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Business Profile

Online Retailer

Soulmate Customs Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:12/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had an extremely disappointing experience with this company. On 12/17/24 I ordered a custom hoodie and paid an extra $15 for expedited processing and 18 for a package that was supposed to allow me to review the design and request revisions for a total of $118. When I received the initial design, one of the photos I selected didnt translate well to the sweatshirt. I sent them another photo and asked for a revision, only to be told it would cost an additional $20 to make the change.This additional charge was never disclosed upfront, and it felt very dishonest. When I requested a refund instead, I was told I could only receive a partial refund because they had already created a design. This is another example of their lack of transparency and fairness.The companys pricing and policies feel misleading, and they seem intent on squeezing more money out of their customers with hidden fees. Even after I informed them that I would dispute the charge unless they resolved the issue, they refused to complete my order or provide a full refund.I would not recommend this company to anyone. Their lack of transparency and poor customer service make them feel untrustworthy.

  • Initial Complaint

    Date:06/26/2024

    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.
    April 26, 2024 I paid $106.96 for a custom pair of boxers for my partner as a Fathers Day gift. Unbeknownst to me, I gave them the wrong address. I contacted them, and had to pay a $20 extra for a new shipping label. The current date is June 25 2024 and I havent received the package. *** reached out to them and have basically hear nothing in regards of my package.

    Business Response

    Date: 07/19/2024

    Hello, I'm sad to see someone submit a complaint to the BBB as our priority is to always keep our customers satisfied. This customer had paid for her return label invoice but did not send us a screenshot of the payment that was made/ let us know that the payment was complete so our team did not proceed with re-shipping the package. This was until June 7 where the customer reached out through our email to ask where her package was in which our team responded that she should be getting a tracking number as soon as it ships. A few weeks after, customer reaches out to ask for her tracking number which we then sent. This customers order has now been delivered to the customer since July 17. The customer is in ****** so the package took time to get to her. Our priority is seeing our customers happy with their quick, easy and special experience with us. I have made sure to personally reach out to this customer to apologize for the accidental miscommunication and delay on getting her order delivered to her. We will always make sure our customers are happy and satisfied with ordering from our business. 

Soulmate Customs Inc is NOT a BBB Accredited Business.

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