Angela M.’s Reviews of Ivory Ella & more

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1/20/18

I ordered some items for Christmas presents. I was shipped an incorrect item (a T-shirt) and was missing an item. (Hoodie). The invoice in my package was for all of the items I ordered, so I knew it wasn't my mistake. There is no number to call- you have to deal with email. Their solution to this type of error on THEIR PART, is to inconvenience the customer. They require you to start a return process for the incorrect item, then they mail the correct item. If you don't returner the incorrect item they bill you for it. In my situation, I had to reorder a completely different item because the hoodie I ordered was no longer in stock in the size I needed. I think it is wrong to inconvenience a customer when it is the mistake of the company. Why should I have to go to the trouble of printing out a shipping label, getting a proper package, and going to the post office to send it off? I would feel differently if it were a mistake on my part, but it wasn't. Ivory Ella has cute clothes, but their customer service policies are not worth shopping here.

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Ivory E. – Ivory Ella Rep Over a year old

Hi Angela,

We apologize for any inconvenience or frustration this issue caused. Unfortunately all of our returns must be processed through the returns portal on our website and any incorrect item received must be returned. We handle returns this way, because offering an Instant Refund code (so you can place a new order right away) allows for customers to get the correct item much sooner, without having to wait for an exchange to be processed. We refunded the shipping on the new order so you did not have to pay anything additional. As an environmentally conscious company, we do not send prepaid shipping labels with every package as we do not want to waste the paper if the label is not needed, so any prepaid label does need to be printed. Also we send out items in re-usable bags, so that customers do not need to find additional packaging to send it back. Again, we are very sorry that you received the original order incorrectly. We aim to get every order out correctly, but mistakes still happen from time to time. We did not mean to inconvenience you in any way.

Thank you for supporting our mission,
Ivory Ella