SoCo Vintage, an online store based in Buda, Texas, advertises hand-picked clothing inspired by shops on South Congress Avenue in Austin. Unfortunately, many consumers complain that after many weeks the business has not delivered the items they purchased.
SoCo Vintage has a website at www.socovintage.com and also promotes its items on social media. Better Business Bureau (BBB) serving Central, Coastal, Southwest Texas and the Permian Basin, received a pattern of complaints from consumers who say they paid for clothes that were not delivered. The complainants also told BBB that they were unable to reach the business about their orders.
As of Aug. 26, SoCo Vintage received 12 complaints in the last year. The business has failed to respond to nine of those complaints. Consumers whose complaints were resolved informed BBB that they received their refund or order, but well past the expected delivery date.
BBB attempted to contact SoCo Vintage by phone and sent a text message according to instructions in the business’s voicemail. BBB also contacted the business via email and by mail, but has so far received no response. Mail was sent to the Buda, Texas address currently listed on the SoCo Vintage website, as well as a Kyle, Texas address that was previously listed on the website.
Chavon Roman of Elgin, Texas ordered a pair of shoes from SoCo Vintage’s website in February after seeing them on Pinterest. The shoes never arrived and she has been unable to get the business to deliver them or issue a refund.
“I kept tabs on the order through their website and it was always hung up in processing,” Roman said. “I ordered them in February and my card has already been charged. I got some emails back saying they would look into it, but they never said why my order had been delayed. If they are no longer available and they want to offer me something else, OK. I just want something or my money back.”
Kelsey Ernsthausen of Ohio ordered a dress from SoCo Vintage that she hoped would arrive in time for an upcoming wedding. The dress did not arrive in time. In fact, she has been waiting for the dress since Feb. 16, 2014.
“I ordered a dress from their website on Feb. 16. I asked them if it would arrive within two weeks for a wedding and they said yes,” Ernsthausen said. “I never received it. I’ve tried to contact them on the phone, but it goes straight to voicemail. I’ve tried to contact them online and through their Facebook page. They’ve blocked me on Facebook. They always delete those types of comments.”
When buying merchandise online, BBB offers the following advice:
- Pay with a credit card. Under federal law, charges made on a credit card can be disputed up to 60 days after the purchase.
- Keep documentation of your order. After completing the online order process, there should be a final confirmation page or an email confirmation. Print and save any receipts for future reference.
- Know your rights. Federal law requires that orders made by mail, phone or online be shipped by the date promised or, if no delivery time was stated, within 30 days. If the goods aren’t shipped on time, the shopper can cancel and demand a refund. There is no general three-day cancellation right, but consumers do have the right to reject merchandise if it’s defective or was misrepresented. Otherwise, it’s the company’s policies that determine if the shopper can cancel the purchase and receive a refund or credit.
- Do your research. Check the company’s BBB Business Review at bbb.org before making a purchase to see its complaint history, details about complaints and any advertising-related issues.