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Business Profile

Online Retailer

Cutely Covered

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 57 total complaints in the last 3 years.
  • 6 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:07/12/2023

    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.
    On May 9, 2023 I ordered one red cardigan and one white cardigan. I received a note from *** stating it was delivered to Santa ****, wrong address. It was bringing returned to your store. On ***** it states it was returned .I have emailed you guys several times and no ones responded and I see that there has been several complaints against you guys so Im sure that you guys are not gonna follow up with me on this but Ill take you to small claims court not only that I will go on ******** and every Instagram I want a refund in the total payment is $200. I made every one of my payments I never had possession of any merchandiss you just have my money that is unacceptable and I dont ********** credit I never got the merchandise.order number ****** ***** my contact ********** *******************************

  • Initial Complaint

    Date:07/07/2023

    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.
    *************************** **************************************** Evening Received my order today which I anxiety awaiting, however once received item 'Medium Stone Flared Jeans' received the wrong size. The size I ordered #** and received XXXL not sure how that took place but if size #** is on back order. Please refund the full amount back to my card used for purchase. Exchange reference 'Stripe Button Down Maxi Dress' I ordered size 6-8 too small. Please exchange for larger size *****. Looking forward to exchange please assist. I will be returning both items. I have the return address: Cutely Covered P.O. Box 172, ************ ** ***** **. Please respond as soon as possible. After that exchange acknowledgement on 3/23/2023 via email "Cutely Covered" wanted verification sent, via email verified tracking information and that was on 3/24/2023. I then sent verification of ***** #****-********************** dated 3/11/2023. Last contact 6/5/2023 and still waiting for Refund.

  • Initial Complaint

    Date:07/06/2023

    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.
    On June 12th, I ordered two outfits online from vendor. One outfit was on pre-order and scheduled to ship by end of June. The other outfit wasn't on pre-order and I needed it by June 24th. On June 22nd, I realized no shipment still hadn't been made and I reached and inquired about my purchase. ****** told me that, in order to send them separately, she would have to charge me an extra $10. They insisted that it will be sent together by end of June with the pre-ordered item. I had to find something else for my event. I requested a cancelation of order and refund since they didn't have the product and they told me that they only ***** credits. Why am I being credited for items you don't have? That's stealing to charge customers for items you can't provide. I declined the credit and requested them to just to send the items. I just want this ordeal to be over. It's July 6th and there has been no shipment to date. I just want a refund. This is unprofessional, horrible customer service and dishonesty.

    Customer Answer

    Date: 07/19/2023

    Better Business Bureau:

    July 13th items were delivered.

    Sincerely,

    **** **



     

  • Initial Complaint

    Date:06/23/2023

    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.
    Purchased on 5/22. Paid $164.00 for 3 items. Order #******* Contacted the company via email and they had no updates. They kept saying we'll ship it out soon. I told them on Monday if they can't ship my item out by Friday to cancel my order. Magically, I receive an email yesterday saying my order has been shipped and here is the tracking number. Today I try and track the package and it saying the shipment has been canceled. I request a full refund or I will dispute the charges.

    Customer Answer

    Date: 07/17/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Cutely Covered has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:06/21/2023

    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.
    On April 21, 2023 I ordered the "Fun in the Sun Tie Dye" Maxi dress. The order # was *******. I received the item on April 27, 2023. On April 27, 2023, I immediately sent an email to Cutely Covered informing them the wrong dress was sent to me. I sent pictures to show the item received was not the dress I purchased. I took a picture of the back of the dress to show this is not the same dress plus a picture of the dress pattern and attached a picture of the dress that was advertised on their website. I asked for the correct dress to be sent out to me once the dress I returned was received by the company. However, if my dress size was no longer available to please issue a full refund. I did not receive a response, so I sent a follow-up email asking for a status a couple days later. The on June 7, 2023 someone responded apologizing for the delayed response. They also asked me for the tracking number which was ************ **********. I sent the tracking number. Cutely Covered confirmed the dress was received by the company. After that request the company asked me for picture of the dress. I responded pictures were sent in previous emails then I sent an additional email with the pictures again. The next communication was asking if I wanted a store credit. I said no please issue a full refund for the item and shipping. Cutely Covered informed me their return policy is that only a store credit would be possible. I replied saying this was not my error and would like a full refund on my credit card. I have an email thread showing all of our communications. I would like a full refund issued to my credit card. I'm disappointed because I have ordered with this company many times. This is the second and last issue I will have with them. I do not know what happen in the last six months but hopefully the gap in their processing will be corrected. This store has some nice selections unfortunately its not managed properly.

  • Initial Complaint

    Date:05/01/2023

    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 made a purchase on the night of April 10, 2023 during the Easter sale for a total of $101.90. I figured there may be a slight delay in getting the shipment out due to the holiday. However, I didn't think it would take this long. So I submitted a ticket through the company's messaging section on the site last week requesting an ETA on shipping. It has been over 72 business hours and I have yet to hear back from Cutely Covered. I would like to request a refund if the item is not able to be shipped within the next 48 hours. I do not want a store credit. I'm requesting a full refund due to their lack of customer service. I have attached a copy of my order details. Thank you!

    Business Response

    Date: 05/02/2023

    Hello ******,

    We did respond to your email. Per our shipping policy on our website, we clearly state that order processing takes 6 business days unless it is a priority order (which was not your case). Reporting us to BBB because your order did not ship within 2 business days although we stated orders ship within 6 business days is disingenuous. Nonetheless, you have already been refunded. 

    Customer Answer

    Date: 05/03/2023

    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 even though their response wasn't truthful as to what was in my claim. I can now say the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:05/01/2023

    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 ordered my strapless denim dress on March 13 and have yet to receive any response. After looking at reviews (should have done this first) I am realizing I may have been scammed. I paid $122.97. I have reached out via email twice and on social media. No response. I want my money back at this point. I also purchased shipping protection. What can I do to resolve this?

    Business Response

    Date: 05/02/2023

    Hello ***,

    Per the product page, you ordered a preorder item with estimated ship date end of April. This information is clearly. displayed on the product title in caps, the first line of the product description in bold, and in your order confirmation. One of the screenshots you submitted even has it on there in caps PREORDER Ships End April. It is unfortunate that you reported us to the BBB when you ordered a preorder item that clearly states the ship date in multiple locations. We've also responded to your emails notifying you of this information. 

  • Initial Complaint

    Date:04/10/2023

    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 canceled an order with this vendor and the cancellation was acknowledged but the vendor hasnt issued a refund and decided to ship the merchandise after knowing that the order was canceled.

    Business Response

    Date: 05/02/2023

    Hello 

    Your items were delivered to you over one month ago and you never returned them or contacted us to return. You ordered preorder items and everything shipped to you within the timeframe indicated at your time of purchase. You sent a screenshot of one of our responses to you but you never responded to the emails that we've sent to you. 

  • Initial Complaint

    Date:03/20/2023

    Type:Product 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.
    Good Afternoon:I placed an order for a yellow jumpsuit on February 17, 2023. The original price of the jumpsuit was $89.99 however after discount the costs ** $78.17. Tax and shipping were added (receipt attached). I requested a refund on the taxes as i live in *** and the item was under $110, they acknowledge my email then said that it was esculated in an email dated February 20, 2023. I received the package on February 21, 2023, th jumpsuit was too small so i requested it to be exchanged for a Large. The request was sent in an email and also in the package when i returned it via **** on February 22, 2023. The item was delivered and picked up from the post office on February 23, 2023 by the merchant (tracking no **** **** **** **** **** **)I have written to them several times for either the jumpsuit in Large or the store credit or refund no response.Thanks ***********************

    Customer Answer

    Date: 04/14/2023

    Better Business Bureau:

    At this time, I have not been contacted by Cutely Covered regarding complaint ID ********.

    Sincerely,

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

    Customer Answer

    Date: 05/03/2023

    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.

    I wanted to let you know that the company reached out today, they appear to be having an issue with their email.  They provided that an email was sent to me, not sure how true but the  matter was resolved, kindly remove the report from your site.

     

    Thanks

     



    Sincerely,

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



     


  • Initial Complaint

    Date:03/20/2023

    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.
    Placed order on 11/27/22 for Houndstooth Cardigan preorder to be shipped in December 2022. Paid at total of $77.92. Received confirmation/ order receipt that my payment was process and order received. Today is 3/20/23 and I have not received the product. I even purchased shipping protection. I have reached out to the the business customer service multiple times since December 2022, via email and also through the shop app. I finally received an email back 2/28 from ********************, that they are chasing my order with the team. My order # *******

Cutely Covered is NOT a BBB Accredited Business.

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