ComplaintsforVera Bradley Designs Inc.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 beach towels and a blanket from **** Bradley. Order #VBUSA4079069. I returned the order and never received a refund. The items were received back to **** Bradley on 3/13/2023 tracking # 1z*****************

  

  Business response

  05/05/2023

  Hi *****,

  Thank you for reaching out to **** Bradley through the Better Business Bureau.  I wanted to follow up with you regarding this situation.  I know you have been working through **************** for several weeks.  Unfortunately, you returned non-**** Bradley merchandise and we are unable to process the credit.  I can see that you were notified by our Quality team on March 14th regarding the incorrect items that were returned to us.

  We noted that you disputed the charge with PayPal on March 20th.  Unfortunately at this point, we are unable to do anything with the dispute pending and without receiving the **** Bradley items.  

  Please let us know if you can find the original items purchased and we will be happy to issue the credit.

  Best regards,

  *****

   

  3/3/3023 - order VBUSA4079117 
  Beach Towel : Turtle Dream
  Oversized Beach Towel : Turtle Dream
  Plush Throw Blanket : Turtle Dream
  
  3/3/2023  - order VBUSA4079069 
  Large Travel Duffel / Large Travel Duffel :Turtle Dream
  Beach Cosmetic / Beach Cosmetic : Turtle Dream
  Weekender Travel Bag / Weekender Travel Bag :Turtle Dream
  
  Two returns, RA40791171 and RA40790691 set up by ***** on 3/8/2023. Both of these Return Orders were cancelled by our ****************** due to the items received being Non **** Bradley merchandise. 
  
  1Z4390049091323601 - RA40791171 
  1Z4390049097668747 - RA40790691

   

   

  Customer response

  05/05/2023

   I am rejecting this response because:
  
  Thank you for responding. Like I have mentioned in many communications with **** Bradley, the items they claim I returned were not mine. In addition to filing a complaint with the BBB, I also filed a dispute with ******* ****** resolved the case in my favor and the money has been refunded to my card. 
  

  thank you! 

• Initial Complaint

  02/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Dec.23, I purchased a travel duffle at the ************** location in ******* *******. I was unsure about measurements to use as a carry on, and two associates assisting me stated that the bag was indeed the correct measurements for most major airlines. The one even pulled out a laminated card that I assumed had all the bags measurements from the store and said yes, its not a personal item size, its carry-on compliant though. I spend $140 on the duffle. Turns out, its not compliant with any airline. I emailed **** around 1/10/23 and received and email back stating that their website does not have that bag being marked as compliant, and all airlines vary on size compatibility. They offered a $15 voucher for a $140 bag that I cant return because I used it on a cruise the day that I bought it. I just want my money back. The associate working the store used a measurement card to assure me the bag was compliant. They are in a heavy traffic area of tourism. **** is basically saying its my fault for not checking their site before purchasing a bag that I was buying in a store with trained associates. The woman even made the comment that I was going to fill it with souvenirs to fly home with and tried to sell me a larger, more expensive one! I emailed them a response back on 1/15/23 and gave not been reached out to since.

  

  Business response

  02/07/2023

  I am so sorry that you were unable to carry on your **** Bradley duffel on your last trip!  Many flights do allow our duffels to be used as carry on; in fact, I purchased my first duffel in **** and have used it as carry on many times.   There are so many airlines with a variety of regulations from carry-on to personal items and it seems to be ever changing.  While we do our best to stay updated on the airlines requirements, we always recommend that customers check with their airline to ensure the bag youve chosen is within their regulations for the aircraft in which you are flying.
  However, that being said, If you would like to send your duffel back, I will issue you a pre-paid label for the return and once received will issue a credit be to you.  Please be sure to include your original receipt with your item. 
  

  Customer response

  02/08/2023

   I am rejecting this response because:
  
  I no longer have the receipts as this was purchased on Dec. 23rd, 2023.   Many airline carryon sizes are similar.  This isnt even close to the size they accept at a majority of the major airlines, as I learned after purchase and trying to go home.  I think the stores measurement cards should be updated then if this is the case. Customers purchasing luggage in a tourist area asking representatives for advice should be given accurate information.  I believe I was told what they wanted me to hear to get a sale.  I was very specific about the requirements that I needed for this bag to be purchased.  Thank you.

  

  Business response

  02/14/2023

  Hi ******, Again, I sincerely apologize that you were unable to use your **** Bradley Duffel as a carry on item on your flight.  I do know that I have personally carried my Duffel on many flights over the years.  I checked with the Store and they do advise customers to check with their airline for carry on specific guidelines prior to the flight.  We were able to find the receipt, so if you would like to send it back to us, we can issue an electronic gift card.  The Duffel was ****** plus 6.5 % sales tax = 149.10.  Does that sound correct?  It looks like you use three different forms of payment, so the electronic gift card is the best option.  Please let us know what you would like to do.  Best regards!

  Customer response

  02/14/2023

   I am rejecting this response because:
  
  It seems like the finger pointing is ongoing.  That was not what I was advised when I purchased the bag at the store.  I would not have purchased it had I been told that  it was not complaint.  I have stated in my previous responses what I was told by the associates. These responses keep reiterating that its my fault even though I asked the associated who have laminated dimension cards at their disposal.  I paid for my bag using my ****** gift cards that I received as Christmas gifts.  I do not wish to purchase another travel bag from **** Bradley.  If I ever do purchase from this company again, Ill stick to backpacks for my child. But after the lack of accepting the fault of their own associates and blaming the customer, Im put  off by this experience completely with this company. 

  

  Business response

  02/21/2023

  I am so sorry we were not able to come to an agreement.  If you change your mind, please let me know.  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed two separate **** bradley orders. The company took the money out my account for both orders. I never got a confirmation for the first order. I called them and they found the order and said it was processing. They kept me on the line forever. Then they waited until their online customer service department closed and sent me a order cancellation for one of the two orders but they continue to process money out my account.They need to refund my money for both orders, issue an apology, and a discount for the deals that I had in which i took a picture of it all. My bank will also be contacted by this fraudulent company.

  

  Business response

  12/14/2022

  Hi ******,
  I am so sorry that you had a bad experience with your order.  As far as charges on your account, we do not take any funds from your account until the order ships.  There may be a hold on funds by your bank, but we cannot take the payment until the order ships out of our facility.
  I reviewed your situation and can see that your order VBUSA******* was missing an item due to the tape coming off the box during transit.  The other items in the box did arrive safely.  ****** did send the item and even replaced all of the items for you due to the fact that the box had come open during transit and you felt the items that did arrive could be soiled.  ****** also provided you with a $100 appeasement back to your **** ending in **** for the inconvenience. 
  On Monday, 12/12, you requested a prepaid shipping label to send all of the items (the original order and the replacement order) back for a credit.  At this point, Im not sure if there is anything else we can do to help.
  I am so sorry your order did not work out.  Hopefully, your next order will be better.
  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Last year I purchased a **** Bradley set of luggages. On the way back home the pull handle jammed. I sent the suite case back and VB took it back. The company replaced this suitcase and I was fine with this. This year September I traveled again. I noticed the handle on the side would slip out Finally, I was on the way home. The handle broke on the side. I am done! I do not want another suitcase. I would rather have the money back. My son helped me pay for the suitcase. I understand VB policy about returns. Please dont put me in this category. I want the money. We misplaced the receipt. I am really sorry about this, If I could get the money this will give me opportunity to purchase a luggage in another store. I want the money back. Please keep in mind, this is the second time I have had this problem. This is not about an ordinary case, this is an odd situation am sure. Nevertheless I should get the money back.

  

  Business response

  11/15/2022

  Hi ********,

  I am so sorry to hear that your luggage has not held up as we would expect.  We take a great deal of pride in our products and this is not the experience we want our customer to have with our products.  I looked into your situation and we had noted that you received the item as a gift from her son for Christmas 2021.   The Luggage repair team repaired and returned it to you previously.  This time, our Quality team did refund the cost of the ************ tax on a gift card on October 27th.  Quality also included an additional $18.00 toward shipping costs for you.  The total was $423.72.  Please let me know if you have any additional questions.  

  We do hope you will give us another chance and are able to find another **** Bradley item or items in the future.

  Best regards,

  *****

  Customer response

  11/16/2022

   I am rejecting this response because: Yes! This is the whole reason for my filing this claim with the BBB. The luggage was replaced before. The handle jammed. I used it for a trip and this was the second time I had used it. So when I filed this claim VB replaced the luggage. This time as stated in my initial claim I am truly tired of dealing with this. The handle broke with just the third use. Yes this was a gift. I was given a gift card which I do appreciate but I need luggage to travel back and forth to take care of my critically ill nephew. He has too many medical issues for my luggage to be center stage right now. I cannot rely on this luggage. I need reliable durable luggage and VB has not delivered it for the second time. I want the refund in a check or some other form so I can purchase a very needed piece of luggage that can hold up at these busy airports. I am sure if you were in my position you would want the same. This is not a sanction against VB this is a quality issue that you guys need to solve but not at my expense or inconvenience. Please do the right thing. 
  
  
  
  
  

  
  

  

  Business response

  11/28/2022

  Hi ********,

  I wanted to make sure you are all set and happy with the outcome.  I know you have been working with *********  We apologize that your luggage did not hold up as expected. 

  Best regards,

  *****

  Customer response

  11/30/2022

   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.

  
  

  Thank you.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a couple of orders and this business will probably never get my business again I assume the people working here or either subconsciously prejudice or just hate their job I called the store asking for a certain pattern. The lady there was not helpful. She basically was condescending asking me what bag that I have a white bag that I want so I called customer service asking if they had like any discounts available because I bought a previous bag that I had got damaged and they were saying that the discount offer was too old because it was only 10 days away and she kind of laughed at me so I feel some type away with this company because the two individuals that I have dealt with even with the online chat is very very unhelpful but the work didnt know each other so they act the same way, so I believe its coming from the top the way, the employees are acting my order numbers are ************ ************ ************ I like these patterns but the people not so

   

  

  Business response

  09/19/2022

  Hi ********,

  I am so sorry that you have had a bad experience with your orders.  I did some research and I want to make sure I understand the chain of events.  On 9/4, you purchased the Campus Backpack in Black Bandana Medallion. On 9/14, you called to let us know that it was dirty due to shipping and we sent a replacement on order SO-********* with Next Day Air expedited shipping. The next day on 9/15, we set up a return for the original soiled backpack so she could send it back without a cost.  
  
  I can see that you called again on Friday, 9/16, because you wanted to return the second backpack that was sent as a replacement to the original soiled item. 

  On 9/16, you also requested the 30% off Labor Day Sale pricing honored for another purchase; however, the sale ended on 9/5.  I can see that the ******** Services Representative you spoke to provided a 15% promotional code toward your next purchase.

  We still have the open return for the first Backpack you received.  Did you want to return both the original backpack and the replacement backpack?  We are happy to help if you no longer want either backpack.   

  Best regards!

• Initial Complaint

  05/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #: VBUSA3271920 Order date: May 21, 2022 I placed an order for a Star Wars Blanket and a tote bag totaling $90.10. On May 28th I received 1 item in the mail that was a different blanket than the one I ordered and no tote bag.I reached out to **** Bradley and they said there was a mistake and the blanket I wanted was out of stock. I asked why I did not receive an email stating that the item I order/wanted was out of stock that way no money would have left my account and she said that the two items are similarly named and maybe someone mistakenly picked the wrong item for my order. She stated the only thing I could do was return the blanket the wrong blanket I got for a refund in 3-7 days or keep the wrong blanket for full price. Now I do not get the blanket that I had very excitedly ordered due to someone mistakenly giving me the wrong order, I need to repackage this wrong blanket find a printer to print a label and return the WRONG blanket and on top of all of this the tote bag I order has still not arrived and seems to be lost in the mail.

  

  Business response

  06/10/2022

  Hi *******,

  I am so sorry about your experience when you ordered the **** **** blanket.  I have tried to reach out to you twice (6/3 and 6/9) to see if we could come up with an alternative solution - maybe another item in the **** **** line.  Unfortunately the item is sold out and we no longer have any inventory in our Stores or Online.  I have also reached out to our ****************** to see if there could be a blanket somewhere we could send you.  I would love to chat with you to work through this.

  Best regards,

  *****

  Customer response

  06/13/2022

   I am rejecting this response because: Hello, I have not received a call that I am aware of if you could reach out to me at ************ that might me a better way to reach me... I would like to resolve this as well I have not looked at any of the other products in the ******** line The blanket was my biggest want. 
  
  
  

  

  Business response

  06/28/2022

  Hello, I spoke to ********************** about two weeks ago and we reached a resolution.  Again, we are very sorry that the original experience.  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  . Ordered wallet Nov 17. Paid by my bank Nov 17. Advised by company it couldnt be shipped until paid. Sent proof of payment and was advised on 10/18 was being processed..as of today 12/3 I still have not received notice it has shipped or a tracking number ******

  

  Business response

  12/06/2021

  Hi ******, I am sorry you have had such a poor experience.  I tried to find your order by your name, email address and phone number you provided to the BBB; however, I do not see it.  Could you provide the order number when you have a moment?  It should begin with VBUSA.

  We will definitely figure this out!

  Best regards,

  *****

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 31 I received a suitcase from **** Bradley that I purchased. When it came I realized I should have gotten a larger one so I looked on the website found a larger one and ordered it. I then looked on the website to see how to return the smaller one. I printed out the shipping label followed the directions that **** Bradley provided took it to the ***** drop off site that was on the email they sent with the shipping label. The drop off site was a *** Thumb. *** Thumb later texted me with the ***** tracking number. A number of weeks went by and I hadn't received my refund from **** Bradley so I called them and they said they had not received the suitcase. I called *** Thumb to see if all the packages had been sent out and they said they had. I waited a few more weeks and contacted **** Bradley again and they said they hadn't received it. **** Bradley refuses to refund me for the suitcase because they haven't received it and it appears that the carrier has lost the package. The carrier won't do anything, since **** Bradley was the paying shipper.

  

  Business response

  11/16/2021

  We are so sorry that you had such a bad experience.  We have still not received the return (Rolling Luggage item) at our warehouse and the tracking number shows no movement; however, we were going to credit you even without the return.  Unfortunately, when we tried to process the return, it showed that the charge was disputed with the credit card company.  

  We did hear from our payment processing company today, Tuesday, November, 9th.  They stated that there is currently an open pre-arbitration for this dispute. That is why the refund option is blocked. They will accept this pre-arbitration and then we will have effectively refunded you.

  Please keep us posted if the luggage is returned at your address or if you have any issues with the refund.  

  Best regards,

  Susan 

• Initial Complaint

  08/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was shopping on VeraBradley.com and at the bottom of the page the heading came up that said Handpicked Just For You that had some items at a discounted rate. Under that was the heading You Might Also Like with more items at a discounted rate. I clicked on a bag under the first heading that said there were 7 patterns but it only showed the one pattern at the price of $27 so I put 2 in my cart. Then I put one out of the 2nd heading in my cart. When I went to check out the bags didnt reflect the prices shown on the page which I screenshotted. I called VB emailed them the pics I took and they emailed me back a $25 gift certificate and said they couldnt honor those prices. The difference in price for the 3 bags is $95. I have sent several more emails to VB which have gotten no response. This is unacceptable to me! I even have a friend that told me that she was on their site and saw one of the bags Im talking about for $27. I want them to honor the pricing they Handpicked Just For Me!

  

  Business response

  09/03/2021

  This customer has called and emailed **************** quite a few times.  We have explained that the screen shot she provided does not reflect the price of the item.  I have attached a screenshot of our internal pricing system showing the lowest price.  The **** (original price) of the item was never $47 as indicated on the customer's screenshot.  I have provided a screenshot of the item on our website.  Our Legal team is also working to close several "**** Bradley Imposter" websites down - screenshot provided.  The Large Travel Duffel is also for sale on some of the websites I looked at and I also provided a screenshot of that for your reference.  You can see that it is slightly different from our vb.com website.  If the customer orders from an imposter site, they will take payment and not receive any products, unfortunately.  These websites take some time to be removed from the *** and cause us many, many issues.

  We did apologies to the customer for the inconvenience provide her with a $25 **** Voucher toward her next purchase.  Unfortunately, the Large Travel Duffel she provided in the screenshot was never $45 marked down to $27.  (see screenshot of lowest price).

  If you need additional information, please let me know.  

  Customer response

  09/10/2021

   I am rejecting this response because:
  
  The screen shots I took clearly show the website I was on was verabradley.com not a fraudulent site. Everything works properly on the site. When I click on contact us it actually sends emails to the staff at **** Bradley so I had to have been on the actual **** Bradley website. I believe that they should honor the sale prices that came up on their site.

  Sincerely,

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

  
  

• Initial Complaint

  08/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have made purchases from VeraBradley.com in recent moths. I sent back unused/unopened merchandise for refund as per the merchants online return policy within 30 days. I used Shoprunner free return label. VeraBradley partner with Shoprunner and I am an active Shoprunner member. Due to this partnership, my items were sent to me by VB using Shoprunner shipping also. I sent back 5 items in one package. I was refunded for 2 out of 5 items. When I called, they would not explain why they would not refund the 3 remaining items. I spoke with ***** She could locate all 5 items returned. She said her supervisor will make a decision and send me an email confirmation. I have not received any email confirmation. My total refund amount should have been $ ******. They refunded me $ ***** only. I want this complaint to be settled with full refund. As per VB policy I sent back original receipts with the return.

  

  Business response

  08/11/2021

  Customer was credited on August 10th, 2021.  The situation was a little complicated because thecustomer returned  2 orders; using 2 different emails, but sent them allback in the same box. To further confuse returns she actually had purchased 2of the same item on each order.
  We processed all refunds for thecustomer yesterday for ******, so she should have emailed the customer. I dontknow why ****** would say her supervisor would make a decision.  That is not how the process would work. 

  Here is abreakdown.
  
  On email  **********************************
  VBUSA2287333  placed on 7/7 for $90.53. She ordered 4 items, and returned 2.
  Returns processed the return on 8/2
      RMA-076003 ReActive RFID Compact Crossbody : Blooms Shower
                                             RFIDWristlet / RFID Wristlet : Bedford Blooms
  Total Refund $55.91 refund backto Pay Pal
  
  
  On email *******************
  VBUSA2267903 placed on 7/7 for $  She ordered 4 items, and returned 3 of the 4
  Returns processed 2 RMA
  RMA-076000 returned: Medium Cosmetic : Felicity PaisleyPink
  RMA-075993 returned: RFID Accordion Wristlet : BedfordBlooms
                                                                           MiniCosmetic : Bedford Blooms
  Total Refund  $66.57 backto **** Card
  
  Please let me know f I can be offurther assistance.  Tamikas case was ******* for reference.  -*****

  Customer response

  08/12/2021

   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.

  
  

  Thank you.

*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. ↩