Samantha W Mlq
map-marker Cota, Cundinamarca

A great experience

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I needed a swimsuit for a Christmas gift and since I know that the mail service is going crazy for those dates I decided to order it one month in advance. The swimsuit was for my sister, she and I are the same size so I decided to try it before, it was very small. I talked to someone from customer service and they told me that I could return it and they even advised me on how to choose the right size (it would have been better for me to ask for that advice before buying). They sent me the new size and made sure I got it on time. Everything was quite fast and there were still 2 weeks left for Christmas. My sister received her gift and she is delighted. So due to the experience with shipping, exchange and attention, I give Orchid Boutique 5 stars.
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Pros:
  • Customer service
Reason of review:
Good customer service
C. M Vbh

Not pissed at all

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I've been a client of Orchid for some years now; I did, at first, have some "issues" with my orders but when I took the time to understand their return policy and familiarized with their website and how the notifications work, and meant, everything changed. As customers, we have the idea that we are right no matter what, however, that is not always true, sometimes things happen that are out of the stores hands, like when my package got lost on its way to me, I was upset but I also realized that the package had been sent on time, with the shipping I selected, and the real responsibility of the lost was of the mail carrier, not the boutique. So, Never had any problems regarding refunds, they do take time to be processed but everything is clearly explained in the return policy. I love all their products and great customer service. No complaints at all from me.
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Reason of review:
Good customer service
Larhonda Zlr
map-marker Margate, Florida

What a nightmare - error after error at my expense. DO NOT RISK YOUR $$$$

Ordered 11 items. Was sent all items and they didn't fit right and looked way better quality online. Sent all 11 items back by the date (30 days from order). Was only refunded $696.81 from an order of $808.80. Called Orchid Boutique, the girl said I ordered 12 items but was only sent 11. Then she said I only sent back 10 items. Super incompetent. I said no, I ordered 11, received 11 and sent 11 items back. (I have pictures of all 11 items in their packages with the return slips...) She refunded me $65.60. I am still owed $46.39 and its 3 months later. I am STILL trying to resolve this with the bimbos at orchid boutique and my credit card company. GET THIS: Orchid Boutique sent my credit card company "evidence" of my correct $46.39 charge. They sent documentation with another person's name, a VISA no less, with different cc digits, and this is their evidence. Shame on you Orchid Boutique for trying to scam females who you obviously think are a bunch of bimbos. Get your stuff together! Its been hours of waste of time
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Loss:
$47
Reason of review:
Problems with payment

Preferred solution: Full refund

Katelin Dhn

WILL NOT REFUND MY MONEY!

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I purchased two suits, neither fit. I tried to return them and they would not refund my money---Store credit only! Terrible online shopping policy. I had to argue with them on the phone and eventually got 1/2 of my $ back, but now I am forced to use my $125 of store credit at their store. Would not recommend to anyone--their suits look amazing but their service is HORRIBLE!! They do not have free shipping so every time I order a suit I have to pay for shipping and returning the package. By the time this is over I will have spent an additional $30-$40 just shipping swimsuits back and forth! I also paid for 2 day shipping initially and they only shipped half of my order priority.
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Loss:
$125
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

Anonymous
map-marker Houston, Texas

The Orchid Boutique has horrible customer service.

Just call me Web Camim. I'm so frustrated by the lack of professionalism this so called legitimate online shopping company has shown me. The service I received was horrible. I ordered a swimsuit. The first problem is it arrived late. The second problem, it was nothing like the picture. It was a cheap looking rip off of the swimsuit I thought I was buying. My situation got worse when I tried it on. The swimsuit didn't fit. I called customer service. Customer service tried to make me think I ordered the wrong suit and size by mistake. The problem is that I did NOT get what I ordered. I felt like customer service was intentionally trying to upset me to the point of just giving up and accepting the defected swimsuit. I asked to repeatedly to speak with another customer service agent. When I finally did get transferred to someone else, that person was more rude than the first. Customer service made it clear that I wasn't getting a refund and if I wanted to return the swimsuit, I would have to pay for the shipping in addition to a restocking fee that would be charged to my credit card. I ask to speak to management. Customer service kept telling me management wasn't there and the only way to settle this is through them. After 45 minutes of being transferred from one customer service rep to another, I was disconnected. I had to call back and start all over again. This happened 2 more times. I'm writing this review to warn others that you don't get what you pay for and they do everything to hinder you from returning the defective swimsuit. If they do allow you to return it, you will have to pay them to take it back. Don't shop here. You will be disappointed with the swimsuit, lack of customer service, and the difficulty they make it to return the swimsuit. Don't waste your time and money.
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Reason of review:
Not as described/ advertised
Anonymous
map-marker Albuquerque, New Mexico

Did not ship

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I was doing some online browsing for nice swimwear for my girlfriend and saw a good deal on Orchid Boutique with free shipping so figured I would give it a shot. I ordered a couple items (bikini and a one piece suit) from Orchid Boutique and they never arrived at my house. I called to inform them of it and they claimed they shipped the item even though I was never given a tracking number. I asked for a refund or at the very least they re send me the items and they refused to do either. I would not trust this company again.
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Loss:
$60
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Free shipping?

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I bought a suit from this company thinking that I was getting free shipping, and could send it back if it didn't fit. I knew that I would have to pay return shipping (which normally is a deal breaker for me when internet shopping, but was having a hard time finding a suit and willing to accept the risk.) Of course, the suit doesn't fit, and it isn't until I go to return the suit that I see a note indicating that i will be charged for the free shipping because I am returning the suit, so $10 will be deducted from my order. Package was shipped via FedEx, took over a week to be delivered. Return shipping is 2-day priority mail with USPS and cost $5. I'm pretty sure this company just makes money by misleading customers and screwing them over. They are CAPITALIZING on the difficulty many experience when swimsuit shopping. *** hath no fury...
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Loss:
$10
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Wilhelmena Fwk

Will not refund me my money!

I bought a defective swimsuit from The Orchid Boutique, Miami, Florida on-line. I mailed the swimsuit back for a refund, and the only thing they will offer is to refund me for the top only $125 and return the bottom (no good that does me), or replace the top and return the original bottom. I wore the swimsuit once, the beading fell off and the material frayed. I do not want another swimsuit that has this potential. I spent $209 on the swimsuit and would expect a high quality suit and high quality customer service. I've received neither! I can't talk to any one there besides through email. No one there has the common courtesy to call to make matters right, nor will they refund me my money in full! Do not shop hear! They are more concerned about making a buck rather than satisfying their customers!
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Loss:
$209
Shiori Tnh
map-marker Tucker, Georgia

HORRIBLE TREATMENT FOR A RETURN CUSTOMER

Pissed Consumer is not a strong enough description of how I feel about Orchid Boutique... I am a returning customer, second time only (thank god) and will never order from them again, even if my order meant a cure for cancer...and i am quite the humanitarian! They have the worst customer service. They lie about Fedex claims. They will not refund your money even if you did not receive your initial shipment and reordered from them for the same exact item and let them re-charge your credit card! They double book profits on Fedex claims. They don't know who owns their business. They refuse to give you any information on the next level of management to contact for appropriate resolution. They have no idea what customer service is. Their idea of customer service is the customers doing all of the work! And let me address someone specifically - Mayra. Oh goodness, where do I start? She is the most argumentative person you have ever met or spoke to in my case. You will not get a word in and she does not care at all about the customer. I spoke w/Mayra(who claimed she was a manager) and she refused to give me her next leveI of management. I find it very interesting that their is another very recent complaint on this company for similar issues and Mayra is the one who responded to it and claimed she is the owner... BUYER BEWARE!!! Next stop, the BBB. That is if they are even a member...
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Anonymous
map-marker Huntington, New York

The Orchid Boutique has awful customer service.

I urge you not to use the swimwear online site- The Orchid Boutique. Their customer service and policies are horrible! They are only open from 9-5:30 which is odd for a retailer, their return policy is teh worst I've seen for a mail order/internet company at 15 days. You have to pay for your own shipping of a return and then they wont even do refunds, only exchanges, but they wont give you a FULL credit for your purchase even its its returned on time. This is a horrible company. Learn from me, don't buy from them! I hope this helps someone.
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2 comments
Guest

Dear Client,

We deeply regret any inconvenience we may have caused you, and would like to kindly clarify some points with you. Our hours of operation are M-F from 9-7pm EST. If customers call after hours, we work hard to return every email and voicemail message within 24 hrs and most always do.

For the last four months we have had a promotion for Free Fedex shipping on all US orders over $100, so most orders right now ship to you for free. As for returns, we do ask the customers to assume the cost of shipping it back to us, but advise them on methods such as USPS priority which costs around $5 and takes 3 days to get to our offices.

As for our Return Policy, we do hold high quality standards in order to protect customers like you from receiving an item that is in less than perfect condition. Our full return policy can be read from every single page on our site in the link for returns. Basically, items must be received back within 15 days from shipment date for refund requests, and within 30 days from shipment date for exchanges or store credits. Only for refunds, a 5% re-stocking fee applies. The remaining 95% of the amount is fully refunded to the card on file. If someone returns past the 15 days, they receive a store credit valid for one year from order date, which can be redeemed with any of our jewelry, handbags, or swimwear items.

We will be glad to discuss your particular situation if you contact us directly with your order details. Again we apologize for the inconvenience and hope to service you in the future.

Regards,

Mayra Jimenez

Owner

Guest
reply icon Replying to comment of Guest-280605

Thank you so much Myra for explaining your return policy here. I was just about to place a $300 order on your site as a new customer AFTER doing my homework of reading your return policy on the site as well as speaking to an online rep about your shipping and return policy.

HOWEVER, neither on your site nor by your online rep was I informed that you: (a) take about a week and a half to send us the merchandise (b) only allow 15 days from day of shipment for a customer to get the merchandise back to you to get their refund--most of these 15 days have already past by the time the merchandice arrives at our front door (c) if the customer does somehow manage to receive their items and send them back to you within the 15 day period, you charge them for the initial shipping that was supposed to be free to begin with for all orders over $100.

Now that you have made your business policy and ethics perfectly clear, I will be abandonning my shopping cart which truely is a lose-lose situation for the both of us. Good luck with future business.

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