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Fabulous-Furs

Additional Locations

Phone: (859) 291-3300 Fax: (859) 291-9687 View Additional Phone Numbers 20 W 11th Street, Covington, KY 41011 http://www.fabulousfurs.com View Additional Web Addresses

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Description

This company offers salon, mail order and online sales of faux fur apparel and accessories.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Fabulous-Furs meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Fabulous-Furs include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 4 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

4 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 3
Total Closed Complaints 4

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Fabulous-Furs
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 1
Negative Experience 0
Total Customer Reviews 3

Additional Information

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BBB file opened: December 26, 1989 Business started: 01/01/1989
Type of Entity

Corporation

Business Management
Ms. Donna Salyers, President Ms. Marge Jones
Contact Information
Principal: Ms. Donna Salyers, President
Related Businesses
Fabulous-Furs Donna Salyers' Fabulous-Bridal Boutique
Business Category

Fur Novelties & Accessories Mail Order & Catalog Shopping Internet Shopping

Business Management

Donna Salyers is also identified in BBB files as the President of Fabulous Bridal. A separate report is available upon request.

Industry Tips
Buying by Mail Mail Order and Catalog Shopping

Additional Locations

  • 20 W 11th Street

    Covington, KY 41011 (800) 848-4650 (859) 291-3300

  • 25 W Robbins Street

    Covington, KY 41011

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (800) 848-4650(Phone)
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Complaint Detail(s)

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Wednesday December 11, I made a $400 order for Christmas and paid extra for 3-day select shipping. UPS has the departure scan on the same day, the 11th. Therefore, It should have arrived on Monday the 16th at the latest. It is now the 19th and still no delivery. This was supposed to be a Christmas gift, so I looked up the tracking number. There was a delay in Mesquite, Texas due to weather that ended on the Friday the 13th. However, it didn't leave Mesquite until the 17th which was Tuesday. Even then, it should have arrived by Wednesday on 3-day select. It is now Thursday and NOTHING! So I called the company. When I called the company their Customer service personnel, a woman named Vanessa, was too busy defending their procedures and UPS to ever actually listen to the problem. I asked for a manager because she was being incredibly rude. Jim, the alleged supervisor, wasn't much better. I did, at the very least get to speak, but then his attitude was "Well I was right here and you didn't let Vanessa speak". Which is patently untrue but, even it it HAD been the case, I am the customer and she should have listened before telling me anything. Once I explained the situation, his attitude was "It was UPS's fault and not our problem or responsibility". Jim's actually said "We gave you the tracking number" as if that alleviated their entire responsibility to me. They CHOOSE to do business exclusively with UPS and saying they'll refund me $10 is just not enough, especially with that attitude. This is the holidays and people are purchasing gift for family and friends. A little concern and consideration of that fact is in order. PLUS, the storm was annotated both on the 12th and the 13th but not on on the 14th, 15th or 16th on the tracking. So what was my package doing on those days? Why wasn't it moving at least on Monday the 16th or, if the storm was still in effect - why was it not annotated? A little courtesy, a bit of concern, perhaps some attempts to actually determine what my issues were and let me get some answers, not to mention some form of notification of the delay BEFORE it was too late so I could have made other plans would have been nice. What Jim should have said (AFTER ACTUALLY LISTENING) was: "I'm terribly sorry that your daughter won't get her gift by Christmas. It was an unfortunate, unavoidable ice storm and we definately need to look into the excess delay in Mesquite. I agree that our customers should be notified by us when such a delay happens, especially during the holidays. I will pass that recommendation on to our shipping department. In the meantime, we will definately refund your entire shipping fees" If it were MY customer, I would have also provided an additional $40 (10% of the order) gift certificate by way of apology. But they were too busy telling me I was 'yelling' (I NEVER raised my voice) and that it wasn't their fault or responsibility to actually do anything vaguely resembling actual customer service.

Desired Settlement: I want (1) a sincere apology for the horrid customer service and the rude and false accusation that I was ever yelling (2) an acknowledgement that even with the storm, my order should have been delivered no later than Wednesday (which would still have been early enough to get it shipped by Christmas) (3) an admission that they do owe the customer more service than just a tracking number. Until that product is in the customer's hands, the item is THEIR responsibility. (4) I want my shipping fees back

Business Response:

Ms. ****'s order was delayed in shipping due to weather and then the weather caused a back log of packages with UPS thus adding additional days to an already late delivery.  Although we do not have control over UPS that doesn't mean there wasn't more we could do to assist Ms. **** with her order.  The holiday season always seems to escalate the stress in these types of situations and our customer service representatives should have been able to defuse the situation instead of escalate it.

I have listened to the call and we have had additional training with all of or customer service represantatives on how to handle situations like this in the future.  I am truly sorry for the frustration this situation has caused and how Ms. **** was treated by our representatives.   We have credited Ms. **** her shipping expense along with an additional 25% off her order.

We are also working with our UPS Preferred Customer Service Department on a method to notify us of delays so that we can be proactive and not reactive in communications with our customers in shipping delays like this.

I have been in contact with Ms. **** and have attached our email chain.  I believe we have come to a satisfactory conclusion to this issue.

If any further information is needed please feel free to contact me.

Thank you,

****** *****

Director of Operations

 

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.    

 
This was resolved with Ms. ***** who responded to my complaint to the company and offered to direct ship my daughter's gifts to her and allow me to return the ones that were delivered here.  That was a wonderful response to the situation and one that should have been considered by the customer service staff.  As it turned out, the solution was unnecessary as my daughter decided to surprise me and come to town for the holiday.  
 
At any rate, I had intended to withdraw the complaint yesterday but situations beyond my control made it impossible.  At any rate, this is better since I can let the BBB and anyone who looks them up know that, while front-line personnel may or may not be customer service oriented, the movers and shakers at the business care about the customers.
 
I am more than satisfied with Ms. ***** response.  She not only apologized, offered the shipping refund and the generous offer to direct ship to my daughter, but she also refunded me 25% of my order which was more than generous.
 
We may have gotten off to a rocky start, but thanks to Dianne *****, they have a customer for life and I want everyone to know it.  

Regards,

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




BBB's Final Determination: Consumer accepted resolution offered by the business.

10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received this rather expensive faux fur vest ($149.00 plus S&H)in an extremely poorly packaged lightweight bag similar to in which groceries are bagged. It was a large vest in an extremely small bag. The vest which is faux fur was in a ball and had multiple creases. I was very disappointed that quality merchandise would be sent by mail that way. I called to return the vest and was told that they would not pay to have it returned nor would I receive my S&H charges of $5 refunded to me along with the merchandise. Then the salesperson told me how to "work in getting the creases out." I told her that I wasn't interested in "working to get the creases out and asked to speak to her supervisor. Her supervisor was no more helpful and suggested the same thing. I have ordered from this company for years and have never seen or heard of such poor customer service!!!

Desired Settlement: I want my product refunded ($149), my S&H ($5) refunded as well as the shipping cost (which will be determined tomorrow when I send it back - estimated *** cost of $10) for me to return this poorly packaged creased vest. The total refund I am requesting is $154 plus my return S&H or they could send me a return prepaid label which they refused to do.

Business Response:

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

I sincerely apologize for the difficulty that you had when dealing with an agent at Fabulous Furs.

We have e-mailed a pre-paid return label to you. Please print the label and attach it to the outside of the package. The package can then be dropped at any location that accepts *** packages. We have also entered notes in our system to let the returns department know that they are to give a full refund including the shipping fee.

I hope that this is a satisfactory resolution to this problem.

If you have additional concerns, please feel free to contact me directly.

 

***** ****

Customer Service Manager

Fabulous-Furs

859-982-0033

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

Consumer Response: [I will respond when I have received the $154 credited to my Master Card).  Thanks.                                   

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 as long as I receive $154 credited to my Master Card from this merchandise.

Regards,

****** *****




BBB's Final Determination: Consumer accepted resolution offered by the business.

3/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The purchased item was a Christmas gift too small. I was unable to return the product within the 30 day return period becuase the give was purchased 11/26/2012 as a christmas gift for 12/25/2012.I purchased 3 items totaling almost $500 and am seeking a refund of only 1 item.I was not made aware that the gift was to small until some time later.I was called to see if an exchange was possible which it was not due to the product being "discontinued and out of stock". I was offered a gift certificate, but saw nothing else of interest. So a gift certificate would be of no use to me.The company refused to refund my money/credit my charge carde.

Desired Settlement: I would simply like a full refund if the company is unable to provide the purchased item in a larger size.

Consumer Response: The item was ordered online from a catalog that I received at my home.  The address on the packing slip is:


Fabulous Furs
25 West Robbins Street
Covington, KY 41011

The customer service phone number is:

###-###-####

Business Response:

 

I have just called and left a message on Ms. ****** voice mail to let her know that we will accept the coat back for a refund. While I was typing
this e-mail, Ms. ****** gave me a call back and I let her know directly that we would take the coat back for a refund.
She stated that she will be putting the coat in the mail back to us this week.
I have also e-mailed our returns manager to let her know that this coat has been approved for a refund.

 

***** ****

Customer Service Manager

Fabulous-Furs

###-###-####

###-###-####

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

 

Consumer Response:

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. 

Regards,

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

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company participates in the slaughter, murder of defenseless animals to steal their fur and sell it. I have asked them in writing to not send me their disgusting propaganda. I explained I did not give them any information to forward me such autrocious material yet they continue to forward such material. This material is harmful to the health of those sentient beings the murder and it is emotionally disturbing for me to have to see such dispicable documentation. Murder is against the morals and ethics I live by and the majority of those I am around. I don't participate in slaughtering any animals. Therefore, those who do and then attempt to flaunt their acts on me is harrassment!

Desired Settlement: I will again ask them to stop murdering defenseless beings, it is not appropriate behavior. Just like Humans need coats to live so do animals. If they continue to harrass me with their disgusting material I will like to press criminal harrassment charges against them.

Consumer Response:

I find it interesting that they are claiming to produce ONLY Faux fur, yet after I reviewed it, there are only a few items within the catalog that note being faux fur! Thanks for letting me know their response and I will add **** to this correspondence as well so they can view the catalog their self before promoting a company on the premise all of their items are faux fur.  And I expect to NO LONGER receive any catalogs from them!


Better Business Bureau:I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

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

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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