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Complaint Details
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Initial Complaint
04/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a dress from Lady Black Tie on 3/27/24. When I recieved the dress, I immediately noticed it was not the color advertised in the photo onlnine (photo attached), and I purchased the dress mainly for it's color. Additionally, the dress was made of low quality rough material, unflattering, and the glitter from the dress got all over my apartment. I was unhappy with it and believed it represented the quality of dresss from the store, so I wanted to return it for a refund and did not intend on purchasing anything else from the store. When I went to return it, I quickly discovered they only offer store credit, and do not offer refunds for any circumstances. This was not made aware to me when I was purchasing the item, as I purchased it on my phone and there is no terms and conditions agreement box on their mobile experience (photo attached). I decided to email customer service to see if they would make an exception and refund me. They refused and kept insisting that i purchase a new dress from their store. I then decided to review the company on 3 different review sites. I was manipulated into taking down those reviews because they kept responding with my full legal name and for privacy reasons I do not want my full legal name posted. I then removed the reviews and asked them not to respond using my legal name, as the only reason they have my legal name is because I submitted it through what I believed was a secure form when I placed the order. When I reposted the review, they kept responding using my full legal name and I have taken all of them down (I have attached a photo of one of their responses, I deleted the other reviews before I was able to get a screenshot). I believe that posting my personal information publicly as well as not being clear about their refunds could violate the following: The California Consumer Privacy Act California Civil Code Section 1723 California Civil Code Section 1770 California Civil Code Section 1770(a)(9)
Business response
04/16/2024
Dear *****************************,
We understand many people are lead to believe the BBB is some kind of regulatory authority over business, as you emailed us announcing your goal was to report us after consulting with a lawyer, however, the outcome will be the same in your situation. The Better Business Bureau is a non-profit with no governing capabilities over business. When you send a complaint, the company just get emailed about it with a suggestion to reply; no third party reviews it and no mediation occurs. After a certain number of days, your complaint post and our reply here will go visible on the front end of the page for public viewing.
We have replied to your reviews on multiple platforms and will again reiterate what we said there:
*****************************,
Were really sorry to hear that your experience has left you feeling this way, and that the ******************** Gown did not suit your personal taste. I see that our customer service team has done their best to provide you with recommendations and solutions.
We understand you are leaving us 1 star reviews and attempting to negotiate that youd remove it if we bent our policies. Unfortunately we cannot engage in review negotiations like this, as anyone is free and welcome to review us at anytime on any platform. You become irate when we reply to said reviews in a way you do not like and attempt to dictate how we are allowed to reply, and our customer service team is doing their absolute best to provide you with a positive outcome with such a situation. With compassion, I hope ******************************** can find inner peace.
We hope for mutual understanding and respect in situations such as this, in which we stand by our company policies that customers have every opportunity to review on our website policy pages before placing orders with us. It sounds like our customer service team has done their best to provide you with information and solutions for returning your item. At this point, we can only apologize that you have been dissatisfied with your experience and once again request understanding and respect.
Kindest,
LBTInitial Complaint
03/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of transaction: 24th Feb 2022 Amount of money I paid the business: $249.00 USD What the business committed to provide me: Lyra Gown in Rose **** (SKU-33441FFD) What the nature of the dispute is: Company insists that they made their non refund policy clear and were not deceptive; however, I did not realize that they would only offer store credit for my return of their faulty product which was not of the quality that they advertised. Though they clearly stated that some glitter may shed upon opening package in the description below the product on their website, that was a gross understatement and, if their sizing reference was in any way correct to begin with, the dress would not be recognizable to the buyer after taking more than two steps; of the sequins fell off within 4 minutes. Speaking of the sizing, I'm usually a small to a medium. I'm in the range of 4 to 8 in **** sizes. Why is it that I couldn't fit into the dress? Why did the zipper jam and WHY could I barely pull the dress up over both of my legs? Why did I have to try putting it on over my head and WHY did neither of these two solutions work? Whether or not the business has tried to resolve the problem: Not really. They just sent some automated message essentially saying sorry you cant read. But we have store credit though! Sorry you spent 250 dollars on a sparkly rag.Account/order/tracking number: Order ID was #*****.Business response
04/12/2023
Customer returned gown and received credit as per our return policy outlined here www.ladyblacktie.com/returns
Disclaimer: Please note our business does not resolve complaints made through the BBB portal as we do not utilize their services.
Initial Complaint
02/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a dress in November 2021. When it was delivered I immediately emailed them & told them the designer label was not only sewn in upside down, the feathers are missing & sewn in upside down & provided photos with a tape measure showing the dresses measurements did not match their size guide on their website what so ever. I did not hear back for at least 4 days & was given a generic "if you're unhappy you can mail it back to us" which is at the customer's expense. Their website (https://ladyblacktie.com/returns) clearly states the following: "Faulty Item - In the rare event there is a manufacturing defect or other problem with your dress, please contact us at ******************************* within 72 hours of the delivery of your dress to inform us of the issue. If we are not notified within 72 hours of receiving the item, it cannot qualify for a replacement. You must include a photo of the damage/defect with your email for us to address your concern. Our policy is that we will ship you a replacement of the same dress. If you don't want your replacement dress, we issue a 115% store credit. in the event due to human error, a wrong size, color or style is shipped to you, first, we are so sorry this happened! We will replace your dress with the correct one ASAP, and you will be provided with a return label for what you were shipped. Please email us at ******************************* right away so we can get this taken care of for you." They NEVER said that only reply I've received is "If you'd like to exchange an item or size, please return your original order and use the store credit that will be emailed to you once your return is processed. They also refused to pay for the shipping of the defective dress & would want to give me store credit which is not what the policy says. When I asked for a phone call I was told ***************** is by email only at this time; our phone number leads to a message to email us." ************ has legal statements online they're refusing to abide byCustomer response
02/20/2022
I have not heard from the business in response to my complaint.Business response
04/12/2023
***************************:
The direction in which the inner label is sewn inside the gown does not impact the wearability or the integrity of the garment. While this customer was claiming the gown was defective to us, at the exact same time she had listed this gown for sale on her Public Poshmark reseller profile as being in "perfect condition, just that it runs a little small" which we shared amongst our customer service team as we were communicating with her.
Disclaimer: Our business does not resolve complaints made through the BBB as we do not utilize their services.
Customer response
04/13/2023
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,********
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