Complaints

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business is fwrd Transaction date 9/8/2024 Order number ********* Amount paid $896.16 I ordered a Chanel stone necklace It was pre owned and came with a certificate The stones fell out I took to a jeweler who said it is not an authentic real Chanel necklace

  Business response

  12/18/2024

  Hello ********, 

  Thank you so much for taking the time to escalate this situation through the Better Business Bureau. I am so sorry to hear that this has been your experience thus far. I understand completely that this is incredibly frustrating. I would love to further assist you with this! Can you kindly confirm for us, what the jeweler advised, made the necklace authentic. Additionally if you were provided with any documentation regarding the state of the necklace, that would be helpful for us to review.

  We have a team of authenticators that will inspect all items and verify that they are authentic as it is incredibly important that we are only shipping authentic items to our customers. I have reached out to the team that authenticates, and was able to confirm that at the time the order was shipped out, it was checked and verified again that the item was an authentic Chanel necklace. Once you have those details for us please do go ahead and send an email to our **************** email address and in the subject line please write ATTN: ******* and I will further assist! 

  In the meantime thank you again for your time, and partnership here. I so look forward to your response. I hope that you have a wonderful rest of your day.

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made an order as a gift and put instructions to deliver to the named person with their phone number!! The courier didnt follow instructions and the package is nowhere to be found! Revolve is now trying to link my account to the person I ordered the gift and say they cant refund me but that is unfair as we are different people and my clear instructions werent followed! The tracking also said it would be delivered Thursday but on Wednesday said would come early but fhs receiver wasnt at work so the courier shouldnt have delivered as per the instructions! I contacted revolve on Wednesday and they confirmed the courier didnt follow my instructions but then today wouldnt help me!They wouldnt even get the courier to investigate. I put the instructions as the person I gifted I know has had orders taken or left so to avoid this I put to only deliver to her and call if necessary! How is it I have to pay for this.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested a refund back to my original form of payment. The card that I initially used was closed due to fraud however everything is still connected to my bank account. I would like a refund back to my bank account.

  Business response

  10/15/2024

  Hello Rivly. 

  Thank you so much for taking the time to raise your concerns with your order through the Better Business Bureau! My name is ****** and I am one of the lead supervisors with REVOLVE and I wanted to be sure to get this resolved for you! I have taken a closer look into your order ********* to see how best to get this taken care and I can see that your refund was approved back to the updated card within your account ending in 4459 and your refund was issued for you in full. The amount of the refund was $390.18. This was taken care of on September 26th, and that refund likely posted back into your account the following Wednesday which was October 2nd. 

  If there is anything else that I may be able to personally assist you with please do let me know and I would be so happy to help! I can be reached by sending an email to our teams to ********************************* and in the subject line ATTN: ****** and it will be sent to me. In the meantime I thank you again for your time and I hope that you have a wonderful rest of your day! 

  All my best, 

  ****** Y

  Customer Service Lead

   

  Customer response

  10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Rivly *****

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase at **** on 07/26/2024. My order shipped on 07/27/2024. I am a loyalty rewards member, and I did not receive the 500 points for shopping at **** once per quarter. I have contacted Revolve's customer service multiple times because the 500 points for shopping at **** have not been added to my account. My desired solution is for the 500 points to be added to my account.

  Business response

  09/06/2024

  Hello *****, 

  Thank you so much for taking the time to provide REVOLVE with this feedback via our partnership with the BBB. My name is ****** and I am one of the lead supervisors with REVOLVE and FWRD. I am so sorry to hear that you have been experiencing these issues with regard to missing loyalty points in your account. I understand completely how frustrating this is! I have taken a closer look into this for you and can see here that we have added those 500 points into your account as of 8/31. If there is anything else that I personally can assist with please do let me know as I would love to further assist. 
  
  Thank you again for your time, and I hope that you have a wonderful rest of your day! 

  All my best, 

  ****** Y

  Customer Service Lead

  Customer response

  10/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. My issue has been resolved. Thank you Revolve for resolving my issue!
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/14/2024 and 8/19/2024, I had won two Revolve Gift Certificates. Both times, the order was cancelled for no apparent reason and refused to provide an explanation. On top of this, Revolve refused to credit or refund me for this issue. It is $200 worth of certificates. I am being told to just pay and lose the certificates.

  Business response

  09/23/2024

  Hello ********, 

  Thank you so much for taking the time to provide your feedback regarding your experience through means of the BBB. My name is ****** and I am one of the lead supervisors with REVOLVE. I am so sorry to hear of your experience regarding the purchases made with the gift cards that you had won. While I understand that you were the receiver of these gift cards. The purchases of the gift cards was not authorized for this reason we were not able to fulfill any orders associated with those gift cards. You could absolutely reach out to the person who had gifted those cards for more details however at this time, our feedback will remain the same.

  You are absolutely able to purchase with us, with a credit card of your choosing, AfterPay or even ******, however if the gift cards are used on the orders, they will be cancelled once more. Again, I am so sorry for the inconvenience that you have experienced. If there is anything else that I can assist you with moving forward please do reach out to me via ******************************** with the email subject ATTN ****** ** and I would be happy to help. 

  I hope that you have a wonderful rest of your day! 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a bag from Revolve/**** on July 13th. The bag was delivered to me on July 16th. I opened the package, did not think it was worth what I paid for it, and repacked the bag. I returned the item on July 24th. Revolve received the bag on July 29th. On August 6th, they said they would not be refunding my money because a COA tag was not attached. There was never a tag attached to begin with and Im due my refund. I sent back the bag in the exact same condition and packaging, down to the tissue paper filling. I was told multiple times I would be receiving a refund, messages attached.

  Business response

  08/20/2024

  Hello *****, 

  Thank you so much for taking the time to seek resolution through the BBB! My name is ****** and I am one of the supervisors with REVOLVE. I am so sorry to hear of the inconvenience you have experienced with the delay associated with the return of your bag! I can understand completely how frustrating this has been through this process. I have taken a closer look into this and I can see that this refund has since been processed. I have gone ahead and resent your refund confirmation just moments ago for your records. If there is anything that I personally can assist you with please do let me know and I would be happy to further assist. You can reach out to us directly at our email ******************************** and request to speak with ******. 

  In the meantime I hope that you have a wonderful rest of your day! 

  All my best, 

  ****** Y

  Customer Service Lead

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I returned my full order *********. It is advertised through your website that happy return refunds are immediate. I returned order ********* via happy returns and according to your tracking happy returns approved the refund. I am now being told I have to wait three weeks for the refund to be received by your company. This is not what you advertise on your website. Refund me $315.17

  Business response

  08/09/2024

  Hello ******, 

  Thank you so much for taking the time to escalate this with the BBB. I am so sorry to hear that you have been experiencing these issues with our REVOLVE customer service team! I understand completely how frustrating that is. My name is ****** and I am one of the lead supervisors with REVOLVE. I have take a closer look into this and can see here that happy returns has confirmed the items, and the refund was issued back to your ****** account on 7/18, and should have posted on your account now later than 7/25! With that said, our happy returns should not take three weeks to process unless there was an issue with the return, which I am not seeing is the case here! I will be sure to check in with the agent sthat you spoke to previously so that I can make sure these issues do no arise again! 

  If there is anything that I can personally assist you with here, or moving forward please feel free to send an email to ********************************* and ask for ******! I am here all the time and so happy to help! Thank you again for your time, and I hope you have a wonderful day! 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my utmost frustration and extreme dissatisfaction with the handling of my order by the online retailer Revolve.I made a purchase on the Revolve website, order #********* and unfortunately received the package in a damaged condition. The shipping company *** promptly notified Revolve about the damage, which is reflected in the tracking number of the package. In a letter from ***, it was stated:"Regarding your damaged package, the investigation into the damage report has been closed and all details about the package damage have been sent to the sender. Best regards, **************"Despite this fact, the package was returned to Revolve's warehouse and successfully received by them, as confirmed by the relevant documents. However, Revolve refuses to refund me for the damaged item, citing the need to contact my bank, which is entirely irrelevant to this situation. My bank has no connection to the damage of the package or the resolution of this issue.According to U.S. consumer protection laws, specifically the ************************* Warranty Act (15 U.S. Code 2301), Revolve is violating my rights by refusing to refund the money for the item received in unacceptable condition. The consumer protection law requires the seller to provide a refund or replacement for a damaged product. Additionally, under the Federal Trade and Commerce Law (15 U.S. Code 45 - Unfair methods of competition unlawful; prevention by Commission), such actions can be considered as unfair or deceptive practices.We strongly demand that Revolve promptly reviews our complaint and refunds the money for the damaged item. We also inform you that this complaint will be duplicated to the consumer protection agencies, the **** and the California Attorney General, to protect our rights and prevent similar incidents in the future.Your timely intervention and assistance in resolving this situation are urgently needed. We expect a swift resolution of this matter in our favor.

  Business response

  07/08/2024

  Hello *****,

  Thank you so much for taking the time to escalate the issues you have encountered with your order via the BBB. My name is ****** and I am one of the lead supervisors with REVOLVE. I would be happy to address the concerns brought fourth in the above information. I have taken a closer look into your order and I first want to start off by saying how sorry I am that you have been experiencing issues with this order. With that said, we will not be able to issue a refund for the order 257229611. I have both reached out to our partners at **** and reviewed the details of the claim information, the tracking number associated with the return has been listed as delivered, however per the feedback of our returns team, and the information as listed on *** the package was not received back from the delivery location.

  I have attached the feedback per *** damage investigation. They advised that the investigation was closed as they were not able to retain the package back from the location it was delivered. Additionally per the tracking events with the original tracking number 1Z11Y9793562332960 damage was reported prior to delivery, however per *** policies, if damaged packages are found before delivery they are not delivered. However the next update was that the package was delivered. With these updates we can confirm with the help of **** that the package was not damaged upon delivery to the address you listed at checkout.

  "When damage occurs, *** inspects the package and evaluates the packaging according to our packaging guidelines which include the ************************************** (ISTA) 3A Test Procedures for small parcel delivery shipments, published by the ***** The original packaging materials and its damaged contents must be made available to *** to complete the inspection and make a decision on the claim.
  *** has made multiple attempts to obtain access to the package for inspection, but has been unsuccessful. Therefore your request for a damage inspection has been closed. Please contact *** if you are able to provide access to the package contents and the packaging materials used for this shipment."

  While I understand that this is not the desired outcome of your order, this feedback will not change. At this time in order to recoup the funds associated with this order you will have to dispute the charge with your financial institution. REVOLVE will provide any details necessary for your banks financial institution in order for them to conduct their investigation. Thank you so much for your time, and I hope you have a wonderful day. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  REVOLVE orders *********, ********* & ********* FWRD orders ********* & ********* I have requested refunds for the above unauthorized orders, the company Revolve aka FWRD had misused my information and my account, charged my card for over 20K USD for unauthorized transactions. I have demanded them to refund, but to date, they refused to refund. They demand my personal details including address and phone number in order to force me to take their products. They also took money from my bank and put in the account claim as store credit for $2231.61. I demand Revolve and FWRD to immediately refund me all the money given I have none of their products, all their items were returned to them and received by them. They shall refund me with no delay. Their violation of law is serious that a class action shall be filed by the state against their business as there are numerous consumers being victim of their misconduct.

  Business response

  06/03/2024

  Hello *****, 

  Thank you so much for taking the time to escalate your situation via the BBB. I am so sorry to hear that your experience has been negative thus far. I have taken a closer look into the orders that you have attached here. I have taken a closer look and can see here that all items within the listed orders have been refunded in full per the conversation that you had with my colleague ***** on 4/27. I will attached the order numbers below: 

  229163431: Refund processed on 4/27 in the amount of $1,309.07. I can see that the refund posted on our end on 4/29 and can likely be found posted in your account on 5/2

  *********: Refund processed on 5/7 in the amount of $1,485.16. I can see that the refund posted on our 5/8, so that would have posted on 5/10 to your account. 

  *********: Refund processed on 5/7 as well. In the amount of $503.91. 

  228653746: All but two items the Bottega Veneta Candy Arco Tote Bag in Celadon & Gold (all) and Burberry ********************** in Vivid Turquoise (all) were processed for a refund back on 11/28. The two items listed above were processed on the same day as above, 5/7

  232185491: retrofete Mimi ***** in Aqua Blue (M) was processed back on 5/7 as well. 

  I have also taken a look at the store credit referenced in your message was for order 234872436 that was for an order placed in December, and returned quite outside our returns policy on 4/17. That is the reason that store credit was issued. While I understand your frustration completely we are not able to issue refunds back to the original payment method base of 30 day return policy. We appreciate your understanding of this policy. 

  I do hope that this information has been helpful and hope that you have a wonderful rest of your day! 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  COMPANY STOLE ALMOST $2000.00 FROM ME!!!!!!!! They are refusing to refund it! Never buy from here. EVER!!! I will be sending this to any news outlets and tik tok influencers for help!!!! I ordered $3000.00 in product about 5 months ago from this online clothing retail company called revolve. *********** sent the the packages but some items were not in the package. Almost $1000.00 worth!! *********** told me they would not help me and to dispute it with my bank, which I did and the bank refunded me and sided with me against the company. I then returned the other items through a company they work with called happy returns which is located in other locations like a petco. (weird I know.) I did this and have emailed proof the items were returned to that location and were now not in my possession. This was over 4 months ago. *********** refuses to refund me saying the bank returned the money. ( which they did not, only for the items not received) *********** says they wont refund and go to the bank. Ive been fighting this for 4 months and am extremely frustrated. THE **** IS UNABLE TO REOPEN ANOTHER CASE SINCE I HAD TO DISPUTE THE NON SHIPPED *****. THE COMPANY STILL HAS MY MONEY AND I HAVE A VOICEMAIL AND EMAILS SHOWING THEY WILL NOT RETURN IT TILL I PAY THEM BACK MONEY FOR THE ***** I NEVER GOT!!!!!!!

*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. ↩