ComplaintsforAngel Brinks Fashion LLC

• Initial Complaint

  12/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered 2 items totaling ********* on 11/21/22. When ordering I paid **** for rush production and an additional ******* for next day shipping because I needed the items for my birthday event on 12/3. On 12/01 I contacted customer service to inquire about the status of my order and was told that it could take up to 15 days to get my items. I then stated that I had paid for rush production as well as next day shipping and was then told that it would be 7-10 business days to receive my order. I then asked could I just get a refund considering I would have to find an alternative outfit to wear to my event and was told that you can only request a refund 24 hours after purchasing the item. Panicked I asked if they could at least send me one of my items by the 3rd so I could have something to wear to my event and was told that there would be no guarantee that they could get either items to me by that day. I ended up having to rush and find another outfit to wear which cost me time and money. I finally received one of the items a week after my birthday on 12/09/22. I still have not received any email confirmation about my 2nd item and have no idea when I will receive it.

  Customer response

  12/21/2022

  I received one item (Best Kept Secret) on December 8, 2022. Today is 12/21/22 and I still have not received my 2nd item (Cash) and have tried numerous attempts to contact customer service and have received a voicemail response that cannot accept messages. At this point I want a FULL refund of the $1499.77 that I spent with this company.

  Business response

  04/29/2024

  We expressed our apologies to the customer and informed her that we typically request an estimated timeframe for our items, noting that these timeframes are not guaranteed. Unfortunately, the customer did not allocate sufficient time for production or shipping.

  Customer response

  04/29/2024

   
  Complaint: 19157575
  
  I am rejecting this response because: When ordering the items I paid for express processing and shipping. Even after paying additionally for these services I still did not receive my items  by the date guaranteed with paying for express processing and shipping. After reaching out to the vendor and unable to contact a live representative I then proceeded to send emails with no response. I was finally able to reach someone via email and was told that I would be receiving my items shortly after. 3 weeks after ordering I finally received one item. 2 weeks later; 5 weeks after ordering I received my last item. I also requested before the items were sent to me that I be refunded my money but instead of a refund they sent me my items separately and weeks late. 

  
  Sincerely,
  
  Angelle Islam

  Business response

  05/13/2024

  The customer placed her order on November 17, which fell on a Wednesday. As per our policy, customers have 48 hours from the time of order placement to cancel if they wish. Weekends and holidays are not included in this timeframe. We ask for up to 10 business days before orders can ship. All time frames are estimated and not guaranteed. The estimated completion date for the customer's order was December 3. However, she did not allocate enough time as she needed the items by December 4, which made the timeframe too tight.

  Customer response

  05/13/2024

   
  Complaint: 19157575
  
  I am rejecting this response because:
  I ordered 2 items totaling $1,499.76 on 11/21/22. When ordering I paid $135 for rush production and an additional $214.81 for next day shipping because I needed the items for my birthday event on 12/3. On 12/01 I contacted customer service to inquire about the status of my order and was told that it could take up to 15 days to get my items. I then stated that I had paid for rush production as well as next day shipping and was then told that it would be 7-10 business days to receive my order. I then asked could I just get a refund considering I would have to find an alternative outfit to wear to my event and was told that you can only request a refund 24 hours after purchasing the item. Panicked I asked if they could at least send me one of my items by the 3rd so I could have something to wear to my event and was told that there would be no guarantee that they could get either items to me by that day. I ended up having to rush and find another outfit to wear which cost me time and money. I finally received one of the items a week after my birthday on 12/09/22 and the 2nd item I received the week of 12/20/2022.
  Again for the business to make excuses instead of being accountable is unacceptable. I paid $349.81 total for rush production and next day shipping. If the business knew that it would take ***** days to receive items why charge customers $300+ for expedited production and shipping. Furthermore after finding out that even after paying those extra fees I still would not receive my order; I asked for a refund and was denied one. This was even before the order had been shipped to me. At the very least the company should have refunded me my money and or refunded me the $349.81 since my order was obviously not rushed. 
  
  Angelle Islam

• Initial Complaint

  04/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a "On the Rocks" Jump suite on March 4, 2022, for ******* Two weeks later after I didn't receive a tracking number, I contacted the store to find out a order status update. The person that answer the phone was a bit snippy after I gave my order information (*****) she told me that every order that is on their website is subjected to 15 day processing wait if the order has to be hand made. when I looked on their website this Jump suite stated it was ready to be delivered. So I don't understand why they told me the 15 day processing story without looking up the order. Being that I really wanted the Jump suite I waited past the 15th day processing wait, then I sent them an e-mail requesting an status order update, in which no on responded to my e-mail. I called the store and the automated message said the store was closed. I even reached out to them on ********* no response. I reached out to the credit card company I purchased the item with to dispute the charges on March 26, 2022. this business has not tried to contact me at all concerning resolving this issue. This is so unprofessional, I really admire their clothing line and to take my money and don't send the order, and don't respond when the consumer is reaching out for updates is disrespectful If your not going to run your business correctly close your shop down! and cater to the celebrities in which is what you do, they get their order immediately!

• Initial Complaint

  03/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On ******** ** ***** I ordered a dress from ***** ****** Fashion in hopes of having it by March 4. I sent an email on February 7, 2022 asking if it would be possible for me to receive it by this date. I received a response back indicating that it takes "roughly 3-4 weeks before shipping out" and that it would be cutting it close if this was my need by date (see Email to AB ********). So, I pushed my event back to March ** in hopes of having the dress by this time. On March 7, 2022, I sent an email asking for the status of my order (see Email to AB ********) and was told the dress was still in production. I called again on March 8, 2022 at 4:36 p.m EST to get an ETA. The representative was rude and nasty. She then tries to tell me that I was informed that it would take "3-4 weeks for production." I told her "that is not what I was told. I was told it would take 3-4 weeks for shipping out, and now you all want to change what I was told. Their website indicates "PRE-ORDER 3-4 WEEKS," (see Website Info) which is what I did. It also states under Shipping Policy that Customer Orders can take up to 15 business days to produce (see Custom Orders Info). Either way, they're beyond 3-4 weeks for shipping out, 15 days for production, and I contacted Support before placing the order. Their website does not say "3-4 weeks for production." I was told about the 3-4 weeks for production TODAY, March 8, 2022. There is a big difference in "3-4 weeks before shipping out" and "3-4 weeks for production." Therefore, I want a refund of my money. The customer service representative today wanted to play word games, and when I told her there is a difference in what was stated in the email and what she was stating, she got rude and hung up.

  Business response

  04/21/2022

  Business Response /* (1000, 8, 2022/04/05) */ Hello! I apologize for the confusion. We completely understand your frustration, however as stated in our policy unfortunately we do not offer returns. Give our office a call and we will make sure we are doing everything to get your materials in to production as soon as possible.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a coat on November is now January I haven't received the item or any email I try calling over n over I emailed them but haven't gotten threw I have ordered number that's it I would like my refund back for 124 dollars I love her clothes line n I didn't think she was fraud it's sad that she taking money from people that was. Fan of hers I just want my money back .

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/26) */ Hello! I apologize for the delay. I know you mentioned you have already contacted our store but if you can email me directly at ******@angelbrinks.com I will be more than happy to help you with this order. Thank you!

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/25 I purchased a dress. On the website it says SOME orders can take up to 15 days (not business days but days) to process. On December 10th (15 days later) I reached out to the company to request an update. I called the company and no one answered, I emailed and no one replied so I inboxed the company and the owner ***** ****** two days later to request an update. No one responded until I made a comment under a post. She responded and said she'd see what she could do because I needed the dress by the 15th. 5 days went by and I did not hear back so I reached out AGAIN and she said she would get back yo me at noon pst. After that I never heard from her again but miraculously someone did respond to the email that I had sent a week prior. I no longer needed the dress so because the order had not been processed or shipped after almost a month I asked for a refund at that time she stopped responding... I no longer need the dress and do not want a tracking number or for the order to be filled, I want my money back and the company REFUSES to give it back. I have been treated horribly. I've read other comments under post and reviews about customers not receiving their orders and then being told they would receive a refund and shortly after they'd receive tracking. I do not want the order, I want my money back ASAP. I don't want a store credit because I will not be shopping with this company again. I want my money back. I know a few people in the entertainment business and I will be making a public statement about being scammed by her if she does not return my money now!

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/03) */ Hello love. I apologize for the confusion and inconvenience. We do have a statement when placing your order that it can take anywhere up to 15 business days however that is not guaranteed. Please contact our store and a representative I'll be more than happy to help you.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a 2 piece temptress set in a size extra large15-18. That is my normal size. The outfit arrived in a Chinese size small not a American size xtra large. I called the store numerous times and customer service was so nasty! I finally got threw to a representative which was pleasant named *********! She told me to get my measurements and send the item back to have it custom to size! I paid another $25 to ship and get a new outfit only to be told days later it cannot be customized to my size because I am plus size and I am not! . I have called about 20 times and being passed *** and no one can give correct info. I then spoke to the manager ******** who was very nasty and ignorant and told me I should have read the website policy which I did entirely! They keep telling me I order the wrong size which I didn't I order the xtra large which is my size! ******** then told me I wouldn't walk in the Gucci store and give them a hard way to go like this and I told her they would give me the customer what I paid for and try to regift the issue. She hung up on me! I have reached out there numerous emails, phone calls, social media only to be told that the ceo will contact me or *** ****** herself! I have yet to receive anything. They keep telling me to pick something out but nothing in my size for my 40th birthday can be made! I would have kept the outfit but since they told me to send it back and promised another one I did! I was also told they could refund my money because this situation was unique. I asked them to send me the outfit back that I return they told me they sold it. I ask them to make me another one they said I'd have to place a new order and pay full price which is a additional $200. If they are making the outfits at store why can't my size be made. I also found this outfit on numerous sites for triple lower price. I am over charged and just want my outfit back or a refund because what can I do with a credit and can't fit anything inside of store! HELP!!!

• Initial Complaint

  12/01/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an item from this establishment and there's one person in particular who is extremely rude, doesn't like to provide her name, and isn't helpful when it comes to order status. I was advised 12 days before the 15th day to call back on a certain day for order status. On the website it states allow up to 15 days. So I called back as advised to get told that my order is in processing and there's no guarantee I'll have it in time for my event Dec 5th, mind you this was around Nov 11th when my order was placed Mid Oct! The lady told me to just get a back up, I said well I'd like to cancel this order if that's the case. I was told I couldn't cancel it due to processing. The lady had a nasty attitude which rubbed me the wrong way so I sent a message to ***** ****** social media page about my experience and she very nice and assured me I'd receive my item soon. I received the item a few days after that and it was completely different then what's on the website. It was cheap material and the fringes were falling off without me even trying it on. I quickly called and alerting the store that I'd be sending the item back. I spoke with ****** who was very sympathetic and asked if I saw something else I'd like to order instead; I looked on the website but thought to myself why would get something else to receive the same outcome. ****** said she'd alert the manager. I never received a call or email from anyone. I called multiple times and was told a manager would call me back. Never received a call back so I attempted to call again and was put on hold and then the phone disconnected. Had to call back cause no one attempted to call me back and they had my name, order #, & phone number. I got that familiar voice on the line who was rude when I called back inquiring about the item. She said we're giving you a refund, you wasted our time making this outfit. I was completely disgusted by her lack of customer service. I never received confirmation or responses to my email!

  Business response

  01/25/2022

  Business Response /* (1000, 10, 2022/01/03) */ Hello love. I apologize for the confusion and inconvenience. We do have a statement when placing your order that it can take anywhere up to 15 business days however that is not guaranteed. Please contact our store and a representative I'll be more than happy to help you.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was very excited to purchase a dress from ****** ******. The website has an array of what appears to be high fashion apparel. On October 5th, I purchased a dress for an event that I plan to attend in mid November. I ordered my dress well in advance of providing myself ample time to receive the dress and if necessary make additional alterations, or simply purchase another dress if this one did not suffice. It has now been 20+ business days and I have yet to receive my item, tracking information, or any pertinent updates. This all has been very concerning because on the 3 occasions that I have contacted customer service, the consultants just repeats verbiage already noted on the website. I read and understood the timeframes and clearly made my purchase in good faith and with high hopes. Repeatedly, I have been told that the dress is produced by a sister store/company and that they would contact the production team for updates. I further asked if a consultant from the production team has responded to any of my other inquiries, but was basically told no..that they would respond with the tracking number when it's ready for shipment. I am quite frustrated with this run-around. At this point, a store credit would not even resolve this situation. I would really appreciate a full refund because my dress is CLEARLY NOT IN PRODUCTION.

  Customer response

  11/09/2021

  After another call to the business, the item has FINALLY shipped. Hopefully the item will arrive timely and meets my expectations.

  Business response

  04/19/2022

  Consumer Response /* (-5, 5, 2021/11/09) */ After another call to the business, the item has FINALLY shipped. Hopefully the item will arrive timely and meets my expectations.

  Business response

  04/29/2024

  We offered our apologies to the customer and explained that we usually request estimated time frames for our items, emphasizing that these time frames are not guaranteed. Regrettably, the customer did not allow enough time for production or shipping. The customer's order was completed and shipped within our specified time frame. As per our policy, we do not facilitate refund.

• Initial Complaint

  10/26/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 9/27 ( order # XXXXX) in the amount of ******** this includes a *** rush fee. I called on 10/19 to inquire about my dress because my photoshoot was scheduled for ****** I was told that they didn't have a update and it would take 1-2 days to receive a response from the sister company making the dress. I called back 10/26 and still no update has been provided. I asked them to cancel my order and issue a refund because it's been a month and I still have no update on my dress. This is pass the 15 business day mark and far pass the 7-10 business days for rush which is what I paid for.

  Business response

  04/15/2024

  Examining the customer's order, it appears that they initiated a chargeback with their bank and successfully received a refund of their funds.

*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. ↩