AVOID AVOID
Company is based in Hong Kong. Takes in payment, never issues 10% discount offered, sends email acknowledgement of order placed but issues no order number.
24/7 Chat is a farce. After entering the required information, name, email address etc. (for order number I entered invoice ID received from payment processing company), merchant's chat system goes blank -literally. Waiting forever for a response, nothing happens, just a blank screen.
Attempted their chat system three times, same result: Blank screen.
Then I tried to open a case following prompts appearing on their website. Case would not advance without an order number which merchant had not provided. Invoice ID not accepted as order number.
Finally I opened a case with payment processing company which reviewed problem and issued refund promptly.
Curiously, soon after the refund request was submitted with the payment processing company, merchant emailed an order number which was the same as the invoice number I receiver from the payment company but merchant would not accept.
PS:
Subsequent addition.
Merchant response below consisting entirely of convenient excuses also seen in other review replies.
Roselinlin 回复2023-07-07
Dear Customer,
Thank you for your feedback on Trustpilot!
Sorry to hear that you can not contact us Online. In recent days, the volume of our customer service inquiries has increased dramatically resulting in slow responses. We are really sorry about this.
But our live chat channel is available and we receive customers' inquiries every day. If you get a blank screen when contacting us, please check if you are visiting the correct URL(https://roselinlin.com/contact-us), or please try another browser. If there is still any issue, please email us the screenshot so that we can check and handle the issue.
Regarding discounts, there are buttons to enter the coupon code on both the shopping cart page and the payment page. If you are ordering from a cell phone, please scroll down the page to find the input box, if you are ordering from a computer page, the input box is in the top right corner of the page.
If you still can not use the coupon, please contact our customer service team directly with the coupon code information so that we can help resolve this issue for you as quickly as possible. Our team will work with you to determine the cause of the problem and ensure that you receive the appropriate discount on your purchase.
You should receive an email with an order number as a confirmation after you complete the payment. The invoice ID is not exactly the same as the order number. Please double-check the email address you left us and check your spam or junk folder. Sometimes email operators identify our emails as advertising emails and automatically block our emails. Now your order has been canceled due to you filed a case. The refund is under processing now.
We appreciate your patience and understanding while we work to resolve this issue quickly and efficiently. We value your business and hope to continue serving you in the future.
If you need additional assistance, please feel free to contact us by email at [email protected]. We will reply to you within 24 hours.
Best regard,
Echo
ROSELINLIN
If the clothing is the quality it claims to be and sizes I chose fit well then the prices are awesome! I actually made 2 separate orders tonight and I hope I made a good decision because the clothing looks extremely comfortable as well as classy
I placed a size 16 xxl casual v neck dress in my bag. ($24.99 plus shipping) I was then offered an "add on" of a pair of white pants, which I declined to buy. Then I paid and checked out. Then, I looked at my paypal receipt and viewed the receipt and it said I had ordered those pants, which I did not, I ordered the dress. THEN, I immediately went into your chat for help to edit the order and it would not allow it, so I opted to cancel and reorder. This is all within a 30 minute time frame and nothing had yet shipped. I was informed that my refund could take up to two weeks. If you can't get the order right the first time, won't allow me to edit it(even though it was not my mistake)and then make me wait two weeks for my refund, why on Earth would I take a chance at the order being incorrect the second time and wait on yet ANOTHER refund for something I didn't order? I am very disappointed in this service and that I won't be getting that lovely dress.
August 4, 2023
I have since been issued a full refund, but I am still disappointed in the way this complaint was handled by Roselinlin. I appreciate the refund.
Roselinlin 回复2023-07-05
Dear Customer,
We apologize for any inconvenience caused by the wrong item being ordered and the waiting in processing your refund.
Regarding the issue with the wrong item being included in your order, we apologize for the confusion. We will investigate this matter further to ensure that it does not happen again in the future.
However . Please note that once an order has been submitted, it is not possible to modify items in the order . Our Customer Service Team do have a feature to change the item . However , price of Casual VNeck dress and pants is different , it is much more convenient for you to cancel and reorder . Hope for your understand .
We understand your frustration with the wait time for your refund. However .Please understand it takes time for online refund . Refunds can take up to 1-2 weeks to process due to the time it takes for the payment to be cleared and the refund to be processed by our financial team. Usually , it only takes a week . We would like to assure you that we will do our best to expedite the process and ensure that your refund is processed as soon as possible.
Thank you for your understanding and patience in this matter. Please do not hesitate to contact us at [email protected] if you have any further questions or concerns.
Best regard,
Mandy
ROSELINLIN
I am Susan Spangler. I am the person who was shopping and bought the dress. Jean is a friend who I got the dress for. If you had a shipping address AND A BILLING ADDRESS. Mistakes like this won’t happen. My friend shouldn’t know the price of a gift.
Sincerely,
Susan Spangler
Consider offering, being able to purchase some final sale items as a reward and add it to the total without shipping.
The selection of the clothing is amazing. I just think it's too bad when I had enough items for free shipping that I wasn't given the opportunity to purchase some of the final sale items as a reward for my purchase instead of the list of items that you offer that didn't interest me. The shipping charges are so much when shopping the final sale items. :-(
Perhaps offer the chance to purchase one final sale item after every $25.00 purchase of regular priced items without charging shipping costs for the final sale item.
I haven’t received my order yet as I just barely ordered , however , it was easy peasy to order and very quick . I can’t wait to see the merchandise I ordered!
I love your clothes. Many are so "ME", I just ordered some Final Sale items, and it opened a new account One account is enough LOL
I have a shipment arriving soon (lead times are lengthy, but coming from Hong Kong it's to be expected). I need to remember this, and also items are sized smaller.
I always get compliments on my Roselinlin items!
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