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:07/25/2022

  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.

  Here is the issue in question...for the past several days time, I have been trying to order a pair of heels for my girlfriend as a belated birthday gift from this company and after several attempts of reaching out to them via phone, e-mail, social media and the like, I receive some formatted e-mails from them not properly helping me out here and have asked to speak to a supervisor to get these issues resolved and I have even been lied to by their staff as to inventory on top of it. The website has not been working properly at my end as I have tried twice to place an order on their website so I can also have them take care of issuing me a huge discount on this order, but since I am unable to place said order online due to the many errors I keep receiving from their site, I just gave up and hoping I could order these via their phone service, but yet, they claim they cannot do this for me?! I mean, how in the world is this business still operating and functioning and since their customer service division is rendered useless to me, I need to speak to someone higher up to get all this resolved, but yet, nobody has bothered to contact me from there to bring about a proper solution and conclusion towards all this and I am at my **** end, and I want to make sure my card does not get charged by these people as a result of their incompetencies. A business of this should be investigated from top to bottom or at least bring in more people to help us customers out. I can say this that if I manage to get this item ordered from them, I will never ever order from them again and will tell all those whom I know to be better off doing their business elsewhere as there is deception all over the place when it comes to this business they are running there! All they are doing is coming up with lame excuses and for what they have been causing me there, I should get what I am ordering from them for free as a result of this chaos! Needing your help at the ** to get a resolution to this now!

  Business Response

  Date: 08/11/2022

  Good morning!

   

  I am the manager over the **************** team here at ******************** and wanted to respond to the inquiry we received. I apologize if this is considered late, I just received this on my desk yesterday 8/10. The following customer we were able to take care of and at the bottom of this inquiry will be new reviews he left for our team. The customer was attempting to make a purchase on our website and was having troubles.  He did email us stating he was having trouble completing an order with our code at checkout. I called him Friday 7/22, and started working with the customer directly. I asked him what code he was entering in, what browser he was using and if he had cleared his cache and cookies out recently. During this first call I also listened to his concerns and grabbed the items he was wanting to buy from us to make sure they could not be sold over the weekend while our technical team looked into the issues he was having with the website.

   

  I followed up with him multiple times throughout the next week via email and phone calls. The issues he was running into was using a promotional code and loyal rewards at the same time and I explained that he is unable to use both during the same purchase. After I explained this, he attempted to make the purchase but was still unable to as the items were stuck in his cart. I brought up the idea of clearing out his cache and cookies again and he explained to me that hes done that and we could try again tomorrow while I had this looked into. Over the course of the next day before I could reach out to him, he emailed me stating the issue was he needed to clear out his cache and it appeared he was able to put the order in. Prior to the order being shipped out, I made sure the items were in perfect condition and had our warehouse view his order prior to it being shipped out. I also upgraded his shipping and he received the order a few days later.

   

  From our end, the customer did receive satisfaction and below is a review he updated for us on TrustPilot.

   

  Updated Jul 26, 2022

  Brand new update provided from original complaint lodged against them several days ago. Details below.

  MAJOR UPDATE AS OF 2:50 PM CT ON 7/26/2022 AND I'M ALSO CHANGING THE **** RATINGS FROM 1 TO 5 ****S NOW...I wanted to take this opportunity to amend my original complaint PLACED A FEW DAYS AGO after talking with one of their managers named ***** for the past several days time and he couldn't have been more nicer and most kind towards me in solving this crazy issue I had with them for almost a week's time now. He took the necessary liberties to go through and outline to me everything we needed to get done to make me happy and to have the necessary items sent to me in the most pristine condition and way and I am happy to report that the issue I had with these folks is now officially resolved and completed. I managed to finally place the order along with their help via key incentives and such and getting the site to working properly again as I'm looking forward to finally receiving the merchandise I ordered today here to the house, to then give to my girlfriend and friend respectively. Folks, it took some time and research but I felt it was necessary for upper management to know what was going on with their customer service division and for their reps to have better attitudes when speaking with their loyal customers as that is not too much to ask. BUT, if you can get a hold of key management there, trust me, they WILL step up to the plate like ***** did for me and go above and beyond the call of duty and not feed you lines of script like most CSRs are known for at major retailers and outlets. I want to thank him yet again for all the help and assistance and proper treatment he demonstrated towards me today and we're finally good to go with everything regarding this order. Just be patient with these people but I suggest they get their promotions and rewards programs figured out somewhat better as it's quite confusing and cumbersome, to say the least and to allow for phone orders to also be made as they really need to look into that option, just in case the website somehow breaks down yet again. Bottom line folks, they came through after a week's worth of h*** and hassle, but they stepped up to the plate, admitted their faults and now we're good to go from here on out. THAT is how customer service should work because without us, the loyal customers, they have no business to attend to or operate. Thank you once again to ***** at BHFO and I now consider this case closed and official and done and completed with as I await my items to arrive to the house. Persistence pays off!

   

  Please let me know if there are any questions or how I can help us out moving forward,

   

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

  Customer Answer

  Date: 08/11/2022

   
  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.

  From my own mouth...***** did an awesome job for me, went above and beyond the call of duty, stepped up to the plate and solved all the major issues I had with this business and I received my items intact from this most recent order, all in brand new and in mint condition with huge discounts and such provided to me and we are now good to go and yes, I officially accept the response and service ***** and his team provided to me and the company's response, so you guys at the BBB can officially close out this case as **** it all as resolved!

   Thank you again, *****!

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