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:01/17/2025

  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.

  I ordered a pair of shoes on December 14, paying $53.48 ($8 shipping). Unfortunately, the size 8 was too small, which seems to be a common issue based on other reviews. I contacted customer service to exchange them for a size 9, clearly stating I didnt want a refund, I wanted an exchange. After sending photos of the shoes, they instructed me to return them at my own expense. I chose the cheapest shipping option, which cost $18.80. Despite this, they refunded me $43.53 instead of exchanging the size as requested. This means I spent $26.80 ($8 + $18.80) for absolutely nothing, and if I want the same shoes again, Id need to pay $53.48 all over. Why not at least offer a gift card to cover the expenses or something to avoid losing a customer? How can a brand have such poor customer service in 2025?

  Business Response

  Date: 01/27/2025

  Hello,

  
  

  I am here to address the claim filed by ********* Below is a timeline of events regarding her order:

  
  

  1. ******** reached out via email requesting to exchange the shoes she ordered because they did not fit.
  2. I asked her to provide pictures of the shoes she wanted to return, which were approved.
  3. Our policy does not include free return labels, so we kindly ask customers to cover the return shipping costs.
  4. Once our warehouse received the returned shoes, I informed ******** and let her know that we do not offer exchanges. However, I proactively issued a refund for the returned item.
  5. ******** expressed disappointment regarding the inability to exchange the item and the costs associated with return shipping, as well as the original $8 shipping fee for her order.
  6. To address her concerns, I issued a refund for the $8 shipping fee.

  That was the last correspondence I had with ******** until this past weekend when she filed this claim.

  
  

  Please let me know if theres anything else I can provide or clarify to assist in resolving this matter.

  
  

  Best regards,

  
  

  Laurel

  LASR

  Customer Service

  Customer Answer

  Date: 01/27/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Carolina Larrahona
  
   
  

• Initial Complaint

  Date:01/22/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a pair of shoes, for my granddaughter ******, from LASR on 11/17/2023, ORDER LASR-*****, for $88.00 ($94,82 with tax), The shoes were delivered, according to LASR, on Sunday, 11/19/2023 to my house in *******************, **. The shoes were a Christmas present for my grand-daughter and I kept them at my house for Christmas. Unfortunately, they were not able to come on Christmas and I wasn't able to give her the shoes until January 16, **** (when she got back from Tennessee). I wrote to LASR on 1/18/24 and told them that the shoes were too small even thou my granddaughter Does wear the size I purchased (size 8). I asked if they could exchange the shoes for the exact same pair in a size larger (size 9). they refused saying they go by Order date and not delivery date and they cant exchange them.Looking on ****** it appears their shoes run small and many other people have complained about it. probably because LASR wouldn't exchange their shoes either. I can see if the shoes were worn or that it was shipped directly to my granddaughter but this was the ONE Christmas gift she wanted and now I have to buy another $80 pair of shoes as its her Christmas gift.My view is that the shoes "run small" I was not notified of that or i would have purchased a larger size. And I am not asking for a refund, only an exchange, these shoes are now on sale and I paid full price, they would make money. Instead, as a first time customer, they treated me so badly.I would hope you can appeal to their better business side and hopefully resolve this issue, as I still want the shoes, just in a bigger size.Thank you for your Help.*********************

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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.

  Off-brand small businesses so beware of buying from them! If you are 100% sure you'll love the item & not need to return it - buy from them. But our experience - shoes were way too small - after a 3-week email exchange, they said no. After hearing a different story with every email exchange as to why the "no" over the 3 weeks - it was still a no. Despite their policy stated on the website and despite my going through the process of sending pics of the item as requested by the owner. We only wanted to exchange size and it was a no. These types of off-brand store experiences sadly keep us buying from the big chain stores.

  Business Response

  Date: 11/17/2023

  Dear Better Business Bureau,

  
  I hope this letter finds you well. I am writing to provide clarity and transparency regarding the return policy at our store, LAStyleRush. We appreciate the opportunity to address any concerns raised by our customers and uphold our commitment to fair business practices. Our store takes great pride in offering quality products and ensuring customer satisfaction. To maintain transparency, we have implemented a return policy that is communicated clearly to our customers from our website, and purchase receipts such as their packing slips.
  

  Our return policy is as follows:

  All items that are marked as on sale are considered final sale and cannot be exchanged or returned. We have implemented this policy to provide customers with the best possible pricing on sale items, allowing us to pass along significant savings. Our customer are able to find this store policy under the "Store Policy" link ( ************************************************* ) shown at the bottom of the website and they are able to contact us through Live Chat support or email if they have any questions before making their purchase. We believe it is essential to communicate this policy clearly and prominently to our customers, as we understand the importance of informed purchasing decisions.
  

  Enclosed please find the last email written to *******************************, also with an attachment of the store policy and product listing as an "On Sale" item, showing her that the item she purchase was a FINAL SALE item. The included packing list also has a FINAL SALE stamped to the paperwork and we have asked her multiple times to show us the paperwork and she mentioned that she threw the paperworks away. We have reason's to believe that she does know about the policy and is just trying to find a way around the store policy.

  If you have any further questions or require additional information, please do not hesitate to contact us directly at ************** or ****************************** We are more than willing to collaborate with the Better Business Bureau to address any concerns and ensure that our customers' expectations are met.
  

  Thank you for your attention to this matter, and we appreciate your ongoing commitment to promoting fair business practices.

   

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

  Manager

  LAStyleRush.com

   

• Initial Complaint

  Date:12/09/2022

  Type:Delivery 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 from LAstylerush.com in February of 2022 and pre-ordered both a backpack and matching wallet. Several months later, I received the backpack and on 10/13/22 received an email that the wallet had been delivered. I never received the delivery however, and on 11/4/22 I called the company to inquire. I received an email over a week later telling me to contact route protection. Route protection told me I was outside of the allotted time period and to contact the company I ordered from. We went back and forth in several emails which resulted in them telling me I was now outside of their allotted time period as well and they were not responsible for refunding my money or replacing my undelivered item. I am seeking a full refund of $53.75.

  Business Response

  Date: 12/09/2022

  We have contacted USPS and they have confirmed that this package was delivered to the address provided at the time of checkout on October 13th, 2022. Delivery confirmation can be checked using USPS tracking number 42******************1596853573 as well as in the attachment provided. Per our company policy once a package has shipped LA Style Rush is not responsible for packages that are lost, stolen, or that have been tampered with during transit.