Grace and Lace LLC

Hello [redacted] ! I'm sorry to learn you were not satisfied with your purchaseWhile we do update our policies regularly, this specific policy regarding original shipping fees has not been changed in yearsHowever, we will happily make an exception and issue the refund for youI have done so via Paypal alreadyPlease reach out if there's anything more we can do for you Best, [redacted] [email protected]

Complaint: [redacted] I am rejecting this response because: Number 1: I requested a full refund for the original purchase made on 7/25, but was forced to accept a store credit I accepted the store credit and did not find any other item worth purchasing until December The second item purchased in December was defective and smelled like chemicals I was told in writing that an exception would be made and a credit would be given Grace and lace should honor their word.Number 2: Grace and Lace has a policy that states all returns will be processed in 3-business days I returned the defective item immediately and have proof that it was received by Grace and Lace on 12/12/ My return was not processed until 12/28/ (days after it was received) and that is only because I had to contact Grace and Lace to follow up Grace and Lace did not honor their word or policy Their response is unacceptable Regards, [redacted]

We apologize that we are unable to process a refund because we are outside of our credit card merchant's allowed time frame for reversing fundsWe received the original return almost months after the purchase date, which is why we issued store credit rather than a refundThe store credit was used in December and the order was also returned in DecemberWe are able to re-issue the store credit, but we are unable to reverse the funds that were collected on 7/25, over months earlierThank you for your understanding in this matter

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I apologize for the issue you had with your orderOur customer care team is always willing to help our customers out, they can be reached at [redacted] If we make a mistake, we take care of shipping just as we outline in our policies I will notify our team of the issue with your order and they will contact you with a resolutionYou'll be hearing from us soon! Warmly, [redacted] **

I tried to shop the cyber Monday sale The advertised price for the items I was trying to purchase was $ Every time I tried to complete the purchase the price on the items in my shopping cart jumped up to $ I looked everywhere for a customer service number on their website but couldn't find one I googled it and called a number that was supposed to be theirs, but never got a live person on the phone I searched around to see if others had been able to get in touch with them and saw lots of negative reviews, so I basically abandoned my purchase at that point But the site emailed me that evening, inviting me to come back and complete my purchase I replied to their support email address, letting them know what my experience had been with their website and saying I would still be interested in making the purchase if they would honor the sale price The response I got was, "We are sorry that you were unable to complete your purchaseThe promotion ended November 29th at 9:am cst The Black Friday/ Cyber Monday Sale is a once a year, time sensitive offer and cannot extended." So basically, sorry our site didn't work but the sale is over now, and you're out of luck The reviews about this company are true - I advise anyone considering shopping with them to shop at one of a BILLION other places to shop online There is way too much competition out there for a relatively new business to treat brand new customers this way Their stuff is cute but not that cute

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am writing to inform you that my request for a refund of shipping costs has been met by the company, therefore this complaint may be labeled resolved.I thank you again for your assistance in this matterYou were very helpful and have a wonderful demeanor Regards, [redacted] ***

Ms [redacted] , I understand your frustration with this situationWe attempted to issue you the refund you are wanting, but we were unsuccessful in doing so because our credit card merchant's allotted time for fund reversals on your original transaction in July was expired We issued you store credit originally because we received your return almost months after you made the purchase and per our policies, you were well outside our window for a refundYou both accepted and used the store credit we issued youOur records indicate your return was received on 12/15, and I do apologize that your credit was re-issued business days later, rather than within our stated 3-business day window (weekends and holidays excluded)This was due to increased holiday volume, but none-the-less, should have been processed soonerThis does not change that we could have only re-issued you the credit and not the actual funds that were received in JulyThe credit has been issued and is yours to haveThank you

I saw this company profiled on Shark Tank and immediately wanted to support their cause I went to their website and ordered a Lace Tunic, which happened to be "On Sale" When I chose the color, the description was "Raw White-Final Sale" I didn't know what was meant by final sale There was no explanation, nor was there a link to define it I then went to the FAQ page, and there was nothing there about what final sale meant So I went ahead and ordered itThe package arrived quickly, and I was excited to receive it
Unfortunately, the tunic didn't fit meWhen I got out the invoice to return the item, I found I couldn't return it because it was a final sale item Now they tell me!! When I emailed Grace and Lace, they refused to allow a return In their response, there was a link to the final sale no-return policy Where was this link when I was checking out? I've spent $on a Lace Tunic I can't wear and can't return!!!
If Grace and Lace has a no-return policy on final sales, shouldn't it also say "no returns" every time it says "final sale"? Why is it hidden at the bottom of a general policy page on the website? Shouldn't a strict no-return policy for final sales be linked from the item page, where the term "Final Sale" is used? Shouldn't the shopping cart have a disclaimer that pops up during the checkout process to warn the buyer that the item is not returnable?
So shoppers, beware of hidden policies when ordering from Grace and Lace!!! This was a huge disappointment for me with what seemed to be a good company with a great mission

Hello! We received your return after business hours on 11/21, we attempted to process the refund on 11/25, the day after the Thanksgiving holiday, but were unable to due to the PayPal dispute set upWe are within our 3-day processing window as is stated in our policiesI have issued you a full
refundThank you, ***

We are so sorry about this! We noticed the order's tracking was not moving, so we re-shipped this by Priority on the 17th with tracking # ***It is set to arrive by tomorrow! Please feel free to email me directly if you have any further concerns.Thank
you,***@***.com

Hello! The customer also emailed me about thisThough the original price was $34, she used coupon code *** to receive 15% off her orderTherefore she paid for this itemI refunded her $for shipping as well, totalling a refunded amount of $(please see attached screen shot)
Thank you,
***

We are sorry for your experience and any confusion this may have caused you, *** I've received both your email history and order historyWe did respond to your initial request for a refund and explained that the free gift would need to be returned, but I realize you never received the email
Our policies do outline that free gifts must be returned in order to receive a full refundWe also have our phone number listed in our policesI also see that you have since been refunded your entire purchase pricePlease let me know if there's anything further we could do to assist you.Have a wonderful New Year!
*** ***

There is no phone number for customer service I ordered Mini Molly Leg Warmers for my yr old and they are too small even though the description said they should fit I tried to email instead to ask if I should do an exchange for the adult size instead or a refund I even gave my order number! They NEVER got back to me In fear of missing the window for a refund I returned themso now my daughter never got one of her gifts What reputable business does not provide a phone number or return your email when you have a question or issue?

Terrible customer service! I was having an issue with an online order, and couldn't find any way to get immediate support (1-day wait)Reached out on FB, got one response after multiple messages, that they never resolvedI had a GC to use otherwise I would have just cancelled my order You sent a 20% off coupon, that I read and saw no conditions on, but it only took 20% off of out of the items I ordered Then I tried to use the FREE shipping code, but the site only lets you put one code in...so not free shipping if you use a coupon That is a crappy sales gimmick, because the amount spent on shipping negates the coupon and vice versa Original total $total after applying the bogus 20% off: $Thanks for the $savings But then you added $back on for shipping!!! I hope the items I ordered aren't garbage, like your site! If you want to do business consider getting some customer service Oh, and of course all popular items are always sold out!

Okay, I have read the negative reviews and I have to say some of them are valid and some are ridiculousIs the person who did not understand what "final sale" meant, a first time shopper in the United States? That always means no returns accepted as they will not be restocking that style! That is for all stores, not just this company! Walmart is the only company I think would be flexible with this, as they are a multi-billionaire companyAnd the person who wanted to return her items to take advantage of a sale that was offered a week laterAre you joking? That's not how businesses work!
Now for my review - I own half of the Grace and Lace closet and I am from Wisconsin, where there are definitely more "big" than "thin" womenI am 5'8" and wear at size 29/jeans, or around a Everything that says "one size" has fit me so farI have not had to return anything and the quality is outstandingWhenever I comment on anything on Facebook - especially something with a question - I have a response within hoursIf I had one complaint at all, is that I wish they would allow you to use more than one code at a timeFor example, if I have a couple code for 20%, it would be nice to be able to use the code for free shipping for orders over as wellI just thought I'd like G&L to know that I am excited to order a few of the new Spring editions you just listed!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
/>
*** ***
P.SIt would have been nice for the business to apologize or to respondWhile I am pleased they did honor the discount, I would have appreciated an apology as wellI will not be shopping with this company again

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I know that you were swamped and over your headYour company did not respond to multiple emails, messages on your website, and phone messages I gave you about this mix up
I did see you on the Shark TankAnd I totally understand about the sudden increase in the demandOf which it makes it extremely difficult to keep upAnd things fell behind, in the cracks, and errors are made
But I had to spend over months trying to correct this
Since these were suppose to be Christmas presents, I had to get different presents for the children that these were forOf which the children got their Christmas presents weeks after Christmas because they had to be shipped
With that said, I love your productI will not take this one incident as a reflection of your companyGrace and Lace was just over your heads and not prepared for the results of the exposureI hope only good luck and the best for the future of your company
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Number 1: I requested a full refund for the original purchase made on 7/25, but was forced to accept a store credit I accepted the store credit and did not find any other item worth purchasing until December The second item purchased in December was defective and smelled like chemicals I was told in writing that an exception would be made and a credit would be given Grace and lace should honor their word.Number 2: Grace and Lace has a policy that states all returns will be processed in 3-business days I returned the defective item immediately and have proof that it was received by Grace and Lace on 12/12/ My return was not processed until 12/28/ (days after it was received) and that is only because I had to contact Grace and Lace to follow up Grace and Lace did not honor their word or policy Their response is unacceptable.
Regards,
*** ***

Hello ***!I'm sorry to learn you were not satisfied with your purchaseWhile we do update our policies regularly, this specific policy regarding original shipping fees has not been changed in yearsHowever, we will happily make an exception and issue the refund for youI have done so via
Paypal alreadyPlease reach out if there's anything more we can do for you. Best,***[email protected]