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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:04/24/2023

    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.
    As everyone else has stated on here, this company is actually unreachable. They dont even have a phone number on their website. I didnt receive all of my items but I was charged for them. Its kind of surreal, because the one item I did receive which was a battery pack is completely broken and does not work at all whatsoever. But it doesnt matter you will have problems if you order from this company and you wont be able to reach anyone to resolve it. Just read all of the reviews because its not a one off this is how they operate and conduct them selves.

    Business Response

    Date: 04/24/2023

    Hi *******, we are sorry to hear of your issues with your order. Upon checking, all inquires sent to our support team were promptly responded to and we did not receive any recent inquiries regarding you having any issues with your order. A member of our team has reached out via email for more information regarding this new concern. 

    Customer Answer

    Date: 04/24/2023

    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: 

     It is impossible to respond promptly to anything when you dont even have a phone number listed anywhere on your website to reach you guys. Thats unheard of for any business. No chat, no phone number just email and hope that the other person gets it. When I get home this evening, I can check my junk folders etc. for some emails but the * score you have with the same complaints over and over again speak volumes theyre deafening.

     

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




     

    Customer Answer

    Date: 04/26/2023

    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 will send a picture of the power pack, which does not work. Meaning it does not charge properly. This mustve been another email that went into my spam folder so Im going to go through all of them and locate it now that I have the date and time. Because there is no way to contact you guys other than email No toll-free number, no chat available, pretty difficult to get any type of real customer service. I did not receive any of the other items. Not sure how a photo of the power pack will show that it does not charge properly but Ill be glad to send it if you need it. I also advised Amazon that you were a seller on their website and have a storefront, but have absolutely no toll-free number as listed in many of the complaints on the Better Business Bureau and other websites.  

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 04/27/2023

    Hi *******, we are happy to promptly assist you via email as we are looking to get this resolved for you but have not gotten a response to our email to you. I've also checked on all 3 orders and show they were all delivered accordingly. Please see attached. 

  • Initial Complaint

    Date:04/05/2023

    Type:Sales and Advertising 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.
    My phone never arrived, I believe that it was delivered to the wrong address. VC took a while to reply to my multiple emails. I had to assume that the case would not be replaced and my old phone was broken, I had to switch to my new one. I was forced to buy another case. Now they are insisting that they will only give me a store credit or replacement case minus shipping costs. Under the law they are obligated to refund it as it was never delivered. I want a full refund immediately.

    Business Response

    Date: 04/20/2023

    Hi *********, I do see that your order was marked successfully delivered to the address you provided on your order. Per the policy listed on our website (see attached) we are not responsible for lost or stolen packages, and do not issue refunds on these orders. We instead issue a replacement order. However, as a one time courtesy, we have issued a refund on your order. Please allow 3-5 business days for the refund to reflect on your account. 

    Customer Answer

    Date: 04/20/2023

    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:04/03/2023

    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.
    On March 23rd I placed a large order from Velvet Caviar. 3 phone cases, AirPods Pro case, macbook case, and an Apple Watch band. $200 after discounts for the order.March 24th I received a verification email - stating my billing and shipping address and name didnt match and they needed to verify it. So I responded immediately to verify.I reached out multiple times after this even from a different email and I received only 1 response saying - thanks we will pass along to team to ship order right away on March 29th. I have followed up again since wanting to know where my order is because we are coming up on 2 weeks now since my order and Ive gotten no updates and emails being ignored. The customer service with this company or following thru with orders has been awful - I thought you had good products but when your customer service is letting orders slip thru the cracks like this it is extremely concerning.

    Business Response

    Date: 04/05/2023

    Hi *******, we're sorry to hear you were unable to receive your recent order. I do see that your order was marked successfully delivered to the address provided on your order. Unfortunately, as mentioned on our site we are not responsible for lost or stolen packages, therefore can not offer a refund. We are happy to reship the order for you. 

  • Initial Complaint

    Date:03/29/2023

    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.
    I spent almost $80 and I paid for fast shipping. That was on 3/18/23. It is now 3/29/23 and the order has not even processed. I used Afterpay. I have emailed and tried to contact several ways and NO response from the company. I either want my order or my money back. It shouldnt take this long especially with paying extra to have the order within a week of purchase. I have ordered before and never had this issue.

    Business Response

    Date: 04/13/2023

    Hi ******, I'm sorry to hear your order experienced a delay in shipment. Upon checking, I do see your order was marked successfully delivered on 4/3 - ************************************************************************************** and I also see that our team was prompt at responding to your email inquiries. If there are any issues with the order or anything else we can assist with, please reach out to our support team for further assistance.

    Customer Answer

    Date: 04/13/2023

    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:03/21/2023

    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 a phone case, I have not received it . Item paid for

    Business Response

    Date: 03/21/2023

    Hi ******, I do see that you have confirmed with our support team that the order has now been received. If there is anything else we can help with please let us know! We would truly appreciate if this complaint could be removed as the issue has been resolved. Thank you! 

  • Initial Complaint

    Date:03/10/2023

    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 a smiley face phone **ver for my granddaughter over a week ago. We have not received it. The ** says I have wrong e mail no matter which one I give them. I do have two and usually do not use the one I use for family. It **st 35 minus 20% off. **** 4 .99 s/h Total of *****. We still want the order but I dont have much hope with this **mpany.Please help.

    Business Response

    Date: 03/10/2023

    Hi ******,

     

    Sorry to hear you have not received the order yet. I've checked and do see it should be arriving soon, you can track it here - ******************************************************************************************

    Customer Answer

    Date: 03/16/2023

    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,

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



      The item was delivered on march 15. Thank you for your intervention.

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


  • Initial Complaint

    Date:02/16/2023

    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 spent $65.60 on phone accessories for my niece just for them to take soooo long to process it and deliver it to the wrong location and now they wont even refund me they want me to re order for a discount and pay shipping again even though they made me wait days to see if it would arrive to which it didnt and now they are not complying with any of my needs I am a fist time customer with them and this was a bad experience from there customer service team member named ****** whom was no help and refused to resolve my issue only wanted me to spend more with there company which I was uncomfortable doing being that they sent my items elsewhere

    Business Response

    Date: 03/03/2023

    Hi *********, I'm sorry to hear you were unable to receive your original order. Upon looking into it, I do see that your order was marked successfully delivered to the address you provided on your order. I also see that our CS team has gone ahead and arranged a replacement order at no cost and you can track it here - ******************************************************************************************

  • Initial Complaint

    Date:02/16/2023

    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 02/09/2023 FOR THE ENTIRE *************** COLLAB. I USED AFTERPAY AND THEY TOOK MY PAYMENT. I HAVE YET TO RECIEVE ANY CONFIRMATION EMAIL FROM COMPANY CONFIRMING MY ORDER. IT ALSO SAID SOMEONE WOULD REACH OUT VIA EMAIL TO SEE WHAT SIZE CASES I NEED FOR MY PHONE, THAT TO HAS YET TO HAPPEN. I HAVE EMAILED 3 TIMES SINCE WITH STILL NO RESPONSE AND I AM ONLY GETTING EMAILS AND TXT FROM THE COMPANY WITH ADS OR TELLING ME TO BUY SOMETHING. I DO NOT UNDERSTAND WHY I HAVE YET TO RECIEVE AN EMAIL OR RESPONSE OR EVEN A CONFIRMATION. I CANT ASK ANYTHING ONWEBSITE BECAUSE IT ASKS FOR AN ORDER NUMBER AND I NEVER RECIEVED ONE.

    Business Response

    Date: 02/16/2023

    Hi ********, it looks our team reached out to you twice in regards to confirm your devices for your *************** PR Box. The email provided on your order for contact was - ******************* this is where those emails were sent to. See attached image for confirmation. Is there a better email to reach you at?

    Customer Answer

    Date: 02/16/2023

    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 Say The Email They Have Is Wrong But I Keep Getting Emails About Buying Stuff From Them But No Email About My Order My Correct Email Is ******************

     

     

     

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


    Sincerely,

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




     

    Business Response

    Date: 02/17/2023

    Hi ********, Upon checking I do see our email has reached you successfully and you have since responded to the email confirming your information. 

    Customer Answer

    Date: 02/17/2023

    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:02/15/2023

    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 placed an order with this business on 2/2/23. The order was marked as delivered on 2/8/23. I reached out to the post office as I had not received it and was told that it was no longer in their possession, meaning it had been delivered to an incorrect address. None of my neighbors have it and it was not left on my property. I contacted Velvet Caviar to get a refund since the item I purchased is lost. All they offered was a replacement and I did not want to risk a replacement getting lost. They are refusing to refund me. Bad business and the last time I ever place an order with them. I just want my money back

    Business Response

    Date: 02/15/2023

    Hi *****,

    Sorry to hear you were unable to receive your order although it was marked as delivered. Typically our policy is to replace the order in this instance so we show it has been successfully delivered. However as a courtesy, we will go ahead and refund your order. 

  • Initial Complaint

    Date:01/18/2023

    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 January 6th I was trying to make a purchase, but due to the website not taking my coupon code, I contacted the customer support (because I would have not purchased the items without this discount) for help. Customer support told me to submit my order and promised to retroactively apply my 20% coupon. I submitted my order and let **************** know so they could finish that promise on their end. Then later I got an email back from another customer support member, saying that this was no longer possible and they would not be honoring the price they promised. I referenced the email, that promised me this pricing, as proof and I was still denied. I would not have placed this order, without that promise. The customer service is unhelpful and makes promises that are fraudulent and misrepresent their pricing. (Order # *********)

    Business Response

    Date: 01/18/2023

    The customer placed an order with 1 promo code already and was looking to apply a 2nd promo code which is not something we offer as per our website. 1 promo code per order. 

    Customer Answer

    Date: 01/18/2023

    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

      A customer service representative promised me that was not the case. I would NOT have made this purchase if this price had not been promised to me. Id like to speak to higher management, because this is fraudulent misrepresentation which is illegal. 

     

     

     

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


    Sincerely,

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




     

Velvet Caviar is NOT a BBB Accredited Business.

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