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:02/13/2025

  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.

  September 27, ********************************** pajamas for $61.89 Order received December 3 Order Number: #L60423 Issue: Items arrived after Thanksgiving holiday for which they were needed; requested return Return request was accepted; however, label was not received via email Reached out twice for return label; received return label and shipped package Issue: Return rejected due to 14-day return policy and *** Belle not being able to restock items.Note: 3 month delivery was not expected either by me; however, and as a customer I had no recourse.Note: I was told that the items could not be restocked and sold. Not true as I went to the site today and item is available to purchase.Note: After constant communication with *** ******************* not once did a representative share that it may be a good idea to keep the items as the 14 days had expired although I requested that the label be resent twice and initiated a follow up as to why I had not heard from Freebee about my return. That conversation alone would have saved me the hassle of mailing the item and dealing with a rejected/denied request and having to pay for a shipping label to get my purchase back?Company's resolve: I am expected to pay for shipping to have my items returned OR have my items disposed of.Unable to reach *** Belle via telephone Given 10 days to provide shipping label or my items will be disposed of (highly doubtful).

  

  Business Response

  Date: 02/13/2025

  The customer version of events are entirely incorrect. 
  The customer initiated the return on 12/12/2024. She was automatically sent a **** prepaid return shipping label to the email address that she provided during the checkout process: *************************
  On 12/12 we sent the prepaid return label and return instructions twice to this email address. 10 days later on Christmas eve she stated she had not received the return info. We emailed it again, and then again on 1/3. 
  The customer still chose to wait until 1/17/2025 before actually mailing the return back to us. The pajamas are NOT Thanksgiving pajamas. They are Christmas Themed pajamas, that were returned weeks after Christmas. 
  Our posted Return Policy states that ALL Returns MUST BE mailed within 14 days of initiating the return. This is also explained in #4 of the return authorization and instructions email we sent, multiple times to the customer. 
  ********************************************************************
  
  These items were not mailed for over a month after delivery and after the return was requested. The items are not able to be restocked, because they were returned, out of policy. 
  We give customers an extra week to mail their return after they initiate it. However, this return was not mailed for more than 4 weeks after it was initiated. 
  Our return rejection email offered to return her items back to her as they do not follow our policy and do not meet our guidelines for returns. However, they did not provide us with a prepaid return shipping label so we could do so. 
  
  

  Customer Answer

  Date: 02/16/2025

   
  Complaint: 22936774

  I am rejecting this response because:

  I disagree with the responses from Mia ******************* For example:

  MIA BELLE: They are Christmas Themed pajamas, that were returned weeks after Christmas. 
  

  CUSTOMER: These were purchased for Thanksgiving holiday as many families begin the Christmas holiday the weekend of Thanksgiving especially if they do not spend Christmas together. 
  

  MIA BELLE: The items are not able to be restocked, because they were returned, out of policy. 
  

  CUSTOMER: No logic here. Mia ****************** has the package and the items are currently still for sale on their website. How can it not be restocked?

  MIA BELLE: Our posted Return Policy states that ALL Returns MUST BE mailed within 14 days of initiating the return.

  CUSTOMER: Items were returned 14 days of receipt of return label after 2 requests. Please stop referencing the return request as the complaint clearly states that there were two requests for the label to be resent.

  MIA BELLE: Our return rejection email offered to return her items back to her as they do not follow our policy and do not meet our guidelines for returns. However, they did not provide us with a prepaid return shipping label so we could do so. 

  CUSTOMER: After communicating with 2 representatives, neither shared that I may want to consider keeping the items as they may not be accepted as they both were aware of the timeframe. 
  

  To require additional postage for my items to be returned is absurd and to not at a minimum offer a credit to a repeat customer is even worse.

  Mia ****************** has failed to acknowledge the September ORDER date and December DELIVERY date on their part; however, they want to enforce a 14-day return policy. I am less than pleased with the poor business ethic and lack of accountability.
  

  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 02/17/2025

  I am rejecting this rejection. We emailed the return label multiple times. Our posted Return Policy states What items are eligible for return? "RETURN OF THE **** MUST BE SHIPPED WITHIN 14 DAYS OF THE DATE OF RETURN SUBMISSION" 
  The day the return was submitted we emailed a **** prepaid label and return instructions. The date the return was submitted was 12/12/2024. Therefore per our posted policy the items HAD TO BE MAILED TO US BEFORE 12/26/2024. We give a 7 day 
  leeway period. So, you could have mailed the return by 1/2/2025 to be within our policy. We have shown screenshots of our sent email to the email address you provided, and contacted us from each time, that shows we emailed you the return information 
  on 12/12 again on 12/24 and again on 1/3. Even after we sent the return label for the 3rd time, you still waited until 1/17 to send it out. Our policy states the return must be mailed within 2 weeks of being initiated. Unfortunately this return was not mailed for over 4 weeks after 
  the return was initiated. 
  
  ********************************************************************

  

  Business Response

  Date: 02/21/2025

  I just located this return and actually opened it up. The 8Y pajama set has CLEARLY Been used/worn. 
  The front pant legs were stuck together with a piece of what looks like hard candy 
  There are also some stains further up on the left pant leg near the waist. These would have been rejected for this reason as well. 
  Please see photos provided. 

  

  Business Response

  Date: 02/21/2025

  I just located this return and actually opened it up. The 8Y pajama set has CLEARLY Been used/worn. 
  The front pant legs were stuck together with a piece of what looks like hard candy 
  There are also some stains further up on the left pant leg near the waist. These would have been rejected for this reason as well. 
  Please see photos provided. 

  

  Business Response

  Date: 02/21/2025

  I just located this return and actually opened it up. The 8Y pajama set has CLEARLY Been used/worn. 
  The front pant legs were stuck together with a piece of what looks like hard candy 
  There are also some stains further up on the left pant leg near the waist. These would have been rejected for this reason as well. 
  Please see photos provided. 

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22936774
  
  I am rejecting this response because:

  It appears that the items would have been completely reviewed before *** ****************** rejected the items for "missing the return date"  (according to *** ******************) and not going back to further review. I find it absurd that the response is now that the pajamas had anything on them as I inspected them both before repackaging. The pajamas were not slept in or worn for any period of time.  I have attached a photo which shows a picture in the pajamas which was no more than a person trying on any outfit that they received which is allowable might I add. If I was absolutely sure that they would fit my daughter next season, we could have kept them.

  I am still awaiting a response from *** ****************** about the delay in the receipt of the items as well as why did neither of the customer service representatives offer the suggestion of possibly keeping the items as they may not be accepted according to the policy.  I have a call in to ******/*****(?) at ************* to see if a customer has a return and they (customer service representatives) see that the company's return date has expired why would they not have a discussion or bring to the customer's attention. I am still trying to ascertain why I would return the items past the return date knowing that I would have to pay to get them items back. Again, according to the date the label was received ***** , the package was mailed on 01.17.  I am not seeing where there is a problem with 14 days.  I reached out to *** ****************** to say that I had not received the return label.  *** ****************** did not reach out to me to say, "we see that you selected the return package item, but you have not returned the items."  
  

  *** ******************, please respond to the above. Why is it acceptable for the customer to extend ***** for a delivery that was so late and why did the customer service representatives not address the 14-day return. You cannot have it both ways.

  *** ****************** assumed that the pajamas were for Christmas and they were not.  They were for the Thanksgiving holiday leading into Christmas which is why they were ordered in September.

  *** ****************** shared that the 14 day return was not met; however, it was based on the ***** date. Fina

  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:02/12/2025

  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 ordered a dress for my daughter for a dance, when I received a email it said the item would not ship till March, I reached out that Monday to cancel the order seeing it would not be here in time. They responded stating I would be able to exchange for other items I said that was fine. The communication was absolutely terrible. Would take days for someone to answer me back ; finally I get another email a week later saying the item is not pending shipment and they cant cancel it even though I reached out WEEKS ago to cancel. They will not cancel the order and refuse to offer me a refund.

  

  Business Response

  Date: 02/12/2025

  I am not sure why a BBB Complaint was opened for this order, as you can see the email communication we have replied to every email. 
  The majority of our replies were within 1 day. Also, when I look at this order in our system, it shows as canceled and refunded in full. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22931609
  
  I am rejecting this response because: Right after I submitted my bbb and it said it sent to you 30 minutes later I magically got a cancellation. Pretty sad you have to go this route to get a refund. Will never do business with this business again and will tell everyone not to as well. Its taken more than a day to receive a response. This whole response from you was a lie. Really reflects the type of business this is. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 02/13/2025

  The order canceled as you requested, the order has been refunded in full by our **************** Team. 
  97% of all of our communication history for this order was replied to within 24 hours. I am not sure what else we can do. 
  Please note that we like all other online businesses do order retention. Which means, if a customer asks to cancel their order 
  we make every attempt including offering other items to try to "Save" the order. 
  We apologize that you had a negative experience. However, the order has been canceled and refunded 
  A dispute was not necessary. The order was canceled by a different Team Member before I opened the BBB dispute. 

• Initial Complaint

  Date:02/06/2025

  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.

  This company is a total joke. I bought a Christmas dress that arrived with one sleeve much shorter than the other missing the trim. The dress is a size 6 but was too short on my daughter and fit crooked. The time was completely uneven and the quality obviously lacking. When I returned and also sent pictures of the issue, they told me they were unable to return because they thought my daughter wore it and they wouldnt be able to resell it. Not only is this not true, but they couldnt resell such a flawed piece of cheap fabric if they wanted to. It is horrible customer service. Nothing is what it looks like online and the quality is worse than Shien for boutique prices. The right thing to do would have been to refund my money right away when I sent pictures to their email. The flaws and uneven held make it no better than trash.

  

  Business Response

  Date: 02/06/2025

  This is incorrect. This dress has clearly been worn or used. There are multiple dirty areas and dry food in several areas. 
  See photos attached. I processed this return myself on 1/8. 
  We offered to return this dirty and used item back to the customer all they needed to do is provide a prepaid shipping label so that we could. 
  The customer chose not to do that and opened a BBB dispute 28 days later. 

  

  Business Response

  Date: 02/07/2025

  These are the rest of the photos I took when attempting to process the return. 
  The customer stated that after she sent the photos we should have just refunded the item. 
  Unfortunately, when a customer receives a defective item, we need the item back before issuing a refund. 

   

  Customer Answer

  Date: 02/19/2025

   
  Complaint: 22908464
  
  I am rejecting this response because:

  The photos attached look like water or marks that could have easily happened in transit or from the packaging. It is not food since it was never worn. The dress was not properly sewn together to be worn.
  

  Like I stated in my response through email and on BBB, the dress had a crooked hem, missing trim on one sleeve, and the sleeve is also several inches shorter than the other. I dont see your pictures showing those imperfections? 

  I sent two follow up emails asking to speak to someone higher up in the company with no response. I also would never pay to have an item shipped back to me that is literally unwearable. 
  

  This should be fully refunded. It was *** Belles error in sending a dress in unwearable condition with such obvious errors. There has been no apology or attempts at a solution from *** ******************* (Asking me to pay to ship their damage goods back to me is not a solution). 

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/20/2025

  Hi. 
  As I am the person that processed this return, I can tell you the issues found are NOT water marks. They are a crusty dried up substance. Maybe food 
  or toothpaste. I did not find any issues with the shirt portion of the outfit. However, the skirt was clearly used. It may have been set on a table
  or something that had food on it. I am not sure. However, as this outfit was in your possession and then returned with dried up food or some other substance on it, 
  you are responsible for that. We do not issue refunds for items returned used or damaged. I could not locate ANY communication regarding an issue with the item  
  you received. I found that before you initiated this return you did not contact us at all to complain about defects on the outfit. 
  When you initiated this return you chose the Return Reason: "NO LONGER NEEDED" and did not choose the return reason Item Defective or Item Damaged. 
  When I look through email communication after the return was rejected, you did not say anything about the outfit having any defects or issues. You only said it was too small. 
  Unfortunately, the skirt portion of the outfit has been used/worn it is dirty, and has a dry substance in multiple areas on the front and back outside of the skirt. As this is the first 
  we are hearing of any issues with this outfit, we are not able to accept your return. As we have said multiple times, we are happy to send it back to you. Please provide us 
  with a shipping label so we can send your item back to you. 

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22908464
  
  I am rejecting this response because:

  I can assure you that I would never put my daughter in a damaged dress that WAS NOT WEARABLE, so this is not food from us. I attached the image of the email that I did send which states my complaint about the damaged dress before ever shipping it. You are lying. Im totally shocked at the immaturity of this situation. The dress has one whole sleeve at least 6 inches shorter than the other with missing trim PLUS AN UNEVEN HEM. Ridiculous. 

  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 02/21/2025

  I just submitted proof that I did complain about the damaged dress before ever sending it. They are not being truthful at all. I am not sure why this would be closed after sending photo proof of my email?

• Initial Complaint

  Date:01/29/2025

  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 put an item from Mia Belle Girls in the cart. I had not decided if I wanted to purchase the item. I I continued to browse, and I dont know what happened, but the item was ordered. The size was not correct and it was put on mycredit card.. I tried contacting the establishment via text and someone texted back. This was the same day the order went through, which was January 16 2025.. On January ******* a return label was sent to my email address. However, I had not received the item. The item did not come until January 27,,2025 . I went back to the email that I had kept with the return label and tried to print it and I was sent an email that stated the item was ineligible for return this was on Monday January28, 2025 One day after the item was received. Every time I tried to use the return lLabel the same information pops up ineligible for return. The dress is a size 12. My granddaughter wears a size 5./6. I am frustrated. This was my first time ordering from them and its very difficult to speak with anyone. Therefore, Im going through the.BBB In hopes of getting some one to assist in helping me to get a refund. Thank, you for your assistance ******* ******

  

  Business Response

  Date: 01/29/2025

  This is absolutely false. The customer initiated a return for the item they ordered on 1/20.
  We automatically emailed the customer a **** prepaid return label, a return authorization barcode form and step-by-step return instructions. 
  Please see attachments. Per **** return tracking nothing has been mailed back. This order is still eligible for return I am not sure why the customer has chosen 
  not to return it to us yet, even though we have emailed return label and return information. I was not able to locate ANYTHING where our team told this customer the item could no longer be returned. 

  Customer Answer

  Date: 01/30/2025

  This is not a false complaint. I stated a return for the item was initiated on1/20/2025. However, the item had not been received. It was delivered on Monday, January 27, 2025. I went back to the prepaid label that I had received and each time I tried to return the item with the label it kept saying item ineligible for return.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22873849
  
  I am rejecting this response because:This is not a false complaint. I stated a return for the item was initiated on1/20/2025. However, the item had not been received. It was delivered on Monday, January 27, 2025. I went back to the prepaid label that I had received and each time I tried to return the item with the label it kept saying item ineligible for return.
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 01/30/2025

  I understand what you are saying. But what you are saying does not happen. 
  Our labels can be used up to 30 days after a return has been initiated. Our return portal is NOT set up to cancel out return labels if they are not printed in a certain amount of time. 
  I have resent your return label to you and will provide it here again. All you need to do is print it.
  I can't find any outgoing emails where we told you or our system told you the items are no longer eligible to return. 

• Initial Complaint

  Date:01/27/2025

  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.

  I ordered an outfit on Black Friday 2024 and didnt receive until December, I returned within 14 days period and havent heard from the company about my refund. I have sent 3 emails and there has been NO communication. I initiated the return even before the clothes arrived because of how long it was taking and reviews I read about this business.

  

  Business Response

  Date: 01/27/2025

  Good Morning. 
  We apologize for any misunderstanding. However, per the screenshots you provided you send communications to an email address that is not monitored. 
  When I searched your email address in our **************** emails, there is no communication at all. Please see screenshots provided. The only communication is from 12/14 when you initiated a return. 
  While return tracking indicates this return was delivered to us, we did not receive it. Which is why it has not been processed. However, I have manually issued a refund for both return items. 
  Please note that our **************** email address is ********************************************************************* 
  and not @********
  Thank you. 
  

• Initial Complaint

  Date:01/19/2025

  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 3 pairs of Christmas pajamas in October. On dec 20 a package arrived wirh 1 pair. No explanation. I contacted *** belle immediately through email- they have no customer service. I have been getting the run around for a month. They say it's my fault, then it was *** fault for losing the package. It is their fault for charging for the 3 pajamas in ordered and only sending 1 pair. I want a refund for $68 for items I did not receive.

  

  Business Response

  Date: 01/20/2025

  The customers version of events are Not accurate. 
  This order was shipped all together in 1 box with ***. 
  The weight of the package in our system shows as being 3 pounds and ***** ounces. 
  When *** ships packages, they weigh each package and record that weight. The weight of the package we mailed 
  per *** is 4.7 pounds. The customer claims to have only received 1 pair of pajamas. 1 pair of pajamas does not weight almost 5 pounds. 

   

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22831810
  
  I am rejecting this response because:

  I am not mistaken. The box they sent had one pair of adult pajamas and a candy cane skirt outfit. 

  I did not receive the childs pajamas and the second pair of adult pajamas. 

  i have been a *** belle customer for years. I have ordered hundreds of dollars of stuff. Why would I pursue this if it wasn't the truth?
  
  Sincerely,
  
  ****** ***-********

  

  Business Response

  Date: 01/21/2025

  While the *** weight of the package indicates that all items were shipped together, including a fourth item from a separate order, 
  We have issued a refund for 2 pairs of pajamas. 

  Customer Answer

  Date: 01/21/2025

  I already responded to this message yesterday.  I did receive an email from mia *********************** They say they will refund $64 to my account. I will let you know if and when they do.

  It's sad that after a decade of being a loyal shopper that I have to resort to such extremes to get them to do the honorable thing.

  Thank you for your help

  ****** ***-peterson 

  

  Business Response

  Date: 01/21/2025

  This has already been refunded. However the customer chose to pay for this order using a 3rd party company "SHOP PAY" which is a payment plan or installment service. 

  Customer Answer

  Date: 01/21/2025

  As you can see from my screenshot, I did not use shop pay. It came directly from my checking account. 

  I did receive the email that they would refund me. I will update when I receive my refund.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22831810
  
  I am rejecting this response because:

  As you can see from my screenshot, I did not use shop pay. It came directly from my checking account. 

  I did receive the email that they would refund me. I will update when I receive my refund.

  
  
  Sincerely,
  
  ****** ***-********

  

  Business Response

  Date: 01/22/2025

  The items have been refunded as stated previously. 

  Customer Answer

  Date: 02/03/2025

   
  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:01/17/2025

  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 two Christmas Outfits on 11/25/2024. I received the order on 12/2/2024 and was not happy with the purchase, because it was totally different than what was displayed on the website. The quality on the website was displayed as high quality, but when I received it, it was poor quality. I then initiated the return on 12/3/2024 and sent it back on 12/31/24. I received communication from the seller on 1/13/25 indicating they are not able to accept the return based on their 14-day return policy. I responded to them on 1/13/25 indicating, "I understand the below, but why, as part of your policy, is there no way to obtain credit for future purchases? With any other merchant, they do honor those types of situations. Why is it not a policy of your company?". They indicated on 1/17/25, "Thank you for your recent return request. Upon reviewing your return, we noticed that the items were initiated for return on 12/3/2024 but were not mailed to us until 12/31/2024. According to our posted Return Policy, all returns must be mailed within 14 days of initiation. Unfortunately, these items were mailed nearly a month after the return was initiated, which places them outside of our return window."I purchased items from them in 2023 and thought, based on my history of purchasing, that they would have better customer service. I feel that based on the multiple complaints I have seen on BBB, they would improve their policies. I am requesting a full refund on the items or at least a credit for future purchases. Thank you

  

  Business Response

  Date: 01/17/2025

  Our posted Return Policy clearly states that return of the items must be shipped within 14 days after initiating the return. 
  This is also explained on #4 of the Return Authorization email we sent on 12/3 when the items were initiated for return
  The customer ordered 2 ********************** Christmas outfits. Requested to return them on 12/3 and kept the Christmas clothing until AFTER Christmas 
  and almost a month after the return was initiated. As we explained in the rejection email, we are happy to return your items back to you 
  and asked that you provide us with a prepaid return label

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22824662
  
  I am rejecting this response because: Again I understand the policy, but due to all the complaints your company receives in terms of your customer services, it shows that your polices need to change.  I have bought from your establishment before and never had an issue until now.  I did not even use the items.  As indicated before, if you do not refund, the least you can do is provide a credit.  In reading the complaints, you have refunded in the past.  Why should this be any different?
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 01/20/2025

  Good Morning. 
  
  When these items were initiated for return on 12/3 you knew you were not going to keep the items. 
  However, even though the items are "Holiday Items" they were kept until 12/31, after the holidays.
  Our posted Return Policy clearly states that Returns MUST BE Mailed within 14 days of being initiated. 
  As we also explained in the rejection email, this is also stated on #4 of the return instructions email we sent with the return label.
  As we previously explained, as these return items were rejected, we are happy to return your items back to you. 
  Please provide us with a prepaid shipping label so that we may do so. 

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22824662
  
  I am rejecting this response because as I do understand you policy, you do not have great customer service as the other complaints have indicated.  I am  seeking either a credit or a refund.  I have no need of the poor quality of your items as it is not what you depict on your website.  It is interesting that some of the complaints indicate the same issue.  It is FALSE advertising.  If I do not receive either a credit or refund, I will escalate this further.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:01/14/2025

  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 placed an order (L109138) on 12/13/24 in the amount of $222.23. I only received one item (Girls Magical Glass Slipper Princess Dress) for $36.99. I have tried numerous time to contact them and they finally said they would issue a refund for $58.86. I want a full refund of $222.33 less $36.99. They are not replying to my request and are not calling me per my request to resolve

  

  Business Response

  Date: 01/15/2025

  The customer's version of events are not accurate. 
  This order is for 7 Items. These items were shipped separately using different shipping carriers and delivered on different dates. 

  1. Girls Magical Glass Slipper Princess Costume Dress Blue Size 3T
  USPS Tracking Number: 9261290339719901047637 Confirmed as delivered on 12/21
  2. Friendly Bear Scalloped Sweater Beige Size 3T 
  Global Express Tracking Number: ***************** Confirmed as delivered with photo delivery on 12/23
  ******************************************************************************************
  3. Girls Chic Parisian Style Pom Pom Beret Red One Size
  Global Express Tracking Number: ***************** Confirmed as delivered with photo delivery on 12/23
  ******************************************************************************************
  4. Cuddle **************** Crossbody ******************************** item appears to have been lost in transit. I have just issued a manual refund for this item
  5. Girls Adorable Gingham Heart Backpack Pink One Size
  This item appears to have been lost in transit and I have just issued a refund for it. 
  6. Girls Flower Framed Sunglasses  Refunded on 1/12
  7.Quilted Cutie Crossbody Coin Purse Red One Size>> Refunded on 1/12
  We have canceled 2 items that had not yet shipped. I have refunded 2 items for being lost in transit. 
  However, the other items have been confirmed as delivered with photo delivery. 

• Initial Complaint

  Date:01/07/2025

  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.

  Order a dress and a red bow headband,make a payment and then another product like a box for $39.99 show up try to say no interested but would not do anything so click to it another show a sweater for $ ***** same things when I look my bill they charge me for the total of $126.21,I send a email right away but no response, got a email some of the items have shipped, send another email, no response just need to return that box and sweater and get my refund

  

  Business Response

  Date: 01/08/2025

  Per Customer's emails she accidentally pushed the wrong button and did not mean to order several items. 
  As 3 of the 4 items in this order have been shipped and show current and up-to-date tracking information, we are not able to issue a refund until we receive the items back as a return. 
  I manually initiated a return for the shipped items in the order and provided a **** prepaid return shipping label, a return authorization barcode form that should be included in your return package, 
  and step-by-step return instructions. Once we have received the items back we will issue the remaining refund. We have canceled the unshipped pre-order *********** Day dress that had not been shipped. 

• Initial Complaint

  Date:01/06/2025

  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 set of matching pajamas and matching sweatshirts for me and my daughter on Black Friday from *** Belle Baby. I received the pajamas but there weren't any sweatshirts in the box. I emailed them back twice on the initial "delivered" email from the company (which is the same email for their customer service) and got no response. So I made a new email and emailed them a third time about the missing items. I didn't hear from them so I went to the refund section of their website. When I initiated the "return/exchange" there was an option of missing items so I picked that. The sweatshirts were out of stock in the size I ordered so I asked they send me the larger size so at least I received some sort of item that I paid for even though it would get here after Christmas. Still no response. I reached out on ******** messenger on Dec 24th. I chatted with them back and forth and I felt like the customer service person on ******** was making it seem like I was somehow trying to take advantage of them because I requested a "return/replacement" of my missing sweatshirts, keep in mind I did that before I thought about how I could get on ******** to try to contact them. This was really insulting because I had repeatedly tried to contact them about not receiving the items, that I actually really wanted before all of this happened. I just want my money back for the missing sweatshirts at this time for $55.90 that I paid for the Christmas "Merry and Bright" sweatshirts I never received. I have attached my invoice, emails, and ******** messenger correspondence with them.

  

  Business Response

  Date: 01/07/2025

  This is not accurate. The customer ordered 4 sweatshirts. Each sweatshirt weighs about 1 pound. 
  All 4 sweatshirts were shipped together in one package. Per *** E-Commerce weight the package we shipped that was delivered weight a little over 4 pounds. 
  The customer then used our Customer Return Portal to initiate a return for 2 of the sweatshirts, and requested to do an exchange to the next size up for 2 of the sweatshirts in the order. 
  Please see screenshots provided. 
  When the customer initiated her returns, our Customer Return Portal immediately provided a prepaid **** return shipping label to her:
  USPS Return tracking number: 9434611206206861151783
  There is no tracking information that indicates the items have been returned. 
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22775957
  
  I am rejecting this response because: They said I ordered 4 sweatshirts I did NOT. I included the invoice with my complaint that shows I ordered 2 SETS of pajamas (with fir on the sleeves and bottom pant cuffs since they think the weight proves I'm lying) which includes 2 pajama tops and 2 pajama bottoms (their 1lb each weight that they are claiming with the 4 sweatshirts). So YES there was 4 items in there, the TWO pajama SETS. The sweatshirts were not in there. You can see from my first email I was very polite and asked if the sweatshirts were coming in a different package. I asked them that on December 18th. I am actually getting outraged that they are trying to say I'm lying. I would not go to this much trouble to try and cheat someone out of 2 sweatshirts or $55.90. I make about $85,000 per year. I spend $50 on stupid things all the time. At this point it is the principle of the thing. I have attached the invoice AGAIN and the first email so you can see that it was 2 SETS of pajamas (4 items total) and my first attempt to see if the sweatshirts were coming.
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 01/07/2025

  I have refunded both sweatshirts, and one set of pajamas. You should receive a refund notification email shortly with this information. 
  Refund total is $104.11. However, the BBB Dispute states you are disputing the full order total of $150.08 if you would prefer to be refunded in full, the remaining $45.97 
  We are happy to accept a return for the items you did receive. Please use the provided **** return label you received when you initiated your returns. 

  Customer Answer

  Date: 01/09/2025

   
  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. I just wanted the refund of $55.90 for the missing items, refunding more was not necessary but thank you. I hope in the future *** Belle Baby will just respond to their customers and believe them if items are missing especially when it is very obvious they didn't receive the items paid for.
  
  Sincerely,
  
  ******** ****