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Business Profile

Online Retailer

Popilush

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 25 complaints 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:02/02/2025

    Type:Customer Service 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 purchased 4 items on January 23, 2025 1 black shape wear, 1 long skirt, and 1 shirt shapewar skrt, and 1 mystery box.

    Items came on 1/28/25. I received the black shape wear, the long skirt, and 2 denim shapewear. I tried all items on over a pair of black spandex shorts.

    The long skirt is too long for short petite women, made me look even smaller. The black shape wear was too big and exposed my chest. The denim fit, it's not flattering for women who again are petite and small chested.

    I immediately sent an email the next morning. No response. I tried looking for a number, to No availability. I sent a ******** message and I sent another email, no response until the next morning from the email with a returning label and a response from the ******** message. They state this "Please note that due to the unique nature of the mystery box, we are unable to accept returns or exchanges."

    So I'm not allowed to return their error and I'm charged for it. Also, no where in their policy does it state you can't return mystery boxes or shapewear. They violated their own policy and are forcing me to keep something that they made a mistake on.

    I will like my entire money back and them to have their product back.

    I did print the return label they gave me in my email. I have the tracking for that, but I haven't mailed it yet. **** is scheduled for today 2/1/2025. However, I woke up to a ** message from popilush tell me they're sorry and I can only send back the long skirt and the black shapewear. I told them, I would be reporting them to you, the **** and the ***. I now don't want to mail my package

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

    Business Response

    Date: 02/05/2025

    Hi,

    We apologize for any confusion caused.

    On the Mystery Box page, we mention that it’s a final sale item and not eligible for returns.

    However, since we sent you the wrong product, we’re happy to honor a return.

    It looks like you may not have received our email offering a return, and we’re truly sorry for that.

    We’ve already processed a full refund for your order, and we hope you’ll consider shopping with Popilush again in the future.

    Thanks for your understanding!

    Customer Answer

    Date: 02/06/2025



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



    I have reviewed the response made by the business in reference to complaint ID ********* 

    Your ** business page told me I could only send 2 back and that's what I did. However, I did receive a refund as my credit card company got involved as well. 

    I sent the two products back and the **** tracking is *********************** 

    At this time, I feel it's now settled and we're through. Just a suggestion maybe the left hand should work together with the right hand in your company. 



    Sincerely,



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

  • Initial Complaint

    Date:01/25/2025

    Type:Customer Service 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.
    This company does not offer a phone number for return/exchanges, only that you can email them about your order. They offer ONE reply per day so it takes many many days to have a full conversation, I have been more than frustrated with this process. Now, my orders that I placed, they are shipping me the wrong products and will not reply.

    Business Response

    Date: 02/05/2025

    Hi,

    We’re sorry for the delayed response.

    For quicker support, you can reach us at ************** (Monday-Friday, 9 AM to 5 PM ET).

    Please note, our main support is via email, and while we aim to reply promptly, there may be slight delays.

    Regarding your order, our team has addressed your request as per your instructions, and we hope this resolves your concern.

    Thanks for your patience!

  • Initial Complaint

    Date:11/11/2024

    Type:Customer Service 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 have emailed this company several times for my refund. I called last week & they said they received the merchandise in their warehouse and are not sure why I was not refunded. I was also told a refund would be issued immediately as a priority I called & left a message to no avail.
    I read comments online & other customers are stating this is a common practice. I would greatly appreciate your help.

    Business Response

    Date: 11/12/2024

    Hi,

    Thank you for bringing this to our attention.

    We apologize for any inconvenience caused by the delay.

    We understand your concerns and are working to resolve this promptly.

    Your refund has been processed, and it should reach your account within 3-7 business days.

    Please note that processing times may vary by bank, so if the refund doesn’t appear after this period, we recommend checking with your bank.

    If there's anything more we can assist with, please feel free to contact us.

    Thank you for your patience and understanding.

    The Popilush Team

    Customer Answer

    Date: 11/13/2024



    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:10/25/2024

    Type:Customer Service 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.
    Ordered a dress and never received the product. They are unable to return because they said it was shipped, but the tracking information shows it never made it to ****. They will not return until I receive the dress which I'm expecting to never receive

    Business Response

    Date: 10/28/2024

    Hi ******

    Thank you for reaching out, and we apologize for the frustration this experience has caused.

    Our records show that your order was shipped on October 21, but it appears there has been an unexpected delay with the carrier, which unfortunately affected the tracking updates.

    We understand how this may have impacted your trust in receiving the package.

    To ensure your satisfaction, we have already processed a full refund for your order.

    If you do eventually receive the package, please feel free to keep it as a gesture of goodwill.

    We truly appreciate your patience and understanding in this matter, and if there’s anything further we can assist you with, please don’t hesitate to contact us.

  • Initial Complaint

    Date:10/14/2024

    Type:Customer Service 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.
    I ordered a dress which did not fit. I emailed the company about returning it for a refund. They sent me the return label. I sent the item back. They received the item on 9/16 at 4:29 pm. I have emailed the company 3/4 time asking about my refund. Absolutely no response. I then messaged the company in Facebook and no response.

    Business Response

    Date: 10/28/2024

    Hi **********


    Thank you for bringing this matter to our attention. We apologize for any inconvenience and truly value your feedback.


    Upon reviewing your case, we confirmed that your refund was processed on October 14.

    While we strive to keep all our customers informed, there may have been a delay in communication, and we apologize if this was the case.

    Please note that it can take several business days for the refund to reflect in your account, depending on your bank’s processing time.


    If you still do not see the refund or have further questions, please reach out to us directly.

    We are here to ensure you have a positive experience and appreciate your patience and understanding.

  • Initial Complaint

    Date:08/11/2024

    Type:Customer Service 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.
    I ordered 3 dresses from Popilush and received them. One of the 3 was completely dirty and used. I emailed them to get it refunded and returned but other than receiving a generic email back, no one is replying or responding. The only customer service number given goes straight to a voicemail.

    Business Response

    Date: 08/11/2024

    Hi,
    We're sincerely sorry to hear that the product didn't meet your expectations, and we apologize for any inconvenience this may have caused. 
    Your feedback is invaluable as it helps us improve our quality standards.
    To address this issue promptly, I've initiated a refund for you, and there's no need to return the defective item. Please check your account.
    Your satisfaction is our priority, and we hope this resolution meets your expectations.
    As a token of appreciation for your understanding,  we have also applied a discount for you.
    We'd love the opportunity to serve you better and hope you'll give us another chance.

  • Initial Complaint

    Date:08/05/2024

    Type:Customer Service 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.
    You need to look into their deceptive returns practice. I returned an item (did not fit as described which is not my complaint but I think that might be part of this) and they did not issue me a refund despite using their label. They did not refund me in full (or partial to account for the cost of the postage to return). So I paid in full for an item that I do not have and they received in return.

    Business Response

    Date: 08/06/2024

    Hi.

    Thank you for providing such a detailed review of your experience with us.

    Your feedback is very valuable to us and we promise to help in any way that we can!

    Apologies for the delay in processing your refund. We have issued a refund to your account.

    Please check your account, and we have also applied a discount for you.

    Once again, thank you for taking the time to leave a review and for giving us the chance to explain this!

  • Initial Complaint

    Date:06/24/2024

    Type:Sales and Advertising 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.
    One three different occasions, I have attempted to purchase an item from their website that was advertised as on sale (on 6/13, "Buy One Get One Free", on 6/15 "Buy One Get One 20% Off", and on 6/22 "Buy One Get One Free"). Each time, the sale price was not reflected in my cart despite the website stating no code was needed. Each time, I reached out to customer support to ask how to get the advertised discount to appear in my cart. Each time I was informed that the promotion had ended (despite it still being advertised on the product page). My first choice would be for the company to honor the price advertised on their website. However, if they refuse to do so, they should remove the promotion advertisement from that product's page.

    Business Response

    Date: 06/25/2024

    Hi,

    Thank you so much for your thoughtful feedback.

    We sincerely apologize for any inconvenience this may have caused!   Please know this was not our intention.

    It seems there was a system issue during our website promotion.   Rest assured, we will resolve this for you.

    We've arranged a special buy-one-get-one discount for you.   When you purchase this product (Bluetag Cooling Long Sleeve Shrug), we will refund the corresponding amount.

    If you check your inbox, you should see an email from us here at Popilush. This is just to go into more depth about the issue highlighted in your review and hopefully provide a solution that you’re happy with! 

    Thank you again for taking the time to leave a review and allowing us the opportunity to make things right!

    Customer Answer

    Date: 07/01/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 21891369, and find that this resolution is satisfactory to me.




    Sincerely,



    Leslie Malotky

  • Initial Complaint

    Date:06/14/2024

    Type:Customer Service 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.
    Received my The Shapewear Swimwear Ruched High-Waist Bikini Set top and bottom. Paid $***** for both. Issue is, I need to return my items and no customer service to be found. Their website says to contact their email to request a return label. No phone number but an email for request of return. States in only gives so many days for returns but I can’t get a hold of anyone. I have not heard a word and not received a return label. I would like a return label or a refund of the amount paid.

    Business Response

    Date: 06/18/2024

    Hi.

    Thank you very much for taking the time to leave such honest and detailed feedback about your experience.

    I’m so sorry to hear you’re having trouble returning your order for a return.

    Information regarding our returns policy is detailed across our website and we do try extremely hard to be as clear as possible so our customers are aware of this prior to purchasing!

    I have gone ahead and sent you an email which hopefully provides a suitable solution for you!

    Please reply to this email at your earliest convenience, and let us know if there’s anything else we can do for you!

    Customer Answer

    Date: 06/21/2024



    Complaint: ********



    I am rejecting this response because: I finally got a return label after a long wait for a response. I shipped last week and still have yet to see the refund on my end. 



    Sincerely,



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

    Business Response

    Date: 06/25/2024

    Hi.
    Thank you for providing such a detailed review of your experience with us. Your feedback is very valuable to us and we promise to help in any way that we can!
    Apologies for the delay in processing your refund. We have issued a refund to your account. Please check your account, and we have also applied a discount for you.
    Once again, thank you for taking the time to leave a review and for giving us the chance to explain this!

  • Initial Complaint

    Date:06/09/2024

    Type:Billing 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.
    My order was place on 4/17. I started the return process on 4/26 and sent back the item on 5/13. I have not received communication from Popilush since 4/26, nor have I received any sort of refund.

    Business Response

    Date: 06/18/2024

    Hi.

    Thank you for providing such a detailed review of your experience with us.

    Your feedback is very valuable to us and we promise to help in any way that we can!

    Apologies for the delay in processing your refund. We have issued a refund to your account.

    Once again, thank you for taking the time to leave a review and for giving us the chance to explain this!

    Customer Answer

    Date: 06/21/2024



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



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




    Sincerely,



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

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