ComplaintsforMOCO Boutique

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an item that is poor quality and smells like it was made out of toxic chemicals. The business claims to be a small business that values their customers. However, I prepurchased a return label and requested a return exactly 1 month after the item was delivered. I was told, that because I requested a return 31 days after the delivery that I was completely ineligible for return. Not only is the quality of this item misrepresented in the description but they are clearly a ruthless business whose goal is to con customers out of money if they miss a deadline by ONE day. I’m disgusted by this company’s business practices.

  Business response

  06/22/2024

  Hello *******!
  I am so sorry for the confusion! In your email you indicated that the item didn't fit, not that there was any issue with the quality. We inspect every item prior to shipping it out and while we are human and mistake can happen, had we been made aware of any kind of quality issue we could have looked into it.
  
  Since the only indication was that the sizing was off, we did proceed with our post Return Policy. This is available on the Website and App and states that a customer has 30 days from receipt of the package to file their Return. Even with our posted policy our team did make an exception for you to still return for store credit, even though it was passed the 30 days. Again, I am so sorry! If you would like to proceed with the Return we would be happy to process that as discussed. 
  If there is anything else please let us know! We are always available at ******************** ! 
  Thank you!

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 19th I placed an order with MOCO for a pair of Judy Blue Jeans. I have not recieved my order. I contacted them numerous times and they sent what appears to be a notification from a post office stating that the item is sitting in Milan Ohio. It has not moved for 5 days. I’m getting very upset as I am now seeing another site on Facebook with the same jeans being advertised by the same models and with same clothing… I feel I have been scammed. My order was $86.07.

  Business response

  04/04/2024

  Hello *******!
  I am so sorry for the confusion! There are quite a few scam companies out there with our stolen content pretending to be us. Unfortunately Social Media platforms have been unhelpful in assisting us in any way to prevent them. We continue to fight, but they are out there for every boutique we know. It does look like our team responded to all of your emails in regards to the packages delays and assured you you would be taken care of if the package didn't arrive.
  
  Fortunately, you did in fact place an order with us! Sometimes it just so happens that USPS misses/skips scanning packages since we are located in a small town and ship hundreds of packages daily. It does look like your original order updated tracking history on March 27th and delivered on March 28th! Because we didn't want you to worry about our legitimacy we did send a secondary package as well on March 26th and it was delivered on March 29th. 
  
  Our Customer Service Team has reached out in regards to the duplicate package so that we can finish getting this resolved, but I do hope that we were able to provide some peace of mind. Please know that you can always email our team at [email protected] with any questions or concerns! This is our one and only email address and our team is always happy to help! If there is anything else please don't hesitate to reach out. Thank you!

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased these jeans online , being told that they were Judy Blue jeans. After they arrived, they are not JBJ. They are ZanAna jeans. They do not have the same fit that was described the others would. Contacted the company and they didn’t want to help me at all since there is such a price difference in the jeans. Which should have been explained to me. Now they said that I can exchange for a store credit of $3.20 but still repurchase a pair of JBJ for $80. Does not make any sense. I just want them returned and refunded. That’s it. I’ve been trying to connect with them for over 3 hours and it’s not going anywhere with them except excuse after excuse. And there was an extra charge for 2.98 and I don’t have that piece of paper on me but it’s on the original that I made a copy of

  Business response

  02/01/2024

  Hello! I am so sorry for the continued confusion! It looks like our team was very helpful and able to explain the confusion surrounding this return. 
  At no time did we offer only a $3.20 credit in exchange for the return of the denim purchased or state we were unwilling to help, for any reason, based on the price of the purchase.  We would never deny help to any customer, especially not based on the cost of their purchase and I am sorry for the misunderstanding.
  
  It appears that the jeans were originally $39.99 and Return protection for $2.98 and a 20% off coupon was used, lowering the price to $34.37 (before tax and shipping costs). Per our Return Policy the shipping and Return Protection are ineligible for inclusion in the return total.
  As a thank you for selecting a store credit for your return, we then offer an additional 10% credit. We do this to thank our customers for continuing to shop with us, but if a direct refund is preferred that is always an option as well; it just wouldn't include that extra 10% thank you.
  
  It appears that our team was able to get you your return label in a timely manner and explain the return process. While we are a small business and ask for up to 24 hours to respond to messages, it appears that we were able to respond within 2 hours. I am so sorry we are unable to provide 24/7 immediate response rates, but in order to avoid using automated systems it does take time for our team to respond.
  
  If there is anything else we can do to help at this time please email ******************** so our Customer Service Team can follow up! Thank you so much!

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Want to return three pieces of clothing that do not fit. Multiple different directions on how to return. On their website it is stated new customers can decide whether to get a refund or a store credit on their first return. I am looking to get a refund and they are not answering my emails or helping me with this. this is after waiting multiple extra days for the item to ship. I want the 165.99 that is the total of the three items I am returning sent back to my card

  Customer response

  10/02/2023

  [BBB Transcription via Email]

  Please close my complaint against MOCO boutique

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 tops from MOCO via tik tok..that main account was disabled by tik tok..the tops I don't like need to return and MOCO said because that tik tok account was disabled they cannot send me a return label or refund me! I can easily send it back on my own I have the purchase label...the order number as well..now they BLOCKED ME on tik tok and don't reply to my emails I emailed 7 times!!! I want my money back and to return the tops!!!!! They are extremely unprofessional...

  Business response

  10/06/2023

  Hello! 
  I am so sorry for the confusion around TikTok's policies and procedures and this return! TikTok has very strict rules and regulations around the orders placed there. TikTok is also responsible for sending return shipping labels to customers which is why we reached out to them, asked them to get your TikTok account reinstated (which we couldn't blocked or disable on our end; this was a TikTok issue) and the return for the 4 items reset so that it could be shipped back.
  According to our inbox, we replied to all of your emails explaining what happened and how to access those return labels in TikTok so you could send your items back! We also suggested reaching out to TikTok Support so that they could email you the labels directly since we could not see them on our end. Again, we are so sorry for any inconvenience their rules and regulations caused!
  If you need further help, please don't hesitate to reach out to TikTok support for those labels, or to our **************** Team at ******************** so we can help get this taken care of!
  Thank you so much!

  -MOCO Boutique

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of jeans from MOCO Boutique., $69.26. When I got the jeans, tried them on, they did not fit. I followed the protocols they had in place to return the jeans and paid to ship them back including their return form. I then received an email telling me the jeans I returned were not the ones they shipped so they refused to refund my money. This is unacceptable because I returned the jeans THEY sent me in the condition and followed proper protocols they had in place. As I told them its obvious they sent the wrong jeans to begin with and I obviously didnt notice. They are telling untruths and I want my money returned for the jeans they sent me and I returned.

  Business response

  10/06/2023

  Hello! 
  I am so sorry for the confusion! We received a pair of jeans that was labeled for a different boutique, which we don't carry or have any association with. This does happen with customers fairly regularly and it is usually an easy shipping switch so we are able to get the return taken care of.
  We emailed repeatedly with pictures of the jeans to help figure out where the correct pair of jeans that were ordered or shipped from us were and stopped receiving responses. 
  If there is anything else we can do please don't hesitate to email us at ******************** so our **************** Team can help!
  Thank you so much!
  -MOCO Boutique

• Initial Complaint

  06/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Date of transaction 5/18/2023 Ordered shoes reciept attached Shoes were damaged. Contacted them and they authorized the return. Returned them And they said they couldn’t accept the return because it wasn’t in the original box. Which wasn’t told to me in the email for returning. They want to send me back damaged shoes and charged me $8 to ship them back to me. I already Paid to ship them back. All documents are attached. They are also ignoring all my emails. I just want my 39.99 refunded! I feel They are stealing my money. This is just sick. Especially after spending 1000s of dollars at this boutique to help a small business. Then they treat a customer like this. It’s unfortunate.

  Customer response

  06/29/2023

  [BBB Transcription via Email]

  
  Better Business Bureau: Hello!
  Can you please close my complaint with ******** MOCO Boutique. They refunded me today. Thanks
  ******* *******
  Sent from my iPhone
  
   
  

*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. ↩