Complaints

This profile includes complaints for Fabulous-Furs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fabulous-Furs

  20 W 11th Street Covington, KY 41011

  
• 

  Fabulous-Furs

  25 W Robbins Street Covington, KY 41011

  

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:04/06/2023

  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.

  In March 2022 my husband spent approximately $650 on a coat. The code was too large and I had to return it, and I asked for a credit. However, shortly after I have contacted Donna s***** to just refund my money, I’ve talk to four different people. They always say they’re escalating it. I never get a follow up. I’ve sent them the documentation repeatedly.

  Business Response

  Date: 04/06/2023

  I spoke with **** ********* earlier today and apologized for the lack of response to their inquiries.  I was able to provide her the information on the gift certificate they were looking for.  I am waiting on a response from *** *** **** ********* on how they would like to proceed.  If they still want a refund or if they want to keep the gift certificate that was issued back in March of 2022.

• Initial Complaint

  Date:01/30/2023

  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.

  Retuned $260 brand new coat within 30 day return policy. Have tracking information they received coat back and have not received my refund within their 15 business day refund policy. Nobody answers the phone and all they tell me is they will Escalade to billing department

  Business Response

  Date: 01/31/2023

  I apologize for the delay in processing the refund.  We have attempted to issue the full refund to the customer however, the bank has declined the credit.  I will reach out directly to the customer to see if her card has been compromised or if a chargeback has been issued.

   

  We have received an influx of returns recently.  We are at the 15 business day today from when the return was received.  Again, apologies for the delay.

• Initial Complaint

  Date:01/24/2023

  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 have returned 2 orders #********** for $379.08 and #********** for $318.89. I called customer service 3 times about my refund as they confirmed with the UPS tracking number both were received 1/6/23 and I should have my refund by 10 business days and still don’t have it. Customer service only says they will escalate, but nothing has happneed and I’m out a lot of money.
  I also returned order #********** for $252.69 via UPS delivered 1/18/23. I’m concerned I’ll have the same issue with getting my money back.
  Please help.

  Business Response

  Date: 01/24/2023

  I apologize for the delay ini processing *** ********* returns.  We have experienced a large influx of holiday returns that can take us upto 10-14 business days to process.  We have also experienced staffing issues due to illness that have also delayed our processing.  

  I have already processed all three of *** ********* refunds and sent her refund receipts via email.

   

  Again, I apologize for the delay.  We are working as quickly as we can.

   

  Thank you,

• Initial Complaint

  Date:01/21/2023

  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.

  Returned merchandise using the return label provided by Donna S Fabulous Furs UPS. I verified the company received returned item on 1/4/2023 by phone Customer Service ###-###-#### Order ******** amount $337.75. I still have not received my refund to my credit card in 17 days. I have asked for manager to contact me for one week and NO CALL BACK. I just want my refund immediately.

  Business Response

  Date: 01/23/2023

  I apologize in the delay processin the return.  We have been delayed in processing refunds due to staffing issues.  I will email the customer a refund receipt today.

   

  I am very sorry for the inconvenience.  At this time of year we can take 10-14 business days to process the heavy influx of holiday returns.

  Customer Answer

  Date: 02/01/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 

  Per customers phone call.  

  Please close as resolved at this time, I received my refund.

  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  

• Initial Complaint

  Date:01/08/2023

  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.

  Ordered “Ready or Not Reversible Storm Coat” Cost $325 from Fabulous Furs (FF). Received Arctic Wolf Shawl Collar Coat $395). Returned Shawl Collar Coat via UPS on Dec 26, 2022 using FF return label and reason for return sheet. The order sheet had the correct information (right coat, right size, etc) but someone placed the wrong coat in the shipping box. Received notice via UPS tracking site that the return window expired and to contact the seller. FF received the returned coat on December 29, 2022. Multiple attempts to contact the seller were futile. I went on line to use live chat and no response. The screen alert states waiting for agent. I called the 1800 number and would be placed on hold for over 10 minutes. I would hang up after 12 to 13 minutes. It is exhausting having to wait to speak to someone. Further, you are not advised how long you may be waiting in the queue before speaking with an agent. At this time, I am without a coat for my wife. FF received payment for a coat; sent the wrong coat; FF window for return expired; FF kept the coat that I returned on Dec 26.
  
  Remedy requested? I would like a full reimbursement or receive the coat that I ordered for my wife.

  Business Response

  Date: 01/11/2023

  I am very sorry for the lack of response.  We have experienced a staffing issue with our contact center.  I am reaching out to *** ******* today to resolve the mishipment issue and get his wife the coat he ordered.

  Customer Answer

  Date: 01/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  On Thursday, January 12, 2023, I received a package from Fabulous Furs. Fabulous Furs sent the correct coat but the WRONG size.  This is the 2nd time I was sent the wrong product.  I am returning the coat and want full reimbursement.  I do not want to have any shipping fees deducted since the company failed twice to send the right coat. 
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 01/17/2023

  I am very sorry to have disappointed the customer twice.  We will process a full refund with no deductions. 

  Customer Answer

  Date: 01/27/2023

  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. 
  
  
  
  Regards,
  
  
  
  ****** *******
  

• Initial Complaint

  Date:12/17/2022

  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.

  On 12/10/22 in order *******************, I paid $324 for a snow lynx fireside stroller in size XS from Fabulous Furs through ****** *****, with prime shipping. I could have bought the same coat for $250 on the Fabulous Furs website directly, but could not have received it in time for an event, so I paid $75 more for prime shipping. I did not receive the coat in the required time under ****** ***** shipping because Fabulous Furs fraudulently failed to ship the coat in the required time from its warehouse. I emailed Fabulous Furs to ask about this, and Fabulous Furs acknowledged receipt of my email, with no further response. When I finally received the coat on 12/16/22, it was not wearable because it was defectively sewn. (I have 3 other Fabulous Furs and know how the coat should appear). Hard clear cords ran the length of the outside of the coat, like guitar strings, and blocked entrance to the pocket. Because the lining was not sewn to the coat, you could break the threads holding the coat together when you put your hand into the pocket. Fabulous Furs increased the price of the coat to $375 on Amazon, and did not offer a replacement, but only offered for me to purchase a new coat for $375. Because Fabulous Furs ignored my emails and requests to resolve this issue, and forced me to use my time to file complaints, they should greatly reduce the cost of a replacement coat to compensate me for this time (as in comp a coat). If not, at the very least they should offer the coat for the $250 I could have purchased it for on 12/10/22 and overnight the coat- and ensure the coat is not defective before sending to me.

  Business Response

  Date: 12/19/2022

  We spoke with the customer earlier today.  Our steps to resolution are listed below.

   

  We have issued a refund of $80.25 to price match the
  current promotion we have of 35% off coats bringing your total to $243.75.

  
  Our warehouse has already expedited the replacement coat
  to your office address.  (we provided the UPS tracking number to the customer)

   

  Lastly, we included a return label in the package to
  send back the defective coat received in the first shipment.

   

  We are sorry for the inconvenience and hope that this resolution is acceptable to the customer.

• Initial Complaint

  Date:10/26/2022

  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.

  I ordered a faux fur jacket & an umbrella from Fabulous Fur’s on October 19th in the total amount of $239.01 . They shipped the umbrella which cost $25.52 but they didn’t ship the fur jacket . The amount of $213.49 is still pending on my card for the jacket that they actually never shipped & now they claim that the item is no longer available !!!!!!!!
  I have spoken with numerous customer service agents via phone…chat…as well as social media !! All of them have said that they will escalate the issue but they have ALL failed to resolve the problem of the $213.49 pending charge !! The last agent that I chatted with approximately 10 minutes ago said that there is nothing that she can do for me at this point !!! Why won’t they just cancel the failed transaction & reverse the $213.49 charge ? This is by far the worst company that I have EVER attempted to do business with !!! I just need someone’s assistance in motivating them to cancel the failed transaction & reverse the $213.49 bogus charge. Up until this day they have FAILED to resolve the issue !!! This company has such awful customer service & they display severe incompetence !!! I am beyond angry because I feel ripped off !!!

  Business Response

  Date: 10/31/2022

  First I would like to apologize for *** *** not receiving a response sooner.  I am investigating why we did not receive her escalated case from our out-sourced call center.   Attached is shown where Fabulous-Furs captured the amount of $25.52 on 10/19/22.  The additional funds that were authorized should have fallen off within seven days of 10/19/22.    I am following up with our credit card processory to verify that authorization has fallen off of *** ***** card.

  I apologize for the inconvenience and will follow up with the customer directly once I have heard back from the credit card processor.  

  we have recently switched to a new out-sourced Call Center that is managing our calls.  This is not a typical situation when it comes to our customer service.  I appreciate *** *** reporting the issue so we can move forward and make sure this does not happen again.

  Customer Answer

  Date: 11/04/2022

  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. 
  
  
  
  Regards,
  
  
  
  ******** ***