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Business Profile

Online Retailer

Chic Soul, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Chic Soul, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Chic Soul, LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/05/2023

      Type:Product Issues
      Status:
      Answered
      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 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

      Date: 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

      Date:12/31/2022

      Type:Product Issues
      Status:
      Unresolved
      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 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

      Date: 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 Answer

      Date: 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

      Date: 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 Answer

      Date: 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,

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

    Chic Soul, LLC is NOT a BBB Accredited Business.

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