Grace and Lace LLC

Complaint: ***
I am rejecting this response because: You put the same shipping tracking number on both ordersSo it is going to show that the items was shipped and deliveredBut you only shipped one of ordersI am sending the proof
I am prepared to take this all the way to the attorney generals office and the USPS for mail fraud if I have to
Regards,
*** ***

I'm so sorry, ***Back in November when we aired on Shark Tank, we had to hire two fulfillment centers to help ship our ordersIt looks like both your orders were combined, but only one was shippedI've issued you a full refund ($108.10) for order #***I've also issued you a 10% partial refund on order #*** for any headaches this may have caused you
Best,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI 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 resolvedI thank you again for your assistance in this matterYou were very helpful and have a wonderful demeanor
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 wordNumber 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,
*** ***

It is truly frustrating to do business with this companyI ordered a simple two piece order (#***) on 12/12/On 12/20/I received one piece of the orderThe invoice shows both items but has a note on the second Item that it will ship mid DecemberIt is now the 30th and I have still gotten no response via email or phone to the numerous messages I have sent/left for Grace and LaceI am livid at this point and expect a refund and an apology ASAPThis is a sad way to do businessSUPER DISAPPOINTED,
Joel S***

Per customer's Revdex.com review, we have issued the 20% refund.
-[redacted]

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 3-5 business days.  I returned the defective item immediately and have proof that it was received by Grace and Lace on 12/12/15.  My return was not processed until 12/28/15  (16 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]

Complaint: [redacted]
I am rejecting this response because:
I was refunded $29.90. On a packaging slip I got with one of my items it listed that the price of that item was $34.00.
Regards,
[redacted]

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 matter. You were very helpful and have a wonderful demeanor.
Regards,
[redacted]

I had heard many great things about the Grace and Lace boot socks and was thrilled to order THREE pairs. Days after I ordered, but before I received the socks, I received an email from G&L that they were offering 20% off the same socks I had just purchased at full price. I emailed and Facebook messaged the company to ask them to please credit me back the difference. Not only did they say no, they suggested I return and re-order to take advantage of the discount. So in other words, they would prefer to pay to re-process an order and to process that return rather than have a happy customer and simply refund me the difference in my order.
I understand things will not always go smoothly, it is the true test of a company how they handle an unhappy customer. DO NOT expect G&L to treat you with compassion or do the right thing. I promise you I will never order here again and warn you not to either!

Hi [redacted]!
I'm so sorry for the trouble you've had with your order.  I  found your email on 1/4 asking when your order would ship, we responded with tracking information and have not heard back from you. According to our records, both orders have been shipped and delivered to...

you. For this reason, we did not realize there were any problems with your orders.
Order [redacted] was shipped on 11/30 and delivered on 12/2 with tracking #[redacted]. We sent these to [redacted]
Was this address correct? This sounds like a lost in the mail case. Have you contacted your post office about this?  I'm more than happy to help get this straightened out, but I would like to confirm all this information before we proceed. 
Thank you for your help with this.
[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 funds. We received the original return almost 3 months after the purchase date, which is why we issued store credit rather than a refund. The store credit was...

used in December and the order was also returned in December. We are able to re-issue the store credit, but we are unable to reverse the funds that were collected on 7/25, over 5 months earlier. Thank 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]

Ms. [redacted], I understand your frustration with this situation. We 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 2 months after you made the purchase and per our policies, you were well outside our window for a refund. You both accepted and used the store credit we issued you. Our records indicate your return was received on 12/15, and I do apologize that your credit was re-issued 8 business days later, rather than within our stated 3-5 business day window (weekends and holidays excluded). This was due to increased holiday volume, but none-the-less, should have been processed sooner. This does not change that we could have only re-issued you the credit and not the actual funds that were received in July. The credit has been issued and is yours to have. Thank you.

Hello [redacted]! I'm sorry your package never made it to you. Your order was processed in good faith and shipped to the address you entered at check out. Tracking shows your package as having been delivered. Although we state in our policies that we are not responsible for lost or stolen mail, we...

will still assist you provided that you first file a claim with [redacted] and provide us with the confirmation number. We appreciate your understanding in this matter.

Hello [redacted]!
I'm sorry to learn you were not satisfied with your purchase. While we do update our policies regularly, this specific policy regarding original shipping fees has not been changed in years. However, we will happily make an exception and issue the refund for you. I have done...

so via Paypal already. Please reach out if there's anything more we can do for you. 
Best,
[redacted]
[email protected]

I have emailed the buyer to apologize for the delay in shipment. Her order was split into 3 batches so that we may ship items as they became in stock. Unfortunately the remaining outstanding item from her order had not yet shipped due to it being over-sold. I have issued the buyer a refund for the...

outstanding item per her request in our email correspondence.  Thank you.
[redacted]

I ordered with. Grace and Lace right after it first viewed on Shark Tank. Customer service was horrible. No phone number to call, only email service which they didn't even bother to respond to my issues in a timely manner. They ran out of product quickly or some would be backordered but they failed to let you know. And by the time you got the items it was summer time and you didn't have a need for them anymore. Now they make items for all kinds of weather, but not at the time of my first order. I gave them the benefit of the doubt as they were a new company and thought maybe over the course of a year they would have it together? Not! They still don't have a phone number. My order was placed on Nov 26. It is Dec 13 and still no merchandise. I have emailed them at least 5 times about different issues and only got one response which didn't address all of my issues. I want my money back. There products also are not made for big girls. I wear a size 0 pants and medium top. My legs are super skinny yet on some of the socks they are tight around the calves. You will never convince me that a person much bigger than me can fit Into these. I also ordered a tank top. It says one size fits all. I gave my measurements and this is a one size fits small to almost large. The average American woman today is a large or bigger. They would make more money if they catered to all sizes. Sizing their socks by small, medium and large would be better. They for the most part are quality products. But their sizing and customer service. Is atrocious.

Hello [redacted]! I greatly apologize for your experience with our company. I have read the customer service logs and see that our customer care rep has been in communication with you in regards to this matter. As is stated on our Contact form, we have a 1-2 business day turnaround for responding to...

emails, our rep responded to your email from Friday earlier today. Through her extensive research, the package seems to be lost by the post office, even though there is proof of delivery.  She has initiated a refund for both items you have returned and that will be processed tomorrow. Unfortunately, due to inventory constraints (as our policies state), we cannot process an exchange for your top extender, this is why we are giving you a refund for that item as well. I've also asked that our Resolutions Department refund your return shipping costs as you have requested. Do email me directly if there is anything else we can do for you.  Thank you so much for your business.[redacted]andlace.com

I tried to shop the cyber Monday sale. The advertised price for the items I was trying to purchase was $23.40. Every time I tried to complete the purchase the price on the items in my shopping cart jumped up to $25.40. 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 purchase. The promotion ended November 29th at 9:00 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.