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Online Purchase Refund

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Online Purchase Refund Reports & Reviews (1)

- Buffalo, NY, USA • Mar 20, 2025
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I purchased shoes from Dear Frances (DF) Jan 25 using part gift card ($156) and part MC ($333). I received the gift card last year when I was sent defective shoes as they would not give me a refund. I had to return my recent order due to receiving another defective product and quality concerns. DF indicated my gift card would not be refunded, only my MC and I was not allowed to make an exchange. I advised them that gift cards in NYS are protected for 9 years and asked why I was only given 1. DF advised me that the law did not pertain to me indicating it was their money and they reserve the right to take it at any time according to their terms. I advised DF that I would be more than happy to show them my bank statement clearly noting the funds did in fact come out of my account. I asked them what gives them the right to take my hard earned money without providing any goods or services in return. Is it simply because their policies indicate they can? I contacted Consumer Protection (CP) regarding my gift card and DF told me they would not refund anything because I filed a complaint stating “it is out of our hands”. DF referred to my gift card many times through email correspondence but after directing them to NYS laws pertaining to gift cards they started referring to my “gift card” as a “site credit”. DF wrote I did not have a gift card even though I have a copy of it that clearly states it is a gift card. DF went through great lengths to try to justify keeping my money. They also stated that they fully inspected my shoes and they were perfect. The left shoe could not be buckled due to a obvious defect. According to another consumer complaint I read who was also sold defective shoes, if they admitted to a defect they would be required to issue a refund per both UK and US laws. They advertise for free on US social media platforms and are making a lot of money in our country but according to many published reviews are not treating US customers well and in my opinion engaging in fraudulent business practices. As of today they still have not refunded my $333 to my MC indicating it is out of their hands but this time in the hands of my bank because of the dispute I made. Everyone is confused by DF response as it is the companies responsibility to provide refunds to their customer's and follow US consumer laws. There are other reviews online noting similar complaints or even worse. DF advertise as a luxury brand but their is nothing luxurious about this brand.

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