ComplaintsforBrother Vellies

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I originally purchased a pair of shoes (they were preordered) on 4/22/2022 for $795. The pair eventually arrived on 5/27/22. They were immediately poorly designed and were painful to walk. I returned for a store credit (not ideal, but fine). On 7/26/2022, I used my site credit to purchase a different pair of boots that were in-stock for an additional $404. It is now 10/18/2022, and I still have not received ANY communication regarding the status of my order. I've contacted them 10+ times, sent multiple emails, called their phone that just rings, and attempted to connect via Instagram. I've gotten no response. I'm now $1159+ out for more than 6months, and I have no product to show for it. I just want my money back. This has been such a terrible experience and very disappointing.

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of sandals ******* size 12 from Brother Vellies for $285 on 07/06/2022.I enquired prior to buying whether the item was true to size via comment on their Instagram page and was assured in response that it was. I paid for 2 days priority shipping for an additional $12.66 and it took a week for them to process and ship the order - even though their T&Cs guarantees 2-3 days. I eventually the pair of sandals on 06/18/2022.Upon trying on the sandals, it became clear they were not true to size (I am an 11 or **** in every other brand and the Brother Vellies sandals in 12 were ridiculously small) and I reached out to Brother Vellies through Instagram DM on 06/19/2022 to request an exceptional refund.I reached out by email to ******************************* on 06/21/2022 and the message was left without a response.I followed up with a series of comments on their Instagram page between 06/23/2022 and 06/28/2022 that were left without response.I followed up on my email communication on 06/26/2022 that was also left without a response.According to Brother Vellies T&Cs:In the case you are not completely elated with your shoes, please notify us as soon as possible. Any unworn, undamaged items will be happily accepted for exchange within seven (7) business days. Please note, we do not offer refunds. Orders may be canceled only within 24 hours of original purchase. Custom orders are not eligible for refund or return.I originally requested a refund, offering to cover the shipping cost which they are free to refuse even though the product is not sized appropriately. Even if they declined the refund, I have not been offered the possibility of exchanging my item even though I reached out within the 7 days period. The shoes are unworned and undamaged. I request at the very least to have the possibility to exchange the shoes for another item or for store credit. Brother Vellies is in violation of their T&Cs.

  Customer response

  06/30/2022

  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

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Original Transaction - 2.12.2022 in the amount of $38 (**********************************)I purchased the Brother Vellies "Something Special" Subscription for my wife for Valentine's **** She is supposed to receive hand crafted items from different countries and cultures monthly. I expected a delay in February because of the holiday. The order from February still has not been received. They have consistently taken my payment every month, on March 12th they charged $38 and on April 12th they charged $42. The additional charge was for added shipping for a larger item, which was not explained to the customer until after the charge was made. My account still shows that Feb and March orders have not been fulfilled. In April I received a half opened coconut for my wife to plant with some explanation of the origin and how to nurture it. Still nothing hand crafted or cultural.I normally don't do things like this, but I consistently get marketing info from them daily and they post on social media regularly. I have asked through email, direct message, and posts for them to not charge another dollar and return my money. They have yet to respond to any chats, emails, or posts, and the phone just rings when I call. I received the May 12th charge this morning of $42 and that was the last straw. My account states that it was refunded, but its showing as pending on my statement at the moment. I just want my money back from Feb 12th, March 12th, and May 12th. The coconut thing is ridiculous considering what I was ordering, but its not the end of the world. Please return funds for orders not 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. ↩