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:11/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 purchased items from Couture by Hourglass on 9/26/24 and followed up with the merchant several times and received no response. During this time the merchants website and instagram was removed. I filled a dispute with Afterpay on 11/08/24 as thst is how I made the purchase. The merchant shipped a partial order that was received on 11/27/24 and when I reached out to request a refund for the items not shipped my email was rejected "blocked" by this merchant. This company is scam and does not try to resolve issues.

• Initial Complaint

  Date:11/10/2024

  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 ordered merchandise from this company, September 2024 over two months ago this consumer kept on delaying to send the merch out then even went back-and-forth with me on emails stating the merch will be sent out on that Monday never received it then the merch told me that they were having mental health issues and the merchandise will delay until further notice then I asked for a refund the online store got upset with me and mailed out a A substance with a strong smell and my autistic son opened it and got sick and I also got sick. I had to take him to the hospital. I dont know what the smell was what was put inside these items that was mailed to my home beware of this consumer because they will get upset if you ask for a refund after 2 months delay on order that I want for my birthday 2 months ago this website is a scam they or taking customers money and not sending items

  Business Response

  Date: 11/10/2024

  Dear Better Business Bureau 
  
  We appreciate your attention to this matter. Unfortunately, this customer's allegations are entirely unfounded and misleading.
  
  *Key Facts*
  
  1. Full refund issued: $179.
  2. Order shipped despite dispute.
  3. Additional refund for unavailable item.
  
  *Background*
  
  Our seamstress had already prepared the order when the dispute was initiated. Despite this, we:
  
  1. Shipped available items.
  2. Refunded unavailable item.
  
  *Allegations*
  
  The customer falsely claims her son became ill from a substance in the package. In 12 years of operation, we've never encountered such accusations.
  
  *Request*
  
  We kindly request dismissal of this complaint due to:
  
  1. Unsubstantiated allegations.
  2. Full refunds issued.
  3. Evidence of good faith (shipping despite dispute).
  
  Further, the shipment delay resulted from exceptional circumstances beyond our control. Our owner recently suffered the loss of her grandmother and understandably required time to grieve. We apologize for any inconvenience this caused."
  
  
  Thank you for reviewing this matter.

   

   

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22536556
  
  I am rejecting this response because: Im sent package over to the postal inspectors and waiting for a response from the postal inspector toxicology report to see what substance was on the merchandise 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/25/2024

  Dear BBB Representative,
  
  I am writing to respond to the complaint filed against my business, Hourglass Couture llc, regarding a package allegedly containing a substance. I am shocked and concerned to hear about this allegation, as I have never received any notification or complaint from the customer or any shipping carrier.
  
  To clarify, my business takes great care in packaging and shipping products. We use reputable carriers, including *** and ****, to ensure timely and secure delivery. I have reviewed our records and found no evidence of any issue with the package in question.
  
  I take these allegations seriously and will investigate this matter further. However, I must emphasize that I have never received any complaint or notification from the customer or any shipping carrier. It is concerning that this allegation has been made without my knowledge or opportunity to address it.
  
  I will be informing my business attorney about this matter and request that the BBB provide me with more information about the complaint, including the customer's contact information and any supporting evidence.
  
  Thank you for your attention to this matter. Please feel free to contact me if you require any additional information.
  

  Business Response

  Date: 11/25/2024

  Dear BBB Representative,
  
  I am writing to respond to the complaint filed against my business, Hourglass Couture llc, regarding a package allegedly containing a substance. I am shocked and concerned to hear about this allegation, as I have never received any notification or complaint from the customer or any shipping carrier.
  
  To clarify, my business takes great care in packaging and shipping products. We use reputable carriers, including *** and ****, to ensure timely and secure delivery. I have reviewed our records and found no evidence of any issue with the package in question.
  
  I take these allegations seriously and will investigate this matter further. However, I must emphasize that I have never received any complaint or notification from the customer or any shipping carrier. It is concerning that this allegation has been made without my knowledge or opportunity to address it.
  
  I will be informing my business attorney about this matter and request that the BBB provide me with more information about the complaint, including the customer's contact information and any supporting evidence.
  
  Thank you for your attention to this matter. Please feel free to contact me if you require any additional information.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22536556
  
  I am rejecting this response because: I contacted this business about this matter and never received a response Ill be contacting my business attorneys as well because it clearly violates ethics and everything about this business this business was upset about me wanting a refund after delaying my order for 2 months and this business sent me a email stating that they have mental health problems and its clear that they have mental health issues enough to try to harm a customer through their behavior and actions and they will go through desperate measures to get their point across if you ask for a refund 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/13/2024

  Type:Service or Repair 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.

  I've placed these orders MONTHS ago, on 10/26/23, 11/28/23 and 1/23/24 and I've been reaching out for months. There is no point of live chat when no one is ever available or addressing a customer's concerns. I have Route, and Route sends you all updates on your orders' shipping, and it's ridiculous even my Route says tracking expired and one order no tracking was even provided at all. It's like she prints the shipping label as if the order is shipping, and the tracking never gets updated after that. There's no way I should have to send a message EVERY DAY. I've ordered MONTHS AGO & I have not received my orders, I would like a refund of $195, and she sees me reaching out and just stops responding or just completely ignores. I have provided all the proof. I shouldn't have to beg for something that I paid for. I simply asked for a refund.. I've messaged plenty of times on chat and emailed and there's either an excuse saying they're gonna ship it next week or I just get ignored. The teal print set, the mix lava legging & mix lava long sleeve, & 3 butterfly earrings all separate orders HGC26089, HGC25763, HGC26357.

  Business Response

  Date: 11/13/2024

  I will personal reach out to this customer within the next 24 hours in refund her for all the item and never shipped. From my upstanding amount refunded is 194.55 

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22418108
  
  I am rejecting this response because: It's been almost a week and I have not heard from them about my refund or other order. I've reached out to them TWICE since the day they responded to this complaint, and I have been ignored both times, AGAIN.
  
  Sincerely,
  
  Tikeva *******

  Customer Answer

  Date: 12/02/2024

  I've gotten to be completely impatient with this company, far from professional. It is now December. She said she'd reach out within 24 hours WEEKS AGO about my refund. Since then, I HAVE Reached out several times. Any time I mention my refund, I get ignored. And I want to remind you, the refunds are from orders from October 2023, November 2023, and January 2024 for items I DID NOT RECEIVE. That is beyond ridiculous. 

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ordered an outfit on Black Friday. Never received the jogging suit. Also ordered two outfits and only seen one. I paid through affirm and because both items were marked delivered I could not receive a refund. Finally someone responded to my email and confirmed that the item was not received and agreed to replace the item. However, the replacement item was not received no tracking number or any more communication. Also a refund or receipt of refund was not received as well.

• Initial Complaint

  Date:08/24/2024

  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.

  I place and order with this boutique. Ive shopped here before and have never returned anything in the past. However on 7/27/24 I purchase an alfit immediately upon opening the package I knew I wouldnt be able to fit the bottoms. I went on the site to read the policy for returns which only gives you a short window for return. They do not exchange they provide store credit. I immediately next day went to *** and paid $34.00 to have it sent back next day. I still have my receipt and it shows per tracking its been returned. The same day I went to *** I reached out via email to customer support to let them know of my return with picture of receipt and tracking and other details. Never received a response. I reached out again via email, no response. I seen that she posted a story on their Instagram so I reached out via messenger on Instagram still being ignored. I placed this order 7/27 today is 8/27 I have not received store credit nor have I gotten a response from Couture Hourglass and am now out of $150.00 including the price I paid to ship the package back and no response I am tired of supporting businesses by making purchase with them and to encounter this type of unprofessional customer handling. I have kept it professional in all my attempts to reach out to them with no response. I work hard for my money so whatever I spend it on I want something to show for it. I do all of my shopping online so I there is no way for me to go on store to resolve issue. At this point I desire my money back I dont want to ever support a company who ignores their customer after taking their money.

  Business Response

  Date: 09/08/2024

  Thank you for bringing this customer complaint to my attention. I want to clarify that I never received the initial request for a response. However, I have taken immediate action regarding this order and issued a full refund to the customer.
  
  It appears that the customer did not contact us to initiate the return process, and I was not aware that the item had been sent back. Despite this, I have already processed the refund and sent a confirmation email with a photo attachment. Please note that our standard procedure is to send customers a return label via email, but in this case, the customer returned the item independently without reaching out to us.

  Business Response

  Date: 09/09/2024

  
  Thank you for bringing this customer complaint to my attention. I want to clarify that I never received the initial request for a response. However, I have taken immediate action regarding this order and issued a full refund to the customer.
  
  It appears that the customer did not contact us to initiate the return process, and I was not aware that the item had been sent back. Despite this, I have already processed the refund and sent a confirmation email with a photo attachment. Please note that our standard procedure is to send customers a return label via email, but in this case, the customer returned the item independently without reaching out to us.

  Customer Answer

  Date: 09/10/2024

  The owner is not telling the truth Ive provided pictures already showing that *** reached out to her customer service on all her platforms multiple times as well as provided her the receipt immediately upon return. Very unprofessional and only wants to resolve once escalated. However she has refunded my money after over a month of trying to resolve. I will no longer shop here due to poor treatment of a paying customer and the lies.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22191755
  
  I am rejecting this response because:

  The owner is not telling the truth Ive provided pictures already showing that Ive reached out to her customer service on all her platforms multiple times as well as provided her the receipt immediately upon return. Very unprofessional and only wants to resolve once escalated. However she has refunded my money after over a month of trying to resolve. I will no longer shop here due to poor treatment of a paying customer and the lies.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/10/2024

  Customer has been refunded already. I have send proof that the customers being refunded.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22191755
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

   

  I dont accept the response from the business there is no accountability in regards to how many times I reached out to them in regards to issue. However after going through all of the I was finally refunded when it did not have to go this far. I immediately took action after receiving the package. Rather I paid for the label or not (which I did) I immediately upon receiving my receipt emailed it to the company and was blatantly ignored on multiple occasions. **************** is horrible. I have no more responses to this.

• Initial Complaint

  Date:07/06/2024

  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.

  I placed an order 5/26. The website says 5-10 business days for shipping. We have surpassed that by a long shot. In addition *** sent several emails, commented multiple times on IG and tik tok which they are very active on with no response. Terribly run business very unprofessional. They create shipping labels to make it seem like your order is shipped but the post office still has not gotten the merchandise 15 days after this label was created.

  Business Response

  Date: 08/01/2024

  Dear BBB,
  
  I appreciate your patience and understanding in this matter. I am pleased to inform you that the customer, *************************, has finally received her order. The tracking information is as follows:
  
  Tracking Number: 420605029334610570803291858471
  Delivery Date: July 15
  
  I acknowledge that this has taken an extended period, and I apologize for the inconvenience. The initial package was lost by **** and I have since opened a claim with them to resolve this issue. Thank you for your diligence in monitoring this situation. Please let me know if there's anything further I can assist with.

  Business Response

  Date: 08/01/2024

  Dear BBB,
  
  I appreciate your patience and understanding in this matter. I am pleased to inform you that the customer, *************************, has finally received her order. The tracking information is as follows:
  
  Tracking Number: 420605029334610570803291858471
  Delivery Date: July 15
  
  I acknowledge that this has taken an extended period, and I apologize for the inconvenience. The initial package was lost by **** and I have since opened a claim with them to resolve this issue. Thank you for your diligence in monitoring this situation. Please let me know if there's anything further I can assist with.

• Initial Complaint

  Date:06/11/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed order May 12 havent received items. unable to contact seller due to incorrect email address, telephone number goes straight to voicemail no matter what time I call. seller ignores messages on Instagram

• Initial Complaint

  Date:05/22/2024

  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.

  I purchased items on May 10,2024. I never received updao or my items. I emailed them several times.

  Business Response

  Date: 05/26/2024

  On Friday, May 10, the customer placed an order for two custom-made items, which explicitly stated in the product description that production takes 7-14 business days. Additionally, one of the items was part of a sale, which also clearly specified the 7-14 business day production timeline. By agreeing to our terms and conditions, the customer acknowledged and accepted these production timelines. Based on our calculations, the 14 business day production period ends on May 30, which is still within the agreed-upon timeframe. We are working diligently to complete the order and appreciate the customer's patience and understanding.

• Initial Complaint

  Date:03/04/2024

  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.

  Hello I place a order with hour glass in November 2023. Today March 2024 no Item has been ship. I have been writing them with no communication back to me. March 2 someone finally wrote me apologizing also stating they have refunded me. I still have not received any email regarding any refund or account still hasnt reflect such refund. This business is very unprofessional this is the second time I order something and did not receive the merchandise. At this point there is no phone number for me to call. Please someone has to get involve for this to stop.

  Business Response

  Date: 03/04/2024

  Dear *****,
  
  Thank you for reaching out to the Better Business Bureau (BBB) regarding your concern with your order. We apologize for any inconvenience this has caused and would like to inform you that we have already processed a refund for your order.
  
  Please see the attached image, which shows the refund was issued on 2/29 and the amount was 97.41.
  
  We understand that you may not have received the refund yet, but we assure you that it is on its way. If you have any further questions or concerns, please don't hesitate to reach out to us directly.
  
  Thank you for your patience and understanding. We value your business and hope to serve you again in the future.
  
  Best regards,
  

• Initial Complaint

  Date:12/06/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 placed an order during a sale for items advertised instock & ready to ship. A few days later I received a tracking notification for the package. Which noted that the label had been created but not been received by the ***** Next day I received a blast email from the owner stating delays because of the fabrics being out of stock. How is that possible when it was advertised as ready to ship? Further why would you sale items that you are not sure you have the materials for? I responded to the email stating to please refund my order. I received another email stating more delays because the company was moving to another state and had alot going on. I again reached out requesting my refund. After 30 plus days of no response, no package movement I decided to file a dispute.