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:02/19/2025

  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 Number: #****** I received my LoveShackFancy x Roller Rabbit Pajamas package about 1 week ago on Feb. 8th and just opened it the other day. As soon as I opened the package a strong smell of cigarette/weed was present and it was absolutely disgusting; it scented my whole pajamas like it. I sent several emails to the LoveShackFancy brand and the only messages that I received were that the smell came from my house?? which it completely did not as our house is smoke free and the smell literally appeared from the package as soon as I opened it. They sold out immediately so I can't even repurchase them.

  Customer Answer

  Date: 03/16/2025

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

• Initial Complaint

  Date:02/13/2025

  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 am disputing the charge for my order #****** with LoveShackFancy and seeking partial refund amount of $195.04 for a missing item I never received. I placed an order on the LoveShackFancy website on January 1st, 2025, which included the ******* Slip Mini Dress (size M, ****** ****) on sale for $180. I am still missing this sale dress I originally ordered, the retailer has made multiple errors on their end in regard to my purchase, such as the item going out of stock after I placed my order on Jan 1st, no communication of this unless I asked for updates by email, stated my refund would be processed and instead sent me a different incorrect dress without my consent or notice, and then sending me a return label asking me to return the wrong item at my own time and further cost (repackaging, printing label, driving to post office), while I have not received neither the refund or correct dress. Given the multiple errors made on the retailer's end, I am now seeking my refund while also keeping the incorrect item as I am entitled to under California Consumer law. Below is more information regarding the timeline and details of the issue. Missing Item from Order #****** Order #****** date placed: Jan 1st Total cost of order $681.10 Total requested refund for my dispute $195.04 ($180 for missing dress + tax credit $15.04)Under both California consumer protection laws and the *** Mail Order Rule, I am entitled to receive a refund for the missing sale item I originally ordered and to keep the unsolicited product sent to me without notice. A prepaid return label does not change my legal entitlement. Given the multiple mistakes made by the company, it is unfair to require me to return the wrong item at my own time and cost. I have already spent time and effort contacting their team about these issues.While I have been a loyal customer of ********************** and enjoy the brand, I find this experience extremely disappointing, particularly considering the luxury prices Ive paid.

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding LoveShackFancy has been resolved. I have communicated with their customer service team via email, received a *** return shipping label, and returned the wrong dress they had sent me. Although I was legally allowed under consumer law to keep the unsolicited item I have shipped it back in order to resolve the issue on good terms as I do love the brand, this is the first time I had a negative shopping experience from their website. I have received my refund and this issue is resolved. 
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:06/11/2024

  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.

  Order number *******I ordered the Elizabella Dress is size XXL. Prior to purchasing the dress, I looked online to verify the correct sizing I would need according to my own personal measurements. According to the size chart, it stated that I would need a size extra extra large as the measurements for a dress purchase an extra extra large is as follows: bust 39-41"waist 33-35"hips *****". Upon receiving the dress, I noticed that it was super tiny as I took it out of the package and nothing like the measurements posted online. Upon further investigation, I decided to measure the dress which I found out was not as advertised, but instead these were the measurements of the actual dress received received: bust 28, waist 30, hips 35. Even though the dress is marked as a size XXL it looks like the actual size received is more in line with a size Small/Medium. Apparently, the dress sent is a flawed dress. I reached out to customer service the same day as the item was received to notify them of the issue. I received a response from ******* today stating that all sales are final and that there was nothing they could do. I replied inquiring to speak to a supervisor as the dress I received is not what I ordered. She stated that no exceptions are made, but she would reach out to a manager. This is extremely unethical and at this point I would like to a return label to return their dress, a full refund in addition to an apology from the company considering this is the fault of LoveShackFancy for not sending what is advertised and instead a dress that doesnt even ***** with their published measurement.

  Customer Answer

  Date: 07/05/2024

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

• Initial Complaint

  Date:06/11/2024

  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.

  On June 8, 2024, I was adding a dress to my cart. LoveShackFancy utilizes app/website SHOP to process payments. While I was looking at my cart, SHOP automatically processed the items I had in my cart. LoveShackFancys website says to contact them for any order issues as I was looking to cancel this order immediately. They were closed so I sent an email within minutes of the order completing. Today is June 10, 2024 and Ive been trying to reach them by phone since they opened today to no avail, through social media, and email. It is now the end of business time for today. Now I received a response to my email that my order has been processed and its too late to cancel. I checked the tracking number they provided to confirm the status and only a label was created. I know as the item has not been picked up by ***** the order can very well be cancelled. I replied to the email and have had no response. I keep calling, emailing, messaging social media and cannot get anyone to help me. I would like my order cancelled. If it cannot be cancelled, it needs to be shipped immediately so I can return it and request an immediate refund this is the most horrible customer service as this company is unreachable. Please assist. Thank you so much.

  Customer Answer

  Date: 06/24/2024

  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:01/23/2024

  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.

  Ordered a dress on 1/11/24 to be express shipped for a work event the following week. Noticed by Saturday 1/13/24 there had been no shipping info sent, so I reached out to customer service to cancel the order as I would not receive it on time. I was informed on 1/14/24 the item was already processed and could not be cancelled. Reached out to this company numerous times since the item had not shipped to cancel the order and issue a refund. No response and a week and a half later I receive tracking info on 1/21/24. There is no reason the order could not have been cancelled and refunded when a company takes well over a week to ship an item that I paid money to have EXPRESS shipped. Terrible customer service and I want a refund and the shipment cancelled. I spoke with ***** and the company can request on their ***** account to have this order sent back. Which better be taken care of immediately.

• Initial Complaint

  Date:07/17/2023

  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.

  The vendor processed the payment without having the product. Did not refund the payment within a timely manner resulting in extra fees. Fees were not returned.Vendor has not replied to emails, Instagram messages, or ****** messages.

  Customer Answer

  Date: 08/13/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Love Shack Fancy has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service 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.

  Purchased on April 26th, 2023. Ordered 13 items that shipped in 3 separate orders, I reached out several times by telephone, leaving voicemails and emailing the business for updates, without reply. 1 item was canceled due to fulfillment issues. I reviewed one order of 2 items, and the remaining 10 were marked as delivered however I was home and did not get any packages. The ***** proof of delivery is just a blacked out photo. I filed a claim with them and they said the package was deemed as lost. I didnt realize I paid for route protection, but the company wants to give up my personal information like my Social Security over the internet. Love shack fancy has not helped me, and route doesnt have a customer service number to speak to an actual person. Instead of calling me back, love shack fancy emails and there is no resolution.

• Initial Complaint

  Date:07/18/2022

  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.

  Misrepresentation of products, shipping times excessively delayed despite premium charges, overnight shipping is not refunded when the item is delayed and the customer does not receive notification of delays prior to purchase or after purchase, customer service does not respond to phone calls or to DM on social media, delayed return processing is excessive and is typically only processed after making another purchase, charged **** k by LSF boutique without customer authorization. LSF boutiques keep client credit card numbers including expiration and three digit card number on file in a non-secure casual manner, upon inquiring about merchandise and giving instructions for items selected and not selected told but your card went through for everything! inferring the only indication for a discerning or conservative purchase would be lack of funds, final sale items non-refundable even if damaged or misrepresented, quality inconsistent with price for large profit margin examples are clothing missing buttons or seams in poor condition. Overall, too many discrepancies to indicate a thriving business.I have provided proof of the conversation as an example of Loveshackfancy boutique charging me without consent and disregarding my request not to purchase. The sequence of communication shows immediately charging me after I state in writing I want to wait until the next day.I have provided proof of messaging to inform me the next day what items I bought with no receipt.Attached is the conversation telling me to resell the items when they arrive despite my request not to purchase.And finally, I have provided proof of the boutique stating I am responsible for the purchase even though I did not ask to make this particular purchase followed by a referral to a 3rd party offsite vendor undisclosed to me which is now of questionable authenticity. Please contact me if more evidence or proof is required to communicate how unsatisfactory this business is ethically.

• Initial Complaint

  Date:07/13/2022

  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 attempted to order 3 rolls of LoveshackFancy Sunset *********** wallpaper in blue from their website. (140 per roll*3 rolls=420) The charge on my card reflects that. I have included a bank statement with the *** charge of $447.30 (tax and shipping). I never got an order confirmation page, just a page saying their site was busy and to contact them if no confirmation arrived. I did not get a confirmation but the charge went through. I have been communicating with customer service and they have no record of this charge even though I have provided proof from my bank account; they directed me to another order that I did receive confirmation for. They have told me a manager is needed but not available for a week. They called me ********* but my name is ****. I need to be refunded as this order was charged to my account but they claim they have no record of it. I have also filed a ***** Fargo claim, claim #*************.

  Customer Answer

  Date: 07/15/2022

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