Business ProfileforNadine West, Inc.

BBB files indicate Nadine West has a pattern of complaints and customer reviews alleging consumers return unwanted or unordered items within the required time frame and are offered store credits toward future purchases, rather than their requested refunds. Consumers also allege they receive items after cancelling their subscriptions and Nadine West fails to issue refunds after the return of those items.

In July 2022, BBB began contacting Nadine West encouraging them to address their pattern of complaints. In July 2023, BBB conducted a follow-up investigation and concluded the pattern of complaints previously noted remains.

In April 2024 BBB conducted a follow-up investigation and submitted a written request to the company seeking additional information including how they intend to address the pattern identified within consumer complaints and customer review data. Nadine West responded: 

First and foremost, we take all consumer feedback seriously and are committed to resolving any issues promptly and effectively. We understand that some customers have experienced difficulties with our return and refund processes, and we apologize for any inconvenience this may have caused.  

Nadine West acknowledges that there have been instances where customers have returned unwanted or unordered items, and were offered store credits instead of refunds. We understand that this can be frustrating for customers, and we are actively working to address this issue by implementing (i) clearer communication regarding return deadlines and (ii) customer-facing features to mitigate late returns and charges connected thereto.

For example: Return Reminders: Beginning February 28, 2024 we prominently display in the upper right hand corner of a customer’s packing slip, the customer’s deadline to return unwanted items. Online Return Extension: ? Beginning March 6, 2024, if a customer requires more time to send back unwanted items, she has the option to extend her return deadline by 3 days in her online profile. ? Beginning March 26, 2024, a customer receives an email and SMS on the return deadline date informing her of the profile feature which allows her to extend her return deadline, if needed. The email and SMS contain a tokenized link to the customer’s profile to extend the deadline. Advance Charge Notices: Beginning April 24, 2024, a customer receives email and SMS notice 48 hours before we charge her for an unreturned shipment, to help her avoid unwanted charges. 

Subscription Term and Cancellation of Subscription As indicated in Nadine West’s Terms and Conditions on the website, a Subscriber may register for a “Monthly” and “Bi-Monthly” Subscription Term. A Monthly Subscription Term means that a Subscriber will be mailed packages on average every 30-40 days. A Bi-Monthly Subscription Term means that a Subscriber will be mailed packages on average every 14-20 days. The registered Subscription Term begins to run from the date a Subscriber completes the registration and is automatically renewed every term, unless the Subscriber cancels. A Subscriber may cancel her subscription by either emailing a written notice of termination to [email protected], or, if available in the Subscriber’s state, by clicking the option to cancel in her user profile. A Subscriber may initiate cancellation of her subscription at any time, but the cancellation will be effective at the end of her Subscription Term. If a shipment to a Subscriber is in process before the Subscriber gives NW notice of cancellation, the Subscriber will still be responsible for returning the shipment and any unwanted items back to Nadine West on oro before the Return By Date indicated on the packing slip. Nadine West is committed to improving our customer service processes to ensure that all inquiries and concerns are addressed promptly and professionally. We understand the importance of transparency and accountability in our interactions with customers, and we are dedicated to upholding the highest standards of integrity and customer satisfaction. 

 For more details regarding disputes received by BBB, please visit the complaints tab of this business's BBB Business Profile.