Complaints

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

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  Krush Kandy Boutique

  Avondale-Goodyear, AZ 85338

• 

  Krush Kandy Boutique

  Avondale-Goodyear, AZ 85338

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:04/15/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order on February 23, 2025, which according to their website which has been edited, "First launch: Starts shipping Feb 25, 2025 Second preorder: Starts shipping *** of after April 28th third preorder: for order from April 1st and on starts shipping ETA 6/15". When I emailed the original customer service email ****************************************************** I received a reply from **** stating, "I just wanted to kindly remind you that, as noted in the product description prior to ordering, this item is noted as a special pre order due to its incredible demand, and are expected to ship when our next cut arrives (3/25-3/30)." I emailed them again on 3/30 requesting further information as I still had not received any and was again given a "delay" by this **** person saying "Your KRUSH KANDY EXCLUSIVE: ******** Checkmate Sneaker is now expected to arrive at our facility by April 10th, at which point we will begin shipping them out. They have finished production, but the freight company is taking a bit longer than originally anticipated." Again, I waited until April 10th and received nothing so I inquired further today, April 15th, at the now updated/changed email *********************************************** and received yet ANOTHER delay email from **** at ****************************************************** saying "Thank you so much for reaching out. I personally received an update from our warehouse regarding the ******** Checkmate Sneaker, and it looks like they are finished being made, but unfortunately, the freight company is taking a bit longer than anticipated. Due to this delay, they are now expected after 4/25!" I have since demanded a refund however they inform me of the following, "I wanted to share a quick note about preorders and made-to-order items. Since these are crafted or ordered especially for you based on the orders we receive, were unable to accommodate cancellations for these items." Which I don't understand because they are sold in bulk on their website as is with no specialty changes to them.

• Initial Complaint

  Date:04/15/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 19th I placed an order for clothing from Krush Kandy Boutique on *******. The ship time is 7-10 business days. Well nothing has happened and I have contacted them several times via email and a text message. The text was not answered and the emails were we will notify the warehouse and they always blame the **** with the clothing orders. I had that happen 3 times and this order was a result of a credit from them due to problems. I would like my order shippped out. This is totally unacceptable. When they moved my order from the shop pay app to their app it gave it a different order number and makes it look like I ordered this on April 5th instead of March 19th.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have tried to contact Krush Kandy 3 times via email with no response. I have a problem with the billing of the return/exchange that I completed with this company last month (3/25/25). I returned/ exchanged a pair of white jeans and received a gift card for $71. I purchased another pair of jeans and used the $71 gift card and at check-out on 3/35, I paid another $15.21 (the total for the order was $86.31). This company did not notify Affirm of the return so Affirm continued to charge me another $18.44 on 3/27 and on 4/10. I do not NOT want store credit since the money owed to me is not for items purchased. I would like a my money refunded to me which is $36.89. This company also does not ship out timely per their website policy. It takes 3 weeks to a month to receive your items.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a sweater and jeans and only received jeans. This was about a month after purchasing when they did not disclose length of time. Sweater did not come. I emailed. They said they oversold and I could have store credit and $20 credit. I wanted refund. They said no refunds. I said it wasnt my fault they oversold the sweater and I never received and they said theyd have to ask management and wont get back to me

• Initial Complaint

  Date:04/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 placed 2 orders with this company on February 25 and February 26. I received 1 pair of jeans and returned because did not fit. I have not received the belts, shoes and the sweater. They keep putting me off saying the items were preordered and next day they werent and should be shipped in a couple days. Here it is 43 days later and nothing. I am seeing other bad reviews on instagram about them now. I had payments set up through Shop Pay Affirm. Would just like to get the ****** I have paid back and get out of oweing the rest since they still have not been shipped

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 6, 2025, I purchased the Kenzie Floral Print Blazer in size medium. The item said 'free shipping,' and the merchant ships within 5-7 days. When I placed my order, nowhere on my receipt did it indicate the item was a 'preorder. ' I had not received shipping confirmation by mid-March, so I followed up with the company. I received an email on March 27, 2025, stating it would arrive in late March. Fast-forward to April, and still no shipping confirmation. I received a voice message through FB messenger stating that the new proposed shipping date is mid- to late April. The company is still advertising this blazer online, and I feel like I (and many other customers) am being duped by this company. They take our money for an item they don't have and then make excuses for why they can't fulfill or return our money. I have requested via email a refund or the item; the company refuses to provide either.

• Initial Complaint

  Date:04/03/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 have placed two orders with this boutique and both times they have been terrible to work with. My first order, I had a return. When I went out to fill out the return request, it said the item was final sale which it did not say in the item description. I reached out and they admitted the mistake and started the return process for me. Then, when I followed about the other item in my order, they admitted they made a mistake and they had run out of item. They gave me extra store credit to make it right.Both times I have ordered from them, they have taken over a month to ship part of my order. Their website states orders will ship out in 4-7 business days. I understand once, but TWICE after they told me how sorry they were and how they made it right? Completely unacceptable and they failed to follow through on their promise to the customer. For my second order, I have now emailed them three times asking for an update on where my item is since it's been over a month since I ordered and have received no response after they told me a little over a week ago to check back in a few days. The other item ordered delivered and looked nothing like the photo so I sent it back. All I want is the money refunded to my card from my first order (placed Feb 20th for $61.02.) They can keep the rest of the store credit, I will never be ordering from them again. This business is obviously poorly run, and other consumers need to be aware that they cannot even follow through on their shipping promise. I have included all relevant documentation. Thank you.

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 had problems with this boutique before. This problem is back to back. My issue I had before , that it took almost three weeks to ship one pair of jeans. The shipping policy is 4 to 7 days. I contacted Sezzel to reach out them , I did the same but I got the run around. So they finally reached out to me and gave me a store credit of my full purchase and ***** dollars for my trouble. Couple days later i used that store credit and I did email them to remind them that we don't want the same mistake that happen with the jeans. I bought three things. A pair of pants, a shirt and shoes. My pants shipped out within a week and so did the shirt. Let me remind you that I purchased on the 6th of March. My shoes is the only one left and i have not received it yet. we on month of April. I emailed them and i keep getting the same message. so nothing has been done. I am really mad with this company.

  Business Response

  Date: 04/02/2025

  I wanted to personally reach out regarding your BBB complaint and sincerely apologize for the frustration youve experienced. We truly value our customers, and Im so sorry that this issue was not resolved for you sooner.
  After reviewing your order, I discovered that due to a human error in our system, your item was mistakenly marked as "not received" in our warehouse. This prevented your order from being printed and processed for shipment. While rare, this occurs when a required manual checkbox isn't selected during intake. I completely understand how frustrating this must have been, and I take full responsibility for the oversight.
  Our customer service team has been actively reaching out to our warehouse, which operates independently from our main office, to resolve this issue. Unfortunately, since they do not have direct access to contact the warehouse owner, the resolution was delayed. Once I personally stepped in and spoke with the warehouse team, we were able to correct the issue immediately.
  As of today, your order is being shipped out, and Ive also added an additional store credit to your account as a token of our apology for the inconvenience. Additionally, I have reinforced the importance of timely communication between our warehouse and customer service team to ensure that situations like this are handled much faster in the future.
  Again, I truly apologize that it took you escalating this matter to the BBB to get a resolution. We appreciate your patience, and we are always striving to improve. If there is anything else I can do to make this right, please dont hesitate to reach out.

  Customer Answer

  Date: 04/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Somaly Thin
  
   
  

• Initial Complaint

  Date:03/26/2025

  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.

  Date of trans:2/22/25 , order # ******, Received at the post office on 3/10 picked up on the post office on 3/14 They have a 14 day return. I wanted to return it ona Monday which 14 days was on a Sunday and actually that wasnt even the 14 day **** I didnt pick it up till ******************************************************************************************************** the runaround. They dont try to resolve it at all tracking number is *********************. actually I just wanted it. Replaced with a different size.

  Business Response

  Date: 04/04/2025

  We want to clarify the details regarding your order and our return process.

  Our records show that you last emailed us on March 5th, inquiring about the delivery status. We responded to that inquiry with your tracking number , but we have no emails from you regarding a return or exchange request.

  
  Our return portal is an automated system, and it is set up to deny returns outside of the allowed timeframe, per our store policy. Since it operates automatically, customers who need assistance outside of the portal must email ************************************************************************************************** to request a manual review.

  We have no record of you reaching out to this email.

  If you have any additional concerns, please email us directly, and wed be happy to assist.

• Initial Complaint

  Date:03/17/2025

  Type:Delivery 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 placed an order with Kandy Krush Online Boutique (*******************************************************) on February 22, 2025. While the ordering process was smooth, the delivery has been significantly delayed. Kandy Krush states that orders ship from their warehouse within 4-7 days, but this did not happen. When I contacted them to address the delay and requested a refund since I no longer needed the item, they merely thanked me for my patience and advised me to follow up in a few days if I still had not received tracking. They did not acknowledge my refund request. Now, nearly a month later, I have yet to receive any tracking information. I have followed up again requesting a refund, but their only responses have been automated messages repeating the same shipping timeframe and citing high order volumes.

  Business Response

  Date: 04/07/2025

  Hi *****,

  I truly appreciate your feedback and wanted to clarify the situation with your order.

  The sneaker in question has never been in stock or ready to ship. From the moment we first received the initial sample, our customers, especially those on our ******** Lives, requested that we open up a pre-order so they could secure them. These sneakers are exclusive 

  Krush Kandy designs, and since their launch, they have sold out every single time with each new batch. Were currently on our fifth cut of these sneakers, and theyve always been a pre-order item. Due to their popularity, theyve never been available in stock or ready to ship directly.

  I do apologize if this was unclear, but all our listings have clearly labeled "exclusive pre-order" across the image, and the product description goes into detail about the pre-order nature of these items. We make sure that this is fully transparent for our customers before they place an order.

  I understand if you no longer wish to wait for the pre-order to fulfill, and we would be more than happy to process a credit for you, per our return policy. You can use that credit towards another item that is in stock if you'd prefer. We typically dont cancel pre-orders since they are custom made, but as a courtesy, we are happy to make an exception in this case.

  Again, I apologize for any confusion, and I just wanted to ensure that you were fully aware of the pre-order process and the transparency we provide in our listings. If you have any other questions or would like to move forward with the credit, please let us know, and well be happy to assist.

  Thank you for your understanding.