Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a sweater at Sundance.com. It arrived at my house on 4/8/202. I tried it on; it didn't fit, so I decided to return it. I filled out the packing slip as instructed. I attached the return label on the packing slip that said I would have the shipping deducted from my return, and no postage was needed. I dropped it in a mailbox at the post office. After 10 days, I checked to see if my return had been credited. It had not. I emailed customer service and received no response. I then filled out a request online for a return. I received the message "Your return request was sent and is being reviewed. We'll email you once it's been completed." It has now been 23 days since I submitted a return request, and I still have the message that my return is being reviewed. I initiated a live chat on 5/4 to speak to a representative. She told me that I was not supposed to use the return form included with my sweater, and she said Sundance sent me an email that told me not use use that label provided, they would send a different one. I never received the email, and she could not give me any proof that the email was ever sent. She then provided me with a tracking number from the original shipping label and told me to go to the post office to see if they had it. I went to the post office, and they told me that the tracking number provided was not a valid tracking number. So now I don't have a sweater, don't have a refund, and no one knows where the return is. I have to believe I am not the only person who used the shipping label provided with their package. Something is wrong with their system. Now, when I try to initiate a chat, it doesn't work. I have tried calling, and I just wait on hold, and no one ever picks up. This is very frustrating.

  Business Response

  Date: 05/06/2025

  Dear Ms. ******,

  Thank you for shopping with Sundance Living.  I am sorry for the confusion on your return.  We will file a missing claim for the returned package.  I have refunded you in full for your order which was returned to us.  You should be receiving an email shortly regarding the details of this return.  We will also be looking into why you did not receive our return label when requesting it. 

  Again, I am sorry for the delay in processing.  If you have any other questions or concerns, please feel free to contact us back by phone at ************ or by email at *********************** ****

  Thank you,

  Director of Customer Service

  Sundance Living

  Customer Answer

  Date: 05/06/2025

   
  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

  Date:04/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Evermore Bloom Sweater in Petite XXS online, Order #SFY384332. I received it on March 3, 2025, and returned brand new, with the appropriate paperwork on April 1, 2025. Sundance has confirmed that they received my return on April 1, 2025. Although I have called on April 7, April 16 and April 29, and emailed on April 16 and April 23, they have not yet processed a refund. I'm continually told it's being processed, and twice assured that customer service is looking into it. It's now been 4 weeks since they have received my return and they have not processed a refund.

  Business Response

  Date: 05/02/2025

  Dear ***** ********,

  Thank you for shopping with Sundance Living.  I am sorry the return you sent to us took longer to process than expected.  In reviewing your order, I show we issued a refund for the returned item on April 30, 2025.  You should have received an email with the details of this refund.  If you would like us to resend that email, please let me know and I would be happy to get another copy sent to you.

  Again, I am sorry for any frustration this time frame may have caused.  If you have any other questions or concerns, please feel free to contact us back by phone at ************ or by email at ************************************************************************.

  Thank you,

  Director of Customer Service

  ********************** Living

  Customer Answer

  Date: 05/07/2025

   
  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

  Date:04/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order for 2 items was placed 02/15. One item was delivered timely and the other was "backordered" although they charged my cc for both items. I kept checking on it and was told it was scheduled to arrive April 18. I have heard nothing and I am not willing to wait any longer. Either refund the amount for the one item or I will contact my cc company.

• Initial Complaint

  Date:04/19/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see the multitude of on line reviews regarding delays, poor communication, quality, and misleading catalogue information. This company has had my money for MONTHS and continues to delay. They offer refunds but no compensation for keeping customer funds for month on end. They continue to claim back order but offer no substantial and honest updates unless you hound customer service. Buying a gift and expecting it to be shipped in a timely fashion is impossible. I want what I paid for. According to other reviews, if you ask for a refund, they deduct S&H for an item you NEVER received. Every thing looks like a business in trouble at the customers expense.

  Business Response

  Date: 04/24/2025

  Dear Ms. ***************** you for shopping with Sundance.  In reviewing the orders you referenced, I show we have three items on backorder.  Unfortunately, we have not received our stock for these items.  Once we have received them in stock, we will be happy to get them sent to you as soon as possible.  If you would like to have them canceled, we will issue you a refund for those items and include the shipping charges. 

  I am sorry for any confusion or frustration regarding the status of the items.  Please let us know how you would like to proceed with your orders.

  Thank you,

  Sundance Living

  Customer Answer

  Date: 04/24/2025

   
  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.
  I will trust that items will be shipped to me within the next 3 months. I think that is more than reasonable on my part since its been 4-9 months since placing original order for items. 
  Sincerely,
  
  D Ells

• Initial Complaint

  Date:02/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gift card was purchased on 07/19/2024 and was received in the mail. The recipient of the gift card tried to use it by attempting to place in order in October 2024. She was unable to place the order and was told that the computer system that has the gift card information, was down and to try again in a few days. She tried several times between October and December 2024 without any success. She made numerous phone calls to the company and chatted several times, being told to try again, the system is still trying to catch up, and other excuses. On February 3, 2025 I called the company and was told that they are aware that there are gift cards that have not been able to be used and they would issue me a new one sent electronically to the person that the gift was for and she would have it within one week. That did not happen. I emailed the company on February 17, and the response said that they would have to send the request to a higher level in the company because we should have gotten the eCard within one week. Further efforts to contact them have gone unresponsive. I would like my 200 refunded. This has gone on too long. They can credit the card that was used to purchase the gift card in July.

  Business Response

  Date: 02/24/2025

  Dear Ms. ******,

  Thank you for shopping with Sundance Living.  I am sorry for the confusion on the gift card and the balance.  Unfortunately, we had a system error with our gift cards.  We have since corrected the issue and now show that the gift card has an active balance of $200.  I understand if you would like this to be canceled and refunded.  I have sent you a direct email with the refund options.  

  Again, I am sorry for any inconvenience and frustration this may have caused.  Please feel free to contact me back if you have any other questions or concerns. 

  Thank you,

  ***** ******

  Director of Customer Service

  Customer Answer

  Date: 02/24/2025

  
  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

  Date:02/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 18, 2024, I purchased the Cavalier boots from Sundance. On November 21 I was sent a return label by Sundance and returned the boots. In December I called because I had not yet received a credit to my card and was told it would be processed soon. On February 8 I called my bank twice and was told there was no credit or refund from any company called Sundance at any time ever to my account. ********************** maintains that they processed a refund in the amount of ****** on December 10, 2024. This has not occured.

  Business Response

  Date: 02/10/2025

  Dear Ms. ****************** you for contacting us regarding your returned order.  I am sorry this return has not been processed in a timely manner.  I have forwarded this to our warehouse managers for further review.  In the meantime, I have issued you the refund today for the full amount of the purchase.  I am also sending you an email directly with the refund information.  

  Again, I am very sorry for this delay.  If you have any other questions or concerns, please feel free to contact me back by email at ********************************************* or by phone at *********************.

  Thank you,

  ***** ******

  Director of Customer Service

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a gift card for Christmas (12/2024) and it does not work during check out. How do I use this gift card? It was a gift. I am so frustrated right now.

  Business Response

  Date: 02/10/2025

  Dear Ms. **************************** you for contacting us regarding your gift card.  I am sorry the gift card is not working properly for you.  I will be more than happy to help you get this gift card working.  What is the gift card number?  If I need to replace the card, I will make sure to get this taken care of for you as quickly as possible.  

  You can also contact me directly by email at *************************************** or by phone at *********************.  

  Thank you,

  ***** ******

  Director of Customer Service

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned a necklace on 11/9/24. It has been received . I have tried at least once a week by email, have been on hold for hours with customer service, have been told I would be called back twice and never received a call. I have requested the situation be escalated. I have tried everything to be reimbursed for my return. I have spend far more than $100 for my time. I have been patient and I cant believe I am having to file a complaint in order to get this resolved. My credit card has been blamed for not accepting the return which they tell me is impossible. Please I would like this to end and I just want my money. ***** *******.

  Business Response

  Date: 01/17/2025

  Dear Ms. ******************** you for contacting us regarding your order.  In reviewing your order, we are waiting for the chargeback to process with your bank.  We have tried to issue you the refund, but we are unsuccessful because of the current state of the chargeback.  In some cases, chargebacks can take up to 75 days to be finalized.  

  I am very sorry this is taking so long for processing.  We are following up on this order.  As soon as we can push the refund through, we will get you refunded.  I have sent you an email with my direct information.  Please feel free to contact me with follow up questions regarding this order.

  Thank you,

  ***** ******

  Director of Customer Service

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

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22821561
  
  I am rejecting this response because: There is no reason according to my Credit card company that the chargeback would be rejected.  I have no idea what that means and neither does ************   If that is the case I would immediately like a hard copy check.  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/22/2025

  Thank you, Ms. ******* for talking with me today.  I have issued you the refund as we discussed on the phone.  If you have any other questions or concerns, please feel free to contact me back.

  Thank you again,

  ***** ******

  Director of Customer Service

  Customer Answer

  Date: 01/26/2025

   
  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

  Date:01/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 6, 2025 I purchased a pair of expensive earrings from Sundance Catalog. I paid for overnight delivery. They claim the item shipped ***** on Jan 7. Today is Jan 12, no package and they are telling me they dont have tracking information, that it has to come from the warehouse. Spoke with a friend of mine who works at ***** and there is no package in the system coming to my name from them. **************** just keeps giving me the runaround. Latest I was told was that getting the tracking information could take 3-5 business days. Doesnt even make sense. I was on hold with customer service on Jan 10 for 51 minutes trying to talk to a senior person in customer service, then they disconnected me. I dont want or need this gift anymore as I have purchased the gift elsewhere. I just want my refund. I also noticed online that the item is out of stock now. My theory is that they are waiting to get more in and giving me the runaround in the meantime. I used my debit card so Im not sure what recourse I have. Again, Im just looking for a refund. Thank you for your help.

  Business Response

  Date: 01/14/2025

  Dear Mr. ******************* you for shopping with Sundance.  I am sorry this order has gone missing.  I have issued you a refund for this missing package in full.  You will receive a refund in the amount of $851.45.  Please note, it will take 24 - 48 hours for processing before going back to the original form of payment.  

  I have sent you an additional email with more information regarding this order.  Again, I am sorry for any inconvenience this may have caused.  If you have any other questions or concerns, please feel free to contact me back. 

  Thank you,

  ***** ******

  Director of Customer Service

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

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a $250 gift card that I tried to apply toward payment of my order with Sundance Catalog online. However, after repeated attempts, the card was not working and I contacted Sundance customer service via chat *and* text and was told that they were having a problem/"hiccups" with their new server accepting "older cards" and they were working (seemingly expeditiously) on the issue. This was several weeks before the Xmas holiday and I attempted to order again a week or so later. The gift card still wasn't going through. I contacted customer service again and was told that "they were still working on the issue" and I could, instead, "make payment on my own and await a refund" for the amount of my gift card. I was not given information about *how long* a "refund" would take, but my insistence was that a gift card is a "gift" and I would rather wait for the problem to be resolved by Sundance (I was not given a timeline). I was also wary b/c there are many complaints about Sundance online, esp. with regard to merchandise refunds/exchanges and gift card issues. I tried several more times to gather information from Sundance and ultimately requested that they escalate the matter. I was sent an email address and emailed but have not heard back from anyone. I am now certain that Sundance are *not* working on the "server issue" and that their "solution" is to have customers pay out of pocket or not use their gift card(s) at all (as Sundance retain the money for gift card purchases). Could you please note this issue along with the many other complaints from customers online? I suggested to ********************** that they issue *new gift cards* in place of the older ones but their **** were, again, sticking to the same response they were given. Thank you very much in advance for your time.

  Business Response

  Date: 01/14/2025

  Dear Ms. **********,

  Thank you for contacting us regarding our gift cards.  We have had some internal issues with the gift cards, but we have since resolved them.  I am happy to get your gift card replaced for you.  I have sent a separate email to you with the new card information.  

  If you have any additional questions or concerns, please feel free to contact us back.

  Thank you

  ***** ******

  Director of Customer Service

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