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:02/21/2023

  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.

  On October 28, *********************************************** an order ***** for $189.73 and on December 19, 2022 she placed another order ***** for $206.64. Both orders came not as expected. Inna Contacted LLANE and per ******************************* was told to ship items back for full refund. Refund never came and on February 2, 2023 ***** replied that both orders was refunded, Which never came thru. and on Feb 12, ***** replied saying different story, 1/31/23 refunded $100.74 and 2/2/23 refunded $54.75 and $206.64 she never refunded, and she sees that I file a bank dispute? total of $362.13 should be refunded, which never came thru. We asking Alone **********/LLANE to refund our $362.13 asap

  Business Response

  Date: 02/22/2023

  Dear BBB Representative,
  
  I am writing to express my concern about a recent complaint that was filed against our company. We take all customer feedback seriously and would like to address the issue as promptly and professionally as possible.
  We understand that our customer had a negative experience, and we regret that we were unable to meet their expectations. We have taken steps to address the issue and have reached out to the customer to try and resolve their concerns.
  We would like to assure the BBB and our customers that we strive to provide the highest level of customer service and satisfaction. We are committed to resolving any issues that arise and improving our operations to prevent similar incidents in the future.
  Please let us know if there is any additional information or documentation that we can provide to support our efforts to resolve this matter. We appreciate your attention to this issue and look forward to a resolution.
  Thank you for your time and consideration.
  
  Thank you 
  
  We acknowledge that you returned two dresses from your October 28th, 2022 order, which were refunded in two separate payments. One refund payment of $100.74 was processed on January 31st, 2023, and another refund payment of $54.75 was processed on February 2nd, 2023. The refunds were issued to the card, which was used to make the original purchase.
  Please note that it may take 2-7 business days for the refunds to be processed and reflected on your account. If you have any further questions or concerns regarding your refund, we recommend that you contact your bank directly for further assistance.
  

  
  

  Regarding your orders, we would like to provide you with some additional information.

   

  On December 2nd, 2022, we received an order from you for $154.69. We understand that you have filed a dispute with your bank, and we recommend that you contact your bank directly if you have any questions regarding this matter. Please note that it may take up to 90 days to resolve a dispute; however, we have not received the garment back within the 30 days, and therefore, we cannot process a refund. Our company policy is that we require the garment to be returned before we can issue a refund.

  On December 19th, 2022, we received an order from you for $206.64. We did receive two dresses back from this order as a return, and we have accepted your dispute for a refund of the full amount, even though only half of the order was returned. Please note that it may take up to 90 days to resolve a dispute, and we recommend that you contact your bank directly if you have any questions.

  Please be advised that our company reserves the right to refuse service to anyone who does not agree to our terms and conditions or share the same values. Moving forward we We appreciate your understanding and cooperation in this matter.

  Best regards,

  Alona 

   

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

  Founder & CEO

  LLane Inc. 

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

  Follow on Instagram! @shopllane

   

  Customer Answer

  Date: 02/22/2023

  
  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.

  there was some miscommunications, since there was 2 orders, one paid with **** and 2nd paid with master card.    when asked seller where is the refund.   Llane replied both was refunded to Credit Card.

  yesterday I find out that one refund went to  master card,    

  
  

  this was some miscommunications between 2 parties, which was resolved yesterday
  

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