Complaints

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dress early (about 6 months before the wedding) as per Azazies own recommendations. I found out I was pregnant 2 months after ordering. I was hopefully I would still fit into the dress, but I stared showing early than I expected and the dress stopped fitting. It became clear I would need a maternity dress. I reached out to Azazie and was told there are no exceptions to their 30 day return window. I find this policy very surprising given that the core demographic for this company is child-bearing age women like myself. I would have to expected better customer service and understanding. I have used Azazie for 3 weddings, mine included, and always recommended it to my friends. I will no longer be doing so.

  

  Business response

  01/13/2025

  Hello ******,
  Thank you for sharing your feedback. We truly value your loyalty as a repeat customer and appreciate your trust in us for previous weddings.

  We understand how unexpected life changes, like pregnancy, can impact your plans. While we empathize with your situation, our return policy is set at ******************************************************************************* this case, your order is well beyond that timeframe, and unfortunately, were unable to accept the return or an exchange for a number of reasons including item's quality after extended periods due to factors such as storage conditions, exposure to varying environments, and potential handling methods. This is a non-negotiable. 

  However, as a gesture of goodwill, weve provided a 20% discount code for a future purchase and hope youll consider us again for your maternity or bridal needs which is a significant discount on a new dress. Thank you again for your understanding, and we wish you all the best during this exciting time in your life.
  

  Thank you,
  Azazie Management

• Initial Complaint

  01/07/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order ZZ2583865903 was claimed to be delivered on New Years Day, 9pm after hours at my apartment complex. I never received the package.I reached out to customer service, but the agent ****** problem blacklisted me without a resolution.Tracking number - ****************************************************************************************************************************************************************************************************** "Hi ******,I am terribly sorry to hear that your package might have been stolen. I understand how frustrating it must be.Our records indicate that the package was delivered by the carrier to the address provided during checkout. Nevertheless, we would like to assist you. As a gesture of goodwill, wed like to offer you a 50% off discount code to use toward a new order. Please feel free to let me know when you are ready to place the new order.Please note that due to this incident, we will need to blacklist your address for any future orders. This means we will require a new address for any future orders.If you have any other questions, please feel free to let me know.****** **************** Representative"

  

  Business response

  01/08/2025

  Hello ******,
  Thank you for your feedback. After carefully reviewing your case, I wanted to address some key details. The package was confirmed delivered to the address provided at checkout, and the photo provided by the carrier does match your delivery location. While there was an initial error in referencing the proof of delivery photo, this was clarified and corrected during our follow-up communication.

  Despite these findings, we extended options for a resolution, including a full refund or a remake, both of which remain available should you wish to proceed. However, given the circumstances and inconsistencies noted, we reserve the right to take measures to protect our processes and prevent further discrepancies. If you have additional questions or would like to move forward with the offered resolutions, please dont hesitate to contact us.

  Regards,
  Azazie Management

• Initial Complaint

  12/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a dress from azazie while they were having a sale, I had ordered a size 16 they sent a 10. when I reached out asking for a replacement they just refunded the price for the dress (not the taxes and shipping) and told me that if I wanted the dress I ordered because its no longer on sale that I would now have to purchase the dress at full price this is unethical and extremely unprofessional business practice. A refund is not sufficent when I the consumer the one who made no mistake is now the one who is getting punnished having to pay full price for something I already paid for, for an agreed upon amount.I have argued with customer support and have gotten no support. My concerns have been ignored and I am sickened that a company I once loved is treating its customers like this. They are only out to make a **** and my experience is proof of this. The only solution to have for me to take this down is to send the dress I already ordered for the price I originally paid for it. As this is an Azazie Issue and Azazie must be held acountable for their mistake.Also just so its clear the agrees upon terms when getting the sales dress is as follows: I acknowledge that this item is sold as-is and has undergone a quality check, but it may have minor imperfections. This sale is final, with no returns or refunds. Obviously there was no quality check and the wrong size being sent doesnt fall under minor imperfections. I paid for the size 16, I want the dress I paid for for the price I had agreed upon initially. Going against that is going against contract between business and consumer. Please rectify appropriately.

  

  Business response

  12/04/2024

  Hello *****,

  Thank you for your feedback. We sincerely apologize for the mix-up with your order and understand the frustration it has caused. We are committed to making this right. To resolve this, we have refunded you $136.37 so that you can purchase the dress you originally ordered.

  Thank you for your patience, and we appreciate your understanding as we work to improve your experience.

  Customer response

  12/06/2024

   
  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. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a dress from Azazie for an upcoming wedding . Ordered size 16 the merchant sends size 12 . I initiate a refund for wrong size and return the dress . They send an email stating that they have received the dress and will process a refund. Couple of days later I receive a email that I returned the wrong size dress and they will not give refund . I emailed them stating the reason I returned the dress because you sent the wrong size in the beginning . Long story short they decided to keep the dress, not refund me money because of their mistake.

  

  Business response

  10/07/2024

  Hello, 

  A refund will not be given and the dress was not offered to be shipped back because it was an unauthorized return received over 220 days past the delivery date which is outside the return window.  As stated in our Return Policy; https://customerservice.azazie.com/en/articles/9508917-return-policy

  ?? Please Note: Azazie will not replace, return, refund, or otherwise compensate you for any unauthorized returns or non-Azazie items that you may have accidentally sent to us.

  As is the case with any unauthorized return, many of these items are donated or recycled when received. We may be able to locate the item and if we still have it can ship it back at the customer's expense. 

  Furthermore, to clarify the customers claims of the incorrect dress being sent.  The customer is attempting to commit fraud as the dress she claimed to incorrectly receive was from her order delivered over 220 days ago.  Azazie is able to track dresses based on their unique sku. The size 12 was received over 220 days ago in order ZZ8313138104 not your new order ZZ6410118830 which contained the size 16.  

  Thank you, 

  Azazie Management. 

  Customer response

  10/08/2024

   
  Complaint: 22383100
  
  I am rejecting this response because:
  
  Sincerely,
  
  Shawanda Witherspoon

  Customer response

  10/09/2024

  Customer does not agree with the false allegations the merchant is alleging. I sent back what I received.  Therefore, since the merchant is refusing to issue refund I would like the dress returned and not at my expense because of the merchant mistake . You can't take a customer returned product and keep the money as well, bad business practices and illegal.

  

  Business response

  10/09/2024

  Hello, 
  A refund will not be given and the dress was not offered to be shipped back because it was an unauthorized return received over 220 days past the delivery date which is outside the return window.  As stated in our Return Policy; https://customerservice.azazie.com/en/articles/9508917-return-policy  "Please Note: Azazie will not replace, return, refund, or otherwise compensate you for any unauthorized returns or non-Azazie items that you may have accidentally sent to us."

  Furthermore, to clarify the customers claims of the incorrect dress being sent.  The customer is attempting to commit fraud as the dress she claimed to incorrectly receive was from her order delivered over 220 days ago.  Azazie is able to track dresses based on their unique sku. The size 12 was received over 220 days ago in order ZZ8313138104 not your new order ZZ6410118830 which contained the size 16.  

  As is the case with any unauthorized return, many of these items are donated or recycled when received. If we are able to locate the item we can ship it back at the customer's expense, if the customer would like? 
  

  Thank you, 

   Azazie Management. 

  Customer response

  10/15/2024

   
  Complaint: 22383100
  
  I am rejecting this response because: the company is a fraud and will never do business with them again.  Also I will tell others to not do business with them .
  
  Sincerely,
  
  Shawanda Witherspoon

• Initial Complaint

  10/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau,I am filing a complaint against Azazie regarding their refusal to provide a refund for an item that was not as described, as well as their unjustified suspension of my account after a resolved chargeback case with AMEX. Here are the details of the situation:1.Order Details: I purchased a custom dress that did not match the description provided. The color was much lighter than expected, and the custom sizing was completely inaccurate.2.Chargeback Initiated: When Azazie refused to offer a return or refund for this misrepresented item, I initiated a chargeback with AMEX, which I used to pay for the dress.3.Chargeback Resolution: Amex reviewd and concluded that the charge was valid. They informed me electronically and via phsical mail that the case was closed and Azazies charge would remain.4.Account Blocked: After the chargeback was resolved, Azazie blocked my account, citing suspicious activity. I provided them with multiple confirmations from **************** showing that the case was closed, yet Azazie insisted the chargeback was still open on their end and refused to reinstate my **************** Refusal to Refund or Resolve: Despite the overwhelming evidence that the chargeback case is closed, Azazie continues to block my account and refuses to provide a refund for the dress, leaving me without a proper ************* this point, I am requesting a full refund of $161.34 for the item, as reinstating the account is now pointless. I no longer wish to be a returning customer due to the frustrating experience, lack of professionalism, and what I believe to be unethical business practices. Azazie appears to be fraudulently labeling items as custom to avoid processing refunds, even when the product is clearly not as ordered.I would appreciate the BBBs assistance, given the *************************** with this company. I can provide additional documentation of everything if required

  

  Business response

  10/07/2024

  Dear *******,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration you've experienced. However, we'd like to provide some clarity regarding your recent order and the current status of your account:
  
  1) Custom Product Order: The dress you ordered was custom-made according to the specifications you provided. Custom orders are tailored specifically for each customer, which is why they typically don't qualify for returns.
  
  2) **************** Interaction: Our records indicate that you initially refused to participate in our standard investigation process for the reported issues. The team began with the color issue, we offered to send a swatch for color verification, but this offer was declined.
  
  3) Chargeback Initiation: You filed a chargeback with **** before we could fully resolve your complaint. This action resulted in an automatic flag on your account for potential fraud, as per our standard procedures.
  
  4) Chargeback Resolution: Although **** concluded that the charge was valid, the chargeback case remains open on our end and is still under review. This process can take up to 90 days to resolve fully.
  
  5) Account Status: Due to the pending chargeback, your account was automatically marked as having "suspicious activity." This status will remain until the chargeback case is closed on our end.
  
  We appreciate your understanding and patience as we work through this process. Unfortunately, we are unable to reinstate your account or process a refund until the chargeback is fully resolved. We thank you for the documentation you have provided and will continue to update you on the progress of the case.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our customer service team to complete the color and sizing investigations. Until this is done and the chargeback complete no further action will be taken. 
  
  Sincerely,

  Azazie Management 

  Customer response

  10/08/2024

   
  Complaint: 22382815
  
  I am rejecting this response because:
  

  1. Custom Product Order: While I understand that the dress was labeled as a custom order, the item I received was not as described. The color was significantly different from what was advertised, and the custom sizing was completely off. Whether custom or not, I am entitled to receive a product that matches the description, and in this case, it clearly did not. Claiming that this dress was "custom" to avoid addressing the issue feels like a deliberate attempt to deny my valid request for a refund.

  2. **************** Interaction: Your claim that I refused to participate in the investigation is misleading. I did not decline the investigation itself; I declined your offer of a swatch because this was not a reasonable solution given the time-sensitive nature of my event. My event date was fast approaching, and waiting for a swatch to verify the color would have been impractical. I made it clear that the dress was unusable for my event and requested an alternative resolution, which your team failed to provide.
  

  3. Chargeback Initiation: I initiated the chargeback only after it became evident that Azazie was unwilling to provide a timely or appropriate resolution to my complaint. I exercised my right as a consumer to file a chargeback when faced with a product that was not as described and an unhelpful resolution process. I provided you with multiple confirmations from American Express that the chargeback case was closed, and the charge was confirmed as valid. Your refusal to acknowledge this and your claim that the case remains open on your end is simply a delay tactic.
  

  4. Chargeback Resolution: **************** has clearly confirmed that the chargeback case is closed and that your charge remains valid. Despite this, you continue to insist that the case is unresolved on your end and claim it could take up to 90 days. This ongoing delay is unacceptable, and I believe it is being used as an excuse to avoid processing my refund.

  5. Account Status: Blocking my account for "suspicious activity" due to a legitimate chargeback is unjustified. I have cooperated fully, provided evidence, and acted in good faith. Blocking my account feels punitive and retaliatory, which is especially inappropriate given that I followed all necessary steps and **************** has confirmed the chargeback is resolved.

  At this point, reinstating my account is pointless, as I no longer wish to be a customer of ********************** due to the frustration, lack of professionalism, and unethical business practices I have encountered. Your refusal to address my concerns and continued delays are unacceptable.
  

  Sincerely,
  ******* **

  

  Business response

  10/09/2024

  Dear *******,
  Thank you for your detailed response. I understand the frustration you've experienced, and I want to work towards a resolution.

  While custom orders typically don't qualify for returns, we certainly want to ensure that the product you receive matches your expectations. If you're still seeking a refund, we kindly ask that you work with our customer service team, believe you have been speaking with *****, to complete the investigation and verify that the dress was made incorrectly. This includes verifying the color and size matching the provided confirmation.

  To move forward, we need your cooperation to verify the dress was made incorrectly. Once this is completed and the chargeback is fully resolved, we can proceed with the appropriate steps to address your concerns.

  Please contact our customer service team to complete the color and sizing investigation. Your understanding and patience are greatly appreciated as we work through this process.

  Sincerely,
  Azazie Management

  Customer response

  10/18/2024

   
  Complaint: 22382815
   
  Hello, 

  
  Thank you for your response, but at this point, I must decline any further investigation or cooperation with your customer service team. I have already made multiple attempts to resolve this issue, and you initially refused to provide a reasonable solution when I needed it most. Now, asking me to participate in a lengthy process is simply a waste of my time, as this matter should have been addressed from the beginning.
  
  I have provided you with ample documentation confirming that the chargeback case is closed and that **************** has ruled in your favor. There is no valid reason to delay the refund process any further, and I find it unacceptable that you are only now offering to verify the color and sizing after initially refusing to take action.
  
  I do not wish to continue working with your team to investigate something that was apparent from the start: the product did not meet the advertised specifications. At this point, I am not interested in continuing any further interactions or investigations, as my experience with Azazie has been frustrating, unprofessional, and drawn out unnecessarily.
  
  My request remains the same: I expect a full refund of $161.34 for the dress, and I ask that this refund be processed immediately. I no longer wish to be a customer of **********************, and I have lost confidence in your companys ability to resolve issues in a timely and fair manner.
  
  Please confirm when my refund will be processed so that we can bring this matter to a close. 
  
  Sincerely,
  
  *******

  

  Business response

  10/22/2024

  Dear *******,
  Thank you for your detailed response. I understand the frustration you've experienced, and I want to work towards a resolution.

  While custom orders typically don't qualify for returns, we certainly want to ensure that the product you receive matches your expectations. If you're still seeking a refund, we kindly ask that you work with our customer service team, believe you have been speaking with *****, to complete the investigation and verify that the dress was made incorrectly. This includes verifying the color and size matching the provided confirmation.

  To move forward, we need your cooperation to verify the dress was made incorrectly. Once this is completed and the chargeback is fully resolved, we can proceed with the appropriate steps to address your concerns.

  Please contact our customer service team to complete the color and sizing investigation. Your understanding and patience are greatly appreciated as we work through this process.
  Sincerely,
  Azazie Management

  Customer response

  10/23/2024

   
  Complaint: 22382815
  
  
  Thank you for your response, but this ongoing back and forth has become increasingly frustrating and I reject your reply.  I have already worked with your customer service team multiple times, and I was under the impression that everything was being addressed. Ive done everything on my end, yet the issue is still unresolved.
  
  The fact remains: I received a product that was not as described, and Im simply asking for whats fair. Your repeated requests for further investigation, despite the case being closed by ****************, feel like stalling tactics. I should not be required to jump through more hoops to prove something that should have been addressed long ago.
  
  At this point, I expect a swift resolution either the refund or access to my account so this can be handled properly. Any further delays will only add to my dissatisfaction, and I hope that isnt the direction this continues to head.
  
  *******
  

  

  Business response

  10/24/2024

  Dear *******,
  I understand the frustration you've experienced, and I want to work towards a resolution.
  
  While custom orders typically don't qualify for returns, we certainly want to ensure that the product you receive matches your expectations. If you're still seeking a refund, we kindly ask that you work with our customer service team, believe you have been speaking with *****, to complete the investigation and verify that the dress was made incorrectly. This includes verifying the color and size matching the provided confirmation.
  
  To move forward, we need your cooperation to verify the dress was made incorrectly, you continue to refuse to do so. Once this is completed and the chargeback is fully resolved, we can proceed with the appropriate steps to address your concerns.
  
  Please contact our customer service team to complete the color and sizing investigation. Your understanding and patience are greatly appreciated as we work through this process.
  Sincerely,
  Azazie Management...

  Customer response

  10/28/2024

   
  Complaint: 22382815
  
  I am rejecting this response because:
  
  

  
  
  I am not willing to continue with further steps that only serve to waste my time. I have already provided photo evidence that the dress color was incorrect the first time I reached out to Azazie (check your records), yet Azazie keeps insisting on dragging this process out.
  
  
  Furthermore, I request actual evidencenot just written confirmationthat the chargeback is indeed still pending on your end. **************** has confirmed multiple times that the chargeback has been resolved, and I believe there may be a misrepresentation of its status by Azazie.
  
  
  Please provide this evidence and proceed toward a prompt resolution  
  

  Sincerely,
  
  ******* **

• Initial Complaint

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of Transaction: August 11, 2024 Amount Paid: $436.43 total ($369 for the dress, plus tax)What the Business Committed to Provide: Azazie was supposed to provide me with a wedding dress that I ordered, along with shoes and a dress bag.Nature of the Dispute: I ordered a wedding dress from Azazie on August 11, 2024, but when the package arrived, it only contained the shoes and a dress bagno wedding dress. Despite reaching out to customer service, ********************** has refused to either replace the dress or issue a refund. They claim to have footage of the dress being sent but refuse to share it.Furthermore, Azazie insists that the package was checked in **********, though the tracking information shows it was shipped from *****. The company has also refused to disclose the weight of the dress. I know the package weighed only 5.3 lbs when *** received it, and the box itself weighs 2.1 lbs, clearly indicating that the dress wasnt included.I was told a supervisors supervisor would contact me, but I have not received any follow-up. My wedding is next month, and I am now scrambling to find another dress because Azazie is not taking responsibility for the missing dress.This also ruined my photoshoot since I had to cancel on the photographer and won't get the deposit back.

  

  Business response

  09/19/2024

  Dear ****,
  Thank you for reaching out and providing us with the details regarding your recent order. I sincerely apologize for the distress this situation has caused, especially with your wedding approaching.
  
  Upon review, we have confirmed that your order was carefully checked and packed before shipping. Although we do not share CCTV footage, I can assure you that the footage verifies the dress was included in the package. The total weight of the shipment aligns with the combined weight of the dress, shoes, and other items sent to you. To clarify, the weight breakdown is as follows: the shoes weigh approximately ***** KG, and the dress weighs ***** KG. Along with the packaging materials, this matches the recorded weight of the shipment as we provided and confirmed at time it was packed as compared to the shipped weight confirmed by the carrier. 
  
  I understand the importance of receiving your items as expected, and while we have done everything possible to verify that the dress was included, I realize this outcome is frustrating. Despite our confirmation of the dress being received,  in an effort to offer a solution we requested photos of the bride's measurements to verify sizing for a potential remake, but unfortunately, these photos have not yet been provided. In order for us to further assist you, we would still need this information to proceed with any remake request.
  
  Sincerely,
  Azazie Management

  Customer response

  09/20/2024

  Dear Azazie Management,

  
  

  Thank you for your response, but I must correct a few key points.

  
  

  First, the weight breakdown you provided for the dress seems highly inaccurate. You claim the dress weighs only 1.5 lbs (***** kg), but based on my research and experience, most wedding dresses, even on the low end, weigh at least 3 lbs. I am almost certain the weight you provided is incorrect and does not account for a full wedding dress being in the package. The box weighs about 2.1 pounds. 

  
  

  Additionally, I was never informed about a potential remake or replacement option until this message. Instead, I was only offered a discounted try-on dress, which is not an acceptable solution. Given the tight timeframe, I was forced to order a dress from ****** and have it altered, as I couldnt afford to wait any longer without a dress for my wedding.

  
  

  At this point, I am requesting a full refund for the missing dress. The stress of this situation has added to the pressure of planning my wedding, and I need this matter resolved quickly and fairly.

  
  

  If no resolution is provided, I will have no choice but to initiate a chargeback for the full amount through my bank.

  
  

  I look forward to your prompt resolution.

  
  

  Sincerely,

  ****

  

  Business response

  09/25/2024

  Dear ****,
  Thank you for your email, and I understand your concerns. However, Id like to clarify a few key points regarding your order.First, regarding the weight of the dress, the weight of 1.5 lbs (***** kg) that we provided is accurate. The dress was made to custom specifications, including a hollow-to-floor measurement of 51"+ 2" extra length, which is nearly 9 inches shorter than a standard wedding dress. This customization significantly reduces the amount of fabric, and as a result, the overall weight is lower than a typical full-length wedding dress. The shoes and box accounted for the remaining weight, which was confirmed by our weighing at the time of packing and by the carrier, who successfully delivered the package.

  Additionally, based on the your estimates, where the box weighs 2.1 lbs and the dress is estimated at 3 lbs, these two items total combined weight is 5.1 lbs. Given the confirmed total package weight of 5.3 lbs, this would mean the shoes and their box could only weigh approximately 0.2 lbs, which is impossible.

  Furthermore, we sent an email on September 12 at 4:41 PM to the email address associated with your order, offering a potential remake based on your custom measurements once confirmed. We regret that no response was received to this communication. Alongside this, we also offered a discounted try-on dress as a way to assist with your situation, well before this message. We apologize if there was any confusion regarding these options, but we did make every effort to provide solutions to address your concerns early on.

  I understand the stress of planning a wedding, and I sincerely apologize that you had to source a replacement under these circumstances. However, the dress was shipped as confirmed in our records, and the shipping weight and carriers delivery confirmation align with the details weve provided. Based on this, a full refund would not be applicable for a custom-sized item that was made and delivered.

  Regards, 

  Azazie Management

  Customer response

  09/26/2024

   
  Complaint: 22301031
  
  We never got the email for the replacement and your agent never offered it. Please send a replacement using the measurements when the order was placed. When will this wedding dress get here? The wedding is the 27th of October. 
  
  Sincerely,
  
  **** *****

  

  Business response

  10/04/2024

  Hello,
  
  We have proceeded with issuing a refund for your wedding dress in the amount of $369.00 from order ZZ3880693573 so you can shop locally. 
  
  Have a good day,
  Azazie Management

  Customer response

  10/07/2024

   
  Complaint: 22301031
  
  I am appreciate the refund for the dress. But we did not get a refund of the tax of the dress. Please refund the tax also.
  
  Sincerely,
  
  **** *****

  

  Business response

  10/14/2024

  Hello ****, 

  The tax of 29.52 USD has been credited back. 

  Thank you, 
  Azazie Management

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a bridesmaid dress through Azazie that came made incorrectly. You were unable to tell just how incorrectly until the seamstress looked at it. When you walk in the dress, the zipper inverts and makes it look like it is stuck in your rear end. I emailed for a refund, they would only give $35 which doesn't cover the dress cost at all and told me my new dresses I ordered to replace this one had been shipped but they've been sitting in pre-shipment for 4+ days. Azazie will not return my emails and I think they need to provide a better resolution for this issue. The error is on the company side and we should not be out over $300 because of THEIR error.

  

  Business response

  08/23/2024

  Hello Kyla, 

  In looking at your ticket details it appears there was a delay in communication as the Supervisor you were working with was out of the office. If she has not already she will be replying today regarding your refund. 

  Thank you, 
  Azazie Management

  Customer response

  08/27/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dress through Azazie using Klarna. My order was taken and payment was withheld/withdrawn and ****** says my order is processing. It has been 1 week and the with held amount disappeared from my bank but my money reflects it was taken out still. I contacted Azazie, they have no order. ****** says it cant do anything until Azazie cancels the order but they dont see an order. I just want to know where my missing funds are.

  

  Business response

  08/15/2024

  Hello Shae,

  Based on your interaction with the **************** team today, ticket #****** it would appear all has been cleared up as your email was initially entered incorrectly at the time of your order.  If anything further is needed please continue to work with the *************** team. 

  Thank you, 

   Azazie Management

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered inexpensive fabric swatches from Azazie on July 26, 2024. A $99 dress was also added to my shopping cart and ordered, but I did not look at any dresses or purposely add it to the cart and order it. My ****** account was charged for it without my knowledge and shipped to me. I explained that this was not intentional, and Azazie is refusing to refund my money for their mistake, and allow me to return the dress. Please assist in resolving this issue

  

  Business response

  08/13/2024

  Hello *****,

  Thank you for reaching out and sharing your concerns. I have thoroughly reviewed your case and would like to provide some clarity.

  
  During our checkout process, several steps ensure that customers are fully aware of their order details. Here are the key points relevant to your situation:
  
  System Checks: Our system indicates that the swatches and the dress were added to your cart on separate occasions but merged with the new items upon checkout and confirmed by you through multiple steps as outlined below.
  Custom Orders Non-Returnable: When placing an order for a custom-sized dress, our system requires multiple confirmations from the customer. This includes agreeing to our policy that custom orders are non-returnable. These confirmations are designed to prevent any accidental orders.
  Order Confirmation Steps: Before finalizing a purchase, customers must confirm the items in their cart and the total amount to be paid. Additionally, the order details, including the dress, would have been displayed during the checkout process, in the ****** payment confirmation, and in the order confirmation email sent to you.
  Customer Review Opportunity: There were multiple opportunities for you to review your order before completing the purchase. The detailed breakdown of the items, including the custom dress, would have been visible.

  
  Given these factors, it is evident that our system functioned correctly and provided ample opportunity for you to review and confirm your order before payment. Unfortunately, as per our policy, we cannot accept returns for custom-sized dresses.

  We understand this might not be the resolution you were hoping for. In an effort to help you in this case what we can do is make an exception to provide you with a $50 refund on the dress to help as the dress cannot be resold since it was custom sizing.Thank you for your understanding. Someone from our **************** team will be reaching out to you regarding this refund. 

  Thank you for your understanding. 

  Azazie Management. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On june 13 2024 I bought my wedding gown and three bridesmaid dresses from the Azazie website. I had my sisters made with their custom sizing optionI recieved the dress and my sister put it on and its huge. We remeasured her and made sure the measurements we provided were correct. Which they are. Then we measured the dress and the measurements are not correct for the dress. I have contacted them and they got me to provide pictures of her in the dress and measurements. Once I sent the pictures they have now stopped any and all contact. They told me they would pay maximum 70$ for alterations but it would be way more than that. When I measured the dress and put the measurements next to the sizing it chart, it seems they have just sent me there size 14 and slapped a custom size sticker on the tag. I entered the total amount paid for the order. The dress itself was $139.00 plus tax (Canadian)

  

  Business response

  08/05/2024

  Hello *******,

  Someone from our cusomer service team has reached out to you.  You can work with the directly to resolve the matter. 

  Azazie Management

*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. ↩