CoutureCandy.com Reviews (%countItem)
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CoutureCandy.com Rating
Description: WOMENS APPAREL - RETAIL, INTERNET SHOPPING
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I bought two dresses in December 2017 believing I could return if unhappy. They told me processing took 48hours and shipping is 4 business days. It took twice as much time if not longer to receive my dresses. I called there over 20 times to check on my order and they only answered phone once, promised to return my call, and never called back. They are poor to respond to written contact too. When I finally did talk to them on the phone it was one week after my order was placed to check on my order. They said they did not know any details on the order.. They would not let me cancel my order and told me they'd call me back to tell me the status and never did. I missed the date to wear the dresses from my order and they will not give me a refund just in store credit. Both dresses I bought had an icon next to them saying easy and quick returns within 5 days. They mislead me and many others, I truly believe this website is a SCAM. All the good reviews even on your site the Revdex.com sound staged from workers.
These are all the brands they will not give a return on 57 Grand, Adrianna Papell, Aidan Mattox, Alex Evenings, After Six, Angela & Alison, Alfred Sung, Anne Klein, Alyce Paris, Atria, Baccio, Beside Couture, Blush, Blush Too, Brit Cameron, BG Haute, Cachet, Cameron Blake, Cassandra Stone, Clarisse, Colors Dress, Cynthia Rowley, Dancing Queen, Dave & Johnny, Daymor, Decode 1.8, Dessy, Donna Ricco, Donna Morgan, Ellie Wilde, Elizabeth K, Emma Street, Faviana, Feriani, Gigi, Hannah S, Harper & Lemon, La Femme, Glow by Colors, Ieena for Mac Duggal, Intrique, Janique, Jasz Couture, Joanna Chen, Jolene, Jovani, Johnathan Kayne, JS Collections, Jy-Jenny Yoo, Kurves, Intigue, Ivonne D for Mon Cheri, LARA, Lela Rose, Lush by Jasz Couture, Mac Duggal, MNM Couture, Madison James, May Queen, Marsoni, Milano Formals, Mon Cheri, Montage by Mon Cheri, Morrell Maxie, Nicole Bakti, Nina Canacci, Nox Anabel, Panoply, Primavera, Rachel Allan, SCALA, Shail K, Social Bridesmaids by Dessy, Social Occasions by Mon Cheri, Saiid Kobeisky, Studio 17, Soulmates, Sue Wong, Sydney's Closet, Tarik Ediz, Tiffany, Terani, Zoey Grey, Taylor, Theia, Tony Bowls, Xtreme & Xcite.
Dear R,
*Director of Operations
Thank you for your feedback.
First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.
Upon taken a closer look on what happened here, I believe that you had an agreement with Tessa to keep the dress and received the 20% refund instead of returning the dress. To be more specific, I’ve outline below points for your review:Order and Shipping Processing. Our processing time is 24-48 hours and shipping is “estimated" 3-5 business days on free shipping. Also we have a note that some brands took longer than usual to process. You may refer to https://www.couturecandy.com/shipping-information/. You placed your order on Dec 14th, Thursday and our team successfully processed it on Dec 18th, Monday which is within the 24-48 business hours. The package was out for delivery on Fedex on Dec 19th and arrived at your location on the 26th which is still within the 3-5 business days timeframe. So I’m wondering why it took twice as much time to received the dress when we’ve successfully delivered your dress on time? You may see attached document or track your order on Fedex.Communication. I pull-up our call history and didn’t find calls from you over 20 times? However, I saw you called us 5 times which your first attempt was successfully answered by Tessa on Dec 21st. You called again the next day, Dec 22nd on 8:51am but are phone lines and chat only opens from 9am - 5pm published on our Contact Us page. We missed your call the 3rd-5th time which you called 9:05am, 9:07am and 9:08am on Dec 22th as well but that’s the busiest time since our phone line just open. During your phone conversation with Tessa, she promised to get back to you but did not specifically told you it’s a phone call. She did however get back to you via email. Also, your chats are between 7-8am that’s why no one is available. See document attached.Order Cancellation. The first time you communicated with us to cancel your order is when you called on the 21st with Tessa, that’s 5 business days past. During your phone call, Tessa told you: “I’ll forward this to our fulfillment team that you really want to cancel and I’ll get back to you for confirmation. Just to set your expectation, for now I really cannot guarantee that it can be cancelled because I’ve checked that it’s already been processed. Rest assured I’ll get back to you for the update.”. We can cancel your order if this hasn’t been processed that’s why Tessa needs to call our warehouse to confirm that it hasn’t been shipped out. And as her update via email, the order cannot be cancelled because it’s been shipped out Dec 19th and you just call us to cancel on the 21st. And you did received the dress on the 26th.Returns. We received your return requests and Tessa offer 20% refund by keeping the dress which you both agreed.All reviews are made by our customers, and certainly we are not a scam. We are just strictly implementing our company policy to protect the business which you’ve agreed. We know you are frustrated and we apologize for the horrible shopping experience.Please feel free to contact me if you have any more questions or concerns.Thanks,F
No. Do not use this vendor! No customer service, returns are impossible, not open during listed hours, will not return calls even after they debit your card, 2 day response to emails,will not ship in 3 days even when you pay for 3 day shipping..again....no!
I order a product the they said they have on stock to deliver at next day. The ask fast deliver shipment to ship on the next day and I did. Today when I suppose to receive I see that is not even a track number. I called the company and the costumer service number answer by a robot that says that nobody is available to take your call. I called 15 times already... Fake costumer service... They charged my AMEX immediately after purchase 2 days ago. Today they sent one email saying that they will deliver my merchandise sometime in January because they don't have in stock. If they didn;t have how they could accept my order and asked me to pay extra for next day deliver.. Now they postpone the deliver since I wrote that I was going to file a claim with my card. I need that this company return my money and cancel the purchase as requested by email, but they don't care. Terrible experience. Fake costume service and fake adversing.
Dear P,
*Director of Operations
Thank you for your feedback.
First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.
Upon closer look on what happened here, I believe that my S who handled your order act promptly and within the scope of our company's policy. To be more specific, I’ve outline below points for your review:We didn’t say that the product is on stock. Our website shows that this is a Special Order and the delivery date starts on January 3rd. Since you’ve placed the order, we assumed you’ve read this. But upon processing the order we found out that you want this shipped within 3-days. We couldn’t reach you via phone because you’ve given us an invalid number to contact (see 1_InvalidPhoneNumber.png) for possible resolution on this order. So we sent an email on the 19th but we didn’t receive a response (see page 1 - 1st image on 2_EmailCommunication.doc). On our second email attempt, Dec 21st, that's the time you responded to us (see page 1 - 2nd image on 2_EmailCommunication.doc).You mentioned about calling our hotline 15 times. I’ve searched thru our call history and only found 3. One of which is outside our business hours that’s why you couldn’t contact us. (see 3_CallLog.png)Refunds. Upon working closely with S, you’ve both agreed to cancel the order and have your money back. S clearly worked on this case to waived the cancellation fee to get your full monetary refund. (see page 2 of 2_EmailCommunication.doc)With all due respect, I believe that my team has taken the right step from the first time and S did a great job on handling this. There has been a misunderstanding along the way but I think both parties agreed that this has been resolved.Lastly, your full refund is along the way. It sometime take 5-7 business days to credit it back based on your bank processing time. This has been communicated to your email as well. Please note that you’ll be receiving a refund of $326.65 and $36.30 respectively. The $326.65 is the refund amount based on our company’s policy with cancellation fee and $36.30 is the waiver of that fee which S got an approval.Again, apologies for any inconvenience this has caused you.Sincerely,F
After being assured that my dresses would arrive by said date, I allowed the order to process. Thereafter, back and forth between myself and customer service representatives, the day I needed the three dresses I ordered, I receive a box, with two dresses, one of them I never ordered. The other dress never shipped and I was informed the day of my event that it was out of stock. I needed all of three dresses and I received one out of the three. When I requested to return the two dresses, I was informed that I would be paying a restocking fee on both the wrong dress and the correct dress, and they would remove ONE of the restocking fees only after they confirmed I was telling the truth that they had sent the wrong dress. I informed them I needed all three dresses for the event, and I wouldn't have processed the order if I wasn't positive they would have all arrived that day. The one dress on its own does me no good, which they knew before they processed the order because I spoke with them on the phone about this. They insisted that I would still pay THEM for a restock and shipping fee to return the one dress they got right "as per their policy." The way they do business is downright WRONG. They even told me NOT to buy backup dresses because they were certain they would arrive on the said date. And now they want ME to pay THEM money after they messed up 66% of my order.
Dear K,
Apologies for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.
Upon checking with our accounting, the refund is on your way. The $758.86 you paid will be returned in two payments of $568.10 and $190.76. This is due to the computation of fees incurred in this transaction which we have waived. Please allow 5-7 business days to reflect this on your account.
Thanks,
F
I ordered three dresses on November 9. Paid extra for three day shipping. I was promptly charge for the entire shipment, taxes and expediated shipping costs. The dresses were to arrive only with a signed receipt by the customer. I telephoned the company on the third day as per paid agreement. I was then informed that the shipping can take 2-3 days just to prepare for shipping. I then tried to cancel the entire order as I was leaving town for an out of state event on the 15th One dress was dropped off, no signed receipt, at the front door Of an unoccupied house the night of the 15th. The package was brought to New Orleans by a kind neighbor. It had no information enclosed in the box regarding shipping and or returns. I contacted the company and returned the dress asap! I was then only credited a small amount of the coat of the dress. They charged for each day the dress was not in their possession. I have never received the other two dresses. They can't find them. This company is nothing but scam artists!!! I have numerous ridiculous excuses from this company! It's been over a month and they are "still looking" for the dresses!!!! I do not want them!
Dear K,
*Director of Operations
Thank you for your email.
First, I would like to apologize for the troubles and frustration that you experienced lately. I want you to know that your complaint and feedback will give us the chance to resolve any problem that may occur and assist us in making our services better.
Upon taken a closer look on what happened here, I believe that my colleagues who handled your order act promptly and within the scope of our company's policy. To be more specific, I’ve outline below points for your review:Signed Receipt. We have no policy on signed receipt on our site. It is up to our supplier if they require it or if that is specifically requested by our customers. On that note, the first package left at your front door don’t require your signature and the other two does. This is why the delivery attempt for these two items failed because of the signature requirement.3 Days Delivery. I agree with you that you paid for the 3-day shipping but it is clearly stated on our website that it excludes a processing time of 24-48hrs. Your actual order date is on Nov 10th, and items are delivered to you by the 15th. Technically speaking, all packages would arrive accordingly when the courier have someone to received it. You may read our processing and shipping information here: https://www.couturecandy.com/shipping-information/Refunds. We received your first dress within 5 days and you are credited for that less restocking fee, original freight cost and return shipping fee as stated on our return policy. https://www.couturecandy.com/returns-exchanges/Two missing dresses. I completely agree with you on this and upon further investigation our supplier didn’t put the correct labels on the box. It is the reason why we couldn’t find the two items that is missing.
We greatly esteem your relationship with our company and are very sorry for the inconveniences you have suffered as a result of mishandling the two dresses. However, because of the company’s policy I cannot refund you fully on the first dress but will do on my authority to fully refund you on the two dresses as this is our suppliers mishap. The cost of the two dresses is $1,388.00 and this should reflect on you original form on payment within the next 5-7 business days.
Please accept our sincere apology for the difficulties we have caused you and feel free to call me anytime on .
Cordially,
FranceF
I recently had to return a Jovani gown to CoutureCandy due to a defect and was happy to receive a new gown within 3 business days of notifying customer service. Probably the best luxury shopping experience I've ever had. I will refer to my friends for sure
Thanks for purchasing from us! We hope that your the center of attention during your event wearing the beautiful Jovani gown.
I was reluctant to purchase due to some of the reviews but decide to give it a go. To my pleasant surprise my dress was delivered two days earlier and was perfect. Top marks to the product and service!
We're glad that you had an enjoyable shopping experience with us. Pleasure doing business with you!
I don't write reviews much but was very impressed recently when I purchased something from Couture Candy for my wife. Not only was the purchasing process super simple (and I'm not an online shopper) but I totally blew it as usual and bought my wife some stuff she didn't love. The best part is that they made it very simple to return some stuff and my wife found some other stuff that she's super happy with....and she has a new site that she loves. Uh oh!! Just wanted to take a minute to show my appreciation for a company that is doing things right.
Great quality and great customer service! It's nice to have a place to shop online for clothes that aren't your "run of the mill" department store purchases.
I ordered a dress from Couture Candy. I received it on Friday, October 6. The dress which was expensive, was nothing like what was described. It was extremely heavy due to what I can only describe as a breast plate made out of lining and ? which made the top of the outfit very stiff and heavy and uncomfortable warm. As well as a heavy lining in the pant. I want to return it and only have a few days to do so with out losing money. They say that you have to get a return shipping label. I have been trying to call them via a phone number () that was on a letter that came with the garment and when calling the phone number it states the call cannot be completed as dialed. I have tried calling another phone number on their website and each of the 6 times I tried calling (at different times) said that everyone was busy and I would be put into the queue and then it told me what caller I was - which was either the first or second and after holding for anywhere from 5 to 15 minutes - it just kicked me out. I also tried to leave a message by pressing the star button as directed by the message and when I did that it kicked me out. I am concerned that I will not reach anyone in a timely manner to send this garment back and not cost additional $.
Hi D,
Good day!
Apologies for the inconvenience this has caused you. Based on our records, we've sent you the return shipping label last October 14, 2017 via email at 8:12am PST. I'm attaching a screenshot as a proof.
Yes, we will credit you back after we received the dress in good condition. Once that is verified, please wait to reflect on your account within 5-7 working days.
Thanks,
F
Complaint: 12433151
I am rejecting this response because:
It took them over a week to send me a shipping label - something that can be done right away. They say that I received a refund, but I have not.
Regards,
D
Hi D,
Apologies again for the trouble this has caused and appreciate your patience on this.
Our return process is a bit slow because we are requesting authorization from our suppliers. Until we got their response, that's the only time we can provide the RMA number.
As for the refunding, same goes happens until the confirmation is received. I've attached a proof of refund in monetary which you should received on your account 5-7 business days.
Thanks,
F
Complaint: 12433151
I am rejecting this response because: The company representative stated that I would receive a refund. However I received an email from Couture Candy that stated the following:Hi D ***,I am glad to inform you that we have already processed your store credit. Your store credit can be used on any product site-wide without restrictions and does not expire. To use your store credit, simply sign into your account, and checkout as you normally would. At the payment step of checking out, your store credit will automatically be appliedTicket: https://couturecandy.freshdesk.com/helpdesk/tickets/12480For questions and concern please feel free to contact us anytime. You can call us at or send an email to [email protected]. Best Regards, T ***Customer Support RepresentativeCouture CandyI feel that I should get a refund and NOT a store credit as the outfit was not as described and therefore was returned. Also, they had already replied via Revdex.com and stated I would receive a refund.Please advise. Thank you.Regards,
D
Placed an order. Received a call 2 days later that the item was out of stock and a refund would be processed. No refund, called customer service twice, received a call back after the second call saying they had a system upgrade and my refund hadn't been processed but would be now. Another week later still no refund. Emailed customer service. Received a response that they were sorry and to expect a refund in 5-7 days (but they would try to expedite). Still no refund 12 days later so filed a claim with my credit card company (>30 days since notified they would refund).
I recently bought an item that I received on Sep 6. That same day I sent an email requesting to get a RMA number which their return policy says is necessary to make a return. 6 days passed and no one got back to me. I emailed again on the 12th, again no response for 7 days. I tried calling and leaving voicemails several times but either the line got disconnected, no one got back to me, etc. When I finally got through to someone via phone they found one of my emails and sent me the RMA with return label. This return label shipping cost was $6.25. The item I ordered was $32.30, I should have received $26.05 but instead I received $13.75. I called and complained and they said this was an error and I should've gotten back $18 and when I inquired as to why only $18 they said that I had to pay $7.95 shipping on top of the shipping I already paid which made no sense at all and they refused to help me.
Hi S,
Apologies for this trouble, I've checked our accounting record it show that you should be refunded $26.05. But on our bank account, it reflects just $13.75. I am sorry for that and I'll investigate why this issue happens.
I am refunding you the $12.30 remaining now and should reflect on your account 5-7 business days.
Thanks,
F
Hi...I have contacted Couture candy to get an RMA number over the past 7 days. I have emailed them 3 times, left 2 messages, used their contact form on their website and have called them numerous times a day.
Hi C,
Apologies for your troubles, I've reviewed your communication with us and I saw that we have not responded on a timely manner. However, you sent the item back and shows that it was delivered on our supplier as of Oct 5, 2017 but we haven't heard back from them. I'll follow-up with them today.
For your refund, I'll process that today and should reflect on your account 5-7 business days.
Please see below assessment of your refund as per our store policy I've attached:
Amount Paid: 290.66
10% Restocking Fee: - 26.60
Original Shipping: - 9.97
Amount Refunded: $ 254.09
Again, apologies and thank you for your business!
Sincerely,
F
I just love their 15% off discount! and the dress that I have? its so majestic..