Ella Paradis Reviews (%countItem)
Ella Paradis Rating
Address: 255 Alhambra Circle Suite 320, Miami, Florida, United States, 33134
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I bought an item from this company that worked at first but stopped within a few weeks. I took care of the item exactly as the instructions said, and the product was still defective. I emailed them 2 months ago and got nothing but an automated response. I received a second automated email a month later asking if I still needed anything. I replied he's and gave the details. I haven't heard back since. I commented on their Instagram asking for customer service help in a polite manner and they blocked me. I am now out over $200 and they've made no human attempt to correct their error. I'm stuck with a product I paid a lot for that I can't use.
Thank you for the opportunity to respond.
The customer originally alerted us of the situation via email. Her statement was ambiguous and left us without a clear understanding of what she desired to ensure satisfaction. She wrote "I received a defective product and I would like either a refund or a replacement".
The prompt reply we sent to this customer was "We're sorry to hear you're experiencing issues with your product. Would you like a replacement sent to you? Please let us know. We're happy to help. Looking forward to hearing from you!"
To this day we have not heard from this customer regarding the course of action she wants our team to take. We could do either a FULL refund or send her a REPLACEMENT free of charge. In order to resolve the matter with her and to help her be satisfied with her purchase, we have reached out to her via phone several times, left voice mails but at the time of entering this response she has not contacted us.
Refusal to refund me
After returning the unused product, the company told me by email that my refund would be processed after the item has returned to the facility and inspected for being opened. I hadn't even opened the package. I'd even tried to cancel the order hours after I'd placed it in the middle of the night, to which I was told it couldn't be done. The item has been delivered back to their facility over a week ago, and I've submitted several support requests throughout the past week, none of which have been responded to. It has not been refunded. I purchased product for $120.54 and shipped it out on May 27th, 2020. It arrived at their facility five days later, as per my tracking number I got with my receipt. It's now June 10, and I haven't heard anything back from at all.
I'd like a full refund for the unused, unopened product as per their policy.
Thank you for the opportunity to reply to this query. We have had a delay in processing due to staffing issues based on social distancing to prevent the spread of Covid-19.
A full refund in the total of $120.54 was issued on June 16
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has not responded to my inquiries about a defective item purchased online.
I purchased an item online on May 10th, 2020. When I received the item, it was defective and I contacted the company via email on May 13th for a replacement. After not receiving a response, I inquired again on the 15th. It is now June 7th and I still have not yet received a response.
I went back onto the company's website and did a little digging. After searching for their return policy, it does state that they are not currently accepting returns due to the Covid virus. I would be happy to be patient and wait until they resume normal business activities, however I have not received any communication as to when this may be in order to resolve this issue. I do not want to be forced to contact the manufacturer when this should be handled directly with the company who sold the defective item to me.
Replacement only
The below email was sent to the customer on June 22 at 1:39pm. Her product is being issued a replacement
Hello ***,
Thank you for contacting us and thank you for being a valued customer! We apologize for the delayed response. Due to high volume, your inquiry is being answered in the order it was received.
Your replacement request has been forward to our shipping department. As soon as our shipping department provides the tracking information available, I'll be happy to follow up with you!
If there is anything else you need in the meantime, please don't hesitate to let me know. We're happy to help!
Get connected with us on Facebook, Twitter, Instagram, Pinterest & YouTube!
Best Regards,
Customer Care Team
Ella Paradis - Where Your Pleasure Is Our Pleasure!
Customer Service Hours of Operation
Monday - Friday
9 AM - 5 PM EST
5966 S. Dixie Hwy, Suite 300, Miami, FL XXXXX
From: ccostello06
Date: Tue, Jun 23, 2020 at 8:12 PM
Subject: Follow up
To:
Hello,
I have received a notification today that the company is sending my replacement request to the appropriate department. There is not yet a resolution, but I am hopeful that I will receive one soon. I will keep you updated on the progress of this complaint.
Thank you so much.
Greetings:
Thank you for the opportunity to respond. As you can imagine, COVID-19 has brought several challenges, including higher volumes of orders and short staff in our office and warehouses.
Nevertheless, we have sent the customer an email including a tracking number for her replacement. USPS XXXXXXXXXXXXXXXXXXXXXX.
From: ccostello06
Date: Mon, Jun 29, 2020 at 3:01 PM
Subject: Re: Revdex.com Complaint Case# 90556388 (Ref#XXX-XXXXXXXX-XXXXXXXX-XX-XXXX)
To: Revdex.com
Hello,
They have finally resolved the issue and sent a replacement. Thank you so much for following up!
Best
I was a previous customer of Ella Paradise Inc. Ultimately I was unsatisfied with the service and products that I received. The most disturbing thing is that this company somehow added me to their internal mailing list as well as adding me as a recipient for all email generated by their postage service (Stamps.com). These email (over 400) contained the customer's name, address, etc... This is a store that sells adult items so this should be considered private and confidential. If you are planning to deal with this company please be aware that they have issues with data privacy as they are accidentally sending customers data to other customers. Beware of this company, there are many other companies who will be more than happy to provide you with the products that you desire at a lower price and without you having to worry about everyone seeing your personal details.
This is my second order neither of them were delivered or refunded and the second I paid for the 1 day shipping . Very annoyed
XXXXXXXXX
XXXXXXXXX
Some kind of reimbursement and or product
Hello ***,
We hope you're well. We sincerely apologize for the delayed response.
Please note, the safety of our customers and our team is our utmost concern. To better serve our customers while also helping to ensure the safety of our staff, we've made changes to our logistics, transportation and supply chain. Please also keep in mind that various carriers have had to prioritize their delivery of items that are of a higher priority. This has resulted in some of our delivery promises being longer than usual. Our fulfillment centers and our carriers are working hard to meet the demand. This has caused delays in response times and order processing.
Our team has confirmed that both of your orders have been delivered. We're sorry for the delay and have refunded your account in the amount of $6.99 for the express shipping fee. Please allow up to 3 business days for the refund to reflect in your bank statement. If your refund isn't reflected in your bank statement after 3 business days, please contact your financial institution directly.
We want to thank you for your patience, and understanding during this unprecedented time that we're all experiencing together. If there's anything else that we can help you with in the meantime, please feel free to reach back out. We're happy to help!
(The consumer indicated he/she DID NOT accept the response from the business.)
Because still to this day I have only received one package from this carrier and would like to be
Reimbursed for the items I. Ordered the first time which I believe was the smaller of the two orders.
After returning unused product the company communicated in email that my refund would be delivered in 7-10 business days. It has not been refunded.
I purchased product for $179.72 and returned it on February 2, 2019. They emailed me communicating that my refund would be in 7-10 business days. They have quit responding via emails lying about my refund being sent offline.
Emails from them:
*** (***
Feb 17, 10:35 AM EST
Good morning ***,
Thanks for reaching out again.
We apologize for the delay!
I will able to investigate this matter with our Finance Department. Your initial refund was completed "OFFLINE".
No worries, we made sure the corrected the error and your refund is now successfully completed.
You should the reflection within a few business days.
Please type your reply above this line -##
You are registered as a CC on this request (XXXXX). Reply to this email to add a comment to the request.
*** (***
Feb 17, 10:35 AM EST
Good morning ***,
Thanks for reaching out again.
We apologize for the delay!
I will able to investigate this matter with our Finance Department. Your initial refund was completed "OFFLINE".
No worries, we made sure the corrected the error and your refund is now successfully completed.
You should the reflection within a few business days.
With Pleasure,
***
Customer Service Representative
***
Customer Service Hours of Operation
Monday - Friday
9 AM - 6 PM EST
Sex Toys 101: https://love.el.la/sex-toys-101
***
Feb 15, 11:48 AM EST
This is a follow-up to your previous request #XXXXX "Your Refund Is Being Processed"
We Care (***):
Below is a copy of your email communicating that I would receive my refund within
6-9 days. It is now February 15th which is ten days and I have still not received my refund. Can you update me on when I can expect my refund?
***
*** (Ella Paradis)
Feb 5, 9:33 AM EST
Hi ***,
We've received your item.
Your refund in the amount of $179.72 is being processed. Please allow 1-2 days to process and the standard 5-7 business days for your financial institution to reflect your funds.
If there is anything else you need, please let me know.
With Pleasure,
***
Customer Service Representative
Ella Paradis
Customer Service Hours of Operation
Monday - Friday
9 AM - 6 PM EST
Sex Toys 101: https://love.el.la/sex-toys-101
Sincerely,
Mike ***
M: (XXX) XXX-XXXX
Sent from my iPad
This email is a service from Ella Paradis. Delivered by Zendesk Privacy Policy
XZDGER-GZDO
Order# XXXXXXXXX
Refund of $179.72 for unused return of their product.
Good afternoon!
The customer refund was processed Feb 17th in the amount of $179.72.
I suggest the customer review his statement with the card ending in 8205.
(The consumer indicated he/she ACCEPTED the response from the business.)
Unwanted order shipped, Returned and no response for refund.
After making starting #XXXXXXXXX on Sat- 01/25/2020, I immediately sent an email asking to cancel the order as it was the wrong product. I called also and left a message at the same time to make sure they got the message.
A few days later I recieved an email saying the product had been shipped. I contacted the company and was able to talk to a rep. who said to return to sender when the package arrived. The the package arrived while I was at work, so I was not able to refuse it.
The next dayThe next day I went to the post office, explained my situation and they recommend I write" return to sender". I did so, and handed over the package to the post office. Since it was returned to sender there was no paperworkSince it was returned to sender there was no paperwork
It has been three weeks. It has been over three weeks. The post officeThe post office says it went out on that day says it went out on that day.. Because it is not at their location..
I have emailedI have emailed numerous times numerous times, called numerous timescalled numerous times and have not hadand have not had any response since the order.
Since I immediately canceled the order by phone and By email and theb returned the item that I did not want. I would like a full refund. I do not have insurance to cover losses and I wanted none of this to happen in the first place.
Good morning ***,
Please view your bank/card statement ending in 5059.
Your refund has been processed the March 3rd.
I recieved 5 items from them. Tried to return two of them. They will not return my multiple emails.
I got 5 items. One when we received it was opened before. It also was not what we expected. The second item was not what we thought it was. We did not open it. I contacted them the same day I received them. I hot a auto reply that they will review my request. Did not hear back. I have tried for over a week with multiple emails, no luck. There customer services is horrible.
I want to return 2 items for a refund
They did finally issue a refund
Purchased item was oddly returned to sender. I called, emailed, online chatted to resolve and the company never responded to refund or resend item.
Order # XXXXXXXXX Order date 1/14/20 Return Processed 1/18/20 (According to online account- no money was ever returned). I tried to contact the company to have them resend or refund, I called the two numbers on their website and got voicemail. I left voicemails and was never called back. I emailed the company and never got a response. I used the online chat option and was never responded to. Fortunately I used Amazon Pay and was able to handle the refund through Amazon. Even when Amazon contacted them they did not respond. Not sure if anyone even works at this company.
Please look into this company. I believe if they are a legit business a customer should be able to contact Customer Service. Thank You.
Good morning ***,
Thanks for reaching out. We apologize for the inconvenience and delay in response time.
Our team will investigate this matter.
In the meantime, I will process a reship for you.
I will forward your new tracking information within 24 hours.
Thank you for finally responding. I spoke with the post office and found out what the problem was. I have a long address so when you guys created the shipping lable no one checked that the address was correct. The last number on my apartment number was not there. So to be sure I understand, the item will be shipped again?
If so please make sure you have the correct address.
***
XXXXX W Goodyear Blvd N Apt 294
Goodyear, AZ XXXXX
Good morning ***,
Your reship has been shipped and your tracking was emailed to you.
Here is it again, USPS XXXXXXXXXXXXXXXXXXXXXX
Nobody will respond back in regards to warranty replacement.
Product has stopped working. Have tried to contact company by email twice with no reply. Originally purchased from *** & ***. Was told there is a lifetime warranty.
Replacement or refund
Good morning.
Please note in your message you state your item was purchase from *** and ***.
You filed a report for *** NOT Adam and ***.
I suggest contacting *** and *** directly or file a against the correct company.
Unresponsive customer service, need to make a return and need refund
In relation to order number# XXXXXXXXXXXXX I contacted Ella Paradis to make a return of an unused/unopened item. I contacted them via email on 12/10/2019 with no response. I followed by calling and leaving a message, and there was no response. I called again and there was no response.
If Ella Paradis does not want to bother to receive the item, i need my refund of $137.40
Hi ***,
Please review the email we have sent to you. The email includes the return shipping label. Please send the item back at your earliest convenience.
Thank you!
(The consumer indicated he/she DID NOT accept the response from the business.)
As per their website, their return policy is of 30 days. I made my order in November and reached out to them in advance with no response from Ella Paradis during that timeframe. I would think it would be fair, if they'd reimburse me for the product. In a reverse situation, they would have not accepted my return after their 30 day policy. Here is their policy for your review: https://www.ellaparadis.com/returns-policy/
Good afternoon ***,
Please note, a return shipping label was emailed to you Dec 27th in order to receive a refund.
Pleae check you inbox as the return shipping label has NOT received a scan and there's no indication your item is being returned.
Photo of the return shipping label attached to my response.
Thank you!
They refused to refund a product I had purchased because I had opened the box
Their advertisement on the item I purchased was misleading.
Their customer service is despicable. I left them several phone messages and emails and they did not respond to any of them.
When I was finally able to reach them today, they refused to let me return the item because I opened the box. That is a
ridiculous policy as I would never have know that the item was not what I thought I had ordered if I hadn't opened the box.
I explained to them that I had only opened the box and that the item was brand new and unused, but they did not care.
i want to return this dissatisfactory item and get my money back
The customer declined our Store Credit/Gift Card offer. Due to the personal nature of our products, correct Ella Paradis does not accept opened/unsealed items to be returned as a customer would not to receive a opened/used adult toy. A refund has been issued in the amount of $34.68
not a smooth transaction
I did try to cancel with no response and followed up a couple times w shipment inquiries. the products shipped were not worth the value of what I paid for. Most of the products were generic cheap items that are valued at less than a dollar
I'm not happy w the order and would like a refund for my troubles. At the very least a partial refund.
Good morning Revdex.com,
Thanks for reaching out regarding this case/complaint.
Would *** please provide an order number, the email address provided when placing her order, or a screenshot of her order confirmation email.
We have NO RECORDS of a *** placing an order with Ella Paradis.
Thank you!
Sex Toy 101, https://www.ellaparadis.com/ultimate-guide-buying-first-sex-toy/
With Pleasure,
Customer Service Hours of Operation
Monday - Friday
9 AM - 6 PM EST
***
Customer Service Representative
Ella Paradis
Document Attached***
Order # XXXXXXXXX
(Ella Paradis)
Jul 12, 12:23 PM EDT
Request #XXXXX "Complaint # *** ..." was closed and merged into this request. Last comment in request #XXXXX:
Good afternoon,
Although proof of the Dissatisfaction of the Advent Calendar was NOT provided, we will issue a full refund of the item.
With Pleasure,
***
Customer Service Representative
Ella Paradis
Customer Service Hours of Operation
Monday - Friday
9 AM - 6 PM EST
Sex Toys 101: https://love.el.la/sex-toys-101
(The consumer indicated he/she ACCEPTED the response from the business.)
ok plz credit back onto payment method - paypal
Placed order 12.31.18, shipping notification 1.2.19, as of 1.17.19 still no product received. Appears to be lost in transit/USPS, NO RESOLUTION
Placed order 12.31.18-#XXXXXXXXX, shipping notification received 1.2.19 USPS XXXXXXXXXXXXXXXXXXXXXX , as of 1.17.19 have not received.
Reached out to customer service MULTIPLE times via phone and email from January 7th-16th with no resolution.
They refuse to refund and have not offered to replace the product.
I opened dispute with their falsely advertised buyer protection through Norton and they also have not assisted with merchant dispute.
Emails received from both *** and *** only after I opened Nortons dispute and they provided no resolution, adamantly both in favor of USPS and advising me to wait as they opened a package locator with USPS.
In my own personal career, I deal with carrier claims on a consistent basis and if a package was shipped from California WH on 1.2.19- there is no way it hasnt been delivered via first class package service by 1.17.19- this package is lost. I left a voicemail, AFTER MULTIPLE CALLS CAN NEVER REACH REP, THEY DO NOT ANSWER VOICEMAILS. I advised via both message and email that the purchase was for a gift and no longer needed and the response was when the package finally arrives to refuse it. If the order is lost in transit, how is that even possible? Order total is $44.95, and my very first order with the company, needless to say an extremely terrible experience.
Tracking details have stated since Jan 9th, with no updates since Jan 13th:
Tracking Number: XXXXXXXXXXXXXXXXXXXXXX
Your package is moving within the USPS network and is on track to be delivered to its final destination. It is currently in transit to the next facility.
Status
In-Transit
January 13, 2019
In Transit to Next Facility
NJ to BX shouldn't take 9 additional days.
In all my communication, I requested a refund and advised in the event the order was received I would return the order no problem. But since I live in Bronx, NY and not the upper east side of Manhattan, they assume I am attempting some sort of scam when mind you, tracking clearly reflects the order hasn't been delivered.
I can provide all email communication received upon request.
I need an immediate refund applied to my original card of purchase and seeing as this is my first purchase- any account CLOSED as I will not be placing any additional orders.
Good morning Revdex.com,
Order #: XXXXXXXXX
The customer reached out Jan 13th, 2019 regarding her package.
*** package has shipped and currently in a stuck shipment phase with USPS.
https://tools.usps.com/go/TrackConfirmAction?tLabels=XXXXXXXXXXXXXXXXXXXXXX
We since have started an investigation with USPS and requested for her package to be located and scanned.
My last follow up email to *** was Wednesday, Jan 16th,
She has not responded to my first, 2nd email and the 3rd email from another customer service representative.
We are continuously working USPS to locate her package and have it delivered.
USE CODE *** TO RECEIVE $40 OFF YOUR *** PREMIUM https://www.ellaparadis.com/womanizer-premium-***-***.html
With Pleasure,
Customer Service Hours of Operation
Monday - Friday
9 AM - 6 PM EST
***
Customer Service Representative
Ella Paradis
(The consumer indicated he/she DID NOT accept the response from the business.)
Total lie that I have not responded to the business!! I have sent out multiple emails to them and phone calls. I have a response from the first agent on the 9th which means obviously I sent them an email and then again on the 13th the same day I responded back after not hearing back from the initial 9th email, she responds back to me and says thank you for reaching out so if I wasn't responding to them why we should be starting emails that way? The amount of *** is unreal. See files attached. In addition I just arrived home today as I was away for the holiday weekend and the package finally arrived all banged up in my mailbox. All of a sudden miraculously after the business responds to this request she wants to offer me a $20 gift card which I absolutely have no desire to use oh, they can keep it
Forwarded message
From: *** (We Care)
Date: Sun, Jan 20, 2019 at 9:54 AM
Subject: (Ella Paradis) Re: Revdex.com Complaint Case# *** (Ref#XXX-XXXXXXXX-XXXXXXXX-X-XXX)
To: Revdex.com
*** (Ella Paradis)
Jan 20, 9:54 AM EST
Good morning Revdex.com,
Following up with you all regarding order #:
XXXXXXXXX
Her stuck package has been delivered.
https://tools.usps.com/go/TrackConfirmAction.action?tLabels=XXXXXXXXXXXXXXXXXXXXXX
And an email confirmation was sent to her by me.
Product doesn't work as expected. Company wants serial # from box! Unresponsive representatives
Purchased on 10/24 contacted company to let them know of the issue. Their request for a serial # from the box is ridiculous! Paid through paypal.
Just refund at this point. Company is difficult to work with. Order XXXXXXXXX Product doesn't work as expected, slow response from company, now they want a serial # from the box to show I purchased from them, that box is long gone! Ordered in October, contacted them in November (8) Heard back from *** November 16 and still waiting for a response after I told them I do not have the box.
Hello Revdex.com,
Order #:XXXXXXXXX
Reached out November 8, 2018, regarding a defect with her product purchase from Ella Paradis.
I, *** requested a serial number in order to process her replacement.
Ella Paradis request from all customers to "affix a picture of the serial # & barcode (depending on the product, the barcode is found on the bottom or either side of package box)".
Reference on Return Policy:
https://www.ellaparadis.com/returns-policy/
Since it was not provided, a replacement was not processed.
To help resolve this issue, I will gladly reprocess an order for ***.
In retrospect, our Return Policy needs to be understood by the customer.
Please advise.
Thank you!
USE CODE *** TO RECEIVE $40 OFF YOUR *** PREMIUM https://www.ellaparadis.com/womanizer-***-***-***
With Pleasure,
Customer Service Hours of Operation
Monday - Friday
9 AM - 6 PM EST
***
Customer Service Representative
Ella Paradis
I ordered a product from this website and it came to me unsealed. I was fairly upset because this is a toy of an intimate nature and I didn't want to be using it if it had already been opened because I don't know where it's been, who it's touched, or where it's been used since being shipped and it's just very unsanitary. I reached out to the customer service and sent them an email asking for a refund. Not only did they take forever to respond, they just sent me a link to the "help" section of their website where it states a product cannot be refunded if opened and could only receive store credit. I told them how I was not the one to open it and shouldn't have to keep something I can't use, but I was told I did not need to return the product, then again linked to the help page. Finally, I dissented and agreed to get store credit so I asked how to do so and I was linked to the help page again. And keep in mind, I cannot reply to their email responses so each message was a new email sent which took about a week for them to respond to. I understand that it may not be their fault that the package was opened but they have been utterly unhelpful and very frustrating and I just want my money back.
Product_Or_Service: Satisfyer 1 Clitoral Vibrator
Order_Number: XXXXXXXXX
Refund I would like a refund or at the very least store credit (not ideal, but I could get something less intimate)
We are sorry you had a bad experience with this order. Unfortunately, this product was manufactured without seals on the boxes. What happens is during the shipping process the box moves around and can easily be damaged.
We can assure you this product was not opened by anyone.
To remedy this issue, we issued a refund for the purchase and would like to send you the bestselling Satisfyer Pro 2, which is manufactured in a sealed box.
(The consumer indicated he/she ACCEPTED the response from the business.)
That sounds great, thank you.