ComplaintsforRachel Zoe, Inc.

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Rachel Zoe aluminum spinner luggage at ********"s on 12/15/23. I have traveled with this luggage on only one occasion which was to ******** on March 25th and returned on April 2nd.On my way to the departure check-in counter to my surprise, one of the wheels fell off causing the luggage to fall.On my arrival home, I then tried calling Rachael *** customer service ***************) however this number was re-directed to another company asking to enter to win $100.00.I then sent a email, ******************************* and ***************************************,however both came back as undeliverable. At this point I have exhausted all my options ,hence the reason why I am here to lodgging a complaint.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a fall box late August. Supposed to ship in September. Contacted 2 weeks ago and was told warehouse change was the issue. Still no shipping email. I doubt I will get this box while its still fall. This company is a terrible rip off. No point in advertising which season the box is for if you cant ship it in that season. Scam

  Business response

  10/17/2023

  Hi ******,

  We can see that you successfully placed your order on September 6th - thank you for joining our community! We are so sorry if our shipping timeline didn't meet your expectations.
  Our FAQ page states that Fall Curations start shipping in October (*********************************************************************************************). We sincerely apologize for any confusion around this and thank you kindly for your feedback.

  A shipping update email was sent earlier today to our member base. In case you haven't received it, please check your spam and junk mail.

  As a thank you for your support, we have refunded you $35 off your Fall Curation order. This should appear as either a refund or a reversal on your credit card within 2-5 business days.

  If you have any questions or concerns, please don't hesitate to contact us at ************************************* We will be happy to assist you!

• Initial Complaint

  08/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a subscriber of the Curateur yearly service, they send out 4 curated boxed with various products (spring, summer, fall and winter) The box corresponding to the summer curation was supposed to arrive mid June, it has been over 2 months of excuses and fake appeasement discounts that depend on you buying something else to be applicable. Since mid June I have been contacting the organization at least once a week and the excuses ranged from supply chain issues (that I understand) to we have all the items now, we will begging shipping soon (July) to your box is ready and the label is pending (2 weeks ago). I feel like I am being jerked around by these people, I have asked for discount equal to the value of the box and the representatives say it is above their pay grade, I like the service and this had never happened before, even during the full lockdown pandemic. But I am tired of the frankly ridiculous delay and repetitive excuses. Value of the box is $99.00

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1year membership subscriber with ********** Box of Style / Curateur. Seasonal boxes shipped with accessories, cosmetics, clothing . $ 350 per year . I have bee a member since company inception. Summer box 2022 plus additional item paid for has yet to be sent . Excuse after excuse . " ready to ship " " on the way " ********** has taken my money & delivered nothing . Her headquarters phone has been disconnected. **************** . Will not respond to my e mails . What can I do now that she won't return my money nor ship products ?

  Business response

  09/16/2022

  Business Response /* (1000, 6, 2022/08/29) */ Thank you so much for reaching out! It looks like your summer curation has been delivered. We are so sorry for the delay on the summer curation. We sent out two emails to our entire member base informing them of the delay. We are hyper aware of this impact on the member experience and are actively putting measures in place to curb these delays in the future. Thank you so much for your feedback! Let us know if you have any questions! We are here to help.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a seasonal 'Curateur' membership. Typically you are charged for each seasonal box about a month or so in advance, and I never had an issue with that process for about 4 years. They charged me for the Summer 2022 box on May 6, 2022. As of Aug 16, 2022 the box still has not shipped (summer ends in about a month, so the products will not be very useful by the time they are received (if ever). We are now being asked to make our selections and pay for the Fall 2022 box, which is billed either when those selections are made (deadline is Aug 16), or by Aug 19 (when they make selections for you if you do not choose yourself). There is an option to 'Skip this Curation' - but if you select that, the $100 that would normally go toward the seasonal box becomes store credit to spend on their website in order to keep your 'membership'. So you cannot really skip anything, either way they charge you the $100. This is not acceptable, considering I already paid $100 over 3 months ago for items that have yet to be received. Each time I reached out asking about the Summer box I was told it will ship 'any day now', and they gave me $15 in store credit. Why would I want store credit when they have not completed the order I already paid for? They will not provide a clear shipping date and they will not give refunds. So as of now, they owe me $100 bucks plus tax, or the Summer box I paid for. I cancelled my membership so I am not charged another $100 for items that may never be received. DO NOT sign up for this service! So disappointed.

  Business response

  09/01/2022

  Business Response /* (1000, 6, 2022/08/29) */ Hi ******, Thanks so much for your feedback. I've just checked your tracking and it looks like your curation has been delivered. We are so sorry for the delays with the summer curation and we totally understand your frustration. We are also upset about the delays too and have made changes in operations and logistics to ensure these delays do not happen again. It's a negative member experience and our entire team is hyper-aware. Should you decide to come back, we would be so happy to have you as a member again! Thank you again for your feedback. Consumer Response /* (2000, 7, 2022/08/29) */ The items were finally received on August 26, 2022.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I paid for a summer box in late April/early May. The website first states that boxes would ship out mid-June. It is now August and I have not received a shipping notification. I understand that product delays occur but I was constantly lied to via chat and email that the last item that they were waiting on was in. A month ago, they posted an update on their ********* that the final item was in, but I still have yet to receive a tracking number for my box. No one from the company can tell me when I will receive my box, and the shipping times keep getting pushed out to "next week." I just want my box that I paid for and not ever have to deal with this company again.

  Business response

  09/13/2022

  Business Response /* (1000, 5, 2022/08/18) */ Hi ****, Thank you so much for your feedback We are also upset about the delays too and have made changes in operations and logistics to ensure these delays do not happen again. It's a negative member experience and our entire team is hyper-aware. We understand how this negatively impacts the member experience and we are actively putting practices in place to curb these delays in the future. We are committed to providing transparent shipping updates. We sent an email in June and in July informing our member base of the anticipated delays for the summer curation, I hope you received them. As always please let us know if you have any further questions! Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Same canned response they give everyone. I only received one email. Also, it is the end of August- never received a summer box!

• Initial Complaint

  07/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered the *************** Box of Style on 5/21/22. The shipping was communicated to be the middle of June. I inquired on June 24th of when I would receive the box, as I had not received shipping notification and was told an item was back ordered and was expected to be in at anytime. Contacted them again on 7/9 and was told the item was received and they would begin shipping. Contacted them again on 7/25 and have been told it was in the warehouse waiting to be shipped. Was told I would receive shipping news in about 14 days. From social media complaints it appears no one has received the box.

  Business response

  08/25/2022

  Consumer Response /* (-5, 5, 2022/08/15) */ I am providing my order #******** Also was promised today that I would receive tracking. Never did. Asked for a refund. No response. Business Response /* (1000, 9, 2022/08/18) */ Hi ****** It looks like you chatted with a member of our customer service team and you were fully refunded for your summer curation order we are so sorry for the delay this season! We understand how this negatively impacts the member experience and we are actively putting practices in place to curb these delays in the future. We are committed to providing transparent shipping updates. We sent an email in June and in July informing our member base of the anticipated delays for the summer curation, I hope you received them. Consumer Response /* (2000, 11, 2022/08/19) */ After several emails back and forth with Customer Service daily for two weeks I was able to get a refund. This complaint can be closed but customers need to be warned.

• Initial Complaint

  07/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I paid ******* x 2 in advance for a year of Curateur (Rachel Zoe, Inc.) seasonal boxes. They are birthday presents for my daughters **** ******* and ***** ******* The Summer boxes have yet to arrive. Summer is halfway over, and I have communicated with Curateur Concierge (Request #XXXXXX, #XXXXXX)several times through email on June 28 and July informing them that my daughters have not received their Summer boxes. On July 17, 2022, they informed me they were perfecting boxes and getting them ready to ship. Still no boxes have arrived. These boxes include fashion items that would be used during a Summer vacation. Summer vacation is now ending and soon school will be starting. These boxes are seasonal and should be shipped prior to the season beginning, not when the season is almost over. At this point I'm worried that I have paid $370.00 x 2 and have been scammed, or that Rachel Zoe is running some type of Ponzi scheme with Curateur.

  Business response

  08/18/2022

  Business Response /* (1000, 8, 2022/08/18) */ Hi *******, Thank you so much for your feedback. I see that your summer curation order was delivered. We are also upset about the delays too and have made changes in operations and logistics to ensure these delays do not happen again. It's a negative member experience and our entire team is hyper-aware. Thank you again Consumer Response /* (2000, 10, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The *** box arrived more than 2 months late so I am relieved but the next box is due in 2 weeks so consider the service very bad! Thank you BBB! **************** Consumer Response /* (3000, 16, 2022/10/29) */ Even though I had to drop the claim against ***, nothing has changed. The fall *** box was due the first of September. Neither of my daughters have revived their paid in advance boxes. Their names are **** ******* and ***** ******. I have notified ZOE several times but been ignored. They also go by name of Commenity. They are selling the fall boxes online but not deliver boxes paid for in advance. The boxes cost $100 each and another box is due to each daughter the first of December, in time for Christmas presents.I paid almost $400 in advance for the 4 boxes due to Tamara *******. *******. ***** ****** paid for her own boxes. I would appreciate your help again. ******** *******-*************************************************************************************************************

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a seasonal subscription on May 30th, at the time the website said that boxes would ship out the first week of June. Received no emails from company saying there was a delay (they claim they sent them but I along with others never got them). Contacted them in Mid June and asked where box was and when it would ship, they claimed they had a supply chain issue and that it would ship in the second half of June. Second half of June came and went and I contacted them again, they had stated on social media that they had all parts of the box in their warehouse by that point and would be shipping that week. They said it would ship in 'Early" July. They did not ship it. I contacted them again. They said it would then ship by mid July, it did not. I spoke to them again on July 20th and they said I would have tracking info within the week. It is July 26th and I still do not have tracking info and they no longer have a live person available to chat with on their customer service. These are summer items and seeing as the summer is more than half over and it still has not shipped and they are not offering the box at a reduced price this late in the season a lot of the value of it has been lost due to their shipping delay.

  Business response

  09/08/2022

  Business Response /* (1000, 8, 2022/08/18) */ Hi *******, Thank you for your email, and we are so sorry for the delay this season! We understand how this negatively impacts the member experience and we are actively putting practices in place to curb these delays in the future. We are committed to providing transparent shipping updates. We sent an email in June and in July informing our member base of the anticipated delays for the summer curation, I hope you received them. I chatted with you back in July and I am so sorry for the delay. Our warehouse team communicates shipping updates in real time and these timelines can change frequently. We were just supplying the information we had at that specific time, but I completely understand your frustration. Thank you for sharing your feedback and as always, please let us know if you have any additional questions!

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I placed an annual subscription order with the company on May 26, 2022 Contacted the customer service to deliver the past due box i.e. spring collection for the year which was sent out in mid march. A lot of back and forth with some ******* and ****** from the company. And finally they come back with they cannot do so, boxes go out at their designated times. And i'll have to buy a fifth box/spend more money to ship a box immediately. I finally wait for mid june for the order to be fulfilled, contact the customer support again on june 19/20/21 and their response so far is they'll be shipping it anytime now. Which I highly suspect. As Its past mid june and they still don't have a tracking number to provide. I've left my concerns with their customer support and since then they've stopped replying. It looks to me like they are running a fraudulent service to defraud people of their good earned money. Also could be targeting few minorities like me and running these bullying tactics as result of their racist inclinations. I'd ver much like for them to deliver the product immediately at the fast level of expedition. Or give me a full refund and pay in damages in terms of lost time, harassment and what not. Have all the email chains saved as evidence. Thanks ***

*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. ↩