ComplaintsforShopSimon

• Initial Complaint

  10/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a major complain against ShopSimon online store and the customer service department. I have been trying to reach out to them and and I was an able too after serval days of trying. I made a purchase on October 5th, 2024 for 3 items. My Order# SPO292610738. I ordered items from Shop Premium Outlet and i got the tracking number ************. On tracing the tracking number, it showed delivered with the Photo attached to the delivery confirmation. However, on opening the package only 1 item was in the box and the, but on the website it stated all 3 items were delivered. So, I got in touch with ***** and enquire about the other items that was stated delivered but was not. They said the only received 1 package from the shipping company and thats was what they delivered. They also stated that the shipper used the same tracking number for all 3 packed and that why when they scanned the only box they had it showed delivered for all 3. I am outraged because I spend my money thinking this company was an honest company. Now I am out of my money spent and the items I should have received. To make it worst, I cannot get in touch with anyone. I filed a ticket on 2 separate occasions and have yet to have someone contact **** wouldnt advise anyone to shop at this store. They are a ripoff.

  Business response

  10/21/2024

  I hope you're having a fantastic day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us! Our CEO, **** ******, has asked me to reach out to you personally because he really values your input and wants to make sure we address any concerns you might have.
  
  Im really sorry to hear that you faced any inconvenience or disappointment with our service. We always aim to provide the best support possible, and its tough to know we didnt meet your expectations this time. Online shopping should be a joy, and I completely understand how frustrating it must have been for you. Please accept my heartfelt apologies.
  
  To make things right, weve processed a full refund for the missing items, totaling $49.98. You can expect to see this reflected in your account within 3-5 business days. Were committed to enhancing your experience with us in the future, and we cant wait to serve you better!

• Initial Complaint

  10/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Shop Simon on september 27. To date I have received only a portion of my order. So far two items I received are completely different than the online photos of what I ordered. I have four items that were marked final sale, on the item **** it says final sale items can be returned if you select **** insurance at checkout. Because of all of the horrible reviews for this company I selected the **** insurance offered at checkout and even screen shot the item ****s and checked insurance box at checkout. Agent is telling me the **** insurance I purchased covered theft and delivery confirmation only- why would I even need this when items were shipped to a PO Box?! Item **** said **** could be purchased at checkout to be able to return final sales, and I selected the ONLY **** option at checkout. Agents keep closing my case, even though they also havent resolved the fact that they sent me items different than the photos. This company is horrific! I need return labels and refunds!

  Business response

  10/14/2024

  I hope you're having a fantastic day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us! I'm reaching out on behalf of our CEO, **** ******, who genuinely appreciates your input and wants to make sure we address any concerns you might have.
  
  Im truly sorry to hear that your experience with our service didnt meet your expectations. We always aim to provide the best support possible, and its disappointing to know we missed the **** this time. Online shopping should be a joy, and I completely understand how frustrating and stressful it can be when things dont go as planned. Please accept my heartfelt apologies.
  
  I'm thrilled that we had the chance to chat over the phone, and I was able to send you your complimentary return labels to make things right! Plus, I want to reassure you that we wont be charging you for return shipping. We truly hope youll give us another opportunity to exceed your expectations in the future!

• Initial Complaint

  10/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 10/2/24, I placed an order for a sweater. This is the attached order number: SPO291881038. The next day, as shown in the attachment, I received an email indicating that the order had shipped. Unfortunately, did not include a tracking number so I emailed this company to simply obtain the tracking number. It has now been 3 days of back and forth emails with people who do not understand that I am simply looking for the tracking number. If you send a customer an email indicating that an item has been shipped and that there is a tracking number attached, you should be able to quickly provide that tracking number. I also want to inquire about the origin of products they are shipping. Are they coming from the manufacturer or from private resellers.

  Business response

  10/14/2024

  I hope this message finds you in good spirits! I would like to take this opportunity to express my sincere appreciation for sharing your experience with us. Your feedback is invaluable to us, and we are grateful for the time you took to provide it. Our CEO, Neel Grover, has requested that I respond to you on his behalf. He genuinely values your input and wishes to ensure that we address any concerns you may have.
  
  I would like to extend my sincerest apologies for any inconvenience or disappointment you may have encountered with our level of service. We are committed to providing the highest quality support to our customers, and it is disheartening to learn that we did not meet your expectations. While we are always eager to assist, please be advised that our authentication process necessitates the verification of your information prior to releasing any order-related details. This procedure is implemented for your protection and to ensure that we do not disclose any information to unauthorized individuals. We understand how frustrating this can be.
  
  Upon review, the tracking number for your order is DHL tracking 9261290304428116963017. You can track your shipment using the following link: https://www.dhl.com/gb-en/home/tracking/tracking-freight.html?submit=1&tracking-id=9261290304428116963017. Please be assured that we are dedicated to enhancing your experience with us in the future.

  Customer response

  10/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #22385270.

  To ShopSimon, sometimes it's best to keep it simple. If a customer sent you an email in response to your own communication, simply answer the question being asked. Nearly two weeks later, you finally provided something that should have been provided within 24 hours of the package shipping. I have indeed received the item so I am fine with closing this out. But I will never order through your company again.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Adrienne Barr

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two pairs of ****** shorts through this company. Although they are the same size of ****** shorts I always wear, these were too small. I messaged the company asking if I could exchange them for the correct size. They responded by telling me I couldn't exchange them. I could only return them and pay a $4.95 fee. And then I would have to reorder the correct size through their website. I initially purchased the items with a discount code that is no longer valid. So, in order for me to exchange the items for the correct size, I would have to pay double the price that I initially paid, plus a $4.95 fee for the return. This is unacceptable. I would just like to get the correctly sized items for the price I initially agreed to pay for them.

  Business response

  10/05/2024

  I hope you're having a fantastic day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us!
  
  Im reaching out on behalf of our CEO, **** ******, who genuinely appreciates your input and wants to make sure we address any concerns you might have. Im really sorry to hear that our service didnt meet your expectations, and I completely understand how frustrating that can be. Online shopping should be a joy, and I apologize for any stress this situation may have caused.
  
  To make things a bit easier for you, wed love to honor the original sale price if youd like to reorder the items in the size you need! Plus, as a token of our commitment to excellent customer service, were happy to waive the return shipping fee of $4.95. While we cant reinstate the promotion, we can definitely refund the price difference once your new order has shipped and payment has settled. Just let us know when youve successfully placed your new order, and well be sure to process your refund promptly!
  
  Thank you again for your understanding, and were here to help!

  Customer response

  10/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have placed a new order, as requested by the business. The order # is SPO292651538. I will return the original order on Monday and then await the refund of the difference in the order prices, which, according to my calculation is $9.60. 
  
  FAQ
  
  Regards,

  ****

   

   

  Business response

  10/23/2024

  Thank you so much for your patience as we worked to get this taken care of! We truly value you as a customer, and sincerely appreciate you giving us another chance to exceed your expectations. Rest assured, we have now refunded the difference of $9.60 to your original method of payment. Please allow 3-5 business days for this to process and reflect on your bank statement. 

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Date of transaction September 22, 2024 Amount paid: $16.07 Order Number: ORDER SPO287078038 ***** Tracking Number: ************ Worry-Free Purchase ID: ************************* Inquiry Number: ******* On 9/22/24, I purchased a pair of ****** Tiro 23 League Pants $14 with Guaranteed Delivery $.98 for $16.07 from ShopSimon website. On 9/27/24 the package arrived containing a black T-shirt. The package was sent to the correct address but addressed to another person.On 9/27/24 I found the customer service number. The number only provided an option to leave a voice message. I searched again then found a link to send an online message, I did.On 9/29/24 I received a response to follow up with Guaranteed Delivery only not addressing my concern. I used the links provided. Immediately following I received another email stating my request was solved. It was not resolved, so I replied and asked for someone to follow up. No response has been received.On 10/1/24, I sent another email with photos, no response received. On 10/2/24 I followed up again, still no response.On 10/29/24 I contacted **** (provider of the Guaranteed Delivery). On 10/2/24 **** replied they were unable to help me and I would need to contact the merchant myself. I replied I had no way of knowing the merchant's information. **** replied stating this situation falls outside of their shipping protection coverage and directed me back to customer service. I followed up with another email, but still no *********** of today 10/3/24, I have not received any further contact from ShopSimon. It appears the merchant engaged in a bait-and-switch scam, and I dont know what to do. I think ShopSimon has responsibility to rectify this situation as I trusted their site in placing the order and the merchant is someone they vetted.I would like to request a refund and return the item. Thank you for your assistance.

  Customer response

  10/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online, there system froze and then I received two email confirmations for my purchase and I was charged double. I disputed the double charge with my bank but they denied. Then I texted the business explaining them that i place an order and that charged double. They said i place two orders which is totally fake. I place one order and I am not responsible for their systems problems. They argumented I place two orders but at the and I only received one and only package. They said it was too late to ask the insurance that i payed to handle it since the grace ****** ended. I cannot pay for an order that I did not place and a product that I never received. Also this was the third/fourth/or fifth order I placed with them. Everything was great until they charged me double

  Business response

  09/27/2024

  
  I hope you're having a great day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us! Our CEO, Neel Grover, has asked me to reach out to you personally. He sincerely values your input and wants to make sure we address any concerns you might have.
  
  I’m really sorry to hear that you faced any inconvenience or disappointment with our service. We always aim to provide the best support possible, and it’s disheartening to know we didn’t meet your expectations this time. Online shopping should be a joy, and I completely understand how frustrating it can be when things don’t go as planned. Please accept my heartfelt apologies.
  
  After reviewing your account, I noticed that two orders were placed on 7/17/24. Order SPO259152938 was placed at 1:21 AM, and order SPO259153838 was placed at 1:25 AM on the same day. Both orders were shipped separately, and you can track them using these FedEx tracking numbers: 740093688108 and 740093688119. I’ve also attached the invoices for both orders for your reference.
  
  Unfortunately, since both orders were placed, shipped, and delivered to the address you provided, we’re unable to issue a refund for the items at this time. However, if you’d like to return the items, we can certainly reach out to our retailer to request a late return exception, as long as the items are still in their original condition and haven’t been used.
  
  Thank you for your understanding, and I’m here to help with anything else you might need!

  Customer response

  09/30/2024

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 22310953. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They responded me and they said that they can refund the item. The thing is that they charged twice They say I placed 2 orders, but I never received 2 orders in my house. I only received 1 package, so even if they want me to send back the package, it is not that the problem the problem is they said I placed twice the order, then they they did send me twice numbers of of orders, but I only receive 1 package and they do not seem to understand that and I do not seem to make me understand by anyone, so how could I just receive 1 package? They have to be found because all. 

  Business response

  10/05/2024

  I would like to express my gratitude for your understanding and patience as we addressed this matter. I have conducted a thorough investigation and can confirm that the carrier has verified the delivery of both packages to the shipping address we have on record. For your reference, I have attached the proof of delivery. Regrettably, we are unable to provide a refund for the order at this time, as the shipment has been confirmed as delivered. Thank you for your understanding.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Completely unhelpful and unreachable via phone. Does not seem like a legitimate company. I contacted them immediately after placing an order because I noticed an error in my address. I searched for a phone number and couldn't find anything so I sent multiple email messages reaching out urgently and providing my number for them to call me. Over 24 hours later, someone emailed me a form email to let me know the item had been shipped (which it had not been at that point) and there was nothing they could do. I told them according to their policy, if I contact them within 30 mins I am eligible to cancel the order and receive a full refund but they failed to honour their own policy and each time I email them I am handed off to someone new so there are multiple inconsistencies in what I have been told. I DO NOT recommend giving any business to this company.

  Business response

  09/16/2024

  I hope you're having a wonderful day! I just wanted to take a moment to express my gratitude for sharing your experience with us. Your feedback truly means so much to us! Im happy to share that our CEO, **** ******, has personally asked me to connect with you. He genuinely appreciates your input and wants to ensure we address any concerns you may have.
  
  I want to sincerely apologize for any inconvenience or disappointment you may have experienced with our service. We always strive to provide the best support possible, and its truly disheartening to hear that we didnt meet your expectations this time. Online shopping should be a delightful experience, and I completely understand how frustrating and stressful this situation has been for you. Im really sorry about any disappointment caused by this issue!
  
  While customers have 30 minutes to request cancellation through our self-service tool ***********************************, I want to let you know that cancellation requests emailed to our customer service team may not always receive a response within that 30-minute window. Thats why we offer a tool for you to cancel on your own during that time. We also do not offer live phone support at this time, but we sincerely hope to be able to offer this feature in the future as we grow and expand. 
  
  We would be more than happy to provide a complimentary return for a full refund and arrange for ***** to come and pick up the return package, to make the return process a bit easier for you. We truly hope youll give us another chance to exceed your expectations in the future, and please know that we sincerely value your time, patience, and understanding.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Am Vidya sagar and this is regarding my Order# SPO271334038. I ordered items from Shop Premium Outlet and i got the tracking number ************. On tracing the tracking number, it showed delivered with the Photo attached to the delivery confirmation. The Photo in the delivery confirmation is NOT my apartment and I did not receive the package yet. Also my package is not available in my neighbor place too.I emailed to SPO customer service for 4 times, asking them to file the claim with ****** But each time they are closing the case, without reading my content. It is very much frustrating. I paid for the product, but i didn't receive the items.SPO customer service is not helpful. Also SPO contact number is not reachable always. It is extremely difficult to contact anyone in Customer service.Date of Transaction: Aug 12, 2024 Amount Paid: $67.67 Nature of dispute: Item not delivered. Missing package.

  Business response

  09/12/2024

  I hope youre having a fantastic day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us!
  
  Im reaching out on behalf of our CEO, *********************, who genuinely appreciates your input and wants to make sure we address any concerns you might have.
  
  Im really sorry to hear that your experience with our service didnt meet your expectations. We always aim to provide the best support possible, and its disappointing to know we missed the **** this time. Online shopping should be a joy, and I completely understand how frustrating and stressful this situation has been for you. Please accept my heartfelt apologies.
  
  The good news is that weve processed a full refund for your order! You can expect to see that amount reflected in your account within 3-5 business days.

  Customer response

  09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  Vidya *****************************

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed two separate but both items weren't the correct size for me. Tried to request a return and the website kept popping up errors every time I tried to request a return. So I emailed customer service to see if they can generate a return label for me but they never responded and it's been a week. The order numbers are SPO273549438 and SPO *********

  Business response

  09/07/2024

  Hello, 
  
  I hope you're having a great day! I just wanted to take a moment to thank you for sharing your experience with us. Your feedback truly means the world to us!
  
  Im reaching out on behalf of our CEO, **** ******, who genuinely appreciates your input and wants to make sure we address any concerns you might have. Im really sorry to hear that our service didnt meet your expectations, and I completely understand how frustrating that can be. Online shopping should be a joy, and I apologize for any stress this situation may have caused you.
  
  I also want to extend my sincerest apologies for the delay in getting your return label to you. We know how important it is for this process to be smooth and hassle-free for our valued customers! After looking into it, we discovered a technical glitch that was preventing us from creating return labels for your orders. The good news is that our technical team has resolved the issue, and Im happy  to let you know that your return labels are now attached!
  
  As a little gesture of goodwill for the inconvenience, were happy to waive the return fees on both orders, totaling $4.95. We truly value you as a customer and appreciate your patience and understanding. We hope youll give us another chance to exceed your expectations in the future!

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If you choose to order from Shop Premium Outlets, do not get your order insured with their shipping insurance, ****. They are a bunch of crooks. I ordered a pair of expensive shoes with ***** and the package was stolen from a side door of my property, I had bought shipping insurance to cover for this if it should happen, and **** asked me for a police report to pay me out. I have provided both a police report and an IC3 report with the ***. They are still refusing to pay me out, even though they state on this website that all stolen package claims are covered if a police report is filed. They are liars and thieves. DO NOT PURCHASE **** PURCHASE PROTECTION. THEY WILL NOT PROTECT YOU.

  Business response

  09/06/2024

  I hope you're having a wonderful day! I just wanted to take a moment to express my gratitude for sharing your experience with us. Your feedback truly means so much to us! Im reaching out on behalf of our CEO, **** ******, who sincerely values your input and wants to ensure we address any concerns you may have.
  
  Im really sorry to hear that you encountered any inconvenience or disappointment with our service and receiving your order. We always strive to provide the best support possible, and its truly disheartening to know we didnt meet your expectations this time. Online shopping should be a delightful experience, and I completely understand how frustrating and stressful this situation must have been for you. Please accept my warmest apologies!
  
  While we dont have insight into ****** internal policies, they typically have strict criteria for refunding high-value not received claims. We kindly recommend reaching out out to **** for more information regarding the denial or reconsideration, additionally we could kindly recommend considering disputing the charge with your bank. They may be able to assist you further with a refund! Please know we that your value your time, patience, and understanding and truly appreciate you as a customer. We hope you will give us a chance to surpass your expectations in the future. 

*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. ↩