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:09/23/2024

  Type:Sales and Advertising 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.

  First, Id like to say Ive been buying clothes from Venus for roughly 20 years. Ive always had a great experience with the quality of clothes as well as the fit excluding a couple of items here or there that mightve not fit exactly how Id like them. I placed an order to Venus a couple months ago and the items did not fit how I liked so I returned them. Venus has always had a free return policy until just recently theyre charging almost $12 to return an item. First they say its $8.99 but then they say it was a promotional shipping so they charge you additional money for a return. Shame on me because last time when I ordered, I said that was it. Ill never order from Venus again, but silly me I forgot. I just had another order deliver from them and need to return the items. Their quality of clothes used to be amazing. I still have dresses from years ago that I wear and still get tons of compliments on that. They have held up well and look just as good as the day that I bought them. However, these last two orders and more specifically this last one, the quality of items is HORRID. The dresses that I got do not fit over my chest and I actually ordered a size up. Their sizing is way off the quality the seams the fit is all trash lately. Their dresses now remind me of the clothes, my teenage daughter orders from *****. THIS IS VERY DISAPPOINTING FROM VENUS. I WILL NO LONGER BE ORDERING CLOTHES FROM THEM AS THEY CHANGED SOMETHING THAT THEYRE DOING OR THEIR MANUFACTURING COMPANY AND ITS SOME OF THE WORST CLOTHING THAT *** EVER SEEN COME FROM THIS COMPANY. Extremely disappointed as a longtime customer.

  Business Response

  Date: 09/27/2024

  We are writing to address the concerns submitted by ***** ***** regarding her recent experience with Venus. We take customer feedback very seriously and appreciate the opportunity to respond.

  We acknowledge Ms. ******* long-standing loyalty as a customer for the past **************************************************************************************************************** response to her concerns, we have shared her feedback with our merchandise team to ensure they know her experience.

  We explained to Ms. ***** that while we have made updates to our pricing and processes, including our return procedures, the return label fee has always applied unless the customer chooses to handle the return independently via their preferred mailing service. To address her specific situation, we agreed to refund the $6.95 return fee and the $4.95 promotional shipping fee to her original form of payment.

  Additionally, as an apology for her experience, we are sending her a $50 Venus Gift Card, hoping she will consider giving us another opportunity to provide the quality she expects and deserves.

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

  Thank you for your attention.

  Best regards,
  Venus ************* Team
  

  
  

  Business Response

  Date: 09/30/2024

  We are writing to address the concerns submitted by ***** ***** regarding her recent experience with Venus. We take customer feedback very seriously and appreciate the opportunity to respond.

  We acknowledge Ms. ******* long-standing loyalty as a customer for the past **************************************************************************************************************** response to her concerns, we have shared her feedback with our merchandise team to ensure they know her experience.

  We explained to Ms. ***** that while we have made updates to our pricing and processes, including our return procedures, the return label fee has always applied unless the customer chooses to handle the return independently via their preferred mailing service. To address her specific situation, we agreed to refund the $6.95 return fee and the $4.95 promotional shipping fee to her original form of payment.

  Additionally, as an apology for her experience, we are sending her a $50 Venus Gift Card, hoping she will consider giving us another opportunity to provide the quality she expects and deserves.

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

  Thank you for your attention.

  Best regards,
  Venus ************* Team

  Customer Answer

  Date: 09/30/2024

  No further action needed. 
  My hope is they return to the same quality they used to be. I understand changing manufacturing however if quality is this drastically affected then different choices should be made by top leadership. 
  
  
  Its quite possible I never noticed the return label fee all these years as I generally do not return items to this company except as stated in original post. Which clearly says something about original quality and sizing. I always kept all items and was satisfied. 
  
  
  Kind gesture of Venus to refund fee and offer a gift card. I will see how things go. 
  Too soon to tell what will happen. But kuddos on attempting to retain a long time customer as you dont see that often with large corporations. 
  
  
  Thank you 
  

  Customer Answer

  Date: 09/30/2024

  [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,

  ***** *****

  No further action needed. 
  My hope is they return to the same quality they used to be. I understand changing manufacturing however if quality is this drastically affected then different choices should be made by top leadership. 
  
  
  Its quite possible I never noticed the return label fee all these years as I generally do not return items to this company except as stated in original post. Which clearly says something about original quality and sizing. I always kept all items and was satisfied. 
  
  
  Kind gesture of Venus to refund fee and offer a gift card. I will see how things go. 
  Too soon to tell what will happen. But kuddos on attempting to retain a long time customer as you dont see that often with large corporations.
  

  Customer Answer

  Date: 10/07/2024

  Still have not received any $50 gift card as they stated. 

  Would like to know how that will happen 

   

  Thank you for your support. 

   

  Kelly 

  Customer Answer

  Date: 11/12/2024

  I would like to re-open my complaint as I am not satisfied with the rectification that was submitted by Venus. 

  They still have not sent the $50 first card they stated they were going to provide. So now I feel that on top of the original complaint/issue they now have lied and not followed through with their word. 

   

  Thank you for your time,

   

  Kelly 

  Customer Answer

  Date: 11/12/2024

  UPDATE TO ORIGINAL COMPLAINT 

  I am disappointed all over again with VENUS. My original complaint was addressed by Venus stating they would refund the fees as well as offer and send out a $50 gift card. Well, its been well over a month later and I never received any gift card or reversal of fees. At this point I feel Venus said that to the BBB in order to throw fluff  to make themselves either look good or sound good in addressing my original concern. Now I feel this has just added insult to injury.  
  Currently, I stand by my previous complaint with this company. And I also have this new complaint. I feel very letdown and feel this is not a trustworthy company at this point. 
  

  Again, I am very disappointed with this company. 

  Business Response

  Date: 11/12/2024

  Thank you for allowing us the opportunity to address Ms. ******* concerns.

  We regret any frustration Ms. ***** experienced due to her initial difficulty locating the $50 gift card we sent as part of our resolution. After reviewing her account, we found that a refund totaling $11.90, covering the return fee and the promotional shipping fee, was indeed processed to her credit card. We also confirmed that the gift card had been sent to her correct email address shortly after our previous correspondence. To ensure her satisfaction,we resent the same $50 gift card to her verified email during a recent conversation. Ms. ***** was able to confirm receipt of both the refund and the gift card email while on the call.

  At Venus, we value Ms. ****** loyalty and understand how important it is for her to have a positive shopping experience. We acknowledged her feedback and reassured her that her experience has been shared with our team, as her satisfaction is very important to us. Our goal is to support her shopping needs and preferences in the best way possible.

  Thank you for the opportunity to resolve this matter, and please let us know if any further information is needed.
  

  Sincerely,
  Venus ************* Team

  
  

  Customer Answer

  Date: 11/13/2024

  Hello,

   

  Venus reached out to me and did finally rectify the situation. 

   

  Thank you for your help!! 

  Customer Answer

  Date: 11/13/2024

  [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,

  ***** *****

   

  Customer Answer

  Date: 11/13/2024

  UPDATE TO PREVIOUS COMPLAINT 

  I received a phone call from ****** at Venus. Her and I had a lengthy discussion. During this discussion two things to note. First, the shipping fees were reversed and posted back to my credit card statement. 
  Secondly, upon further investigation ****** realized the $50 gift card was never originally emailed out to me. She stated back at the time of the original dispute, there were some system issues and updating going on at their end, which must have affected the gift card originally being sent out. She did realize it was never sent out to me. ****** proceeded to email the $50 gift card to me while I was on the phone with her. So I finally did receive the gift card yesterday 11/12/24 via email. 
  I was able to log onto Venus site today and select an item and the gift card did work for payment. Now, I am just awaiting shipment of item. 
  ****** also informed me she has submitted my complaints regarding the quality of their clothing over to the appropriate parties. Hopefully changes will be made with their manufacturing to return to the quality they once were. Only time will tell. ****** was very helpful and provided me her call back information on the chance I may need it in the future. 
  
  Thank you for listening to your customers feedback and for taking the extra steps to attempt to retain long time customers. 
  
  

• Initial Complaint

  Date:09/06/2024

  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.

  I spent about 1.5 hr trying to place an order on line talking to a representative then finally a supervisor by the name of *****. She was trying to get all rewards/discounts applied to my order. She could not get a $5.00 credit to my account so she told me to place the order and she would refund my credit card the $5.00. She stayed on the phone as i placed it The credit has not been applied. I reached out to Venus and requested a supervisor to call me. No one has. In the mean time an agent called and Said she cant hold my order any longer and that I have to place a new order. My order was to arrive that same day according to tracking information. I called venus and told them I never put my order on hold nor did I give venus permission to do so. I requested a call back as to what's going on with my order and why. I never received a call back. Later that day, my order was delivered. The company is all messed up. I still need my $5.00 credit.

  Business Response

  Date: 09/10/2024

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

  
  **************** reported issues with her experience involving our customer service team, difficulties applying a $5 credit to her recent order, and a lack of follow-up. This does not meet the standard of service we strive to provide,and we regret the frustration this has caused.

  After a conversation with ****************, we processed a refund of $5.28 to cover the credit she was promised. Additionally, as a token of our appreciation for her patience, we have issued a $25 gift card for use on a future purchase and are offering free express shipping on her next order.

  We sincerely apologize for any inconvenience or frustration **************** has experienced. We value her as a customer and appreciate her patience as we work to resolve these issues.

  
  

  Customer Answer

  Date: 09/11/2024

  [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

  Date:08/29/2024

  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.

  The website was updated last month, but you cannot use your Venus credit card, any credits, or gift cards. This is the 2nd time I ordered anticipating using $200 in credits, and was unable to use them. Canceled my order.When is the website being fixed??? I will not order again until you do, and I spend over $4k a year on your website.

  Business Response

  Date: 08/29/2024

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

  We understand that **************** was unable to use her Venus Credit Card during our recent website transition. We acknowledge that this must have been frustrating, especially given her significant annual spending with us.

  We apologize for the inconvenience and want to assure *************** that we have now restored the functionality for Venus Credit Cards.Additionally, we have reached out to **************** by phone to assist her with placing her order, and we are pleased to confirm that her order was successfully processed.

  We appreciate ****************** patience during this transition and once again apologize for any inconvenience or frustration this has caused. 

  Thank you for allowing us to look into ***************** concerns. 

   

  Business Response

  Date: 08/29/2024

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

  We understand that **************** was unable to use her Venus Credit Card during our recent website transition. We acknowledge that this must have been frustrating, especially given her significant annual spending with us.

  We apologize for the inconvenience and want to assure **************** that we have now restored the functionality for Venus Credit Cards. Additionally, we have reached out to **************** by phone to assist her with placing her order, and we are pleased to confirm that her order was successfully processed.

  We appreciate ****************** patience during this transition and once again apologize for any inconvenience or frustration this has caused. 

  Thank you for allowing us to look into ***************** concerns. 

• Initial Complaint

  Date:08/22/2024

  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.

  see Attached document
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  Customer Answer

  Date: 08/22/2024

  To Whom it may concern:

  My name is ***** **** and I am 78 ½ years old. I do not have a computer, cell phone, or tablet. Just a land phone.

  I am having trouble with a company. Creating L **** ***** ***** ***** ************* ** ***** Phone **************- Time 8AM to 11 PM EST even on Sunday and Public Holiday ***************** .

  This is my first time I am ordering from this company. On the back of the Book customer no.******* offer code ******** ***** **** or current resident *** ******** *** * ** ** ***********

  On July 13, I was looking at the book and saw what I would like in cloths from them. Pag 16 Top with round neckline 100% cotton-color chalk mint ****** MJ size 22 P $12.00

  Page 66- green strips top ***********-$16.00, size 22P

  Page 75-Soft war sweater with round neckline size 22P color Bordeaux 43460 BORD $22.00

  If you bought $30.00 or more, you did not have to pay for shipping.

  $50.00-$4.00 NYS Tax total $54.00

  I am homebound, so I sent my son John to get me a US POST OFFICE money order. Post Office *** **** *** *** **** ********** phone ************ (July 15, 24) time 11:13 AM money order number *********** mail tracking number #************************. The envelope had my reture address on it.

  They should have gotten it July 22, or July 29, 2024. I called them Aug 12. They said they could not find the money order or a package in the warehouse with my name on it. If they did not get it, It should have come back on the mail, with my return address on the envelope. With my money order inside.

  They told me to call ack first Aug 16 or Monday Aug 19, to see if they found the money order or a package.

  There phone was working find till I gave them my name and why! I was calling they said something wrong with there phone they could not here me. I call again same thing happen.

  What can I do? Or am I out the money? And the cloths?

  Your Truly

  ***** ****

  Business Response

  Date: 08/27/2024

  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 status of her order and the poor customer service she received, and we apologize for any inconvenience or frustration she has experienced.
  Upon reviewing her account history, we discovered that the order was placed on August 20, 2024, and shipped on August 21, 2024. When tracking the order, it is due to be delivered on August 29, 2024.  
  Once again, we apologize for any inconvenience or frustration Ms. **** has experienced throughout this process. 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.

• Initial Complaint

  Date:06/26/2024

  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’m following a complaint based on the fact that you have agents there completing orders without my permission I was charged for a jumpsuit twice. The manager intern put in the jumpsuit with the discount and this all stemmed a spiral effect of these late charges that you guys are saying I made the payment on the 17th each month and you’re telling me that my payment was made after your cut off time I live in Illinois. I called and spoke to a supervisor that was extremely nasty saying that he cannot do anything because it was a late fee credit back in July of last year, OK that is absolutely insane. I’m paying you on time and you’re telling me that I’m not paying you and your credit in my payment on the next day I will be filing a complaint with the CFPB as well. This is ridiculous. I’m not giving you $70 for something that I’m paying you on time after this I will be there definitely closing this account. This is insane. This is a scam that you’re scamming somebody for and then you have representatives on the line that cannot assist and help anyone.

  Business Response

  Date: 07/03/2024

  We appreciate the opportunity to address Ms. ******** concerns.
  
  Ms. ****** expressed issues with a duplicated order/charge on her Venus credit card, the timing of payment to ******** Bank, and two late fees of $35 each. She also reported unacceptable customer service from one of our agents and a supervisor at ******** Bank.
  
  We sincerely apologize for Ms. ******'s experience. We acknowledge our error and have taken steps to rectify it. Ms. ****** received a full refund of $84.37 on 4/11/24 for the erroneous order and a full refund of $45.45 on 5/8/24 for the correct order. We contacted Ms. ****** by phone to apologize and informed her that, while we cannot assist with credit account-related questions directly, we are committed to supporting her in any way we can. As part of this commitment, we refunded $70 to her Venus credit card for the late fees she was charged. Additionally, we offered her a $25 complimentary card as a gesture of goodwill.
  
  Please note that 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 ******** Bank. We have escalated her concerns about the late fees and the rude supervisor to ******** Bank for review and resolution.
  
  Thank you again for bringing Ms. ******** concerns to our attention! 

• Initial Complaint

  Date:06/24/2024

  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 paid my balance off in full and was still charged a finance charge, this happened on 3 different occasions. I did not pay a minimum payment I paid the account off. The first incident it was a $2.04 charge the second was a $4.72 charge and this last on was a $2.04 charge again. When I asked for an explanation I was told it was interest charges because It is a revolving charge when you Pay the minimum, yet I paid the balance in full. The other explanation was that it was my **************** payment but I pointed out to them that it only applies if I have a balance and it is $1.99 for every $100 balance.I asked that this account be closed and was asked what the reason for this was.

  Business Response

  Date: 06/27/2024

  We appreciate the opportunity to review ****************** concerns. 

  
  She communicated that after paying her credit card balance in full, ************* charged her finance charges three times and gave different explanations for the reasons for these charges. This resulted in *************** closing her credit card.

  
  We are so sorry about the experience **************** is describing. We do not service our private label Venus Credit Card and do not have access to ****************** 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 we would like to assure her that we have escalated her concerns with ************* for review and resolution.

  
  Thanks again for allowing us to look into ****************** concerns!

  Customer Answer

  Date: 07/08/2024

  I know that Babies is trying to pass the buck by saying its the bank but, I have another card through ************* and I have never had this issue. I just paid the balance and was not charged again for finance or anything else

• Initial Complaint

  Date:06/13/2024

  Type:Sales and Advertising Issues
  Status:

  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.

  Venus is committing wire fraud. I had a store credit card which I tried to use and was declined at checkout. I received an email that said please call Venus or commenity bank. I called both businesses and was explained my card was decline for non use. I had not used this card since Jan 2022. The agent completed the call saying sorry and was nice. I went in and ordered the same exact order and place billing to my debit card. I received my order my money was processed and I thought that was the end of it. A week LATER i received an email stating my order would arrive today. Upon further investigation my non working venus store card was carded for the declined order. I never authorized this second transaction and when I called venus and comment it no one told me my non working card would then be reinstated and then processed again. To me this is fraud. I called Venus explain the story and they said i because I didnt cancel the original order thats why my non working card was ran, which in theory makes no sense. The company is blaming me for not cancelling an order that was unfulfillable from their standards since the card was decline and in non working use. Venus wanted to charge me to ship the items back to them getting an additional $6.95 from me. This is a PONZI scheme if I have ever seen one. I highly recommend investigating their business practices as this reals of fraud. I have now wasted much time/resources on chats, emails and calls and will waste more in heading to *** before I ever get my money back that I never authorized to have taken. Venus will never have me as a customer

  Business Response

  Date: 06/14/2024

  June 13, 2024
  
  Thank you for forwarding Ms. ****** concerns to us for review.
  
  ************** communicated that her most recent order placed online was declined since she had not used her Venus Credit Card since January 2022. Therefore, she placed a second order using her debit card, as opposed to calling our customer service team to request a cancellation or change the method of payment as per the email instructions sent for declined payments.
  
  After further research, we found that ****************** Venus Credit Card is still closed. However, it was inadvertently charged for the declined order. A full refund was issued to her on 6/13/2024 without receiving the merchandise. We have since attempted to recall the package to prevent any inconvenience to her in returning the order. We have also left her a voicemail to contact us if she has any further questions.
  
  We encourage ************** to reach out to *************** to inquire about how this charge occurred on her closed account.
  
  We apologize for any inconvenience this situation has caused and appreciate her understanding as we work to resolve the matter.

  Customer Answer

  Date: 06/17/2024

  [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: 21844702

  I am rejecting this response because: this is not the correct timeline of the events at matter. I did in fact call Venus and well as ************** who Carries the Venus store card. Upon speaking with both representatives at both locations I was told verbally that the card declined because it was closed. I would never have put in a second identical order the next day had it not declined. While on phone with the representative from Venus I was never told I would need to cancel a declined order or that my card would be tried again even though it was closed (why would one think otherwise) Venus has extremely deceptive business practices. Please investigate this company, to be told the card is closed in non working order only for them to reopen the card, process it and never notify me is extremely deceptive. I find it odd that the company could run the card (closed) refund a closed card and then close it again is wire fraud. 

  Regards,

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

  Business Response

  Date: 06/21/2024

  We truly understand Ms. ****** concerns regarding the handling of her credit card and the processing of her orders. We acknowledge her Venus credit card account is closed, and the charge should never have been processed. We would like to assure her that we have escalated this matter for further investigation internally and with **************** to understand how this occurred.

  
  We have since spoken with ************** and processed a full refund for both the original order and the second order due to the issues she experienced.

  
  We deeply regret the dissatisfaction she encountered with the quality of our products, the customer experience, and the overall service. We understand how disappointing this was, particularly when our ************* Team did not resolve her concerns when she initially reached out.

  
  We hope ************** accepts our sincere apology. We appreciate her feedback and have taken her concerns seriously to improve our services.

  
  Thank you again for bringing Ms. ****** feedback to our attention. 

  Customer Answer

  Date: 06/24/2024

  [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: 21844702

  I am rejecting this response because:

  Regards,

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

  Customer Answer

  Date: 06/24/2024

  Someone(employee) at Venus either has my social security number and opened the card or the company itself went in a fraudulently opened a closed card under my name. I have since talked with commenity bank and the creditor has advised me to follow up with identity theft.gov. Venus has called me to apologize however this is beyond an apology I will now have to call the my local authorities to start a police report which will in turn most likely result in having to hire a lawyer for wire fraud and identity theft by Venus. This has turned from trying to purchase a bathing suit to a federal crime. I do not accept the apology nor will the return of my funds be enough bc this now is going to result in a much larger case than the cost of a returned bathing suit. 

  Business Response

  Date: 06/28/2024

  We deeply regret that our previous response did not address ****************** concerns adequately.

  Firstly, we want to assure her that we have launched a thorough investigation in cooperation with *************** to understand how this incident occurred and to ensure it does not happen again. The security and privacy of our customers are of utmost importance to us, and we are committed to resolving this matter promptly and transparently.

  We would like to clarify that Venus does not have access to social security numbers. The Venus Credit Card, which was opened in 2016 and subsequently closed due to inactivity, was charged in error. We are working diligently to determine how this occurred and prevent any recurrence.

  Please rest assured that we are treating this matter with the highest priority and urgency. We will keep ************** updated on the progress of our investigation and any findings.
  We sincerely apologize for this situation and are committed to doing everything in our power to resolve it to her satisfaction.

  Thank you again for bringing Ms. ****** feedback to our attention.

  Customer Answer

  Date: 07/01/2024

  [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: 21844702

  I am rejecting this response because: no one has followed up on the internal investigation i received a call 6/24 to apologize but no details were divulged from their investigation. Venus having fraudulently opened and closed the Credit card has resulted in my credit score lowered for the closure of the card. I have now had to become a part of identity theft.org I do not think Venus is or has acted appropriately considering this is such an involuntary situation I have been placed in. This is no longer an accidental charge that they are trying to claim, now my credit score is affected because of their gross negligence. Could someone please provide me more information on how the BBB will move forward as well as emailing my case file so I may bring this to authorities. Thank you 

  Regards,

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

  Business Response

  Date: 07/10/2024

  Venus Fashion now has additional information regarding this unfortunate situation, which information we are hopeful will satisfy ************** that we have taken her concerns seriously and deeply regret the issues.  Venus Fashion can confirm that the original charge as well as the incorrect charge to her Venus Credit Card have both been reimbursed via a credit, so ************** received her Venus order at no charge.
  
  Significantly, Venus Fashion does not administer the Venus Credit Card.  Rather, its partner ************* is the card issuer.  In her most recent submission to the BBB, ************** expressed concerns that her credit was adversely impacted by this situation.  Venus Fashion does not pull credit or otherwise make credit reports, so there has been no impact to her credit as a result of Venus Fashions conduct.  We have confirmed that the charge ************** attempted to make on her Venus Credit Card was initially rejected.  Although ************** completed her order using another method of payment, the charge later went through on her Venus Credit Card in error. Thus, the credits to both payment methods as referenced above have been processed.  ************* is aware of this situation, and Ms. ****** Venus Credit Card has since been closed per Ms. ****** request to *************.  

  Customer Answer

  Date: 07/10/2024

  [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: 21844702

  I am rejecting this response because: My credit was absolutely effected but Venus. The credit card was opened fraudulently and upon me having to close the fraud card my credit was effected. Each time you close a credit card you credit score receives a lowered scored for having closed the credit. So yes Venus absolutely effected my credit in a negative way

  Regards,

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

  Customer Answer

  Date: 07/11/2024

  I have since contacted the **************************** as well as the Florida Attorney General

• Initial Complaint

  Date:05/16/2024

  Type:Product 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 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

  Date: 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 Answer

  Date: 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

  Date:05/02/2024

  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.

  Subject: Beware of Venus Fashions Unreasonable Late Fees!I am utterly disappointed and frustrated with Venus Fashion! Despite my best efforts to be a conscientious customer, they charged me an outrageous late fee. I mailed my payment check a full two weeks before the due date, ensuring plenty of time for processing. Imagine my shock when I checked my statement to find a late fee tacked on! Attempts to resolve this issue with customer service have been fruitless, met with unhelpful responses and no resolution. This is no way to treat loyal customers. I advise anyone considering shopping with Venus Fashion to think twice unless you want to deal with unjust charges and poor service. Utterly unacceptable!I sent a check to pay my balance in full for $52 and change on April 4, 2024. My bill was not due till April 19, 2024 Just like today, I mustve opened the bill up the day it came and I sent a check out so I open my bill today and there is a $32 late fee because they said they did not receive my check and it was dated on their the 22nd. I mailed it out April 4. I called and complained to talking to different people different supervisors and everybody kept saying oh its not our fault its not our fault so I guess theyre blaming it on the United States postal system, but Ive never had an issue with any other bill being 2 1/2 weeks early, were not talking about a package were talking about what I would like for them to remove my late fee because I should not be paying this. I feel that they must do this to other people as well so if you dont complain or they wont do anything about it think of all the extra money theyre making in their pockets , taking advantage and I want the situation rectified and removing that late fee

  Business Response

  Date: 05/07/2024

  We appreciate the opportunity to review Ms. ******* concerns.  
  
  *************** expressed concerns about a late fee of $30.00 assessed by *************.
  She communicated that she encountered technical difficulties while attempting to make payments online and via phone, prompting her to mail a check two weeks prior to the due date. Her payment was not processed by ************* before the due date, which resulted in a late fee being incurred on her account. She spoke with multiple ************* representatives who were unable to assist her.
  
  We are so sorry about the experience **************** 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!

  Customer Answer

  Date: 05/07/2024

  i spoke to a representative from venus i understand that they have a third party servicing account however , if I get my bill and mail it out the same day that I received it and that isnt enough time for them to receive a check and they need to change their billing cycling unfortunately VENUS his name is on the credit card so that is an issue they need to take up with commodity bank because its happening to me then its happening to other people as soon as they can assist on getting this $30 late fee without it affecting my credit and now its getting closer to the due date for the $32. Im gonna have another $32 late fee , I do like VENUS fashions and their clothing however, I would not use their credit cards 

  Customer Answer

  Date: 05/07/2024

  [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: 21653441

  I am rejecting this response because:

  i spoke to a representative from venus i understand that they have a third party servicing account however , if I get my bill and mail it out the same day that I received it and that isnt enough time for them to receive a check and they need to change their billing cycling unfortunately VENUS his name is on the credit card so that is an issue they need to take up with commodity bank because its happening to me then its happening to other people as soon as they can assist on getting this $30 late fee without it affecting my credit and now its getting closer to the due date for the $32. Im gonna have another $32 late fee , I do like VENUS fashions and their clothing however, I would not use their credit cards 

  Regards,

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

• Initial Complaint

  Date:03/18/2024

  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.

  Got a message that my return expired HRJ6LUG3. It was in the same package as another return that was processed HRZ2JJ2Z. Contacted Venus as was just given canned responses. No effort to look into anything. Horrible customer service beware!

  Business Response

  Date: 03/20/2024

  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.
  
  ****************** expressed her concerns about the return of an item and our lack of customer service, and we apologize for any inconvenience or frustration she has experienced. After reaching out to us about her expired return and stating that she already returned it with her other item, the response from customer service was unhelpful.
  Upon reviewing her account history, a refund for the item that she returned was not issued. We have taken immediate action to rectify the situation. We have processed a refund to Ms. ******** credit card in the amount of $70.88.
  
  Once again, we apologize for any inconvenience or frustration ****************** 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.