ComplaintsforQueenly Inc.
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Complaint Details
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Initial Complaint
06/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
BEWARE. Dishonest and unethical company. Scammy vibes and awful customer service. I ordered a gown from ********************** for $859.99 and what I received looks like a homemade childrens art project. I took the gown out of the box and pink glitter went flying everywhere. The fabric is stiff and completely see-through. Low-quality, cheap looking, and nowhere near what was presented. Within minutes of opening the gown, I reached out to Queenly via the app to let them know of the problem and set up a return. In order to contact them about issues with this order, I had to click that I Received the order. I included a written description of what happened as well as photos. I also emailed them additional videos of the issues. They replied that because I had clicked on the button acknowledging I had received the dress, the sale was now final. But, I DID receive the dress, so why cant I say I did? They said the only option now is for me to resell the dress on Queenly. Lol. Id be embarrassed to sell that dress. I wouldnt be able to sleep at night if I sold that dress to some unsuspecting buyer. And it showed me Queenlys true intention - to get the sellers commission twice. I wrote back 3 times more and no reply. They have ghosted me now. This is a dishonest and unethical company. I want my money back and I want to send back the dress.Business response
06/05/2024
Hi *****,
We understand that your return request was declined. Queenly enforces a 3-day return window after delivery to allow buyers the time to inspect their item and report any discrepancies between the item that was described by the seller and the item that was received. A buyer can accept the condition of the item before those 3 days to ensure the seller receives the seller earnings at a sooner date and to finalize the sale, although this step is optional. A buyer can choose to skip this step if the item has not been delivered as described to open a return claim. After an item is accepted, the seller receives their seller earnings and the order is completed. If after 3 days the item is not accepted by the buyer, but there is no return claim, the sale is accepted and set as completed.
Your item was delivered on May 31, 2024 and was accepted that same day on your account. Unfortunately, this step disqualifies the item from being eligible for a return.
Our truest intention is to always assist both the seller and buyer. These policies are set in place to protect both parties.Customer response
06/05/2024
Complaint: 21803353
I am rejecting this response because:I notified Queenly of my dissatisfaction with the gown not only within their 3 day policy, but within mere minutes of receiving it. I provided a detailed description including photos on the app and even emailed two videos separately. The app asked me if I received the gown and I clicked Yes so that I could contact the customer care. Nowhere did the app tell me that if I clicked that I had received the dress that that would make the sale final. Queenly has a Buyer Protection Guarantee which I screenshotted and sent them to remind them of their promise to their customers. My case falls within their Buyer Protecrion standards therefore I want a full refund and to send the dress back. This is unethical and dishonest to withhold a refund from me when I let them know the same day as receiving the dress of the issues.
Sincerely,
***********************Business response
06/06/2024
Hi there,
Please visit our Return Policy in regards to this claim. As listed on our website:
Queenly does not accept returns or issue a refund if the Buyer fails to file a refund claim request in the allotted time frame and the payment has been released to the Seller or in the following circumstances:
Returned request approved, but Buyer fails to return the item back to the Seller after 5 days of receiving the approval confirmation.
If the Buyer does not contact Queenly within the return timeframe when returns are accepted upon approval.
If the Buyer ships back the incorrect item to the seller
If the Buyer has accepted the delivery of their item through their order details
If the Buyer has refused delivery
At the time of accepting the delivery, the user will be prompted with the following question before accepting the item:
Received the item as described?
To confirm that the item has received as described.Customer response
06/06/2024
Complaint: 21803353
I am rejecting this response because:In good faith, I emailed you within minutes of receiving the package and provided photos and also additional videos to support my claim I did not know that by saying I received the package that negated my return request, that makes no sense because I did receive the package so why would I say I did not? You have a Buyer Protection guarantee - I spent my hard earned money on your site trusting that that guarantee would be just that, a guarantee, and I expect it to be honored
Sincerely,
***********************Initial Complaint
04/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a dress on this platform on 03/03/23 and never received it. I sent an e-mail to the only email they have because theres no customer service number. They took two weeks to respond but I had already filed a dispute with my bank. On 03/24/23 they claimed they closed the dispute and sent me a screenshot of their stripe account showing dispute lost but as of today 04/20/23 my bank said they have yet to respond to the claim documents and refunding the funds. This has been the worst customer service Ive ever received. Its been over 40 days and have yet to receive my $824.99.Business response
04/20/2023
We can empathize with this user and understand how frustrating a situation like this can be. After an investigation on the whereabouts of the lost item, the Queenly Support Team contacted Ms. ******** on 03/17/2023 to communicate that a decision had been made on her order and she would be receiving a full refund. However, by that time, Ms. ******** has filed a chargeback dispute with her credit card bank. The Queenly Support Team asked her to remove the dispute since this order was eligible for a refund. On 03/20/2023 the Queenly Support Team accepted the chargeback dispute in Ms. ********'s favor. As seen in the image provided in this message, the refund to the cardholders stands and Queenly can no longer take any action since the refund amount has been refunded. Ms. ******** has been advised to communicate with her bank for further information.
Queenly strongly discourages users from filing a chargeback dispute with their credit card if the purchase was a legitimate purchase. Chargeback disputes can take up to three months to be resolved if Queenly chooses to submit evidence against the chargeback dispute. In Ms. ********'s case, Queenly accepted the chargeback dispute in their favor.
Initial Complaint
01/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
11/5/22 I requested to unsubscribe from queenly. I removed app. (There is no unsubscribe link on their emails so I emailed customer service.) 12/6 I requested it again as I was getting DAILY emails, often 2 daily, not just advertisements, but about dresses I no longer had available to sell on their site. They said the account was reopened. I explained i did not want it reopened and I do not want any further emails or contact and no longer have the items to sell. After that, I received an email to rate their customer service. I responded again to that requesting to unsubscribe, remove my listings, and on 12/16 I was still getting inundated with daily emails. I responded again on 12/21, twice to different emails to be sure customer service received it, and again Jan 2nd, the last 4 emails I received no response. Im still getting emails to answer a question about a dress I posted that I no longer have, and daily advertising emails. I am hoping you can help make sure my information is removed and I am permanently unsubscribed.Initial Complaint
07/14/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I sold a dress on their website and completed all Instructions for payment of $136. The dress was mailed to correct person and they said they sent my money via Venmo. I have all the transaction information and still no payment. I’ve contacted both parties queenly and Venmo For a resolution and payment with help At all. Please help me!Customer response
08/05/2022
The company finally paid me the money that was agreed upon and owed to me. Thank you for your help in this matter.
Initial Complaint
02/10/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Queenly says they offer a quality check (and dry cleaning was described in my purchase agreement). However, the packaging of my order resulted in damage to the dress and now they are refusing to accept the return. A ******************* ballgown arrived in a small Amazon box all taped down to fit. Now I am stuck with a damaged dressInitial Complaint
10/26/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
My daughter bought a dress and it needed returned because the size was incorrect. I recieved a postage label on 09/20/21 and sent it out a week later. Tracking shows they recieved it on 10/08/21. I did not recieve reimbursment for the item. When contacting them they said it was not recieved by 09/27 and would not be reimbursing me, which was not in the email. Now they have my dress and my money. The tracking number is **** **********************.Business response
11/08/2021
Please find our response to the complaint filed below:
Thank you for bringing this to our attention. Our Return Policy is stated here: https://queenly.com/return-policy. We require all returns to be shipped back within 5 days of the approval date. This item was shipped out 16 days after the approval date, no longer qualifying for a refund. On 09/27/2021, the status of this refund was communicated to the seller. On 08/26/2021, the customer reached out informing us of their dissatisfaction. A refund was issued the same day as an exception to our policy. Our goal is to provide a positive experience to all our users. We have taken the feedback from this customer to better outline our return policies for the future.
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Customer Complaints Summary
6 total complaints in the last 3 years.
1 complaints closed in the last 12 months.