ComplaintsforNew Occasion Brands, LLC

• Initial Complaint

  08/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase on June 15 two formal dresses and have been writting back and forth with this store since the package stated it was delivered.My package stated it was delivered I was sitting outside waiting for this package and when I get a notification and says delivered and that I signed for this package I never signed I emailed prom girl and they advise me to wait that it will be delivered within the next few days I waited and nothing happened I had to order another dress because this dress was for my daughter sweet 16 prom girl and DHL don’t want to be responsible for this package and I have to pay for something I never got this is very un profesional. Attach you will find email from day one that I reported and they gave me run around each time.

  

  Business response

  08/19/2024

  Customer placed order PG2277250 on 06/15/2024 for two final sale items. Per DHL tracking number *********2 the package with both items was delivered on 06/21/2024 at 2:05 PM, signed for by ****. Attached is proof of delivery. 

  Customer contacted us on 06/21/2024 at 3:26 PM stating they did not receive the package, we provided them with the tracking information and asked them to check around their home, with family members and their neighbors for the package. Customer contacted us again on 06/25/2024 stating they still did not receive the package, again we provided them with the tracking information and advised to follow up with DHL as they show the package was delivered. We also reached out to DHL to open an inquiry, however, no claim was filed as the package shows delivered to the address provided and signed for by the customer. 

  The customer did place a new order PG2277499 on the same day the package for order PG2277250 shows delivered, 06/21/2024. The new order was placed later that evening for only one of the items but in a different size. The new order was shipped via DHL (tracking number *********5) and delivered on 06/28/2024 at 3:43 PM to the same address without any issues. The signature on the package of the new order is the same as the signature on the package the customer claims they did not receive. Attached is proof of delivery for the second order.  

  We will not be issuing a refund as DHL confirmed the package was delivered. 

  Customer response

  08/27/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. This signature is not my signature and I didn’t sign for that first package why do they continue to lie I have cámaras in my house and could assure you that I didn’t sign and that the package never arrived to my house I believe this company should be liable for my package missing and being sign not by me. 

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 22159511

   

   

   

  

  Business response

  09/12/2024

  The shipping carrier, DHL has denied the lost package claim. 

  DHL has provided and confirmed that the signature provided for order PG2277250 matches the customers most recent order PG2277499. Please see previous images provided showing delivery confirmation of these two shipments. 

  Unfortunately, there isn't anything we can do as DHL confirms the package was delivered to the address provided, signed for by *****

• Initial Complaint

  07/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Here is a rephrased version of your statement: I made two separate purchases. The first purchase was for $533.54 and was delivered on June 20th. The two dresses I ordered were very small, so I reached out to the company by email after waiting for a callback that never came from the voicemail I left on their toll-free number. Instead of receiving a full refund, I was given store credit a month later, which I have attached as a photo to the complaint. Before receiving the credit, I ordered two more dresses in the same size, but only one of them fit. The sizing is inconsistent. This seems to be a tactic to keep your money because when I tried to return the dress, they informed me of a policy that only allows for a store credit, not a refund. I was unaware of this policy, and I want my money back since I returned the merchandise unused and intact.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought 3 dresses for my daughter and received them on February 20. My daughter does not live at home, as she is a college student and lives on campus. She came home for Spring Break February 29th and one of the dresses was too small. I sent a contact me inquiry on the Prom Girl website the next morning asking how to exchange the dress. I did this on my cell phone, as we were leaving for vacation. I have not heard back from them so today I did a live chat. They have no record of me contacting them, even though I get emails every day with promotions. I asked for the manager to contact me and the person I was chatting with was named Kathy and she stated she was the manager.

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Business lists "Easy Returns" prominently on item listings but uses definition very different than consumers expect/see across other websites. "Return" implies you can send an item back for a refund. "Easy" often implies it is straightforward to generate a return label. Neither are true. Return window is a non-standard 10 days. RMA can take up to 48 hours to generate/for customer service to send back to you. So you really have 8 days to create your return. This is not what "Easy Returns" means to an online consumer. The business model here is thinly-veiled in retrospect. I ship the merchandise back to the store. They resell to another consumer. This is a pyramid scheme. Particularly when you consider what happens if you decide to use the store credit. If you assume the store credit is given in good faith, what happens if you order a dress using your store credit, that doesn't fit, that you want to return? Do you get your store credit refunded? Surely not - just more store credit. And this company can re-sell yet another dress. Clearly this website preys on teenagers who may not know better. I was duped, and I'm a relatively savvy adult consumer.

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 4, 2023 I placed an order for 5 prom dresses from Promgirl.com. This is not the first time I have ordered from this sight. In fact, the great thing about the sight is you could order dresses, try them on, and return the ones you don’t want for a full refund within 5 days for a small restock fee. I knew the return policy because, like I said, I’ve ordered from them multiple times. The sight still says, “easy returns”, “easy returns within 5 days”. There is a link to see the return policy but no where does it say, “please review our return policy because it changed in November 2022”. Less than 3 months ago the policy changed to returns for store credit only and nowhere does it say there was a change…just easy returns. I notified the company and explained the situation and their response is, “there is a link in every page that you can go to to see the return policy”. I would NEVER have ordered 1, let alone 5 dresses for store credit only! This is extremely sneaky and deceptive. Also, their policy is to notify them if there are any defects in the dresses within 48 hours or you can’t return the dress (for store credit). I carefully looked over all the dresses and 3 of the dresses had things wrong with them. I took pictures and showed the defects. Now, they are saying they will review the dresses and decide if something is wrong or not and “may” get a refund. Again, this is very sneaky and deceptive. It’s their policy and I followed it and still they don’t want to follow their rule. I asked to be called to actually talk to a manager and received an email. Why won’t they talk to me? Very poor costumer service by the manager. The assistant manager I talked to on the phone sounded like she understood my position and was going to talk to the manager and then call me back. Instead she sent me an email that mimicked the managers. I believe with NO WHERE on the website saying there is a policy change I should receive a full refund (not store credit) with the exception of the restocking fee. I will never spend $872.05 at Promgirl so I don’t want $872.05 store credit. They should care more about their returning customers and be transparent.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for a prom dress on October 14th 2022 for a prom dress for my daughter. I checked out with Afterpay to pay for the dress. We received the dress a few days later in the mail and my daughter didn’t like how it looked on her so we sent it back the next day ( which was in their three day window return policy. They sent me an email saying it would take up to 30 days to inspect the dress before I could get a refund. Mean while I was being charged every week for the full amount of the dress by Afterpay. I have not had the dress since October and it’s now January and would like to get my money back. The dress was returned with the tags still on and in its original packaging.

  

  Business response

  01/09/2023

  Hello,

   

  We recently made changes to our payment processor and are having technical difficulties with the transition. We are currently working on resolving this issue and once it is resolved the customer will receive an email letting them know their return was fully processed.

  Customer response

  01/13/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I would like them to give me a timeline of how long it’s going to take to for them to refund my money. I returned the dress in October.  Regards, Complaint ID: 18687968    

  

  Business response

  01/30/2023

  We received a dispute/chargeback from AfterPay, the payment method they used. The pending dispute/chargeback should resolve their open refund. 

• Initial Complaint

  12/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered 3 dresses from Promgirl (Promgirl.com) back in October 2022. I requested a refund in the time period of which they allow it and shipped the 2 dresses I wished to return back. The company emailed me they did in fact receive the dresses on October 14. The return authorization numbers for these returns were RA868607 and RA868608. When I received no confirmation or refund by 10/27 I checked in with them via email in which they told me they were working on it. On 11/28, I still received no refund and checked again. They gave me the same answer of “we’re working on it we’re short staffed” and told me that at this point my return was in process. Two weeks went by with no contact or refund so I emailed them again on 12/12 which they told me “my return is still being processed”. I emailed them one more time after and told them if the return wasn’t completed by the end of the week, 12/17, I would be contacting the Better Business Bureau. They promised they would expedite the process but I still haven’t been contacted by them or received a refund. They have had my returns since 10/14 and it is now 12/17 with no refund. The refund should have been for $717, the price of the 2 dresses I returned. I have attached the email chain with their customer service.

  

  Business response

  12/21/2022

  We recently made changes to our payment processor and are having technical difficulties with the transition. We are currently working on resolving this issue and once it is resolved the customer will receive an email letting them know their return was fully processed. 

  Customer response

  01/06/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.Prom Girl has been giving me nonsense excuses for months now. First it was that they are short staffed, now it’s that they are having processing issues. I have spoken with others who have attempted to make returns with them and they have had the same issues before the “payment processing” issues. Regardless if there really is an issue with the payment processor, a return should be issued in the meantime because it is an inconvenience to the customer. I have been waiting for a refund since 10/14/22. This is unacceptable. 3 months have gone by with no return and this business is fraudulent. Per their own website, a refund will be issued within 30 business days. We are now approaching 90. Regards, Complaint ID: 18606972    

  

  Business response

  01/19/2023

  We received a chargeback from the customer's credit card company. The pending chargeback should resolve their open refund. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False advertisement of dress material: 2 dresses purchased were listed as stretch in the description, but are not. They are both 100% polyester. In addition, I purchased the size as listed on the website based and neither dress fits. I have attempted to resolve this issue 4 times with zero success. I am now requesting a full refund. See documentation below. Messenger convo with company on 10/05/2022: Hello, Please forward all of your email correspondence with us showing the date you sent us the requested information to support@promgirl.com and our support team will look further into this for you. Once we receive your email we will follow up via email. xo, PG

  

  Business response

  11/14/2022

  Customer placed an order on Aug. 19, 2022 for two final sale items and received them on Aug. 26th. They contacted us on Aug. 27th in regards to the items not fitting and stated the material of the dresses is different then stated on our site. We responded to the customer asking them for their measurements and to provide photos of the dresses and the tags showing the material stated, we never received an email with this requested information. On Oct. 4th the customer contacted us again, this time via Facebook messenger, we requested the customer again to send us photos of the dresses and tags via email. The customer still never provided the photos requested but has since placed additional orders with us. One of the orders was placed on Sept. 25, 2022 for one of the same items they stated did not fit and are claiming the material is not as advertised. We have requested the customer to provide photos of the dresses and the tags multiple times which we still have not received. It has been over 2 months since the customer received the dresses and there is nothing more we can do. 

  Customer response

  11/16/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  Photos sent multiple times and attached here for the second time. Photos sent with original complaint. 
  
  
  
  Regards,

  Complaint ID: 18373401

   

   

   

  

  Business response

  12/01/2022

  As mentioned in our last response, Customer placed an order on Aug. 19, 2022 for two final sale items and received them on Aug. 26th. They contacted us on Aug. 27th in regards to the items not fitting and stated the material of the dresses is different then stated on our site. We responded to the customer asking them for their measurements and to provide photos of the dresses and the tags showing the material stated, we never received an email with this requested information. On Oct. 4th the customer contacted us again, this time via Facebook messenger, we requested the customer again to send us photos of the dresses and tags via email. The customer still never provided the photos requested but has since placed additional orders with us. One of the orders was placed on Sept. 25, 2022 for one of the same items they stated did not fit and are claiming the material is not as advertised. We have requested the customer to provide photos of the dresses and the tags multiple times which we still have not received. It has been over 2 months since the customer received the dresses and there is nothing more we can do.

• Initial Complaint

  06/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a purchase for Prom Dresses for my daughter in the amount of $2,916.36 on May 3, 22. I received an email on May 4, 22 to confirm charge, I spoke with Lynn, who stated that 5 dresses are shipping separately and those if returned will received a $8.95 charge, a total of $44.75, which I stated that would be ok. The order was released and received. I called for a call tag on May 13, 22 at that time Lynn stated that ALL dresses will receive a $8.95 return, needed dresses returned that day, which I did. I ordered 13 dresses, out of all 1 dress we liked was defected, so a replacement order was issued on May 13, 22. I asked to speak to a supervisor, Lynn stated she is one, since I felt Lynn gave me incorrect information of the $8.95 charge. I will able to speak with ***** stated she was a supervisor, and she said that Lynn would not make that mistake. I told her what Lynn told me, and she stated she could not do a one time charge of only the $8.95 for the 5 dresses. I did call back to speak with *****, Lynn took the message, no call back. I called again, spoke with Lynn asked to speak with *****, and Lynn stated I never asked to have ***** call. I finally got in touch with *****, who stated the tax amount credited will be the amount of the dress, minus the $8.95, therefore not getting the full tax amount credited. As of right now, I am still waiting for a credit for one dress, I call the 888 number it seems that they no longer answer the phones, it states to email promgril support, which I did with no response.

  

  Business response

  06/07/2022

  Hello,

   

  Customer placed an order on May 3, 2022 for a total of  13 items. They returned 12 of the items and we did send a replacement for the one the decided to keep. All but one item has been processed and refunded per policy. The last item is still being processed and should be refunded soon.

  As stated in our return policy that is provided on the site https://www.promgirl.com/returns and the terms of use https://www.promgirl.com/info/terms-conditions agreed to when the order was placed "Special orders will be charged a 10% restocking fee. All non-special order returns are charged a $8.95 handling fee per item." The customer was refunded less the appropriate fee per each item. 

  Customer response

  06/09/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  This company is taking $8.95 per dress and is crediting the wrong amount due to the charge. for example:

   

  Purchase Dress  $125.00

  Tax:                        $10.78    total $135.78

   

  The company charges:

  Purchase Dress        $125.00

  Deduct service fee  $8.95

  Total                             $116.05 

  Tax                                $10.01

  Therefore, my total is incorrect tax amount total $126.06 difference of $9.72.

  Also Lynn gave the incorrect information in reference of the $8.95 charge, I was told only for the 5 dress.

   

   

   

  
  
  
  Regards,

  Complaint ID: 17317310

   

   

   

  

  Business response

  06/28/2022

  Each item returned has been refunded less the $8.95 return handling fee and appropriate taxes.

  We will send an email with a detailed break down of each refund to the customer.
  

• Initial Complaint

  12/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered a dress from simplydresses and the measurements they put for a size 14 was wrong because I wear a 14 and it didn’t fit, the I tried to resolve it with them but they were not being reasonable and told me they could not exchange or return it even if I’d doesn’t fit. I want a refund for this dress all the measurements they put as a size 14 were not correct.

  

  Business response

  12/23/2021

  Customer placed an order for a final sale item on Dec. 7, 2021. At the time of placing the order it clearly stated the dress was final sale, it could not be returned or exchanged. This information is also provided in our return policy https://www.simplydresses.com/returns and in the terms of use https://www.simplydresses.com/info/terms-conditions agreed to when placing the order.

  Each designer has their own sizing standards, a size guide is provided for this dress on the product page. We recommend that the customers have someone else take their measurements for accuracy and compare them to the size guide provided for the dress they are interested in. We are sorry to hear the dress did not fit, however, it is a final sale item and we cannot accept the return or exchange.
  

   

*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. ↩