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:12/14/2023

  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.

  July 4, 2023 Sent online inquiry using Contact Us feature on website to inquire about custom colors for the Black Lace Tule Jumpsuit listed on oyemwen.com. My intention was to wear for my elopement in mid-October and I wanted to have my attire in hand in advance. July 5 Received an email response saying the item is customizable. The cost would be $595.July 6 Sent an email response with description of the colors that I wanted and even included a picture to show colors that I am seeking. We discussed the size needed. I was told an invoice for the custom item would be sent.July 7 An invoice for the custom jumpsuit was sent to me and I placed my order. I paid using AFFIRM. I received my order # (*****) from Oyemwen and confirmation of purchase.September 20, 2023 I sent an email inquiry concerning my order status. I sent a copy of my order confirmation from Oyemwen.September 25, 2023 (attaching entire email communication)I received an email response saying that they would look into my order. They also asked if I needed this by a particular date. This response was not comforting and led me to believe that my order had never been started.I did not get a response from my last message.November 3, 2023 I sent an email to follow-up on why I still did not have my jumpsuit after an additional 6 weeks. I also did not get a response to having a piece of fabric mailed to me for color matching. At this point, I asked for my money to be refunded.November 6, 2023 I received an email response saying that after 4 months, my jumpsuit was being worked on and would arrive in December and I could not cancel the order.December 14, 2023 Just weeks before the holidays and I do not have my order nor a swatch for color matching. I also did not receive any shipping notifications to let me know the item was on the way (my initial order last year gave a shipping notification). I really want a full refund. 6 week after being told no about a refund.

  Business Response

  Date: 12/20/2023

  *************************** purchased with us on july 7, 2023. She purchased a Custom made lace jumpsuit. This  garment was ordered in a custom color specifically for her elopement next year. We were happy to oblige as this is Ms. ******* second purchase from us. During customization via email she alerted us of her color specifications. Though we dont carry the specific style in the color she chose, we were happy to source fabrics to match her specifications. Because we are sourcing these specific colors only for ****************, we unfortunately didn't have sample fabric swatches to provide to her. This sourcing process of these special color fabrics normally takes time and we alerted **************** of the duration of time and assured her that she will receive her garment by December. I completely understand the heightened anticipation especially for such a special occasion. However she specifically said she would need to have it in December. Her custom jumpsuit is due to ship and deliver by this month (December). The timeframe she provided (to receive by December) allowed for us to properly source the fabric and specific colors she needed. Once shipped (by December), a tracking number will be provided and emailed to ****************. We do hope to continue to serve **************** in the future and continue to be clearer as to how long everything takes. Thank you
  

  Customer Answer

  Date: 01/08/2024

  On Decmeber 14, I filed an initial complaint against this business. #******** is the claim number. At that time, the business promised to remedy my complaint by having the garment to my business "by December". The garment was overnighterd on 12/28/23 and delivered on 12/29/23 (initially order in July 23). I am in the process of moving so did not retrieve the package from my apartment's package locker until December 30. I opened the package just a moment ago and see that only a portion of the garment was sent (tulle skirt). The main jumpsuit piece is missing. I did not have any email message making me aware of the garment and tracking information. I was denied a refund in Novemebr and the response to my previous BBB complaint was my garment would be sent "by December" (even though my complaint was made in December). I would like to return this tulle skirt and get a full refund since this order has never been properly handled per the stores policies listed on their web page. Policy says garments are started immediately and to allow ***** days processing time. I was patient and allowed twice that time before initially reaching out in September. At that time, I should have been told that there was an issue. Instead, I am here on the last day of 2023 without a full garment.

  Business Response

  Date: 01/11/2024

  We specialize in making custom-made garments. We are able to customize the color and fabric for all the garments listed on our website. Depending on the style customization does take a some time. This is the case for Destinys garment. When she placed her order, she alerted us that she needed it in mid-January ****. This allowed us enough time to source the fabric and customize the jumpsuit specifically for her. as of today January 11, **** her jumpsuit has been shipped and delivered to her before the time that she alerted us she needed it. Because of the custom nature of the garment we are unfortunately unable to offer a refund.

• Initial Complaint

  Date:04/25/2023

  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.

  I ordered a jumpsuit with tutu skirt based on a picture I saw online but I wanted black. I sent the specific pictures and she agreed to the color change and design. I paid the $670 and received a totally different design. She had the pictures to refer back to...the material was different and design than pictured. I sent what I wanted and sent made and sent what she wanted not what I asked for. This outfit was for a sneaker gala I was being honored and I had to buy a dress w/rush shipping from FashionNova 2 days before my event. I wish I did that in the 1st place at this point after my experience. I kept open communication so if at any point there were questions, she should have asked. I asked if I could come for a fitting, she stated she is not currently doing in-person fittings because of Covid, fine. I trust my seamstress who did my measurements so I was ok with the no fitting and if I needed adjustments I could go to her locally. Unbeknownst to me how ever when I received the garment it was a totally different design than we discussed. I emailed her and she replied summed up that is what you order. I replied with our email conversation and stated no its not and she never emailed back. I then filed a dispute with PayPal. She can have this garment back and I want my full refund. There is no protection for consumers where these sellers take our money, and we are stuck with something we didn't ask for and its documented what we requested and paid for. I did not receive what I requested nor what I paid for. The seller did what she wanted to do. If at any point she could not or would not deliver what I requested she should have advised me so I could make a decision if I move forward or not. we corresponded and agreed on design and color before I ever paid her therefore, she had time to say I will not be able to do what you requested but this is what I can do. I would have told her no thank you and didn't pay for something I didn't want, could not, and would not wear.

• Initial Complaint

  Date:03/07/2023

  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 placed an order for the mauve power suit on July 11, 2022. At the time of my order, the expected processing/delivery time was 2-3 weeks. I reached out to the business on September 18, 2022 because I had not received my order or any update on the status. I paid a total of $415 for the item and my order number is #*****. I received the following response on September 18, 2022: "We apologize for the delay in completion of your Power Suit. Construction is still in progress. However, to avoid waiting we are able to expedite this color asap. Are you open to this style below in **** or hot pink?"I was not interested in another color and asked for a refund if my order could not be fulfilled. To this date, I've reached out numerous times to request a refund or update on the status. I was told that the fabric is delayed. This is deceptive to customers since the item in the same color remains available for purchase on their website with a ***** day turnaround. **************************************************************************************************** It has been 8 months since I've ordered the item and I would like a refund because there is nothing to indicate my item will be available anytime soon. The company is taking consumers hard earned money but doesn't have the material to fulfill the orders in a reasonable timeframe. No effort has been made by the business to take the initiative to inform its customers of the delay in processing. 8 months is an unreasonable timeframe to hold onto $415 with no concrete timeline for when the item will ship. If the fabric/color is not available, the item should no longer be listed for sale on the website with option for expedited service.

  Business Response

  Date: 03/13/2023

  We would like to express our sincerest apologies for the delay in the delivery of your order. We understand how frustrating it can be to wait longer than expected for a product to arrive, and we want you to know that we take full responsibility for this inconvenience.

  
  While we have made every effort to expedite the shipping process, we regret to inform you that we were unable to meet the original estimated delivery date. However, we did offer alternative options to ensure that your order was shipped as soon as possible.

  
  We also want to address your request for a refund. As stated in our Terms and Conditions, our garments are custom-made, which means that they are specifically tailored to your measurements and preferences. Unfortunately, this means that we cannot offer a refund for your order.

  
  Please know that we value your business and are committed to ensuring your satisfaction. We hope that you will accept our sincere apologies and continue to shop with us in the future.

• Initial Complaint

  Date:09/27/2022

  Type:Delivery 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.

  My complaint is the same a most others with this vendor. On July 11, 2022, I placed an order for a dress that was $399, the next day I asked can they sew up a slit, they responded on July 12, 2022 asking if I wanted to pay more, I responded on the 13th indicating that it could be left as is and later the same day cancelled the order. The company said they could not change the order because it was custom made. However there was no verification of the nature of the order until I confirmed whether or NOT there was an approved alteration on the 13th and I canceled the order. i like others have found this vendors merchandise for significantly less and with the same models as on her website. Go to xpluswear.com and compare it with oymenwen.com and you will see the same merchandise and models. I filed a challenge to the order with ****** who only upholds the vendors policies, which she seems to change constantly based upon the nature of the complaints she receives. She also purports her merchandise to be custom made when in fact, the 14 day time frame is in order to receive the products from china where the items come from premade. I then offered to change the order to another item and she refused to change the order. I then offered to keep the order but change it to two other items and again she refused. I find this vendor to be inflexible and dishonest. Most states offer a 2-3 day cancellation period, she refused to cancel the same day. She is not doing custom work, but selling items from china. I am open to settling the matter via an exchange, but if she is willing to send me Black lace skirt set for $190.00 USD Size:XL and Style:Orchid Orchid Hi-SlitCustom made Purple sequins orchid skirt set for $190.00 USD. If not I would like a refund.

  Business Response

  Date: 10/05/2022

  ******** placed an order for a custom garment. Our garments are custom made to order, we cut the garment, purchase fabric and start construction once we receive an order. This process starts immediately after an order is placed, hence we dont offer cancellation. For this reason we mandate that all our customers read and acknowledge that they are aware of the process at checkout, prior to submitting their order. We believe in transparency and we want to serve our customer not only with a beautiful garment but also knowledge of how the process works prior to them ordering. ******** placed an order online and she signed the agreement to acknowledge her understanding of the process on July 11th 2022. 
  On July 12 we emailed her to alert her that her request for adjustment to the original design does incur an additional fee. We asked her if she would like for the fee to be invoiced directly and she alerted us that she no longer wanted the adjustment and wanted to keep the garment as-is. Our pieces do require a pattern. The reason for additional fees to make alterations to the original design is because a new pattern has to be made specifically for her garment and this will in turn incur a fee. On July 13 we received a notification from ******** to cancel the order - the next day we responded with the link to our terms and conditions for her to review again and to restate our policy on cancellations. Weeks and weeks went by with us clarifying and explaining this at length. We explained that at the time of her request to cancel this order we had already begun construction and would not be able to proceed with a cancellation.
  
  In her complaint ******** has indicated that this particular garment is not custom-made. Here is a direct link to this product listed on our website. In the name of the garment we have indicated that this dress is custom, it is listed as custom birthday dress so not only is it indicated in the name of the garment but is also listed in the description of this garment. While to most people this will seem redundant, to us we are wanting to be as transparent as possible and to make sure that everyone that purchases understands the custom nature of this garment. 
  
  
  https://oyemwen.com/products/custom-birthday-dress
  
  
  Every single design on our website is an original custom made piece. We shoot and publish all our images. We own the rights to all images listed on our website. We custom make and design every single piece. These are our images. As a small female owned black designer, I am subject to other companies stealing my images and falsely advertising my designs as knock offs. We as a company have been victims to this practice in the industry. It saddens us that we are being blamed for something we have absolutely no control of. With these  companies we have attempted to not only take legal action against them to stop the false advertising but we are faced with the fact that they are not based in the US and US laws are impossible to enforce overseas. 
  ******** has mentioned that she has found knock offs of our original design on other websites and is proceeding to punish us for something that we have no control of. Shes proceeding to not only buy a knock off of our brand but also blaming us for this practice.
  

  ********* initial attempt to file a claim with Affirm (who is a third-party processing company for a loan to purchase this garment) failed because once all the facts were reviewed it was determined that we were not only transparent but our policy should be upheld because we have treated her very fairly. If a third-party was able to look at our policy and also what she agreed to and find out we were in compliance with everything we have done so far we believe this speaks  volumes. 
  We have been accused of being dishonest, not flexible and to sell items that are not original to us. We have been completely transparent not just based on her interaction with us via email but also with the information that is clearly listed on the website and which she agreed to at the time of purchase. We were asked by ******** via email to break our policy, and if not she would proceed with filing claims to harass us, and we were able to clearly indicate to her (again referring to the agreement that she signed) that while she is within her right to proceed with any action she deems necessary, based on the agreement if we have treated her fairly based on our policy then we are not going to succumb to threats. We are unable to offer a refund - again we have to refer to the custom nature of the garment and how transparent we have been not only at the time of her purchase but also for weeks that have followed.

  Currently ******** is still requesting as of today October 5 2022 to now exchange the garment which she has in her possession for a different size privately via email but has also filed a claim here for a different style for us to send her something completely different. With all the inconsistencies we find it best for us to not only uphold the original agreement that she made at a time of purchase but also to not offer a refund.

  
  

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18138049
  
  I am rejecting this response because: the owner has constantly changed their policies and the fact that I am complying with her policy regarding the exchange means that she wants me to retain ownership of a $400 dress that doesn't fit. 

  I have informed her that I am willing to drop my complaint after I receive a garment that fits. I do understand that she is subject to knockoffs, however if she spent the energy fighting to protect her brand the way she fights her customers for simply wanting to receive what they purchased, she might not have as many complaints.  She however has refused to comply with even her OWN exchange policy BECAUSE I filed a complaint. 

  I find this malicious, capricious and vindictive.   What I want is an exchange for a garment that fits and I am willing to drop the complaint.   I am also a Black female owned business and as an attorney, had I behaved the way she does with out  a phone number or having an absolute NO refund policy, I would be disbarred. 

  This is her refund policy,   nowhere does it state that if you file a complaint,  I will not follow my own policies.  So at what point is this business violating the law? 

  https://oyemwen.com/policies/refund-policy   Construction begins immediately after purchase - hence we cannot offer refunds or cancellations. Well gladly accept unworn, unwashed, merchandise purchased from Oyemwen.com for size exchange only. Eligible items (custom made to order styles) received at our warehouse within 14 days after delivery, will qualify for Store Credit only. This applies to all orders immediately after purchase. Please note: For styles not displayed, and colors selected from the color chart on our website which are created specifically to order, we are unable to offer exchanges or refunds. Original shipping fees are also non-refundable and hence not included as part of the store credit. Exchange shipping is $40 which covers shipping back the original garment and receiving the new garment. A prepaid label will be provided for the return. Please note: construction time for a size adjustment can take ***** business days.

  I paid the $40 and she refunded it in refusal to accept and adhere to her own policies.   I have already mailed the dress back before receiving her response. 

  Again, if she exchanges the dress, I will drop the complaint  or you can mark it as resolved when I receive my correct fitting merchandise. 

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