ComplaintsforADDICT
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have ordered online from this business, my order number is #***** purchased on 13/July/2023.Amount of order is ***** AED (****** USD).They asked me to provide updated address because it shows as invalid with the courier. I have given them an updated address but the issue was not yet resolved. I have waited for over a week and there was no progress made at all, I have asked them to cancel the order and refund me if they can't ship the order, there are no response from their side at all. My order is not processed and I'm not getting refunded. I kept sending emails and messages but they are not communicating back.Business response
08/23/2023
Hello ********,
Thank you for bringing this matter to my attention. I understand that there has been an issue with order #***** from a customer in ******************** . I'd like to address the situation and provide a suitable response to the BBB to help resolve the complaint.
I apologize for any inconvenience that the customer experienced with their order. Here's a summary of the events as they unfolded:
1. The customer placed an order for 2 pairs of shoes on our website and provided an address for shipping. However, the shipping address provided by the customer was invalid.
2. We promptly contacted the customer to inform them about the invalid address and requested an updated, valid shipping address in English. This step was necessary to ensure that delivery could be successfully completed through *** or DHL.
3. Despite our efforts to communicate with the customer, the provided address in the subsequent response was still invalid and could not be used for shipping purposes.
4. We proceeded to seek assistance from *** and DHL to resolve the issue with the shipping address. Unfortunately, this process took longer than anticipated, causing frustration for the customer.
5. In light of the delays and difficulties faced, the customer requested a full refund. We promptly processed the refund to the customer in a timely manner to address their concerns.
6. Subsequently, it appears that the customer expressed their dissatisfaction by leaving negative reviews on various online platforms, including ****** Reviews, Yelp, and the BBB.
We deeply regret the inconvenience caused to the customer due to the address issue and subsequent delays. We strive to provide excellent service and a seamless shopping experience for all our customers, and we are truly sorry that we fell short in this instance.
Moving forward, we will take steps to improve our communication process, streamline address verification procedures, and ensure that similar issues are addressed more promptly in the future.
We would like to express our willingness to resolve this matter with the customer. If the customer is open to it, we are more than willing to discuss a possible resolution and work towards a positive outcome. Please let us know if there is a specific way we can reach out to the customer to initiate this dialogue.
Thank you for bringing this complaint to our attention, and we appreciate the opportunity to address the situation and improve our processes.
Sincerely,
*******************
Co-OwnerADDICTAddictmiami.com
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
9700 Collins Ave Ste 219
Indian Creek Village, FL 33154-2217
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.