Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  Venus is committing wire fraud. I had a store credit card which I tried to use and was declined at checkout. I received an email that said please call Venus or commenity bank. I called both businesses and was explained my card was decline for non use. I had not used this card since Jan 2022. The agent completed the call saying sorry and was nice. I went in and ordered the same exact order and place billing to my debit card. I received my order my money was processed and I thought that was the end of it. A week LATER i received an email stating my order would arrive today. Upon further investigation my non working venus store card was carded for the declined order. I never authorized this second transaction and when I called venus and comment it no one told me my non working card would then be reinstated and then processed again. To me this is fraud. I called Venus explain the story and they said i because I didnt cancel the original order thats why my non working card was ran, which in theory makes no sense. The company is blaming me for not cancelling an order that was unfulfillable from their standards since the card was decline and in non working use. Venus wanted to charge me to ship the items back to them getting an additional $6.95 from me. This is a PONZI scheme if I have ever seen one. I highly recommend investigating their business practices as this reals of fraud. I have now wasted much time/resources on chats, emails and calls and will waste more in heading to *** before I ever get my money back that I never authorized to have taken. Venus will never have me as a customer

  Business response

  06/14/2024

  June 13, 2024
  
  Thank you for forwarding Ms. ****** concerns to us for review.
  
  ************** communicated that her most recent order placed online was declined since she had not used her Venus Credit Card since January 2022. Therefore, she placed a second order using her debit card, as opposed to calling our customer service team to request a cancellation or change the method of payment as per the email instructions sent for declined payments.
  
  After further research, we found that ****************** Venus Credit Card is still closed. However, it was inadvertently charged for the declined order. A full refund was issued to her on 6/13/2024 without receiving the merchandise. We have since attempted to recall the package to prevent any inconvenience to her in returning the order. We have also left her a voicemail to contact us if she has any further questions.
  
  We encourage ************** to reach out to *************** to inquire about how this charge occurred on her closed account.
  
  We apologize for any inconvenience this situation has caused and appreciate her understanding as we work to resolve the matter.

  Customer response

  06/17/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21844702

  I am rejecting this response because: this is not the correct timeline of the events at matter. I did in fact call Venus and well as ************** who Carries the Venus store card. Upon speaking with both representatives at both locations I was told verbally that the card declined because it was closed. I would never have put in a second identical order the next day had it not declined. While on phone with the representative from Venus I was never told I would need to cancel a declined order or that my card would be tried again even though it was closed (why would one think otherwise) Venus has extremely deceptive business practices. Please investigate this company, to be told the card is closed in non working order only for them to reopen the card, process it and never notify me is extremely deceptive. I find it odd that the company could run the card (closed) refund a closed card and then close it again is wire fraud. 

  Regards,

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

  Business response

  06/21/2024

  We truly understand Ms. ****** concerns regarding the handling of her credit card and the processing of her orders. We acknowledge her Venus credit card account is closed, and the charge should never have been processed. We would like to assure her that we have escalated this matter for further investigation internally and with **************** to understand how this occurred.

  
  We have since spoken with ************** and processed a full refund for both the original order and the second order due to the issues she experienced.

  
  We deeply regret the dissatisfaction she encountered with the quality of our products, the customer experience, and the overall service. We understand how disappointing this was, particularly when our ************* Team did not resolve her concerns when she initially reached out.

  
  We hope ************** accepts our sincere apology. We appreciate her feedback and have taken her concerns seriously to improve our services.

  
  Thank you again for bringing Ms. ****** feedback to our attention. 

  Customer response

  06/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21844702

  I am rejecting this response because:

  Regards,

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

  Customer response

  06/24/2024

  Someone(employee) at Venus either has my social security number and opened the card or the company itself went in a fraudulently opened a closed card under my name. I have since talked with commenity bank and the creditor has advised me to follow up with identity theft.gov. Venus has called me to apologize however this is beyond an apology I will now have to call the my local authorities to start a police report which will in turn most likely result in having to hire a lawyer for wire fraud and identity theft by Venus. This has turned from trying to purchase a bathing suit to a federal crime. I do not accept the apology nor will the return of my funds be enough bc this now is going to result in a much larger case than the cost of a returned bathing suit. 

  Business response

  06/28/2024

  We deeply regret that our previous response did not address ****************** concerns adequately.

  Firstly, we want to assure her that we have launched a thorough investigation in cooperation with *************** to understand how this incident occurred and to ensure it does not happen again. The security and privacy of our customers are of utmost importance to us, and we are committed to resolving this matter promptly and transparently.

  We would like to clarify that Venus does not have access to social security numbers. The Venus Credit Card, which was opened in 2016 and subsequently closed due to inactivity, was charged in error. We are working diligently to determine how this occurred and prevent any recurrence.

  Please rest assured that we are treating this matter with the highest priority and urgency. We will keep ************** updated on the progress of our investigation and any findings.
  We sincerely apologize for this situation and are committed to doing everything in our power to resolve it to her satisfaction.

  Thank you again for bringing Ms. ****** feedback to our attention.

  Customer response

  07/01/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21844702

  I am rejecting this response because: no one has followed up on the internal investigation i received a call 6/24 to apologize but no details were divulged from their investigation. Venus having fraudulently opened and closed the Credit card has resulted in my credit score lowered for the closure of the card. I have now had to become a part of identity theft.org I do not think Venus is or has acted appropriately considering this is such an involuntary situation I have been placed in. This is no longer an accidental charge that they are trying to claim, now my credit score is affected because of their gross negligence. Could someone please provide me more information on how the BBB will move forward as well as emailing my case file so I may bring this to authorities. Thank you 

  Regards,

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

  Business response

  07/10/2024

  Venus Fashion now has additional information regarding this unfortunate situation, which information we are hopeful will satisfy ************** that we have taken her concerns seriously and deeply regret the issues.  Venus Fashion can confirm that the original charge as well as the incorrect charge to her Venus Credit Card have both been reimbursed via a credit, so ************** received her Venus order at no charge.
  
  Significantly, Venus Fashion does not administer the Venus Credit Card.  Rather, its partner ************* is the card issuer.  In her most recent submission to the BBB, ************** expressed concerns that her credit was adversely impacted by this situation.  Venus Fashion does not pull credit or otherwise make credit reports, so there has been no impact to her credit as a result of Venus Fashions conduct.  We have confirmed that the charge ************** attempted to make on her Venus Credit Card was initially rejected.  Although ************** completed her order using another method of payment, the charge later went through on her Venus Credit Card in error. Thus, the credits to both payment methods as referenced above have been processed.  ************* is aware of this situation, and Ms. ****** Venus Credit Card has since been closed per Ms. ****** request to *************.  

  Customer response

  07/10/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21844702

  I am rejecting this response because: My credit was absolutely effected but Venus. The credit card was opened fraudulently and upon me having to close the fraud card my credit was effected. Each time you close a credit card you credit score receives a lowered scored for having closed the credit. So yes Venus absolutely effected my credit in a negative way

  Regards,

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

  Customer response

  07/11/2024

  I have since contacted the **************************** as well as the Florida Attorney General

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 5-15-24 Venus fashion charge me too unauthorized charges of a refund charge and shipping charge which they did not inform me of and I want a refund. This is fraud. It totals $11.90 and I wouldn't refunded immediately.

  Business response

  05/21/2024

  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 return of fees, and we apologize for any inconvenience or frustration she has experienced.
  Upon reviewing her account history, we discovered that the return fees ($6.95) and the shipping promotion fell below the amount to receive free shipping ($4.95). We have taken immediate action to rectify the situation. We have processed a refund to Ms. ********* credit card in the amount of $11.90.

  
  Once again, we apologize for any inconvenience or frustration Ms. ******* has experienced throughout this change. 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.

  
  

  Customer response

  05/21/2024

  [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

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Beware of Venus Fashions Unreasonable Late Fees!I am utterly disappointed and frustrated with Venus Fashion! Despite my best efforts to be a conscientious customer, they charged me an outrageous late fee. I mailed my payment check a full two weeks before the due date, ensuring plenty of time for processing. Imagine my shock when I checked my statement to find a late fee tacked on! Attempts to resolve this issue with customer service have been fruitless, met with unhelpful responses and no resolution. This is no way to treat loyal customers. I advise anyone considering shopping with Venus Fashion to think twice unless you want to deal with unjust charges and poor service. Utterly unacceptable!I sent a check to pay my balance in full for $52 and change on April 4, 2024. My bill was not due till April 19, 2024 Just like today, I mustve opened the bill up the day it came and I sent a check out so I open my bill today and there is a $32 late fee because they said they did not receive my check and it was dated on their the 22nd. I mailed it out April 4. I called and complained to talking to different people different supervisors and everybody kept saying oh its not our fault its not our fault so I guess theyre blaming it on the United States postal system, but Ive never had an issue with any other bill being 2 1/2 weeks early, were not talking about a package were talking about what I would like for them to remove my late fee because I should not be paying this. I feel that they must do this to other people as well so if you dont complain or they wont do anything about it think of all the extra money theyre making in their pockets , taking advantage and I want the situation rectified and removing that late fee

  Business response

  05/07/2024

  We appreciate the opportunity to review Ms. ******* concerns.  
  
  *************** expressed concerns about a late fee of $30.00 assessed by *************.
  She communicated that she encountered technical difficulties while attempting to make payments online and via phone, prompting her to mail a check two weeks prior to the due date. Her payment was not processed by ************* before the due date, which resulted in a late fee being incurred on her account. She spoke with multiple ************* representatives who were unable to assist her.
  
  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 Ms. ******* 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 would like to assure her that we have escalated her concerns with ************* for review and resolution.
  
  Thanks again for allowing us to look into Ms. ******* concerns!

  Customer response

  05/07/2024

  i spoke to a representative from venus i understand that they have a third party servicing account however , if I get my bill and mail it out the same day that I received it and that isnt enough time for them to receive a check and they need to change their billing cycling unfortunately VENUS his name is on the credit card so that is an issue they need to take up with commodity bank because its happening to me then its happening to other people as soon as they can assist on getting this $30 late fee without it affecting my credit and now its getting closer to the due date for the $32. Im gonna have another $32 late fee , I do like VENUS fashions and their clothing however, I would not use their credit cards 

  Customer response

  05/07/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21653441

  I am rejecting this response because:

  i spoke to a representative from venus i understand that they have a third party servicing account however , if I get my bill and mail it out the same day that I received it and that isnt enough time for them to receive a check and they need to change their billing cycling unfortunately VENUS his name is on the credit card so that is an issue they need to take up with commodity bank because its happening to me then its happening to other people as soon as they can assist on getting this $30 late fee without it affecting my credit and now its getting closer to the due date for the $32. Im gonna have another $32 late fee , I do like VENUS fashions and their clothing however, I would not use their credit cards 

  Regards,

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

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Got a message that my return expired HRJ6LUG3. It was in the same package as another return that was processed HRZ2JJ2Z. Contacted Venus as was just given canned responses. No effort to look into anything. Horrible customer service beware!

  Business response

  03/20/2024

  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.
  
  ****************** expressed her concerns about the return of an item and our lack of customer service, and we apologize for any inconvenience or frustration she has experienced. After reaching out to us about her expired return and stating that she already returned it with her other item, the response from customer service was unhelpful.
  Upon reviewing her account history, a refund for the item that she returned was not issued. We have taken immediate action to rectify the situation. We have processed a refund to Ms. ******** credit card in the amount of $70.88.
  
  Once again, we apologize for any inconvenience or frustration ****************** has experienced throughout this change. 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

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . I was scarred on my legs for wearing a pair of their jeans. It hasn’t gone away for over a year now. I’ve gone to several dermatologist, doctors and aestheticians, and they said it looks like a chemical burn and it’s probably from the dye that they used on the fabric. When I first let Venus know they offered a free pair of jeans and I said no that is the problem. I cannot wear your jeans and asking them questions about it. They never called me back as they said, and then when I did call back, they said they are ceasing all communications, and that I should have a lawyer contact them and they’ll forward it to their legal team. They wouldn’t give me any names Phone numbers or emails and they said that I couldn’t prove that it was their jeans and they’ve never heard anyone complain about it before. I asked for the country of origin of the jeans and they could not provide me with that either and I know that is required by law to know where something is manufactured.. this is never happened to me either. I’ve never had something like this. That hasn’t gone away for over a year, but it happened from their jeans. I really dislike the way they handled this and said they were ceasing all communications so they are taking no responsibility for this and I have medical bills, doctors, bills, and medication’s that I’ve tried, and nothing is helping. I originally asked for an email that I could send pictures of my leg or any medical bills and doctors bills and they did not want to give me that information. They said they would call me back and they didn’t that’s why I called back today on March 13, 2024 and this is When I found out that they’re not even going to speak to me about it anymore

  Business response

  03/22/2024

   

   

  Thanks for forwarding Ms. ********** concern to us for review!

  
  We appreciate Ms. ******** sharing her concerns about the jeans she purchased from Venus. We take customer feedback seriously and strive to address any issues promptly and fairly. After carefully reviewing your claims, we'd like to provide a detailed response to each point raised. 

  Firstly, we regret to hear about any discomfort Ms. ******** may have experienced while wearing our jeans purchased on October *** ****. However, we must clarify that our products undergo rigorous quality control measures to ensure they meet industry standards and are safe for consumer use. Ms. ******** reached out to us for the first time 17 months after the purchase.  

  Regarding Ms. ********** claim about being scarred from wearing our jeans, we empathize with the situation. However, we must note that without documented evidence linking the fabric dye to her skin condition, it is challenging for us to establish causation. We have reviewed our records, including phone call recordings, and can confirm that we did attempt to reach out to her on two occasions to address her concerns. 

  Regarding the country of origin, this information is readily available on the tag of the jeans, which states "Made in China." Additionally, the composition of the fabric, including the percentages of cotton, polyester, and elastane, is clearly indicated. 

  We understand Ms. ********** request for compensation and coverage of medical bills. However, we must reiterate the importance of establishing a direct link between our jeans and her skin condition. Without sufficient evidence, and given the passage of time since she purchased the jeans and the possibility of intervening causes, it is challenging for us to fulfill this request. 

  It's worth noting that this is the first complaint of its kind that we've received regarding these specific jeans. Nonetheless, we take all feedback seriously and are committed to ensuring the satisfaction and well-being of our customers. 

  Customer response

  03/22/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I did not wear the jeans right away after I first purchased them and I did not think I would still be scarred after one year of wearing them only once. I kept thinking it would go away and it didn't. I've enclosed an article that explains the toxic chemicals and dyes that can be used in the manufacturing process. You may list the fabric materials but there is no mention of potential toxic dyes or chemicals that the fabric may have been sprayed with as well. I would like to know that but in China they don't go by our regulations or standards of safety

  . I would like to see the safety reports for the dyes or chemicals that were used in the processing of the jeans. How can I prove this if you were not there to see what happened? My mom was there as a witness if you want to subpoena her as a witness and I visited the doctor in January of 2023 with this problem and they gave me a cream which didn't work. I tried so many things and went to see 2 other dermatologists as well. It was definitely the jeans. I also have never had any reaction like this in my life to clothing. The jeans were toxic and dangerous and should be investigated.

  Regards,

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

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made a purchase on 2/1/24 for a trip I was taking..had ordered from Venus before and items seemed to arrive quicker in the past..My order was delivered on 2/11/24 and I was already gone for vacation..when I returned this past weekend I found my order and 1 of the items is way too large and I wanted to return it..when I contacted Venus I was told I was past the 30day return policy and was not able to return..I was also wanting to return for store credit and was still refused..so now I have a dress that I can never use as it's way too big and out the money too

  Business response

  03/18/2024

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

  ****************** expressed her concerns about the fit of an item and our return policy, and we apologize for any inconvenience or frustration she has experienced.

  On January 1st, 2024, our return policy changed from 90 days to 30 days. Since ****************** was unaware of this change, we have initiated a return for the item to get store credit.  

  Once again, we apologize for any inconvenience or frustration ****************** has experienced throughout this change. 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. 

  
  

  Customer response

  03/19/2024

  [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 believe if i didnt bring the complaint here,they would've never allowed the return..no one mentioned that the policy recently changed..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

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 6, 2024 I purchased a swimsuit for $21.98 from Venus. I returned the swimsuit on 1/16 and was given credits for $3.67 and $12.86 (not even the full price) because I put everything in one bag and they claimed I didn't return everything. I spoke with a *** on 2/21 and explained to her that I had returned everything and was not given the full credit back nor did I feel I should pay a late fee for items I returned. She was very kind and looked into everything and told me she would give me full credit for my return and reverse the late fee since the items had been returned during the time that the invoice was run. I got a statement the other day with late fees still incurring and when I called the *** told me there was nothing she could do. This is extremely frustrating since I returned ALL items and was told on 2/21 that I had a zero balance. I live on a fixed income and this does not fit into my budget.

  Business response

  03/11/2024

  3/11/2024

  
  We appreciate the opportunity to address ********************** concerns regarding her recent experience with our company.
  
  ****************** expressed concerns about her return, and interactions with our customer service team, and we apologize for any inconvenience or frustration she has experienced.
  Upon reviewing her account history, we have identified the discrepancies in her refund process. It appears that there was a misunderstanding regarding the original shipping charges and return fees, which are not typically included in the refund process. However, we acknowledge that this was not clearly communicated to ******************, and for that, we apologize.
  In light of this, we have taken immediate action to rectify the situation. We have processed a refund to ********************** credit card in the amount of $15.48, which includes the original shipping charges and return fee she incurred. We hope this resolves any financial discrepancies resulting from her return.
  
  Regarding the late fee issue, we understand ********************** frustration and regret any confusion caused by the miscommunication regarding her account balance. While we do not service our private label Venus Credit Card or have direct access to ********************** credit card history, we have escalated her concerns to ************** the service provider of the Venus Credit Card for review and resolution.
  
  Once again, we apologize for any inconvenience or frustration ***************** has experienced throughout this process. We value her as a customer and appreciate her patience as we work to address her concerns. Should she require further assistance or clarification, please do not hesitate to reach out to our Venus customer service team.
  
  Thanks again for allowing us to look into Ms. ******** concerns.

  Customer response

  03/13/2024

  [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. I hope to hear from the credit card holder (Comenity) and have a fair solution. I should not have to pay for items that I returned completely even though they were in one bag instead of two. I should receive a full refund.

  Regards,

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

   

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Placed an order Dec16. Looked like it went through but didn't get an email confirmation. Phoned them and they confirmed it didn't go through. So I placed it again. Same thing. Placed the order by phone and it went through. Then almost a week later I got an email the first two orders did go through. Phoned to cancel them. I got a refund but it was convoluted and I was worried I would have to pay for shipping back if the items arrived - fortunately I don't think they're coming. Then for the order I placed by phone it still hasn't shown up and it's been almost a month. Called to follow up twice and both times they assured it would arrive the next day. It didn't and I asked for a refund. They said they have processed a refund. Update Jan 14 - I am convinced this company is a scam. I received a partial refund, claiiming they can't refund import fees. In reality, Im certain goods never left their warehouse. When they provide ********** tracking it comes up as a **** site doesn't exist" I paid $348 and was refunded only $223. I am out *** $73 with absolutely no good to show for it

  Business response

  01/18/2024

  
  January 18, 2024
  
  We appreciate the opportunity to review Ms. ******* concerns.
  First of all, we deeply apologize for the customer experience Ms. ***** had with our company. This was Ms. ******* first order with us and we would like to assure her that this is not the experience we strive to provide. The unacceptable delay and lack of tracking visibility for her order was caused by a system communication issue between the transportation carrier and us. While we hoped for a much quicker resolution, the issues have since been resolved and the order will be delivered soon.
  In the meantime, we have issued the additional refund for the import fees per her request. We processed the refund on January 17th. Refunds usually post to accounts within 3-5 business days from the date issued. We had previously processed a refund for shipping/processing on December 21, 2023 and a full refund for the merchandise on January 10th, 2024.
  We verified that Ms. ******* order is in transit and should be delivered soon. When the order arrives, we ask Ms. ***** to please keep the items as a gift from us.
  Thanks again for forwarding Ms. ******* concerns to us for review and resolution.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order on November 29th, received a shipping confirmation on December 7th telling me to expect an email from their border partner (I'm in Canada). Two weeks later when I still had no email and no package I called customer service and was told they were switching carriers which caused a delay but I was assured that while she couldn't send tracking info, she could see it was expected to be delivered on December 27th and to rest assured it would arrive then. On January 2nd when it still hadn't arrived I called back. The second agent apologized and said there was no information on it in their system what so ever and she would request a refund right away at it had reached "crisis status". Fine. I checked my bank statement on January 5th to find they had only refunded $104 of the $154 ****) I had originally be charged. Called back again and was told that they don't refund taxes or import fees and that I would have to fill out and submit a form to get this portion back. I have two issues with this - first, this was a known problem so why was this form never mentioned by the first two agents? Second, if the order hadn't actually ever shipped (as per the last ** agent) then presumably no taxes or import fees would have been paid out yet. Meaning the money still sits with Venus. When I questioned that I was told I was correct but that they have to follow their procedures and I would have to submit the form which they would send via email. Its now been two hours since my THIRD conversation and I have yet to receive this form. So in addition to not having the items that I ordered over a month ago, I am out $50 because of their errors, have spent nearly an hour on the phone with them to date trying to resolve the issue and have to spend additional time filling out and submitting the form (if it shows up) and then wait an ADDITIONAL 2 - 3 weeks for a refund as per the agent. Never again.

  Business response

  01/13/2024

  January 13, 2024
  
  Thanks for sending Ms. ******* complaint to us for review and resolution!
  We appreciate Ms. ******* open feedback about her experience with our company. We want to assure her that this is not acceptable for us either and is not the customer experience we strive to provide. The unacceptable delay and lack of tracking visibility for her order was caused by a system communication issue between the transportation carrier and us. While we hoped for a much quicker resolution, we expect for this to be completely resolved early next week.
  In the meantime, we have issued the additional refund for the import fees, per her request. We processed the refund on January 8th. Refunds usually post to accounts within 3-5 business days from the date issued.
  Ms. ******* order left our Fulfillment Center on December 7th, but there was little movement because of the system communication issue mentioned above. When the order arrives, we ask Ms. ***** to please keep the items as a gift from us.
  We are very sorry about the disappointment this has caused and hope this resolves her concerns.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order 12/14/2023 #********. The item was promised by Christmas. It is now expected after Christmas. They also waited almost a week to ship the item. When I called I was told I had two choices. Wait for the package or they would intercept it and have it shipped back to them. No compensation. No free shipping, no discount on my next purchase. I thought well maybe she doesnt understand what Im saying. So I hang up and call again. The other woman said the same thing. I will never place another order with this company again. And from reading the comments Im not the only one. Thats what happens when you outsource your customer service. Guess theyll file bankruptcy next. Cause theyre cutting their own throats. Ill stick to Free People, Lulus, and Altard state. They have wonderful customer service. And will fix their mistakes.

  Business response

  01/05/2024

  January 5, 2024
  
  We appreciate the opportunity to review ******************** concerns.
  ****************** communicated her disappointment with the shipping and delivery of her recent order along with the service she received when she reached out to us. We are so sorry to hear about the problems ****************** experienced. Providing an excellent customer experience is the top priority for our company and we truly appreciate ******************** feedback.
  We have looked into her concerns and have since spoken with her.  Unfortunately, there was a shipping delay that resulted in the late delivery of her order. The order was delivered on December 27th vs. by Christmas, as originally communicated.  We understand how disappointing this was and also understand her frustration when our ************* Teams failed to resolve her concerns when she reached out to us.
  We hope ****************** accepts our sincere apology along with the $50.00 complimentary Venus e-certificate we delivered to her email. E-certificates are valid for 90 days and expire at that time or once used, whichever comes first.
  Thanks again for forwarding ******************** feedback to us. We hope this resolves her concerns and are looking forward to her continued business.  

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