Complaints

This profile includes complaints for Birdy Grey's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Birdy Grey

  210 E Olympic Blvd Ste 300B Los Angeles, CA 90015-1761

• 

  Birdy Grey

  1055 W 7th St Fl 33 Los Angeles, CA 90017-2577

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:08/07/2024

  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.

  I returned a dress and never received a refund. I have attempted to contact them many times no one responds, messages back. Just a random text from an unknown associate who basically didn't any any questions or offer assistance. I just want to be refunded and its noone in customer service to help because it's all automated. Kinda sketchy when running a business.

  Business Response

  Date: 08/07/2024

  Hi *****, 
  
  My name is ******* and I am a member of the Customer Experience leadership team. Thank you so much for reaching out and notifying us that you had not received your money. After reviewing this further we are showing your return was refunded back to the eGift Card that was used to place the order with. 
  
  In cases such as these, we just need to disable the eGift Card and then issue a refund to the original payment method for your previous order, which I am showing ***** from our returns team was able to take care of this earlier today. For reference, the refund amount is $94.64 and will be going back to the Klarna account within 10 business days or less.
  
  Please reply here or to that ticket directly if you have any further questions about your refund status. We are happy to help!
  
  All the best, 
  -*******

• Initial Complaint

  Date:05/30/2024

  Type:Delivery 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.

  I ordered a bridesmaids dress on 4/20. It was shipped and to be delivered on 5/26 a sunday. I record an email that from the company that a delivery attempt was made which is inaccurate bc I eas home all day. Another attempt was made Tuesday. There has been no notice in my mailbox or my door about my package. I am unable to get awhile of the company Or delivery service to find out about my package. Multiple attempts have been made

  Business Response

  Date: 12/04/2024

  Hi ********, 
  
  We apologize for the delay in responding to this complaint, but we just received a notification that it had not been responded to. 
  
  Based on your support ticket history we are showing that refunds have been issued for the order listed within the details you provided, but if you are still needing any assistance please just reply here or email us at ****************************** so that we can assist you further. 
  
  Thank you again for your support of Birdy Grey and for allowing us the opportunity to make things right. 
  
  Best, 

• Initial Complaint

  Date:08/18/2023

  Type:Delivery 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.

  I ordered a bridesmaid dress on 6/25/23, around the time other bridesmaids ordered their dresses (various styles) from Birdy Grey. Over the next few weeks, several bridesmaids received emails that their dress would no longer arrive by the 9/1/23 wedding, so the bride asked that we order a different dress from a competitor who could get dresses to us on time. On 7/18/23, my dress(estimated to arrive by 8/20/23) had still not shipped. My dress was not customized in any way. I reached out to request the order be cancelled to avoid paying shipping to me, shipping to return the item, and the restocking fee (totaling approximately $30) for an item that hadnt shipped yet. I was told they could not cancel my order and that Id have to wait for my item to arrive and then go through the return process. My item has still not shipped as of today, 7/29/23, so this was not a matter of my item being too far in the distribution/shipping process to be cancelled. So, despite giving them AMPLE notice to cancel my order, I have to wait another several weeks to receive my item, ship it right back, and pay the shipping and restocking fees just to get my refund. This policy is illogical and seems to be in place only so the company can collect restocking fees.

  Business Response

  Date: 08/22/2023

  Hi *******, 
  
  Thank you so much for providing your feedback regarding our made-to-order styles and your request to cancel the order. We greatly apologize for this experience. While we were unable to cancel the order as the style had already gone into production, you are definitely eligible for a full refund including the cost of shipping and the restocking fee since you had reached out about it prior to leaving the manufacturing warehouse overseas. 
  
  We understand that not being able to cancel an order that takes 8 weeks to arrive outside of the batching period is definitely inconvenient, and we hope to be able to have a better workflow for this in the future. Moving forward I have issued a refund for the remaining $21.68 balance on your order. You should receive a separate automated email regarding this refund and it should post back to your form of payment within the next **** business days (likely less). 
  
  Please let me know if you have any further questions or feedback to provide and I will be sure to include that information and pass it along to the greater team as well. 
  
  All the best, 
  

• Initial Complaint

  Date:04/18/2023

  Type:Product 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.

  I chose to exchange my bridesmaids dress for a different size. I was given a store credit, however there is no way to see the store credit or use it on the website. I have not be able to get through to their customer service. I emailed them over a week ago with a shipping issue as well and I never got a response. DONT BUY FROM THEM

  Business Response

  Date: 04/18/2023

  Hi *****, 
  
  My name is ******* and I am a member of the leadership team here with Birdy Grey. I understand that you reached out to us regarding your recent order and wanting to submit an exchange. I do apologize for any delay in our initial response as we are currently receiving a very high volume of requests, but after further review I am showing you spoke with a member of the ************* team about this and that since submitting this with the Better Business Bureau you were able to get an exchange set up.
  
  I also see that you were able to receive your eGift Card yesterday, but I am here to assist you with any further questions prior to placing your new order! 
  
  You can reply here or also reach out via call, text or email should you have any other feedback or information to provide. Thank you again for taking the time to provide your feedback and experience!
  
  All the best, 

• Initial Complaint

  Date:02/16/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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 was looking to order a bridesmaid dress from Birdy Grey, a specific dress picked by the bride for all the bridesmaids. I had been checking the website to monitor the quantity and estimated shipping time of the dress until I was able to purchase. I checked the web page on Tuesday, the dress was still there, no out of stock/ low on stock labeling. The next day when I went to purchase, the dress was completely removed from the site, nowhere to be found. Since there was no out of stock, or suggestions to be added to the waitlist (as there are with other dress), I assumed this must be a mistake and contacted customer service. The team began very confused as to what I was referring to. When I stated that I had confirmation that all the other bridesmaids were able to purchase this dress, they had me send the confirmation numbers. With this they were finally able to locate what dress. They explained that production had been halted, but no explanation as to why. They assured me that the dress would be on the site, but with "no estimated time as to when it will really be available!". They then asked me to sign up for the newsletter so I could be updated with "our new styles and colors!". When I said this doesn't feel resolved, they said that the dress was removed from their system and they cannot locate this style. This was a made-to-order dress that was picked by the bride, and no where on the website does it mention the possibility of the dress being pulled from the site with no warning. If this is the way in which they operate, I would appreciate a warning label, or "limited time," simply anything that notifies a customer that this dress is only on the site for a brief time, and when it's removed there's apparently no way for any employee to locate it within their system. Frankly as bridal party vendors, I wish Birdy Grey would be more accountable in the fact that a miscommunication such as this can greatly impact a wedding, an event that claim to care so much about.

• Initial Complaint

  Date:12/12/2022

  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.

  DATE: 11/27/22
  ORDER NUMBER: #XXXXXXX
  ORDER STATUS: fulfilled
  TOTAL: $298.00
  
  I ordered a few items, slippers, jewelry box, and embroidered robes. I specified what embroidery I wanted and they sent 3 out of 4 in the wrong color. I need them all to match and don't trust ordering any more from them. each robe was $32, totaling $128. I would be happy to return all of them, or replace just the one correct one so they all look the same, or replace the three they messed up on.

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/12/19) */
  Hi ***,
  
  My name is ******* and I am member of the leadership team here with Birdy Grey. We really appreciate you taking the time to provide your feedback and experience to us.
  
  After further reviewing your conversation with our Customer Care team and the order that was placed, we believe that somehow the personalization you were working on for ****'s robe was reset prior to being added to the cart. Currently the ********* is the default thread option that it chooses when you click into this portion of the website. I am not sure why it would change only this and not the font type but I will definitely provide your feedback to our Web team as we are always wanting to better optimize this preview section.
  
  Moving forward I have issued a refund for the 2 robes that you have replaced. You will see this posted back within the next 5-10 business days and should also receive an automated email with the same information for your reference.
  
  Please don't hesitate to reach back out to us via email if there is anything that needs to be addressed once those new ***** ************ arrive. I've triple checked that they include the ********** embroidery thread.
  
  Thank you,
  
  
  Consumer Response /* (2000, 7, 2022/12/22) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the help!

• Initial Complaint

  Date:12/09/2022

  Type:Product 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.

  I waited 5+ hours outside in the cold at the *************** location...
  

  Business Response

  Date: 01/06/2023

  Business Response /* (1000, 5, 2022/12/19) */
  Hi *******,
  
  My name is *******, and we spoke this morning regarding your recent ********************** complaint submission.
  
  I had reached out over the phone because we were not showing any orders or previous communication with Birdy Grey. During the phone call we realized this complaint was meant to be submitted about another business and your experience.
  
  I am replying here as requested by the **********************, but no further action is required on your behalf. I sincerely hope you are able to get in touch and provide your feedback regarding this experience to that company and the **********************! Thank you again for taking the time to speak with me.
  
  Best,
  *******

• Initial Complaint

  Date:10/27/2022

  Type:Delivery 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.

  I paid 100 for a dress and ordered on 10/6/22. I kept in daily contact with the company since my order was delayed. They told me to wait until 10/24. It's now 10/26 and I STILL DONT HAVE MY DRESS. I've asked them to overnight it for two weeks and still nothing. I may not even be able to be **************** At least 8 people dropped the ball on my order. Do not order from this company.

  Business Response

  Date: 11/15/2022

  Business Response /* (1000, 5, 2022/11/03) */
  Hello *****,
  
  My name is******** and I am a member of the leadership team here with Birdy Grey. I have reviewed your escalation with *** and I want to apologize again for your experience.
  
  They have provided a return label for the first replacement order you were sent, #*******. We also were showing that the more recent replacement was able to be delivered on Friday.
  
  Please reply here or to that thread if you have any further questions or feedback regarding your styles. If you need any assistance with completing any returns we can also assist with that as well.
  
  Thank you,

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service 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.

  8/23/22 I purchased this dress for a wedding. I also ordered 3 other dresses I did not end up keeping.
  
  I returned the 3 dresses and was charged a total of $30 for restocking fees. The sizing and measurements were completely off and irregular, no standard and poor craftsmanship.
  
  The wedding was in October 1st. Within a couple hours, BEFORE the ceremony and pictures on of the straps broke. Thankfully I was able to catch it and see it with similar color thread. DURING the ceremony the other strap broke. How embarrassing for me and the bride. After the ceremony, before pictures I run off to see what can be done and notice fraying on a grease worn for a couple of hours.
  
  I sent a message immediately to Birdie Grey. They responded apologizing for the dress arriving damaged. Clearly my communication was not read or taken seriously. They refunded $19.99 for restocking fees and shipping which doesn't even cover the $30 that I spent on the other 3 dresses.
  
  They then sent an email stating the person was out of office. As I was out of the email service. I check this morning and an email I received Sunday stated if I don't respond in 2 days there closing the ticket. Not a business day and not acceptable. I had zero access to internet.
  
  I'm requesting the total purchase of the faulty item he refunded in full. $108.99. This has been an embarrassment for me and the bride and honestly very emotionally draining.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/14) */
  Hi********,
  
  My name is ******* and I am a member of the leadership team here with **********. I am sorry that your request was not resolved in a timely manner, and we will be coaching the involved representatives further.
  
  After further review it does appear there was some confusion regarding the style which experienced the strap issue. Thank you for confirming it was order #****** with the Jane Convertible Dress in Spice size 2X that was affected and not your most recent order #******* for the Grace Convertible Dress in Spice size 3X.
  
  Moving forward you do not need to send back the Jane style to us, we have issued a full refund for this order. I also see that you have returned and have a current eGift Card for your first order #******* as well since you had reordered a few options before deciding and I can definitely move forward with disabling the eGift Card and providing a full refund for that amount as well as the additional restocking fee from #******* that was charged.
  
  This will mean 3 separate refunds for $227.98 (two refunds of $108.99 each and the additional $10 restocking) when all is said and done. I have completed the full refund for #****** ($108.99) and the restocking fee on #*******. Please just reply to confirm moving forward with disabling the eGift Card issued for #******* so that we can get that refund of $108.99 issued as well.
  
  You can reply here or to the additional email I will be sending in your existing email thread to reach me directly. I will be out of office for the weekend but will be back on Monday if you would like to speak by phone about any of this further.
  
  Thank you,
  
  
  Consumer Response /* (3000, 7, 2022/10/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I'm still owed 19.99.
  
  
  Business Response /* (4000, 9, 2022/10/21) */
  Hi again********,
  
  Thank you so much for flagging this!
  
  The additional $19.99 from order has been manually refunded again, it appears there was a techinical issue with this when I submitted the refund previously.
  
  Similar to the other refunds, it can take 8-10 business days to post back but this will likely happen much sooner.
  
  Please don't hesitate to reach out with another other questions or feedback.
  
  Thank you,
  *******

• Initial Complaint

  Date:08/27/2022

  Type:Product 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.

  I ordered a dress on their website and after placing the order I tried to cancel it because it would not be suitable for my needs. I read that orders asked to be canceled within an hour would be canceled and not shipped. I contacted them 10 minutes after placing the order and did not receive a response until the next day when they told me it was already processed and would not be able to be canceled. They assured me that once it arrived I could process it for a full refund and not pay the stocking fee since they were unable to cancel it. I have now tried to return the product and have been told unfortunately that it cannot be returned. I am very disgusted with this company and their lack of customer service.

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/01) */
  Hi ******,
  
  My name is ******* and I am a member of the leadership team here with Birdy Grey.
  
  We do greatly appreciate you reaching out and providing feedback regarding your experience and request to cancel your order. We have been working on a better process for handling cancellations outside of business hours since we receive the request in time but are only able to complete it manually.
  
  I do apologize that the incorrect information was provided after you had already been promised to be able to request a return for a full refund for us to complete internally, but I am glad that our representative **** was able to get this clarified and resolved for you.
  
  We will be following up with this person to provide coaching as we always require our agents to follow through on set expectations such as this, especially since you mentioned receiving the incorrect size.
  
  Please let me know if you have any further feedback to provide, you can do so here or through the current email thread with *** who is also a member of the leadership team as well and we will be sure to review this further.
  
  Thank you,
  *******