ComplaintsforVelvet Caviar

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order ********* Date Nov 6/2023 I placed an order for my 2 new phones which was never delivered to my address as claimed , By contacting Velvet Caviar CS to inform them about what happened they said they could do nothing about it ,then in February 2024 a package showed up from the shipper with a note on it ( delivered to the wrong address ) I informed Velvet Caviar CS about the update and sent them photos of how it arrived and they still denied any responsibility to sort out the issue happened here ..Thank you ******

  Customer response

  08/11/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Velvet Caviar regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for 2 cases and 2 MagSafe grips from their site the day after their Rodeo collection debuted. I waited for nearly 2 weeks and contacted them about my order since it never shipped. I was told that they are working on it. Great. I was then told that they were out of stock, which I had a feeling that they oversold the Disco Cowgirl items. I was offered to wait and they would send out the in stock items. I was only told that the Cocoa Cow MagSafe grip was out of stock. However, when I received the package in the mail, the Cocoa Cow Phone case and Cocoa MagSafe Grip were in the package. I was missing the Disco Cowgirl Phone case and the Disco Cowgirl MagSafe grip. I contacted Velvet Caviar and they said that I was only missing the Cocoa Cow MagSafe grip and asked me to send a copy of the invoice, which I did. They confirmed that they did not include the 2 items and told me that they would send it once it was in stock. Forward a few days, I was browsing their site and saw that the Disco Cowgirl items were available for my make and model of my phone, but was told in an email they didn't have them available. So I contacted them on ******** inquiring if they were in stock and was told YES with a link to purchase. I emailed customer service and was told they were working night and day to fulfill orders. Okay, so why not just get mine out to me since I had ordered 3 weeks ago. And then I emailed them and told them they could just refund me the $40 and I could just place the order all over again, to which my request has been ignored.

  Business response

  06/06/2024

  Hi *******, I'm sorry to hear you experienced some issues with your recent order. It looks like their was a high volume or orders placed during that time which cause a delay in your order shipping out. We do apologize for that, as we understand that can be frustrating. I do see that your order was split and some items were shipped first & the remaining items were shipped out as well. Our support team has reached out to you with the tracking number for that second shipment for you. 

  Customer response

  06/06/2024

  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

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for two cell phone cases from this company and I did not receive them do to bad address. I reached out to the company who told me there was nothing they can do as I gave wrong address, however I proved to them I did not. After the customer service I have received all I need at this time is a refund.

  Business response

  06/06/2024

  Hi ******, it appears an incorrect address was provided on your order when you placed it, therefore **** is unable to deliver it accordingly & has sent it back to us. Our team has reached out to confirm a correct address so that we are able to reship the order for you but we have not heard back. 

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on this website and they deducted money out of my account and never sent order to me. They also did not send me an email with a confirmation or tracking number. I feel like this is a scam !

  Business response

  04/05/2024

  The customer placed an order with us using the email address' **********************' which is where the order and shipping confirmation emails were sent to. The order was shipped and successfully delivered to the address provided on the order.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My mother ordered a phone case from this website, which had a different hue in person than it did in the pictures & looked/felt a little different than I thought it would. I immediately put it back in the packaging with intention for her to return it. Due to personal extenuating circumstances, we were not able to e-mail the company about the returning/refunding process until just a few short days after the window closed because when she tried earlier this month, the e-mail with a return label was not sent to her e-mail. The company's first representative who responded made it seem like an accommodation would be made as long as I sent pictures of the item in perfect condition, still with packaging etc., but then another representative responded to the thread attempting to override with only offering store credit or exchanging. There is no difference between the condition of my item & that of one that is still within the return window. They gave the impression they would be willing to give a refund if pictures were sent, but now it seems as though sending pictures was worthless since the answer has not changed. The pictures were supposed to provide proof that this item is absolutely able to be returned in mint condition. Im requesting that this company allow the **************** as implied in the initial exchange. I absolutely do not want store credit or an exchange, as the second representative attempted to do. I would also appreciate a response from the business letting me know once the refund/return has been approved.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On Monday, November 6th 2023 I received my order of a white magsafe grip. Upon opening, I saw that it was coming apart on the back. I emailed about a replacement. I was told to send photos which I did twice and a video 3 times. I haven't once heard back unless I email and ask for an update. I emailed 11/7, 11/8, 11/13, 11/17x3, 12/21 because I still didn't hear back and today, 12/29, to send the video they still say they haven't gotten. I have never seen such horrible customer service.

  Customer response

  01/02/2024

  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

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an IPhone 15 case from Velvet caviar over 2 weeks ago I havent received it yet and they dont have a phone number. $26.99 or have I received anything from them

  Business response

  12/28/2023

  Hi *******, sorry to hear you are experiencing some shipping issue with your order. Upon checking, your order was shipped and delivered to the address provided on 12/14, please see tracking here - **************************************************************************************. Should you need further assistance on your order, please reach out to our support team for help! 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the case one week, shy of a month ago I contacted velvet caviar and asked basically what was going on that is been about 8 to 11 days that the item hasnt been shipped even though it says that it will take an extra few days to be shipped out on their website but it didnt say that it would take two weeks. It said a few days a few days its not a week plus when the website states that the item will be shipped and processed within 3 to 5 business days, not 7+ business days two weeks later I contacted the company asking if I should get a refund because my item has not been shipped thats when velvet caviar should have said we can refund your money since its taking amount of days longer than expected or give us store credit one but they said no its just gonna take a little extra a few days as I said a few days should not take two weeks for you to ship an item. Consumer ask if they get refunded or did they want a refund they should automatically get the refund instead of having to fight the company for it

  Business response

  12/28/2023

  Hi **********, sorry to hear you experience some shipping concerns with your order. It looks like you placed your order during our Black Friday sale which we experienced a huge increase in orders during that time. As stated on our website, please allow additional processing time for weekends, holidays, sales, and pre-order items. Each customer will be provided with a tracking number via email, allowing you to follow your package. Due to the increased amount of orders, additional processing and shipping time occurred. We appreciate your patience regarding your order. If you would still like to return the order for a refund, please reach out to our support team for return instructions and they would be happy to assist. 

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on December 1st. I never receieved an email showing the products I purchased, never got an email stating it has shipped, and it is December 6th and still nothing. I emailed the company and asked when I should expect and update on my order. No response. I wish I would have read reviews and investigated BEFORE I placed the order.

  Business response

  12/06/2023

  Hi *****, I'm very sorry to hear you are having some issues regarding your recent order with us. Upon checking, I do see your order (# *********) was placed successfully and all confirmation emails and related emails are being sent to the provided email on the order; *********************. I also checked in with our support team and it does not look like they received an email from you at that email address regarding your order. Due to our current sales, we are experiencing a longer ship time than normal. As our website states, please allow additional processing time for weekends, holidays, sales, and pre-order items. Each customer will be provided with a tracking number via email, allowing you to follow your package. In addition, I will have our support team reach out to you via email for further information on your order. 

  Customer response

  12/07/2023

  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

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on Nov 3. It shipped on Nov 6, and according to ***** was delivered on Nov 8. I never got it. I have a locked mailbox so there is no chance someone removed it. I contacted Velvet Caviar on Nov 9 and Nov 11. Both times their response was less than desired. Their position was to "wait and see" because this "happens all the time" and to keep waiting because it is "usually resolved in a few days". Um, what? The package was sent with $100 insurance, which I can see on the **** site. Why would the business expect me, the customer, to just "wait and see" when they've had my money for over a week and can easily resolve on their side with insurance? I work in the finance/operations space and this is NOT how you treat customers. As the consumer I am owed either a refund or my product. It is not my responsibility to continue to be inconvenienced and it is **** poor customer service to say "oh, just keep waiting!".

  Business response

  11/14/2023

  Dear *******,

  We appreciate you bringing your concerns to our attention regarding your recent order, and we sincerely apologize for any inconvenience you may have encountered.

  We recognize the frustration caused by the delay in receiving your package. We understand that the tracking information indicates delivery on November 8th, but we acknowledge that the package is not in your possession yet.
  

  Our standard procedure in such cases involves advising customers to check with their housemates, neighbors, or local post offices, as packages can sometimes be inadvertently received by others or remain at the post office for a few days. Despite these efforts, we understand the issue persists. We understand that this is not the resolution you wanted or expected and we have already initiated coordination with our courier partner to conduct a more thorough investigation.

  We are committed to resolving this issue to your satisfaction and will be more than happy to assist you further. We understand the importance of your purchase, and we are dedicated to ensuring a resolution that meets your needs. Please reach out to our customer service team to discuss pptions such as reshipping your order or processing a refund.

  We value your business, and we genuinely appreciate your understanding and cooperation in this matter. If there is anything else we can do to assist you during this process, please feel free to let us know.

*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. ↩