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Business Profile

Online Retailer

R&M Richards

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 0 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:09/29/2023

    Type:Product Issues
    Status:
    Resolved
    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 3 outfits beginning 6 weeks ago for sizing issues and have not received any refund or acknowledgment that they have been received. I have emailed, reached out through ******** messenger and have not received a response.

    Business Response

    Date: 09/29/2023

    PO#***** was refunded on 9/14, please check your records.

    PO#***** was refunded today. Return package did not include the proper paperwork so it took some research to identify the customer. A screenshot of a phone with no order# is not what we need. The packing slip has clear instructions as to what needs to be included in the return package, most importantly the PO#.

    PO#***** awaiting for the return, refund will be issued accordingly.

    Also we don't communicate through ******** messenger, please use our customer service email for any furher communications.

    Customer Answer

    Date: 09/29/2023

    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:05/02/2023

    Type:Product 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 returned my order (#*****) via *** several weeks ago (March) and received notification from *** that the package was delivered and signed for at the ** returns department location and I have not yet received a refund to my bank account. All items were returned unopened and security tags were not removed. I have repeatedly requested an update on the status of my refund, but have not been given one. ***** Richards should be embarrassed by the fact that most complaints are regarding their ****************** lack of communication and efficiency in giving the customer their refunds.

    Business Response

    Date: 05/02/2023

    Return package was received as stated.

    $755.00 USD was refunded on Mastercard that was used for the purchase on 3/31.

  • Initial Complaint

    Date:03/09/2023

    Type:Product 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 ordered six dresses totaling $674.90. Two of them we not in stock and I was refunded $202.30. I received four dresses totaling $472.60 on 1/27/23. The dresses did not fit and I returned them to the warehouse using the address provided. I paid for shipping per the instructions, and I have proof of delivery that my package was received by the R&M ******** warehouse on February 17 and signed for by "*****". On 3/2/23 I called the warehouse to inquire about my refund and I was told they will not talk to me by phone only by email and they hung up on me. I sent emails on 3/2/23, 3/3/23, and 3/6/23 and have received no response. I would appreciate your help in getting my refund to me. .

    Business Response

    Date: 03/09/2023

    As our return police stated we need **** business days to process a return.

    We are still in this period since we received the return, there was no need for this complaint.

    Return was located and refund was issued.

  • Initial Complaint

    Date:11/07/2022

    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.
    purchased 3 dresses on 8.21.22 from R&M Richards for $294.95. They shipped 8.26.22 one of the dresses they sent was the wrong dress so I returned that along with another dress from that order and did receive a refund. I returned the one remaining dress on 9.29.22 and have not received that refund. I have sent 5 emails requesting the status of my refund and no response. I have called the headquarters and they state I have to wait for them to respond. that is not helpful because they don't respond.

    Business Response

    Date: 11/08/2022

    Refund was issued.

  • Initial Complaint

    Date:10/18/2022

    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 ordered a dress from R&M Richards but NEVER received the package and they charged it to my card anyway.

    Business Response

    Date: 11/02/2022

    Package shows delivered based on tracking.

    We cannot control lost/stolen/misdelivered packages.

    Customer filled a chargeback with Shopify which we have accepted anyway.

    Refund was issued.

  • Initial Complaint

    Date:10/11/2022

    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.
    Transaction date Oct 9,2022 tried to cancel while purchase was processing. Shipping and billing address were different. ******** went thru, I immediately sent several emails requesting address changes. I called Oct 10, 1st thing and a rude associate said best thing to do was e mail. I sent another 2 emails, no contact from the company. I received a shipping statement that item was being shipped by **** I intern contacted *** and requested package be delivered back to the company since the address was incorrect. I then sent a 6th email to the company stating dress was being returned by *** as I tried to change the address and it was not possible. This company has the worst customer service Ive ever seen.

    Business Response

    Date: 10/28/2022

    Refund was issued.

  • Initial Complaint

    Date:09/21/2022

    Type:Product Issues
    Status:
    Resolved
    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 08-24-2022 I ordered 5 items from ***** Richrds ********, Order Number ****** Customer PO Number *****. The total order was $4750.00 and my **** credit card ending in **** was charged $475.00 on that same date. The merchandise was received by me on Saturday, August 27, 2022. According to their Return Policy, I returned 4 of the 5 items totaling $386.00 via *** ** and the merchandise was received by R&M Richards on Wednesday, August 31, 2022, signed for by ********** (according to *** ** Tracking Information Online).As of today, I have not received my refund nor have I received any confirmation of receipt of the merchandise. I have made several attempts to email customer service with no response. Their telephone number says the mail box is full and cannot receive messages. It is as if they don't exist. I am not able to contact anyone in any way about my refund. I would appreciate whatever help you might give me regarding getting the refund that is due me.

    Customer Answer

    Date: 10/04/2022

    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:09/21/2022

    Type:Delivery Issues
    Status:
    Resolved
    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 dress online from R&M Richards on Tuesday 9/13 around 9PM CST. I paid $50 for next day air shipping. Per their policy on their website, *********** Ground Shipping on all Continental US orders. All orders placed after 7 AM will be shipped the next business day. Our warehouse is open Monday-Friday." As this was after 7AM Tuesday, it should have been shipped the next business day (Wednesday). As I paid for next day air, this would mean that I would receive it Thursday. I tried contacting customer service on Wednesday afternoon as I had not seen a shipping update and I needed the dress by Thursday as I was leaving Friday morning. I did not get a email confirmation that this message went through, so I sent an email to ********************************************* I received an update on Wednesday that the shipping label was printed out, meaning it would be shipped that day. However, ***** did not receive the shipment until Thursday afternoon and it would not be delivered until Friday when I was out of town. I emailed the customer service email and stated that I did not receive what I paid for and would need the $50 refunded. It is now Tuesday 9/20 and I have not received a response from customer service since my initial message 1 week ago. This is unacceptable. I even attempted to message their instagram in hopes that someone would help me. The package was finally delivered yesterday, Monday 9/19, as my vacation hold was lifted. This has been the most unprofessional company I have ever worked with, and I will not be purchasing from them again.

    Customer Answer

    Date: 10/16/2022

    Better Business Bureau:

    At this time, I have not been contacted by R&M Richards regarding complaint ID ********.

    Sincerely,

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

    Business Response

    Date: 11/02/2022

    While it seems it was ***** that delayed the package we will agree to refund the order.

    Freight charge was refunded.

    Customer Answer

    Date: 11/10/2022

    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.

     

    Hi,

     

    I am emailing back to confirm that I have officially verified with my bank that I was issued a full refund for my purchase for #********. I am satisfied with the result.

     

    Thanks,

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

     


     

  • Initial Complaint

    Date:09/20/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a dress from them on August 17, it arrived on August 22. It did not fit correctly and I returned it Priority Mail on August 25, It was received by R&M on August 29. I have emailed them 3 times and still have not received my refund of $84.15. There is no alternative way to contact them other than the contact email. I see now that I'm not the only one and the list is long. They stress reading their return policy before ordering, but maybe they should abide by it. This is very disgusting and they shouldn't be allowed to continue an online business and ripping people off.

    Customer Answer

    Date: 10/07/2022

    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:08/18/2022

    Type:Product 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.
    July 20,2022 I placed an online order ( order# *****) through PayPal to R&M Richards for two dresses for a total of $238.00. Then on that same day, I placed another order with the company ************************** for four dresses, totaling $496.00. The orders arrived on 7/22 and 7/25 and I returned the entire order# ************************************** order#***** and followed the instructions exactly as stated in the return information. Both packages were shipped in one box through ***** on 7/25/22. Tracking number ************. Tracking information states that it was delivered to them on July 28th. On August 10th I received an email from PayPal stating that I would be getting a credit in the amount of $238 for the first order. Although both returns were in the same box that ship through *****, they have not responded to my several emails inquiring as to why the second return that was in the box with the first one had not been credited to my account. It seems logical to me that if you include two separate orders in one box with all the documentation that they would process them at the same time. It is now August 17th and I still have not heard anything from them despite several emails that I've sent and phone calls that don't go through. The amount of the second refund I'm expecting is $367 for the three dresses that I returned. I don't think it's unreasonable to expect a reply after having emailed them three separate times. All of the items fit the requirements in order to be accepted for return, they had never been worn or even tried on, and all of the tags and paperwork were included. If they would just credit my PayPal account in the amount of $367.00 it would be resolved, and as long as the $238.00 credit actually appears on my statement soon. I've received nothing from R&m Richards to indicate that they processed the other order of the returned merchandise.

R&M Richards is NOT a BBB Accredited Business.

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