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Business Profile

Online Retailer

Vivaia

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 53 total complaints in the last 3 years.
  • 3 complaints 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:11/09/2024

    Type:Delivery 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.
    On Thursday, Nov 7, 2024, I placed several items in my online shopping cart. Two or three times I attempted to "continue shopping" and added things to my cart. But when I clicked on my cart I was shown items I had NOT added to my cart... each time a different set of items. Additionally, prices of items that were in the black Friday sale changed throughout the process and i used a $20 discount i was given because of inconvenience (HUG20). At last, I succeeded in adding two pair of ****** 2.0 (a size 7 metallic leopard and a size 8.5 golden almond), plus 3 accessory items (Daisy in mother of pearl, lily in tortoise, and Jasmine in multi flecks). HOWEVER, when I completed my order, my confirmation page had COMPLETELY DIFFERENT ITEMS ON IT: wash bags, ***** ****** 2.0 7.5, and some accessories (not sure what exactly because the page world not scroll down). I've sent snaps and explanation to the company and they said they could do nothing because "MY ORDER" had already shipped (even though this is NOT MY ORDER)!!!!

  • Initial Complaint

    Date:05/23/2024

    Type:Delivery 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 placed an expedited order with VIVAIA on 5/15/24. I began contacting the company about the status of my order and am being lied to by customer service representatives. CS rep **** stated my package would be delivered 5/22/24 and I needed to KINDLY WAIT PATIENTLY. My package tracking information was unavailable so I contacted CS again and THE SAME REP told me there was now a problem with the carrier. Less than an hour after she assured me the shoes would be delivered today! I asked multiple times to refund my order as I paid for expedited shipping and have received NO product. Now, customer service reps are hanging up phone calls and not responding to my emails. This is a SCAM company and others should be warned to stay away. They take your money and never deliver the product. Just look at all the other countless negative reviews saying the same thing. I want a refund!!!! My shoes are lost in transit and this is just poor business practice. I am seriously concerned they are scamming customers and ********************** needs to be stopped.

  • Initial Complaint

    Date:03/24/2024

    Type:Customer Service 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.
    The business owes me almost $700 for overcharging me for my order, which was over $6,000.00. They said they refunded me but PayPal is showing they did not issue and ACTUAL refund, just an authorization for one which they then revoked. I called the credit card company as well and they confirmed the issue is with Vivaia as they did not process the refund correctly. I contacted Vivaia and they are blaming everyone else and refuse to refund me. Now they will not respond.

  • Initial Complaint

    Date:03/04/2024

    Type:Delivery 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.
    The shoes don't fit.I can"t return them without an order #.I don't have the order #.They won't accept return without it.I have tried to contact them...via website and telephone. They do not answer the phone or reply to online requests.The company is Vivaia. I see a lot of complaints about them.

  • Initial Complaint

    Date:12/10/2023

    Type:Product 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.
    My daughter gave me shoes. They are half size too small. I talked to customer service and told her that I need to exchange same shoe in a different size. She took all the information and said a return label would be sent per email. It never arrived. I texted customer service the problem. Several texts transpired taking me past the 1 month return time. The lag was their fault. There Final text wanted photos of every angle of shoe. My reply was telling them that Id never worn because they were too small and expected a return mailing label. They never responded again. Im stuck with shoes that my daughter paid about $130.00

  • Initial Complaint

    Date:11/25/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    We bought 6 pairs of shoes from Vivaia on 10 November. Returned one shoe right after we got it because the size was wrong, and had to return a second pair when the person whose it was tried it on after they got back from a trip. Size was wrong, but could not file for a refund on the item on the website's portal. When i asked for help on their chat, they suddenly informed me all returns on the portal had to be filed together, so this would need to be handled "manually" and they would get back to me in 24 hours. It's been over 72. And they just keep saying it will be "escalated" with still no resolution. They have stopped responding on chat. I have told them I am leaving on a work trip and needed this sorted within their promised 24 hour time frame (which is now well past) and so this complaint. I will be sending them the shoes on the old shipping label and expect them to refund the item. I have told them as much. Their only response has been to tell me to wait, but I will be abroad for months and cannot wait on them any longer. This is a 97 dollar shoe that was discounted to $67.9. Surely they can resolve this without giving me this ridiculous runaround. I would appreciate your assistance. Thank you.

    Customer Answer

    Date: 11/26/2023

    Hello. This **** this as resolved. The company has now been in touch and will refund the item in question. Thanks

  • Initial Complaint

    Date:10/28/2023

    Type:Product 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.
    Date ordered 10/25/2023 Delivered 10/28/2023 Order # C23102547370 Tracking # ********************** 2 Pairs shoes did not fit properly (bunion issues)Attempted to return and was informed the shoes could be replaced, but that I neednt return the 2 pairs that were not acceptable. If I wanted a refund, they would credit my card with $9.80. This is on a $206.19 sale. Thats quite a scam Vivaia has going for it. I would like to have my entire purchase price returned.

  • Initial Complaint

    Date:10/20/2023

    Type:Product 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.
    The first week of September 2023 I ordered 3 pairs of shoes from Vivaia totalling $255.None of them fit, so I arranged a return. I was offered a 20% bonus credit if I chose to take store credit instead of refund to my card, so I thought I would try another few sizes and styles. My original $255, plus the 20% credit were applied to the next order. None of the second round fit either, so I went to arrange a return, this time for full refund or my original purchase dollars $255, which still should be mine. I reached out to the customer service, and communicated with *****, who told me my return for refund was approved, and sent me a label. I sent the items back (second round) and waited for them to receive them so I'd get my refund.***** confirmed the return by email today, Oct. 20th, 2023, but told me no further refund would be issued. They took the shoes back and gave me nothing.The company has received all unused products within the time frame required. So they have their products, AND my money.This is fraudulent, criminal activity. You can't accept returns and give nothing in exchange. NOWHERE does it say that once a credit is accepted, you can only use it once and then you are out of luck, no more returns, exchanges, nothing. That is more of a gambling policy than a merchandise for purchase policy.The email referencing credit is attached. I just want my money back.

  • Initial Complaint

    Date:10/20/2023

    Type:Product 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 ordered two pairs of shoes from this company thinking they might be a good alternative to *****'s. They ship from ***** in a rather sketchy bag. They were way too tight and uncomfortable even though they were my size. I attempted to return the items only to find they do not generate return labels. They say their customer service department will get in touch with you. I received a message that said "Traditional Return,Sorry that the generation of your address Label failed."So it seems they won't be generating a return label and I'm stuck with the shoes, despite their advertising a 30 day return policy?

    Customer Answer

    Date: 10/29/2023

    The company sent me an address and said that I had to ship it to the location and then submit a receipt. I took the package labeled as instructed to *** but they said it was not shippable to the address they gave me.

    It is increasingly clear that this company is operating a scam. 

    Customer Answer

    Date: 11/08/2023

    The company sent me an address and said that I had to ship it to the location and then submit a receipt. I took the package labeled as instructed to *** but they said it was not shippable to the address they gave me.

    It is increasingly clear that this company is operating a scam.

  • Initial Complaint

    Date:09/30/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 order, just this morning for a pair of boots that were $149.99 with free shipping. First off they charged me $161.55. Then I never received an order number or confirmation email so I couldn't cancel the order via their website. It has been hours since I placed the order and there still has been no email that I placed an order. However, they charge my ***** Fargo card ASAP. I want a refund! I received something from "customer service" after I sent them an email message. I think this website is a complete scam and needs to be shut down. That's why I'm not waiting for another response from the company especially after reading the complaints.

    Customer Answer

    Date: 10/03/2023

    The company refunded my money. Thank you BBB. My review of them still stands

    Customer Answer

    Date: 10/31/2023

    The company refunded my money. Thank you BBB. My review of them still stands

Vivaia is NOT a BBB Accredited Business.

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