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:05/16/2025

  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.

  Date of Transaction 02/22/2025 paid $104 purchased a baby blue carry-on patented roller bag XL Sent a dispute as the bag was used one time and the handle broke upon initial use. Received a response on 03/26/2025 to email ********************************** and include images of the issue experienced. 03/26/2025 emailed ******* the image of the bag with broken handle. 04/03/2025 emailed ******************************************** that no response was received. 04/23/2025 submitted a dispute on the solepremise website informing i have not received a response and I would be filing a dispute with the BBB if the issue is not resolved.

• Initial Complaint

  Date:05/05/2025

  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.

  Ordered a luggage set on Nov. 20, 2024 which they took the payment *** recieves an estimated delivery date, after the estimated delivery date I message them an update and told me they were out of stock but took my money. After couple months later message them almist everyday for an update and keep telling me the product is still out of stock so I got tired of waiting and decided to just ********* order and give me a refund which they keep ghosting me. Finally after messaging them almost everyday the cancelled my order on April 9, 2025 but never issue the refund, they keep telling me the refund will reflect on my account within 24 - 48 hours, 4 days later still no refund and mesaage them again everyday and their always answer is they will let accounting know and get back to me in a few mins which they never did and start the same thing all over again the next day.

  Business Response

  Date: 05/05/2025

  Unfortunately, the customer's item went out of stock, and the restock has been unexpectedly delayed. We ensured the customer was kept fully informed throughout the process. Once the customer indicated they no longer wished to wait and requested a refund, it refund was issued. 

• Initial Complaint

  Date:04/14/2025

  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 bought a bag from Sole Premise during the holidays and the bag ripped apart my first time using it. Starting back on February 4th I have sent MULTIPLE emails about this to them and once I send pics of the bag I hear nothing back. THIS HAS HAPPENED ON SEPARATE/MULTIPLE EMAILS CHAINS. I was even told to email an actual employee, ******* ******, directly and she even never responded after I sent proof of the defected product. Soon as I sent pictures in every email chain I start I never received any further communication.

  Business Response

  Date: 04/14/2025

  We understand how disappointing it can be to experience an issue with a product youve purchased, and we sincerely apologize for any inconvenience this may have caused. At Sole Premise, we take great pride in the quality of our products, and each item is thoroughly inspected prior to shipment to ensure it arrives in perfect condition.
  

  Following the customers outreach in late February regarding the purchase from November 2024, our Customer Support team promptly requested photos to assess whether the concern was due to a manufacturing defect or general wear and tear. Upon reviewing the images provided, the damage appeared to affect the interior lining, resembling stress or pulling at the stitching.
  

  As outlined in our warranty policy, we offer a 90-day coverage period for manufacturer defects. While we understand this outcome may not have been what the customer was hoping for, we are still committed to offering a fair and reasonable resolution.
  

  We sent a detailed response on March 11, 2025, explaining our findings and presenting options for how we could proceed.

  Unfortunately, we have not received a reply and have been unable to move forward.

  We truly value your satisfaction and would love the opportunity to resolve this matter in a way that works best for you and still upholds our guidelines. Please dont hesitate to reach back out to our teamwere here and happy to help.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23201506
  
  I am rejecting this response because:

  March 11th was the second time I sent pictures to them. After that I received no such response. I reached back out on March 31st for a response and received nothing. Also, I didnt stress the stitching of the product as I didnt over pack it. This was also the very first time using the bag making me believe it was simply defective.

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

  Business Response

  Date: 04/16/2025

  As a company, we have a defined coverage period during which customers can report any issues related to product defects. In this case, the request was submitted outside of that specified timeframe.
  As outlined in our warranty policy, we provide a 90-day coverage period for manufacturer defects. This allows customers sufficient time to inspect their products and report any concerns. Additionally, our processing team carefully inspects all items prior to shipment to ensure they meet our quality standards.
  While we understand this may not be the outcome the customer is demanding, please know that we remain committed to providing fair and reasonable resolutions whenever possible.
  We truly value our customers satisfaction and would appreciate the opportunity to resolve this matter in a way that respects both your needs and our company policies.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23201506
  
  I am rejecting this response because:

   

  I in fact did reach out to you before 90 days. My original complaint was sent to you February 4th. I actually received an automated response saying you received it on February 4th at 2:30 pm central time. My order was confirmed on November 11th - order #*****. Thats means it was 88 days by the time I sent my original email. I only submitted multiple separate complaints because you never responded. 
  
  

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

• Initial Complaint

  Date:04/05/2025

  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.

  On or about 3/24/25 we ordered two bags, under the "Mystery Bags" sale. The site indicated we could send a message with our desired color which we did. We sent a message requesting an XL size bag in black and a Standard size bag in gray. We received the black XL bag, but the standard size was red. We tried contacting the vendor on 4/4 and 4/5 requesting an exchange for the red bag but have not received a response on how to go about the process. Their policy indicates returns and exchanges can be made within 14 days of purchase.

  Business Response

  Date: 04/07/2025

  The items in question were purchased through our Mystery Bag sale, where customers have the option to request a color preference; however, this is not guaranteed. The availability of colors for these discounted sale items depends on stock levels, and we were only able to fulfill one of the customer's color requests. Unfortunately, the second requested color was not available at the time of the sale.

  
  We also want to emphasize that the customer contacted us outside of our regular business hours, preventing us from addressing their concern immediately. All sale items are final sale, as clearly stated on our website, and we have made this information readily accessible for customers to review before making any purchase.

  The complaint in question is without merit. We have fully complied with our published policies and made all necessary information available to the customer. As such, we request that the ******************** dismiss this complaint immediately

  We also encourage this customer to purchase specific colors directly, as this guarantees that she will receive the color she prefers not an item labeled A MYSTERY BAG.

  We trust that this clarification will provide the necessary context to resolve the matter.

  Customer Answer

  Date: 04/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the business resolution to the complaint. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:01/16/2025

  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.

  On July 6, 2024, ordered hard case luggage roller set. Received estimated delivery of ***** July, 2024. Received partial order of 1 EA 20 inch and 1 EA 24 inch bag. Sole Premise stated *************************************** stock by ******. ****** came and went an no delivery of the bag. I sent a follow-up email on 9 September, 2024 inquiring about the delivery of the bag. Sole Premise responded on 10 September **************************************************** stock by the end of September. About 2 months passed with no communication from Sole Premise to let me know why it has not been delivered. On November 26, Sole Premise offered me a smaller bag in place of the bigger bag I originally ordered. I declined and requested a partial refund for the 28 inch bag that was never shipped. I have not received a refund or response acknowledging my request for partial refund. This is not how a business should conduct themselves.

  Business Response

  Date: 01/21/2025

  In the process of fulfilling the order, the 28inch roller unfortunately did go out of stock. 

  Our team reached out to customer to provide an update with a projected date was to when the item would be restocked.

  Unfortunately, due to unforscene circumstancess the arrival of the brand new items was delayed.

  We sincerely apologies for any incovenience this may have cause and will happily issue a refund to the customer. 

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising 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.

  This broker is a scam if only I had read about them before going into trade with them. ?? they keep telling me to deposit more of my funds.. After I read about them and concluded and decided to reach out to Mrs. ****** after I read so many reviews on how She has helped a lot of victims. Well, I am glad ****** was able to help me recover my money. You can get in touch with them on their company mail Email: harperjamesplatform @ gmail com

  Business Response

  Date: 01/21/2025

  After reviewing the complaint, we believe there may be a misunderstanding, as the company mentioned in your review is not involved in the issue youve raised. We take great pride in delivering high-quality service and resolving any issues promptly, and we are confident that this particular matter lies with a different organization.
  We respectfully request that this review be corrected, as it inaccurately reflects our business and may cause confusion for other customers. We would greatly appreciate it if you could update or remove your feedback accordingly. If you need any assistance in clarifying this matter, please dont hesitate to reach out to us directly.
  We value your understanding and cooperation in ensuring that reviews accurately reflect the experience with the correct company.
  Thank you again, and please let us know if we can assist you further.

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair 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 purchased a bag from sole premise in the beginning of November. I returned the package without opening it. Last time I spoke with anyone they said that they have on file the received package and will send a refund. I have not received any refund and can not get a reply from anyone. I emailed 3 different people from support and got no reply. I try to message on Instagram. And even though it says that they read all the messages I sent. They still didnt reply. When it comes to buying they are quick to try and sell including blowing up my phone with messages every day about the new sales. But when it came to getting a refund. I get absolutely no reply. This is not the first time I purchased a bag from them and had an issue. I thought I would give it another chance since the bags are actually decent. Big mistake. The sad part was I actually wanted to do an exchange for a baggage set that was double the price for my girlfriend as a Christmas gift even if it cost me more. But Christmas is in a few days and that wont be possible. The communication is horrible and very shady. I have already opened up a few disputes with my credit card company and others.

  Business Response

  Date: 01/21/2025

  We are sorry to hear that you had a negative experience. Upon reviewing your order, we found that the item was purchased using a specific promotional code, which unfortunately made it ineligible for a refund, as per our policy.
  However, as a gesture of goodwill, we issued a store credit via a gift card, which was sent to you via email in December 2024. We believe the matter has already been resolved, but if you are unable to locate the gift card or need it reissued, please dont hesitate to contact us, and we will be happy to assist you further.
  We kindly ask that this complaint be reconsidered, as the issue has been addressed, and we are committed to ensuring your satisfaction.
  Thank you for your understanding, and please feel free to reach out to us directly if you have any further questions or concerns.

• Initial Complaint

  Date:10/18/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 order online on August 29th, that had an estimated delivery of September 9-12th. I was charged in full on August 29th for this order. I followed up on September 11th to get an update on the order, as I had not received a tracking number or shipment notification. They responded via email saying the order items I ordered were sold out and tried to offer me a different item instead. I rejected the option to have a different item than the one I ordered, and when asked when the item I ordered would be back instock I was told I would receive my order by the end of September. It is now October 18th, I have followed up with them 3 more times since our last communication and have received 0 response. Again, I do not have my order, they collected my money in full despite 0 fulfillment.

  Business Response

  Date: 10/18/2024

  We sincerely apologize for the inconvenience. Due the Hurricane and Port strikes the item the customer ordered have not been available to fulfill. The customer has been informed of this unfortunate delay. Here at Sole Premise, Our mission is to get the product delivered as efficiently as possible. However,it's impossible for us to control shipping since this is something our shipping partners handle. We are working diligently to get this rectified, again we sincerely apologize for this unforeseen delay. 

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22440507
  
  I am rejecting this response because:

  While I understand a business cannot control outside factors that cause a shipping delay, they can control their communication. Those listed factors were not communicated to me until AFTER I sent 3 follow up emails and several weeks after the promised delivery date passed. I have not been given an updated expected delivery date or any further information outside of what was listed in their response. My money was collected in full almost 2 months ago for an ecommerce purchase that was not fulfilled and has shown no signs of being fulfilled anytime soon. I have not been offered a fully refund and the communication has been lacking and unacceptable. I need to have my bags shipped with a tracking number by October 25th, or I need a full refund. And I need constant communication from Sole Premise regarding the resolution. 
  
  Sincerely,
  
  Ganiyat

  Business Response

  Date: 10/21/2024

  We completely understand the customer's frustration, and we sincerely apologize for any inconvenience caused. Unfortunately, during the time mentioned, our offices were closed due to the aftermath of a hurricane.
  As soon as we were able to resume operations, we promptly updated the customer on the unforeseen delays caused by weather conditions and port issues, both of which were beyond our control.
  Our primary goal is always to ensure that the customer receives their product as quickly as possible. However, with this particular order, there were several external factors that have impacted the timeline. Unfortunately, the item will not be available until late November or early December.
  We fully understand that this may not be what the customer expected, and we are truly sorry for the inconvenience. If the customer wishes to seek a refund, we are more than happy to work with them to resolve this matter to their satisfaction.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22440507
  
  I am rejecting this response because:

  The timing of November/December does not work for me and the purpose of this order. I would like a full refund.

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

  Customer Answer

  Date: 11/05/2024

  Hi- I have not received an update regarding my refund from the company. My concern is they are ignoring this issue and keeping my money, despite no goods being received and no resolution on this matter being reached. 

• Initial Complaint

  Date:10/10/2024

  Type:Product 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.

  Purchased this bag on 9/11/24 and it was supposed to be delivered 9/14/24. I received an email on 9/15/24 from the company saying it was in back order and will be in by 10/01 I informed them I needed the bag before that date. I asked for a refund and filled out the refund form several times. I didnt received a response until 9/23/24 saying I would receive my refund back to my original form of payment within 24 to 48 hours. I never received the refund and I have reached out to them several times thru email and social media and no one will respond.

  Business Response

  Date: 10/18/2024

  Refund was issued. 

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22406984, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Rikita Thames

• Initial Complaint

  Date:07/29/2024

  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.

  On 7/18/24, I ordered a luggage set from SolePremise, which consisted of a commuter bag and a truffle bag for ****** dollars, with a discount of ****** dollars. That brought the price to ******. I received a email on 7/22/24 saying my package was on its way. On Friday, 7/26/24 I received the package, but there was no commuter bag. It was the truffle bag only. On the receipt in the box it was written, commuter bag out of stock. Seems if they were out of an item, they would have contacted me before sending a partial order. But they sent the order with no explanation or refund possibilities. *** tried calling, leaving messages with no response. *** also tried several emails, with no response. This is a horrible way to do business. Poor customer service!!!

  Business Response

  Date: 08/13/2024

  Customer has received both items.

  Customer Answer

  Date: 08/13/2024

   
  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,
  
  *******************