ComplaintsforEleven Oaks Boutique

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed an order on 5/19/22. 6/10/22 contacted business to find out status of order and was told they were going through an inventory transfer and shipping was taking longer than expected. Was offered 20% off the order for the trouble. Refunded to a gift card. 6/23/22 asked for an update on the shipping and was told my items were now out of stock with no estimated date of when they would be available again. I asked for my order to be refunded and not back to a gift card and was told that wasn't possible. I am now out $****** to a company I no longer wish to do business with because of their poor practices.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/15) */ *********! We're so sorry for the inconveniences you've experienced with the delays in receiving your order. We went through a warehouse migration that caused delays and setbacks in our production. We concluded our warehouse migration last month and started the fulfillment process for our orders, but certain items are still out of stock. When checking your order ********, it seems you paid using a giftcard on May 19th. When cancelling this order, the refund is done via the original payment method used, in this case, a giftcard ending at KF9. We are unable to change the refund method to a credit or debit card if the only method used was a gift card. We know how frustrating it is when delivery expectations are not met, and this is never the experience we want you to have with us at Eleven Oaks. Consumer Response /* (3000, 7, 2022/08/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The Eleven Oaks gift card that was used for the purchase was because you won't refund anyone their original form of payment once an order is placed. That type of business practice is unfair especially when ownership changes, customers are not notified of the change, orders get cancelled by the company, and have to wait weeks for any type of communication. I've seen multiple posts on social media pages that gift cards have been refunded to others. I only ever use 1 credit card when buying from 11 Oaks. I would like that credit card to be refunded the $****** that is on my gift card. I do not wish to ever purchase from this company again. Business Response /* (4000, 9, 2022/08/16) */ *********! We would like to resolve this matter in the most amicable way. We'll be following up via email so you can share other information pertaining to payments. Consumer Response /* (2000, 11, 2022/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Gift card was refunded for the total amount.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered items from this company back on 08 June 2022. I still have not received the items but I was charged and the order was paid. I had several back and forth emails with them stating they were bought by a new company and moved to a new warehouse, sorting inventory, filling orders as fast as possible. This continued into July. Now we are 2 months later and I am being told oh we only have this one item available in your order. Now seriously, 2 months later they say oh we don't have it only after an email from me asking again and again about where is my stuff. This is just not good business and the perception from my eyes is that they were just going to keep by $150 and never send me anything or email either. They most likely oversold all of the items and forgot about sending me mine. This is the 2nd complaint I have filed against this company due to them giving the perception of taking money. I work hard for what I have and truly feel this company is running a scam of some sort and not fulfilling orders but taking the money before the items are even shipped and then not sending me what I asked for.

  Business response

  08/18/2022

  Business Response /* (1000, 5, 2022/08/09) */ Hello! We're so sorry for the inconveniences you've experienced with the delays in receiving your order. We'd like to let you know that we just finished an inventory transfer that caused setbacks in orders being sent out to our customers. We know how frustrating it is when delivery expectations are not met, and this is never the experience we want you to have with us at Eleven Oaks. I see that one of our associates already assisted with the refund of the order of $181.74 since one or some of the items in your order are currently out of stock. Please allow 3-5 business days for the refund to reflect on your end. Again, we are terribly sorry for the issues that our relocation caused. Consumer Response /* (3000, 7, 2022/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received my refund, however the fact that I had to reach out to them numerous times to look for my order and then to be told items were no longer available is just bad business. I also feel that had I not been actively tracking this issue they would have kept my money, this is solely based on the fact I had to initiate every single communication with them.

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order June 8th from Eleven Oaks Boutique, and I have still not received the order. This is the case for many other customers. The boutique is now under new ownership, and orders are not shipping. I have many gift cards to the boutique that are now useless, as it seems to be a scam now. I want my money back for my gift cards.

  Business response

  07/25/2022

  Business Response /* (1000, 5, 2022/07/18) */ Hello *******! We're so sorry for the inconveniences you've experienced with the delays in receiving your order. We'd like to let you know that we are currently undergoing an inventory transfer that is causing setbacks in orders being sent out to our customers. We know how frustrating it is when delivery expectations are not met, and this is never the experience we want you to have with us at Eleven Oaks. I see that the reason why order ******** hasn't shipped yet is because there's an item currently out of stock. We can assist with order cancellation and issue a full refund to the last credit card you used on our account but unfortunately we cannot refund all the gift cards you currently own as they were either gifts or returns credit. Once again, we're very sorry about the delays with your order. Hoping to hear from you soon!

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Eleven Oaks boutique was apparently sold back in May 2022 to a company called *********. They were running business as normal and then all of the sudden stopped shipping orders all together for all customers. This company has failed to ship out any orders since the second week of May. If you check Eleven Oaks Boutique ************** page, you will see hundreds of comments of people demanding their items that were purchased. The managers ********* and ****** are not taking responsibility on the matter and are claiming they have no affect on the shipping department. It's a bunch of dead ends. Their company continues to release new items to purchase but refuses to ship any of it. They are taking peoples money and not giving product. When I have emailed customer service they make excuses and will not give you an estimated shipping time. I believe this company is a scam or was sold to a scam company. I do not think, along with other customers, that we are actually ever going to receive our purchased items. It has been over two months since they have shipped. I purchased on 6/6/22 with original order #********. But later they changed the order number for no reason to #********. These are the same order. They are playing some sort of game with this. I want my money back. A full refund. I believe someone should investigate this. There are so many people who are in my position with this company right now.

  Business response

  07/18/2022

  Business Response /* (1000, 5, 2022/07/13) */ Hello! We're so sorry for the inconveniences you've experienced with the delays in receiving your order. We'd like to let you know that we are currently undergoing an inventory transfer that is causing setbacks in orders being sent out to our customers. On June 21st, we explained to the customer that during the migration, the order was not successfully transferred to our new warehouse; therefore, we had to recreate her order with a new order#********. Upon customer's request, we went ahead and proceeded with order cancellation. Please note that the order was partially paid with a ** ending **** for $*****. The system will automatically reinstate the **. We know how frustrating it is when delivery expectations are not met, and this is never the experience we want you to have with us at Eleven Oaks. We are doing our utmost to start fulfilling orders as usual. Again, we appreciate your patience and understanding. Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am in process with the company to receive a refund and a potential refund for the gift card. Hopefully we can get this worked out so that I do not have to take a loss on the gift card amount, considering if this company continues to not produce product for payment in the future. Below I will post my communication I had with the company via email. This is my response to the ongoing issue affecting many. My concern is that the customers are being taken advantage of. I will speak for all of the customers as we have had constant communication regarding these issues in the Eleven Oaks boutique Facebook group. I've never seen such a disaster of comments in a group before. These people are angry and fear that we may all lose our money in this situation. Every comment over the last couple of months is negative about the company and we have demanded our orders be fulfilled with no resolution. We all feel as if this company is steeling our money and getting away with it. We feel it is a scam at this point. No one knew the company was being sold and we were not properly communicated to. It has been months. We have all also been told an array of excuses from customer service as to why we cannot have our ordered products over the last few months. These replies from customer service are being posted often in the group so we can compare info. We have lost trust. The amount of customers that are being lost at this point is astounding and Eleven Oaks name is being trashed. I have even heard these issues spoken about in other boutique groups, not associated to eleven oaks, about what is going on with this company. It seems to be widely known throughout the boutique industry what is happening here. This is a huge problem that goes way beyond me and is quite embarrassing. No one is taking responsibility or communicating, they are just collecting money without giving a product in return. As you can see, this would look like a scam to anyone. I hope this information is shared with someone who may care about the well being of Eleven Oaks, but more importantly, their customers who have been loyal for years. It's about the integrity, honesty, and communication for the customers. This is what's important.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a clothing order with this company on May 20th 2022. Then another later on on June 22. I waited several days and my order never shipped. On May 30th I reached out on May 30th and inquired as to when my order will ship? I have ordered from them many times before and it never took that long. They advised me that the company had been bought out and things were delayed but still never provided me a date. I reached out again on 6/7 with no date provided they gave me more excuses. Then again on 6/28 with the same result. They offered me a refund via store credit which doesn't help me because then I just have to go through all this again by ordering again. I decided to wait. It's now July 4th, it's been 44 days since my order and still nothing. I have now threatened legal action and pursuing my complaint based on the *** regulations they are clearly breaking. No one from their company at any point has pro actively contacted me about delays, provided an updated time frame or anything. They have refused to cash refund me and have never shipped my orderes. I feel that this company has no intention of ever shipping my merchandise, yet they continue to post "new arrivals" of clothing on their site almost daily. You cannot continue to sell merchandise and do this to your customers. It is not only terrible service but really appears to be theft now. ******** June 22, 2022 Paid Unfulfilled $ ***** ******** May 20, 2022 Paid Unfulfilled $ ***** I want either a FULL CASH REFUND...no gift cards. Or for my merchandise to be shipped by end of day July 6th. This is theft and im tired of the excuses and no communication.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/07/05) */ We're so sorry for the inconveniences you've experienced with the delays in receiving your order. We'd like to let you know that we are currently undergoing an inventory transfer that is causing setbacks in orders being sent out to our customers. We know how frustrating it is when delivery expectations are not met, and this is never the experience we want you to have with us at ***********. Per our conversation via email, we agreed on cancelling both orders and refund.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have reached out to the business customer service email and have yet to get a resolution to my issue. The company recently changed from a printable return and the site clearly states that you have 3 days if the following: Please check over your order as soon as you receive it. If you think you've received a defective, incorrect or missing item, submit a return request within 3 business days of receipt of your order. Please contact us at ****@shopelevenoaks.com to message a picture of the defect, as this will expedite the process and for your other concerns. I do not have that problem - I am seeking to return due to the item does not fit. According to this statement on their page. I have time to get these returned. They are not horning that and now I'm stuck with a $50 pair of shurts that do not fit. All returns must be received at Eleven Oaks Boutique within 30 days of the date your package was delivered by the USPS. Please allow 7-10 business days for return package transit. This will ensure that we receive your return within the 15-day window.

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/05/17) */ At Eleven Oaks Boutique, it is our top priority to provide superior service to our loyal customers. If you're not completely satisfied with your order, we will do everything we can to make it right for you! Our policy states that any return request must be made within 3 days of receiving the order and the customer has 30 days to return it. We understand that this has added friction to the customer's shipping experience. We reached out to the customer and whitelisted the order for a return. Also, we forwarded this concern to upper management so they can review the return window and possibly adjust it. Consumer Response /* (2000, 7, 2022/05/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received an email from a representative at Eleven Oaks today. They are honoring the return of my item. I will be shipping it back tomorrow. I appreciate that they took the time to rectify the issue.

*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. ↩