ComplaintsforUnhide

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The "vegan fur" donut dog bed and blanket has a mayor quality issue in that the fur has an extreme shedding from the fabric, this is a defect as I have owned many faux fur items and never had this issue before.The look and feel of the product is great however the shedding is so extreme that there are fur ***** all over floors and as the "fur dust" is light it travels to several rooms, settling under my bed in a different room then where the product is actually located. It's a quality problem / defect. I also wanted to leave a review on their website as I see there are only positive once listed however I realize its not possible to leave review of this product and the Is wonder, who wrote the reviews and how did they end up on their website????I need to dispose of these product as soon as I return to the *** as its unbearable keep them in my home.

  Business response

  08/06/2024

  Hey ********!

   

  We are so sorry to hear that your bed is shedding like this. I do see where you contacted our team just a couple days ago saying that it's been shedding since a month after you received it back in October of 2023. We do ask that you reach out to us as soon as there is an issue vs waiting almost a year to reach out. We do not typically replace items that were ordered this long ago, but since it is within the year, we would love to replace this for you at no charge. While our products can shed occasionally, they should not shed excessively, and any product that does, yes, this would be a defect. 

  I see that you are already talking to our CS team member ****, so I will let her continue to take care of you. Please email me directly if you have any further issues. My email address is ************************************.

  We sincerely apologize for this again!

  Warmest,

  *****

  Customer response

  08/06/2024

   
  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 however if my product was not a one of defected product it does not solve the overall issue with the product quality. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a XL gray donut bed for my dog back in November. I bought the item using Klarna. The item was too big and asked for a replacement for ************* donut. I finally received a response after multiple emails from Unhide. They sent a return label but the label was not correct and I was told by the postmaster that the wrong size was on the shipping label. I had to again send multiple emails to Unhide and received the correct label. On 2/15/24 at 10am I went to ***** and returned the XL donut. This arrived at their facility on 2/16/24 at 11:39am. I did not receive any communication regarding the replacement been sent nor a refund. I contacted ****** and they informed me Unhide has to issue the refund to them so I can receive the refund. I spent $179.38 for this item and received no refund.Can you please help me resolve this issue.

  Business response

  04/22/2024

  Hello!

  We are so sorry to hear this happened. I did look into this, and the reason your exchange never processed is because your shipping label does not show that it was ever taken in to ***** Since you did have to get a label directly from us for ***** instead of going through our returns portal, this would not be an automatic exchange, because the system has no way of knowing when a return is delivered. You should have been told this when the label was sent to you, so that you knew to let us know once it was dropped off and we could monitor it. We sincerely apologize for this error on our **************** end. 

  I did push the return through, so the exchange has been activated and will ship out today if you would still like to do the exchange. If you prefer to go ahead with the refund and cancel the exchange, just let us know and we will take care of this for you. 

  We appreciate your business and apologize again for the experience you had with this order. 

   

  Customer response

  05/23/2024

   
  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,
  
  Azure-************************************

• Initial Complaint

  03/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered several blankets and pillows from UnHide. Unfortunately the colors didnt match as my wife had hoped they would. I initiated a return by emailing their customers service as instructed and it took a few emails and over a week for them to respond. They eventually sent me 4 return labels. Because one of the boxes was so big, I thought it would be best to combine the returns into 2 boxes in order to save UnHide on shipping costs. The problem is they werent able to efficiently track the returns once they reached their facility and only provided a partial refund. I explained that I had combined the returns into fewer boxes in order to save their company money. The person I was emailing with was NOT happy about this and let me know it. They were combative and lacked interpersonal skills, treating me as if I maliciously was trying to cause their company problems. I calmly tried to explain my reasoning and logic, which may have been flawed, but was well intended. However the customer service agent was not having it and continued to aggressively ask me why I would do such a thing and how it caused big problems for them and that it didnt save them any money at all. I had planned on buying additional products from UnHide in the future but after these interactions, Im avoiding that company at all costs. The customer service agent lacked interpersonal skills and has anger issues and should not be in a customer facing position. Im disappointed with them and will not be purchasing anything from them again.

  Business response

  04/01/2024

  Hi ****,

  We do apologize for the experience you have had with us thus far. I did look over the conversations you had with our **************** team. They did not assist you with the best choice of words, and we sincerely apologize for that again. Our **************** team is here to help in any way they can, but I do want to confirm that there is no way to track returns unless they go through the returns portal and the label that is printed is able to be scanned in by **** when dropped off for a return. I do see that you were given the refund despite not being able to track the items you returned, which is what should have happened in the first response from ****************.

  You should have received that refund to your original form of payment by now, but please reach out to me directly if you have not. If you have any further issues, please reach out to me directly.

  We apologize again and hope to be given the chance to exceed your expectations in the future. If you decide to purchase from us again, please email me, and I will send you a discount code for the poor experience you have had. 

  Warmest,

  *****

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  -ORDER #***** on 11/29/2002 -Tracking showed an original arrival date of 12/06/2022 -Shipment showed delivered on 12/08/2022 which I did NOT receive -Immediately reached out to ***** AND UnHide on 12/08/2022 -Received an immediate response from ***** that they had opened up a case, never heard from UnHide After multiple communications with *****, here is their finding: *****: Research for tracking number ************ is complete: our records indicate your package was delivered on 12/8/2022 3:38:20 PM. If the package has not been located, please contact your shipper to initiate lost package procedures. Reply stop to stop.-I have now emailed (the ONLY way to contact them) 4x with NO response. -I have also reached out to UnHide via ******** and Instagram. -I either want/need UnHide to find my shipment, overnight a new one or at the very least issue me a refund before I take this up with my CC company -This was an early Christmas gift for an out-of-town friend which is now to late for me to give her when I see her

• Initial Complaint

  12/31/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On ******** **** **** I placed order XXXXX online for three medium lil marsh blankets. One rose, and two silver fox. Shipping was taking forever, so I emailed them on the 15th and they replied two days later saying the order had shipped. When I received the order on XX-XX-XX the order was completely incorrect and shipped from a Nordstrom's not an Unhide. I have been back and forth with customer service since the **** to which they have said they have now shipped out 4 silver fox medium blankets and none of them have even been picked up from FEDEX. I have the tracking number for the first 2 that were supposed to be delivered overnight to me on the 22nd. That is XXXXXXXXXXXXX. I have had multiple emails since asking for the status. Customer service then said they placed another order which is XXXXX which has also said "it shipped" and the tracking number is XXXXXXXXXXXX. Neither of these have ever been picked up or shipped. At this point this company has lied so many times about replacing their error, that I don't believe anything they claim they are doing. They should have just cancelled the order when I originally asked so that it would not have ruined presents for two family members.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on Monday 12/13 at 9:09 AM EST (6:09AM PST) after reviewing the company's shipping policy that orders shipped prior to 11 AM PST would ship same day. I purchased the items with RUSH shipping which per the website is 1 - 2 day delivery and prior to 11 AM so that I would receive the items prior to Friday 12/17 as I am traveling for the holidays and will not be home until after Christmas. After I did not receive my shipping confirmation on Monday, I reached out to the company both through their website and through Instagram on 12/14 to cancel the order as I knew I would not be able to receive this order prior to me traveling. I reached out to their website at 11:01 AM EST (9:01 AM PST) and instragm at 9:08 AM EST (6:08AM PST) to allow for ample time to cancel the order as it had not shipped. I received a shipping confirmation on 12/14 at 3:48 PM EST and a response from customer service agent "****" at 5:01 PM EST stating she could not cancel because the order had already shipped. It is now 12/15 with absolutely no tracking movement or update. The only tracking information is that the labels were created but that FedEx has not actually received the items for shipping yet. I tried in many different ways to contact this company because they did not adhere to their stated policies and instead they marked the item as shipped and had ******** contact me after the fact because they want to keep my money. The package hasn't even really been shipped and this company is a fraud. I want all of my money back for the items because I will not be available to receive them and because I reached out to the company with adequate time for the order to be canceled. All proof of my statements are attached.

  Business response

  02/17/2022

  Business Response /* (1000, 14, 2022/02/17) */ ***Document Attached*** Hello BBB, Thank you for your letters and I apologize for not responding to your correspondences. I assure you this will not happen again. For this case, I attempted to respond on the BBB website the day after the case was closed. I was not in town in January and unfortunately only saw the letter on 2/1. In order to ship orders as quickly as possible, we prepare orders to begin shipping as soon as they are placed. When Annie reached out about canceling her order during our peak holiday season, we responded to her email within a few hours of receiving it (see screenshot attached). Customer explained that she will be in Disney World during the time of delivery, so **** (our customer service agent, alias ****** *******) asked our warehouse to reroute the package back to us. On December 17 we refunded the customer in full and **** made a note in our Shopify system that "customer had order rerouted back to warehouse due to delayed shipping and wouldn't be home to receive order". Customer has been refunded in full for her order. Consumer Response /* (2000, 16, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Refund was received from company but not according to their timeline that they provided. I received the refund weeks after communication from the company that they would reroute the package.

*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. ↩