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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:09/30/2024

    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 placed an order with this company on 9/11/24. The website stated the orders ship within 1-2 days. 9/18/24the order was still not shipped. I reached out and did not receive a response initially so I filed a dispute with the credit card company. Velvet Caviar reached out finally and stated the orders were delayed. I initially told them to cancel and refund and then I wrote back to just ship it. They informed me that the dispute would need to be resolved before shipping. I immediately called the bank and they rebilled me and closed the dispute on 9/20/24 per the documentation below. I sent this to Velvet Caviar. It is now 9/27/24 and they still havent shipped the order claiming it is still in dispute. Per my bank and the documentation provided it is not. I want my order shipped and expedited due to the severe delay. I have now been waiting over 2 weeks.

    Business Response

    Date: 09/30/2024

    Hi ******, we apologize for the delay in your shipment. Per your original request, the order was already canceled. The dispute is still showing as open on our end and you will be reimbursed accordingly. 

    Customer Answer

    Date: 09/30/2024

    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 provided documentation that the dispute was closed. If it is not closed on your end I suggest sorting that out with your bank as you have taken my money and not provided me with my product. It has been well over 2 weeks. 2nd I didnt ask for a refund, I asked that my product be shipped out. One item is a Halloween item and tomorrow is the first of October and I still dont have it. I want the products that I ordered and PAID for shipped out and expedited. 

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 10/01/2024

    Hi ******, please note as mentioned the chargeback is still showing as active on our end. Please see attached image. We will reprocess your order for a new shipment. Please refer to your email confirmation for details. You will receive an email once the order has shipped. 

    Customer Answer

    Date: 10/02/2024

    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]

    the screenshot is blank and I dont see any image. Also, my bank closed the dispute almost 2 weeks ago and paid your company. If you are still having issues I recommend reaching out to your bank. I received an order confirmation however the product has not actually shipped. This happened last time where I got the confirmation and a week and a half later the product still didnt ship although your website states 1-2 days and did not state anything about running behind. This is what caused me to file a dispute in the first place. Once the product is received in a timely fashion I will close the case. I would like the order expedited as one item is a Halloween item and your company has dropped the ball. I understand that delays happen however it was a week and a half with no communication. I feel like it is the least you can do to remedy the situation. 

     

     

     

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


    Sincerely,

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




     

  • Initial Complaint

    Date:09/30/2024

    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 made a purchase from their website on 9/11/2024, the item i bought showed in stock at the time of purchase and did so for at least the week after i made my purchase. On 9/14 i decided to reach out via email as my order hadn't shipped, I did not receive a response by 9/17 even though the website states responses can be expected after 24 hours, so I emailed them again, no response, I emailed them yet again and finally got a reply to my last email. They stated the item I purchased was sold out and that I either needed to pick something else or wait for a restock, I was not offered a refund. I reached out to them on social media and was told they would be reaching out to customer service, again my request for a refund was ignored. I have now contacted my bank to start the chargeback process. This shouldn't be legal, how can they take my money for a product that isn't available and force me to buy something else or wait for the item that is out of stock to be restocked when they don't even know when that will be?The website states orders will be shipped within 3-5 business days and emails responded to within 24 hours but neither are true, then if you reach out via social media they will just give you a basic copy and paste answer and just continue to ignore you. I want my money back, this is a total scam

    Business Response

    Date: 09/30/2024

    Hi *******, we do apologize for the delay in your order. We received an overwhelming amount of orders due to our halloween and iPhone 16 launches. We have gone ahead and canceled and fully refunded your order. 

  • Initial Complaint

    Date:09/24/2024

    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.
    Placed an order for iPhone 16 Pro case, MagSafe Wallet, and screen protector on 9/17/************ claims "shipped within 48 hours" and delivery "3-5 business days" after *********** has now been 7 days with zero shipment information - reaching out via email (there is no phone number to call??) received an automated response. I followed up with a request for additional information from a real person requesting my order be shipped today. Other trust/review sites have this company as a very low score - mainly from this last couple of weeks with them not shipping product.

    Business Response

    Date: 09/27/2024

    Hi ****, thanks for reaching out & we apologize for the delay in shipping your order. Due to an extremely high volume of orders received around the iPhone 16, we are experiencing shipping delays. Our team is working around the clock to get all orders out as quickly as possible. I do see your order has now shipped & is in transit to you. We appreciate your patience and understanding. 

  • Initial Complaint

    Date:09/19/2024

    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 for an iPhone case and a screen protector on September 10th of 2024. I paid an additional $5 for the 2-5 Business days shipping. So far, it's been 7 days and they haven't confirmed nor ship my order yet. They provided me a tracking number, but all that it says is "order placed" and the money was already taken from my account. I just really want my products, and if there is any delays, maybe a follow up email is necessary.

    Customer Answer

    Date: 09/19/2024

    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:07/17/2024

    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.
    Order ********* Date Nov 6/2023 I placed an order for my 2 new phones which was never delivered to my address as claimed , By contacting Velvet Caviar CS to inform them about what happened they said they could do nothing about it ,then in February 2024 a package showed up from the shipper with a note on it ( delivered to the wrong address ) I informed Velvet Caviar CS about the update and sent them photos of how it arrived and they still denied any responsibility to sort out the issue happened here ..Thank you ******

    Customer Answer

    Date: 08/11/2024

    Better Business Bureau:

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

    Sincerely,

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

  • Initial Complaint

    Date:06/05/2024

    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 for 2 cases and 2 MagSafe grips from their site the day after their Rodeo collection debuted. I waited for nearly 2 weeks and contacted them about my order since it never shipped. I was told that they are working on it. Great. I was then told that they were out of stock, which I had a feeling that they oversold the Disco Cowgirl items. I was offered to wait and they would send out the in stock items. I was only told that the Cocoa Cow MagSafe grip was out of stock. However, when I received the package in the mail, the Cocoa Cow Phone case and Cocoa MagSafe Grip were in the package. I was missing the Disco Cowgirl Phone case and the Disco Cowgirl MagSafe grip. I contacted Velvet Caviar and they said that I was only missing the Cocoa Cow MagSafe grip and asked me to send a copy of the invoice, which I did. They confirmed that they did not include the 2 items and told me that they would send it once it was in stock. Forward a few days, I was browsing their site and saw that the Disco Cowgirl items were available for my make and model of my phone, but was told in an email they didn't have them available. So I contacted them on ******** inquiring if they were in stock and was told YES with a link to purchase. I emailed customer service and was told they were working night and day to fulfill orders. Okay, so why not just get mine out to me since I had ordered 3 weeks ago. And then I emailed them and told them they could just refund me the $40 and I could just place the order all over again, to which my request has been ignored.

    Business Response

    Date: 06/06/2024

    Hi *******, I'm sorry to hear you experienced some issues with your recent order. It looks like their was a high volume or orders placed during that time which cause a delay in your order shipping out. We do apologize for that, as we understand that can be frustrating. I do see that your order was split and some items were shipped first & the remaining items were shipped out as well. Our support team has reached out to you with the tracking number for that second shipment for you. 

    Customer Answer

    Date: 06/06/2024

    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:06/03/2024

    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 placed an order for two cell phone cases from this company and I did not receive them do to bad address. I reached out to the company who told me there was nothing they can do as I gave wrong address, however I proved to them I did not. After the customer service I have received all I need at this time is a refund.

    Business Response

    Date: 06/06/2024

    Hi ******, it appears an incorrect address was provided on your order when you placed it, therefore **** is unable to deliver it accordingly & has sent it back to us. Our team has reached out to confirm a correct address so that we are able to reship the order for you but we have not heard back. 

  • Initial Complaint

    Date:03/22/2024

    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.
    I placed an order on this website and they deducted money out of my account and never sent order to me. They also did not send me an email with a confirmation or tracking number. I feel like this is a scam !

    Business Response

    Date: 04/05/2024

    The customer placed an order with us using the email address' **********************' which is where the order and shipping confirmation emails were sent to. The order was shipped and successfully delivered to the address provided on the order.

  • Initial Complaint

    Date:02/15/2024

    Type:Product 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.
    My mother ordered a phone case from this website, which had a different hue in person than it did in the pictures & looked/felt a little different than I thought it would. I immediately put it back in the packaging with intention for her to return it. Due to personal extenuating circumstances, we were not able to e-mail the company about the returning/refunding process until just a few short days after the window closed because when she tried earlier this month, the e-mail with a return label was not sent to her e-mail. The company's first representative who responded made it seem like an accommodation would be made as long as I sent pictures of the item in perfect condition, still with packaging etc., but then another representative responded to the thread attempting to override with only offering store credit or exchanging. There is no difference between the condition of my item & that of one that is still within the return window. They gave the impression they would be willing to give a refund if pictures were sent, but now it seems as though sending pictures was worthless since the answer has not changed. The pictures were supposed to provide proof that this item is absolutely able to be returned in mint condition. Im requesting that this company allow the **************** as implied in the initial exchange. I absolutely do not want store credit or an exchange, as the second representative attempted to do. I would also appreciate a response from the business letting me know once the refund/return has been approved.

  • Initial Complaint

    Date:01/02/2024

    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.
    On Monday, November 6th 2023 I received my order of a white magsafe grip. Upon opening, I saw that it was coming apart on the back. I emailed about a replacement. I was told to send photos which I did twice and a video 3 times. I haven't once heard back unless I email and ask for an update. I emailed 11/7, 11/8, 11/13, 11/17x3, 12/21 because I still didn't hear back and today, 12/29, to send the video they still say they haven't gotten. I have never seen such horrible customer service.

    Customer Answer

    Date: 01/02/2024

    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,

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



     

Velvet Caviar is NOT a BBB Accredited Business.

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