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:04/12/2024

  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 had placed an order through Premium Outlets from seller Gilt Outlet for a Fendi Bag and ************************* sneakers, order number; SPO204534638 total amount: USD ******* Due to unforseen circumstances, i was not able to come back to the US in time to get the package and had my friend return the items. But after waiting for more than couple weeks the support kept me hanging without any response and after going back and fourth they're telling me that the seller did not get the returns back while I had contacted the shipping company and they confirmed successfully delivering the items. Now they're telling me to go to the bank to put a dispute and I spoke to the bank and they had suggested me to first speak to the vendor/seller as the dispute process might take 90 days to conclude and I wouldn't wanna wait that long to get my money back unless that's my only option. So it is my humble request if someone from Premium Outlet please check with your warehouse guys and the shipping company to confirm if they've recieved the package or not and let me know so that I can let the bank know as well that i tried all the options at my disposal before putting the dispute. Please let me know if you need any further info from my end. Thanks and regards.

  

  Business Response

  Date: 04/22/2024

  Dear ******, 
  Thank you for allowing us to assist, we were happy to review. Gilt Outlet orders are not supported through Gilt.com. For further assistance please reach out to Shop Premium Outlets. Their contact information is **********************. 
  Sincerely, 
  Member Services
  
  

  Customer Answer

  Date: 04/23/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hi,

  I understand the shop was premium Outlets but they are telling me that the seller which is gilt outlet is saying that they never got the products so it's you guys who are holding my refund at this point. Hey you warehouse guys to check and confirm.

  
  Regards,

  ******

   

   

  

  Business Response

  Date: 05/07/2024

  Dear ******, 
  Im sorry for the confusion. Gilt.com is separate from Gilt Outlet. We are not the same company, and cannot see Gilt Outlet orders or member information. We can not assist with reviewing any payment information for Gilt Outlet as we are not linked. Please reach out to Shop Premium outlets, as we are unable to review or see any customer, order or payment information associated with Gilt Outlet orders placed with Shop Premium Outlets. Their contact information is **********************. 
  Sincerely,
  Member Services
  
  

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair 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 purchased two items, a pink dress and a beige pair of shoes on Rue La La's website(Tracking number 1166534810)for me to have worn on Easter Sunday, my birthday. The order was placed on March 17th, 2024. The estimated time to received the items was on the 18th of March. I reached out to the company on March 28th when I did not receive the items and the order status said the expected date was March 27th. I was told that my order has already been shipped and was on the way. I did not received my order, therefore, I decided to cancel the order and demented a refund on March 30th, I was told by Rue la la to call on Saturday April 6th to get a refund if I still did not receive the items. I called the company on April 6th to get my refund since I still did not receive the items. However, I was told by Rue la la that the company had rescan and shipped the items. Today is April 10th and I have not received the items nor my money back from Rue la la.

  

  Business Response

  Date: 04/18/2024

  Dear ******, 
  Thank you for allowing us to assist, we were happy to review. We are sorry for the delay in your order. We took a look and see that your items arrived on 4/11/2024. While we do everything in our power to get items shipped out as quickly as possible, the delivery date at checkout is only an estimate, and can be impacted by transit delays. We do see that we created a return label for you to return the items for a full refund and see that they are currently on route to us. Once delivered, please allow 7-10 business days for us to process the return and for your refund to process. 
  Sincerely, 
  Member Services
  
  

• Initial Complaint

  Date:01/29/2024

  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.

  I hae repeated tried to get a refund for order # *********** and they have responded that it was refunded to store credit on 12/20/23 for $15.99. No such credit was ever posted to my account.

  

  Business Response

  Date: 02/10/2024

  Dear ***,
  Thank you for allowing us to review. We are happy to assist. The credit is viewable in the screenshot you provided. The description for this is, Return: merchandise credit for order Order #: **********, with the amount $15.99, which brought your credit balance to $136.08. We have attached a screenshot of the credit that is viewable in your account, and have highlighted the refund for your convenience. We hope this helps!
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 02/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:01/21/2024

  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 9/1/2023 ordered (Order# **********) Valentino by ***************************** ******* Rope Leather $259.99. Advertised as authentic. On 9/5/2023 delivered. On 1/15/2024 called customer service to inform that the ink on strap on the strap bleed and smeared off on to sweater and wanted to inform them ASAP that apparently they must have used a vendor who sent out a counterfeit bag to their customer unbeknownst their knowledge. ******* named *** was nice said she would send me an email to start a review and I should send pictures, which I submitted the same day under Ticket# *******. On 1/16/2024, ******* from Customer Svc responded stating she was sorry I was dissatisfied but since it was beyond the 30-day Return Policy period, I could not receive a refund, exchange, etc. I replied the same day that I was appalled that her focus was on the 30-day return policy AFTER reviewing the photos I sent as proof of me just now discovering the bag is inauthentic from the ink smearing off onto my clothing. I thought their company would be MORE concerned about branding because of the illegal counterfeit product going out under their name. I asked for a response to confirm this was their stance. On 1/18/2024, I sent another email requesting a follow up. ******************** I am so sorry but we will not be able to accept this item back as a return or send any replacements due to the age of the order and because the item has been used. Again, I find it astonishing that Rue ******************* it acceptable to advertise they are selling AUTHENTIC LUXURY products but sending customers counterfeit products. How is this okay and theyre still in business when I noticed in researching that this has occurred previously with other customers. BBB. Please help!

  

  Business Response

  Date: 01/31/2024

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. This order was placed in August of 2023, and was received in perfect condition. We provide our members with ******************************************************************************************************************************* used. This is also to allow our members to make sure that the item is in top condition. In addition, leather products that have been dyed a darker color may on ocassion bleed or transfer colors if they come into contact with liquids. 
  As this item was purchased over 5 months ago and has since been used,  we are not able to accept this as a return or offer a refund at this time. We apologize for any inconvenience this may cause. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  I reject Rue La Las response because they SHOULD NOT sell FAKE merchandise when they profess their products are authentic designer merchandise.  I did not know the purse was fake until the ink smeared off after normal usage after 30 days. AGAIN, the big issue is the **** the purse is NOT AUTHENTIC!  I paid to receive an authentic designer bag. If its illegal to sell such items in the U.S., and Rue La La is now made aware of this with proof from a customer, why are they thinking this is acceptable DESPITE the 30 days. I gave them the benefit of the doubt that this was unbeknownst to them and a 3rd party vendor sent out the fake product.  However now that Rue La La is adamantly sticking to the 30 day return policy knowing the inauthenticity of the bag, then this is standard practice for them.  This is unacceptable & illegal.  I expect them to rectify. 
  

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Mignon

   

   

  

  Business Response

  Date: 02/10/2024

  Dear ******, 
  Thank you for your response. All products sold by Rue La La are authentic. In some cases, leather products that have been dyed a darker color may bleed or transfer colors if they become wet, even in the case of authentic handbags. As this item is authentic, and was purchased over 5 months ago, we are unable to accept the purse as a return or offer a refund. 
  Sincerely,  
  Customer Service
  
  

• Initial Complaint

  Date:01/16/2024

  Type:Sales and Advertising 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 purchased 2 pairs of earrings from Ruelala. I set up a return within the return window. The ***** tracking showed the items were received back by Ruelala vendor Dec 22, 2023. When no refund was posted to my Ruelala credit by Jan 16, ****, I called Ruelala to ask that the charges go back to my credit card since the return had been with them for 22 days and they had not credited the funds to my Ruelala account or my credit card. They said they would only refund to my credit card if they charged me $11.99. They blamed the vendor for not entering it into the system but refused to refund my money to the credit card without the $11.99, saying it was not their fault that it had been with them for 22 days. Their website says you will see your Ruelala merchandise credit within 3-5 business days but this was 22 days with no credit of any type (and likely would never had been processed if I had not called).Given the extreme delay which is well outside of their 10 day window, the full $212 should be returned to my credit card. They will not let you speak with a supervisor despite asking repeatedly.

  

  Business Response

  Date: 01/24/2024

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We were happy to waive the return shipping fee as an apology for the delay in your refund. The refund for the full $212 was refunded to your store credit originally. We were happy to reverse $177.22 back to your credit card on file. The remaining $34.78 was paid for using store credit, so we are unable to reverse this amount. We hope this information helps! 
  Sincerely, 
  Customer Service
  
  

• Initial Complaint

  Date:01/12/2024

  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.

  I ordered a "Diamond Select Cuts - **** Pave Diamond Slim Signet Ring", order # **********, on 10/19/23 from Rue La La, for $89.99 ($99.17 with tax), described as: 14-karat gold. After a month of wear, the ring started to look lighter in color. That made me check the ring with a magnifying glass, and I noticed it is stamped with "925" (=silver), not 14kt gold as sold and advertised. I requested a refund, since the product was not as advertised and I would not purchase it as a silver ring. Rue La La responded they are sorry to hear that your purchase didn't work out for you. Because the item has been worn, we arent able to accept it as a return or proceed with a claim. I replied explaining that this is not a case of purchase not working out, but a case of false advertising and deception (based on the *** Guides for the Jewelry, Precious Metals, and ****************** It is unfair or deceptive to misrepresent the type, kind, grade, quality, quantity, metallic content, size, weight, cut, color, character, treatment, substance, durability, serviceability, origin, price, value, preparation, production, manufacture, distribution, or any other material aspect of an industry product. I received an identical email response from Rue La La again..Next I called the support line, and received the same response. After the reps consultation with another department, the rep came back offering a store credit of $25 which I rejected. I request a full refund for the purchase to my credit card on record - not a store credit, including a prepaid return label. I would not purchase the ring if it were described accurately, as gold plated silver. Attached is the product documentation from Rue La La, a picture showing the discoloration next to a true 14kt yellow gold ring and the 925 stamping on the ring, and my order details.The ring is still being offered online with the deceiving description as of 1/12/24, which I think should be corrected immediately.

  Customer Answer

  Date: 01/23/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/31/2024

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. Thank you so much for bringing this to our attention! We have sent this to be reviewed by our buying team, and have removed the product from our site. We would also like to provide you with a return label for a full refund. This label will come directly from ****************** Be sure to check any spam or junk folders, as emails like these can get filtered out. Once your return arrives, we'll issue a refund to your original form of payment (this can take **** business days from the date it is received.) 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 02/01/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for response and for sending the prepaid return label. I have packaged the ring and will be shipping back tomorrow, and will await the refund to my original form of payment. However, the reason I cannot fully accept your response and close this issue out is that you are still offering the silver ring as "14-karat gold" on ruelala.com as of today, February 1, ****, 6PM PST: ************************************************************************.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Radka

   

   

  

  Business Response

  Date: 02/14/2024

  Dear *****, 

  Thank you so much for pointing this out! We have re-escalated this to our web team to remove. It appears one listing was removed but other were missed. We are working to resolve this oversight. 

   

  Sincerely,

  Customer Service

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have yet to receive my refund, and the reported falsely advertised product is still being advertised as 14k gold, although it is made of silver, without any change in the listed offer: 

  

  Business Response

  Date: 03/12/2024

  Dear *****, 
  I have personally confirmed that our site listing of the item has been updated to reflect the item is gold over silver, per confirmation from our Brand Partner. Thank you again for calling this to our attention. We have also refunded $99.17 to your original form of payment on 3/6/2024 for your return of the ring. 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 03/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair 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.

  On Nov. 27th, I placed an order for a pair of Ugg shoes from Rue La La. I received the shoes and gave them as a gift to my daughter. Unfortunately they were too large, so I requested a return shipping label to return for store credit. I received the label from ***** SmartPost. I boxed up the shoes, and I dropped the shoes in the nearest ***** drop box on Dec. 30th. I kept checking emails and my account on **********************'s website. I noticed that I hadn't received a store credit, so I reached out to customer service and was told that they hadn't received the item. We tried tracking the item (tracking number: *******************) and it doesn't show that it was ever picked up out of the drop box. Rue La La's representative suggested that I contact *****. I contacted them about it and was told to make a claim. I attempted to make the claim and then was told that because it was ***** SmartPost that the company (Rue La La) who paid for shipping would need to make the claim. I reached back out to Rue La La with this information, and I was told that they couldn't do anything to help.

  

  Business Response

  Date: 01/19/2024

  Dear ******, 
  Thank you for allowing us to review. We are happy to assist. We see that you were refunded $68.04 to your Rue La La account credit on 1/13/2024. This is the amount for the Ugg boots, minus the original shipping fee of $9.99.  We hope this information helps! 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 01/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/10/2024

  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 purchased a small ***** purse as it was described on website for $2309.33 ******** . When I received my order the bag was extremely smaller than what it was described. I took the purse to the official ***** store in ********* and they confirmed this bag is mini and it was cheaper to buy from ***** store than Rulala. I opened a case with ****** and after few back and forth emails with their customer service, they agreed to accept the item for return and refund. I courier the item on the original package the next day to Rulala and item was delivered and signed on December 21,2023. After many emails and phone calls ,It took them from December 21st to January 8th to confirm that acrefund will be issued but it will take another 5 to 7 business days. Meanwhile I am charged an interest on my credit card for $2309.33. I will never and ever will buy anything from them and have informed all my friends and family the level of service I have received . Now I have to wait patiently to receive my refund and hopefully I will soon obtain a refund as I dont trust this company and their employees at all. They are scammers.

  

  Business Response

  Date: 01/19/2024

  Dear *****, 
  Thank you for allowing us to review. We are happy to assist. We were unable to locate an account or order based on the information you provided. However, we can apologize for the inconvenience. We strive to price things in a way that reflects the value of our items, while also providing our members with the best deals possible! Our standard return refund period, is within 10 business days of the return being received by our fulfillment center. To learn more about our refund process for returns, please visit our site which outlines out return policy and refund timeframes HERE.
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:12/31/2023

  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.

  I reached out to the business about when I received a credit for this return on December 20th. I returned the item in October for a merchandise credit. They responded with a ticket number and that they would respond within 2 days. They never did. I have followed up a second time and no response.

  

  Business Response

  Date: 01/11/2024

  Dear ***, 
  Thank you for allowing us to review. We are happy to assist. This was answered on a previous BBB complaint, but we are happy to provide the information to you! 
  1153133719- Prada Women's 52mm Polarized Sunglasses- Refunded $154.59 to your AMEX on 12/20/2023.
  Sincerely,
  Customer Service
  
  

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As I stated earlier, until I can see that the credit has been posted to my AMEX statement this issue will not be closed.  They have a history if not refunding monies and then stating that the refund has been made when it has not.  I will keep this open until I get my December statement
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  

  Business Response

  Date: 01/22/2024

  Dear ***, 
  We have reviewed the orders again, and can confirm the refunds have been processed for all reviewed orders. There is no further action on our end at this time, 
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 01/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:12/22/2023

  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 returned SEVERAL items for a merchandise credit and they were never credited. When I inquired they stated OOOOPS and that they all had been credit on December 20th, but they are not appearing as Merchandise credits to my account. I cannot even find the Order Numbers they cited when I searched under my Order History. This is all BOGUS and an attempt to not refund me for the items. There is likely almost $1000 that I am owed, but the paperwork they generated makes it impossible to find the order.

  

  Business Response

  Date: 01/01/2024

  Dear ***, 
  We apologize, it looks like the representative who assisted you was using our internal numbers, that are found on your return slips instead of the Order number which appears in your account. We have clarified below! 
  1161330244- Stuhrling Original Women's Legacy Watch- Refunded $160.49 to your AMEX on 12/20/2023.
  1157645029- Sorbus 4pc Refrigerator And Freezer Organizer Bins and Sorbus 6pc Refrigerator Organizer Bins- Refunded $43.09 to your Amex and $10.39 on 12/20/2023. 
  1154968531- ******** 14K Over Silver CZ Oblong Hoops- Refunded $88.00 on 12/20/2023 and $6.16 on 12/30 to your AMEX. 
  1153133719- Prada Women's 52mm Polarized Sunglasses- Refunded $154.59 to your AMEX on 12/20/2023.
  1153786775- Prada Women's 14ZS 50mm Sunglasses- Refunded $180.01 To your AMEX on 12/202/2023.
  1159742204- Sthrling Original Women's Watch- Refunded $120.09 to your Store Credit on 12/20/2023
  1157908360- Juvell 18K Two-Tone Plated Red Topaz Cuff- Refunded $40.25 to your Store Credit on 12/20/2023.
  1159217965- FRAME Denim ******************* Refunded $107.00 to your store credit on 11/13/2023.
  1158530479- Sorbus 2pc Square Fridge Bin with Handles- Refunded $15.99 to your Store Credit on 12/20/2023.
  1158519769- French ****************** & Raffia Flat- Refunded $94.16 to your AMEX on 12/8/2023.
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 01/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  i will have to wait to see if I actually see the refunds posted to my AMEX. for the Stuhrling Watch on 12/20/23

  There was NO REFUND posted for *********************************************************** on 12/20/23 for $88 to Merchandise credit and I ill have to see if there is a refund posted to AMEX on 12/30

  Same for Prada Sunglasses for $154.59 and 180.01

  They have not addressed the ********************* Necklace that was returned on 11/11/23 what RA#: RA1005704850

  I paid $19.99 for the Sorbus Bins...why am I only being refunded $10.39?

  They have not addressed when the return for the Stuhrling Women's Lady Winchester Watch was refunded that was shipped back on 10-31-23 with RMA# RA10056758826

  They have not addressed when the return for the Sorbus 6 pc Refrigerator Organizer Bins was refunded the was shipped on 11-16-23 with RMA# RA1005713161

   

  I have requested further information on when I would see the round for the Sterling Forever Brynlee Drop Studs that I received an email confirmation that they received back for refund on 11/2/23 and should provide me with a return for $38.51

   

   

   

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  

  Business Response

  Date: 01/08/2024

  Dear ***, 
  1161330244- Stuhrling Original Women's Legacy Watch- Refunded $160.49 to your AMEX on 12/20/2023. 
  The $88 for ****************************************** was processed to your AMEX, not merchandise credit. 
  1153133719- Prada Women's 52mm Polarized Sunglasses- Confirmed this was refunded $154.59 to your AMEX on 12/20/2023.
  1153786775- Prada Women's 14ZS 50mm Sunglasses- Confirmed this was refunded $180.01 To your AMEX on 12/202/2023.
  We apologize that we missed the *********************** necklace. For Order **********, we have processed a refund on 1/4/2024 of $94.16 to your AMEX. Please allow 3-5 business days for this to be processed.
  For the Sorbus bins from order **********, Your total was $53.49. The refund for both items was processed with $43.09 to your Amex and $10.39 to your merchandise credit as this was how the items were paid for. 
  The Stuhrling Women's Lady ********** Watch was refunded on 1/4/2023 for $107.00 to your merchandise credit. 
  The Sorbus 6 pc Refrigerator Organizer Bins were included on our last response. **********- Sorbus 4pc Refrigerator And Freezer Organizer Bins and Sorbus 6pc Refrigerator Organizer Bins- Refunded $43.09 to your Amex and $10.39 on 12/20/2023. 
  The Sterling Forever Brynlee Drop Studs were not included on your original complaint. Please include and order number, or RMA number for us to locate this item. 
  
  
  Sincerely, 
  Customer Service
  
  

  Customer Answer

  Date: 01/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  will have to wait and see if the refunds posted to AMEX in Dec 2023 and Jan **** are there.  There is a typo and I believe that all Jan 4th refunds are in ****.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***