ComplaintsforRevel Nail, LLC
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Complaint Details
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Initial Complaint
02/01/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I received an order from Revel on January 16th with 2 colors I did not order along with my subscription order. I checked my emails and did not see an order confirmation so I checked my account and it said the orders were purchased and paid for on January 9th. I immediately texted Revel to find out what was going on and have STILL not received an explanation over 2 weeks later. They just keep saying it's being looked into. I have tried calling numerous times but you are just left on hold for 20 minutes until the system says they're too busy to answer your call and it hangs up on you with no option to leave a message. I want to know more about this order that I did not place, as they are colors I would not have purchased, nor did I receive an order confirmation. I hate having to resort to the BBB, but it seems to be the only way to get someone to answer you at this point. Having been a customer for YEARS now, it's incredibly disappointing that their customer service has gotten so bad. I just want a refund for the colors I didn't even order!Business response
02/09/2023
There is a lack of information here but I believe what the customer is referring to is that we sent out 2 free colors (***** and ******) to customers of our subscription service. It was clearly in the promotional material that we were going to do this.
These products to show a cost in the system but we didn't charge the customers. The cost of the items are listed for reporting purposes. The customer was never charged for these items. There is no refund needed.
Initial Complaint
01/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed two orders, one on Dec 7 and the other on Dec 8. It's been showing it shipped for the last month. I went on the shipping carrier website and they say the tracking number I have isn't theirs even though I click the tracking link I recieved from the retailer. I've been trying to get in contact with customer for weeks, not getting any responses, I spent a whole day calling customer service, never getting through. I was able to finally reach someone via phone, was told she would look in to it and email me the next day. To no surprise I never recieved an update. I gave it two days and called customer service again today. I was told everything I ordered was now out of stock so now I don't get the products I purchased and looked so forward to having. If they're going to have such huge sales events, they need to prepare better. They were combining orders placed on multiple days, so the ones they combined are now missing, no tracking info, hardly any help from customer service. I'm very upset to not be recieving products I looked forward to getting and will not be able to get since they're limited releases. I placed an order right away to secure them and I'm still getting screwed.Business response
01/17/2023
Sorry for the delay on this. We have a shipping partner that lost a lot of packages. We have refunded both of these orders.Initial Complaint
09/21/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a nail dip kit and an additional container of nail color from this company. The tracking shows that the product was delivered on Saturday, September 18, 2021 in a parcel locker; however, I never received the package. I live in a high rise apt building and a key to a locker was not in my mail slot nor was the package. I checked with the front desk concierge and they did not receive the package. Front desk concierge advised that other residents have made complaints about packages being marked delivered on the same day and they dont have them. I emailed the company several times to request a refund as I do not trust for a replacement to be sent to me via **** again and have yet to receive a response. I want my money back!Business response
09/22/2021
Customer wrote in several times on Monday, 9/20. Her initial email told us that the package was missing. We responded trying to confirm information and were offering to reship the package. She then responded a couple of times. First saying that if we couldn't ship via *** then she wanted a refund. We can ship via *** but she never responded to our questions. She then followed up a couple of hours later saying she wanted a refund and then shortly after that complaining to the owners of the company. This all happened in the same day. She then filed a BBB complaint the next day while we were still working on the resolution. Unfortunately, responses can take up to ***** hours (as is industry standard).
I personally responded to her today and refunded her. We never denied her a refund. Unfortunately, her multiple responses and attaching ownership delayed her desired outcome. We had no issue refunding her order. We don't believe this is a valid BBB complaint.
Customer response
09/22/2021
[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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************Initial Complaint
09/09/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
August 21, I ordered about $100 worth of product. August 23, I received an order confirmation and tracking number.August 27, the package had not arrived and tracking number was invalid. Issue reported on August 27.On August 30, Support emailed and said my package was missing and new package would be sent out. I was given a new order number and a new tracking number.August 31, I was told one of the items in my order was now out of stock and I was offered a refund for that item, which I accepted.September 2, I contacted Revel Nail again because my replacement package had not shipped. Multiple attempts to contact support were made.September 6, Support reported a "glitch in the system and created yet another order number and tracking number, putting me back at the start.September 7 contacted support and received no response.September 9, newest tracking number shows package still has not shipped.Business response
09/15/2021
So sorry that it took a while to get a resolution here. The initial package going missing was unfortunately out of our control.
You are correct in that we did have a technical glitch dealing with inventory and that an item was out of stock. We took a couple of days to investigate because wanted to fill the order as you placed it if we could. Unfortunately, we weren't able to do that and, as you said, gave you a refund and shipped the rest of the order.
The replacement order was placed on 9/6 (a holiday) and was shipped on 9/7 via **** We received a delivery confirmation that it was received by you on 9/14. We are unsure why there was a delay in *** updating tracking. Below is the text on the *** tracking.
Proof of Delivery
Dear Customer,
This notice serves as proof of delivery for the shipment listed below.
Tracking Number
1Z7A259W0201579748
Weight
1.40 LBS
Service
*** 2nd Day Air
Shipped / Billed On
09/07/2021
Delivered On
09/14/2021 12:31 P.M.
Delivered To
*****, **, **
Received By
DRIVER RELEASE
Left At
Front Door
Thank you for giving us this opportunity to serve you. Details are only available for shipments delivered within the last 120 days. Please print for your records if you require this information after 120 days.
Sincerely,
***
Tracking results provided by ***: 09/15/2021 11:49 A.M. ESThttps://www.ups.com/WebTracking?loc=en_**&requester=ST&trackNums=1Z7A259W0201579748/trackdetails
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Customer Complaints Summary
10 total complaints in the last 3 years.
1 complaints closed in the last 12 months.