Complaints

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 30th I placed an order for a dress from Hazel and Olive (#******). I also paid an extra fee for a service called ReDo so I could definitely return it if needed. That order was shipped out by the company on April 1. The order arrived at my house on Friday, April 5. I tried the dress on April 7th, didnt like it and on Monday April 8 tried to submit the return online. I was told by *** that they had a strict 7-day return policy and I could only get store credit. It had not been more than 7 days since they shipped it and had only been 3 days since I received it. They said that the policy is 7 days from when it is ORDERED. This is an unclear and unfair business practice. I, as the consumer, have no control over when it is shipped or how long it takes to arrive. I could not ship it back over the weekend. This is NOT a 7 day return policy and should not be represented as such. H&O should clearly state store credit only and not charge an extra fee that gives an illusion of returns - when it is not the case. After numerous email appeals from me, they have refused to give me a refund. I do not want store credit as I do not want to buy anything else from them. H&O misrepresents their return policy.

  Business response

  04/10/2024

  At Hazel and Olive our policy is clearly listed on our website. ReDo can be added to orders for unlimited returns for a store credit or exchange, when ReDo is selected it is listed as "Unlimited returns for store credit or exchange for $1.98". All of our competitors that we know of offer only store credit but we offer more with a refund policy in place. The reason it is a small window is because we add new styles daily and our inventory changes daily. We also offer 30 days to get a store credit. Since our shipping only takes a few days to get to customers this still allows customers time to try on the item and decide if they would like to keep the item or return it for a refund, store credit or exchange. As of today April 10th, the customer has not initiated a return in our return portal in efforts to return her item. 

  Customer response

  04/11/2024

  I am rejecting this response because:   They did not give me 7 days from the ship date. I had tried to initiate a refund on April 8th but they told me I couldnt have one. 
  I will take this to social media. Completely unacceptable and unfair. 
  who cares what your competitors do? Thats not a good way to create a business. 

  Business response

  04/13/2024

  The order was placed on the 30th and the first communication from the customer was April 8th, 9 days from the order date. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dress I saw on their Instagram and I shouldve known better because the company really over-does it with the filtering on their pictures. The dress I ordered came in the mail a completely different shade of pink. The material was also hideous in perosn. I immediately took it straight back to the post office to return it as soon as I received it. I placed the order on 4/16/2023 and sent it back on 4/20/2023. Per HER policy, if you get the item back to them in 15 days, theyll refund it to your card. 30 days, you get a store credit (that expires btw). Which is why I hurried to rush to the post office. I asked if she could refund it to my card as I got the shipment back in under 15 days per the policy. To which she then responded: it has to be returned 15 days from purchase date, not from the date received. To which, I had corrected her stating it WAS in fact returned 12 DAYS from the purchase date. Then she then retracted the whole policy saying the full refund doesnt apply to Instagram/Facebook orders. I also clicked on the shop link from their Instagram so not sure how that isnt ordering from the direct site? And the paper they sent along with my purchase said absolutely nothing about it having to be in ordered from the direct site (whatever that means). Im sure shell update that soon in her policy for the future so nobody else can rightfully try to get their money refunded. Basically, dont expect the full refund if your item comes in the mail looking like a clown costume. Youll only receive a store credit so you can place another order with H&O and wonder if it will arrive looking like something purchased at Halloween ***. I wish I had taken pictures of how bad it looked but I took it back to the post office so fast, in order to get my card refunded, I didnt stop to even consider it. Only to not be able to get my card refunded bc of her made up terms and conditions to her policy.

  Business response

  05/05/2023

  Our return policy is clearly listed on our website, our ******** shop and on our return form which the customer filled out and is attached. The item that is being said to have poor quality and look like a clown costume is a very high end boutique brand that we are getting incredible feedback on. No one else has said anything negative about this product. The customer was issued a store credit which is what she was eligible for per the return policy. 

  Business response

  05/12/2023

  Our return policy is clearly listed on our website, our ******** shop and on our return form which the customer filled out and is attached. The item that is being said to have poor quality and look like a clown costume is a very high end boutique brand that we are getting incredible feedback on. No one else has said anything negative about this product. The customer was issued a store credit which is what she was eligible for per the return policy. 

*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. ↩