I ordered an item from VelvetLeaf back on Oct 16th after viewing the SoyJoy fashion show. This item was for a friends birthday beginning of Dec. I did not receive a confirmation e-mail but luckily kept a screen print of the order. I first e-mailed on Oct 24 asking about the status of my order. When I did not hear back I e-mailed again on Nov 3. I received this response, which seemed nice, but no tracking number was provided.
"date Mon, Nov 3 at 12:22 PM
subject Re: green green hoodie order
mailed-by velvetleafclothing.com
Your order was shipped last friday via UPS ground. I will contact Yahoo to see what was happening with the $6,000 charge, and see if someone is getting into our system. I am not sure how all that works because they are our host, and handle all of the card information. Please let me know if you have any other questions, otherwise you will be receiving your order this week. Thanks again!"
On Nov 11th I e-mailed to say I had not received the item and asked if there was a tracking number. I was hopeful because they responded that day.
"date Tue, Nov 11 at 1:19 PM
subject Re: green green hoodie order
mailed-by velvetleafclothing.com
Let me look it up and get back to you!"
I did not hear back again. So on Nov 16th I e-mailed again (I felt so bad e-mailing yet again, but Dec was coming up and was weird that I had not received the order). I did not hear back again, so on Nov 20th I e-mailed apologizing for bugging them but that I had not yet received the order. This was their response:
"date Thu, Nov 20 at 11:08 AM
subject Re: green green hoodie order
mailed-by velvetleafclothing.com
Kate,
I just called UPS and they said that the package never went out from the facility. That is down the street from me, so i am going to go and see what has happened. Either way, i will make sure that package will get to you by monday. I am so sorry for this inconvenience. Can i throw in an extra item for you?"
I responded with thanks, I would love an item for myself and don't go to all the hassle to get it to my by Mon, just get the package to me by Dec for my friends birthday. I did not hear back, and I e-mailed again on Dec 5th as my friends birthday party was that weekend. Still did not get a resonse so I e-mailed again on Dec 15th, after my friends birthday had come and gone.: (No response again. So on Dec 17th I e-mailed, ccing Velvet Leaf, to find out if there were any other contacts for Velvet Leaf as I did not know what to do. Dec 18th I received this response:
"date Thu, Dec 18 at 12:12 PM
subject Re: green green hoodie order
mailed-by velvetleafclothing.com
Kate,
I spoke with UPS and they said that the package had been "lost in customs". I shipped out another package for you through the USPS two weeks ago. We have been moving our stock to a new warehouse, and i will grab another hoodie and send it out to you. It is very difficult to ship to Australia because customs have been so bad because our items are made in India. I will go through fed ex and send you a tracking number by tomorrow. I am sorry for any inconvenience this has caused you."
Ok, now I am upset and very confused. I don't live in Australia, I never provided an Australian address and Velvet Leaf is supposed to be based in USA. I understand things happen, but not receiving official confirmations of the order or delivery and having my credit card details jeopardized ($6,000 charged!!!) and now saying they lost my item in customs... Making this order has made me question if this is really a legitimate company.
What do I do? I was so excited about this clothing line for my friend and even thought of making a purchase for myself. Now her birthday has come and gone and I may not even have the item by Christmas for her then.
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