ComplaintsforYa Ya Gurlz

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased two sweaters from this company in late 2023. My order number is Order #19480-SH. The estimated delivery date was January 2, 2024. I noticed in early February that I haven't gotten the package . I checked the USPS tracking number: 420194629305510944102775068545 The last update on that system was January 3, and it says Preparing for Delivery Moving Through Network In Transit to Next Facility, Arriving Late When I contacted the company to ask for a refund I was told they filed a claim with the USPS and they'll "keep me posted." They did not refund my money as asked. I received no product for my money. The company's position is that they "did provide the merchandise." It never arrived and there's been no shipping update for over a month. I tried to figure out what's up with shipping in late January and the USPS automated service says I could make an inquiry "after January 2." Mind boggling. It STILL says that, screen shot attached The company's already contacted USPS, and as the shipper they are able to claim insurance on lost items. I am not. I told them I do not expect to have to wait for them to resolve their shipping problem to get refunded for my order I never received. I want them to refund all money, shipping included, I paid for items that I never got.

  Business response

  02/26/2024

  It wouldn’t let me add the entire order and all the files, but, I think you can see it was refunded at least. The order was placed Dec 26, 2023 for one sweater, not two, and a label was purchased on the Dec 27th, in the amount of 31.93, including shipping, and arrived at the Abilene USPS on the 28th. It is still showing to be sitting in the Blue Bell, PA USPS. I always ship priority so that the customer is insured and as soon as we knew it was lost, which wasn’t until Feb 9th, 2024, we filed a claim. How long that takes I do not know. We felt like she would have more luck dealing with her local post office than waiting for the claim to go through. This has happened a lot in the last 2-3 months and the majority of the packages were sitting in Missouri City it turned out, but the claims process has been a nightmare as far as the time it takes to get it processed. The other problem is when we refund it, they eventually end up with the merchandise & the refund. We end up losing money, which is what I was trying to explain to the customer. Either way, she has been refunded, is still not happy and leaving negative reviews, where she can, but I do not know what else we can do. If I a need to send more screenshots, I can. I just couldn’t send more than 5 here. Thank you for your time? 

  Customer response

  03/04/2024

  
  Complaint: 21317080
  
  I am rejecting this response because:

  I find it entertaining that her main complaint is "The other problem is when we refund it, they eventually end up with the merchandise & the refund." Loss is part of a business plan. Their solution is to pass their loss on to the customer. That's a terrible business practice. I'd like them to change that for future customers. If a package is lost, which everyone agreed this one was, they shouldn't withhold a clients refund IN CASE then customer eventually receives the refund AND EVENTUALLY merchandise. that's petty, completely opposite of what other companies do, and not even logical: the merchandise is covered by package insurance. As the senders, they can recover the cost of lost items. They can also write off losses. Consumers can't do either. 

  *That's* why I continue to warn people their service is terrible. I can't speak to their products. Despite their belief that customers are somehow magically going to receive lost packages, I'm on month three post-purchase and holding no clothing. 
  
  Sincerely,
  
  **** *************

*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. ↩