ComplaintsforVelvet Caviar

• 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.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I MADE 2 *****S TO VELVET CAVIAR. THE FIRST ***** I USED MY ***** AND THE SECOND ***** I USED THE SAME *****. ON THE SECOND ***** FOR $105.00, I NEVER RECEIVED AN ***** CONFORMATION, SUMMARY, OR TRACING NUMBER. ***** LATER, I CONTACTED THEM TO ASK WHERE MY ***** WHERE. I EXPLAINED THAT I HAD NO INFORMATION ON THE ***** BUT MY ACCOUNT WAS CHARGED. I FOUND OUT THAT THEY ADDED AN I TO MY NAME IN THE ***** IN ERROR SO I NEVER RECEIVED THE *****M THE CONFORMATION OR THE SUMMARY. ONCE I RECEIVED THE ***** I NOTICED THAT THE 2 POWER PACKS THAT I PURCHASED TO BE USED ON OUR NEW IPHONE 15 PRO *** PHONES, WAS BECOMING DANGEROUSLY HOT ON MY HANDS AND SO HOT THAT I WAS CONCERNED IT WOULD DAMAGE MY PHONES. I CONTACTED VELVET CAVIAR TO RETURN THE ***** BY *****, SINCE THEY HAVE NO PHONE CONTACT INFORMATION, AND I EXPLAINED THAT I DID NOT HAVE ANY ***** NUMBER, NO SUMMARY NOTHING AND NOTHING CAME WITH THE PACKAGES SO I HAD NO WAY TO RETURN. AFTER WEEKS OF CONTACTING AND MESSAGING THROUGH THEIR FB, THEY FINALLY SEND THE ***** NUMBER TODAY, AND INSTRUCTED ME TO GO TO THEIR RETURN PORTAL, WHICH THE WINDOW TO RETURN WAS ONLY ULNTIL 10/17/23, WHICH WAS YESTERDAY. I HAVE BEEN TRYING SINCE 10/10, 23 AND ZERO RESPONSE. THEY DID NOT RESPOND IN A TIMELY FASHION AND THIS CAUSED ME TO NOT BE ABLE TO RETURN THROUGH THE PORTAL. THEY ALSO SENT THE INFORMATION TO THE INCORRECT *****. ALL THE OTHER ***** ON A SEPARATE ***** WHERE FINE. SINCE MY COMPLAINTS AND LETTERS ALL DAY TODAY, THEY HAVE IGNORED MY REQUEST FOR ASSISTANCE AS THEY HAVE DONE FROM DAY ONE. THEY SENT ME INFO ON A DIFFERENT *****, BUT NOT THIS ONE. THE POWER PACKS ARE DANGEROUSLY HOT, AND CAN DAMAGE A PERSON, OR A PHONE. I EXPLAINED ALL OF THIS TO THEM AND ZERO RESPONSE. I AM REQUESTING A FULL REFUND. MY ***** IS ************************* AND THEY SENT IT TO ***************************. THEY ADDED AN I AFTER MY NAME. THAT WAS THEIR ERROR NOT MINE.THANK YOU,*************************

  Business response

  10/19/2023

  We want to express my deepest apologies for the issues you've faced with our products. We truly understand your frustration, and I appreciate your detailed explanation of the problem.We assure you that we take these concerns seriously. Your experience with our power packs is certainly not typical, and we want to thank you for bringing this to our attention.Regarding the email address, we do not make any changes to customer information unless explicitly requested. It appears there might have been a technical glitch or misunderstanding. We understand how frustrating this must be, and we apologize for any confusion caused. To rectify the situation, we will be sending you a return label for the faulty items. As soon as you ship the products back to us, please notify us. We will closely monitor the delivery. Once the items are received, we will process your refund. Our team will also thoroughly investigate the issue to ensure it does not happen again. Rest assured, we are committed to resolving this matter swiftly.We appreciate your patience and the opportunity to resolve this issue for you. Please feel free to reach out if you have any further concerns or questions

  Customer response

  10/22/2023

  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:

  I CLOSED THE BBB CASE DUE TO VELVET CAVAIR WRITING IN THE RESOLUTION LETTER THAT THEY WOULD SEND ME A RETURN LABEL TO RETURN 2 POWER PACKS THAT WERE GETTING EXTREMELY HOT AND COULD POSSIBLY CAUSE DAMAGE TO A PERSON OR MY NEW IPHONE 15 PRO MAX. I HAVE CONTACTED THEM NUMEROUS TIMES AND THEY WILL NOT RETURN MY EMAILS REQUESTING THE RETURN LABEL. THEY HAVE NOT SENT ME ANY RETURN LABEL. I AGREED WITH THEIR FIRST RESPONSE TO THE BBB THAT THEY WOULD SEND THE LABEL. THE CASE WAS CLOSED BUT THEY HAVE NOT SENT A LABEL AND WILL NOT EMAIL ME BACK. THANK YOU, ****** ****** 
   
  
  
  
   
  

  Customer response

  10/24/2023

  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

  10/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Place an order for an iPad case on 9/19/23- on 9/21 received a notification of shipment vis ***** however up to September 24, a Sunday shipment still not picked up so I contacted seller who told me that there is indeed a problem and she will check on it the next day: this is a Sunday and **** does not pick up regular package on Sunday. Business is located in **** but registered in NY.On Monday at 2 pm I received a notification that my package was delivered. It did not make sense since it was not picked up in **** the night before and **** does not offer same day delivery. After work at 5pm I went to my mailbox and no package. I contacted **** and they told me that they do not have pictures of package delivery and according to their tracking there was not way it was delivered since they shown it had not left **** until that morning but that often shippers that an online account can force the system to show a delivery. I contacted the Velvet Caviar and she refused to refund me and said I can replace it which is an admission that she never sent it since she offered in 2 seconds to replaced it. I told her no it was for my daughter who got another one because of the delay in getting the one ordered and I requested a refund. She refused. She said when you received the original one return it and I will refund. How can I return something I never received and was never sent. I saw on your site that over 350 people filed the same complaint. They are stealing from people. Charging for merchandise that is never sent. Please help in getting my refund. Thank you.

  Business response

  10/03/2023

  Thank you for reaching out concerning your recent order of an iPad case. We appreciate your feedback and are deeply sorry for the inconvenience you have faced due to the delivery issues with your package.We want to assure you that we adhere to strict policies. We always ship what is ordered, despite having occasional delays due to volume. We do not force system delivery notices. Our commitment is to provide honest and reliable service to our customers. Additionally, in situations where a package may have gone missing, we offer courtesy shipments to ensure our customers receive the products they ordered.Upon investigation, our records confirm that your order was dispatched on September 21, 2023. It's crucial to understand that **** tracking may not always update every step of the way, especially if workers miss scanning packages. We understand your concerns, and we genuinely empathize with the frustration caused by this situation. However, given that **** has marked the package as delivered, we kindly request you to check with your local post office and neighbors to confirm whether the package was mis-delivered. If the item is found, we would be more than happy to assist you with the return process and expedite your refund once the item is on its way back to us.We are dedicated to resolving this matter. If you require any further assistance or have additional concerns, please do not hesitate to contact our customer support team. Your patience and understanding in this matter are greatly appreciated.

  Customer response

  10/03/2023

  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:

  I have messages from the lady confirming on Sunday that the there was indeed a problem and magically the package is delivered d she also stated in a previous messsgzs that she had a picture of the packaged delivered. Can she provide that picture because **** checked on their end and they have no picture of the package in my mailbox. Proof again that she is lying. 
  I never got this package because it was never sent.  I asked the lady to provide me with a telephone number and she never did  honest people and businesses do provide a telephone number  if you refuse to talk there is a problem  

  I WANT MY MONEY BACK OR SHE HAS TO PROVE TO ME SHE SENT ME MY PACKAGE. 

  WHY WOULD SHE OFFER TO SEND ANOTHER ONE IF SHE IS SO SURE IT WAS DELIVERED  IT DOES NOT MAKE SENSE  SHE LIES NOT STOP AND IN EACH EMAIL SHE CONTREDIT THE PREVIOUS  EMAIL.  

  if they want to provide me with another I need to be able to choose another one since my daughter had to go and buy one somewhere else due to the delay. 
  

   

   

   

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

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

  Business response

  11/29/2023

  Hello ********,

  Your chargeback request was submitted to your bank on October 6, 2023. They asked us to respond on October 18, 2023. From there, they have informed us that your dispute is under review and will be resolved by January 14, ****. As they have not made a decision yet, the system is still showing an active dispute. Should they choose to cancel your chargeback dispute or decide otherwise, it should reflect on the system. We kindly ask that you wait for their resolution as it is now under your bank's control. 

  Customer response

  11/29/2023

  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:

  I just called my bank and now they are lunching a fraud inquiry.  I forwarded the message above and said it was a lie and the claim is close  in their system since November 8.

  So thank you for lying now even the bank knows what you are . You have a rating of **** on the BBB site and no wonder .  I will post this everywhere .  
  

  To the BBB, I want this exchange posted on your site or I will do it myself.  They lie non stop.  My bank never sent them anything thru their system .  

   

   

   

   

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

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

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an iPad case online at full price in May 2023. The business claims they provide a 1-year warranty on their products for defects of materials or craftsmanship. This product started falling apart soon after I bought it with light usage. The cover peels off and the edges fray. When I attempted to reach out to this business, they did not respond to me.

  Business response

  09/25/2023

  We want to extend our sincere apologies for the challenges you've encountered with your recent purchase of an iPad case from our online store. Your feedback is vital to us, and we deeply regret any inconvenience you've experienced with the product and our communication.We take immense pride in the quality of our products. It is disheartening to hear that the iPad case you received did not meet our usual standards for materials and craftsmanship. Rest assured, this is not in line with our commitment to delivering high-quality products and exceptional customer service.Upon reviewing your case, I noticed that we reached out to you on September 11, 2023. After your response was received on September 22, 2023, we offered to send you a replacement for the case. We are eager to address the issues you've encountered and ensure that you receive a replacement product that meets your expectations in terms of quality and durability.To proceed with the replacement, we kindly request your response and confirmation of your shipping details. Please provide us with your preferred shipping address, and our team will expedite the process to get the replacement iPad case to you as swiftly as possible.Once again, we apologize for any inconvenience you've experienced, and we appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  
  
  
  
  
  

  Customer response

  09/28/2023

  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

  09/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a cell phone case in july 17, 2023. The case is sticky, sticks to paper, sticky in my hand, sticks to other items in purse. I cannot use. I paid $35.00 for case. Company offered store credit of $28.00. I need full refund. Company is not standing behind warranty. No resolution from company.

  Business response

  09/08/2023

  Thank you for reaching out to us with your concerns regarding the cell phone case you purchased on July 17, 2023. We deeply regret any inconvenience this issue has caused you.After reviewing your order, we've noticed that the initial price of the item was $35. When you placed your order, you availed of a 20% discount coupon, resulting in a final charge of $28. We understand that our customer service team has already explained this to you, and we genuinely thank you for your understanding and acceptance of the $28.00 store credit that was provided to you.Once again, we apologize for any inconvenience you've experienced and appreciate your patience and cooperation.

  Customer response

  09/08/2023

  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

  08/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed Order number ********* on June 25th, 2023. Received a shipping status on June 26th, **** tracking number *********************.The link took me to ****** which was not correct. **** update shows item was picked up by the shipping partner on Jue 26th, with no updates after. Contacted Velvet Caviar on 7/17. Was informed that it was a courier's oversight in scanning my package and that my order was going to be sent via priority mail. I was to receive a new tracking number when this happened. This has not happened. I emailed again July 26th but have not had a response. According to my first email confirming my purchase, "packages ship out the next business day and deliver within 3-6 business days for U.S. orders). I still have not received my order and would like to either receive it or be reimbursed.

  Business response

  08/01/2023

  Hi ****, we do apologize for the delay and shipping concerns you had with your order. I do see that order was reshipped and has been successfully delivered. **************************************************************************************

  Customer response

  08/02/2023

  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. However, delays in shipping should be communicated in a timely fashion. While I am satisfied with my product, I am likely to warn potential buyers by sharing my experience.

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

  
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased two phone cases. One of the cases was poor quality. I tried following their return/exchange process with no resolution. Website wouldnt let me. Emailed them multiple times with no response, waited over a week for a response. They gave me a generic response, I tried again, didnt work. Emailed them and they BLOCKED me! I want my money back for this cheap, poor quality phone case. A business that blocks their paying customers, should be ashamed of themselves!

  Business response

  08/15/2023

  Hi ******, we're sorry to hear you were not happy with your recent purchase. Our support team certainly did not block your email from contacting us, have you tried checking your spam folder in case our replies have gone there? It also looks like your order was a BOGO, therefore you received the 2nd case for free. Per our website, BOGO orders are not eligible for return or exchange. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I didnt get to provide my email previously. The system didnt allow but I have it there now. Anyway Im just looking to exchange my broken MagSafe ring that I paid ***** for and I dont care If its still pink or a new color. I also want to exchange my case despite it being a free one I win. I had to pick something it had expired on 18th but I really wanted the new Mon ***** case 13 pro **** I tried to email back and its saying email wasnt sent that the owner account was disabled. Apparently others are having this issue too. I like this company but you all need more customer service representatives and maybe two emails. To be a company making good money this shouldnt be an issue. Even a live chat would be good ,It ***** that you can only email them .

  Business response

  08/15/2023

  Hi ****, we're sorry you had some trouble contacting our support team. Our email ran into some issues however they have since been resolved. Our support team is happy to assist you with your return/exchange as long as your order is eligible. Please reach out to them via email for assistance. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order for a cell phone case and accessory on 6/28/23. The tracking information attached shows 1 item never leaving the business shipping facility, the other shows them delivering it to themselves. I have yet to receive anything that I paid for. I have left multiple comments on their ******** page, sent multiple messages on instragram, and have sent several email messages. They continue to blame **** I contacted *** myself and they verified what the tracking information reflects, they have never shipped anything to me. I have not been able to get the product nor a phone call to solve this.

  Business response

  07/27/2023

  Hi ******, we do apologize that you had some issues with receiving your order and the delays within ***** Unfortunately this is something that is out of our control. Upon checking, I do see that the reshipped order was successfully delivered to your address, however since you stated you did not receive it, we did have the order reshipped an additional time. The updated tracking information was provided to you via email. 

*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. ↩