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Broke up my smallish order into multiple waybills which would require me to pay $40 + in fees (on top of the customs charges) to DHL.
Rosegal support then lied in an attempt to get me to pick up the first of the packages, (and pay the $24 fee for $17 of items) telling me it would be destroyed if I refused it, when in fact it could be shipped back.
I checked with support again, they reassured me when I refused the package it would be refunded in full. I refused the packaged and sent it back, hopefully I get my whole refund, the process has been a huge pain.
EDIT: They signed for and accepted my return on January 28th. No refund for that half of the order yet.
EDIT 2: Have offered a "goodwill gesture" of $25 minus a shipping fee, even though they have received all of my returned items worth $38+
EDIT 3: After weeks of fighting and sending photos of the promises made by their own support team, and pointing to the negative reviews I've left about their site, they refunded me in full, then offered a $10 coupon which I doubt I will ever use.
EDIT 4: They have tried to remove my review on another site by again lying and saying that I wasn't a real customer. I sent in all the evidence of more than 6 weeks of back and forth proving it was a real experience and it was terrible. They have now written about this review and asking for me to change it. I will not, this place and their service is awful.
* Rosegal attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
I placed two orders on October 8th, and as of writing on October 26th, one still has not shipped. According to their website, "Some items are eligible for 5-day shipping (unless it applies for consolidated shipping), while others can take 2-3 weeks from the time you click the Process Order button."
That seems to say some items that won't arrive in five days will arrive in 2-3 weeks, what they seem to be claiming on this review site is that how long it takes to PROCESS the item
I have received NO update email from them, no update at all 18 days from the order date, when their website seems to claim I should receive the item in the next 3 days.
I also used a gift card that I received from Shoppers drug mart, and they wouldn't apply it to the shipping cost! Therefore I ended up paying $6 to ship a trial-sized tube of lotion, when the actual price to ship such a thing is much, much lower. I just hope the thing come eventually.
Tip for consumers:
Don't expect communication, or your credit from gift cards to actually pay for your order.
Hello Zora,
Thank you for taking the time to review BTR here on SiteJabber.
We apologize if you may have been unaware of our shipping timeframe. Typically, we ship out our orders at 2-3 weeks.
We place demand purchase orders with our vendors at which point we know exactly how much inventory to order for our members as a whole. We charge your card when your order is processed as these orders are placed directly with our suppliers. This is one of the ways we are able to offer you such discounted prices. We only authorize our suppliers to send us their merchandise once the event closes.
As a private shopping club, we're ordering select merchandise on your behalf. Working this way helps us secure great prices and selection for our members on an ongoing basis, which is what BTR is all about.
Upon receipt of your order, our suppliers ship the purchase orders to our warehouse for inspection and inventory confirmation of the merchandise. Once completed, we then prepare to ship to our customers.
Most items in our Outlet section are subject to ship out in one week as they are items that we have in inventory. This is also mentioned at the item level in the item description as well.
We also send our customers email updates in regards to the status of their orders up until they have been shipped out from our warehouse. We apologize if you may have not received them or if they might have went to your junk mail.
We are sorry to hear that one of your items from your October 8th order has not yet been shipped as this is approaching our three week mark.
We would definitely like to take a deeper look into this for you to see what may be causing the hold up. At times we do run into delays with our vendors that are beyond our control, however, again we will always send you an email update to let you know the status of your order.
If you can kindly email us at social@beyondtherack.com with your order # as well as the giftcard code you received via email, we’ll be happy to take a deeper look into this for you. We’re always here to help.
Zora F.'s review of Rosegal earned 3 Very Helpful votes
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Offered me 60 dollars in refund to be added as credit to my rosegal account for over $149.00...
Dear Zora F,
We regret about this situation.
For the taxes issue：
According to our website's policy import taxes are solely customer’s responsibility.
Once placing an order with us customers agree to our terms and conditions.
The shipper first pays the fee on your behalf, then asks you to pay once they deliver the package to you.
Taxes are charged by the local Customs Office and country regulations are beyond our control.
As it is the customer's responsibility to pay these taxes to receive the parcel, we cannot provide any compensation in such cases.
In order to solve your issue efficiently，could you please provide the valid order number？
We will give you the efficient solutions.
Thanks for your understanding.
Best regards，
Rosegal Customer Service