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:04/10/2024

  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.

  The return policy is extremely long and complex...bottom line, NO RETURNS, NO MONEY BACK. The Return Policy is unfriendly and unreasonable including: "Time Allowance" if an item is damaged, defective or incorrect, you only have 48 hours to notify or otherwise you are stuck. NO EXCHANGES. There is an approval process for returns which does not outline the rules for approval. And "sometimes' there is a restocking fee of 20% which is not clear when, why or how there is a restocking fee. The last line of the very long return policy is " ALL RETURNS ARE FOR STORE CREDIT ONLY". I wanted to support a local business instead of Amazon and it came back to cost me $30.95. I ordered dog booties that don't fit and now I'm stuck with a product I can't use and am out the money. Feels deceptive and the return policy unfair. **************** showed no empathy or care for me as the customer. I want to return the item for a refund. I never would have purchased any items had I known this business is so unfriendly to its customers.

  Business Response

  Date: 04/15/2024

  We sincerely apologize for any inconvenience or disappointment caused by our store's return policy. We understand that receiving store credit instead of a full refund may not align with your expectations, and for that, we are truly sorry. Our store policy is listed on our website, with all other information needed. We are always also happy to answer any questions or concerns prior to an order being placed!

  
  Our return policy is designed with the intention of ensuring fairness and sustainability for our business while still providing flexibility for our valued customers. However, we acknowledge that it may not always meet everyone's needs or preferences.
  Please know that your feedback is incredibly valuable to us, and we will certainly take it into consideration as we continue to evaluate and improve our policies to better serve you in the future. However, we are not able to process a refund. Returns will be for store credit only, as listed in our policy that is on our website for all customers to view. 

  In the meantime, if there is anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us. Your satisfaction is our utmost priority, and we are committed to finding a resolution that works for you.
  Thank you for your understanding and continued support.

   

  Link to our return policy listed on our site. 

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• Initial Complaint

  Date:04/01/2024

  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 a tarantula costume for my dog. I measured my dog and ordered a size small.The boutique sent a size XS instead of a S. Unfortunately the return process is complicated and I missed an email response (because the company immediately replied in the same email thread asking me to rate their service, which minimized the email they had just sent 1 minute before, and pinned that previous email to the top of the thread) so i didnt notice it that included a link to an online return form that I was apparently supposed to fill out and submit in order to get the correct size sent.Following through later on, the seller said that I cannot return the item anymore due to the return window lapse, even though the costume is still available online in both sizes... and even though this whole issue was their fault to begin with.I am including photos where you can clearly see I ordered a small and received an XS a full 4 weeks later. Despite it being their fault and the fact that i sent multiple emails the owner refuses to accept responsibility for her mistake and instead wants to blame her original mistake of sending the wrong item on me for not jumping through the correct return process hoops in time (which she somehow believes to start on December when I received the item in January).. any decent company would have sent the correct size immediately without all of the *** The company also clearly has a ton of fake 5-star reviews on their ****** reviews. I bought this "handmade" costume from this "boutique" for $45 and found it on Amazon today from the original seller for $10. The tag on her product even says "made in *****".

  Business Response

  Date: 04/03/2024

  Hello,

  This customer reached out to us regarding her order on on January 19th, saying the wrong item was received. We attached a screenshot of our response on January 21st, on how to submit a request to return the item with the correct department. 

  Customer did not respond, or submit a return request, or email any other department . 

  Customer then reached out again on April 1st. We need to hear back about incorrect or damaged items within 48 hours. This is will past our return date, and timeframe allowance. The link below directly goes to our return policy regarding this. 

  We are always happy to assist with any issues, but as a small business we cannot accept a return from well past 3 months of her order receiving date. 

   

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• Initial Complaint

  Date:12/20/2022

  Type:Order 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 business owner claims that all items I ordered are handmade in *******. This is absolutely misleading. She refused to cancel any part of the order even though nothing was shipped yet. She proceeded to send me the shipment. Once received, I could see that the quality of the items was extremely poor and not even useable. The harnesses were misaligned and very heavy. It states on the tag made in *****. The apparel I received was also very poorly made and the quality was terrible. Again, the tags clearly stated made in *****. They say they only allow returns for store credit and do not pay for return shipping. They also have now rejected my attempt to make a return. I would like a refund of all charges because this business is not honest. They pay pennies on the dollar for this cheap c*** and charge a premium to their customers under the guise of saying their items are all quality luxury handmade in ***.

  Business Response

  Date: 12/21/2022

  Let me start off by saying this is literally THE WORST customer we've had in 15 years in business.  ***** aka ******** has apparently nothing to do in her life but to harass a small business.  She claims her items were not custom...really, see the attached order that literally is a DOG TAG ID and a CUSTOM BED with her dogs name on it.

  Customer ordered a custom dog bed with her dogs name on it from our *** designer ********************* (go ahead and ****** that designer in *******)  Customer wants to show other items that she received but was not custom, we only commented we could not cancel custom items THEY ARE HANDMADE TO ORDER!
  

  Yes, Let this comment be made public so anyone that ever has this person as a customer avoids them at all costs!

  Customer needs to leave us alone calling 50x a day and we had to block her. 
  

   

   

  Customer Answer

  Date: 12/21/2022

  I am rejecting this response because: I did not call 50x a day. I tried once and there was only a recorded message so I had to resort to email. Only the dog tag and the bed were custom order. There was a total of 10 items between 2 orders. So 8 other items were in fact not custom. And I doubt that the bed was handmade in ******* as well. It was most likely also made in ***** and my dogs name was sown onto it. This merchant is dishonest and her emails prove it where she states that all the items were handmade in *******. Im not a *****. Just not a sucker like they were hoping.
  

  Business Response

  Date: 12/23/2022

  We are rejecting this response due to the amount of information the customer is misleading on.

  Based within our email records, customer was trying to cancel a hand made bed with a custom name inputted on the bed. Please look up the designer, ********************* Designs located in **********. After requesting to cancel this item from her order, our representative politely indicated to customer that our Shipping and Return policies states that we are unable to cancel orders once they have been placed. We work with many designers and did not indicate that all items were hand made, as customer initially was referencing only wanting the bed cancelled.

  After receiving items/order and berating our Customer Support team for a refund, customer submitted Return Request for all items, including a custom engraved tag. All items besides the tag and bed were eligible for returns, stated within Product descriptions and policies.

  Our ****************** contacted via email accordingly that the only the tag and bed were rejected from the request, but if customer wished to proceed with the return for the remaining items, necessary information would be sent. The department did not receive a response to emails and several reviews/complaints were published instead.

  Within our company, we consider this matter closed.

  Customer Answer

  Date: 12/28/2022

  I am rejecting this response because: only 2 out of 10 total items ordered were custom with my dogs name on it. Her email stated that she would cancel none of the order. When I said I would dispute charges with my credit card. She proceeded to ship ALL items to me. In her email she also claims that she cant cancel any of the order because all items are handmade in ***, which is in fact a lie. I posted pics of the items made in *****. Super cheap quality and not useable.
  

  Business Response

  Date: 12/29/2022

  The resolution has been rejected due to our Return Policy that we have linked below states that eligible returns are for store credit only. This information is provided from our Home Page and customer has already filed a dispute for items she still has in her possession.

  We are unable to cancel orders once they are placed, this is stated within our Shipping policy as well. It is unfortunate that you no longer wish to have the items that do qualify for return, however we cannot process any type of return without the items. In future, we recommend when shopping online with other businesses, to read all policies before placing orders.

  We consider  this matter resolved and will not continue as it seems the customer refuses to read our responses or policies that our Team has offered continuously. If customer wishes to return these items, minus the custom ID Tag and Custom made bed, you may do so, for Store Credit Only. We have linked below necessary information and convenience for the customer to read over the policies they agreed to prior to placing their order.

   

  Return Policy which states returns are for store credit only

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  Shipping Policy which states that orders are not eligible for cancellation once they are placed.

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  Customer Answer

  Date: 12/29/2022

  I am rejecting this response because: my mistake was not doing my research on your company and seeing all the negative reviews that state just how shady you are.