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:06/09/2025

  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.

  I made an order during the memorial day sale for some things I needed for a graduation. They didn't come in time, but I had my package put in my house. I opened it yesterday and it seemed like less than I ordered. I apparently was never emailed my order confirmation, so I contacted their customer service and they said they cant find my order by address or email. I found my packing slip and told them the black cabrini top was missing from my order, but that I just wanted the top shipped and not a refund. Why would I want that if I had the top? She emails me back that their records showed they shipped it (duh. It's on my invoice.) And she will forward it to someone else for more info. I don't care what your system says. I want the shirt I paid for. You don't just get to steal people's money because your low paid pick/pack factory employees messed up. We will see if they do the right thing or continue trying to withhold my money and the top they never shipped.

  

  Business Response

  Date: 06/09/2025

  Were truly sorry to hear about your experience and completely understand how frustrating this must be! We see that a senior representative has already reached out to help resolve this directly. Please know that were committed to making this right as quickly and fairly as possible. We appreciate your patience and understanding!

  Customer Answer

  Date: 06/09/2025

  Complaint: ********
  
  I am rejecting this response because:
  The customer service representative stated that their system shows they sent it and basically that the company is keeping my money and not sending the shirt I paid for. They have ignored the two subsequent emails I have sent, so there has been no solution and I'm still out the shirt and my money. I want the shirt I paid for shipped. If that can't happen, I want a refund. Will the shirt be shipped or not? I will report the company to the ************************ for fraud and theft. To take the stance that a picker/packer in a factory could never make a mistake and risk stealing money from a customer while ignoring emails and not giving all the paid for products is disgusting behavior from any company. Especially, a company that appeared well established and trustworthy. 
  Sincerely,
  
  ********* *****

  

  Business Response

  Date: 06/09/2025

  Thank you for your response. Were very sorry this has continued to be frustrating, and we want to assure you that were committed to resolving it.
  
  Our team did reply to your email earlier this morning, and weve just followed up again to make sure it reaches you. Please keep an eye on your inbox associated with your order (and spam folder), as weve outlined the next steps to get this resolved.
  
  Please don't hesitate to reach out to us at ********************************** if you have any further questions!

  Customer Answer

  Date: 06/09/2025

   
  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.
  They finally decided to send the top after basically calling me a liar even though I asked for the shirt I paid for to be shipped and not a refund, which is unlikely to be a lie because why would someone want 2 of the same shirt? This could have been handled much better, and if the person is untrained, they shouldn't be responded alone when your clothes are so highly priced. 
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:02/05/2025

  Type:Delivery 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.

  Ordered a dress on January 8, it is now February 4 and still hasnt even been processed. I was supposed to get it between 5-10 business days. It is now passed my event and still nothing. I have written them multiple times and been given the runaround with excuses. Now theyre saying I ordered a pre-order item. No I didnt. I am attempting to get my money back. I have since noticed a string of bad reviews on ************** who also have said in the last month no one has received their orders or money back.

  

  Business Response

  Date: 02/19/2025

  The customer purchased the ****** Dress on 1/8/25, and it's been marked as preorder on our site since 12/24/24. On the product listing page the "Add to Cart" button is instead "Preorder Now" and under that button, we say "Out of stock sizes: On preorder, expected to ship around 2/21", since 2/11, that date has changed to 3/6. The preorder tag on the item can also be seen at checkout, our order confirmation emails, and the site to check order details. On 1/22, our support team informed the customer via email that the item was on preorder and estimated to ship in approximately 3-4 weeks, she replied, "Thank you for your reply. I really hope I can get it in time but will have to shop around for a back up dress just in case." Then on 2/5 she requested to cancel the order, which we did, but at that time the estimated ship date for the preorder item was still 2/21 and the website language reflected this.  
  
  

• Initial Complaint

  Date:11/05/2024

  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 placed order number ************ on Oct 14, 2024 for 2 items ($68 each). -Received the items Oct 24 -Initiated a return for one item on Oct 26. It said a QR code and instructions would be sent to my inbox. Nothing received.-Oct 29: sent message to customer service (no response)-Oct 29: submitted a review of my item -Oct 31: posted an inquiry on their Instagram account -Oct 31: they responded to say they'd sent me a message (they did not)-Nov 1: replied to Instagram comment that no message received -Nov 4: direct message on Instagram l offered alternate email address and provided phone number -Nov 4: they replied to say they'd sent me an email to alternate email address (again, no email received). Referenced a Yahoo email address which I do not have.-Nov 4: shared my experience with BBB and filed a complaint -Nov 4: called number listed on BBB website for the company *************). Cant leave message, outgoing message said the number is not monitored -Nov 4: advised company that I have filed a complaint with BBB. I simply do not understand in 2024 how it is this complicated to get an email with a return label. I just want to process my return and get my money back. This company is playing a game and continues to give me the run around. I cannot believe how complicated ages this process is.

  

  Business Response

  Date: 11/19/2024

  The customer submitted an inquiry through our contact form with their email ************************ on 10/26, which we responded to with further instructions on how to access their QR code for the return. The email was bouncing back, but at the time, ************************ was the only way we could get in contact with the customer. They reached out again on 11/4, but this time they provided an alternative email address, *******************************, which we responded to with the link to access their QR code. They successfully received this email and they dropped off their item and received their refund of $61.10 on 11/7. The ticket was closed on 11/6 after they said thank you for the help. 
  

• Initial Complaint

  Date:02/13/2024

  Type:Delivery 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 shirts from Marcella on January 20, 2024, for a total of $150.86. The order number is order #************. According to my email confirmation, the company told me that I should expect to receive my order within 5-12 business days. On Feb 5, I reached out to their customer service inquiring about the status of my order since I never received a shipping confirmation. They replied on the same day letting me know that my order was delayed but they would check on the status with the production team and get back to me. I never heard back, so I followed up again on Feb 7. Once again, I heard back on the same day from their customer service assuring me that the order would ship no later than the end of the week (Feb 9). It is now Monday of the following week and I have yet to receive a shipping confirmation. Im not sure where to go from here, and I would like compensation for my trouble. There were no warnings on the website pertaining to back orders, pre orders, or shipping delays. Also, I was billed for my order within days of the order being placed. Im not sure if there is a policy in place regarding this but it seems odd to me that their charge would clear my account before the order even shipped. Thank you for your help!

  

  Business Response

  Date: 02/19/2024

  Looks like this order was placed on 1/20/24 and they reached out on 2/5 and 2/7 about a status update, we followed up on the same day 2/5 and 2/7 and we let them know that our processing time is slightly longer than usual just due to a high volume of orders we're working on in addition to a delay from our supply partners. The order shipped on 2/16 with ***, tracking number **********, and we refunded them an extra 10% off the order for the patience and understanding! We are a smaller team and many of our items are made-to-order to reduce our environmental footprint. Charging orders before they ship is a practice we (and many other e-commerce fashion brands similar to us) employ to ensure that we can begin the production process promptly and allocate resources efficiently. This approach enables us to streamline our operations, minimize excess inventory, uphold our commitment to sustainability while delivering products that align with our customers' values for fair pricing. Thank you for supporting sustainable fashion and being a part of our journey towards a more eco-conscious future!
  

• Initial Complaint

  Date:01/22/2024

  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 ordered two coats and a skirt from Marcella. They were delivered two weeks ago on a Saturday. I promptly tried on the items, and decided that they did not look well nor did the coats feel well, the fabric was scratchy and not to my liking. I went online to start the return product process that day. I have ordered from this company before and never have had a problem. I completed the online information, but was never given a happy returns code to bring the items to be returned. When I tried to go back and print a mailing label, their website just says that the items are returned. I have sent three emails to which I've received no reply except an automatic reply, saying that someone will get back to me in two days , in fact, those two automatic replies were then followed up several days later, asking me to review the help that Marcella offered, which is outrageous because no one has helped me. The phone number listed for the business is not answered, and in fact, the message says that you have to email, thats the only recourse. At this point I have heard back from no one and I am over $600 , out on these items that are sitting in my dining room, waiting to be returned.

  

  Business Response

  Date: 02/06/2024

  Weve been in contact with the customer since 1/15/24, when they reached out, and we have responded to all of their emails three times, on January 15th, January 22nd, and again on January 23rd. Weve attached screenshots of our email thread where we responded with instructions indicating where to find their return email so they can request a change of return method. Our last email on 1/23 also just includes the return label as an attachment to drop off their return. The customer received their refund for the three returns on 1/31 back to the original form of payment, **** *** Installments so this is all set now. 

• Initial Complaint

  Date:10/30/2023

  Type:Delivery 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.

  Im hoping someone on here will see this and will reach out. I have tried calling two phone numbers, I have tried two email addresses and have tried social media. I am waiting for three items in an order. They were never sent and it has been eleven days.

  

  Business Response

  Date: 11/30/2023

  Hi there,

  Looks like this order was placed on 10/17 and you reached out on 10/26 about a status update, we followed up on 10/27 and the order was shipped out on 10/31 with DHL. As we mentioned in our email correspondence, our processing time is slightly longer than usual just due to a high volume of orders we're working on in addition to a delay from our supply partners. Since you returned your order, it looks like you should've received your refund on 11/9. Apologies for the long wait here, but we hope to see again soon! 

• Initial Complaint

  Date:09/27/2023

  Type:Delivery 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.

  Ordered a dress on September 15, 2023. They are to delivery 5-12 days following order. I received an email that my order was received, but no other information regarding shipping. I sent an email to their customer service email (no way to contact by phone) on September 25, 2023 asking about when my order would be shipped. I received a response via email on that same day stating that their customer experience team would contact me within 24 hours. It is now September 27th and no one bothered to contact me. I sent yet another email today, September 27, 2023 again requesting where my order was as it has now been 12 days. I have received no response. At this point, I have no confidence that I will receive my order. As it was charged to my **** account, I plan to contact them to see if they will remove the charge.

  

  Business Response

  Date: 10/13/2023

  Weve been in contact with the customer since 9/27 and their order has shipped now with *** *******, tracking number **********. Weve attached screenshots of our email thread where the customer agrees to wait for their order and has positive feedback on our brand. As we explained to the customer, our order processing and email response times are longer than usual right now due to a high volume of emails and orders we're working on, alongside some significant and unexpected delivery delays from our supply partners that have affected a handful of our designs. Weve also issued a courtesy partial refund for their patience and understanding. Please let us know if you have any further questions here!