ComplaintsforAstoria Activewear

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought more than $300 worth of clothes. I was planning on dividing the payments using shop pay. It said that was an option. When I went to click the button I thought it was redirecting me like I have known it to do in the past to pay in separate payments like a payment plan. Instead it paid the total in full. I emailed them the same day to please cancel and refund and they didnt respond for some days later and said too late. I pleaded for a cancel and refund but they wouldnt refund. They said its policy. I did not want to pay in full. Due to misleading website it paid the amount in full and I requested refund same day that should be honored. It shouldnt be my fault that they take forever to answer emails! I still need full refund I have sent everything back!

  

  Business response

  08/10/2024

  Hi ******, thank you for reaching out. We do apologize for this issue; however, we are unable to cancel orders that have shipped. We ensure to state online that once an order is placed we cannot guarantee cancellation. Your parcel is in transit per tracking: **************************************************************************************************. Please let us know if we can help with anything else for now.

  Customer response

  08/13/2024

   
  Complaint: 22107362
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a fraud ! I spent $500 dollars here never received the item and they gave me a run around when I initially wanted a reship they were unresponsive when I told them Id be reporting them to the BBB after weeks of back and forth they then said they would reship as if I would do business with them and their shady practices I asked for a refund which they are refusing to give even though their policy doesnt state what they are claming .

  

  Business response

  06/21/2024

  Thank you for reaching out on this matter. This order was delivered in full 5/14/24 per tracking: ****************************************************. Despite delivery, the customer contacted asking for a refund claiming she didn't receive it. Due to the nature of the tracking marking delivery, we offered a complimentary reshipment as the customer purchased our package protection which is valid for (1) complimentary reshipment of a parcel given any issue on delivery. This policy is listed online for the customer to view prior to purchase as seen here: *******************************************************************************

• Initial Complaint

  04/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a package worth $248.13 on 4/15/2024. I paid $15 for priority shipping (included in $248.13) between 3-6 business days. By the 18th I had to email them to get confirmation my order was received. They then stated it was on the 19th, and later sent me a tracking number. They also stated it is 3-6 days from the date the package is shipped, which is not in their website. Since the 19th **** who I have spoken to numerous times have stated they have not received the package but a label was created by Astoria Activewear. The tracking also still shows as no package received. I have emailed Astoria who is continuing to tell me false information, and only offer me $15 dollar shipping back. The package has either been lost between transit from Astoria warehouse to **** or was simply not mailed.

  

  Business response

  04/27/2024

  According to tracking information this package has now been delivered - we do apologize for any delay. Tracking: ****************************************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction: 12/30/2023 Money paid: $158.95 Commitment from Business: "shipment time is 6-14 business days"Nature of dispute: On 1/2/2024 I received notification that my shipping label was created and that my package was ready to leave the warehouse. The tracking link showed the status of "Shipping Label ******** **** Awaiting Item -> A shipping label has been prepared for your item. A delivery date will be provided when **** receives the package; contact the shipper or shipping partner with any inquiries." Roughly ***** business days after the date of purchase, the package was still in that same state so I reached out to customer service on 1/31/2024. With much back and forth, I was unable to get any status from the warehouse about my package - indicating that it has been lost or misplaced. Via email with customer support, I requested 2 potential solutions on three separate occasions: either send me a new expedited package or provide a refund. On 2/22/2024, I sent an email with a final request: send me a refund. My requests have been completely ignored. During this entire time the shipping status has not been updated, indicating that the package is still lost in their warehouse. Going on something like ***** business days later. I have not received the items that I paid for within a reasonable time period, and I have little confidence that I will ever receive them.Order number: ****** Tracking Number: **************************

  Customer response

  02/27/2024

  The retailer resolved the issue as requested. This case can be closed. 

  

  Business response

  02/28/2024

  Hi *******, we do apologize for the inconvenience of the first shipment of this order being lost in the post. Per your request, we did re-ship the parcel under tracking: ******************************************************** which is showing delivery as of 2/27/24. Please let us know if we can help with anything else for now, and thank you for allowing us to correct this issue.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order 1/6/24 for four activewear clothing items totaling $155 which included $5 that I paid for package protection. My order shipped and was marked delivered by the **** on 1/17/24 at 1:27pm. I got home from work about an hour after that time and the package was nowhere to be found. It was not on my porch or anywhere around my house. I checked with all my neighbors on a couple different occasions who didnt receive or see it either. I started by calling **** and also visited my local post office. They tracked the driver/package with their GPS system and confirmed the package was delivered to my address. All I can assume is that the package was stolen which unfortunately has happened to me before living in ************ and its also the reason I purchase package protection whenever its offered. Astorias website says that stolen packages are covered under the protection. I reached out to them and have been in contact since the delivery date and Ive done everything they asked of me. I requested a refund since the package has not been found. I want my money back rather than a replacement because for one the shipping time was ridiculous, Im out of town for almost a month on a business trip and dont want another stolen package while Im gone, and because I dont want anything from this scam company. They denied me a refund and said they can only send a replacement. I read their policy online and it says absolutely nothing about being able to offer only a replacement and not a refund in the case of a stolen package when package protection was purchased. I requested a copy of the policy that states this information via email and thats when I stopped getting replies. I just want my money back.

  

  Business response

  01/29/2024

  Thank you for reaching out about this issue and we do apologize for any inconvenience caused. At this time we are unable to refund a package rather than ******/replace as guaranteed by our package protection in the event of a lost or stolen package. These policies are stated online on our website - "We offer ****************** for $5 that can be added to your cart onto any order to cover lost, stolen, or damaged-in-transit packages. Please note that if you waive insurance we are not responsible to replace the package in these instances." - *******************************************************************************

  Customer response

  01/29/2024

   
  Complaint: 21185468
  
  I am rejecting this response because:

  Your policy DOES NOT state that your company doesnt issue refunds. I asked the woman named **** from your company directly to email me the part of the policy that states reshipments are all you can provide and she went silent and ceased to return any further emails. I paid $155 for this order and am also a brand ambassador for your company and youre not doing much to help me. As *** said before, I am out of town for another couple weeks on business and your company is nothing but a scam and shipping time was ridiculous anyway, therefore I dont want a replacement, I want my money back.
  
  Sincerely,
  
  Cadie Winner

  

  Business response

  01/30/2024

  Hi there! For your convenience I've attached a screenshot of our package protection coverage from our store policies page that can also be accessed on this link: *******************************************************************************. We apologize for any inconvenience, but as stated on the policy the package protection is valid for reshipment of any lost/stolen parcel rather than refund.

  Customer response

  01/31/2024

   
  Complaint: 21185468
  
  I am rejecting this response because:

  Am I missing something? That policy doesnt say anything about not issuing refunds. It is a general statement regarding shipping insurance and that if I waive the insurance, a lost or stolen package wont be covered. Weve established this weeks ago. I want to know why I cant be issued a refund. The policy DOES NOT mention refunds. Had I known your company doesnt issue refunds, I would have never ordered from you. I want my money back. Your company is a scam. 
  
  Sincerely,
  
  Cadie Winner

  Customer response

  01/31/2024

  In this case how can I relay to them that I would just take store credits if possible? They stopped returning my direct emails. I really dont want anything more to do with this company but I absolutely refuse to totally lose out on $155 and being that Im still out of town I dont want a reshipment that will likely go missing again. I appreciate your help. 

*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. ↩