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: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.

  
  
  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,
  
  
  
  ***** *****harged 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

• 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.

  
  
  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,
  
  
  
  ******** ******

  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

• 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.

  
  
  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,
  
  
  
  ******** *****

  e 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

   

  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.

  
  
  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,
  
  
  
  **** *****

  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