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Business Profile

Online Retailer

House of Skye

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:06/13/2024

    Type:Delivery 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.
    The vendor shipped the item via ***** however I didnt received the item. The person that signed for the delivery items is not known to the delivery address. I contacted ***** because the vendor is refusing to assist, ***** said that the tracking number I was given does not have the delivery address I give and said that they could not give me further details that the shipper needs to contact them. The shipper refuses to assist and stopped answering me. Meanwhile my credit card was charged on 25/05/24 for an item that I did not received and I find it interesting that the customer service is poor or is it a scam. I hope BBB can assist me. Should you require additional information please do not hesitate to contact me. I have attached communication between myself and the vendor.

    Business Response

    Date: 06/13/2024

    House of Skye

    Hello, We received a complaint from ***************************** and would like to clarify some of the complaints. 

    on May 28th, we received a message from Ms.Thompsonabout her order placed, 3 days prior, which i responded, it was a holiday weekend and would ship the order out first thing on the 28th, and we did. Our website sends out shipment notifications once an order has been fulfilled, however, ******************* did not have an email provided when her order was placed, therefore, no confirmation email was able to be sent. Our website then sent an SMS confirmation the same day that her order was shipped and included a tracking number.

    ******************** then sent us a follow up email claiming she had no confirmation still so we provided her with a screenshot of our website backend confirmation that we did try and notify her. I then emailed her the related tracking information as well.

    Then a week later on June 8th, she messaged back to say she did not have the order, so we asked her if she had an updated address to see if perhaps the address on our order form matched where we had sent it to and if it matched where she was wanting the order to be shipped. She did not provide a new address, just a screenshot of our website with the same address stating it had been delivered and that she had the tracking info and other information needed for her order.

     

    She then went onto inform us that ***** informed her that someone had signed for the package, even though we do not add signatures to be required on our shipments. Then ******************* told us that ***** did not have a record of her the tracking info we gave her.

    She then wanted us to send her another bra, without having given us an updated address. So being as we did everything on our end appropriately, we could not in good faith send her a replacement bra that had a good chance of being lost as well, and the added fact that her profile comes up as high fraud and recommended that we cancel her order, we did not send a replacement. That being said we would be happy to refund her order now simply to end this debacle, but we will not be sending a replacement until a new verified address and order can be placed. 

    As for our use of *****, ******************* did not pay for any special shipping so we ship in our preferred standard method of ground.

    If you have any further questions, please feel free to let me know.

     

     

    Customer Answer

    Date: 06/13/2024

     
    Complaint: 21828080

    I am rejecting this response because: in my communication with her NEVER asked her to send me another bra. I asked her for proof of the airway bill since ***** said the address I provided did not match.  Anyway I am happy to receive a refund.


    Sincerely,

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

House of Skye is NOT a BBB Accredited Business.

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