ComplaintsforMacoma Boutique, LLC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased these shoes on 5/2/24. No where on the receipt did it say it was a final sale.The shoes are too big would like to exchange for a smaller size. They said no refund, sale final!

  

  Business response

  05/15/2024

  Hello ******, I responded to your email yesterday. Your order was not final sale and I provided you with instructions on how to return. Please see attachment here. Thank you

  Customer response

  05/16/2024

   
  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,
  
  *****************************

• Initial Complaint

  04/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I returned a pair of shoes, Macoma received them 6 days ago and I never ever got an email saying they received them! I had to email them! I asked for an exchange for 1 size bigger and they say they don't do exchanges and that I will have to get store credit but I need to give them 7-10 business days to give me store credit!!! I explained I used a 20% coupon and since they won't exchange I will have to pay an extra $24.00, and they said that "Yeah the coupon is a one time use. I can use a 10% coupon if I haven't used it already." I told them that I am not happy with this and that their customer service is horrible and she was so argumentive saying "How? I've answered your questions in a timely manner. We are a small business that has 100 plus returns a week." First off, if they are small, how are they getting 100 returns a week and if that's truly the case.... why so many returns in such a short time?! Regardless, they have my shoes, and my money, won't exchange them and tomorrow will be a week since they were delivered back to Macoma but yet I still have nothing. They didn't even have the courtesy to email me that they got the shoes back!

  

  Business response

  04/11/2024

  We do not send notification emails when returns are received back to us, which was recieved back on Monday, 3 days ago. They do get a tracking number and are able to see when they arrive and then they get a email when the return has been processed. They are processed in 7-10 business days which is clearly stated in our policy, which is posted in multiple places for this customer to read. We have never offered exchanges because of our rapidly changing inventory which is also stated in our policies. This customer has used a ONE TIME use coupon code, for new customers, which she has used a total of 6-7 times, because of misusing the system and creating new accounts with new email addresses. We have also asked her not to do this before but she continues to do it. 

  This order will be processed via refund minus the shipping fees per our store policies, because we have decided to no longer do business with this customer. 

  I also have the record of the email that was sent to ask her to please just use her one account in July of 2023, and 

  Customer response

  04/13/2024

   
  Complaint: 21561540
  
  I am rejecting this response because:

  These people are liars for one thing,  not to mention the owner, ****** is vindictive and is a liar, as other people in ******** have had the same experiences *********************** and Macoma when trying to get a refund or store credit. I do not agree to have a refund minus my shipping charges,  I didn't pay shipping because I ordered almost $200.00 worth of shoes   in that transaction and only sent 1 back.   I asked for an even exchange for a size bigger size but they said they don't do   exchanges, that they could only give me store credit. I told them I was trying to get the other size before they sold out. As for the coupon codes, ****** is a liar and talks all kind of c*** to her unhappy customers.  She threatened to *** me after I made a complaint to ********************* ****** for what she says is stealing from her online store by using coupon codes. In July of last year they messaged me kind of rudely about my different emails..my daughter made a purchase in February of this year using one of my emails, no coupon code was used,  but yet ****** is taking c*** about that one too. The only other coupon code that was used since last July was this recent one in March with a coupon referral code from a woman that had posted it for EVERYONE to use. ****** is lying and has done this to other customers! She blocked me from ******** after I made the BBB complaint and said that me making a complaint to the BBB was completely unnecessary and that they won't do business with me anymore which is laughable.  This is how they treat all their customers who have any kind of is***s and they are purposely taking as long as they can to provide my refund in an effort to be vindictive even though this company (if you can even call it that) has my product and my money and still has not provided a refund, has talked all kinds of c*** to me via email, has threatened me and lied about me ALL ONLY AFTER I MADE THE BETTER BUSINESS BUREAU COMPLAINT.  As I told the owner, my husband, my daughter in laws, and my daughters all live with me in a multi level home.  All of our emails are tied into one computer and this vindictive shop owner, ****** called me a liar. Then she wanted to talk c*** about me not being happy with my purchase and that if I wasn't happy with my purchases why did I continue to shop there? The products were never a problem,  the customer satisfaction was, and the way they treat their paying customers is.  She said I ordered 15 times or more,  so this ***** shop owner is crying and throwing a fit over a few 10% coupon codes when she charges $70.00 for 1 pair of shoes? Give me a break. Talk about greedy! And she's a liar too! I hope nobody buys from this woman, if you do and you ever have to return or exchange or use a coupon code,  prepared to be bullied by this shop owner and be prepared to have the owner email you multiple times talking c*** to you and calling you a liar! I even talked to a woman on ******** that ******, the owner of Macoma Boutique did this same thing to years ago! I want my full refund, shipping should not be taken out because there were 2 other pairs in this order so it qualified for free shipping and then I paid extra for something they call REDO so you can ship it back if there is a problem ***** the order.  I should be getting back $63.96 I believe. Also on their site, NOWHERE does it clearly state 7-10 business days for store credit!! I had to do some research to finally find where it says 7 business days, which would be this Monday at the latest. This woman is vindictive and will hold your refund until the last possible minute. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/15/2024

  The refund was processed for this customer. It should show back to your account in 3-5 business days. There was nothing taken out for shipping because shipping wasnt paid. As a business owner it is my right to do business with customers who respect my business, and I dont feel that way in this situation. It was asked of ******* to stop creating multiple accounts to use coupon codes we create for first time customers. After that we moved forward. Until we saw 3 additional accounts created after that first email we had sent. Our prices are based off margins we need to make to pay our expenses and take care off our staff, and I have that right as a business. Our policies are clearly posted multiple places. 
  

  We thank you for the business you have done with us, but dont feel like this is a good fit moving forward. 
  

  Thank you. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello in May I ordered black sneakers from Macoma Boutique. The order number is #******. I spent an extra $1.50 to be able to return them if needed. When I received them, they were too narrow so I returned them in the exact box they were sent in. Today, I received a message saying they denied the return because I didn't put them in another box. They said they will not return the shoes to me or the money unless I make ANOTHER order. So I don't have the $77.72 OR the shoes unless I spend more money... I also saw several other complaints of this business doing this same thing which isn't right. I request a full refund be returned to me as soon as possible.

  

  Business response

  06/06/2023

  Hello, we have it stated in our policies which are able to be read on our website prior to purchasing that we do need the shoes encased in another package not another box, just an outer casing like a poly mailer which is how we sent them to the customer. We have found many customers prefer to get the shoes in a box. We also cannot charge customers for these shoes without the box, so if we accept the return we are also out the money. We have told the customer she also could pay the return shipping to get them back and be able to sell them on the buy sell trade page we have set up for our customers. 
  

  The **** return protection is to cover the cost of the shipping label if a customer needs to send it back. So we covered the cost of return shipping. 

  As a small business we have to have policies in place. 
  

  I also have offered ****** another pair of shoes that we could use that box to send back to her and keep the new box to try and rectify the situation. 
  

  I am doing my best to make the situation right with the customer, but we do have policies in place, and it is our right as a business to stick to those policies. They are very easy to find on our website before purchasing or even prior to sending back a return. 

  Customer response

  06/10/2023

   
  Complaint: 20149766
  
  I am rejecting this response because:

  I understand that the business is a small business that has their own policies but its not a common practice to require two boxes to return an item. Its something I havent seen along with many other consumers that are making the exact same complaint against this vendor. 
  The businesss offers to make this right are not acceptable. She has offered to have me purchase from the same shoe line (the shoes are too narrow for me so why would I want another pair). She has offered to have me resell the item on their ******** page (why would I want to pay for shipping again to have the burden of reselling them at a loss?) 

  At this point, I respectfully request a full refund. I have spent $77 at this boutique with zero product. It is not right.

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

  

  Business response

  06/12/2023

  We had never stated that it had to be in another box. Just encased so the box is reusable. We have customers that send them back in poly bags all the time, and even wrap them in wrapping paper so the box is intact and reusable. 
  

  We would have gladly shipped the shoes back to our at our expense, but there has also been a chargeback filed on us before an agreement was determined, so at this point I do believe you have your money back. At least for the time being. Also the reason for the chargeback was because the shoes were never recieved. Which is not true, and we have all the data in our system which has been submitted. 
  

  So at this point there will be no refund or shoes back until we determine which way the chargeback will go. 

  Customer response

  06/13/2023

   
  Complaint: 20149766
  
  I am rejecting this response because:

  Please see attached where the business stated I would need to make a new purchase and I would be invoiced for the shipping cost. This business isnt being truthful. 
  

  I followed the advice of a friend to dispute the charge because my emails werent getting me anywhere. I chose that I didnt have the shoes as the best option that was available for the dispute. 
  

  I do hope we can resolve this matter soon. 
  
  Sincerely,
  
  *********************

  

  Business response

  06/18/2023

  So as of now we have received a chargeback, which has been taken out of my account. So she technically has her money back. She filed the chargeback honestly before the situation was even brought to my attention as the owner, when I could have offered to send the shoes back at our cost, as the owner I have management in place to handle these situations so I can focus on business growth, and I wasnt made aware until chargeback was filed and then I received the complaint 

   

  We just have policies in place to protect the small business. Im honestly not sure why were going *************** at this point because she does have her money back. And we more than likely will not win the chargeback. 

*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. ↩