Decadence Boutique

Review: On 4/26/2014, I ordered a few pair of leggings since they had a promotion of buy 1, get 2 free. Well, after I ordered them, I realized I ordered a different pair that what I wanted so I emailed them right away asking for them to switch them out. Well, they never responded and never switched them out. When I received the package, it just so happens that the pair I accidentally ordered had a pull all the way down one of the legs so instead of just keeping them, I sent them back to Decadence Boutique since they could not be worn due to this issue. When I sent them back, I put in note in stating that there was a pull in on of the legs and asked if they could just send me the pair that I originally asked to be switched out. My package was delivered to them on 5/14/2014 @ 2:14 p.m. I still have not received anything from them in the mail and they have yet to respond to any of my emails since this began. I emailed them 5 days ago letting them know that if this matter wasn't resolved within 5 days, that I was going to contact the Revdex.com. I still have not heard anything from them at all. Not to mention it took a month to get my original order as well.Desired Settlement: All I want them to do is acknowledge that they sent me a defective item and replace it with the one that I requested in my emails and on my note in the package.

Business

Response:

hello per our attached return policy your return did not follow our return guidelines so it was refused from the post and a return to sender was issued a return must be postmarked within 2 days of receiving to allow us to receive it back with 7 days we are very sorry that the leggings that as stated you accidentally ordered and didn't want just happened to have an issue with, we looked for an email from you in regards to this and have not found it, in some instances our extremely fast shipping time can actually be a curse for someone who needs to make a change to an order!!! however most of our customers appreciate receiving our awesome products at even better prices extremely quickly it appears you purchased the leggings when they were on sale for $3 if you would like to contact us we would be more than happy to issue you a store credit for your inconvenience thank you bob for allowing us the opportunity to address this

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First off, I ordered my product on 4/26 and did it was not delivered until 5/12 at 11:38 am and it was sent right back out that same day after I opened the package and noticed the pull in the leg right away. It was delivered to your business on 5/14 @ 2:14 pm. So to say it didn't meet your return policy is absurd. Second, you said the package was refused and sent back to sender. That's a lie because when I tracked the package it was delivered, not refused. Third, how can you say the package was refused without knowing what was inside if you didn't receive any of my 5+ emails to your company in regards to the leggings ect?! Makes no sense to me and all you are doing is giving false information. Also to correct you, the leggings were not $3, they were buy 1, get 2 free at $12/piece so that would make them $4, not $3 but price is not the issue here. Again, you sent a prodect that was defected and could not be worn so it is your company's responsibility to exchange the product that you sent to me, the customer. I do not want a store credit, I want the leggingsas. I will never give your company another penny of my hard earned money. I am all about great customer service and your company extremely lacks that. Oh, and I also have all of your company's automated emails for every email I sent since April, so to say you did not receive any of them is just another false statement. I will make sure everyone knows about your company if this situation is not handled the way it should be. Also, here is the tracking number that was placed on my original order that was sent out by your company so you can look for yourself on when the package was deleivered to me.

Regards,

Business

Response:

[redacted] ordered 4-26.14 1:15pm

order was processed 4-27-14 12.33 pm

2 items in order were a pre order and as stated the items would arrive 5-9-14

order was picked up and scanned by sups 5-10-14 4:13pm

Mrs. [redacted] contacted us that one of the leggings she ordered she no longer cared for we replied please review our return policy.

After she had seen that her return was not within 2 business days allowed by our policy which if an item is delivered on a friday the customer has until weds 5 total days to have the return postmarked she realized that the way around this was to state that the item was defective, now whether it seems suspicious that out of the 6 leggings she purchased the 1 legging that she did not like and originally attempted to return because she disliked the item now all of a sudden was defective is completely beside the point the fact is we have a return policy her return did not abide by this policy. Whether the item was "defective" or not we believe this is something that can be determined in the allotted time of our return policy thank you for the possibility to address this situation yet again!

I received two pair of miss me jeans for Christmas from my husband. When he bought these he was not sure of my size. The clerk assured him I could come back and exchange for correct size. Guess what....I am stuck with two pair of jeans that don't fit because they lied to him. The clerk said he was told he only had until Jan 1 to exchange. They didn't say a word about that to him. My husband asked to speak to a manager. We were told he is only there Friday, Saturday and Sunday. I will never step foot in this store again. What poor customer service to lie to customers to make a sale.

Review: I placed on online order on Dec. 29, 2013. I received a package the second week of January. I ordered a cardigan and two pair of leggings. I received three pairs of leggings and no cardigan. I called the business to tell them about the mistake. An employee told me to call on Friday, Saturday, or Sunday for online returns. I called on Jan. 17th and it went straight to voicemail. I left a detailed message about the mistake. I did not hear from them. I called on Jan 25th and again it went straight to voicemail. Again I left a detailed message. I never heard from them. I sent two emails, one on Jan 17th and Jan 23rd. I immediately received a standard email that said "Thank you for contacting us and we will reply within two business days." I did not get a response. I called during the next week and an employee again said I must call on the weekend for online returns. I explained that I have tried to contact them on the weekend and no one answers. She said she could not help me because she only answers the phone.Desired Settlement: I would like to receive the cardigan I ordered and return the pair of leggings that was shipped by mistake. I am extremely frustrated that I have contacted them numerous times and I have been ignored each and every time I have attempted to resolve this issue.

Business

Response:

HELLO WE ARE VERY SORRY TO HEAR ABOUT THIS EXPERIENCE IT APPEARS THAT YOU PLACED AN ORDER DURING OUR EXTREMELY BUSY HOLIDAY SEASON AND WITH THE TENS OF THOUSANDS OF ORDERS WE PROCESSED IN THAT TIME PERIOD WE HAD ONLY A FEW OF THESE ISSUES IF YOU WOULD PLEASE CONTACT THE ONLINE DEPARTMENT AT ###-###-#### FRI-SUN 10PM-9PM WE WOULD BE GLAD TO ASSIST IN FIXING THIS ISSUE.

THANK YOU

DB

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not consider this matter to be resolved until I receive the correct order that I placed on December 29th. After calling Decadence Boutique seven different times last weekend, I finally spoke with an employee on Sunday afternoon. She told me to return the item (leggings) that they sent me by mistake and when they receive the leggings they will send me the cardigan that I originally ordered. I mailed the pair of leggings today, February 26, 2014. Until I actually receive the cardigan in the mail I am hesitant to accept their offer. I hope Decadence Boutique will send me the cardigan in a timely manner and only then will I consider this matter resolved.Regards,[redacted]

Business

Response:

[redacted] tracking #[redacted] the leggings that were originally sent were called aztec tis the season instead of the cardigan called tis the aztec season it was an honest mistake made by a warehouse employee shipping a similarly named item with thousands of orders shipped every single month it is an unfortunate event when this happens what is more unfortunate is that these are the only events that are reported not the 1000's of successful on time deliveries. We wish that every customer would take the time to say how pleased they were with their experience with decadence boutique however it is common knowledge that 90% of consumers will report negative experiences whereas only 10% will report positve ones. thank you and have a great day

decadence

Awful customer service!!! I ordered a pair of silver metallic tights, wore them one time and within a couple of hours the silver started coming off and all I was doing was riding in a car. I sent an email and pictures of the tights to the company as soon as I noticed it, never got a response, no I'm sorry, nothing. So I sent the tights back with my receipt and a letter saying I would never do business with them again and I would make sure and tell all my friends not to as well. I should have been offered a refund or they should have exchanged them for me and at the very least apologized.

On 12-19-2013 I purchased Christmas gifts for my family. I asked about exchanges in case they pants I purchased didn't fit and I was told they could be brought back and changed for the correct size if there was a problem, because they were flexible for Christmas gifts. after the holidays my sister called the store to ask about hours and days of operation to return a pair of pants. (over the phone she was never told there was a time frame in which to make the exchange)my sister went to the store on 01-02-14 and was told that all exchanges had to done by 01-01-14 and when my sister stated she had called and was not told of a time frame the sales girl was very rude and nasty. she said there are signs up telling when the exchange has to be made and my sister said this is my first time in your store. the sale girl said well I guess you need to speak to a manager. he is here Friday/Saturday/sunday. my sister and I have been calling the store everyday all day leaving message on the phone, and with the employees that answer (we were told he just stepped out/ they took messages / and even said he left for a family emergency)we finally were able to speak to the manager "[redacted]" at closing time on 01-05-14. WOW what a joy he was... now I know why the sales clerks were so rude because the manager was extremely rude!!! he said his employees never give the wrong information...and never tell people the wrong thing... he stated he never received any messages from his employees, he doesn't have access to retrieve messages from the phone machine and he didn't have a family emergency... so I guess I made all that up also! after getting nothing but him yelling at me I asked for the owners name, number and or address to write. [redacted] then told me it was illegal to give out that information. I finally hung up on him!! I will tell everyone I know how they treat their customers.. they don't care about their customers and I will never shop there again!!

Very poorly made merchandise and customer assistance. I order 2 pair of Grace in L.A. bluejeans. One was the Trifecta skinny jean and the other was the Light as a feather pair.

I wore them for a week and a half and the first pair had ripped by the back pocket and the 2nd had came unraveled down the leg. I emailed the company and had no response. I kept calling for days and finally reached a lady. I explained to her what had happened and she advised me to email them pictures on the jeans. Still no response. I called again and after days got a hold of another lady and she said she would have to talk to the floor manager but was almost certain there was no returns. She never called me back. I called and left another message and still no response. I will never buy from this company again. I feel sorry for the people they are scamming in the process.

Ordered online, super fast shipping. Loved everything I ordered! Amazing customer service!

Review: On December 2, 2014 I placed an online order, order number 12592. As of today 12/9/14 I have not rec'd a status update, shipping confirmation or the item. I have repeatedly emailed, called and left messages asking for a status update or an approx shipping date. None of my calls, messaged or emails are answered.Desired Settlement: It is the responsibility of this business to provide customer service to all patrons, online or in person and to follow through with providing the goods that are purchased from them.

Business

Response:

Hi [redacted] we have recently found out that because of how many orders we were sending out some of them were not scanned in by [redacted], as you can imagine this is causing chaos as a lot of people think there package has not yet gone out even tho it is well on its way please be patient with us and our postal service and rest assured your package is almost definitely on its way as out of the 10,000 we only have 300 left to ship please understand this is something that is happening around the country with huge retailers too not just us delayed shipping and missed scanns are unfortunately something that happens during the holidays every year but we are working very hard to get out all orders once your order in printed a tracking number is automatically emailed to you than when sups picks up your package mon and friday they scan it in than you can track everywhere it goes however sometimes during the holidays because they have over a billion packages sometimes to get people their packages the most time efficiently [redacted] has opted to not scan packages in until the actual delivery this confuses and concerns customers but ultimately is up to the [redacted] also please keep in mind as stated on our website and on your email order confirmation our standard shipping and processing time is 3-5 business day, this is not to say on the busiest online retail weekend we ask for a couple additional days to get through the overwhelming amount of orders hope this info helps and we hope to hear you already have your package and wrote this message prematurely as is the case with so many this holiday season happy holidaysdecadence boutique

Review: my Order number [redacted]. I placed an order to this co. They had sent my request. When I received the products they sent me the wrong jeans. I notified them right away. They said they were sorry . They told me to send back the jeans they would refund me for the pants (99.0) and the shipping($13.45) please allow 7-10 days for processing. I gave them 30 days then 60 days. I did send them confirmation that they did indeed receive the returned package they then sent me confirmation that I would be refunded back the $99. and $13.45. 30 days goes by and they still have not sent me back my refund. . I have all documentations saved in my email address. I have done everything by email so I have all documentations.Desired Settlement: I want my money for the jeans $99.00 and the shipping $13.45 I had to pay to ship the product to be shipped back to them . As they sent me the wrong item

Business

Response:

HELLO IT APPEARS YOUR REFUND WAS PROCESSED OVER A MONTH AGO AND IT LOOKS LIKE IT TOOK LONGER THAN USUAL TO PROCESS BECAUSE YOU HAD SENT YOUR ITEM BACK TO ONE OF OUR STORES INSTEAD OF TO THE RETURN ADDRESS STATED IN THE RETURN POLICY ONLINE. SOMETIMES WE SHIP ITEMS FROM OUR STORES INSTEAD OF OUR WAREHOUSE IF YOUR ITEM IS LOCATED THERE AND THIS LEADS TO CUSTOMERS SENDING THERE ITEM BACK TO THE ADDRESS LISTED ON YOUR PACKAGE AS OPPOSED TO THE ONE LISTED ON OUR RETURN POLCIY I HAVE INCLUDED 2 SCREENSHOTS SHOWING THAT WE PROCESSED YOUR REFUND PLEASE CONFIRM AND LET THE Revdex.com KNOW AND HAVE A GREAT DAY

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,