Complaints

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:09/03/2024

  Type:Service or Repair 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.

  From Princess Polly, I bought the ******** bag (order #US12012608) hoping to use it for school. While walking to class the strap broke and my belongings fell on the concrete. My laptop screen is now cracked + it is lagging (which is a new issue, this laptop is only one year old). The buckle on the bag is CLEARLY defective, as it is 1. lopsided 2. barely hanging on and 3. facing the WRONG SIDE. I have to fix the screen or probably get a new laptop, it is my second week of graduate school, making this a huge inconvenience. **************** is only offering me a $25 refund but this laptop cost me over a grand. If their product cannot hold a laptop it should be communicated under product details so individuals like myself do not have broken valueables due to their defective products.

  Business Response

  Date: 09/06/2024

  On September 3rd, 2024, the customer submitted a complaint stating that her laptop was damaged due to a broken strap on her recently purchased **********************. The customer requested that we replace her laptop as a result of this incident.

  
  Upon receiving the complaint, our initial agent treated the case as a potential issue with the product and requested photos to verify the damage. However, after reviewing the images provided by the customer, there was no clear evidence that the strap was broken. Additionally, no report of a faulty item was made by the customer when the package was delivered in August.

  
  We offered the customer a full refund for the bag, either to the original form of payment or in the form of a gift card. The customer opted for a refund to her original payment method, which was promptly processed. Despite receiving the refund, the customer continued to request that we replace her laptop.

  
  While we strive to ensure customer satisfaction, we are unable to compensate for items beyond the scope of our product. In this case, we have refunded the cost of the bag in full, and we believe we have resolved the issue according to our policies.

  
  Thank you for your attention to this matter.
  

  
  

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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.

  Princess Polly charged my credit card $69.28 on 12/29/22 and it was processed 12/30/2022. I did not place an order with this company. The transaction #: ******************. Can someone please contact me about this charge so we can get this matter resolved?

  Business Response

  Date: 01/23/2023

  RE: Better Business Bureau ID: *******
  
  
  
  Thank you for your letter and partnership informing Princess Polly of the customer complaint submitted on 1/4/23 assigned ID: *******
  
  
  On 1/4/23 the customer reached out via email inquiring about a charge from Princess Polly for $69.28. We confirmed with the customer that no new orders had been received or charged by Princess Polly. Upon further investigation, the charge was from a previous order the customer had placed.
  
  The charge was a result of an instant exchange that was submitted by the customer, but ********************************************* had not received the item that was supposed to be returned. When an instant exchange is chosen, the exchange order is immediately processed and the customer has 14 days to send back the original item to Princess Polly or they will be charged for the item. In this case, the customer said they had dropped off the item at a ***************** even though Princess Polly had no record of the item being returned. Princess Polly refunded the $69.28 charge in good faith as a courtesy to the customer.
  
  See Attachment/File: ******************** Complaint ID ***********

• Initial Complaint

  Date:12/26/2022

  Type:Delivery 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 made an order two days ago, but right before I hit purchase I realized I never changed the shipping speed because I need it quickly. I hit an x on the screen and then it took me to a page that says thank you for your purchase even though I never hit submit order. So, I reached out via the chat on the website within a minute to ask if they can change the shipping they said no. So, I asked if they could just cancel the order so I can reorder it. They said we will get back to you in 24 hours. They eventually answered no because they process orders so quickly. I also emailed the same questions and did not get an answers. However, it has been two days and nothing has been done to my order. So they did have the ability to cancel it or change the shipping speed for me. I will have no need for the order by the time it gets to me and I will have to return it even though I contacted them directly after the order went through.

  Business Response

  Date: 01/27/2023

  Business Response /* (1000, 5, 2023/01/10) */ RE: ********************** ID: ******* Thank you for your letter and partnership informing Princess Polly of the customer complaint submitted on 12/26/22 assigned ID: ******* The customer contacted our Customer Experience team via email and chat on 12/24/22 requesting to change the shipping speed of their order. Due to systematic limitations we are unable to action any changes to the shipping method chosen at checkout. The customer then requested to have their order canceled. As their order was already in fulfillment, again due to systematic limitations, we were unable to cancel the order. The customer was provided information located on the Princess Polly website regarding our return policy should they prefer to return the items instead. On 1/4/23 the customer submitted a return for all items in their order and their refund was processed on 1/5/23. As stated in our return policy, if customers opt for a refund to their original payment method $6.95 will be deducted from the refund for the return shipping label fee. As a one-time courtesy, we waived the return label fee for this customer.

• Initial Complaint

  Date:06/30/2022

  Type:Sales and Advertising 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.

  Today (30 June 2022) I placed an order with Princess Polly for some clothes. I paid with********** on my phone (on the ** website). I thought I was paying around £359 in total as this is what appeared on the screen. But as soon as I paid, I realised I had been charged about £482. I had no idea that VAT would be automatically added at payment because we don't do this on the **, and considering I was on the ** website (and all the prices were in £), I had no reason to think about what is customary in the US. Also since it was on the ** website, I was no aware that international shipping would be involved or that I would have to pay duties - this was not made clear at checkout. If I had known that I had to pay international shipping duties and that the total I saw on the screen (£359) did not already include VAT and that I would have to pay VAT afterwards, I would not have placed the order. I have tried to contact them but I have received no response as of yet. Their FAQs state that they do not cancel orders and that once an order is placed, they cannot do anything about it. I know that in the ** and US there are cooling off periods for entering into a contract. Does this apply here? Do I have a legal right to cancel the online order? If so, surely it is against trading standards to tell your customers that they cannot cancel any orders, suggesting that they are legally bound from the moment they place the order. I also want to ask whether it is against trading standards that the website was so misleading. I understand that customers in the US would be aware of VAT added on at payment but surely this is something that the company should draw consumers' attention to on their ** website as ** customers are not accustomed to considering VAT (as it is always included). They should also make it clear that it is a US website and that any orders involve international shipping (& duties!). Before ordering, I had no idea it was even a US company!

  Business Response

  Date: 07/01/2022

  Consumer Response /* (-5, 5, 2022/06/30) */ Princess Polly finally got back to me and agreed to cancel the order and refund me the money. Since it has been resolved, I'm happy to not proceed any further with the complaint. Thanks for your help.

• Initial Complaint

  Date:06/19/2022

  Type:Customer Service 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 made a return to Princess Polly on June 18th and accidentally pressed the option saying that I wanted an exchange. After I submitted my return to ****** I got an email saying that my item was being shipped to me in a bigger size. I was confused and tried my best to figure out how to stop the item from being shipped because I didn't want it and only wanted my return. I'm their response email to mine asking for help, A girl named **** had given me the general run of the mill copy and paste response. After she had signed her name and ended the message at the very bottom in a different color font and everything it read, "I'm sorry but fu". I was so shocked by this and immediately sent a response back confused. I originally had thought it was an unfinished sentence but she was obviously trying to put it at the very bottom and to be sly about it. After my response I received another email from their support team apologizing but promising it was just a typo. I have a very hard time believing this and think something needs to be done.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/06/23) */ 6/23/2022 To Whom It May Concern, RE: ********************** ID #******* Thank you for your letter and partnership informing Princess Polly of the customer complaint Case opened date: 6/22/2022, assigned ID #*******. The customer reached out in regard to canceling an order that was placed through our return/exchange process. Unfortunately the order could not be canceled because it had already been shipped. If the customer wishes to return the products, they can return using our return portal. Additionally, the customer has been followed up with today, 6/23/22, to confirm the return options available for exchange order ************. This complaint is in regard to a written response between the customer and one of our Customer Experience Representative interactions via email support ticket. In regard to the verbiage used in the support ticket dated Friday, 6/17/22 at 1:29pm PST, we utilize pre-made macro responses for many of our customer interactions. It appears that the representative may have copy and pasted a response together with another and left one sentence incomplete after signing off by name. We can assure that Princess Polly treats all customers with the utmost respect and apologizes for any confusion on that communication. Sincerely, Princess Polly - Customer Experience Manager

• Initial Complaint

  Date:06/10/2022

  Type:Delivery 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 more than 12 days ago. Despite the company being in*** and me living in***, they sent my package out to ******** for some reason. Has had no shipping update on my tracking service in a week. Should have been a quick and easy delivery

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 8, 2022/07/01) */ 7/1/2022 To Whom It May Concern, RE: ********************** ID #******* Thank you for your letter and partnership informing Princess Polly of the customer complaint Case opened date: 6/10/22, assigned ID #*******. The customer reached out to our Customer Experience Team in regard to the shipping status of Princess Polly order #********* on 6/12/2022 via email. The customer inquired about the current tracking status of the package with the shipping carrier, *****. Our customer experience team replied the same day to inform the customer the shipment was still in transit to the customer, however, it may have been delayed and asked the customer to wait until 6/17/2022 (5 business days) to follow up with our team to allow time for the package to arrive. The customer followed up on 6/17/2022, in which we determined the package had not yet been delivered and our team was able to conclude the package may have been lost in transit with the carrier (*****). Additionally, our Customer Experience Rep followed up with a full refund for the amount of $****** back onto the original payment method as the final resolution. Our shipping service level agreement with our customers allows 5 business days (for domestic express shipments) to pass with no tracking movement, in order to determine that the package may have been lost in transit with the carrier on its way to the customer's provided address. Additionally, a package may be sent to a further away location from the delivery location for processing and scanning due to logistical processes and delays before it's sent to a local hub prior to final delivery to the customer's address. Sincerely, Princess Polly - Customer Experience Manager