ComplaintsforAndrew Christian Inc.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am so disgusted, disheartened, and disappointed with my experience with this company since making several purchases 3 weeks ago!The first issue was with my second order (order # **********) where something was done or some "error" occured where my ****** account was charged, but the order did not go through to Andrew Christian and I did not receive a confirmation email with this order number in it. I contacted Andrew Christian customer support 2 days before the order was fulfilled to cancel this order because it was a duplicate with a replacement order behind it that I wanted to be fulfilled.Despite clear, more than adequate, and thorough timely communication I suffered email tag back and forth for weeks stressing and annoying the living $#!+ out of me for weeks because the people handling the case just absolutely weren't paying attention or were continually doing things on purpose for some reason.I have developed a headache while typing this I am so upset and annoyed because it was about to be mostly resolved with an account merge and account credit to my main years old account at ***************** from ***************** (this ***************** account was created by someone at A.C. to fulfill order #********** that was supposed to be cancelled because ***************** was my ****** address that was charged...whoever did it received the email with the ****** information ALONG WITH my request to cancel the order but rushed the order out anyway, which greatly contributed to this fiasco!).Despite very clear language they did the complete opposite and moved everything over to ***************** instead of ***************** and this was the last straw before I filed this complaint!The email communication stream attached to this complaint clearly shows everything I just noted!I am very seriously considering returning all $600+ of merchandise I have purchased!Is there a way to combine everything in one box and only have one return shipping label?

  Business response

  09/25/2024

  Hello, 
  
  We have reviewed Keidron Flakes's concerns regarding his complaint      .
  
  The customer made multiple orders over the span of a few days using multiple email addresses.  The customer reached out to ask to have one of the orders canceled.  However, the customer did not know the order number and asked that we cancel the order totaling $122.  Unfortunately, the order had already been fulfilled and shipped. The customer received the package and now is returning it for a refund. He wanted us to reimburse the shipping charges. Since the shipping charges go to the shipping carrier, we offered a store credit and a discount code instead.  The customer did agree and we added it to his account.  The customer did reply to let us know that we added that credit to the wrong account and we went ahead and transferred the credit to the account that he indicated. Once we receive the package, he will be refunded in full for the order. 
  
  We feel as though this issue has been resolved for the customer. 
  
  Best, 
  
  ******************** Customer Support Team.  

  Customer response

  09/26/2024

   
  Complaint: 22335693
  
  I am rejecting this response because:
  1) I did *NOT* initiate multiple orders using multiple emails addresses! I had always used ******************* I sent a message from my ****** email address after an order was charged to my credit account, but there was no record of it in the Andrew Christian system and after I did not receive any confirmation of the order. In my email I clearly and thoroughly stated everything that occured and I included the ****** charge information that they used to manually attach the order to the wrong email. I stated very clearly which email my rewards account was attached to and I stated even more clearly in that email that I needed for that $122.** order to be cancelled because it was now a duplicate and they fulfilled it anyway causing a shipping charge that I should not have to pay because I explicitly indicated that the order should be cancelled.

  What a nightmare this has been!

  Over the course of 3 weeks I engaged in email tag with the same representative who either very clearly wasn't paying anywhere near enough attention to my very clear and thorough emails and/or who made additional mistakes and misdid other things on purpose to **** me off for some reason.

  At any rate I am beyond sick of dealing with this and I am on my way to return every order I made in a large box. I have taken extensive pictures of everything proving original state and I am requesting some sort of refund for the nearly $100 in shipping charges incurred. I had to pay an additional $20 just to ship all of the stuff back. I want a refund for some or all of these shipping charges.

  I am really disheartened and disgusted with this situation! I had been a fan of the Andrew Christian brand for many years. That has now changed! I am so annoyed by this that I can not put into words! This representative made me so mad the other day that it partially made me sick! You can clearly see in the 20+ pages of emails that these people were botching and messing up on purpose causing additional issues! 

   

   

   

  
  Sincerely,
  
  Keidron Flakes

  Business response

  09/30/2024

  We have reviewed Keidron Flakes's concerns regarding complaint # ********.
  
  
  We understand the concerns and appreciate the feedback. We deeply regret the customer's experience and the inconvenience caused.
  
  We sincerely apologize that this happened.  To rectify this, we offered to refund the order and issued a generous store credit along with a hefty discount code to resolve the issue. We sincerely hope the customer will use the credit and discount and continue to be our customer.

  Customer response

  10/03/2024

   
  Complaint: 22335693
  
  I am rejecting this response because the damage has been done, unfortunately.

  Every order made, including the duplicate order, have been returned processed through your portal, have been repacked, and have been reshipped (at yet additional cost) back to the ********************************* location. There were 2 return shipments with tracking and status information below:

  Tracking Number 1:

  9434636106053001355655

  Your item was delivered to the front desk, reception area, or mail room at 3:27 pm on September 27, 2024 in ********, *********

  ----------

  Tracking Number 2:

  9434636106053019088569

  Your item was delivered to the front desk, reception area, or mail room at 4:38 pm on October 1, 2024 in *******************

  The first package was the $122+ duplicate order return shipment. The second package was a large box with every remaining order packed together. You received the first one on Friday and the second one the other day. I am yet to receive any status emails or to see any funds returned back to the original firm of payment as promised in full.

  Let me say that I am gay male who had loved this Andrew Christian brand for many years until this experience mostly involving the customer service representative ***** who just atrociously handled this situation and upset me multiple times ultimately leading to this full reversal.

  I look forward to getting the full refunds promised and please keep in mind that I vhad to pay an additional $12+ and $20 to ship these returns back to you. 

  The best outcome would be to get those funds returned as well and have the store credit rendered as a form of credit to my ****** or credit card. I will not use the store credit or savings code so it's like I never received them unless you it toward this overall return situation and have it out back on my credit card and/or credit account.

  I want this to get resolved and over and move on. This has been dragging on almost daily for a month now!!

  
  Sincerely,
  
  Keidron Flakes

  Business response

  10/07/2024

  we did receive your return however **************** needs to confirm with you what was included in your shipment. Apparently there were 3 units you say were in the shipment but were not. You should have already been contacted by them.

  Customer response

  10/09/2024

   
  Complaint: 22335693
  
  I am rejecting this response because:

  This is REALLY REALLY DISGUSTING AND DISAPPOINTING to say the least!

  I am done with the inappropriate games!

  I searched around and you have received, very nicely and cleanly packed, all 6 orders as processed on your site!

  You also have the $30 store credit and the 50% off coupon value that I will NOT be using because of this fiasco and this DISGUSTING unprofessional behavior!!

  What is wrong with you people and why would you choose to mistreat one of your own in such a manner!?

   

   

  
  Sincerely,
  
  Keidron Flakes

• Initial Complaint

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 7th, 2024, I purchased a mystery grab bag containing two swimsuits from Andrew Christian. Upon receiving the items, I was dissatisfied with the styles supplied. **************** confirmed that, as a mystery item, the swimsuits could not be returned.Subsequently, I received a notification to leave a review of the products. Following the link, I submitted a review expressing my honest opinion that I did not like the items I received. My review was a fair assessment of the product being sold on the merchant's website. However, I then received an email stating that my review was denied because it was "not a review of the products." This assertion is completely false.I contacted customer service again to understand why my review was denied. They stated that reviews should focus on the look, feel, and fit of the products. Despite this assertion, I observed that the same product page had several positive 5-star reviews that did not address the "look, fit, feel, etc." These reviews were clearly allowed to remain because they were favorable.This company is engaging in deceitful and unfair business practices. It is likely that other negative or neutral reviews have also been declined, preventing customers from making informed decisions about their purchases. Due to this lack of transparency, I am requesting a refund for my purchase.

  Business response

  07/17/2024

  The details shown on all of our "Mystery" products are as follows (Specifically the Mystery Swim):
  
  Summer Splash! Enjoy A Little Mystery With Our Mystery 2-Pack Swimwear Grab Bags...Now On Sale For ONLY $29.97! (Approx Retail Value $90)!
  Each Limited Edition Mystery Grab Bag Includes:

  2 Pairs of Premium Andrew Christian Swimwear Consisting Of Any Combination Of Bikinis, Trunks, and/or Swim Shorts...no duplicate items guaranteed (the no-duplicate-guarantee only applied per grab bag in case of more than one grab bag purchase).

  Limited Edition Grab Bags...Included Styles Will Never Be Made Again
  2 Premium Andrew Christian Swimwear Styles
  Handpicked Styles From Our Swimwear Collection
  No Duplicate Items Guaranteed
  Designed In The Andrew Christian Design Studio In ***********, **********

  
  *Approx 67% Off Original Retail Value. Retail value is approximate and varies depending on the items selected. Mystery styles are not eligible for purchase with any sale or discount codes. Quantities limited to stock on hand. No limit per order. Non-returnable or exchangeable. Individually packaged in its own plastic bag.

  The idea around "Mystery" products is to allow customers to explore other styles they may not have otherwise chosen. This is not meant to be deceptive but instead to pique customer curiosity and allow our customers to expand their tastes.

  Customer response

  07/19/2024

   
  Complaint: 22002018
  
  I am rejecting this response because: I understand the concept of a mystery item and am not claiming that to be deceptive, what is deceptive is your manipulation of customer reviews by declining negative reviews creating a false expectation. You do not uniformly apply your review policies, you cannot hide negative reviews AND not allow returns on some products.  From other reviews online, its clear I am not the only one who noticed your manipulation, I wish I had looked on other site prior to my purchase. 
  
  Sincerely,
  
  ***************************

  Business response

  07/23/2024

  Here is a link to write a review of the Mystery 2-Pack Swim Gra Bag. All reviews are moderated.
  fera.review/andrewchristianinc?product=8225853571307  

  Customer response

  07/25/2024

   
  Complaint: 22002018
  
  I am rejecting this response because: I did write a review of this product for which you do not accept returns and it was denied -  yet irrelevant but high rating reviews are present on the page showing clear deception. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order from Andrew Christian on January 30, 2023 for a 2023 calendar and paid the requested amount. Today, February 5, 2023, I am told that my order is being shipped through ********************* not to my home but to their Access Point and I am required to travel to that address!!! I am a disabled senior and do not drive; demanding that I travel distances to pick up something that could have just as easily been sent to me via **** is unacceptable. I have already filed complaints against *** with the Better Business Bureau, the DC Attorney General, and the ************************ because they stubbornly REFUSE to deliver parcels to my home address even though they are paid to do so. Any merchant that insists on using them as a delivery service is contributing to a company that practices a blatantly discriminatory policy against disabled seniors and I have demanded a refund of my money and cancellation of the order in question. I am ending any dealings with a company that willingly sends my merchandise through a delivery company that practices such discrimination against disabled seniors. I see no room for compromise here; I am withdrawing my order and demanding a refund AT ONCE!!!

  Business response

  02/06/2023

  This issue is with *** not Andrew Christian Inc.. Per the customer he has clearly stated that *** refuses to deliver to his residence. Unfortunately Andrew Christian has not control over the decisions that *** is making on this particular residence. We have refunded the customer the full amount of the order but his complaint again should not be with Andrew Christian. 

  Customer response

  02/06/2023

   
  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. However, I have an issue with any company that uses a service with as bad a reputation as *** for home delivery. The reviews for *** speak well enough to make it clear that *** is NOT to be trusted with any kind of delivery. I have had many items sent for delivery that never reached me, including one that *** gave to some unknown person without examining ID first! There are other services far more reliable and I am convinced the cost difference is not exorbitant. "A person is judged by the company he keeps" is a truism that bears repetition, especially when the company is a company with such a bad record as ***. I would regard a carrier pigeon more reliable. Besites, why can't a calendar be sent via ***** Granted, thanks to *****, **** is no longer reliable, but choosing a delivery service does require some judgment, and clearly Andrew Christian showed extremely poor judgment. **** is likely to lose things or take a long time to deliver, but they don't hand over merchandise to unidentified strangers, which *** is on record as doing to all too many customers who were done out of their purchases!
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've tried numerous times to contact the business about a refund and received no response. Three separate emails - then I sent a WhatsApp message, which I can see that they read (double-blue checkmark means the message was opened). This is a basic problem that shouldn't require this much effort: the cost of returning a good is more than how much I paid for it originally, and I'd simply like to know if there's a different way I can ship back the product for a refund. I've attached a screenshot of my one-sided WhatsApp message as well as the three separate emails I sent that also never received a response.

  Business response

  12/19/2022

  We're assuming you are wanting to return your last order with us which was placed on September 30, 2022. Our return policy indicates you can easily return a product within 30 days after your purchase date. That would mean you could return this order until October 30th. Your screen shots of WhatsApp request for return information is dated November 27th - well ***************** window. In the footer of the website is a link to the returns page where you can process a return and we also offer you the ability to purchase a return label from *** for $7.50. You could also ship it through any means you have available to you, ie, not through ***. However, the real issue is that the returns window had passes when you contacted us for return details. After the 30 days passes you won't be able to use the returns process we have on our website.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order number XXXXXXXXXX on ******** ordered with a coupon code that allowed *** off their door buster items... seemingly all we're out of stock when they went to ship sounds like the company didn't want to ship them as later they were still available in that size on their site... also according to their sizing chart I would be a medium... surprise when nothing including the pants I ordered didn't fit... was very civil with them went through their process tried to exchange no help from their team to try and get different products... pod for shipping back to them and was not returned my shipping had to get with them several times about refunding the correct amount which they have still yet to correct and it's been over a month... also at this point they seem how turned back on my auto ship for a size I can not fit into and at this point I am don they charged my card again and I don't feel like I should have to pay the original shipping and the return shipping and want the correction in my account for the original transaction they refunded wrong... I used their size carts measure myself several times and still wrong they charged my card a second time with out my consent and it's all a damn mess... I am frustrated and outraged how little this company cares and how matter of fact their emails have been... not to mention you can not call them or speak to anyone over the phone...

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/17) */ Mr. ********..... This does appear to be a mess as you stated. I'm looking at the refunds we issued. There was one for $92 and One for $6.70 and one for $23.29. That appears to be a complete refund for your order. As for the Door Busters, these are products that generally have small quantities in stock and so although it's rare we have situations where we have oversold a product and cannot fulfill the order for a certain product. The reason it reappeared on the website after being out of stock is that returns come in daily and after inspection they are returned to inventory and can reappear on the site after being out of stock. The size charts are pretty accurate but we give a range still because many people are not a exact 32" waist. So we list the range of 31-33 inches waist for our Medium size 32". If you were to lay the product out and measure the waist you'd find the size 32 to be pretty close to 32". If there is still an outstanding issue we haven't resolved please give me the specifics and I'll be sure to rectify it.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Date of transaction: December 11, 2021 Amount disputed: $15.79 Tried to ask the company for help on a defective, unused, still sealed and tagged clothing item. I am being asked to again pay for shipping of $7.50. An in store return was denied and I was told to do it online. See screenshot of them asking for $7.50 return postage on a defective product

• Initial Complaint

  12/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Ive been dealing with this company for over a month. They themselves told me how shotty there internet site is as well as to many other problems. Currently its going on over a month since they were suppose to cancel my orders after their website failed to honor my 50% coupon. i have lots of photos and videos as well as dozens of emails on top of over 4 hours of phone conversation put into this.... On top of it today the same **** there website doesnt honor the promo codes and has all sorts of glitches. Its a complete scam. my name is ******* ******** nXXXXX ********************* XXXXX XXXXXXXXXX 11/2/21 ******* ******** $234.52 Complete / Shipped View Order XXXXXXXXXX 11/2/21 ******* ******** $226.25 Complete / Shipped View Order *********@********* this is barely the half of******* dealt with them

*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. ↩