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:04/09/2025

  Type:Service or Repair 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.

  Ordered two dresses from Joyfolie Nov. 29 2024 One did not fit my daughter, so I contacted the company and asked for an exchange. They didnt have the dress in the smaller size and so I asked to return the dress. They said yes but I had to pay shipping and a restocking fee, and would be issued store credit. I said fine. Company sent me info to return the dress, and said on the email the dress had to be returned by Jan. 20, 2025. I sent the dress back, and the company received the dress January 17, 2025. The email said the return was complete and a gift card would be issued. I needed to order another dress, and logged on to my account, and I have no store credit. I contacted the company to see how I could get the credit and now they are saying I didnt return the dress in the time allotted by their return policy. Although I returned the dress in the time frame told to me in the email, they sent saying how to return the dress. I paid ***** for the dress, and was supposed to be issued a credit for *****. I would have never returned the dress, if I knew they would just keep my money. They told me they could resend me the dress, but I would have to pay shipping. The event I ordered the dress for has already past, and I would just like the credit.

  Business Response

  Date: 04/10/2025

  Thank you for bringing this to our attention. We truly understand how frustrating this experience has been, and we appreciate the opportunity to clarify.
  Our standard return policy, as stated on our website, requires returns to be completed within ***************************** this case, the order was placed on November 29, 2024, and the return was received on January 17, 2025, which falls outside of our policy window. Based on this, the return was initially denied.
  However, we recognize that there was a miscommunication regarding the return deadline in our email correspondence. Although the return technically fell outside our policy, our team has since made an exception and issued store credit in the amount of $46.79 as a gesture of goodwill.
  Our goal is always to provide a positive experience, and we regret any confusion or inconvenience caused. If you have any further questions or need assistance with locating or using your store credit, please dont hesitate to reach out to our customer service team were happy to help.

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. I appreciate this so much! 
  
  Regards,
  
  ***** **********

• Initial Complaint

  Date:04/02/2025

  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.

  I purchased 4 dresses and a pair of shoes to try on for engagement photos, the shoes were final sale but the dresses were not. I was a first time customer and was excited by their ********* promo code advertised. The dresses were not very high quality and the fit wasnt great on me, so I went online to return them. Couldnt find how to return the dresses so I needed to ****** it, but when I finally got to the returns section the option to get money refunded was greyed out. I emailed support for help and was told that customers cant return any items that are on sale, which apparently included the promotional code. I work in CX/ux and this is an incredibly predatory practice to capture and trap first time customers. The company would not budge on helping me return the dresses, so now I have a bunch of clothes that dont work for me and I cant do anything about it. I looked for this info on their website and it was not easily accessible, nor presented up front when purchasing. Buyer beware, any kind of discount completely disqualifies you from returning items, even still in the packaging.

  Business Response

  Date: 04/03/2025

  Hello,

  I hear your frustration, and I truly appreciate you taking the time to share your perspective. It was never our intention to make you feel misled, and I understand how disappointing this experience has been.
  
  Our goal is always to create a seamless and positive shopping experience, and I recognize that our current policy structure did not meet your expectations. While we do have our return policy outlined on our website and available at the time of checkout, we will absolutely take your feedback into account to improve the clarity and visibility of this information for future customers.
  
  That said, I do want to find a way to make this right for you. While we are unable to issue a refund to your original payment method due to the discount used, Id be happy to waive the return shipping fee. This exception has been made on the backend, so you may proceed with submitting your return today before the window closes. I hope this helps offer some resolution while staying within our policy guidelines.
  
  If you have any questions, please reach out. 

• Initial Complaint

  Date:03/20/2025

  Type:Sales and Advertising 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.

  This clothing businesss online return portal was down for website maintenance during my return window. I needed to leave the country and when I returned a week later, the website was back up but I was informed by the company that my return window had closed. I emailed the company about this issue prior to my departure and did not receive a response until I was already out of the country. I had originally attempted to return the items for a full refund per their policy in a timely manner but was unable to do so due to the company deactivating their return website.

  Business Response

  Date: 03/25/2025

  Hi! 

  Hi! Firstly, we are so sorry for any frustration this recent experience has caused you. It looks like our team has since emailed a return authorization slip for you to include within your package. Please ensure all items are returned in their original condition so we can process your return as requested.
  
  To make sure you still have time to complete your return, weve also extended your return window by an additional 10 days. Please note: Your return must be delivered within the next 10 days to be eligible for processing (3/31).
  
  We truly appreciate your understanding and patience throughout this process. Once your return has been completed, youll receive a follow-up email with any additional details.
  
  
  If you have any questions, feel free to reach out to our team! I hope you have a lovely day!

• Initial Complaint

  Date:03/06/2025

  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.

  Dresses purchased were extremely low quality. Attempted refund day I received package in the mail. I have been told for over a month that their website and refund services are down. It is going to be outside of the refund window now. The business has continued to give me the run around making me assume they are scamming and committing fraud. Would like to return merchandise and recover my funds.

  Business Response

  Date: 03/13/2025

  Hi! It looks like a return authorization and shipping label have since been emailed to you. Additionally, I see that our team communicated that this return must deliver back to our warehouse by March 17th in order to be eligible for processing. The below communication was sent on Fri, 7 Mar 2025 at 4:05 PM: 

  "Hello ****,
  
  We wanted to let you know that our Return Portal is officially back up and running  thank you so much for your patience while we worked through these updates!
  
  Since the portal was temporarily closed, our team has submitted your return (***) on your behalf to help move things along. I've since emailed a return authorization slip for you to include within your package. Unfortunately, the Chloe ***** in Pink Dot 8 is not eligible for a return or exchange as it is a Final Sale Item. We sincerely apologize for the disappointment this may bring. The Sirena ***** in Lilac Ditsy Floral M is eligible to be returned for a refund to your original form of payment! Please ensure the item is returned in its original condition so we can process your return as requested.
  
  To make sure you still have time to complete your return, weve also extended your return window by an additional 10 days.
  
   Please note: Your return must be delivered within the next 10 days to be eligible for processing.
  
  We truly appreciate your understanding and patience throughout this process. Once your return has been completed, youll receive a follow-up email with any additional details.
  
  If you have any questions, feel free to reply to this email were happy to help!"

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  January 26, 2025 I placed order ****** with Joyfolie, online, for a dress and a duster for $259. I purposely chose not to use coupon codes which apparently deemed purchases final. I picked the duster to wear for my event rather than the dress and immediately reached out to make the return of the dress, on January 29. The website link to returns gave a message that their return system was currently down and to try again later. This message still shows a month later. I have emailed multiple times to request returning this dress or even exchange it for one that I can use. I am consistently told they can't until the system of back up. I'm starting believe this is a scam and they have zero intent to honor their return policy. They continue to sell products with no issues and no warning that returns aren't being accepted at this time.

  Business Response

  Date: 02/28/2025

  Hi! Firstly, I am so sorry that this has causes so much upset. To clarify, our returns portal is currently closed for updates to make for a better process in the future. However, I understand that in the meantime it may be causing you a negative experience. Please know that we have made note that you reached out during your eligible window and you will be able to submit your return request once this portal is reopened! We hope to have this feature available later this week. Again, I apologize for any disappointment this has caused you.
  
  I would also be more than happy to submit this request on your behalf! 
  
  Thank you for your patience and understanding. 

  Customer Answer

  Date: 03/04/2025

  Complaint: 22990693
  
  I am rejecting this response because:
  There is no resolution to request just the same message that the return system is still down. How can they continue at accept orders but they can't process a return or exchange. 

  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 03/08/2025

  Attached are my attempts to make my return now that the system seems to be working but I am now receiving the message that it's past the window to return this order... Even though they told me they would honor my return since the system has been down for two months or longer. 

  Customer Answer

  Date: 03/11/2025

  The return portal was open at one point over the weekend but I was unable to start the return process, as it says it was outside of the return period. I reached out to Joyfolie immediately to correct the situation and not miss the opportunity to make this return finally. I never received a response but I checked the return portal and it's now unavailable due to "maintenance" AGAIN. This feels very scammy. They are no longer responding to my emails at all. 

  Business Response

  Date: 03/13/2025

  We wanted to let you know that our Return Portal is officially back up and running  thank you so much for your patience while we worked through these updates!
  
  
  Since the portal was temporarily closed, our team has submitted your return (RMA) on your behalf yesterday to help move things along. I've since emailed a return authorization slip for you to include within your package. Please ensure all items are returned in their original condition so we can process your return as requested.
  
  
  To make sure you still have time to complete your return, weve also extended your return window by an additional 10 days.
  
  
   Please note: Your return must be delivered within the next 10 days to be eligible for processing (3/22).
  
  
  We truly appreciate your understanding and patience throughout this process. Once your return has been completed, youll receive a follow-up email with any additional details.

  Customer Answer

  Date: 03/20/2025

  Complaint: 22990693
  
  I am rejecting this response because: I am not being offered a refund. They are trying to give me a gift card.  That is not what I requested and not what their policy promises. I have spent two months trying to resolve this. They have lost my business going forward. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/25/2025

  Type:Order 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 ordered a dress and it didnt fit so I wanted to return it. The company says that they are unable to process returns right now as the website is being updated. I emailed the company twice and they keep telling me to try again in a couple of days. Its now been over 30 days and Im now beyond their 30 day return policy. Im now stuck with an $88 dress that doesnt fit. Not sure what I can do to get my money back. Funny that they can still process orders to send out but not take returns.

  Business Response

  Date: 02/28/2025

  Hi! Firstly, I am so sorry for any frustration this has caused you. To clarify, our returns portal is currently closed for updates to make for a better process in the future. However, I understand that in the meantime it may be causing you a negative experience. Please know that we have made note that you reached out during your eligible window and you will be able to submit your return request once this portal is reopened!  Again, I apologize for any disappointment this has caused you.
  
  I am also happy to personally submit this request on your behalf as soon as the portal reopens! 
  
  Thank you for your patience and understanding. 

  Customer Answer

  Date: 02/28/2025

  Complaint: 22990004
  
  I am rejecting this response because:  Joyfolie keeps giving me the same response: to try again in a few days and that they hope to have the returns feature of the website working in a few days.  They have been saying this for a month. I ordered clothing from them for my wedding and until I return and recive a refund for this dress, my money is tied up.  I need to be able to purchase another dress, but cannot at this time. Money is tight for me.

  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 03/13/2025

  We wanted to let you know that our Return Portal is officially back up and running  thank you so much for your patience while we worked through these updates!
  
  Since the portal was temporarily closed, our team has submitted your return (RMA) on your behalf to help move things along. I've since emailed a return authorization slip for you to include within your package. Please ensure all items are returned in their original condition so we can process your return as requested.
  
  
  To make sure you still have time to complete your return, weve also extended your return window by an additional 10 days.
  
  
   Please note: Your return must be delivered within the next 10 days to be eligible for processing (3/23).
  
  
  We truly appreciate your understanding and patience throughout this process. Once your return has been completed, youll receive a follow-up email with any additional details.

  Customer Answer

  Date: 03/24/2025

  I just want to let you know that Joyfolie has resolved my issue as of today.  I just received an email from them this afternoon:

  "Joyfolie
  To:  me  Mon, Mar 24 at 1:05 PM
  
  Your return was delivered via **** on Mar 24th, 2025. Please allow for up to 10 business days for our team to review and process your return before your resolution is issued. Youll receive an email confirmation letting you know that the process is complete.
  
  If you have any questions, reply to this email or contact us at ************************************************************
  
  Copyright  2025 Joyfolie. All rights reserved."
  
  
  

   

• Initial Complaint

  Date:02/24/2025

  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.

  I ordered a couple of dresses from Joyfolie. This isn't the first time I ordered from them, I enjoyed the clothing I received previously. The dresses came in a timely manner and I loved them, however they were too big and did not fit correctly. I sent them back asking for an exchange of sizes. They received the return on 12/21/2024. I did chat with ****** on 02/11/2025 and she apologized and said they could give me a store credit, but the return website was down at that time so I would need to wait until it's back up. It is now 02/24/2025 and I still have not received an exchange or store credit. They have not returned my email, and now they are stating their chat is "offline". It has been 2 months, with no communication or resolution. At this point I would just like a refund. This is a horrible way to do business.

  Business Response

  Date: 02/28/2025

  Hi! I want to sincerely apologize for the ongoing inconvenience and frustration you've experienced. I completely understand how upsetting it must be to have your return process delayed while our return portal was undergoing updates! 

  I'm happy to confirm that your return has since been completed and a refund has been issued. Additionally, it looks like your store credit refund has since been used towards a new purchase. I've included a breakdown of your return totals and how it has already been used towards a new purchase. I've also included additional screenshot confirmations. 

  Return 962652 / issued $177.60 store credit --> of this total, used $165.97 store credit towards a new purchase #******. 

  If you have any other questions, please reach out. 

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Made an online purchase in January, received the two dresses and returned them because of sizing. Received an email stating I would receive a refund and store credit within 10 days. As of today, February 19th I still have not received any refund or store credit. I have emailed them numerous times and get the same automated language. They also state that their refund system is down. There is also no contact phone number to call. They are liars and thieves stealing customers money.

• 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 placed order #****** with Joyfolie. I received my order on January 21, 2025. I returned the order and received confirmation that Joyfolie received the package on January 28, 2025. I followed all policies for the return, product was unworn with tags still attached. I was dissatisfied with the quality and fit of the products. Joyfolie sent an email stating they received my return on January 28 and to allow them up to 10 business days to process the refund/store credit. Their store policy also states a 10-business day processing time. After 13 business days, I sent an email to Joyfolie requesting an update on the return, since I hadn't heard from the company. They responded, saying: "At this time, our return portal is temporarily closed for these updates, and we are unable to process return requests."I replied to the email and asked for a timeframe in which my return would be processed. They responded again with a similar verbiage as the first reply, with no estimated timeframe or date.I replied again, asking for a refund (we had previously agreed upon store credit for the refund, per their store policies). Since they didn't meet their store policies and had no timeframe for a resolution, I wanted my money back. They responded with a similar email as the previous, stating they can't refund my money, per their store policy, and their returns are currently on hold.

  Customer Answer

  Date: 02/24/2025

  I am following up on my complaint against Joyfolie regarding my return.  Despite processing my return outside of their stated policy timeframe and only after I filed my complaint with the BBB, they sent me a gift card to their store in exchange for my returned products.  I no longer trust the company and, as stated in my previous complaint/request, I am requesting a full refund instead of store credit.

  I appreciate your help in resolving this issue.

  Business Response

  Date: 02/25/2025

  I truly appreciate your feedback, and I'm committed to addressing your issues to the best of my ability.
  
  First and foremost, I want to extend my heartfelt apologies for any inconvenience or frustration you may have experienced. We understand that our policies are crucial to your shopping experience, and I acknowledge that they may have been overlooked during your recent purchase.
  
  At Joyfolie, we aim to provide unique options for applying promotional codes to specific items or entire orders, offering our valued customers the opportunity to try our products at reduced costs. The discounts we provide are already a substantial benefit, and offering refunds for promotional purchases would impact our ability to continue offering these discounts.
  
  While we recognize that the norm in the e-commerce industry is automatic returns and refunds, your feedback is invaluable in helping us refine our services to better suit our customers' needs. We are a small business with high overhead and shipping costs, and we strive to balance these expenses while still providing great deals to our customers.

  I see that your refund has since been issued. We hope you can use this towards a new purchase. If you have any future product or sizing questions, we would be happy to assist. 

  Customer Answer

  Date: 02/25/2025

  Complaint: 22957430
  
  I am rejecting this response because:

  I understand your policies and I initially agreed to receive the store credit. The issue that you havent addressed is that the return was processed outside of your own store policies, and only after I filed a complaint with the BBB.
  You state that you acknowledge that I may have been overlooked which is not accurate. I was overlooked, even after my repeated attempts to email and inquire more about the situation (see the documented emails).

  I was unsatisfied with the quality of the product and overall experience with the company, and Joyfolie didnt follow the policies it outlined to me at the time of purchase. I dont trust the company enough to do more business with Joyfolie.
  You stated that my refund has been issued, which it has not. Store credit is not a refund of my money, its store credit. I have no interest in purchasing again from the company and would like my money back.
  
  Regards,
  
  ******** *****

  Business Response

  Date: 02/28/2025

  Dear ********,
  Thank you for your response and for taking the time to share your concerns.
  We understand your frustration and sincerely apologize that your experience did not meet your expectations. However, we do want to clarify that per our store policies, we are not permitted to make exceptions for refunds outside of the options outlined in our return policy.
  We appreciate your initial agreement to receive store credit, which remains our resolution in this case. We understand this may not be the outcome you were hoping for, but we are unable to issue a refund back to your original form of payment.
  If you have any further questions, we would be happy to assist.
  Thank you for your understanding.

• Initial Complaint

  Date:02/17/2025

  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 dresses and other items on 1/12/25 total spend of $572.40. The items were received on 1/17/2025. At the time I didnt realize as its not clearly stated its credit only for returns. I didnt realize until after purchase I had ordered 2 of the same dress. When my items came I only opted to keep 1 dress a pair of boots and two harnesses. I returned 4 dresses. One dress was even unopened as it was the duplicate and all the rest with tags as they hadnt been worn only tried on. I immediately the very next day on 1/18/25 sent these items in my order back. Got the confirmation messages as it notified them of the package being shipped. Clearly I didnt wear 4 dresses one a duplicate in less than 24 hours of receiving them. Thats when I realized I couldnt get a refund only a credit. Never experienced anything like this as a return policy. I asked the day I returned the items as it had been so fast all with tags and one not even opened from its bag for a refund instead. They refused and stated store credit was all they did. It has now been a month! No store credit. Ive emailed them several times and get the same canned response. The message acknowledges receipt of my returns but claims their return portal is broken. Excuse me what??? They have sent this canned message to me twice and as its been soooooo long sense I returned the items I asked the past two times in my replies to this message for a refund at this point as its clearly due with all this nonsense. I am requesting a refund for my items. They know and acknowledge I returned them long ago. This business seems to have serious return policy issues and practices per the string of complaints. It appears they delay delay delay thinking that absolves them in some way. Its been a month!! I want a refund at this point as you cant even get store credit right.. why on earth would I want to do business again.

  Business Response

  Date: 02/20/2025

  Hello ******, 

   

  To clarify, our returns portal is currently closed for updates to make for a better process in the future. This is not a typical delay and appreciate your patience. However, I understand that in the meantime it may be causing you a negative experience. Please accept our sincerest apologies for this inconvenience. 

  However, I can confirm that your return has since been completed and your store credit has been issued, per our policy. This credit may now be used towards any of the products on our site! If you have any other questions, please reach out to our team!