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:05/07/2025

  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.

  On 4/28/25 I placed an order with Venus Co. I have three complaints: 1. As of today, 5/07/25, *** has not received the package. Yesterday I called Venus, and they blamed it on *** not updating their website. This is highly unlikely, as I received confirmation from them on a different package, different company. 10 days and they haven't even shipped it yet!! 2. They charged the wrong card! I checked the credit card with cash back, and they charged the other one. 3. Cannot access my credit card information now so as to delete these cards from their website.

  Business Response

  Date: 05/08/2025

  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to respond to Ms. ******* regarding her recent experience with VENUS.

  On April 28, 2025, the customer placed an order through our website and later raised three concerns: a delay in shipping, an incorrect card being charged, and difficulty accessing and managing saved payment methods online.
  Upon review, we confirmed that the order had been processed; however, there was a delay in movement and tracking updates due to ongoing nationwide shipping delays impacting many companies and customers. In addition, a surge in sales volume during that time contributed to the fulfillment delay on our end. We understand how frustrating this experience can be and sincerely apologized to the customer during our conversation.

  Regarding the billing concern, the customer noted that the charge was applied to a different card than intended. We clarified that VENUS does not retain or modify customer payment information, as all payments are securely processed by the customer, and we did find that she utilized her Shop Pay account. We assisted her in accessing her Shop Pay account to update her payment preferences accordingly.

  To help make up for the inconvenience, we applied a 25% discount to the delayed order and issued a $25 VENUS gift card. We also provided the customer with direct contact information to one of our support team leads, including office hours and extension, should she need further assistance.

  The customer acknowledged understanding of the situation and the steps taken, and we believe the matter has been resolved to her satisfaction.
  Thank you for your attention.

  Best regards,
  Venus Customer Care Team

• Initial Complaint

  Date:03/13/2025

  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 called into Venus and they stated I'd get a refund if I provided proof of my complaint via email, so I did. Below is the email. It also had attachments showing the discount code with the price I thought I was to be charged plus another printscreen showing it was captured minutes before my order took place. See attached. Email: Hello, my name is ***** ********* I click through a recent email with a certain discount code but on some page I found ********** and applied that code, which took of the 1st but applied a bigger discount, so I used it. After I checked out I realized it didn't use this code and I got charged a higher amount. It just so happens I printscreened a jumper I put in my cart bc I was gonna show it to a friend of mine, that also shows what I say it true... the code from your site and it active showing the discount... and no error. Please see attached. I was gonna wear these in social media posts for my company but not happy this happened. I'd like a refund for the difference. ..... I was told this code expired and thry can't honor it, yet I got it directly from their website minutes before I was to checkout. If no resolution here I will report to the AG as this wasn't my fault and the price changing upon billing isn't right. Nor should any reputable company be so stubborn about a mistake that was clearly on their end.

  Business Response

  Date: 03/13/2025

  We appreciate the opportunity to assist Ms. ******** with her recent experience with our company. Delivering exceptional customer service is our top priority, and we sincerely value her feedback.
  Ms. ******** reached out regarding the ********** discount code, and the difference in pricing from the LOOKSFORLESS code she used. We apologize for any confusion or inconvenience this may have caused. Upon reviewing her purchase, we have taken immediate action to rectify the situation. We will be refunding Ms. ******** the difference between the ********** price and the price she received using the LOOKSFORLESS code. The customer was satisfied with the resolution.

  Once again, we apologize for any inconvenience Ms. ******** has experienced. We value her as a customer and appreciate her patience as we work to address her concerns.
  Thanks again for allowing us to look into Ms. ********’s concerns.

• Initial Complaint

  Date:02/18/2025

  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.

  I placed an order. Within two days, and before I received the items, they were advertised for $22.47 cheaper. I contacted the company. They refused to do a price adjustment. I did some Googling and found that they were advertising a price adjustment could be made within 14 days. Thus, refusing my request was not aligned with their advertising.

  Business Response

  Date: 02/25/2025

  We are writing in response to the concern submitted by ****** **** regarding her recent experience with Venus. We take customer feedback seriously and appreciate the opportunity to address her concern.

  Ms. **** referenced an issue regarding the pricing of the Jacquard Blazer-10 Navy Combo and provided information from a ******* FAQ. We would like to clarify that external websites may not always reflect the most up-to-date information, and we encourage customers to rely on the Venus website for the most accurate and current pricing, promotions, and policies.
  Regarding her concern about the price difference, we want to explain that we honor sale prices within 14 days from the ship date. Additionally, while we do not stack promotions, we offer price adjustments within 24 hours of purchase for promotional price differences.

  To resolve Ms. ****** concern, we attempted to reach her via phone but were unable to connect. As this was our final attempt to get in touch, we reached out via email with no response and moved forward with issuing a $25 refund to her original payment method for the price difference. Additionally, we have provided her with a $10 gift card as a gesture of goodwill, which will expire in 90 days.

  We’ve also informed our internal team to investigate the handling of her pricing inquiry and ensure that future inquiries are addressed appropriately and in a timely manner.

  Please let us know if you need any additional information.

  Thank you for your attention.
  Best regards,
  Venus Customer Care Team

• Initial Complaint

  Date:02/14/2025

  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.

  I have been buying clothes from Venus for over 20 years. Recently their quality has gone down. I bought a sweater dress, after wearing it twice the right sleeve completely unraveled from the dress. I called Venus and all I got was it’s not our policy to accept responsibility for poor quality, this must be your fault. This dress was $50! BUYER BEWARE! They quality is in the toilet and they don’t care.

  Business Response

  Date: 02/18/2025

  Thank you for bringing ***** ****** concern to our attention. We truly value customer feedback and are grateful for the opportunity to address her experience.

  We acknowledge Ms. *****' long-standing loyalty as a customer and are truly sorry to hear about her dissatisfaction with the quality of item **************. In response to her concerns, we have shared her feedback with our Quality Assurance team for further review.

  When speaking with Ms. *****, we informed her of our 30-day return policy, which had changed since her last return or exchange with us, as this order was over 90 days old. However, as a courtesy and in recognition of her experience, we made an exception to the policy to accommodate her request and have issued her a full refund for **************.

  Please let us know if you need any further information regarding this matter.

  Thank you for your attention.

  Best regards,
  Venus Customer Care Team

  Customer Answer

  Date: 02/25/2025

  Yes, they contacted me and are now agreeing to refund the full amount. 

   

  Thank you 

   

  ***** *****

• Initial Complaint

  Date:01/31/2025

  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.

  I placed my first order with Venus for some swimsuits the tankini's shown on the web page show top and bottom for all suits. There is no statement of "TOP ONLY" and some even say "set"- which should mean top and bottom. I was quite surprised when my order arrived with only tops. What a Bait and Switch this company does to it's customers. the price I agreed to pay was for what I thought was a top and bottom. When I contacted customer service I was told no top Only- When I asked why the set was shown or stated I was told No-"Top" only. If they want to sell top only the description of the item should reflect the truth for ... (See attached for the rest of the complaint information)

  Business Response

  Date: 02/05/2025

  Thank you for bringing Ms. ********* concerns to our attention. We sincerely apologize for the misunderstanding and appreciate the opportunity to address her feedback.

  After reviewing her order and the details of her interaction with customer service, we acknowledge that there were coaching opportunities regarding how our agent responded to her concerns, particularly in showing empathy and offering appropriate resolutions. We have addressed this internally to ensure a better experience for future interactions.

  We understand Ms. ********* concerns regarding the swimwear descriptions. We assure you that there is no intention of engaging in any bait-and-switch tactics. Our product listings are designed to give customers the flexibility to mix and match swimwear styles. For example, item ****** is labeled as "Athens Tankini" and includes a "Buy it with" section to suggest matching bottoms. We appreciate her feedback and have shared it with the appropriate team to explore ways to make product descriptions clearer and more user-friendly.

  After our attempt to contact her on January 31, Ms. ******* returned our call on February 4 and spoke with one of our customer service experts, who clarified the situation and assured her that we are reviewing the description concerns. While Ms. ******* appreciated the follow-up, she expressed that she would not shop with us again unless changes to the product descriptions were made.

  We have refunded the $8.95 return fee to her original method of payment as a gesture of goodwill.

  We value Ms. ******* as a customer and are committed to continuous improvement to ensure a better experience for all our shoppers.
  

  
  

• Initial Complaint

  Date:01/30/2025

  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 an 2 items back in september that totaled 135.00. One of the items I returned was originally on the website for $69.99. When I checked my transaction statements I saw that they only refunded me 32.00 on that returned item. I called the number and spoke to a woman named ***** who put me on "hold" to speak to the online credit department. I was on hold for 10 minutes and they hung up. I called back again and spoke to ***** and she said she would stay on the line with me until the other department picked up. She stayed on then hung up on me. I called a third time and told her that this is ridiculous. I was only given a less than 50% refund on my account and she had me hold again and again she hung up. I've been purchasing from venus for years but it stops today. They are cancelling all credit cards and will not get a drop of money from me again. I just wanted to know why was my refund so small and ***** kept hanging up!! Ridiculous and I honestly think its ***** financial who is the one back charging incorrectly. Shame on Venus and ***** Financial.

  Customer Answer

  Date: 01/30/2025

  My address is **** ***** ******* *** **** ************* ************ ******

  I was required in the email to provide my address.

  Business Response

  Date: 02/06/2025

  We appreciate the opportunity to address Ms. ******** ******* concerns regarding her recent experience with Venus and her return refund.

  First and foremost, we sincerely apologize for the frustration she encountered and any inconvenience caused during her attempts to seek assistance. We value Ms. ******* loyalty as a long-time customer and are disappointed to hear of her dissatisfaction.

  Upon investigation, we found that Ms. ***** may have interacted with a representative from ***** Financial, which handles our private label credit card. We have shared her feedback with them to ensure they review and address her concerns appropriately.

  After reviewing her refund inquiry and speaking with her directly, we were able to clarify the breakdown of her refund, which aligned with the promotional offer applied to her order. Once we explained how the charges and returns were calculated, Ms. ***** was understanding and appreciated the explanation.

  While we confirmed that everything was processed correctly, as a courtesy, we refunded the $8.95 return fee (reference **********) to ensure her satisfaction.

  Ms. ***** was pleasant and understanding during our conversation, and we're happy to have resolved her concerns. We value her loyalty and look forward to continuing to serve her.

• Initial Complaint

  Date:01/16/2025

  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 made a purchase with Venus today 1/15/25 for a few items that were out of stock during the holidays last year in December 2024. I received a notification that the items were back in stock and that was even the reason for me even visiting the site. The order total was $139.98 which i usually had the option of even doing payments in increments. However that was not the case. While checking my email for my order confirmation I noticed an email that Venus apparently sent me a few days ago which was for Members only to receive 30% off your order along with free shipping over $75 which i did receive. I contacted Venus customer service to see if there were anyway I could use my offer code whether to cancel the order or place a new . Only to get poor service and being told that code expired last year December 30 2024. I told the rep no I just received this could 7 days ago which was 1/8/25 . Rep was not helpful only to tell me that he apparently sent my request to some dept to handle within 24-48 hours from I told him I wanted to resolve before item was shipped of course nothing. I then asked for a manager who himself was no better worse never tried to help with issue. I told him please cancel my order only to hear he can't. I was so disappointed with Venus having first issue with them and being a long existing customer. Even so he told me maybe I received my offer email late or something are you serious. He doesn't even recall any ******* ***** more less theirs expires within 24 hours which never specifics on the email or anything. How am I supposed to know this? I even told the so called manager I can send you a screenshot shot of what you sent me . He didn't care.I Then decided to call and speak to another rep only seems like Venus does not value their customers or satisfaction in anyway. The fact that my card was charged $139.98 when they could've simply helped is sad. I don't think I will ever order from again. I have attached the coupon below the description

  Business Response

  Date: 01/22/2025

  We appreciate the opportunity to address Ms. ******** concerns regarding her recent experience with our company.

  We want to confirm that we have reached out to the customer, ******* ******* to address her concerns regarding her recent order with Venus. After reviewing her case, we clarified that the promotion she referenced, "*******," was valid at the time of her inquiry. While the email she sent to us did not include the full details typically displayed at the bottom of the email, we were able to verify the promotion and issued a refund on 1/20/25 to honor it.

  In addition to resolving the issue with her order (Order #*******1), we also sent Ms. ****** a $25 Venus gift card as a gesture of goodwill. This demonstrates our commitment to addressing her concerns and ensuring a better experience moving forward.

  We remain dedicated to resolving this matter and ensuring customer satisfaction. Should Ms. ****** require any further assistance, we are more than happy to provide support.

  Thank you again for allowing us to address Ms. ******’s concerns, and please let us know if there is anything else we can provide to assist with this inquiry.

  
  

• Initial Complaint

  Date:01/03/2025

  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 bought a shirt from Venus Clothing. The shirt was $20 then add on tax and shipping came to $30. After trying it on I can tell it doesn't look right on me so I decided to ask for a refund. Venus wants to charge me $8.99 for a refund fee and then $1.95 for tax. After, the tax and shipping fee that I already paid when I bought the shirt I am left with a refund of $12.99, but that is before taking the shirt to the *** store. I would have to take the shirt to the *** store, which is 25 miles away from my house. So I would have use my gas money reducing the $12.99 refund amount to return the shirt. This is first time buying from Venus clothing and it left a bad taste in my mouth to order from them again.

  Business Response

  Date: 01/07/2025

  We appreciate the opportunity to address Ms. ******** concerns regarding her recent experience with our company.

  We want to confirm that we have reached out to the customer, ****** ******, to address her concerns regarding her first purchase with Venus. We attempted to contact her twice by phone before following up with an email to ensure her concerns were acknowledged and addressed promptly.

  In our correspondence, we clarified the details of our return policy and informed ****** that we would waive the $8.95 return fee as a one-time courtesy if she chooses to proceed with a refund instead of an exchange. Additionally, we have already issued a refund for the initial shipping fee.

  We remain committed to resolving this matter and ensuring a satisfactory outcome for the customer. Should ****** require further assistance, we are happy to support her.

  Thanks again for allowing us to look into Ms. ******** concerns and please let us know if there is anything else we can provide to assist with this inquiry.

  
  

• Initial Complaint

  Date:11/25/2024

  Type:Billing 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.

  Venus charged me ****** twice. Once on the 17th of November and once on the 19th of November. They are refusing to credit my account for ******. They also haven't even shipped my items out yet and it's been 10 days but that is a separate issue. I want my account credited now.

  Business Response

  Date: 11/26/2024

  Thank you for bringing Ms. ****** concerns to our attention. We sincerely apologize for any inconvenience she has experienced and appreciate the opportunity to clarify the matter.
  
  After reviewing Ms. ****** account, we confirmed that a pending charge of $174.39 was applied to her Venus Credit Card at the time her order (W1697241) was placed on Sunday, November 17, 2024. When the order was processed for shipment on Tuesday, November 19, 2024, the pending charge was finalized. We can confirm only one charge was applied for this order.  If *************** statement reflects otherwise, we encourage her to contact *************** directly for clarification of the charges applied.
  
  In regards to the arrival of the package, the order shipped on November 19, 2024, and packages typically arrive within 710 business days. However, we see the carrier has not updated the tracking information since shipment. If the package does not arrive by December 3, 2024,we will gladly issue a full refund and assist Ms. **** with placing a new order if she wishes.
  
  Additionally, we attempted to reach Ms. **** by phone to review these concerns directly. If she would like to discuss the matter further, we encourage her to contact us at her earliest convenience, and we will be more than happy to assist her.

  We value Ms. **** as a customer and are committed to resolving this matter promptly. Thank you again for bringing Ms.***** ******** to our attention.

  
  

  Customer Answer

  Date: 11/28/2024

  After yet another phone call they credited my account for the additional charge. It's now resolved 

• Initial Complaint

  Date:10/09/2024

  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 skirt from Venus and they automatically sent it to a nephew in *****. I cannot fathom where they got that address because anything I would order from this company would come directly to me in CRANBERRY Twp of ************ when I called the **************** *** on Tuesday, October 8 at approximately 7:50 PM. He told me there is nothing they could do yet. I only ordered it 20 minutes prior and it was going to my nephews old home in ***** when I asked if it could be stopped or switched and changed back to me. He said there was nothing they could do. It was too bad. It was my browser And I need this issue rectified immediately

  Business Response

  Date: 10/14/2024

  We appreciate the opportunity to address ************** concerns regarding her recent experience with our company.Providing an excellent customer experience is the top priority for our company,and we truly appreciate Ms. *********** feedback.

  
  Upon receiving the concerns, we contacted ****** *********** directly to address the issue regarding an order that was mistakenly shipped to a default address. It appears that the address is associated with her account, which looks like it may be under the name of her nephew. This may have contributed to the confusion, especially since her email address is linked to that account.

  
  We explained that once an order is placed, unfortunately, no changes can be made due to our systems quick processing. To rectify the situation, we processed a full refund for the skirt and offered a $50 gift card as an apology for the inconvenience. We appreciate the opportunity to resolve this matter and ensure customer satisfaction.

  
  Thanks again for allowing us to look into Ms. ************ concerns.

  Customer Answer

  Date: 10/21/2024

  Venus finally refunded my money and gave me a $50 gift card

  Thank you