ComplaintsforSundance Catalog

• Initial Complaint

  11/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Refund to credit card for item returned and received by company on October 7, 2024.Purchased a top on September 24 and received item promptly. The top was made of shoddy material and poor workmanship, not representative of Sundance quality. I returned item according to their return policy and they received it on October 7. I have emailed three times and talked to someone twice, always getting the same response that they their system is down and can't process. How can a return take that long to process? The one rep I spoke to said for my inconvenience she would refund the shipping charges of $13.95 which she did promptly. The rest of the refund in the amount of $106.34 I am still waiting. This has been over a month and I expect my refund now. If they can't find it, that's their problem.

  Business response

  11/11/2024

  Dear Ms. ********************* you for shopping with Sundance Catalog.  In reviewing your order, I show the refund wasn't fully processed on our end.  I am sorry for this error.  I have pushed the refund through.  You will be receiving a detailed email from us regarding this refund.  I am reporting this to our warehouse to find out why this occurred.  Thank you for bringing it to our attention.  

  Again, I am sorry for any inconvenience and frustration this may have caused.  If you have any other questions or concerns, please feel free to contact us back by phone at ************ or by email at ************************************************************.

  Thank you,

  ***** ******

  Director of Customer Service

  Customer response

  11/13/2024

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on 26 April, ***** #********, for $706.52 (7 items). After calling to check on an apparent shipping delay, and being told "we're busy" and "we don't work weekends," I finally received the package 12 days later, on 7 May. The items were of poor quality, so I returned them all the next day -- 8 May. The return was received at Sundance on 13 May. Today, 20 May, I called to check on the refund, and was again told "we're busy" and "we're working on returns from 3 May," or 17 days ago. I will apparently not be refunded for another 2.5 weeks -- or more than a month from start to finish. This is completely unacceptable. If the company is too busy to ship promptly and handle returns properly, they should hire more people -- or go out of business.

  Business response

  05/20/2024

  Dear **************,

  Thank you for reaching out to us regarding your experience with your return.  I am sorry for the inconvenience we may have caused with the processing time and the **************** you received.  I have forwarded the return process time frame to our warehouse manager.  I will also be speaking with those you talked to about the assistance we provided.

  In the meantime, I have issued you a refund for the returned items as well as the original shipping.  We will be sending you a detailed email with the refund amounts.  I am happy to talk to you about the refund details if you would prefer.  

  Again, I am very sorry and appreciate your time on this matter.  If you have any questions or concerns, please feel free to contact me back directly by phone at ********************* or by email at *********************************************.

  Thank you,

  ***********************

  **************** Manager

  ********************

  Customer response

  05/24/2024

   
  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 **** have now received a full refund for my return, as originally requested.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a shirt and when it arrived it was too big. Returned it properly and asked for a new size. This was over a month ago and no response, no shirt, no money back.

  Business response

  05/17/2024

  Dear Ms. ****************** you for contacting Sundance regarding your return.  I have reviewed your most recent orders to see if I can locate the return you are referring to.  I did find an exchange request for item ******, the Bountiful Riches Tank.  It looks like the new size you requested was sold out and we issued you a refund for the returned item.  We sent you an email regarding this refund on May 1, 2024.  I can have this email resent to you with the details of the amount refunded.    

  If this isn't the top you were referring to, please contact me directly and we will research more.  I am sorry for any confusion we have caused.  Please contact me directly by phone at ********************* or by email at *********************************************.

  Thank you for your time.

  Thank you,

  ***********************

  Customer Service Manager

  ********************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item from Sundance & the day after receiving the order I returned it for a refund following the refund instructions published on Sundance Catalogs website. On May 3, 2024 I called Sundance about the credit refund and was told that the item was received on April 24th & a refund should be issued the week of May 6th. As of today, May 9th I have not received a refund credit. I will not order anything from Sundance again & will now contact my credit card company for my credit. VERY DISSATISFIED WITH SUNDANCE CATALOGS RETURN/REFUND PROCESS - 2 weeks & still no refund.

  Business response

  05/10/2024

  Dear **************,

  Thank you for bringing this to my attention.  I am sorry for the time frame in processing your return.  I have referred this to my warehouse manager for review.  

  I have also issued you the refund for the returned item as well as the original shipping for the package.  The total of this refund will be in the amount of $63.22 and will go back to your original form of payment.  You will be receiving a detailed email from us regarding this refund and process.  

  Again, I am sorry for the frustration we have caused.  If you have any other questions or concerns, please feel free to contact me directly by email at *************************************** or by phone at *********************.  Thank you for your time.

  Thank you,

  **********************;

  Customer Service Manager

  Sundance Catalog

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly asked this business to unsubscribe me to all email lists. I still get 2-3 emails from them a day.

  Business response

  04/15/2024

  Dear *************,

  Thank you for bringing this to our attention.  I apologize for the inconvenience this has caused you.  I have clarified with the appropriate departments your email has been unsubscribed in our system.  I have also forwarded this concern for further review.  

  Again, I am sorry for the frustration we have caused.  If you have any other questions or concerns, please feel free to contact me back directly by email at *************************************** or by phone at *********************.

  Thank you for your time.

  ***********************

  Customer Service Manager

  ********************

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned a garment because of quality. Sundance received the garment on 12 March and to date has not credited me back for this return despite my 2 phone calls to them. This is my most recent unhappy incident. Regularly they double charge debit cards when you order and you have to wait for the second charge to ‘drop off’ several days after the charge was put through. I want my debit card refunded please.

  Business response

  03/27/2024

  Dear ******* *******,

  Thank you for contacting Sundance regarding your order.  I am sorry for the inconvenience of the time frame to process your refund.  In reviewing your order, I show we issued a refund for ******, the Ottilie Reversible Jacket on March 20, 2024.  The refund does take 24 - 48 hours for processing before going back to your bank or credit card company.  The details of the refund were emailed to your email address we have on file.  For security reasons, I will not be including this information now.  However, I am happy to send you a separate email with that detailed information.  

  Again, I am sorry for the confusion we caused on this return.  I have forwarded this to our warehouse/returns manager for review.  If you have any other questions or concerns, please feel free to contact me back directly at ###-###-#### or by email at **************************

  Thank you for your time,

  Tessa R*****

  Customer Service Manager

  Sundance Catalog

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On January 8, I ordered the Maru skirt for my niece (order # ********), which arrived on January 16. When she tried on the skirt, she discovered it was much too sheer even though the description of the skirt at the time indicated it was fully lined. I emailed Customer Service to check if the skirt was fully lined, and was told (erroneously) that it was, that the lining was cotton, but they had no photo of the lining. ( It's not lined and is no longer offered for sale.) My niece returned the skirt to Sundance on January 22, carefully following return directions and even writing on her return form that “[her] intention was to refund the sender’s credit card [that’s my card] as this was a gift [she] did not intend to keep (given that [she] would likely not wear it).” On February 9, she received what looked like a gift card from Sundance in the amount of $138, which is the price of the skirt less the $17.95 shipping cost. Sundance return policy indicates: “The purchase price of the merchandise will be credited back to your original method of payment. We will deduct a return postage fee of $7.95 when the prepaid label is used. I wrote to Tessa R*****, Customer Service Manager, **** * **** *, Salt Lake City, UT 84120-7212 on February 12. 2024, requesting a refund of $148 ( $156 price of skirt - $7.95 shipping) and have heard nothing. I emailed Sundance Customer Service on February 20 and have heard nothing. My niece used the pre-paid shipping label, which means only $7.95 should have been deducted from the price of the skirt. I want Sundance to credit $148 as soon as possible to the credit card I used.

  Business response

  02/26/2024

  Dear Ms. ******,

  Thank you for contacting Sundance regarding your order ********.  Thank you for your time on this matter.  In reviewing the order, I show that we did issue a gift card in error.  I have notified my returns department for further review.  I have also spoke with those you have had contact with regarding the lining and the gift card.  I am sorry for the misunderstanding we caused.

  I have deactivated the gift card and issued you a refund to the original form of payment.  I am sending you a separate email with details of this refund.  This email is coming directly from me for security reasons.  I will include all my information if you have any other question or concerns, please feel free to contact me back.  

  Thank you again for bringing this to my attention. 

  Thank you,

  Tessa R***** 

  Customer Service Manager

  Sundance Catalog

  Customer response

  02/26/2024

  
  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.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received gifts from the Sundance Catalog for the holidays from a family member. I wanted to return those gifts because they did not suit me. When I contacted Sundance I had many questions that the Customer Service department sort of answered. They told me that I would be emailed a return label, so that I didn't have to alert the family member that I planned to return the order, but the return label was never emailed. I ended up having to use the return label sent with the gift, in turn alerting the family member. As requested by the CS member, I filled out the return sheet with my requested exchanged items as well as my credit card information, again, as requested by the CS member. I did not receive the exchanged items. Instead, I received a gift card for the amount of the gifted items. When I went to purchase these items, using the gift card, I checked the balance on my account and it showed one amount. When I chatted with a CS member they told me it was a glitch in their system and that the amount was half of what I was shown. After attempting to understand that IT mistake, I completed my purchase to only be told that the site did not hold my credit card info and I would need to call to complete my order to receive my purchased items. The amount of work I have had to do to get a gift that I was given is uncalled for. Customer service is short and unempathetic. They do not offer a viable customer solution or experience. I will not recommend this company to anyone. Ever. The fact that you cannot review on their site is a MAJOR red flag.

  Business response

  02/12/2024

  Dear ****** *****,

  Thank you for bringing this to my attention.  I have received your request and the notes in these orders.  I am sorry for the confusion and inconvenience this may have caused.  I will be talking to those who assisted you for further reviewing.  

  To protect your return information and gift card amounts, I am sending you an email to the email address we have on file.  I will be providing the break down the refund, that way we make sure to get you the correct refund amount owed.   

  Again, I am sorry for how this return was processed incorrectly.  I truly appreciate your time on this matter.  If you have any other questions or concerns, you can contact me directly by replying back to my email or by phone at ###-###-####.

  Thank you,

  Tessa R*****

  Customer Service Manager

  Sundance Catalog

  Customer response

  02/19/2024

  
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a pair of jeans on Nov 27 2023 online. Jeans were defective so I called and spoke to a rep. *** informed me how to fill out return slip and I put into mail on Dec 1. They were received by company on 11th per my conversation with rep. Ive had 2 online conversations with reps about refund. I was told I would be refunded quickly. Its now Jan 2 **** and I am still waiting for my ************.

  Business response

  01/04/2024

  Dear ****************,

  Thank you for bringing this concern to our attention.  In reviewing your order, I show we issued you a refund for the return of ******, the ********************* yesterday January 3, 2024.  We sent you an email with this refund and the amount details.  The refund can take 24 - 48 hours for processing before going back to your bank or credit card company.  You will see this on your next billing statement.  

  Furthermore, I have forwarded the feedback and concerns to our warehouse manager for review.  I am sorry for the time frame for processing the return. 

  If you have any other questions or concerns, please feel free to contact us directly by phone at ************ or by email at **********************************. 

  Thank you again for your time.

  Thank you, 

  ***********************

  Customer Service Manager

  ********************

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/24/23 I ordered 2 sweaters from Sundance. I dd not receive any shipping information after 1 week. I called customer service and the order number that I received at purchase is actually that of another customer in Chicago. I called my credit card company and have been charged. Sun dance says they cannot refund me because they do not have an order number and finally customer service told me that this has happened to several customers and was a computer issue on their end. Yet they cannot refund or or resolve it.

  Business response

  12/03/2023

  Dear Ms. ****,

  Thank you for shopping with Sundance Catalog.  I am sorry for the misunderstanding regarding the charges on your account.  We are happy to get you refunded as soon as possible.  I would need to talk to you for the card information.  

  I am sending you a separate email with my information included so we are able to get this resolved for you as soon as possible.  You may also call me at ###-###-####.

  I am very sorry for the inconvenience and confusion we caused.  If you have any questions or concerns, please reply back to my email or call me directly.

  Thank you,

  Tessa R*****

  Customer Service Manager

  Sundance Catalog

*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. ↩