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:04/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 and was told I would receive a confirmation number verifying my order and provided an order number for tracking purposes. I received nothing. I checked my credit card and it had been charged. I reached out to the company several times to obtain the needed information. They have not engaged in any form of communication with me.

  Business Response

  Date: 04/28/2025

  The customer’s order was placed on ***** **** and it has been only 2.5 business days since the order was placed. As posted clearly on every product page, at checkout, and in the order confirmation email (sent at 10:30 AM on ***** ****—proof attached), our shipping timeframe is up to 10 business days.
  Attached is a screenshot showing both items the customer ordered, along with the clearly stated shipping timeline.
  We treat all customers fairly and do not jump ahead in order processing because a complaint is filed. Orders are processed and shipped in the order they are received.

  
  If the customer does not wish to wait, we are more than happy to cancel the order and issue a full refund because we will not jump ahead of other customers who have read the shipping policy and waited without complaint.

  Customer should have read the policy before she placed an order - filing a complaint at not even a full 3 business days is ridiculous.
  We respectfully request this complaint be dismissed, as the customer’s claim is without merit.

  Customer Answer

  Date: 04/28/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Ordered 1/29/2025. Received confirmation of order, but no shipping information. Tried to contact be email listed on site, got a “Failure to deliver” notice. Tried to contact them on their customer service section on their Website, no answer! **** ***** ***** * *** ** * * * ****** **** ******* * ********* * ******* ********** * * ***** ***** ******** ****** ******** ***** ***** ***** ***** ****** ***

  Business Response

  Date: 02/12/2025

  Thank you for your communication regarding your recent pre-order with us. I understand there might have been some confusion regarding the availability of the item you selected.

  As per our records, you opted for a pre-order of an item currently out of stock, which was clearly indicated at the time of purchase. Our policy and the terms of pre-order were outlined in the order confirmation sent to you, stating that the item would be shipped as soon as it becomes available.
  However, based on your recent communications, it appears that you prefer not to wait for the item. Accordingly, we have proceeded with canceling your order to respect your decision and ensure your satisfaction.  You should have received the cancellation email. If you are not able to locate, please check your spam folder. If there was any misunderstanding or if you have any further questions, please do not hesitate to reach out. We are here to help and clarify any concerns you might have. If you reconsider or wish to make other arrangements, please let us know how we can assist you further.

  Customer Answer

  Date: 02/19/2025

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

• Initial Complaint

  Date:12/16/2024

  Type:Product 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.

  Nov 7th 2024 River check designs popped up on my ******** and I saw that they sold the light up Christmas lanterns. So I attempted to order two, one of a Santa driving in a pick up truck and the other of a Santa in a camper. Somehow it wasn’t working correctly with my cart and I double purchased the Santa in the truck. The day it arrived I immediately went on their website. I am completed a form for a return, indicating that I had mistakenly or through some glitch on their site. Purchased a duplicate that I did not need. I didn’t even take it out of the box. Their policy says you have to return within 30 days, but you have to contact them in order to Make a return. They did not respond, so then I completed more forms on their website to reach them, I messaged them through ********, I called and left voice messages, I have been doing this for the past 30 days trying to return this item which would be within their so-called return policy. However, they absolutely refuse to respond. So it is false advertising that they have a return policy, it is not good business to not respond to customers, and it is not fair that I am stuck with a duplicate item that I did not want or order. This is way too much money to be stuck with losing. Of course, I am happy to return it, I don’t want it, I don’t believe I even actually ordered it, but I can’t do anything until they tell me how. With no communication from them this is an impossible situation. In the photo, the top cost is the blue truck plus the camper Christmas lanterns. The second cost below it for $68 is the duplicate order of the blue truck which it charged me double four and sent me to when I only needed an ordered one.

  Business Response

  Date: 12/16/2024

  Dear Better Business Bureau,
  Thank you for the opportunity to address the complaint filed by ******** *******. We take all customer concerns seriously and strive to ensure our policies are transparent and consistently upheld. Below is an overview of the situation and our response:
  Ms. ******* placed two separate orders for holiday décor items, both of which were shipped promptly and in accordance with our policies. She later contacted us seeking to return one of the holiday décor items. However, as clearly stated in our return policy—available on our website, at checkout, and in the email confirming her order—we do not accept returns for holiday décor items.
  Ms. ******* subsequently filed three separate complaints with ****** in an attempt to reverse the charges. ****** reviewed each case and sided with us, as our no-return policy for holiday décor was explicitly stated and acknowledged at the time of purchase. Despite this outcome, Ms. ******* continued to dispute the issue through various avenues provided by *****l, all of which were also declined.
  At River Chic Designs, we are committed to treating every customer equally and adhering to our policies to maintain fairness and consistency. Making an exception in this case would create legal and ethical complications, as it would set a precedent and risk exposing us to liability for perceived preferential treatment.
  We regret that Ms. ******* is dissatisfied with the resolution, but we believe we have acted fairly and in accordance with our posted policies. We are happy to provide any additional documentation, including proof of delivery, communication records, or copies of our clearly stated return policy, upon request.
  Thank you for your understanding and for allowing us to clarify the situation.

  Business Response

  Date: 12/17/2024

  Per *** ***, Per several emails, we will not take a return on holiday decor we do not offer this for any of our other customers, and you are no exception. 

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  
  I am rejecting this response because:  The purchase was through the company's ******** page.  I understand the company's policy, however, this is not a normal circumstance.  It is a costly item, and I certainly don't need two.  I feel the considerate thing to do would be to refund the duplicate which I am happy to return, as I have been trying to do for the past 30 days.  Yes, I contacted ****** because this company ignored all of my messages, all of my emails, phone calls, etc.  ****** is not able to help because River Chic is stating that these were legit orders, rather than a glitch of some sort that replicated the order of the blue truck.  I think it is very unprofessional to ignore a customer for a month with zero response, and only now that I am seeking help elsewhere, is this company finally responding.
  
  Sincerely,
  
  Kimberly *******

• Initial Complaint

  Date:11/20/2024

  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 ordered a Candle & Warmer Melts. At times It showed Delivered Then They'll send email when products are Shipped..Only Email Is Order Confirmed. I've Emailed Checking On It! No Response

  Business Response

  Date: 11/20/2024

  Thank you for reaching out regarding your order. I wanted to provide an update and clarify our shipping timeline.
  Your order is currently at 8 business days, and our posted shipping timeframe is 8-10 business days, as noted on our website, displayed at checkout, and included in the confirmation email sent to you when your order was placed.
  Your order will ship soon, and as soon as it does, you’ll receive an email with tracking information to follow its progress.
  We appreciate your patience and understanding as we work to fulfill your order within the communicated timeframe. If you have any further questions or concerns, please don’t hesitate to let us know.
  Warm regards,
  Larri
  River Chic Designs

• Initial Complaint

  Date:08/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Five items were ordered July 21,2024. Four of the items arrived and information shows the order was partially shipped which is correct. I have contacted them 4 times, two emails and two telephone messages with no response. I told them the missing item is for a birthday present and requested information as to when I can expect it. There has been no response to any of these communications. I want the item but if they don’t intend to ship it, I want a,refund so I can purchase it elsewhere. This has been terrible customer service to just ignore these inquiries.

  Business Response

  Date: 08/09/2024

  Hello,  A refund had already been issued with the refund notification sent already - refunds can take up to 3-5 business days as noted on our website since we use ******* (a 3rd party credit card processor) to issue the refund.  The email provided this information as well as notification that we are out of stock on the basket. There is nothing further on our end needed, since the refund was processed and you were notified via email 4 days ago. 

  Customer Answer

  Date: 08/09/2024

  
  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. However, no notification was received that they were refunding nor was any notice of the refund. Had that been done, they could have replied either to my emails or phone calls with that information.  Case closed.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:05/28/2024

  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 made 2 purchases from River Chic on the same day. Order # ****** and order # ******. When order #****** was received it was the wrong product. I called and left a message explaining this. They sent me an email saying my second order had shipped. I left another message explaining that the first order was still wrong. Now my 2nd order has arrived and the wax flowers are blue not the cream/white ones I ordered. I tried to call again and now their mailbox is full and I can't even leave a message let alone speak to anyone ever. Went to their return section and it says it's rejected because it's outside of the return window. I just want the products that I paid for.

  Business Response

  Date: 05/28/2024

  Instructions on claim policy has not been submitted.  We will address when customer follows policy like all other customers. She is no different.

   

  ***************************************************************

  Customer Answer

  Date: 06/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have tried to go online per policy but was not able to get in. One of the reasons stated because it was past the 14 day mark.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 06/05/2024

  Hello,  Please refer to the shipping information that you were already sent. 

• Initial Complaint

  Date:09/08/2023

  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 order a hundred or more dollars of products from this company and found them to be slow, make excuses as to why and have horrible customer service. When inquiring and asking if not shipped in 4 days to cancel my order. They sent a rude email back that they canceled the rest of my order. They shipped only one part of a few part order so I’m stuck paying for one of the items. With how poor this company is they should have refunded all of my money. Buyers beware…. Not a reputable company at all.

  Business Response

  Date: 09/08/2023

  Our shipping policy listed on our website states 10 Business days at this time due to a large amount of orders and also due to damage that was caused by the hurricane.  Customer placed order on ****/23. We received an email on ****23 after a shipping notification was sent to the customer with her tracking information. The email stated that she did not want her order in multiple boxes and we explained that her order was coming from different locations and we could not ship it all in one box. She also stated that it was taking to long for her order.  We explained our posted shipping time (on our website) and also sent in the email that confirmed her order states our shipping is 10 business days and we would have the rest of her order shipped within our shipping policy since her order was at 8 business days. We also explained about the hurricane and that now that we have power we are working non-stop to get orders out and assured her that we would get her taken care of.  She replied it was "not her problem" and to "go back to work".  We are not going to sell our products to anyone that sends multiple harassing emails. Therefore, the remainder of her order was cancelled and refunded since we are not going to ship our products. The table runner that she did order is currently in transit with *****. and the screenshot of the delivery time is attached.  We will not refund the runner since it is in transit and she has already been refunded the items that we will not ship to the customer.  The verification of refund is attached and verification she was notified of the refund as well.   She will not be refunded any additional money, since she has already been refunded for the items we did not ship and she will not be refunded for the table runner because it is currently in transit as she already knows this.  If she would like to return the table runner she can and once we receive it, she will be issued a refund based on our refund policy which is listed on our website. 

   

  Customer Answer

  Date: 09/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: there are non truths in what I stated in my e-mails. This is the reason for my complaint, very unprofessional company and disappointed by the blatant lies. I was not aware that they were impacted by a hurricane until the stated that as the reason for the delay. And my e-mails were not harassing as they were inquires to my order.

  I will never order from them and as well will recommend to all my friends, family to not either.

  reading Other BBB posts I see they continue to not meet delivery times based on their own promises. 

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

  Business Response

  Date: 09/08/2023

  You are not getting any more money. We will not be communicating anymore, since you have been issued a refund for the items we refused to ship to you. The table runner is in transit...and we will not refund that. You are able to return it when it arrives for a refund.  Your account is closed, so you are not able to ever order from us again. We do not sell to customers who are harassing us. 

• Initial Complaint

  Date:01/09/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 my candle wanting to purchase one for myself before I order them as gifts for family its been 14 days and still has not been shipped. I contacted the company by email the sent me a rude response. I will not be ordering from them again. They had lots of complaints I wish I would have read the reviews first because mostly they are negative.

  Business Response

  Date: 01/09/2023

  Attached is a copy of our shipping policy that is listed on our website. It clearly states shipping can be up to 14 business days.

  Why ?  We receive over 400 orders per day, we hand pour each order, and it takes time for each candle to cure and on top of that, some orders are 20+ candles....not just one small candle like Ms ****** purchased. We do them in the order received. If a customer cannot wait - they should not place an order.  This is posted on our website and is also sent to the customer in an email immediately after their order is placed. It appears Ms. ****** did not read this information. Her order is actually shipping ahead of schedule. 

   

  Attached is also a response to her email - which states when her order is shipping and that we do not work holidays, so our team can enjoy time with their family.  Her order was placed ********* *** ****** * *** **** ******** was given to our team as a holiday. Also the 1st was given to a holiday (Monday).  Therefore, her order is at 9 business days today.    Note: We also give our team weekends off - since we do not demand employees to work 7 days per week.

  If she would like to cancel, I can pull the candle from the outgoing *** scheduled pickup and issue to another customer, that has read and waited during our posted shipping timeframe. And, immediately issue a refund.

   

  Customer Answer

  Date: 01/09/2023

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