ComplaintsforShopSimon

• Initial Complaint

  04/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two dresses from Shop Premium Outlets. Neither dress was as expected, or fit. I was able to generate an RMA for one dress and ship back for a refund (in process). On many attempts I have been unable to generate an RMA for the other dress and keep receiving a message that it needs to be "sent separately to a different address" yet an RMA is not generated and no return label is generated. I have emailed customer service multiple times, directly and through the online system. There have been no replies and there is no phone number to contact for customer service (the ones I have found are not in service). I must return this dress within 30 days to receive my full refund yet the company is not responding. It appears from the packaging that this dress came from Gilt Outlet in **************, **. I contacted **** and they have no relationship with SPO and were of no help with my return. My order is #SPO107274738 and the dress to be returned is the Rumer Paloma Dress which cost $99.95. The attached screenshots show the notice regarding a different shipping location and the system not progressing to generate the RMA/label.

  Business response

  05/01/2023

  Dear *********,

  Thank you for reaching out and allowing us to assist. We are so sorry for any delay you experienced. I am happy to confirm a return label was attached to an email sent to you on Saturday evening. 

  Please use that item specific label to return the Rumer Paloma dress and a refund will be issued in 5-7 days after the package is received.

  Sincerely,

  Customer Service

• Initial Complaint

  04/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order SPO98973838. The shoes didn't fit. I requested a return label. Shoes were shipped back unused and with tags still attached. Order details were placed in the box and on the packing slip. ***** confirmed the item was returned on April 21 (Tracking Number ************). I waited 5 business days and sent ********************** an email with complete details. No response. I waited 2 additional days and sent a follow-up email. No response. There is no phone number on the website.Per the website "All returns will be processed within 5 business days from the date the retailer receives your package. Upon confirmation from the retailer, we will process the refund within 2 business days."

  Business response

  05/01/2023

  Dear *****,

  Thank you for reaching out and allowing us to assist. 

  We apologize for the delay in the timeframe but happy to confirm a full refund of $36.37 was refunded to your original form of payment on 4/29/23.

  Please allow 3-5 business days for this to appear on your financial statement.

  Thank you,

  Sincerely,

  Customer Service

  Customer response

  05/01/2023

  Better Business Bureau:

  After writing customer service 3 times, calling the phone number associated with this business on Better Business Bureau website (which is disconnected), emailing **************, emailing the **** and filing a Better Business Bureau complaint, I can now confirm that I received the expected refund. 

  Complaint #******** can be closed. Thank you to the Better Business Bureau for your prompt assistance throughout this tedious and unnecessary process.

  Kindest regards,
  
  *****************

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a handbag that was advertised on the site as a designer bag by ******. I paid $2375.95 ( Order # SPO *********) for the bag. It arrived today and it is a counterfeit bag. I bought it believing it was authentic as the price point also suggested it could have been authentic for a pre-loved bag. I would like to return the item and be refunded by money for this purchase.

  Business response

  04/27/2023

  Dear *******,

  
  I'm sorry the Hermes bag you received is not what you were expecting and for any concerns with its authenticity. This is not the experience we would want you, or any of our customers, to have.  I am happy to provide additional insight.
  

  In some cases we purchase merchandise from trusted independent suppliers and not directly from the brand owner. This includes pre-owned products. In all cases we stand by the authenticity of every product sold on our site. To bring the highest quality products to our customers, we have a buying team that specializes in sourcing our pre-owned product. Our knowledgeable buyers work with these trusted independent suppliers to make sure we offer authentic products at a great value to our customers.

  Can you share more detail or any documentation supporting your concerns and why you suspect it to be non-authentic?

  Thank you,

  Sincerely

  Customer Service

  Customer response

  05/01/2023

  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. 

  Hello,

  thank you for the feedback. In response to your request for supporting information. I Noticed the bag lacked some of  features of similar bags. I contacted a local retailer to authenticate the item through a third party provider Entrupty. I paid $25 for the authentication. The item came back as unidentified. Which according to that site means non- authentic. 
  

  I have attached 2 pictures of the feedback from the device that send the information to Entrupy.

  I will return the item.

  thank you

  *******

   

   

  
  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

  05/03/2023

  Dear *******,

  Thank you for your response and details on the matter. I am happy to see our customer service team has arranged a return for the item back to our retailer for further investigation as we stand behind the authenticity 100%.

  Once the return is received, please allow **** business days for the refund to reflect on your financial statement.

  Sincerely,

  Customer Service

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to request a full refund for my recent purchase of the En Saison - ******** Mini Sheer Dress in Aspen Gold - Medium (Order Number: SPO107801038), which I have not received. According to the tracking information (tracking number: **********************) provided by your company, the package was supposed to be delivered to me on April 21st, 2023, but it has been 4 days since then and I still haven't received it.The tracking information states that "Your item was picked up at the post office at 12:43 pm on April 21, 2023," but I did not go to the post office on that day. Despite my repeated attempts to track the package and reach out to the carrier, I have not been able to obtain a satisfactory resolution.Therefore, I request a full refund for the item as soon as possible. I have been a loyal customer of **************, and I am disappointed that I have not received the product I paid for, nor have I received any satisfactory explanation or resolution.

  Business response

  04/27/2023

  Dear ******,

  Thank you for reaching out and allowing us to review. We are sorry to hear you did not receive your ******** Mini Sheer Dress in Aspen Gold dress. Upon further research, we do show we are awaiting a response to an email we sent on 4/26/23 asking for you to confirm you have not received this item. Once we receive that response, we will move forward with a full refund for that item.

  Thank you for being a loyal customer.

  Sincerely,

  Customer Service

  Customer response

  05/02/2023

  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 contacted the business on April 26, but I still haven't received any response from them, and I also haven't received my package. Please help me to request a refund.

  Regards,

  Shuhan

   

   

  Business response

  05/05/2023

  Dear ******,

  Thank you for confirming you have not received the delivered package as of 5/5, We have gone ahead and refunded your original form of payment in the amount of $74.46 for the dress.

  Please allow 3-5 business days for this to reflect on your financial statement. 

  Sincerely,

  Customer Service

• Initial Complaint

  04/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of ladies gray and white ****** shoes from the Shop Premium Outlets and received a pair of Mens Black 10 1/2 shoes. I have tried and tried to contact them to no avail. I have had them turn in 2 tickets via their online robot and yet still have not heard one single peep from anyone!!!! I am very upset by this and the fact you can't get ahold of a live person.

  Business response

  04/27/2023

  Dear ******,

  Thank you for contacting us and allowing ** to review. We apologize for the delay in responses due to larger than anticipated volume around our ****** promotion. 
  

  We are sorry to hear you received an incorrect item, and upon further review we are happy to see this has been resolved with a return label for a full refund as of 4/26/2023.

  Thank you for your time.

  Sincerely,

  Customer Service

• Initial Complaint

  03/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 1, 2023 I ordered a new dress for the amount of $120.00. The business promised new. This is not a new dress it has been washed and worn. The business cannot be contacted. No phone, no email, no bot, no chat, no nothing. It is a complete scam. I know my money will never be returned. I hope others do not fall prey to this scam website. Not real or reliable. I cannot get in touch with anyone with all the information provided.Order # *************. Logistics order *************-A ************ is a SCAM, SCAM, SCAM

  Business response

  03/09/2023

  Dear ********,

  Thank you for reaching out and allowing us to review. We are so sorry for any concerns you have with the dress you received. That is not the experience we strive to provide. Upon further research, we do show that you have had past interactions with our chat bot as well as an email with our customer service team on 3/8/2023. It appears we are awaiting your response after photos were requested so that we may work to find a resolution as quick as possible. We look forward to working with you and await your response. 

  Sincerely,

  Customer Service

  Customer response

  03/13/2023

  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. 

  [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,

  ********

   

  I have sent the requested attachments.  I am waiting for hear back from the company regarding return instructions and refund.  I am the customer.  Why am I on trial?  I received USED merchandise.  Unacceptable customer service. 

  Business response

  03/16/2023

  Dear ********,

  We were happy to take a second look and absolutely want to reach out to our vendor regarding the item you received. After reviewing all correspondence, we do not show any pictures received showing any use or damage to the dress. If they are coming from a different email address than what is on file please let us know so we may review.

  Sincerely,

  Customer Service

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 14, ****, I made an online order with Shop Po, LLC in the amount of $226.72 for 2 items. I agreed to a PayPal pay monthly agreement for 12 months at $18.33 per month. However, I received an email detailing I had a 6 month loan agreement for $37.79. I tried to call them at ************. This number does not work. So I contacted PayPal to see if they could make the correction to the loan agreement promptly. A supervisor at PayPal, named *****, told me I needed to contact the Seller to cancel the order since the order had not shipped and the loan agreement was still pending and the seller did not accept it yet. So I emailed Shop PO. LLC , immediately (on December 14) and stated I needed to cancel my order. Yet, on December 15 they shipped the order. They then responded they could not cancel as the items shipped already. I explained I made this request before my order shipped, to no avail. I then have wrote several times that a supervisor at PayPal told me they could fix the loan agreement error. A number of times they cancelled the ticket saying they can cancel and then to get PayPal to adjust the loan agreement an after telling them it was their responsibility, as a PayPal supervisor told me so. So they want me to return the items and reorder. The items have now gone up in cost and I wouldnt get them by Christmas, as I needed. So this does resolve my issue. I formerly requested they adjust the loan agreement to the 12 months at $18.33 that I agreed to while making the purchase or I would take further action & escalate the issue. *If they cannot do this then they should honor the same prices of the items on the date I purchased them and provide the 12 month 0 interest loan agreement at $18.33 days if I must return and reorder.

  Business response

  12/18/2022

  Dear ********,

   

  Thank you for reaching out and allowing us to review. We apologize for any trouble you are experiencing. It appears that your request is not something within Shop Premium Outlets but a request/complaint made for PayPal as they are the ones to reset the terms of any payments. 

   

  Thankyou,

   

  Sincerely,

  Customer Service

  Customer response

  12/19/2022

  I have spoken to two supervisors at PayPay ***** and *****. Both told me it is the seller(Shop Po LLC)  who accepts and can adjust the loan agreement and directed me to get the Seller to do this. They state ****** has no way of adjusting loan agreements. That the resolution responsibility is with the Seller  PayPal has even opened a disputed with the seller. I need the loan adjusted to the 12 months at $18.33 I agreed to when I was making the purchase  the Seller gave be the wrong loan agreement not PayPal  

   

   

  Better Business Bureau:I have reviewed vthe 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.
  
  FAQ
  
  Regards,

  ********

   

   

  Business response

  12/20/2022

  Thank you so much for your response,

   

  We are so sorry that we are not able to make any modifications, and paypal must work out any installment plans with you. 

   

  Sincerely,

  Customer Service

  Customer response

  12/21/2022

  Two supervisors at PayPal- ***** and ***** have told me that cannot make adjustments to the loan. That the seller is responsible for making the loan adjustment. They have no capabilities to adjust loan agreements they stated- but the seller does and I followed their instructions to get the seller to fix their error. PayPal even filed a dispute with seller. They told me the seller gave the wrong loan agreement amount and they are responsible fixing their error  I even requested cancellation of the order before it shipped with Shop PO LLC (so I could resubmit the order) and they shipped it anyway.  

   

  Now the prices have gone up. I am being bounced back and forth between Shop Po LLC and PayPal both stating the loan agreement I agreed to for 12 months at $18.33 when making the purchase needs to be fixed by the other company  

   

  The loan agreed to for 12 months R $18.33 needs to be honored by Shop PI LLC. The customer service number I had would not even work for them  I had to email   
  

  Neither party is willing to take responsibility for the loan error and make the adjustment. PayPal said they would if they could. The seller just ignored my request several times and then has said PayPal needs to do it. And I have explained 2 Supervisors have told me Shop PO LLC has the capacity and only they can remedy the mistake (that they caused in the first place)  

   

  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.
  
  FAQ
  
  Regards,

  ********

   

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On, Dec 8, 2022, I made a purchase on https://shoppremiumoutlets.com/ORDER: SPO64658838 ECCO MEN'S ST.1 LITE SNEAKER - US 10 purchased amount: $29.97 the size i expected is 10, however, I got a item with shoe size ***44, which is not a correct shoe size. I contacted support for return, and request got rejected.

  Business response

  12/14/2022

  Dear *****,

   

  We thank you for reaching out and allowing us to take a look. We are sorry for the wrong sizing being sent and 100% will take ownership and make right where we can. Please note a return label has been issued to your email to return the shoes for a full refund after we have received them back.

   

  Sincerely,

  Customer Service

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed the order SPO59222038 on ShopPremiumOutlets.com on Nov 22, 2022. There were one Men's Microlight Down Jacket from ***** ***** and two Women's Classic Down Duffle Coat from ***** ***** in the order. I used the coupon code CYBER50 shown on ShopPremiumOutlets.com which gave me extra 50% off of the sales price on ShopPremiumOutlets.com at that time. However, the seller ShopPremiumOutlets cancelled those three items in my order simply because they (or the ultimate seller, ***** *****) did NOT want to honor the legitimate extra 50% off discount. This is a dishonest business conduct.I request ShopPremiumOutlets.com to complete my order SPO59222038 and send one Men's Microlight Down Jacket from ***** ***** and two Women's Classic Down Duffle Coats from ***** ***** to me, honoring the sale price shown in my order on Nov 22, 2022.

  Business response

  12/12/2022

  Dear ***,

   

  Thank you for reaching out and we are happy to assist. After further research, there were a number of cancellations with these orders as the retailer informed us of a pricing error with the base price. Because we are a flash sale site and allow the retailers to set the prices at any time for their items, we did have to cancel any order placed at that time. 
   
  I am so sorry for any confusion and can understand your concern completely. We hope this provides additional insight.

  Sincerely,

  Customer Service
   

• Initial Complaint

  11/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned an item back to them using a prepaid shipping label on 10/19/22 and was waiting for a refund. Havent received anything from them (no refund/email) tracked the label and it was send back to them on 10/21/22.I have emailed them a couple of times and called the answering msgs - no response. Not sure how else to reach them. The value of my return is about $200+

  Business response

  11/22/2022

  Dear *****,

   

  Thank you for contacting in and allowing us to review. I am happy to assist. We confirm we have refunded your **** in the amount of $194.05 for order SPO46394038. 

   

  If there is another order we can look into for you, please let us know!

   

  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. ↩