ComplaintsforItty Bitty Toes

• Initial Complaint

  10/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am writing to file a complaint against Itty Bitty Toes regarding my recent order of a dress (order ********). On August 29, 2023, I placed an order for a dress from their website for a total cost of $311.51. The estimated shipment time was stated to be between 5 and 7 days well in time for our event in October. However, on September 1, 2023, I received an email from Itty Bitty Toes stating that they were unable to make the dress as they could not source the correct fabric. They requested me to select an alternative dress instead. In response, I promptly chose another dress as directed by them on the same day. On September 4, 2023, I received another email stating that they were still unable to source the alternate fabric but could offer me another alternative (#2). Finally, on September 5, 2023, they informed me that they had found the fabric and assured me that my exchange would be processed immediately and put into production. Unfortunately, after weeks of waiting and no updates from Itty Bitty Toes regarding my order status, I reached out to them on October 24th for an update. Later that day, they responded with apologies for not sending the order yet. Furthermore, despite their failure in sourcing the fabric and delaying the process multiple times, they are now refusing to provide a refund for my order. This has caused great inconvenience and disappointment on my part as a customer of Itty Bitty Toes. Their lack of communication and inability to fulfill their promised delivery time has resulted in me not receiving my ordered dress in time for my event. Therefore, I am seeking your assistance in resolving this issue with Itty Bitty Toes and requesting a full refund of $311.51 for my undelivered order. Thank you for your attention to this matter.

  Business response

  10/31/2023

  We reached out to the customer regarding her order as our production team notified that they were not able to make the item she ordered any longer.  We notified the customer right away offering to exchange or cancel the order.  The customer wanted to exchange for another item to which our production team was having trouble finding the correct fabric to make.  Once the fabric was found, we let the customer know and told her that if she would like, we can continue with the exchange with the checkered fabric.  The customer seemed to misunderstand our message, and never confirmed with us if she would like to continue with the exchange. Because of this, the exchange was never processed and she was not able to receive her order.  The customer has been refunded.

  Customer response

  11/03/2023

   
  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,
  
  ******* ******

• Initial Complaint

  04/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dear Sir/Madam, I placed an order with Itty Bitty Toes on 12/10/2022 in the amount of $266.00. Order# ********. In the confirmation email it said that the item will be shipped in 4-6 weeks. I purchased a dress and a pair of shoes for my daughter's birthday, and withe the promised timeframe item should of been arrived by her birthday. After patiently waiting I contacted the store to check on the status of my order the shipped out my order on the 7th week. They shipped the order outside the promised timeframe and by law they have to get my permission to extend the shipping timeframe or send me a refund. i received my order on 02/01/2023. I contacted the store on February 4th with the request to return the products and receive a refund since it took almost 8 weeks from the date of purchase to receive the product. I was advised to send a return request. I requested a return and this is what they responded me: - The item was purchased beyond our 30 day return policy time frame, (in this case it was impossible to return the order in that timeframe since i received the order 8 weeks later), and i can only exchange but they don't have the size i am requesting. I checked their web they had all the sizes in stock. After multiple contacts the seller refused to approve my return since they delivered the order after their promised time frame. I kindly ask to help me resolve this problem and get i refund for the products i purchased

  Business response

  05/12/2023

  The customer pre-ordered an item on December 10th, 2022.  It typically does take 4-6 weeks for our pre-orders to me made in production, but that is an estimated timeframe as stated on our website.  The customer did not reach out to us prior about having a specific event date that she needing this dress by and it was delivered to the customer on February 1st, 2023.  The customers return request to return this item was rejected as it was purchased on final sale. 

  Customer response

  05/31/2023

  Hi, earlier filled a complaint, but unfortunately wasn’t able to reply on time. The details of my case are following: I placed an order for my daughter's birthday with Itty Bitty Toes on 12/10/2022 in the amount of $266.00. Order# ********. In the confirmation email it said that the item will be shipped in 4-6 weeks. They shipped out my order on the 7th week without getting my consent for extending the shipping timeframe.. i received my order on 02/01/2023. I contacted the store on February 4th with the request to return the products since it took almost 8 weeks from the date of purchase to receive the product. My return request was rejected for the following reasons: The item was purchased beyond our 30 day return policy time frame, (in this case it was impossible to return the order in that timeframe since i received the order 8 weeks later), and i can only exchange but they don't have the size i am requesting. I checked their web they had all the sizes in stock. After multiple contacts the seller refused to approve my return since they delivered the order after their promised time frame. And they didn't even agree to provide me with a store credit stating that the item is final sale and I can only exchange but they don't have the requested size. I am attaching I screenshot with the time taken the picture that they had all the sizes available at that time and they were just negligently weren’t trying to cooperate and provide customer satisfaction I kindly ask to help me resolve this problem and get I refund for the products i purchased. Please find attached proof for the item being in stock at the time of their refusal

  Business response

  05/31/2023

  The customer pre-ordered an item on December 10th, 2022. It typically does take 4-6 weeks for our pre-orders to me made in production, but that is an estimated timeframe as stated on our website. The customer did not reach out to us prior about having a specific event date that she needing this dress by and it was delivered to the customer on February 1st, 2023. The customers return request to return this item was rejected as it was purchased on final sale. As per our store policy stated on our website, we are not able to process refunds to the original form of payment, nor accept returns purchased on final sale.  

  
  

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed this order number ******** on 2/21/22. Once confirmed, I notified that it takes 4-6 weeks for delivery and that I should notify them if I needed it sooner. I needed the item in 4 weeks. This is ample time to receive a product. I notified the Company and received a response that they were unable to guarantee a 4 week receipt time and in order to guarantee that, they would have to charge me an additional $150! I cancelled the order. The company then told me I would not receive a dollar value, instead a store credit would be issued. Now why would I want to do any future business with them? This is theft. The company is strong arming consumers to buy their products by refusing to issue a dollar refund. I will not be a victim of business theft. This is a bad business practice and this company should be banned from consumer sales!

  Business response

  02/24/2022

  Hello BBB team,

   

  We ddi receive the order on 2/21 for the Kloe Dress Pink -- 2 years pre order, by ****** *******. The item purchased is a pre order item which takes 4-6 weeks to be made this does not include shipping time. This information is stated on the website along with under each item if the item is not in stock and ready to ship. Please see attached the screen shot of the item purchased and the button that states pre-order on the size 2 year selected. 

   

  We did receive an email from the customer on 2/21 at 11pm, our team replied back to the customer as she wanted to confirm she would receive the dress in 4 weeks. We advised that we cannot garentee the but are happy to rush the order for them for an additional rush fee or we can help choose something in stock and ready to ship. The customer requested she wanted to cancel. We did cancel the order as per requested and issued a refund as we do not process refunds per our store policy. 

   

  Please see attached emails, product detail, and store policy. We are always happy to help as we know these items are purchased for special occasions for the little ones and the family and we do all we can to have all item information on the website along with on the policy and faq page of the site. 

   

  Best

  ******** 

  Customer response

  02/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: The business did not advertise a 4-6 weeks production time until the sale was finalized. That is called misadvertising, false representation and that is ILLEGAL. The customer should be explicitly told that the item would take 4-6 weeks before available BEFORE the sale. Moreover, no Consumer reads the company’s policies when shopping. Most, if any reputable business offers a consumer a grace period to cancel or reject a sale with a full refund, not a hand binding store credit. I reject the business response and do plan to take any legal and societal means necessary to make consumers know this Company has fraudulent business practices and should not be allowed to operate in this market. 

  
  Regards,
  
  ****** *******

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