ComplaintsforGrace and Lace LLC

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have ordered many items from Grace and Lace clothing company over the years. Seeing them on Shark Tank built their credibility in my eyes and at first, I could justify spending the money as they are a bit expensive. I purchased a shirt a year ago that came with a hole in it so the company did replace it. I was wearing the shirt a couple of weeks ago with sleeves rolled up and when I went to pull down my sleeve, I heard the fabric rip. Clothing at this price point should not be this lack of quality. The clothing has gone downhill. When I have asked questions or reported an issue with fabric, the company deletes my comments and reviews from their site and ******** pages. I feel this is a major red flag that they will not own up to or allow consumers to warn other consumers about issues with their products. I know that other consumers have had the same experience as me either complaints or concerns because they have commented to me in private message about their experience and that they too were considering not ordering from the company anymore.

  Business response

  12/06/2022

  Hi ****, thank you for reaching out! I'm sorry for the issues you've had. I've looked thru our social media and could not find a record of your comments. We try to keep our posts positive, so from time to time if we feel negativity brewing, we do ask customers to take their concerns to ************* instead. Product reviews are also a great avenue for sharing product concerns for all to see. We  looked thru our customer care records and could not find an email from you regarding this product. The last time we see you ordered shirts was in the summer of 2021. We cannot guarantee the wear and tear of an item that has been used for that long. There are a number of factors that could cause the quality to diminish by then. to A refund for an item that age is far beyond our policies.  However, if you'd like to reach out to our customer support and submit a damage report for review we could then give some options.

   

  Warmly, 

  Grace J

  Customer response

  12/10/2022

  Complaint: 18461789
  
  I am rejecting this response because:
  I have my customer record that I originally ordered the LONG SLEEVE shirt in October 2021 and had to return it when IT CAME WITH A HOLE. I did not wear it everyday...probably once or twice after it was replaced IN NOVEMBER 2021. To say it was a summer purchase of 2021 is an error. While that still shows that a year has gone by, if you can't say your product can withstand use for 2 consecutive seasons (I wore it twice this Fall including the day the sleeve ripped) means you shouldn't be selling it or charging that much for it. I literally had my sleeve scrunched up which I do ALL THE **** with other shirts. I pulled it down and it ripped. That is ridiculous. It wasn't like I mistreated the garment. The fact it showed up to my home WITH A HOLE WITHOUT ME EVER WEARING IT speaks to problems with the garment, the make, or the fabric. So, I am one unhappy customer that is never buying clothing from Grace and Lace again. I cannot trust that it is a good investment. The resolution offered is not good for me and I am not dealing with their customer care to dispute this.
  Regards,
  
  *********************

  Business response

  12/29/2022

  I apologize this result is not satisfactory for you. The best I can I offer you at this point is to fill out a damage form for our ************* Team to evaluate. After that is reviewed, perhaps we could reach a better conclusion for you.
  
  Warmly,
  Grace C. Tell us why here...

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of shoes. They came.. they are not as pictured. I requested a return, they told me it's not their problem and that they will be charging me for the return.. even tho they sent an item that is not as pictured.

  Business response

  01/24/2022

  Hello! I'm sorry the shoes were not as you expected. We were unable to determine a defect from the picture you shared. Our customer care reached out to let you know they are eligible for a return, and if you go thru our return's portal and select store credit, you can have a free return label. Please let me know if there's anything else I could help with.

   

  Warmly, 

  Grace C.

  Customer response

  01/24/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  Need a total refund as it is now past the date that the item was needed and there hadn't been a resolution to an item that is not as described. I have no need for store credit and that is not satisfactory for an item.
  
  Regards,
  
  
  *************************
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company and received notice by **** tracking system that it was sent out on 9/24/21. Per the tracking it was to arrive by 9/27/21. I was notified on 9/27, 9/28, and 9/29 by tracking that the package was still in transit but delayed. There have been no further updates to the tracking since 9/29/21. I have since spoken with a **** representative 4 times. Yesterday, 10/6/21, a **** representative called me to inform me that the package is considered lost. She advised me to contact the company I ordered from since in addition, they did not insure the package.. I did so, and gave them all the information that I just stated. Grace and Lace is refusing to credit me the approximate $170 or resend my order. They state they are not responsible for packages they send out that are lost. Since they did not insure the package I will only be able to file a claim with the **** for $50 as this is what Priority mail is automatically insured for. That will be a loss of $120.

  Business response

  10/18/2021

  I'm so sorry for the issues you had with your order. Shipping companies have experienced a lot of delays recently. I do see your package has finally been delivered! Please let me me know if there's anything else I could help you with.

   

  Warmly, 

  ******

• Initial Complaint

  07/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchase was made on 5/21/21 and purchased a top for $43.00. I sent it back within 30 days due to it did not fit right. Order #****** & Return Ref.# ******. I wanted a store credit... they are claiming that the shirt has a smell. I tried it on once and sent it back. I never wore the top and had even showered before trying it on, so I had no perfume, etc. on. They are saying I will have to pay $6.75 to have it shipped back to me or they will donate it. I will be out $43.00. There is nothing in there return policy that says anything about smell. Only that you cannot wash it, or wear it. I have tried responding a couple times to them arguing this. Never have I had this with any other online store. I know of many other customers that are having this same problem. We have no way of knowing if they will donate it or just re-sell it. This is not good customer service.

  Business response

  07/12/2021

  I'm sorry for your experience, ******. In our policies we indicate items must not be altered in any way. A scent that cannot be removed violates this policy because the item is unsellable. We would never re-sell an item we have said we cannot re-sell. I see that we were able to resolve this matter for you and do hope you find the resolution satisfactory.
  
  Warmly, ***** ****

  Customer response

  07/12/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the only reason I accept the response is due to they have in the meantime responded back to me and have given me a full refund already for my purchase. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  07/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 15th I sent back a clothing item that I purchased from Grace and Lace one week prior. I had purchased this particular item in two sizes and sent back the non-preferred size immediately after trying it on. The return was initiated using their online returns portal and was within their policy. ***************************** refused to accept my return, claiming it had a "scent" that resembled coconut. The garment was tried on for a total of 30 seconds after showering and there was no scent on the item when it was received back by me after the company refused to accept the return. I received an email April 1st where the company indicated that it violated their return policy and was defective due to this "scent" and I could pay to have it sent back to me. Nowhere in their return policy does it say anything about scent on clothing and most of what I buy from them has an odor as well. Several other customers have also recently indicating having the same issue, on their ***************

  Business response

  07/12/2021

  I'm sorry for your experience, *****. In our policies we indicate items must be in brand new condition. A scent that cannot be removed violates this policy because the item is unsellable. We did send this item back to you in April at no additional charge. We do hope you could understand this policy and accept the resolution.

   

  Warmly, Grace ****

  Customer response

  07/12/2021

  Complaint: 15632006
  
  I am rejecting this response because I am fully aware of the policy and how it states that the item must be new.  Trying on the item and then immediately sending it back does not make it no longer new.  There is nothing in the company's return policy that says it cannot have a scent.  I buy a lot of clothing from this company and would say that at least 75% of the products I receive have a scent (mustiness, sometimes chemical smell on denim items in particular).  I do not send them back because I wash everything before I wear it.  If I were to hold Grace & Lace to these same standards, I would be returning almost everything I purchase and would I then be denied my right to return the items because they "have a scent" that was caused by their factories or where their products sit in containers on the ocean for long periods of time before reaching the ** ports?  When I received back the sweatshirt in question, there was no scent that was detectable at all.  I let 4 different people smell it and no one could smell anything.  I was able to re-sell it thankfully but ended up losing money because of this ridiculous policy.  I was fine with it in the end, but upon seeing that this same issue is happening to many many Grace & Lace customers, after someone posted about this in one of their resale groups, I became disheartened and distrustful of this return policy.  It appears as though the company is responding to hundreds of customers with this same response and denying their returns of brand new merchandise.  As an online only company, many of your customers purchase two sizes of items because we cannot have the opportunity to try on the items before purchasing.  Given this new policy of Grace & Lace, many of us feel we can no longer safely do this and will no longer be able to purchase items we are not sure about, for fear that we'll be stuck with the item or have to lose money reselling it if it doesn't work for us.  Sizing is incredibly inconsistent with this brand, which makes it even more difficult if we cannot trust a company to have a reasonable return policy.  This copied and pasted response that was sent to multiple customers is what caused me to go forth with this complaint.  I love Grace & Lace and their clothing, but couldn't let this go as it impacts not only my purchases but those of many others as well.  Building loyalty with your solid customer base is incredibly important for you to survive in this competitive clothing business.  The customers you are denying returns to are people who spend thousands of dollars with your brand.  Is this really the road you want to take?  Eventually we will all spend our money elsewhere.

  
  Regards,
  
  ***********************

  Business response

  07/28/2021

  *****, I do think you bring up several fair points. I have set a meeting with our leadership team to discuss this policy further. Thank you for your feedback!

*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. ↩