Complaints

This profile includes complaints for Couture Candy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Couture Candy

  Montecito, CA 93108-1746

  
• 

  Couture Candy

  1404 Rosemonde Ln Santee, CA 92071-6389

• 

  Couture Candy

  430 Chapala St Santa Barbara, CA 93101-3410

  
• 

  Couture Candy

  1930 Village Center Cir STE 3-30 Las Vegas, NV 89134-6299

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:04/22/2025

  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.

  Couture Candy SupportWed, Apr 16, 7:20 PM Hello Mrs. J******* **** Order 120386. We have received your cancellation request, and we were saddened to learn that you've decided to cancel your order. We understand that circumstances have changed, but we would like to offer you a 5% rebate on your current order if you choose to continue and proceed with it. This is our way of showing appreciation for your business and providing you with added value. We hope to receive a positive response to this offer, and we will immediately process the rebate for you. Our goal is to make sure you are completely satisfied with your experience in our store. If you choose to proceed, you may respond "I ACCEPT" for confirmation. Our processing department is also currently checking to see if your order has been shipped or has begun processing for shipment. This is to determine how best to proceed with your cancellation request. At this point, we can no longer guarantee that it can be canceled, but rest assured, this has been forwarded to our processing team. Reminder that once an order is placed, these immediately begins processing to meet specific processing and delivery deadlines. J W Apr 20, 2025, 6:38 PM to Couture I accept! J W Apr 21, 2025, 5:35 PM to Couture-Please provide a store credit or refund for the 15 percent in your response to offer an acceptance for the order with 5 percent discount. If your policy of 4 hours was truly effective, then why would you provide any offers to accept an order after cancellation. Again, YOU DID NOT PROVIDE A DUE DATE for the ACCEPTANCE OF YOUR OFFER. I do not understand why you all will not provide a STORE CREDIT. YOUR POLICY IS NOT BINDING WHEN YOU CREATE A NEW OFFERING. Please contact me with your customer supervisor or someone up the chain. J******* ****

  

  Business Response

  Date: 04/22/2025

  Hi J******* ****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced regarding for Order 120386.
  
  We are reviewing your case and will update you on the status as soon as possible.
  
  I appreciate your patience and understanding.
  
  Grace

• Initial Complaint

  Date:03/31/2025

  Type:Product 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 a dress on line for 891.43 from CoutureCandy. The dress did not fit even tho I followed their size chart. The dress couldn't be altered because of the lace fabric. I had to return the dress using their strict guidelines which cost me 150.00. They have been holding the dress now for 5 days and have not processed either a refund or a store credit. They expect the customer to return the dress within 5 days, but do not apply the same courtesy for the customer. They keep giving me excuses when I send an email, that they are processing the dress and determining if it is damage. I reviewed the terms for return, which says we can return but we will be given a store credit. I bought the dress believing that their size chart was accurate, and there was no description that would make it clear that this dress cannot be altered without destroying the integrity of the original design. This is fraudulent representation, if I had known (because you cannot determine this by just looking at photos of the dress, I would not have risked buying it, because the return policy is absurd. I expected to be purchasing a high quality dress from a high quality company. Meanwhile I bought the dress for an event coming up in early April. With their delays in giving me my store credit I am now without a dress and without the money to purchase another dress. According to the many reviews I have not read online this seems to be a purposeful tactic to scam people out of their money and their purchase. They gave me a 27.00 discount, which now, per reading the reviews, they will use against me in my request for the store credit. I want a full refund. Ivonne D ID324 - Wrap Included Sweetheart Mother of the Bride Dress 4 / Blush 3NOW (-$27.57) 1 $919.00 $891.43

  

  Business Response

  Date: 03/31/2025

  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you experienced regarding for the Ivonne D ID324 - Wrap Included Sweetheart Mother of the Bride Dress under Order no.118499.
  
  We are reviewing your case and will update you on the status as soon as possible.
  
  I appreciate your patience and understanding.
  
  Regards,
  
  G****

  Customer Answer

  Date: 04/02/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23130433, and find that this resolution is satisfactory to me.
  
  Regards,
  
  K*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/19/2025

  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.

  Unless you are 100 percent sure that what you are buying will fit, DONOT buy from this company. I purchased a $565. dress for my daughters wedding, I called and spoke with customer service, I was advised to buy the size that I brought and I was told that I could return it if it did not fit. This company will do whatever they can to not accept returns. They go as far as to say you must have it back within 5 days and you cannot use the post office you may only use fed ex or UPS. Well guess what the price was going to be upwards of $100.00 to return it! They also say you must have pictures of the dress and the box you are sending it in attached to the package. This company is unethical, DON'T use them! Date of experience: March 18, 2025

  

  Business Response

  Date: 03/19/2025

  Hi L******* ************,
  
  Thank you for reaching out to us. I have checked your concern on order# 1****2 and I'd like to apologize
  for the inconvenience this may have cause. I understand that you are disappointed with our policy and I can certainly appreciate your feelings on the matter. 
  
  We value all of our customers and aim to make every experience as positive as possible.
  
  As well as this may seem frustrating, especially if it didn't align with what you hoped for but I believe our return policies, terms and condition
  regarding any purchases are clearly stated in our website. The rules are there to protect both the customer and the company guided that resolution will be fair and reasonable for both parties.
  
  We would like to confirm that your return authorization (RA) was sent on March 18, 2025 for Soulmates D7052 - Classic Hand-Crocheted Lace Evening Dress and we are currently awaiting your response to proceed with the return process.
  
  Your business is greatly appreciated and valued by us. We can't thank you enough for your time and understanding.
  
  

• Initial Complaint

  Date:03/11/2025

  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.

  On 2/18 I ordered this dress and then called immediately to cancel it. (See emails below). I also emailed the company multiple times to let know to cancel the order as it was the wrong color! They disregarded my emails & calls and shipped it to me anyhow! They then insisted on extorting a 25% approximately $250 for a restocking fee or a store credit for an item that I didn’t want. Both of their “solutions” are punitive and out of line with industry standards They are running a scam by keeping 25% of the value of their merchandise Additionally, they make the return process as difficult as possible, requiring multiple photos of the box item and then shipping label. Please note, I frequently buy designer cloths on line for galas, weddings and casual items & have never experienced more aggravation with a return. evidently they have in very fine print that they charge a 25 percent restocking fee. Most customers never read the fine print and if they did see this before purchasing would shop elsewhere; I’ve never paid more than 30 dollars max for a restocking fee on purchases more expensive than this one. Upon explaining all the hassle & time this took (for an order I didn’t want in the first place) their agents robotically repeated “we’re very sorry but this is our policy.” The restocking fee they finally brought down to 20 percent which I told them was still unreasonable and outrageous but they gave me no option other than a store credit. I would never buy anything from this company as they failed to show goodwill at every stage of my purchase & return. They are clearly making a profit from restocking fee while exploiting their customers. I spent hours of my time returning this dress and want to receive a full refund. If not, I will proceed to write scathing reviews across all social media channels to prevent others from getting”screwed” by them. Their brand’s reputation is at stake and customers deserve to be warned about their outrageous return policy.

  

  Business Response

  Date: 03/11/2025

   

  Hi B*** *****,
  
  Thank you for contacting us. I have reviewed your concern regarding order# 116888 and sincerely apologize for any inconvenience this may have caused.
  
  I understand your frustration with our store policy and truly appreciate your perspective.
  
  We value all of our customers and aim to make every experience as positive as possible.
  
  As well as this may seem frustrating, especially if it didn't align with what you hoped for but I believe our return policies, terms and condition
  regarding any purchases are clearly stated in our website. The rules are there to protect both the customer and the company guided that resolution will be fair and reasonable for both parties.
  
  After reviewing your complaint, we note that you have accepted our offer for a monetary refund less 20% restocking fee and freight-handling cost.
  
  Furthermore, we confirm that our refund agreement has been processed. Please allow 5 to 7 business days for it to reflect on your card.
  
  We truly appreciate your time and patience.
  
  *****

• Initial Complaint

  Date:03/04/2025

  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.

  Ordered 2 bridesmaids gowns in SAND color and as shown, they are MAUVE with pink flowers on the sleeves. They are trying to hide behind a store credit or 25% restocking policy. My policy is send what was ordered. They claim a lighting issue while any sane person can see this is NOT a lighting issue. ORDER #'s 11**43 and 11***4

  

  Business Response

  Date: 03/04/2025

  Hi M******* ********,
  
  Thank you for reaching out to us. We truly appreciate your patience and understand your concerns.
  
  We would be happy to review your complaint under order no. 116743 and 116744 and look into this matter further. Please allow us some time to investigate, and we will get back to you as soon as possible with an update. 
  
  Your satisfaction is very important to us, and we appreciate the opportunity to assist you.
  
  *****
  
  

  Customer Answer

  Date: 03/05/2025

  
  
  Complaint: 23018188
  
  I am rejecting this response because:
  

  Thank you for looking into this further. We have received 17 back and forth emails stating store credit/restocking fee/return policy, etc all of which are not acceptable for the misrepresentation. As you will see from the photos, this is clearly not a "lighting issue".

  Regards,
  
  M******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/05/2025

  We have requested a re-inspection of tags in our warehouse. Rest assured that if we found out that the tag is indeed not Sand as per your purchase, we will file a claim with Terani Couture of the wrong shipment.

  Thanks,

  ******

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: 23018188
  
  That would make sense, they were obviously mislabeled. Thank you.
  
  Regards,
  
  M******* ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 03/13/2025

  Hi. Why is this closed? We received nothing from the company and they still have our $1,000+

• Initial Complaint

  Date:02/18/2025

  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 four dresses online from this company on 2/04/25 and was charged $2,159 on my credit card. I eventually received three of the four dresses but I didn’t like them because they were all extraordinarily heavyweight. I promptly informed the seller that I wanted to return all three dresses. They said I would have to wait for them to email return instructions, which they’ve delayed sending and I have still not received despite numerous emails, phone calls and messages. They are clearly just stalling and purposely thwarting my ability to make the returns. In addition, there was a fourth dress on the same order which I have still not received, nor have I gotten any status updates.

  

  Business Response

  Date: 02/18/2025

  
  
  Thank you for reaching out to us.
  
  I understand your frustration and truly apologize for the inconvenience. 
  
  We are actively working to expedite the process and appreciate your patience during this time.
  
  We will make sure to keep you informed about the status.
  
  *****

• Initial Complaint

  Date:02/07/2025

  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 purchased 2 gowns that were supposed to be authentic Portia and Scarlett. What I received were 2 counterfeit gowns made by Allure Bridals in China. The fit and fabric are not aligned with true Portia and Scarlett. The stitching is low quality and the beading doesn’t match what the actual real dresses have. They were shipped directly from China, wadded up in plastic bags with the actual Allure Bridals packing slip inside. If you look up Allure Bridals China you will find that they are, in fact, a counterfeit operation. Store had a “no return” policy, no wonder why.

  Customer Answer

  Date: 02/07/2025

  they sent me an email that said my dresses wouldn’t ship until 2/12 so I was confused why they came so quickly. The quality is on par with something I would expect from SHEIN. Uneven, raw cuts, poor quality stitching and adornments that are vastly different than the authentic dress. The tags have fabric dye bleeding into them. There are areas where you can clearly see the shoddy work.
  

  There is zero transparency about the Portia & Scarlett brand, where the dresses are coming from, and what to expect. While it is possible this company believes they are selling quality gowns from this designer, what is actually reaching consumers are cheap knock-offs. I can take photos of every inch of these dresses to illustrate my experience. I also see that I am not alone in this issue based on other complaints I have seen here. Their no-return policy is an indicator that they are probably aware that there is an issue.

  

  Business Response

  Date: 02/09/2025

  
  I hope this message finds you well. I have checked your concern on order# 115865 and I'd like to apologize
  for the inconvenience this may have cause.
  
  In response to your complaint about the dresses you received, we want to assure you that these are genuine Portia and Scarlett dresses. We sell only 100% authentic items, all designed and made by the original designers.
  
  We would also appreciate if you could send us additional clear photos of the entire dress and the tags, highlighting the specific issue with the product, in order to help us validate your claim?
  
  Once the claim is confirmed valid, we will immediately provide you with the information needed to return this dress.
  
  Kindly send as well the photos to [email protected].
  
  Your business is greatly appreciated and valued by us. We can't thank you enough for your time and understanding.
   
  *****

• Initial Complaint

  Date:01/29/2025

  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.

  Their return policy is hazy. It says: "In-Stock Items - If you wish to cancel your order four (4) hours after placing your order online you will be charged a 15% cancellation fee and issued a monetary refund. If your order has already shipped, it will be considered as an original purchase and processed as any other return following our store policies." I cancelled the order on a Friday, The order shipped out physically the next week on Monday. I received notification it was shipped on Thursday when out for delivery. I ended up not having enough time for an event and had altered a previous dress I received from them that was too small. So this one was sent back, on my own dime, and I did not even open the box. I had cancelled before shipment, and after the allotted 4 hours. So it should have been a 15% fee and not a 25% fee. I felt forced to accept the 25% fee to get a refund to the original payment because their replies were not even following their own Terms and Conditions. If they want to say that if you cancel an order after 4 hours, you will be automatically considered a return, and issued a credit, then that is what should be in their terms and conditions. It is not. So 15% fee was what I should have been charged. They made money off of the first $700+ dress I purchased, and have now made another $220 off of this second dress that should have never been shipped out. I would like the appropriate refund.

  

  Business Response

  Date: 01/29/2025

  
  
  Thank you for reaching out to us. I have checked your concern on order# 113920 and I'd like to apologize
  for the inconvenience this may have cause. I understand that you are disappointed with our policy and I can certainly appreciate your feelings on the matter. 
  
  We value all of our customers and aim to make every experience as positive as possible.
  
  As well as this may seem frustrating, especially if it didn't align with what you hoped for but I believe our return policies, terms and condition
  regarding any purchases are clearly stated in our website. The rules are there to protect both the customer and the company guided that resolution will be fair and reasonable for both parties.
  
  After reviewing your complaint, we note that you have accepted our offer for a monetary refund, which includes a 25% restocking fee and the original freight handling cost.
  
  Furthermore, we sent you an email confirmation on January 27th indicating that your refund has been processed. Please allow 5 to 7 business days for the refund to reflect on your card.
  
  Your business is greatly appreciated and valued by us. We can't thank you enough for your time and understanding.
   
  *****
  
  

• Initial Complaint

  Date:01/21/2025

  Type:Billing 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.

  Purchased a dress from the Cotourcandy website, paid $667 on January 3, received Jan 7. Didn’t like the fabric at all, didn’t even try it on. Cc does not send a return label. Had to email them. They send a confusing email with policy, return time restriction, they wanted photos of the dress, back and front, tracking number sent to them. Return on Jan 10 costed a $100! Got an email that I received Store credit for $624. (-43$ less). I called the asking for money back on my credit card, that they refused. They said you had to read their return policy before you ordered, if you didn’t you were responsible not knowing that you don’t get money back. After half an hour of “negotiations” they offered money back with a -25% restocking fee! Shameless scam business practice!

  

  Business Response

  Date: 01/21/2025

  
  
  I hope this message finds you well. I have checked your concern on order# 114835 and I'd like to apologize
  for the inconvenience this may have cause. I understand that you are disappointed with our policy and I can certainly appreciate your feelings on the matter. 
  
  We value all of our customers and aim to make every experience as positive as possible.
  
  As well as this may seem frustrating, especially if it didn't align with what you hoped for but I believe our return policies, terms and condition
  regarding any purchases are clearly stated in our website. The rules are there to protect both the customer and the company guided that resolution will be fair and reasonable for both parties.
  
  After reviewing your complaint, we note that you have accepted our offer for a monetary refund, which includes a 25% restocking fee and the original freight handling cost.
  
  To proceed with processing your refund, we kindly ask that the complaint associated with this matter be closed.
  
  Once the complaint is resolved, we will be able to proceed with your refund as agreed.
  
  Your business is greatly appreciated and valued by us. We can't thank you enough for your time and understanding.
   
  G****
  
  

  Customer Answer

  Date: 01/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22836088, and find that this resolution is satisfactory to me.
  
  Regards,
  
  S**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/06/2024

  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 am in a nightmare with this company that falsely advertises their poliices. Just like the rest of complaints on this site, i didn't even open the dresses, they were returned in three days at a cost of $150 due to the strict manner in which they require you to return. Merchandise has been in hand for 20 days. I am told by cusotmer service that the accounting department have no phones. I am awaiting a refund and adjustment and can't get anywhere, i speak to customer serivce who are quite rude and have no ability to help and now have been through 13 days with no reply to my emails. I have nowhere to go to get resolution except for the several sites I see customers posting on, maybe I will get a reply, I emailed your CEO through LInkedin as based on what I am told, no one has a phone there except customer service. I have pics of the dresses not even unwrapped and also screen shots of the company calling me 4 times in ten minutes, this is borderline harassment.

  

  Business Response

  Date: 12/08/2024

  
  Hi M***** ********,
  
  Thank you for reaching out to us. I sincerely apologize for any frustration or inconvenience you've experienced.
  We strive to provide the best service, and I'm sorry that we did not meet your expectations during your recent interaction with our team.

  I understand that you are disappointed with our policy and I can certainly appreciate your feelings on the matter. We value all of our customers and aim to make every experience as positive as possible. As well as this may seem frustrating, especially if it didn't align with what you hoped for but I believe our return policies, terms and condition regarding any purchases are clearly stated in our website. The rules are there to protect both the customer and the company guided that resolution will be fair and reasonable for both parties.

  After reviewing your complaint for  order No.113188 which is in dispute with your bank, I understand that you provided us evidence that it was already cancelled/ closed on your bank but we are still waiting for the disputed case to be updated as a closed case on our end so our Accounting Department can process the refund on this order based on our agreements. We will immediately process our refund agreement once the case is completely updated in the system.
  
  Furthermore, we have already submitted and provided the bank with the evidence needed for this disputed case to close and included was the document you've provided. 
  
  Your business is greatly appreciated and valued by us. We can't thank you enough for your time and understanding.
   
  G****