ComplaintsforDivino Seas

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,I placed an online order through the Divino Seas website. As someone who shops online frequently, I always review the return policy before ordering. In this instance, theirs shared that sale merchandise was not returnable, however full price merchandise is. When you go to their website, you are immediately intercepted by a pop up with a promo code to enter. I purchased full price merchandise using this promo code (which in my experience is never classified the same way as sale merchandise) and upon receiving the goods, they did not fit. I have contacted the merchant via email to request a return and was told that I could not because the items I bought were on sale which they weren't. They then offered to ***** me an exception to exchange the merchandise, however the website is nearly sold out and nothing is available in my size. I spoke to someone over the phone who told me a manager would call me back and that was two weeks ago on April 17th. No one has contacted me and now when I call their phone number no one answers and they are refusing my return request. I would sincerely appreciate your assistance in helping me return my merchandise. Thank you very much in advance.

  Business response

  05/28/2024

  ****** from Divino Seas stated that the they do have other items in different colors and styles for the consumer to choose from regarding the exchange. ****** also advised that the consumer filed a chargeback which they responded to about 2 days ago to her financial institution.
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a bikini online on Nov 16 order #*****. When I received it in the mail, I noticed I did not receive the correct top that I ordered. I emailed the company about the error on Dec 6 (email pictured). There was tons of back and forth, with the company ignoring several of my emails. They were originally refusing to either refund my money or send me the correct top! Then, on Dec 18, they emailed and stated that they would send my correct bikini top that week (email pictured). I never got any information or tracking, and it was never delivered to me or refunded. Since then, I have not heard from them. They are not responding to any of my emails.

  Business response

  01/30/2024

  ******* from Divino Seas stated that they never received the package and believed that they sent the consumer her return label and tracking details already. BBB staff advised that the consumer stated to never had received any response. ******* will email the return info directly to BBB staff so that it may be forwarded to the consumer. ******* stated that they will honor an exchange for the consumer.

  Customer response

  02/01/2024

   
  Complaint: 21103254
  
  I am rejecting this response because: The response makes no sense with my complaint. I purchased an item from Divino Seas (order #*****) and when I received my package, it turns out they sent me completely wrong product. I ordered the **************** top but I received the *************** top (also of note, the *************** top is a cheaper item than the one I purchased) I contacted the company about the mistake, and it was painstaking to even get a response - they were not helpful in getting me the item I paid for. Finally, after many many emails, I received an email on Dec 18 stating that "Your correct item has been requested for creation, and it is scheduled to be shipped out throughout the week. Once your correct item is dispatched, we will provide you with the necessary information for the return label." This email is screenshotted and attached.

  Since then, I never got the new tracking information for the correct top I purchased, and they no longer answer my emails. Their reponse says they sent me the return label for me to return the wrong product they sent me. This is correct, but I have not received the correct top I ordered or a refund from them. Once I receive my correct item or my refund, I will do work for them and send back the item they sent me by their mistake. I have no trust in the company, and need either my item or my refund before going to the post office for them. In the email I screenshotted, the representative said my correct item would be sent out that week (Dec 18) and then once I got it, they would expect the wrong item returned.  They have not followed through. 

  
  Sincerely,
  
  ****************

  Business response

  02/23/2024

  ****** from Divino Sales stands firmly in their point that if the consumer wants a refund she must FIRST send back the item she has in order to be refunded. The business has nothing further to add until the return is complete (following return policy)

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: 06-29-2023 Amount charged: $139.08 Issue: the merchant sent me unordered merchandise and is demanding I return the items after already charging my credit card, instead of sending me my correct order.They have not been responsive on email nor do they have a customer service line.

*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. ↩