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Business Profile

Online Retailer

Velvet Caviar

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 114 total complaints in the last 3 years.
  • 51 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the ******* S25 ultra case and they sent me the ******* 25. They continue to blame me and I'm telling them that their ordering process and check out process are not only complicated but glitchy. Even in their advertisements, they advertise the S25 ultra but show at S25 or it's the other way around as I have shown you in two attached screenshots. Every time I reach out to them it takes them almost a week to respond and what this does is make it so that I can no longer return a product after only 15 days. I've contacted them via the contact request form on their website and via email and all they do is push the problem back on me. They say it's my fault and when I try to do an exchange for a different case I am not able to do it because I can't select the right case because they sent me the wrong one!

    Customer Answer

    Date: 04/26/2025

    Complaint ID ********, my complaint has NOT been resolved because:

    I continued to email the company, but they would not replace it with the right case so I had no choice but to exchange it for a different case. They kept trying to blame me saying I ordered the wrong one, but of course I know the kind of phone I have and I know I ordered the correct case. They are still out of stock of the one I originally ordered, so I don't see that this is going to be resolved.

     

    ***** ****

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    On February 17, 2025, I ordered 3 phone cases. 1 was for an iPhone 16 for my daughter, and 2 were for me for my ******* S23. On February 19 2025 I received all 3 phone cases. On March 19, 2025, I realized that the Lilac Vibe Checkered case I received was not for my phone model. I checked my order and saw that I ordered the wrong model, an S25. I reached out to Velvet Caviar via email and got no response. On March 20, ************************************ videos to show proof of my concern. March 21st i was asked to confirm the model that I needed. On March 26th, I was told that they cannot accept used cases and would be happy to refund me $20 of the $64 that I spent on these cases. They assumed that the case was used when all I did was put it on my phone. I opened my other case, ***** ****** Pastel Glitter which I did order the correct model for however, it still was not the right case for my phone. All I am asking and have been asking for is to exchange the case for the correct model. I reiterated this to their customer service multiple times. I don't want money back, I just want the correct case. They did not answer me for days. Acted like they were going to help me and then in the end, provided no help. I am extremely disappointed by their customer service and professionalism. People make mistakes all the time. I made 1 mistake by choosing the wrong model and THEY made a mistake in sending me the wrong case for the other model.

  • Initial Complaint

    Date:03/26/2025

    Type:Customer Service Issues
    Status:
    Unanswered
    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 2 MagSafe battery chargers for $65 each. They have since been recalled for causing fires. The company will only replace with black battery chargers. I purchased their chargers with fun designs. When I complained to the business they said that they will offer 2 black batteries each (lesser quality or value) or 1 pattern one. My only choices were to accept 2 lesser quality replacements or 1 equal quality and be out $65.

  • Initial Complaint

    Date:03/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a phone case on 3/14/25 and it was supposed to ship within a few days. I have reached out several times asking for an update on shipping but have not received any response from the company. Beginning to think I am out $70.

  • Initial Complaint

    Date:03/17/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 3-6-2025, it shipped the same day. Shipping stalled so *** been trying to contact this company for a resolution with no help at all. My emails either go unanswered or I get a generic email stating they will send my issue over to the relevant team. I've had no help from them at all. It is now 3-15 I still have no help and no product. I would like my money back for item ive not recieved.

    Business Response

    Date: 04/02/2025

    Hi,

    We deeply apologize for the delayed delivery of your product. There are aspects of the delivery that are out of our control. To compensate for the delay, please see a separate email from us. Again, our apologies for the delay.

  • Initial Complaint

    Date:03/11/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a case and I have been waiting for it for over a week since it did delivered. I hehe emailed the company and all i get is for me to look for the package. That was almost a week ago and now they are telling me to wait another week before they investigate. Since this happened I've also done research with others having similar issues! I wanted a replacement which by the way I let them know as well I ordered wrong case which is why I was waiting on it to arrive so I can send it back and get correct size but I don't have my money or product

  • Initial Complaint

    Date:03/10/2025

    Type:Sales and Advertising Issues
    Status:
    Answered
    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.
    Every promotional email sent out by this company says they have free shipping and returns. However you are charged $5 for shipping. Shipping is only free once you spend $50 - which is not advertised. Returns also are not free. Emails clearly state free shipping.

    Business Response

    Date: 03/12/2025

    Hi ****,

    We sincerely apologize for the confusion and frustration caused by the conflicting information in our promotional emails regarding shipping and returns.

    We want to clarify our shipping policy: Free shipping is indeed available for orders totaling $50 or more. Orders below this threshold incur a $5 shipping fee.

    Regarding returns, we want to assure you that we do offer free returns in the sense that we do not charge any restocking fees or other internal processing fees. However, the $5 fee you mentioned is the cost of the return shipping label, which is paid directly to *****

    I hope this clarifies things.

    Sincerely,

  • Initial Complaint

    Date:02/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This is regarding Order ********* placed on February 5 and delivered on February 10. After delivery, I opened up the products, and there were multiple issues. I reached out to the business on February 10 via email, February 12 via email, February 14 via email, February 18 via email, February 20 via email, and the issue is still not resolved. Per their website, they have a 1 year warranty which they are not abiding by for these products: ************************************************* 1. The suction cups on the BLUE MIGHTYGRIP MAGSAFE MOUNT are worn / damaged, causing the mount to not stay suctioned to the mirror. I sent a photo of the damaged suction cups which I am also attaching to this complaint. The business requested a video of my phone attached to the mount showing it falling off my mirror. I cannot video the issue given my phone is required to do so. They then asked if I have a friends phone I can use to video the issue. I am not calling a friend to drive to my house to video the issue when I have sent photo evidence showing the damaged suctions.2. The PREPPY ***** AIRPOD CASE does not snap onto my AirPods case. I sent the business both a video and a photo of this. The business then sent back a video demonstrating how to install the case. I informed them I already did those steps and am still experiencing the issue. It is a faulty case. I am attaching the photo to this complaint, but your website does not allow me to send you the video which is a better depiction of the issue. 3. The *********** stickers were all bent. A photo was provided.

    Customer Answer

    Date: 03/21/2025

    Better Business Bureau:

    At this time, I have not been contacted by Velvet Caviar regarding complaint ID ********.

    Sincerely,

    ********* ********

  • Initial Complaint

    Date:02/14/2025

    Type:Delivery Issues
    Status:
    Answered
    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 with this company on January 15th. It has not shipped as of today 2-14-25. I have already been charged for the item. I have attempted to contact the company 3 separate times. First on 2-1-25 asking for an update. No response from the company except some AI generated generic response. I attempted to contact them again yesterday asking for a refund at this point. There again was only AI generated response. I contacted them again on the morning 2-14-25 and still did not get a response I just want a refund for this order that never even shipped. I literally can not get ahold of anyone in this company.

    Business Response

    Date: 02/17/2025

    Hi *******,

    My apologies for the inconvenience this has brought you. I have sent a separate correspondence to you about this issue. Please check your email as we have offered a solution to resolve this issue.

    Please let us know if there is anything else we can help you with.

    Sincerely,

  • Initial Complaint

    Date:02/05/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered 27th Jan 2025. Says will ship within next 3 business days. Contacted 2x since then ( 29th Jan , 4th Feb) to follow up and request immediate shipment on order and no useful response. Website says I should have tracking 7 days after ordering and still checked order today and its still stuck in processing. I need a refund at this point. This company is a scam.

    Business Response

    Date: 02/22/2025

    Hi *********

    My sincere apologies for any inconvenience this has brought you. Rest assured that we trying our best to resolve your issue. Please refer to a separate email about the resolution of your issue.

    Sincerely,

     

Velvet Caviar is NOT a BBB Accredited Business.

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