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Business Profile

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Ivory Ella, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Ivory Ella, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ivory Ella, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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:08/23/2024

      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.
      I ordered 3 items, long -sleeved T-shirts from this company. Two of the items stated that sales were final beside the amount charged, the third did not.The main issue is the shirts are not the same quality, that you find in the retail stores where I have purchased recently and the logo is missing on the inside of the shirt. Once I received the shirts, it was clear they were not the same as the ones in stores, and I immediately felt this may be an imposter website. I contacted the support email as suggested and explained all of the above and asked if I could send all three shirts back for a refund. I was refused. The explanation from the associate for the discrepancy in quality was that they are using another shirt vendor and have been for a year. But that does not make sense as I just purchased an "original" shirt from Khols last week and the fabric weight, quality and logo were totally different. When I asked for a refund for the one shirt at least that did not state sale final, I was sent a screen shot of the very tiny notation of this on the bottom of the page. It was barely visible. I tried to access their FAQ to see what the refund policy was and any more info about the company and all of the options did not work and there was no way to see their policies. I let the company know that I was planning on contacting BBB and I felt their practices are deceiving and deceptive. I was told that the retailers get a higher quality shirt and the one they send to consumers is not the same. Again this makes no sense to me, except that they are very much aware of their tactics and consumers are stuck with very poor quality products for the same price as those in the retail shops. Plus, I question their statement that they donate fifty percent of the proceeds to elephant endangerment. My hope was to get a refund, but even if that does not occur I want to make sure others are aware of this company's sneaky practices.

      Customer Answer

      Date: 09/06/2024

      Business is refusing to allow for reruns of product that is not if same quality as described. They admitted that the quality of the product sold in retail stores is different than what is sold through their website but this is not disclosed prior to the purchase and no refunds allowed. I feel this is a bait and switch. I doubt there will be any resolution as they got $110 from me for shirts worth about $15. 

    • Initial Complaint

      Date:02/24/2023

      Type:Service or Repair 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 placed an order ******* on 02/17. Website shows online orders will ship within 3-6 days. Its now been 8 days and my order is in limbo. I did get an email with customer service and they advised my order was received but still not ship. Knowing it now wouldnt arrive in time for a birthday gift I asked if they could just cancel my order since it wont deliver in time and was told no. I am in ****** and between exchange, shipping and shipment insurance I paid $100 CAD for one hoodie and jogging pants. This is completely absurd and this company needs to stop saying due to Covid ******* opened quicker than ****** and I have never placed an order that took more than 1-3 days to ship. I am starting to feel like I got scammed and my order wont ever show up. All I want for is a full refund or tracking for my items. This is insanity.

      Business Response

      Date: 02/27/2023

      Our normal shipping timeline is 3-6 business days, however during periods of time when we are experiencing a high volume of orders, it can take up to **** business days for orders to ship out. Your tracking number is GM6053481074108573. We apologize for any inconvenience this delay has caused. 


      Customer Answer

      Date: 03/01/2023

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:12/18/2022

      Type:Delivery 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.
      On November 24, 2022, I placed an order for a sweatshirt. Received this confirmation immeditely. "This email is to confirm your order on 11/24/2022. Your order number is *******." I have checked the tracker several times to see where my item was as far as shipping. The tracker always showed my order in the middle of a line from ************ to *******, **. Tracker # **********************. The last time I checked, the tracker message said "completely. I tried to contact the company several times using their customer service and emails. No reply. Would like refund of $35.78.

      Business Response

      Date: 12/20/2022

      Hello,

       

      Our records show that your order was shipped on 11/25. According to DHL tracking information, there has not been an updated scan since the package left our building. We sincerely apologize for this. We have fully refunded your order. Please allow up to 48 hours for the credit to appear in your account.

    Ivory Ella, LLC is NOT a BBB Accredited Business.

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