ComplaintsforChic Soul, LLC

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased four items from Chic Soul on ******** totaling $218.68 and qualified for free shipping because of my order total. On ******** * received the order and immediately tried on the clothes. Every single item was at least two sizes too large which was surprising as I had made sure to take my measurements according to their size guide before placing my order. I went to process a return instead of an exchange. This information was never made clear during the purchase process or at the final check out. I requested a one time credit card refund through email at which they stopped communicating with me entirely. I sent a follow up email on ******** to clarify the return process and check on the refund and continued to recieve no answer. I find their return policy unethical and their lack of communication in order to find a solution highly unprofessional. I am requesting to resolve this issue by having my card on file refunded the purchase amount.

  Business response

  01/05/2023

  Hello *********,

  We are so very sorry that you did not love your styles. We are always ready to help!. Because we shop with several different vendors, our sizing can vary based on the vendor's make, and material for each individual item on our website. However, we do provide specific measurements in each product description! We suggest our customers compare these measurements to their personal measurements for the best, most accurate fit. Our support team is always ready to assist as well with personalize assistance!

  In a review of your account it appears that a member of our leadership team has responded to your request for help with an exception to our policy. You may follow the instructions outlined in that email to complete your request. Please do allow 1 business day for a reply to support emails and 1-2 business days for special assistance from our leadership team. This will allow them time to review special requests and respond with the best possible outcome. For faster support for general support you may wish to chat with us or reach out to us on social media where we reply with in matter of minutes within support hours listed.

  You may check out our full return policy listed on our site below:

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

  Team Chic Soul

• Initial Complaint

  12/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I paid $58.45 for a dress in total from this company. It was too large and not like the picture. I inquired about a return and refund and they do not allow refunds. They make you pay $11 just to return it for store credit. I am not happy about this or the customer service.

  Business response

  01/05/2023

  Hello *****,

  We are so very sorry that you did not love your item! Merchandise may be returned for a gift card because we do believe you will find something you love on our site!
  We want to help you have the best possible experience with us. We do shop with multiple vendors that use various materials and vary in sizing. So, this means we have lots of different silhouettes and fits that work for a variety of women!
  We are always happy to provide personalized sizing help, material information, and more for any items before placing an order! We can assist you in finding new styles to work perfectly!

  You may find our complete return policy at the link from our site below:

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

  If you wish to reach out to us for any exception to our policy you are welcome to respond to our customer support team so that we may assist you further.

  Thank you,

  Team Chic Soul

  Customer response

  01/06/2023

  
  Complaint* ********
  
  I am rejecting this response because: I would love an exception to this. I do not wish to receive an item from your business. Please issue a refund. I have already reported it with my card. 
  
  Sincerely,
  
  ***** *******

  Business response

  01/09/2023

  Hello *****,

  We are very sorry to hear this. Once a claim has been filed with your financial institution the matter is taken out of our hands. In the future for consideration for an exception please allow us time to assist. Final resolution will be completed with your financial institution. We will work with them to get this resolved for you in a timely manner.

   

   

  Customer response

  01/15/2023

  
  Complaint* ********
  
  I am rejecting this response because: I have still not had this issue resolved with a refund being  issued. My bank requires you to issue a refund. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My first Order with chic soul, very disappointed. I order a pair of shorts, and a dress on ***** ***, ****, I received the product on ***** ***, ****. The shorts are not even the same shorts in the picture. In the picture online the shorts are a medium wash with silver buttons. The shorts I received were a dark wash with gold buttons. The material of the dress and the shorts did not look the same as online. The dress is very thin, and see though. The threads on the seems are coming out. Both products look very very very cheap for the price I payed. I contacted the " boutiques" customer service for them to tell me I could get a e gift card. This is what they do so they don't lose money, because of the quality they are giving there customers. This is horrible customer service. This a big business SCAM!!! I have stated I want a full refund and I am not interested in purchasing another item from the "boutique". I am currently waiting for a response. Overall very disappointed. I will never recommend them to anyone.

  Business response

  04/13/2022

  Consumer Response /* (450, 5, 2022/04/11) */ I have been refunded.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a very difficult retailer. As you can see from other complaints before they are not willing to work with customers and they have horrible customer service. You get the run around when you're trying to speak with somebody to deal with your issue. I have sent several emails and have chatted trying to get a refund because their clothing are too large. But you have to use special wording, Such as "please Grant me a one time credit card refund", or they deny you. I have done their silly process and still I cannot get somebody to help me process my return and get a refund. Honestly, places like this should not stay in business. I wish others could know about the way they treat people prior to purchases!!!!!

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/04/08) */ Hi *****, We are so glad we have been able to assist you with resolution for the issue. We are very sorry that we did not resolve your request with your first email . We do ask for moderately specific verbiage to be included with some emails. We request this so that we may quickly get you to our leadership team for requests that are outside of our generally polies. Emails are answered within one business day. If we can offer any further assistance, please let us know.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered clothing from Chic Soul on ***** **. I had not received my order so I reached out to the company to find out the status. The order is below. When the customer service representative reached back out, she notified me that she is sorry, however the two dresses are out of stock. They can issue me to a gift card to their store to purchase different items. I responded and asked for a full refund since I had not received my order and it was ***** ***. The customer service representative said since the postal service was at fault, they would not able to issue a refund and I was either out the money/products or they would re-ship the instock items and I could get a gift card only to be used in their store for the remaining dollars. I asked again please for a full refund as I needed this clothing for a vacation/Easter that were coming up sooner than when the items could be shipped and they turned off the chat function on me. I re-opened a chat and started a new conversation and asked for at least the partial refund of the items and they agreed, however I will not get my items prior to the date that I need them and still will be stuck with returning the shirts and not get my money back. I have attached the full chat dialogue and the supporting documents. My order has been stuck in transit --------------------------------------- Order: #******* Fulfillment: #********* Item names: ************************************************************************************************************************************************************************* Tracking number: **********************

  Business response

  04/22/2022

  Business Response /* (1000, 5, 2022/04/06) */ Good morning *******, We are happy to provide you with assistance with your package here as well. From our chat correspondence it appears that you are experiencing a **** delay with your order. We are so very sorry for the carrier delay and we understand that it can be very frustrating. Sadly, carrier delays are becoming more and more normal as carriers continue to struggle with understaffing. We at Chic Soul do want to be sure that our customers are taken care of and will do everything in our power to help. Our general policy for missing packages can be found on our site below: https://chicsoul.com/pages/shipping This policy outlines that we will set things right in ensuring that a replacement is sent out for delayed packages. We do want to be sure that our customers receive their Chic Soul items. We assisted you- and in keeping with our policy began creating a replacement order for you. When three of your items were out of stock we were happy to provide you with a gift card code for those items. You made it known to us, at that time, that you would prefer a refund, and you were then forwarded to leadership for further assistance for that refund. We let you know that if you were requesting a refund for the entire order we would be happy to assist and get that for you, and that we would need to reach out to file a **** claim as the fault for the delay ultimately lies with ****. We assured you that after filing a claim we would be back with you directly with that resolution. We also did offer to refund immediately for the three out of stock items so that we could try to find some resolution for you- and we continued with the replacement of the items we did have in stock. The refund for those three items was given to you immediately. The remaining 2 items were set to ship out by the end of business day and would have been to you in 3-5 days. We see here that this resolution was still not ideal for you. We have now canceled that replacement order and will move forward with the **** claim for the remaining balance of the order. Please know that your chat was not closed as any affront. As carrier issues have sadly become more common, shipping delays are something we are now used to handling and making right. You requested our customer support number and we gave that to you. The chat was closed only when there was no reply to our last message containing the request number. When a reply is sent and closed and a new customer message does not come through within a certain amount of time a new thread will be opened just by the nature of that feature in our chat. We are happy to reply here with information concerning the refund in conjunction with the **** claim or we can continue to find resolution through our customer support email. We hare happy to correspond where it is best for you. Thank you, Consumer Response /* (3000, 8, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still without the refund for the items from Chic Soul for the items that were in stock and refused to refund me at the time of the other partial refund. They had said they would be mailing me the other two shirts that were in stock at the time still. I had originally asked for a refund because I just wanted to be done with the company. They said the only way that I would get my money back was in a gift card to their store. I did not want that scenario so I said to continue to send the shirts since I really had no other option. Now I am reading that the company due to my complaint filed at BBB has cancelled the follow up shipment of the two in stock shirts and are filing a claim with ****. I am calling this company's character into question as well as their business ethics at this point- how can a company not stand behind their own product? Since I am not receiving the items that I purchased, I would like payment back immediately. I do want to note that I have received a partial refund for the three dresses that are now out of stock, but I am due a complete refund. This is outrageous that I have to fight to get my money back when I will not be receiving the product that I ordered. Consumer Response /* (450, 11, 2022/04/11) */ Chic Soul at this time has fully refunded me for this transaction. I have no further complaint at this time.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The company return policy is a gift card I emailed them several times and told them I could not use a gift card because they're sizing is too big and they don't have any thing that will fit me I ordered a size 1 x which is their smallest size and it is way too big I placed my order on Jan 19 for $59.13 I would appreciate your help as they do not want to give me a refund

  Business response

  03/18/2022

  Business Response /* (1000, 5, 2022/01/27) */ Hello *******, Thank you for reaching out. It appears in a review of your communication with us that you were reached out to via email by our customer service manager with a resolution. If you would like to follow the instructions laid out in that email we can get this resolved for you. Please let us know if you have a further inquiry. Consumer Response /* (2000, 7, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  11/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a black jumper and when I received it I was very disappointed the material look totally different in the advertisement the material was very flimsy and Shoddy Plus I wear a 3X but the 3X their 3X was very very huge. I returned the order and requested a refund and told them I would never ever order from their site again because it's very misleading very disappointing. They did not grant my refund and sent me a credit gift code number to order so I decided to order winter boots so I could be done with this company well when I ordered I applied The credit gift code number and I submitted the order. iTheir system did not include the credit gift code and they overcharged me for price they should've credited my order $56.10 but, , did not! On top of all the issues I'm having with this company its very difficult reaching a "live person" to speak to. And they are very unrealistic and unclear about returns. I would never buy anything from anyone that I cannot return and get my money back!!!

  Business response

  01/21/2022

  Business Response /* (1000, 5, 2021/11/17) */ Merchandise may be returned for a gift card because we do believe you will find something you love on our site! We do shop with multiple vendors that use various materials and vary in sizing. So, this means we have lots of different silhouettes and fits that work for a variety of women! We are always happy to provide personalized sizing help, material information and more for any items you love before placing an order! We can assist you in finding new styles to work perfectly! If you have any other questions or concerns, please feel free to reach out! We are happy to help! You can view our full return policy as listed on the site by clicking the link below: ********************************** It appears you have not reached out to our customer support team with these concerns. We are happy to find resolution with you. You may email us at***************************** We look forward to hearing from you. Team Chic Soul Consumer Response /* (3000, 7, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Chic Soul can not hold my money hostage and will not tell me how to spend my money. I did not sign up for a fashion designer and they can not keep my hard earned money and make me like and buy anything from them. It seems this is how the make their revenue by keeping our money illegally. I demand a refund! I donor and will not do business with such a deceitful Company. Again, I demand MY MONEY BACK! As mentioned I will NEVER do business or recommend Chic Soul. Why is it so difficult for them to turn peoples money they cannot tell us we have to order from them! Business Response /* (4000, 9, 2021/11/19) */ Since refunds are outside of our return policy, they are handled by our customer service manager. If you would like, we can assist you. Please reach out to **************************** and we can get you forwarded to a manager for a one time courtesy. Thank you,

• Initial Complaint

  10/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $252 worth of clothing from the online retailer Chic Soul on Sept *** It was my first time shopping with them. I purchased four tops at the lowest size they offered, 1x. At no time during the purchasing process did they state that they will not refund my money should I need to return the purchase. All four tops were too big, and I returned them to the company in the required condition and they accepted the return. I even had to pay for the return myself per their return policy. They have refused to refund my purchase and will only give me store credit. I can no longer shop with this company as the items I am shopping for are all too large. I want a refund of my purchase.

  Business response

  11/22/2021

  Business Response /* (1000, 8, 2021/11/01) */ Hello ******* From our records it does not look like you have reached out to our customer service for help. If you would like to be considered for a refund that is outside of our policy, please let us know. Team Chic Soul Consumer Response /* (3000, 10, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I had contacted the business previously by email, I sent another email on***** again based on their above reply. The response I got was the same email template I have already received and seen them post as a response to other customers here with the following text: "Thank you for reaching out to us! Merchandise may be returned for a gift card because we do believe you will find something you love on our site! We do shop with multiple vendors that use various materials and vary in sizing. So, this means we have lots of different silhouettes and fits that work for a variety of women! We are always happy to provide personalized sizing help, material information and more for any items you love before placing an order! We can assist you in finding new styles to work perfectly! Gift card codes may also be used on shoes, accessories, and even gifted to a friend. ******* Be sure to check out our super cute shoe & accessories collection on the site by clicking the links below! *********************************************************************************** If you have any other questions or concerns, please feel free to reach out! We are happy to help! You can view our full return policy as listed on the site by clicking the link below: https://chicsoul.com/pages/returns Please let us know if you have any further questions! We hope you're having a great day!! ******* - Sydney" This does not address my request or my concern. I also discovered yesterday that the amount they gave me in a gift card does not equal the amount I spent to purchase all four of the items I returned. Business Response /* (4000, 12, 2021/11/04) */ Hello ******** Thank you for letting us know. That email does refer you to our policy and lets you know to reach out for further assistance. If you would like to be considered for assistance outside of our policy, we will need to refer you to our customer experience manager for special consideration. Please respond to that email that you need further assistance.

*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. ↩