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:07/24/2025

  Type:Service or Repair 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.

  Transaction made on 7/11 for $69.40 and claim started on 7/15 after not receiving my merchandise. This was my first time purchasing with this company with good faith and the experience has been absolutely horrible! Not only did I not receive my package, but they lied and stated it was signed for but cannot show where I signed for a package or my signature nor do they have a delivery photo! When clicking the tracking number which says is through ******* apparently an ****** affiliated company, no information pops upstating the tracking number is not found. I was in communication with ******************************* first and was redirected to ********************************* in which I was requested to submit certain information which I did swiftly in compliance! However, after sending that information no help was offered and communication was cut off! This is very unprofessional and SCAMMY! I purchased Package Protection which they easily offer on their site with my order AND STILL THEY ARE STALLING AND NOT PROVIDING ME WITH A REFUND FOR MY ORDER as if that is okay! Ive reached out multiple times it has now been 5 days! They were quick to take my money, but no longer able to provide an update? I paid for insurance package protection yet there is no protection for my package? This is why Im reporting them to the BBB! They take consumer money lightly, but fail to remember that consumer funds are what keep businesses running! Sad and ******** for a large company like this, it would be a TAD bit more understandable if they were a small business but this is sad.

• Initial Complaint

  Date:01/08/2024

  Type:Product 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.

  The business has not refunded me the amount of $53.99 for a pair of boots that were returned because my size was not available. I have contacted the business three times, both via phone and email, but they have failed to provide a refund. Initially, they stated that they could only offer store credit, so they sent other items as a replacement. However, they did not include the promised store credit. Now, I no longer want store credit and instead request a full refund. I have no intention of purchasing anything from an unprofessional company that withholds customers' money. Please assist me in getting back a full refund for $53.99 as those pair of boots where returned to them and they never provided with the credit . Thank you .

• Initial Complaint

  Date:12/08/2023

  Type:Product 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 ordered an item from miss Lola. Order#ML2068668. The item arrived and was too small. I returned the item and had to pay an additional $18 to ship them back. I also reordered the boots in a bigger size.under the impression I would receive a refund in the original form of payment. I havent received a refund from or any correspondence from the above company. Until I called 12/7/23 at 530pm When I called I was informed I would not receive a refund in my original form of payment, I can only receive store credit, due to my item not being defective Iam now out of over a *********************************************** $45. I have no use for the store credit. I feel I should be able to my refund since I repurchased the boots in another size, I wasnt aware of any exchange policy. I would like to receive a refund in my original from of payment. This is a big company Im sure they will not miss $45 but as a single mother I will. Especially with the holidays approaching. I would greatly appreciate a refund thank you!

• Initial Complaint

  Date:10/30/2023

  Type:Customer Service 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 am disappointed in the quality of customer service ********************** provided. They seem to not care about their customers, though I've been a client for a while this is the first time I've dealt with a faulty item. This time I had ordered a hat from their site which resulted defective, I explained to them I'll be out of town as I was requesting a refund to my purchase while I returned the item before the month passes. Somehow they provided me a label indicating I ONLY had 7 DAYS to return the item to be eligible for a full refund. I didn't even end up returning the item because they are now refusing to give me my refund and have said they will only provide store credit as if I'm interested in purchasing from them after experiencing incompetent customer service. Not to mention I got directed to a supervisor and she instead of taking their time to solve my issue, she was too busy making smart remarks proving why they are right and I am wrong. I highly recommend not to buy from this site. It's too bad they have lots of cute clothing yet their service is trash.

• Initial Complaint

  Date:04/24/2023

  Type:Product 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.

  Before placing my order on the website, I checked their return policy in which they begin by saying "WE ARE HAPPY TO PROVIDE REFUNDS OF ELIGIBLE SHOES, CLOTHING AND/OR ACCESSORIES ("ITEM(S)) FOR STORE CREDIT IN THE AMOUNT OF THE ORIGINAL SALE PRICE, MINUS ANY SHIPPING EXPENSE, WITHIN 45 DAYS OF DELIVERY DATE"As far as I can recall in my 35+ years of shopping a REFUND is a refund of the PAYMENT. So i was satisfied with their return [policy and proceeded to purchase items of which I know I could keep one due to hoe expensive they were.Not only do they not offer to help you purchase a return slip (as most decent companied do) they require you to pay for the return shipping.When I was contacted by their team after requesting the refund, I was told in which form did I want the refund credit or exchange. I was absolutely baffled as as refund IS NOT A CREDIT. his is when they lead me to re-read their return policy, when I did only then did i notice that AFTER USING THE **** REFUND. They reword the exchange to b enotes in the form of a credit. this is grossly unethical, misleading and disgusting. THEY SHOULD NOT BE ALLOWED TO USE THE **** REFUND, it's clearly a tactic and I am in disbelief that theyre allowed to do this.

• Initial Complaint

  Date:01/26/2023

  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.

  On December 3 & 9, 2022 I purchased a few items from Miss Lola. I used a code found on the website in bold letters both times. When I went to checkout, the code and the discounted price was already present in the cart and I received my items for a discounted price. When I checked out, no final sale notification popped up letting me know if I used the code the items cannot be returned. Additionally, on my attached receipts nothing indicates that the items are final sale and cannot be refunded. The items shipped and four of the items from order ML-******* did not fit and all the items from order #ML-1832971 did not fit. I contacted customer support to figure out how to return the items. **************** informed me I cannot return the items because they are final sale. Our communication is attached. I informed them it was not displayed at check out or on my receipt and they misrepresented the sale code and price. They refused to give me back my money. I put in a dispute with Affirm and they sided with Miss Lola. On January 19, 2023, I returned the items that didn't work out. On January 26, 2023, Miss Lola said they can't accept my return and I have seven days to get my items. I reminded them of the *** and they should refund me my money since they are in possession of the items. I have attached the return labels and the email communications. Miss Lola misrepresented a sale coupon, refuse to give me my money, and are now threatening to dispose of the items I returned if I do not pay to have the items back in my possession when I don't want the items. I told them to have their lawyer contact me. I dispute my claims with Affirm because I shouldn't have to pay for items Miss Lola has in their possession and misrepresented a coupon code for. My receipt doesn't indicate the items are final sale and they must always represent that. This is fraud and against the law. Article 2 under the *** rules and they are in possession of their goods and I want my money back and a credit.

  Business Response

  Date: 02/17/2023

  Please view the attached email communication, along with images of the product that was received. 

• Initial Complaint

  Date:12/22/2022

  Type:Product 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.

  On November 28, I purchased 4 items from MissLola. Upon receiving them, three of the items couldn't fit so I packed them in a box at the***** store and returned them. Everything was captured on video camera. On December 17th, I received an email from MissLola saying that a bralette that was supposed to be included with a pants wasn't in the package. Now I have everything on camera. I wrapped the bralette in the pants and placed it in the package. I responded to the email that they sent, telling them to check carefully because I did return it with the other items. They haven't responded to me or refund me for the other pieces that were returned. After doing research about the company I've learned that this is something that they always do to their customers in order to not do refunds. They lie and say that they didn't receive items or the customer used a discount code so they cannot do a refund. Please help with this situation. I did return everything but because they don't want to give me back my money they are saying I didn't return it. And it doesn't make sense why I would not return a bralette but return the pants if both of them couldn't fit. The order number is***********
  

• Initial Complaint

  Date:11/22/2022

  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.

  On November 4th I placed an order for two items,"Nathaline" dress in Black and "Meterial Girl" shoes in green. The total of the order was $128.99 which included a discount of $79.99 as well as a charge for tax for $9. I received this order on November 13th. When I opened up the package I looked at the dress and immediately knew that it would be too small on me, so I did not even try it on, and decided I was going to return it. I liked the shoes so I kept those. I neatly placed the dress in a bubble wrapped envelope (the dress still had its tag attached) and included a return sheet with the order number and the reason of the return. I took the package to the post office, paid $20 and it was shipped back to miss lola. Yesterday I received a email from Miss Lola saying that they are not able to accept my return without giving me any details. After seeing that email I called their customer service line and they told me that they received the dress with a hole in it. I was so confused and explained to them that the dress was in perfect condition when I shipped it. They were not willing to listen to me I even spoke to a supervisor and they told me that they can review footage from their warehouse and see how the package was opened but I never got a response on that. I called again and asked to see a picture of the dress and after two days they finally sent me the picture. The dress has a diamond shaped hole and I explained to them that whoever opened this package in their warehouse must've tried cutting the package open and as a result cut the dress with it. I have received no response. They are completely ignoring me and continue to accuse me of sending this dress in that condition and refuse to give me my money back. After reading very similar reviews of people having the same issue I really believe that this company is trying to scam their customers. I am seeking for a refund because I know for a fact this is not my fault and I would never return damaged items.

  Business Response

  Date: 12/19/2022

  Customer was contacted via phone the following business day. Emails are answered in date/time order. No email is ignored. Sending a new message in the same message thread gives you a new later *************. Once again the customer indeed was contacted the following business day. An agreement was made for a refund to be processed. We have attached proof of the email, proof of the reimbursement and now proof that the customer filed a chargeback with her bank 10 days after her refund was processed. Unfortunately the customer filed the chargeback for the full amount of her transaction in which is a false statement since the customer only returned one of the items, not both. Customer has also provided this statement here as well, "I liked the shoes so I kept those." Miss Lola also only received the dress.
  Once again customer was already refunded for the item.
  See Attachment/File: www.misslola.com Mail - MISSLOLA.COM ORDER ML- ******* UPDATE

• Initial Complaint

  Date:11/01/2022

  Type:Product 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.

  On 10/10/222 went online to purchase a pair of sneakers for my daughter on the Miss Lola website. I typed the website name in my search bar in safari on my mobile phone, went to the menu, selected the "shoe" tab, then "sneaker tab" and proceeded to find a pair of shoes. I came across a pair called "Upgrade" and noticed a promo code under the item called "SaveBig" with a discount making the shoes $24.00. I used the promo code and purchased a size 6 for a total of $32.74. When the shoes arrived they were too small and so I ordered a size 7 and then went to UPS on 10/17/22 and payed to have the size 6 shipped back...then awaited my refund. After a few days I noticed I had not received a refund and reached out to customer service on 10/27/22. I was then told that the 'SaveBig" promo was final sale and that I would not be receiving a refund and would have to pay to have the size 6 shipped back. Nowhere on the website did it say final sale. Not on the actual item, not at check out, not once the promo code was used! I expressed this concern with customer service and they replied with a screen shot of the promo code final sale information in the "returns and exchanges" column on there website and the "sale" section of their website. This is VERY deceiving as I had no reason to go to the "returns and exchanges" section as I am a frequent shopper, and did not choose to go to the "sale" section of their website when I was originally shopping. Otherwise how would anybody know an item is final sale if it is not displayed on the actual item or at time of check out!? Im sure many have been scammed by that promo code thinking it was a discount when in realty it's also final sale.