St. Louis, Mo., Jan. 28, 2014
Brittish Williams, who operates Love of Labels Boutique, as she appeared recently in a television interview.
– Love of Labels Boutique
, an online clothing store that promises shipments in 14 days, has drawn complaints from customers nationwide who say they have been waiting up to nine months for their orders, Better Business Bureau
BBB advises caution when dealing with Love of Labels, based in St. Louis County and operated by Brittish C. Williams
. In a TV interview
last week, Williams said the business has been growing quickly, and said she plans to begin selling her own designer shoes soon. She said she will appear next month on the VH-1 reality TV show “Basketball Wives of L.A.”
Love of Labels has an “F” rating with BBB, the lowest possible. Customers have filed more than 30 complaints against the business in the last eight months, alleging extremely slow or non-delivery of items, incorrect orders, poor merchandise quality and problems with customer service.
“I have not heard anything from them,” said a customer from Philadelphia, Pa., who said she has been waiting more than three months for an exchange order. “What kind of business are they running?”
Michelle Corey, BBB president and CEO, said the number and pattern of complaints indicate a serious problem.
“There is absolutely no excuse for people waiting four, five, six months and longer for merchandise," Corey said. "If this business can’t deliver, it should refund the money.”
Love of Labels LLC, which also does business as Love of Labels Boutique, registered with the Missouri secretary of state in February 2012. At that time, Williams and Lorenzo Gordon were listed as organizers of the business. Williams has identified Gordon as her fiancé and a professional basketball player, most recently competing in Argentina.
On Dec. 20, BBB notified Williams of a pattern of complaints against her company, alleging “poor customer service and failure to deliver products and refunds.” She did not respond to the letter. BBB has been unable to reach Williams by phone.
During the TV interview, Williams said she started Love of Labels and LoveOfLabels.com about 11 months ago. In addition to the shoe line, she also said she plans to introduce a jewelry line soon.
The website says the business owners “wanted to create a site that was affordable, yet chic enough to make every girl feel like a star.”
The site promises to ship within seven business days, but says custom orders may take up to 14 business days. While the site outlines an exchange program, it also says, “We do not do refunds. We don’t do cancellations either.”
A customer from El Paso, Texas, said she purchased a sweater for $45 through the website on Sept. 10, but had not received the item almost four months later. “I have not heard anything from them,” she said. “I gave up.”
A woman from Lincoln, Calif., said she paid $84 for a swimsuit last spring and received it in about three weeks. But the suit was too small, and she returned it on June 4 with a request for a larger size. Nearly eight months later, she still has not received a replacement. “I never received anything,” she said. “They (customer service representatives) would not take any responsibility. It was just lie after lie after lie.”
A customer from Ridgewood, N.Y., said she paid $152 for a jumpsuit and swimsuit from Love of Labels on April 8, but the quality was so poor that she asked to exchange it. Love of Labels agreed, and the woman paid $12 to return the clothing later that same month.
More than nine months later, she has not received the exchange merchandise. “It has been very frustrating,” she said. “It’s not about the money anymore; I just don’t want anyone else to experience this.”
The BBB offers the following tips for consumers ordering items online:
- Order from reputable businesses and be careful of businesses you know little or nothing about.
- If you do order from an unfamiliar company, try to reach a customer service representative by phone or email before ordering. If you can’t reach a real person or if you are put on hold for a long period before being able to speak with someone, that could be a sign of problems.
- Read and understand the company’s terms and conditions which usually are printed on its website. Pay close attention to the firm’s refund policy and know how long you have to return an item in the event you are not satisfied.
- Pay by credit card whenever possible so that you can challenge the charge with the credit card company if there is a problem.
- Get a BBB Business Review by going to www.bbb.org or calling 314-645-3300.
Contacts (News Media Only): Michelle Corey, President & CEO, 314-645-0606, email@example.com, or Chris Thetford, Vice President-Communications, 314-584-6743, firstname.lastname@example.org, or Bill Smith, Trade Practice Investigator, 314-584-6727, email@example.com