Complaints

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 11th, 2022 I ordered a pair of tights from **** Aparrel for $120.00. I used the discount code LOVE40 and received a $48.06 discount. Shipping was $7.00. I paid in full $79.11 using Affirm.I was notified on Feb 13th the item had shipped. I received the item and found the tights did not have as many panels as I expected and I did not like the color. I requested a refund on Feb 24th. I was sent a return label that same day. I returned the item. On March 4th I noticed I was continuing to be billed $19.78 through Affirm. I emailed **** Aparrel customer support and was told that my "return / refund will be adjusted and all the money will be returned...the return hasn't reached us yet". I continued to be billed by Affirm for the full amount of $79.11. I have yet to receive my refund after returning the product. I have emailed support multiple times with no further response providing them with my Affirm and AMEX statements. I used the return label I was sent to return the item.I am seeking a full refund.

  Business response

  12/07/2023

  Hi- We will gladly refund the amount in questions. Please provide us with a PayPal email and we will refund ASAP. 

  We apologize for the inconvenience. 

   

  Thanks!

  Customer response

  12/11/2023

  Please see attached for email. 

  Business response

  12/12/2023

  Hi- We will be issuing a refund today to the email provided for the amount in questions. 

   

  Thanks,

  ****

• Initial Complaint

  10/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was given a $500 gift certificate for my birthday last December. When I went to shop there was nothing to buy. I have ordered several times from **** and love the products and customer service. I attempted to contact them but have not received any response either by phone or email. I would like this gift certificate refunded please.

  Business response

  11/17/2023

  We will reach out and process the refund for them.

   

  Thanks,

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

  ****

  Customer response

  11/17/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased the Gemini Jacket during the Kickstarter, which was supposed to be delivered in October. I never received the jacket, so I reached out to **** in December 2021 and provided them with shipping and contact information. I was told I would receive tracking information when it ships, but no date was given on when that would happen. It's been a year since that correspondence, and I still have neither received tracking information or the jacket. After spending $365 on their product, I expect to receive the product or a full refund. I'll take either at this point. This is by far the worst customer experience I've ever had with any company, ever. I highly recommend everyone avoid doing business with ****.

  Business response

  01/06/2023

  Hi,

   

  We apologize for any issue you had with our Kickstarter campaign. We will gladly generate a full refund for you. 

   

  If you have any additional questions, please reach out to us at **********************************

   

  We hope this resolves your issue and we look forward to creating a better experience for you in the future. 

   

  Sincerely, 

  ****

  Customer response

  01/10/2023

   
  Complaint: 18695728
  
  I am rejecting this response because: You sent a PayPal payment as if it were a sale of goods / services from me to you. As a result, PayPal has charged a fee of $10.91 and also placed a portion of the funds on hold. Please correct the transaction type so that I receive a full refund.

   

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

  Business response

  01/19/2023

  Hi *****- We are sending you an additional refund to cover the PayPal transaction fee. This will be sent today. 

   

  Please reach out to us at ********************************** and we can service you much faster than through this process. 

   

  Thanks!

  ****

  Customer response

  01/26/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with **** for 5 items. After 10 days, they cancelled the entire order, claiming that not one of my items is actually available. I was supposed to receive two free items (a hat and a pair of gloves). Those items were cancelled as well. I order stuff online all the time. I have never heard of a company selling products which they clearly dont have. At least they refunded my money. Still, terrible. And why did it take 10 days to figure out that none of the items is actually available?

  Business response

  12/24/2022

  Hi- 

  Due to the popularity of our Holiday sale, we unfortunately did not have available inventory at the time of fulfillment for this order. We did fully refund the order. 

   

  We apologize for the inconvenience. 

   

  If your complaint has not been fully resolved, please reach out to us at ********************************** 

   

  Thanks for your understanding

  ****

*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. ↩