ComplaintsforAzazie

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a bridesmaid dress through Azazie that came made incorrectly. You were unable to tell just how incorrectly until the seamstress looked at it. When you walk in the dress, the zipper inverts and makes it look like it is stuck in your rear end. I emailed for a refund, they would only give $35 which doesn't cover the dress cost at all and told me my new dresses I ordered to replace this one had been shipped but they've been sitting in pre-shipment for 4+ days. Azazie will not return my emails and I think they need to provide a better resolution for this issue. The error is on the company side and we should not be out over $300 because of THEIR error.

  

  Business response

  08/23/2024

  Hello Kyla, 

  In looking at your ticket details it appears there was a delay in communication as the Supervisor you were working with was out of the office. If she has not already she will be replying today regarding your refund. 

  Thank you, 
  Azazie Management

  Customer response

  08/27/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dress through Azazie using Klarna. My order was taken and payment was withheld/withdrawn and ****** says my order is processing. It has been 1 week and the with held amount disappeared from my bank but my money reflects it was taken out still. I contacted Azazie, they have no order. ****** says it cant do anything until Azazie cancels the order but they dont see an order. I just want to know where my missing funds are.

  

  Business response

  08/15/2024

  Hello Shae,

  Based on your interaction with the **************** team today, ticket #****** it would appear all has been cleared up as your email was initially entered incorrectly at the time of your order.  If anything further is needed please continue to work with the *************** team. 

  Thank you, 

   Azazie Management

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered inexpensive fabric swatches from Azazie on July 26, 2024. A $99 dress was also added to my shopping cart and ordered, but I did not look at any dresses or purposely add it to the cart and order it. My ****** account was charged for it without my knowledge and shipped to me. I explained that this was not intentional, and Azazie is refusing to refund my money for their mistake, and allow me to return the dress. Please assist in resolving this issue

  

  Business response

  08/13/2024

  Hello *****,

  Thank you for reaching out and sharing your concerns. I have thoroughly reviewed your case and would like to provide some clarity.

  
  During our checkout process, several steps ensure that customers are fully aware of their order details. Here are the key points relevant to your situation:
  
  System Checks: Our system indicates that the swatches and the dress were added to your cart on separate occasions but merged with the new items upon checkout and confirmed by you through multiple steps as outlined below.
  Custom Orders Non-Returnable: When placing an order for a custom-sized dress, our system requires multiple confirmations from the customer. This includes agreeing to our policy that custom orders are non-returnable. These confirmations are designed to prevent any accidental orders.
  Order Confirmation Steps: Before finalizing a purchase, customers must confirm the items in their cart and the total amount to be paid. Additionally, the order details, including the dress, would have been displayed during the checkout process, in the ****** payment confirmation, and in the order confirmation email sent to you.
  Customer Review Opportunity: There were multiple opportunities for you to review your order before completing the purchase. The detailed breakdown of the items, including the custom dress, would have been visible.

  
  Given these factors, it is evident that our system functioned correctly and provided ample opportunity for you to review and confirm your order before payment. Unfortunately, as per our policy, we cannot accept returns for custom-sized dresses.

  We understand this might not be the resolution you were hoping for. In an effort to help you in this case what we can do is make an exception to provide you with a $50 refund on the dress to help as the dress cannot be resold since it was custom sizing.Thank you for your understanding. Someone from our **************** team will be reaching out to you regarding this refund. 

  Thank you for your understanding. 

  Azazie Management. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On june 13 2024 I bought my wedding gown and three bridesmaid dresses from the Azazie website. I had my sisters made with their custom sizing optionI recieved the dress and my sister put it on and its huge. We remeasured her and made sure the measurements we provided were correct. Which they are. Then we measured the dress and the measurements are not correct for the dress. I have contacted them and they got me to provide pictures of her in the dress and measurements. Once I sent the pictures they have now stopped any and all contact. They told me they would pay maximum 70$ for alterations but it would be way more than that. When I measured the dress and put the measurements next to the sizing it chart, it seems they have just sent me there size 14 and slapped a custom size sticker on the tag. I entered the total amount paid for the order. The dress itself was $139.00 plus tax (Canadian)

  

  Business response

  08/05/2024

  Hello *******,

  Someone from our cusomer service team has reached out to you.  You can work with the directly to resolve the matter. 

  Azazie Management

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I created an account with ********************** to buy a bridesmaid dress for my friends wedding. After purchasing the dress on July 9th it was unexpectedly cancelled, money returned on July 12th. July 13th I was told the reason was because I missed in the shipping policy that the company does not a deliver to third party couriers. This is understandable. I responded July **************************************************************************************************** our building, other than ***** *** had *** leave packages outside, all of which were stolen. I asked if my work address was acceptable and provided the information. On July 16 I sent a follow up email asking three questions; if the work address was acceptable, if I sent it to my apartment and the package stolen if the company will resend the dress at no extra cost, and if it was possible to have it shipped to a store for pick up (like *** storefront where pick up requires ID). On July 17th I responded a third time requesting if they would not respond to my email then could they reactivate my account so I may reorder the dress on my own to a secure address. July 21st, I have tried to open an account under my husbands email and with my name and phone number and his email/account was closed due to unusual activity or similar verbiage. When I asked the online chat why a new account would be closed the following response was received. If your Azazie account was closed shortly after opening it, it may be due to interactions that were not in line with the company's expectations for respectful communication. Azazie emphasizes the importance of maintaining a courteous and professional tone with their customer service agents. If the company's guidelines regarding respectful communication are not followed, it can lead to the termination of the conversation and the closure of your account.I was disrespectful asking questions to move a process along. I do find it inappropriate to call a customer a thief.

  

  Business response

  07/23/2024

  Hello ******,

  We are terribly sorry you did not receive a response sooner from our **************** team. After looking into your email communications, there was a rare technical error on our part that resulted in your message being sent to Spam.  We apologize for the frustration this caused. Please keep your eye out for an email from us for expediting a new order to you.

  Thank you,

  Azazie Management

  Customer response

  07/26/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Orders placed between 3/14/24 6/7/24 Orders totaling $85.03 Azazie offers a discount (3 for $20 instead of the $10 single charge price) when bundling try-on dresses. See attached files for details.My issue is that none of the dresses I wanted to try on were available at the same time that would allow me to take advantage of the promotion. For each dress I signed up for the in-stock alerts and had to order one at a time as they became available. I have since tried on 9 different dresses, 6 of which I had to order and pay for individually when I could have taken advantage of the 3 for $20 discount if Azazie had them in stock OR if they had allowed me to pay in advance and shipped them to me when available. Neither was available to me. Instead I have now spent $85.03 to try on dresses with nothing tangible to show for it.Now that I am ready to purchase a dress from the company I am asking that they issue me a $20 credit that I can put toward the purchase. The $20 equates to the money I would have saved if the try-on dresses had been available for me to order as part of the 3 for $20 program.Upon contacting Azazie customer service via chatbot (transcript attached) they refused to issue a credit or work with me to resolve the issue in any manner; poor customer service in my opinion.

  

  Business response

  07/05/2024

  Hello *****, 

  Not to get into the details as to why a credit was not given as the team has already explained that.  But I did see a CS Supervisor did reach out and offer you a discount on your next order. That was 3 days ago and pending your response. 

  Thank you, 
  Azazie Management. 

  Customer response

  07/05/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company: Azazie, Inc.Date of transaction: May 10th, 2024 Order number: ZZ1716433629 Amount paid to the business: $22.05 Amount being charged for item I have paid for and not received: $78.50 This is the first time ever Im having to file a complaint on Better Business Bureau. Ive order three Try-on dresses and shipment only contained two out of three dresses. Contacted Azazie customer service regarding the item that I paid for and did not receive, and the response I got was they cant assist with this matter as the package was marked as delivered. They would not send me the missing 3rd dress nor give me a refund for the missing 3rd dress. Once I got in contact with a customer service manager, she created prepaid return label for the two dresses Ive received instead of three. She requested to return the two dresses by May 29th,2024. I returned the dresses on May 29th, 2024 and emailed customer service to notify Ive shipped the two dresses back. A week later, June 5th, 2024 I get contacted by customer service manager with a PayPal invoice of $78.50 to pay for the 3rd dress that I never received. As of last email from the customer service manager from June 10th, 2024 if I dont make the PayPal payment of $78.50 by June 11th, 2024 they will send a new invoice for the dresss full retail price $89. Ive never experienced companys customer service sending a PayPal invoice for anything, Also have I never experienced a situation where Im requested to pay for an item I never received which I already paid for.

  

  Business response

  06/24/2024

  Per the customer's request, "No further contact by the business None Provided"

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a dress on 12/25/2023, ZZ4952261502, On 1/10/2024 It shipped from *****. 1/18/24 it had been shipped from within the ** and it was received by me on 1/21. I accept full responsibility that I indeed ordered the dress a size smaller thinking it would motivate me to lose weight. On March 3, 2024 I contacted customer service because I was not losing the weight as quickly as I had hoped and I began to panic. I explained all of this to customer service and told them I love the dress, the quality was amazing etc ( i had previously ordered a sample to try on) it was just going to be too small. I wanted to exchange it but was told they were not doing exchanges at that time. I asked if they would consider making an exception as I wanted the dress but couldn't afford to spend another $523.95. I was told on 3/4/24 (1 day later) that they would indeed make a 1 time exception and would receive a full refund as long as no damage was done. Well, the dress was never even opened, it was as I received it. On 3/27 I reordered the same dress a size larger ZZ0628936045 for $523.95 because my return dress should be arriving soon, they received on 4/17 & would be 2 weeks before i received my receive my refund. I received my replacement on 4/20. After 3 weeks I contacted about my refund. And now am told that they will only give me 50% my refund because it had to be returned by 3/4/24. Mind you again, I only contacted them on 3/3/24, no where did it state it had to be returned within 24 hours. I would have NEVER ordered the 2nd dress had I known ****** was going to do this to me. I now will not have a photographer at my wedding because I trusted that when I was told I would receive a full refund I would and spent that money on the same dress. Very POOR customer service. I had written a raving review about how beautiful the dress was and how exceptional their customer service were with granting me an exception. Very sad and disappointed that I trusted.

  

  Business response

  05/24/2024

  Hello *****, 

  Unfortunately BBB is slow to send such notices.  It appears this was filed almost two weeks ago.  However, I do see you have been working with *****. Unfortunately our Finance team could not refund your original form of payment due to the bank, as a result a check was sent and do see it was received. I am happy to see all has been resolved.  Thank you for your patience and working with *****.

  Wishing you all the best, 

  Azazie Management

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dresses were ordered on January 2, ****. The total amount paid was $246.24 and the Order number is ZZ5730979164.Our bridal party ordered a total of 8 dresses of those 8 only 3 were as they should be. The other 5 were mis stitched, pleating not correct and measurements all wrong. As I stated we used Azazie because my niece had just used you all a few months prior. Fortunately, all went well with them. Im upset because this is my sisters wedding, and we are keeping all this with the dresses away from her. I sent in measurements so my dress should have been according to them. That was not the case, now I have to jump through hoops in order to get an exchange dress. We are not asking for money back because we need a dress. I ordered the try on dresses not knowing if they will arrive in time or not. This whole process of what I thought was convenient and easy has turned into a big hassle. I will be sending this along with a more detailed letter to the Better Business Bureau if my situation is not handled and me and my daughter have dresses for this wedding. It is ridiculous of the quality of some of those dresses.

  

  Business response

  01/23/2024

  Hello Pascha,
  I see this complaint was received on 1/16 but you've since been working with the **************** team in ticket #****** to help as best they could. Happy to see there were a couple of solutions we had available. 

  Have a great day. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bridesmaid dress from Azazie and ended up returning it in good condition, not used tags still on and within the ******************************************************************************************** through that but can do a check. They asked me to confirm my address and I did. I confirmed on October 25th. Still hadnt received the check and asked about it 11/13 which they replied on the 15th saying it will arrive around the 23rd. I emailed again asking for it and they said the 28th it was shipped 11/16 and was shown arrived on 11/21. I called the post office and they said how would they even know that without a tracking number because first class mail doesnt have a tracking number and said something doesnt sound right. My refund wouldve been 89$ when it was 100$ because of restocking fee and I would like my refund. Thank you

  

  Business response

  12/13/2023

  Hello Markie,
  We sincerely apologize for the dissatisfaction as a first time Azazie customer. We recognize the refund process has not been easy and we take accountability for the second refund being sent to the wrong address in ******* instead of ************* via UPS.

  What you can expect from ** will be issuing the full refund amount of $108.95 with expedited shipping to your address that we have on file.

  Thank you in advance,

  Azazie Management 

*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. ↩