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Business Profile

Online Retailer

Lovevery Inc
BBB accredited business seal
BBB Accredited BusinessB+Rated by BBB

Complaints

This profile includes complaints for Lovevery Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lovevery Inc has 3 locations, listed below.

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    Customer Complaints Summary

    • 44 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/03/2022

      Type:Billing Issues
      Status:
      Answered
      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 previously bought 3 playkits from Lovevery that were one time purchases for my toddler. I checked my bank account this morning and I see two charges for $129.00 for two playkits I did not order. I did a one time purchase at the beginning of September and Lovevery proceeded to add my account to there subscription based service. Ive tried to contact there customer service department via email since that is the only way to get in contact with the company, and I have still yet to receive an email to refund me my money. I canceled the subscription again which by the way they had me signed up for two playkit subscriptions. This is ridiculous. How does a big business as like not have a phone number for customers who are purchasing there product. My husband and I are so upset. I am still waiting for a return email from Lovevery for a full refund.

      Business Response

      Date: 10/28/2022

      Our Customer Experience team was able to connect personally with Ms. ******** over email. We apologize for any confusion regarding the terms and conditions of the Play Kits subscription, and are here to assist if any further help is needed. 

    • Initial Complaint

      Date:09/19/2022

      Type:Order Issues
      Status:
      Answered
      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.
      $540.40 was charged on 7/27/22 for a subscription including a book subscription as well. We received 6 books which should have been split up and sent with kits. Our online account marked the first two kits as delivered, but they were not. When I reached out to Lovevery on 9/13/22 they admitted there had been a mix up and that they would send the kits as well as two of the books they said we received that we didnt. We have since received the two book but no kits. In correspondence with them on 9/18/22 they said they would send the kits, but can not tell me when. They also said they cannot overnight the items that we ordered almost 8 weeks ago.

      Business Response

      Date: 10/03/2022

      We sincerely appreciate ****************** patience during our warehouse transition, and our team was able to connect with her regarding her multiple shipments. We do believe that all of ****************** purchases have been delivered to her at this time, but we are happy to assist further if this is not the case. 

    • Initial Complaint

      Date:09/08/2022

      Type:Billing Issues
      Status:
      Answered
      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 three kits as a gift. I received an e-mail thereafter thanking me for subscribing, but I didn't know at the time that they were keeping me credit card and planning to send kits in perpetuity. I do not believe I had received this e-mail previously when I had bought single items and kits as gifts. The website said that I had no existing orders when I logged on, but then I received a notice saying that I had to "re-register", which is how the company is getting around this dark UX (known in the trade as dark user experience) wherein they have some fine print in the check-out that says you have just signed up for a continuous subscription. I think this may be material for the ************************* I liked the company and recommended it to many friends but their business practices are highly questionable. Also, they changed the name on the billing address to the child's name.

      Business Response

      Date: 10/03/2022

      We were able to connect with ************** and are so sorry for any confusion around the terms and conditions of our subscription program. We have made sure that ****************** subscription has been cancelled and will not continue at this time. We do offer a gifting platform so that one-time gifts may be given outside of our subscription model. We believe that this matter is resolved, but we are happy to assist if any further help is needed.

      Customer Answer

      Date: 10/04/2022

       
      Complaint: 18001320

      I am rejecting this response because: I do not believe they were able to resolve the situation with me.  If so, please have them submit evidence.  

      Further, the essential point is that in forcing me to "resubscribe" in order to see my orders, the history changed from no subscription to having one.  This, I believe, is disingenuous.

      Sincerely,

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

    • Initial Complaint

      Date:09/08/2022

      Type:Delivery Issues
      Status:
      Answered
      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 did not receive the latest installment of toys from Lovevery. I was billed $108.00 on or about mid August 2022. I received an email stating the pkg was delivered on August 24 2022. It was not. I sent two emails to the company and have only received an automated response from them.

      Business Response

      Date: 09/23/2022

      Our Customer Experience team was able to connect with ************** and promptly placed a replacement order for her Play Kit. We believe this matter has been resolved, but are happy to assist if there is anything else we can do to help.

    Lovevery Inc is BBB Accredited.

    BBB accredited business seal

    This business has committed to upholding the BBB Standards for Trust.

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