Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered an 2 items back in september that totaled 135.00. One of the items I returned was originally on the website for $69.99. When I checked my transaction statements I saw that they only refunded me 32.00 on that returned item. I called the number and spoke to a woman named ***** who put me on "hold" to speak to the online credit department. I was on hold for 10 minutes and they hung up. I called back again and spoke to ***** and she said she would stay on the line with me until the other department picked up. She stayed on then hung up on me. I called a third time and told her that this is ridiculous. I was only given a less than 50% refund on my account and she had me hold again and again she hung up. I've been purchasing from venus for years but it stops today. They are cancelling all credit cards and will not get a drop of money from me again. I just wanted to know why was my refund so small and ***** kept hanging up!! Ridiculous and I honestly think its ***** financial who is the one back charging incorrectly. Shame on Venus and ***** Financial.

  Customer response

  01/30/2025

  My address is **** ***** ******* *** **** ************* ************ ******

  I was required in the email to provide my address.

  Business response

  02/06/2025

  We appreciate the opportunity to address Ms. ******** ******* concerns regarding her recent experience with Venus and her return refund.

  First and foremost, we sincerely apologize for the frustration she encountered and any inconvenience caused during her attempts to seek assistance. We value Ms. ******* loyalty as a long-time customer and are disappointed to hear of her dissatisfaction.

  Upon investigation, we found that Ms. ***** may have interacted with a representative from ***** Financial, which handles our private label credit card. We have shared her feedback with them to ensure they review and address her concerns appropriately.

  After reviewing her refund inquiry and speaking with her directly, we were able to clarify the breakdown of her refund, which aligned with the promotional offer applied to her order. Once we explained how the charges and returns were calculated, Ms. ***** was understanding and appreciated the explanation.

  While we confirmed that everything was processed correctly, as a courtesy, we refunded the $8.95 return fee (reference **********) to ensure her satisfaction.

  Ms. ***** was pleasant and understanding during our conversation, and we're happy to have resolved her concerns. We value her loyalty and look forward to continuing to serve her.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase with Venus today 1/15/25 for a few items that were out of stock during the holidays last year in December 2024. I received a notification that the items were back in stock and that was even the reason for me even visiting the site. The order total was $139.98 which i usually had the option of even doing payments in increments. However that was not the case. While checking my email for my order confirmation I noticed an email that Venus apparently sent me a few days ago which was for Members only to receive 30% off your order along with free shipping over $75 which i did receive. I contacted Venus customer service to see if there were anyway I could use my offer code whether to cancel the order or place a new . Only to get poor service and being told that code expired last year December 30 2024. I told the rep no I just received this could 7 days ago which was 1/8/25 . Rep was not helpful only to tell me that he apparently sent my request to some dept to handle within 24-48 hours from I told him I wanted to resolve before item was shipped of course nothing. I then asked for a manager who himself was no better worse never tried to help with issue. I told him please cancel my order only to hear he can't. I was so disappointed with Venus having first issue with them and being a long existing customer. Even so he told me maybe I received my offer email late or something are you serious. He doesn't even recall any ******* ***** more less theirs expires within 24 hours which never specifics on the email or anything. How am I supposed to know this? I even told the so called manager I can send you a screenshot shot of what you sent me . He didn't care.I Then decided to call and speak to another rep only seems like Venus does not value their customers or satisfaction in anyway. The fact that my card was charged $139.98 when they could've simply helped is sad. I don't think I will ever order from again. I have attached the coupon below the description

  Business response

  01/22/2025

  We appreciate the opportunity to address Ms. ******** concerns regarding her recent experience with our company.

  We want to confirm that we have reached out to the customer, ******* ******* to address her concerns regarding her recent order with Venus. After reviewing her case, we clarified that the promotion she referenced, "*******," was valid at the time of her inquiry. While the email she sent to us did not include the full details typically displayed at the bottom of the email, we were able to verify the promotion and issued a refund on 1/20/25 to honor it.

  In addition to resolving the issue with her order (Order #*******1), we also sent Ms. ****** a $25 Venus gift card as a gesture of goodwill. This demonstrates our commitment to addressing her concerns and ensuring a better experience moving forward.

  We remain dedicated to resolving this matter and ensuring customer satisfaction. Should Ms. ****** require any further assistance, we are more than happy to provide support.

  Thank you again for allowing us to address Ms. ******’s concerns, and please let us know if there is anything else we can provide to assist with this inquiry.

  
  

• Initial Complaint

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a shirt from Venus Clothing. The shirt was $20 then add on tax and shipping came to $30. After trying it on I can tell it doesn't look right on me so I decided to ask for a refund. Venus wants to charge me $8.99 for a refund fee and then $1.95 for tax. After, the tax and shipping fee that I already paid when I bought the shirt I am left with a refund of $12.99, but that is before taking the shirt to the *** store. I would have to take the shirt to the *** store, which is 25 miles away from my house. So I would have use my gas money reducing the $12.99 refund amount to return the shirt. This is first time buying from Venus clothing and it left a bad taste in my mouth to order from them again.

  Business response

  01/07/2025

  We appreciate the opportunity to address Ms. ******** concerns regarding her recent experience with our company.

  We want to confirm that we have reached out to the customer, ****** ******, to address her concerns regarding her first purchase with Venus. We attempted to contact her twice by phone before following up with an email to ensure her concerns were acknowledged and addressed promptly.

  In our correspondence, we clarified the details of our return policy and informed ****** that we would waive the $8.95 return fee as a one-time courtesy if she chooses to proceed with a refund instead of an exchange. Additionally, we have already issued a refund for the initial shipping fee.

  We remain committed to resolving this matter and ensuring a satisfactory outcome for the customer. Should ****** require further assistance, we are happy to support her.

  Thanks again for allowing us to look into Ms. ******** concerns and please let us know if there is anything else we can provide to assist with this inquiry.

  
  

• Initial Complaint

  10/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a skirt from Venus and they automatically sent it to a nephew in *****. I cannot fathom where they got that address because anything I would order from this company would come directly to me in CRANBERRY Twp of ************ when I called the **************** *** on Tuesday, October 8 at approximately 7:50 PM. He told me there is nothing they could do yet. I only ordered it 20 minutes prior and it was going to my nephews old home in ***** when I asked if it could be stopped or switched and changed back to me. He said there was nothing they could do. It was too bad. It was my browser And I need this issue rectified immediately

  Business response

  10/14/2024

  We appreciate the opportunity to address ************** concerns regarding her recent experience with our company.Providing an excellent customer experience is the top priority for our company,and we truly appreciate Ms. *********** feedback.

  
  Upon receiving the concerns, we contacted ****** *********** directly to address the issue regarding an order that was mistakenly shipped to a default address. It appears that the address is associated with her account, which looks like it may be under the name of her nephew. This may have contributed to the confusion, especially since her email address is linked to that account.

  
  We explained that once an order is placed, unfortunately, no changes can be made due to our systems quick processing. To rectify the situation, we processed a full refund for the skirt and offered a $50 gift card as an apology for the inconvenience. We appreciate the opportunity to resolve this matter and ensure customer satisfaction.

  
  Thanks again for allowing us to look into Ms. ************ concerns.

  Customer response

  10/21/2024

  Venus finally refunded my money and gave me a $50 gift card

  Thank you

• Initial Complaint

  09/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  First, Id like to say Ive been buying clothes from Venus for roughly 20 years. Ive always had a great experience with the quality of clothes as well as the fit excluding a couple of items here or there that mightve not fit exactly how Id like them. I placed an order to Venus a couple months ago and the items did not fit how I liked so I returned them. Venus has always had a free return policy until just recently theyre charging almost $12 to return an item. First they say its $8.99 but then they say it was a promotional shipping so they charge you additional money for a return. Shame on me because last time when I ordered, I said that was it. Ill never order from Venus again, but silly me I forgot. I just had another order deliver from them and need to return the items. Their quality of clothes used to be amazing. I still have dresses from years ago that I wear and still get tons of compliments on that. They have held up well and look just as good as the day that I bought them. However, these last two orders and more specifically this last one, the quality of items is HORRID. The dresses that I got do not fit over my chest and I actually ordered a size up. Their sizing is way off the quality the seams the fit is all trash lately. Their dresses now remind me of the clothes, my teenage daughter orders from *****. THIS IS VERY DISAPPOINTING FROM VENUS. I WILL NO LONGER BE ORDERING CLOTHES FROM THEM AS THEY CHANGED SOMETHING THAT THEYRE DOING OR THEIR MANUFACTURING COMPANY AND ITS SOME OF THE WORST CLOTHING THAT *** EVER SEEN COME FROM THIS COMPANY. Extremely disappointed as a longtime customer.

  Business response

  09/27/2024

  We are writing to address the concerns submitted by ***** ***** regarding her recent experience with Venus. We take customer feedback very seriously and appreciate the opportunity to respond.

  We acknowledge Ms. ******* long-standing loyalty as a customer for the past **************************************************************************************************************** response to her concerns, we have shared her feedback with our merchandise team to ensure they know her experience.

  We explained to Ms. ***** that while we have made updates to our pricing and processes, including our return procedures, the return label fee has always applied unless the customer chooses to handle the return independently via their preferred mailing service. To address her specific situation, we agreed to refund the $6.95 return fee and the $4.95 promotional shipping fee to her original form of payment.

  Additionally, as an apology for her experience, we are sending her a $50 Venus Gift Card, hoping she will consider giving us another opportunity to provide the quality she expects and deserves.

  Please let us know if you need any further information regarding this matter.

  Thank you for your attention.

  Best regards,
  Venus ************* Team
  

  
  

  Business response

  09/30/2024

  We are writing to address the concerns submitted by ***** ***** regarding her recent experience with Venus. We take customer feedback very seriously and appreciate the opportunity to respond.

  We acknowledge Ms. ******* long-standing loyalty as a customer for the past **************************************************************************************************************** response to her concerns, we have shared her feedback with our merchandise team to ensure they know her experience.

  We explained to Ms. ***** that while we have made updates to our pricing and processes, including our return procedures, the return label fee has always applied unless the customer chooses to handle the return independently via their preferred mailing service. To address her specific situation, we agreed to refund the $6.95 return fee and the $4.95 promotional shipping fee to her original form of payment.

  Additionally, as an apology for her experience, we are sending her a $50 Venus Gift Card, hoping she will consider giving us another opportunity to provide the quality she expects and deserves.

  Please let us know if you need any further information regarding this matter.

  Thank you for your attention.

  Best regards,
  Venus ************* Team

  Customer response

  09/30/2024

  No further action needed. 
  My hope is they return to the same quality they used to be. I understand changing manufacturing however if quality is this drastically affected then different choices should be made by top leadership. 
  
  
  Its quite possible I never noticed the return label fee all these years as I generally do not return items to this company except as stated in original post. Which clearly says something about original quality and sizing. I always kept all items and was satisfied. 
  
  
  Kind gesture of Venus to refund fee and offer a gift card. I will see how things go. 
  Too soon to tell what will happen. But kuddos on attempting to retain a long time customer as you dont see that often with large corporations. 
  
  
  Thank you 
  

  Customer response

  09/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***** *****

  No further action needed. 
  My hope is they return to the same quality they used to be. I understand changing manufacturing however if quality is this drastically affected then different choices should be made by top leadership. 
  
  
  Its quite possible I never noticed the return label fee all these years as I generally do not return items to this company except as stated in original post. Which clearly says something about original quality and sizing. I always kept all items and was satisfied. 
  
  
  Kind gesture of Venus to refund fee and offer a gift card. I will see how things go. 
  Too soon to tell what will happen. But kuddos on attempting to retain a long time customer as you dont see that often with large corporations.
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I spent about 1.5 hr trying to place an order on line talking to a representative then finally a supervisor by the name of *****. She was trying to get all rewards/discounts applied to my order. She could not get a $5.00 credit to my account so she told me to place the order and she would refund my credit card the $5.00. She stayed on the phone as i placed it The credit has not been applied. I reached out to Venus and requested a supervisor to call me. No one has. In the mean time an agent called and Said she cant hold my order any longer and that I have to place a new order. My order was to arrive that same day according to tracking information. I called venus and told them I never put my order on hold nor did I give venus permission to do so. I requested a call back as to what's going on with my order and why. I never received a call back. Later that day, my order was delivered. The company is all messed up. I still need my $5.00 credit.

  Business response

  09/10/2024

  We appreciate the opportunity to address Ms. ******* concerns.

  
  **************** reported issues with her experience involving our customer service team, difficulties applying a $5 credit to her recent order, and a lack of follow-up. This does not meet the standard of service we strive to provide,and we regret the frustration this has caused.

  After a conversation with ****************, we processed a refund of $5.28 to cover the credit she was promised. Additionally, as a token of our appreciation for her patience, we have issued a $25 gift card for use on a future purchase and are offering free express shipping on her next order.

  We sincerely apologize for any inconvenience or frustration **************** has experienced. We value her as a customer and appreciate her patience as we work to resolve these issues.

  
  

  Customer response

  09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

• Initial Complaint

  08/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The website was updated last month, but you cannot use your Venus credit card, any credits, or gift cards. This is the 2nd time I ordered anticipating using $200 in credits, and was unable to use them. Canceled my order.When is the website being fixed??? I will not order again until you do, and I spend over $4k a year on your website.

  Business response

  08/29/2024

  We appreciate the opportunity to address ****************** concerns regarding her recent experience with our website. Providing an excellent customer experience is the top priority for our company, and we truly appreciate ****************** feedback.

  We understand that **************** was unable to use her Venus Credit Card during our recent website transition. We acknowledge that this must have been frustrating, especially given her significant annual spending with us.

  We apologize for the inconvenience and want to assure *************** that we have now restored the functionality for Venus Credit Cards.Additionally, we have reached out to **************** by phone to assist her with placing her order, and we are pleased to confirm that her order was successfully processed.

  We appreciate ****************** patience during this transition and once again apologize for any inconvenience or frustration this has caused. 

  Thank you for allowing us to look into ***************** concerns. 

   

  Business response

  08/29/2024

  We appreciate the opportunity to address ****************** concerns regarding her recent experience with our website. Providing an excellent customer experience is the top priority for our company, and we truly appreciate ****************** feedback.

  We understand that **************** was unable to use her Venus Credit Card during our recent website transition. We acknowledge that this must have been frustrating, especially given her significant annual spending with us.

  We apologize for the inconvenience and want to assure **************** that we have now restored the functionality for Venus Credit Cards. Additionally, we have reached out to **************** by phone to assist her with placing her order, and we are pleased to confirm that her order was successfully processed.

  We appreciate ****************** patience during this transition and once again apologize for any inconvenience or frustration this has caused. 

  Thank you for allowing us to look into ***************** concerns. 

• Initial Complaint

  08/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  see Attached document
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  Customer response

  08/22/2024

  To Whom it may concern:

  My name is ***** **** and I am 78 ½ years old. I do not have a computer, cell phone, or tablet. Just a land phone.

  I am having trouble with a company. Creating L **** ***** ***** ***** ************* ** ***** Phone **************- Time 8AM to 11 PM EST even on Sunday and Public Holiday ***************** .

  This is my first time I am ordering from this company. On the back of the Book customer no.******* offer code ******** ***** **** or current resident *** ******** *** * ** ** ***********

  On July 13, I was looking at the book and saw what I would like in cloths from them. Pag 16 Top with round neckline 100% cotton-color chalk mint ****** MJ size 22 P $12.00

  Page 66- green strips top ***********-$16.00, size 22P

  Page 75-Soft war sweater with round neckline size 22P color Bordeaux 43460 BORD $22.00

  If you bought $30.00 or more, you did not have to pay for shipping.

  $50.00-$4.00 NYS Tax total $54.00

  I am homebound, so I sent my son John to get me a US POST OFFICE money order. Post Office *** **** *** *** **** ********** phone ************ (July 15, 24) time 11:13 AM money order number *********** mail tracking number #************************. The envelope had my reture address on it.

  They should have gotten it July 22, or July 29, 2024. I called them Aug 12. They said they could not find the money order or a package in the warehouse with my name on it. If they did not get it, It should have come back on the mail, with my return address on the envelope. With my money order inside.

  They told me to call ack first Aug 16 or Monday Aug 19, to see if they found the money order or a package.

  There phone was working find till I gave them my name and why! I was calling they said something wrong with there phone they could not here me. I call again same thing happen.

  What can I do? Or am I out the money? And the cloths?

  Your Truly

  ***** ****

  Business response

  08/27/2024

  We appreciate the opportunity to address Ms. ****** concerns regarding her recent experience with our company. Providing an excellent customer experience is the top priority for our company, and we truly appreciate Ms. ****** feedback.
  Ms. **** expressed her concerns about the status of her order and the poor customer service she received, and we apologize for any inconvenience or frustration she has experienced.
  Upon reviewing her account history, we discovered that the order was placed on August 20, 2024, and shipped on August 21, 2024. When tracking the order, it is due to be delivered on August 29, 2024.  
  Once again, we apologize for any inconvenience or frustration Ms. **** has experienced throughout this process. We value her as a customer and appreciate her patience as we work to address her concerns.
  

  Thanks again for allowing us to look into Ms. ****** concerns.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m following a complaint based on the fact that you have agents there completing orders without my permission I was charged for a jumpsuit twice. The manager intern put in the jumpsuit with the discount and this all stemmed a spiral effect of these late charges that you guys are saying I made the payment on the 17th each month and you’re telling me that my payment was made after your cut off time I live in Illinois. I called and spoke to a supervisor that was extremely nasty saying that he cannot do anything because it was a late fee credit back in July of last year, OK that is absolutely insane. I’m paying you on time and you’re telling me that I’m not paying you and your credit in my payment on the next day I will be filing a complaint with the CFPB as well. This is ridiculous. I’m not giving you $70 for something that I’m paying you on time after this I will be there definitely closing this account. This is insane. This is a scam that you’re scamming somebody for and then you have representatives on the line that cannot assist and help anyone.

  Business response

  07/03/2024

  We appreciate the opportunity to address Ms. ******** concerns.
  
  Ms. ****** expressed issues with a duplicated order/charge on her Venus credit card, the timing of payment to ******** Bank, and two late fees of $35 each. She also reported unacceptable customer service from one of our agents and a supervisor at ******** Bank.
  
  We sincerely apologize for Ms. ******'s experience. We acknowledge our error and have taken steps to rectify it. Ms. ****** received a full refund of $84.37 on 4/11/24 for the erroneous order and a full refund of $45.45 on 5/8/24 for the correct order. We contacted Ms. ****** by phone to apologize and informed her that, while we cannot assist with credit account-related questions directly, we are committed to supporting her in any way we can. As part of this commitment, we refunded $70 to her Venus credit card for the late fees she was charged. Additionally, we offered her a $25 complimentary card as a gesture of goodwill.
  
  Please note that we do not service our private-label Venus credit card and do not have access to Ms. ******** credit card history, including payments and fees. The Venus credit card is issued and serviced by ******** Bank. We have escalated her concerns about the late fees and the rude supervisor to ******** Bank for review and resolution.
  
  Thank you again for bringing Ms. ******** concerns to our attention! 

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my balance off in full and was still charged a finance charge, this happened on 3 different occasions. I did not pay a minimum payment I paid the account off. The first incident it was a $2.04 charge the second was a $4.72 charge and this last on was a $2.04 charge again. When I asked for an explanation I was told it was interest charges because It is a revolving charge when you Pay the minimum, yet I paid the balance in full. The other explanation was that it was my **************** payment but I pointed out to them that it only applies if I have a balance and it is $1.99 for every $100 balance.I asked that this account be closed and was asked what the reason for this was.

  Business response

  06/27/2024

  We appreciate the opportunity to review ****************** concerns. 

  
  She communicated that after paying her credit card balance in full, ************* charged her finance charges three times and gave different explanations for the reasons for these charges. This resulted in *************** closing her credit card.

  
  We are so sorry about the experience **************** is describing. We do not service our private label Venus Credit Card and do not have access to ****************** credit card history, including payments and fees.The Venus Credit Card is issued and serviced by *************. Unfortunately,we are unable to assist with credit account-related questions, but we would like to assure her that we have escalated her concerns with ************* for review and resolution.

  
  Thanks again for allowing us to look into ****************** concerns!

  Customer response

  07/08/2024

  I know that Babies is trying to pass the buck by saying its the bank but, I have another card through ************* and I have never had this issue. I just paid the balance and was not charged again for finance or anything else

*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. ↩