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:12/07/2022

  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 two swim trunks from Cappelles online store via Apple Pay using their BOGO promo code. The Apple Pay purchase flow indicated that regular shipping was $4.51, but I was charged $12.47 instead. There was no option to modify the shipping so it would be $4.51. I completed the purchase then emailed the company about the shipping. While waiting for a reply I later noticed **** offers were non-returnable. This info was not indicated in the purchase flow or email confirmation. On the sites home screen, the marketing messages do not clearly indicate the no returns restriction. It is in small disclaimer on the visual but not in the headline or in the promo message at the top of the screen. There is no asterisk or message indicating restrictions apply. I contacted Cappelle about this and received emails from ***** saying that the shipping has always been $12.47 and the non-returnable issue is clearly stated everywhere. She also said this kind of policy is common: It's very likely, anywhere you buy an item on sale, you cannot return it for refund. These statement are incorrect and I said so. ***** stopped responding to my messages. I then posted comments on social media about the companys fraudulent and unfriendly policies. I received an initial reply but then the company stopped responding.

  Business Response

  Date: 12/07/2022

  Hello,

  This customer made a Buy 1, Get 1 FREE purchase on our website. All of our ads, store policies, and emails stated **** purchases are final. A customer has the option of returning for a size exchange or store credit, yet this man was outraged he did not see the **** sale was final. Our store policies are very clear on our website. We should not be penalized because an angry customer did NOT READ! https://*********************************/pages/returns-and-exchanges

  In regards to the shipping cost, our standard shipping rate is $12.47. Also information on our website. https://capellemiami.com/pages/shipping-options 

  The customer claims shipping said it was $4.51 yet we have NEVER ever had a shipping rate that low. He is upset, again, for buying without reading what he was paying for. 

  I assure you we are a credible U.S. company that has excellent customer service. We stopped responding because this man has graduated into full on harassment at this point. He should of read the emails and our store policies. And he should've checked what he was paying for to see that shipping was $12.47.

  My VP of operations, *****, kept conversations going with this man but it was no longer of any use since he was so angry for not noticing **** purchases were final sale. Again, the customer is also responsible for reading store policies and emails. 

  ******* Miami prides itself on great customer service, just read our ****** reviews and reviews on our website. Most stores hold Black Friday deals and most are final sale. This is not wrong as long as it is indicated in communications, which it was. Yes, it is in fine print, but ALL companies do the same. I am attaching all images of emails he received, purchases he made which state the purchase was ****. Our store policies and shipping policies and the email conversations. 

  I assure you, we are not in the wrong. This man has developed a personal vendetta when he should hold himself accountable for not reading and not checking what he was buying. Our products are also great quality and known to be a luxury brand. 

  Please get this man to stop harassing us.

   

  Thank you.

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

  CEO

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18527316
  
  I am rejecting this response because I provided documentation of the shipping price being $4.51 (click on the ? in Apple Pay), and because the company does not have its return policy noted everywhere. Again, when using Apple Pay the return policy is indicated nowhere and the $4.51 shipping is clearly shown. I am providing the attachments again.

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

  Business Response

  Date: 12/08/2022

  Hello,

  *** of your checkout pages read $12.47 Sir. *** of them. You did not read what you were paying for.

  You have one screen shot of what looks like our website page but we have never charged $4.51. Even if it was an outdated page, we have never charged those rates. You have develop a personal vendetta over items you purchased with a standard shipping rate of $12.47 and now upset with our business for your error. 

  I ask the BBB to review all of the customers attached, clearly showing the checkout rate was $12.47. Conveniently, he paid attention to store policies on the shipping rate but failed to see that BOGO was final sale.

  This is no longer productive as mentioned. This customer is out of line.

  Customer Answer

  Date: 12/14/2022

  Complaint: 18527316
  
  I am rejecting this response because:
  This is not anything personal at all. It is a complaint about ******** business practices and my dissatisfaction with their products.
  
  
  Before purchasing the swim trunks, I was regularly presented ads on ******** promoting ******** products. Free returns and free exchanges feature prominently in the ads. See attached example.
  
  
  I signed up for emails and saw similar messages. When the **** offer started to appear, I was enthusiastic about it and decided to purchase. Only now do I see how the policy is buried in small print. Its easy to overlook or not notice the tiny print because its not referenced. Im attaching an email where the return exception is not visible above the fold. In other words, a customer would have to search for the exception. Why would someone search for a change in policy when the ads were heavily promoting free returns & exchanges?
  
  
  Other online retailers clearly indicate when there are policy exceptions. I am attaching examples from Vessi shoes and Bonobos clothing, both of which I purchased from recently. Their return/exchange policy is explicit and clear and obvious.
  
  
  I am disappointed with my ******* experience. I believe the companys advertising is deceptive. I also believe any company not willing to accept returns is a company that doesnt stand by the quality of its products. Its possible online to buy mattresses, pillows, even underwear and socks risk-free. How can it be that unworn swim trunks with their tags and packaging attached are not returnable?
  
  
  Thank you for the $7.96 shipping refund. I am pleased the shipping shown in Apple Pay was honored.
  
  
  I wish to return the swim trunks for a refund. I am willing to pay return shipping costs. Its great that ******* has many happy customers. By allowing me to return my purchase at my own expense, the company will demonstrate good faith and responsible business practices.
  
  Sincerely,
  
  ***********************