Complaints

• Initial Complaint

  09/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a few dresses online, due to no store availability. Not all of the dresses worked for me, so I attempted to return some. Betsey’s advertises 30 day returns - however, it is not clear until you click on the full return policy that the returns are for store credit only. This is deceptive advertising and needs to be more clear.

  Business response

  10/11/2024

  Dear ****,

  We appreciate you supporting our small business. We have experienced successful growth by providing high quality fashion at a value conscious price. Our 30 day return policy window is standard in the industry for boutiques to manage inventory and margins to stay in business and continue serving our customers. We do understand that some items will not be a perfect fit. We have extended the customer credit that is communicated in the return policy so that you can have the freedom to select merchandise that suits you. We deeply value our customers and are committed to serving you. We do appreciate the value of this communication and hope that your credit will go towards a style that is stunning on you.

  Sincerely,

  Betsey Gamble, Owner

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A gift from my husband for Mother’s Day, a plain white top that I have many of. I didn’t even try it on, tag still on product, in gift bag with no receipt. Manager found like item on rack but wouldn’t even let me exchange it for another item at same cost!!! Ridiculous!

  Business response

  06/17/2024

  [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS]]

  Complaint ID: ********
  External
  Inbox
  
  **** ****** <********************>
  2:56 PM (1 hour ago)
  to info, ******
  
  Good day, ********.
  
  We are following up in good faith regarding the open complaint. This complaint was remedied to full satisfaction of our client. Please advise of which step is necessary to resolve this issue. Excellence in Customer Service is at the core of our success in building loyal customers. We appreciate your assistance in helping us best serve them!
  
  Customer:
  ******* *** ******
  **** ********* **
  **********, ** *****
  Daytime Phone: (**** ********
  E-mail: **********************

• Initial Complaint

  04/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased three tops and one dress from BETSEYS Boutique which I received on April 24, 2024. The three tops I am keeping, the dress however doesn’t fit correctly and they are saying that the sale is final. They say I use BOGO60,therefore it was a sale and is non -refundable. First of all if you refer to the picture I sent, only 2 of the tops were discounted, I paid full price for the dress. This make it not part of the buy one,get one 60% off. Secondly I am only asking for a store credit, not a refund. I feel this should be acceptable on their part. I have bought things from them in the past and I think this is unacceptable customer service. Thank you. ***** *****

• Initial Complaint

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order# ********** On 10/20/23 I ordered 3 items from this store totaling $451. When I went through the final payment screen the store website switched my address from ***************************************************** to *****************************************, **. There is no such address that exists in ********, **.It is unknown where my order was ever delivered nor does the shop know where the order was delivered. I have been told for 2 months that they are looking into it without any resolution. I am requesting either my items be resent or my order be refunded.

  Business response

  01/04/2024

  According to our shipping policy which we have listed on our website, we are not responsible for incorrect addresses entered on orders. The customer admitted on the phone that she selected the first address that popped up which was to ************** and did not confirm before placing the order that it was the correct address. Our system does not change addresses ever on orders. We also had an Order Defense that the customer opted out of which would have allowed us to ****** the items without trying for a claim with *** and since she opted out of it and *** repeatedly denied the claim we are unable to ****** the items since they show delivered to the address that was provided at the time of checkout. Had she caught it before it was processed or shipped we could have reached out to the warehouse to get it changed but since it wasn't caught until after it showed delivered and she did not purchase Order Defense and *** denied the claim we are unable to ****** the items or provide a refund at this time.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased several items from Betsey app on 8/11/23. When I made my purchase, the company was offering a 40% off coupon if more than 4 items were purchased. I purchased 6. I attempted to return 4 and exchange 2 items on 8/28/23. At no point during my purchase was their information stating the sale was final. The company’s return policy is not noted in their app. They denied my request for returns or exchanges due to the sale. I requested store credit for the paid amount and again the request was denied. There was no acknowledgment that their website is lacking the necessary information to inform their customers of their return policy regarding purchases during a sale.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a dress that arrived with stains. I requested an exchange with picture proof to back up my claim. Rather than allowing me to simply send the dress back and exchange it, they asked me to wash the dress and see if the stains come out first, I did just that, and the stains faded but are still there. I gave the boutique this update, and now they are asking for another picture to prove that what I’m saying is in fact true. I am having to jump through hoops just to exchange a dress that was delivered to me with obvious stains. I don’t even know what these stains are…. Which is gross to think about. I simply just want to exchange this dress without anymore hassle. If they have refunds, I would have definitely opted for that instead of an exchange. I am a first time and last time customer.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a couple returns to BBB via mail. I received an email stating that store credit would be added to my account. Never received this store credit, worth over $100. It also takes several weeks for BBB to ship orders out, even though my order has been fully paid for. I think BBB has nice and cute clothes, however their customer service is horrible. I should not have to wait weeks on end for my orders. Also, when promised store credit for returns, that absolutely should happen.

  Business response

  09/13/2022

  [BBB transcription via email from the business]

  
  ********,
  
  We greatly appreciate your feedback. We are very sorry to hear that you were not satisfied with your experience from Betsey’s. We see you placed your order on 8/10. The package was delivered on 9/2. We try to ship all packages with in 5-7 business days. However we apologize for the delay in your package shipping due to the warehouse being closed for 7days. As noted on the website at that time we were moving our warehouse at this time and we did have a longer delay than normal. We did have this posted at the top of our site for 2 weeks to make customers aware of the longer shipping tones than normal. Your store credit was sent and we actually have resent it for you at your request of not receiving the email. If you still are experiencing issues you are more than welcome to reach out and we can problem shoot them with you. At this time we do show your store credit is valid and in your email.
  
  Thank you for your business and we apologize for any inconvenience.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 31, 2022, I placed order number ********** and the main item I wanted was cancelled. The business did not give me the opportunity to cancel the entire order otherwise I would have. The items that were shipped to me totally did not fit or look anything like the picture on the website. On June 13, 2022, I placed order number ********** for the same dress as requested in the original order, but in a different color. Again the item shipped and was huge. I returned it along with the items from the original order at my own expense. On August 5, 2022, I placed order number ********** to spend the balance of the store credit. Again they cancelled an item that I ordered. I was told the other two items were shipped to me. When the package arrived there was only one item in the bag. I sent an email and they agreed to ship the additional item to me. The item that was shipped to me is a top and it's huge. It goes down to mid thigh. I am tired of spending hours on the company's website to find clothes that I feel will fit me only to have them cancel items after I've ordered them. There is obviously a supply issue here. And the clothes that do ship are way mis-sized. I would return the clothes that I currently have, but I'm tired of losing money to return the items. I have a 37.38 credit for this store. And really it's a 73.38 credit since they haven't shipped all of the merchandise they claim they've shipped. I want the store to refund the money to me either in cash or to the credit card that I used to originally purchase. I understand their refund policy, but then stop cancelling the items after I've placed an order and stop saying that all items have been shipped when they haven't.

  Business response

  09/13/2022

  [BBB transcription via email from the business]

  
  ****,
  
  We apologize that you are unsatisfied with Betsey’s. We do our very best to keep items updated and current as much as possible. We are not able to cancel orders due to an item being out of stock. The order was at that point shipped and processed. We do try our very best to represent sizes on our models. Due to being a boutique all items and styles will run differently as we currently source products from over 50 vendors. Each vendor has its own sizing and style. You received a store credit for your items in the amount of 100.40. You then used it for a new purchase of 91.82. On that order one of the items was out of stock and it was refunded back to your payment method (store credit) in the amount of 37.38. We absolutely do ship all items in your order unless something is out of stock or not available which in that case it would be refunded to your payment method. It also sends you a separate email explaining what wasn’t shipped. Unfortunately we can not control the automated fulfillment email that ******* sends as a default when we process and pack your order.
  
  We hope this sheds some light on our system and we are more than willing to help explain anything to you.
  

  
  

  Customer response

  09/14/2022

   
  Complaint: ********
  
  I am rejecting this response because:  Every single time I order from Betsey's something is cancelled.  Why is your website not up-to-date with what is /isn't in stock?  I am asking that my balance of 37.38 be credited back to my original form of payment which was my credit card.  I have spent hours looking on the website to find something to order that may actually fit.  Out of the three orders I have placed, two of the orders have had items that were cancelled.  This is maddening.  I now have clothes that I received from Betsey's that aren't even close to fitting.  Instead of spending my own money to send the clothes back I have donated them to charity.  I am out at least $100. Just yesterday I finally received a sweater that I ordered on August 5th.  I originally purchased items from your website to support a smaller business.  Never again.  This has been an absolute nightmare with horrible customer service policies.   To end this nightmare, I request that 37.38 be credited back to my credit card or mail me a check.
  
  Sincerely,
  
  **** *****

*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. ↩