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Initial Complaint
01/16/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 14, 2024 i placed an order for the Rose **** As of today January 16, 2025 i still have not received the item. I did receive an email that said the item was delivered, however, i did not receive it. On January 6th, I reached out to ******************************************************** and to ************************************** to tell them, I did not receive the order. I was then instructed to check again, check with the neighbors, look all around the outside of the house, check my mailbox, etc. Their response was the shipping company they use said it was delivered. Their response was to keep looking, basically. I paid for the item through my ****** account so, on January 10th I filed dispute through ******. The customer service person at the Rose responded with the tracking number from the shipping company and asked me to close the case with my bank. After, this message, i was no longer interested in doing business with them. I am no longer interested in their products and i wanted my money back. On January 12, 2025 their response was to again: "Your neighbor to see if they have received it? 2. Your local post office or your mailbox? 3. Everywhere around your house to see if it was dropped off somewhere other than your front/back porch? If you still could not find it, please contact the PiggyShip to confirm it". And that i should contact PiggyShip. What is a PiggyShip? Still today there has been no resolution. I would like a full refund of the money i spent for a product i did not receive. I wish i had read the reviews here before i shopped with them. I just want my money back! Their customer services is HORRIBLE
Business response
01/16/2025
From the tracking information, the order has been delivered. We first suggested the recipient to verify the package with the carrier, but she did not respond and filed a dispute with the bank. We did not have the opportunity to propose a solution.
Customer response
01/17/2025

Complaint: 22820116

I am rejecting this response because: I have not received the product i ordered. I did all the things, i checked around the house, i checked with my neighbors, i then reached out to the vendor letting them know I haven't' received it. Did I or someone on my behalf sign for the package?
-Last correspondence i received was: funfads
-January 17, 2025, 2:35:23?AM PST
-Dear customer, Please calm down. We double checked that your order was delivered. If you still do not receive the package finally, could you provide an undelivered certification which is provided by the local carrier to us? Then we will apply --compensation for you. Your understanding will be appreciated. Best regards
More of the run around. What is an undelivered certification? That only applies for certified mail. Correct?
They're a scam, customer service **** and I want my money back.

Sincerely,

****** *****
Business response
01/21/2025
The order has been delivered, but the recipient has opened a dispute, and we offered her a 20% refund or resend of a new package as compensation, which she has rejected. So, please wait for ****** to review the case.
Initial Complaint
10/23/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This is a fake website. I ordered from them and they didnt send anything and continued to ask for money through other scams saying they couldnt confirm the order until I paid more
Business response
10/23/2024
We cannot find the order for this customer. Please provide order-related information for inquiry.
Initial Complaint
04/15/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 4/09/24 I placed my order and on 04/12 it was suppose to be delivered so I contacted them and they said it had been signed for and that I needed to check near my home so I did that and. Body had anything and I requested a refund for it being lost in transit or delivered to the wrong house and they told me the package was now still in the air and hasnt been delivered yet .. I told them I no longer wanted the order it had already been to much confusion I wasnt willing to keep going thru and they can only tell me its heading to me but it was just signed for .. I want a full refund and a canceled package I dont like the run around or the not being able to accurately track my package . Talking to someone made me more confused than just waiting on it and now I dont trust it .
Business response
04/29/2024
We have not found this consumer's order. Please provide the recipient information used when placing the order and a screenshot of the order for easy search.
Initial Complaint
02/23/2024
Complaint Type:
Delivery Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Rose *** 1/31/2024 $55.00 ************ is a complete scam because they did not properly provide the address on the shipping label. The package status is delivered on 2/16. However I did not receive a package. I spoke to ******* from **** and she the company did not correctly put the address on the box. I paid with ApplePay and my complete address is on my Apple. I want a full refund for this issue and missing package.
Business response
02/23/2024
The logistics information shows that the package has been delivered to the address provided by the customer.But the customer still said it was not found.She/he was also unable to provide us with proof of non-signature.Therefore, we propose a partial refund or reissue to compensate for the customer's loss.
Customer response
02/24/2024

Complaint: 21334533

I am rejecting this response because: the person whom I spoke with from **** said the package shipping label was incorrect and had of the shipping label was cut off. The package has not be delivered or found and its been a week later. Im not accepting any partial refund and if I dont get a full refund, Ill have to take action with my bank and file a lawsuit against this company for their mistake of not correctly packaging the product with my complete address.

Sincerely,

*************************
Initial Complaint
10/02/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
6/24/2023 I purchased the 2 in 1 Rose ****** ***. 7/5/2023 the item I ordered was delivered. At times the unit would power off as soon as I turned it on, but I just assumed it wasnt charged. By 9/15/2023, one half of the unit is completely defective. As soon as you tap the power button to change settings on the bullet, the whole unit shuts off immediately. I contacted customer service via email to request a warranty replacement on a defective product.The response I received: **** customer,Thanks for your message.Since your order has been used for almost 3 months, it is very likely that the product is damaged due to personal reasons or improper use.How about we give you a 15% discount code: LUCKY and you can buy a new one? For any problems, please feel free to contact us via email.Have a nice day!My response: Considering I have had similar products last for 5+ years, I do not believe the malfunction is due to improper use. The issue is due to an electrical malfunction. Is there a way to send the product in for elevation? I certainly would not invest in another one if its normal for The Rose *** to short out after 3 months of usage, typically 3-4 times a week for a couple minutes at a time (5 minutes max).***********************: **** customer,We are sorry that our product does not meet your expectations.How about we provide you with a 10% refund as compensation ?Hope there is a chance to remedy this situation.Your understanding will be highly appreciated.Thank you and best regaMy response:I will accept a full refund or a replacement. Im more than happy to send this back sterilized and in its original packaging.The item I received is defective, which was not caused by neglect or improper usage on my end. The product is supposed to be covered by a 1 year warranty, and The Rose *** has failed to honor my request for a replacement or full refund.
Business response
10/16/2023
The customer sent us a return request two months after receiving the product. Because we sell personal items, according to our policy, once the product has been used, it will not be returned or exchanged. So we proposed a small refund to make up for the customer's loss.
Customer response
10/17/2023

Complaint: 20684414

I am rejecting this response because: The product is covered under 1-year warranty. The product is defective, which is not due to improper use or neglect. I will only accept a full refund or replacement.

Sincerely,

***********************************
Business response
10/17/2023
According to our website policy, we do not have a 1-year warranty. We can return or exchange goods within 14 days, but we will not bear any cost.
Customer response
10/24/2023

Complaint: 20684414

I am rejecting this response because: The product I purchased is covered under warranty; I have uploaded the warranty card that came in the box with the product.

Best Regards,

***********************************
Business response
10/25/2023
Since the product has been used for nearly 4 months, we can provide customers with a 20% refund and a 20% discount code to reorder. If accepted, please contact our customer service email.
Customer response
10/25/2023

Complaint: 20684414

I am rejecting this response because: As previously stated, "Considering I have had similar products last for 5+ years, I do not believe the malfunction is due to improper use. The issue is due to an electrical malfunction." Please confirm Rose *** is refusing to honor their warranty which clearly states, Our warranty period is 1 year, we will maintain for free if any quality problem caused by the product itself.

Best Regards,

***********************************
Customer response
10/26/2023
Rose Toy Official and I, ***********************************, have reached a resolution. This complaint is withdrawn.
Initial Complaint
07/03/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a rose toy on June 11 and waited almost a month (the amount of time they told me). The tracking number said delivered, but I didn't get my item. I checked with my neighbor and called the post office as instructed, still nothing. When I told the company that I still had nothing, they told me there was nothing they could do. I told them I would like either a refund or my actual product, but all they offered me was a discount (20%) on a new order. This is ******** customer service, I want either the items I paid for or a refund.
Business response
07/04/2023
The package was successfully delivered to the address filled by the customer on June 22.
And we have logistics information showing that it has been signed for. Here is the tracking link:****************************************************************
Initial Complaint
05/08/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I received a defective product for which they absolutely refuse to refund or pay for a return. They want you to pay to mail it back to ***** and cover the custom fees too! The address you have, as you noted, is wrong. They should not be allowed to do business in ******** The address they sent me to return the item to is; Rose **** ********************************************************************************************************, Zip ******. Phone Number is *********************, **************. Quote: It will be better to consult with the shipping company about the cost and risk, and then consider the return." Being the company is in *****, a person can pretty much consider themsleves cheated out of their money. Even if you send it back they will probably say they didn't get it.
Business response
05/08/2023
Not ours!!! Please watch your email! It has been sent to my email many times, and I have explained many times that these have nothing to do with me! My email is ********************. Please check the data submitted by customers carefully!
Business response
05/24/2023
The customer sent an email on May 2 saying that there was a problem with the product. We had repeatedly hoped that the customer could provide us with photo evidence of the product problem, and we would provide a solution, but the customer did not cooperate and never showed ** the product problem. Therefore, we processed a full refund for the customer on May 10.
Customer response
05/24/2023

Complaint: 20023597

I am rejecting this response because: I don't know how to make or send videos, and explained this to them. They did, however, issue me a refund. The refund makes this a satisfactory settlement.

Sincerely,

***********************************
Initial Complaint
04/27/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered from Rose Toy Official on Monday April 24. Now I realize that it was just this Monday but I received a confirmation and I paid for expedited shipping in two to three days. Since order confirmation I have yet to receive any information such as a tracking number etc. As it was expedited shipping I was expecting this package by April 29. I have heard nothing fro the company.
Business response
04/27/2023
Hello, the customer did not purchase on our website and we have never received an order from the customer. The complaint data submitted by the customer may be incorrect and we have explained this to the customer.
Initial Complaint
02/01/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed an order on January 27. The company assured me it would be mailed out the next business day online, after I placed my order. I have reached out via email, and each response is a promise/guarantee of next day expedited shipping. It is now February 1st and my order shows it is still awaiting shipment. The customer service has not been honest and I dont want the product. I want to be refunded in full as I am convinced I will never receive this product.
Business response
02/15/2023
Hello, the logistics shows that the customer has received the package, please confirm the customer side.
Initial Complaint
01/11/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Transaction date: 1/8/2023 Money taken from bank account: 1/10/2023 I placed an order with this company for $47.98. The money was taken from my account, posted, not pending. I received an email on 1/9/2023 stating my order was on hold until further documentation was received to confirm my identity. The company has asked for unnecessary information (bills with my name/address, pictures of debit card) despite already taking the money from the account. The order has not been processed nor shipped, and they are not responding to email support. I want a refund on the money I spent for services not rendered, and to report this company for suspicious fraudulent behavior and attempt at identity theft. I was left with no other option but to bring this to the BBB.
Business response
02/10/2023
Dear Better Business Bureau
Hello, when we received this email it was confusing (the first time we received an email from your company) because we were unable to find the order information based on the consumer's zip code and name, so could we ask the consumer to provide the order number so we can process it, as you know, we process hundreds of orders per day and cannot remember the name of each customer, so we use the order number as the only credential.

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