CoutureCandy.com Reviews (%countItem)
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CoutureCandy.com Rating
Description: WOMENS APPAREL - RETAIL, INTERNET SHOPPING
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Bought two dress from the company. Returned two dresses within the policy stated on the website. They will only give me a store credit not a refund. The policy on the website states 14 days to return and discusses less money back if outside the return window. It does not state a store credit will be offered. When contacting the company they showed me a policy that says 5 days. This is not what is on their website. I cannot get any one to speak to me on the phone. They will only contact me through email which they will not discuss a resolution. The amount I’d like refunded is $255.00. When I ask to speak to a supervisor they do not respond. I feel like I am being scammed. All communication is documented.
Dear ***,Apologies for any trouble this has caused you! Upon checking your transaction history, here’s what I found.You purchased two dresses, the policy you're referring is for General Return which states: "The general return policy applies to all products except sale items, dresses, and jewelry. You may return product(s) within 14 days for a full refund of the purchase price to the card used to make the purchase.” I’ve highlighted here that dresses is an exception and you should refer to our Dress & Jewelry return policy.Also, I’ve checked our communication log that you agree to received a monetary refund on your card less the applicable fees.If you have further questions, please do not hesitate to reach out to me.Again, I’m sorry for the trouble and misunderstanding.Regards,F
*Director of Operations
Complaint: 12795117
I am rejecting this response because: I was told there would be a 20% penalty and the amount reflected is almost half of the bill. I never get a phone call , straight answer or answer to my question. Their refund policy is not visible to me on the website. I feel like they are ripping me off. I accepted the refund amoun on my credit card without seeing how much I was being refunded. I asked and did not get a response. Some money back was better than no money back. However. I feel robbed. 255 less 20% is approximately 200. My refund amount was around $130.00. There is no justification for this amount.
Regards,
*** G
Hi ***,
The issued refund of $131.78 is before the agreement. I've instructed the team to refund the additional $72.70 and should be available to you within 5-10 banking days.
Computation:
AmountYou Paid: $255.60
Less 20%: - $51.12
First Refund: $137.78
To be Refunded: $72.70
Thanks,
F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12795117, and find that this resolution is satisfactory to me.
Regards,
*** G
Do Not purchase from them , they won’t refund your money back to your credit card only store credit . Although their policy’s change multiple times and it did say refunds now it’s store credit ! The reason I purchased was because they have plus size however , the dress did not fit as it was to small and I can’t fit in any other size . To send the dress back for store credit which I can’t use it includes a 15% restocking fee on ALL items including special occasion dresses purchased at full price which were originally excluded from the restocking fee. The management are liars, extortionists and ridiculously difficult to contact if you need anything at all. I am now out $175 from what should have been refunded. I consider myself to be quite a savvy online shopper but have never experienced such terrible customer service or wasted so much time and money. Bad decision! Buyer beware! Worst mistake of my life . Stay far away from them! Do not buy, dresses look pretty but isn’t worth the hassle!
Hi S,Apologies for any inconvenience this has caused you.You purchased a Special Occasion dress, these are specials and takes more time to make. We want you to be happy, but there's no way that we can sell this dress at the same price once returned. We don't know as well about when can we sell them again.Although we would like to modify our refund policy, the product purchased in this case clearly fall within our Dresses and Jewelry return category. Given our built-in expense in procuring and warehousing these special products, we cannot issue monetary refunds. We do however accept returns and honor the store credits issued.As a courtesy, I’ll be issuing you a monetary refund back to your original form of payment less restocking fee if any, original freight cost and return shipping label if used. Of course, with a condition that this complaint be resolved on Revdex.com.Thanks,F
Hi S,Apologies for any inconvenience this has caused you.You purchased a Special Occasion dress, these are specials and takes more time to make. We want you to be happy, but there's no way that we can sell this dress at the same price once returned. We don't know as well about when can we sell them again.Although we would like to modify our refund policy, the product purchased in this case clearly fall within our Dresses and Jewelry return category. Given our built-in expense in procuring and warehousing these special products, we cannot issue monetary refunds. We do however accept returns and honor the store credits issued.As a courtesy, I’ll be issuing you a monetary refund back to your original form of payment less restocking fee if any, original freight cost and return shipping label if used. Of course, with a condition that this complaint be resolved on Revdex.com.Thanks,F
I ordered a dress. about 10 days ago. Their website states that processing time is 24 to 48 hours. It's been now 10 days and it's still under processing. Tried to contact them by email 2 days ago. No answer. Tried the phone number. no response as well. At this point I think it's a scam.
Dear G,Good day! I do apologize for the delay in shipment of your order as well as its status.Upon checking, your shipment is out since April 8, 2018 and expected to arrive at your location by the 11th. Our team responded to your email and provided you the tracking information. As a reference, you may check the status of your delivery at this link: https://tools.usps.com/go/TrackConfirmAction?tLabels=94***2***7Again, apologies for any trouble this has caused you.Sincerely
I ordered two dresses from couture candy- their website states that they will provide a full refund except for Sale dresses. Order # 160661 The dresses arrived on 3/28 evening . I have been trying since 3/30 to contact them via email and phone to return the dresses as they do not fit. One of the dresses did not have an example of what the color would look like. They finally responded on Monday april 2nd I requested a return and full refund. They offered to tailor it at a discount. I explained it is impossible. They are too small. They sent me a RMA - 101483. I sent the dresses back on 4/2 Since then I have emailed and called multiple times a day requesting to speak to a supervisor in regards to my full refund. They keep stating they are only giving me a store credit. I have asked for a supervisor. Finally someone named " T" called me back on 4/3 - we kept getting cut off - supposedly their phone was not working well. She sent me an email last night telling me again about the store credit. I emailed back asking again to speak to a supervisor. No response. 'I just called and emailed again. Still no response. The cost is over $800 and their lack of customer service is unacceptable.
Hello N,Good day to you! Apologies for the trouble this has caused you.I believe you’ve read ourreturn policy which is clearly shown on our site, the product page with a link to the policy, and the terms and conditions agreed to by all shoppers prior to purchase. The policy states:"Dress & Jewelry Return Policy
If you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receipt. We providefull store creditas long as the product is received in new condition. If you use ourReturn Shipping Label, thecost is deductedfrom your credit as are anyfreight/handling costif shipping was complimentary at checkout. "
As with our phone, yes we are aware that we have an issue and the fix is on-going. Most of our called got disconnected and logged as missed calls. This is due to the recent upgrade of our phone provider and we are very sorry for that. With the lack of response, I believe my team is trying to contact you but couldn’t reach you and left a voicemails.As a compromise, I’ll waive our refund via store credit policy and offering you refund on your card. But this will be deducted with the original shipping cost as this is complimentary during checkout and return shipping label fee. I’ll be waiving the $10 handling fee as well.Once I received the resolved notification email from Revdex.com, I’ll process the refund immediately.Sincerely,F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12777450, and find that this resolution is satisfactory to me.
I do accept the full refund on my credit card.
I also appreciate your timely response.
Please note that I attempted to reach out again after the voicemails and still have not received a call or email back. Please also note that I find your representatives may benefit from some additional training on customer service and service recovery. I believe it would help your business and prevent these situations from escalating to the Revdex.com.
Regards,
N
Do NOT order from this company. This was a horrible experience and isn't even over yet.
They do NOT respond to inquiries and when I needed to return the dress I had purchased it took them several days to send me a return authorization. When I did return the dress, I now see that I got a store credit for 66% of the total purchase -- how is that possible? Nothing on their site suggests that anything like that would be the store credit -- not to mention that the 'store credit' policy for dresses is absolutely NOT obvious. AND, when I tried to call them to find out why I only have this small a store credit, it rings for a long time and then says that no one is available for this call and hangs up on me. They should be SHUT DOWN.
Ordered two dresses, returned one, the company refuses to refund the money, only store credit, but even then is not refunding the original cost, some ridiculously reduced amount, basically a robbery. Phone calls do not bring the satisfaction to the matter.
Dear M,
Apologies for the trouble this has caused you!
I’ll look into this and have our accounting refund the remaining amount.
Thanks,
F
Paid for dresses to be delivered in three days. Not done. Not able to use because of the late delivery. Also, company has two telephone numbers and after multiple calls at every time call is either not answered/just keeps ringing, or number is disconnected. Company provides e-mail for customer service issues, but e-mails remain unanswered.
I want a full refund. I will ship the dresses back, but their website says an "RMA" has to be issued by them first in order to do so, and they won't respond to e-mails or calls to issue an "RMA." Also, they are only offering store credit. They did not deliver the dresses on time, so I don't feel that store credit is appropriate.
Hi S,Good day to you! Apologies for the trouble, upon taking a closer look on your order history here’s what I’ve found:Our record shows that we deliver your dress on a timely manner. Both dresses are placed on Mar 20th and UPS team is at your location on the 23rd. Also your order value exceeds $500 each, with that a signature is required for your protection as we have cases of lost in transit package. You may see screenshot attached.With regards to our phone and email, I am deeply sorry as we are short staff as of the moment. Because of the prom season customers are making advance purchase which we did not anticipate.As with the RMA, our processing time usually is 24-48 hrs. Definitely, this is waiting to be processed. Rest assured that this will be put on priority.Also, I believe that you read our return and exchanges policy before you placed your order as we put a checkbox as confirmation. Although we would like to modify our return policy, the products purchased in this case clearly fall within our Dresses and Jewelry return category. Given our built-in expense in procuring and warehousing these special products, we cannot issue monetary refunds. We do however accept returns and honor the store credits issued.However, I’ll waive the store credit policy in this situation and refund you on your original form of payment. But the restocking fee if any, original shipping fee, handling fee, and return shipping if used will be deducted on your refund.Thanks,F
Complaint: 12752271
I am rejecting this response because:The items have not been delivered; your statement that they have been delivered is untrue. I spoke to one of your customer service reps on the day I placed the order and was verbally assured that the dress would be delivered by Friday. I was not made aware of any signature on delivery requirement, either verbally or in writing. Had I know about this requirement, I would not have placed the order, because time was of the essence, as I told the rep, and because I am not at home to sign for packages during the day while I am at work. When I went to track the package after shipment, I saw the signature on delivery requirement. I immediately tried to contact your business several times, only to be disconnected or have the number not work at all. While I appreciate your offer to refund via method of payment, I do not accept the caveats that various, indeterminate fees will be assessed. I would, however, accept a refund of the full amount paid. Please let me know if works for you, as well.
Regards,
S
Hi S,
I'll sort things out first with our warehouse if the item has arrived. It usually takes 3-5 days to track incoming returns.
After that, I'll issue your full monetary refund and send you an email when done.
Thanks,
F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12752271, and find that this resolution is satisfactory to me.
I will pick up the items tonight and ship them back to you. Thank you for providing a full monetary refund via the original method of payment.
Regards,
S
I bought a prom dress from their website for $532.80. I returned it due to not looking like the actual picture on the website and then was told I could only receive store credit which is ridiculous. I want all of my money back and plan on filing a suit if I don't.
Dear P,
Apologies for the trouble this has caused you! Our return policy is clearly shown on our site, the product page with a link to our return policy, and the terms and conditions agreed to by all shoppers prior to purchase. I'm sure that you are aware of that. To reiterate, the policy states:
Dress & Jewelry Return PolicyIf you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receipt. We provide full store credit as long as the product is received in new condition. If you use our Return Shipping Label, the cost is deducted from your credit as are any freight/handling cost if shipping was complimentary at checkout.
The item you purchased is a Special Occasion dress, these are specials and takes more time to make. We want our customers to be happy, but there's no way that we can sell this dress at the original price once returned. We don't know as well about when can we sell them again. Given our built-in expense in procuring and warehousing these special products, we issue store credit instead of monetary refunds. Thus, your refund is credited in your account as a store credit.
However to resolve this issue with Revdex.com, I am waiving our store policy and giving you a monetary refund with applicable charges. See computation details below:
Amount You Paid532.8Original Shipping Fee-20.72Handling Fee-10.00Return Shipping Label-12.53Amount Refunded489.55
Please note that monetary refund takes 5-10 banking days to reflect on your account. I've attached here the proof of refund.
Thanks
I ordered an expensive dress for my Daughter's wedding. I NEEDED TO TRY IT ON. It turned out to be too big. I followed all the rules stated in their web site -- They refused to give me a full refund on my return -- I even spoke to representative before I bought online to insure I could return it -- They never said I could not return it for a full refund --In fact, they said if I returned it in 5 days I would be given a refund minus shipping fee.
MOREOVER, PER MY PHONE CALLS TO THEM, PRIOR TO PURCHASE - I UNDERSTOOD I WAS GOING TO GET A FULL REFUND AND NOW THEY WANT TO GIVE ME STORE CREDIT. I DO NOT WANT TO BUY ANOTHER THING FROM HIS BUSINESS AS THEY ARE ENGAGED IN INTENTIONAL MISLEADING ADVERTISING--THEIR WED SITE SAYS "EASY RETURNS"--IT IS ANYTHING BUT EASY.
Dear ***,Good day to you!Every phone calls are recorded and you are informed on that via a voice message when you dialed our hotline. In that regards, I couldn’t find any recording that you spoke with our representative with regards to our store policy. And if you really do, I’m sure that my colleagues will clearly explain our store policy.There is no way that we mislead our customers as we have put all the information in our website from product pages to our policies. For this case, you know that you purchased a special occasion dress right because it is stated on the product page before you add that to cart? And then if you check closely our return policy then you should look at a section about Dress & Jewelry Return Policy. You mentioned about following all the rules but missed reading the form of refund, which states;Dress & Jewelry Return Policy
If you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receipt. We provide full store credit as long as the product is received in new condition. If you use our Return Shipping Label, the cost is deducted from your credit as are any freight/handling cost if shipping was complimentary at checkout.
To return an item(s) please email: [email protected] to receive a Return Merchandise Authorization (RMA) number.
Our support team will issue you a Return Shipping Label for your convenience usually within one business day of receiving your request.
Any returns received after 5 days are subject to a 10% late fee.Any returns without an RMA are subject to a penalty of 25% percent of the purchase amount.Sale or Promo/Coupon code returns are subject to a 20% penalty of the purchase amount.We do not accept returns after 30 days.The nature of our business is very unique as every order is put into production to meet specific deadlines. We put all the information on our website so that customers would know what to expect during the process. With that, we will follow our policy which we have provided you a store credit. Thanks
Complaint: 12717168
I am rejecting this response because:
The contact I had with your company BEFORE I bought this dress clearly indicated that I could return the dress for a full refund if I do so with in 5 days. Your wed site advertises ' easy returns"--Your company sent me an a email telling me I would receive a full refund "NOT a store credit".
You mislead your customers and then try and fall back on boilerplate language at the bottom of your wedsite.
This is false and misleading in so many ways. This is not the way to run a Revdex.com rated company
Regards,
K
Dear ***,
Apologies for the misunderstanding!
You ordered a Special Occasion dress, these are specials and takes more time to make. We want you to be happy, but there's no way that we can sell this dress at this price when returned. We don't know as well about when can we sell them again.Although we would like to modify our return policy, the products purchased in this case clearly fall within our Special Occasion category. Given our built-in expense in procuring and warehousing these special products, that's the reason why are not issuing monetary refunds.As a compromised, I'll offer you a monetary refund less original shipping fee, handling fee, restocking fee (if applies) and return label fee (if used). This if you would accept this offer, I'll immediately process your monetary refund.
Thanks
Do not use! They have terrible customer service and basically rob you if you have to make a return. I simply ordered a dress that didn't fit right. I returned it well in the return window and was docked several fees and charged for THEIR FREE SHIPPING that was initially offered to me for placing my order. And no, you can't get your money back. You are given store credit for them to steal from you at a later date.
Do not order from Couture Candy. I ordered a dress from this site. I had planned to order several dresses for an event from different stores and select the one that fits and looks on me to wear. Before I ordered, I read the terms in case I need to make a return. I didn't see any issues with the terms at the time. I saw that I could return an item if you email them within 14 days to get an RMA for a refund. When the dress came, I promptly tried it on. It did not fit, so I decided to return it. I emailed them to ask for a RMA. After 5 days of not hearing from them and emailing several times I became concerned that they may not get back to me. They were quick to respond when I had a question about the sale, but not when I wanted to make a return. I decided to contact Paypal my payment company. Only after I contacted Paypal about the issue with this company, the RMA came. I promptly mailed the item back with the RMA. After 10 more days, I had to contact them again because I had not seen the refund yet. They said they issued me a store credit, not a refund. They said they do not give refunds on dresses, only store credit. This information was not apparent when I made the purchase or on the product page or on the shopping cart. When I went back to the return policy, I did see that they do not give refunds on dresses, but it was very small and very hard to find. I would not have bought the dress if I could get a refund on the item. They refused to give me a refund. I have now taken the issue up with Paypal. This company has a poor and unclear return policy and their site terms are misleading. Customer service is very slow as well. I will not be ordering from this store in the future.
I needed a Mother of the Bride dress. I looked on various websites. I always check the return policy and usually dresses are returnable for monetary credit if sent back in 3-5 business days in original packaging, with tags on etc. So I went on Candy couture website and checked return policy before looking at merchandise. It stated no return credit return on special ocsasion dresses. Ok but when I scrolled through the dress choices I noted that some said special occasion dress under the picture of the dress and others did not. SO I assumed that these were the "special occasion ones" that were not returnable for a monetary refund. So I purchased a dress that did not say special occasion dress under its picture.. I clicked on the size, color and put in shopping cart and did not read further because I had already read the return policy. I did not work out so I emailed them for a return label immediately. The dress was purchased 9/28/17 and I asked for a return label 10/1/17. I received NO REPLY. I had to email again 10/4/17. I finally received the information and was told that I would be getting
a store credit. I told them of their confusing website on what was special occasion and what was not. I did contact my bank card for a dispute on this charge. On 12/7/17 I was told by email that I would be given a one time courtesy monetary refund minus a 20% restocking fee and that it had been approved so I emailed back to proceed with this monetary credit.
On 12/7/17 an email said that the monetary refund had already been applied to the original payment method but there has been no refund on my credit card statement to this date. When I ask why I have nothing on my credit card statment I am told that the credit card dispute was still going on but I contacted the bank card and they told me that the dispute has not been in effect for 4-5 weeks now.
I have emailed them on this more that 10 times and am not getting anywhere. Please help.
Hello E,
When you disputed your bank about your mistake and we agreed to settle this internally. We did everything we could to grant your request and make you happy.
We just received the dispute notification and won it. As you may know, we cannot do refunds with a dispute on-going. But since our accounting received that we won the dispute on the bank, we are still giving you your refund. You just need to wait 5-10 banking days for this to reflect on your account. See attached proof of refund.
Thanks,
F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12697922,. I accept as long as it is actually completed . I have asked for this credit card refund many times. It was promised at times by this company and then was never done. I have over 48 emails to this company. I will accept it but am guarded until I actually see a credit card refund.
Regards,
E
I recently ordered three expensive gowns to try from the company. I misread the return policy that you could return all BUT dresses for a refund. All reputable companies offer a return/refund service and I did not see that GOWNS are not refundable. I would have never ordered 3 for myself (I am the mother of the bride) for over $1390.00 plus tax had I known this. I pleaded with them to work with me and I would have been grateful for even a refund on 1out of 3. They refused to do anything for me. I am devastated as this was an honest mistake. I am the Mother of the Bride and not in the position or age group to use this amount in the form of a store credit. Upon trying to send the gowns back they keep sending me the same RMA #'s for the same order numbers as if they are trying to cheat me. If they have this horrible policy it should be better marked so others are not cheated in this way...it is very poor business practice by American standards.
Dear J,Apologies for any inconvenience this has caused you! Our refund policy is very clear in writing which I doubt it’s a mistake on your part since you know that you’re buying a dress. It states as below:“ General Return PolicyThe general return policy applies to all products except sale items, dresses, and jewelry. You may return product(s) within 14 days for a full refund of the purchase price to the card used to make the purchase. Dress & Jewelry Return Policy
*Director of Operations
If you are not completely satisfied with your dress or jewelry purchase you may send your item(s) for return within 5 days of receipt. We provide full store credit as long as the product is received in new condition. If you use our Return Shipping Label, the cost is deducted from your credit as are any freight/handling cost if shipping was complimentary at checkout. “
See full refund policy here: https://www.couturecandy.com/returns-exchanges/
Also, we do not charged tax on your purchased since you are living outside California. We do not intent to send you the same RMA number’s. You may send all the dresses back in a single shipment to lower the cost of the return shipping label. Since our team sent your two RMA number as of this writing, you may put all the dresses back in one box and that would still acceptable.
Lastly, I don’t believe our business practice is very poor as we take this seriously with high standard. In time of age today, as you may know that all online store put all the necessary information on every page to remind customers to read and understand before their purchased. All our product pages have information on how to measure correct size to avoid returns, description about the product and it’s return policy and importantly a checkbox that you’ve agreed with our store policy.
Therefore, as a consumer myself I would grant your request for a refund back on your credit card. This is because your issue has not come to my attention until I received your feedback on Revdex.com. However, please take note that charges and fees applies to your return and will be deducted on your refund once we receive the dress on our warehouse.
I hope this resolve all your concerns.
Sincerely,
F
Complaint: 12694754
I am rejecting this response because:
I recently purchased 3 gowns and misread the return policies. I am accustomed to dealing with reputable companies like Saks, Lord and Taylor, Neiman's and Dillards who all accept returns. After numerous emails and finally filing a complaint with the Revdex.com, Mr. F ***, Director of Operations agreed to refund the purchases to my credit card. This has never happened. I have 20 emails back and forth with the company and each time it is a different story. They issue a store credit even though I attach the copy of the agreement from their director honoring the refund, the store credit amounts change and now I see 2 refunds to my PayPal account for the same order (same dress), the same amount. The store credit went from $300.00 to $107.00. There is still $433.00 and $558.00 OUTSTANDING refund due to my papal account. They take 25% off the top to return the merchandise and then answer emails if and when they feel like it with different, half answer responses that never save the problem.
I am only asking Mr. Hermogenes to honor his word and refund my PayPal account in the amount of $433.80 and $558.00.
Regards,
J
Dear J,
Good day! I've checked with our accounting your refund concerns and told me that my CEO rejected the my prior approval. This is because of the negative review you posted on SiteJabber.
My CEO told me that even though we agreed within the bounds of Revdex.com, it should be agreed upon that this case has been resolved and should not go beyond here. On that note, once the negative review has been removed thats the only time we will refund you on your card. If not, we will stand by our store policy which you have agreed upon checkout.
Thanks,
F
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12694754, and find that this resolution is satisfactory to me.
I have deleted the negative reviewand intend to post a positive review upon refund of gown purchases as promised by the Director.
Regards,
J
I placed an order on Feb 7th for a dress that I was purchasing for my brothers wedding. A little over a week afterward, I placed the order, I received an email indicating a refund has been submitted and my dress was not delivered. When calling they did not respond to my requests to find out what happened with my order. Finally when I got a human on the phone she stated "sorry we sent the dress to someone else who placed the order before you and we only had 1 dress in stock." I asked what my options were or how she could help me being that I was on a limited schedule to get my dress as my brothers wedding was quickly approaching and she replied "sorry mam, nothing the dress is someone else's we only had one order."I advised her that they still had the dress on the website and it was false advertising, she responded "Sorry."
Dear S,
Apologies for the trouble this has caused you!
It is not our intention to false advertise on our site. Due to the nature of our business, only few special occasion deess are made into production. With that in mind, even a few minutes after purchasing passed the item can be out of stock.
There would be no other way we can deliver the same dress to you as it would take 3-4weeks to produce this.
What we can do is find the same dress style for you.
Again, I am really do apologize for this!
Thanks,
F
On Saturday, Feb. 10, I came upon a website that allowed you to order and return dresses.
Based on other websites, this was highly unusual and so I researched their refund/return/exchange policy. After reading this policy on their website, I called and spoke with someone(overseas), who confirmed what I had suspected.
You would NOT EVER receive a refund for any “sale” dresses you returned. The most you could hope for is a “store credit” along with a deduction in the store credit of up to 20% restocking fee, also deducted from the “store credit”, would be the free shipping fee you weren’t charged, if you returned an item, you would also be charged for the shipping back to them, as well a “handling fee” they incur since you are returning the item(s.)
Based on ALL THAT, I decided to remove one of the two dress in the cart. Once I removed the dress, it now showed the price/picture of (1) dress, it now showed that the item was no longer eligle for free shipping (makes sense), because it was less than $200.00, and it did still keep the 10% discount for the (1) item.
Being satisfied with the new total, I hit send.
To my horror, the dress I had removed popped back up on the screen giving me the original total which was NOT WHAT I authorized.
Now Zel at CoutureCandy.com, both through a phonecall I placed to her in Customer Service, tells me that this has NEVER EVER happened before! And that the order is cancelled, but I still only have an instore credit for the amount of the (2) dresses!!!
It doesn’t matter if it was the first time or not she had ever heard of this occurring, which I highly doubt, there were no exceptions!
Conveniently for them, there we’re no agents available on 2/10/18, over the weekend to handle anything about a “ current order”, which resulted in me having to wait (2) days to speak with someone within the US to report the problem. Of course, since the order was processed already, this was the only option!
What a deceptive, devious, unethical and completely atrocious Business model.
Dear M,Apologies for any inconvenience this has caused you!We honestly never encountered any issue on our website as you’ve described. As the Operations Director and IT Head of the company, this is alarming and I’ve asked our development team to look into this issue.As a way of saying sorry for what happen, I will waive the company policy on the dress you’ve removed from the cart. However, the other dress you will return will follow our return policy. I’ll follow up with our accounting to have this corrected. Please wait for 5-7 banking days for this to reflect on your account.Please let me know if you have any questions.Thanks,F
*F
*Director of Operations
Dear M,Good day! As a clarification on my previous response, here’s a detailed explanation.1. Since 1x Cameron Blake by Mon Cheri - 112655 Long Dress In Magenta (Product SKU: 112655-MAGENTA-16) you mentioned is mistakenly placed in your purchase, I’ll be waiving our policy to give you full monetary refund on this one.2. But for 1x May Queen - Sheer Pearls and Rhinestone Mesh Sheath Gown RQ7483 (Product SKU: RQ7483-BLUSH-XL) which has been shipped and delivered to you (https://tools.usps.com/go/TrackConfirmAction?tLabels=94***2***9), our store policy will apply for this one. We first need to received the dress back before we can refund you. As per our store policy, we are giving store credit but I’ll waive this one to a monetary but applicable fees will apply.I hope this helps!Regards,F
Complaint: 12680558
I am rejecting this response because:
I am writing to update you that I am still hopeful that a satisfactory resolution will occur.
I have been in communication, since first filing a complaint, with F *** at Couture Candy throughout this process.He has written me back every time I have responded to him, but I have yet to obtain a "monetary refund", as he promised, for the second dress that got reapplied to the order after I had removed it.He also claims, he will provide me a "monetary refund" for the first (and only) dress I wanted to order, although, certain deductions/penalties will apply. He also said he would get back with me on how MUCH exactly that would be, so I "wouldn't be surprised."I have not received that email with that information, but I did finally obtain RMA # today at 5:00pm EST, since unfortunately, my first dress choice did not work-out as planned. I now have 5 days in which to return this dress, so as to not have another 10% deducted from the monetary refund, he promised.And since I have 7 days in which to agree to a resolution or not, with today being the final day, I wanted to make sure and note that, although he says what I want to hear, I do not know if he'll deliver what he says he will.
Regards,
M
I ordered 2 dresses in November hoping one would work for a formal occasion (website states "easy returns.") Credit card was charged 11/26/17. I received nothing until February at which time a box arrived containing one of the two dresses. By this time it was too late and I had gone elsewhere for a dress for the occasion so I wanted to return the one dress and cancel the one that had not yet arrived. Alarmingly, the packing slip listed both dresses although only one was in the box. There was no phone contact information on the slip in the box. I searched the website for how to return and learned I had to email the company. I sent an email stating the 2 issues: 1) that I needed to return the dress I received and 2) that one dress was still missing and I no longer want it. I requested a return shipping label for the dress I received and confirmation that they were aware they had only sent one of the dresses. Days passed with no response. I tried calling customer service and no answer. Eventually I got ahold of a person by selecting the phone option for placing a new order. I explained the situation to the person on the phone who pointed out the fine print that "special occasion dresses" had to be returned within 5 days and that I would get store credit rather than a refund. She indicated that since I sent the email within 5 days, they would consider it OK if the dress were returned outside of that window and that I would receive an email the same day with the return label. I also requested that the order for the second dress be cancelled and that I should be refunded (not credited) for that one. She said they had to speak with the "vendor" and that I was to wait for them to get back to me -which they have not. The company has taken my money for one item which I never received and for one item that they wont instruct me how to return.
Hi ***,Apologies for any inconvenience this has caused you. I believe our team is working this one out for you.As you may know via email, our supplier mistakenly tag that they delivered 2 dresses. But originally, the other dress should be delivered by Feb 22 as stated on our product page.We are doing our best to resolve the issue with our supplier so we can credit your money back. Please bear with us!Thanks
Complaint: 12674657
I am rejecting this response because:
The company did manage to cancel the order that was never sent to me and accepted back my returned item (although it was very hard to get through to them and they later sent me screen shots of emails that were never sent to me and were not in my spam folder). I was refunded $649.62 of the $776.00 I was charged back in November. I understand that I would be responsible for return shipping on the one dress that was eventually delivered, but shipping one dress does not account for the $126.38 difference in what I was charged versus refunded. Not sure if they are charging me something for the dress that was never sent or if there is some sort of "restocking fee" but this amount does not appear to be in the range of reasonable business practice. I am pleased that there has been progressing since contacting Revdex.com (thank you for your services) but the issue has not been resolved to my satisfaction by Couture Candy.
Regards,
*** M
Hi ***,To help you understand, please see below the breakdown of fees included in your return and the cancelled order:A. Returned Dress Amount you paid: 398.00 Restocking Fee: - 59.70 Original Shipping: - 8.40 Handling Fee: - 10.00 Returned Shipping: - 10.48 Total Amount Refunded: 309.42B. Cancelled Dress Amount you paid: 378.00 Restocking Fee: - 37.80 Total Amount Refunded: 340.20The reason for these fees are as follows:1. We do not accept returns beyond 30 days but in your case, we did allow it and applied our return policy.2. For your cancelled order, a 15% restocking fee is applied since the production has started for your dress because it's a special order. It's hard to miss those delivery dates posted on our site since it's in bold red.Thanks
This company is terrible. I ordered two items, one was cheaply made and the other didnt fit. I returned the items and they gave me an impossible time about getting a refund. they would not give me a refund even though I contacted them the day the items were received to say id be sending them back. I am still waiting to be issued a store credit which is awful since I wouldn't even want to order from this company again.
I purchased 2 full price special occasion dresses from the Couture Candy site. I thoroughly read the return policy in case the dresses did not fit prior to purchasing. It stated the general return policy applies to all products except special occasion dresses, jewelry, and sale items. "You may return product(s) within 10 days for a full refund of the purchase price to the card used to make the purchase. Shipping fees, if any, which were applied at purchase are not refunded and original freight cost if shipped for free are deducted from your refund.
If you are not completely satisfied with your full price special occasion dress or jewelry purchase you may send your item(s) for return within 5 days of receipt for store credit less original freight cost if shipped for free. Sale Dresses and Jewelry items may be returned for store credit less a 10% restocking fee and the original cost of freight."
I decided to keep one dress and the other full price dress was way too large and cost $478. I only received $392.47 back as a refund for this dress when a full refund minus shipping should have been processed ASAP since it was returned within the 5 day return time frame. Any delay was due to the length of time it took to get the RMA response back from Couture Candy.
When I contested the charges with Couture Candy, they took a week to respond to nearly every email and did not answer the phone at all. They claimed that their return policy was always a general return policy and there was no exception for special occasion dresses purchased at full price. This was a bold faced lie. Then, they tried to tell me the return policy changed since the time I purchased the dress and I owed a 15% restocking fee. Also a lie. The company owes me $71.70 (15% restocking fee which was not owed on full price special occasion dresses) which is what they held from the cost of the dress + freight which I am willing to pay. They will not pay what is owed.
Hi N,Apologies for the bad shopping experience you had with us! Upon taking a closer look at your feedback, you are right that you shouldn’t be charged the restocking fee. When our store policy changed by the time you purchased and return your dress, I’ve checked the dates and you are not late. What is confusing to our policy is the return date, that would apply for both the time dress is delivered plus the time you will received your RMA. Since you received your RMA on the 5th of January, you have 5 days to return it. And it was delivered on 10th of January which is right on time. With that said, I am refunding you the restocking fee.However, upon checking on the freight cost (the original shipping cost) you’re only deducted $4.61 which should have been $9.22. If you notice that your return label cost $9.22 because that's the correct amount of shipment.In summary, I’ll be refunding you the restocking fee of $71.70 less the shortage amount on freight cost of $4.61 equals to $67.09. Please note that the refund amounting to $67.09 will reflect on your account 5 - 7 banking days.Again, apologies for the trouble and thank you for your understanding!Regards,FranceF
*Director of Operations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12654443, and find that this resolution is satisfactory to me.
Regards,
N
They want you to send the dress back in a timely manner but wont send a return number that is required to do so. Called used prompt 1 after waiting on hold for 20 mins. The prompt says no one can take your call and disconnects. Call back. And the only way to get a human is to say you are going to place an order.theu inform me that the normal return that is listed on the website dont apply to the dress I ordered. It is a special dress. and that I will only get credit
HOW SHOULD I KNOW IT IS A SPECIAL DRESS. I HAVE MY RECEIPT AND IT DOESN'T SAY THAT. I'M STILL WAITING FOR RETURN NUMBER.
Hi ***,
Apologies for the inconvenience this has caused you. I'm following up on our returns department on the status of your RMA.
Please expect an email response within the day. Once we received the dress, we will credit your refund back based on our store policy.
Thank you,
F
Complaint: 12632486
wrote: Hi Dara Watson, We are sorry to hear that you decided to return the dress but we can definitely assist you on returning the item. We already submitted the request for the RMA to the brand and we are just waiting for it. We usually expect to have the RMA number within 24hrs after sending the request. We will send it to you as soon as we receive it. Thank you have a great day!Ticket: https://couturecandy.freshdesk.com/helpdesk/tickets/22116 Regards, Ashley Customer Support [email protected] Our business hours: Monday - Thursday, 9AM - 5PM PST Friday, 9AM - 4PM PST On Tue, 23 Jan at 1:18 PM , dara watson wrote: This is the 4th request for a return number.! PLEASE SEND IT. DARA 22116:692727 Attachments areaClick here to Reply or Forward15.32 GB (15%) of 100 GB usedManageTerms - Privacy Last account activity: 2 minutes agoCurrently being used in 1 other locationDetailsRegards,
I am rejecting this response because:
Below is the email that I received 2 and a half days after I contacted you. This generic letter sent to the Revdex.com on their behalf doesn't say anything about the numerous calls I made to get the return number from them. I have audio recording of what their phone number says when you request to talk about a product. It leaves you on hold for several minutes then says that no one can take your call. I know the minute that I got the dress that it didnt fit but because they wouldnt answer the phone or an email to send a return number I am being forced to pay a fee because I wasnt returned in 5days. IT WASN'T RETURNED IN 5 DAYS BECAUSE YOU WOULDNT ISSUE ONE. THIS IS A WAY TO GET MORE MONEY OUT OF PEOPLE. IF YOU DON'T HAVE A RETURN NUMBER THEY CHARGE A FEE, IF YOU DON'T RETURN IN 5 DAYS THEY CHARGE A FEE. THE PROBLEM IS THEY CONTROL ALL OF THAT. THEY FINALLY SENT THE NUMBER TO ME TODAY AND IN THE LETTER BELOW TELL ME I BETTER HAVE IT IN THE MAIL TODAY OR IT WON'T GET THERE IN 5 DAYS AND THEY WILL CHARGE ANOTHER FEE. I WORK AND DON'T CARRY THE DRESS WITH ME SO IT CAN'T GO OUT TODAY. TOTAL SCAM. I WILL BE POSTING MY EXPERIENCE ON FACEBOOK AND ANOTHER REVIEW SITE I CAN FIND.Couture Candy viafreshdesk.com11:12 AM (6 hours ago)to me
Hi D ***, Per your request, we have included in this email the Return Merchandise Authorization Number as well as the return shipping label for your convenience. Please note that if you choose to use the provided return shipping label, the return shipping fees will be deducted from the store credit issued. If you chose to ship the jewelry/dress back using a different shipping service make sure to write your RA # legibly outside the box and send us the tracking information so we can monitor the return. Once we receive your return in our warehouse, it will be processed and will be issued with a store credit with 20% less any original freight and handling costs if shipped for free based on our return policy. Kindly ship the dress today to avoid any additional restocking fee charges. Any returns received at our warehouse after 5 days of receiving your RMA are assessed a 10% restocking fee and 20% if received after 14 days. Please be advised that we accept Sale or Promotional Code dress or jewelry returns however they are deducted 20% before issuing store credit. You may review our policy here: https://www.couturecandy.com/returns-exchanges/ Your RMA number is [101009] and attached is your Return Shipping Label for Order [157564] Print the shipping label and attach it to the box Drop off the box to any USPS office Kindly make sure that the RMA [101009] is written clearly and visibly outside the package. Any returns without an RMA are subject to a penalty of 25% percent of the purchase amount. Please use a dark marker to write the RMA to make it more noticeable and easier to track when received in the warehouse. Reminders: All item/s must be unworn and unaltered, and all original tags must be attached. Laundered, smoked in, used and worn items will not be accepted. Upon inspection, if it is determined the item has been worn, altered, without tags or damaged without notifying us, your return authorization will be voided and the item will be shipped back to you. Any returns without an RMA number are subject to a penalty of 25% percent of the purchase amount. We do not accept returns after 30 days. We accept Sale or Promotional Code dress or jewelry returns however they are deducted 20% before issuing store credit. Shipping fees, if any, which were applied at purchase are not refunded and original freight cost if shipped for free are deducted from your refunded amount. Don’t hesitate to call us at with any questions. Have a great day, Ticket: https://couturecandy.freshdesk.com/helpdesk/tickets/22116 Regards, A Customer Support [email protected] Our business hours: Monday - Thursday, 9AM - 5PM PST Friday, 9AM - 4PM PST On Tue, 23 Jan at 3:16 PM , Couture Candy
Dara Watson
Hi ***,
Again, apologies for the trouble. All my responses to Revdex.com are not generic but investigated properly. My first response I believe is correct that you are asking for RMA and I made a proper follow-up.
Also, we are trying our best to answer everyone on the phone, chat and email but our team is only compose of 6 people. As a reference you may see screenshot of our stats, a lot of them are missed/unanswered. We do not intent to ignore requests/calls because we are just really loaded. We are very sorry for that as our hiring additional staff took longer than expected.
As for your order, it is a special dress and I believe you’ve read the product description before your purchase. See screenshot for reference.
Once we received your dress (which is scheduled today, Monday, January 29, 2018 - 8PM), we will begin processing your refund. As a courtesy we will process your refund without any charges on restocking or late fees. We will only deduct shipping fees and this will reflect on your account 5-7 banking days from now.
Thanks,
F
Complaint: 12632486
I am rejecting this response because:
Regards,
D
I ordered a dress from this site and I am trying to return it. I have called multiple multiple time to get a RMA number and they have no one to pick up the customer service line EVER. I have also emailed their email address they give and no one responds. My order number is 157396 it was $278.
Hi ***,
Apologies for the inconvenience this has caused you! Our team didn't anticipate the amount of inquiries and orders and we're short staff.
But I believe the RMA has been sent to your email and we're just waiting for you to return the dress. Once we received the dress, we will refund on your account based on our company's policy.
Your RMA number is 100958. Please take note to write this number down when you return the dress.
Thanks