ComplaintsforAzazie

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On june 13 2024 I bought my wedding gown and three bridesmaid dresses from the Azazie website. I had my sisters made with their custom sizing optionI recieved the dress and my sister put it on and its huge. We remeasured her and made sure the measurements we provided were correct. Which they are. Then we measured the dress and the measurements are not correct for the dress. I have contacted them and they got me to provide pictures of her in the dress and measurements. Once I sent the pictures they have now stopped any and all contact. They told me they would pay maximum 70$ for alterations but it would be way more than that. When I measured the dress and put the measurements next to the sizing it chart, it seems they have just sent me there size 14 and slapped a custom size sticker on the tag. I entered the total amount paid for the order. The dress itself was $139.00 plus tax (Canadian)

  

  Business response

  08/05/2024

  Hello *******,

  Someone from our cusomer service team has reached out to you.  You can work with the directly to resolve the matter. 

  Azazie Management

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I created an account with ********************** to buy a bridesmaid dress for my friends wedding. After purchasing the dress on July 9th it was unexpectedly cancelled, money returned on July 12th. July 13th I was told the reason was because I missed in the shipping policy that the company does not a deliver to third party couriers. This is understandable. I responded July **************************************************************************************************** our building, other than ***** *** had *** leave packages outside, all of which were stolen. I asked if my work address was acceptable and provided the information. On July 16 I sent a follow up email asking three questions; if the work address was acceptable, if I sent it to my apartment and the package stolen if the company will resend the dress at no extra cost, and if it was possible to have it shipped to a store for pick up (like *** storefront where pick up requires ID). On July 17th I responded a third time requesting if they would not respond to my email then could they reactivate my account so I may reorder the dress on my own to a secure address. July 21st, I have tried to open an account under my husbands email and with my name and phone number and his email/account was closed due to unusual activity or similar verbiage. When I asked the online chat why a new account would be closed the following response was received. If your Azazie account was closed shortly after opening it, it may be due to interactions that were not in line with the company's expectations for respectful communication. Azazie emphasizes the importance of maintaining a courteous and professional tone with their customer service agents. If the company's guidelines regarding respectful communication are not followed, it can lead to the termination of the conversation and the closure of your account.I was disrespectful asking questions to move a process along. I do find it inappropriate to call a customer a thief.

  

  Business response

  07/23/2024

  Hello ******,

  We are terribly sorry you did not receive a response sooner from our **************** team. After looking into your email communications, there was a rare technical error on our part that resulted in your message being sent to Spam.  We apologize for the frustration this caused. Please keep your eye out for an email from us for expediting a new order to you.

  Thank you,

  Azazie Management

  Customer response

  07/26/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Orders placed between 3/14/24 6/7/24 Orders totaling $85.03 Azazie offers a discount (3 for $20 instead of the $10 single charge price) when bundling try-on dresses. See attached files for details.My issue is that none of the dresses I wanted to try on were available at the same time that would allow me to take advantage of the promotion. For each dress I signed up for the in-stock alerts and had to order one at a time as they became available. I have since tried on 9 different dresses, 6 of which I had to order and pay for individually when I could have taken advantage of the 3 for $20 discount if Azazie had them in stock OR if they had allowed me to pay in advance and shipped them to me when available. Neither was available to me. Instead I have now spent $85.03 to try on dresses with nothing tangible to show for it.Now that I am ready to purchase a dress from the company I am asking that they issue me a $20 credit that I can put toward the purchase. The $20 equates to the money I would have saved if the try-on dresses had been available for me to order as part of the 3 for $20 program.Upon contacting Azazie customer service via chatbot (transcript attached) they refused to issue a credit or work with me to resolve the issue in any manner; poor customer service in my opinion.

  

  Business response

  07/05/2024

  Hello *****, 

  Not to get into the details as to why a credit was not given as the team has already explained that.  But I did see a CS Supervisor did reach out and offer you a discount on your next order. That was 3 days ago and pending your response. 

  Thank you, 
  Azazie Management. 

  Customer response

  07/05/2024

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company: Azazie, Inc.Date of transaction: May 10th, 2024 Order number: ZZ1716433629 Amount paid to the business: $22.05 Amount being charged for item I have paid for and not received: $78.50 This is the first time ever Im having to file a complaint on Better Business Bureau. Ive order three Try-on dresses and shipment only contained two out of three dresses. Contacted Azazie customer service regarding the item that I paid for and did not receive, and the response I got was they cant assist with this matter as the package was marked as delivered. They would not send me the missing 3rd dress nor give me a refund for the missing 3rd dress. Once I got in contact with a customer service manager, she created prepaid return label for the two dresses Ive received instead of three. She requested to return the two dresses by May 29th,2024. I returned the dresses on May 29th, 2024 and emailed customer service to notify Ive shipped the two dresses back. A week later, June 5th, 2024 I get contacted by customer service manager with a PayPal invoice of $78.50 to pay for the 3rd dress that I never received. As of last email from the customer service manager from June 10th, 2024 if I dont make the PayPal payment of $78.50 by June 11th, 2024 they will send a new invoice for the dresss full retail price $89. Ive never experienced companys customer service sending a PayPal invoice for anything, Also have I never experienced a situation where Im requested to pay for an item I never received which I already paid for.

  

  Business response

  06/24/2024

  Per the customer's request, "No further contact by the business None Provided"

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for a dress on 12/25/2023, ZZ4952261502, On 1/10/2024 It shipped from *****. 1/18/24 it had been shipped from within the ** and it was received by me on 1/21. I accept full responsibility that I indeed ordered the dress a size smaller thinking it would motivate me to lose weight. On March 3, 2024 I contacted customer service because I was not losing the weight as quickly as I had hoped and I began to panic. I explained all of this to customer service and told them I love the dress, the quality was amazing etc ( i had previously ordered a sample to try on) it was just going to be too small. I wanted to exchange it but was told they were not doing exchanges at that time. I asked if they would consider making an exception as I wanted the dress but couldn't afford to spend another $523.95. I was told on 3/4/24 (1 day later) that they would indeed make a 1 time exception and would receive a full refund as long as no damage was done. Well, the dress was never even opened, it was as I received it. On 3/27 I reordered the same dress a size larger ZZ0628936045 for $523.95 because my return dress should be arriving soon, they received on 4/17 & would be 2 weeks before i received my receive my refund. I received my replacement on 4/20. After 3 weeks I contacted about my refund. And now am told that they will only give me 50% my refund because it had to be returned by 3/4/24. Mind you again, I only contacted them on 3/3/24, no where did it state it had to be returned within 24 hours. I would have NEVER ordered the 2nd dress had I known ****** was going to do this to me. I now will not have a photographer at my wedding because I trusted that when I was told I would receive a full refund I would and spent that money on the same dress. Very POOR customer service. I had written a raving review about how beautiful the dress was and how exceptional their customer service were with granting me an exception. Very sad and disappointed that I trusted.

  

  Business response

  05/24/2024

  Hello *****, 

  Unfortunately BBB is slow to send such notices.  It appears this was filed almost two weeks ago.  However, I do see you have been working with *****. Unfortunately our Finance team could not refund your original form of payment due to the bank, as a result a check was sent and do see it was received. I am happy to see all has been resolved.  Thank you for your patience and working with *****.

  Wishing you all the best, 

  Azazie Management

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dresses were ordered on January 2, ****. The total amount paid was $246.24 and the Order number is ZZ5730979164.Our bridal party ordered a total of 8 dresses of those 8 only 3 were as they should be. The other 5 were mis stitched, pleating not correct and measurements all wrong. As I stated we used Azazie because my niece had just used you all a few months prior. Fortunately, all went well with them. Im upset because this is my sisters wedding, and we are keeping all this with the dresses away from her. I sent in measurements so my dress should have been according to them. That was not the case, now I have to jump through hoops in order to get an exchange dress. We are not asking for money back because we need a dress. I ordered the try on dresses not knowing if they will arrive in time or not. This whole process of what I thought was convenient and easy has turned into a big hassle. I will be sending this along with a more detailed letter to the Better Business Bureau if my situation is not handled and me and my daughter have dresses for this wedding. It is ridiculous of the quality of some of those dresses.

  

  Business response

  01/23/2024

  Hello Pascha,
  I see this complaint was received on 1/16 but you've since been working with the **************** team in ticket #****** to help as best they could. Happy to see there were a couple of solutions we had available. 

  Have a great day. 

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bridesmaid dress from Azazie and ended up returning it in good condition, not used tags still on and within the ******************************************************************************************** through that but can do a check. They asked me to confirm my address and I did. I confirmed on October 25th. Still hadnt received the check and asked about it 11/13 which they replied on the 15th saying it will arrive around the 23rd. I emailed again asking for it and they said the 28th it was shipped 11/16 and was shown arrived on 11/21. I called the post office and they said how would they even know that without a tracking number because first class mail doesnt have a tracking number and said something doesnt sound right. My refund wouldve been 89$ when it was 100$ because of restocking fee and I would like my refund. Thank you

  

  Business response

  12/13/2023

  Hello Markie,
  We sincerely apologize for the dissatisfaction as a first time Azazie customer. We recognize the refund process has not been easy and we take accountability for the second refund being sent to the wrong address in ******* instead of ************* via UPS.

  What you can expect from ** will be issuing the full refund amount of $108.95 with expedited shipping to your address that we have on file.

  Thank you in advance,

  Azazie Management 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a mother of the bride dress for my daughter's wedding. I had the dress in my closet until a couple months before. When I tried it on it fit well but the zipper was very hard to zip at the seam made to attach skirt to bodice. As I tried it on again, it became more difficult to get over the spot and I was afraid it would break. I am a seamstress and it was a bad zipper. I sent it back only to find that they will only return HALF of my money because of their "return policy. I am very upset because I did not like the zipper, in my professional opinion. Now to make matters worse I was informed that my $90 refund on a $180 dress will be mailed out on November 13!! So they have all of this extra time to use my money. I will never purchase from this company again. I am very upset!!

  

  Business response

  11/02/2023

  Thank you for getting in touch with us to discuss your recent return experience. We value your feedback and appreciate your patience throughout this process.

  We'd like to clarify the timeline of events that transpired.You requested to return an item 191 days after it was delivered, well beyond our return policy of 30days from delivery, which is agreed to during checkout.The full policy can be found here; ************************************************************************************

  Despite being 160 days beyond the return policy the ** Management team approved a return minus a 50% restocking fee to accommodate you.  Additionally, since this was so far ***************** window the original form of payment was no longer available to refund and a check had to be issued, which adds additional cost to the company.  Despite this we proceeded with the refund via check and even expedited the mailing of the check without passing on the additional costs.

  While we understand your request for a full refund, we hope you can acknowledge the efforts we made to accommodate your situation despite the challenges presented by the extended return timeframe.

  Thank you for your understanding and cooperation.

  Customer response

  11/06/2023

   
  Complaint: 20791611
  
  I am rejecting this response because: I think its totally ridiculous under any circumstance to charge a 50% restocking fee when I returned a brand new dress never worn and you will turn around and resell. I worked as a seamstress and in the clothing industry. And a policy of having to return a dress for a wedding that you are ordering months in advance for within 30 days is horrible!! You are taking advantage of your customers. I told you that I did not like the way the zipper was catching at the seam where the skirt is attached to the bodice. Bad zipper!! 
  
  Sincerely,
  
  ***************************

  

  Business response

  11/06/2023

  Thank you for getting in touch with us to discuss your recent return experience. We value your feedback and appreciate your patience throughout this process.

  As was highlighted previously, you requested to return an item 191 days after it was delivered, well beyond our return policy of 30days from delivery, which is agreed to during checkout. The full policy can be found here; ************************************************************************************

  Despite being 160 days beyond the return policy the ** Management team approved a return minus a 50% restocking fee to accommodate you.  Additionally, since this was so far ***************** window the original form of payment was no longer available to refund and a check had to be issued, which adds additional cost to the company.  Despite this we proceeded with the refund via check and even expedited the mailing of the check without passing on the additional costs.
  While we understand your request for a full refund, we hope you can acknowledge the efforts we made to accommodate your situation despite the challenges presented by the extended return timeframe.

  Thank you for your understanding and cooperation.

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Azazie is a bridesmaid dress shop. They have a program where you can try on 3 dresses at a time for $20. You have to return the dresses within a week or you will be charged the full amount. I agreed to this and returned the dresses exactly how they instructed. I got an e mail saying they did not receive the dresses and I would be charged. I e mailed them back with the location I send them back and the receipt. I have an e mail back that they have the dresses and my account would not be charged. Monday I got $467.50 taken out of my debit account and I have tried contacting them in every way. Calling everyday along with I e mailing them 8 times. I got an e mail back that I was not supposed to be charged the amount and they will let their finance team know but no information after that. No return info at all just not returning my voice mails or e mails. I know these things take time but I am not confident they are going to refund me.

  

  Business response

  10/05/2023

  Hello *******, 
  We apologize for the confusion that occurred.  Unfortunately, the recharge was triggered due to a system glitch.  I see you have been refunded.  In addition I see a supervisor approved a full refund on order ZZ5820557341.
  

  Again, our sincerest apologies.
  Azazie Management. 
  

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Details:Purchase date- 07/31/2023 Total cost of wedding dress- $459 Business name: Azazie Azazie committed to provide me a customized size wedding dress. When I received it, the dress bodice was botched beyond repair. I took it to a professional for alterations who told me this. I also had myself professionally measured, so my measurements were accurate. When the customer service worker specialists, ******* and ******, asked me to resubmit my measurements, they also matched what the seamstress originally measured and is what I submitted to Azazie. The bust of the dress was cut too narrowly and exposed my b****** on the side, the waist is too baggy, and so is the neckline. ******* told me the solution was to size up for all measurements, even though it was too big to begin with, and she then told me that I was measured wrong. They told me they would not refund the dress but offered to remake it. I do not have time to remake the dress and deal with more issues before my wedding. They originally offered to only give me $100 for alterations, then after I submitted pictures of the dress they offered to remake it. Azazie knows they have botched this dress but are unwilling to refund me. I am willing to return the dress in exchange, if they are worried I am trying to get a free dress. I definitely do not want this one. The employees also **** not give me any way to identify them other than their first names- they claimed they had no employee identification numbers. I have been taken advantage of by this company and their customer service has been very sporadic in communication and unwilling to reimburse me for faulty product. The order number is: ZZ1613585547 I attached images of our conversation below.Thank you very much for your time and help.

  

  Business response

  09/29/2023

  Hello *******, 

  As the BBB cases are received usually a week after they are submitted by the customer and the issues are usually resolved by the time they reach us. From what I can see in your ticket history you have been refunded for this dress.  If there is anything else please let us know. 

  Thank you, Azazie Management. 

*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. ↩