Womens Clothing
Diva BoutiqueThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
01/21/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
Subject: Complaint Regarding Defective Item and Refund Request Dear Diva Boutique Customer Service,I am writing to address my recent experience with a defective dress I purchased. The white dress arrived with no tags and multiple black marks. I immediately initiated a return request online, as the item was not in acceptable condition.Although I had 30 days to return the item, I wasnt able to drop it off right away but I did within couple days. Once returned, your team contacted me to ask if I preferred a refund or store credit, and I chose a refund as I had already purchased another dress. However, after following up, I was told my refund would not be processed because I did not provide a photo of the defect within 24 hours of receiving the item.This is deeply frustrating for several reasons:1.Your return policy does not state that customers must submit photos of defective items within 24 hours.2.This requirement was never communicated to me during the return process.3.I am now being asked to pay a reshipping fee for an item I returned that was defective to begin with.I respectfully request the following:1.A full refund for the defective dress as originally offered or a replacement with the same dress in good condition 2.Confirmation that your team will address the unclear communication about the supposed 24-hour photo requirement, as it is not part of your stated policy.If this issue is not resolved within 7 business days, I will be forced to escalate this matter to external parties such as the Better Business Bureau or my payment provider.Thank you for your prompt attention to this matter.Sincerely,******* ******* ********************Business response
01/22/2025
Hello,
Thank you for reaching out to us. We have reviewed your complaint. Our website under return policy here in this link **************************************************************** states that damaged items must be reported within 24 hours. We did receive your email, but it was a few days after the package was delivered. Nevertheless, due to the lack of communication on our part at the beginning of our conversation with you via email and not specifying that we had a time frame of 24 hours, we have gone ahead and refunded your order. Thank you for your patience.
Customer response
01/22/2025
Hello,
Thanks for your assistance. The complain #******** has been resolved. I just received a notification stating that the item was refunded.
Sincerely,
Denisia
Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This was an unauthorized order made and this company does not have customer service ***** the numbers on file are non working number so you can get anyone on the line, they do not respond to emails and I even reached out via ******** and they now have the nerve to tell me no refund just store credit. I want my money back, I did not authorize thisCustomer response
09/11/2024
I have repeatedly told this company this order was made without my consent and they keep sending me the following message:
Hi Diva,
I apologize for any frustration and inconvenience you have experienced. I understand your concerns.
As stated in our policies, we are unable to cancel orders once they are placed due to the speed of our fulfillment process. We also do not issue refunds to credit or debit cards, only store credit for returned items. We understand this may not be the resolution you were hoping for.
If you follow the return process outlined on our website, you will receive a store credit that can be used toward any future purchase and never expires. This is in accordance with our store policies.
If you still prefer to proceed with the return:
1. Visit our website and scroll to the bottom of the page to click on "make a return."
2. Complete the return request for your item.
3. Since you have the Free Unlimited Return option, your return label will be free.
All packages must be sent to:
Diva Boutique
2100 NW 93rd Ave
Doral, FL 33172
Again, we are truly sorry for any inconvenience caused and appreciate your understanding.
Best regards,
Diva Boutique OnlineCustomer response
09/11/2024
As I have stated before, I do not want a credit for an order that was not authorized. I tried to reach out to this Company within minutes and there is no way to communicate with them and conveniently they reach back out when they ship order to not give the customer time to even cancel the order.Customer response
09/11/2024
As I have stated before, I do not want a credit for an order that was not authorized. I tried to reach out to this Company within minutes and there is no way to communicate with them and conveniently they reach back out when they ship order to not give the customer time to even cancel the order.Business response
02/03/2025
Hello,
apologies for the late reply, we had some inbox issues with our BBB emails. We have reviewed the communication between the customer and our customer service. In one email the customer claimed she made the purchase in error in which we replied that due to our store policy and the speed of our warehouse fulfillment, once an order is placed it cannot be canceled. She later returned the item for a STORE CREDIT which was issued and which she used on another order 856400 on November 16th. The customer also made a chargeback on this order after our customer service department issued the credit and the bank sided with her so we lost the initial order, plus the store credit which she used for her second order. The transaction does not appear to be unauthorized since the customer received the item and returned it back to us, received the credit and then used it to purchase another item.
Customer response
02/03/2025
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.
Sincerely,
******* De La ****Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Okay so here it is: I ordered a dress for my daughters birthday as she deserved a nice present and we are a ********** household. I paid $270 for this dress and when it arrived the dress was yellow (not white) and made from a plastic material which gave my daughter severe skin irritation. I straight away contacted the provided support email from the Diva Boutique Online store and I was advised that I can return the dress. I drove an hour to the *** post office and sent the dress back, I was NOT TOLD ABOUT THE US$56 settlement fee for a return. I contacted *** (shown in screenshot) and they have told me that the dress arrived to the destination and it was collected by the sender (Diva). After this I have emailed multiple times requesting a refund and I was ignored every single time This is such a scam and so unfair on people who work hard to make this money. I feel robbed and depressed after this situation. I have tried emailing them for months and they arent responding to myself or my daughter but they are posting on social media. I feel this brand just took advantage of us just because we live in ********* and it breaks my heart because $183US is a lot of money and I was saving to buy my daughter a birthday present. I dont know what to do, I wouldnt have asked for a refund if the dress didnt cause HEALTH ISSUES for my daughter and irritate her skin after the first try. Can you please help me get a refund? I have returned the dress and received no response and no refund. I do not want to order anything else from this company because the return fee and the shipping fee is so high and the material is harmful for ones health. Please help us.Initial Complaint
09/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered some items at this store Divaboutique.com. I returned the items to them and was supposed to receive store credit, I emailed them when I returned the items and ask them to issue my store credit to this active email as I do not have access to the one I used before . I have done this in the past and has no issues, however they are refusing to give me the store credit and are refusing to send my items back to me.Initial Complaint
06/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of jeans from this site in a size small. The small fits like a large, so obviously the clothing runs large. As a petite woman, I will never benefit from this site. So their solution to refund me using store credit is no benefit to me. The lady in customer service refused to issue me a refund in the method of payment I used initially, and insisted that in spite of the fact that I will never use their site, that my money will go back to them with this useless store credit.I demand that they put my money back onto my debit card, ASAP! This company is a ripoff!!Initial Complaint
05/23/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I can not reach them by phone. I went on Yelp review and found out *********** been down for over two years. Customer are forced to pay for returning the merchandise after The customer paid to have it shipped. The no refund is ridiculous! Its like the are stealing people money.Initial Complaint
05/15/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Received a skirt with multiple holes which was clearly done in production! Received the item May 6, 2023. Contacted them on May 14,23 as I was unaware of the defect until I was about to wear the item. I was told I will not get a refund because their policy says it has to be reported within 24/48 hours within receiving! I did not ask for a refund, but wasnt offered any compensation, no return for store credit no money taken off to see if it could be fixed just nothing just oh well its our mess up but your shouldve inspected your item!Initial Complaint
03/29/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a blouse from this company it arrived ripped and torn strings everywhere. I contacted the company they emailed me back saying I tore it by trying it on. I never tried it on. I just followed the tear and loose strings from the blouse. It looks unfinished and torn. The material was cheap also, it arrived in a cheap dirty ziploc bag. Now so they sent me return label, I sent the item back, WITH THERE LABEL. Now they mysteriously lost the package. The character and integrity of this company stinks. Terrible customer service. The blouse arrived damaged.Initial Complaint
01/20/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
So, I decided to go check out the store today Jan 19 2023 around 1 PM. I was looking for an alfit. I went in and discovered that their clothes are all pretty much over priced. ***** were ***** and they had knock off ***** viutton dress shirts. That store obviously is a rip off. Rip off customers and rips off other peoples brands.Initial Complaint
09/03/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
This is my 2nd purchase with this company. The first item I tossed and swallowed my loss. This dress I received has holes and a large wire under the breast that protrudes outward causing the garment to flip and prevents me from being able to wear the item. The company only gives out store credit. This is a large concern because none of the garments are worth a store credit. I spent $82.06 on an item that can not be worn. Please help me.Business response
11/10/2022
Hello,
We sent the customer a return label for the defective item on 9/5 and issued a FULL REFUND when we processed it on 9/15. This complaint I feel is unnecessary since we resolved her issue. Unfortunately, like with any store things can come defective but we always make sure we do our best to resolve them for our clients.
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BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
14 total complaints in the last 3 years.
3 complaints closed in the last 12 months.
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