Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order placed on 8/30/24. On 9/4/24, we received an email that the order had been shipped, with *** tracking number. The order never arrived. *** tracking shows label created but there was no further update. Contacted Zadig three times but never received a response.

• Initial Complaint

  Date:09/09/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order on Saturday, August 31st, 2024. I received a page which confirmed the transaction and gave an order confirmation number. Unfortunately I did not screenshot it. The money is gone from my account. I never received an email from Zadig Voltaire so I decided to reach out. They replied a day later that the transaction was declined by my bank and that I should contact them and place a new order. Ive been on the phone several times with my bank and the transaction was completed and the money has been withdrawn. I replied to Zadig Voltaire with a message and a screenshot of the transaction from my bank. That was two days ago. No response. They have my money and are saying the order never went through. I just opened a dispute with my bank but it wont resolve overnight. Im very angry about this and I will never order from this scam of a business ever again. Buyer beware!

  Customer Answer

  Date: 09/09/2024

  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,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/05/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have returned 2 items out of 3 of my order 3 weeks ago. And on the online system it showed the status returned but the seller didnt confirm the refund. Im asking for the seller to refund.

  Customer Answer

  Date: 08/22/2024

  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,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:03/04/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 perfumes from ********************************************* Feb 18 2024. They only shipped me 1 perfume and its now March 4,2024 and I still havent received the 2nd item I ordered. I contacted customer service and its been over a week with no response. All I want is the item or a refund. I will never order from this company again. Terrible customer service! Scammers!

• Initial Complaint

  Date:01/16/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two sweaters November 27 2023 and I retuned both of them 3 days later. I received a partial refund (only half of the money) on December 18, 2023. I wrote them immediately to tell them this. I 've been writing since then twice a week but I have got no response. I am still waiting to hear from them. I want them to give me a full refund.

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an item on the sellers website in November of 2022 and was sent the wrong item. I reached out to customer service and received a response asking me to return the item and upon receiving it they would send the correct item.I returned the item and emailed a copy of the *** receipt. They received the item and said they would be shipping the correct item and would let me know when it shipped- this was on 11/23/22. Since then Ive heard nothing. Ive sent three emails and received no response.

  Customer Answer

  Date: 01/25/2023

  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.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/05/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Zadig &Voltaire website on 12/18/2022. I received confirmation email for my order. On December 20 I sent a request to customer service since I didnt receive any additional email regarding shipment details. On 12/22 ***************************** responded to my request and told that I should be patient because the team currently updating their system.On 12/26 I contacted again customer service and asked about shipment update since I didnt received any updates since 12/22. I received response for my 12/26 request only on 12/30 from ***** after I sent additional request. ***** basically told me that because of the system problem at their site they have not be able to process my order. And she also asked me if I want to cancel the order and she offered 25% discount toward the next purchase. Please note after ********************************************************** processing state I am receiving very strange offer. They didnt tell me that the product with my size is not available anymore at their site. I proposed them to look at the other stores and give me 25% discount because of all inconvenience that I am going through and time I am spending. I didnt receive any responses since even after my multiple emails to the customer service. When suddenly I received SMS on my phone from ***** from Sunset that they have my product and they will hold it till some time. I contacted ***** and she told me that my order was cancelled (please note that cancellation was done without my approval) and I can place new order with them. I told her that I didnt receive any cancellation notice from Zadigetvoltaire. But if my order is cancelled and I should place new order she should apply 25% discount offered earlier by *****. ***** from Sunset store told me that she cannot apply web discount to the product in store. I suggested her to contact Zadigetvoltaire. She tried for couple of days with no response from Zadigetvoltaire and she gave me the number of her manager ********. I contacted ******** and asked to call me which she never did. On 01/03/2023 I received email from Zadigetvoltaire asking me to rate their customer service.There is no phone numbers to communicate in US only number in France. There is no clear communication with customer. And I never receive the product that I ordered as a gift for Christmas,

  Customer Answer

  Date: 01/31/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Zadig & Voltaire- ******** LLC regarding complaint ID ********.
  
  Sincerely,
  
  **** ********
  

• Initial Complaint

  Date:12/07/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased pants from ********************************************* website that were on sale and the listing stated "On Sale", it didn't mention anything that it was Final Sale. When the pants arrived they didn't fit me and the receipt said that it was Final Sale and i cannot return the item. I wasn't sure about ********************************************* sizing and would never bought these pants if i knew i wouldn't be able to return them and i only found out about Final Sale when i received the pants and saw the receipt. I emailed ********************************************* and let them know that their listing don't specify that the items are on Final Sale, which is required by law. ***** responded that per their policy all sale items are final sale and i won't be able to return it. It's not only unfair to the customers for tricking into buying things and not accepting them back for return, it's also against the law to do so. Please see below "If a merchant has an All Sales Final Policy, it must be in a clear and conspicuous place in a storefront or website. Placing the limitation on receipts or invoices is not conspicuous enough, especially since customers will not see the prohibition until after their purchase."

• Initial Complaint

  Date:11/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on Zadig &Voltaire website on 11/11/22 I received the wrong item on 11/14/22.Purchased a ************,but they somehow sent me a plain white t-shirt instead.Wrote multiple emails to the contact email,I got one response from someone named *****,who advised me to send back the item and sent him a picture of the tracking number receipt,so he can authorize the exchange.After I did that he ghosted me.The phone number registered for this business isnt working,so I resorted to calling one of the stores,the sales associate promised to look into it,I spoke to her again and she told me that her manager contacted them with the issue via urgent email,but they dont have a time frame for me..Even the sales associate admited that for the next time i need something from their brand I should call one of their stores,so i can be helped by a real person.next few.And there is nothing more she can help me with..I have screenshots of my original order,and also the item I received and the label that sent it back.They are already in possession of the returned item and nobody had contacted me with details about an exchange.And now the status of the order is closed.I havent received a refund either.What kind of luxury brand does not have a customer service phone number.Like a lot of the other reviews I guess i am not the first person to experience such trouble.I Dont want the refund for the returned item I would like to receive the bag that I ordered initially.

  Customer Answer

  Date: 11/26/2022

  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,
  
  ******************
  
  
  
   
  
  

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two sweaters from the company amounting to a total of approximately $1000 on October 1st. When the sweaters arrived on October 5th, I determined that they were both uncomfortable and not worth the price tag and eligible for a full refund. I returned the sweaters in the shipped box with the provided return label that same day October 5th. I waited 8 to 10 business days before contacting the company about my refund which has not been processed. They did not respond until October 18th - asking for a tracking number. I explained I used the shipping label provided in the box and was not given a tracking number and asked why they couldnt track it since they had issued the return label in the first place. I am still waiting on a response and a refund- now it has been three weeks. There is no phone number to call customer service, and no one responds to subsequent emails. I have contacted the company over four times and have not received any additional information. I have read similar stories from other customers and I am appalled at the substandard customer service, given their claim to be a luxury high-end brand.