ComplaintsforWild Oak Boutique

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for apparel products. the products were marked delivered but were NOT at my home. There was no delivery confirmation or photo proof provided. Contacted the carrier (USPS) and still no information or confirmation was able to be provide. I contacted wild oak boutique and they were unwilling to contact the carrier on my behalf to start an investigation on the missing package. once we (merchant and i) entered into this situation where they were unwilling to help investigate my missing package. I asked for a refund as I paid for additional insurance to cover my package in transit. they have refused to refund my money and I do not have the package/products. They have also forced me to file a police report for the missing package. I don't not want to do business with this company any longer. I will take this all the way to court if it is not resolve at any lower level attempt. I have also provided the police report and the company still will not cooperate and provide a better customer experience. ****** has been contacted and also will not help due to the merchants "policy". This company is a scam! PDF of then order and correspondence with merchant attached...

  

  Business response

  05/16/2024

  The order was placed on April 6th and was shipped out by our team on April 8th. The carrier (USPS) marked it delivered on April 12th. The customer reached out on April 14th stating she didn't receive the package. The customer stated she contacted the carrier, and Wild Oak Boutique contacted the carrier as well and was told the package was delivered according to their records. Since the package was marked as delivered, confirmed by the carrier, and the customer said it wasn't received it was likely stolen. Our procedure for stolen packages for the customer to file a police report for the stolen package and send it to us. This is a standard procedure we follow for all stolen packages. The customer reached out yesterday (May 16th) stating she filed the police report but didn't send us the report. Once we have the report we will file the claim which would send a replacement package or issue store credit for any sold out items. Wild Oak Boutique doesn't offer refunds for packages that were marked delivered by the carrier. In addition, we do not make special exceptions to our policies/procedures based on threats of bad reviews, disputes, etc. I have attached email correspondence with the customer as well as the order summary page.  

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I would like a refund. 

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

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently placed a large order of jeans, all of which ended up being too long for me. I really liked them so I was hoping they wouldn't be, but I ordered them anyway thinking I could just return them for a refund if they didn't end up fitting properly. First, when attempting to set up a return, I accidentally hit that tags were removed for one of the items. It wouldn't let me change it and wouldn't let me return it, so I reached out to customer service. They made me take photos of all of the items I was returning and of the tags. Why should I have to jump through hoops just because I hit the wrong option (which is easy to do, I might add). Finally did that and they allowed me to set up the return only to find out that the only option is store credit. There is nothing else I wanted to order and do not intend to order anything else from here in the near future so store credit is useless to me. I need to be able to return the items for a full refund to my credit card. Customer service keeps parroting the same thing to me about their return policy. I have since read many other reviews and complaints of the same issues of the length of jeans offered and return policy. Seems to me it might be time to rethink the return policy to be more customer friendly.

  

  Business response

  07/07/2023

  Hey Ashley!
  
  I am sorry for any confusion regarding our Return Policy. We offer free exchanges or returns for store credit for any US order. This is the same policy for all customers. In addition, we do require the original tags to be attached when returning items. This ensures the products haven’t been worn or washed and are in resaleable condition. The popup in our Returns Portal asks if the tags have been removed from the product, since you responded no the portal made the item(s) ineligible for return/exchange. We can reset the returns portal for any customer if they provide pictures showing the tags are still attached. 
  
  We do carry over 1,000 products in Tops, Bottoms, Shoes, and Accessories. I am confident we can help you find something you love when returning/exchanging! We even carry jeans with a much shorter inseam length than you ordered. You can filter by inseam length on our collection pages and it is also noted in the product description for each product. 

  Customer response

  07/07/2023

   
  Complaint: 20283577
  
  I am rejecting this response because: your response is a copy and paste response. I did not say tags were not on the items, they are. I was commenting on the hoops I had to jump through to prove something I shouldn't have had to. This company is infuriating to work with. There is no confusion. Your policies are horrendous and I need to return my UNUSED, tagged items for a full refund. 
  
  Sincerely,
  
  Ashley Gilleo

  

  Business response

  07/07/2023

  I am sorry for the confusion. I was trying to provide an explanation as why we ask if the tags are still attached in our returns portal. Since you responded “yes” the tags were removed the item was moved to ineligible, which resulted in your reaching out to reset the portal. Once we received the pictures we reset the portal. This is a standard process our customer service team follows. 
  

  I understand you are unhappy with our return policy. We keep our return policy consistent for all customers and provide access to it on all pages of our website. We appreciate your feedback and will continue to review all our our policies to see where we can improve. 

   

  Customer response

  07/10/2023

  This is outrageous and insulting.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 13, 2023 I placed an order for clothing in the amount of $******. The clothing received did not fit and I asked for my money to be returned. They refused and said their policy is exchange or gift card to their site. I chose exchange items and went to the “Happy Returns” drop off location and the QR code was not valid. I contacted the company and they stated they have a new system with returns and that I would have to redo the exchanges and pick them back out and re initiate the return and choose the shipping label option. I followed directions and had a hiccup along the way where I chose the wrong button. So we settled that. However, I cannot get their website to work. It crashes every time I initiate the return and begin to choose items. I have tried multiple browsers as they have recommended. I have downloaded the app and recently tried on my laptop. Every single time something happens and it crashes. I’ve reported it as feedback through ****** and now my laptop internet is stating it cannot find my order number at all. I am able to pull it up on my phone but the laptop does not recognize the number to initiate a return. I have had 24 emails trying to make this work and follow their return policy. However, nothing has worked and they’re still not budging on returning my payment. I am happy to provide proof of all emails. I keep trying to upload the images however it will not load on this site.

  Customer response

  04/24/2023

  The company over the weekend helped me resolve my issue. They had been offering to help but prior to this weekend the site wouldn’t work for me. I have a new order on the way and they provided me with a new shipping label to return the other items. 

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 4 items totaling over ******. All items were misrepresented and the quality and got were not as described. Requested refund. Vendor will not resolve. Posted an honest feedback. Vendor then hindered my first amendment right and proceeded to hide the honest feedback, further misrepresenting their customer reviews in an attempt to falsify information to gain business. Seeking refund in full to card on file for return of all items. Requesting business to remove blocked and hidden opinions related to honest customer feedback in an attempt to misrepresent their company and products. Requesting an apology publicly for hindering my first amendment rights.

  

  Business response

  05/12/2023

  Wild Oak Boutique does not offer refunds for any orders per our return policy. We keep our policy consistent for all customers. We offer free exchanges or returns for store credit (via gift card). We cover the shipping costs associated with exchanges, and our gift cards never expire. We are sorry the products received didn't meet the customers expectations. We haven't had other customers state the products are misrepresented. We also had our team review the product descriptions and photos but didn't find any issues. We are happy to answer any questions regarding of our products so the customer can find something they love! We carry over 1,000 products including Tops, Bottoms, Shoes, and Accessories. The customer's ******** review is active on our page as we can't control ******** reviews, only ******** can remove reviews from a page. 
  
  
  

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Items ordered have been returned, the store doesn't offer an option for petite sizes the pants ordered originally are too long. Store is giving a gift card instead of refunding the amount used to purchase said items. I do not plan to shop at this store going forward as stated above they do not carry sizes for me so that is $****** wasted. The store continues to send screenshots of their return policy which is not displayed before purchases are made in advance. Would like to have a full refund for items that have been returned. I do not have a product in hand, nor do I plan to purchase anything going forward.

  

  Business response

  09/30/2022

  Business Response /* (1000, 5, 2022/09/06) */ Wild Oak Boutique provides free size exchanges or returns for store credit (via gift) per our return policy. Our return policy applies to all customers and is posted on every page of our website. In addition, the buyer claims that we don't carry smaller sizes is false. Wild Oak Boutique carries jeans with waist sizes smaller and larger as well as inseam lengths that are shorter and longer than she ordered. Furthermore, Wild Oak Boutique carries much more than jeans with nearly 1,000 products on our website and new products being released every day. The buyer did not make an effort to try anything else that may work for her after the first purchase. I am confident we can help her find something that will fit her body. Our team is happy to help you with any questions regarding size and fit of any our products as well as open to recommendations for our buying team if you aren't seeing a particular style you want. Lastly, we provide manufacturer measurements in the product description of all our products. This includes waist and inseam length. Consumer Response /* (3000, 7, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The items have been returned as stated above. So again, this is money wasted. There is no terms/agreement checkbox that applies to indicate that the buyer has read the return agreement when purchasing items. So therefore the refund should be returned in the same order it was given. Not in a gift card that will never be used. It should be the buyers choice to return their business back to your website, not you holding their money so that you get repeat business. Business Response /* (4000, 9, 2022/09/17) */ Wild Oak Boutique reaffirms our return policy applies to all customers and is posted on every page of our website. Buyer already attempted to file a dispute with ****** regarding the order, and ****** sided with Wild Oak Boutique since we are simply following our return policy as well as offer ample other products. We have provided store credit that never expires and can be used on anything from our store. The customer has made zero effort to try and find something else from Wild Oak Boutique. Our team is more than willing to work with the customer to help her find something she will love! Consumer Response /* (4200, 11, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) ****** actually didn't side with the seller, they advised me to dispute the charge with my bank and they would handle the situation from that point if I didn't get resolution beforehand. I do not need to purchase anything further as the prior items didn't fit so why would I waste time and effort doing so again. Again, items have been returned, so the funds are being held up on sellers end at this point. If it's not resolved in this manner I will move forward to dispute with my financial institution and get the funds returned.

*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. ↩