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Business Profile

Retail Sportswear

Ilus Label LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Sportswear.

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:04/05/2024

    Type:Service or Repair 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.
    Date of transaction: 01/07/2024 I paid: $87.81 The business was committed to delivering two flare leggings that I had placed and it was a pre-order. It said to allow 7-14 days for your order to be processed (quality checked, packed and sent to delivery carrier) and 2-5 days for it to be shipped. Three months later I emailed them because I did not receive my order and they were still promoting items on their website they later on saying they were going to order it soon. Three months later I received my order, but I got the wrong items and they knew about it because they sent a note saying we apologize and they thought I would be OK with accepting these items. I immediately went to the nearest post office to return the items. (March 20) it was over a week, and I still did not receive any refund so I reached out again. (April 2). On April 4 they refunded my money, but they did not refund the full amount I paid overall they are unprofessional and unorganized. I kept receiving different emails from them apologizing, and each person would give me a different solution which was hard to focus on. Every time I would choose a solution they were providing they would deny it. I want to report this company because they keep making false advertisement.

    Business Response

    Date: 04/05/2024

    We sincerely apologize for the inconvenience and frustration caused by the recent issue with your order and the delay in processing your refund. 


    We completely understand your disappointment and assure you that providing a seamless customer experience is our utmost priority.


    Upon reviewing your case, we can confirm that a full refund has indeed been issued. However, due to the nature of the refund process, it may appear as two separate transactions on your statement. One refund is for the shipping charges, and the other is for the items ordered. 


    Rest assured, the total amount refunded should be $87.81, as initially discussed.




    We deeply regret any confusion caused by the separate refund transactions. Please be assured that your satisfaction is of great importance to us, and we are actively working to improve our processes to prevent such occurrences in the future. I have attached both transactions showing the full refund in the original order amount once tallied together.


    Once again, we apologize for the inconvenience you have experienced throughout this process. 


    We appreciate your patience and understanding as we strive to rectify this situation promptly.
    If you have any further questions or concerns, please do not hesitate to reach out to us directly. 


    We are here to assist you in any way we can.
    Thank you for your continued support and understanding.


    Sincerely,
    ILUS LABEL

Ilus Label LLC is NOT a BBB Accredited Business.

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