Midnightvelvet.com Customer Service Issues

I made an order with Midnight Velvet after being informed by a representative that I needed to cancel my previous order and place a new one. Unfortunately, my credit line was temporarily suspended, and it took two weeks to unlock. I was told to call back on Wednesday, two days before my account should be reinstated. When I contacted the credit department to inquire about my credit hold, the representative placed my order without informing me that my account was still under temporary suspension. Now, I have to wait an additional two weeks to either receive my credit or place my order. I am now scrambling to secure Christmas presents due to multiple representatives causing my credit to be unusable. Despite speaking with several people, including supervisors, they all say there is nothing that can be done unless I make a full down payment for the order. I am extremely upset and frustrated as I struggle to resolve this issue.

I did not receive my FedEx delivery, and the USPS claimed it was delivered to a PO Box, but I do not have one. My address is [redacted] Casey Drive, Cincinnati, Ohio, [redacted], Apartment #[redacted]. I have been unable to locate my order, and despite trying to speak with a supervisor three times yesterday, I was left on hold for over an hour without any response. I will not pay for an order I have not received. Please resend my order, and I am willing to pay for it once it arrives. If necessary, you can contact the United States Postal Service at [redacted] to verify that they cannot find the order. They reached out to me yesterday and advised me to ask you to resend the package. Thank you, Frances B.

Last year, purchases intended for Sandra Nelson at [redacted] Norwood Street were mistakenly sent to my email by Midnight Velvet. After contacting them, the issue was resolved. Subsequently, purchases from Monroe and Main as well as Massey's were also sent to my email in error. Recently, I received information indicating Sandra Nelson is associated with my SSN. I am deeply concerned about this association and wonder if there is a mix-up. I want to ensure there is no link between us. When addressing this with customer service, I was met with difficulty in clarifying the situation. I am seeking assistance in confirming if there is still a mix-up with our accounts. I appreciate any help in resolving this matter promptly. Thank you, Diane.

I received a lovely gift from my sister through your catalog, my first encounter with your company. Although the sweater is beautiful, I wish to exchange it for a different size. Disappointed with the sizing, I contacted customer service, following your satisfaction guarantee. I was informed I must cover the return postage, or my sister can do so. However, this would notify her of the exchange, potentially causing embarrassment for her mistake in size. Additionally, the lack of a sender's name on the package made it challenging to identify. Other catalogs I use accept returns with no charge, fostering continued patronage. While I understand your policy, I now feel stuck with an ill-fitting item, contemplating sharing this negative experience with friends and leaving a poor review. If improvements are not made, I may dissuade my sister from future purchases. The order number is [redacted], and the recipient is Tricia Montoya.

On December 20, [redacted], around 3 pm, I placed an order. However, I realized minutes later that I had provided incorrect information. When I called back to rectify it, the representative was rude, escalating the situation with her tone. Despite my attempts to calmly resolve the issue, she became increasingly frustrated. I informed her of her unprofessional behavior and mentioned reporting her, but she abruptly ended the call. The order number is [redacted]7. I wished to cancel the order, but she advised calling back on Monday to speak with customer service as she was unable to assist. The lack of professionalism and respect displayed by the representative is concerning and not acceptable for a company like Midnight Velvet or any other organization.

I recently placed an order with Midnight Velvet using a check for $23.46. After receiving my order and getting a bill for $24.46 with no account opened, I contacted customer service. A representative in the credit department mentioned that a random social security number was associated with the account due to a processing error. Despite confirming my check wasn't cashed, another representative in the billing department insisted I pay the bill. After facing rudeness and unhelpfulness, the account was finally closed, but the experience left me dissatisfied. I have decided not to continue doing business with Midnight Velvet due to poor customer service. In the end, I opted to pay the bill with my VISA to avoid any further issues.

I purchased item #VN785220, the “Amanda D’Laurie Stretch Strap Sandal” for $39.79 in Pink on September 5, [redacted]. The Stretch Straps on both shoes are incredibly overstretched and unrepairable, not resembling the advertised style. I have shared detailed photos and a review highlighting the defects. On September 29, [redacted], I spoke to a customer service representative about the issue, requesting a free return label which was supposed to be mailed to me (Confirmation # 39DA0928D). Unfortunately, I have not received the return label yet. Moreover, I am experiencing difficulty accessing my Midnight Velvet account due to a suspected hack. Sincerely, Lottie R.