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:07/29/2024

  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.

  Buyer beware!! I placed an order on May 27. Today is July 26th. I have not received my order. I have contacted the company 5 separate times via email and text. I receive the same response every time, that they apologize, there was an issue and they will ship immediately within 2 days. My first contact with them was back on July 4th. A few weeks later I wrote a bad review on Trust Pilot and they replied by lying and saying they emailed me. They did not. Still no product. I want my money credited. This is for order # ***** $157.94. I believe they have no intention of fulfilling my order and that they are a scam company.

  Business Response

  Date: 07/30/2024

  Dear *******************************,
  
  We sincerely apologize for the inconvenience and frustration youve experienced with your order #*****, placed on May 27. We understand that despite multiple communications, your order has not been resolved to your satisfaction.

  A system glitch caused an unexpected delay in fulfilling your order. We deeply regret that this issue was not addressed sooner. To resolve this, we are issuing a full refund of $157.94 to your original payment method. The refund should be reflected in your account within 5-10 business days.

  At Aria Lattner, we strive to provide excellent customer service, and we are committed to addressing the shortcomings in our order fulfillment and customer service procedures to prevent such issues in the future. As a small, family-operated business based in ******, *****, our team of three is dedicated to improving our processes and expediting order deliveries.

  Thank you for bringing this matter to our attention, and we hope to restore your confidence in our company.

  Best regards,
  ***** Lattner
  Aria Lattner

• Initial Complaint

  Date:06/07/2024

  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 have tried contacting business several times over the last 2 weeks with no responses from Orders that are missing and orders charged to the wrong card.No one answers emails or text messages and there is no way to ever get ahold of anyone to update or cancel an order or even speak to a person if there is an issue. I have emails and text messages all left unread for issues I needed them to handle 2 weeks ago. Now I have their website saving cards into the system that I have never saved into my phone before and updating billing information on its own. Their web page has somehow saved information I have never saved to their account before and changed itself from now and my orders last year. Absolutely no one has tried helping me with any of the purchase issues that I have had and now I have it charging cards I havent even authorized or saved into there account. There is no way to cancel anything on my end through this business. Once you start a transaction with them you are basically stuck. There seems to be no true monitoring of their business for customers. I have never had a company ignore me for this long over serious issues. I have literally only tried contacting them to have them fix a shipping issue and cancel an order that went to the wrong card and they will not respond to any of it. I dont even know how many times they have charged the wrong card as their web page basically made me finalize purchases when just trying to get to my checkout information.

  Business Response

  Date: 06/17/2024

  Very sorry about our delay in getting back to you, *****!  I have sent you a direct text message.  Your order has been refunded and I also sent a gift card for the trouble!   Just as an FYI, our website runs on Shopify; if you have a Shopify account, then Shop Pay may store your payment details, but we as the website have no access to those. 

  Customer service is paramount, and I apologize again for our miss, here!  If there is anything else we can do to make this right, please let me know!

  Thanks,

  ***** Lattner

• Initial Complaint

  Date:10/24/2023

  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 8/31/23 I ordered 2 clothing items from Aria Lattner. The cost $279.79. When they arrived, I tried them on, but they did not fit correctly for my frame (they are one piece jumpsuits). The bottom was uncomfortably tight and the top too loose. The tags are still on them and I tried them on twice for a few minutes each time. I sent them back after getting approval from them to return the items (!interesting!) on 9/25/23. They received them on 9/29/23. They said to give them 15 business days to process the refund. It is 10/24/23 today and the refund has not been processed. I sent them an email to inquire about it on 10/20/23 and received an automatic reply encouraging me to check their FAQ and to reply directly to that automatic message if I had further questions. I have sent 2 more responses to that email with no response from the company. It is beyond 15 business days. I want my money refunded. That's it.

  Business Response

  Date: 10/26/2023

  Hi there ******,
  Thanks for following up on this, and we are so sorry for the delay!

  According to the tracking link, **** claims to have delivered your return package back to our address ? unfortunately, we haven't actually seen it in person at our facility. Given how long it's been since we've received any updates on its status, it appears your return package has been lost in transit... ??

  
  We are truly sorry for this inconvenience! Although it is rare, we have noticed an increase in **** shipping delays & postal errors this past year. Nonetheless, it's clear that you did intend to return your items, so of course we're happy to honor your return request.

  
  We've processed your refund to your original payment method on file. You'll receive a separate confirmation email to ***************************** with your refund details. (Please allow up to 5 - 10 business for your payment provider to post the refunded balance to your account.)

  
  We sincerely apologize again for the inconvenience. Please know this is not the experience we ever want to offer you... so to thank you for your kind patience & cooperation with us, I'm also sending you a $10 digital gift card! You'll receive a separate email with your redemption code shortly. ??

  
  In the meantime, please let me know if you have any other questions. Thanks for your support for our small family business, ****** ? we truly appreciate you!

• Initial Complaint

  Date:06/06/2023

  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.

  The company shipped me the wrong size. My daughter had cut off the tag from the garment before realizing it was the incorrect size. We can put the tag back on but I told them Id do what I could to prove the incorrect size. They asked for tape measurements which I sent. Ive re-messaged them with no response. If they are on vacation of sorts please have an Automator as currently I feel Ive been ghosted.

  Business Response

  Date: 06/06/2023

  We responded to this customer on 6/5/23 at 6:56 PM CST and we did not receive a direct response from her. Instead we received this BBB complaint claiming that she never heard back from **, even though we had already responded both via email and text message.

  The customer ordered a size S item and claimed that we sent her a size XS instead. Because she already removed the size tags from the product, we asked the customer to send photos of the measurements of her item in order to visually identify the size of the item. Upon verifying the measurements provided in the photo & video evidence, we determined that the correct size S was sent.

  As per our Return & Exchange Policy, we typically require items to be in brand new condition with original tags still attached, so her item no longer met the guidelines to be eligible for returns or exchanges. However, in an effort to resolve her issue, we offered to make an exception for this customer and exchange her item for a larger size since her original complaint was that it was too small for her.

  Customer Answer

  Date: 06/06/2023

  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. They did finally respond after I filed a complaint as they never responded last week when I tried to work with them.  Thank you for your help.
  
  Regards,
  
  ******

• Initial Complaint

  Date:03/13/2023

  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.

  They keep saying they refunded but my debit card, but my credit union says never received my funds. They keep sending me pic saying they refunded a card but the last 4 of the card number isnt showing. I feel like they kept my money after I canceled my subscription and never received my product.

  Business Response

  Date: 03/16/2023

  This customer contacted us to cancel her subscription service with us on February 2. We cancelled and refunded her account on February 2 at 8:55 PM CST and send her a refund notification via email (see attached for order timeline). The funds were successfully deducted from our business account.

  She contacted us again on February 6 to let us know she had not received the refund to her account. We advised her that many payment processors take up to 15 business days to post refunds, and we resent her refund confirmation via email again to assure her that the funds were disbursed (also included in the attached order timeline).

  When she contacted us again complaining that she was still not seeing the refund on her account, we let her know that unfortunately since the funds had already been deducted from our account, we were unable to assist her any further in investigating why her bank was not showing the posted refund. We did advise her to submit a chargeback to her credit card company, knowing that if they did not receive the refund as they claimed, she should have no problem winning a chargeback on this purchase.