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:05/28/2025

  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.

  There was a recall this year on a battery pack that I purchased from Velvet Caviar last year. Velvet Caviar offered to send a replacement pack after you filled out a form confirming your eligibility. I completed my form on April 22 and I was told that it would take 15 days to process my claim. After 15 days, I reached out to customer service on May 14 and was told on May 19 that I would have my replacement that week. I didnt receive any shipping information nor did the company ask for my shipping information so I believe that they are lying to me. On May 22, I reached out again about the replacement and I received a response on May 26 (same answer as the one given on May 19) that they will ship my replacement this week. I asked for a tracking number and I havent heard anything from them. Im filing this complaint since customer service is not being transparent and is failing to comply with a replacement after a recall was in place for this product. I want my replacement sent without being lied to.

  Customer Answer

  Date: 06/22/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Velvet Caviar has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Velvet Caviar recalled MagSafe battery packs that were defective two of my battery packs were recalled I submitted my info, for the replacements. I purchased coordinating batteries to match my iPhone cases. ADDITIONALY: I WAS REFERRED BY A FRIEND TO VELVET CAVIAR, & VELVET CAVIAR FAILED TO NOTIFY ME BY EMAIL REGARDING THE RECALL. MY FRIEND WHI INTRODUCED ME TO THE COMPANY NOTIFIED ME OF THE RECALL FORWARDED HER EMAIL REGARFING THE RECALL. I THEN LOOJED AT MY BATTERIES WHICH WERE PART OF THE RECALL SUBMITTED A CLAIM AND THEN WAITED AND WAITED. I COMPLAINED SINCE I NEVER RECEIVED A RESOONSE EVENTUALLY 2 MONTHS LATER RECEIVED 2 BATERRY PAC*S WHICH WERE DIFFERENT IN SHAPE AND SIZE MUCH LARGER AND SQUARE AND NOT ROUNDED ON THE CORNERS. SO NOW MY CASES DONT MATCH, WHICH IS WHAT I PAID FOR AND THEY ACTUALLY FUNCTION POORLY AND TA*E LONGER TO PHYSICALLY CHARGE MY PHONE THAN THE * ES SO*D ON THEIR SIGHT COMPARED TO TGE REPLACEMENTS THEY SENT OUT.. Order # ********* CHOCOLATE LEOPORD BATTERY PAC* AND A BLAC* BATTERY PAC*.THE REPLACEMENTS ARE SLOW TO CHARGE AND DO NOT PERFORM AND ARE NOT THE SAME QUALITY. I WANT A REFUND. THE REPLACEMENTS SENT ARE NOT THE SAME QUALITY FIRST OFF. THEY ARE CHEAPER, SQUARE BUL*IER, LARGER, THEY ARE CHEAP *NOC*OFFS, AND THEY BARELY EVEN CHARGE. THEY ARE NOT ACCEPTABLE I PURCHASED TWO TO MATCH MY CASES. NO IM NOT HAPPY WITH THE CHEAP CRAPPY REPLACEMENTS THAT ARE NOT REPLACEMENTS BUT CHEAP BUL*Y BLAC* REPLACEMENTS THAT BARELY CHARGE. I NEVER WOULD HAVE PURCHASED THESE BLAC* CHARGERS UNLESS THEY WERE AT A DOLLAR STORE FOR NO MORE THAN $5 , AND THEY ARE ABSOLUTELY NOT THE QUALITY AND DO NOT PERFORM THE SAME, DO NOT REPLACE, OR COMPENSATE ME AT ALL. THEY DONT COMPENSATE ME IN TERMS OF QUALITY, ESTHETICS, PERFORMANCE, OR AN ACCEPTABLE FORM OF COMPENSATION. THEYRE COMPLETELY DIFFERENT DIMENSIONS AND ARE NOT EVEN COMPARABLE IN EFFICIENCY OR ABILITY TO CHARGE. THEY HEAT UP JUST AS HOT AS THE RECALLED BATTERY PAC*S AND ARE FREA*IN UGLY.

• Initial Complaint

  Date:05/09/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 consistently order from this website every time I always pay priority and my orders always been shipped same day I ordered very odd coincidence a new drop released like always its now been 2 days they took my $$ but wont ship my order people who purchased at the same time as me had their order shipped same day timeframe. I Keep being lied to. My emails either go unanswered or I get a generic email stating they will send my issue over to the relevant team. I've had no help from them at all. I would like my money back for item ive not recieved.

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Velvet Caviar regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  Date:05/02/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 bought many phone cases through Velvet Caviar in the past. *** never sent a complaint email before. My most recent order I ordered two of the same phone case to have an extra in the future. When I received my order they only sent one of the phone cases. The package was so small it could only fit one phone case. I reached out to them thinking it would be a simple process. After 17 back and forth emails over days, them asking me to send multiple pictures. One of which shows the single phone case in the package with no additional room for a second phone case. They then concluded:"After thoroughly checking our records, we can confirm that your items were completely packed, and we have proof of this."The sad part is they only sent one phone case, and instead of taking care of their return customers they treat them like criminals when their order was wrong. They then tried saying they will send a different case than what I ordered in good faith, after basically calling me a liar. I will never shop with them again after being treated like this. They clearly have issues in shipping but double down they have proof of an item they never sent and can't even be possible with the package they sent.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 a online order with them on April 2nd for phone cases my order was marked as delivered on April 7th I've contacted the company multiple times they dont respond to my emails they dont respond to my calls I just want my money back for the order I didn't receive

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the ******* S25 ultra case and they sent me the ******* 25. They continue to blame me and I'm telling them that their ordering process and check out process are not only complicated but glitchy. Even in their advertisements, they advertise the S25 ultra but show at S25 or it's the other way around as I have shown you in two attached screenshots. Every time I reach out to them it takes them almost a week to respond and what this does is make it so that I can no longer return a product after only 15 days. I've contacted them via the contact request form on their website and via email and all they do is push the problem back on me. They say it's my fault and when I try to do an exchange for a different case I am not able to do it because I can't select the right case because they sent me the wrong one!

  Customer Answer

  Date: 04/26/2025

  Complaint ID ********, my complaint has NOT been resolved because:

  I continued to email the company, but they would not replace it with the right case so I had no choice but to exchange it for a different case. They kept trying to blame me saying I ordered the wrong one, but of course I know the kind of phone I have and I know I ordered the correct case. They are still out of stock of the one I originally ordered, so I don't see that this is going to be resolved.

   

  ***** ****

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 February 17, 2025, I ordered 3 phone cases. 1 was for an iPhone 16 for my daughter, and 2 were for me for my ******* S23. On February 19 2025 I received all 3 phone cases. On March 19, 2025, I realized that the Lilac Vibe Checkered case I received was not for my phone model. I checked my order and saw that I ordered the wrong model, an S25. I reached out to Velvet Caviar via email and got no response. On March 20, ************************************ videos to show proof of my concern. March 21st i was asked to confirm the model that I needed. On March 26th, I was told that they cannot accept used cases and would be happy to refund me $20 of the $64 that I spent on these cases. They assumed that the case was used when all I did was put it on my phone. I opened my other case, ***** ****** Pastel Glitter which I did order the correct model for however, it still was not the right case for my phone. All I am asking and have been asking for is to exchange the case for the correct model. I reiterated this to their customer service multiple times. I don't want money back, I just want the correct case. They did not answer me for days. Acted like they were going to help me and then in the end, provided no help. I am extremely disappointed by their customer service and professionalism. People make mistakes all the time. I made 1 mistake by choosing the wrong model and THEY made a mistake in sending me the wrong case for the other model.

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 MagSafe battery chargers for $65 each. They have since been recalled for causing fires. The company will only replace with black battery chargers. I purchased their chargers with fun designs. When I complained to the business they said that they will offer 2 black batteries each (lesser quality or value) or 1 pattern one. My only choices were to accept 2 lesser quality replacements or 1 equal quality and be out $65.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 phone case on 3/14/25 and it was supposed to ship within a few days. I have reached out several times asking for an update on shipping but have not received any response from the company. Beginning to think I am out $70.

• Initial Complaint

  Date:03/17/2025

  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 placed an order 3-6-2025, it shipped the same day. Shipping stalled so *** been trying to contact this company for a resolution with no help at all. My emails either go unanswered or I get a generic email stating they will send my issue over to the relevant team. I've had no help from them at all. It is now 3-15 I still have no help and no product. I would like my money back for item ive not recieved.

  Business Response

  Date: 04/02/2025

  Hi,

  We deeply apologize for the delayed delivery of your product. There are aspects of the delivery that are out of our control. To compensate for the delay, please see a separate email from us. Again, our apologies for the delay.