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:07/18/2025

  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.

  Placed an order for 2 pieces of mens clothing that never arrived ************* confirmed package lost and to contact Perry Ellis for a refund There is no number to call Chatbots only on their website which says a live agent will contact shortly Chat was open for over an hour and no one answered I sent many messages from their site and only got automated emails with a standard response

  Customer Answer

  Date: 07/18/2025

  Full name 

   

  *********** Katikapalli 

  

  Business Response

  Date: 07/21/2025

  Hello ***********,
  
  Please accept our most sincere and profound apologies for the unacceptable experience you've had with your recent order, WPE1186018. We are truly sorry that your package was lost in transit and, more importantly, for the significant difficulties you faced in trying to reach our customer service team. The unresponsiveness of our chatbots and the lack of a direct contact method are completely unacceptable, and we deeply regret the frustration and inconvenience this has caused you.
  
  We understand that you had to escalate this matter to the Better Business Bureau, and we sincerely apologize for putting you in a position where you felt that was necessary.
  
  We have thoroughly investigated your case and have taken immediate action to resolve it.
  
  Full Refund Processed: We have processed a full refund of $163.74 USD for your Order WPE1186018. These funds should appear on your original form of payment within 3-5 business days.
  
  Lost Package Confirmed: We confirm that your package was indeed lost by the carrier, and we are very sorry that it never reached you.
  
  We are actively reviewing our customer support channels and internal processes to ensure that no other customer experiences such difficulties in the future. Your feedback is invaluable in helping us identify and correct these critical issues.
  
  We truly value your business and are committed to improving our service.

  Customer Answer

  Date: 07/21/2025

   
  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

  Date:06/18/2025

  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 05/09/25 my brother-in-law ordered two items from Callaway Apparel (owned by Perry Ellis) as a gift for ****** *****. The apparel was shipped to ****************. Upon inspection the items did not fit. Numerous attempts by ****** *****, ****** ******* and ***** ***** to contact Callaway/Perry Ellis have been unsuccessful. Neither company is able to find the order, and will not process the return without the order number. Emails and voice mails have not answered or returned.

  

  Business Response

  Date: 06/19/2025

  Business Response:
  Thank you for bringing this matter to our attention.
  We understand the concern regarding the return of items purchased from Callaway Apparel. To clarify, all returns must be processed through our official return channel, which can be found at the following link: *********************************************. This process ensures accurate tracking and proper handling of all return requests.
  Regarding the assertion that customer service was unresponsive, we have verified written communication between ****** ******* and one of our customer service agents. In this communication, Mr. ******* acknowledged receiving assistance and being provided with the necessary steps to proceed with the return. Based on this, the claim that no one was able to reach our support team appears to be inaccurate.
  We remain committed to providing quality service and encourage customers to follow the outlined return process to resolve any outstanding issues. If the order number is unavailable, we are happy to assist further once the purchaser or gift recipient provides any of the following details to help us locate the order: purchasers name, email address, date of purchase, and shipping address.
  Thank you for the opportunity to address this matter.
  ********************************* Team

• Initial Complaint

  Date:05/23/2025

  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.

  On April 24th 2025, I ordered 2 pair of shoes and a perfume and today almost one month later one pair of shoes has not yet been delivered. It is now may 23th and there have been no updates provided on my shipment even-though the websites expected shipping timeframe (3-7 business days) indicates it should have been delivered by now. On 5/12 I attempted to make contact with the company by following the contact form provided on their website with no response.

  

  Business Response

  Date: 05/27/2025

  Hello ******,
  
  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the inconvenience you have experienced.
  
  After reviewing your order and communication history, we regret to inform you that we did not receive any prior correspondence or contact attempts regarding the missing shoe. Had we received your earlier message, we would have promptly worked to resolve the matter by either sending a replacement or issuing a refund.
  
  At this time, the specific shoe you ordered is unfortunately out of stock, and we are unable to provide a replacement. To ensure this matter is resolved to your satisfaction, we will issue a full refund for the missing item.
  
  Please rest assured that we take these situations seriously and are reviewing our processes to ensure better communication and quicker resolutions moving forward. If you have any further concerns or questions, you may reach us directly at ********************************************************************************************************.
  
  We truly appreciate your patience and understanding and hope to restore your confidence in our service.

• Initial Complaint

  Date:05/18/2025

  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.

  Perry Ellis Store# *** Cashier: ****** date: 5/18/2025 I purchased a suit jacket and pants as well as two quarter zip polos in white and black. The cashier handed me the suit bag and I walked over to my wife and our baby in the stroller, we got pre occupied arranging the long suit bag in the stroller and the cashier failed to hand me the separate bag with the two shirts and the receipt. We spoke with the manager and they told us we would not be able to watch the security footage although available, so it is the cashiers word against ours. We will be filling a police report and sending the report along with all the details to corporate for theft and/or failure to fulfill a purchase.

  

  Business Response

  Date: 05/19/2025

  Hello Mr. ******************** you for bringing this matter to our attention. We take all customer concerns seriously and are committed to reviewing this issue thoroughly.
  
  To assist us in investigating your in-store purchase at Perry Ellis Store #*** on May 18, 2025, we kindly ask that you provide a copy of your store receipt. This will help us verify the items purchased and work with the store team to clarify what occurred during the transaction.
  
  Please feel free to upload the receipt directly through this BBB porta.

  We appreciate your cooperation and look forward to resolving this matter promptly.

  
  

• Initial Complaint

  Date:03/12/2025

  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 received 2 items in the order. Both were ordered in size XL as my previous orders for the exact same item, just different colors. One item was damaged (torn pocket) and the other item has a tag indicating size XL but the item is not. Probably a medium or large. I paid an additional $25 fee for overnight shipping on top of the cost of the items. I tried on 3 different occasions through their customer support to try and get a resolution and they simply won't respond. I provided the required details and pictures in the requests but still no responses.

  

  Business Response

  Date: 03/14/2025

  Dear *****,
  
  Thank you for reaching out to us through the Better Business Bureau.
  
  We sincerely apologize for the inconvenience caused by receiving a damaged and missized hoodie, as well as for the lack of communication regarding this issue. Please know that we take full responsibility for the situation and regret any frustration it may have caused.
  
  We are happy to confirm that your refund has already been processed, and the funds should appear in your account shortly. We understand that our communication during this process was not up to standard, and we will be working to improve our response times moving forward.

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising 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 purchased a clothing product on 2/13 and item hasnt shipped. I tried to call to cancel and the company has no working phone number. When I email them I get an AI bounce back email that doesnt help. I also tried the chat feature which doesnt work either. This seems to be a common problem with this company. I just want my money refunded.

  

  Business Response

  Date: 02/21/2025

  Hi *******,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the frustration and inconvenience youve experienced.
  
  We understand how important timely service is, and Im truly sorry we fell short of your expectations. I want to let you know that we have already canceled and voided your order (#WPE1142021) due to the delay, and the full refund has been processed. You should see the refund reflected on your original form of payment shortly, depending on your bank's processing times.
  
  We also apologize for any difficulty you had in reaching us. Were actively working on improving our communication channels to ensure that situations like this are handled more efficiently in the future.
  
  Again, I apologize for any inconvenience this has caused, and we appreciate your patience and understanding.
  
  If you have any further questions or require any additional assistance, please dont hesitate to reach out.

• Initial Complaint

  Date:02/15/2025

  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 am filing a BBB complaint to address an unresolved refund related to a return made to Perry Ellis International. The delay in returning funds to customer extends beyond return policies stated online. TIMELINE OF CUSTOMER'S INTERACTION 1/2/25: Placed order #WPE1124451 for one jacket, one pair of pants, one shirt 1/11/25: Order received - customer realizes 36R jacket is too long ($79.99 pre-tax)1/12/25: Return request submitted 1/13/25: Customer drops jacket off at local ****** tracking #************ 1/16/25: Perry Ellis receives returned jacket, signed for by ******** 1/27/25: Customer requests update on refund and ********************************************************** emails: "As per our return policy, the processing time is generally around ***** business days from when we receive the returned item. 2/5/25: Customer requests another update on refund (Perry Ellis has now had the returned jacket 14 days)2/5/25: ********************************************************** emails: "Thank you for reaching out about your refund for order #WPE1124451. I understand it's been quite some time, and I apologize for any inconvenience this has caused. Since it has been 14 business days since your return was received, I'll escalate your request to our team for further investigation."2/6/25: ********************************************************** emails: "Upon checking, we can confirm that your item has arrived back at our warehouse. We do see that the return has been received on our end... we do need to wait for the warehouse team to process the return in their system."2/12/25: Customer notifies ******************************************************** 20 business days have passed and due to outstanding refund, she intends to file BBB complaint.2/15/25: Still no refund to **** XXXX1492. Customer files ******************** complaint.

  

  Business Response

  Date: 02/18/2025

  Hello Devyn,
  
  Thank you for reaching out and for your patience while we reviewed your case. I sincerely apologize for any confusion or frustration this situation may have caused.
  
  After carefully checking your return, I can confirm that your refund was processed on February 7th and was issued as a gift card, which was the option selected during the return process. However, I understand that you were expecting the funds to be returned to your original form of payment, and I truly want to make this right for you.
  
  As a courtesy, we will override the original refund method and ensure the amount is returned to your **** ending in 1492. Once the refund is processed, you will receive an email confirmation for your records.
  
  I appreciate your patience and your trust in us. If you have any further questions or need additional assistance, please dont hesitate to reach out. Were always happy to help.

  Customer Answer

  Date: 03/04/2025

   
  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

  Date:01/16/2025

  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.

  Order #WRF153735 ($43.47)I purchased black pull on black pants size XL. The seller switched size and shipped me S size. I sent an email to *************************** and got the ** generated reply below. I tried to go to their website to check with their Live Chat (it was never active). So, no support email reply, no phone to call, and no live chat!! ---------------From: Rafaella Support <***************************> Sent: Saturday, January 11, 2025 1:49 PM To: ******************* Subject: RE: A shipment from order WRF153735 is on the way Hi ***** I understand the urgency of your request and will hand over your ticket to the relevant team for further assistance. Best regards, Rafaella ** Support On Sat, Jan 11 2025, at 09:47 PM, <*******************> Hello I received the pants but the size is wrong. I requested an XL and you sent me Small. I need the pants before my trip on Jan 19th. Can you please help on the exchange. Thanks Maha ************

  

  Business Response

  Date: 01/16/2025

  Dear Maha,
  
  Thank you for bringing your concern regarding order #WRF153735 to our attention. We sincerely apologize for the inconvenience you experienced with receiving the incorrect size for your Wide Leg Drawstring Linen Pants.
  
  After reviewing your case, we acknowledge that you received the correct size that was ordered. While the item in question was marked as Final Sale, meaning it is typically non-returnable and non-refundable, we understand the frustration this has caused. As a gesture of goodwill and to ensure your satisfaction, our team has already submitted a replacement order for the correct size (XL) at no additional cost to you.
  
  Here are the replacement order details:
  
  Order Number: WRF153784
  Item: Wide Leg Drawstring Linen Pants, Size XL

  
  To further simplify the resolution, you may keep the incorrect item (Size S) at no charge. There is no need to return it to us.
  
  We hope this resolution meets your expectations and shows our commitment to providing excellent service. If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly.
  
  Thank you for your patience and understanding as we worked to resolve this issue.

• Initial Complaint

  Date:01/15/2025

  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.

  Filled a warranty request with ******************************** , never received an answer back,Now I cannot even return The item to the store (past the 10 days returning period)All I want is the business honors the warranty.

  

  Business Response

  Date: 01/16/2025

  Hello,
  
  Thank you for reaching out regarding your warranty request. We sincerely apologize for the inconvenience youve experienced and understand your frustration.
  
  Please note that we do not manufacture or sell suitcases or travel bags. These products are managed by a licensee, and the contact email you mentioned ********************************** is the correct channel for warranty-related inquiries. They should be able to assist you further.
  
  That said, we will do our best to facilitate communication with the licensee team. To assist in this process, please provide the following details:
  
  A copy of your purchase receipt or proof of purchase.
  The store where the item was purchased (name and location).
  The date of purchase.
  A brief description of the issue and any supporting photos, if available.

  
  Once we receive this information, we will escalate your case to the licensee team and work to ensure they respond promptly. If you are not satisfied with the resolution provided by the licensee, please let us know, and we will revisit the matter.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22816060
  
  I am rejecting this response because:
  

  "Please note that we do not manufacture or sell suitcases or travel bags."

  I do not care about this, all I know is that I bought 2 suitcases with "Perry Ellis" tags on them; manufacturing them in ***** and slapping a "Perry Ellis"  tag is your problem.

  One wheel is seized and I need a replacement under warranty or a full refund , see attached.

   

   

  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 01/20/2025

  Hello,
  
  Thank you for your response and for sharing additional details about your situation. I understand your frustration and sincerely regret the inconvenience youve experienced with your suitcase.
  
  To clarify, Perry Ellis does not manufacture or sell suitcases directly to customers. These products are produced and distributed by a licensed partner that uses our name under a licensing agreement. While we do not manage or oversee the manufacturing or warranty process for these items, we remain committed to assisting you in resolving this issue as best as we can.
  
  To move forward, I have reached out to the licensee team at ******************************** on your behalf to facilitate the resolution process. They handle all warranty claims for these products and will be best positioned to address the issue. I will ensure they prioritize your case and follow up to confirm they have taken action.
  
  Thank you for your patience as we work to resolve this issue.

  Customer Answer

  Date: 02/01/2025

  I never received an answer from business to solve my request. Indent to post on Go Public in ****** to advise some other users about Perry Ellis.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22816060
  
  I am rejecting this response because:I never received an answer from business to solve my request. Indent to post on Go Public in ****** to advise some other users about Perry Ellis.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 02/05/2025

  Hello *******,

  Thank you for your feedback and for giving me the opportunity to provide additional clarity regarding your warranty request.
  
  We reached out to American Traveler Warranty on January 20th regarding your case. On January 22nd, they responded, asking for your contact information to reach out directly to you. That same day, I replied and provided them with your full name, address, phone number, and email address. Unfortunately, I have not received any follow-up from them since then.
  
  Today, I reached out to their team again, requesting that they contact you promptly and also keep me informed of the progress so I can help ensure this matter is resolved as quickly as possible.
  
  Id also like to reiterate that Perry Ellis does not manufacture or sell suitcases directly to customers. These products are created and distributed by a licensed partner under a licensing agreement. While we do not manage or oversee their manufacturing or warranty processes, we are committed to assisting you in resolving this issue as best as we can.

  Customer Answer

  Date: 02/07/2025

  I receive over and over again the same answer:

  "Hello *******,
  Unfortunately our company does not cover the warranty outside the ***. All warranty outside the *** must be issued directly with the store  where  you purchased the product from.
  We apologize  for the inconvenience this has caused you.
  
  Thanks,
  **********************."

  So ,if this is the case, your company shouldn't sell outside of **...
  The store I bought the two suitcases has only a 10 days return policy, nothing else....the store does not provide "warranty".
  Perry Ellis should stay behind their products , regardless where they are sold.

• Initial Complaint

  Date:12/20/2024

  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.

  First I placed one order and then within minutes realized it was being sent to the wrong address in *********. I contacted PE immediately and was answered by AI that they would try to make the change to ***********. I had a 20% discount for Black Friday on the order. I reordered to the correct address I inputed the discount and it was not deducted from the new order. I again contacted PE and was told that the money would be deducted only after I received the item in *********** and contacted them. I was also told that I could return the items in ********* and would receive instructions upon receipt. Then days later the order was sent to the incorrect address. The two orders arrived in ********* and ***********. I contacted PE and asked that they take the 20% credit as promised on my order to ***********, and for instructions on how to return the order from *********. I received an AI response saying I would be contacted in 3 days. More than 3 days passed and I have contacted PE repeatedly. This is consumer fraud. You have A! designed in no way to help with simple matters and do not follow through on your promises and have a system designed to cheat the consumer. You could have redirected the order and didn't. You made promises and didn't keep them. I deserve compensation for my aggravation and efforts. I am an attorney and would like to explore class action for other aggreived consumers. What a miserable company. This should be publicized.PESW71JHJC code for 20%Order #2 WPE1099181 Order #1 WPE1099692

  

  Business Response

  Date: 12/23/2024

  Hello ********,

  Thank you for reaching out and providing additional details regarding your recent orders. Id like to address your concerns and provide clarity:

  20% Discount: The discount code PESW71JHJC was successfully applied to your order (WPE1099181). Please note that this discount code is limited to one use per customer, and no further adjustments are needed as the code was already applied.
  
  Price Difference: After reviewing both orders, I can confirm that the prices for the items in your second order match those in the original order. Please note that order (WPE1099181) included two ties, which were not part of the original order. This accounts for the difference in the total amounts.
  
  Returning Items from Order WPE1099692: To return the items from the first order, you can use the following link to initiate the return process and receive a full refund: *****************************************************************
  

  At Perry Ellis International, we take customer satisfaction seriously, and we strive to address and resolve any issues promptly. We appreciate your patience and understanding as we work to ensure a smooth resolution for your concerns.

  Please let us know if you have any additional questions or concerns, and well be happy to assist further. Thank you for your understanding, and we apologize for any inconvenience this has caused.

  
  

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22715018
  
  I am rejecting this response because: because you are only applying the 20% to the first order which was sent to the wrong address and I need to return that order essentially I am losing the 20% discount. Plus, it's only after weeks of trying to contact you that I finally get a response. I think you owe me the 20% discount and I think you owe me some discount for future transactions given the unreasonable effort I have needed to expand. If you will not do so, I do intend to investigate whether like-minded customers have experienced similar mistreatment and perhaps look at a class action lawsuit. Your company is really terrible in that you have no actual customer service unless someone files against BBB. Plus I was promised in writing that the 20% would be applied to the second order. Look at the emails.
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 12/23/2024

  Hello ********,
  
  Thank you for bringing your concerns to our attention and for your patience throughout this process. We sincerely apologize for the frustration and inconvenience you have experienced.
  
  To resolve this matter and address your concerns, we have taken the following steps:
  
  20% Discount Applied:

  As promised, we will apply the 20% discount to your second order (WPE1099692) and issue a refund of the corresponding amount to your original payment method. You will see this adjustment reflected in your account within 35 business days, depending on your bank's processing time.
  
  Return of the Cleveland Order:

  You may initiate a return for the first order (WPE1099181) through our return portal here - *****************************************************************. As a courtesy, we will waive the return shipping fee and provide a full refund for the items once they are received.
  
  Goodwill Gesture:

  To acknowledge the effort youve made and the inconvenience caused, we will issue an additional 30% discount code for future use. Please use the code 76JM8K9YF0TB on your next purchase.
  
  We hope this resolution meets your expectations and restores your confidence in our company. If you have any further questions or need assistance, please dont hesitate to contact us directly at ********************************************************************************************************.
  
  Thank you for giving us the opportunity to address your concerns.

  
  

  Customer Answer

  Date: 12/24/2024

  Thank you.   You have recommended everything required to have a reasonable resolution of the matter.    I will wait until I am in ********* iyH next week and make sure that the items there are returned before closing the case.  I do believe it is disappointing when businesses do not have competent customer service and urge you to reconsider this system that you have.   But you have adequately addressed all concerns.  I hope to close the case next week. 

  Customer Answer

  Date: 01/01/2025

   
  Complaint: 22715018
  
  I am rejecting this response because: I advised you in my previous emails that three of the items are technically non refundable.    However, they was erroneously sent to the wrong address and I advised you within minutes.   You responded that you would accept the returns and provide a full refund and pay for shipping.  Now I am in ********* and when I go on the link, it tells me that contrary to what you wrote above, you will not accept the returns.    Please accept all of the returns.  They have not even been removed from the box.  You have a policy designed to fraudulently, and without allowing any customer service to intervene,  to charge consumers for items that they do not want.   How many other like minded consumers have been cheated like this?    It is worth exploring as a lawsuit in my opinion as a lawyer in ***********  
  
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 01/02/2025

  this was the resolution:

   

  Return of the Cleveland Order:You may initiate a return for
  the first order (WPE1099181) through our return portal here -
  *****************************************************************. As a courtesy, we will waive the
  return shipping fee and provide a full refund for the items once they
  are received.

   

  When I go on the site, it will not let me return 3 of the items.  I advised them at the beginning that the items were listed as non refundable and they still agreed to allow me to return them as stated above.   I am satisfied with the resolution but they are not following through on their promise.  I need to return all items.  It was not my fault.  It was their poor customer service.

   

  Thank you.