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:12/04/2023

  Type:Billing 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 made a mistake during a live ******** sales event. The business has two bags that are almost exactly the same shape but one is much larger. I had been asking questions about the the largest bag size for a week or two the the intent to purchase as soon as I saw one that I liked. Unfortunately the bid I made was on the smaller bag and not the bag I needed. I have made several previous purchases and understood that if I baacked out of a ******** live purchase I wouldnt be able to participate anymore and I would be restricted to shipping from their site. I had accumulated several points to spend on the site for the purchases I had made made up to this point. I know others had exceptions made for them over some things like this is the pas so I reached out via ******** and offered to let them pick one of the more expensive bag and larger bags and swap them out sight unseen to resolve the issue and was told no. I immediately went and ordered another bag from a different company. Then I was told yes. I had already purchased another bag and was blocked from the ******** live sessions. I wasnt happy but that was the rule so ok. I went only to spend some of my points for Christmas presents. My total after points was 17 dollars and change I think. They cancelled my order without a word and refunded me the shipping. When I sent a msg on shop pay to pls refund my whole order not a word back. I dont understand why I cant make online purchases with my money and the points that were offered and earned through previous purchases or why I didnt get a. Full refund for my cancelled order.

  Business Response

  Date: 12/04/2023

  Good Evening,

  I am saddened to see that *************************, has only delivered half of the story. so for better context I will give our side of the story. When ******* first started shopping with us, just like we have all of our ******** live customers, we had her fill out a ****** doc inputting her information to make sure she is a real customer as well as informing he of our policy of shopping live with us. One of those policies is that if you claim an item during the live sale that you must complete that purchase as you have claimed it so other women or men could not purchase it, otherwise you will be banned from all future live sales and forced to only shop on the website.
  

  ******* made that mistake not once but twice. The first time we gave her a get out of jail free card. The second time we had to enforce the rule. 

  We also put in our policy that if a customer you are banned from future sales, your rewards account will be deactivated. 

  Crystal unfortunately had placed an order using her cactus points on our website, due to the timeliness of other business functions we didnt have time to deactivate her account. We immediately refunded and canceled the entire order.
  

  Crystal, I am very deeply saddened by this version of the story as this is not how we run our business. Thank you for your business and we hope this clears up this case.