Online Retailer
Heiress Beverly HillsThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 48 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/01/2025
Type:Delivery IssuesStatus: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 an online order on February 24, 2025 for a dress with a ship date of March 18, 2025. Without communication or warning, the ship date was abruptly changed to March 31, 2025. I attempted to reach out to the company for a refund in the form of the original payment method. Their customer service representative told me that was not possible. On March 31, 2025, once again without warning or communication, the ship date was changed to April 8, 2025. I have not received the product I purchased and I have been deceived multiple times by shipping dates that erratically and unpredictably change by the company. They are refusing to refund me my money.Business Response
Date: 04/01/2025
Please note that the estimated ship date posted on the website is not 100% accurate, it can be shipped at a later date depending on the stocks arriving in our warehouse.
This policy about canceling a pre order item is indicated in our refund/return policy. Once you place your order, we expect that you've read our terms and conditions.
We also indicate the word "estimate" since there are times that stocks arrives days after the date shown on the website. We can still cancel however, we can only issue a store credit.Customer Answer
Date: 04/01/2025
Complaint: 23146289
I am rejecting this response because you failed to deliver this product in a timely manner with bait-and-switch shipping dates without ANY communication. As the date has now changed twice, there is no consistency or proof of timeline when I will actually receive it.
Sincerely,
********* *********Business Response
Date: 04/01/2025
Customer placed an order for a pre-order item, the estimated ship date provided on our website is based on the latest information we receive about incoming stock. However, this date is not always 100% accurate as it can change depending on unforeseen delays in the arrival of our inventory at the warehouse. Should the customer want to change the dress in her order she may do so or if she wants to cancel, we do not issue refunds but we will issue a store credit as stated at our Store Policy. *********************************************************
If an item is pre-order the estimated ship date is indicated on our website. Estimated ship date is not 100% accurate as it may change due to production and shipping delays. We indicate the word "estimate" since there are times that stocks arrives after the date shown on the website.
While we strive to ensure that all orders are processed within the expected timeframe, unfortunately, there can be unforeseen delays that affects processing, such as production volumes, unexpected high demand for our products or at times logistical issues, which can unfortunately affect delivery times.
We understand that the customer would like to get a refund. However, our policy only covers cancellations for a store credit. Other option we can also offer is change the dress to the ones that is readily available
Customer Answer
Date: 04/02/2025
Complaint: 23146289
I appreciate your response, but I still feel deceived by the way this transaction was handled. While I understand that delays can happen, your company provided an estimated shipping date, which I relied upon when placing my order. If that estimate was subject to indefinite delays, this should have been made clearer upfront.
Additionally, while your store policy states that refunds are not issued, consumer protection laws exist to prevent unfair business practices. I placed an order expecting to receive the product within a reasonable timeframe, yet the ongoing delays make it clear that the item was not actually available as advertised. A store credit is not an acceptable resolution when I no longer have confidence in your business delivering the product as promised.
I respectfully request a full refund. If this cannot be resolved directly, I will escalate my complaint through the appropriate consumer protection agencies and payment dispute channels. I hope we can reach a fair resolution.
Sincerely,
********* *********Initial Complaint
Date:03/21/2025
Type:Order IssuesStatus: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.
I placed order #***** on March 15th for the Black Boucle ************************ in Size XL and received it on March 20th. The size chat claims that a size XL fits a size 12 with a bust size of ***** inches. The dress was nowhere near fitting me, being 5-7 inches smaller around the bust than what the size chart claims the bust size should be ***** for size XL, and I measured 35 inches, which is not the product I ordered. Looking at the size chat, the next size up, an XXL, in only 1-2 more inches larger, and given that the store is deceiving with the size chart, I cannot trust that any of the garments will fit me as I am a size 12. I requested a refund and was denied, being offered store credit several times after explaining my situation (see attachments).Business Response
Date: 03/24/2025
Please note that we are unable to issue a refund to your original payment method. Based on our shipping and returns policy, all orders returned will be for a store credit/size exchanges only.
*********************************************************Once a customer places an order on our website, we expect that they have read and accepted our terms and conditions.
Customer Answer
Date: 03/24/2025
Complaint: 23100688
I am rejecting this response because:I did not receive the product I ordered due to the size discrepancy. The size chart this business claims to abide by is inaccurate as the actual bust of the dress is 7 inches smaller than what the size chart claims it is. None of the clothing will fit me based on this information I had to found out after receiving the product which makes the store credit virtually useless. They have not addressed this at all, and have only offered store credit. This is a scam and they are deceiving customers. I need a refund immediately.
Sincerely,
******* *******Business Response
Date: 03/24/2025
If there is a size discrepancy, she cab return it for a store credit or exchange it for a different size, These are all stated in our store policy.Customer Answer
Date: 03/28/2025
Complaint: 23100688
I am rejecting this response because:
Your dresses are 7 inches smaller around the bust than what your size chart claims, and your next size up which is the maximum size is only one more inch larger. I cant exchange for a larger size.Sincerely,
******* *******Initial Complaint
Date:02/19/2025
Type:Delivery IssuesStatus: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.
On January 14, 2025 I ordered the Red Strapless Sheen Corset Minidress. Its been 5 weeks and I haven't received the dress or any response to my numerous inquiries. No shipping updates have been sent out and my credit card has been charged. At this point I am considering filing theft charges on the company!Business Response
Date: 03/17/2025
Based on *** tracking, her package was Delivered On
Monday, March 03 at 4:26 P.M. Here's the tracking link:****************************************************************************************************************
Initial Complaint
Date:01/28/2025
Type:Product IssuesStatus: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.
12Jan25. Item was available for pre-order with a ship date of 22Jan25 12Jan24. Order was placed and confirmed 17Jan25. Item showed available online 26Jan25. Sent an email follow up request on confirmed order 27Jan25. ******* at Heiress replied stating that the item was sold out, will not restock and I would get store credit.27Jan25 requested a refund as exchange/store credit does not support this transactionBusiness Response
Date: 01/29/2025
I have refunded the order back to the original form of payment. The credit will post in 3 to 5 business days.Initial Complaint
Date:01/01/2025
Type:Customer Service IssuesStatus: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 2 dresses on November 21st that were pre-order items scheduled to be shipped December 19th. I received 1 of the two dresses I purchased. I have emailed customer service multiple times inquiring about the other half of my order and have had zero response. As of today, January 1st, I have neither received my purchase nor gotten response from company regarding my order. Terrible customer service.Business Response
Date: 01/16/2025
Customer placed an order for pre-order items. The estimated ship date provided on our website is based on the latest information we receive about incoming stock. However, this date is not always 100% accurate as it can change depending on the stocks produced or unforeseen delays in the arrival of our inventory at the warehouse.
We also checked her order 65307 and both dresses in the order was delivered.
Red strapless sheen corset mini dress
Monday, December 9, 2024Nude strapless sequin corset mini dress
Monday, January 6, 2025We have attached the tracking details for each order. Order is completed.
Initial Complaint
Date:12/30/2024
Type:Product IssuesStatus: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 a dress in the beginning of December and two weeks later emailed the company and asked what was taking so long to which they claimed I preordered a dress which I did not and that it wouldnt be shipped out until January 10th so I immediately asked for a refund because the dresses that are labeled preorder are the ones I didnt have interest in since I needed the dress by Christmas and they promised 3-5 day shipping and now theyre ignoring my messages saying that they have a high volume of customers but I asked for my refund the Friday before and got ignored and they are refusing to respond and I just want my refund.Business Response
Date: 01/03/2025
Hi,
The order has been canceled and the customer has been fully refunded back to her original form of payment. Thank you
Customer Answer
Date: 01/21/2025
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 but I wouldnt order from company again seeing how this is a common issue with their customers.
Sincerely,
****** ******Initial Complaint
Date:12/16/2024
Type:Service or Repair IssuesStatus: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 reacted out the Heiress Beverly Hills concerning a dress that totaled $254 on November 18. I opened my dress out the package, still has the protective rope on it and it has a defective zipper. I reached out the them letting them know Ill send the dress back for a refund since the dress zipper is defective. They told me the do not do refunds even though this it not my fault. Please do not shop at this store!Business Response
Date: 01/03/2025
We'd be happy to ship her a replacement or issue a store credit if she received a damaged dress. Our store policy doesn't offer refunds back to the original form of payment, Once she orders from us, we expect that she accepts our terms and conditions.Initial Complaint
Date:11/28/2024
Type:Delivery IssuesStatus: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 the mini black sheen corset dress from heiress beverly on 11/18. At the time they stated the estimated ship date was 11/15. I ordered this dress hoping to wear it for my bday. Since 11/21 the status stated it was awaiting pick up from the carrier to deliver. I reached out to Heiress today and they are now saying the shipping will be delayed until 12/6. They also stated I could get another dress but I have zero trust in this company especially since the same dress now says an estimated ship date of 11/26. I would like a full refund and for my order to be cancelled. They should have reached out and said the order would be delayed or at least not put the status to awaiting carrier pickupBusiness Response
Date: 12/13/2024
Customer placed an order for a pre-order. The estimated ship date provided on our website is based on the latest information we receive about incoming stock. However, this date is not always 100% accurate as it can change depending on unforeseen delays in the arrival of our inventory at the warehouse. Customer was offered a solution to her concern based on out Store Policy. She was given an option to change the dress to another one that is readily available or be issued a full store credit. Customer did not respond to the email sent by our representative. She then filed a chargeback regarding her order and this a complaint to your good office. Our Store Policy is posted on our website available for all customers to see prior to making a purchase. For Returns or Order Cancellation, we offer exchanges (for returns) or store credit. -
*********************************************************Customer Answer
Date: 12/16/2024
Complaint: 22616896
I am rejecting this response because:
This company failed to notify me of a delay and then provided inaccurate dates on their website. First November 15, then the 26th of November but via email it was December. The company is inconsistent and I dont trust that if I order a different outfit it would come. I will not be ordering from them again.Sincerely,
Kasandre Danger-ekahBusiness Response
Date: 12/16/2024
We do apologize but for order cancellations, we only offer store credit.Customer Answer
Date: 12/17/2024
Complaint: 22616896
I am rejecting this response because: I will not be ordering again from Heiress so a store credit will do nothing for me.
Sincerely,
Kasandre Danger-ekahInitial Complaint
Date:08/20/2024
Type:Service or Repair IssuesStatus: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.
On August 14, 2024 I placed an order with this company for one dress totaling 242$. The website stated there was one left in my size and I would receive it in 3-5 business days. After almost a week, there was no movement and I emailed the company via their website contact us button to figure out when my item was going to move. Even though my tracking number stated (as shown in photos) that my order was packed, labeled, ready to ship, and awaiting carrier pickup, the company said I would be waiting two more weeks for my item because it was a preorder item according to them. I showed them screenshots of my order, letting them know that no where on their website said the item was preorder only at the time of purchase. They apologized and only offered store credit. I do not desire to purchase anything from this company. It is a scam and false advertising. I want my money back in full.Business Response
Date: 08/20/2024
We have already reached out to the customer and refunded her order.Customer Answer
Date: 08/20/2024
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,
*********************************Initial Complaint
Date:02/27/2024
Type:Product IssuesStatus: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 on December 29, 2023, for a dress for Senior night for my daughter on January 6, 2024. I paid $48 in next-day shipping and the dress was supposed to be delivered on Jan 1, 2024. The delivery date remained the same on the Shop app the dress was not delivered until Jan 17, 2024. By this time, I had bought a replacement dress from ****** ****** for my daughter to have a dress for the event. I reached out to the company to resolve the issue to no avail, however, today I received a message stating that the dress was unavailable when I purchased it and could be returned but for a store credit only. I feel as if the company did not hold up its end of the deal and ship as indicated by my payment method, nor did the company state the dress was unavailable at the time of my purchase. With this being said I deserve my full refund in USD and not a store credit to shop with these internet thieves again. I do not do business with thieves.Business Response
Date: 02/27/2024
Customer ordered a pre-order item and chose overnight shipping. For pre-order items, it takes sometime for it to be delivered and it is stated on our store policy: *********************************************************. Customer expressed her intention to return the item and was given a one time courtesy to do so even if it is already over 14 days from receiving the item however, she did not return it. With her recent customer service interaction, she was provided a refund for the shipping. She also had filed a chargeback stating she did not receive the item when she actually did.
As a small business, we truly value each customer and their feedback as this helps us improve our products. We try as much as possible to accommodate customer request such as what the customer has requested to ensure customer satisfaction.
Business Response
Date: 02/28/2024
Customer ordered a pre-order item and chose overnight shipping. For pre-order items, it takes sometime for it to be delivered and it is stated on our store policy: *********************************************************. Customer expressed her intention to return the item and was given a one time courtesy to do so even if it is already over 14 days from receiving the item however, she did not return it. With her recent customer service interaction, she was provided a refund for the shipping. She also had filed a chargeback stating she did not receive the item when she actually did.
As a small business, we truly value each customer and their feedback as this helps us improve our products. We try as much as possible to accommodate customer request such as what the customer has requested to ensure customer satisfaction.
Customer Answer
Date: 02/28/2024
Complaint: 21354946
I am rejecting this response because:
The series of events happened before Heiress reached out to me 2/27, I have provided photos for evidence . An overnight shipping refund was acknowledged yesterday 2/27, the order date was 12/29, the chargeback request was submitted 1/9, and the delivery date was 1/17. Additionally, I made the second dress purchase on 1/4 two days before the event. As I stated in my email to the company the dress is unused and unneeded and I will ship it off immediately but not for a store credit, this is not a credible company. And to reiderate, the dress was for a specific occasion that has come and gone, and the arriving time was more than 2 weeks after the date. And there was no mention at the time of purchase that the item was on back order or it wouldnt have been purchased.
Sincerely,
*************************Business Response
Date: 02/28/2024
We understand that the customer would like to get a refund. However, our policy only covers returns for either a store credit or exchange. You can check this information on our Return Policy page: *********************************************************. Customer already submitted a chargeback and a return of the item, we have to wait for the resolution of the chargeback and the return of the item for a refund to be processed.
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