Complaint Review: Rosegal.com - Internet

I placed an order with this company on December 1. Before they will even begin to process the order, they require full payment. That is not necessarily unreasonable, though I have purchased from many other online retailers and they typically do not charge my account until the item is ready to be shipped. The items I ordered were intended to be Christmas presents. On or around Dec. 6, I received an email from rosegal that part of my order had shipped. I was given a tracking number and the name of the carrier. I was told the rest of my order would be sent separately. I placed another order on Dec. 6. When I realized that rosegal is located overseas, I decided to pay for expedited shipping.

Within a few days, the order I placed on the 6th was shipped, all except one item. Because I realized that rosegal was located overseas, I became concerned about the first order I placed. I sent them a message through their "support center" and asked one question: Will my order arrive before Christmas? Rosegal says on its site that they will respond to messages within 24 hours unless it is a weekend or public holiday. It was neither. After waiting more than 48 hours for a response, I sent another message. By the time I got a response from them, I got a notification that the second part of my order had shipped.

When I read the information about the estimated delivery date, it said the package would be delivered anywhere between 12 to 25 days, which put those items arriving after Christmas. In my second message to rosegal support (since they had not yet responded to my one question about the first order) I expressed great frustration and told them that had I known the items would not reach me by Christmas, I would have used another merchant. I told them that since they had already been paid for the entire order, I had no money to use to replace the items intended to be Christmas presents. I told them I would never order from their company again.

In their response to me, they provided me with the tracking information for the parts of the order that had already been shipped. I already had that information. They ignored my other comments about how they took my money and left me in a bind. They told me that if there were no delays, I should get the first part of my order before Christmas, which I did. The order I placed on Dec. 6, for which I paid expedited shipping, arrived before any part of the first order I placed on Dec. 1. There was 1 item in the second order that was not shipped with the others, even though I paid for the entire order and for expedited shipping for the entire order. 

I received a notification from rosegal on Dec. 18 that the second part of my first order (placed on Dec. 1) had been shipped that day. By this point, I was livid with this company. I posted a very negative review about them on another site, and amazingly, they responded to that complaint within 19 hours, something they did not do on their website, even though they make that claim. In their response to my public complaint, they promised they had a resolution for me and asked me to visit their websie and check my messages. The message on the website offered no resolution. Instead, they asked me to be patient and again provided me with tracking numbers, which I already had. I responded that I was no longer doing business with them and that once I received the items I ordered, I was done with their company. 

I am still waiting on the last item from the order I placed on Dec. 1. Meanwhile, on Dec. 28, 22 days after I placed my second order for which I paid for expedited shipping, I get notification that the last item for that order had shipped. I was furious with rosegal and sent them a very long and detailed complaint to their so called "support center" telling them that shipping an item out 22 days after an order was placed and had been paid for was not expedited shipping and I expected to be refunded for the money I spent for "expedited shipping." They responded that they were offering me a coupon to use on their site for my next purchase. I told them I was not ever going to order from them again, so offering me a coupon was unacceptable, I would only accept a refund on the original payment method as that is a fair and reasonable expectation. 

Please, avoid this company at all costs. They care nothing about their customers. They care only about money. They are a scam and their service and "resolutions" are not fair or reasonable or even decent.