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:03/28/2023

  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.

  On 1/9, I purchased a "Mama's Bonding Comforter" from Trend Mall, ORDER #****, for $39.95 USD. When I received the item, it came in just the mailer, no tags, packing slip, or directions. When I tried to use it with my 19 month old, it did not work for us. It didn't give the support that was advertised. I emailed Sofia in customer service on 2/7 who told me "your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We do NOT issue return labels, return shipping will be covered at your expense." I replied with "This is what concerns me. I received it in a plain mailer without any receipt or instructions and no additional bagging. If I return it the same way with just a note in the mailer that it is from me and the proof of purchase, will that be sufficient? I wasn't given anything else I can include." To which Sofia replied, requesting a photo of the packaging it was sent in. I told her that was thrown out upon opening - I've never needed to keep packaging for a return. She advised me to "Just send the item back and provide me with your tracking number. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days. Return Address: Trend Mall P.O. Box **** *********, ** ***** ***" I provided her the tracking number, but the package was returned back to me at my home stating the address wasn't correct. Sofia confirmed it's the right address and was forwarding my concern to the higher team on 3/16. I have not heard back from anyone. I have followed up 3x and Sofia replied on 3/28 saying she is still waiting on the higher team to reply. I have now spent $12 on ***** to return, and still have no response from them at this time.

  Business Response

  Date: 03/28/2023

  We, Trend Mall Co value our customers and our priority is to provide best customer service. 
  In this particular case customer reached out to our customer support team and requested to return the product. 
  Our support team has provided all the instructions for the return as per our policy, with valid return address. 
  Trend Mall Co PO Box ****, ********** ** 01077. 
  Management team has been notified by customer support team, customer returned package to the provided address mentioned above, however package was not delivered and instead was returned back to the customer. 
  Customer made a return via *****— policy states they do not deliver to PO Box. Customer failed to familiarize herself with ***** policy and customer service of ***** failed to notify the customer. 
  Our support team notified customer the reason why the package was returned back to her, and customer was advised to return the package via USPS. 
  Trend Mall co has no issues in processing a full refund once the package is returned by the customer. 
  We value our customers and this instance in particular our team has decided to grant full refund, even though customer did not follow through in returning the package via USPS. 
  
  Please note: the above attachment is the tracking travel history of the package. 
  Tracking #: **** **** ****
  
  Kindly, 
  Trend Mall co Management Team 
  

  Customer Answer

  Date: 03/29/2023

   
  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. I'd like to respond to the claim that the business contacted me to tell me to send it via ***** which never happened. They did not contact me at all aside from the correspondence I attached in my complaint. Had they redirected me, I wouldn't have had to come to BBB to submit this claim. The only reason I got any type of response was because of this claim, which is disheartening. 
  
  Sincerely,
  
  **********************************************