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:07/31/2023

  Type:Sales and Advertising 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 didnt get to provide my email previously. The system didnt allow but I have it there now. Anyway Im just looking to exchange my broken MagSafe ring that I paid ***** for and I dont care If its still pink or a new color. I also want to exchange my case despite it being a free one I win. I had to pick something it had expired on 18th but I really wanted the new Mon ***** case 13 pro **** I tried to email back and its saying email wasnt sent that the owner account was disabled. Apparently others are having this issue too. I like this company but you all need more customer service representatives and maybe two emails. To be a company making good money this shouldnt be an issue. Even a live chat would be good ,It ***** that you can only email them .

  Business Response

  Date: 08/15/2023

  Hi ****, we're sorry you had some trouble contacting our support team. Our email ran into some issues however they have since been resolved. Our support team is happy to assist you with your return/exchange as long as your order is eligible. Please reach out to them via email for assistance. 

• Initial Complaint

  Date:07/25/2023

  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 for a cell phone case and accessory on 6/28/23. The tracking information attached shows 1 item never leaving the business shipping facility, the other shows them delivering it to themselves. I have yet to receive anything that I paid for. I have left multiple comments on their ******** page, sent multiple messages on instragram, and have sent several email messages. They continue to blame **** I contacted *** myself and they verified what the tracking information reflects, they have never shipped anything to me. I have not been able to get the product nor a phone call to solve this.

  Business Response

  Date: 07/27/2023

  Hi ******, we do apologize that you had some issues with receiving your order and the delays within ***** Unfortunately this is something that is out of our control. Upon checking, I do see that the reshipped order was successfully delivered to your address, however since you stated you did not receive it, we did have the order reshipped an additional time. The updated tracking information was provided to you via email. 

• Initial Complaint

  Date:07/24/2023

  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 purchased a phone case and matching phone ring for my iphone 14 pro **** A few weeks after my purchase, the phone ring became loose and did not work after regular use. For reference, Ive purchased phone rings from other companies before and never had issues even months after use. I reached out to Velvet Caviar support and shared a video of the defective ring, and they sent me a replacement. The replacement also became defective a few weeks after use. I sent the support team another video of the defect, and they said, We're so sorry for the inconvenience that this caused. Unfortunately, we can only replace an item once. Would a store credit work for you instead? Please let us know. This was the first time this policy was ever brought to my attention. Clearly, if an item doesnt work twice, then store credit to buy more items that would dysfunction is not a good choice. I asked for a refund to my credit card, and they responded, We understand how frustrating this can be. However, our warranty does not cover refunds. The best thing we can do is to issue a store credit equivalent for the amount you paid for the grip ring. I had not heard of the warranty until they mentioned it. The warranty on their website states, Products within warranty will be replaced or exchanged with a product of equal value.So, since store credit was better than nothing at all, I asked for store credit. They gave me a $12 promotional code that I could apply on my next order. However, Id still have to pay $5 for shipping. Overall, the experience was incredibly unpleasant and I will not be shopping at Velvet Caviar, and I will tell everyone to avoid them. This is not the way to keep your customers happy and satisfied. What is even more suspicious is that every time I try to leave a product review, the site deletes my reviews.

  Customer Answer

  Date: 08/22/2023

  At this time, I have been contacted directly by Velvet Caviar regarding complaint ID ********, however my complaint has NOT been resolved because: 

  They would like me to delete my complaint or they will not refund me. I said I would not delete my complaint, so they refused to refund me.

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

• Initial Complaint

  Date:07/17/2023

  Type:Delivery 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.

  On June 23, 2023, I placed an order for merchandise that cost me $86. However, I never received the items. After contacting customer service on July 12, 2023, they informed me that the courier missed scanning the package and apologized for the inconvenience. They also promised to reship my order via priority mail and provide tracking numbers as soon as possible. It's now July 16, 2023, and I haven't received any tracking numbers from them yet. I reached out to customer service again on the same day for an update, and they assured me that they had followed up with their shipping team and would notify me as soon as they received a response. However, it's been almost a month, and I am still without my order. Therefore, I am requesting a refund.

  Business Response

  Date: 08/01/2023

  Hi ********, we do apologize for the delays and shipping concerns you experienced with your order. However, I do see your order was reshipped at no cost and has been delivered successfully. **************************************************************************************

• Initial Complaint

  Date:07/14/2023

  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.

  On June 26th I placed an order of 3 items for $140. On June 27th I received notification my items had shipped however it said they never received my items. I reached out to customer service who told me not to worry they were behind in scanning but it was on the way. A week later the item had still not shipped so I requested a refund. On July 10th they acknowledged an issue with shipping and said they would be cancelling my order and issuing a refund. As of today July 14th they have not issued a refund and instead said oh well your items already reshipped so we cant cancel your order after already confirming I was getting a refund 5 days ago. Their customer service is awful. I want a refund as my items NEVER shipped and I was already told I would be receiving a refund

  Business Response

  Date: 07/17/2023

  Hi *****, I'm very sorry to hear about your shipping issues regarding your recent order with us. It does look like the original order did ship however unfortunately got lost in transit along the way. In those cases, we will go ahead and reship the order at no cost to the customer, so that is what our CS team was referring to. They were just looking to get the order reshipped to you ASAP, so I do apologize for any confusion or inconvenience. I do see that a refund was issued on 7/14 to the payment method used to place the order and that should reflect in your account in 3-5 business days. 

• Initial Complaint

  Date:07/10/2023

  Type:Delivery 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 for a phone case the third week of June 2023 (order *********). On 6/26 I received a confirmation email that it had shipped. However, the package does not seem to have ever left **************. I reached out to Velvet Cavier in the early part of July but I have not received any response.

  Business Response

  Date: 07/10/2023

  Hi ****, so sorry to hear you don't have your order with you yet. I did check with our team and did not see any emails from you, however we are happy to look into your order and make sure it gets reshipped or updated ASAP to be delivered. 

• Initial Complaint

  Date:07/06/2023

  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.

  Made a purchase from the on 6/24. Got an email saying the label was created on 6/26 and is in ************** **** has not moved in 9 days (not counting the holiday) and Ive reached out to them several times and getting a response maybe once saying they are looking into what happened. At this point I dont even want the case anymore, I just want this resolved. Ill never purchase from this company again.

• Initial Complaint

  Date:05/19/2023

  Type:Delivery 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 three orders with velvet caviar this month. The first two arrived promptly and I absolutely loved them. The third one has yet to arrived and its been stuck not moving for ******************************************************************************************** transit and hasnt moved. I contacted the company and was told that its not their responsibility to ensure I receive what I buy from them. This is a gift and Id like it refunded so I can afford to buy a different gift or overnighted to me so I have it on time. Seems like they dont care about customers and the responsibility of taking care of customers. Order number is *********

  Business Response

  Date: 05/23/2023

  Hi ********, we're sorry to hear you had some trouble receiving your recent order from us. Unfortunately once the order leaves our facility and is in the hands of the carrier, we no longer have control over the package or any delays it may encounter. We also have no control over lost or stolen packages. Per our policy listed on our site, refunds are not applicable for lost packages. I do see that our support team has gone ahead and issued you a replacement order - ***************************************************************************************

• Initial Complaint

  Date:05/15/2023

  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.

  I have bought many cases from them. I contacted them in the past about one issue and got no response. Well, Ive been sick for months and just recently had extensive emergency surgery. I have multiple other health issues, arthritis is one of them. I also suffer from extreme muscle loss from be bed ridden due to this surgery. I had told them their cases are so stiff and hard I cant use it. I can not push the buttons and one their rings does not hold the phone up like its supposed to. They wanted videos, I said how can I show this? I asked what specifically they want, I got more vague answers. Well, I got out of bed which is quite painful, I showed everything they wanted and they tell me they dont see a problem. So my hand shaking trying to use a case that doesnt even have a phone on it is not enough? How else can I demonstrate this? I showed the ring not holding up the phone it fell twice they tell me they dont see any issue there either. After 19 emails and making myself cry to get out of bed to film these videos I am back to where I started. I have numerous cases I am not working and broke and spent so much on them but I was not even expecting them to replace all of them. I thought at least the ring cause it clearly doesnt work but no. I had family and friends buy so much from them cause I recommended them. I regret that but word of mouth can go both ways. They are discriminating against the disabled in many ways. On their dealing with me but they need to put a disclaimer on their site saying those with dexterity issues be warned our cases are very hard and tight and you may not be able to use the buttons on your very own phone.

  Customer Answer

  Date: 05/15/2023

  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,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/04/2023

  Type:Delivery 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 for a phone case on 4/16. The order was marked as shipped on 4/18. I was as initially given the incorrect partner carrier information, so when I tried to track the shipment using the tracking number, I kept receiving an error. I reached out to ** support, who sent me the correct tracking link. The partner carrier delivered the product to my local post office for delivery ti be completed by the **** on Thursday, 4/26. It is now Wednesday, 5/3 and the product has still not been scanned by ****. The last update I have from **** is the delivery to a partner facility on 4/20. I reached out to ****, who told me to reach out to the carrier as they cannot track a package that has not been scanned. Upon doing so, Velvet Caviar support asked that I wait 5 days after the end of the estimated delivery period (5/1) to entertain the idea of a replacement. When I replied back requesting a refund altogether, my email cannot be delivered as the ** Support email address is no longer receiving mail. It appears I have been blocked.

  Business Response

  Date: 05/04/2023

  Hi *****, we're sorry to hear you have not yet received your order. Upon looking into this, I do see the last update ON 4/27 scanned at your local **** facility. We suggest contacting your local **** office directly as they will be able to provided the best update for you on the status of delivery. ***************************************************************************************