Carbon38 Avis 464

I am terribly concerned. As a first time buyer with Carbon38, have reached out multiple times documented via email to customer care, as well as attempted phone calls to no avail in attempts to perform a return. I followed the prompts per their return policy. They have NOT upheld their end of their policy, I HAVE NOT received my return label, nor have they begun any type of return process nor have they reached out in reply to my emails. My next steps are to contact the BBB and my credit card company to dispute charges. Any advice outside of this anyone cane lend?

I placed two separate orders and then ended up doing three separate returns (forgot to mark one item for one of the orders). The returns went out on August 27 and I received email confirmation from Carbon38 that they were on the way. Only one of the three return packages has been refunded. I emailed their customer care, but have yet to hear back. After reading all the other reviews about not receiving refunds in over a month, I'm about to file a dispute with my credit card at this point.

Update - they did reach out after I posted this review and processed the refunds.

The only I even gave 1 star is so as to post this review.

I started receiving unsolicited emails from this lot, of no interest to me at all. Despite unsubscribing, they continued. I have now emailed their customer service team several times and still they continue to send there email rubbish. I have stated in writing that they do not have my permission to use any of my personal data and requested they confirm what data they hold along with confirmation that it has subsequently been deleted. No response.
My main concern however is how they came to have my details. Being very familiar with the GDPR legislation Carbon38 appear to be breaching the rules repeatedly and they don’t seem bothered. I shall be reporting the matter accordingly as there are potentially wider implications

Beware your personal data maybe misused.

Update: 4 hours later and still receiving more of their rubbish.

Carbon38 provided a return label for my return. I mailed my return on August 28th and my package has been sitting at your facility. It will be three weeks that I have been waiting for my refund. I have sent an email regarding this matter last week and have received no response. Very disappointed

I received my shipment and am missing one of my ordered items. I emailed Customer Care twice and called multiple times to no avail. I have not received any response.

I was a first time customer at Carbon38 and could not be more disappointed in the customer experience. I purchased a pair of Heroine leggings, also a first with a new brand. I received the leggings and the brand runs very small compared to other legging brands (Alo, Lulu, Spiritual Gangster), by 2-4" in hip width, an requested an exchange for a size larger, which Carbon38 had in stock. Prior to purchase I phoned Carbon38 to no avail and therefore referenced the sizing guide provided by Carbon38, a significant issue as the item was Final Sale. Upon receipt I was finally able to contact Carbon38 via email where they stated the item was Final Sale, no exchanges, no exceptions. Despite pointing out the issue of sizing and determining the correct size the response was "no". I understand Final Sale however other retailers would take responsibility and accountability if full information was not disclosed about sizing. I requested an exchange, not a return, which I consider a fair agreement, particularly where customers are an integral part of your business success.

Update: Carbon38 responded to my post within 30 minutes offering a refund for the item including complimentary return shipping. I am pleased with the response and for Carbon38 listening to customer feedback. Changed rating from one star to 4 stars.

Update September 22, 2020: A full refund was issued by Carbon38.

HORRIBLE CUSTOMER SERVICE

I ordered two sizes of the same dress and chose to keep one. I returned the other dress on August 18th and still have not received my refund.

I have called multiple times and sent several emails and no one gets to me me. What is going on with your company?

I do ALL my shopping online and have never experienced such difficulty in my life.

I placed an order for a pair of leggings but then returned the order since they did not fit. The actual return process was easy however I am still waiting for my refund (return placed 7/23/20). After many phone calls and emails, they stated that I have not received my refund money because it was not processed given technical issues. And I should have my full refund in 5-7 business days... needless to say I am still waiting. This type of delayed outcome should warrant an expedited resolution on their part.

I have been having issues with your customer service and your business. I ordered an item and after 5 minutes, I wanted to cancel. I called, emailed a lot of times, and got no response. Now that I have received the item, I wanted to request a return; however, the system has it grayed out for me. How is this possible? I feel scammed by this company. If I do not get my money back and offer to return the item to your company, I will talk to my lawyers. This is unacceptable and I feel scammed by your company. Please let me know how I can return this item and get my refund as I did not want these items!

I was very nervous about ordering from here because I read the reviews and they were all pretty bad. I just received my order today and am very happy with all the items.

I’m a first time customer, and I’m super disappointed with my shopping experience at carbon 38.

worst customer service. phone on website never answers calls and email hasn't been returned. Unable to get a return label for my order to return. why even have an email or phone number to call if it doesn't respond?

I returned an item on August 1st. Received confirmation my item was in transit back to Carbon38 on Aug 4th along with a tracking number. The return delivery date keeps getting pushed back. It now shows September 9th. Last time I checked, it was supposed to be delivered 8/28. What's going on?? I order from missguided in the UK and get my refund in a couple of days even before they receive the return!

Since I can get a response here faster than emails , I might just leave a msg here , I’ve been told to replace a order and let u guys know the order number , which I just did by email, the order number is 1000965327, plz make a note of it , thanks

Impossible to reach customer service to return an item. Says to go into your account to start a return but .... I never made an account when I placed my order lol. There’s no other way and the email they have to contact them is completely invalid, doesn’t let u email that email. The phone number is always busy and doesn’t allow u to wait on any hold it just hangs up on you. Have to report my order to my credit card company.

I sent my order back two weeks ago and I keep checking the tracking and it says Tracking details will be available once the package arrives at the DHL Global facility. Every day I check, the return date moves up a day? This is after it took over a week to get a return label (only finally got one after coming on here to complain). I originally ordered on July 7 and it seems it will be two months after that when I finally get a refund? Can you please just refund me? I kept one pair of the leggings but ordered multiple types to see which one I liked the best and just want a timely refund. I ordered other leggings from other vendors around that same time period that I ended up returning and the refunds were processed weeks ago!

The only place you can get a reply from their customer service is on here ( they don’t answer emails), so here goes:
How long does a refund take?! I sent an item back over 3 weeks ago

This has to be the worst online shopping experience I have ever had in my life. I ordered a top, and the fabric content did not match the description at all. I never would have ordered the item if I had known what it was actually made of. I emailed twice to ask for them to cover the entire cost (item plus original shipping) since this was not my mistake. I never heard from them. I finally decided to just return the item, forgoing the cost of initial shipping. I submitted a return request. After 24 hours, I still haven't received the return authorization. I called their customer service phone number - no one answers! I emailed customer service to ask for the return authorization, but it looks like I'll be lucky if I ever get my money back.

Do not order from them - waited over 2 weeks for a product, it sat with a courier for 10 days 3 hours away and they could provide me no update regarding if I would ever receive this delivery. They were very quick to give a refund because they know they have a flawed. Stick with lululemon or Athleta, at least you receive what you order in a timely fashion.

Nobody answers that phony number they have listed on their site. I returned and tracked my package, there tracking keeps pushing the return date back (kind of sketchy), my return says it was delivered July 20th. $120 leggings! NOT OK CARBON38!!!! Now I have NO LEGGINGS AND OUT $120!!!