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:08/14/2024

  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 purchased multiple pieces of jewelry and it didnt arrive. I try making a claim but the carrier said they have to make the claim. I would like a full refund to my original form of payment.

• Initial Complaint

  Date:04/27/2023

  Type:Product 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 02/21/2023 I PURCHASED A CHOKER(NECKLACE) FROM LOVISA **********, ** STORE RECEIPT #****. ON 03/01/2023 I RETURNED THE CHOKER TO **************** ** STORE LOCATION INPARAMUS, ** $29.84. I RETURNED TO THE ** STORE ON 03/08/2023 AND SPOKE TO THE STORE MANAGER VERIFYING I NEVER RECEIVED A REFUND. AFTER ABOUT 45 MIN, WE CONFIRMED THAT THE RETURN WAS DONE INCORRECTLY. THE EMPLOYEE DID THE RETURN AS A CASH REFUND AND NOT A CREDIT RETURN. THE STORE MANAGER REACHED OUT TO THE DISTRICT MANAGER MAKING HER AWARE OF THE INCIDENT AND I WAS TOLD TO EMAIL THEIR CORPORATE OFFICE BECAUSE THERE WASN'T ANYTHING THE COULD DO AT THE STORE LEVEL. FIRST OF ALL IF THE RETURN WAS VERIFIED THAT IT WAS DONE INCORRECTLY WHY COULDN'T THEY TAKE CARE OF IT IMMEDIATELY. I HAVE WRITTEN TO LOVISA.COM AND STILL HAVE NOT RECEIVED ANY RESPONSE OR HELP. THE MANAGER AT THE ******* STORE LOCATION TOLD ME THAT SHE CAN HELP ME ONCE I RETURNED TO LET HER KNOW I EMAIL THE COMPANY. SHE WAS RUDE AND ANNOYED THAT I CAME BACK TO QUESTION HER ABOUT HOW WAS I GOING TO BE REFUNDED. I WOULD LIKE FOR SOMEONE TO BE RESPONSIBLE AND ASSIST IN MY REFUND!

• Initial Complaint

  Date:12/28/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 went into the *************** store on 12/21/22 to purchase a $20 gift card. The store manager ****** was helping me. She rang through the transaction and my payment showed completed, however the *** system could not complete the transaction and activate the gift card. She called someone and they said it was probably a bad gift card to try again. She repeated the transaction and had me swipe my credit card a second time with the same results. She then advised me to come back to the store if I see the now 2 $20 transactions hit my card and they would refund the money. I walked around the mall for a while more and one of the transactions hit my account. She tried to do a refund but because the transaction didnt complete in the *** system, there was no receipt to refund off of. She submitted a ticket to her company and said she would call me by the end of the day to resolve the issue. No call ever came. Two days later the second transaction hit my account, still with no call from her so i went back to the store. She claimed she was about to call me and that I had to call customer service to resolve the issue. There is no workable number listed, only an email. I have exchanged several emails with customer service and they are not understanding the issue let alone correcting it. The last correspondence was 12/27 and i have stopped receiving replies from them. One of their suggested resolution steps was to have a member of the ***************** team call me. I have provided my phone number and all relevant information and have not received a call or an email back stating that someone would contact me to resolve the issue. I am out $40, with no gift card and no one attempting to resolve the issue quickly.

  Business Response

  Date: 03/09/2023

  ******(Lovisa) Mar 9, 2023, 18:53 GMT+11 Hi *********, Thanks for staying in touch with Lovisa Customer Care. As mentioned, in this case we happy to arrange for a member of the ***************** team to contact you and arrange an alternative refund method that better suits you, provided we are able to do so. While we would be happy to process a manually refund via our finance department, we completely understand not wanting to provide personal information via email. In this case, as an alternative solution, we would like to offer you a gift card to the value amount paid for this transaction, plus a little extra to apologise for the overcharge ($45 USD total). This gift card can be used online or in store, and is valid for 3 years Should this be the preferred resolution, please confirm this is the correct email address for us to send this gift card to. We look forward to resolving this for you. Warm Regards, Bringing brilliantly affordable fashion jewellery to the world. *** | ** | ** | SAF | *** | ** | ASIA email: ******************************* www.lovisa.com Thank you for contacting Lovisa Customer Support.

  
  

  Customer Answer

  Date: 03/09/2023

   
  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.

  
  Please note that I will choose the gift card option as a means of resolving the issue.  I had asked for a retail manager to call me prior and received no response.  The correct email for the gift card is ***********************.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 03/27/2023

  Hello, I provided a response on 3/9 to the resolution of my complaint, however I still have not received anything from the business.My complaint# is ********. PLease advise on next steps.

  Sent from ********************************;***********************

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service 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.

  Today at 6pm the *********, unprofessional and scantily clad, ****** associate/cashier n ********* **** ******************* refused to issue a paper receipt for items purchased. She stated that they never give paper receipts and demanded an email address. Not everyone uses or has email addresses, or smart phone or laptops, so those of us who do not have it are not given a receipt. That should be stated BEFORE making the purchase, not after. She also said that items were NOT returnable. I had to borrow a computer and create an email to file this complaint. Anyway... This place is a big scam! Dishonest and conniving. I deserve a receipt by law!!

  Business Response

  Date: 08/15/2022

  Business Response /* (1000, 17, 2022/08/15) */ Hi ******, Thanks for your feedback. We are really sorry to hear this has happened. If you requested a hardcopy receipt, the team should have provided this to you - we are really sorry they didn't. I have escalated this to our Retail Management team so re-training can be conducted where necessary. We have contacted you directly via email so that we can retrieve the relevant details in order to locate your receipt. We look forward to hearing from you. Warm regards, *************

• Initial Complaint

  Date:05/29/2022

  Type:Billing 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.

  Went to Lovisa at Barton Creek Shop N07a, **********************************************, United States and purchased the below 3 products with the invoice number- ***** (Dated: 15-May-2023) and its price on back of the card as below: SKU - ***************************************************************************************************** - Price on Product - US $12.99 Seems the shop got a go green policy and didn't offer any option to get a bill in paper format and shop sales person informed that we will receive the bill in another 10 minutes, which we didn't and finally received the bill only at 10 pm central. Surprised to see the amount on the bill is totally different from what is on the product label. Price received in email: SKU ***************************************************************** - US $14.06 Went in-store and explained the rate glitch they had, and requested for a refund for the difference amount. The person at in-store was rude, replied back the price is correct from their end and we need to file a claim in the bank, she didn't even say customer care at the first. After asking for a Lovisa contact number, she then asked to file a claim with customer care. Not sure how many other person was affected with this inflated price on that day or even today. Maybe this could be the reason Lovisa is avoiding paper bill, so that they can inflate the price on the email and fewer person will go all the way to shop to file a claim, which the store even doesn't do it. Tried to reach Lovisa customer care number, and its going blank with no response. I no longer want to use their products anymore and need a full refund due to their worse in-store customer service and inflate in price done without customer knowledge.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 20, 2022/09/01) */ Hi ********, Thanks for raising this enquiry. I apologise sincerely for the experience you had in our Barton Creek store, I understand how this experience would have led to disappointment and frustration. The prices you see on the back of the product carding is the actual price, excluding tax. You are required to pay a % of tax, you would have paid this at checkout. The reason the e-receipt reflects a different price per unit is because it reflects the price of the item, including tax. Therefore, you have not been overcharged. As a gesture of goodwill, please accept this discount code to use next time you are shopping online with us. ************* I can assure you, your experience will be escalated to the Regional Manager of the store so that it can be addressed with the team involved and re-training can be undertaken if necessary. Should you have any further questions or concerns, please do not hesitate to get in touch. Warm regards, ***************