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Business Profile

Bridal Shops

Nearly Newlywed LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bridal Shops.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:01/19/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Details:Date of transaction: 11/21/22 Amount: $4000.00 Item/Business offering: Used wedding dress. Item was returned. Seller confirmed item was returned on email. Seller is refusing to refund, even though initially agreeing on email would provide a refund.When item was initially mailed, it was returned to sender. A case was opened via Discover Card due to not receiving the item. The seller provided a new tracking number. Item was received and the case was closed to the sellers favor. The chargeback was closed and reinstated on Discover Card. The item was received damaged and return process was started. Proof of return shown in tracking, and proof of seller receiving return is provided. Now seller is refusing to refund the $4000 - stating a chargeback has not been posted on their account. After speaking with Discover several times, they stated the chargeback was closed and amount of $4000 was reinstated to seller on 12/16/22. Proof is available through official Discover Card Letter. However, seller continues to state that reinstatement of funds is not being shown on account and will take up to 75 days, which conveniently happens to be maximum time frame for chargeback case.Please help.

    Business Response

    Date: 02/02/2023

    ****** opened an unnecessary chargeback on November 21, stating she didn't get her item. Her item was delivered that same day. She decided to return it (we allow returns). We asked her to close the chargeback on her end 6 times over 3 months, stating we were not able to refund her purchase until she did so. We showed her the funds were removed from our Shopify account on the 21st and hadn't been re-deposited. We were very transparent in each email, showing timestamped screenshots of her order page/the funds being removed, conversations with Shopify support, and calling out her next steps to resolve the chargeback and get her refund processed. Within 12 hours of the chargeback being resolved on Jan 19, we refunded her purchase as we stated we would do.
    Here is a timeline of communications:

    November 18 - We noticed there was an issue with ******'s shipment for her wedding dress order, so we opened an investigation with *** to make sure it was still on its way as expected.

    November 21 - ******** shipment was delivered to her on November 21 in the afternoon (signature required). Later that night, she opened a chargeback against Nearly Newlywed for her order, claiming the item had not arrived and the funds were removed from our Shopify account.

    November 22 - ****** stated the box was damaged and also requested to return the wedding dress. We began our return process with her.

    November 23 - We emailed ****** and asked why she opened her chargeback, letting her know that her purchase was covered by our insurance if she was worried it was damaged. She replied it was because *** told her the shipment was lost when she called them.

    Dec 1 - We emailed ****** to drop the chargeback since the dress did arrive/was not lost.

    Dec 2 - The dress was successfully returned, we emailed ****** saying "The dress has arrived home safe and sound to the seller - we are ready to process your refund but cannot do so until you remove the chargeback. Are you able to call your bank today to stop the chargeback?". She read our email, but did not reply (we do have proof of her read receipts show date and time).

    Dec 14 - We emailed ****** saying "Regarding your refund, because you did not drop the chargeback you submitted on November 21st, we have responded to it proving that your shipment did arrive/wasn't lost and will process your refund once your bank makes a decision within the next 75 days. You are welcome to contact your bank at any time to drop the chargeback so that we can process your full refund right away." She read our email but did not reply.

    Dec 26 - ****** emailed us to say she was charged the purchase amount again. We replied letting ****** know that, as previously communicated, we cannot refund her until the chargeback is reversed, and sent a screenshot of her order in our system that showed we had not received the funds and the chargeback was mid-process still (waiting for a response from her bank to our payment processor/Shopify). She read our email but did not reply.

    Jan 2 - ****** asked for a refund again. We replied with a screenshot showing timestamps of her chargeback on Nov 21 removing the funds from our account, and on Dec 14 our chargeback response submission and nothing further since then. We let her know again that she must talk to her bank to have it dropped, since the funds were still not returned to us. She read our email but did not reply.

    Jan 17 - ****** stated she spoke to her bank and the chargeback was closed, and asked for a refund again. We replied with a screenshot of her order with date/timestamps showing we still had not received the funds back from her bank but as soon as we do we will refund her.

    Jan 18 - ****** provided a screenshot from her bank that on Dec 19 stated the transaction was valid, and she should notify the bank as soon as possible if she wishes to continue the dispute. We replied showing another date/timestamped screenshot of her order in our system showing we still did not have the funds, as well as a chat log of our conversation that day with Shopify Support. The support conversation showed the Shopify Support Agent stating Nearly Newlywed will not be able to process the refund when there is an ongoing chargeback, and that the customer (******) would need to provide official proof from the bank (on the banks official letterhead with other specified details) showing that the bank reversed the chargeback. We called out the exact information the document needed to have, and asked her to send this to us so that we can escalate this on our end. She replied with the letter, and we submitted it to the Shopify payments team.

    Jan 19 - We sent ****** screenshots of the communication sent to the Shopify payments team, letting her know we were waiting to hear back. ****** replied that she expected a refund anyways. We repeated that Shopify would not allow us to refund her payment, and that as soon as the funds are returned to us from her bank we will process her refund. We asked her to push to close the chargeback with her bank so that we could do so.

    Jan 20 - Shopify payments team notified us that the chargeback was resolved in our favor, and the funds showed as revered on her order. We processed her refund immediately that morning and emailed her to notify the refund was processed (with screenshots as proof, in addition to the automated email from Shopify).


    Customer Answer

    Date: 02/03/2023

    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 and the matter has been resolved.

    Sincerely,

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



     

Nearly Newlywed LLC is NOT a BBB Accredited Business.

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