ComplaintsforStorenvy, Inc.

• Initial Complaint

  05/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This is an online store that is a go-between for resellers. They are allowing scammers to sell clothing on their site and steal money. Only after the purchase does it show that the emails and names are completely different. I'm currently waiting for my bank to reach out to the fraudulent person for a response. After immediately reporting, the item was no longer available on the site, although the day before, there were several sizes. They do not check anyone. Just make a profit and let scammers steal money. Buyer BEWARE.

  Business response

  05/28/2024

  Each store on Storenvy is run by an independent merchant who handles all their own products, shipping, and refunds themselves. If you are having trouble with an order that you placed on Storenvy and the store will not resolve the issue for you, we ask that you reach out to ********************************** with the details so that we can help.
  
  In the case of your order #******** that you placed three days ago, I do see that you contacted us the day after you placed the order advising that you believe we are allowing scammers on our site and ripping people off (because you do not believe the email address for the store that you ordered from is real), and that you would report us to all sites including this one. We asked that you let us know if you were unable to get a cancellation and refund from the store owner, but we did not hear back from you.
  
  We have investigated the store that you purchased from and can confirm that they have a long history of shipping and fulfilling the orders that were placed with them. The store that you ordered from posts a 7 to 14 day delivery time, and 1 day is much too soon to have received your order. Stores are not required to use email addresses that have the same name as their store name. Regarding your concern that the product is no longer active, I took a look and the product that you purchased is still available for sale in various sizes. I'm not sure why you have not been able to find it. It is available here: ******************************************************************************************************************************************
  
  Typically, if there is an issue with an order that you placed through a store on our site, we first ask that you try to communicate with the store owner and let us know if they do not resolve the issue for you within a few days. If that happens we will try to reach out to the store owner on your behalf to resolve the issue. In the vast majority of cases the store owner will resolve the issue. In those cases where the store owner does not resolve the issue then we will typically deactivate the store. However, in this case you chose to file a PayPal dispute against the payment that you made and did not give the store a chance to resolve the issue for you. I am showing that PayPal has already returned (or is in the process of returning) the funds to you. At this point there is no action that we can ask the store owner to take for you as the funds have already been returned (or are in the process of being returned) to you by PayPal.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 3 *** Sets of Past Nickelodeon programs. The disks arrived, and the covers on the *** shells were printed. The Disks inside were blank. Each disk had only a blank white label. When I loaded them into the *** Player, it said they all had no content. I checked on my computer and was informed they were blank, awaiting to be burned. I have uploaded pictures showing this. I emailed the company, Cult, and OOP Blu Rays, and they did not reply. I e-mailed Storenvy and they sent an e-mail to the seller telling them to do something about my problem. That was 12/11/23. From that point on, neither COBR or Storenvy have returned my e-mails. As with other complaints, My receipt was issued by Storenvy, not Cult and OOP Blu-Rays. I don't suppose using Storenvy's platform is free. For all the fraudulent sales, Storenvy is makeing money. So it makes sense to to help people get refunds. When Amazon was a wash in fraud and scam sellers from *****, they bit the bullet and supplied the refunds. Amazon has cleaned off more than 20k fraudulent ******* companys. I see Cult and OOP Blu Rays as still selling blanks and you are still profiting. A refund is in order.

  Business response

  01/02/2024

  Sorry for the trouble! I do see that you contacted us on December 11th and at that time we replied and asked you to try reaching out to the store owner, and to let us know if the issue was not resolved. I am not seeing that we heard from you again until now in this complaint. I apologize again for the trouble with that store. We have shut them down. Unfortunately I would recommend filing a dispute with PayPal to receive a full refund. Please note that each store on Storenvy is run by an independent merchant who handles all their own products and refunds themselves.
  

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No shipping number or tracking number, no second response, no product. 15 days

  Business response

  12/08/2023

  Sorry for the trouble! Please reach out to the store if you haven't already. Each store on Storenvy is run by an independent merchant who handles all their own products, shipping, and refunds themselves.
  
  There are several ways to get in touch with a store.
  
  After you place an order
  -->>Storenvy will have sent you an email confirmation when you placed the order. You should see the store's contact information there.
  -->>If you paid through PayPal, they will have sent you an email confirmation when you placed the order. You should see an email address for the store there.
  -->>If you have a Storenvy account, you can view your past orders and there should be a contact link for each store next to each order.
  
  If you have already tried reaching out to the store owner and have been unable to get the issue resolved, please reach out to ********************************** with the details so that we can assist you with this. To date we have received no messages from you other than this complaint.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a bridesmaid dress on May 28 2023 for $169 . The seller emailed me informed seller it was for.my wedding. Sent the dress to ********* to my bridesmaid, dress was completely different from the pictures. Contacted the seller was informed they need to speak to the factory, now seller isn't responding to emails. Made a complaint on PayPal, I just simply want to return this dress and receive my refund. This is horrible customer service, now I have to search for new bridesmaids dresses before my wedding. This company emailed me and informed me the site has independent sellers and they can't help now I'm out of money . This should be illegal.

  Business response

  07/21/2023

  Sorry for the trouble with this order! I was able to locate a message that you sent us on July 10th and I can see that we sent a reply to you 30 minutes after your message was received. It is true that each store on Storenvy is run by an independent merchant who handles all of their own products, shipping, and refunds themselves (as we let you know in our reply).

  We also stated in our reply to you "If you do not receive a response soon, please let us know and we would be happy to contact the store on your behalf. Please allow at least 4 business days for the store to respond to your email."

  Other than this complaint to the Better Business Bureau I was not able to locate any other communication from you to us regarding this matter. Please reach out to ********************************** with the details (being sure to mention that you tried to contact the store owner but were unable to get the issue resolved), and we would be happy to reach out to the store owner on your behalf.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order via PayPal for two (2) jars of Tualang honey on May 7, 2023. The order was accepted through Storenvy. Storenvy collected the funds and provided a receipt. Ten days later there was no correspondence or product. I contacted both the "seller" and Storenvy to request a full refund. I received a response first from Storenvy stating that I must deal with the individual seller. I have contacted the original seller (in ********) and have been given the run around , (1) will get back to me in two hours, (2) the honey will be issued by a local distributor in Georgia (hence not ********* honey), refund will be received by May 28, etc. When I reached out again after May 28, I received an email from the seller asking for ACH wire instructions, my bank's routing number and my account number. The original payment was through PayPal. I again contacted Storenvy and was again told that I have to deal with the original seller.Since Storenvy collected the funds via PayPal and provided a receipt, they are not exempt from liability if one of their "sellers" is engaged in a SCAM or other fraudulent activities. Storenvy cannot then simply claim they have no responsibility. The funds need to be refunded. There is no way of knowing if the two entities are in cahoots with one another, with ****** company claiming "no responsibility." A full refund in the amount of $159.99 needs to be issued to me immediately since that is how the monies were collected - by Storenvy. Then they can deal with their unscrupulous "seller" to recoup the funds. Then certainly more due diligence would be in order, and not simply a shoulder shrug claiming "no responsibility."

  Business response

  05/31/2023

  Hi *****,

  Thank you for bringing this matter to our attention, we truly appreciate that. I want to address address a misconception that I noticed within your initial complaint. Storenvy is not in cahoots with this seller.  We host a website/marketplace and allow businesses/artists to sell their products through their own stores. The seller found on Storenvy all have to set up their own PayPal or Stripe to process payments for purchases made through Storenvy. If you go look at the screenshots you sent ** about this matter, you can clearly see that payment was made from your PayPal account to the seller directly via their PayPal account, not **********************'s. Unfortunately, we have no control over the seller payments/refunds.  This is why our support was asking you to file a chargeback through PayPal for "product not received". Filing this dispute will be an easy win, it is clear the seller did not send you the product you paid for.  

  We agree this experience is from satisfactory and not the type of experience we want for shoppers. I also want to address you did the right thing by reporting the seller asking you for your ACH information. This kind of activity is a clear violation of our terms of service that the seller agreed to. Due to this gross violation of our very clear terms of service the seller's account has been terminated. We have zero tolerance for this activity. Thank you for reporting this. 

  I want to encourage you for file the dispute with PayPal. It should be a clear case of product not received and PayPal should side with you as the merchant has provided no tracing information and the product was not shipped. Due to the payment being made to the seller's PayPal account, we can not do what the seller should have done and refund you.  This is why filing a dispute with PayPal is your only path to getting refunded. Please feel free to use this BBB response from us as additional evidence to further strengthen your dispute claim.  We are happy to provide you with anything you may need to help resolve this matter with PayPal, please reach out to support if you need anything else.  

  Customer response

  06/01/2023

  I am rejecting this response because:

  Although their response is well written, it is actually missing the point. (1) Storenvys response admits that they had entered into a contract with East Honey and **************** (2) Storenvy issued the receipt for the purchase. To now backpedal (which apparently from the complaints of other consumers is a clear pattern) is unethical on a small scale and fraudulent at the other end of the spectrum. If Storenvy is not involved then why did they get involved? If the sale for ********* honey was the seller, PayPal AND the consumers responsibility, then those facts should be clearly communicated to consumers BEFORE a transaction is completed, and not shrugged off afterwards. In addition, Storenvy OFFERED to communicate with the seller on my behalf, then backpedaled when they saw the seller was problematic. Their offer clearly demonstrates that Storenvy does have a responsibility to consumers (and in this case me). I believe that (1) Storenvy is absolutely involved in the transaction, (2) should take responsibility to refund the $159.99, and (3) recoup the funds from a seller with whom they had entered into a contractual relationship, and not pass the buck after the transaction is completed or has gone awry. Finally, the honey was needed because I am a Stage IV cancer patient, hence the hassle from both Storenvy and THEIR seller (and not receiving the honey to boot) is a bit much, and has left an extremely poor impression of both. Going forward, any review or word of mouth will be exactly what I experienced from both clearly demonstrated unscrupulous companies.

  
  

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a product and it did not come in time.asked for a refund and never received it. Contacted both seller and storenvy. Storenvy said they were not responsible for the problem. I am just wanting a refund.

  Business response

  05/08/2023

  Each store on Storenvy is run by an independent merchant who handles all their own products, shipping, and refunds themselves. As we let the customer know a few times now via email, we attempted to contact the store owner but were unable to get a satisfactory response. For that reason we have deactivated the store and removed them from our platform. Unfortunately we are unable to process refunds on behalf of the store as the funds for the order never actually touch Storenvy's account. The customer should file a dispute with their bank or credit card issuer to receive a full refund. Please also see the attached screenshot of one of the emails where we previously explained this in detail to the customer.

  Customer response

  05/09/2023

  I am rejecting this response because: there was no information given to me that proves storenvy removed this company from their platform. Also my bank cannot ***** me the money back for a purchase I made. They are telling me to contact the company I purchased the product from. There should be some financial safe guards for the customer when things like this happens. Removing the company from the platform does nothing for the customer who's money was stolen.
  

  Business response

  05/09/2023

  It can be verified that the store is no longer active by attempting the visit the store's former page and noticing that it gives a generic Storenvy page and no longer shows the store: *******************************************.
  
  All banks and credit card issuers have protections in place for all purchases that are made through them. It is called a chargeback/dispute. The customer needs to contact their bank and advise that they wish to initiate a chargeback/dispute against the charge in question.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made purchase on 7/2/22. Never received item. Made several attempts to contact the seller directly with no return response via email. Contacted store Store Envy. Advised they would attempt to contact the seller and get back to me. Ive heard nothing back yet and Ive been charged for the item. Im very worried that this is fraud.

  Business response

  08/03/2022

  I apologize for the trouble with that store. We have attempted to contact the store for awhile and at this point we have yet to get a satisfactory response, so we have shut them down. Unfortunately we are unable to process refunds on behalf of the store as the funds for the order never actually touch Storenvy's account.
  
  I recommend that you file a dispute with Afterpay to receive a full refund.
  
  They are very proactive in handling incoming disputes after receiving information from your bank or payment processor, and will usually issue a refund immediately while they review the case, as well as charge the seller a chargeback fee.
  
  After notifying the seller of the dispute, if they don't receive proof that the order was fulfilled as described, they will not return the payment to them.
  
  Please contact Afterpay for information on how to file a dispute with them.
  
  Again, we're so sorry for the trouble which is not typical of Storenvy store owners.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 27th, 2022 I ordered a T-shirt from this company. The cost, including shipping, was $33.95. On July 2nd I received a package in the mail that was slit open and had nothing in it. It was in a transparent bag with a message on it from the post office saying they were sorry but this stuff happens... (see included photo). I contacted the company, Storenvy, the same day to let them know and asked them to send me a new T-shirt. They asked me to send photos and I sent those on July 3rd. That was the last I heard from them. I have emailed them over and over again with no response. I want either the shirt that I paid for or a full refund.

  Business response

  07/18/2022

  Please note that each store on Storenvy is run by an independent merchant who handles all their own products, shipping, returns, and refunds themselves. When a dispute arises between a store owner and buyer, that they cannot resolve between themselves, we reach out to the store owner and attempt to have them resolve the issue. Unfortunately, to date we have not received any communication from the buyer regarding this issue (other than this BBB complaint). However, we sent a message to both the store owner and buyer today in order to resolve the issue.

  Customer response

  07/18/2022

  I am rejecting this response because: the problem hasn't been solved. I do not have the shirt or a refund.  I have supplied evidence that all I received was an empty package.  What I am understanding from this response is that Storenvy doesn't provide any protection for customers who purchased items from their website but I saw nothing that said that when I was looking for and purchasing the shirt.   I could not find anything on the storenvy website that indicated they had no responsibility whatsoever for the sellers' actions so if the information is there, it must be hard to find.  I saw nothing that said they are not accountable for anything a seller might do.  If this is, in fact, the case, it should be made clear on the website.  E-bay is a similar business but they protect the consumer against a seller that *** take advantage of a customer.  I see that numerous people have complaints on BBB such as mine and I believe that there should be clear indication on the main page of the Storenvy website informing the consumer that they are not the seller and will not honor any purchase made from one of their sellers so people know they are on their own if there is a problem.  When I ordered this shirt I had no idea whatsoever that I was buying it from someone other than Storenvy.  I would like either the shirt or a refund.  
  

  Business response

  07/18/2022

  As stated previously, each store on Storenvy is run by independent merchants who handle all their own products, shipping, returns, and refunds themselves. When a dispute arises between a store owner and buyer, that they cannot resolve between themselves, we reach out to the store owner and attempt to have them resolve the issue. To date the only communication that we have received from the buyer regarding this issue is this BBB complaint. Earlier today (less than 30 minutes after first hearing from the buyer regarding this issue) we sent a message to both the store owner and buyer in order to resolve the issue. The buyer should allow at least four business days for the store owner to resolve this issue.

  Customer response

  07/24/2022

  I am rejecting this response because:I have not received a refund or the **shirt I ordered.  I have provided photos of the empty package I received.  The package was flimsy and it is not surprising that it was easily cut open. I do not think it is unreasonable that a person would not want to pay a non charitable company and not receive the item that they paid for. As Storenvy is the company that allows these businesses to use their website, I believe they bear some responsibility for the actions of the companies they support.
  

  Business response

  07/25/2022

  Please see below for a copy of the message that we sent to **** today and also a copy of the message that **** sent in reply:

   

  Message that we sent **** today:

  I apologize for the trouble with that store. We have attempted to contact the store for awhile and at this point we have yet to get a satisfactory response, so we have shut them down.
   
  Unfortunately I would recommend filing a dispute with PayPal to receive a full refund. Please note that you have 180 days from the date of purchase to do so and you can still file even if you did not pay with a PayPal account.
   
  Here are instructions on how to file:
   
  https://storenvy-support.zendesk.com/hc/en-us/articles/360039100591-How-do-I-file-a-PayPal-dispute-
   
  Again, we're so sorry for the trouble which is not typical of Storenvy store owners.

   

  Message that **** sent us in reply today:

  Oh good.  All that matters to me is that they not be allowed to continue to do that.  It wasnt a lot of money but I felt that a company should not be able to do that sort of thing with no consequences. Thank you for letting me know.  I appreciate it.

   

  Customer response

  07/27/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  01/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I order a dress dec. 1 they took payment confirmed dec. 5 receive email 11 tracking number created. Again on Jan. 11, I contact customer service told then they were a front for overseas co. Be patient. Contacted customer service again they said they take care of it. Jan 18,and 19, at this point. I want everyone to know there a front and a scam I want a refund. Thank you

  Business response

  01/24/2022

  Sorry for the trouble! Please let us know your order number and your email address that you used to contact Storenvy support, so that we can take a look.

  Customer response

  01/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

  Customer response

  01/31/2022

  I am rejecting this response because:

   

  storenvy basically text back too bad nothing we can do

  
  

  Business response

  01/31/2022

  As stated in our previous reply, we will need information so that we can locate the order in question. Please let us know your order number and your email address that you used to contact Storenvy support, so that we can take a look.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two of the sites sellers have ripped me off for more than $400.00 The support personnel refuse to engage the sellers. Responding to me with canned messages. It took nearly one month for the boots to show up, and they are the wrong size. The Jacket, (if actually a jacket) has been stuck in ***** for 6 days. ***** has no information to depart, nor are they able to provide up-to-date tracking information. Again, StoreEnvy will not support. or engage their sellers.

  Business response

  12/08/2021

  Today at 10:22am pacific time (about 3 hours and 20 minutes before we received this BBB complaint), at 10:30am pacific time, and at 11:06am pacific time we received messages from Valentino that stated he had received the wrong size for shoes that he had ordered. We replied to the first message at 11:29am pacific time, the second message at 11:46am pacific time, and the third message at 11:49am pacific time advising him that he should reach out to the store owner directly, as each store on Storenvy is run by an independent merchant who handles all their own products, shipping, and refunds themselves. In each of those messages we also advised Valentino that if he does not receive a response from the store owner he should let us know so that we can reach out to the store owner on his behalf.
  
  At 12:40pm pacific time we received a message from Valentino that stated in full:
  
  "I will be in touch with the *** of Store Envy, since support, is refusing to engage".
  
  At 12:56pm pacific time we received a message from Valentino that stated in full:
  
  "I have begun positing, FRAUDULENT SITE, CRIMINALS, on ******** will blast every site SE advertising on. Also filing complaint with BBB and ***."
  
  The above messages appear to be regarding the first package.
  
  At 12:38pm pacific time (about 1 hour before we received this BBB complaint) we received a message from Valentino regarding his second package letting us know that the tracking shows the package is stuck and the store is not responding.
  
  At 1:33pm pacific time we received the following message from Valentino:
  
  "Since support has decided to send canned messages in response to being ripped off. I have a canned message for SE. I have filed a complaint with the BBB, next will be the *** and my local congress person. Your company allows Criminals to sell on this site. Ripping people off, and during the holiday season. Shameful. Two choices, get my money fully refunded from these criminals, including shipping or have the correct goods sent to me. I will continue to put SE on blast on social media. You guys are horrible."
  
  For future reference, it should be noted that our stated response time is within 24 business hours. Although we do attempt to reply quicker than this when possible, as evidenced by our response time to the messages that Valentino sent earlier today.
  
  Regarding the first package: I was unable to locate the order number in any of Valentino's messages, but it appears to be order #********. There are two other orders for the same size shoes from the same store that were delivered previously, apparently without incident. However order #******** is showing that it was just delivered today, so likely that is the order in question. While Valentino has not yet let us know whether or not he has attempted to contact the store owner regarding his shoes being the wrong size (if he has, based on the tracking showing delivery was made just today, it is unlikely the store owner has had a chance to reply to any messages that might have been sent), we will make an exception and begin the outreach process to the store at this time.
  
  Regarding the second package: I was also unable to locate the order number for this order in any of Valentino's messages, but it appears to be order #********. As Valentino did confirm in his 12:38pm message that he has tried contacting the store but did not receive a reply, we will also begin the outreach process to the store at this time (as we would have with or without having received this complaint).
  
  We will follow up with Valentino via our normal support email address with the results of our outreach to the store owners.

  Customer response

  12/08/2021

  I am rejecting this response because: The jacket  11/26/21 - Order #rangolicollection-21097967 has not been delivered to date. The store on the StoreEnvy platform has stopped communicating The wrong size shoe's was 1/13/21 - Order #leathersplanet-21078718. It took nearly one month to receive the shoes, only to discover as per the video evidence that the shoes were the wrong size.  Whoever responded to this complaint is lying. I received 3 canned email responses, in reference to the two aforementioned orders. Please see attached.  Store Envy feels that they are not responsible for the behaviour of their sellers.  Ultimately they are responsible for the platform and the vendors they allow on to the platform.  If a customer can prove that there is something wrong, as evidenced by the series of shared photos and a video evidence. They are obligated to engage and try and help their customer.  Kicking the problem back to the vendor is lazy. It shows their dislike for their customers and that their only interest is in earning money.  Similar to the Uber model.  Since filing the complaint, the vendor has admitted, after denying the evidence, that they were wrong.  Moreover, it is my right and duty to use the power of social media to blast companies when they are wrong. SE is running a very  poor version of Etsy and Amazon, where 'customer service' is the cornerstone of their business models. Lying, greed and laziness are what motivates this company.  SE already has a bad online reputation, and after this, proves that it is well deserved. 
  

  Business response

  12/08/2021

  We have reached out to both of the store owners, as per the reply we sent earlier today.
  
  For order #********: Note that the order was placed on November 13, 2021 (not January 13, *************************** his message). The store owner has already replied with evidence that they were already in contact with Valentino. The store owner had already agreed to accept the return. The store owner has advised Valentino that they would be happy to either replace the shoes or refund them (Valentino's choice) after the return is received. Please see the attached file "CommunicationBetweenValentinoAndStoreOwner.png" for a copy of the communication between Valentino and the store owner. Unless the store owner fails to refund or replace the shoes after Valentino returns them, this will be the last reply from us regarding this matter.
  
  For order #********: We sent a message to the store owner earlier today, and will provide Valentino with an update once the store owner has replied to our message (or if they do not reply - after they have been given a chance to reply).

  Customer response

  12/09/2021

  I am rejecting this response because: The owner wants me to pay for shipping back their defective item. I am not spending one more cent on this issue.  *********** has already made two pairs of boots for me. Their screw-up is not my problem.  If they want the boots returned, they need to email a pre-paid shipping label  Furthermore they have admitted their mistake, yet want to keep my money until I spend more money with them. This is illegal, I believe the correct term is extortion

  
  

  Dear Sir,

  
  

  Please return the boot to the following address: this shipping will not be more then 5-10USD,

  
  

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

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

  
  

  Actually the same person made these boots.  The boots were made with medium width and this boot has slim style and the previous one had wide, this is the reason the boot didn't fit you. 

  The craftsman is still saying he made **** sizes. So once the boots are received we will refund your full amount. We really apologize for this inconvenience. 

  
  

  thanks for your understanding, and have a nice day

  
  

  
  

  
  

*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. ↩