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:02/12/2024

  Type:Customer Service 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.

  On February 4, **** I ordered a black faux fur bolero for $150 4 days went by and there was no movement on shipping confirmation so I proceeded to contact the customer service department on February 8, ********************************************************************************************* options on other sizes because the one I ordered was out of stock I chose another size and paid for expedited shipping on top of that which was $20 Only for me to still not have the product and when I checked the tracking, its sitting in the same spot for the last five days I emailed them asking for a full refund. They offered me $30 in store credit for the inconvenience, which would not suffice they have since stop communicating with me, and I still dont have the item.

  Business Response

  Date: 02/13/2024

  We have refunded his order back to the original form of payment.

  Customer Answer

  Date: 02/13/2024

   
  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:02/07/2024

  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 a dress from Heiress Beverly Hills. I received the dress and it was way too small. I needed to order a new size, but the dress is out of stock and won't be replenished. They will only let me get a store credit, but the dress is not available, which is not my issue! They are out of the dress, otherwise I would do an exchange. I need a full refund!

  Business Response

  Date: 02/09/2024

   

  Please note that we are unable to issue a refund to your original payment method. Based on our shipping and returns policy, all orders canceled/returned will be for a store credit/exchanges only.
  *********************************************************

  We have a consistent policy of offering store credits in lieu of refunds, and unfortunately, we are unable to make exceptions to this policy.

• Initial Complaint

  Date:01/19/2024

  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 bought more than a few items on sale and after one month, this seller and after one month they did not send any items. The shipment was promised to be delivered from 3-5 business days guarantee. So the fact it had not arrived after a month, something was not right. After the initial email I sent after one month, a few days later they have only sent a partial shipment. They were missing more than 1/2 the items! Things got busy around the holidays and it wasn't till about 2 months later when I inquired about the other missing items. It took the seller a few days to respond. I just wanted my things, to my surprise I received a more than informal response back.The seller would not ***** the Black Friday sale and told me the items were sold out even thought the items were still on sale in my size to date! I have not received any money back yet. I would only receive a message back every 2 to 3 day with a more than meaningless responses. The emails stated that I just wanted the items I bought and an I time estimate. I feel cheated on the Black Friday sale and was counting on the dresses for my holiday social events. Honestly, want to start a law suite because I have always been a loyal costumer. I had expressed in several emails that I just want what I bought. They still continue to selll the items I got on discount for higher price and that infuriates me.

  Business Response

  Date: 01/23/2024

  We understand that you were expecting to receive all of the items that you ordered, and we are sorry that we were unable to fulfill your order completely.
  
  We have refunded the cost of the three sold-out items that you mentioned in your complaint.

  We hope that this resolution is satisfactory to you.

  Business Response

  Date: 01/23/2024

  We understand that you were expecting to receive all of the items that you ordered, and we are sorry that we were unable to fulfill your order completely.

  We have refunded the cost of the three sold-out items that you mentioned in your complaint. We hope that this resolution is satisfactory to you.

• Initial Complaint

  Date:01/13/2024

  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.

  I placed an order December 21 and it said my estimated ship time was the December 28. And yet the order has not been shipped. It still says unfulfilled and theres no way to actually track it when you go to track my order it just brings you up pictures. This dress was 178 DOLLARS for my birthday and I had to end up getting another one because it never came. Its now January 13 almost a whole month later. And *** tried communicating with the business through social media and emailing they just skip over my question. Its really shady. I really wish I wouldve looked at the reviews on here before placing my order with this company I would like to be refunded to my original payment method.

  Business Response

  Date: 01/17/2024

  The dress that he purchased is on pre order with an estimated ship date was extended to Jan 15th, which is stated on the website

   

  The order is now in transit.

• Initial Complaint

  Date:01/12/2024

  Type:Delivery 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 the dress December 9, 2023 Order #***** The time of the order, the dress was in stock and not for pre-order Paid ****** includes sales tax and shipping The order stated standard shipping 3-5 business days.Last status was 12/29/2023 "Shipment created. Now the "View Order Status" on their site is not working. I have contacted them thru their website "Contact Us" link 4 times, as well as forwarded my order confirmation to their customer service email address twice.I even left a comment on their *********** post of the dress I ordered, asking for a status. I have not received ANY response from the business.

  Business Response

  Date: 01/17/2024

  The dress that he purchased is on pre order with an estimated ship date of Jan 15th, which is stated on the website. The order is now in transit.

   

  Customer Answer

  Date: 01/17/2024

  I appreciate they now responded to my several order inquiries. Originally this order was not a pre-order item. However, it shows movement now. If possible, I would like to keep this complaint open until fulfillment.

  Customer Answer

  Date: 01/21/2024

   
  Better Business Bureau:
  

  Received my package. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  ******************************************************

• Initial Complaint

  Date:01/12/2024

  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.

  Purchased a dress from this store with expedited 1-2 business day shipping in order to receive my dress prior to the weekend for my birthday. This was January 9th. There was no indication of limited stock, pre-order, or anything pertaining to delayed shipment before I placed the order. I have still not received a shipping email or any tracking information. I have attempted to contact the business, the website does not indicate a phone number or email - only a message form. The dress I ordered was $230 and i additionally paid a hefty price for expedited shipping, which is expensive for this lack of communication or details regarding my order. I am extremely disappointed.

  Business Response

  Date: 01/16/2024

  The item in the order is a pre-order. Pre-order items are shipped as soon as stocks become available.

  The item was shipped express as what the customer paid.

  *************************************************************************************************;

• Initial Complaint

  Date:01/03/2024

  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.

  I purchased over $500 worth of clothing during black Friday. It is now January and I have not gotten any sign of shipment. In fact, when I e mailed them in December, they said it should be shipped out December 20th. Like I said, it is now January and I got nothing. NOTHING. I e mailed them again and this time, no response. I am being ignored. I WANT a full refund back on my original form of payment asap. This is ridiculous. Hands down the worst company I ever regretfully purchased from.

  Business Response

  Date: 01/16/2024

  The order has 4 items. The 2 items were shipped. Attached tracking details. Here is the tracking link

  ********************************************************************************************

  The other 2 items is on pre order as posted on the website.

   

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21091393
  
  I am rejecting this response because:

  This company is a scam. They take forever to respond. Literally days. I voiced my concerns and they never respond to me. I did not receive my package first of all and as for the second part of the order they speak of, haven't heard back either. This company never informs people that items are pre order. They tell you after the order was made. I want a refund. I am not paying a dime to this company. I will get an attorney as well if I have to. This is ridiculous. Notice how they didn't show the "pre order" date to the sweater? Yeah it was never disclosed to me until I reached out and asked what happened to my order. 
  
  Sincerely,
  
  Dasom *********

  Business Response

  Date: 01/18/2024

  The unfulfilled items have been in pre-shipment status. These items were a pre-order with an estimated ship date of January 30th.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21091393
  
  I am rejecting this response because:

  I was never told about the stupid pre shipment when I initially placed the order. How many times do I have to tell you people? I want a full refund. 
  
  Sincerely,
  
  Dasom *********

  Customer Answer

  Date: 01/20/2024

  I want to re open this case as this company never responds to me via email. I want a full refund. I've told them this a million times

• Initial Complaint

  Date:12/26/2023

  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 placed an order 12/1 with a ship date of 12/20. I have received zero updates from the supplier and the order tracker they sent me leads to a blank page. I have reached out multiple times via email and Instagram with no response. I was happy to wait until 12/20 with the two day shipping as it meant I would receive the item in time for the event I ordered it for. Now, I dont see any way that this could be resolved in time and cant even get a response from the company. I was reluctant to purchase from this company and now regret doing so as all of the reviews are entirely accurate. There seems to be no customer service department at all, yet they are happy to flood your email, texts and social media feed with advertising on two day shipping and new drops when the items are not in stock and it seems they have no actual inclination of when they might be. I am trying to avoid a stop payment but the complete silence from HBH regarding this matter is unacceptable. All of the influencers being paid to market this business should also be made aware of their practices, so not to advertise unreliable and overpriced businesses to their followers. I am trying everything to get a response and resolution.

  Business Response

  Date: 01/16/2024

  The item she purchased is on pre order and the estimated ship date shown on the website is January 15th.

  Our store policy covers store credits and exchanges if she cancels a pre order item, therefore this chargeback is invalid. 

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21057408
  
  I am rejecting this response because: I ordered the item with a ship date of 12/20. The business did not respond to me until the first of the year. The owner of the company also attempted to bribe me by offering me the purchase for free if I took down a review on TrustPilot, which I refused do to the unethical nature of the request (attached). I've received various emails from the company, none of which are on the same page. I also have an email from the company stating that they would be supplying my bank with the documentation for the chargeback 1/5. Seeing as it is 1/17 and there is still no sign of shipping, this response is completely invalid. 

  This company is a fraud and scamming buyers. I have seen tons of reviews and responses from others with the same problems. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/23/2024

  Firstly, we want to extend our sincerest apologies for the confusion and frustration you've experienced with your order. We understand how important it is for you to receive timely updates and responses from us.
  Regarding the discrepancy in ship dates, we acknowledge the misunderstanding and any inconvenience it may have caused. The estimated ship date for pre-ordered items, including yours scheduled for January 15th, was intended to provide clarity, but we realize this was not communicated effectively in your case.

  We value your feedback on our communication practices and are taking immediate steps to improve our customer service. This includes ensuring more timely updates for our customers and refining our response process.

  Concerning the offer made for the item, it was intended as a gesture of goodwill to address the inconvenience you've experienced. We regret if this came across differently and are committed to upholding the highest ethical standards in all our interactions. Our policy on store credits and exchanges for pre-order cancellations is designed to provide flexibility for our customers, though we understand this may not meet everyone's needs. Given the circumstances, we're more than willing to discuss alternative resolutions that would be more satisfactory to you.
  Thank you for bringing these issues to our attention. We're committed to learning from this experience and ensuring a better service for all our customers.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21057408
  
  I am rejecting this response because: Im still getting mixed communication from this business and they refuse to provide me proof of my chargeback. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/22/2023

  Type:Delivery 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 the dress for 1-2 day shipping and I have yet to receive the shipping number. They claim that the dress will be sent out after processing, but the money has processed on my card and is no longer pending. Today makes the 5th day and still no tracking number. My birthday is in a few days and I ordered the dress for it so if I cant wear I no longer need it. Their policy does not match their actual process. Also Ive been emailing them and no one even responds but they responded on instagram saying the dress might be sold out and being remade and can take up to 4-5 weeks possibly. Like huh? I just want my money back, such a waste !!!!

  Business Response

  Date: 01/16/2024

  The customer's item is a pre-order. 

  The order was cancelled and refunded.

  Customer Answer

  Date: 01/17/2024

   
  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:12/18/2023

  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 a dress from this company on Nov 17th 2023. The estimated ship date was Nov 24th. I accepted this because the date I need the dress is December 25th. Nov 24th comes and goes and I hear nothing. I reached out to the brand 2 times for an update and didnt receive a reply. I began writing on their ig. Of course they responded to that bc this brand is all about looking good on social media. They finally get back to my email saying that my dress is expected to ship Dec 20th. They make paying customers wait months for a dress which is absurd considering the price. A lot of runarounds from this company. They do not care about paying customers. I wouldnt shop here again or recommend this website to anyone. They arent reliable, they are sketchy, and unethical even though they claim they are. A ethical brand wouldnt take money from a customer and make them wait months for their dress. They continue to have drops of the very same dress I ordered but they arent fulfilling any preorders! Only shipping out dresses to influencers. I cant help but feel scammed by this company. Many people are complaining about not receiving their dresses on their sm accounts and they just delete them. Horrible company and horrible CS. Avoid this company at all costs, its not worth the headache.

  Business Response

  Date: 12/27/2023

  The dress that she purchased is on pre order and the estimated ship date is December 28th which is stated online.

  Customer Answer

  Date: 12/27/2023

   
  Complaint: 21026026
  
  I am rejecting this response because: The first estimated date was Nov 24th, then it changed to December 20th. Now theyre saying December 28th which is new to me. I never received a email that the ship date was pushed back a 3rd time. This is a waste of time. You have my money and I dont have the goods. I do not need the dress anymore. You can keep your dress and refund me. HBH said the dress was in the pre-shipment phase 2 weeks ago. The date I needed it for has passed. Case NOT RESOLVED. This company is obviously a scam. I shouldve did my research before shopping here. 
  
  Sincerely,
  
  Jan St ****

  Business Response

  Date: 01/16/2024

  The item she purchased is on pre order and the estimated ship date shown on the website is January 15. Our store policy covers store credits and exchanges if she cancels a pre order item.