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:01/03/2023

  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.

  The purchase date was November 2022 for amount of $185. It was a gift to me. My sister purchased a black bag and after 2 days the thread was comimg out of sides and handles of bag. And it continues to come out. I sent pictures to company and all they offered was an apology.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/04) */ We can confirm that in the event the purchase has arrived in this condition, our Customer Support Team is more than happy to provide a replacement at that time, but in the event the CISE tag was removed and the product has been used outside of our Return & Exchange Policy timeframe, we unfortunately cannot accept the product as a return. As listed on our Return & Exchange Policy, all sales are final, therefore we are unable to provide a return for a full refund. Consumer Response /* (3000, 7, 2023/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The damage occurred after the tags were removed. My complaint was the quality of the item. Business Response /* (4000, 9, 2023/01/05) */ We appreciate the feedback as it has certainly been noted on our end and does assist us with continuing to improve moving forward. While we are unable to provide a full refund, as requested, as all sales are final, we can confirm that we are unable to accept the product as a return after usage or the CISE tag has been removed. Our Customer Support Team does their best to assist with all matters and ensures they've noted any feedback as it is sent to our team for further review but per the Return & Exchange Policy, our Customer Support Team is unable to accept a product for return outside of the Return & Exchange Policy timeframe. In the event that our Customer Support Team can make any accommodations with the return process within the return timeframe, they'd more than happy to do so via email. We can confirm that as listed on our Return & Exchange Policy, returns cannot be made for full refunds and cannot be made outside of our return policy timeframe as we are unable to accept products that have been used or have the CISE tag removed and this was the reason we were unable to offer a return for the customer.

• Initial Complaint

  Date:01/01/2023

  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.

  My son ordered his sister a purse/bag from this website. She had wanted this bag so bad. He saved up to buy it for her. I placed the order, paid for the order and tracked it. Packages showed delivered. NEVER WAS! Cameras didn't pick up a delivery, wasn't at neighbors homes, NOTHING. I contacted "customer service" to open an investigation and 40 mins later the investigation was closed saying,"shipper marked item as delivered so therefore the item has been delivered" and showed me the SAME tracking info I saw. There's not even an ending address and prior to it saying "delivered" it was at some trailer park showing out for delivery. I have all the messages, emails, camera footage and call logs from 12/29/2022 when CISE says this item was delivered. They even put in writing that "sometimes items will say delivered but not actually arrive for a couple days"...we'll this NEVER arrived. Shipper says contact seller (CISE)...seller says contact shipper. Just runaround without solution nor accountability. I WANT MY MONEY BACK OR THE ITEM I ORDERED SENT OUT IMMEDIATELY!!!!!!! I will have it delivered to my job if need be where there's 24 hour security to check in!!! No solution whatsoever was offered so they scammed us out of over $175 and he couldn't even get the bag for his sister after TELLING her he was getting it for her, after her wanting to support a Black owned business! Until this is rectified, I will continue to share the screenshots, emails, etc of our horrible experience! Maybe because a boy was ordering the bag, we got such horrible "customer service" I don't know but I am utterly disgusted. REFUND IR REPLACE THE ITEM is the only solution I want

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 5, 2023/01/04) */ In the event a package is delivered to the customers shipping address as listed on their order, we can confirm that we do provide the customer with their tracking number, tracking link, and confirmation of delivery, as listed on the tracking website and provided by the mail carrier. CISE has fulfilled, shipped, and delivered the package to the shipping address provided to us on the order, therefore once a package is delivered, CISE has completed the order to its entirety. We do recommend that customers reach out to Route Package Protection as Route is automatically added to all customers orders at checkout unless the customer removes it from their cart manually by opting out of this package insurance. Route can assist with lost, stolen, or damaged packages, therefore in the event the customers package was lost, stolen, or damaged, they can file a claim with Route and Route will assist with a replacement order or a refund. We always advise that customers reach out to the mail carrier for further delivery confirmation and Route in the event they feel as though their package was lost, stolen, or damaged. Unfortunately, we cannot provide full refunds for delivered packages, therefore this is the reason the customer did not receive a full refund for their delivered package. In the event they have not filed a claim with Route Package Protection as Route is the package insurance for all CISE orders, they can do so using their order number and email address and Route can assist with lost, stolen, or damaged packages. Both CISE and the mail carrier records have confirmed that this package has been successfully delivered. CISE has completed this order to its entirety, therefore we are unable to accommodate the refund or replacement requested by the customer. Consumer Response /* (3000, 8, 2023/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Telling me to go to the shipper and the shipper is telling me to go to the seller. Nevertheless, no product has been received, no issue has been resolved, yet CISE and Lasership have both received funds for services and products not received. It is not only EXTREMELY unprofessional just to repeat a generic response, when I have screenshots and emails of admittance of evasive tactics. Maybe this company is scamming many out of money, due to their poor business practices. I make enough money that this products' low pricing is not the issue. The issue is paying for something and not receiving it. This is poor equity on the company's behalf and scam-like tactics. I will advise NO ONE TO BUY FROM THIS COMPANY AS IT IS A SHAM. Business Response /* (4000, 12, 2023/01/06) */ We can confirm that this package was delivered on 12/23 at 1:37PM in ******* ** XXXXX US, to the same shipping address provided to us on the customers order. **** has ********** ******** and ********* this package to the customers shipping address, as shown in the images of their tracking information and listed on their Shopify order page. Please see attached images below. In the event the customer believes that their package was lost, stolen, or damaged after delivery, they can reach out to Route Package Protection, which is automatically added to all carts at checkout unless manually removed by the customer, as Route is the package insurance for all **** orders, Route can assist with claims for ***** ******* or ******* packages and can assist further with this matter. We have provided the customer with all details of their delivery information via email and have also provided them with images of their tracking website and order page. This package has been successfully delivered as of 12/23 at 1:37PM in ******* ** XXXXX *** Consumer Response /* (4200, 14, 2023/01/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again....just because a driver stamped "delivered does not mean it was ACTUALLY delivered. Moreover, your company and the shipper scam people into thinking they will receive rushed shipping by indicating "delivered, but item may arrive in a day or so after". Just repeating the response you already did isn't a resolve. Where's the confirmation? Where's a picture of the delivery point? Where proof of final delivery destination OTHER than the proof of purchase and "tracking" info? I have camera footage if that day the next day the day after that....ABSOLUTELY NO DELIVERY WAS MADE. I have begged the shipper and the seller to orovide proof of deliver and CISE sent me a screenshot of my order form with a tracking number. Even the tracking has no end address listed...just says the city and state! I will give my son his money back for this purchase from my own pocket to teach him that this is NOT how you conduct business whatsoever! SHAME ON YOU! Invest in some equity & empathy training...your company will be better for it. Right now...it's terrible and judging from reviews and FB, and other social media, we aren't the only ones who've experienced the SCAM called CISE & LASERSHIP

• Initial Complaint

  Date:09/12/2022

  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 transaction ******* Amount paid: **** Order # XXXXX I was on their********** and saw a blue and black bag that I wanted. I went to their website and made my purchase using ********. I went back on their********** and discovered that they have 2 blue bags **** and ******* I purchased **** but wanted ******* I made another order for the black and ****** bags and sent an email to their customer service to cancel my previous order since they don't have a cancel order button on the website. Curious as to how long I would get my money back I went to their returns policy page and discovered that ALL SALES ARE FINAL and that they only do store credit. I got scared so I did some research and discovered that they do make exceptions. Seeing as I contacted them less than 10 min after placing my order, I thought an exception would be made. The customer service email contacted me the following Monday and informed me that my orders have been shipped out and that we will deal with the issue when I receive the items. I received the items and emailed them the same day. I was told that ALL SALES ARE FINAL but they would ask their manager if an exception could be made: they said no. After doing my research, I discovered that not informing your customers in plain view on your website of an all sales is final policy is illegal. Between the home page, item add to bag page, the cart, payment page, and confirmation page, there's no indication of their policy. And after further research, I found that not giving your customer the proper opportunity to cancel an order ie. A cancel button on the site had gotten fashion nova in trouble. Customer service has been no help. They just send me pre-made emails about how they only do store credit. I just want my money back and I shouldn't have to pay for a mistake that was out of my control.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/09/12) */ The fulfillment process for this order had already begun at the time we received the customers inquiry to cancel, therefore, the package had already been fulfilled and shipped, therefore we could not cancel the order after that process as we could not cancel the shipment of the package. While we do recommend that customers do not complete the checkout process (submitting contact information, shipping addresses, and payment methods) via checkout in the event they do not wish to make a purchase on our website. Once an order is placed with us, the processing time frame begins and orders are fulfilled then shipped and orders cannot be cancelled after the fulfillment process has begun. In the event the order had not yet processed and been fulfilled, we can cancel and refund the order prior to the fulfillment process beginning, as we did with one of the three orders placed by this customer but since the customers other two orders were fulfilled and shipping, we could not cancel the order. As previously mentioned, in the event this customer did not wish to place another order with us, we do advise that they do not complete the checkout process and click submit, as once a customer completed the return process and clicks submit, the order will then begin the process of being fulfilled and shipped to them. This customer has been informed of this matter via email as we have been in constant communication with the customer regarding this exact matter. We have informed them that they can return their purchase, as listed on our Return & Exchange Policy, for store credit, as they have emailed us stating they would like to begin the return process but our return process does not allow for a return for full refund. Our Return & Exchange Policy is available for all of our customers to view prior to and after placing orders with us and our all sales are final policy is also listed within that same page on our website, therefore in the event a customer did not review this policy prior to or after placing an order, that is the responsibility of the customer, as this information is listed for all of our customers to view. We have been in constant communication with this customer via email and will be happy to assist them further via email if they have any additional questions. At this time, the customer has not responded back to our last email response on 9/9/22 at ****** PST. Once we have heard back from them, we can assist them with the return process as listed on our Return & Exchange Policy. The customer can speak further with our Customer Support Manager for additional information as our Customer Support Manager will be happy to answer any and all questions they may have regarding this return process. Consumer Response /* (3000, 7, 2022/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I should not have my money stolen because your company doesn't have an effective cancelation system and the fact that your all sales is final policy isn't well advertised on your website. It seems that we are getting no where because we keep repeating the same thing to each other. Business Response /* (4000, 9, 2022/09/14) */ As previously mentioned, in the event a customer does not wish to place an order with us, we do advise that they do not complete the checkout process and click submit, as once a customer completed the checkout process and clicks submit, the order will then begin the process of being fulfilled and shipped to them. While we do understand that the customer placed the order in hopes of canceling it at a later time, since the order was processed and fulfilled prior to receiving the customers inquiry to cancel and they do wish to return their purchase, we can assist them with the return process, as previously mentioned. We are currently waiting to hear back from the customer via our Customer Support email as our last response was sent on ****** at ****** *** and would be happy to assist them further with the return process via email. We look forward to hearing back from them via email to assist further. Consumer Response /* (4200, 11, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, I should not have my money stolen because this company doesn't have an effective cancelation system. I sent my cancelation email as per stated on the website and during their business hours. I didn't receive a response till I sent a follow-up email the next business day. If I have to wait for someone to see my email, of course the order is not going to be canceled in time. So why am I paying the price for their slow cancelation process? I haven't responded to their emails because what they are stating during this *** dispute is what they sent in the emails almost word for word. I'm being sent the same thing over and over again.

• Initial Complaint

  Date:08/16/2022

  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 purchased the *** Black ***** Leather Bag on X-XX-XX for ******* order number XXXXX and the stitches on the handle is coming undone see attached pictures. The product is supposed to be high quality and there should be no reason for this issue. I reached out to customer service by email on X-XX-XX to advise them of the issues. They asked if the tags were still attached and I told them no. The only solution that they offered me a *** off ****** for a future purchase. This is unacceptable. They need to stand behind the products. I would like to exchange the bag.

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 5, 2022/08/17) */ In the event a product arrived to the customer with any possible damages during shipping, once the package has been delivered to the customer, they can notify us within 5 days of their delivery date and we can assist them with a return for replacement. Once a product falls outside of our Return & Exchange Policy time frame, the CISE tag has been removed, and the product has been in use, CISE is unable to provide a return as the product no longer adheres to our Return & Exchange Policy. Our Return & Exchange Policy guidelines are listed on our website to be viewed by all customers, therefore the reason the customer did not receive a return for an exchange is due to the product falling outside of our Return & Exchange Policy guidelines. We are unable to accept this product as a return as it has been in use, CISE tag has been removed, and it has been longer than 5 days since the product has been delivered, therefore we are unable to provide an exchange for this used product. Consumer Response /* (2000, 7, 2022/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Customer service resolved issue with a store credit for the purchase price. Dispute closed.

• Initial Complaint

  Date:07/15/2022

  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 2 purses (large blue protect black people & small protect black women) and some ********** in *** & received it very quickly. I love the sweatpants! The blue purse I gifted to my **** friend who graduated from ***** University in ***. The little black one I wore to her graduation party in ***. Loved it so I ordered another one that came mid ***** I unboxed it and placed it in my purse closet. For Juneteenth I pulled out my first purchase the small Protect Black Women purse to wear it again and halfway into my day I noticed the inside lining was coming detached. So, I emailed customer service on **** because there's no way. I've had cheaper leather purses for years that I wore on a regular that are still **** intact. I also decided to closely examine the new larger black purse I had just received and realized the stitching wasn't even finished on the handles and one side of the extra strap included. The inside lining you could also see the glue or whatever holding it together in the corners. Which to me meant it wouldn't be long before that lining started coming apart too. The purse i was sent doesn't match the purse on their website. They are rushing through making these & not checking the quality before sending them out. I emailed them pictures & a complaint about that purchase too & about 6 days later they finally responded & asked for more pictures (I'm convinced it's an automatic ********* I sent pictures again & I didn't receive a reply for another like 7 days. They said they'd exchange it. I sent both purses back & yesterday I only received the larger black purse. And it's the same as the previous I complained about and just sent back to them! At 1st all I wanted was exchanges because I paid too much to be throwing these bags away or paying someone to fix them already! But now after almost a full month of back & forth with no real resolution I just want my money back for both purses! And I tried to leave a review on their website they blocked it!

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 9, 2022/08/02) */ In the event the customer received ***************** product upon delivery of the package, we can provide them with a return for a replacement or return for store credit as our Return & Exchange Policy states all sales are final, therefore we do not provide full refunds and this information is listed on our website and on the thank you card received during delivery. While we are unable to provide them with a return for full refund, we have been communicating with them via email and have provided information regarding our Return & Exchange Policy and offered to replace these products for her. In the event these products have been IN USE and the **** tags have been removed, we cannot accept these products as a return, therefore we cannot provide a return for replacement or return for store credit as **** is not liable in any way for damage to the product due to improper use and conservation of the product that does not comply with the instructions provided in our Product Quality and Care instructions, this information is also on our policy on our website. If this product has not been used and the **** tag is still attached, as the manager, I will make a one time exception to our policy and provide a return for full refund but if the products have been used, we cannot accept this product as a return, therefore cannot provide a return for store credit or replacement or make an exception for a return for full refund. Customers must notify us within FIVE days of receiving their package in the event it arrived damaged and we will always help with the return process. Otherwise, we aren't able to replace products that have been in use. Consumer Response /* (3000, 11, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe anything I emailed to them or wrote here was actually read. The purses were poorly made and the stitching wasn't completed. I sent both purses back over a month ago and only received the larger black one back. Yall still have the smaller black one and I wasn't provided with a refund or exchange for it. The larger black one is still the same poor quality as the first one I sent back in to exchange. I've sent pictures etc of the items several times. And the larger one is still sitting in the box in came in so I'll be happy to send it back for a refund. But no one ever answered me about what happened to the smaller black purse that I also sent back. I sent back both the small PBW and large black PBP purses in the same box. And when I only received the large purse back I inquired about where the small black one was. No response to that email. Business Response /* (4000, 13, 2022/08/03) */ We have reached back out to the customer via email regarding the products listed within this complaint but we have not heard back from them yet to assist them with a return process. Once we have received an email response from the customer, we will be able to assist them with the return process. Although our Return & Exchange Policy states that all sales are final as we do not provide returns for full refund, we can assist them with a return for store credit or product swap but our policy does not allow us to accept returns for full refunds, therefore we would not be able to accommodate a return for full refund. Once we have received an email response from this customer as our Customer Support Manager reached out to them via email, we will be able to complete this return process via email. We have not yet heard back from them. Consumer Response /* (4200, 15, 2022/08/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I responded back the same day I received this email. I accepted sending back the larger black purse for the one time exception refund for that item. It's still sitting in the box & bag with the tag on it. I wanted to know the status of the other smaller black purse I sent back as well. I sent them back together in the same box and I did receive the larger black purse back again but not the smaller black one. And when I emailed regarding it I never received a response. Per the manager's message on 8/2/22 "If this product has not been used and the CISE tag is still attached, as the manager, I will make a one time exception to our policy and provide a return for full refund but if the products have been used, we cannot accept this product as a return, therefore cannot provide a return for store credit or replacement or make an exception for a return for full refund." I accept this resolution for the larger black purse but I'm still waiting on someone to answer me about the status of the smaller black purse I returned for exchange at the same time. I sent two purses back and only received the larger black one back. Which was the same poor quality as the first one sent. So, yes again I accept the return for full refund of the black large purse but where is the smaller one? No one has explained that part to me.

• Initial Complaint

  Date:06/28/2022

  Type:Customer Service 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 ordered a mini bag on June 5th. within 2 days of me receiving my purse it ripped up in the inside exposing the white part under the fabric. Emailed CISE a week resolve the problem. They said they were going to resolve it, have not resolved it yet or been emailed back.....