ComplaintsforShopSimon

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Am Vidya sagar and this is regarding my Order# SPO271334038. I ordered items from Shop Premium Outlet and i got the tracking number ************. On tracing the tracking number, it showed delivered with the Photo attached to the delivery confirmation. The Photo in the delivery confirmation is NOT my apartment and I did not receive the package yet. Also my package is not available in my neighbor place too.I emailed to SPO customer service for 4 times, asking them to file the claim with ****** But each time they are closing the case, without reading my content. It is very much frustrating. I paid for the product, but i didn't receive the items.SPO customer service is not helpful. Also SPO contact number is not reachable always. It is extremely difficult to contact anyone in Customer service.Date of Transaction: Aug 12, 2024 Amount Paid: $67.67 Nature of dispute: Item not delivered. Missing package.

  Business response

  09/12/2024

  I hope youre having a fantastic day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us!
  
  Im reaching out on behalf of our CEO, *********************, who genuinely appreciates your input and wants to make sure we address any concerns you might have.
  
  Im really sorry to hear that your experience with our service didnt meet your expectations. We always aim to provide the best support possible, and its disappointing to know we missed the **** this time. Online shopping should be a joy, and I completely understand how frustrating and stressful this situation has been for you. Please accept my heartfelt apologies.
  
  The good news is that weve processed a full refund for your order! You can expect to see that amount reflected in your account within 3-5 business days.

  Customer response

  09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Vidya *****************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've bought several products from shop premium outlets, and all their products fall apart after minimal use. They're terrible with warranties and their policies are downright outrageous.

  Business response

  09/03/2024

  I hope you're having a fantastic day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback means the world to us, and we truly appreciate the time you took to provide it. Our wonderful CEO, *********************, has asked me to reach out to you personally. He really values your input and wants to ensure that any concerns you have are taken care of.
  
  Im truly sorry to hear that you faced any inconvenience or disappointment with our service or your order. We always strive to provide the best support to our customers, and its truly disheartening to know we didnt meet your expectations.
  
  Id love to help you with the issue regarding your order! Could you please share a few more details, like the order ID and the item that was affected? So far, Ive only been able to find one order linked to your email address that was placed in October 2023.
  
  Thank you so much for your cooperation!

  Customer response

  09/03/2024

  The order from october 2023 is correct
  

   

  Customer response

  09/03/2024

  The order from october 2023 is correct
  

   

  Business response

  09/06/2024

  
  Im sincere  sorry to hear that your ************ AEROREADY Designed for Movement Shorts got damaged after minimal use. I completely understand how disappointing that must be, as we would expect your purchase to last longer! Please know that you are a valued customer, and were here to make things right. Weve gone ahead and fully refunded your order as a special exception to our 30-day return policy.
  
  At Shop Simon, we collaborate with individual retailers who set their own pricing, return, and shipping policies. ****** usually doesnt provide warranties on their items beyond 30 days.
  
  We truly hope youll give us another chance to exceed your expectations in the future! Thank you so much for your loyalty to Shop Premium Outlets!

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased shoes for daughter for school which started on 8/18/24. Order placed 8/12. Paid for guaranteed delivery which was a waste. Shipping label was created on 8/12. I received email from company stating item had shipped on 8/12. This was the ONLY email I received from the company. 6 days go by and my daughter doesn't have shoes for school. I am forced to spend money I wasn't prepared to spend on another pair of shoes, because the company failed to ship the shoes as stated. They were to arrive within 2-5 days after being shipped, which would have been the 12th. I should have received the shoes before school started. This business doesn't email customers with accurate information. They do not ship items when they say they will. They lose packages and then miraculously find them and ship them late OR don't intend to ship them and hope you forget you bought an item and they take you for your money. You are a big enough company that if the sellers using your name to sell their products aren't doing what is right by the customers, you need to make it right or you are only making a bad name for yourself. AGAIN, I paid for guaranteed shipping. I wasn't provided that guarantee when I was emailed by your company stating the item had been shipped on 8/12 when in fact that was a lie. I would have received it by 8/17. It is now 8/20 and have yet to receive my daughter's shoes. If you are going to provide a service, ACTUALLY PROVIDE THE SERVICE OR CLOSE YOUR BUSINESS.

  Business response

  08/26/2024

  I hope you're having a fantastic day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback means the world to us, and we truly appreciate the time you took to provide it. Our CEO, *********************, has asked me to reach out to you personally because he genuinely values your input and wants to ensure that any concerns you have are taken care of.
  
  Im really sorry to hear if you faced any inconvenience or disappointment with our service or your order. We always strive to provide the best support to our customers, and its truly disheartening to know we didnt meet your expectations.
  
  I understand how frustrating it must be regarding the PUMA Men's Star Vital Refresh Running Shoes. Its always exciting to find the perfect back-to-school shoes for your daughter, and I can imagine how disappointing it was to run into an issue like this.
  
  Upon reviewing your order, I see that the tracking indicates your order was delivered. Could you please confirm if your daughter's shoes have arrived? If they havent, I would be more than happy to make things right for you! Please remember that you are a valued customer at **************, and we hope to have the opportunity to exceed your expectations in the future.

  Customer response

  08/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  The shoes were delivered. But, you seem to be missing the BIG picture here. Look at the evidence I have provided. As you can see, the email I have provided shows that it was stated the item shipped on 8/12 which was not the case. If that were the case, my child would have received the item in time for school to start and it would have prevented me from having to purchase a different pair of shoes for her to start school. The fact that the item WAS received ISN'T the issue. THE ISSUE IS THE **** DIDN'T REACH US AS STATED. I PAID FOR GUARANTEED DELIVERY. I DID NOT RECEIVE **** BY THE DATE ACCORDING TO THE ***** SENT DIRECTLY FROM YOU. THIS IS MISREPRESENTATION. A LIE. YOUR COMPANY LIED AND SENT FALSE INFORMATION AND I HAVE PROOF OF THAT INFORMATION IN THE FORM OF AN *****.
  FAQ
  
  Regards,

  ** ****

   

   

  Business response

  09/06/2024

  I truly appreciate your understanding, and I'm here to help to make this right! I completely understand how important it was for your daughter's shoes to arrive on time for the new school year, and I would feel just as frustrated in this case. I am so sorry that we let you down. You are a valued customer at **************, and were excited to make things right for you! 
  
  As a gesture of our apology, wed love to offer you a partial discount of $15.00. Your time, patience, and understanding mean the world to us, and we hope to exceed your expectations in the future!
  
  Would you like to accept the discount? Let us know, and Ill get that refunded to you right away. Thank you once again for your time! I am sincerely sorry again for any inconvenience this issue has caused. We hope you will give us a chance to surpass your expectations in the future! 

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I wrote an email and never received a response. I am writing regarding order SPO269274638. My name is *************************. I was supposed to get these boots today and noticed on the tracking that the photo attached to the delivery confirmation is not my porch and I did not receive this package. Im not even sure if this is anyone on my streets house.

  Business response

  08/16/2024

  I hope you're having a fantastic day! I wanted to take a moment to thank you for sharing your experience with us. Your feedback means a lot to us, and we truly appreciate the time you took to provide it. Our CEO, *********************, has asked me to respond to you personally. He genuinely values your input and wants to ensure that any concerns you have are addressed.
  
  I'm really sorry if you faced any inconvenience or disappointment with our service or your order. We always strive to offer top-notch support to our customers, and it's disheartening to hear that we didn't meet your expectations.
  
  Im truly sorry to hear that you did not receive your order. I understand how exciting it is to find something you love from our site, only to encounter a setback like this. To avoid inconveniencing you any further, we have gone ahead and refunded you for the full amount of the order. You can expect this amount to reflect on your bank statement within 3-5 business days.
  
  Thank you so much for your time, patience, and understanding. You are a valued customer with **************, and we look forward to exceeding your expectations in the future.

  Customer response

  08/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dress that was final sale on May 8th 2024. I understand that items are final sale, however, I was sent a damaged dress with a hole in it. I sent in pictures. The company refuses to let me return it or get a refund. All I am seeking is a refund for the damaged dress. I am happy to mail it back. Let me know if you need higher quality images. Thank you for your time.

  Business response

  08/16/2024

  I hope you're having a fantastic day! I wanted to take a moment to thank you for sharing your experience with us. Your feedback means a lot to us, and we truly appreciate the time you took to provide it. Our CEO, *********************, has asked me to respond to you personally. He genuinely values your input and wants to ensure that any concerns you have are addressed.
  
  I'm really sorry if you faced any inconvenience or disappointment with our service or your order. We always strive to offer top-notch support to our customers, and it's disheartening to hear that we didn't meet your expectations.
  
  Im truly sorry to hear that you received a damaged item.  I understand how exciting it is to receive something you love from our site, only to encounter a setback like this. To avoid inconveniencing you any further, we have gone ahead and refunded you for the full amount of the order. You can expect this amount to reflect on your bank statement within 3-5 business days. Please feel free to dispose of or donate the item as you see fit.
  
  Thank you so much for your time, patience, and understanding. You are a valued customer with **************, and we look forward to exceeding your expectations in the future.

• Initial Complaint

  08/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered SPO261603338 on July 28, 2024 for my wife. Received the item on August 02, 2024. Contacted company the same day as soon as the package was received. Item was purchased as final sale, but ordered a size 12 and received a size 11 instead. Emailed the company and provided photos as proof. Asked for what was ordered or a full refund. Ever since then they have just continuously responded asking for more and more business days. It is approaching two weeks without resolution soon. Order total was ***** since a ***** discount from rewards was utilized. Asked for the issue to be refunded or escalated because I am tired of waiting additional business days every email . Would not currently recommend this experience to others...their customer service has been so unhelpful.

  Business response

  08/16/2024

  I hope you're having a fantastic day! I wanted to take a moment to thank you for sharing your experience with us. Your feedback means a lot to us, and we truly appreciate the time you took to provide it. Our CEO, *********************, has asked me to respond to you personally. He genuinely values your input and wants to ensure that any concerns you have are addressed.
  
  I'm really sorry if you faced any inconvenience or disappointment with our service or your order. We always strive to offer top-notch support to our customers, and it's disheartening to hear that we didn't meet your expectations.
  
  Im truly sorry to hear that you received the wrong sized item. I understand how exciting it is to receive something you love from our site, only to encounter a setback like this. To avoid inconveniencing you any further, we have gone ahead and refunded you for the full amount of the order. You can expect this amount to reflect on your bank statement within 3-5 business days. Please feel free to dispose of or donate the item as you see fit.
  
  Thank you so much for your time, patience, and understanding. You are a valued customer with **************, and we look forward to exceeding your expectations in the future.

  Customer response

  08/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 29th I received a damaged handbag and reported it with phontos within minutes of opening the package. The posting for the ********************************* ***** Handbag said new. I received a damaged and used handbag. See photos. I reported to the SHOP PO and sent photos, and they said they checked with the shop, which says the item was new and has denied my claim. The bag is damaged. The tags were not attached, and it was shipped in a Mylar envelope (instead of a box) and taped so tightly that the bag is now ruined, and the leather is buckled. I am extremely disappointed. All I want is a prepaid label so I can return it and get a full refund. I bought this as a gift for my daughter, expecting a new bag AS Pictured in the posting. Instead, I received a damaged one.

  Business response

  08/16/2024

  I hope you're having a fantastic day! I wanted to take a moment to thank you for sharing your experience with us. Your feedback means a lot to us, and we truly appreciate the time you took to provide it. Our CEO, *********************, has asked me to respond to you personally. He genuinely values your input and wants to ensure that any concerns you have are addressed.
  
  I'm really sorry if you faced any inconvenience or disappointment with our service or your order. We always strive to offer top-notch support to our customers, and it's disheartening to hear that we didn't meet your expectations.
  
  Im truly sorry to hear about the issue with your damaged handbag. It must have been quite disappointing to discover the item was damaged. I understand how exciting it is to receive something you love from our site, only to encounter a setback like this. Upon review, I see we were able to approve your return, and it arrived back to our retailer on 8/9/24. You can expect your refund to reflect within 7 days of delivery back to our retailer.
  
  Thank you so much for your time, patience, and understanding. You are a valued customer with **************, and we look forward to exceeding your expectations in the future.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been emailing customer service for. Week for my refund for returning order #SPO247336938 and its like talking to a machine! They keep insisting they refunded the full order on 7/9 which is NOT true. I have returned the dress almost 2 weeks ago with no refund yet! I paid ***** which should be refunded.

  Customer response

  08/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/10/24, I ordered a dress for my daughter. It was listed as a new garment at a sale price. There was no indication anywhere in the listing that the garment was stained and damaged. I would not have purchased it. When we received the new dress, it had a huge ***** stain on it. We immediately contacted SPO to complain and send photos and ask for a refund and a shipping label. They have refused, shoving the issue back on the retailer of the item. Retailer offered 10% off the stained dirty item. We dont want to keep a filthy stained dress. This was a gross misrepresentation of an item for sale. Fraud by both SPO and the retailer.

  Business response

  08/16/2024

  
  I hope you're having a fantastic day! I wanted to take a moment to thank you for sharing your experience with us. Your feedback means the world to us, and we truly appreciate the time you took to provide it. Our CEO, *********************, has asked me to respond to you personally. He genuinely values your input and wants to ensure that any concerns you have are taken care of.
  
  I'm really sorry to hear that you experienced any inconvenience or disappointment with our service or your order. We always strive to offer top-notch support to our customers, and it's disheartening to hear that we didn't meet your expectations.
  
  I see that we issued a return label for the damaged item and you have been fully refunded. If there's anything else we can help you with, please don't hesitate to reach out! Thank you so much for your time, patience, and understanding. You are a valued customer at **************.

  Customer response

  08/19/2024

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business in reference to complaint #********. While I appreciate that SPO finally did issue a refund, I did not appreciate the misrepresentation to begin with concerning the condition of the new item or the run-around that I got about trying to return the damaged item.  Work on your customer service, SPO.  I will never again shop with SPO after this ******, but I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  07/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have two items I PAID EXTRA for the option to return, that I have now been ghosted about. The partner company **** has a low quality integration and one associate only who is I'll equipped and under educated in basic thought comprehension.Neither party will own up to returning these and it's a breech of the purchaser agreement.

  Customer response

  07/19/2024

  I have not heard from the business in response to my complaint.

  Business response

  07/19/2024

  Hello Comfort,

  I hope you're having a wonderful day! I wanted to take a moment to thank you for sharing your experience with us. Your feedback means a lot to us, and we truly appreciate the time you took to provide it. Our CEO, *********************, has asked me to personally reach out to you. He values your input and wants to ensure that any concerns you have are taken care of.
  
  I'm sorry if you encountered any inconvenience or disappointment with our service or your order. We always strive to provide excellent support to our customers, so it's disheartening to hear that we didn't meet your expectations. I also apologize for any difficulties you faced in contacting ****. I understand how frustrating it can be to encounter issues after finding something you love on our site.
  
  Could you please let me know which item you would like to return from order number SPO250260538? Once I have this information, I will be able to assist you further by arranging a return label. Your patience, time, and loyalty mean a lot to us at Shop Premium Outlets, and we are grateful for the opportunity to resolve this matter.
  
  Thank you!

  Customer response

  07/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Will reject until refund issued.

  Here are the items: 

  ***** SNEAKERS OFF WHITE SUEDE - US 12 / Off White Suede 1
  $99.90

   

  Return: Final Sale $99.90
  ***** NYLON SNEAKERS DK TAUPE NYLON - US 12 / Dk Taupe Nylon 1
  
  Return: Final Sale $89.90

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Comfort

   

   

  Business response

  08/16/2024

  I hope you're having a fantastic day! I am sincerely sorry for the delay and am happy to assist. I have created a complimentary return label for your ***** SNEAKERS & ***** NYLON SNEAKERS. Additionally, I have added 1000 rewards points to your loyalty account, as an apology for all the frustration and in hopes you will give us a chance to surpass your expectations in the future. We thank you for your time, patience, and understanding. Please know you are a valued customer with **************.
  
  You should receive your return label within 24 hours to the email address associated with the order. If there is anything further we can assist with, please do not hesitate to let us know. Thank you again for the opportunity to make this right. 

*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. ↩