Complaints

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 14, 2024, I placed an online order from Posh Collection. The order consisted of one 16” and one 18” Tape-in Kinky Straight Natural Color Hair Extension. The amount of the order was deducted from my credit card and I received a message stating the package would be delivered on January 19, 2024. On January 19, 2024, I received a message from the **** stating the package was out for delivery. By the end of the day, I received another message from the **** stating the sender request a return (which I found to be quite odd). I contacted the post office and they confirmed the sender requested the package be returned. I immediately contacted the credit card company to file a fraud alert. A representative from Posh contacted me and was very rude stating that I did not give them my mailing address but instead an email address and that the reason the package was return (which to me makes no sense as to why would I give them my email address as a mailing address). Furthermore, who on their end would send a package out with an email address as a mailing address. The representative then stated that I should receive a refund in 2-5 days. Which as of date I have not received my refund. I attempted to contact the company and text the company to check on the status of my refund. As of today, I haven’t received a refund or a return call from the business.

  Business response

  02/16/2024

  
  Hello. My name is Demetria *******. I am the representative for Posh Collection that was responding to the customer. Above I have attached a screenshot showing that the customer did indeed put an email address in the area where her actual address should have been. She may have been rushing for the order, or may not have paid attention to the information she was adding on the address line. However, I find it very disturbing that instead of taking accountability that she made a mistake, she insists on blaming Posh Collection for not receiving her purchase. As you can see, she did enter a city and state, so once the order was shipped out, it arrived to her local carrier. However, they were unable to get the package to her because it did not have a detailed address. Therefore, the package was sent back to us by the carrier after the 5 days grace period, because she refused to go to the local postal carrier and pick up the order. Which is standard protocol. We never contacted the carrier and requested her order back. What reason would we have to want her package back? We had no knowledge that she entered an incorrect address until she contacted us for non-receipt of the package. We then looked up her order and noticed the mistake that she entered. She never apologized for falsely accusing us of redirecting her package. As far as her statement of us being rude, I was very pleasant with her, however, because she refused to believe that she made a mistake on her purchase, she was the rude one, and it was complicated to even get her to spell out her name to search her order, without her giving unnecessary attitude. We have since refunded the customer for this purchase. We do not have any control over how long her bank takes to issue her the refund.  This complaint was completely unnecessary because we communicated with the customer throughout the entire process. All we ask is that the customer takes accountability for her mistake and not try to ruin a small business that did everything correctly on our end. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with this company on 7/28 for expedited delivery for 2 orders the 2st order was expected to deliver July 29th by 5:00 and the 2nd order was expected 7/31, the 1st order was pushed back to deliver 7:00pm the delivery was missed no second or third attempt was made I reached out to UPS, all weekend, and was advised that only the sender could change the delivery, therefore I reached out to Posh collections via email asking for status on the 2nd order and asked for options on the 1st order, I was not satisfied with the response therefore I asked for a refund for both orders but soon after that request I received notice from UPS that the first order would be delivered today the 31st by 7pm therefore I advised Posh to disregard the refund request for the 1st order, but needless to say after waiting to 7:00 the order did not arrive I called UPS and they advised me that the order was intercepted by the sender, I reached back out to Posh by email to ask why the order was intercepted and to request a refund since my order would not be delivered I received a call from posh the caller was extremely rude she stated that I was irritating her with my emails and that she did not care that I was a returning customer, I was called out of my name and advised that Posh would not return my money. This is extremely concerning for me.

  Business response

  08/08/2023

  Details for order #*****: ******* ***** placed an order on Friday, July 28th at 12:21am for UPS Ground shipping, which is 2-3 business days. (She did NOT select expedited as she mentioned in her complaint). Posh Collection shipped her order out the same day around 2pm. A delivery attempt was made by UPS on Saturday, July 29th, but ******* was not home to sign for the purchase. UPS does not deliver on Sundays, so therefore, the 2nd delivery attempt would be Monday, July 31st. 
  
  Details for order #*****: On Saturday, July 29, ******* ***** purchased another order at 2:23 PM which was after Posh Collection closed. Our business hours are 10am-2pm. For this order she selected UPS Next Day shipping. Because ******* ***** made this next day purchase on a Saturday after hours and the following day was Sunday which UPS is closed, her order  would not be shipped out until Monday. 
  
  On Monday morning, at approximately 9:45 am, ******* began emailing Posh Collection and stated that she needed a full refund for both of her orders. She stated that UPS had not delivered her items and she paid extra to have them expedited and only one attempt was made. (She only paid for the Saturday purchased to be expedited, the Friday purchase was standard ground shipping). She emailed Posh collection approximately eight times and we responded to each of her emails, assuring her that her order will arrive, and to allow UPS to make the 2nd attempt. She went back and forth in the emails instructing us to give her a refund, don’t refund, refund, don’t refund etc. Until finally she accused us of “intercepting” her first purchase that was set to be delivered for a 2nd attempt on Monday. She stated that she contacted UPS and that they said we “intercepted” her purchase being delivered. We do not believe UPS told her this, this was just another continuous attempt to give us a hard time. We do not have the time, energy nor a reason to randomly select ******* ***** out of all of the customers that we have, and say, “Hey UPS, don’t ship *******’s order to her”. Her order was paid for the shipping was paid for, it was scheduled to be delivered again, so we had no issue with her receiving her package. At this point, we didn’t want to risk another issue with *******, so we decided to refund the 2nd order that she purchased UPS Next Day. She was simply impatient, rude and accusatory and we no longer wanted her business. 
  
  We will not be intimidated by ******* *****’ attempt to stain our company by contacting the Better Business Bureau. We went above and beyond to give her the same quality service as we do with all our customers, but we will not accept a sell in exchange for disrespectful from any customers. ******* was issued a refund for the order that was scheduled to ship, but does not qualify for a refund for the package that was shipped to her. Posh Collection will not be issuing any additional refunds to ******* *****.

*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. ↩