ComplaintsforAngel Jackets

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase from angel Jackets in January. It came in a plastic bag with no packing slip. I did not like the quality of the jacket and initiated a return online immediately .There was no address or instructions to make a return despite their claims online. I emailed the customer service several times and only received an AI response. It is very frustrating and a waste of my time. I am considering returning the jacket to an address that I found online at my own expense, but I fear because of the lack of response that I will lose the shipping as well as the cost of the coat. I read one of your other complaints from a customer in the same situation

  

  Business response

  03/09/2024

  Hi ****
  
  First of all, we are incredibly sorry that the parcel you purchased didn't turn out well as per your expectations
  
  Also, we would like to update you that our Customer Support Team is very friendly and helpful and takes great pride in serving our customers as per their preferences. We offer a hassle-free return process and have also found that within a few hours of receiving your request, we answered you with return details and since February 22 we have been waiting for your reply.
  
  In addition, your satisfaction is our top priority, which is why we have assigned this case to our very Customer Support Supervisor (***********************) and she also sent you an email containing the best solution for this matter. We will also assure you that she will remain in touch with you until you are satisfied with the solution to this matter.
  
  Once again, we sincerely apologize for the complications encountered. We hope that soon you will be able to share your kind response and allow us the pleasure of having you back as our happy and smiling Angel Jackets customer.
  
  Regards
  ******************** 

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Leather jacket online from the business "Angel Jackets" for a Christmas gift. I ordered a 2XL size and What I received a few days before Christmas is a faux leather jacket which in actuality was more like a size small. I went to a local business a bought a different jacket so I would have it for Christmas. Since the week following the holiday I have been trying to receive an address to return the jacket with no results. I have received an approval for them to return it but no other information. When I looked up the address on there website it is a store front only to send packages , of any kind not this business. There is no phone # in which to reach them and you can only chat with a bot on their website which only sends you to their return portal which gets you no where. I believe this company is a scam.

  

  Business response

  01/22/2024

  Hi ***********************,
  
  First of all, We are incredibly sorry that the parcel you purchased did not turn out well according to your needs
  

  We have seen that you placed the request for a Real Lambskin Leather Jacket and we have provided you with the delivery of your parcel by passing it through our Quality & Assurance Unit. We take our quality control process very seriously and we always ensure that the items we send out to our customers meet our high standards.

  At Angel Jackets, our dedication to outstanding customer service involves a detailed refund policy outlined on our website. Upon reviewing your situation, we noted that your return request was promptly processed with the necessary return details provided to you via email. It's possible that our emails may have been diverted to other folders due to domain restrictions, causing you to miss our previous responses.
  
  Consequently, ***********************, our Customer Support Supervisor, has been assigned to your case. She will provide a thorough response, including the return details, and will continue assisting you until you are completely satisfied. We apologize for any complications and are committed to earning back your trust.
  
  Your satisfaction remains our utmost priority, and we eagerly anticipate the opportunity to welcome you back to Angel Jackets as a contented customer.
  
  Best regards,
  ********************

  Customer response

  01/22/2024

   
  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

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction 12/9 Cost $179.00 I processed a return. Instead of a return they sent me another jacket. I cannot get through on phone. The address listed is not actual address. I called the number associated with address and was told this company is a scam. The owner of ****************** stated Angel Jackets is not listed at that address. At this time I now have a second jacket, no refund, and no way to get through to this fake company.

  

  Business response

  01/05/2024

  Hi ********,
  
  We sincerely apologize for any misunderstanding and inconvenience caused by your recent purchase. We regret your dissatisfaction with the return process and assure you that we will promptly and effectively address this matter.
  
  Our team has diligently examined the matter, and we can verify that you selected an exchange in return for your initial order. To expedite the resolution, ******, our customer support supervisor, is personally supervising your case.
  
  We place the utmost importance on ensuring your satisfaction as our valued customer. It is our unwavering commitment to deliver exceptional service and expedite the refund process in a timely manner.
  
  Rest assured, ****** will actively correspond with you via email to address your concerns and provide you with the required refund details. Our main focus is to offer a solution that meets your satisfaction.
  
  Once again, we deeply apologize for any frustration caused, and we genuinely appreciate your understanding.
  
  Regards
  Angel Jackets

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased two jackets from Angel Jackets. Both arrived with horrendous orders. One was promptly refunded because the smell burned my nose. The other (as advised) was, unsuccessfully, allowed to air dry. When that didnt work it was sent to a professional leather cleaner in *******, **., who was not able to eliminate the smell. The jacket is beautiful but absolutely useless. Angel Jackets offered a discount on my next purchase but I am not willing to take another financial risk with this business. I am asking for an exchange or a full refund.

  

  Business response

  01/03/2024

  Hi ***********************
  
  We would like to express our sincerest apologies for the inconvenience caused by the parcel that you recently purchased from our company. It is with regret that we acknowledge your dissatisfaction with the product and will surely address this matter promptly and effectively.
  
  At Angel Jackets, our dedication to outstanding customer service involves a detailed refund policy outlined on our website. Upon reviewing your situation, we noted that our customer support representative promptly provided the necessary return details for both the received items. It's possible that our emails may have been diverted to other folders due to domain restrictions, causing you to miss our previous responses.
  
  Consequently, ***********************, our Customer Support Supervisor, has been assigned to your case. She will provide a thorough response, including the return details, and will continue assisting you until you are completely satisfied. We apologize for any complications and are committed to earning back your trust.
  
  Your satisfaction remains our utmost priority, and we eagerly anticipate the opportunity to welcome you back to Angel Jackets as a contented customer.
  
  Best regards,
  ********************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a jacket on 11/27/20223 and received it on 12/1/2023. Upon delivery, the jacket was damaged and requested to return the item (not exchange it) and be refunded. I returned the jacket with the *** shipping label received on 12/2/2023. On 12/4/2023, I received an email that a new jacket will be sent out despite not requesting a return and not exchange. There is no live customer support and the telephone number goes straight to a voicemail.

  

  Business response

  12/05/2023

  Hi *****,
  
  First of all, we sincerely apologize for the inconvenience and frustration you experienced with the jacket you received. We understand the importance of resolving this matter promptly and to your satisfaction.
  
  After examining your case, we recognize that your original request was for an exchange rather than a refund. We apologize for any confusion arising from the email stating a new jacket would be dispatched, which was sent upon confirming the exchange request. Please be assured that our customer support agent is actively working on providing you with the necessary refund details and confirmation as per your desire. Please expect an email from our team shortly with the necessary details.
  
  We understand the importance of effective communication, and we sincerely regret any difficulty you may have faced in reaching our live customer support. We are actively working to improve our support channels to better serve you in the future.
  
  Once again, we apologize for the complications you have experienced and we hope you will give us a chance to regain your trust and have you back at Angel Jackets as one of our happy and satisfied customers.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order yesterday. When I pushed submit it took me to a Grey page that said "go back: or "continue to site". It would not let me leave that page. I had to close browser. I never got my order number or a confirmation email. I emailed them and went through chat. The response I received through chat was that they did not have have any info on me placing oredr...based on my email. Here is the kicker, as soon as I pressed submit the money was taken right out my bank account. I know this because a text from my bank notified me. So they took my money but have no record of me placing an order.

  

  Business response

  11/10/2023

  Hi ********************,
  
  First and foremost, our hearts go out to you for the inconvenience you've experienced. Your feedback means the world to us, and we're committed to making things right as swiftly as possible.
  
  Upon careful examination, it has come to our attention that you interacted with *************** customer support representative, ***********************************. She guided you through the entire process, from order confirmation to the delivery of your order. We are pleased to note that, following the delivery, we have not received any complaints or concerns regarding the received item.
  
  To address any remaining issues, we have promptly escalated your case to our Customer Support Supervisor, ***********************. She will be reaching out to you shortly to gather details about any concerns you may have regarding the delivered item. Rest assured, ****** will assist you until a satisfactory resolution is achieved.

  Once again, we apologize for the complications you have experienced and we hope you will give us a chance to regain your trust and have you back at Angel Jackets as one of our happy and satisfied customers.
  
  Regards
  Angel Jackets
  

  Customer response

  11/10/2023

   
  Complaint: 20732455
  
  I am rejecting this response because: NO ONE guided me through any process. I only started getting email responses after I filed complaint with BBB!!! Before that I only received responses via messenger and that was days apart and between 2 and 5 am. I'm laying in bed w my fiance and I'm hearing ding from fb messenger at those hours. I ask that you not send and more through messenger and you ignored that request and even though I responded right away, I still wouldn't hear anything for days. The website said prime delivery and it took over two weeks!!! Don't try to come on BBB website after you messed my order up and had bad customer service and make it seem like you resolved the problem properly because you did not. Yes I eventually got my jacket but what I had to go through to get it, for you to act as if you did you job is ludicrous and I still NEVER received my 15 credit back to my account that I was told I would get for my inconvenience.  
  
  Sincerely,
  
  ********************

  

  Business response

  11/11/2023

  Hi *****,
  
  We sincerely apologize for the distress caused during your interaction with our messenger service. It deeply pains us to hear that you had to endure such an experience, and we understand how crucial it is to provide a seamless customer service.
  
  Your case has been elevated to the attention of ***********************, our dedicated customer support supervisor. ****** is currently meticulously reviewing all the details and conversations related to your case. Her primary goal is to reach out to you promptly with a resolution that not only satisfies your concerns but also provides concrete proof of the reimbursement process.
  
  We genuinely value your patronage, and it is our utmost priority to turn your negative experience into a positive one. ****** is committed to working closely with you until your case achieves a resolution that leaves you content and reassured. We kindly urge you to check your inbox for ******'s email and respond at your earliest convenience.
  
  Thank you for your patience and understanding. We are devoted to rectifying this situation and ensuring your satisfaction remains our top priority.
  
  Regards
  Angel Jackets

• Initial Complaint

  02/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Date November 28, 2022 Order #**** Women's ***** Hills Range Jacket $165.75 Ship Destination *********************** *********************************************************************** After this order was placed, I had no contact from Angel Jackets until I received an email on December 21, 2022 stating the item was shipped via DHL Express With Tracking #***********I received 2 emails on December 23, 2022, one with the same information as on December 21, 2022.The 2nd email that day stated the item was shipped via DHL Express with a different Tracking #***********On December 24, 2022, DHLs website was showing this item was in ******, ** on December 20, 2022 and showing delivery scheduled on December 22, 2022.On December 23, 2022, I called DHL to see when this would be delivered. The rep said she would put it in for delivery this same day. She also told me it was shipped signature required and someone would need to be here to sign for it. Later the same day, I checked tracking at DHL to see if it gave a time of delivery. It now showed that the item was delivered on December 20, 2022. The item was never delivered nor signed for at the shipping address listed above.I called DHL back on December 23, 2022 and spoke with customer service rep ****** He said he would open a case to see what happened and someone would contact me. On December 27, 2022, I received an email from DHL that they were unable to recover the package and I would need to file a claim with Angel Jackets. I have attempted to contact Angel Jackets numerous times via email and phone since this issue started. I have left messages and sent emails and have received no response.

  

  Business response

  02/13/2023

  Hi ***********************,
  
  we always believe that customer satisfaction is the key to a successful business, and we are unable to leave unhappy customers with any pending queries.We would like to inform you that we have checked the details in our database for the past 10 months and are unable to find any order with your email & name. We are also unhappy to inform you that with the above product name, we currently do not have any article available, and it is suggested to recheck the seller's name so you can resolve your case by contacting the correct seller.However, we can see that you were also responded by our supportive customer support representative (*********************************), who requested to share the invoice OR translation screenshot if you have placed an order with any other name and will also contact you again requesting the invoice and other order details.
  
  Therefore, we suggest you to respond the email with the requested details so we can resolve your case according to the available details.
  
  Regards,
  Angel Jackets

  Customer response

  02/13/2023

   
  Complaint: 18964659
  
  I am rejecting this response because.

  I have attached the original invoice from Angel Jackets dated November 28, 2023. I have also forwarded this to ********************************* at Angel Jackets. 

  This order was never received at my address which is the same as the shipping address. DHL responded to my inquiries that they could not recover this item and Angel Jackets would need to file a claim with them.

  At this point, I still have not received the merchandise or a refund of the $167.75 that was remitted to Angel Jackets.

  If the invoice that is attached is not from Angel Jackets and fraudulent, I need confirmation of that so I can submit that information to my credit card company.

  I initiated a charge back, and someone from Angel Jackets submitted a delivery confirmation to the cc company. I attempted on numerous occasions to reach Angel Jackets to no avail.

  The email today (2-13-23) from Angel Jackets (*********************************) is the 1st contact that I have received from them since 12-24-23 when I received a shipping update from them.

  I have called and left messages numerous times for a return call. They have never reached out to me.

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

  

  Business response

  02/15/2023

  Hi ***********************,
  
  As you can see as per our previous commitment, our CSR (***********************************) contacted you via email to resolve this case, but unfortunately, the provided invoice by you doesn't belong to Angel Jackets, and all the attachments, including the website link and an invoice (Sample), have been shared with you via email which confirms that our order number contains (8 digits) and starts from (2*******).
  
  Furthermore, I always believe that customer satisfaction is the key to a successful business, and we are unable to leave unhappy customers with any pending queries. Therefore, it is requested to check both websites for clearance, with which you will get the idea of the correct seller, and you will be able to raise your query with them to resolve this case timely. Along with that, I suggest you to response the emails and continue your conversation with our CSR you can also ask for any additional details required to find the correct seller.
  
  
  Regards
  Angel Jackets

• Initial Complaint

  01/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a coat on January 1, 2023. I received it promptly, but it was the wrong size and I wish to exchange it. I have sent multiple messages on the customer return portal asking where to ship the jacket to exchange it, but I have received no replies. Now I am 25 days out from the order and Im stuck with a jacket that I cannot wear because it does not fit. They have a 30 day return policy. I am livid, as this was not a cheap jacket.

  

  Business response

  01/27/2023

  Hi ***************************,
  
  First of all, I am extremely sorry that the parcel you placed did not fit well as per your needs.
  
  Having reviewed all the conversations, I found that we have given you a free return label on your first exchange request in order to make the process of exchange as smooth as possible, and we are still waiting for your response to our previous emails, which you might have missed or it might have been reflected in your Junk or Spam folder.
  
  The satisfaction of our customers always remains our utmost priority, and we cannot put anything on top of that when they are unhappy with the services/products received from us. Therefore, on a priority basis, I have re-assigned this case to our very cooperative Customer Support Supervisor (***********************), and you will also receive her response soon that contains the best solution to this problem along with a Prepaid return label and will remain with you until the solution of this matter.
  
  Once again, I apologize for the complications you have experienced, and I hope you will give us a chance to regain your trust and have you back at Angel Jackets as one of our happy and satisfied customers.
  
  Regards,
  Angel Jackets

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a vest on Jan 10th from Angel Jackets. The order was received on Jan 13th. I received a leather jacket instead of a vest. I have placed at least 6 emails since Jan 13th and 1 phone call to try to return jacket and get a refund. No response to any communication how how to return. Today is Jan 18th.

  

  Business response

  01/30/2023

  Hi *******************
  
  First of all, I apologize for the hassles you have encountered.
  
  Additionally, I have reviewed all the conversations and found that we have given you a free return label in order to make the process of returning as smooth as possible, also in the last *********************************************************************************************** light of this, I would recommend to re-check your inbox since you might have missed our earlier refund confirmation emails, or they are likely to have ended up in your Junk, Spam or any other folder associated with your email id.
  
  However, on a priority basis, I have re-assigned this case to our very cooperative Customer Support Supervisor (***********************), and she is also going to send you an email again containing the above said details and will also assure you that she will be connected with you until the solution of this matter.
  
  Once again, I apologize for the complications you have experienced and I hope you will give us a chance to regain your trust and have you back at Angel Jackets as one of our happy and satisfied customers.
  
  Regards,
  Angel Jackets

  Customer response

  01/31/2023

   
  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,
  
  *******************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a jacket on 12/12/22 (Order #********) jacket did not fit,requested a refund was sent a return label. Sent jacket back in on 12/17/22 in perfect condition they acknowledged receiving jacket back said my money will be returned back to the same as purchased in 3-5 days. Still have not returned my money!

  

  Business response

  01/18/2023

  Hi *************************,
  
  First of all, I am extremely sorry that the parcel you placed did not fit well as per your needs.
  
  Having reviewed all the conversations, I found that we have given you a free return label in order to make the process of returning as smooth as possible. Within a few days of receiving it, we started the refund process, and our Customer Support Team supervisor also provided you with proof of the refund last week of December.
  
  The satisfaction of our customers always remains our utmost priority and we cannot put anything on top of that when they are unhappy with the services/products received from us. Therefore, on a priority basis, I have re-assigned this case to our very cooperative Customer Support Supervisor (***********************), and you will also receive her response soon that contains the best solution to this problem and will remain with you until the solution of this matter.
  
  Once again, I apologize for the complications you have experienced and I hope you will give us a chance to regain your trust and have you back at Angel Jackets as one of our happy and satisfied customers.
  
  Regards,
  Angel Jackets

  Customer response

  01/18/2023

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

*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. ↩