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:05/21/2025

  Type:Customer Service 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.

  The website changes the size of garments when you add them to the cart. For example If I add a size M, the website changes that to a size S or XS. This happens often, and it happened to 2 things in my order. I reached out to them with the evidence of their website glitch (I also have a video of this happening) and they responded that they cannot exchange sale items referring to a 'mystery box' that I bought for **$. I would like to receive the items that I purchased in the correct size.

  Business Response

  Date: 06/04/2025

  Hi,
  
  We sincerely apologize for the inconvenience the customer experienced and appreciate them bringing the website issue to our attention.
  
  We understand the frustration caused by receiving the incorrect sizes, and we are currently investigating the reported website glitch to ensure it does not affect future orders. Although items from our Mystery Box promotion are typically final sale and not eligible for exchange, we are willing to make an exception in this case.
  
  Our team will be reaching out to the customer directly to arrange a resolution.
  
  Thank you.

  Customer Answer

  Date: 06/05/2025

  
  
  ****** ******** ******:
  
  
  
  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:05/15/2025

  Type:Customer Service 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 purchased some items and they did not flatter. I reached out to the company (through their returns portion of their website) and requested a return label. They have been trying to talk me out of the return, and I am insisting that I want to return the items and receive a return label. They seem to be waiting out the clock so they can deny my return. I've reached out numerous times. I've also attached the last email that I sent them (that still has not been responded to).
  
  Thank you.

  Business Response

  Date: 05/26/2025

  Hi,
  We sincerely apologize for any frustration the customer experienced during the return process.
  We want to confirm that, in accordance with the customer's request, a return label has already been issued. Once the return package is received at our warehouse, we will process the refund to the original payment method within 3–7 business days.
  We appreciate the customer's patience and understanding, and we remain committed to ensuring a smooth and fair return experience.
  Thank you.

  Business Response

  Date: 05/26/2025

  Hi,
  We sincerely apologize for any frustration the customer experienced during the return process.
  We want to confirm that, in accordance with the customer's request, a return label has already been issued. Once the return package is received at our warehouse, we will process the refund to the original payment method within 3–7 business days.
  We appreciate the customer's patience and understanding, and we remain committed to ensuring a smooth and fair return experience.
  Thank you.

• Initial Complaint

  Date:05/14/2025

  Type:Customer Service 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 purchased an item from this vendor that did not fit. As per the vendors website instructions, I sent a message to their support email address asking for a return label, and including my order number and photos of the unworn item with tags still intact.
  
  For the last 10 days, the vendor has responded occasionally only to offer me store credits or alternative options, but not providing the return label for me to return the item and refund to my original payment method.
  
  Due to an extended shipping time, and the last 10 days of back-and-forth with no resolution, the 30-day return window shall soon expire.
  
  This whole process has been purposefully deceptive, seeking to prolong interaction until I can no longer claim the return and refund.
  
  I notified the vendor 2 days ago that I would be seeking outside assistance if they didn't respond, and they have not responded again.
  
  I would just like to return the items and claim the refund of the purchase price to my credit card, less the  return label fee, but the vendor is preventing that from happening.

  Customer Answer

  Date: 05/15/2025

  The vendor has responded with another step to request the return. I completed that and am now waiting for them to send me a return label. So a resolution has not yet been reached, but they have finally contacted me again after I threatened to escalate the issue.
  

  I will reply within the next two or three days about if I receive a return label. 
  

  thank you!

  Business Response

  Date: 05/18/2025

  Hi,

  We sincerely apologize for the delays and frustration the customer experienced throughout the return process. Due to limited staffing and a high volume of inquiries, our response time has been slower than usual. However, we want to make it clear that there was absolutely no intention to delay the process or prevent the customer from receiving a refund.

  As stated in our return policy, any return request initiated within 30 days of delivery will be honored, regardless of how long the communication process takes. As of now, a prepaid return label has been sent to the customer. Once we receive the returned item, we will promptly issue a refund to the original payment method, minus the ** return label fee.

  We appreciate the customer's patience and understanding, and we remain committed to providing a fair and transparent return process.

  Thank you.

• Initial Complaint

  Date:05/13/2025

  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.

  On May 3, 2025, I placed an order for a dress from Popilush as a Mother’s Day gift for my wife. The standard shipping option was chosen, as it was estimated to take only 2-5 business days to receive the item. However, by May 7, I had not received any updates indicating that the package had been dispatched. The only information available was that the order had been placed and received.
  
  Frustrated, I attempted to contact Popilush through their automated phone system, which offered limited assistance. As a last resort, I sent an email to their customer service department. A few days later, I received a response stating that my package was at a “distant warehouse” and was experiencing delays beyond the expected timeframe. However, the email reassured me that the merchandise was not lost.
  
  Despite the reassurance, the tracking information remained unchanged on May 13, 2025. The status indicated that the shipping label had been created, but the **** was still waiting for the item. This status had been the same since the day I made the purchase.
  
  I reached out to Popilush again, but unfortunately, I did not receive a response. This lack of communication and the unprofessional handling of the situation has left me deeply disappointed and frustrated.
  
  Given that Mother’s Day has already passed, the purpose of the gift has been compromised. I am seeking a full refund and a resolution to this matter that allows me to move forward without further inconvenience. I trust that Popilush will handle this situation with the urgency and professionalism it deserves once contacted by your services. Thank you.

  Customer Answer

  Date: 05/14/2025

  They messaged me and offered a ** refund! The order was over ***. This is ridiculous, unprofessional and a huge scam. 

  Business Response

  Date: 05/18/2025

  Hi,

  We sincerely apologize for the frustration and inconvenience the customer experienced with this order.

  Occasionally, unexpected delays may occur in the shipping process due to factors outside of our control, and we are truly sorry that the package did not arrive in time for Mother’s Day. We understand how disappointing this must have been.

  As of now, we have confirmed that the package has been successfully delivered. To express our regret for the delay, we have offered the customer a *** gift card as a gesture of goodwill.

  If the customer no longer needs the item or is unsatisfied with it, we are more than happy to assist with a return and full refund. Our team is available to provide step-by-step return instructions upon request.

  We appreciate the customer's feedback and remain committed to improving both our shipping processes and communication.

  Thank you.

• Initial Complaint

  Date:05/11/2025

  Type:Customer Service 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 this transaction on 04/06/2025, for the amount of ********
  The order took a little over 2 weeks to be delivered and the items were not what I expected. I contacted them to start a return process and have not been able to do so for over a week now. Their website says you can return at any time, but there’s no option to start a return/refund process except for sending them an email asking for it. I did just that, just they never give me instructions on how to proceed with a return/refund and just keep answering with options for exchanging for other items or a gift card. I’ve explained several times I want a refund and they won’t give me any information to proceed with it. I believe they’re trying to “buy time” so that I’m not able to do it after 30 days.

  Business Response

  Date: 05/12/2025

  Hi,
  
  We sincerely apologize for the delayed responses the customer experienced. Due to a recent surge in inquiries and limited staffing, our response times have been slower than usual. However, we want to reassure the customer that there was absolutely no intention to delay the process in order to avoid a refund.
  
  As stated in our return policy, customers are eligible for a return and refund as long as the initial return request is made within 30 days of delivery. We confirm that the customer’s request falls within this time frame, and we will fully honor the return and refund.
  
  While we do offer alternatives such as exchanges or gift cards to accommodate various customer preferences, a refund is certainly available, and we are processing this request accordingly. We will follow up directly with the customer to provide clear return instructions and ensure the refund is completed promptly.
  
  Thank you.

  Customer Answer

  Date: 05/23/2025

  The business has finally answered with information for me to the return the items.

  I have returned them, but so far, no refund has been issued.

• Initial Complaint

  Date:04/30/2025

  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 ordered a dress April 10th 2025 and I never received the dress. The item is already paid for. I have emailed several times, called as well as left more than 1 vm with no resolution or response to the later emails and vm.

  Business Response

  Date: 05/06/2025

  Hi,
  
  Upon receiving the customer’s inquiry, our support team immediately contacted the shipping carrier to investigate the status of the order. We also responded to the customer via email with updates as soon as we received information from the logistics provider.

  We have confirmed that the package has now been delivered. As a gesture of goodwill, we have offered compensation to the customer for the delay. We remain committed to improving our service and communication, and we appreciate the customer's patience throughout this process.

  Thank you.

  Customer Answer

  Date: 05/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I can longer use the dress. I stated this in the email and vm that I left after I had already emailed and called without a response. Yes, I received a generalized email  from Popilush stating they would look into it but i received nothing after that even with 2 more emails and calling 2 more times as well.  I am asking for a full refund. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  Type:Billing 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 purchased 4 items totaling *******. I also purchased shipping protection. I received an email stating that all four items shipped. The tracking number says all items are in the package. When I received the package only two items were in the bag. The bag is not large enough to fit four items. I contacted customer service and explained the issue. They told me to contact the shipping insurance to file a claim. This wasn’t a shipping issue it was a packing issue on their end. I filed the claim but it will be denied. I told them I wanted a refund for the missing items and I wanted a return label for the two items I did receive. I do not want them. I appreciate any help in getting them to respond.

  Business Response

  Date: 04/03/2025

  Hi,
  We have received the customer's request via email and are continuing to address her needs. Regarding the missing items, the customer purchased ****** insurance, and they are currently reviewing her claim. We are actively following up to expedite the process; however, we are unable to influence the outcome. If **** accepts her claim, they will refund the missing items. If the claim is denied, the customer can contact us again, and we will provide an alternative solution. If the customer is in a hurry, we recommend contacting ****** customer service directly for quicker resolution.
  As for the return request for the received items, we have sent the return label to the customer and are awaiting the return shipment to our warehouse. Once the items arrive, we will process the refund.
  Thank you.

  Customer Answer

  Date: 04/03/2025

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me although I do not agree with them forcing me to use the **** insurance when it was packing error not shipping error. **** did accept the claim however. Thank you for your help. I won’t be purchasing from them again. 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:03/10/2025

  Type:Customer Service 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 purchased three clothing items from this company that offers free returns and exchanges. I have emailed support since January trying to exchange my clothing for a different size. I get pre-written responses thanking me for reaching out.
  and saying that someone will get back to me soon. I get pre written emails asking if my situation has been resolved, and I recently received an email that they're going to close my case soon. All emails received from the company. Are pre written emails that do not apply to me making an exchange. All emails that I write never receive a response for resolution. There is no phone number on the website or in the customer serves emails. I get targeted by the company on social media with their clothing ads and I have begun to respond in the comments with my complaints. A response from the company tells me to contact customer service. I reply with my order number asking for assistance and explaining my situation, and the comment gets deleted, buy the company. The return window is running out and I have no way to exchange my clothing, or get a refund

  Business Response

  Date: 03/11/2025

  1. We didn't receive any emails on January. The first email we received from customer was on Feb 20th. Somestimes, customers emails will be filtered into spam folder if their email address is uncommon. We recommend that customers use email addresses such as Gmail to send emails, which will reduce the chance of being blocked.

  2. We provide free exchange, but customer need to provide exchange details. As in screenshot, we didn't receive any details, so we are not able to process the exchange process. Please send us the details, so we can start the process.

  3.We have Live Chat and Phone Call service and email contact, you can find it on our website, not as said without any phone information.here is the link **************************************

  4.This is special case, so we can extend the return window, don't worry.

   

  Customer Answer

  Date: 03/21/2025

  The company provided an exchange once the *** got involved. Thank goodness for this service to make a company step up. 

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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.

  Ordered three items on Jan the 4th catsuit onesie, top, dress with shapewear
  Received around 1/9 the one piece catsuit I loved. The henley shirt, and dress (purchased to wear as a wedding guest) would need returned
  I was really disappointed, these 2 items that included shapewear, loved the concept, to make you feel secure body wise. The top and especially the gown, even with the size chart, reviews was hard to get on, extremely uncomfortable, not flattering, in fact "featured" drew attention to what I my insecurities were, thighs and tummy
  They made me jump through a million hoops for a simple return, three emails. I just wanted a return label for the dress, and the top in a larger size. The company stalled again then offered me to choose another item just pay a dollar keep the bad item.... ummm no just wanted my size in the henley money back on the pricey dress. I was already making payments on??
  
  I followed steps perfectly, tags on intact returned my items 1/9 heard nothing for weeks until an odd reply asking me if I still wanted a new size in the top?
  I asked about the dress?? They waited even more days only to say they only received back the shirt how did they want me to handle???
  The items were returned together securely, tags in tact, I want my money back. I have now made several payments on a purchase 0f *** where I kept one thing worth like ** I have now replied 3 times and its radio silent
  They clearly had many requests for returns, and had no intentions of honoring the return or exchange. I was scammed, I tried again popilush through ****** returned with my money back no fuss in 10 days
  
  What gives??
  
  awful experience

  Business Response

  Date: 02/26/2025

  Hi,

  We’re so sorry to hear about your frustrating experience with your recent order.

  We truly appreciate your feedback, and we want to sincerely apologize for the delays and confusion you’ve faced in processing your return and exchange. T

  his certainly isn’t the experience we strive to provide.
  
  We understand how important it was for you to receive the correct items, and we apologize for not meeting your expectations.

  To address your concerns, we’ve processed a full refund for the dress that you were unhappy with. Additionally, we’ve gone ahead and reshipped your bodysuit in the correct size.
  
  We also regret the delay in communication and understand how frustrating it must have been for you to wait for responses. Please know that we’re working to improve our processes to ensure this doesn’t happen again.
  
  Again, we’re sorry for the inconvenience, and we appreciate your patience as we worked through these issues.

  If you have any further concerns or need additional assistance, please feel free to reach out. We’re here to help!

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service 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 30 Jan 2025, my order was never processed but there is record of it. I have made numerous attempts to fix the situation. I have contacted their chat option and so-called ******* only says I’ve escalated it and it’s been over a week and nothing has happened. She refuses to provide any other guidance. She refuses to provide any other phone numbers. She refuses to let me talk to a supervisor. She refuses to re-process my order.And she has refused to give me a refund for the **** I’ve spent with their company. I have also emailed the company on numerous occasions and once received an email back but I have received confirmation that they’ve received an email. I have wrote numerous reviews on their website and not one has posted meeting that they delete them. I have called and left messages not one time have they answered or returned a phone call.

  Business Response

  Date: 02/12/2025

  Hi,

  First, We want to sincerely apologize for the frustration and inconvenience you've experienced.

  We completely understand how important this order was for you, and we are truly sorry that we've let you down during such an important time.

  After reviewing your case, we’ve taken immediate action to reprocess and expedite your order.We’ve arranged for your items to be shipped via FedEx two-day delivery to get them to you as quickly as possible.To ensure prompt delivery, your order has been split into two packages.

  We are also still processing the partial refund we previously discussed and will ensure that it’s taken care of as promised.

  Again, we apologize for the delays and the oversight in communication. We hope you’ll give us the chance to make this right.

  If there’s anything else we can assist with or if you have any further concerns, please don’t hesitate to reach out.

  Thank you for your patience and understanding.

  Customer Answer

  Date: 02/19/2025

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