Complaints

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• Initial Complaint

  Date:04/30/2024

  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 March 1, 2024 I ordered $175.08 worth of merchandise from Modest Molly (MM).
  I used Shop Pay to place the order.
  Because I use Shop Pay for my businesses, it spit up a different mailing address and I didn't notice until I was waiting for my order to arrive.
  Then I noticed it was delivered to the wrong address.
  I contacted MM on March 5, March 6, March 11, and reached out through Shop Pay on April 29.
  MM has refused to offer a refund or replace the items.
  This is very shocking to me as a business owner myself who has replaced items sent to the wrong adress many times and has received much better customer services in similar circumstances from other businesses. I expect more.

  Business Response

  Date: 05/07/2024

  Customer ordered from Modest Molly on March 1st. That order was processed and shipped out promptly that same day and was shipped to the address on the order. Order arrived at the destination listed on the order March 4th. March 5th we received this email from the customer:

  Customer to MM:

  I’m afraid my package went to the wrong address, it says it was delivered but I didn’t get it  It says it was delivered to Phoenix but I live in Kanab, UT. 
  I believe this error was because I used Shop Pay and I’m also an Etsy seller and recently sent an order to that Phoenix address.
  Is there any way we can recover the order and have it sent to 
  **** ******* ***
  Kanab, UT 84741
  Please help! Thank you! 

  MM to Customer on March 6th:

  On your order it says to ship to:

  *** ****

  **** * ******* *** **** ****

  Phoenix AZ 85003
  United States
  This is where it was delivered.  Do you know these people or can you reach out to them & ask them to return it?
  Thanks,
  Shipping Dept

   

  Customer to MM on March 6th:

  I did reach out but have not heard back. 

   

  Customer to MM on March 11th:

  I still have not heard anything back from the person that received my package unintentionally. Is there any chance it was returned? Order #****** I would be so sad if I was just out the money with no gorgeous dresses.

   

  MM to Customer on March 20th:

  We are watching our returns every day to see if it will come back. 

   

  After not hearing from the customer for over a month we again sent this email:

  MM to customer:

  We wanted to let you know that we have continued to look for that package to be returned, & it has not shown up. Due to the fact that it is not an error on our end, we are not able to refund your money or ship out new items. The best thing to keep doing is to reach out to Raj and see if they can return the order.   If you'd like to discuss this further, you can call on Thursday between 10-12 to talk to an owner.
  Thanks,
  Shipping dept

   

  We do feel bad that our customer did not receive the items that were ordered. Had this been an issue on our end we would have 100% taken care of the customer. But due to the fact that this was an error on the customers end we do not feel responsible to refund the full amount or replace the items ordered. We fulfilled our responsibility by packaging and shipping out the order in a timely fashion. And the order showed up and was delivered at the intended location on the order. 

  As an owner I would have been happy to talk to the customer and explain this over this over the phone and possibly come to an agreement that worked for both parties. However, no attempt to call was made from the customer. As customer has escalated this situation on our social accounts, we are no longer willing to come to come to an agreement over said issue and provide any sort of refund or replacement. 

  
  
  

  
  
  

  Customer Answer

  Date: 05/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the issue is not resolved. The package was sent to the wrong address inadvertently because of the use of Shop Pay, not an intentional customer mistake.  If MM was at any point willing to work with me they did not make it know, and now because I aired my grievance on social media out of frustration they are just done? Extremely poor customer service. And what makes me the most sad is I have really been a good customer and really wanted the items I ordered. And I would love to continue to spend money with MM if this were resolved but they have been unwilling.
  
  
  
  Sincerely,
  
  
  
  ***** ****