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:07/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  This company, that took over Sundance Living, now charges purchases at the time they are ordered instead of shipping date. Then shipping is either delayed by this company or *****. ***** does NOT deliver on date thst is stated on their website, and changes it 3 times. This has never happened before! You cant get an answer or complain in an email to Sundance because they do not respond for weeks! Phone calls are not answered or returned! CHAT tells me delivery dates are estimates. It does not say estimate delivery date on ***** website, it says delivery date. They also tell me they cannot track it until it is 14 days late! This is also wrong because we use ***** to send our products and we can find out at any time when it will delivered and the problem.I am beginning to think that this company, that took over Sundance Living, does not ship it on the date, they say they do. They do not help customers at all, no matter how many questions or complaints. But they get their money upfront. Its a scam and could be considered fraud! I want them to fix this problem **** with ***** and improve their customer service. At this point I have 3 purchases that need to be delivered. I want them to refund shipping charges. They can look up the order #s using my email address and/or respond to my numerous emails! I will never do business with SHOP again!

  Business Response

  Date: 07/09/2025

  Dear ***** *******,

  Thank you for shopping with Sundance Living.  I am sorry for the frustration regarding the status of your orders and the time frame to speak with our customer service reps.  We had recently upgraded our shipping system, which had caused some delays in orders being sent out in a timely manner.  This then caused an unexpected increase in our phone, chat and email volume.  This has since been corrected. 

  In reviewing your account, I show the following order status:

  Order SFY584909 - have been sent out with ***** tracking 463209807060 and is scheduled to be delivered tomorrow, July 10, 2025.  

  Order SFY589878 - sent out with ***** tracking 463209861414.  Delivery is scheduled for tomorrow, July 10, 2025.

  Order SFY592815 - sent out with ***** tracking 463209877023.  Delivery is scheduled for tomorrow, July 10, 2025.

  I have refunded the shipping on all three orders for the confusion we caused.  You will be receiving refund confirmations with the details of these refunds.  Please note, the refund can take 24 - 48 hours for processing before going back to the original form of payment. 

   Again, I am sorry any inconvenience.  If you have any other questions or concerns, please feel free to contact us back by phone at ************ or by email at ********************************************************.

  Thank you,

  Sundance Living

  Customer Answer

  Date: 07/09/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/23/2025

  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 ordered two dresses for my wife for her birthday. One was delivered, but the other one was not. There was no communication on the status of the other dress for approximately 4 weeks. I called Sundance customer service and they said that the order was marked as "being filled" so I should expect the dress to be delivered soon. This turned out to be a lie and the dress was never recieved. I called customer service again 3 weeks later to request a refund. The agent said that it didn't look like she could process a refund, "but she would try". No refund has been received as of a week after that call. I'd caution anyone from ordering anything from this merchant.

  Business Response

  Date: 06/26/2025

  Dear Mr. Hollenbeck,

  Thank you for shopping with Sundance Living.  I am sorry for the frustration regarding the status of this dress.  We were not able to fulfill the stock of this dress. The dress was cancelled from your order and refunded back to the original form of payment.  You should receive a separate email with the details of the refund. 

  Again, I am sorry for any inconvenience.  If you have any other questions or concerns, please feel free to contact us back by phone at 800-422-2770 or by email at [email protected].

  Thank you,

  Sundance Living

• Initial Complaint

  Date:06/19/2025

  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.

  I originally placed an order in February 2025 and received a couple items, the 3rd a ****** Floral Hoodie was on backorder. After waiting 3 months I called Sundance Living Catalog and spoke to a customer service representative, who told me the item would never have been received because it was in their old system and needed to be moved to their new system. They told me they had to cancel the original order, give me a refund (which came to me in the wrong amount and generated yet another phone call to receive the full amount), and then place a new order for the item in the new system and bill me the amount for the reorder. I received an email stating that the order was processed on 5/23/2025 and shipped on 5/31/2025 and that I should have it in 2 days. It is now 6/19/2025. I have made several more phone calls since, being told I needed to wait another week. Then I was told it is sitting in a warehouse in ********* and they needed to investigate it with ***** and they would email me to let me know when to expect the item. I could return it at that time for a refund if I wanted, but they would not issue me a refund unless I actually had an item to return. I waited another week and did not receive an email or any communications from this company. So I called once again and requested to speak to with the Director of Customer Relations, ***** ******. I was put on hold and then disconnected. I called back relaying all that had transpired and requested a refund. The *** asked me if I had an item to return. If she were listening to my complaint, she would have understood I had never received the item and now just wanted a refund. She told me it was sitting in a warehouse and needed to be investigated with ***** to find out where the item is. I advised her at this point, I don't care where the item is. I no longer want it, and I no longer wish to do business with this company. Just refund my *****. She said she would file a complaint. Will I actually receive a refund?

  Business Response

  Date: 06/26/2025

  Dear Ms. Harris,

  Thank you for shopping with Sundance Living.  I am sorry for the confusion we caused regarding the refund of your returned item.  In reviewing your order, I show we issued you a refund on June 19, 2025.  We sent you an email that day with the details of the refund.  Have you received this refund to your account?  

  Again, I am sorry for the frustration and delay in getting your refund processed.  We are looking into further of what caused this.  We will also be following up with those that assisted you to make sure they are getting our customers taken care of in a timely manner. 

  Thank you,

  Sundance Living

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair 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.

  Over 6 months ago I ordered a sweater from Sundance Living. The sweater did not arrive for more than 3 months. The item was too big. I called the company hesitant to exchange for a smaller size due to the delay in delivery time with my initial purchase. The customer service representative reassured me that the item should be turned around and delivered within 2-3 weeks. It has again been another three months and I have still not received my replacement order, it in fact has not been sent per the company. I have called customer service phone number approx 20 times and let it ring for minutes on end with not one person ever picking up the phone. I emailed a customer service email and weeks later was told they cant cancel or refund my order " because it was processed" but that the item has not been sent out. It is completely out of line that a customer should have to wait over 6 months for an item from the next state over. I want to cancel my order and be issued a refund so that I can be finished dealing with this company.

  Business Response

  Date: 06/26/2025

  Dear Ms. Kuber,

  Thank you for shopping with Sundance Living.  I am sorry for the confusion we may have caused with the status of your order.  As per your request, we have cancelled the item and attempted to issue you a refund.  We are not having any luck with the refund going through due to how old the order is.  We would need you to provide the credit card information you would like the refund applied to. 

  I have referred this order to our credit card team to contact you.  You may also call us at 800-422-2770 and the Customer Service team will be able to assist you.  Again, I am sorry for the time frame in getting this order refunded.  

  Thank you,

  Sundance Living

• Initial Complaint

  Date:06/10/2025

  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.

  I used a gift card for the purchase of three items on May 14, 2025 ($206.28). They have every item in stock. I have called countless times on what is going on with my order. It's just sitting some where. They won't issue me a refund back on the gift card, or ship the items. Their excuse is that they are moving to another warehouse, many items are in queue, they are working overtime etc. I placed an order the day before (May 13, 2025) and had no problems. I just keep getting the run a round. To tell me that an order placed one day later is now still sitting somewhere. This is ridiculous . I either want my items that I paid for or a refund on my gift card.

  Business Response

  Date: 06/11/2025

  Dear Ms. ********************* you for shopping with Sundance Living.  I understand the frustration with the time frame of your order being shipped to you.  Unfortunately, we had a delay in getting orders out due to a new internal shipping system.  I am sorry this effected your order.  In reviewing your order, I show we did get the items sent out yesterday, June 10, 2025.  The tracking is with ***** tracking #************.  We did ship the order out with an express delivery.  According to their website, it is expected to be delivered tomorrow, June 12, 2025.

  If you have any other questions or concerns, please feel free to contact us by phone at ************ or by email at ********************************************************.

  Thank you,

  Sundance Living

• Initial Complaint

  Date:06/09/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 an on-line purchase on May 6,2025 from Sundance. I received an email the same day stating that the items were on backorder and should arrive at their warehouse on May 20th and "would be shipped immediately once received". I never heard from Sundance again. I contacted them on May 30th to inquire about my order. I was told that the items had arrived that day and I would receive an email regarding shipping. Again, I have not heard anything from them. I contacted Sundance again on May 6th. I was told that the items had been received on the 30th but they did not know when the items would ship. I stated that makes no sense they must have an ETA or could we escalate this to a manager. I was told no. The woman on the phone was very strange and stated I should report them to the BBB. I would really like the items I ordered and paid for back on May 6th. Sundance should not charge for items until they can provide the items. I also purchased some sandals from them that I was charged for , never heard from them again and never received. I had to make many calls sit on hold and was finally told I could request a refund because they would probably never get those sandals in stock again. But were they going to refund or contact me? NOPE. This company has changed too much recently, not in a positive way. As much as I've loved them for many years I am very upset about these recent transactions.

  Business Response

  Date: 06/16/2025

  Dear Ms. *****,

  Thank you for shopping with Sundance Living.  In reviewing your order, it appears there was an internal issue that caused a delay in your shipment.  We have since corrected this and replaced your order.  It has been referred to our warehouse managers to get sent out as quickly as possible.  I am sorry for the delay and any frustration this may have caused.  I have also applied an additional discount to the order for the delay.  You will get a separate email from us with the details of this refund.  

  If you have any other questions or concerns, please feel free to contact us back by email at ************************** or by phone at ************.

  Thank you,

  Sundance Living

  Customer Answer

  Date: 06/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23445597, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:06/09/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 #******** on 5/1/25 with Sundance Catalog online. I got a notice indicating it was back ordered until 5/15/25. As of 6/09/25 I still haven’t received it.
  When I call customer service I am put on hold and no one ever comes on the line. I tried sending an email a week ago still with no response. I have contacted them through chat and I am repeatedly told it’s coming. I have asked for a refund and was told they didn’t have authority to do that. Worst customer service I’ve ever received. I simply want a refund. Thanks.

  Business Response

  Date: 06/11/2025

  Dear * ******, 

  Thank you for shopping with Sundance Living.  As per your request, we cancelled the backordered item from your order and issued you a refund.  We sent you an email with the details of this refund.  I am sorry the backorder time frame was taking longer than expected.  

  If you have any other questions or concerns, please feel free to contact us back by phone at ************ or by email at **************************.

  Thank you,

  Sundance Living

  Customer Answer

  Date: 06/11/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/02/2025

  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 on 4/29. After placing the order I was informed that two items were back ordered. The back in stock date has passed. I have sent multiple emails trying to get an update but have not received any response. The chat text was unable to answer on the status of my order. I called the cs line and was told I’d be called back within 48 hours and if I did not answer they would leave a voice mail. I never received a call back. Multiple attempts to receive an update have gone unanswered. I wanted to report this due to the poor customer service. This company should be ashamed of treating customers this way.

  Business Response

  Date: 06/10/2025

  Dear Ms. ****, 

  Thank you for shopping with Sundance Living.  I am sorry for any confusion regarding the status of your backordered items.  We have received notification that these two backordered items were not able to be fulfilled.  We have cancelled them off your order and issued you a refund.  We sent you an email on June 4, 2025, with the details of this refund.  

  Again, I am sorry for any inconvenience.  If you have any other questions or concerns, please feel free to contact us back by phone at 800-422-2770 or by email at *************************** 

  Thank you,

  Sundance Living

• Initial Complaint

  Date:05/31/2025

  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 order a number of items - Order ********* - March 13.
  One of the dresses did not fit. I requested an exchange via email. There was no return label enclosed in the package so Sundance customer service sent one via email and arranged for the proper size of the dress to be sent upon receipt of return.
  I received confirmation that they received the item but they did not refund me for it due to the exchange. Weeks passed and I did not receive the exchanged dress. I emailed multiple times and never heard back. On May 22 they finally replied with the message below. I want the exchanged item or a refund for the unsent exchange.
  
  
  Dear Ms. *****,
  
  Thank you for your inquiry. We would like to inform you that the Sundance shipping system is currently undergoing an upgrade to enhance its compatibility with our new site and email system. Unfortunately, this has resulted in a delay in order shipments. At this time, your exchange order has not yet been shipped.
  
  We sincerely apologize for any inconvenience this may cause and appreciate your understanding. We anticipate that your order will be dispatched next week, and you will receive a shipping confirmation email once it has been sent. Thank you for your patience.
  
  ***** *****
  Internet Customer Service
  Sundance Living
  
  Ticket ID: ******
  Assigned agent: ***** C

  Business Response

  Date: 06/04/2025

  Dear Ms. *****,

  Thank you for shopping with Sundance.  In reviewing your order, there is no indication as to why the exchange item has not been sent out as of yet.  I have referred this to our warehouse management team to get it sent out.  We will be looking into what caused this delay.  I am sorry for any frustration this may have caused.  Once we have sent out the item, we will get an email sent to you.  

  If you have any other questions or concerns, please feel free to contact us by phone at ************ or by email at **************************.

  Thank you,

  Sundance Living

   

  Customer Answer

  Date: 06/06/2025

  
  
  Complaint: 23401200
  
  
  
  I am rejecting this response because:

  It is nice that you are looking into it but there is still no resolution. I will be satisfied when I receive the correct item in new condition or a refund.

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

  Business Response

  Date: 06/11/2025

  Dear Ms. *****,

  Thank you for your reply.  I have confirmed with our warehouse managers the replacement Zora Floral Dress was sent out yesterday June 10, 2025, with USPS tracking ******************************.  You should have this dress in 3 - 5 days.  

  Again, I am sorry for any frustration this delay has taken.  If you have any other questions or concerns, please feel free to contact us. 

  Thank you, 

  Sundance Living

  Customer Answer

  Date: 06/16/2025

  
  
  Complaint: 23401200
  
  
  
  I am rejecting this response because:
  
  I have not actually received the merchandise. Once I open the package and confirm that the correct item was sent in good condition I will accept the response.

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

  Business Response

  Date: 06/16/2025

  Dear Ms. *****,

  Thank you for your reply.  I completely understand the frustration.  According to the USPS tracking, the package is expected to arrive today, June 16, 2025.  Tracking #*******************************  

  Please let us know once you have received the package.  Thank you for your time. 

  Thank you,

  Sundance Living

• Initial Complaint

  Date:05/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 a pair of Birkenstock sandals on 5/10/25. I received an email with an order # and it said I would be notified when they shipped. Was supposed to be 3-5 days. I have called 2x and was told the order is processing. I called on 5/20 and 5/28. When I asked to escalate this issue I was told the rep would email me regarding the status. Nothing has happened and our credit card was charged when I initially placed the order. I also sent an email to customer service and have not received a response and that was my initial attempt of this process.

  Business Response

  Date: 06/09/2025

  Dear Ms. *****,

  Thank you for shopping with Sundance Living.  I am sorry for any confusion on the status of your order.  Unfortunately, we were not able to fulfill the backorder of these shoes.  In reviewing your order, it shows that we cancelled your order and issued you a full refund on June 6, 2025.  We also sent you an email regarding this order and the refund details. 

  Again, I am sorry for any inconvenience this may have caused.  If you have any other questions or concerns, please feel free to contact us back by email at ************************** or by phone at *************

  Thank you,

  Sundance Living

  Customer Answer

  Date: 06/09/2025

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** *****