Complaints

• Initial Complaint

  07/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an adorable jumpsuit on their website, ordered 7/7/24, received 7/12/24. I wore it and loved it. I washed it for the first time, following all instructions on the tag. The top completely came apart. When I reached out to the business they told me it wasn't new with tags, so they wouldn't return it. An outfit shouldn't come apart after the first wash in cold water on delicate, tumbled dry on low, as per tag instructions. The company has no remorse and I'm out money on an expensive one use, casual outfit.

  

  Business response

  07/23/2024

  Hi ******, 

  Thank you for providing your feedback on your recent experience with us at Three Bird Nest. I want to apologize that your Jumpsuit did not withstand the wash cycle as expected and that due to our policies we were not able to provide a resolution at this time. We completely understand your frustration and disappointment. 

  I would like to take a moment to clarify these policies with you and further explain why we were not able to meet your expectations in regards to a resolution. We kindly ask that customers report all damaged, missing or incorrect items within 3 days of delivery. It looks like order TBN1087317 was delivered July 12th and your reach out to us was July 21st, so we were now too far outside of this policy window to move forward. Furthermore, all damaged items must have tags still attached and be in unworn condition in order to be replaced. You had clarified that this Jumpsuit was washed and worn with tags removed making it further ineligible for any kind of exception. I sincerely apologize for any inconvenience. 

  While we understand that these policies may not meet your personal preferences or expectations, they are put in place to maintain consistent and fair treatment for all our customers. These polices are made available on our site for review prior to purchasing and agreed to upon placing your order. If you ever have any questions regarding them, we encourage you to email us at **************************** or live chat with us on our site. Our team is standing by and happy to help. 

  Customer response

  07/24/2024

   
  Complaint: 22022044
  
  I am rejecting this response because:
  My purpose here is to drive people away from purchasing on this site. I see that you've posted your policy. A 3-day window doesn't make sense for anyone. Normal people don't have that quick of a turn around. All I'm doing here is simply letting the general public know that your merchandise is expensive, poor quality, and you do not stand behind it. I wish I had known that, so I wouldn't have blown so much money to wear an outfit one time to dinner and the grocery store. 
  Sincerely,
  
  *****************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 9th 2024 I ordered a dress from Three Birds Nest. It was $110, but I signed up for emails and got it for ***** plus tax (9.68) +***** shipping totalling ******. The dress arrived about a week later. I opened it up and tried it on and it didnt fit whatsoever. I then immediately hung it in a closet. I dont usually return items cuz I dont want to go through the hassle and shipping costs but it was actually horrible on me. I checked out the return policy and went the next day to get an appropriate envelope to send it back and packaged/sealed it. On top of the ***** shipping they said I would have to pay another $30 to ship it back to them which I was prepared to pay. since my town doesnt have DHL service I drove to take it to a shipment center on April 22 to return it. I never heard back from the company so on May 14 I sent a follow up email with the company asking about the status of my return. They said the dress was damaged by an unremovable hair (which it wasnt as it was tried on once and it was in a sealed package the whole time I had it) and they could not return it. I replied how can a hair be unremovable. They said they could donate it to a shelter or I could pay another $30 to have it shipped back. I asked to speak to someone in management and send proof of this unremovable hair As Ive already paid $50 in shipping Im not paying another $30 to have them send it back. So now I have no dress and no refund. Terrible service! It is now May 22 and I still havent heard back, gotten a refund, gotten any proof. Nothing.

  

  Business response

  06/10/2024

  Hi *******, 

  My name is ******** and I am the Senior Customer Experience Specialist here at **********************. 

  First and foremost, we apologize for any inconvenience you may have encountered due to the shipping costs associated with returning the dress. We understand that returning items can be a hassle, and we strive to make our return process as smooth and transparent as possible for our customers.Upon receiving your returned item, our team thoroughly inspects each product to ensure it meets our return requirements. Unfortunately, in this instance, we found that the dress had sustained damage, which we attributed to an unremovable hair. While we understand your frustration and skepticism regarding this claim, we assure you that our team follows strict procedures during the inspection process to accurately assess the condition of returned items.We apologize for any miscommunication or inconvenience caused by the delay in providing proof of the damage and addressing your concerns. We are committed to resolving this issue promptly and would like to offer our assistance in reaching a satisfactory resolution. Please rest assured that we take customer feedback seriously and are taking steps to prevent similar incidents in the future.We understand your disappointment and frustration, and we want to make things right. Our management team is reviewing your case, and we will follow up with you shortly to discuss potential options for resolution.Once again, we apologize for the inconvenience you've experienced and appreciate your patience and understanding. Please don't hesitate to contact us directly if you have any further questions or concerns.
  
  
  
  
  
  
  

  Customer response

  06/11/2024

   
  Complaint: 21744337
  
  I am rejecting this response because:
  After asking for proof for this unremovable hair, I still havent received a response or any proof of this hair. It is now July 11th and I still have no dress, no refund, no proof of my item being damaged,  they have blocked me from all socials and stopped responding to my emails so I have no way to follow up. In their response it says to message them directly with any more concerns but if they dont respond Im not sure what I can do anymore. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this business twice to let them know the shirt I received was falsely advertised. The description does NOT match the shirt, nor do the pictures. They dont care whatsoever. They wont waive the return fee for their error. They said the description of fabric type IMPLIES how it should be worn, even though the description SAYS it can be worn alone. The shirt is COMPLETELY see through. Like read a book through it see through. No remorse from them. No waiving return fees. They even said they will change the description moving forward. Ok, you agree with me but also, Im out $60 cause Im not going to go out in public with my undergarments on display. All over $8 return fee. This complaint is just the beginning.

  

  Business response

  05/06/2024

  Hi *****,

  My name is ******** and I am the Senior Customer Experience Specialist at **********************. Thank you so much for providing your feedback. I apologize we are not able to meet your expectations within our policies. As mentioned in your chats with our agents, your item does not qualify for a free return as we do not currently offer free returns. While unfortunate, the item arriving and being more sheer than expected does not change this. If your item was damaged, you received it in the wrong color/size, or received an incorrect item all together we are happy to resolve this! Since the item you bought is perfect for layering, I recommend pairing it with one of our Brami Tops found on our site! If you have any other questions, feel free to email us at **************************** or live chat with us on our site! Our team is standing by and happy to help!

  Customer response

  05/06/2024

   
  Complaint: 21667426
  
  I am rejecting this response because:

  It was falsely advertised, plain and simple. Super tacky response suggesting I purchase ANYTHING more from you. Good luck with the business!!!

  
  Sincerely,
  
  *******************************

  

  Business response

  05/10/2024

  Hi *****, 

  Thank you for the well wishes! We hope you take care and if you ever need anything else feel free to email us at **************************** or live chat with us on our site! Our team is standing by and happy to help! 

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Utilized the vendor's third party returns service, now they say that I never returned the item.

  

  Business response

  04/29/2024

  Hi ****,

  My name is ******** and I am the Senior Customer Experience Specialist here at **********************. 

  I first would like to apologize if The Happy Return method was not to your liking. As a reminder, this is not a third party service and rather a convenience service we pay for as requested by many customers. There are other return options available to you if you prefer in the future. 

  It has been confirmed with you via email as of April 17th, 2024 that despite not being able to locate the returned item in our system, a refund for the item has been issued as an exception. Allow up to 7 business days for the refund to be processed back to the original form of payment. It's usually much quicker than this, but some banks may have longer processing times outside of our own. 

  If you have any other questions regarding return information, return policies, or refunds feel free to email us at **************************** or live chat with us on our site! Our team is standing by and happy to help!  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The jumpsuit was ordered from Three Bird Nest on February 22 2024. I contacted them the same day to ask if there was anything they could do about the 20% discount that they sent me that did not work at checkout. They did refund me the 20% discount which I thought was wonderful. It they took a very long time to show on the credit card, but did eventually come through. When the item was received it was not black as in the picture, the fit was awful and the color was wrong. The entire jumpsuit was not as I expected. I then requested a return, it was then I was informed that there was a $30 hold back if they provided a pre paid return label or I was responsible for the cost to ship back. I chose to have a pre paid label given to me. I sent it back thru DHL. When I had not heard anything about the return to my credit card, I emailed to ensured that they received it back. That was when I was told they had received it but that it was damaged with stains. I informed them that it was never worn, only tried only in disappointment and then bagged. They refuse to honour the return, they now have the item, and will only ship back to me if I pay for the shipping. They have sent me a picture of the stain, I believe that it is not my item but they insist it is. So now I am out of pocket the jumpsuit and I no longer have the item either. If you can assist me I would appreciate it. I can forward the email conversations, screen shots etc. Thanks *****************************

  

  Business response

  04/29/2024

  Hi ******,

  My name is ******** and I am the Senior Customer Experience Specialist at **********************. I would be happy to clarify our decision in no refunding the returned item with you. 

  When returning an item, we ask in our policy that the item be in unworn, unwashed condition and tags attached. The item must also be free of any staining or damages to the fabric. Should we find upon return inspection that the item does not meet these requirements, we do reserve the right to then refuse a refund for the item(s). This policy is agreed upon during checkout. 

  We have a policy regarding any items that arrived damaged, missing or are incorrect. We kindly ask that customers report all damaged, missing or incorrect items within 3 days of delivery and we are happy to provide a refund or a replacement no return necessary. After reviewing your interactions with the agents here at ThreeBirdNest, I was unable to locate any reports prior to your return informing us that the item arrived with the staining we found upon inspection. However, I did see that you specifically stated this item did in fact not arrived with any staining or damages. Because of this we will need to maintain refusing the returned item due to the damages found. 

  We strive to be transparent about our policies and I sincerely apologize that we cannot meet your expectations within either policy guideline provided to you.  If you have any other questions or concerns, please feel free to email us at **************************** or live chat with us on our site! Our team is standing by and happy to help! 

  Customer response

  04/29/2024

   
  Complaint: 21582925
  
  I am rejecting this response because:
  Three Bird Nest is unwilling to accept any responsibility. In my conversation with them prior to BBB, they put the blame solely on me and blame me for a stain. I only wore the jumpsuit for maybe 3 minutes to try on when I received it. It is implausible that I caused the stain. Their response is ONLY to refer to their webpage. The policies they speak of are not openly posted. There idea of customer service is to put the responsibility on me as the customer to report any damage, defect or stains to them within 3 days. If I noticed the stain, I would have reached out to the immediately. I didnt because the stain was not there. I returned the jumpsuit because the color and fit was awful, but I reassure me that I would never shop from them again. Clearly they are unwilling to make me happy. They have my money and now they have the jumpsuit back and will not even send that back to me unless I paid for the shipping.

  Worst shopping interaction ever in my opinion.

  Sincerely,
  
  *****************************

  

  Business response

  05/01/2024

  Hi ******,

  We would like to clarify that we are not assigning blame. We are simply working with the information that we have at hand. In this case, it is that there was no stain reported when you reached out to us, however it did arrive with a stain upon return inspection. Because of this we are not able to refund the returned item. 

  As a reminder, we do reserve the right to refuse a return should it not meet the aforementioned requirements. We apologize once again that we are not able to meet your expectations within the policy. If you have any other questions or concerns, feel free to email us at **************************** or live chat with us on our site. Thank you. 

  Customer response

  05/01/2024

   
  Complaint: 21582925
  
  I am rejecting this response because:

  it is simply unacceptable how I have been treated. Clearly they do not care how the customer feels at the end of the transaction with them. 
  

  They win I guess. I have never in my experiences with online shopping, been treated so poorly and felt so unsatisfied. I work in customer service and would NEVER treat a customer the way I have been treated. 
  

  I hope you feel good that you have your item back and I have no money returned to me nor have the item that I paid for. 
  

  You claim Peace and Love at the end of your emails what a joke. I feel neither for your  company!
  
  Sincerely,
   
  *****************************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a dress and pants that I loved so much that I ordered pants for my daughter as well. They were too big so I lost a little money returning and rebuying them. (They don't do exchanges). This wasn't their fault but it did make the pants $100. While wearing them the 2nd time, the pockets and side seams started to come undone. We had hand washed the clothes like they suggest and hung them to dry. Athough they aren't SUPER expensive, $100 is a lot for me but the company wouldn't do anything after they were worn. They suggested I check for flaws before wearing them.....That's not the point. If they aren't quality enough to last more than 1 wearing, they aren't quality enough to buy. Especially for $100. I will say that costumer service was quick, as nice as could be in the situation and to the point but I won't be buying from them again. BTW, this all happened in less than a month from receiving, I think it may have actually been 2 weeks. It's up to them what their policies are but people need to be aware.

  Customer response

  05/03/2024

  From: *********************** <****************>
  Sent: Friday, May 3, 2024 9:54 AM
  To: **************** <**************************************>
  Subject: Re: BBB Complaint against: Three Bird Nest, LLC CID: 21537482
  
   
  
  They did contact me. They did not change the policy on replacing the pants that were not sewn well but I guess the matter is closed, 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an order of multiple items including the ************ Wide Leg Pant for $86 dollars that was shipped to me ripped in the seam. I reached out to customer service and spoke two people ***** and ********. These ladys were awfully rude and made me feel less than. They told me when I contacted them that their return policy was 3 days after the package was delivered. Online I found under their FAQ that the return policy was 30 days after the package arrived. Both of the customer service ladies that I talked to told me there was nothing I could do about it and that I was the one that ripped it. I would have been ok with a store credit or even just a replacement pair I wasnt asking for my money back. I have shopped at this store for many years and ***** told me that I dont even spend a lot of money here why should you get money back. I am very upset with how this unfolded and I will continue to tell any one I meet not to shop at this store. Very disappointed.

  

  Business response

  03/15/2024

  Hi ****,
  
  My name is ******** and I am the Senior Customer Experience Specialist here at **********************. I would first like to apologize if you felt less than valued during your interaction with us. That was never our intention and moving forward with this feedback, we will strive to make sure all customers feel respected and valued. 
  
  After carefully reviewing the conversations discussing the issue, I believe some clarification is needed regarding the information that was provided to you. We do have a return policy window of 30 days from when the order was delivered. For an item to be eligible for return it must be un-worn, un-washed with tags attached and in wearable condition. 
  
  We are more than happy to assist a customer with any items that are damaged, incorrect or missing upon delivery. We kindly ask that customers report these issues to us within 3 days of the item being delivered. You were informed that unfortunately, at the time of your original reach out to us, we were now 18 days outside of this 3 day policy window. Damaged items, similar to returned items, must be in un-worn, un-washed condition with tags attached. You had informed us in your original interaction that the tags were removed and the item sustained damage upon wear, making the ************ Wide Leg Pants no longer eligible for return, refund or replacement. 
  
  We strive to be transparent about our policies and I sincerely apologize that we cannot meet your expectations within either policy guideline provided to you.  If you have any other questions or concerns, please feel free to email us at **************************** or live chat with us on our site! Our team is standing by and happy to help!

  Customer response

  03/15/2024

   
  Complaint: 21406560
  
  I am rejecting this response because: 

  the company should know that the material of the pant was very thin. It seems this has all come down to the issue of a tag being removed. Ive never heard of a company that would not accept a return because of a removed tag. 86 dollars for a product that I cant even wear is crazy. Im more upset of how disrespected I was. I have bought many items from this store before with no issue so of course when I recieved my product I just hung it up in my closet. Like I said before a store credit or replacement product would have been satisfactory but I guess third bird nest likes to have bad reputations and unsatisfied customers. Very sad. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/19 I came across Three Bird Nest based on the recommendation of a friend. I spent nearly $200 on my first order. However, I signed up for a 20% discount by subscribing to their email and texts. After I entered the discount code and placed my order, I realized afterwards that the code had been removed and I was charged the full amount. No problem, I emailed customer service to get this resolved. I emailed 3 times in the past 3 weeks and it has been radio silence. Something as simple as a technical issue that could be easily resolved is being ignored. All I wanted was for them to either a) retroactively add the discount or b) provide a giftcard for the 20% as it was their site malfunction that caused me to lose this discount. I liked their stuff and I saw myself becoming a dedicated shopper. Not anymore. I've told my friend who recommended TBN to me and she is horrified and embarrassed that she recommended this company. After being a longtime shopper (on Etsy and the site) she is no longer going to shop here.

  

  Business response

  11/16/2023

  Hi *******, 
  My name is **** and I'm the Customer Experience Manager at **********************. 

  
  Thank you so much for writing in, sadly, we do not have any emails or chats from ************************ On record, this is the first contact we have ever had with you so we do apologize for the frustration! However its very troubling if we weren't getting your emails! As a very small boutique, our wonderful customers are our top priority. I really would like the tech team to look into this ASAP. 

  
  I see weve since been able to resolve your issue via ******** Messenger with our Customer Experience Supervisor *********** 

  
  Do you need any further assistance, Id be happy to help! 
  

  
  

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bralette and a top from the store on July 6, 2023. The website states that the order will be processed within 4-8 business days. On the 10th business day, I received an email stating the top I was already charged for was no longer in stock. They ended up swapping out the top for me for me. Once the package came in, I was unable to open it for a few days. I noticed a few days later that they sent me wrong size bralette. I reached out to the company. They were unwilling to work with me. I believe this is completely absurd when they did even adhere the original guidelines set to begin with.

  

  Business response

  08/16/2023

  Hi *******, 

  Our apologies for not being able to resolve this issue via email! I've reviewed your interaction with us and will be providing some coaching to our team as this isn't the type of resolution you should have gotten from us. 

  I'll be reaching out to you via email to confirm some information and set up your replacement. 

  Please let me know if you have any other questions! 
  

• Initial Complaint

  06/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction was June 25, 2023 in the amount of 57.54.This company is usually slow at shipping, especially after a large sale like they had on June 25th. I emailed very early this morning to please refund my order because it had not shipped yet. That I ordered the wrong size. Shortly after my email, I got an email stating "your order has shipped!" along with a tracking number. Keep in mind, they really had just printed a label. I emailed them right when I received the shipment notification, and I also got on chat. I spoke to a ******* on chat that was extremely uncaring and absolutely not helpful. She stated that they only have 30 minutes after a purchase is made to cancel. She didn't offer to research the issue, see if she could stop **** from picking it up, or offer any type of good customer service. I then looked on their website and it states "?There are times we may be able to catch an order outside of the 30 minutes, so please reach out asap if youd like to attempt an adjustment of any kind." I immediately got back on chat with ******* and showed her what it said on the website and she IMMEDIATELY stated they can't help me. The order is still at the warehouse but she refuses to help.

  

  Business response

  06/27/2023

  Hi Customer, 

  We appreciate you reaching out to us to request your order be canceled and understand the frustration because we were not able to make that cancellation. 
  Per our policy for order changes or cancellations that are posted on our site Once an order is placed, we have ***************************************************** cancel it during our working hours of Monday-Friday?8am-8pm, and Saturday-Sunday 8am-5pm.?There are times we may be able to catch an order outside of the 30 minutes, so please reach out asap if youd like to attempt an adjustment of any kind. Note, outside of our Customer Experience hours we wont be able to stop/change/cancel any orders. 

  The order was placed on 6/25 and you reached out with your request to cancel on 6/27 at 3:06 am PST and your order was fulfilled at 5:44 am PST by our warehouse. Our normal operating hours are 8 am PST and we reviewed and responded to you over chat at 8 am. Once an order has been fulfilled we are not able to make any edits or cancelations to the order, and we have no way of stopping the order from shipping out. The processing time listed on our site is  4-8 business days, however, we do our best to get orders out as quickly as possible. If this processing time means a customer reaches out after 30 minutes and the order can still be canceled, we are happy to honor that request. 
  

  We hope this provides some clarification to our posted policies and the interactions you had with us earlier today. 
  

  
  

  Customer response

  06/29/2023

   
  Complaint: 20242829
  
  I am rejecting this response because: You are correct in the fact that your company states 4-8 day processing time. Out of all the purchases I have made, I have never had my package ship that quickly, especially after a large sale, which you had that weekend. Regardless, it didn't ship when I recieved the shipping notification. It didn't ship until the next day! You are consistsntly slow on shipment. . It is ironic that right after I request to cancel, I recieve a shipping notification. Furthermore, my package came from your ***** warehouse. Are you stating that the ***** warehouse only works PST hours?  I can say that *** was notified of my package at 8:04am EST. I emailed the company prior to that at 6:06am EST asking to cancel. I recieved an email at 8:44am that it has shipped, but that is inaccurate. *** did not pick up my package until 7:04pm EST, it was then processed at 9:00pm EST, and didn't depart the *** facility in ***** until 4:02am EST on the 28th. The next day after I asked to cancel! Even if customer service is out in CA you still had plenty of time to try to get the package pulled. You have not provided a reason why it's impossible to get a hold of your ***** warehouse and have them pull my package. There is no excuse. Your  customer service agent on chat really did not care, didn't even lift a finger to help me, even after I pointed out your policy that there are times you can help outside the 30 minutes. Based off of when it shipped you had plenty of time! Your chat agent was so quick to state she could do nothing. She took no effort to help me and I feel she did not care in the least. I have read reviews online that have had the same experience by your agents in customer service of just not caring and "going through the motions." . I feel my email requesting to cancel was recieved and you all immediately marked it as shipped, which is wrong. Regarless, there was plenty of time to reach out to the warehouse. Because of this I would like to return the jumpsuit, but you can pay the return cost to ship it back, and I should not have to pay a dime. Not even a restock fee if there is one.

  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩