ComplaintsforMemento Vivere

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought three items on December 5th 2023 and never received them and would like a refund

  Business response

  01/14/2024

  We have successfully processed a cancelation and refund to your order.The posting may take 7-10 business days depends on your bank issuance.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a shirt for my son 9/16/2023 and waited. Never receiving it, I emailed them on 11/9/2023. The reply was that they were very busy and I could expect the shirt to be shipped in 1-2 weeks. So I waited but re-emailed on 11/24 letting them know I was concerned that I had been ripped off. I was offered a store credit at that time. On 12/11/2023 I told them to send a full refund since they were not able to give me a shipping date. On the 13th I got an email again telling me that they were a small company and they thanked me for my patients. I emailed back right away that I wanted a refund, end of story. On 12/15/2023 I was told that they would send the request to the back office and I should hear something in 2-3 week. After hearing nothing, I re-emailed them on 1/5/2024 to inquire about the refund. On 1/2/2024 I was told that they had heard nothing from the back office but I should hear soon. They also mentioned that I might still get the shirt, the shirt I no longer want. I need my money back and to be done with this company. I hope no one else has to deal with this company as I have.

  Business response

  01/14/2024

  
  We have successfully processed a cancelation and refund to your order.The posting may take 7-10 business days depends on your bank issuance.

  Customer response

  01/16/2024

  [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

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an online purchase on 12/8/23. I received confirmation of my purchase and payment was deducted from my account. As you can see from the attached emails, I received a response after my initial email checking the status, but have received nothing since then. It was explained to me that they have a "small team of 4" and that I would receive another email soon witch tracking information, which I never did.

  Business response

  01/19/2024

  We have successfully processed a cancelation and refund to the customer's order. The posting may take 7-10 business days depends on your bank issuance.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order (no. #*****) on November 24, 2023 during their black friday sale for three shirts. Nothing has happened with this order at all, i’ve sent multiple emails and direct messages to the brand on instagram and have heard nothing back. This seems to be a common problem with this company, as i’ve seen multiple others say they’ve been waiting even longer than I have, some saying up to 5 months. I’ve ordered from them before and it has never taken anywhere near this long. It seems that they pick and choose which orders to send out, and they delete any comments on their social media that are calling them out for scamming. All around just very unprofessional behavior.

  Business response

  01/19/2024

  We have successfully processed a cancelation and refund to the customer's order. The posting may take 7-10 business days depends on the customer's bank issuance.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase on November 23, 2023 in the amount of $118.40 (order # *****). I ordered: Western Washed Black Denim, Crucifix T-shirt, Voltage T-shirt, Bloody Valentine Hoodie. I have never received my order and it is now December 30, 2023. I have sent multiple emails to the company. They keep responding saying that they are "so busy" and "preparing the order." This is absolutely ridiculous. The fact is, is that this company is completely fraudulent and not actually selling clothes but rather stealing customers' money. I want a refund of the money I spent.

  Business response

  01/14/2024

  We canceled and refunded the customer's order.

• Initial Complaint

  12/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #***** was placed on June 23rd. I received tracking information on 7/21. That tracking number updated to be ‘shipment cancelled’. I first contacted the merchant about the order on 8/2 via email(7/1 via IG DM), with the last communication from them being on 10/26 via IG when they generated a new order #*****. I was told to allow 20 business days for the order to be shipped. I reached back out to the merchant on 11/25 via email and have not been provided an update. As my documentation shows contact was made with the company on 8/2, 8/6, 8/8, 9/1, 9/10, 9/17, 9/19, 9/21, 9/30, 10/2, 10/4, 10/14, 10/16, 10/19, 10/26, 11/25 and again on 12/22. These are just dates that I inquired about my order via email. Messages were also sent via social media as well and went unanswered. My order is still listed as unfulfilled on their website. They have offered a store credit, that is not the same as the money I spent. Also, how can I even trust that what I purchase with the store credit will even be received. As someone else noted, although they are having issues with fulfilling orders from previous sales, they continue to advertise new products and offer new items. The items purchased were advertised as been “pre-made/printed” to ship out quicker. I have submitted proof of me questioning the shipping time and they informed me of this. Using the excuse of being a small team is really not a sufficient excuse as to why orders are not getting out in a timely fashion. It’s also insulting to see this company continue to promote new merchandise and sales, when orders are going unfulfilled for months. As of today, the merchandise from that order has not been received. The merchant has stopped communicating with me via email and social media.

  Business response

  12/26/2023

  A cancelation and refund has been processed

  Customer response

  12/28/2023

  [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.
  

  I do hope that this business becomes better with communicating with their customers and learn not to overwhelm themselves with business they are not yet equipped to handle. 
  
  Regards,
  ******* ****

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction: oct 13th 2023 Company is a scam they have been saying “order will ship in 1-2 weeks” since October 13th. There is hundreds of other people also complaining they never received their order.

  Business response

  12/20/2023

  A refund has been processed already, it's been a while.

  Customer response

  12/21/2023

  [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

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 2 items September 30th and paid $35.71. It is now December 19th and I have still not received shipping info. I contacted the business multiple times and each time they told me to wait even longer because of “an increase in orders”. This is clearly just an excuse as they continuously have sales to sell more items that will never get shipped out, or at least most definitely not on time. I contacted them about a refund but they said they don’t provide those. It has been 3 months so I believe it is more than fair to request a refund and receive one, this is all I want. I have contacted them 4 separate times and on each occasion they give me another random inaccurate time frame along with the same generic copy and paste message that states “they’re a small team” and I should “be patient”. Again, I just want my money back. My order number is #*****

  Business response

  12/20/2023

  A refund request has been submitted.

  Customer response

  12/24/2023

  [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

  12/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered almost $100 worth of product from them on September 8th, and still never received anything. I’ve emailed them multiple times and they just keep pushing the shipping times back. They ignored my attempts to get a refund and just told me my package would ship within the next couple weeks.

  Business response

  12/20/2023

  A refund has been submitted.

• Initial Complaint

  12/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered twice on the same night from this company. I ordered a t-shirt in one order, and then I ordered a shirt and a pair of shoes from their site in a separate order. Although I was charged for “priority” or “express” shipping (there was not even a regular shipping option, part of their scam) I received the order of just a t-shirt about 6 weeks after ordering. The shoes were a preorder, and were set to ship 6 weeks after ordering. That would have been around mid October. It is now December 3rd and after about 6 emails telling me “they are a small team working hard” and 3 different shipping labels being created, the package is nowhere to be found. *** has even confirmed they did not receive it. The kicker? This company continues to advertise fire sales, deals, “free” shirts, restocks, etc. on their ********* page although they haven’t been able to fulfill orders from September because of their “small team”. All their ********* comments are flooded with people who have similar complaints. The responses they have here on BBB all sound like the same generic things they write in their copy-and-paste emails. Long story short, this company is full of absolutely negligent, inconsiderate, greedy people with awful business practices. Continuing to take orders and push for more sales while supposedly not even being able to fulfill orders that are months behind is beyond unethical and I’m surprised it isn’t illegal. Order from this company at your own risk, as there’s a strong chance your money just goes down the drain.

  Business response

  12/06/2023

  Upon checking the order ***** has already been delivered, I have attached the order along with the tracking while the ******* still in the hands of the courier. We advised customers that we no longer have controls to packages handed over to courier.

  Customer response

  12/07/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I was already provided the screenshot the company provided to BBB, which I was informed by the courier, the superiorly reputable ***, that the screenshot simply indicates the creation of a shipping label and not the actual shipment of the product.  The company is absolutely responsible for providing the customer an explanation of where their items are and correcting their issues.  How can any real business just accept that items frequently don’t make it to their destination (according to them, at least)?  I called *** and they have zero record of ever receiving the actual package, and given my history with this “business” I have a hard time taking their word over ***.  At the very least, a refund needs to be issued.  If it was just myself with this issue, I would have zero problems believing the parcel was “lost”.  However, it is every complaint on the BBB, and is also half of their ********* comments.  That doesn’t just happen on ***’s watch like that considering this is the first package that’s ever “gotten lost”.  Do what is right and fix it.  

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

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  12/11/2023

  Once we ship the order out and give it to courier the order is out of our hands. Whatever happens to your order once it is in the hands of courier is up to them and we have no control over what happens. We just sent an urgent email for further investigation about the parcel, there's no Estimated timeframe yet for their response, we'll let you know once we receive a response from them. Or you may accept our store credit in the form of an e-gift card without an expiration date for you to place a new order. Let me know your thoughts.

  Customer response

  12/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  

  I will accept the delivery of my order, or a refund, I am not accepting store credit just to be told my package was lost again and that there’s simply nothing you can do, as if that is the customers fault. 
  
  Regards,
  
  ******* ***

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩