At Rosegal.com, fashion is attitude and fashion is a lifestyle. We live and breathe fashion, both new and vintage, and we believe you also share the same passion. If you have any issues with your order please contact us directly via our Support Center here: https://www.rosegal.com/contact-us/ We are happy to assist you.
I ordered COVID-19 masks and gloves. On 4/22/20 I received a message that my ordered had shipped as of today (6/12/20) I have not received my items. Trying to contact them is the worst. There is no phone number to contact them, they suggest you instant message through FACEBOOK - still no response. I have replied to their email that my items shipped - still no response. I WILL NEVER EVER ORDER FROM ROSEDAL AGAIN!!!
Rosegal 回复2020-06-15
DearTINA，
Thank you for your comment.
We are sorry to hear that you have not received your order yet.
We can be contacted 24/7 via our Support Center and Live Chat. We also have a phone line available that is open during our office hours.
Please kindly send us your correct order number.
We will try our best to help you.
You can also email to [email protected] or submit a ticket here:https://support.rosegal.com/ticket/ticket/index.
Best regards
ROSEGAL Customer Service
I will never order from ROSEGAL again. I placed my order May 22 and placed a second order May 24. I received my second order first. The material is cheap, and the seams look like they were sewn together by a 2 year old. I ordered 3 tops, all a size large. None of them are the same size, one is the size of a small, another about the size of a medium, and the other is appropriately sized large, and smelled like some kind of oil/chemical. I also ordered a pair of large jeans, (I was expecting the to be about 12-14), they were so big they fell off of me when I tried them on. I still haven’t received my first order.
Rosegal 回复2020-06-15
Dear Cheryl，
Thank you for your comment.
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We are sorry to hear that your item does not meet your expectation.
All of our ROSEGAL clothing items must meet our quality checks before shipment.
We do our very best to provide pretty accurate measurements in the size chart under product information.
Kindly refer to our policy here: https://www.rosegal.com/warranty-return/
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We are sorry to hear that you have not received your order yet.
Due to shipping agency's operate delay,the estimated delivery time of this package will be delayed
Our team has reviewed your case and send you a message in the ticket.
Could you please kindly reply us?
Awaiting for your reply.
Best regards
ROSEGAL Customer Service
More than 40 days since ordering and no delivery. I think that they stink!
Rosegal 回复2020-06-12
Dear Ron，
Thank you for your feedback.
We are sorry things have taken longer than expected.
Please offer us your order number.
We will check it for you.
You can submit a ticket here:https://support.ROSEGAL.com/ticket/ticket/index.
Best regards
ROSEGAL Customer Service
45 days and they still dont know where the swim suit is. They sent it and now they cant track it. I Will NEVER order from you again. Terrible customer service and if you do order from Rosegal "DON'T"!
Rosegal 回复2020-06-12
Dear Krisney,
Thank you for your review.
We apologize for this delivery issue.
There may be some delays between scanning events and the website' s updates. The tracking status will take a few days to be updated online by the shipper.
Our team has reviewed your case and offer you a solution in the ticket.
Could you please kindly reply us?
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Service
I ordered some KN95 masks from this company back in the middle of April, I still have not received my order. When I try to click on the get help icon, it does not respond.
I will never buy from this company again. Do not order anything from them.
New update. 6/29/20. I finally received my masks today and had been given a full refund last week.
Rosegal 回复2020-06-10
Dear BRIAN ，
Thank you for your feedback.
We are sorry to hear that you have not received your order yet.
Unfortunately the ongoing pandemic has greatly affected supply chain and Logistics for most companies including ours.
Our team has reviewed your case and offer you a solution in the ticket.
Could you please kindly reply us?
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Service
Totally dissatisfied with this company. If I could have given you 0 stars I would have. I have requested returns info as the items received do not fit and have been ignored. I keep asking for this information and get a standard email reply. How difficult is it to provide returns information? Would NOT recommend Rosegal to anyone.
Rosegal 回复2020-06-08
Dear Customer，
Thank you for your feedback.
We are sorry to hear that your item does not meet your expectation.
Please check our warranty policy here:https://www.rosegal.com/warranty-return/
Would you mind giving us your order number?
We will try our best to solve you issue.
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Service
I am happy to say I finally got a refund from writing a negative review.
Rosegal 回复2020-06-07
Dear Cynthia ，
Thank you for your feedback.
We are sorry to hear that you have not received your order yet.
The delivery time might be lengthened because of the epidemic situation.
Please kindly send us your correct order number.
We will try our best to help you.
Best regards
ROSEGAL Customer Service
Total scam!!!! Ordered protective face masks and shields on April 17, was notified it shipped on April 21 and still have not received anything (June 3). Wrote to their Customer Suport and wasasked ti "wait patiently". SCAMMERS!!!!! Ruthless scammers taking advantage of the pandemia. SHAME!!!
Rosegal 回复2020-06-04
Dear EwA，
Thank you for your feedback.
We are sorry things have taken longer than expected.
Please offer us your order number.
We will review your case and offer a solution.
You can submit a ticket here:https://support.ROSEGAL.com/ticket/ticket/index.
Best regards
ROSEGAL Customer Service
Ordered April 17th, opened a ticket May 5th when tracking showed pending. STILL no answers June 1st. Just cut and paste replies. Hundreds of dollars gone with no clue what happened.
Edit: no, I will not contact you. My support ticket on your site has been open for more than a month. I am done playing your games. Now paypal can handle your lies.
Edit - June 5th - I spent $236 (and some change). I reported to paypal I was willing to pay for the 2 items that had shipped LATE and yet I had recieved out of the 15 I ordered.
I requested $206.33 back, which someone from paypal calculated as the money in was owed (through ss). Rosegals response was to offer me a "partial" refund of $47.30.
Hard no.
Edit: (June 15) since you tried to take my review down and call me a liar now it's gone to the BBB. Would have been much easier to just give me my money back.
Rosegal 回复2020-06-02
Dear Sabby，
Thank you for your feedback.
We are sorry to hear that you have not received your order yet.
Unfortunately the ongoing pandemic has greatly affected supply chain and Logistics for most companies including ours.
Could you please send us your correct order number?
We will try our best to solve you issue.
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Service
This place is amazing.
My and my mum have ordered multiple swimming costumes and both fitted and stretchy play suits and clothes and it is all amazing. I can’t understand why there are so many bad reviews. From an English perspective I ordered a swimsuit and the delivery wasn’t even that long I’m pretty sure it was around 2 weeks. The quality is astounding it looks exactly like it did in the picture if anything I am more in love after trying it on.
Im just going to add that when we have been ordering we have ordered from plus size and curvy sections but of this shop and the products are still just as amazing.
Thank you
WE ARE NOW OVER THE 2 MONTH MARK SINCE ORDERING.. pandemic or not, that’s ridiculous and to talk with someone other than a robot or getting some stupid support ticket is also a joke. I’ve gotten things I’ve ordered a month ago from New Zealand quicker!!
Rosegal 回复2020-05-31
Dear Leanne ，
Thank you for your feedback.
We are sorry to hear that you have not received your order yet.
Unfortunately the ongoing pandemic has greatly affected supply chain and Logistics for most companies including ours.
At ROSEGAL we are committed to resolving all customers issues directly and in a friendly manner. Kindly note the Customer Service Center via a ticket is the proper channel for order complaints.
Could you please send us your order number?
We will try our best to solve you issue.
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Service
I'm only giving it one star because it won't let me continue if I don't. Let me just start by saying I understand there's a global pandemic going on in the world right now. But that is no excuse for the horrible customer service I received because no one knows where my order is. I ordered two bathing suits May 14th and here it is 3 weeks later and the tracking site is saying it is still in Hong Kong, yet I'm being told by one customer service agent that it will be delivered by the 29th and told by a different one that it with be delivered by the 26th, which is today, and it's 11:35 pm.... not only that the only thing they tell me is that it will be here soon, and copy and paste the same tracking link that's telling me it's still in Hong Kong. THEN not 2 hours ago I receive an email from Rosegal_Support saying that my package is delayed another 5-7 days. So here I am trying to get a hold of someone who can 1. Give me my money back or 2. tell my when it's actually supposed to be here and no one can seem to do either. I am very pissed off and frustrated by this whole nightmare of a situation. Like I said I understand the whole Covid situation but that is not excuse for the bathing suits to take 1 month to arrive (which by the way no where on their website does it say that it is coming from Hong Kong, because I never would've ordered it from there had I'd known) and no excuse for their incompetent online chat agents, who have no interest in helping.
Order from them at your own risk.
Rosegal 回复2020-05-27
Dear Megan ，
Thank you for your feedback.
We are sorry to hear that you have not received your order yet.
Unfortunately the ongoing pandemic has greatly affected supply chain and Logistics for most companies including ours.
We are aware that we need to improve on some aspects.
We will submit this problem to our related department and improve it in the future.
Please note our livechat is mainly for pre sales issues and basic order status enquiries, and has no authority to resolve after-sales service complaints.
Could you please send us your order number?
We will try our best to solve you issue.
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Service
I am really mad about your customer care service. Over 4 weeks i have been chatting you about my 1st order sent to me. no solution. I did another order i just received it today. it was nothing to writ
I am really mad about your customer care service.
Over 4 weeks i have been chatting you about my 1st order sent to me. no solution.
I did another order i just received it today. it was nothing to write home about and my order was not complet.
Your customer service not picking calls .
pkg Trk: 392454300259 Canada.
Rosegal 回复2020-05-27
Dear Opemipo ，
Thank you for your comment.
We are aware that we need to improve on some aspects.
We will submit this problem to our related department and improve it in the future.
Please note our livechat is mainly for pre sales issues and basic order status enquiries, and has no authority to resolve after-sales service complaints.
Should you need any aftersales service we will solve your issue via the ticket system.
We have sent you a ticket.
Could you please kindly reply us?
Thank you for your understanding.
Best regards
ROSEGAL Customer Service
I ordered my stuff on the 4th of May and it still says it’s on hold in Hong Kong and they won’t issue me my refund. They keep saying I have to wait for the higher people to contact me back but I have yet to get a response from them. They kept prolonging the date from the 10th to the 15th then the 19th the 24th and then now they won’t even give me a answer......the first time I ordered from the my stuff came too small and now this......I’m never ordering from them again.
Rosegal 回复2020-05-27
Dear Chayilla ，
Thank you for your comment.
We are sorry things have taken longer than expected.
There may be some delays between scanning events and the website' s updates.
Could you please send us your order number?
We will try our best to solve you issue.
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Service
Placed an order for 2 items, delivery by May 14th. As everyone else is stating, I still haven't received my items and the tracking goes no where. Supposedly my items have been in California since April 24th, but have not made there way to FedEx yet. I have contacted Rosegal multiple times and have been given the same story (at least they are consistent). They blame Covid-19 on the delays. I've ordered from other overseas companies during this time and have had no issues. Maybe it's time to contact the Attorney General's office.
Rosegal 回复2020-05-26
Dear Jennifer ，
Thank you for your feedback.
We are sorry to hear this about your package.
Please offer us your order number.
We will review your case and offer a solution.
You can submit a ticket here:https://support.ROSEGAL.com/ticket/ticket/index.
Best regards
ROSEGAL Customer Service
I would just like to update my previous review.
The customer care team have been very responsive and have taken into account to my points of view through emails, and thought it only fair to post this updated review.
I have now received my items and on first inspection they look to be very good and I can't wait to go and try them on.
I will continue to use the website and perhaps in future place a further order however, I will bear in mind that I will have to pay an import tax for anything that I buy from them. Something that I am still not happy to have to pay but, now I know I will consider this when making further purchases.
So just a note to other customers, please be aware that you may need to pay extra for anything you purchase.
Rosegal 回复2020-05-26
Dear Alison ，
Thank you for updating your review.
We apologize again for any inconvenience.
We at ROSEGAL will always do our best to ensure customer satisfaction.
We look forward to seeing you at ROSEGAL.com again soon.
Best regards
ROSEGAL Customer Service
It's been six weeks, I received NOTHING except an email saying "DO NOT WRITE THIS EMAILS TO US AGAIN". Ordering from them was a BIG MISTAKE
Rosegal 回复2020-05-25
Dear Mary，
Thank you for your feedback.
We are sorry to hear that you have not received your order yet.
Could you please give us the order number or tracking number so that we can check the issue for you?
Kindly note that we are more than willing to assist you.
You can also email to [email protected] or submit a ticket here:https://support.rosegal.com/ticket/ticket/index.
Best regards
ROSEGAL Customer Servic
Ordered protective masks on April 15, 2020. Masks have not arrived and I cannot get a straight answer from Rosegal. Just get a runaround. DO NOT ORDER FROM THIS COMPANY!
Rosegal 回复2020-05-25
Dear Peter ，
Thank you for your comment.
We are sorry things have taken longer than expected.
There may be some delays between scanning events and the website' s updates.
Could you please send us your order number?
We will try our best to solve you issue.
We are looking forward to hearing from you.
Best regards
ROSEGAL Customer Servic
I wish I had read these reviews before making my purchase, I have spent a considerable amount of money (£125.00). Only to get an email from the courier company informing me that if I wanted my goods that I would have to pay an import tax. This was not explained on the website and at no point through my purchase did it explain that I would be liable for this.
So ladies and gents if you are thinking of ordering anything from this company (which I hope you don't) please bear in mind that even though you have paid for delivery etc., you may still have to pay additional fees to get your goods. I have had to pay an extra £39.00 to be able to get what I ordered. Upon reading some of these reviews it may look like I have wasted over £150.00.
Grrrrrrrrrrrrrrrrrrrrrr
BUYERS BEWARE OF THIS COMPANY AND AVOID.
Rosegal 回复2020-05-24
Dear Alison,
We are sorry that you have had local customs and tax issues.
Please kindly refer to our policy on tax here: https://www.rosegal.com/tax/
Please kindly send us your correct order number.
We will review your case and offer a solution.
You can submit a ticket here:https://support.ROSEGAL.com/ticket/ticket/index.
ROSEGAL Customer Service
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