Complaints

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Like other reviewers, I excitedly ordered the Christmas stocking, relying on the websites assertion that it would be shipped in early December. After it was apparent that it was not shipping in early December, I reached out to customer service and was told that the stockings would ship in mid-December as stated by the website. I went back to the website and screenshotted where it said early December, but the customer service was undeterred. They told me they had little control over shipping schedules but they would go out soon. I told them I needed it by the 19th for it to have any use for me. On the 20th, I hadnt even received shipping information. I reached back out and they sent me a tracking number (which said that *** had not received the package yet). I asked for a refund, but they told me they couldnt give me one since the product had been shipped. A day after Christmas, they said the same thing. I sought a refund through my credit card. It is now the 29th and the ************ still says that it does not have the package.

  Business response

  01/05/2025

  We did not advertise a specific arrival date for this particular curation. Their order shipped via UPS 1ZF16V470308583729. The customer has since filed a credit card dispute, so we have to go through protocol for that. We are unable to issue the refund at this time due to the dispute.

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased two Christmas stockings from this company. One was purchased on October 18, 2024, and the second was purchased on December 1. I used a different card for that one and need to wait for that bill to show.I contacted the company no less than three times asking when will I receive this. It was touted as a Christmas stocking, so it would be needed by Christmas. I had placed an order over two months before for one of them. Why would I not receive this by Christmas?Every time I contacted the company, the response back was they will be shipping soon, look for the shipping notice. I knew it was bogus. As each day went by I knew it was a scam. Initially, I thought I was just going to eat it and never use this company again, but this actually deserves to be called out.Yesterday, December 26, exactly one day after Christmas, I received my shipping notice, and its not going to be here until January 6.I requested a refund from the company. What I received was a refund on the shipping, and they are refusing to give me a refund for the products. I have emails that I can send if necessary to prove all of this.This company should not be in business. It certainly does not deserve an A- Rating. And I know Im not the only one complaining about this.A company that will steal your money at Christmas time is a despicable one.

  Business response

  01/05/2025

  We were very communicative with the customer and provided them with as much information as we had whenever they reached out. Their order shipped via UPS 1ZF16V470331063961. We fulfilled the order as stated via the terms on our pre-sale website.

  Customer response

  01/06/2025

   
  Complaint: 22734843
  
  I am rejecting this response because:

  This is a cookie-cutter answer that says nothing other than that this company is happy to scam you out of your money.  If they told me for a year that it would ship and still never does come, is it okay to deprive me of my money and the goods because they've been responding to my requests with nonanswers?

  I ordered a Mystery Christmas Stocking on October 18, 2024.  I was told it would ship in early December when I asked the first time, which was in November.  After that response I ordered a second on December 1, 2024, and the website actually allowed me to order it.  It didn't say they were sold out, and at no time did I ever receive anything from the company saying they were experiencing difficulties.  The only communication I had with ************************** was when I contacted them.  What possible use would I have for a Mystery Christmas Stocking AFTER Christmas? 

  They sent me a shipping notice on December 26th (one day after Christmas and definitely not early December) saying I would need to sign for the package.  They certainly didn't send it overnight because today is January 6th and I still do not have it and frankly no longer need it, and it cost me $400.

  I am aware of their shady practices now, but I am sorry for the next unsuspecting customer who puts their trust in them.

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

  Business response

  01/10/2025

  Their order shipped as soon as it was available. The pre-sale website they purchased this item from states it will ship in December:

  *****************************************

  It did not guarantee an exact ship date/arrival date. Their order shipped on 12/21 and it has been successfully delivered:

  ********************************************************************************************************************************************************

  The customer has also filed a credit card dispute, so we do not have the ability to refund the order. We have submitted evidence to their financial institution concerning their order and it is now up to their financial institution to determine if the funds will be returned. We cannot issue a refund once a dispute has been initiated. 
  

  
  

  Customer response

  01/15/2025

   
  Complaint: 22734843
  
  I am rejecting this response but I am not expecting anything further.  They did not ship it on the 21st.  That is a lie!  I received the shipping notice they promised for over a month on the 26th.

  I have the product now...albeit it much too late.  And I have contacted my credit card company since I was getting nowhere with Vices...I'm sure by design.  They keep the consumers' money, and the credit card companies take the hit. 

  A company that markets a Christmas stocking and yet says they didn't promise it by Christmas is clearly a shady company.  I hope people read the reviews before ordering from them.

  I am no longer interested in communicating with them.  The results speak for themselves.  Boycott **************************.

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

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 11/28 I ordered a ************************ stuffed stocking from **************************. I received a receipt by email, with no other information (such as likely shipping/delivery dates). On 12/13, I contacted Vices ************************************ to inquire about shipping. They said the package "will start shipping in December" -- I replied we were already two weeks into December and I had yet to receive any information. On 12/17, I inquired by again by email. They replied I would get a tracking number once the package shipped. I replied, asking them to cancel the order and refund my money. I received no reply. On 12/19, I inquired again and again requested a cancellation and refund of my money. They replied "Our warehouse is packing up the Stocking Stuffer box as we speak. Yours will ship soon." I replied asking again that they cancel and refund -- they did not reply. On 12/24, I inquired yet again. They responded with a tracking number (that as of 12/26 does not work as the package still hasn't shipped).

  Business response

  01/03/2025

  The customer requested to cancel the order after it had left our possession, therefore, it was too late to cancel the order. The customer became abusive and began cursing at us and threatening us. The order definitely shipped and has been delivered:

  ********************************************************************************************************************************************************

  He has already filed a credit card dispute, so we are unable to issue a refund at this time. We will handle the dispute with their financial institution. 

  Customer response

  01/06/2025

   
  Complaint: 22731949
  
  I am rejecting this response because: they are not being truthful. I tried several times to cancel or to get them to ship. They purposely delayed my shipment until after the holidays (even though by name, Santas stocking implies delivery by the holiday) and nearly three weeks after Id asked to cancel and more than a month after Id ordered. My abusive language was me telling them to f off after my many attempts to resolve the situation resulted in flippant replies with zero response to my cancellation request. When a service repeatedly treats a customer like crud, its laughable when they call our response abusive. Abuse is taking my money and refusing to cancel at my request due to their inability to ship an item until more than a month after the order was placed, and only finally shipping once I informed them of this BBB complaint. Ive read the reviews on Vices and many are similar to my experience. They are counting on me going silent. 
  
  Sincerely,
  
  ****** *****

  Business response

  01/10/2025

  We did not purposefully delay their shipment. It shipped as soon as it was available. The pre-sale website they purchased this item from states it will ship in December:

  *****************************************

  It did not guarantee an exact ship date. Their order shipped on 12/21 and it has been successfully delivered:

  ********************************************************************************************************************************************************

  The customer has also filed a credit card dispute, so we do not have the ability to refund the order. We have submitted evidence to their financial institution concerning their order and it is now up to their financial institution to determine if the funds will be returned. We cannot issue a refund once a dispute has been initiated. 

  Customer response

  01/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I hope the business will take action in the future to better themselves in this regard as their treatment of my concerns as well as others who have taken the time to post reviews similar to mine have seemingly gone unheard. Be better. And definitely treat your customers better. Without them you wouldnt exist. I will not use this company again, and I will definitely not recommend them. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** since 2017. My subscription automatically renewed in January for a monthly box. The ONLY month I have received it is Feb. I checked their website in Nov and they changed their marketing to say it is now a bi-monthly service plus two bonus boxes while making no adjustments to the price (I was not notified of this, nor did I sign up for this), not that it matters, because I am not receiving anything bi-monthly either. I contracted customer service asking where my boxes have been all year and they stated they are having supply chain issues and I will receive a box in "soon". Their marketing slogan in their email was "Let us surprise and delight you on a MONTHLY basis with storied treasures". I requested a refund for the year for services unrendered and requested them to cancel my subscription. They responded that they would only cancel my subscription but would not return my money for unrendered services. I have paid for 12 boxes for the year. I have received 1 and it is now December 3. Supply chain issues is not the responsibility of the consumer. If you cannot deliver on your promise of services, you are not entitled to keep the consumers money. I want to be refunded my money immediately.

  Business response

  12/05/2024

  We did not deny the customer a refund. Rather than continue the conversation, the customer opted to file a ******************** report. We offer refunds when they are requested by the consumer. He did not formally request a refund.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the rarity subscription for my husband for his 40th birthday in April 2023. It was supposed to include a quarterly subscription for a rare alcohol. The first installment came quickly. The second eventually after several inquiries. I have included the email from May 2024 saying the third was waiting on packing materials. It is now mid august, and still nothing. For nearly $1,000 and as a premium product this is unacceptable and breach of my contract with them.

  Business response

  08/14/2024

  Hi ****,
  
  Thank you for reaching out. We understand we stated back in May that the next installment would be ready soon. Unfortunately, we continue to battle supply chain issues (products are shipping later than usual, creative projects are taking longer to complete, etc.). We should have everything we need for the next installment of *********** in our warehouse this September though! We assure you, it will be well worth the wait because it will feature more than just one bottle and it retails for over $800. 

*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. ↩