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Business Profile

Online Retailer

Velvet Caviar

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 116 total complaints in the last 3 years.
  • 51 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:03/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 case and I have been waiting for it for over a week since it did delivered. I hehe emailed the company and all i get is for me to look for the package. That was almost a week ago and now they are telling me to wait another week before they investigate. Since this happened I've also done research with others having similar issues! I wanted a replacement which by the way I let them know as well I ordered wrong case which is why I was waiting on it to arrive so I can send it back and get correct size but I don't have my money or product

  • Initial Complaint

    Date:03/10/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Every promotional email sent out by this company says they have free shipping and returns. However you are charged $5 for shipping. Shipping is only free once you spend $50 - which is not advertised. Returns also are not free. Emails clearly state free shipping.

    Business Response

    Date: 03/12/2025

    Hi ****,

    We sincerely apologize for the confusion and frustration caused by the conflicting information in our promotional emails regarding shipping and returns.

    We want to clarify our shipping policy: Free shipping is indeed available for orders totaling $50 or more. Orders below this threshold incur a $5 shipping fee.

    Regarding returns, we want to assure you that we do offer free returns in the sense that we do not charge any restocking fees or other internal processing fees. However, the $5 fee you mentioned is the cost of the return shipping label, which is paid directly to *****

    I hope this clarifies things.

    Sincerely,

  • Initial Complaint

    Date:02/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This is regarding Order ********* placed on February 5 and delivered on February 10. After delivery, I opened up the products, and there were multiple issues. I reached out to the business on February 10 via email, February 12 via email, February 14 via email, February 18 via email, February 20 via email, and the issue is still not resolved. Per their website, they have a 1 year warranty which they are not abiding by for these products: ************************************************* 1. The suction cups on the BLUE MIGHTYGRIP MAGSAFE MOUNT are worn / damaged, causing the mount to not stay suctioned to the mirror. I sent a photo of the damaged suction cups which I am also attaching to this complaint. The business requested a video of my phone attached to the mount showing it falling off my mirror. I cannot video the issue given my phone is required to do so. They then asked if I have a friends phone I can use to video the issue. I am not calling a friend to drive to my house to video the issue when I have sent photo evidence showing the damaged suctions.2. The PREPPY ***** AIRPOD CASE does not snap onto my AirPods case. I sent the business both a video and a photo of this. The business then sent back a video demonstrating how to install the case. I informed them I already did those steps and am still experiencing the issue. It is a faulty case. I am attaching the photo to this complaint, but your website does not allow me to send you the video which is a better depiction of the issue. 3. The *********** stickers were all bent. A photo was provided.

    Customer Answer

    Date: 03/21/2025

    Better Business Bureau:

    At this time, I have not been contacted by Velvet Caviar regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:02/14/2025

    Type:Delivery Issues
    Status:
    Answered
    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 with this company on January 15th. It has not shipped as of today 2-14-25. I have already been charged for the item. I have attempted to contact the company 3 separate times. First on 2-1-25 asking for an update. No response from the company except some AI generated generic response. I attempted to contact them again yesterday asking for a refund at this point. There again was only AI generated response. I contacted them again on the morning 2-14-25 and still did not get a response I just want a refund for this order that never even shipped. I literally can not get ahold of anyone in this company.

    Business Response

    Date: 02/17/2025

    Hi *******,

    My apologies for the inconvenience this has brought you. I have sent a separate correspondence to you about this issue. Please check your email as we have offered a solution to resolve this issue.

    Please let us know if there is anything else we can help you with.

    Sincerely,

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery Issues
    Status:
    Answered
    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 27th Jan 2025. Says will ship within next 3 business days. Contacted 2x since then ( 29th Jan , 4th Feb) to follow up and request immediate shipment on order and no useful response. Website says I should have tracking 7 days after ordering and still checked order today and its still stuck in processing. I need a refund at this point. This company is a scam.

    Business Response

    Date: 02/22/2025

    Hi *********

    My sincere apologies for any inconvenience this has brought you. Rest assured that we trying our best to resolve your issue. Please refer to a separate email about the resolution of your issue.

    Sincerely,

     

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery 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.
    On 1/30/25 I placed an order with the Velvet Caviar, I had received emails which stated "free shipping & returns" which I still have this email. I placed my order and received free shipping, however, once I received the order I need to return part of it as it was a gift for my daughter and she didn't like the items. Upon filling out the form for returns, I am now being charged a $5 return fee. This fee was never mentioned until I went to make the return. I reached out to the company via email on 2/3/25 and was informed there is a $5 fee for returns. This is very misleading to the consumer, as the email states "free shipping & returns".

    Business Response

    Date: 02/22/2025

    Hi *******,

    Apologies for the misunderstanding. We use the term free returns since Velvet Caviar does not charge for anything when customers wanted to return an item. The $5 fee is charged by **** for processing and handling and that is being charged by them directly.

    I hope the explanation sheds some light on the matter. Furthermore, please see your email for a resolution of this matter.

     

    Sincerely, 

    Customer Answer

    Date: 02/25/2025

    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 and the matter has been resolved.

    Sincerely,

    ****** *****



     

  • Initial Complaint

    Date:01/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 11/13/24 I purchased an iPhone 16 pro max case, lens protector, screen protector and a grip ring totalling $72. I was using ****** to purchase and it asked me for my address. I corrected it to my current address but something went wrong and it didn't save. Unfortunately it shipped to an old address, that of my ex-husband. We aren't on speaking terms so he returned to sender. And Velvet caviar has stated they have my order but can't give my money back since I didn't go through a return request. They have asked me multiple times if i want it resent and if the address they have is correct. I tell them it is NOT correct (at least 5x now & I have all of the emails), I give the correct address and then the AI agent replies and says sorry they'll redirect to another department. So, I can't get the money ******** can't get the order shipped to the correct address. Even though I have told them the correct address. Best part is, they emailed saying they'd love to send a replacement at their cost, I just have to pay shipping. Um they have the product I ordered and paid for. How are they replacing at THEIR cost?

    Customer Answer

    Date: 02/09/2025

    Better Business Bureau:

    At this time, I have not been contacted by Velvet Caviar regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/10/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 from Velvetcaviar 12/26/24. It is now 1/9/25 and the order has not shipped. Their site and order confirmation email say: Usually, packages ship out within 1-2 business days and deliver within 3-5 business days for U.S. orders and ***** days for international.I emailed their support line and on 1/3 got a response from an AI agent saying:Our team is currently handling a backlog of orders, but rest assured we're working diligently to get your purchase shipped to you as soon as possible. Although your order hasn't shipped yet, you will receive an email with tracking information once it's on its way.

  • Initial Complaint

    Date:01/06/2025

    Type:Product Issues
    Status:
    Answered
    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 ********* during their new years sale for several items. I used one store credit code I had and paid the rest with my credit card. In parallel, Ive been having issues with a previously purchased item. Their ** bot via email said they could provide me with store credit instead of sending me a replacement. I asked they credit my new order, as it had not shipped yet. The ** bot said that they couldnt apply it to open orders so I asked that they cancel the order and replace it with the store credit applied.Instead they cancelled the order all together, and I didnt receive the store credit. I also lost my old store credit code I applied because they cancelled it. Now Ill miss out on the new years sale. Its unacceptable. The agents name is ******.

    Business Response

    Date: 01/07/2025

    Hi *********,

    We sincerely apologize for the inconvenience. It is our aim to provide great customer experience. We want to rectify this situation so please refer to the emails that we will be sending for this issue.

    Thank you and again our sincerest apologies.

    Customer Answer

    Date: 01/09/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

    I have not received an email as promised from anyone of authority at Velvet Caviar. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 01/30/2025

    We are now in discussion with the customer in order to resolve the issue. A series of negotiations are being undertaken by our team.

    Customer Answer

    Date: 01/30/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

     

    Rejecting simply to keep this case open. As we havent come to an agreement yet. 


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




     

  • Initial Complaint

    Date:11/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 Christmas themed iPhone cases and some accessories. I never received a confirmation email, but I have my screen shot from the time of purchase and bank statement from them removing the funds. I never received my products. They took my money. When I search my order up, it says order cant be found. Ive tried contacting the company over 5 times, no response. I want a refund!!!!! I will file a lawsuit if I dont hear from them soon. You cant STEAL from people.

Velvet Caviar is NOT a BBB Accredited Business.

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