ComplaintsforCollection Lounge LLC
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Complaint Details
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Initial Complaint
03/01/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a Loungefly mini backpack from Collection Lounge and received it in December 2021. The bag came with a black dust cover to store it in to keep it clean. I stored the bag in the cover with tags still attached and when I took it out to use it in February 2023, it was stained all over by the dust cover. The cover had bled onto the bag, completely ruining it. I reached out to the company for help and they instructed me how to clean it. I tried their method and it didnt work. I reached out again and they said that the bag was out of the 30 day return period so even though the cover that they sent it in to protect it damaged it, they wont do anything about it. They only offered me a 20% discount code. I wouldnt even have reached out if the damage had been my fault but I never even used the bag and their dust cover ruined it. I provided them pictures of the damage as well. They just didnt care.Business response
03/17/2023
Hello,
We would love to come to an agreement with the customer. Unfortunately, we are unable to provide refunds because their order was made before the brand was acquired by Open Store. We can, however, give the customer a store credit for the amount they paid for the backpack ($75.00), or we can ship over a bag that matches the customer's purchase price. We would offer to send a replacement for the same bag, but it is currently out of stock, and we have no plans to restock that model.
Looking forward to the customers response.
Best,
********
CS ManagerCustomer response
03/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
08/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order in April 2022. One item was a preorder so I was patient. I reached out in May for an update. They stated it was still on back order. On July 7 I received notice that my order shipped and the tracking stated the label was being prepared. The tracking has not changed. Ive contacted the company multiple times via email, calls, social media, apps with no response whatsoever. Im at the end of my rope now. I either want my products or a refund. This is aggravating.Initial Complaint
08/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Back in November of last year i placed an order with this company an ordered 3 wallets totaling *****. I received an email saying items have shipped in June of this year an have yet to receive the order. Email keeps stating that they are awaiting package with no delivery date. I have emailed this company several times, called multiple times and have even ******** messaged several times with no response back of said order.Initial Complaint
07/25/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I paid a $19.95 deposit on Dec 31, 2021 to pre-order a backpack from Collection Lounge. Once the bags were received in stock, I received an email on April 10, 2022 to pay the balance for the backpack which I did on April 16, 2022. On May 2, 2022 and May 10, 2022 I received more emails requesting payment for the balance of my backpack. I emailed their customer service on May 11, 2022 explaining I had already paid my balance. Later on the 11th, I received 2 emails. 1 email contained tracking information stating my package was on its way, the 2nd email was from their customer service stating the duplicate emails were sent in error and my package would be shipped the next day.As of May 22nd, I still had not received the package and upon checking the tracking - **** shows "Pre-Shipment Info Sent to ****, **** Awaiting Item." This day was my first attempt to contact Collection Lounge via email to find out the status of my order. I have since made multiple phone calls, left voicemails with my name, contact number, and order number, and sent additional emails with no response.Initial Complaint
07/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Placed order and confirmed on June 16,2022 Order arrived on June 27, 2022, however the item in the box was not what I ordered and not what was on the included invoice.I have sent several emails regarding this matter to ************************************ I have called and left VM, I have sent FB messages and IG messages.I am really concerned that a business would ignore a customer when they are at fault for the incorrect item being delivered.I would really like to be acknowledged as a valued customer as I did enjoy their store offerings. I need for them to send the original ordered item to me at no charge ASAP. This was what my son wanted to give his dad for fathers day and we have been patiently waiting to be contacted with no results.Initial Complaint
07/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In December 2021, my boyfriend bought me a Loungefly backpack with ears set for over $100 ($100+$9.95 shipping) from Collection Lounge.The backpack came with a dust bag from Collection Lounge. Because I received it after Christmas and it is a Christmas backpack, I have not used it. I stored it in the dust bag that they supplied and now it is all stained and I am very upset. I havent even used the bag and it looks terrible. I have tried to contact Collection Lounge several times and they have not responded at all and it seems they do not respond to any of their customers as there are many disgruntled comments on their Instagram page. I just want my bag replaced. Especially since they still have it in stock and on sale. However, because I cant get ahold of them, I dont know what to do. Please help me get in contact with them or I would appreciate a replacement of my bag from Loungefly.Initial Complaint
06/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I am filing a complaint against Collection Lounge due to their lack of providing the purchased product and lack of communication and costumer service. I have been trying to contact them for months regarding an order that I placed originally back on August 03, 2021. Today is June 20, 2022 and I have yet to receive my order and have given up tying to reach out for a refund of my $148.00 to them directly. I have called with no answer and left messages, e-mailed, and messaged them on Instagram multiple times with all but one response on this order as if I was being ignored. The one time they answered my call they said they would ship out a replacement for apparently my package was sent back to sender to their location in Carbondale, IL (which never happens with any other stores or small shops and I primarily shop online) and that was back on April 28, 2022. The tracking they attached to the apparent replacement from April still says awaiting shipment. I understood that this item was a pre-order thus why I waited so patiently for my items to arrive, but these items have been in stock since February of 2022 and I am officially out of patience and consider myself being scammed here. I also am apart of a few Loungefly pages on Facebook in which I expressed my concerns regarding Collection Lounge and many people have also expressed their concerning experiences with this shop and their lack of receiving products or adequate costumer service. Thank you for your time.Business response
07/19/2022
Hi,
I'm not sure what happened as this order was already marked as delivered on our ends and this is the first that we heard of this issue. We didn't see or receive any notice from the customer so I'm not sure how they were trying to reach out. However we have since spoken to the customer directly and she stated that she did not receive her items. Since it's been past 3 months we are unable to confirm with USPS as they erase the delivery data every 3 months, due to this we canceled and refunded her order. Please let me know if you need any additional information from us. Thank you so much and have a great day!
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Customer Complaints Summary
7 total complaints in the last 3 years.
0 complaints closed in the last 12 months.