ComplaintsforAdrianna Papell

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I believe that adriannapapell.com is a fraudulent address (apparently this is also "House of Wu").-I called customer service and I get a recorded response from a personal email or: I call and am put on eternal hold or: I call and get a different recording and am put on eternal hold, all the same phone number. The first person that I spoke with did not sound professional at all. I could tell that it was bogus.-I purchased a dress and received an email (which is why I called initially):"Hope all is well.We are trying to process your order and we need you to confirm the information provided on the order. Kindly call our customer service **** at **************. Our offices are open 9:00 AM to 5:00 PM EST. We must receive a response from you within 2 business days or we will not be able to fulfill your order.Look forward to your response."The email was from:from:************************* <**********************************>cc:"************************************" <************************************ When I spoke with a real person initially, I told her I wanted a refund and she put me on hold, which lasted for about fifteen minutes until I hung up.Thank you for your help.*********************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed an online order on 8/31/22 order# ******, the total was $210.29, Subtotal $189, tax $11.34 and shipping $9.95. I received the order in a timely manner. The item was too big, so I placed an online order for a smaller size. The next day, they cancelled the second order. No explanation as to why. So I placed it again. They again cancelled it. I placed it for a third time and for a third time, they cancelled it. I called them to figure out why, they gave me a few reasons that didn't make sense about my address not matching and my IP address being flagged as fraud, but said they would fix it and email me with confirmation that I could place another order. They couldn't even place it over the phone...again...not sure why? I do eventually get an email a few days later stating the problem was fixed and I could place an order. I did an exchange online and returned the first item I purchased. I sent it by Fed Ex, I received an email stating they received my return and would process the exchange and the refund. Then I got a cancellation notice AGAIN for the exchanged item I was trying to order and they issued a refund...but only a partial refund. They refunded only $42.40. This amount would be correct, if they had sent me the second item, but they didn't because they keep cancelling my orders. I have tried 4 times to call them, all 4 times they tell me they can't fix it and a manager has to call me back. Which they never do. I am owed $189 plus tax $11.34 minus return shipping of $9.95 and the partial refund of $42.40 which come to $147.99 owed.

  Business response

  10/05/2022

  Consumer Response /* (2000, 6, 2022/10/01) */ They have refunded the correct amount as of 9/30

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I bought two dresses online from ******** ****** website on 12/29/21. I paid for expedited shipping so I could have it immediately the next week. The money was immediately taken from my account. The next morning I was informed via email that I needed to call in and confirm my shipping and billing addresses because they were different. No one on the phone bothered to tell me that one of the dresses I ordered was out of stock. I immediately get a shipping notification that one dress from my order is on the way to me. I waited until Monday morning 1/3/22 to call and find out about the other dress. I was informed it was out of stock, I asked for a refund and was told that they are having "technical difficulties" refunding the money back to my account. They asked if I wanted the refund to be issued via check or PayPal and I explained over and over I wanted neither. I wanted the money back onto my bank account. I was told they would reach out to me in a couple of days to see if they could try again to refund my account directly. No one reached out to me. 1/11/22 I called in the morning to see what the progress with my refund was and was informed they decided to go against my wishes and issue me a paper check refund in the mail. I was assured I would get it on the 1/21/22. I did not. I reached out again today 1/24/22 and was told they would "check on the status of the refund and call me back" no one has returned a call to me. It'll be a month on the 29th since I ordered these dresses and only one was shipped and delivered. If asked many many times to be contacted via email or phone call about updates concerning my refund. I haven't received any communication except for what I've gotten when I reached out to this company personally. I'm wanting my money back for a item I never received because it was out of stock, yet they took the money out of my bank account immediately.I only have documentation of my order, since they haven't communicated with me anymore about this issue

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/02/01) */ Hello, unfortunately during the time that the order was placed we experienced technical difficulties with our payment providers on settling batches to issue the proper refunds. Internally we were quickly trying to expedite the refund issue and get the returns back to the customers. We finally were able to mail this woman a check for her refund and additionally send her a $250 gift card to our website for her troubles. Additionally, as most websites do these days, we currently capture payment at the time of checkout. This is not new or unheard of for many online stores. We deeply apologize for the lack of communication from the customer service team and have taken this complaint seriously to remedy in the future. Consumer Response /* (3000, 7, 2022/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have finally received the paper check refund from this company. However in this company's response they neglected to tell you they only issued me a 250$ gift card because I was very upset that they overnighted my refund check on 1/20/22 to my billing address in a different state. Not to the address where the actual merchandise was shipped. I continued to press about the refund check especially since they said it was issued on 1/7/22 yet it was overnighted the day before I was told it was supposed to arrive. I was told it was a 2 week process to get another check issued, and that they were working remotely, and managers were out of the office, so on and so forth. I was finally told on 1/25/22 they were going to issue another check immediately and have it overnighted to me. I have since received the refund.

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