ComplaintsforVenus Fashion, Inc

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5-15-24 Venus fashion charge me too unauthorized charges of a refund charge and shipping charge which they did not inform me of and I want a refund. This is fraud. It totals $11.90 and I wouldn't refunded immediately.

  Business response

  05/21/2024

  We appreciate the opportunity to address Ms. ********* 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.

  
  Ms. ******* expressed her concerns about the return of fees, and we apologize for any inconvenience or frustration she has experienced.
  Upon reviewing her account history, we discovered that the return fees ($6.95) and the shipping promotion fell below the amount to receive free shipping ($4.95). We have taken immediate action to rectify the situation. We have processed a refund to Ms. ********* credit card in the amount of $11.90.

  
  Once again, we apologize for any inconvenience or frustration Ms. ******* has experienced throughout this change. 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. ********* concerns.

  
  

  Customer response

  05/21/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . I was scarred on my legs for wearing a pair of their jeans. It hasn’t gone away for over a year now. I’ve gone to several dermatologist, doctors and aestheticians, and they said it looks like a chemical burn and it’s probably from the dye that they used on the fabric. When I first let Venus know they offered a free pair of jeans and I said no that is the problem. I cannot wear your jeans and asking them questions about it. They never called me back as they said, and then when I did call back, they said they are ceasing all communications, and that I should have a lawyer contact them and they’ll forward it to their legal team. They wouldn’t give me any names Phone numbers or emails and they said that I couldn’t prove that it was their jeans and they’ve never heard anyone complain about it before. I asked for the country of origin of the jeans and they could not provide me with that either and I know that is required by law to know where something is manufactured.. this is never happened to me either. I’ve never had something like this. That hasn’t gone away for over a year, but it happened from their jeans. I really dislike the way they handled this and said they were ceasing all communications so they are taking no responsibility for this and I have medical bills, doctors, bills, and medication’s that I’ve tried, and nothing is helping. I originally asked for an email that I could send pictures of my leg or any medical bills and doctors bills and they did not want to give me that information. They said they would call me back and they didn’t that’s why I called back today on March 13, 2024 and this is When I found out that they’re not even going to speak to me about it anymore

  Business response

  03/22/2024

   

   

  Thanks for forwarding Ms. ********** concern to us for review!

  
  We appreciate Ms. ******** sharing her concerns about the jeans she purchased from Venus. We take customer feedback seriously and strive to address any issues promptly and fairly. After carefully reviewing your claims, we'd like to provide a detailed response to each point raised. 

  Firstly, we regret to hear about any discomfort Ms. ******** may have experienced while wearing our jeans purchased on October *** ****. However, we must clarify that our products undergo rigorous quality control measures to ensure they meet industry standards and are safe for consumer use. Ms. ******** reached out to us for the first time 17 months after the purchase.  

  Regarding Ms. ********** claim about being scarred from wearing our jeans, we empathize with the situation. However, we must note that without documented evidence linking the fabric dye to her skin condition, it is challenging for us to establish causation. We have reviewed our records, including phone call recordings, and can confirm that we did attempt to reach out to her on two occasions to address her concerns. 

  Regarding the country of origin, this information is readily available on the tag of the jeans, which states "Made in China." Additionally, the composition of the fabric, including the percentages of cotton, polyester, and elastane, is clearly indicated. 

  We understand Ms. ********** request for compensation and coverage of medical bills. However, we must reiterate the importance of establishing a direct link between our jeans and her skin condition. Without sufficient evidence, and given the passage of time since she purchased the jeans and the possibility of intervening causes, it is challenging for us to fulfill this request. 

  It's worth noting that this is the first complaint of its kind that we've received regarding these specific jeans. Nonetheless, we take all feedback seriously and are committed to ensuring the satisfaction and well-being of our customers. 

  Customer response

  03/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I did not wear the jeans right away after I first purchased them and I did not think I would still be scarred after one year of wearing them only once. I kept thinking it would go away and it didn't. I've enclosed an article that explains the toxic chemicals and dyes that can be used in the manufacturing process. You may list the fabric materials but there is no mention of potential toxic dyes or chemicals that the fabric may have been sprayed with as well. I would like to know that but in China they don't go by our regulations or standards of safety

  . I would like to see the safety reports for the dyes or chemicals that were used in the processing of the jeans. How can I prove this if you were not there to see what happened? My mom was there as a witness if you want to subpoena her as a witness and I visited the doctor in January of 2023 with this problem and they gave me a cream which didn't work. I tried so many things and went to see 2 other dermatologists as well. It was definitely the jeans. I also have never had any reaction like this in my life to clothing. The jeans were toxic and dangerous and should be investigated.

  Regards,

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

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order Dec16. Looked like it went through but didn't get an email confirmation. Phoned them and they confirmed it didn't go through. So I placed it again. Same thing. Placed the order by phone and it went through. Then almost a week later I got an email the first two orders did go through. Phoned to cancel them. I got a refund but it was convoluted and I was worried I would have to pay for shipping back if the items arrived - fortunately I don't think they're coming. Then for the order I placed by phone it still hasn't shown up and it's been almost a month. Called to follow up twice and both times they assured it would arrive the next day. It didn't and I asked for a refund. They said they have processed a refund. Update Jan 14 - I am convinced this company is a scam. I received a partial refund, claiiming they can't refund import fees. In reality, Im certain goods never left their warehouse. When they provide ********** tracking it comes up as a **** site doesn't exist" I paid $348 and was refunded only $223. I am out *** $73 with absolutely no good to show for it

  Business response

  01/18/2024

  
  January 18, 2024
  
  We appreciate the opportunity to review Ms. ******* concerns.
  First of all, we deeply apologize for the customer experience Ms. ***** had with our company. This was Ms. ******* first order with us and we would like to assure her that this is not the experience we strive to provide. The unacceptable delay and lack of tracking visibility for her order was caused by a system communication issue between the transportation carrier and us. While we hoped for a much quicker resolution, the issues have since been resolved and the order will be delivered soon.
  In the meantime, we have issued the additional refund for the import fees per her request. We processed the refund on January 17th. Refunds usually post to accounts within 3-5 business days from the date issued. We had previously processed a refund for shipping/processing on December 21, 2023 and a full refund for the merchandise on January 10th, 2024.
  We verified that Ms. ******* order is in transit and should be delivered soon. When the order arrives, we ask Ms. ***** to please keep the items as a gift from us.
  Thanks again for forwarding Ms. ******* concerns to us for review and resolution.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order on November 29th, received a shipping confirmation on December 7th telling me to expect an email from their border partner (I'm in Canada). Two weeks later when I still had no email and no package I called customer service and was told they were switching carriers which caused a delay but I was assured that while she couldn't send tracking info, she could see it was expected to be delivered on December 27th and to rest assured it would arrive then. On January 2nd when it still hadn't arrived I called back. The second agent apologized and said there was no information on it in their system what so ever and she would request a refund right away at it had reached "crisis status". Fine. I checked my bank statement on January 5th to find they had only refunded $104 of the $154 ****) I had originally be charged. Called back again and was told that they don't refund taxes or import fees and that I would have to fill out and submit a form to get this portion back. I have two issues with this - first, this was a known problem so why was this form never mentioned by the first two agents? Second, if the order hadn't actually ever shipped (as per the last ** agent) then presumably no taxes or import fees would have been paid out yet. Meaning the money still sits with Venus. When I questioned that I was told I was correct but that they have to follow their procedures and I would have to submit the form which they would send via email. Its now been two hours since my THIRD conversation and I have yet to receive this form. So in addition to not having the items that I ordered over a month ago, I am out $50 because of their errors, have spent nearly an hour on the phone with them to date trying to resolve the issue and have to spend additional time filling out and submitting the form (if it shows up) and then wait an ADDITIONAL 2 - 3 weeks for a refund as per the agent. Never again.

  Business response

  01/13/2024

  January 13, 2024
  
  Thanks for sending Ms. ******* complaint to us for review and resolution!
  We appreciate Ms. ******* open feedback about her experience with our company. We want to assure her that this is not acceptable for us either and is not the customer experience we strive to provide. The unacceptable delay and lack of tracking visibility for her order was caused by a system communication issue between the transportation carrier and us. While we hoped for a much quicker resolution, we expect for this to be completely resolved early next week.
  In the meantime, we have issued the additional refund for the import fees, per her request. We processed the refund on January 8th. Refunds usually post to accounts within 3-5 business days from the date issued.
  Ms. ******* order left our Fulfillment Center on December 7th, but there was little movement because of the system communication issue mentioned above. When the order arrives, we ask Ms. ***** to please keep the items as a gift from us.
  We are very sorry about the disappointment this has caused and hope this resolves her concerns.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Sunday September 17th I made my payment at 5pm. the system wouldn't allow me to. I started to look at the site and see that the site says by 5pm, yet the bill says mailed payment by 6pm in very small print. I didn't see anywhere about online on the bill. I immediately Called ******** and spoke with someone who just seemed to repeat what I was saying to them instead of helpmeet. I asked for a manager who was equally worse at helping and very rude. They said they couldn't help me and lied and said they could see when I logged in and I didn't attempt to make a payment at 5pm. that it would have had to have been made by 4:59pm... That I needed to look at at the back of the bill to see where it says before 5pm. We looked, had to pull out our reading glasses to do so as it was that small and we could not barely see it... Very shady. the fact that I called at 5:02 (which I have screen shows of) and no one would help me, means there doing something shady. Since they are more worried about their $40 late fee we have cut up our card, removed our app, deleted them from our email list as well as mailing list. They have lost our business completely, I had started shopping and put other items in my cart the day before this happened as well but they will not get that sale not any others. As my husband and his family have been given explicit instructions to not buy me anything from Venus again. His family typically gives me a gift card fro my birthday and Christmas each year. As well as he will spend hundreds of dollars on me each holiday season and for our anniversary each year. We will never purchase from them again.

  Business response

  10/13/2023

  October 13, 2023
  
  We appreciate the opportunity to review Ms. ********* concerns.  
  Ms. ******* expressed concerns about the timing of a payment she made to ******** **** and a late fee of $40.00 the **** assessed. She communicated that the customer service she received by multiple employees at ******** **** was also unacceptable.
  We are so sorry about the experience Ms. ******* is describing. We do not service our private label Venus Credit Card and do not have access to Ms. ********* credit card history, including payments and fees. The Venus Credit Card is issued and serviced by ******** ****. Unfortunately, we are unable to assist with credit account related questions, but would like to assure her that we have escalated her concerns with ******** **** for review and resolution.
  Thanks again for allowing us to look into Ms. ********* concerns!

• Initial Complaint

  09/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a jacket in June 2023. Was to big. Sent it back to get a smaller size. It was sold out. I have been to get my refund since July. They sent out a check on 7/31/23. never received it. Called back ,they cancelled that check and sent out another one on 8/3/23. Still no check. I feel i am just getting the run around. I just want my money. Thank you ******

  Customer response

  09/14/2023

  I want my refund of $64.00.

  It has been since 7/31/23. 

  All I keep getting is the check is in the mail.

  Business response

  09/15/2023

  September 15, 2023
  
  Thanks for forwarding Ms. ****** concerns to us for review!
  Ms. ***** communicated that she has not yet received a refund check for a purchase she made with CreationL. She feels she is getting the runaround from us.  
  We are so sorry about the problem. Upon reviewing her account history, we found that we initially processed the refund in the form of an e-certificate. The e-certificate was later voided and we processed a refund check on 8/3/23 for the amount of $64.00. She should have received the check within 7 business days from that date.
  Ms. ***** has since filed a dispute with ******* Since Ms. ***** communicates that she has not yet received the check from us, we accepted the chargeback from ****** and have voided the refund check. We do not know what happened to the refund check, but should Ms. ***** receive the check, it is important that she destroys the check. Accepting the dispute and issuing the refund to her ****** account was the fastest way to issue the refund at this time. ****** can verify that the refund was issued back to her original method of payment.
  Thanks again for forwarding Ms. ****** concerns to us! We value Ms. ****** business and hope the resolution is satisfactory.   
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered several items on 8/17/2023. I received an email that my order was being processed and showed check marks next to the process and shipped delivery date of 9/2 packaged was currently in ****** ****. The second came, and I looked up the tracking number, and it stated it did not have information regarding my order. I emailed Venus, and they responded that my credit card kept declining the transaction, and it didn't go through until 8/25/23. I checked with my credit card because I had ordered multiple things, and is should have declined to to my credit balance. They confirmed they only show the one transaction request. They now stated the new date was 9/6/23. I advised them I was going out of town for a month and couldn't wait until 9/6/23 they stated they have 7 business days from 8/25/23 to receive my order and they refused to cancel it. Its 9/6/23 and still no package, tracking number still pulls up nothing. I completed something with my bank and now they are advising I completed something on a valid transaction which it wasn't and they are putting a hold on my account. They are the ones that sent the email advising it had shipped 8/17/2025 and I would have it by the second and as soon as I didn't get it they moved the date.

  Business response

  09/15/2023

  September 15, 2023
  
  Thanks for forwarding Ms. ******** concerns to us for review!
  Ms. ****** communicated that her most recent order was delayed and did not arrive before she left to go out of town for about a month. She said she completed something with her bank and that we have placed a hold on her account.
  We are sorry about the shipping delay. Our records show that we sent an email to Ms. ****** on 8/17/23 with the information about the credit card authorization status. We authorized the card again one week later on 8/24/23 at which time we received a successful authorization for the order amount.  We then fulfilled and shipped the order the following day.
  We apologize for the delivery delays. While transportation delays can happen, we understand that delays are never a good experience. UPS partnered with USPS with the Postal Service taking care of the final delivery of the order. USPS shows that they delivered the package on September 8th, 2023. Ms. ****** also communicated that we placed a hold on her account. Her bank sent us a dispute for the transaction. Unfortunately, we are unable to accept orders or issue refunds until disputes are resolved. This is necessary because we do not know the outcome of the dispute until resolved. Our Credit Card Services team attempted to reach her via phone earlier this week, but were unable to connect. In the meantime, we have mailed a prepaid merchandise return label to Ms. ******. She should receive the label within 7 business days from today.
  We encourage Ms. ****** to reach out to our Credit Card Services Department for further assistance. Thanks for forwarding Ms. ******’s concerns to us and allowing us to review and respond. 
  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought many items last summer and two of my dresses I went to wear are separating at the seam behind the neck. I am so upset I wasted my money and barely wore these dresses. The beige dress is very expensive and I only wore it twice. The company said there is nothing they can do so, I wanted to report the bad quality, since they will not replace my dress. I was about to place another order and I had a baptism Sunday and both dresses I pulled out to wear were separating around the neckline. I'm in Chicago area and our weather is only "dress" weather for a couple months. The beige dress was very expensive and I only wore it twice. I'm so upset with Venus products and someone should know about it since they don't care.

  Business response

  07/17/2023

  July 17, 2023
  
  Thanks for forwarding Ms. ********* concern to us for review!
  Ms. ******* expressed her disappointment about product quality for purchases she made mid-year 2022. Her greatest concern was one dress she communicated was very expensive, which she had only worn twice. She is asking for a replacement of the dress.
  We understand Ms. ********* disappointment and apologize for the quality concerns she expressed. Although our return policy is 90 days and Ms. ********* purchase dates back to June ’22, we have processed an order replacing the dress she purchased. This is an exception and solely based on the circumstances she is describing. We will not be able to replace items purchased outside of our returns policy in the future. We appreciate Ms. ********* feedback and have looked into customer ratings and overall product feedback for this dress. Customer ratings have been positive and we have not received other quality concerns for this item.
  We appreciate the opportunity to review and respond to Ms. ********* concerns and are happy to make this exception for her.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Deceptive practices used by Venus regarding their return shipping charges. I purchased items from Venus and completed a return as outlined in their returns policy which is found in detail on their invoice and on their website. They clearly indicate that a return will cost the consumer $6.99. However, upon a closer look I found that they charged me an additional 4.95. When I called to inquire, I was told it was a “promotional shipping adjustment”. However, they could not explain what this fee was, nor could I find any mention or reference to ANY additional fees on their website. To their credit, they indicated they would issue a total refund of all return shipping charges. Presumably, they did this to avoid me bringing light to this deceptive practice. How many other consumers never realize that Venus has tacked on this fee to their return. It would seem like this could be the making of a class action. At a minimum, they need to discontinue this “promotional shipping adjustment”, or clearly outline it on their website and invoicing so customers are aware of it.

  Business response

  07/11/2023

  **** *** ****
  
  Thanks for forwarding Ms. ************* concern to us for review!
  Ms. *********** communicated that she was aware of our return label fee of $6.95, but was not able to locate any information about the promotional shipping adjustment of $4.95 that we subtracted from her refund. She acknowledged that she received not only a refund for the $4.95, but also the $6.95 return label fee, but believes our business practice of deducting the $4.95 from her refund is deceptive.
  Please allow us to first apologize for the confusion and for Ms. ************ dissatisfaction with the customer experience she is describing with our company. The $4.95 minimal promotional shipping adjustment is disclosed in the promotional details for free shipping offers Our standard free shipping offer applies to orders of $75.00 or above. The promotional verbiage (attached) shows that we will deduct a shipping charge from refunds should a return of merchandise drop the order value below the free shipping threshold. Although we subtract the fee from the refund, we also reissue $4.95 in form of an e-certificate customers can use towards the purchase of a future order. The e-certificate information would have been in the return confirmation email.
  At Venus, customer satisfaction is our top priority. That’s why we refunded both, the return shipping fee and the promotional shipping adjustment, when she contacted us. We are also very sorry that the items she purchased from us did not meet her expectations.
  We value Ms. ************* feedback and hope she give us another try in the future.

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 30th, I placed an order for 3 shirts. The shirts showed up today (June 12th) and I found them to be not as advertised. They are very low-quality and made of thin, see-through fabrics. The website states in their return policy that prepaid labels will be provided. It does not state that this is for US customers only. When I went to request a label, I was told that Canadian customers are expected to pay full shipping costs. It would be over $30 for me to ship the items back to receive a return. Customer Service said there were no other options and that they would pass my concerns to a supervisor. There was no supervisor available to speak to. I paid $62.73 CAD for extremely low-quality clothing that was not as advertised. I do not want to pay $30+ to correct the issue, especially seeing that I am not the only Canadian customer to have this issue. It is a very common complaint on social media reviews, though unfortunately I did not see this until today.

  Business response

  06/15/2023

  June 15, 2023
  
  Thanks for forwarding *** ****** concern to us for review!
  *** **** is expressed concerns about the quality of the merchandise she ordered from us. When she requested a return label from us, we communicated that return shipping costs will be her responsibility since we do not have a prepaid return label that is valid for return packages from Canada to the U.S. *** **** further communicated that the information is not disclosed on our website.  
  We are so sorry to hear that *** **** was unhappy with the quality of the items she ordered from us. Per *** ****** request, we issued a full refund for the merchandise and the shipping fee of $7.95 today. The total refund issued was $56.43 USD. The credit was issued to the original method of payment, which is *** ****** ****** account. The original charge included $6.30 USD for duty/taxes, which we are not able to refund.
  The FAQ section for Returns on our website has more detailed information for International customers. We attached the information to this response.
  The refund has been issued and we don’t expect for *** **** to return the items to us. Thanks again for allowing us to review *** ****** concerns!

  Business response

  06/15/2023

  June 15, 2023
  
  Thanks for forwarding *** ****** concern to us for review!
  *** **** is expressed concerns about the quality of the merchandise she ordered from us. When she requested a return label from us, we communicated that return shipping costs will be her responsibility since we do not have a prepaid return label that is valid for return packages from Canada to the U.S. *** **** further communicated that the information is not disclosed on our website.  
  We are so sorry to hear that *** **** was unhappy with the quality of the items she ordered from us. Per *** ****** request, we issued a full refund for the merchandise and the shipping fee of $7.95 today. The total refund issued was $56.43 USD. The credit was issued to the original method of payment, which is *** ****** ****** account. The original charge included $6.30 USD for duty/taxes, which we are not able to refund.
  The FAQ section for Returns on our website has more detailed information for International customers. We attached the information to this response.
  The refund has been issued and we don’t expect for *** **** to return the items to us. Thanks again for allowing us to review *** ****** concerns!

  Customer response

  06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  **** ****

   

  Customer response

  06/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  **** ****

   

*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. ↩