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:08/30/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 bought a denim hat from its website 02/06/2023 (order number ****), totaling $104.15. What I received is so poorly made, the color and style are different from the pictures of their item page. I contacted them via Instagram DM, and received this irresponsible reply: As far as the quality goes, I definitely understand! This was honestly was FIRST attempt at making a hat from no template, and I always hated how the denim trays were left in my hair after trying it on. I considered making a liner for it, like a velvet or velour!
  
  I asked for a return and refund, no one replied ever since. I contacted them a lot times and through a lot channels, not a single reply.

  Business Response

  Date: 08/31/2023

  I sent the exact same hat from the item listed online. I didn’t send another item, so to say that I sent an item that was different is a lie. I also responded to their messages and told them the honest truth, that it was my first attempt at making a hat, but the quality was as pictured. The distressing and fraying of the denim was purposefully done, and was intentionally crafted that way. I also stated in the item description that the hat construction itself, as far as the way it fits, is a retro style hat, as it was inspired by **** *****, an actor from the 90s known for their crazy hat styles. I told the customer that I could only refund them for the purchase or create a liner for them, IF they sent the product back to me. I can’t refund them for the purchase if they still have it, and I can’t make any changes or fixes to the quality of its still in their possession as well. I’ve received no messages in response to this, and it has been quite a few months now, so I assumed they made the liner themselves. This is the first time I’ve been contacted regarding this in a few months now, so I’m just questioning the intention. I did begin posting new items recently, so maybe they were reminded after seeing me post, but still no justification to send this to the BBB, especially when THEY are the ones who need to act now…whether it’s sending the item back to be improved with a liner, or whether it’s sending it back for a refund. As I’ve said, it’s been months since I’ve asked this and told them that I needed to receive the item back in my hands to move forward, and have heard nothing in response. I assumed they either fixed it themselves, grew to like it, or regifted it

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I lied? The merchant never contacted me or offered a refund before. He/she can upload the screenshot.

  What I want:

  1. The merchant email a prepaid return shipping label to ************@*****.com

  2. I'll send the hat back asap.

  3. Process the return and refund to my original payment method.

  4. It would be appreciated if the merchant could answer the emails or instagram DMs in the future. You are running a legit business, right?

   
  
  Regards,
  
  
  **** ****

• Initial Complaint

  Date:01/27/2023

  Type:Delivery 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.

  Date of transaction: November 25th, 2022
  Amount paid: $142.15
  Item purchased: Distressed Black stacked cargo denim size 30-31
  
  On November 25th 2022 I purchased an item online from hausofvain.us. I was provided with an order number and confirmation receipt which I have uploaded. It’s now January 26th 2023 and I have yet to receive the item I purchased. I have tried multiple times on different platforms to contact this company; email, instagram and even the contact page on the store’s website. Regardless of the medium, I have yet to receive a response back from this company. My last attempt to get a response I communicated with the vendor that I will be contacting the BBB so that future potential costumers will avoid paying for items they will never receive. If you go to the reviews on google of this company you will see I am not the only person who has had this experience with hausofvain. Please contact this company and let them know the way they are conducting business is not right or fair and if it continues they will have to cease selling goods. Thank you.