Online Retailer
Velvet CaviarThis business is NOT BBB Accredited.
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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 ComplaintThe 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:01/10/2023
Type:Sales and Advertising IssuesStatus: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 placed an order on 1/5/23 on the velvet caviar website and set up payment installments through AFTERPAY. I was charged one installment. I have not received any confirmation email from velvet caviar and I do not have an order number. I emailed the company 3 times and received one response asking for my email and shipping address. I provided that information and have not had a response.Business Response
Date: 01/12/2023
It looks like the customer provided an incorrect address while placing her order. We have gone ahead and located the order and updated to the correct email address and have resent her confirmation and shipping emails.Customer Answer
Date: 01/12/2023
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:01/10/2023
Type:Service or Repair IssuesStatus: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 technology protective cases from this company at Christmas. I purchased the items on Buy one Get one Free deals. The cases did not fit my devices. I have asked to return them for a full refund. They said buy one get one free is not eligible for returns. I told them that was not posted anywhere before check out (perhaps other than the FAQs). Since it wasn't a "final sale" item I never thought to check the return policy. I told them I would return the entire purchase in full so they would not be out any money (I'm even fine paying a restocking fee). Not eligible for returns should be posted beside b1g1 like every other retailer. This is a very tough time for many and that was my only Christmas gift to myself. I will never do business with them again.Business Response
Date: 01/10/2023
We have since reached out to the customer to allow a 1 time return on her order for a refund as requested.Initial Complaint
Date:01/09/2023
Type:Delivery IssuesStatus: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 ordered something on 12/26/22 and still have not received my item. When I try to track my items it only shows up to 12/31/22. I have emailed and received no response. I want my item that I purchased. Order # *********Business Response
Date: 01/10/2023
We have reached out to the customer to arrange a replacement order to her at no cost.Customer Answer
Date: 01/11/2023
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]
They did not reach out to offer a replacement
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business Response
Date: 01/12/2023
Her order was reshipped at no cost to her and our CS team has reached out to confirm and will follow up with new tracking information shortly.Customer Answer
Date: 01/12/2023
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:01/06/2023
Type:Service or Repair IssuesStatus: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 purchased an iPad case from Velvet Caviar on November 28, 2022. Within 1 week of using the case, it came apart. They sent me a new one and within 2 weeks that case also fell apart. I wrote customer service and they said the warranty doesnt cover a refund but they can issue me store credit. They sold me a defective item and replaced it with a defective item. I wont be using store credit. I said I would get BBB involved and they stopped responding all together. Im demanding a complete refund.Customer Answer
Date: 01/06/2023
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:01/02/2023
Type:Product IssuesStatus: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.
Purchased products in late November for Christmas presents. Contacted immediately after the holidays to return products as my kids did not like them. Was told you can't return at all . I also am unable to leave a bad review. They keep switching my 1 star review to a 5 star review before I submit it so there is no decent way to warn others not to buy this product. If these products were cheap, I would probably let this go but I spent $160 and need to get that returned.Business Response
Date: 01/16/2023
We have already reached out to the customer to arrange a return for a refund and the customer has sent back the items.Customer Answer
Date: 01/17/2023
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:There was correspondence about a return however they have not sent payment back. I just went through my card transactions and have not received anything. I told them once I received the refund that I would close the complaint but they have yet to send money even though I sent the product back. And I paid an additional $17 to ship it back
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business Response
Date: 01/18/2023
The refund was to be issued upon receiving the returned order. We have issued her refund.Initial Complaint
Date:12/26/2022
Type:Delivery IssuesStatus: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.
On 12/21/22 I placed an order with this company. I needed an item to be delivered no later than 12/24/22. This company's website promised delivery by December ***** for an additional charge of $15 for **** Priority. I paid that additional amount and placed my order. I immediately received an email confirmation with my order details, including the delivery date of December *****. Their email asked me to make sure my delivery address was correct before my "order ships within the next 24 hours." On 12/23, I checked the tracking number I was given and the delivery date was 12/27/********* days after which I was told I'd receive the item. I reached out to the company and explained what the tracking info showed. They told me that once the item ships it's out of their hands. I told them I paid an additional expedited fee and was given a delivery date of 12/*****/22. They told me it didn't matter because it's the carrier's issue at that point. I told them they shouldn't give a specific delivery date on their website or their emails if they can't deliver by that date, especially when they're charging additional fees. I told them I was going to refuse delivery and request a refund. They told me the refund would not include the delivery charge because they didn't make money on the delivery. I want a full refund, including the delivery fee, because I would NOT have placed the order if I knew I wouldn't receive the item by 12/24/22. I was enticed by the promised delivery date for an additional fee.Customer Answer
Date: 12/26/2022
Better Business Bureau:
My item arrived late in the day on the 24th. While i don't agree with this company's response to my initial inquiry regarding the fee for expedited delivery without holding true to their promised delivery date, that no longer applies to me. As such, I wish to close/cancel my complaint in reference to complaint ID ********
Sincerely,
*************************
Initial Complaint
Date:11/28/2022
Type:Service or Repair IssuesStatus: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.
Purchased a new iPhone on 9/30/2022 Order received from velvet caviar 10/13/2022 -included a phone case and a scratch proof tempered glass privacy screen protector. Below is the second email I sent to Velvet Caviar after reaching out to them when I noticed my scratch proof tempered glass screen protector was in fact scratched. It was only when I received the replacement tempered glass screen protector and case from Casetfy that I realized the actual screen of my phone which was brand new was actually damaged as well. Sent on 11/03/2022 Thanks. We actually have a more serious problem here than I realized. When I saw the scratched tempered privacy glass I immediately went to CASETIFY and ordered a new case and tempered glass screen protector. I did this because Ive used them for years and have never had any issues whatsoever where any part of my phone, screen, the glass or the case have been damaged.Anytime Ive gone into the Apple Store to trade in my phone Ive gotten 100% back for my phone because it has always been protected so well. After seeing your products and reading your product descriptions I wanted to give Velvet Caviar a try, but I learned my ****** and am out all this money and have a damaged iphone.I just purchased this iPhone. When I took off the privacy tempered glass to replace it with the tempered glass from CASETIFY I realized that scratch previously mentioned had actually gone thru that scratch proof privacy tempered glass protector onto my iPhone screen, damaging my brand new iPhone! As you can see Im livid! This is unacceptable! The product description clearly states scratch proof it needs to be address the situation immediately. Attached are pictures of my phone with the protector off.It has been more than three weeks since this second email was sent with no response regarding my damaged phone or the false advertising regarding their scratch proof screen protector. Highly disappointed in this company.Business Response
Date: 11/28/2022
We have reached out to the customer to rectify the issue and issued a full refund on her order.Initial Complaint
Date:11/02/2022
Type:Service or Repair IssuesStatus: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.
This company is complete trash actually they sold me a 13 pro *** ghosted again phone case which had oil build up on the clear phone case and was smudged I informed them about the situation then it said its glossy and it doesnt get fingerprints and scratch resistant but NOPE FALSE ADVERTISEMENT they said if I send in one picture I would get a refund I sent a photo I sent two actually and now they basically lied and said oh we see nothing wrong with the case when theres physically something wrong with it and they want me to pay for the exchange after the representative said to me Ill issue you a gift card this is a terrible company to buy any cases from they play around and ship everything late wont refund the shipping costs and THEY OVER CHARGE SHIPPING THE WEBSITE SAID $9.99 2-4 day shipping I was charged $14.99 actuallyCustomer Answer
Date: 11/26/2022
Better Business Bureau:
At this time, I have not been contacted by Velvet Caviar regarding complaint ID ********.
Sincerely,
*********************THEY GAVE ME A DEFECTED STAINED CASE AND REFUSED TO REFUND ME EVEN WHEN I SENT PHOTOS
Initial Complaint
Date:10/25/2022
Type:Service or Repair IssuesStatus: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 hate this company ive purchased 4 battery packs from this company each and every one was defected contacted them in June-July heard no response then today they want a video in which Ive done numerous times but only wants to do a warranty replacement I dont want that would like to do a return or exchange for a different product the battery packs are complete junk I shouldnt need to have to keep sending emails or waiting 3-4 months for a response I dont like it I purchased a Apple one these areBusiness Response
Date: 10/25/2022
We have responded to all inquiries from this customer and have provided her with replacements and store credits for the items she claims to have issues with.Initial Complaint
Date:09/26/2022
Type:Service or Repair IssuesStatus: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 ordered a phone case from their website, that they describe as pink **** with metallic leopard print. I received a muted brown case with no metallic accents. The item is not as described or photographed on their website. I asked for a pre-paid return label as the product was misrepresented. They are saying that I can only exchange it and pay my own shipping. I ordered 3 cases, I am only asking them to take responsibility for the misrepresented item by refunding me and providing a pre-paid return label.Business Response
Date: 09/26/2022
This case is listed on our website as a 'matte **** base', there is no reference to it being pink. We are happy to assist the customer with an exchange for another style case or she is welcome to return the item for a refund.
Velvet Caviar is NOT a BBB Accredited Business.
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