Complaints
Customer Complaints Summary
- 280 total complaints in the last 3 years.
- 138 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/01/2025
Type: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 December 1, 2024, I placed an order for a pair of black non-slip waterproof ankle boots in size 8.5. After 3 weeks, I received notice that they had arrived, but instead of the black boots, they were pink high heels. I have reached out to the company multiple times explaining this, and asking for the black boots, but they respond with computer generated emails stating they are sorry I am not happy with my order and can return the boots. They have charged my card and I either want the boots or a refund.
Business Response
Date: 01/02/2025
The customer's version of events are not accurate at all.
We understand that they received an incorrect item. We have provided return instructions via our customer return portal to return the wrong shoes she received.
However, they have not initiated the return. The reason given to us for this is: "They don't have the black boots to return"
We have explained via email, we understand that she does not have the black boots to return, but she should return the incorrect shoes
she received. Please see screenshots of email communication. Once we receive the incorrect item back, we will issue a full refund.Customer Answer
Date: 01/07/2025
The company indicated that it incorrectly shipped pink boots, which is inaccurate. They shipped pink high heels in a different size than the black toddler boots that were ordered.
I have asked numerous times via email for the company to ship the black toddler boots I purchased, but they have never responded to this request, and have never shipped the correct item. I never asked for a refund in any of the emails I sent to the company, all I asked is that the company ship the toddler black boots I ordered and paid for.
This was the very first time I ever ordered from this company.
Customer Answer
Date: 01/07/2025
Complaint: 22754138
I am rejecting this response because:The company indicated that it incorrectly shipped pink boots, which is inaccurate. They shipped pink high heels in a different size than the black toddler boots that were ordered.
I have asked numerous times via email for the company to ship the black toddler boots I purchased, but they have never responded to this request, and have never shipped the correct item. I never asked for a refund in any of the emails I sent to the company, all I asked is that the company ship the toddler black boots I ordered and paid for.
This was the very first time I ever ordered from this company.
Sincerely,
******** ********Business Response
Date: 01/07/2025
I totally understand that a wrong item was received. However, our **************** Team provided step by step return instructions and a link to our Customer return portal, to return
the incorrect item you received. Unfortunately, we do not allow customers that receive an incorrect item to keep it in this way. Wrong items must still be returned.
Our **************** Team provided the link to our Customer Return Portal several times, however there is still no return request created by the customer.
I have initiated a return for the incorrect item you received. I was unsure which boots were not received, so I initiated a return for both black boots in this order.
Please return only the incorrect item received any any other items in this order that you need to return. It is not mandatory to return both items. (The incorrect item received and the other pair of boots you did
receive in this order) I have provided a prepaid **** return shipping label and a return authorization barcode form, that should be included with your return. This information and paperwork
was also sent to the email address associated with this order.Initial Complaint
Date:12/30/2024
Type: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 returned a dress following their store policy only asking for credit. I tried to send you the email thread so you could see the times I reached out and their responses. Basically after reaching out many times and chatting with them and begging for a phone number they sent me a bogus message that they sent me credit. I never received it. Now I hear nothing. I really want others to know that this company is great as long as you don't need to return anything! Thank you for helping.Business Response
Date: 12/30/2024
This return was processed on 12/17. The customer was issued a gift card in the amount of $45.46
Gift Card Code: c8f796c7ff5efba3
The gift card was emailed to the customer on 12/17 and then again on 12/27 as she contacted and said she did not receive it.
I have provided screenshots from our Return portal admin area that shows the return was processed on 12/17 and a gift card was issued.
I have also provided a screenshot from the gift card area in ******* admin that shows the gift card was emailed to the customer on 12/17 and 12/27
I am not sure why this dispute was opened.Customer Answer
Date: 12/30/2024
Complaint: 22745309
I am rejecting this response because:
I never received the gift cards. Are they using the correct email address? ************************* I have ordered with them before with another email.
Sincerely,
***** ******Business Response
Date: 12/30/2024
The email address on this account, that the order was placed using is not the email address you are providing here to the BBB.
Please see the screenshot provided of the email address associated with this order and online account with us.
Nobody contacted asking to update the email address on this account. How would our systems know to email the gift card to a different email address
not associated with this order. This seems like a complete misunderstanding.Business Response
Date: 12/30/2024
Upon searching our system for the second email address provided by the consumer to BBB, there is no account under that email address.Customer Answer
Date: 12/30/2024
Complaint: 22745309
I am rejecting this response because:
Perhaps the many emails between myself and your company would alert you? Or perhaps reaching out to me in person to resolve this? Are you now sending me my credit to my current email? I couldnt tell what you were trying to do besides yell at me in your response. Your customer service is horrible. I would have lived to actually talk to a human and work this out like nice people.
Sincerely,
***** ******Business Response
Date: 12/31/2024
Hi *****.
I have tried several times to forward the gift card code and information regarding your return being processed to the email address you provided here to the BBB.
However, I keep getting an immediate email back from mailer-daemon that says the email address can not be found. I have provided a screenshot of what we get back when we send emails to both email addresses.
I have also provided a screenshot of the email we sent with the gift card code and am also posting that gift card code here: c8f796c7ff5efba3
Gift Card Amount: $45.46Customer Answer
Date: 12/31/2024
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:12/26/2024
Type: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.
Its been 7 days since i ordered a dress for my daughter, I got an email saying that they shipped my order, and I have a tracking number which doesnt work. I need to know where the package is and will it come on time because it it for my daughter birthday party on 12/31!I need to know the status of the order so I can plan ahead for another dress if this one is not coming on time!Thank youBusiness Response
Date: 12/27/2024
Good Morning. We are sorry for any inconvenience you are experiencing.
I am able to track your order: *************************************;
UniUni Tracking Number: UUS4CL0468757197891
Unfortunately, it looks like this package experienced a delay while in transit.
We are so sorry this happened. I have manually initiated a return for a full refund for this order.
I have also included a note in your return request in our return portal admin that the order should be refunded in full
as soon as we receive the order back. We are so sorry this happened.Initial Complaint
Date:12/25/2024
Type: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 Christmas pajamas 2 months in advance from this business. The order shipped to Napa but was never delivered , I have reached to them via email multiple times as no contact number is available anywhere for this company for my refund.Business Response
Date: 12/26/2024
Good Morning.
The information provided by the customer is not accurate.
The pre-order pajamas in this order was shipped on 12/6 via DHL E-Commerce with **** delivery.
When I track this order using both DHL and ****, the package does not show as delivered.
However, it does show that delivery was attempted on 12/23 and a notice was left by **** regarding this
When **** leaves a notice that notice has step-by-step instructions on how to schedule a redelivery or pick the package up at their local ****
Post Office. Unfortunately, until the package has been scanned as "Return To Sender" we are not able to issue a refund.Customer Answer
Date: 01/10/2025
Complaint: 22730267
I am rejecting this response because: I have returned the pajamas and still have not received my complete refund.
Sincerely,
******** *****Business Response
Date: 01/13/2025
We have not received this order back as a "Return To Sender"
I located some information on our website, Return Policy regarding orders such as this and refunds for them.
Unfortunately, as we have not received this order back, and it has not been scanned as a "Return To Sender" we are not able to issue a refund.
********************************************************************Initial Complaint
Date:12/20/2024
Type: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.
Didnt get in on time and keep changing the date. Cant wear it to any events that we plan on wearing. Just very disappointed in the service. Cant get ahold of anyone until I went on instagram and got a replyBusiness Response
Date: 12/23/2024
We are so sorry this happened. Please rest assured that I have manually refunded this order in full.
You do not need to return the items that you received. I have spoken to our **************** Team to see how this happened.
We apologize for this experience.Initial Complaint
Date:12/20/2024
Type: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 2 pairs of pajamaas on October 18, 2024 (order L74412). The items were delivered on December 12, but one pair was damaged. I filed the return on their website on December ********************************** the damaged pair. I also immediately placed the damaged pair in the **** mailbox with their return label. I have attempted to contact them 5 times through email in order to check on the return and have not recieved a response. It has now been over a week with no response, refund or replacement item. They have no working phone number and they don't respond to emails. This company is absolutely terrible.Business Response
Date: 12/23/2024
The customers version of events are not accurate. The customer used our customer return portal to initiate a return on 12/12. Where we provided the customer with
a **** prepaid return shipping label. **** Tracking Number: 9400111206206827648010
When I track this return, there is no tracking that indicates it was shipped.
12/12 Shipping Label Created
Nothing that states it was mailed at all with ****.
We replied to the customer's email on 12/20 when he contacted us about receiving the exchange. Where our **************** Team
explained that items being returned for exchange, must be returned first before the exchange is shipped. We also explained that when
we tracked the return there was no tracking that indicates it was mailed back to us or received by ****.
The customer contacted back stating he dropped it off at his local **** office and now assumes it has been lost.
**** tracking still shows no tracking that indicates anything was mailed back to us 12/23/2024.Customer Answer
Date: 12/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response is accurate. However, it's also a shame that a customer needs to contact the ******************** in order to get them to respond to an email.
Sincerely,
**** ******Initial Complaint
Date:12/20/2024
Type: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 Coat and purse for my granddaughter a month ago and havent received it yetBusiness Response
Date: 12/20/2024
The items in this order show on our website that they are fulfilled and shipped from our overseas fulfillment center and require up to 21 business days for delivery.
This order was shipped 11/25 but it looks like due to the holiday season, it may have been delayed.
YunTrack Tracking Link: *********************************************************************
This package will be delivered by ****. However, until the package has been handed off to **** there will likely be no tracking information on the **** website.
Technically they are not yet in possession of the package to provide tracking information.
The order confirmation email we sent when this order was placed explains the shipping timeframe and provided an estimated delivery of 12/24 for this order.
I have provided a screenshot of the order confirmation email.Initial Complaint
Date:12/16/2024
Type: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 October 29, 2024 I placed and order with Mia Belle Girls for a Christmas sweatshirt and pajamas totaling $82.65. On 12/6 I received an email that my order has shipped along with a tracking number. When I click on the tracking number it says the shipping company is awaiting package and the location has never changed. I have attempted to contact Mia Belle Girls via email, ******** messenger and directly through their ******** with no response. These items were needed this week and if I won't receive them by Thursday of this week I need a full refund.Business Response
Date: 12/18/2024
The customers version of events are not accurate. Our customer service staff replied to her email yesterday and provided a different
tracking number and explained that it has an estimated delivery of today 12/18.
DHL with delivery by **** 9261290339719901047040
When I track this order on the **** website, it has a status of "Preparing For Delivery" today 12/18
See screenshot. **************************************************************************************
Even though this order is going to be delivered, I have issued a full refund.Customer Answer
Date: 12/18/2024
I just want to clarify that my report was 100% accurate by attaching screenshots showing dates of when I first received an email stating my package had shipped (December 6th) and that the tracking number provided in that email still states the package is waiting to be picked up. The company did respond to me finally yesterday with a new tracking number so that is correct however I emailed them as the image shows on 12/12, gave 4 days for a response then reported them to the BBB. I am satisfied with the resolution.Initial Complaint
Date:12/15/2024
Type: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 recently placed an order with this merchant for one single item. I received confirmation of my one purchase. Within a matter of minutes, I received a second email, confirming my purchase, however this time there was a second item added, that I DID NOT add to my order. Ive attempted to contact them many times, to resolve this issue before the item ships. Although I have received many emails since, none of them have been in regards to fixing my order and refunding me the amount for the added item that I did not order.Business Response
Date: 12/16/2024
Good Morning. We apologize for any inconvenience. We do not add items to orders
These changes can only be made by the customer within 15 minutes of ordering with us.
However, I have canceled this order in full.Initial Complaint
Date:12/14/2024
Type: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 two Christmas dresses from this company and two pairs of shoes and paid extra for rush shipping. When the first part of the order arrived, it was two items I did not order. I paid 178 dollars for the items I bought. I emailed customer service numerous times and have received no response and it has been ten days. There is no phone number to call and no way to contact them except through email and I am not getting a response that way. I want a full refund for my order.Business Response
Date: 12/16/2024
Good Morning. We apologize for the delays and inconveniences you have experienced with this order.
We are sorry that you may have received incorrect items. However, as all 7 items in the order have been shipped and several of the items
have already been delivered, we are not able to just issue a full refund as you are requesting. I did not see that a return was initiated in our Customer Return Portal
for any of the items in this order. I have manually initiated a return for all the items in this order. A **** prepaid return shipping label has now been provided for these returns.
Once we receive all of the items back, or the items that you would like to return, we will issue a refund. We apologize for this inconvenience.
Please note all return information provided here, has also been emailed to the email address you provided during the checkout process.Customer Answer
Date: 12/16/2024
Complaint: 22686878
I am rejecting this response because:i did not receive the items I ordered. I already attached a photo of the items I received, that were sent attached to a tracking number for the actual items I ordered. You cannot tell me you wont refund me for items you never sent. If you sent me the WRONG ITEMS I am entitled to be sent the correct items or be refunded for those items since they were never sent. You cannot send the wrong items and then say you wont refund me for the items I actually ordered.
Sincerely,
******* *****Business Response
Date: 12/16/2024
You are disputing the full order total according to this BBB Dispute. We can't issue a full refund for all items in the order, without receiving a return for "ALL" items in the order.
Second, as previously stated we have provided you with a **** prepaid return shipping label to return the items you would like to be refunded for.Customer Answer
Date: 12/16/2024
Complaint: 22686878
I am rejecting this response because:i havent received any items that I ordered is what I am telling you. I received two outfits that I did not order, which I sent a photo of. I did not receive ANY items that I ordered.
Sincerely,
******* *****Business Response
Date: 12/18/2024
All the items in this order have been shipped. I understand that you have not received some of them, but they have all been shipped.
We do not have a way to stop a shipment. Also, your original complaint stated that you paid for "Rush" shipping. We do not offer "Rush" shipping or "Expedited" shipping as many of our
items are listed pre-order items not expected to be shipped right away. Some of our other items are fulfilled and shipped from our overseas fulfillment center and require up to 21 "Business Days" for delivery.
These items are marked this way on the item's detail pages of our website.
Lacey Bow Tie Princess Mid-Calf Boots Red Size 12 Tracking Number: GF5022452118872
Tracking Link: **********************************************************
Holiday Bowknot Princess Flat Leather Shoe Red Size 12 and Delicate Touch Knee White High Ribbon Socks White Size Large Tracking Number: GF5023861903440
Tracking Link: **********************************************************
Under The Mistletoe Tiered Sleeve Miya Dress Green Size 7Y/8Y and Mistletoes and Twirls Christmas Plaid Tutu Dress Green Size 7Y Tracking Number: 282520030791
Tracking Link: ********************************************************************************************
As all the items have been shipped and your Better Business Bureau complaint states you are asking for a full refund for all items in the order $175.52 we are happy to accept returns
for the items you received incorrectly and for any other items you would like to return. Once we receive those items back from you we will issue a refund for the items.
We have already provided a **** prepaid return shipping label to return the 2 incorrect items you received please mail the items back to us, so we may issue a refund.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.