ComplaintsforShopSimon

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an online order and it stated take an extra 40% off. The item was eligible and it took the code off in my cart..when I paid the code was gone. But in the app the sale was still showing . I emailed and was told the sale ended. And they refused to honor it . I asked them to then to cancel it as I will be canceling my account and will no longer shop with them they said they can't and I can start a return when the item is received. And I told them I don't want the item charged to my card if they aren't going to honor the sale. And the cancelation was still refused. I emailed and ********* answered. So then I called and it takes entirely too long to get help. Had to wait hours for the email and hours for a call back.

  Business response

  09/02/2022

  We apologize for the frustration you experienced with your order SPO44397438.  Unfortunately, the creative assets on the mobile app did not update in a timely manner, so we can understand your impression of a deliberate tactic.  The promotion ended at 3:00AM on September 1st, and your order was placed at 4:10AM.  To provide some additional context around our inability to cancel the order per your request, all orders are actually fulfilled by the brands - in this case, *******  Once an order is released to them to fulfill, we are dependent on the brand to cancel the order.  In your case, we reached out to the brand, and they were unable to cancel the order.  This is how our site operates as the brand is actually the seller/shipper of the item, not Shop Premium Outlets.

  We acknowledge that this is not an optimal customer experience, and it is something we are working to improve on with brands like *******  The brands, however, do not have the capability to pull an order once it is allocated in their warehouse to pick/pack/ship. We offer free returns for a full refund as a recourse, but we agree, it would be much easier to cancel the order in the first place.

  As a result, we have gone ahead and applied the 40% discount code to your order.  Your refund of $16.20 should be posted to your credit card in the next 3-5 business days.

  We hope this provides some additional details behind your experience.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/5/2022, I purchased a size 8 *************************** jumpsuit (order #***31825238) on Shoppremiumoutlets.com. As a first-time purchaser the website offered a 15% discount. Due to so many pop-*** appearing on the page I clicked on Klarna offering a 10% discount. This matter was never resolved, but it is a non-issue at this point because because I want to return the jumpsuit and receive a refund. The issue I have now is that after emailing various customer service support people (Klarna, Lyst and Shop Premium Outlets (Natori, Brooklyn, ********* ******** ********** the issues are still unresolved. Brooklyn emailed me stating that I need to purchase the size 4 separately and return the larger size using their label. However, she ignored the fact that not only would I be buying another item, it would higher priced without the first-time buyer discount. I still do not have the requested Return Postage Paid label. The *** website states no refunds after 30 days. I have been trying to resolve this matter since 6/20/2022 through 7/13/2022. *** customer service emailed that the matter was resolved even though they knew it was not. BBB please help me obtain a refund when I return the unworn jumpsuit. Thank you.

  Business response

  09/01/2022

  We apologize that you had difficulties with getting a return label.  I have taken a look at the return system, and it looks like a label was emailed to you on July 3.  I see that you stated that you were unable to print the label at home, and we instructed you to go to a ************ location for them to reprint it for you.

  We are unable to physically mail return labels at this time, but I have attached a return label for you to use.

  Once your return is tendered to ***** and received by the retailer, we will process the refund within 7 days.   We are unable to refund the order without receiving the merchandise back.

  Customer response

  09/06/2022

  [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

  09/29/2022

  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 initially contacted the BBB regarding the return of the *************************** jumpsuit a few weeks ago. I returned the never worn jumpsuit in pristine condition via ***** on September 8, 2022. I verified that Shop Premium Outlets facility received the jumpsuit weeks ago on the ***** website.
  
  In the Shop Premium Outlets written agreement on your website, they agreed to issue my "refund in 10 days". It has been more than 10 business days. They have not followed their own return policy. I have called several times. Twice they called when I was unavailable to respond, I returned their calls but they are not returning my phone messages. Please make them honor the agreement to immediately refund my $105.96. I look forward to hearing from you soon. Thank you for your assistance.
  
  *********************** 

  Business response

  09/29/2022

  Dear *****,

  We apologize for the delay in processing the return. We understand your concern and can confirm the full refund was issued back to you yesterday 9.28.22. Please allow 3-5 business days for this to appear on your financial statement.

   

  Sincerely,

  Customer Service

  Customer response

  09/30/2022

  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,

  *****

   

  Dear BBB,

  I do not accept what this business is saying right now. I just checked my checking account and the money is not there. When I see the refund then I will close this complaint. I have no confidence in this company.

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

   

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I purchased a coach bag and a bracelet on July 20th on SPO. Order number: SPO36563238. because I redeemed my points for a coupon, but I need to buy more than 150 USD to use it, so I only wanted to buy a coach bag, but I bought an extra bracelet to use the coupon.On July 21, the bracelet in this order was shipped separately, and then on July 25, I suddenly received an email from the website, telling me that the bag was out of stock so my order was cancelled. I know the price of this bag went up after I bought it, but it was in stock. spo lied about not shipping the bag to me because it was out of stock, obviously because the price had gone up.I communicated with them several times, but they refused to reship each time. And it's been half a month since it happened and my points and $152.40 have not been returned to my account or credit card.They are now not responding to my emails. I paid for my purchase on spo and received nothing, this is a scam. I now need them to refund my points and money and to compensate and apologize to me for their work error.Order number: SPO36563238

  Business response

  08/10/2022

  Shop Premium Outlets is a marketplace that facilitates sales for its sellers by promoting their products to our audience.  All orders on Shop Premium Outlets are fulfilled by our sellers, and not by Shop Premium Outlets itself.

  The customer contacted us on July 27 when they were notified that the seller, Coach, canceled their item because of inventory.  At that time, the customer was already refunded for the item at the amount less the discount applied to the order.  The item was $129.00 with $16.92 of points applied to the order.  A refund was issued on July 27 for $112.08 to Mastercard ending in ****.  This refund was processed through Shopify Payments and was confirmed by the customers bank, China Construction Bank.

  With regards to the higher price claim by the customer, our sellers can set prices on their products and inventory levels can change as new inventory is acquired/items are returned.  Shop Premium Outlets does not make any pricing changes on site - they are all initiated by the seller.  Additionally, Shop Premium Outlets does not initiate cancelations other than for transactions identified as fraudulent. The cancelation reason for this transaction was "item not available" which is what was communicated to the customer when it was canceled.

  We do acknowledge that the customer was not credited their points for the canceled merchandise.  We have gone ahead and issued 850 points back to the customer's rewards account based on the cancelation value of $16.92 at a valuation of 50 points/$.  These points are available to the customer immediately.

  With that said, we are unable to refund the full order amount as the customer did receive the bracelet.  The customer claimed they were owed $152.40 which it the complete order amount.  We would be happy to refund the remainder once the seller receives the bracelet back in the condition it was sent.

  Customer response

  08/12/2022

  [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

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I never received my $20.00 I was promised for scuff marks

  Business response

  07/27/2022

  The customer contacted us about a price match initially and was given a $32.10 discount on July 8.  This was 10 days after it was delivered to the customer.  

   

  https://www.fedex.com/fedextrack/?trknbr=61299999124763715683&trkqual=20220621163500~61299999124763715683~FXSP

   

  On July 9, the customer then asked for an additional $20.00 off because of the damaged shoes.   We communicated that she was already refunded at that time.  

   

  We have decided to issue a final $20.00 refund as our resolution to this issue.  This refund was issued to the customer's PayPal account on July 27.  Transaction id *****************.

*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. ↩