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:09/26/2022

  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 with Velvet Caviar on 9/12/22. When I placed the order it gave me an estimated arrival date of 9/15 - 9/17. On 9/17 when my order hadnt even shipped yet, I contacted customer support to have my order cancelled. I got a reply back saying that they got my request to cancel and if they were unable to cancel it they would let me know. In that email, my message to them was copied, but another customers message was copied as well, giving me their email address and order number. With this information I could easily look up all of their order details, including address and phone number, on Velvet Caviars website. When I replied back to let them know of their mistake they never responded. Fast forward to 9/21, I get a notification that my order was shipped even though it was supposed to be cancelled. They never contacted to say it couldnt be cancelled. I messaged them again through their website to ask why my order wasnt cancelled and to again tell them that they gave me another customers information. When they replied, they did the same thing and I got another customers message copied with mine and this time, based on the messages, that customer also got my information copied to their email. At that point I asked to talk to a supervisor and the **************** Manager emailed me on 9/22. In the email she denied that any information was shared and wouldnt respond to me after that. On 9/23 I contacted the company through instagram and they said they would look into it. Then I got a message that they had talked to the **************** Manager ***** and that a return label would be emailed to me. Only after that did ***** respond to me and give me a return label and again did not acknowledge that any personal information was shared. I asked to talk to the person above her and again she has not responded. I tried messaging on instagram again and they wont respond either. I want to talk to someone in charge.

  Business Response

  Date: 09/26/2022

  We did respond to the customer several times being apologetic for the inconvenience and misunderstanding on all her complaints. We have sent over a prepaid return label 2+ times for her to use to send back her order for a full refund. We have also noted that the unfortunate program error with our CS platform merging customer tickets was fixed to prevent any further issues. 

  Customer Answer

  Date: 09/26/2022

  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:

   

  The company have never really acknowledged that customers information was shared and at first flat out denied it. Before I filed my complaint with BBB they only ever apologized for calling me by the wrong name. This morning they sent an email that said that there was an error with their CS system that allowed multiple inquiries to come through in one thread and that theyve taken steps to avoid that in the future, but it never said that that error caused customers information to be shared with other customers. I have already shipped back the order. I was hesitant to use the label that they provided because the label didnt have my name or address on it. Hopefully it gets to them okay.

   

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 10/07/2022

  We have responded to the customer multiple times in regards to her concerns as well as already issue a refund on her order as requested. 

  Customer Answer

  Date: 10/12/2022

  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 still have not apologized for giving my personal information to other customers. They have only apologized for calling me the wrong name and that multiple customer inquiries were copied in one thread, causing confusion. The confusion about which customer they were responding to wasnt the issue, the issue was sharing customers information. *****, the so called customer service manager, still has not responded to my last email that was sent September 26th. I have received their refund.

   

   

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

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair 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.

  Placed an order for a phone case and screen protector on this companys website velvetcaviar.com for the new iPhone on 9/9/22. Received an order confirmation. Confirmation email claims 3-4 days delay possible with new phone launch, 3-6 days delivery in US. Received nothing. Emailed company regarding order status on 9/18. Response gave no indication of possible delivery, only indicating a delay generally. I still have not received the products I ordered as of today, 9/23. 2 weeks total have passed and there has been no movement to my order, so today I emailed the company because I want a refund immediately. I also want them to clearly state on their website that they have NO actual timeline for deliveries, because this practice of failure to deliver by the company is proven by their F rating per BBB.

• Initial Complaint

  Date:09/20/2022

  Type:Product 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.

  Hello, On 9/4/22, I purchased a phone case, phone grip, and phone charm from Velvet Cavier. I received the items on 09/13/22. Less than four days later, on 09/17/22, the phone charm broke due to normal use. I contacted Velvet Caviar on Monday 09/19/22 to obtain a refund due to the poor quality, and they would only provide store credit or replace the phone charm one time. From my understanding, if the new charm broke again right away, they would not replace it. Since the quality of this product is obviously not what I expected, I have little confidence a new charm would not stay together for a longer duration much less the year warranty; consequently, I ordered another product with better durability from another company. I have asked repeatedly for this issue to be escalated to a manager and to receive a refund for the poor quality and workmanship, and neither has been done.

  Business Response

  Date: 10/05/2022

  We did go ahead and issue a refund on the item on 9/20 (confirmation attached). She did not reach out any further with continuing questions or concerns regarding the order or the refund. She also opened up a chargeback with her bank for the full order after the refund was issued on the 1 item she had concerns with. 

• Initial Complaint

  Date:07/26/2022

  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.

  I ordered an iPhone case and a screen protector total of $39 from this website on July 5 2022. It was taking forever for them to ship my items and the tracking number they provided give me an error message. In this situation, I ordered similar items from other website and contact them for return and refund. They asked me to reject the package on the **** deliver date to avoid shipping charges for the return. I followed the instruction and told the **** driver to return the package to the shipper when the package eventually came. The package arrived at its original location at ************** on July 18 2022. I contacted them for refund yesterday but was told the package has to be returned to their warehouse for them to refund me. Its out of my control and I shouldnt be responsible for the lost. I believe **** provides insurance for shipment. This is a worst online purchase I have ever had. I request to get my money back!!!

  Customer Answer

  Date: 08/20/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Velvet Caviar Inc regarding complaint ID ********.
  
  Sincerely,
  
  ***********************