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Business Profile

Online Retailer

HeyShelly

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 71 total complaints in the last 3 years.
  • 13 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:05/19/2025

    Type:Product Issues
    Status:
    Unpursuable
    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.
    An order was placed with this company on May 5th, 2025. The order was supposed to ship within 6-10 days. MJ card was charged ***** on that date as well. I just went to check order status with no information. I emailed them to find out the status and the email provided on website came back with a mailer demon. Your message couldn't be delivered to *********************************** because the remote server is misconfigured. See technical details below for more information..

  • Initial Complaint

    Date:04/09/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 a dress and the wrong item was sent. I reviewed the return policy ahead of ordering which indicated the company would provide a shipping label and showed a business address in *******. Initially the seller told me they would compensate me by refunding me 30% and keep the dress or ship the item to *****, And that I should go to the post office for help with preparing a shipment to *****. I declined and they offered instead 40-50% refund. I told them I required a refund and would be happy to ship the dress back to the FL business address and requested the shipping label as indicated on their website. They refuse to refund my money or offer a reasonable return process. Also, the confirmation email included no business name, no order number, and the shipping package also included no company information.

  • Initial Complaint

    Date:03/10/2025

    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.
    Purchased 2 dresses online 2/23/25 Received 2 dresses 3/7/25 that were not the dresses purchased in the mail. One dress was similar in material but with an entirely different bodice, and the second dress was neither similar to the purchased dress in color, style, or pattern. Prior to purchasing read online that the company would offer a preprinted label and full refund within 30 days if the items were unworn. Also online it states that if the wrong items were sent to contact them and they would provide a resolution. Contacted the company the day following receipt of items to let them know the incorrect items were received. The company responded that they would offer me 30 percent refund if I kept the items, and if I wanted to return them for a refund I could pay for return shipping to an address listed in ***** and to go to my preferred shipping provider to ask how to do so. Reached out again to the company that it was unfair to ask me to pay the shipping when the incorrect items were sent, and that I would like the return shipping label as instructed on website. Company responded that they would now offer 50-60percent refund if items were kept and that otherwise I would need to ship to *****. They also stated that I should be considerate of their shipping costs, manufacturing costs and cost to their employees to ship to me and take the partial refund without shipping it back. I replied with a screenshot from their website stating that was not a fair resolution for shipping me the wrong items and asked for the shipping label to return. No response afterwards. Paid $161.50 for 2 dresses.

  • Initial Complaint

    Date:12/23/2024

    Type:Order 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 purchased a dress from the Hey Shelly website and paid for expedited shipping. The dress came late and they did end up refunding the shipping fee. They sent a completely different dress and when I asked to return it and follow their return policy were they send a return shipping label they refused to do that because of logistic problems. They wanted me to pay the shipping fees and send the address back to *****! Ive been completely scammed and this is a fraudulent site.

  • Initial Complaint

    Date:10/16/2024

    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 purchase a dress from Hey- ****** on 9/21/24 in the amount of $73.10. I received the item on 10/2/24 and it was an incorrect item. Apple wallet charge: **********************. I reached out to the company for a shipping label to process a refund. The company replied stating they are unable to provide me with a shipping label but I can send it back to them and pay for shipping myself, if the item gets lost in transit they are not responsible and will not issue a refund. After multiple emails to the company they then offered me a refund of $36.55 and to keep the product. I agreed. A few days later I received a email stating I had gotten a refund but I did not. I emailed them back asking where they refunded it to because I had not received this refund.They said Dear Customer,After checking the system, it was found that an error occurred in the system refund, my side need to re-submit the refund application, it will arrive in the next two days, please pay attention to check the receipt. I still have not received my refund. They are refusing to refund me and refusing to give me the tools I need to send this item back to them which goes completely against their return policy on their website. Their refund policy on the site states: We have a 30-day return policy. This means you have 30 days after receiving your item to request a ********* be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Youll also need the receipt or proof of *********** start a return, you can contact us at ***************************************. If your return is accepted, well send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a retun will not be ************ can always contact us for any return questions at ********************************* #: ********************************** Order #: HeyShelly13701

  • Initial Complaint

    Date:10/15/2024

    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 purchased a dress on 9/8/24 for $75.65. The dress did not fit, so we contacted about returning the dress. The phone number provided is non-working and I sent several emails requesting a phone call. They would only offer me a discount, and told me I can pay to have the item shipped back to *********. The dress did NOT come with any tags, and the requirement for a return is the tags must be on the dress, so I do not wan to pay an additional fee, just to have the dress return declined.I just want my money back, for a dress that does not fit.

  • Initial Complaint

    Date:10/03/2024

    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 a dress from Hey Shelly and they sent me a completely different one. I read the return policy before making my order and it was clear that I had 30 days to return it and get my money back. After emailing Hey Shelly about my complaint, they told me that I had to find my own way to send back the dress and they would not pay for the shipping label (international). This was never mentioned on their return policy prior to my order. They also said in the email that they had to receive the dress (including tracking info) in order for me to get my money. Keep in mind, their email response had countless spelling errors and was not professional whatsoever. Additionally, I tried calling them using the number provided on their website and it didnt work at all. I also researched their website across platforms and found that this has happened to many people. They will receive a completely different dress and not be able to return/ get money back.

  • Initial Complaint

    Date:09/30/2024

    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.
    Ordered a dress in mid-August. Incorrect dress arrives. Company says they no longer offer return shipping. I tell them I will pursue a chargeback. Company offers full refund if I show the destroyed dress. I comply. Company does not issue refund and chargeback is pursued.

  • Initial Complaint

    Date:09/23/2024

    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.
    9/7/24 date of transaction. $107.10. Items were not what we ordered. From: info <***************************************> Sent: Monday, September 23, 2024 5:55 AM Regarding your return request, we are prepared to offer the following two options to address the issues you've encountered with your order: 1)As the lease for the return warehouse in the ************* has expired, we are currently seeking an alternative warehouse to facilitate the return process. In addressing your return concerns, we realize you require prepaid labels to return the items. Regrettably, due to current logistics arrangements, we are unable to provide prepaid label services directly at this time. This is due to the complexities and limitations of international shipping services. Our logistics partners have not established the necessary service, making it difficult for us to provide the required prepaid labels directly. If you agree, you can arrange the logistics yourself, and upon receiving the returned goods, we will promptly process your refund and reimburse your shipping costs. Here is the return address in *****: ******************************************************************************************************************************************************************************************************************* Recipient: *** GO Phone: ***************** Postal Code: ****** Please note that if the items are damaged or lost during the return transit, we may not be able to process the refund. Kindly provide the tracking number (extremely important) and the corresponding logistics company's website after the return. If this is your first time using an international return process, we recommend visiting the local post office, where they can provide professional assistance to facilitate your return. 2)Alternatively, you may try on the items in your order. If they fit well, we suggest keeping the received package, and you will receive a 30% refund of the total order value. Please inform us of your choice, and we will immediately address this matter.

  • Initial Complaint

    Date:09/23/2024

    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.
    Ordered dress September 13 it never came & no contact from company

HeyShelly is NOT a BBB Accredited Business.

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