ComplaintsforStella Rae's

• Initial Complaint

  11/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Stella rae boutique order 1 was placed on 11-10-22 (1) mystery box and cowboys mini patches $201.02 previous debit card canceled for money was stolen. 2nd order 3 mystery boxes order was placed on 1-21-23 $216.33.. 3rd order placed same day 3 more mystery boxes same total. 4th order placed 1-21-23 3 more mystery boxes $216.33 these orders were placed with gift cards i no longer have. Last order was placed on 11-18-23 1 mystery box just so i could get rid of my credit total 106.95. I included screen shots of the orders. One of the orders might say complete but the items were never shipped. I have emails were the told me they were waiting for items before its shipped or that i would receive the items soon.

  Business response

  11/05/2024

  HELLO!

  TO WHOM IT MY CONCERN, THIS IS NOT US!

  WE ARE STELLA RAE'S NOT STELLA RAE.

  WE DO NOT SELL BACKPACKS!

  THE COMPANY IS IN CALIFORNIA.

  I WOULD LIKE THIS RESOLVED IMMEDIATELY.

   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Stella Rae's on 9/6/24. My order contained two items. I haven't received either item, but they have received payment for them. I have emailed 2 times regarding the order and have received no communication what so ever about the order not being filled, nor have I received a refund. I went as far as reaching out to them on their Instagram page as well, and have received no response that way either. I would like a refund at this point because I do not trust them to fill any order I place at this point. Horrible customer service. I would've understood having to take store credit if they weren't able to fulfill the order, but to not communicate with your customer after receiving money for services NOT FULLFILLED is fraud.

  Business response

  10/08/2024

  It was a miscommunication. Her orders were to be combined and were not but in our system it showed they were combined.

  We have refunded the customer and emailed her.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed several orders from stella rae boutique in June of 2023 and never recieved anything! They just took my money and it's been so long I doubt I can dispute it with the bank. I have emailed and got one response. Then absolutely nothing! And rumor has it they just closed up shop and never sent out any items. I desperately need this settled. I already reported this to the BBB and nothing ever happened

  Business response

  09/20/2024

  With the lack of information, this is very difficult to search. I did a search by name, email and city found no orders. She should have to provide at least a description of what she purchased. We are Stella Rae's not Stella Rae. Many others have confused us with the backpack company. I did search her phone number on google. ****** ********** *** ** ** **** ******* *** ***** ******** I am reluctant to call for my personal safety. I would love to know more about this but it seems like malicious intent and inaccurate, incomplete, misleading, or false information.

  Customer response

  09/23/2024

   
  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. This is not the same company as stella rae, which is the company I am reaching out about. "StellaRae Botique" is the company I am reaching out about
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 7/11/24 on 7/31/24 I reached out asking where the items were. I was told they would check on it and get back to me. I followed up again a few days later and a fews day again after that. I have heard nothing. I have ordered from them in the past and had to to follow up on my items to recieve them. Lesson learned I will not be ordering from this company again.

  Business response

  08/14/2024

  There was delay in the order due to a dress manufacturer defect. The wholesale company was to overnight us the new replacements. The customer requested information on the order. As we were getting order ready, we received a chargeback notice then our operating system fulfilled the order. I contacted the customer. She said she still wanted the items. I contacted ********. They said she would have to reverse the chargeback. I want to send the items but I can not until I know the funds will not be withdrawn from our account.

  After her last email, I will go ahead and contact ******** on the chargeback with a complete refund.

• Initial Complaint

  07/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order on 2/17/24 that has yet to be shipped. I've contacted twice, each time to be told the order would be shipping soon and has yet to do so.

  Business response

  07/14/2024

  Hello,

  First of all, I would like to correct the information you have on file for my business.

  My name is *****************************. The address for my business is *********************************************************************************************************

  Secondly, I have attached all orders from this year of customers named April. There is no real information to even warrant this as a case. What is her order number? What did she purchase? Does she have a receipt or invoice of the purchase? Why does this say repair? What email/phone did she contact twice?

  Please let me know her answers. If it's a backpack that is a company call Stella **** we are Stella Rae's.

   

   

  
  
  
  

  Customer response

  07/15/2024

   
  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

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Items were purchased in October. I had to reach out to company to send products after 3 weeks of never getting an email they had shipped. They finally shipped and sent me the wrong size. Took me almost 3 months to get a return label to return items. They were delivered to their facility February 9th and still have not received funds for the return after several times to contact them.

  Business response

  04/29/2024

  We did have a mix up on her order. She placed the order on October 30th on our mobile app. It was difficult to contact the customer since her email was private. The order was placed under the name ***************************** with the email address of ***********************************. On November 9th, we asked if the customer would be willing to try a large (see attachment) The items were shipped on November the 12th. The email would not go through the system. (see attachment) On December 15th we made a label for the customer. (see attachment) I made another return label February 12th. One item was incorrect but the other item was not. She was credit on the app for both items.

  Since, we did not have the correct size of the dress we will gladly refund the money. The other item was returned and we were not aware of it being a problem. We did issue a store credit as our store policy states.

  Customer response

  04/30/2024

   
  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,
  
  *******************************

  Customer response

  06/20/2024

  To whom it may concerned, 
  
   
  
  I was told for complaint ******** that I would be refunded for the items returned and was never refunded. 
  
  Are you able to assist? 
  
  
  
  
  Thanks, 
  
  Sam 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order 11/24/23 for 2 items (one of which was something for Christmas). By 12/14/23, it still had not shipped. I reached out three times to inquire about my order and finally got a response that it would be shipped that day. Only 1 of my items arrived, with no information regarding the 2nd item. I have emailed them FOUR times, sent ******** and Instagram messages, etc. regarding my missing item with no response whatsoever. Worst customer service ever. I want a refund for my missing item (I do NOT want a gift card as I do not ever plan to shop with this business again).

  Business response

  02/26/2024

  The item has been delivered and we expressed to the customer our gratitude for her patience and kindness.

  We added an additional product to her order at no charge.

  She had paid for the order with a gift card. 

  The items have been delivered to her.

  I have not heard a response from the customer.

   

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been buying clothes from the business for 10 years and started having problems with them a few years ago. I have made a few purchase in the past few months, some of the items I received, some I did not, and I also had shipped back some times that needed to be returned. After a few weeks of not getting a refund for the returned items I had emailed several times and contacted them on their social media platform and finally got a response back. They do not have a working phone number. They gave me a credit which I told them I did not want, that I am no longer going to be a customer of theirs and they apologized and offered me free shipping... They gave me a credit for my items I returned, shipped an order to me that I had not received (2 months after purchase) and then canceled another order. I just received the order in the mail on 11/18/2023 and it is not the same thing that they had in the pictures online. I sent them another email telling them they sent me something different and have not hear back. I just want a refund for all of this and to ship back the last item I received. I don't know what else to do at this point.

  Business response

  11/30/2023

  ********************************* has shopped with us since October of 2013. She has placed 190 orders. We are shocked and so sad she is displeased. We have sent her an email to return the item that was incorrect. We would gladly refund her. Before we complete the refund, we would want to confirm the last 4 digits of her credit card. She has not responded to our email. I will try a different email. Her last order was October 13th and was delivered on October 18th. My sister passed away at the end of September. We had temporary help. I am afraid they may have mixed up her order. We really want to take care of here ****!

   

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Hello, I did not read the email I received from you guys correctly and thought I would get another email with the end result. My case has not been resolved. This company told you that they have responded to all my emails and that I have not emailed them back with an answer but that is not true and I can send a screen shot of my emails to and from them. They have no responded or sent me a refund. Some please help me.

   

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made purchase of (3) items via their live recording on the app on 8/31. My total with a discount was $140. All my items were in stock while purchased. After my purchase, I received no communication. On 9/11, I received (2) items. The packing slip only listed (2) items. The same day, I contacted customer service informing them with the details of the received and missing items. The following day, I sent a follow-up email requesting tracking information for the 3rd item. I still did not receive a response. I went to their website to see if there was any additional contact info. Unfortunately, there was not. The website stated all customer services responses are sent if the email is received prior to 4pm. Both of my emails were. I attempted to reach out via Instagram, since I know they are more active promoting items on this platform. No luck there.

  Business response

  09/18/2023

  The customer would like the product rather than a refund.

  I mailed the product.

  Here is the tracking number. ******************************

  Her order was split because the other 2 items were shipped from our *********** warehouse.

   

  Customer response

  09/20/2023

  
  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,
  
  ***************

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 3 items on October 10th, 2022. After receiving some of the items I ordered, I immediately noticed I was sent the wrong size on one of the items and reached out to see if I could get an exchange. No response. About 1.5 months later towards the end of November, I got a message that one of the items I ordered was just not coming in and was asked how to fix this issues. I told them I wanted a refund and then again asked them about how they were going to solve my other issues regarding the item sent in the wrong size. After they sent me an accusatory email about how I never contacted them in the first place, which I did and still retain email copies of the transcript of that initial email, they agreed to refund me for the item that wasn't coming in and said they would send me another item in the correct size. I would have been happy with this solution except they never followed through in their promise to send me a new item and here I am nearly 6 months later from the initial process and I still have not heard from them nor received a new item. At this point I want a refund and want to never hear from this business again after this issue is resolved. I would never recommend anyone shopping with them.

  Business response

  03/20/2023

  Hello! My name is *****************************. I have taken care of this mishap from a previous employee. Please see attached items.The customer never asked for a refund and asked for it to be resolved within a week. I took immediate action over the situation. Have a blessed day!

  Customer response

  03/20/2023

   
  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,
  
  *************************

*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. ↩