CoutureCandy.com

I purchased a dress from Couture Candy, when I received it, the dress was too large. I called Couture Candy's customer service to request an exchange for a smaller size. I was told I would have to purchase the smaller size dress and send the too large dress back for a refund - minus the return shipping charges. I was expecting a full refund minus return shipping. I received a $190.03 refund for a dress I paid $283.25 including tax. I was assessed a 20% penalty because I had used their TAKE5 promotion (5% off) when I originally purchased the dress. Their Dress Return Policy states "Sale or Promo/Coupon code returns are subject to a 20% penalty of the purchase price." Here is my complaint - I felt that I was mislead by *** F a customer service representative. She told me when we talked on the phone that I was going to be able to return the first dress for a full refund minus shipping charges instead of being issued a store credit because I was re-purchasing the same dress in a smaller size. She led me to also believe this was more of an exchange transaction and that exceptions to their policy were being made under these circumstances. At no time did she mention that I would definitely, absolutely be assessed a 20% penalty because I had used their 5% off promo code. This company is very deceptive in how they handle returns and repeatedly refer to their return policy in emails, but were not specific when I spoke on the phone to ***. I am convinced they offer their 5% promo just so they can then assess the 20% penalty if you try to return your purchase. I find this practice incredibly unethical. In addition, I never received an itemized invoice for my $190.03 refund showing how they arrived at that figure. I sent an email requesting this information and have not received a reply back. A dress that should have cost me $283.25 ended up costing $376.47. Any help you can give would be greatly appreciated!

I ORDER 2 DRESSES AND CLEARLY READ THEIR RETURN POLICY WHICH STATED THEY REFUND TO ORIGINAL FORM OF PAYMENT IF RETURNED WITHING 5 DAYS OF ISSUING A LABEL, I GOT THE DRESSES AND TRIED ON WHEN IT DIDNT FIT IT WENT RIGHT IN THE BOX AND I TRIED CALLING FOR A RETURN LABEL AS THERE WAS ABSOLUTELY NOTHING IN THE BOX NOT EVEN A RECEIPT. NO ANSWER RANG AND RANG!! I THEN WENT ON SITE AND EMAILED THEM TO WHICH THEY REPLIED THEYD GIVE 15% FOR ALTERATIONS THIS DRESS COULD NOT BE ALTERED AS IT WAS A FINE LACE/MESH
I ASKED FOR THE RETURN LABEL SO I COULD GET IT BACK IN THE TIME FRAME
NO RESPONSE WITH LABEL, I THEN EMAILED AGAIN ASKING FOR THE LABEL SO I COULD GET IN THE MAIL THAT DAY. THE DRESS WAS SHIPPED BACK AND CONFIRMED WHERE THEY SAID I'D ONLY GET A STORE CREDIT AND THEY WERE TAKING 25%
THAT WAS NOT DISCLOSED AT THE TIME OF PURCHASE I VERY CAREFULLY READ THE RETURN POLICY AS I WANTED TO BE CERTAIN I COULD RETURN! I ORDERED MANY DRESSES FROM COMPANIES TRYING TO FIND A DRESS FOR MY DAUGHTERS WEDDING
AND HAVE HAD NOTHING LIKE THIS HAPPEN WITH ANYONE ELSE. THIS COMPANY IS DECEPTIVE TO THEIR OWN BENEFIT NOT FOR THE CONSUMER AND I'M OUT $1000 DOLLARS. THEY NEED TO BE STOPPED I'M SICK AS I WORKED SO HARD TO PAY FOR MY DAUGHTERS WEDDING AND I CAN'T AFFORD TO LOSE THIS MONEY. PLEASE HELP!!

I spoke to their customer service at least once a week regarding the purchase, all the way up to, and including the return.

I informed the same lovely, helpful girl who told me that I may return the dress if it did not look like the picture that I would be sending the dress back. She told me that you will be sending me a return label. I informed her that I will be out of town for my son's wedding for the entire month of August. That is why I called their customer service at least once a week to make sure they knew that.

For verification, please refer to their call logs.

Now, they have the dress and my $1,800.00 and they keep sending me the same auto-generated email. 'that it's passed their 30-day return date'. Well, that's b/c they took 6-months in the first place.

Please help. I just want my money back.

Thank you,

***@gmail.com

COUTURE CANDY Order #16***9.

This company will steal your money, we purchased a dress, they sent the wrong dress, we called them and they refused to refund the money and only gave us the option for store credit. They said we have to deducted 20 percent from the amount. It wasn’t our fault that the wrong dress was deducted. After we sent the dress back we never even received the store credit. It’s been over 6 months now. I have disputed it with my credit card company and CoutureCandy sent them a letter that they emailed us the credit. Which is a total lie. Everytime we call they tell us they will have someone contact us. No one ever does. They stole our money and lied to my credit card company stating they refunded us with store credit.

I purchased a dress from this company and when it did not fit properly, I returned it to the company in the appropriate time period. However, I failed to obtain a RMA number prior to the return. I called the company to inquire about my refund and they located the dress and agreed it was in good condition but would have to deduct 25% of the cost because I did not follow policy by not obtaining a RMA number prior to shipping the dress back. I talked to the manger, argued my position that I did not understand their policy before shipping the dress back and that the dress was in good condition, so I did not feel I should be penalized the 25%. She would not back down on the policy rules. After some time, I did not see a credit to my account so I sent an email to just go ahead and take off the 25% off and credit my account. I have not heard back, nor have I seen a credit to my charge account. My order number was 2050.

I bought from this company after asking of there return policy I returned dresses because they dint fit I made sure they went back the most 1 day of receiving them I got R M A numbers as customer service wanted shipped everything back in original boxes and tags. Customer service was horrible excuse after excuse not to give refund after they went back and forth with me about 2 months they gave me store credit 500 dollars short of what they should of given me I have never complained about any company in my life. This is a horrible company to buy from you can forget about getting any refund back and when you do it will be a store credit for about 50% less then it should be. If you call them they dont answer they pretend not to understand they put you on hold and when they call you back they play stupid not to refund or credit the money they owe you. So ease dont buy from this company they are scammers. I will tell everyone that I know as long as they are on business.

Buyer beware this company is a *** organization!
I purchased a dress from them and it came damaged. I took a photo of the damages and asked for a return. They told me that I could return the dress. Once I did, they sent me an email that they could not accept the dress because it was damaged. That was the exact reason I returned the dress!
They're customer service representatives were not helpful, did not call me back in a timely fashion, and would only read their policy to me over the phone. I've tried multiple times to escalate the issue and they would not help me,
In the end I paid for the dress twice, which was not fair and am in the middle of a dispute with the credit card company for my money back.
I hope this review helps people not shop with them.

This company is a complete scam. The dresses they send are not as advertised (sizes off, wrong materials, etc.), and then they end up stealing the money that was paid with their "return" policy. After I returned a dress because it was way too small (even though I always wear that size or even a size smaller) they started deducting all sorts of shipping and restocking fees. The remainder was given to me as a credit, not a refund. And when I went to use the credit, it had vanished because they said it was only good for six months. So they basically stole over $500.00 from me. And it isn't just me - - here is a link to other complaints about this company: https://www.theknot.com/marketplace/couture-candy-inc-santa-barbara-ca-*** Aren't there laws to protect consumers from this type of scam? Some way to shut them down? Thank you.

I bought a dress from their site and spoke directly with them regarding returning it. They never told me I could only exchange it. If you look on their website, there's two different return policies which is why no one really sees accurate information on returns.
I stopped the payment on my credit card and wrote Revdex.com to dispute them. They said if I removed the stop payment with my credit card company, they would refund the rest of the money. I did so and still did not receive the refund.
Buyer beware!

I returned a dress to this company a month ago, following the return directions exactly. The return package was delivered to the company on September 17. Though I have followed up several times to ask about the status of my refund (which I understand will be in store credit), responses have been unhelpful and a refund has not been issued.

When I returned an item, they back charged me on the “free shipping,” along with the return shipping and a handling fee. For me this meant that they took almost $50 in shipping and handling fees from me.

Though their return policy does say (if you look hard enough, it’s not very transparent) that they will back charge you for the “free shipping,” it is ludicrous that they would charge almost $50. Nowhere does it state the amount that will be charged. I could’ve gotten the dress altered for that amount.

I called Couture Candy when I couldn’t find information on returns on their website as it is not readily available. The customer service rep told me that as long as I returned the dresses in mint condition and in five days I would get a full refund. I spend $2600 and returned dresses worth $2050 in mint condition.

Now the company is saying that they will give me
Store credit. I cannot use $2050 worth of store credit. Can you please ***p me?

I had bought several dresses from https://www.couturecandy.com. The first three dresses were all in poor condition (received 09/18/18). Beads were loose and falling out. These were very delicate dresses and were not packaged well at all (or maybe they were already sent damaged). After seeing the condition of the dresses I called customer service and explained the condition of the dresses and did not wanted to cancel the remaining of the dresses. The customer service member Peachy mentioned the return policy and that she expedited my request to cancel shipment of the remaining dresses. She did mention that one of the dresses was to be delivered the next day, as long as I dont open the box I would be able to get a refund on the item. In the meantime I had requested to talk to the manager. Never heard from her until 3 days after when I was away from my phone. I called on 09/22/18 and requested to talk to the manager M, I was told no manager was on site. I ask to request a time for them to call me back. The time scheduled was for 09/24/18 between 10-11. I waited for the manager M to call me during the scheduled time but she never did. A little after 11 I called the customer service line and requested to talk to her, they claimed M was in a meeting but would get back to me during the day. She finally called. I explained the situation of the damage goods which I have already taken and sent pictures of. I had also explained that there was expedited request to cancel items from being sent out from the warehouse according to Peachy (the previous customer service Representative). M said that there if irregardless if the box is open or not it is returnable for store credit only. When she told me I was shocked. I was lied to. I was told that I could return the items and get a refund for unopened boxes. The manager M was extremely rude an unapologetic. I kept trying to explain to her that I was told other wise she just ended up hanging up on me. So unprofessional

I was unsure of their return policy so I called them to clarify. The dress I wanted was not available until October 4 however, I was not going to be home at that time so I asked for shipment on Oct 11. The woman I spoke to (several times) said she would take care of it and if the dress did not fit, I would be able to return it as long as it was within the 5 day period. She mentioned NOTHING about exchange only. I asked for full refund and they told me they needed to review the taped conversation. My friend was in the car and heard our conversation and also agreed I was told I could return the dress within the 5 day period. The dress was delivered this month without warning (thank god I was home!).
After speaking with them several times, they offered me a refund but would deduct shipping costs and an additional 25% restocking fee. I returned the dress and still have not received a refund.
If they told me I would only get a store credit, I would have NEVER ordered the dress.
I would like a full refund to resolve this issue

I ordered a dress from Couture Candy. Before placing the order, I reviewed the return policy that is found when clicking the “Returns and Exchanges” link on their landing web page (https://www.couturecandy.com) . At that link, the general return policy states, "“The general return policy applies to all products except sale items, dresses, and jewelry.” The meaning of this sentence is clearly that the policy applies to all products except SALE items, SALE dresses, & SALE jewelry. The adjective that precedes a list of nouns applies to all of the nouns in the list unless one or more of them has a different adjective attached to it(them). This is not an obscure rule. This is standard, English language.

Once reassured that I could return the dress that I was considering since it was not on sale, I placed the order.

The dress was too short, so I requested an RMA & returned it. Upon return, a shipping cost was applied & a store credit was issued instead of the “full refund of the purchase price to the card used to make the purchase” as was promised in the general return policy.

I sent multiple requests asking that they honor the general return policy. The reply was that customers must acknowledge that they read the return policy before placing an order & because I did so (because I had read the return policy for general returns that says that it applies to dresses that are not on sale), I am subject to the special return policy that applies to special occasion dresses.

Note that the dress & jewelry return policy found after scrolling further down on the site is stricter than the general policy. Why would any shopper look for a special return policy that contradicts the general return policy that already applies? I now recognize that the person who authored the statement meant, “The general return policy applies to all products except dresses, jewelry, and sale items” but that is not what was written. This was initially a mistake that is now deliberate deception.

I ordered a dress for $327.95 and returned it in their policy time frame in brand new condition with tags because it did not fit and they only refunded me $49.95 and confirmed it was in like new condition and on time. This is theft

I purchase a swimsuit from this company. Only received the top which was too small
And you can’t do exchange. So you need to return it then get a store credit to use for the new top you want. I paid $76.50 for the top and I received a ‘Store Credit’ of $36.50. They kept $40 in ‘fees’. This store is a total scam.
It’s Crazy that they can keep my money just like that.

As with others who have filed a complaint, I have similar, if not the same problems with this seller! I ordered a gown from their site advertised as 50% off. On the page of the item description it says the item is returnable. I also checked the website's return policy well and thought I had understood it - apparently not! I have tried to get in touch with them by phone and no one ever answers. I emailed several times for a RMA# as well. Sale item or not, to avoid all their confusing penalty fees you need an RMA# ASAP, otherwise you're damned if you do and damned if you don't! I finally got someone on the line and she informed me that I could only get store credit, and the amount will most likely be less after all their confusing return fees. As with other complaints, I got offered an alteration service, but I explained that the dress is too overpowering on me. Their return policy and extremely confusing and misleading. After I explained that I live overseas and I can do nothing with a store credit I was told I could return the dress less a 25% restocking fee. I requested an email confirmation of this, but I have yet to receive an email, let alone an RMA#. I was told, like everyone else that has filed a complaint, that it takes 24-48 hours. I find that sort of bizarre considering the following quote from their website: "Our support team will issue you a Return Shipping Label for your convenience usually within one business day of receiving your request." In the meantime, the clock keeps ticking, and by the time I receive my RMA# there will be other penalties accrued to my refund amount - another 10% late fee! Extremely confusing website and dishonest practices. I cannot afford to loose 25% of $459, plus an additional 10% late fee because they can't seem to get an RMA# issued onetime!! Oh yeah, I forgot, one more fee that will be deducted from my original amount is "less any original shipping/handling fees if shipping was complimentary at checkout. " In the meantime, 24 hours later I am still waiting for an RMA# and I have tried via Paypal to get an RMA# as well. I do not have that much money that I can afford to loose more than $100 on an item that is in it's original packaging with the original sales tags still hanging on it. I'm on the East Coast - to get it back to them on time I will have to pay express shipping as well. I expect a full refund for my item - if I ever get an RMA#. At least I can copy/paste this correspondence with Paypal.

I made a purchase of over $2,500 for 4 dresses on CoutureCandy's website. They advertised "Easy returns." I received the item on August 9th. I was under the impression that I had 14 days to return the items. I attempted to contact the company on the 14th, and there was no answer. I e-mailed them on the 15th. They answered me back saying that I could choose to keep it at a 15% discount and alter it. This is when I knew they were going to give me more problems. No company worth their salt would do such a thing. I told them that I wanted to return it for a full refund. I was then told that because I contacted them a few hours late that I wold be charged a 10% restocking fee, in addition to all the shipping charges. When I challenged T, the customer service rep, she told me that I should have read the fine print. They are issuing me an RMA, but they insist on charging the 10% fee, which is over $250. This is unacceptable, and something must be done to stop these unethical thieves from being allowed to rip customers off like this.

I purchased a gown at a discounted price. They excepted my money and said it had been shipped. They gave me a tracking number. After trying the tracking number it appeared that they mislead me. Since I purchased the gown at a discounted price, they made one excuse after another. They said that they did not have the gown in stock. Yet, I can go to their website and yes they still have the gown in stock for a lot more money. They accepted my payment and would not fill my order.