ComplaintsforFeral Lyfe LLC

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 11/2/2023 I ordered from Feral Lyfe three pairs of ladies Size M leggings at $214.70 and paid via PayPal. This was my second order from Feral Lyfe. I placed my first on 9/12/23 for one pair of Size M leggings at $71.57 and paid via PayPal. As background, I met *************************** owner of Feral Lyfe on 9/9/23 at a vendor street fair in *********, **. She had a size M pair of leggings displayed on a mannequin I wanted to purchase. **** gave me her business card and told me the leggings were available for purchase on her website and that a Size M was the right size for me. I ordered the Size M leggings which were the correct size for me. Naturally my second order was also for Size M leggings. On 11/14/23 I received the three pairs of Size M leggings. The waist of the Size M leggings measured 3-4 inches smaller than the Size M leggings from my first order and were visibly smaller overall when compared side-by-side. To initiate a return of the leggings I reviewed Feral Lyfe's website return policy. On 11/15/23 per the return policy I completed the website Contact Us form and also emailed ***************************** the same information to create a record of my request to return the leggings for a full refund due to a sizing manufacturing defect of the leggings. I attached photos to my email demonstrating the disparity in the physical size of the leggings from my first and second orders. On 11/16/23 **** replied to my email. She requested I provide additional photos which I did that same day. On 11/17/23 **** confirmed receipt stating she would send the pictures to the manufacturer, watch for their response and get back to me. Ten days later on 11/27/23 I emailed **** asking for her decision on the return. On 11/30/23 **** emailed it was a busy time and would get back to me. On 12/4/23 I emailed **** asking for her decision on the return. On 12/6/23 **** replied to watch for a return shipping label and refund. Today 12/14/23, 8 days later I have received no refund or shipping label.

  Business response

  12/25/2023

  I have sent an email and paid return shipping label with instructions to ****** on Dec 6th, and resent today December 25th, after receiving this. Perhaps ****** should check SPAM as it goes thru the e-commerce softwareShopify. Once I've receive the returned leggings I will issue the refund. If she needs me to send the email/return label a separate way she needs to let me know. 

  Customer response

  12/29/2023

  I received Feral Lyfe's 12/25/2023 email authorizing return of my order and am submitting it as an attachment here. As you can see, the email came direct from Feral Lyfe's email address, not from the e-commerce software claimed by the business owner, which she attempts to tie to potential non-delivery or spam-folder delegation of a 12/6/2023 email. Which of course I did not receive. I will return the items using the shipping label provided, track the return status, and expect the business owner to follow through on their statement to issue a refund on receipt of the leggings.

  Customer response

  12/29/2023

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

  Customer response

  01/23/2024

  I am writing to advise the BBB this business owner has failed to follow through with the agreed resolution. On 12/25 the business owner agreed to issue a refund once she received the leggings. **** delivered the leggings on 1/8/2024. The business owner emailed a refund in progress notification on 1/15/2024, stating I would receive a refund within 3-7 days, which she has not followed through on. She has been in possession of the returned leggings for 16 days. I paid for the leggings via PayPal. Every experience I have had with PayPal points to same day credits to my payment method when a business processes the refund. Sadly, the business owner has stolen $214.70 from me. I had hoped for a better outcome. But again sadly, I should have expected nothing less than continued bad business dealings from this crooked business owner. I will be filing as many additional BBB complaints against the business that I possibly can, ranging from false advertising, to defective goods, to total disregard for good work the BBB was created for.

  Business response

  02/07/2024

  Hello there. Unfortunately I had no idea the refund did not issue until I recieved this complaint. I did as my Shopify system suggested and assumed it went OK. Since I've never issued a refund thru PayPal there is one additional step I didn't know to do. 

  I am now in the process of issuing the refund thru PayPal instead of the Shopify system (like I thought I had to do.). This was a very honest mistake and I WANT to give ****** back her money and be done with this energy. I understand why she is upset, but this has been an honest learning experience and a unique situation. Honest mistakes happen, especially when it is a first time doing something. 

  This is a very unique situation and being as there was a storm with -30 degrees...the return did sit in the mailbox a few extra days. Please understand that was beyond my control.

  Now that I'm aware there is a problem (again) I will rectify ASAP. Please allow 3-4 days for me to figure this out and learn the PayPal refund process. 

  Since as a business owner with MANY happy clients that are very patient with this one-woman show, I have a few things to juggle at one time. 

  Thanks.

  Customer response

  02/07/2024

   
  Complaint: 21008292
  
  I am rejecting this response because:
  
  I reject the vendor's proposal to resolve this complaint by issuing a refund in 3-4 business days. I cannot accept the vendor's proposal to issue a refund in 3-4 business days, have this complaint closed out, and then come back to the BBB again because the vendor fails to follow through for the second time on the resolution that they themselves propose. The vendor needs to resolve this today and issue a refund for the merchandise that they have been in possession of since 1/15/2024. The vendor is effectively engaging in theft: they are in possession of the merchandise I fully paid for, and the funds I paid for the merchandise.
  
  I initiated a return request with the vendor on 11/15/2023, nearly three months ago. The vendor continues to kick the can down the road, presenting excuse after excuse as to why they aren't following their own published return policy, and now why they haven't issued a refund for returned merchandise which is in their possession. The vendor purports they 'had no idea' the refund did not issue until receiving notification from the BBB today, 2/7/2024. However, on 1/25/2024 I notified the vendor via email that the refund had not been issued. That email documentation is attached for your reference.
  
  The vendor needs to resolve this today and issue a refund for the merchandise that they have been in possession of since 1/15/2024. 
  
  Sincerely,
  
  ***********************

  Business response

  02/08/2024

  Dear BBB - please note that I am working on issuing the refund for ******. I have to confirm bank details in order to get money from my account, back to PayPal to issue the refund. This is the first time I've ever had to do this is six years, so I didn't know the process and I thought it would be automatic like the deposits are. I do understand why ****** is upset, but there is NO WAY for me to pay her back except thru PayPal. Attached is documentation of me waiting and trying to confirm the account for a refund. I am unsure why PayPal can't just take from the account it deposits in (since it is the same thing), however my hands are tied at this moment. Until PayPal releases the funds, I am unable to give her refund. 

  Customer response

  02/12/2024

  On 2/7/2024, in addition to reopening BBB Complaint ID ******** against the vendor, Feral Lyfe, I filed a complaint with PayPal to preserve their 180-day dispute resolution timeline. In response to these actions the vendor issued a refund via PayPal on 2/10/2024.

  I am deeply grateful for your assistance in resolving this matter.

  Thank you!

  Business response

  02/13/2024

  Refund has been issued. It has been taken out of my bank account, and is with ****** now via PayPal. Please close this case. Thank you. 

*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. ↩