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:05/27/2024

  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 the "Cute Af" set on April 18th. Received an email stating that my item was delivered. To my surprise it was not delivered. Contacted the *************** told me to contact ****** Once I contacted **** they gave me a letter to send to the merchant. It has been over a ********* have yet to receive a refund. They offered me store credit, which I do not want. I just want my money back at this point. They haven't responded back to me. I tried to get my refund through ************ got denied based off of whatever the merchant is saying

  Business Response

  Date: 05/28/2024

  Greetings,

  We filed a claim with ***** to which they have informed us that this package was in fact delivered to the shipping address on the label. Unfortunately, this claim is not in our control as we the shipper shipped the order correctly with ***** In most cases, the recipient's local post office is able to help locate the package. We did emailed her and recommended contacting their local post office supervisor or manager and see if they can verify with the courier who delivered the package as to where the package was actually delivered.  We did emailed her apologizing for the experience she had with this order and that we truly value their business with Muurswagg and would like to make it right and issue her a store credit for the inconvenience **** has caused. 

   

   

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21765390
  
  I am rejecting this response because: ******** said that their was a MisDelivery . I provided merchant with the letter provided by ***** It's funny that they are responding to these messages but aren't emailing me back. I've asked the merchant has their been any updates & I've yet to receive a response.  No one from this establishment has reached out to me and let me know that they've spoken with ***** this is the first I'm hearing about it. Which is outrageous ! They couldn't have told you it was delivered to this address IF I DONT HAVE THE SET. What's so hard for you guys to understand  ? I don't want a store credit , I would like my money back. I've been going back and forth between **** and the merchant and for some reason, I've yet to be helped. I don't want anything from you guys at this point. I just want my money back. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/28/2024

  Again we apologize for the inconvenience **** has caused. As we value all our customers and don't want them to have a bad experience with us we will refund the customer for the item.

  Customer Answer

  Date: 05/28/2024

   
  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.

  I am sorry if I come off as rude. It's just really frustrating to deal with. I appreciate you guys responding.  Thank you ****. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/28/2024

  I was issued a partial refund and not a full refund . Why is that ? Nor did I agree to a partial refund. My total was $63.37 .

  Business Response

  Date: 05/29/2024

  Greetings,

  The system didn't pick up the shipping for the reason it shows delivered. Sorry for this misunderstanding as I will fixed it. It will show the refund for the $12.25 shortly as it has to be done manually.

• Initial Complaint

  Date:05/04/2024

  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.

  Purchased 3 items on April 28th once received i found that they don't fit. Wanted to return ffor size. Was told retuns could only be for store credit then being denied the return for the store credit So now im stuck with clothes that i cannot wear !!

  Business Response

  Date: 05/10/2024

  Hi Yolanda 

  Thanks for contacting us. Our policy is stated online and at checkout before you complete your purchase. We understand that some styles may not fit as expected once received which is why we except returns for store credit. One of the styles purchased is a final sale item so exchanges or returns is not option for that style. However, you are able to exchange the other styles for a store credit if you choose to do so. We hope this resolves your issue. We look forward to hearing from you. 

  Business Response

  Date: 05/10/2024

  please see attached email response screenshot 

• Initial Complaint

  Date:01/24/2024

  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.

  Jan. 24, **** I was charged $162.03. I went to enter a coupon code newslay20 and when I clicked the button, the purchase went through without the discount being applied. I immediately emailed the merchant at 11:05 am, with no response. I called the phone number provided on the website ************ and it is not even a working phone line. I also messaged them on ******** with no response. The number provided asked for an access code and hung up. Therefore, there is no way for me to correct the matter. I also filed a dispute with my bank, and all I was trying to do is get a refund for the amount so that I can repurchase the item at the discounted price, however, this company seems to be fraudulent, with no human or electronic interactions available.

  Business Response

  Date: 01/25/2024

  Greetings, 

  By the time we received the email from the customer the order was already processed and shipped out. We email the customer in less than 24 hours to let her know we couldn't cancel or make any changes to an order once is processed and shipped out and she never replied to us. We try our best to process orders as soon as possible to satisfied every customer. 

  Thank you in advance. 

  Business Response

  Date: 01/25/2024

  Customer replied and I explained again we couldn't cancel an order once is shipped out. I did offer to issue a store credit or refund once we get a delivery confirmation for the discount code difference. 

  Customer Answer

  Date: 01/25/2024

  Here is the full communication showing that they told me my order has been processed and shipped in less than 12 business hours with no email confirming either processing or shipment confirmation.

   

  Seeing that there was an issue with how the transaction went through and that I took the necessary to contact you by a phone number that doesnt work, prior to any shipping, I prefer to be refunded and I will pay to have the item shipped back to you.  I have already disputed the charge with my bank and I will show them that you waited to contact me only after youve said you shipped it, with no shipping information having been provided.  Thank you for your time and attention on this matter.
  
  
  Sincerely,
  *************************
  
  On Jan 25, ****, at 9:17?AM, MUUR SWAGG <********************************> wrote:
  
  
  ?Hi *******,
  We can't cancel your order because it was picked up by ***** We try our best to answer emails as quickly as possible. We replied to you back in less than 24 hours to let you know your order was processed and shipped out. We apologize for any inconvenience. Once we receive a delivery confirmation we can issue you a store credit or refund for the 20% discount difference. Let us know what you decide? 
  
  
  
  
  On Thu, Jan 25, **** at 9:51?AM ************************* <******************************> wrote:
  
  
  My order hasnt been shipped out yet.  I immediately reached out to you via email at 11:00 am, ******** and I called the non working number you have on your website.  Your subject line also states in another message was sent from your website as well at 3:07 pm and youve chosen not to respond until this morning.  Therefore, the order should be refunded. I put a coupon code newslay20  in but the order was made and no code was added, and I was charged full price.  I am trying to be as diplomatic as possible.  Please refund my order since you have not in fact sent it out before I contacted you. 
  
  
  Sincerely,
  *************************
  
  On Jan 25, ****, at 7:23?AM, MUUR SWAGG <********************************> wrote:
  
  
  ?Greetings,
  Thanks for shopping with us. We cant cancel or make any changes to an order once it is processed and shipped out. 
  On Wed, Jan 24, **** at 12:05?PM ************************* <******************************> wrote:
  
  159722 please cancel.  It was a mistake
  
  
  
  -- 
  Peace,
  Muurswagg
  @muurswagg
  www.muurswagg.com
  
  
  -- 
  Peace,
  Muurswagg
  @muurswagg
  www.muurswagg.com

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21194345
  
  I am rejecting this response because:

   

  Here is the full communication showing that they told me my order has been processed and shipped in less than 12 business hours with no email confirming either processing or shipment confirmation.

   

  Seeing that there was an issue with how the transaction went through and that I took the necessary to contact you by a phone number that doesnt work, prior to any shipping, I prefer to be refunded and I will pay to have the item shipped back to you.  I have already disputed the charge with my bank and I will show them that you waited to contact me only after youve said you shipped it, with no shipping information having been provided.  Thank you for your time and attention on this matter.
  
  
  Sincerely,
  *************************
  
  On Jan 25, ****, at 9:17?AM, MUUR SWAGG <********************************> wrote:
  
  
  ?Hi *******,
  We can't cancel your order because it was picked up by ***** We try our best to answer emails as quickly as possible. We replied to you back in less than 24 hours to let you know your order was processed and shipped out. We apologize for any inconvenience. Once we receive a delivery confirmation we can issue you a store credit or refund for the 20% discount difference. Let us know what you decide? 
  
  
  
  
  On Thu, Jan 25, **** at 9:51?AM ************************* <******************************> wrote:
  
  
  My order hasnt been shipped out yet.  I immediately reached out to you via email at 11:00 am, ******** and I called the non working number you have on your website.  Your subject line also states in another message was sent from your website as well at 3:07 pm and youve chosen not to respond until this morning.  Therefore, the order should be refunded. I put a coupon code newslay20  in but the order was made and no code was added, and I was charged full price.  I am trying to be as diplomatic as possible.  Please refund my order since you have not in fact sent it out before I contacted you. 
  
  
  Sincerely,
  *************************
  
  On Jan 25, ****, at 7:23?AM, MUUR SWAGG <********************************> wrote:
  
  
  ?Greetings,
  Thanks for shopping with us. We cant cancel or make any changes to an order once it is processed and shipped out. 
  On Wed, Jan 24, **** at 12:05?PM ************************* <******************************> wrote:
  
  159722 please cancel.  It was a mistake
  
  
  
  -- 
  Peace,
  Muurswagg
  @muurswagg
  www.muurswagg.com
  
  
  -- 
  Peace,
  Muurswagg
  @muurswagg
  www.muurswagg.com

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

  Business Response

  Date: 01/26/2024

  Customer emailed back saying she will return the order back to us. As I replied that once we receive her order and items are not opened we will issue her a refund. 

  Business Response

  Date: 01/26/2024

  Customer emailed back saying she will return the order back to us. As I replied that once we receive her order and items are not opened we will issue her a refund.
  

• Initial Complaint

  Date:08/05/2023

  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.

  I made an clothing order July 19th. Received my order and one of the products was damaged upon arrival. I emailed seller July 28th and a follow up on August 2nd with no response. I even direct messaged the seller on social media. In the email I included pics and offered to send product back at sellers expense as product shipped damaged and replacement of product or refund.

  Business Response

  Date: 08/08/2023

  Greetings,

  We emailed customer saying we apologize for the defect and we can issue a partial refund if she decides to keep it or she can return the item for a refund and also sent her the return shipping label if she decides to return it for a refund. Waiting on her response.