Complaints

This profile includes complaints for Sassy Jones's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sassy Jones

  2600 Decatur St # 24B 24B Richmond, VA 23224-3602

  
• 

  Sassy Jones

  316 E Grace St Ste A Richmond, VA 23219-1962

  
• 

  Sassy Jones

  P.O.Box 578 Mechanicsville, VA 23111

  

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:05/12/2023

  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.

  Hello, My name is *************************** and I ordered 2 items from Sassy Jones back in February 2023 for a price of $157.24. To my knowledge the items were not on backorder otherwise I would not have ordered. I placed my order and after waiting a few weeks without receiving the items I followed up and was told that once the items ship I will be informed - no date was given. I subsequently followed up again on March 6 and was told that the items would be shipped in early May. By this time I no longer needed the items as I had ordered them for a specific event which had already passed. According to Sassy Jones the items were already ordered and enroute so I couldn't cancel. The items finally arrived on May 5 and the fit was horrible, in addition I was supposed to receive a free jewelry set which came completely damaged. I immediately contacted Sassy Jones in an attempt to return the items and get a refund and was unsuccessful. They sent me a free shipping label to return the items and subsequently issues a store credit. Because of this issue and previous issues with orders I no longer wish to purchase from this company therefore I would like to have my $157.24 refunded as I will have no use for a store credit.Thank you,******

  

  Business Response

  Date: 05/18/2023

  Helloour Client Experience Team has spoken with ****************** on several occasions to confirm her order and free gift.  When ****************** placed the order on February 7, 2023, it was advertised as a discontinued sold-out item that could be pre-ordered and would ship in early Spring 2023. ****************** read and signed the terms and conditions of ordering the pre-order item. Our second order update was sent on March 18, 2023 which provided a ship date of 5/5/23. The order actually shipped on 4/28/23 earlier than the communicated ship date. ****************** did request to have the order cancelled because she no longer needed or wanted it. However,since this was a pre-order item with her specific sizing, she was advised it could not be cancelled. Again, the terms and conditions during the initial ordering process along with the product details outlined the ordering and delivery specifics. Because her free gift did not arrive intact, we sent her a return shipping label to have the free gift returned for replacement but also offered her the option to have the pre order jogger returned in the same package with the free gift. She was reminded again, she would receive a store credit per our policy. We certainly understand ****************** no longer needing or wanting the item, however, per our policy which is communicated in the same manner to all customers, she will receive a store credit that does not expire and can be used at any time in the future.

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  
  
  
  
  

  Customer Answer

  Date: 05/19/2023

  Dear BBB,

  
  

  I was not able to provide a response so I am putting it here.

  
  

  Everything stated by the business in their response is untrue, except for the fact that they did send me a free shipping label to return the defective items (as they should have), it is not my fault that the other item could fit in the same box and a free shipping label definitely should not be considered I lieu of a refund. I am happy to have the business deduct the cost of shipping back their rubbish from my refund.

  
  

  As stated in my claim when I ordered the items there was no notification indicating that this was going to be shipped at a later date hence the reason I was the one who first reached out to inquire about receiving the items. Also it is not true that the items were made especially for me as this is not a custom clothing business. I had known the items would be this late I would not have ordered that's why I tried to cancel before they came,

  
  

  This business NEVER reached out to me until I first emailed them and they responded basically with the genial response they give everyone because I have friends who have gotten the same response when their items are late.

  
  

  A  representative called me after I told them I was going to contact BBB, and I told her I will NEVER shop at this store again because of this and other incidents with previous orders. So they can keep their gift card together with the returned items if that's how they plan on running a successful business. I'm done with the back and forth with these unprofessional people with their poor quality clothing.

  
  

  
  

  Thanks,

  ******

  

  Business Response

  Date: 05/22/2023

  Hello...as this customer has ordered ****** sets previously, they were received without any issues. As it relates to the jogger set that initiated this customers concern through the BBB, the garment description and order confirmation email both state that the items were pre-order items that would ship at a later date. An order update email did go out to the customer providing a date and the order was shipped and received by the customer earlier then the communicated date. Again, we welcomed the return for a store credit as outlined in our brand policies. Our policy remains and no further responses will be provided through the BBB. The customer again is reminded to reach out to our team personally and as a reminder, the store credit received will remain available for future use as store credits never expire. Thank you for understanding.

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Contrary to what the business is claiming, my very 1st order with Sassy Jones was a total disaster and had to be exchanged. The pants was completely ripped at the bottom (photos attached). Following that I waited almost 1 month to receive my replacement] The order in this dispute  was my 2nd which is also a total disaster. Prior to receiving this order I ordered a 3rd which I also hated and gave away...So as previously stated I will NEVER shop from this business again and Do Not need their store credit. The can keep everything and I will take the loss...I will not be contacting them to discuss anything farther on this, just best because of their blatant lying abilities. I will get my satisfaction on Social Media
  
  Regards,
  
  ***************************
  
  
  
  
  

• Initial Complaint

  Date:04/10/2023

  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.

  I purchased earrings from the retail store for a gift on April 4th, 2023. Store associate put my items in store packaging and store associate advised me I had 14 days to return items for a store credit.April 7th I removed items from store packaging in order to remove price tag so I could package for gift. When I remove earrings from packaging, they were already broken. I immediately called store to advise of issue and let them know I wanted my money back for defective product. First store associate advised me to call back so she could speak to manager. I called back and the associate said manager was in an interview and took my name and number to have manager call me back. It has been 24hrs and no one has reached out concerning issue.

  

  Business Response

  Date: 04/10/2023

  Hello...the Sales and Service Director has personally spoke with **************** to discuss her order issue and our return policy, which is detailed on the receipt. We have confirmed the client will work directly with the store to have her item replaced.  **************** is completely satisfied with this resolution and will return to the store on 4/17 to have her item replaced. This complaint can be closed noting customer has been fully assisted and issue resolved. She has the Director's phone number and encouraged to reach out with any other questions.

• Initial Complaint

  Date:01/03/2023

  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.

  Went to Sassy Jones at ********** Mall, Henrico ** on Sunday 1/1/2023. Was in the store for about ***** minutes. Tried on a blazer that I absolutely loved! Told the sales lady who was very attentive, what my concerns were with the way it fit (shoulders and lengthy of arms) It was a medium, the only blazer in the store and in the company, according to the inventory in her computer when I requested to order a smalI. I asked if they did alterations. She said no. I told her I was texting my seamstress to see if she was in town (goes to ***** frequently) I said "what is your return policy" her response "14 days" I said "I can take it to her if shes here, if she isn't or if she can't alter it, I can return it."She said "yes." I had a friend with me who witnessed all if this. She even asked "what is the return on earrings?" She was told "14 days." I took the blazer to my seamstress the next day, Monday 1/2/2023. She could have altered the blazer to address the way it fit in the shoulders and the arm length, however, there is a defect with the way it was sewn at bottom of the right front panel. It does not lay correctly and she could not fix this. I went in to return it as soon as I left my seamstress LESS THAN 24HRS LATER.... i was told it was STORE CREDIT ONLY! $150 Of course neither of the people who were working on Sunday 1/1/2023 were there on Monday 1/2/2023. I explained everything to the manager on duty. She says it's posted and on my receipt and in the store. There was an 8x10 frame with small writing 1/2 way down the sheet, behind the register, pushed to the side!! In the meantime there are 8 or 9 pictures in frames by the dressing room documenting the stores history. Needless to say, I am not happy at all. I told the manager on duty, ******** that this was unacceptable and VERY deceptive to say the least. This is VERY bad business I received a call from the supervisor *********************** today 1/3/2023. I explained all of this to her. I told her this was a great opportunity for training. I requested they pull the audio and video from Sunday (2 days ago) She refused, saying that's the policy. I explained to her it was not posted in plain view and had I seen it on the receipt it was then too late as I had already purchased the blazer. This is not a fair or responsible resolution to intentionally being deceived. I would like a refund to the original form of payment. I made it clear I would need to return it since they did not alter and I did not know if it wouldfbe able to be done by my seamstress. The salesperson was well aware of what my intentions were. On top of this it's the last in the company and it's DEFECTIVE! Thank you for assisting in a fair resolution.

  

  Business Response

  Date: 01/08/2023

  Hello ****, we were so excited to see your customer experience video and hear of the exceptional service you received from our stylist during your visit to our store. While we understand this was your first-time shopping with us, our policy applies to every purchase in the same way. Returns are welcomed in our store within our policy timeframe for store credit only. The policy details are included on each customer's receipt, posted in the store and on our website. We appreciate you sharing your concerns with us in store, on a personal call from our manager, as well as with your review. As communicated, although the item purchased did not work out for you, and you have received your store credit, we look forward to another opportunity for an exceptional purchase experience. 

  Customer Answer

  Date: 01/09/2023

  This does not satisfy my complaint. 

  
  

  The sales person was 100% aware of my intentions to return this item if my seamstress was unable to alter the shoulders and arms.  

  
  

  She was asked point blank what the return 

  Policy was. She told me 14 days. I signed the key pad , which showed the total. I had no reason to look at my receipt as I had no reason to believe other than what was stated would be printed on my receipt.  

  
  

  Furthermore, when I took the item to my seamstress the reason I did not keep it is IT IS DEFECTIVE. IT WAS NOT MADE PROPERLY. THIS CANNOT BE FIXED. It could not be exchanged for another because IT WAS THE LAST IN THE COMPANY. 

  
  

  SHADY BUSINESS PRACTICES. To say the least. You know your items are garbage when you won't stans behind them. 

  
  

  Sent from the all new *** app for Android

  Customer Answer

  Date: 01/09/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  This does not satisfy my complaint. 

  
  

  The sales person was 100% aware of my intentions to return this item if my seamstress was unable to alter the shoulders and arms.  

  
  

  She was asked point blank what the return 

  Policy was. She told me 14 days. I signed the key pad , which showed the total. I had no reason to look at my receipt as I had no reason to believe other than what was stated would be printed on my receipt.  

  
  

  Furthermore, when I took the item to my seamstress the reason I did not keep it is IT IS DEFECTIVE. IT WAS NOT MADE PROPERLY. THIS CANNOT BE FIXED. It could not be exchanged for another because IT WAS THE LAST IN THE COMPANY. 

  
  

  SHADY BUSINESS PRACTICES. To say the least. You know your items are garbage when you won't stans behind them. 

  
  

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

  

  Business Response

  Date: 01/09/2023

  We invite and make it easy for all of our customers to try on items in our store. This customer did try on the item and was quite happy with it during her visit and it was purchased.  We have spoken with this customer in length in store as well as on the phone.  Again, our policy applies to every customer's purchase in the same manner. The return policy was reviewed, the customer did return the item and a store credit was issued. Based on the several personal communications with this customer, this concern is considered resolved and no further responses will be provided through the BBB.  As communicated, although the item purchased did not work out for this customer, we look forward to another opportunity for an exceptional purchase experience.