ComplaintsforShopSimon

• 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. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed and order with this retailer and when placing the order the website never stated FINAL SALE. I receive a confirmation email, and when I check it states that the order is now final sale. I immediately contacted the store via email to cancel within their 30 minute window. Of course no one responded to me until after that 30 minute window passed. I have exchange multiple emails back and fourth with no resolve. This company is deceiving customers and making it extremely challenging to contact anyone in customer service. Do not do business with this retailer.

  Customer response

  07/19/2024

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

  Business response

  07/20/2024

  I hope you're having a wonderful day! I wanted to take a moment to express my gratitude 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 respond to you. He values your input and wants to ensure that any concerns you have are addressed.
  
  I want to extend a sincere apology if you encountered any inconvenience or disappointment with our service or your order. We always strive to provide excellent support to our customers, and it's unfortunate to learn that we fell short of your expectations. At Shop Premium Outlets, we collaborate with individual retailers who set pricing, return, and shipping policies for their products. Upon reviewing your order, it appears that the retailer responsible for shipping your items has a strict no-return policy in such cases. As the marketplace operator, we must adhere to their policy and are currently unable to provide a return label.
  
  We understand how disheartening this situation is, and we would like to offer a $50 partial refund as a gesture of our commitment to customer service. Your time, patience, and understanding are greatly appreciated, and we hope you will give us the opportunity to exceed your expectations in the future. Please rest assured that we are dedicated to enhancing your experience with us.
  
  Warm regards,

  **********;

  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 # ********.
  

  I understand that the store has a strict no refund policy however my receipt that is attached with this complaint does not show that there is no refund/return on this item so when buying I was not fully informed as a customer that this was the case l. I would like for an expecting to be made and be refunded for this item. 

  
  Regards,

  Devyn

   

   

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered items which were never delivered . Shop premium outlets have been ignoring my request for refund . Ive been blatantly ignored and they refuse to investigate or refund me . This is fraud .

  Business response

  07/08/2024

  I hope you're doing well! I wanted to reach out and express my gratitude for sharing your experience with us. Your feedback is truly appreciated, and we value the time you took to provide it. Our CEO, *********************, has entrusted me with the task of responding to you. He genuinely appreciates your input and wants to make sure that any concerns you have are addressed.I want to sincerely apologize if you experienced any inconvenience or disappointment with our service or your order. We always aim to offer top-notch support to our customers, and it's disheartening to hear that we didn't meet your expectations.

  I'm also very sorry to hear that you have not received your orders. It must have been disappointing to discover it wasn't working properly after just a few days. I understand how exciting it is to receive something you love from our site, only to encounter a setback like this.
  
  To prevent inconveniencing you any further, we have gone ahead and refunded you for the full amount of the orders. Please allow 3-5 days for this to process and reflect on your bank statement. We appreciate your loyalty with Shop Premium Outlets and the opportunity to make things right. We hope you will give us another chance to surpass your expectations in the future. 

  Customer response

  07/08/2024

  [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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The below item was never delivered to me and the support team from Shop Premium outlet asked me to raise this with bank and dispute the money, I did this but then i was charged back and they never refunded the money. The item was never delivered.SPO226916538 Boiled Wool Double-Breasted Jacket - US 50 Regular / Pattern $345.00

  Business response

  07/11/2024

  I hope you're having a wonderful day! I wanted to take a moment to express my gratitude 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 entrusted me with the delightful task of responding to you. He genuinely values your input and wants to ensure that any concerns you have are addressed. I want to extend a heartfelt apology if you encountered any inconvenience or disappointment with our service or your order. We always strive to provide exceptional support to our customers, and it's disappointing to learn that we fell short of your expectations.
  
  Our Order Review team has confirmed that the chargeback is still open and awaiting the buyer's response. When a dispute is initiated with your financial institution, funds are immediately debited from the order. Consequently, any attempt to refund an order with an open chargeback will not be successful. Therefore, we are unable to assist with a refund at this time. We recommend continuing to collaborate with your financial institution to resolve any billing inquiries related to this order.
  
  We appreciate your time, patience, and understanding. Please know we are committed to enhancing your experience with us in the future. 

  Customer response

  07/15/2024

  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. 

  There was a dispute opened and the client declined to the bank stating the item was delivered which was never the case. **** had closed the dispute but I asked them to reopen it. The proof of delivery of the item doesnt really show the item that was delivered and there is no record found at the delivery location.

   

  i reached out to SPO many times and they have declined to raise a claim with the vendor or help with the dispute to be settled.

   

  this dispute has been reopened with the bank now. 
  
  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,

  *****

   

   

  Business response

  08/01/2024

  Thank you so much for your patience while I checked on this for you! We recommend continuing to collaborate with your financial institution to resolve any billing inquiries related to this order. We apologize again for any disappointment this has caused and please know we are committed to improving your experience with us in the future.

  Customer response

  08/05/2024

  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. 

  The vendor keeps saying that I will need to dispute this with the bank and I had done it earlier but when I did this the bank reached out to them and they said they delivered the item. The bank asked me to speak to them again and see if they can resend a new one of refund. At this point *** said they will do it and then i told the banl but later on they did the same thing again and it keeps going into circles. They are doing the same thing again anad again and its really frustrating talking to them as they say the same thing when i send them a email and when bank disputes they say the item was delivered so they wont refund.
  
  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,

  *****

   

   

• Initial Complaint

  06/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  After a personal financial setback, I decided I no longer wanted to keep my order #SPO201081738 totaling $1,279.67. I received a return label and carefully packaged the items with the packing slip detailing the materials.After dropping the box off at my local ****** I followed the tracking on my receipt until it was delivered successfully to the return center at *************, ************, ******* a few days later. The tracking number on the label was ************. I downloaded a confirmation of delivery from ***** that confirmed that the package had been delivered to the correct address and that an employee named ******* had signed for the delivery. After a few days passed with no contact from Shop Premium Outlets, so I reached out with my label number. A member of their support team replied and said they never received it, and closed my support inquiry. I opened another request, including the tracking number and the proof of delivery from ****** and asked them not to close my request this time until I received assistance, and once again, they sent an automated-sounding response and closed the request. I insisted again for them to investigate this because ***** delivered the package and there was proof of signature at their return facility. Another reply said that the label number was producing multiple results, which is not accurate. I told the customer service representative to type the exact numbers from my return label into *****s website, where you could clearly see the proof of delivery to ************, but they ignored this once again. I also requested to speak to someone with more seniority, which they ignored, and frustratingly closed the support request again, an indicator of their sketchy business practices, and told me to file a dispute with my bank. They are impossible to reach for customer service and just close the case and ignore the solid proof of delivery, and now they are keeping both my money and the items. I believe this is a scam.

  Customer response

  07/06/2024

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

  Business response

  07/08/2024

  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 respond to you. He values your input and wants to ensure that any concerns you have are taken care of.
  
  I want to apologize if you encountered any inconvenience or disappointment with our service or your order. Providing excellent support to our customers is always our goal, and it's disappointing to hear that we fell short of your expectations.
  
  I also want to thank you for your patience during the investigation of your recent return. After a thorough review, our retailer has confirmed that the return package did not make it to our returns center. Unfortunately, we are unable to process a refund at this time.
  
  I recommend reaching out to your bank for any billing inquiries related to the order. They can provide further assistance, address your concerns, and help you with initiating a dispute.
  
  Have a great day!

   

   

  Customer response

  07/09/2024

  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. 

  
  I have provided clear proof that my package was sent to the return center and signed for. How is it my fault that your company apparently has people signing for packages and misplacing them? The package was out of my hands, and this is theft. Other people have complained on the BBB website of a similar experience and having issues reaching customer service. I see in other responses you were willing to provide a solution, so Im not sure why I cant get a clear answer on why someone at your location signed for the package, with a name provided, yet you claim it never arrived. This is a dishonest business practice. I have uploaded plenty of supporting documents, and if you search the exact tracking number on my provided return label, ***** confirmed it arrived safely.

  I am very upset that I am having this amount of money taken from me, while the company gets to keep the products as well. As the other complains on BBB indicate, there is clearly some dishonest business practices occurring here.

   

  
  Regards,

  Melina

   

   

• Initial Complaint

  06/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered 2 shirts online from Shop Premium Outlets. One of them came just as it was ordered. The 2nd shirt is a different style than I ordered. I have been trying to get resolution from them for 2 weeks. I requested either the shirt I ordered or a full refund. I was just advised via email that the shop who sold and sent me the wrong shirt claims they sent the correct shirt, case closed. This is a complete falsehood, and I have no way to get the correct shirt or recoup the money I spent on it. The worst customer service I have ever experienced, coupled with blatant lying. I am completely appalled.

  Business response

  07/01/2024

  I hope you're having a wonderful day! I wanted to take a moment to express my gratitude 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 entrusted me with the task of responding to you. He genuinely values your input and wants to ensure that any concerns you have are addressed.
  
  I sincerely apologize if you encountered any inconvenience or disappointment with our service or your order. We always strive to provide exceptional support to our customers, and it's disheartening to learn that we fell short of your expectations.
  
  I'm sorry to hear that you received the incorrect item.I understand how exciting it is to receive something you love from our site, only to face a setback like this. Please know that errors like this are rare occurrences at Shop Premium Outlets. To prevent any further inconvenience to you, we have taken the initiative to issue a full refund to your original method of payment. Feel free to keep or dispose of the item as you see fit. Please allow 3-5 business days for this to reflect on your  bank statement. 
  
  We truly value you as a customer and appreciate your time, patience, and understanding. Be assured that we are committed to enhancing your experience with us in the future.

  Customer response

  07/01/2024

  [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,
  
  Spring *******

*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. ↩