ComplaintsforB Ann's Boutique

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  B Ann's Boutique egregiously misrepresented an item on its website and refused to provide a refund for the returned item. I purchased a **** jacket online from their website on August 14, 2024 (Order #****), and the jacket I received does not look like the item listed on their website. I shipped the jacket back to the business and requested a refund for the item and the return shipping cost, but was only provided store credit for the price of the jacket. I don't trust that other items on their website are represented accurately and do not wish to receive store credit. I emailed the business to let them know store credit is an unacceptable solution and included pictures from their website and what I received to show that it is not the same jacket. However, I only received a generic email reply stating their return policy is store credit only.

  Business response

  09/25/2024

  
  Thank you for bringing this matter to our attention. At B Ann's Boutique, we always strive to provide an excellent shopping experience for all our customers.

  
  We understand that Ms. ****** was unhappy with the jacket they received, feeling that it did not reflect the colors shown on our website. As noted in our Store Policies, which are available on our Home Page, FAQs, and Check-Out Page, colors may appear differently on various monitors, and we do our best to accurately depict all items. Regarding the return, our Return Policy, which is clearly outlined on the Check-Out Page, states that we do not offer refunds or cover return shipping costs. We have already extended Store Credit in accordance with our policy, which was declined. We respect the customer's decision, but per our terms, store credit is the resolution we can offer. We value all of our customers and appreciate their understanding and adherence to the Terms of Sale they agree to when completing a purchase. Should Ms. ****** reconsider, the Store Credit remains available for future use.

  
  Thank you again for your attention to this matter.
  Sincerely,
  

  B *****  Boutique 

  Customer response

  09/26/2024

  Complaint: 22334880
  
  I have reviewed the business' response and am rejecting it because the differences between the jacket represented under their website's listing and the jacket I received go well beyond colors appear differently on various monitors. As I stated in my previous email to the company, the jacket I received has ***** white patches instead of light fading, and the white patches are in different locations than the website photos. I would have never purchased the jacket had their website included accurate photos of the product. I read B Ann's Boutique's return policy prior to purchasing and made my purchase in good faith that the item I received would be the same as what was pictured on the website. Since this is not the case, I'm requesting a refund for the cost of the item and return shipping charges

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

  Business response

  09/26/2024

  Subject: Response to Your BBB Complaint - Store Credit ******************************************** you for your continued communication regarding your order. We appreciate your feedback and regret that the item did not meet your expectations. As outlined in our Return Policy, we offered you store credit as a resolution, which still stands. While we understand you are seeking a different solution, this policy allows us to maintain fairness and consistency for all customers.
  We value your business and remain committed to working with you. Should you wish to accept the store credit offer, we are happy to assist in finding an alternative item that better meets your needs.

  Thank you again for your understanding, and we hope to resolve this matter amicably.

  
  Sincerely,

  B Ann's Boutique

  Customer response

  09/27/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I will give the business another chance and use the store credit to order another item.
   
  Sincerely,
  
  ******* ******

  Customer response

  11/01/2024

  This is my second Better Business Bureau complaint against B ****** Boutique. I purchased a jacket on August 14, 2024, for $47.00 that looked nothing like the online photos. The jacket had ***** white patches instead of light fading, in different locations than shown. I mailed the jacket back at my own expense ($8.28) and requested a refund since I wouldnt have purchased it had the photos been accurate (I provided photos of what I received and what is on their website to prove the differences), but was only offered store credit. I didnt trust a second item to be any better and didnt want to pay for return shipping, so I filed a BBB complaint. B Anns Boutique refused to provide a refund via the BBB process, and I agreed to try another item using store credit. On October 14, 2024, I ordered a simple navy t-shirt dress, but when I received it, it also looked nothing like the pictures and was of extremely low quality. The stitching was uneven, the color is more grey than navy, and the shape differed from the photos. I contacted the company again for a refund and prepaid mailing label to return the dress, which was denied. Since the photos online do not represent the products accurately and both items are of poor quality, giving me no faith that a third item would be any better, I would like a refund for the jacket ($47.00) and the shipping cost ($8.28). I've attached photos of the dress photos from their website and the dress I received showing the poor stitching and different color. Photos showing the jacket are attached to my initial BBB compliant (#********).

  Business response

  11/01/2024

  Hello,

  We appreciate Ms. ******* feedback and are sorry to hear she is dissatisfied with her purchases. At B Ann's Boutique, we strive to offer quality items with clear and transparent policies, which are accessible on our Home Page, in our FAQs, and during the checkout process. All customers agree to these Terms of Sale when shopping with us, which include our policy of store credit only for returns rather than refunds.

  Regarding the items in question, we stand by both their quality and their accurate representation on our website. The navy t-shirt dress specifically is one of our customer favorites, consistently receiving positive reviews both online and in our fashion truck. For reference, you can view this product's feedback from other satisfied customers here: [Product Page ************ respect Ms. ******* experience and have offered to honor her return request for store credit, in line with our policy. While we understand she may prefer a refund, our policy is applied fairly to all customers to ensure consistency.

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

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

   

  Thank you for allowing us the opportunity to address this matter.

  Customer response

  11/04/2024

  Complaint: 22334880
  
  I have reviewed the business' response and am rejecting it because: store credit is not an acceptable resolution, as stated in my initial complaint. Both of the items I've received from B Ann's Boutique have been of very poor quality which leads me to believe a third item will be the more of the same. I have attached photos to both of my BBB complaints showing the poor workmanship of the items but the business just repeats that their items are of very high quality and they only offer store credit. They are clearly not taking my complaint seriously and do not care about their customers' satisfaction.
  
  
  
  Sincerely,
  
  ******* ******

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