ComplaintsforBrother Vellies
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Brother Vellies offered a monthly subscription service called Something Special. Each month you would receive goods crafted by Artisans from around the world. I've been a part of the monthly subscription for well over 2 years; service was often a week or 2, sometimes 3 weeks late. However, the June 2023 item has still yet to be fulfilled, along with September 2023 - February 2024 not being fulfilled either. So, they owe me for 6 months' worth of items which have already been paid. Oddly, the monthly charge was always pulled from your account on-time on the 19th of each month. I have sent several emails to the 2 email addresses this company advertises, all unanswered. My emails were sent in June, July, August and now September of 2024. I can't help but feel scammed by this company whom I trusted. The last contact they sent was in March 2024, an email stating that they unfortunately had to end the subscription service because it was resulting in poor customer experiences and a lag time in shipping. However, there has been no information provided since then, along with no response to emails.Customer response
10/06/2024
Better Business Bureau:
At this time, I have not been contacted by Brother Vellies regarding complaint ID ********.
Sincerely,
***** ******Initial Complaint
08/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 8/1/24, I ordered the most expensive pair of shoes Ive ever purchased, Brother Vellies My Body My Choice Doodle Boots, for a total of $1,427.74. While there are no refunds, they promise exchanges within their return policy. When I received the boots on 8/8/24, they were a full size too big despite being my size 11 (which never waivers in other brands). That day, I filed for an exchange and got an auto-email reply that said Id hear from someone with instructions for how to return. I havent heard anything despite multiple emails. There is no phone number, but I called their retail store in *** and first got no answer, then a rapid busy signal, then a This number is no longer in service message. I then learned that Brother Vellies has an F rating on the Better Business Bureau for such things, as well as similarly poor This is a scam reviews elsewhere (attached). They create shoes in limited runs and sizes, and the likelihood of the size 10 selling out before they get back to me is high. The cost of the shoes is too high to be unconcerned here.I cant return the boots because I dont have a mailing address for the return, but they are never worn (except to try them on once) and packed up to go.The founder does a lot of press, has written a memoir, and posits herself as an altruistic business leader, and *** followed her with admiration for a long time. I owned a business for 20 years myself, and Im appalled at the ***** gap between her public persona and her businesss non-practices. Theyre such special boots that honestly, I would just prefer a refund because I dont want to be reminded of this business, but consistent with their policies, I would take a size 10 of the boots.Customer response
09/14/2024
Better Business Bureau:
At this time, I have not been contacted by Brother Vellies regarding complaint ID ********.
Sincerely,
*****************Initial Complaint
02/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I purchased a pair of shoes from Brother Vellies in Nov. 19 2023. I had received an email telling me the shoes were back in stock so I quickly purchased them. The website stated they would be delivered within timeframe of Nov 25 - Dec 15. Christmas came and no shipping news or any emails telling me of delays. Checked the website and it said orders were expected to ship Dec 15 - Jan 15. A few days before Jan 15, the website changed the date again for expected shipping to Jan 15- Feb 15. And this happened again before Feb 15, now saying Feb 15- March 15. But how do I know they wont just keep doing this forever? The shoes were obviously not in stock when I ordered and paid for them Online. So that feels very deceiving. And the worst thing is they are not very good at replying to emails, messages and DMs on Instagram. I have received one very generic email in the 3 months since Ive purchased the shoes, just saying to please bear with them as they are a small business etc etc. but no real explanation as to why the severe delays, nor can they guarantee when the shoes will be shipped. The shoes were very expensive, as most of their products are. Also I live in *********, very far away from ** so I feel particularly helpless, or wonder if they dont really care about my order because I am so far away. If BBB could help me by getting in touch with them that would be much appreciated, seeing as its almost impossible to get any response from them. I dont want any problems, I dont even want my money back, I would just like the shoes I purchased from them. Thanks very much.Customer response
03/23/2024
At this time, I have been contacted directly by Brother Vellies regarding complaint ID ********, however my complaint has NOT been resolved because:
I am yet to receive my order. The email correspondence I received was a very generic explanation for a delay and NO specific date has been provided as to when the shoes will actually be delivered. This has been happening since the day I purchased the shoes online: the website stated a date for delivery but as soon as that date came, there would be a new notice saying a new shipment timeframe of between 2-4 weeks, and just continued like that until now.
Also, I recently checked their website (I often do because there has been such a lack of communication and response to my queries, I feel like checking the website is one of the few things I can do to try to get some answers) and there seems to be a pair of the shoes I am waiting for. They were sold out for months but now there are a few sizes back in stock, one of them being the size I have been waiting for.
I dont understand why I am still waiting for my shoes coming up to five months but they seem to be offering a pair for someone else to buy!! This has been the most frustrating and stressful purchase I have ever made!! And the shoes are not cheap, $650 or something like that plus shipping.
I honestly feel so gaslighted in this whole situation. They took my money, didnt provide goods, take SO long to respond to multiple, multiple emails, dms and messages on Instagram. YET they post content almost everyday on Instagram, I get multiple promotional emails from them a week. But its just so hard for them to be accountable, or explain the situation, provide answers and some reassurance over the matter.
I honestly dont know what Ive done to these people to deserve such a messing around. Just completely ignored as though ** trying to get a free pair of shoes from them or something.
Thanks BBB for assisting in this matter. I just feel so helpless trying to do this on my own.
I hope Brother Vellies responds and fixes the matter soon.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Customer response
04/15/2024
At this time, I have been contacted directly by Brother Vellies regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
I am still waiting to receive the shoes. The business has sent me the correct tracking number for the shoes, and they are currently in transit in ******. Which is the neighbouring state to where I live. The shoes should not be far now, but I am still not confident to say the issue has been resolved, because until they arrive, I just dont want to risk saying the issue is resolved, and if for some reason they get sent back to *****************, I would have to start the whole process again. As soon as the shoes arrive at my front door, I will be in touch to say the issue is resolved.
thank you so very much for your help thus far. I dont believe I would have gotten this far without your help.
many thanks and kind regards,In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Initial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have 6 missing order from Brother Veilles. I have attempted to reach out via email becuase neither of the two phone numbers listed for the business work. I stopped recieveing email responses about these missing items. I would like some help getting intouch with someone to get more information or my money back. The missing order numbers are:***** - Dec 2023 ***** - Nov 2023 ***** - Oct 2023 ***** - Sep 2023 ***** - Aug 2022 ***** - Feb 2022 --> Shipping labels were created for these but they were never sent. When I try to track I get an error message from ***** I have emailed about thisCustomer response
02/05/2024
Better Business Bureau:
At this time, I have not been contacted by Brother Vellies regarding complaint ID ********.
Sincerely,
*****************************Initial Complaint
01/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Date of transaction: 11-18-23 Amount paid: $126 for 3-month subscription box called ************************* promised: 1 subscription box per month "By signing up, you will automatically receive something special delivered to you after the 15th of each month. You will be charged on the same day of your sign-up day, each month. For example, if you subscribe on January 2nd, each month, you will be charged on the 2nd for your subscription."Problem: Never received any contact from the business after paying. Reached out for a refund, after not receiving the first box. Checked BBB reviews and their FAQs, and noticed some bad business happening. I attached their FAQ section.Initial Complaint
10/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased boots May 7th at the time website said it would be approximately 3 months to receive waited that time and then contacted them regarding status update have sent 4 emails to company they do not have a working phone number and none of my emails have been answered so now it has been over 5 months. Order still showing on website as unfufilled with no updatesInitial Complaint
07/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order #***** Order placed on May 10, 2023 at 01:58PM Item was in stock when order was placed My account says unfulfilled, money they collected $506.85 They will not respond to emails requesting status updateCustomer response
07/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
05/24/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered a pair of shoes from Brother Vellies on March 21st for my wedding. They do not allow returns but they do say they offer exchanges within 7 days of the item being received. My order number was ******The order did not ship until April 6th and then did not arrive until April 12. On April 13th, I reached out and asked to exchange the shoes for another size. Since then, Brother Vellies has disconnected their phone line and not replied to any of the emails I've sent. I've attempted to reach them on instagram and ******** as well. I'd like for them to reply to my email and exchange the shoes for the size that I want.Customer response
06/18/2023
Better Business Bureau:
At this time, I have not been contacted by Brother Vellies regarding complaint ID ********.
Sincerely,
*********************************Initial Complaint
12/09/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Was supposed to receive the something special subscription box for my birthday in October, every month for 3 months (which was already paid for). Havent received anything at all and its been months. This company is scamming people and not even attempting to make things right. My emails to customer service have gone unanswered, their only phone number is never answered by anyone. Want my money back and for other people to not get scammed by this piece of c*** company.Initial Complaint
12/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order was purchased on 9.16.22 I knew I had to wait until October 15 to receive the gift but when that came and went, I reached out to customer service via two emails and phone. No one picks up the phone. I received an e-mail response one MONTH later saying to expect the order in 2 weeks. It has been three weeks and the order still has not shipped. I have requested a refund, tried calling again (but still no one picks up and there is no voicemail set up.)I want my money back now. It has been almost three months since purchase and no product has been received.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
21 total complaints in the last 3 years.
9 complaints closed in the last 12 months.