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Florence by MillsThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
10/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
FLOR341999 This package shows as delivered but I didnt receive it and when I reached out to cs theyre only offering gift card Id be filing dispute if refund isnt issuedInitial Complaint
01/08/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
on 10/14/21 I placed an order with Florence by Mills for 53 dollars worth of products which also included shipping protection, an extra cost that I paid for to ensure my order was safe. My tracking email I received from them indicated that the package was delivered to my parcel locker on 10/21. I have an automated parcel locker in my building and no such parcel was delivered. I reached out for Florence by Mills shortly after this deliver date telling them my package was missing and that I had paid for shipping protection. I received several template responses telling me there was nothing they could do and that I could have 15% off my next order. We emailed back and forth several times and it became clear to me that no one from their service team was reading the information I was sending. I sent them a screen shot of my electronic parcel notifications indicating that nothing was put into the locker on 10/21 and quoted their website language regarding shipping protection in an email on 1/4/23. Finally someone sent me a link to file a claim with the shipper under the shipping protection insurance on 1/5/23 after months of emails. They waited so long to acknowledge my issue that the window to file a claim had closed on 12/16/22. When I pointed this point to Florence by Mills via email on 1/5/23, they again told me it was my issue and they could do nothing. I have tried numerous time to get someone to address any of the information and regarding my missing package and the fact that I paid extra for shipping protection and do date have had no communication addressing it. I have attached the documents that I also filed with my credit card company to dispute the charge as evidence and the emails we have exchanged.Business response
01/24/2023
Consumer Response /* (2000, 9, 2023/01/24) */ The shipping insurance company, *****, which provides the optional shipping protection for purchase with Florence by Mills assisted me with this issue. Despite the fact that my window to file my claim with ***** closed on 12/16/22, because Florence by Mills did not provide me with the link to make a claim until 1/5/23, ***** kindly still reviewed my claim and gave me a refund for the missing package. Though my issue has been resolved, Florence by Mills provided no assistance.Initial Complaint
12/19/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order placed but never shipped. I made multiple attempts via email to contact the company. No reply. The phone number on their ******** page is incorrect.Customer response
12/22/2022
The product finally shipped today which resolves the issue.Initial Complaint
12/18/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order on ******** The money was taken out of my account immediately. As of today, ****** still no shipping confirmation. I sent an email to the "contact us" page on ***** and still no response. I have replied to the contact us form as well. I have also reached out to them via Instagram, as there is no phone number to call. I am simply attempting to find out when my order will ship, but they will not respond. This is a Christmas gift, which clearly won't be arriving in time, but not letting the consumer know their order is delayed and not responding to multiple attempts to contact them is wrong.Business response
01/04/2023
Consumer Response /* (2000, 9, 2023/01/03) */ This issue is resolved.Initial Complaint
12/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I ordered make up, face and hair care products for my daughter for her Christmas gift on November 25. My credit card was charged 2 days later and haven't heard back from them. No confirmation email for shipping, nothing! They have NO customer care phone number so all communication is via email. I've emailed them several times and heard NOTHING. I can only conclude that this company is a scam and I don't want anyone else to fall victim to 'company'- plus I want my money back!Initial Complaint
12/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order placed on November 30th as a Christmas gift still processing 2 weeks later. I've reached out twice in the past week to the only available email contact on the site with no response. 2 weeks, an order number, and charged for my **** order, and absolutely no communication. I could have very well ordered from a third party by now and had these things wrapped and ready. ************************************ i dont have the time to chase a company like this. The lack of available customer assistance is *********** The fact that the site says I'll be contacted within 48 hours of my email is untrue. I'm disappointed, and my children now will be too.Initial Complaint
12/15/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order number FLOR305292 placed Dec 5 still not sent. Filed emails with no response. Attempted to contact on Instagram and ******** as well. No response. Very concerned Christmas presents will not be delivered. Afraid this business is a fraud and need to contact my credit card company.Customer response
12/30/2022
The products arrived. There was not an email beforehand and it was missing 3 things but they said it will be credited. I believe the issue is resolved. Thank you!Initial Complaint
12/13/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Received damaged product and reached via online chat and sent pictures. I was promised a replacement. No replacement received. Online chat is not available anymore. Sent 3 emails which states they will respond in 24-48 hours. Still waiting for a response after 3 emails. One of the products which was a liquid spray emptied out into the box. So I received an empty bottle and the rest of the products were soaked in the product with damaged packaging. Not a good way to give a Christmas present.Initial Complaint
12/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchase makeup/skincare****************************** on December 3rd they had advised to purchase a protection for my order due to not responsible for packaging not received which alone makes you wonder and screams scam! . It is through route Order Number: ********************** and my the order number from company **********. They still have yet to send me a tracking number or shipped my order . I have contacted them once already . They advised 2-8 when the demand is high .it's already December 10th and at this point I feel my order is not shipping as I have no tracking number or communication. Multiple complaints are on this company for . All I want is the order that I paid to receive . This is the worst transaction I have made. *********** and as many love ****** but this is far from any role model that is ************** while handling businessInitial Complaint
09/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Purchase was not delivered due to address ******** the delivery address on the order was correct and ordered by my 16yr old daughter. The shipping tracking listed the items to be returned to sender on approximately Aug 15. The refund has not been processed. Tracking number USPS XXXXXXXXXXXXXXXXXXXXXXXXXXBusiness response
10/19/2022
Business Response /* (1000, 8, 2022/10/05) */ Customer has been refunded per our last correspondence ( Sept 14, 2022) to contact info below. In the amount ****** USD to a Visa ending in **** via Apple Pay. ******** ****** ******************** +X XXX-XXX-XXXX
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
Customer Complaints Summary
13 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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