ComplaintsforVenus Fashion, Inc

• 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,

  **** ****

   

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order in the beginning of May. Received it May 24, 2023 (over 2 weeks later.) Their size chart is totally “off”. I Spent over 2 hours trying to contact them ( because the order number they give you is always incorrect). Finally, I got someone on the phone and explained I need a smaller size and it’s for an upcoming trip. I actually called because I wanted this exchange in the system so it gets mailed out asap. I was told that if I drive to Ulta and return it the next day I should have the exchange within a few days because they are “allegedly” in Florida as am I! I returned it the very next day. I never received an email that the exchange was mailed out. Spent another 45 minutes today June 10, 2023 trying to get someone on “ live chat” and finally got a tracking number. It was received today! Over 2 weeks later and once again, it’s too big and I had a conversation with them and gave them my actual measurements. They suggested a size so, I agreed. I once again tried a return and got the same run around online. Technical difficulties, order number incorrect… I am attaching actual screenshots. Now, it’s too late for an exchange because I’m leaving and quite frankly, I think this company shouldn’t be doing business in Florida. ( I’m guessing they order this stuff from China and that’s why the wait is so long and why the customer service is sketchy at best). Something needs to be done about companies like this. At this point, I want a full refund and they can come pick this stuff up. I’m not spending anymore time on this, including waiting on a line at Ulta. If they don’t respond, I will be forced to file a lawsuit and I will most definitely ask for attorney fees for all of the time I spent on this nonsense.

  Business response

  06/14/2023

  June 12, 2023
  
  Thanks for forwarding *** ******* concern to us for review!
  Ms. ***** expressed concerns about the sizing for the swimsuit she ordered from us. After reaching out to us, we recommended to size down one size. Unfortunately, the smaller size was still too large. She also mentioned several technical issues, including with the Happy Returns website and our chat system. She communicated that she would like a full refund because of her experience with our company.
  Let us first apologize for the poor experience Ms. ***** had with Venus Fashion and assure her that we are looking into all interactions, so we can properly address her concerns internally. We appreciate that Ms. ***** supplied the attached screenshots. We have two Fulfillment locations. One is in Florida and the other is on the West Coast. Her orders shipped from California, which is why the shipping time frame was a little longer. We are so sorry about the miscommunication.
  There is no need for Ms. ***** to return the items to us. We processed a full refund to her MasterCard today. Depending upon the financial institution, refunds usually post within 2-3 business days. Thanks again for forwarding *** ******* concerns to us.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased some 5 final sale items and understood that they are no return and no refund. Upon receipt, 2 of the items are missing size tags and the tags appear to be obviously cut to pass as the size I ordered and they are extremely large compared to the 2 other items I purchased in the same size. I immediately called the customer service to report the unverifiable size due to missing size tags and that I have to be refunded for them because I think they were a size up of what I had originally ordered and they were trying to get rid of inventory so someone cut the tags to pass as the size I ordered and sell as final sale items. Actually I was a patron to Venus until they started sending me damaged items and at one point a missing item that they had not refunded and it was like a $5 mask so I did not do anything about it; reasons I stopped buying for more than a year and I thought I’d try them again but apparently they have decided to continue the bad habit. I will not complain or return the final sale items if I could verify the sizes but the tags were obviously cut. They already received the items but reflected a $0 refund. Please accept accountability.

  Business response

  05/26/2023

  May 26, 2023
  
  We appreciate the opportunity to review and respond to *** ********* concerns!
  We thank *** ******* for bringing this to our attention and for forwarding the detailed information, including pictures of the garments. We are so sorry that the items we sent to her were not in new and unused condition and are looking into how this happened. While items marked as “final sale” are usually not eligible for an exchange or refund, we make exceptions for damaged or defective items. We do our best to ensure we offer high quality items to our customers and will make it right if/when a situation like this occurs.
  We issued a refund to *** ********* credit card today. The refund should post to her account within 3-5 business days.
  We value *** ********* business and hope this resolution is satisfactory.

  Customer response

  05/31/2023

  [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. 

  Thanks
  

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

   

• Initial Complaint

  03/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After ordering from this company (Venus) the amount of emails I get on a daily is overwhelming. I've used the unsubscribe link on the bottom of many of these emails, but with no success. I receive 2-4 emails daily, which is far too many. I've called to speak to customer service 4 times now, with the last person finally getting management in, but again with no success. I'm also still receiving their catalogs in the mail which i've also requested to stop. This bombardment of unwanted marketing needs to stop immediately. Venus has already lost me as a customer.

  Business response

  04/05/2023

  April 5, 2023
  
  Thanks for giving us the opportunity to review and respond to *** ******** concerns!
  Ms. ****** communicated that she reached out to us multiple times asking to opt out of Venus emails, but continued to receive 2-4 emails each day. She also requested to be removed from our catalog mailing list.
  We are so sorry that Ms. ****** had to contact us several times to be removed from all emails and catalog mailings. We are looking into all activity to determine why her “opt out” requests for emails failed. We confirmed with our Marketing team that *** ******** opt out request for emails was completed on March 28th. She should not have received any additional emails from us after that date.
  We also looked into the catalog mailing list status. We show that we updated her catalog mailing status on March 10th to reflect her request to stop catalog deliveries.  Since our catalogs are pre-printed, customers can receive 2 – 3 more catalogs before mailings completely stop. She may receive one more catalog in April, but should not receive additional catalogs after that.
  We appreciate the opportunity to look into *** ******** concerns and hope this resolves her concerns.

  Customer response

  04/06/2023

  [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,

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

   

• Initial Complaint

  10/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 30th, 2022, I placed an order for a coat from Venus Fashion, Inc. for the amount of $67.57. On October 5th, 2022 I checked my email for any update on shipping status because I had not yet received any shipping notification, and the coat had not yet arrived. That's when saw that the item was marked "Returned" and I was to receive credit. I thought this very odd because I had not received anything so I could not actually return anything. Then I saw the refund recieved email and realized that they did not credit me the full amount but only a partial payment. I never received the item, nor did I return or cancel the shipment thus, no shipping ever occurred. If it had, I would understand but this is not what happened. I reached out to the company and have been met with eternal holds and no resolution - I haven't even been able to speak to a customer service representative. All I want is the remainder of the money credited - that amount is $15.46. This is no substantial amount of money, but they did nothing to justify keeping it. I never recieved the item and I certainly did not return it or cancel it. I wanted the item for an event I was attending and now that time has passed. I just want the amount they kept refunded to my account. I will no longer order from Venus Fashion.

  Business response

  10/25/2022

  October 25, 2022
  
  Thanks for giving us the opportunity to review and respond to *** ******’s concerns!
  *** ****** communicated that she ordered a coat from us, but instead of receiving the item she received notification that the item had been returned to us. She then received a partial refund and requested a full refund since she did not receive the item she purchased.
  We are so sorry *** ****** had this negative experience. It appears that there was a sorting error at the shipping carrier’s facility, which resulted in the order being returned to us by mistake. Our returns team processed the refund for the item, but did not credit the original shipping fee or the return label fee.  We have since processed the refund for both.
  We appreciate *** ****** providing us with the detailed account of her experience! It’s certainly not the experience we strive to provide to our customers and we are so sorry this happened. In addition to processing a refund for the total of $15.46, we also issued a promotional e-certificate for $25.00. The e-certificate was delivered to her email and can be applied to a future order within the next 90 days.
  We value *** ******’s business and hope she accepts our sincere apology.  

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

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

  Customer response

  12/09/2022

  see attached

  Business response

  12/11/2022

  December 11, 2022
  
  
  Thank you for referring *** *******’s rejection of our initial response to us! We appreciate the opportunity to support.
  
  Unfortunately, we are unable to assist with concerns regarding Venus Credit Card accounts, including balances and fees. We do not have access to the information and the bank cannot share credit related information with us. ******** Bank issues and services Venus Credit Cards. We have referred this to ******** Bank for further assistance.
  
  Listed below is the mailing address and Customer Care phone number for ******** ****.
  
  ******** ****
  **** *** ******
  ******* ** **********
  
  Phone: ************
  
  We appreciate *** *******’s business and hope her concerns will be resolved soon.  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Date: 4/2022 Price: 30.93 Commitment: Product and Service Dispute: Return Process speed Venus fashion gave me a incorrect date. Order: ********

  Business response

  05/31/2022

  March 31, 2022
  
  We appreciate the opportunity to review and respond to Ms. *******’s concerns!
  We reviewed Ms. *******’s order history with us and located the order she referenced. The order shipped on 4/28/22 and was delivered to her on Wednesday May 4th. Returns usually take between 7 – 10 business days to reach us from the date the merchandise is mailed back to us. We process returns within 1 – 2 days of receiving the items. We are happy to share that we now have a much faster returns option through Happy Returns, which gives customers the option of dropping merchandise off at a Happy Returns location for a much faster refund.
  Ms. ******* communicated that we provided an incorrect date or expectation for the refund. We were not able to locate a phone call from her number, but apologize for any misinformation our team gave her.
  Unfortunately, when Ms. ******* filed this complaint we had not yet received the returned merchandise. We processed a refund on May 25th even though her return had not yet been processed. We issued a full refund of $30.93, which also includes the outbound shipping fee of $7.95, which is normally not refundable. We received and processed the return on May 26th at which time no additional refund was due.
  We value Ms. *******’s business and hope this resolution is satisfactory.

  Customer response

  05/31/2022

  [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

  04/26/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Never in my life have I been treated so completely rudely, been asked to make over 5 phone calls and 4 chats to be told something different each time. Hung up on by a supervisor after he agreed to credit the amount to the credit card and never did this. Will never use Venus again. Had an email sent to me for 30% off total order with exp . DEC 2022. Upon trying to use the code it wouldn't work. I chatted with customer service I was told it was a venus typo error and it would be honored and to place my order and go back into chat after my order, give them my order number and it would be adjusted. I used a 10% code I had so I just needed the 20%. Chatted, stated couldn't help me and to call a number. Call the number, wrong number!!!! Looked up correct number, called and was told "we cannot do that, I have to cancel the entire order and start again to use my 30% off". I said fine, lets cancel and restart over the phone. Then I'm told no bc the order was printed (i literally placed the order 3 minutes ago and was told to call in right after to have this adjusted). I confirmed several times with an agent that this is what i had to do. Then the story changed, again I was told no, and to call to get this fixed once it shipped!! This is like after 5 chats and 4 phone calls to your company about this. So then I called after shipping and was told again "NO" that I would have to call once the order arrives now to get the extra 20% off!!! I had to call again!!! Called once it arrived and still a problem. After a million calls and chats, not one person helped me with this. Venus made an error, I was told it would be honored, and then no???? I've bought thousands of dollars in venus clothing and I will no longer be shopping with your company due to the unprofessionalism and inability to solve a simple issue. The rudeness exemplified when i finally got a supervisor who hung up on me and my husband. Order# ******** Paid: $300.47 date: April 10, 2022

  Business response

  04/29/2022

  April 29, 2022
  
  We appreciate the opportunity to review and respond to *** ******** concerns! It is our goal to provide an excellent customer experience to all of our Venus customers and thank *** ****** for letting us know that we fell short when she reached out to us.
  *** ****** communicated that she was unable to use a 30% discount offer she received via email. After reaching out to us, we found that the expiration date for the offer was incorrect in the email. *** ****** used a 10% off discount code and we offered to apply the additional 20% after she placed her order. Even though we assured her that we will apply the discount retroactively, this did not happen. She also communicated that the customer service interactions did not meet expectations and that a supervisor disconnected her call the last time she contacted us.
  We are so sorry about the experience *** ****** had with our company. We assure her that we are looking into the interactions she had with our staff and will address them. Providing an exemplary customer experience is our top priority and sincerely thank her for bringing this to our attention.
  Because of the experience *** ****** described we issued an additional credit of 30% off the original pre-discounted order amount on 4/26/22. Including sales tax refund, the credit totaled $98.02.
  Thanks again for forwarding *** ******** concerns to us! We value her business and hope this resolution is satisfactory.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered some clothing merchandise from this company, returned the items I received (due to sizing issues) and received a credit for the items (minus their return fee). I cancelled the remaining piece ordered due to shipping delays and have yet to receive the $37.56 for this cancellation. I have e-mailed them several times regarding this issue and they have not acknowledged or returned my e-mails. Two weeks ago, I informed them that if I did not receive my credit, I would be contacting you. I did not receive my credit and am therefore contacting you.

  Business response

  04/22/2022

  April 22, 2022
  
  Thanks for forwarding *** ******’s concern to us for review and resolution!
  *** ****** placed her order with ********* on 1/29/22. As she communicated, she returned all items that were in-stock and shipped to her because of sizing concerns. We are so sorry that the sizing did not meet *** ******’s expectations. We understand how disappointing that must have been. We issued a refund of $87.42 on 2/24/22, which was for the purchase price of $94.37 (including sales tax) minus the return label fee of $6.95.
  One item was on backorder (****** *** *******). Had the item shipped, we would have processed a charge of $37.56 at that time. However, since *** ****** cancelled the backorder, no charge was submitted. At the time the order was placed, she would have seen an initial authorization for the entire order amount, including the backordered item. We never submitted a charge or received payment for the backordered item because she cancelled the order; therefore, no refund is due. We encourage *** ****** to follow up with her financial institution to verify the charges for this transaction from ********* and apologize for the confusion.
  We are so sorry that the order did not meet her expectations and have also issued a refund for the $6.95 return label fee. The additional refund should post to *** ******’s account within 2-3 business days from today.
  We value *** ******’s business and hope this resolution is satisfactory.

  Customer response

  04/22/2022

  [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

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After a purchase from Venus earlier this year, the company has started to send me unsolicited catalogs. I have contacted them via email 4 times now asking them to please stop, but they continue to send the catalogs and have not responded. This is not the first time I've had this problem with this company. The last time was in 2009.

  Business response

  01/18/2022

  January 18, 2022
  
  Thanks for giving us the opportunity to review *** ********* concerns!  We are so sorry that *** ******* received catalogs after contacting us multiple times requesting to be removed from our catalog mailing list.
  We removed *** ********* name and address from our catalog mailing list effective December 27, 2021. There is a possibility that customers receive 2 – 3 catalogs after we process a catalog mailing list removal because catalogs are printed a few months before the mail date.
  We have also reached out to our Circulation Department to ensure her name/address is permanently suppressed from all of our mailing lists.
  As requested, we will send an email confirmation to the email on file with us. Thanks again for allowing us to respond to *** ********* concerns.
  

*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. ↩