Complaints

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi this is regarding order *********. I have went through a lot of trouble with this order and the company has not been helpful. I ordered these shoes for my honeymoon that I left for this morning. They were supposed to be delivered yesterday. The package was initially misdelivered but a neighbor down the street dropped it off. I opened it and received a romper I didnt order. Assuming someone else got the shoes. I chatted with the company and sent them a photo and everything they asked for. They responded stating that they will not refund me until they have the romper back. This is unfair as I am gone on a 2.5 week cruise and I cant wait this long to be refunded for something thats not my fault. Further research found that legally I don't need to return or pay for something I didn't order. I am 100% okay with returning this as a courtesy however due to not getting what I had initially ordered I am owed a refund at this time. This has been time consuming for me to get this dispute filed & attaching all of the supporting documentation/statements from the *** site. Please make this right.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business advertises refunds and free returns, however with my very first purchase with this company, I was denied this, when I found the products that were sent to me were unacceptable. The dresses that were sent were either damaged or the level of quality in the material or tailoring was lacking and not up to expectations, and were ill-fitted. None of these dresses were worn. I am looking for a dress to celebrate life, turning 40 in February, and trying to beat cancer. I had a masectomy witbour reconstruction and cannot even wear the dress yet. The dress is intended to wear in February ****. This was expressed over the phone before the company finally gave in and decided to give me a return label to return the products for a full refund. I documented the returns and listed all the reasons for each item that was being returned per their protocal. After they recieved the products, I was not issued a full refund as promised. First the claim was the dress was not included in the return, then they said the dress was included in the return but it showed signs of wear, which is a boldface lie. The dress in question was too small and could not even be put on. I told the company to review the security footage of my return because I am 100% certain other than the dress being too small there is nothing wrong with that dress and was never worn. Out of this order I decided to keep 2 of the dressed, even though one of them arrived damaged, I now have to find a tailor to fix it. I didn't want to return it since the dress is out of stock, I wouldn't get an exchange. Should I also be asking for a discount for keeping a dress that arrived damaged ? I originally didn't even ask for that, but the company has proven to be dishonest and lacks integrity and operates under false advertising. I was promised a full refund and that is what I expect.

  Business response

  02/05/2024

  Hello *******, 

  Thank you so much for bringing this to our attention through the BBB. I am so sorry to hear that your experience has been anything less than exceptional, especially given the fact that this is in regards to your first purchase with us! I would love to make this right for you. I have taken a closer look into this and can see that there are quite a few orders here with dresses being purchased, some of which have been returned. However I am not seeing mention of an item received defective. If you could kindly send us an email with the subject line ATTN ******, and the order number in which this is referenced to I would be so happy to take a closer look into potentially getting a discount applied or look into an exchange for you. 

  I also wanted to address your concern with returns as well. I am seeing that you absolutely qualify to return your items back for a refund. However given that you are on our modified return policy there are some adjustments to the standard full refund, and free returns. Policy is subjected to any customer that has 80% returns and up. This policy is noted on our sites returns page under exceptions. I am so sorry that this was not better explained at the time your returns were sent back. 

  Please do kindly reach out to me as listed above so that I may be able to get the dress that you kept taken care of! Thank you again for your time, and I so look forward to your response! 

   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* I placed this order and upon receiving the item I returned it and the condition was new as I received it. I returned it using the reutrn label enclosed and return address was revolve warehouse in shoemakervillle in ** and I still didnt get issued a refund despite revolve sending me an email stating on 11/23 that they received my return in their warehouse and refund would be processed within 2-3 business day Id like refund of 1095$ issued before I file this as a lawsuit and escalate this matter further to ftc.gov and my attorney

  Business response

  12/13/2023

  Hello *******, 

  My name is ****** and I am one of the supervisors with REVOLVE, thank you so much for raising this issue through the BBB. I am so sorry for the delays and inconveniences experienced with your return. I have taken a closer look into this and can see that this was confirmed within our returns team and processed for a full refund on 12/6, which was the day it would be processed as advised by our CS team. I do apologize for the delay in the processing, however we do have to make sure that all items are physically processed within our returns department before issuing a full refund back to the card on file. If there is anything else that I may be able to be with as it pertains to this order, you can absolutely send us an email with the subject line ATTN ******, and I would be happy to help. 

  Thank you so much for your patience and understanding through this whole process. I hope that you have a wonderful day!

  All my best,

  ****** Y 

  Customer Service Lead

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my order number is ********* i have made a big purchase online at revolve.com.I purchased next day delivery and indeed paid extra for faster shipping.I am home all day everyday due to an leg injury.my package stated attempted delivery next day when i was clearly home the entire time .my bell was not rung nor was a package every being delivered .I had to wait until the following monday for an redelivery.Monday came around i am still at home no bell was rung and i received an email my order was delivered i check my status and it was delivered with no signature after the item value being so high a signature required was definitely on the *** website now my package is missing it was never even signed for revolve refuses to do anything even tho it clearly shows my package was delivered without an signature when signature is required please be careful who you shop with

  Business response

  11/13/2023

  Hello ******, 

  Thank you so much for bringing this to our attention via the Better Business Bureau! I am so sorry to hear that you have experienced such issues with us here at REVOLVE. I have taken a closer look into this situation and can see here that you have advised that your package was in fact located, which is great news. However I am seeing that you advised that you received the incorrect item and that it was returned. I do want to confirm that because the item was a FWRD RENEW bag, the item was physically reviewed and confirmed sent out correctly as there are not multiples on our site. At this time I am not seeing that the item was returned back to us despite your advising so.

  Can you confirm the tracking number used to send this back, as the one I have on file does not show any signs of movement. Once I am able to locate the package within our warehouse, after that tracking link is provided I can go ahead and make sure that we follow up with our disputes team, with the status and possible next steps for your situation. However please kindly keep in mind I am not able to process a refund for the item with a pending dispute on file. 

  Thank you so much for your time, and I look forward to your reply! 

  I hope you have a wonderful day. 

  All my best, 

  ****** Y

  Customer Service Lead

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on Revolve.com on Thursday, September 21, at 6:04 PM. However, I didn't like the item, so I decided to return it using the Happy Returns system that Revolve provides to its customers on Saturday, September 30, at 11:38 AM. I received an email stating, 'Your return has been accepted and is now traveling back in one of our reusable totes.'According to the email, 'Within one business day, REVOLVE will send a confirmation email including your refund total. Store credit is available in one business day, and refunds to the credit card should appear on your statement within 3-5 business days.'However, it's now October 14, 2023, and I still haven't received a refund. I've contacted Revolve's customer service team several times, but they haven't provided me with any answers.

  Business response

  10/25/2023

  Hello ****, 

  Thank you so much for raising your concerns with REVOLVE via the Better Business Bureau, I am so sorry to hear of your experience! My name is ****** and I am one of the supervisors with REVOLVE, and wanted to make sure to follow up with you! I can see here that your refund was processed on 10/24, back to your Klarna account. I have also gone ahead and pushed through a full refund back to your account, and will post back into your account in 3-5 business days. If there is anything else that I can personally assist you with please do not hesitate in reaching back out to me via ******************************** with the subject line, "For ******" and I would be happy to help! 

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

   

  All my best, 

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

  Customer Service Lead

  Customer response

  10/26/2023

   
  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,
  
  **********

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I order two items, totally in $850 ish, i returned them, they didn't look great on me and were too expensive. I returned these a month ago, told the same thing now time and time again, "they are checking with the warehouse", this is my hard earned money, they have had the products back for weeks now, I am so livid that they can keep my money and the items!!!!!!!

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* I didnt receive the order problem is when I placed this order I was told that its going to be shipped by *** 2nd day but it was shipped with CDL. CDL always has issues so I dont know why revolve decided to ship with CDL. Id like refund to be issued back to original payment method

  Business response

  10/03/2023

  Hello ****, 

  Thank you so much for binging this to our attention via the Better Business Bureau. My name is ****** and I am one of the supervisors with REVOLVE. I am so sorry to heat that you did not receive your packages. Unfortunately we have been seeing an increases occurrences of packages not being delivered as promised with CDL. For this reason we have paused the us of CDL and your packages ground forward will be delivered with **** I am so sorry that despite being advised of the proper courier your second package was again shipped with CDL. I can understand completely how frustrating that is. 

  I have taken a closer look into ********* and can see here that this order was refunded in full back on 9/21. I will resent a refund confirmation email to you once more for your records. In the meantime I do want to kindly ask that you take a look at your statements on your credit card around 9/23-9/28 as that is when this refund should have posted. If there is anything else that I may be able to help with please do reach out to us directly at REVOLVE. At the email ******************************** and in the subject line write "FOR ******" and i will grab it and make sure to take care of whatever you may need. 

  I do hope that this information has been helpful and please do reach out to me should you have any other further questions! I hope that you have a wonderful rest of your day! 

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I was targeted by my lead ***********************. I felt very harassed and was treated unfair. The company I felt like was offered not the whole truth when it comes to as why I was terminated. I had one of the strongest numbers on my team and she was out to get me from day 1. I provided documentation to all absences, and kept in communication regarding my late shifts due to system error. I would like this to be reported that I was not treated correctly.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company attempted to charge my PayPal account for 2 different charges $214 & $192 on May 26th. They said it was for a pending order. I have never dealt with this company or even heard of them prior to seeing these charges. Revolve sent me an email asking me to confirm order so they could ship, naturally I didnt confirm it. I have tried to call them and can not get through to anyone. Now they have attempted to charge my *********** credit card for $214 on May 30th. I have disputed it and *********** closed the card. Now Revolve has tried to charge my PayPal account again on May 30th. I am unable to reach anyone at Revolve to stop these charge attempts that I have not made.

  Business response

  07/07/2023

  Hello ******, 

  Thank you so much for bringing this issue to our attention via the BBB. I am so sorry to hear that this has been your experience with us this far! I have taken a closer look into this and can see here that the three additional attempted charges have been declined and any pending transaction on your PayPal accounts has been dropped. I am so sorry that your Capital Once charge was used to plan an authorized purchase. We always take extra effort to make sure fraudulent purchased are not made, however sometimes they are pushed through. I am so glad to here that dispute was made. Please know that if *********** needs anything from us at all in order to conduct and close their investigation in your favor, REVOLVE will full comply with whatever they need! If there is anything else that I personally can do to assist you in these matters further please go ahead and send me an email at ******************************** with the subject line ATTN: **************** I would be happy to follow up! 

  Thank you again, and I hope you have a wonderful day!

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had placed an order for 3 items, only to receive 2 of the items. Im missing a pair of jeans. When contacting Revolve, they are demanding I sign a document. In the document it is making you agree to them not refunding or being responsible for future purchases. This is such a terrible business practice to put the blame and responsibility onto customers. Also, the pair of shoes I received are disgusting, used and I demand a refund for my missing jeans and used shoes! This is so disappointing.

  Business response

  03/23/2023

  Hello ******, 

  Thank you so much for providing your feedback regarding your most recent experience with REVOLVE. My name is ****** and I am one of the supervisors with REVOLVE, and I wanted to be sure to address you concerns that you have provided the Better Business Bureau. I am so sorry to hear that your experience has not been positive thus far! I can understand completely how frustrating it is that your order was missing the jeans at the time of delivery. I did take a closer look into this and was able to confirm that the three items in you order 196128957 were shipped out by our warehouse team. For this reason, and that this is the second claim on your account for an order with missing items, we did have to go ahead and send the affidavit to be signed. At this time we are happy to go ahead and get you taken care of for this order, but in order to do so we do need to have that affidavit reviewed and signed.

  While I know that this is not an ideal situation, and is frustrating we do have to make sure that we are following our policies and procedures here. If you would like to go forward with this refund please do kindly reach out to us directly with that signed affidavit and I would be happy to issue that refund right away. If you are not comfortable with signing that, I do kindly recommend reaching out to AfterPay to dispute the charge. Our team will be sure to provide any information for them to conduct their investigation! Thank you again for your time, and I hope that you have a wonderful day. 

*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. ↩