ComplaintsforChic Couture Online LLC

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sold me an item and never shipped the item out . After a few weeks I reached out to inquire about my order and they told me it was sold out. They then proceeded to sell me something I did not want. After I stated I wanted a refund, they refuse to issue a refund.

  Business response

  03/21/2024

  Good Day!

  Thanks for contacting us.

  Unfortunately, we could note locate an order from this customer.

  Please have them provide us with the full name, order number and confirm the shipping address so we can assist them further.

   

  Kind regards,

• Initial Complaint

  02/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I made an Order (Order #CC-405251) from chicCouture Online and paid 116$ for international shipping on December 29.It's February 12 and I still haven't received the items.USPS tracking number:CY140112161US shows record in ***** On Jan 29.I checked Post office...nothing! I have received nothing yet!

  Business response

  02/16/2024

  We appreciate the opportunity to address the complaint filed by *********************** regarding the delivery of their package to *******.

  
  Upon reviewing the details provided, we understand the frustration experienced due to the delay in delivery. We sincerely apologize for any inconvenience caused by this delay.

  
  As noted in our records and the provided tracking information, the package departed from INTERNATIONAL, *****, ***** on January 29, 2024, and is currently in transit to its destination. We acknowledge that there haven't been further tracking updates since that time, and we recognize the concern this may have raised.

  
  International shipments are subject to various factors that can impact delivery times, including customs processing, transportation delays, and other logistical challenges beyond our control. Despite our best efforts to ensure timely delivery, we must rely on the services of international couriers once the package leaves *****************.

  
  Furthermore, it's important to clarify that international couriers are not obligated to share tracking information with **** after the package has exited the country. This lack of detailed tracking updates beyond the departure from ***************** can contribute to perceived delays and uncertainty for customers.

  
  We have communicated this information to the customer and emphasized that, per our shipping policies clearly stated on our website, we are not liable for delivery delays beyond our control. We understand their frustration and empathize with their situation.

  
  However, we kindly request their patience as we continue to monitor the progress of their package and work with our shipping partners to expedite its delivery.

  We are committed to ensuring their package reaches its destination as soon as possible.
  Should *********************** have any further questions or concerns, we encourage them to reach out to us directly. We value their business and are dedicated to providing the best possible service.
  Thank you for your attention to this matter. We trust that this response adequately addresses the concerns raised in the complaint.

  Customer response

  02/17/2024

   
  Complaint: 21281447
  
  I am rejecting this response because:

  I hope this email finds you well. I am writing to request a refund for my December purchase on your online shop, order number #CC-405351, due to a failure in priority shipping.
  I made the purchase on December 29, 2023 and paid an additional 116$ shipping cost for priority shipping, which was promised to be delivered within 6-14 business days. It has now been over two months since my purchase and I have yet to receive the items I ordered.
  I have reached out to your customer service team several times over the past few weeks and have been assured that my order would be expedited and delivered promptly. However, despite these assurances, the situation has not been resolved and I am left feeling frustrated and disappointed 2 months later.
  As a loyal customer, I have always appreciated the quality of your products and the level of service provided. However, this experience has left me with a negative impression and I believe that a refund is warranted given the significant delay in shipping.

  I would appreciate it if you could process a full refund amount to the original form of payment as soon as possible. I understand that delays can occur, but I believe that this situation warrants compensation.
  Thank you for your attention to this matter. I hope that we can resolve this issue in a timely manner and that I can continue to be a satisfied customer of your ******************** shop.
  Sincerely,

  Sirine

  Business response

  03/01/2024

  We appreciate the opportunity to address the concerns raised and provide clarification on the matter.

  
  Upon investigation of the order in question, we confirm that the shipment was processed promptly on January 3rd, 2024, in accordance with the shipping method selected by the customer, which was ********************************* As stated in our shipping policy, we fulfill our responsibility by dispatching orders within the specified timeframe.

  
  It is important to note that international shipments may be subject to delays beyond our control due to customs regulations and other unforeseen circumstances. We explicitly communicate this information to our customers through our shipping policy, which was accessible to the customer at the time of purchase. We understand that the customer provided a screenshot of our policy, affirming their acknowledgment of these terms.

  
  Despite our efforts to provide transparency regarding potential delays, we empathize with the frustration experienced by our customer regarding the extended delivery timeline. However, it is imperative to recognize that once packages depart *****************, tracking updates may become limited, as international authorities are not legally obligated to provide real-time tracking information.

  
  Throughout the customer's inquiry into the status of the shipment, we maintained open communication and provided the available tracking information as provided by the carrier. We acknowledge the limitations of our ability to expedite the delivery process once the package is in transit, and we empathize with any inconvenience experienced bythe customer.

  In conclusion, we assert that our company has adhered to the terms outlined in our shipping policy, and we have fulfilled our obligations regarding the timely dispatch of the order. While we regret any dissatisfaction, we have operated within the confines of our policies and procedures.

  The package in question has been marked as delivered in ******* today, March 1st, 2024, according to the tracking number provided. This confirms that the shipment has reached its destination successfully.

  We respectfully request that this case be closed, as we believe we have addressed the concerns raised by the customer adequately. Should you require any further information or clarification, please do not hesitate to contact us directly.

  
  Thank you for your attention to this matter.

  Business response

  03/01/2024

  Here is a screenshot of the latest tracking update.

  Customer response

  03/01/2024

  Hi, I paid 116$ for Priority sshipping and I received my items 2 months later. Thaat is a scam and a rip off!!! I want my money back. 

  Customer response

  03/01/2024

  Hi, I paid 116$ for Priority sshipping and I received my items 2 months later. Thaat is a scam and a rip off!!! I want my money back. 

  Customer response

  03/01/2024

   
  Complaint: 21281447

  
  Hi, I paid 116$ for Priority sshipping and I received my items 2 months later. Thaat is a scam and a rip off!!! I want my money back.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Place an order online June 2022. The package was return by postal service despite asking it to be redelivered. The package have been sitting at the postal office for the Merchant. Ive spoken to the company multiple times about the package and refund. They refused to refund me my money. *** spoken to the company that paid them on my behalf and they refused to refund me. On 06/13/22 I asked for package to be redelivered. I have included confirmation of that email too. Due to 12 hour shifts and travel with my job Im unable to make the postal office.

  Business response

  09/15/2022

  Hello,
  
  We apologize for your dissatisfaction with your order #******. I'd like to walk you through how we handled your situation. 
  
  June 4th- We received your order
  
  June 8th- The order was marked as: No Access to Delivery Location, Available for Pickup
  
  June 13th- ***** Reminder to Schedule Redelivery of your item, Redelivery Scheduled
  
  June 24th- ***** Unclaimed/Being Returned to Sender 
  
  June 30th- ***** Return to Sender Processed
  
  July 9th- ***** Arrived at Post Office
  
  July 15th- Customer reached out via Live Chat requesting the status of the package. Informed the customer it was returned to the sender and has not arrived to us yet.
  
  August 5th- Customer called to check on RTS package 
  waiting for package to arrive to us, she asked to speak w supervisor 
  Transferred.
  Spoke to Supervisor:
  I spoke to her and tried to explain
  She know the post office did not deliver her package and sent it back to us, she know is not our fault however she still was requesting a refund 
  she did not let me finish explaining the procedure when she said she will contact her bank
  
  August 26th- Notified by Afterpay customer filed a dispute
  
  September 15th- *********** to request information of why the return was never delivered/ no  delivery attempt was ever made. More importantly, if they can deliver it. 
  Case #**** Status: Pending response (2-3 Business Days); Request to have return to sender delivered
  We greatly apologize for your experience with Chic Couture Online. Once your return to sender arrives we will immediately contact you and process the package. At that time, you have the option to have the items reshipped to the same or different address, or cancel your order. Please allow time for **** to get back to us while we wait for your return to sender package.
  
  

• Initial Complaint

  08/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed order 413697 on August 3rd. This is the first and only order I've placed with them. The items came in a timely manner. The sizing was off by quite a bit. I returned one of the items, per their website's instructions, and never heard back. I've emailed them twice, called, and submitted an inquiry via their online form. Now, I don't have an item or a credit. Because of this experience, I can not call them a credible business. An ideal solution for me at this point is to have my money back.

  Business response

  08/23/2021

  Business Response /* (1000, 5, 2021/08/23) */ Order #XXXXXX return has been processed since August 20th. We sent the customer an email on that date (Please see attached screenshot) and we also replied to the only email we received from her (attached screenshot). The store credit is available on her account, the customer can place a new order any time. Unfortunately, according to our returns policy, we do not issue refunds. We also attached proof of how we were unable to locate any more emails by searching with her email address. Hope this helps. Consumer Response /* (2000, 7, 2021/08/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Business did reply to my e-mail after I filed this complaint.

*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. ↩