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:08/01/2024

  Type:Delivery 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 purchased the *************** Down boot December 14th of 2023, for $556. And so when they see this it was order #****.NEVER received tracking information. The one time I received an email reply I was told there was a warehouse flood. No further replys, no offer of refund, no boots ever came and I am out that money! Here I am coming up on almost a YEAR later with no resolve! I told ALL my friends who are into fashion to never purchase from this fraudulent company. Tried to support a smaller fashion brand. Ill take my time and money back to Neimans and Nordstroms, the devil I know.

• Initial Complaint

  Date:07/31/2024

  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.

  I returned product/merchandise and did not get a refund.

• Initial Complaint

  Date:07/29/2024

  Type:Delivery 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 paid for a pair of jeans that were a preorder on 9/2/23, $324. I asked for an update on 11/30/23 as I still hadnt received a shipping update with a response of they were having production delays. Ive sent another email on 7/25/24 with no response. I want a refund for this, this is ridiculous.

• Initial Complaint

  Date:06/29/2024

  Type:Delivery 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 some boots on November 22, 2023 and paid $604. They were delayed well beyond the expected shipping date. When I finally received them in January 2024, they didn't fit and I mailed them back to exchange for another size. Ultimately, I never received a new pair of boots, nor have I received a refund for the boots. The *** tracking number: ********** and the original order number is 7694.I have reached out to their customer service account ***************************************** over approximately a 7 month period, dozens of times, with either no response or a response that falsely assured me action was being taken. There is no way of contacting this company other than email.Ive also found many customers online whove had a similar experience which leads me to believe this is either a company in serious trouble or possibly fraudulent.

• Initial Complaint

  Date:06/26/2024

  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.

  Order was placed on 4/9/2024. Order was delivered 4/15/2024. Upon receiving package, company sent the wrong size boot. Ordered a 36, received a 36 1/2. I immediately sent a picture of the incorrect boot size to their customer service. They tried to talk me into keeping them. They DID NOT fit! 4/24/2024 they FINALLY sent me a return label. Boots were returned immediately.I have reached out repeatedly and have heard NOTHING. I am now out $532 AND NO SHOES! Worst company I have EVER dealt with. This has NEVER happened to me. BUYER BEWARE. NO response from company as of today 6/26/2024.

  Customer Answer

  Date: 07/24/2024

  Soon after I filed complaint, possibly because they were being contacted by you, they reimbursed my money.

  thank you 

• Initial Complaint

  Date:06/15/2024

  Type:Delivery 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 placed an online order from this company on February 18, 2024 and still have not recieved tracking information for the shipment of my product. I have attempted to contact the company via email on February 27th, March 29th, March 7th, and March 9th, and March 6th. to ask for the status of my order. I received a reply on March 26th that my order was received and on its way. I requested to cancel my order and I have not received a response. To date, there has been not response to my emails.

• Initial Complaint

  Date:06/08/2024

  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.

  In January 2024 I purchased a pair of boots from Alessandro Vasini. I have still not received the boots. I have reached out for a refund and they will not return emails. It is now 6/2024 .

• Initial Complaint

  Date:04/21/2024

  Type:Delivery 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 placed an online order from this company on March 24th 2024 and still have not recieved tracking information for the shipment of my product. I have attempted to contact the company via email on March 27th, March 29th, March 31st, and April 13th to ask for more information. I finally recieved a reply on April 14th that my order was still not shipped and there was no estimated delivery date available. I requested to cancel my order and recieve confirmation of refund of my credit card payment. The customer service informed me that I must wait an additional 7 days to recieve confirmation of payment refund. This time has now passed and the company still has not refunded my payment and is not responding to my emails.

• Initial Complaint

  Date:04/16/2024

  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.

  Ordered a pair of shoes that were to be delivered within 2 weeks. The did not arrive, customer service quit replying to email and failed to give updates so I disputed the charge. They immediately contacted me saying that had inventory issues that is why it had not been shipped. They assured me if we removed the charge they would ship the shoes. We removed the dispute, on 1/25 and notified them and have never have heard back from them. No shoes and they have stopped responding to emails again.

  Business Response

  Date: 04/30/2024

  The customer disputed the transaction after less than two weeks although our shipping policy states that our delivery time is usually about two weeks. The chargeback sometimes can take a long time to clear even if the customer close it. We cannot ship orders with an open chargeback so we had to wait. The order is now delivered.

  Customer Answer

  Date: 05/01/2024

   
  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

  Date:04/16/2024

  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.

  I ordered boots from this company. They took months to mail them so I disputed the charge, when I finally got the boots 8 weeks later I no longer wanted them so I returned them. I have emailed them about 50 times, I have proof of delivery I have proof they got the boots back. They emailed me they received the boots and are planning to refund me but they have not refunded me my money, They keep saying they will refund me my money but they do not. This company has done this before, it is all over ******** and I am frustrated. I want others to know not to order from this company as they do not honor their word and steal money from honest people.

  Business Response

  Date: 04/30/2024

  The customer disputed the transaction after the product was already shipped.

  The chargeback was open and took 90 days to clear and at the end was resolved in our favor.

  We cannot process a refund if there is an open chargeback because the full amount is deducted from us, therefore the order is not paid. We explained that in several emails. 

  Now the order is refunded. The customer left several bad reviews throughout social media and other platforms although we had confirmed that we would have processed the refund as soon as the chargeback was closed if it would have been closed in our favor.

   

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21566004
  
  I am rejecting this response because:

  This seller waited 6 weeks to ship out my product, they charged me the day I ordered (October) and then has that long break and barely responded to my emails so I opened up a complaint with my credit card company, which I won. Then they sent me the boots and I emailed them three times asking for a return label which they waited a month to send me, and then disputed the charge because they sent me boots and I was charged back again.  After they received the boots back in January they DID NOT RESPOND to DOZENS AND DOZENS AND DOZENS of follow up emails asking for my refund despite the fact the boots were received by them in Jan.  It was only after I left negative reviews with Trustpilot and the better business bureau did they refund me.  If you ever want to get a refund if you return your item, BUYER BE WARE.  They DO NOT respond to emails, they do NOT refund without a HUGE fight,   buyers should know that I had to fight and fight and fight and I sent over 50 emails asking for my refund, even after they promised it was on its way I had to email over and over and over begging to my refund. Only after negative reviews did they send me my money back.  Buyers should know this company is a scam company and it is all over ******** and other media as well.  Do not delete this complaint. People should know, shame on this company they do not honor their word and I would NEVER buy from them again.   I emailed them so many times and they kept promising a refund, yes I left a negative review and that was how I got my money back it was like 50 emails to them.  They are not an honest company they just did not want the negative reviews.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/13/2024

  This order has been already refunded as the photo attached show the refund was successfully processed. We dont understand the purpose of this complaint. The reason of the long time was because the customer disputed the charge and we are unable to process a refund when there is an open chargeback. A chargeback can take a few months to solve. We explained this several times to the customer but the customer only intended to arm our brands reputation. The customer never asked us to cancel the order. We never received a cancellation request for this order. The dispute was open after the product was already shipped and was resolved in our favor after a few months. Nonetheless we have refunded the order in full. Now the customer is insisting in libel the reputation of our company. We have already passed this to our attorneys.
  

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21566004
  
  I am rejecting this response because:

  This business, only refunded my money, after dozens and dozens and dozens and DOZENS of emails begging and pleading and questioning and yes I posted a negative review both on Trustpilot and with the Better Business Bureau because I want others to BE AWARE!!! This company is dishonest, and withholds refunds, does NOT respond to emails, and refuses to refund UNLESS you send 100 emails, call your credit card company and dispute AND post negative reviews and then if you are lucky and follow up many more times after they agree to refund you, you MIGHT get your refund.  I have never posted on the better business bureau before and I am DONE with this company, they lie and steal money and do everything in their power to avoid letting honest and hard working people get their refund back.  End of story, I am done with this dispute, do what you want with my review but I am telling you, this company should be ashamed and I would NEVER recommend nor give a positive review of their customer service and communication.  Buyer BE WARE as they do not answer emails and take weeks even months to ship their product with no explanation or warning on the back order times and then they do NOT answer emails and try to do everything they can to NOT refund you your money.  Just thought the BBB should know about the horrible customer service and many lies they sent me promising refunds and NEVER delivering until I posted negative reviews and then I got their attention. I think the average consumer and customer should be aware. They are not honest. Do not order from them and they do NOT answer emails for refunds.  End of story.

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

  Business Response

  Date: 05/14/2024

  The customer already received the refund. As explained multiple times, our company was not holding the money but a chargeback was open for this order. The chargeback has been resolved in our favor after a few months. We were responding to the emails but when a customer send multiple emails in a short time after we already responded that will affect our availability. We have proof that a chargeback was open and we could not process the refund. The customer did not believe us and decided to do anything possible to arm our reputation. We have explained multiple times that we had to wait until the chargeback was closed. That does not depend on us, the credit card company takes a decision and then our third party payment processor has to notify us. If the dispute is resolved in our favor, the money get released in our account. We dont know that until the dispute is closed. We cannot process any refund if there is a open dispute. 

  Business Response

  Date: 05/14/2024

  The customer already received the refund. As explained multiple times, our company was not holding the money but a chargeback was open for this order. The chargeback has been resolved in our favor after a few months. We were responding to the emails but when a customer send multiple emails in a short time after we already responded that will affect our availability. Since the beginning we confirmed to the customer that once the dispute was closed, if it would have been solved in our favor, we would have refunded the order. We have proof that a chargeback was open and we could not process the refund. The customer did not believe us and decided to do anything possible to arm our reputation. We have explained multiple times that we had to wait until the chargeback was closed. That does not depend on us, the credit card company takes a decision and then our third party payment processor has to notify us. If the dispute is resolved in our favor, the money get released in our account. We dont know that until the dispute is closed. We cannot process any refund if there is a open dispute. The customer did not want to wait and did not understand our point. We are taking legal action against this consumer because we have all evidences that support our case and we definitely received a damage.

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21566004
  
  I am rejecting this response because:

   

  Yes they FINALLY gave me my money back MONTHS after the above emails were written.  Oh and take a look at my additional screen shots of emails above as they continually promised to refund me my money snd they NEVER did UNTIL I wrote to the BBB snd did s review on Trust pilot. I do NOT want anything from this company, I do NOT want any more correspondence.  I just want everyone to know they are NOT honest.  Also see above for other ******** review of an unhappy customer that did not get their refund.  Just supports my claim.  Buyer be ware.  They do not refund without a fight.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/14/2024

  I am done with this complaint and conversation.  I got my money back it took months and months and dozens of emails.  I do not want any additional correspondence from you or them.  I only thought it was my responsibity to let others now of their dishonestly.