ComplaintsforEmily Paige CO

• Initial Complaint

  11/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My partner and I ordered a sweatshirt on August 24, 2023. I have attached order confirmation as well. We were told the business was running late in ordered and it could be expected up to three weeks late. It is not November 6, 2023 and we have received nothing. I have reached out via email, tik tok, and Instagram since this company already processed and took the money we paid for the sweatshirt to see what was going on. The company has “seen” our messages via Instagram and do not respond. The order number is: ORDER #***** The sweatshirt was named: Ghost Dog Embroidered Crewneck × 1 Her website: ****************

  Business response

  11/07/2023

  a chargeback was opened by the customer on October 11th. Once a chargeback is opened the customer’s bank will fully refund the customer & the order will be canceled on our end. We advise you to reach out to your bank if you have any questions regarding the charge. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a shirt from this business in late July. I never received a confirmation via email but emailed the business asking if My order was received. They acknowledged it was and the $29 and change was removed from my bank account. After a few weeks I did not receive a shipping confirmation so I reached out again. They replied they had an influx of orders. I still have not received it as of today’s date. I have reached out via email multiple times with no response. Additionally I have commented on the businesses TikTok video twice asking for an update which were ignored and then deleted.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I placed an order for 2 of the ghost dog tees on 8/7 for a total of $84.00. After not having received the order by 9/1, I reached out via message on the website and via email that day. I noticed on the site it noted now that due to a high volume of orders, processing time had increased to 3 weeks. Emily Paige Co made no effort to actively communicate this delay with anyone who had current orders in the works, but, either way, 8/28 would’ve been 3 weeks processing so we’re passed that deadline with or without communication. I still had not heard back on 9/5 so I reached out via Instagram DM this time, email again, and web chat again. Still no response on the afternoon of 9/6 so I then reached out again via Instagram DM and this time tried commenting on a TikTok video as well since I could not get her to reply to me privately. Shortly after commenting on her TikTok video, my comments were deleted but I finally got a response saying that one of her machines went down so there was a delay but I should get my order by the following week. I find it concerning that multiple messages over multiple platforms over multiple days when ignored until I commented publicly. It is understandable that small businesses face unexpected problems, but the lack of communication and not following through on what is being told to buyers is what makes it not okay. It is a couple days short of being 6 full weeks since I placed my order. Her site as of 10:58am today, 9/15, is still promising to have orders processed WITHIN 3 weeks. I messaged her account on Instagram at 11:02am today asking for an update on my order since it has been 9 days since our last messages - she read my message and did not reply. Screenshots have been provided. At this point I just want her to actually send the shirts I ordered or fully refund my order as she has not upheld what her business promised.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order for 2 glasses (1 cherry and 1 strawberry) on July 25. I received an email that the order was received and was given an order number. The money was taken out of my bank account through PayPal. However, I never received the glasses. I sent messages through instagram, through her website, and through email but never received a response.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a tshirt from Emily’s website directly on 7/21 for $41.90. The email confirmation quoted 5 business days for processing. On 8/8 I followed up (12 business days later) via email as my item hadn’t shipped yet. I never got a response, but ironically my shirt shipped the next day. I received my item on 8/11 and there was a hole in it right where the stitched design ended. I promptly emailed her the same day within the guidelines listed on her website asking for my options. According to her website I am due a replacement if the item is in stock or a refund if it is not. I followed up one week later on 8/18. I also left a review on her website and commented on an Instagram post. It is now 8/23 and I have yet to hear back. It is now over a month since my original order and I am out the money and all I have to show for it is a damaged product.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on 8/8/2023 from *****. I ordered two embroidered shirts. The shipping policy stated that they would ship within 3 business days. I was researching other shops and came across the exact same product for $10 less. I politely reached out to ***** to ask if/how her product was different. She got extremely defensive and rude. I was simply asking her a question. The reason I included this is because I think this is why she was holding my order. When my order didn't ship, I reached out on 8/12 asking if she had shipped the order. She replied "it's the weekend so orders won't go out until Monday." On Monday evening, 8/14/23, I sent ***** a message asking if she was able to ship the item. No reply. I messaged her again today and again no response. She then blocked me and canceled my order and posted the cancellation reason as "unable to deliver to buyers address". She never even shipped or intended to ship my item. Extremely awful customer service. After reading other reviews and reaching out to the customer service team of the site I ordered from, this seems to be a consistent issue with *****. She takes the money and then delays and delays and doesn't respond when asked for updates. She has blocked me on all social media because I left a similar review to this one. I'm not sure that is is actually a legitimate business. I don't think she ever intended to ship my order (just take my money). I have screenshots of this if needed.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 13 I placed and order for 4 glasses/ 4 tops and 4 glass straws. I place the order on her website. I did not notice that her cancelation policy which indicated that it would take 14 days for the order to be processed. I reached out to her on 7/23 requesting to cancel the order since these where gifts. She responded on 7/25 and quoted her cancelation policy, she then stated that the order will be shipped out on 7/26. On 8/4 the order was shipped with a tracking number. On or about 8/6 the order arrived. I opened the box on 8/9 and noticed that I was missing an item from my order. I emailed her on 8/9-8/10-8/12-8/15 as well as reached out to her on her social media page. She has yet responded to my request to rectify the missing item. As I indicated to her that these were bridal party gift which now has come and gone and I can not give out a set to 3 women and not to all 4 because of her inability to package the items correctly. Per her social media page the appearance that she gives off is that she has an abundance of glassware items that me needing to cancel 4 glasses would not be a burden. Again I am only trying to get this matter resolved or have her acknowledge my email and fix the situation. But right now she has not done anything about the problem that I am in right now.

  Business response

  08/19/2022

  Order was packed and shipped out on August 4th and delivered to

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

  on August 6th via UPS. Attached is proof of delivery provided by UPS. 

  Tracking #:******************

  Customer response

  08/20/2022

  I did not receive all of the items that I requested. As per the attachment I showed you what I had placed an order for and I am missing a glass straw from the set. She only shipped 4 glasses 4 tops and 3 glass straws. I have requested via ema on numerous occasions to have the othe straw shipped but she has not responded to my emails that I have sent. 

  
  

  Business response

  08/22/2022

  Refund was given for missing straw.

  Customer response

  08/22/2022

  I ordered a set I now have a glass/ lid and no straw. I explained to her in detail how it was a gift for friends and yet I am still being set back because she does not want to refund me what is due to me. I really think some thing more needs to be done since this is her business and I had to go through these lengths to get any resolution.
  

*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. ↩