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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:11/26/2024

    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.
    On November 2, 2024, I ordered two phone cases, two magnetic phone rings, one mystery phone case, a phone charm, and a screen protector from Velvet Caviar. My order was allegedly delivered on November 9, 2024, but I did not receive it. Velvet Caviar customer support did not help me locate it. I finally received my order. I have made TWO attempts to return the mystery phone case, which was terrible, and the phone charm, but Velvet Caviar's automated returns system is not working. When I contacted customer service, the representatives told me to try again. I want my money back, not to constantly be submitting returns! I'm now over 14 days out of the delivery date, thanks to their terrible, non-functioning system.

    Business Response

    Date: 11/27/2024

    Hi *********,

    We apologize for the inconvenience this has brought you. We are currently experiencing some systems issue. However, we want to resolve this issue as promptly as possible. Please refer to an email we sent you.

    Again, we apologize for the inconvenience.

  • Initial Complaint

    Date:11/25/2024

    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.
    I ordered 2 items, a phone case and a battery pack. The battery pack was NOT in the order that was shipped. The phone case was the only item in the shipping envelope and some free stickers.I sent several emails to this company and no one has responded. Either send me the battery pack that I paid for, OR credit my *****

    Business Response

    Date: 11/25/2024

    Hi *****,

    My sincerest apologies if you were not able to receive your battery pack. A resolution has been made about this issue. Please check your email. 

    Again, I apologize for any inconvenience.

     

  • Initial Complaint

    Date:11/07/2024

    Type:Service or Repair 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 ordered a phone case online at ************************** for my ******* S24 Ultra phone. I was sent a product that did not FIT my phone. I was trying to reach the customer service via email and they don't reply for 4-7 days later. I sent them photos online of the case they sent me and the case that was advertised (the photo shows the cutout where the camera lens is, is a different shape). I sent the case back and they are only refunding me $29.75! They are charging me $5.00 because THEY sent me the wrong product?? From my own research this looks like it may have been for a ******* S23 or S22 Ultra phone. I think it is a scam and unethical for a company to charge me $5.00 for sending back a product that was their error. I would understand if the scenario was different and I was sending it back because I changed my mind or no longer wanted it, I wanted the case but it physically did not fit my phone!

    Business Response

    Date: 11/10/2024

    Hi *****,

    In behalf of the team here at Velvet Caviar, I apologize for any inconvenience this has brought you. We strive to offer the best customer service experience. Please see the email we have sent a resolution for this issue.

  • Initial Complaint

    Date:11/05/2024

    Type:Order 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.
    Transaction Date: 9/22/24 Transaction Amount: $43.59 I purchased a Velvet Caviar phone case on 9/22/24. I contacted Velvet Caviar less than 30 days following the date of purchase to indicate the item became discolored within less than a month of purchase and I requested a replacement. The customer service team sent multiple responses rejecting my request and claiming it was normal wear and tear. This cannot be considered as normal for an item less than a month old. I provided my proof of purchase and was directed to the retailer. However, as the manufacturer, Velvet Caviar should be responsible for the replacement. I was passed around to numerous members of the customer service team and did not receive a satisfactory response.

    Business Response

    Date: 11/20/2024

    Hi *******, my apologies for the inconvenience this has brought you. Just as we want you to be happy with your purchase, we also want to satisfy our retail partners who sell our products on their platform. With that being said, Velvet Caviar responded to your email with a proper resolution to satisfy not just you but our retail partner as well. Again, thank you for your support and I apologize for the inconvenience. 

    Customer Answer

    Date: 11/20/2024

    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:10/31/2024

    Type:Service or Repair 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.
    Created order 9/29, Order # *******. The tracking for information still says pre shipment **** is awaiting item as of today. I have been reaching out to them since 10/10. Customer representatives have not been able to help, one said they checked and the shipment left the facility and to file lost package with ****. Im unable since their records show they never received it. They are refusing to refund even though package was never received and tracking information they provided says **** never received the order to deliver to me. All Im looking for is a refund at this point since nothing has been helpful and the customer representatives have been less than helpful.

    Business Response

    Date: 10/31/2024

    Hi ******! We sincerely apologize for this inconvenience. We at Velvet Caviar strives to offer our customers the best customer experience and we understand how frustrating this is for you. A detailed explanation on what transpired during the processing of this order can be found in the email sent to you by one of our colleagues as well as a resolution that we hope, will be to your satisfaction. Thank You!

    Customer Answer

    Date: 10/31/2024

    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:10/31/2024

    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.
    No response from customer service after a package is missing and several days late

    Business Response

    Date: 10/31/2024

    Hi ******,

    We apologize for the inconvenience this has brought you. We also would like to apologize if there was a lack of communication from the team. We will make sure to address this internally. To clarify, we have no control over the package as soon as it leaves our facility and handed over to the courier. As of writing, the update from the courier states that your item is now out for delivery. Please refer as well to the email that we will send today to resolve this issue.

     

  • Initial Complaint

    Date:10/29/2024

    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 purchased a MagSafe grip from Velvet Caviar on 10/1/24. It was delivered on 10/10. I tried it on my MagSafe case, and my phone fell off within seconds of attaching it. I reached out to the company on the day it arrived, 10/10 to notify them of the issue. On 10/14 I received a response requesting a video or photo of the issue which I provided on 10/14.The company replied on 10/16 apologizing for the quality issue and offering a store credit or replacement. I replied that same day requesting a refund. They provided me a link to their returns portal on 10/18. Upon clicking the link, I was not being offered a full refund, and was expected to cover the shipping cost. I reached back out that same day, 10/18 stating I wasnt being offered a full refund, letting them know I didnt feel I should have to cover shipping on a defective product, and offering to ship it back to them if they provided a shipping label.On 10/22 I got a respond stating we are unable to refund the shipping costs. I responded that day stating my disappointment that I was required to pay shipping on an unusable item. I sent a follow up email on 10/25 and 10/28. I also messaged them on Instagram on 10/28. The company responded 10/28 in response if the item was received defective, we can provide a replacement for the same item or issue a store credit equivalent to the amount you paid for the item, minus the shipping fee.All Im asking for is a refund of the shipping fee since I did not receive a usable product, but Velvet Caviar refuses to refund it.

    Business Response

    Date: 10/29/2024

    Hi *******, we apologize for any inconvenience this has caused you. We want our customers to be satisfied with the products and the service that we offer. The team will contact you with the appropriate resolution to your issue. Again, we apologize for any inconvenience and rest assured that we will address this issue on our end as well.

  • Initial Complaint

    Date:10/21/2024

    Type:Sales and Advertising 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 paid for international shipping to ****** and put my correct address, but my order was somehow delivered to **** and the business is not responding to any of my messages. I've attempted to contact them multiple times over email and Instagram over the past 5 days with 0 response. It's been 3 weeks since I placed my order. If I don't hear back within the next few days I will just be filing a chargeback.

  • Initial Complaint

    Date:10/03/2024

    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.
    I placed an order (Order #*********) for a phone case and phone charm on 9/23/24. The total was for $53.00 and the company has already charged me. The website states they process orders in 1-2 days and if it hasn't shipped in 7 days, you should contact them. I have ordered from this company before and did not have such a terrible experience.This time, I haven't received any shipping notification and it has been over a week. I tried to contact the company via the online form on the website, email and ******** messenger. None of these methods have been successful and I keep getting a generic automatic response. I the understand there may be order delays, but the company is advertising incorrect information and then does not offer a way to get assistance. I would like an update on the status of my order and information about when it will ship. I believe they are engaging in false ****************** are avoiding customers, It feels very much like a scam that they take your money and do not ship the product. If I cannot get timely resolution or a refund, I am going to contact my credit card company to issue a charge back. This is poor customer *********** will not buy from them again.

    Customer Answer

    Date: 10/07/2024

    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:09/30/2024

    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.
    I bought a phone case, battery pack, a charm and screen protector. All of the items arrived a day before schedule delivery date. Ive had the case for a month and the mag safe strip on the back keeps falling off. Ive tried to contact Velvet Caviar several times via the contact us button and I have yet to get a response. I would like to exchange the case.

    Business Response

    Date: 09/30/2024

    Hi *****, we are sorry to hear you had some issues with your recent order. Upon checking, I see someone from our support team has gotten back to you to assist you with your warranty claim. Please reach out to our support team for any further concerns. 

Velvet Caviar is NOT a BBB Accredited Business.

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