Complaints

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:12/12/2024

  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.

  I ordered several items on 11/22/24. They said they would be shipped within 7 business days. The items did not arrive until 12/11/24. This was the first problem. The second issue happened when I tried to return 3/6 items I bought (which were horrible quality). When I submitted the return, the website indicated that it would need to go through an "approval process" and then after 24 hours, a label would be emailed to me. Basically you better hope you like what you get, because you have to jump through hoops to return anything.

  Business Response

  Date: 12/12/2024

  Dear ******, we are sorry to see that this experience did not meet your expectations. 

  Firstly, regarding the shipping time, we understand that it can be frustrating when orders take longer than expected to arrive. Though we do our best to ensure that we meet the delivery timeframe, there are still isolated occurrences in which orders can be delayed due to external factors beyond our control. We will definitely take the necessary measures to avoid such inconvenience in the future.

  Secondly, we take the quality of our garments very seriously and we always aim for our products to meet our customer's satisfaction. We have sent the information to the related department. They will input a lot to provide all Cupshe customers with suits that will provide better performance.

  Thirdly, once a return request is submitted through our website, the system processes the approval within just a few minutes. The return label is usually sent to your order email almost immediately after approval. However, in rare and unforeseen circumstances, there might be slight delays. To ensure transparency, our system displays a timeframe of up to 24 hours for processing and sending the return label. Rest assured, in most cases, the label will arrive much sooner.

  Lastly, we have sent you an email so we can discuss this further with you and see what resolution we can come up with. Please check it at your convenience. We hope to hear from you soon!

  
  

• Initial Complaint

  Date:11/27/2024

  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.

  I placed an order back in July. The company claimed that my package was delivered. I never received it. They said they were going to refund me the money and I still haven't received it

  Business Response

  Date: 11/27/2024

  Dear *********, thank you for contacting us regarding the unauthorized affiliation with "Rugsend."  We appreciate your diligence in ensuring that you are visiting our official website to avoid any potential losses.
  Rest assured, we want to clarify that we are not affiliated with "Rugsend" in any way.  We take issues of intellectual property infringement seriously, and we have already taken steps to address this matter by filing a complaint against them.We value your feedback and want to ensure that you are protected from any potential losses resulting from unauthorized transactions.
  We highly recommend that you consider initiating a complaint with your bank regarding any transactions made through "Rugsend."  You may use our conversation as evidence to support your complaint. Additionally, if you have any further information or
  documentation regarding these transactions, please do not hesitate to share them with us.
  We will utilize any information provided to further support our complaint against "Rugsend."
  Thank you for your understanding and cooperation in this matter. We apologize for any inconvenience caused and appreciate your continued trust in us.

• Initial Complaint

  Date:09/23/2024

  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 in July and paid $ ***** I never received the merchandise. I contacted the company and was promised a full refund.. I have not received a refund and still no merchandise..

  Business Response

  Date: 09/24/2024

  Dear customer, thank you for contacting us regarding the unauthorized affiliation with "rugsend."  We appreciate your diligence in ensuring that you are visiting our official website to avoid any potential *********** assured, we want to clarify that we are not affiliated with "rugsend" in any way.  We take issues of intellectual property infringement seriously, and we have already taken steps to address this matter by filing a complaint against them.We value your feedback and want to ensure that you are protected from any potential losses resulting from unauthorized transactions.We highly recommend that you consider initiating a complaint with your bank regarding any transactions made through "rugsend."  You may use our conversation as evidence to support your complaint. Additionally, if you have any further information or documentation regarding these transactions, please do not hesitate to share them with us.We will utilize any information provided to further support our complaint against "rugsend."Thank you for your understanding and cooperation in this matter.

• Initial Complaint

  Date:08/13/2024

  Type:Sales and Advertising 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 ordered from cupshe July 11th it is August 13th and they are telling me my package was delivered on the 8th.. I haven't received anything from them. Your tracking site never worked. I had to email them .. which ironically is called rugsend several times. They are telling me to check with my neighbors to see if my package was delivered there.. no the package was not delivered to my home. This company is a scam. Now I have to worry about whether my account is going to be hacked?

  Business Response

  Date: 08/15/2024

  Dear ***************************************, we're sincerely sorry to hear about the shipping issues you have experienced.

  If the shipping information shows that the package is delivered, we usually provide some tips to help customers find the package. The most efficient way to solve the problem is to let customers contact the shipping carrier. We are willing to offer help if it does not work. We will also improve our logistics service in the future to reduce the occurrence of such incidents.

  Finally, we would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. Looking forward to your response.

• Initial Complaint

  Date:07/15/2024

  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 online on June 7th and the shipping stated it would take 5-7 business days.and should arrive by 7/17.I was just notified today that it shipped and will not be here until 7/23.I needed it by the20th, and based on the shipping time it stated that would not be a problem.I no longer need the items and want a full refund so that I can go and purchase some elsewhere before i leave on the 22nd.

  Business Response

  Date: 07/15/2024

  Dear ***********************, we are sorry to see that this experience did not meet your expectations.

  We found that there is an item in your order is a pre-sale item, which means that the item is currently sold out and may take some time to restock. Generally, the whole order will be shipped out when the pre-sale items are all restocked as stated on our website, which causes the delay in shipping of your order. But now your whole order has been shipped out and it is on the way to you. Additionally, if you prefer to get your parcel quickly next time, you can also contact our customer service to split the order and give priority to the products in stock.

  Lastly,we have sent you an email so we can discuss this further with you and see what resolution we can come up with. Please check it at your convenience. We hope to hear from you soon!

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21990557
  
  I am rejecting this response because:
  When I was checking out it said my order would be here by July 17th. If I knew that it wasn't going to be here when I needed it I would have paid the extra shipping.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/18/2024

  Dear customer, I can certainly empathize with the inconvenience this caused you. If you had known the item would not arrive by July 17th as promised, you likely would have opted for the faster shipping option, even with the additional cost.
  
  Moving forward, we will be reviewing our delivery estimates and shipping options to ensure full transparency for our customers. If a product is not going to arrive by the date needed, you can refuse delivery or if you would prefer to return the item when you receive them, we will gladly cover the return shipping costs so that you can get a full refund. Please let me know if that is the route you would like to take.
  
  Your satisfaction is extremely important to us, and I hope we can regain your trust through this resolution. Please don't hesitate to reach out if there is anything else I can do to make this right.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair 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 and ordered and paid with Apple Pay but the company sent the items to my old address. They gave me a store credit for the amount of $78. I placed another order for the total of $198 using the $78 credit. When trying to return the items since nothing fits, I was told I cant get the money from the store credit back because its a coupon. Requesting a full refund

  Business Response

  Date: 07/08/2024

  Dear customer, we are sorry to see that this experience did not meet your expectations.

  The coupon is a special offer to simplify the return process. But if some customers still have problems with the coupon order, we will also apply to our superior to provide with extend service to solve the issue. Sincerely sorry to know that you are unsatisfied with our return policy. We will be sure to pass on your opinion to related department. Hope they could make some improvements in the future.

  Lastly, to express our apology, we also sent you another email regarding this issue. We'd love to make every effort to turn your experience into something better. We sincerely wish for your understanding.

   

• Initial Complaint

  Date:07/01/2024

  Type:Order 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.

  This company continues to send spam and CONSTANT emails after attempting more than 10 times to unsubscribe from their emails. I tried blocking their email, I tried marking them as junk, etc and they continue to send emails every couple hours! It is so frustrating and they do not do anything to stop it.

  Business Response

  Date: 07/01/2024

  Dear customer, we sincerely apologize for the inconvenience and frustration caused by the continuous receipt of emails, newsletters, and other communications despite your attempts to unsubscribe.
  We understand how important it is to respect our customers' preferences regarding communication. Please note that if you unsubscribe, you will not receive any advertising emails. However, if you place an order on our website, you will still receive order confirmation and logistics transportation-related emails as well as the notifications of product price changes. This is mainly to ensure that you understand the order/product latest status.
  To ensure that you no longer receive unwanted emails from us, we have sent your relevant details to our IT depatment, our team will prioritize your request and take the necessary steps to remove your email address from our mailing list immediately. 

  Customer Answer

  Date: 07/02/2024

   
  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,
  
  ***********************

• Initial Complaint

  Date:06/21/2024

  Type:Delivery 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.

  ORDERED A SWIMSUIT, DIDN'T FIT BECAUSE ITS CHINESE MADE. IT IS NOT OF GOOD QUALITY. THEY SAID TO RETURN THE **** AND OFFERED ME $10 CREDIT. I SAID I WOULD JUST TAKE THE RETURN RECEIPT, SAVING THEM $5. THEY KEPT SOME OF MY MONEY AND REFUSED TO GIVE IT BACK, EVEN IF THEY HAD OFFERED $10 CREDIT SO GIVING ME MY CREDIT WOULD STILL BE UNDER THE $10. THIS IS A WARNING SO YALL DON'T BUY FROM THIS COMPANY BECAUSE IT TRULY IS CHINESE MADE AND SIZES ARENT ACCURATE, HENCE ALL THE COMPLAINTS.

  Business Response

  Date: 06/23/2024

  Dear customer, we are sorry to see that this experience did not meet your expectations. 

  Firstly, Cupshe embraces different figures. **** spent years designing and perfecting the fit for diverse body types. We appreciate all the feedback received. Therefore, your request has been sent to our Design Team and will be reviewed and taken into consideration. Besides, we stick to uniform standard to guarantee the quality, no matter where the suits made in.

  Secondly, we find that you paid $47.87 for your order, including $44.88 for the product and $2.99 for the shipping fee you paid for this order. However, the shipping fee was charged by the shipping company and you have already enjoyed the logistics service that we sent the parcel to you, so we have no access to refund the shipping fee you paid for this order. And full refund means the refund of the products that sent back. We apologize for that it is not detailed-stated on our website, therefore, some customers confused. We will optimize it and try our best to make improvements. 

  Lastly,we have sent you an email so we can discuss this further with you and see what resolution we can come up with. Please check it at your convenience. We hope to hear from you soon!

  Customer Answer

  Date: 06/24/2024

   
  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,
  
  Vey Bean

• Initial Complaint

  Date:06/20/2024

  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.

  I purchased some items for a birthday celebration and tried to return them. Nobody will email me back. I've tried to ****** a number that tells me the voicemail is full. There was NOTHING on the check out saying I couldn't return or anything. They act like returns are easy but then they ignore you.

  Business Response

  Date: 06/24/2024

  Dear ***********************, we sincerely apologize for any inconvenience or confusion this may have caused. After carefully reviewing your order details, we have confirmed that you should be able to initiate a return without any issues. Our system shows that your order is eligible for return, and you can proceed with the return process as outlined on our website.
  
  Additionally, we have conducted a thorough search of our system and were unable to locate any previous contact history from you. This might be due to an incorrect email address being used. We understand how frustrating this situation can be, and we apologize for any inconvenience this may have caused.
  
  Regarding our customer support services, please note that we do not provide a direct hotline number for immediate calls. Instead, we have implemented a hotline appointment system. This approach allows us to manage inquiries more efficiently and ensure that each customer receives dedicated and personalized support. We believe this system helps us address your concerns more effectively and provide better overall service.
  
  Given the challenges you have faced, we want to ensure you receive the assistance you need. To that end, we will send you a follow-up email shortly with detailed instructions on how to proceed with your return. This email will include step-by-step guidance to help you navigate the return process smoothly and ensure that your return is processed promptly.
  
  We sincerely apologize for any confusion or inconvenience you may have experienced and appreciate your understanding and patience in this matter. If you have any further questions or require additional assistance, please do not hesitate to reply to this email. We are here to help and ensure that your issue is resolved to your satisfaction.

• Initial Complaint

  Date:05/30/2024

  Type:Service or Repair 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.

  made a purchase from said company, never received. Although shipping showed delivered, did not receive. Said company shipped again, shows delivered, still not received. I have never had an issue with receiving packages prior to this. this is fraud, you willingly took money for goods with nothing received.

  Business Response

  Date: 05/31/2024

  Dear *****************************, we understand you're frustrated and can certainly take a further look into this.

  Firstly,  if the shipping information shows that the package is delivered, we usually provide some tips to help customers find the package. The most efficient way solve the problem is to let customers contact the shipping carrier. We are willing to offer help if it does not work. We will also improve our logistics service in the future to reduce the occurrence of such incidents.

  Finally, we would love to look into your case specifically and offer better assistance, but we are unable to recognize your related order in our system after checking your user name and email address. Please feel free to contact us on livechat or send an email to **************************************** we will get back to you as soon as possible. We sincerely wish for your understanding and constant support.