Complaints

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date 7/30 Order fulfillment date 7/31 I bought a perfume from Twisted Lily for $164, the order was fulfilled and ready for *** on Monday 7/31, the customer service rep I spoke to said that they were too busy and now they have to carrier availability to tell me when this order might ship so I asked for a cancelation and refund and now they won't answer me. The only phone number for them is turned off. I filled out a request on their website for a cancelation/refund and phone call and haven't heard anything back. I just want my money back so I can buy from somewhere else.

  Business response

  08/04/2023

  Hello There, 

  We have made every effort to respond to the customer in a timely manner. Our orders can take up to two business days to be processed and shipped, excluding the time it takes for the package to depart Twisted Lily's facilities, as stated on the shipping policy page. Please be aware that we are only available M-F from 9 a.m. to 5 p.m., and our response time may take up to 2 business days, as stated in our automated reply. However, we make every effort to respond sooner. We also responded to the customer once our office reopened, as we were contacted outside business hours. Also note that after an order has been processed to ship, we are unable to offer a cancellation; in this case, the order had already been processed for shipping/carrier pickup when the request was made. If the customer wanted to return the products once they were received, we would have assisted her with doing so by sending her a return label. We have tried to resolve this matter by noting that if her order does not show movement over the weekend, we can offer a refund or reshipment on Monday.

   

   

• Initial Complaint

  12/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed a online order 11/28/2022 with Twisted Lily for a sample kit (5 samples x $25.00. I received +3 additional non-ordered samples at approx $4.00 apiece for a grand total of $37.00 yet I was billed $90.00. I searched the package envelope for an invoice (none) & checked my online account profile that stated I hadn't placed any orders. Not Accurate!! When I started a refund to investigate the order, all the items I ordered came up on a list but stated they were non-refundable. I am missing numerous samples that weren't mailed to me. The company seems to be in total disarray. Customers should be array of this shopping mess.

  Business response

  12/16/2022

  Upon hearing about this issue from the customer we attempted to gather more information in order to best resolve her complaint. We apologized for any packaging errors that occurred during the fulfillment of her order and requested confirmation of the missing items so that we can offer to ship them to her as soon as possible. The customer has not yet confirmed what the missing items are and requested a refund. We would be happy to resolve this issue by reshipping any missing items or damaged items. 

  Customer response

  12/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Update 12/22/2022: I have submitted photos to Twisted Lily on 12/20/2022 of proof of order summary & photos of the received items as requested by Twisted Lily. I am awaiting receipt of my products as promised by Twisted Lily who stated they are mailing my products to me on 12/21/2022. I did contact my Bank re: this $90.00 transaction dispute, however I feel Twisted Lily will fulfill this order.  I will terminate the dispute transaction initiated with my bank USAA & Twisted Lily at that time.

  There is a separate bank transaction reflecting a partial refund of $3.45 on a $4.00 charge on a out of stock Twisted Lily item.

  Twisted Lily's charging full price for goods & not sending them is unusual. Twisted Lily requesting customer to submit proof of a partial order is even more unusual & this business practice should be clearly apparent to customers. The Burden is ultimately on the company to prove they sent a order and to display all online order summaries. In light of the errors, I wish to resolve this issue with the company & move forward. Thank you.

    

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **********************************
  
  
  
  
   
  

  Business response

  01/09/2023

  Hello -

  
  We have reshipped the missing items for the customer and refunded the cost of the sample item that is no longer available for reshipment. (A screenshot of reshipment order #****** and refund proof is attached.) ******************************************** ********* *******************************
  
  Each order includes a cost breakdown, which is emailed to the customer once the order has been placed. The original order came with a promotional discount which is why $4 was not refunded for ************** and $3.45 was (see attached screenshot). 

  We believe we have fully resolved the issue for this customer.

  Customer response

  01/27/2023

  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 and the matter has been resolved.
  

  I shopped at Twisted Lily's online website & paid $90 for multiple perfume samples. The first shipment contained only 8 perfume samples. Contacted Twisted Lily who requested I take pictures of the box with the 8 perfume samples & submitt the photos to them via email. It seemed  a strange request as the burden lies with the merchant to provide a shipping invoice & shipping information. I received neither. Even the perfume samples were marked Not For Sale! Buyers Beware...I advise shoppers to not shop with Twisted Lily. If you must, Keep a picture/record of all transactions including keeping a screenshot picture of your order...Their website lost my order details. Recovered accidentally.
  

  Sincerely,
  
  ****
  
  
  
   
  

  
  

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Order #*****/ Date of Transaction: 8/14/22/ Amount: $644.09 I purchased 2 fragrances from their online boutique, I'm a ******* fragrance reviewer and I trusted another ******* reviewer and ordered from them, it was my Mother's Birthday and this was perfect. Niche fragrances aren't cheap so you'd expect decent customer service. I received a completely destroyed item. One of the fragrances wasn't properly sealed and it had completely leaked out. BEFORE it even got to me and what seemed like before it was even shipped. I sent multiple videos and photos showing the damage just a couple hours after it being delivered. I showed the stains on the box which was the color of the fragrance so they knew this was done way before it got to me. Instead of apologizing that I received it like that and offering me a refund or replacement and a pre-paid label so I could send the damaged one back while waiting for the resolution that was already being HANDLED, they told me THIS: "In order for us to proceed with your return we will need a **** verified residential address. From there we will supply you with a pre-paid return label to send us back the damaged bottle of "** Capitale". For us to offer any kind of refund or re-ship we will need to submit a claim to our insurance. For us to do this we will also need you to fill out an affadavit which we will supply you. So again, from here please supply us with a residential address and we will get your return started." This wasn't a $10 dollar purchase. The desire to even apologize or compensate me was non-existant. Them filing a claim is between them and their insurance. Not me. Most upsetting part is I provided proof and I want my money back right away and they can also EMAIL me a pre-paid label, (nobody MAILS a label) and I will ship it. But how does my address help them send me a label? I should get my money back as soon as they receive the damaged package back at least, not wait for a claim. That's not my problem

  Customer response

  08/30/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

*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. ↩