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Yes, how do I contact them about an item that still hasn't shipped and to find out how to return items that didn't fit?
asked by Lisa P. on 1/5/16
65 Answers
Please kindly note as we have time difference, sometimes we can't respond the phone in time.
In this case please click http://support.rosegal.com/ then submit a ticket.We will provide the best solution for you.
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You can open the ticket through the website, but you get faster results posting a bad review, and don't be afraid to lay it on thick. Demand your money back, and don't settle for anything less than full refund. Their clothes are cheap knock offs and aren't worth a cent. I posted a bad review, got their attention and got my refund without sending back the dress I bought. It is only good for rags anyway.
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You have to go on their site and contack through email. They may respond quickly but dont expect it to be resolved quickly.
I am still waiting for items that were apparently shipped over 2 wks ago.
Not impressed with this company at all.
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If you request a ticket on their home page they will reply. In regards to exchanging I wouldn't even bother. It took a while to get the items it'll take even longer to exchange. This business is garbage & I'll never use their site again.
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Hi, I contacted them through their website - there is a place to put in a "ticket" regarding your order. As far as returning stuff that doesn't fit - they are going to ask you to ship it back to China, which probably won't be worth it... just learn to not order from them EVER AGAIN. Best Wishes, Esther
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I paid with PayPal so I opened a dispute there. They forward the dispute to them and in my case they refunded me in a couple of days without even responding. Hope this helps
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Lisa...I am so sorry and wish I could help u however I ordered a purse on October 1st and I have done EVERYTHING in my power to try and get to the bottom of it but I still have not received my order!!!!! All I can say is they r nothing but down right thieves. I've never been so furious and I even want to take legal action. My problem was I didn't read their reviews. I wish I could help u but honestly ur not going to b able to get a response unless it's a stupid email they send to detour their stealing from u. So sorry. I can't believe for the life of me how their legally still in business and not in prison!!!! No justice!!!!!!
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Lots of good responses but Poly P is right. Post a bad review. They ignored me for weeks till I did that. The number of dissatisfied customers is staggering. I left PayPal a negative review for this mess. They should be ashamed for even doing business with sham companies like Rosegal/IVAN.
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I got almost all of my money back - 75% anyway. My secret? I kept reposting my review from sitejabber onto their Facebook page. They responded almost as quickly as I pressed submit.

(I did do the rigorous ticket, explain, photo, another ticket, followed by another 10 tickets, then posted here, then magically they answered and refunded me.)

Unfortunately you have to complain about them publicly to get them to respond.
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Rebecca and Esther are correct. You submit a ticket through their site and I found them to be responsive but, unfortunately, their return policy is laborious and you will be expected to return the item at your own expense. I was fortunate in that I did get them to do a partial refund and did not have to return the items.
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They will probably respond to you after posting this, however it is nearly impossible to respond back. The link suddenly becomes expired and the email can't be sent. Just another wormy rosegal move!
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Major fraud. Chezp quality. Demand full tefund i got mine aftr many complaints
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DO A CHARGE BACK ON YOUR CREDIT CARD! CALL YOUR CREDIT CARD COMPANY OR FILE A PAYPAL DISPUTE
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Don't even bother, I gave up after 5 attempts this bussines is a garbage. The clothes I got are nothing like the puctures in their publicity.
So sorry...
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Good luck on your journey. They only do online support tickets, no customer service number to call. 1st fishy sign. You will get some bull$#*! response from them saying "blah blah blah". You will never get your item, and you will have to go through the BBB to get your money back more than likely. I'm on that last step currently and am still fighting to get my money returned.
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Hi , as a number of other people have found - the best way is to get a ticket - it does mean you end up returning items to China so I didn't bother. Clothes are rubbish - very poor quality . Let's hope that this feedback helps others to avoid Rosegal.
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Accept that the money you have spent is gone. Move on and never order from them again.
PayPal refunded my money on my order, not Rosegal.
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Lisa P. - do not waste your time. The return is A LOT of work. You have to get a ticket issued for the refund and fill out several questions. In additonal, you have to take pictures of the items you are returning, while you have them on, to prove why you are returning. I did everything they said to do for thr return, including paying for my entire $174 order to be shipped back to China & that was July 2015! I have complained, I have called, I have posted negative reviews- they do not care! They do not care that they are selling clothes to US women that are for the size of very little people! I wear a Med or Large top & anywhere from a 6-10 bottom & I ordered all extra large tops from Rosegal and NOT one fit! Every top was sooo small that I couldn't even get someof them on or my arms thru some of them. They just don't care & I don't want anyone to spend another dollar or another minute on Rosegal. Give the clothes to a friend who is smaller -
If you don't have one, ask around or list on eBay or Craigslist or garage sale. Sorry I don't have a more positive answer for you. I wish somehow I could stop anyone from ordering from them!!!
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Submit a ticket through their website. Pain in the ass. Not a direct customer service
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They are horrible. I contacted them 10 times thru messenger on Facebook. Finally responded 10 days later then blocked me. Other than that, I don't know. Sorry.
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Good luck!
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They want pictures of all items prior to return. It cost me $50 in postage with a tracking number that was not valid for China. You may as well save your money. And I never got my money back.
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People do not even waste your time contacting rosegal regarding a return. They will give you a hard time and plus it'll cost more than half of what you paid to ship it back! You need to contact your credit card and explain that rosegal are carrying out a bait and switch business!! You will receive a 100% refund!
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You will have to send them a message on the message center menu located in your account screen and then pray for your package either to arrive or prepare to pay for return shipping label. My best advice stay away from this website. Cheap merchandise, wrong sizes ,awful costumer service.
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Yep I didn't get a response until I disputed with my credit card the charge and posted a bad review on here. Ordered 2 Christmas sweatshirts and rushed them only to get them way later than was suppose to. Received the shirts and they were like samples . Ordered Xl and it was the size of a small. Didn't have the same design as the picture . Sweatshirt material was more like tshirt material without even a tag inside of it. Was definetly just a sample sewn together . Will never order from them again.
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I opened 3 tickets via their website over a months time. I didn't get a response until I posted bad reviews about them and disputed the charge with my credit card company. They ended up refunding me 1/2 the cost of my order because it would have cost me more to ship the items back. I had to wait a few weeks to get $35 back. I'd never buy anything from here again. The quality of the clothing is GARBAGE and the customer service is HORRIBLE!
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I am still missing an item. They will not refund me for the item that I never received and they have stopped all communication with me even though my ticket is unresolved
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I've never bothered to return anything as it would be too expensive. After I posted a none too complimentary review on here, I got emails to say my items have been shipped. However, to date I have only received one - out of about 8...so I'm back to waiting. I'd say posting a review does have some impact.
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I was unsuccessful returning my items because I couldn't put a ticket in, my order number wouldn't work and to get in contact with this company is impossible otherwise. I wish I had read reviews before buying. Crap quality, shoddy workmanship. Sorry I couldn't be more helpful
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I paid for my item 11/5 and my daughter received the items, but they were 2 sizes too small and they just now gave us a return authorization application, 1/5/16. We were willing to pay to ship the exchange items both ways to and from China and it's been 2 months. They offered me $10.00 refund on a bill of $42.67! How insulting is that?
NEVER AGAIN!!!!
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I did contact them with a lot of effort on my part and got no reasonable answer. They have however since posting my review offered me an explanation and a refund. I have to wait till February though because that is when my shipment FROM CHINA may still arrive. I am not holding my breath though. I will never order from them again. The items were Christmas presents NOT FOR ME.They missed their window of opportunity big time!
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I ordered and haven't received my shipping..my number is ZP1711021720212273..been waiting
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go on their website and leave a comment, but honestly its not worth buying anything its a china company and the clothes are just absolutely terrible... look good in the pics but terrible in person. 
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Hi Lisa,
Best bet, go to their support center and ask them what the hold up is and watch for a reply in your e-mail.
I have had an issue with getting my items also. I usually have to keep a close eye on my e-mail as they will send messages to me there if they have a problem. Which is usually with my shipping address. I have ordered many things off of there and as I am small they do fit. Usually the cheaper items are poor quality but I have found many of the items that I bought are well made otherwise. I did some research before I bought and know they are petite sizes so I was ready for that. I also realize that they are in the other side of the world. I have waited up to four months for some of my items but I was expecting this as it is a warehouse. I have ordered from other sites that deal with china and have waited too. Definately a waiting game but have always received everything I have purchased. If you are not a patient person maybe stick to local shops. :)
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Maybe call them.. You will probably never get it or it will be a white and I won't be good quality so I would return it
If u ever get it
-hope this helped
❤️Lauren
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Hi Lisa
Good luck on getting a respond. It took them about 4 months to receive and same for a respond. You have a so called "ticket". If you go to the bottom of the page I believe there is a option to contact them. Of course there is no phone number so you have no choice but opening s "ticket". I ended giving the tops to my friends granddaughter. They run really really small. I think if you ask your question on this site they will respond on about 4 months. They did not respond to me until I left the negative statement. Good luck
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Quickest way to get their attention is post a bad review!, also report to trading standards, or citizens advice, otherwise you will be waiting indefinitely, this company is making money by selling counterfeit goods, which 50% of the time are not delivered, the last thing they are willing to do is give you money back!,
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i didn't get any response from filing tickets on their website, calls or posting here. I did receive a response via Facebook pm AFTER I had escalated my PayPal dispute to a claim. Albeit, an appropriate solution (from my perspective) was never met via this communication. Good luck!
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I have called them several times but no answers; I've completed three 'tickets' via their website with no real response. Sadly, they have only responded when I posted my bad review.
Good luck in your endeavor.
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Well, the reason they started this business in the first place is to steal our money. And they are very good at it , as we can see
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Go through paypal and ignore any emails you receive from Rosegal once you've opened the complaint with paypal, they tried emailing me privately after I opened my dispute with paypal! But they only wanted me to cancel the dispute and they would sort it themselves!! That sent up red flags straight away especially since they were ignoring me to start with. Also PayPal refunded all my money not Rosegal and then when I have a bad review in here they tried to make themselves look good by apologising and saying everything was now sorted!!! It was an attempt to make them look good when they did nothing at all! Oh and the skirt I ordered finally turned up and was hideous!!! Nothing at all like the picture. Learn from your mistake and warn others!!
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In spite of opening many tickets they haven't refunded my money :(
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you have to e-mail them... go to their site... to customer service-- you probably won't hear back tho-- they are SKAMMERS...
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It took multiple emails before I got my order. The quality was so poor I donated the clothes to goodwill. Worst site and customer service EVER
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Lisa P., Go to Rosegal.com, go to bottom of page, click on support centre or contact us, submit a trouble ticket should appear. Good luck.
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100% agree with last post.
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You have to have the original pack, invoice number and send them pictures of the defective item. We did all of the above and never heard back.
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Bad review and if you used PayPal file a complaint. They refunded my entire amount.
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As the very first person responded - the only way to get your money back is to write a very negative review. They monitor this site and don't like bad things said about them. However, they need to improve their service to avoid complaints. I wrote a review after they sent me product that simply didn't fit. I wanted to return it for a refund. They asked for pictures of me in the items to PROVE they didn't fit. I was furious and told them that I would not do that - if a piece doesn't fit, they need to allow me to return it. A lot of back-and-forth before they finally refunded most (not all) of my money and told me to keep the items. I donated them. I will never order from this site again. I wish you the best in your journey with them and hope it's a better experience than mine was.
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DO NOT DEAL WITH CHINESE COMPANIES!
1-Search reviews
2-Do not order no matter how cute their items are
3-Email them
4-Write a BAD review
5-Hope for the best
6-NEVER ORDER FROM A CHINESE COMPANY AGAIN!
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There is no way to contact them. Blackjack phone and not a good email. I would never order anything from here again. Terrible experience
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I sent them a message thru their website, But they did not respond. I ordered 9 items, 3 shirts are way too small, 1 item doesn't even resemble what I purchased and is ugly, 3 additional items are cheaply made, but I will wear anyways. I have chalked this up to a learning experience. But I did warn my friends not to use this company. They mislead you into believing that your friends on FB liked their link, when in fact my friends did not. If I would have known my items were shipping from Asia, I would have not ordered thru them, but you do not know where it's shipping from until you have already paid.
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Good luck. I hear that it's been very difficult to work with this company. Our item was not the same as the picture. Once I called it said the mailbox was full. Then I called again and the magicJack recording came on saying that it was no longer can they no longer connected I think this company is very small maybe just starting. But does not have the bandwidth to be the company it could be
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Don't bother they won't respond to you… Hopefully you went through PayPal contact them they will help you they're very good about that
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If its a extra large and you would like bigger,good luck,I would order anything when it comes to getting anything,this place just takes your money
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I tried calling mutiple times no answer. Finally I emailed them and got a response.
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Good luck, I think the only reason they finally responded is I filed a dispute with PayPal. Otherwise they never replied to email or phone. There is a contact phone number on there website that doesn't work. This company is a scam, period. Best advice is to stay away and advise all your friends to do the same. I did get my money back, from PayPal.
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I contacted PayPal and got them involved because that's who I paid through. Watched for emails from them before 20 days were up to escalate it to a dispute. I also contacted them on their website in their business account. They offered to give me a store credit. I told them I wouldn't accept a store credit because I didn't get my order and I probably wouldn't get the next one either. Within a week I got an email asking what my order number was and it was back in my bank account a day or two.
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True they have a crap ticketing system but the answers are vague and not specific. I only received a response and refund after writing my issue on this website with my order number included. They got back to me the next day. Never again with crappy Rosegal.
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Contacting them through email is best. Good luck on returning that item. They sent me the wrong item and only refunded me $2.80 of my $16.
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They contacted me through this site. State your case on here and maybe they will contact you?
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I got money back. They credited back toy credit card. I said forget it.
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If you paid using PayPal then file a complaint through them and they can contact Rosegal. After toooo many attempts to contact on my own I did that. Phone number is only ringing sometimes, mailbox full or phone service they use is off. Once PayPal got in touch they emailed me with a generic apology and informed me my items should arrive within 10-25 days. They recently came (after like 3 months) and were shabbily put together. Thin material that wouldn't survive a handwash smh. I sent them back to the new york address they put on the package label. They saod I would receive a full refund and extra gift...only got my refund after complaining about them to PayPal numerous times. Good luck to you.
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http://support.rosegal.com/. fill out the form in the web page ;) They responded me quickly.
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When I received the e-mail stating my item was shipped there was a link at the bottom in red that Support Center (I believe it was Center) it went directly to the site to email them.
I will add I did receive my item and it actually came in under the 45 days they told after I complained.
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