Roamans.com Customer Service Issues

On 7/25/[redacted] at around 9:52pm, I attempted to place a $[redacted].94 order. Following the request to update my address and payment method (a Visa card), faced with difficulties in processing the order, I closed the form. After not receiving an order confirmation email, I was shocked to discover that my account was charged four times for the same amount, leaving me overdrawn by $[redacted].00. This incident has put me in a bind as I urgently need the money to cater for my disabled husband's medical needs. I demand an immediate refund and resolution of the error made by Roaman's. Despite attempting to contact, I was informed that the department was closed until the next day. I will be reaching out to my bank to address this matter. I implore you to comprehend my predicament and provide a swift solution. I eagerly await your prompt response. Thank you.

During my recent hospital stay, I couldn't inspect my Roamans package until I was discharged. To my disappointment, the dress I purchased had two large holes upon opening it. Despite reaching out to Roamans for a refund or replacement, I was informed by a supervisor, Alex, that they couldn't assist me due to being one day short of the 60-day return window. I explained my situation of being hospitalized, but regrettably, no exception was made. I merely request a $22.98 credit or an exchange for the damaged Lounger Orchid Pink Stripe dress (Item#0[redacted]1-[redacted]) I received. Supervisor Alex mentioned the damaged item needs to be returned within 60 days, which is impossible given my hospitalization. I believe they should be more flexible considering the circumstances.

I filled out an exchange form with prices for 2 items, but the charges for the new items were different. I found out that the pricing on the form is not valid for exchanges because the limited sale time had ended, causing the items to go back to regular prices. No one could help me get the sale price as it had expired, and I was told to redo the exchange over the phone to ensure I get the same prices I originally saw. I am completely dissatisfied with this situation and believe a manager should have the authority to adjust the price. I may not purchase from this company again. They should advise customers to conduct exchanges over the phone to ensure accurate pricing.

I placed an order for Christmas, but I still haven't received it. Your MULE TRAIN delivery system is unreliable. Please refund the money to my card immediately. I'm disappointed with the unfulfilled promises and undelivered orders. I will not be purchasing from you in the future. I plan to file complaints with the BBB regarding your poor service. --Helen S. from Eatonton, Da. [redacted]. ([redacted])

I returned two tunics, one pink and one black, to exchange for two tie-dye t-shirts - one purple & white, and one black and white, as well as added a purple sweatshirt, all from the included catalog. My order number is [redacted]2. I have not received the three shirts I ordered and did not receive credit for the returned tunics. I specifically wanted an exchange, not a return, and I will not pay for items I did not receive. If the charges were placed on my Roamans credit card, they must be removed. I am also inquiring about the $8.98 for each returned tunic. Thank you. Beverly Ki

I placed an order on 11/22/20 for 2 tops for my daughter-in-law. The confirmation order number is #[redacted]5. The items were supposed to be delivered to Kathryn McCord at [redacted] 176th St SW, Lynnwood, WA [redacted], Apt. B303. The tracking number is [redacted][redacted][redacted], and the estimated delivery date was Fri Nov. 27, [redacted]. However, I never received the package. I received an email saying the delivery was made on Dec. 4, [redacted], at 11:03 AM in Lynnwood, WA [redacted], but I don't have a front porch or door, only a secure main entrance to my apartment building that requires a key to access. I am disappointed as these tops were meant for a special Christmas gift. Can the order be resent using a different carrier like FedEX or UPS for a more secure delivery? I am willing to pay extra for expedited shipping to ensure it arrives on time for Christmas.

Following my wife's passing on October 14th, I, as her husband, provided a copy of her death certificate to your company to cease all communications. Despite this, both your organization and its affiliates persist in sending holiday cards and promotional materials addressed to her. Receiving mail intended for my deceased wife is distressing and irresponsible. I urge you to show empathy and discontinue these actions immediately. If this behavior continues, I will not hesitate to involve legal counsel and pursue harassment charges. It's essential to address this issue promptly and communicate it to higher management to prevent similar incidents involving vulnerable individuals like my late wife. For reference, her account details are as follows: Debbie Hall, [redacted] SW Lillyben Ct Gresham, OR. [redacted]. Take this warning seriously.

I have been experiencing difficulties trying to reach your customer service for the past two days, and I am considering returning my order due to the poor service. Once I receive the credited amount for my returned items and clear my balance, I will no longer be using Roamans. I hope to find a company with better customer service in the future. I will continue to deal with Roamans until this matter is resolved. Sincerely, Dallene W.

On February 28, [redacted], I purchased a nightgown (invoice number [redacted]18) which I ended up not liking upon closer inspection. I promptly returned it without opening the package. Recently, on April 26, [redacted], I received a notification confirming the return and was informed that a credit was issued in the form of a gift card valued at $39.98. I am dissatisfied with this outcome. I originally bought the gown due to medication-induced weight gain, which is no longer an issue as I am no longer taking the medication. Hence, I would like the refund to be credited back to my Visa ending in [redacted]. Despite attempting to resolve this matter by calling the customer service number provided, my experience has been frustrating with long wait times and unhelpful transfers. I have made numerous attempts since April with no success, prompting me to reach out via email. If my refund is not processed accordingly, I will be compelled to leave a negative review of your company's questionable handling of customer funds. Dr. Carole E. Fudin

I ordered a dress on May 12, and I am extremely frustrated. Unfortunately, shortly after placing the order, my mom passed away. I checked the shipping information and saw that it should arrive within 7-14 working days. I was counting on having the dress for my mother's funeral since I didn't have anything appropriate to wear. However, the dress didn't arrive in time, and I missed the funeral. I reached out and was promised the dress would arrive soon but it didn't. Now they are saying it won't be here until June 8-10. I feel misled and deceived, and I have been given various excuses. I am currently waiting to speak to a representative to resolve this, and I insist on receiving the dress this week as well as a partial refund due to the extreme stress and false promises. This ordeal has caused me a great deal of distress, and I want to ensure others are aware of these issues with overseas clothing orders. Any updates will be shared on social media platforms.

I placed order number [redacted]8 on May 29, [redacted], and it has not been shipped yet. I waited on hold for an hour and a half trying to reach customer service with no success. I have a screenshot of my call details for reference. The company bombards me with numerous emails and catalogs in an aggressive sales campaign. I ordered these items for my upcoming vacation, but it seems they won't arrive on time. I am frustrated that my calls are going unanswered and would appreciate an explanation for the lack of response.

I recently placed an order with your company, Romans. Unfortunately, $46 was deducted from my debit card 7 times on one card and 2 times on another. Despite reaching out to your company, I didn't receive any helpful assistance. The representative mentioned that I would have to wait at least 5 business days. This delay could result in $35 overdraft fees. I have two options: involve my bank in investigating these multiple charges as fraud, but I risk losing my order; or have your company provide an email or fax with specific details as requested by my bank. This situation is distressing as I urgently need the funds to cover my bills. I hope for a prompt resolution to avoid escalating this to a fraud claim with my bank. Thank you.

In March [redacted], I placed an order for 2 tunics and one lounger. Unfortunately, one of the tunics was backordered, so I canceled the item. Despite canceling it, I received multiple postcards about the backorder. The package arrived in June, but I refused delivery. It took multiple calls and hours on hold to finally speak to a representative on June 28. They mentioned it would take a couple of weeks for the credit. However, as of July 28, my balance is still at $41.75. I also received an additional charge of $31.00 on my recent bill, even after canceling the backordered item. Customer service informed me I had to pay the bill regardless. I have already sent a check for $41.75 from the last statement. I feel this whole situation is unfair, especially since I canceled the item multiple times. I'm extremely dissatisfied and will not be ordering from Romans again after being a loyal customer for years.

Last month, I purchased a tunic for $25.99 with an additional $25.99 for shipping. In need of it urgently, I accepted the high shipping cost. However, upon receiving the item and finding it didn't fit, I returned it, being informed of a $9.99 return fee. Expecting a $42.00 refund, I was surprised to be told only $16.00 was credited back, which I have yet to see. The return policy wording is misleading and has left me feeling deceived. I'm currently out $52.00 and vow not to shop with you again.

I had a disappointing experience with customer service. I was transferred between two individuals and requested a return call tag for an item I didn't order. I felt frustrated being kept on the line for over 15 minutes. I originally ordered a Darcy booty, but received an ugly pair of sneakers instead. If the staff had checked the box properly, they could have avoided this mistake. I believe additional training in attentiveness, care, and empathy would greatly benefit the customer service team. It's important to acknowledge and address customer concerns. I urgently needed the booties for my son's wedding event, and now I have to find an alternative on short notice. Regrettably, I have decided not to make any future purchases from this company.

I received a return that was sent back to me AFTER being informed by your agent about the refund amount and receiving a return label. When I inquired about the situation, a supposed supervisor was unpleasant and only referred to the return policy, despite the fact that your agent informed me of the refund amount and provided the return label after the purported deadline. It seems your agent misled me, and now I am facing being denied a refund and stuck with unwearable items. I am requesting that the initially promised refund be honored. I am also being asked to cover return shipping, which exceeds the cost of one of the pairs of sandals I bought, making this situation truly unacceptable. It would have been different if your agent had not specified the refund amount both verbally and in the email, but she did. Please rectify this issue promptly. I will provide the order number once I hear back from you. Thank you.

Dear Customer Service, I have been a loyal customer of Roamans for several years. I recently made a purchase and was notified that the order was delivered on August 10th, [redacted]. However, despite the email stating that the package was left at my apartment, I did not receive anything at my door as indicated. I promptly contacted customer service via phone and email to report the non-delivery of my order. Despite follow-up communications stating the package was delivered before 9:00 PM, I thoroughly checked my building and the surrounding area to no avail. My order number is [redacted]7. I was advised to inquire with neighbors and search the vicinity for the missing package. Once confirmed missing, I am to receive a form to report the theft of my package. Given the circumstances of leaving a package unattended outside in the evening, theft seems likely. Regrettably, unless this matter is resolved satisfactorily, I will be refraining from future purchases with Roamans. My sole request at this time is a refund for the undelivered order. Sincerely, Karen M. H.

I attempted to utilize the chat feature on your website to inquire about a pair of boots I was interested in purchasing. The description mentioned the height as 10 inches and the shaft length as 17-19 inches. I asked where on the calf to measure the 17-19 inches, but the chat attendant Ismael H. only provided a picture of full riding boots. Ismael could not offer a satisfactory explanation when I noted the boots were not meant for riding. I attempted to contact customer service by phone, but was unable to multi-task as I am on an iPhone, and the representative required an item number to assist me, eventually hanging up on me. As someone who previously worked as a customer service supervisor, I was not at all impressed by the level of service received.