ComplaintsforPainful Pleasures, Inc.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 11/27/2023, I ordered several nose rings in various colors from the company and paid in full the amount of 74.62. I rec'd notification from the company several days later that my pkg had been delivered, but I had not rec'd it and when I tracked it, the post office showed it was still waiting to receive the shipment from the business. I contacted them back and opened a case. Over the next several days I would receive more emails saying my pkg arrived and I'd open another case. I never recd answers to ANY of these cases to date, even when I finally DID receive 1 pkg containing only 2 rings that weren't even what I had ordered and was emailed a 35.00 store credit! I opened cases #******, ******, ******, ******, and ******. I asked for a refund several times. I have not once heard from anyone from this company about the mess up or my refund or even an apology. Horrible customer service.

  Business response

  12/19/2023

  Hello!

  Thank you for bringing this to our attention. As you can imagine - it is a very busy time of year, and my department is a little behind on cases.

  We have actually reached out to this customer yesterday, as she has opened several cases with us.  We apologized for the late response, and we were finally able to connect all of her cases.  She had several issues, and we worked to reconcile with her.

  I reached out to let them know that we are sending a full refund.  This situation was confusing on our end due to so many cases being opened, and having more than one person attempting to work on them.  We are aware that this must have been extremely upsetting. 

  I saw that they were granted a store credit prior to the items shipping, as they were Out of Stock.  That is not unusual, however there were multiple cases with various concerns.  This lead me to find the additional cases - and from how the information was provided, the following happened:

  1.  They placed an order with us on 11/25 totaling 74.62 - including shipping and taxes
  2.  Order was fulfilled on 11/30
  3.  Several items on the order were Out of Stock, so they received an e-mail and a store Credit for those items
  4.  This e-mail was sent to them on 11/30  
  Thank you for your most recent purchase with Painful Pleasures!
  The fulfillment department was in the middle of pulling your order when we were notified that we are currently out of stock of the following items:
  oos(2)UR727-anod-10mm; 16g Studded Titanium Clicker — Pick Diameter — 10mm
  oos(2)UR727-anod-10mm; 16g Studded Titanium Clicker — Pick Diameter — 10mm
  So that your order was not further delayed, we went ahead and issued a store credit for the cost of the out-of-stock item(s) and the rest of your order has been handed over to the shipping department to be shipped! I do apologize for any inconvenience this may cause.
  Once shipped you should receive an email with tracking information. Please let me know if you have any questions or concerns.
  

  Then we found a case with the customer stating that their package never arrived.  Per ****, the package was delivered on 12/3.

  Then we found a case stating that it had arrived, and the items were all incorrect.  

  I apologized for this major inconvenience, and let the customer know that, because of the nature of this incident, I was issuing a complete refund, as this has not been a smooth transaction for them.

  The store credit has been returned to their "original form of payment", and they will receive the balance and the shipping as well.  This will take a few days of processing and will be a separate transaction from the refund for the rest of her order.
  
  I then requested that if they had any questions or concerns, please respond to that e-mail.  This will ensure that their response is seen in a more timely manner, and it will not create a new case.
  
  Again, I apologized for the experience they had had with us, and if they ever wished to re-order, they could reach out to me directly, and I will see that they have a smooth transaction.  
  
  Thank you,
  
  Carole *** **** 
  CS Manager.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 06/19/23 I ordered from Painful Pleasures online website, where I ordered 2 sets of dermal tops one set of lightening bolts and the other set of gem centered stars. When they were delivered I noticed the second set was not at all stars- simply gem centered circles. Not even close to a star shape or the picture they provided of the product itself. When I called customer service they told me I had to email their customer support so I did so and received a response asking that I send the pick ticket if available and a picture of what I received and that the package cannot be open broken worn or used. I hadn’t done any of those things. The staple was still on the top of the bag you can see it clearly thru the baggie. So I did so. I sent everything they required and since then I have not received a single email back with return instructions or information on a refund or credit or anything. It’s been over a week and I’ve sent messages asking what’s going on please respond to this, this is my money what is happening to it ? And NOTHING. No response. And customer service can’t help either because all return inquiries are via email and not the customer phone support and there’s no way to get ahold of the email response team other than emails. I’m extremely frustrated and I want my money back or the correct item sent. The disclaimer at the bottom of their return instructions email says on returns of any kind only a credit to your account will be given. No exchanges either. So I’m even more concerned. Why would I want to try again after this horrible customer service I received?

  Business response

  06/26/2023

  
  Hello!

  Thank you for reaching out with this case and the experience of Ms. *******.  This issue was handled in less than a week after it was brought to our attention.
  

  I have attached all of the correspondence / timeline /resolution for you.

  We are closed over the weekends, and after 5:00 pm EST.  

  This case required some research to be performed by our WH, and Ms. ******* was understandably impatient.  After this case was reviewed this morning, I issued her a return label and the offer of a complete refund on the items, once they were received back to our facility.  

  I then received this case from you, which is shocking as we have been working on assisting the customer during our business hours.

  I hope this correspondence clears this up, and that our customer is satisfied with the results.  
  

  Customer response

  06/26/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Monica *******

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a machine in September, it was broken upon arrival. I immediately contacted then to get it repaired but they sent me all different ways avoiding the repair. Finally after 9 months I get them to ok me sending it in for repair and they lose it! They said they never received my package but I know they're lying. I spend $400 on this machine I would like my miney back.

  Customer response

  05/19/2023

  I no longer have the physical receipt but here is my digital one

  Business response

  05/19/2023

  What is the tracking number on the shipment of the items you sent back to us. Like we said, we haven't received anything.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has flagged my order as possible fraud and is saying a refund to my credit card will take 10days! A refund/reversal can be instant in the same manner I made the payment. I have not received a response from them when I raised that I suspect bias and discrimination on their part as an out of country order. On July 29 2022 I ordered two (2) custom 10g Titanium Straight Barbells Internally Threaded for $34.99 each. Subtotal $69.98, Shipping & Handling $21.80 Grand Total $91.78. Order #XXXXXXXXXX. On the 1st August I received and email titled Case # XXXXXX Update: Fraud Verification #XXXXXXXXXX requesting government ID, credit card picture or screenshot of charge on my credit card. I sent all the above: Zimbabwe passport, US credit card, US bank online screenshot of charge including a birth certificate indicating a change of name as I used my former name for receipt of goods to my address in Canada where I reside. The custom order would take 12 weeks and for this order I used my US bank and within which should there have been any fraud the bank would have stopped the payment. I also asked if they would destroy electronic copies of my supporting documentation and provide me an email confirmation. Further, they should make an explicit statement on their website as I could be buying as a gift for my wife with a different name or Santa Claus for that matter with a different address to mine! They do not have a toll free number and calling long distance is now another expense I'm not willing to incur. Either they complete the order or refund me immediately and I take my business elsewhere.

  Business response

  10/24/2022

  Business Response /* (1000, 5, 2022/08/05) */ Money was already refunded. Once we refund the money it is out of our hands on how long it takes the banks to deposit that money back to the customer. Business Response /* (1000, 8, 2022/08/11) */ ***Document Attached*** Good Day! Please see below: This is the correspondence that the customer received on 8/3. We have 3rd party banking verification, and we do not flag fraud - the company we hired does. I have also attached a file that shows that his billing address was a UPS store in Canada. This was all Flagged. The fact that this customer would accuse this company of discrimination is appalling. Correspondence below: DATE & TIME 8/3/2022 17:11 Recipients Message Attachments Read Receipts MESSAGE Hello Richard, I apologize for this inconvenience, I know it can be very frustrating when you are excited to receive your item, but you are flagged for Fraud Verification. Both items purchased take 13-14 weeks for productions as you mentioned. This is because our custom items are made to order. Each custom item is created specifically for you to your requested measurements, so these can take an extended time. We use a 3rd Party Sygnified Verification system for Fraud Verification. This is a system that protects not only our business but our customers as well from both monetary and identity theft . We do not ask for the billing or delivery address because it will not give us the information we need. Often, customers can have packages delivered to a 3rd Party address, so a government issued ID, proof of charge or the last 4 digits of the card is the information we request. This is not an incident of racial discrimination. Here at Painful Pleasures, we pride ourselves on diversity and inclusion of everyone. When dealing internationally many countries own policies and producers can lead to an order being flagged for a variety of reasons. we are just asking that you work with us so we can provide you with this order. Moving forward, I can suggest payment via PayPal as this is usually not an issue internationally. PayPal has its own Fraud Verification system. Depending on when your bank accepts the funds your refund will take 1-10 business to receive your refund. We have no control on how long it will take to receive this refund. Thank you Jessica

• Initial Complaint

  07/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a purchase from Painful Pleasures on 5/29/22. I contacted their customer service looking for shipping confirmation and was told that there was a delay due to "high order volume and warehouse restructuring." I still have not received any shipping/tracking information. If I cannot get confirmation that my order has been sent out or will be soon, then I will be looking to get refunded.

  Business response

  08/26/2022

  Business Response /* (1000, 5, 2022/07/11) */ Hello. Please be advised that we are working very diligently to provide our customers with the best Customer Service as possible. It is very understandable that a customer would be upset waiting on a purchase. We apologize for the delays our customers have been experiencing. This is due to an upgrade made in within our electronic distribution platform and other shipping challenges. Our team has been working around the clock to catch up with all orders and get our products into the hands of our customers as quickly as possible. These growing pains should be resolved, and delays will become minimal to none at all. I am please to say that this customer's package had been sent out on 7/9, and they have been notified of the tracking information. This should arrive at it's destination today or tomorrow. We do apologize for the delay, and we are looking forward to not have these issues moving forward. Thank you.

• Initial Complaint

  05/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order #XXXXXXXXXX on 5/19/22 and it shows delivered as of 5/24/22 but I never received it. I contacted customer service right away when I was not able to locate the package, but they were of no help. They informed me that there is nothing they can do and that it is out of their hands. That is unacceptable and at this point I would just like my money back for my order I did not receive.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/06/02) */ Package was delivered. No refund is possible as we shipped you the goods and they were received. Tracking proves received.

• Initial Complaint

  05/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Order XXXXXXXXXX was placed on April 9th, 2022. I am filing this complaint almost 1 month later on May 8th 2022. I called Painful Pleasures support line, spoke to a woman named Jessica. I was told there was a delay and that I would be issued a refund on the shipping cost while I waited for my order. No tracking info is available still as the order has never shipped. 2 weeks later I still never received any kind of refund for the shipping. No tracking available 1 month later. Since this order has never been shipped after 1 month, I am seeking a FULL refund of $85.53. This order was never picked and shipped. I want my money back for an order that was never even packaged.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/05/10) */ this order was already shipped out

• Initial Complaint

  04/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered was placed on 03/30/2022 for $16.97. Website states should ship by 4/9/2022. Contacted them on 4/11/2022. They stated their warehouse is under construction so it's delaying shipping times. If that's the case their website should state this. It is now 30 days later and still no order.

  Business response

  06/07/2022

  Business Response /* (1000, 5, 2022/04/28) */ Order shipping out Business Response /* (1000, 8, 2022/04/29) */ We are happy to assist the customer further. We have communicated the delays via direct email and bulk communication to our customers. We do apologize for the continued delay as we are working as quickly as possible to fulfill the orders. We have moved forward with the refund as requested. Refunds can take 3-5 business days to show in account. 1 View 4/13/2022 9:52 Hello, We apologize for you not receiving your order within the estimated dates and the inconvenience this causes for you. Just so you're aware as well, your order is not lost or forgotten. Right now, orders with jewelry are currently facing delays because of renovations at the moment. Because of this, I do not have an exact estimation on when this will ship out but once these items go out, you will receive tracking information in a separate email. Please let me know if you have anymore questions or concerns! Yes No No 2 View 4/11/2022 21:41 51541000 I called a week ago about the order I placed on 3/30/2022. Says ways supposed to ship by 4/09/2022. Still shows processing. Any idea when the order is supposed to be shipped out? Thanks

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made a purchase on March 24th, 2022 in the amount of $39.05. Promised date of delivery through **** first class - 4/2/2022. As the delivery date came and went, I tried using their order number provided to track my order. It states in the email that I can track the progress of my order. It shows no order information even available. I email customer service and they say it has not even shipped yet. Casey ****** responds with a 15% off offer for my next purchase? Which is the same deal offered on the website to everyone, anyway. Still waiting and decide to request a refund since item has STILL not shipped. Another company provided more than wonderful service and I received their product before painful pleasures ever shipped mine! I email painful pleasures, responding to Casey ******'s email, as directed IN the email, no response. I then create a new ticket for customer service requesting a refund. NO response. It is clear that they do not intend to refund me and have taken my money without producing a product. The lack of communication via customer service is absurd as well. Very unprofessional.

  Business response

  05/02/2022

  Business Response /* (1000, 9, 2022/04/26) */ Customer Refund was provided on 3/12 and customer was told it could take 3-5 business days for money to show in account. Customer Refund Quick Find ***** Actions Primary Information TRANSACTION NUMBER ***** CUSTOMER *********************** BALANCE 0.00 ACCOUNT ***** Undeposited Funds Unchecked TO BE PRINTED A/R ACCOUNT 11000 Accounts Receivable REFUND AMOUNT 39.05 DATE 4/12/2022 MEMO PAYPAL TRANSACTION ID ********** View 4/13/2022 12:28 Casey A ****** Hi, Katrina. Refunds can take up to 5 business days depending on your bank. This was fully processed on our end yesterday afternoon. Thanks so much, Casey ****** Customer Service Supervisor ------------------------------------------------------------------------ From: *********************** <************************> Sent: 4/13/2022 7:48 am GMT-04:00 To: Casey A ****** (**************************) Subject: Re: Case # ****** Update: Order number ********** There has been no return to my bank account..... Sent on my Samsung Galaxy S20 FE 5G. Get Outlook for Android ------------------------------------------------------------------------ From: Painful Pleasures Support Sent: Tu (more...) Yes *********************** Consumer Response /* (2000, 11, 2022/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes a refund was issued but only after I utilized many different methods of contact and complaints.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought some gloves from this business. The gloves were not as advertised and they refuse to provide a return label for the problematic product. The shipping to return to product is almost as much as the item cost. I was also blamed for my problem and faced insincere customer service by their employee Jerome. I can include more of the emails and invoices.

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