received any response to date.

  

  Business Response

  Date: 10/24/2023

  Hello *****,

  We apologize for the delay in the shipment of the order.  Records indicate the order was delivered in full on October 23, 2023.  Screenshot has been attached of the delivery confirmation.  Tracking link also here confirms the package is marked as delivered.  *****************************************************************

  We are at the mercy of the manufacturer and they delayed supplying us with the costume an extra 2 weeks, which is reflected in the delivery date.  

  Please let us know if you have any questions or concerns regarding the item by emailing ************************************ with the subject line having ATTN TERIC for fast response.  I have replied to your email with the tracking link as well today.

  Thank you!

   

  Customer Answer

  Date: 10/25/2023

   
  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:10/10/2023

  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 the first time I have ordered something from this company.-I ordered two Halloween costumes on September 1st (order number: ******). It was advertised expected ship date was September 12th. -Nowhere does it mention the shipping will greatly exceed that -Every time I checked the status, it got pushed back farther and farther. -I have reached out to the customer service multiple times and they have told me it will "ship soon". They disregarded my continuous question if it will be shipped in time for Halloween -After multiple email attempts and no responses, finally received an email it was being shipped....from *****. Nowhere in the website does it note this will be shipping from ***** -I am very dissatisfied with the lack of communication and the fact it has been over a month and these two costumes have yet to be delivered ****% false advertising

  

  Business Response

  Date: 10/13/2023

  Hello ******,

  Records indicate that on October 10 we received and processed a request to cancel the order.  The tracking was not issued to us until the 12th and the order was canceled and refunded on October 11, 2023.  The tracking information received confirms the costumes were shipped out, and delivered today 10/13/2023. Looks like you won this round, and we apologize for the delays in processing the order. We delivered the items well past the due date, and we will consider this issue resolved. Feel free to keep the items or dispose as you deem fit.

  Thank you.

  Teric