ComplaintsforShopSimon

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order (#SPO126814538) for a pair of Valentino shoes only to receive the totally wrong pair of Valentino shoes! I immediately emailed their customer service and filed for a return. Sent the shoes back using tracking which they received back august 1st. since then I have emailed their customer service center twice no one will even update me on the refund! Last time I will be buying from this online retailer. Called the 800 number for the parent company and still no response!

  Business response

  08/06/2023

  Dear P ******, 

  Thank you for contacting in and allowing us to review. I am happy to assist. I have taken a look into your order, and I see that your return arrived back to the retailer on 08/01/23. All returns are processed and refunds are issued within 5-7 business days from the delivery date back to the retailer. Assuming everything is in good order, you can expect your refund to appear within 5-7 business days from delivery back to the retailer.

  Thank you for being a Shop Premium Outlet customer.

  Sincerely,

  Customer Service

  Customer response

  08/07/2023

  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. 
  

  its impossible to get any sort of help from this business  everyone keeps telling me my return was received however no one wants to help process the refund! 

  [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.
  
  FAQ
  
  Regards,

  ******

   

   

  Business response

  08/09/2023

  Hi,

  Thank you for your response and we are happy to help! Returns take the processing timeframe of **** business days from receipt. Upon further research, we do show the above order has been refunded in full. 

  We advise you to reach out to your financial institution for further assistance. 

  Sincerely,

  Customer Service

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase from this retailer 5/31, I received my order of 4 items, 2 of which didnt fit so I opened a return, printed label and the 2 items were returned to ******* The order total was ****** I was given a discount on the entire order after the fact because of a difference in promo codes, discount was *****. This makes the purchase ******. Upon the shoes arriving back I was issued ***** refund however the shoes were $56 each plus 7% tax (after the order discount of *****) so I am still owed the balance of the second shoe. They claimed because I received 2 refunds totaling ****** that my refund is settled. Clearly thats not the amount of 2 pairs of shoes and Ive explained this in over 20 emails back & forth with no resolution from the company. The refund for the shoes should have been ****** I received ***** they still owe me *****. If were basing it off the total ****** and the shoes being ***** each with tax Im still owed ***** so no matter how you do the math Im owed money. The 2 items I kept were cheap less than $20 each. I want my refund thats all I want. Attached you can see the 2 pair sent back for return and you can see the bottom pair highlighted as refined and you can also see the credit on the entire order of *****

  Business response

  06/23/2023

  Dear ************

  Thank you for reaching out to us and allowing us to review. Upon further research we show a total payment for the entire order of $177.83. In addition we also show 3 refunds of $28.56, $71.90 & $63.58 totaling a refund of $164.04 back to your original form of payment. The total amount paid to us was a balance of $13.79. Because this account appears to be over credited for the remaining two items in possession, we are not able to refund any additional funds. 

  We apologize for any confusion in this matter and hope this provides additional insight. 

  Sincerely,

  Customer Service

• Initial Complaint

  06/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 11 2023 I ordered a perfume from Shop Premium Outlets. My order number is SPO118221538. Item was supposed to be delivered in 2 to 3 business days. I reached to the company on the fourth business day to inquire about my order then I got I reply that the item is no longer available. At the same time the same product was available on their website at a much higher price than what I paid for by the same vender. I emailed and made them aware that the item is still available on their site. I got a response that after inventory it is not available. They don't want fulfill my order because they are now selling for a higher price or they are trick people with lower price and then switch up on them which is what some vendors do. I want them to honor and fulfill my order. Thank you.

  Business response

  06/19/2023

  Dear ****************,

  Thank you for contacting in and allowing us to review.

  After further contact with our retailer,  the order was cancelled due an incorrect listing/web error. Retailers have the ability to modify the pricing of an item based on availability, sizing,style etc. While it is not the norm, this can be modified even after the order is placed. I have placed the disclaimer in our terms and conditions here for convenience: ************************************************************
   
  This will explain that if the correct price of a product is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel our order and notify you of such cancellation.
   
  While I hope this provides additional insight, I know this is not the resolution desired and understand any disappointment.

  Sincerely, 

  Customer Service

• Initial Complaint

  06/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed an order on 6/5/2023 for $54. I was given a confirmation email saying my order had been placed with a tracking number sent to me. When it said my order had been shipped, I clicked on the DHL/FedEx confirmation tracking number only to find that that tracking number did not exist. I emailed customer service and no one has responded. This is a fraudulent website. I would like a full refund of my order that did not arrive. My credit card has been charged.

  Business response

  06/13/2023

  Dear ************************************,

  Thank you for contacting us, I am happy to take a look at the status of SPO116764238. Upon further review, your order is in transit and can be tracking by going to DHL tracking and entering this tracking number :9274890304428104081453.

  I have also added an attached photo of the latest update as of today. 

  We hope this provides additional insight. 

  Sincerely,

  Customer Service

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  RE: Order Number#*************. I ordered a ****** Was extra small leggings on 5/29/23 for $147.34 via Shop Premium Outlet online. On 6/2/23 when I opened the box of leggings, they were not what I ordered. No phone number was listed to immediately call Shop Premium, so I emailed ******************, ticket# ******* with a picture of the leggings on 6/5/23. No response from her. I participated in chat ticket# ******* for someone to contact me and no response. Please help me to get my money back via credit card refund.

  Business response

  06/07/2023

  Dear *****

  Thank you for contacting in and allowing us to review. 
   
  I am sorry that you received the incorrect item. We have emailed a prepaid return label to return the item back to the retailer for a full refund. 
   
  Please repackage your merchandise and include the return slip in your return to ensure proper processing. You can then affix the label to your package using clear tape.
   
  Once the retailer receives your return, we will issue a full refund to your original form of payment (including shipping fees) in 3 to 5 business days.

  Sincerely,

  Customer Service
   

  Customer response

  06/13/2023

  [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,
  
  ***********************

  Customer response

  06/14/2023

  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. 

  Business states they would refund my money however I have not received a refund. 

  Business response

  06/14/2023

  Dear *****,

  Thank you for contacting in and allowing us to review. We do show your return was received and processed today in the amount of $147.34. Please allow 3-5 business days for this to reflect on your financial statement. 

  Sincerely,

  Customer Service

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of **** shoes from Shop Premium outlet in March. I received the shoes in late March but did not try to wear right away. When I did put them on in April and attempt to wear them, they fit but were very uncomfortable to the point that I could not even wear them becuase they are too painful in the ankle area, and I have regular sized ankles so its not an issue of them causing pain due to a larger ankle size. I have tried to contact SPO multiple times to let them know that these shoes have a defect and are not wearable but I keep receiving the same blanket reply that the 30 day return window has closed. I do not believe this applies to defective merchandise and I am seeking a refund. My bank has also reached out and they have not responded to that attempt to resolve the dispute either. I have also requested the manufacturer information so I could contact them and I again receive the same blanket reply with no acknowledgement regarding my complaint that the shoes are defective.Ticket numbers for my many attempts at resolving: Ticket# ******* on 5/12/23 at 6:47pm, Ticket # ******* on 5/23/23 at 11:36pm, Ticket# ******* on 5/25/23 at 2:10pm, Ticket # ******* on May 30th at 5:20pm.

  Business response

  06/07/2023

  Hello ********,
   
  Thank you for contacting in and allowing us to review. I am hopeful I can provide some additional insight. The harder part mentioned located at the top part of the shoe can definitely be a trait of a brand new pair of shoes. This is likely to become softer over time as you break them in. While we do apologize this item did not arrive as you expected, this is not considered a defective item. 
   
  We also have a 30 day window to allow our customers 30 days to inspect their item and let us know of any concern so that we may resolve right away. With this being outside of that timeframe, this also restricts our ability to create a return. 
   
   
  Please know, if you ever need to check the return policy for an item, its listed under the Shipping & Returns section of any product page available pre purchase.

  We understand this is not the desired outcome, and apologize for any disappointment. 

  Sincerely,

  Customer Service

  Customer response

  06/13/2023

  This has already been offered as a suggestion. I mean, thats kind of common sense when buying shoes, usually you have to break in new shoes. However, as I've stated time and time again to SPO, these shoes are PAINFUL to wear, I cannot wear them let alone walk in them. I have requested the manufacturer information several times and they have completey disregarded that request in their replies, which leads me to beleive the shoes are indeed defective. Them siting the 30 day return policy is inconsequenial in this instance since they are defective, period. Furthermore, I wasn't that far outside the return window. Its not like I'm trying to return them 6 months later. They are being quite difficult, they should stand behind their merchandise and have a plan of recourse in place for their defective merchandise instead of sticking customers with fraudulent products.
  
  Regards,

  ********

   

   

  Business response

  06/13/2023

  Dear ********,

  Thank you for your reply. It is through the candid and constructive comments from our customers that we can work with our retailers to ensure we are providing the highest levels of service that we can offer. 

  While we have reviewed the correspondence with our retailer, the company stance remains the same. 

  We value you as a loyal customer and apologize we are not providing the desired outcome and understand any disappointment that *** bring. 

  Sincerely,

  Customer Service

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never received the order I placed with Shop Po on 12/15 2022 in the amount of ****** dollars. After email communication with the merchant, ******** instructed me to file police report and submit the official report to merchant no later than 1/11/2023. I provided merchant with police report on 1/10/2023 but then ******** refused refund my order. ******** asked me to dispute with ********************** but **************** asked me to see solution with merchant. I then contacted merchant again in May 2023 but merchant still refused to refund for package that never received.

  Business response

  05/29/2023

  Dear ***********,

  We are sorry to hear that you did not receive the package that was delivered to your from Shop Premium Outlets. Thank you for reaching out to us, and allowing us to review. Upon full investigation, we did confirm this package was delivered to the address on file associated with the order. Because of this, any decision to refund must be made through your financial institution. 

  We understand this is not the desired resolution, and apologize for any inconvenience. Please let us know if we may look into anything else.

  Sincerely,

  Customer Service

• Initial Complaint

  05/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an item and never received my order. Contacted customer service multiple times without response.

  Business response

  05/13/2023

  Hello ******,

  Thank you for contacting us and allow us to assist. I am happy to provide an update. After further research, we do show we responded to the inquiry today and are awaiting the additional requested information to proceed. 

  Once our representative has a response they will follow up with your inquiry.

  Thank you for your patience and we apologize for any delay!

  Sincerely,

  Customer Service

  Customer response

  05/15/2023

  [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

  05/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ORDER SPO108012038 Need help with return The arch is way to high in these shoes I can not wear them - it states no returns - I believe that was not the case when I ordered them. these shoes do not work for me - they are awful - I would really appreciate the help with this issue so I can send them back This was the first time i ordered from the site, I have reached out several times asking for help. I am asking for help to return these shoes due to ill fit & I can not wear them.Very disappointed

  Business response

  05/05/2023

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

  Thank you for reaching out and allowing us to assist and hopeful we can provide additional insight.

  At Shop Premium Outlets, we work with a variety of retailers to bring you the lowest price possible. With each retailer, there are restrictions on items we are able to create a return for and for final sale items, we are not. The final sale listing is on the item for it's entire duration it is on our website and available in the item description before purchase. 

  As for this product, the high arch is simply a feature of this particular shoe. We apologize for any inconvenience.

  Sincerely,

  Customer Service 

  Customer response

  05/08/2023

  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 you work with a variety of retailers to bring the lowest price possible & With each retailer, there are restrictions ,  to me lowest price possible final sale = this will be the last time this low price will be offered      I am very disappointed not knowing that this purchase which does not fit & yes the particular shoe has a high arch  I would need to try on to know this,  is not returnable???
   thislowest price possible final sale which you say is everywhere on the website  needs to be more informative ,  lowest price possible final sale = this will be the last time this low price will be offered -  so it is deceiving to the customer -  a customer would have to go further into the site which is EVERYWHERE to know what this final sale meaning is.
    since covid I dont go to the store.  Ive never had this much of a issue to return a pair of shoes that dont fit properly & convenience of being able to make a return is  everywhere. Very misleading.  I am asking for a return label and my money returned.   

  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  05/08/2023

  Dear *****,

  Thank you for your response. Due to the restrictions set by our retailer, this shoes remain ineligible for return and  we are not able to provide a return label for this item.

  Please know, if you ever need to check the return policy for any item, its listed under the Shipping & Returns section of any product page.

  We apologize for any disappointment. 

  Sincerely,

  Customer Service

  Customer response

  05/09/2023

  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. 

  Basically you took my money and I have nothing to show.   FINAL SALE shoes that I can not wear.   Very disappointed in your service.   Knowing a FINAL SALE is hey this is the lowest price given,  if it dont sell then why dont this company do something with them besides me out money and a pair of shoes i can not wear.  Never have I ever had this kind of experience.   
  yes you can make a return label and refund my money its just you dont want to be stuck with these shoes.  Thanks!
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I simply ordered a pair of shoes, the box and invoice have the correct size but the shoes are not the correct size. I have emailed now three maybe four times and have not heard anything back. I cannot find an 800 number on the website, only an email address. thank you so much in advance for your help!******

  Business response

  05/05/2023

  Dear ******,

  We are so sorry to hear the wrong item was sent. Please know we want to ensure we make your account whole with a full refund upon receipt of the wrong item. We have emailed your email address a complimentary return label as we do not have a replacement. 

  Please allow 3-5 business days for the refund to reflect once the return is received,

  Sincerely,

  Customer Service 

*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. ↩