Strictly Bout C.
I am writing regarding an unresolved…
I am writing regarding an unresolved issue with my order placed on November 28th. I purchased five (5) pairs of jeans, but only four (4) pairs were delivered. I have contacted the valabasas team multiple times requesting either a refund or a replacement for the missing pair. I was informed that Valabasas would contact UPS to attempt to locate the missing item; however, as of today, January 6th, I have received no update, refund, or replacement. The whole experience was terrible, and they clearly don't value their customers. Sellers refusing refunds, ghosting customers after purchase, and providing automated/unhelpful responses.
Response from ValabasasJan 10, 2026
We’re truly sorry to hear about your experience and appreciate you bringing this to our attention. Our team is committed to assisting every customer, especially when issues arise with carrier deliveries. As noted in your review, you reached out regarding a lost package. We immediately filed a UPS claim on your behalf so the carrier could begin their investigation. Because UPS was the responsible party in possession of the package, we must follow their protocols and wait for their official resolution before taking the next step. Once UPS provides their final determination—including whether the claim is approved and the amount issued—we proceed accordingly. If the reimbursement covers a replacement, we will send one. If it does not, we issue store credit for the full amount received from UPS. For transparency, our shipping and claims policies are available on our website and were also included with your order. These outline the process customers can expect when a carrier issue occurs. As soon as we receive the official communication from UPS, we will contact you directly at the email associated with your order. We appreciate your patience and understanding while we wait for the carrier’s response. Please feel free to reach back out to us or UPS yourself about an update with the claim. To us in subject line add BBB REVIEW Valabasas Management Team Claim: Our policy strictly governs all claims related to FedEx and UPS shipments. Such claims may only be submitted, reviewed, and approved by our company. In the event that a claim is approved by the courier, resolution will be limited to either the reshipment of the original items ordered or the issuance of store credit, not to exceed the exact amount approved by the courier. Please note that this claims process does not include refunds, exchanges, or compensation beyond the courier-approved claim value. All resolutions are issued solely at our discretion and in accordance with the amount authorized by FedEx or UPS. This policy ensures a controlled, efficient, and clearly defined resolution process for all shipping-related claims. Shipping Liability: While we take great care in packaging and securing your order, Valabasas is not responsible for any lost, stolen, or damaged packages incurred during transit. Once the package is handed over to the respective courier, the responsibility for its safe delivery rests with them. In the event that a package is lost, stolen, or damaged, we recommend contacting the courier directly to resolve the issue.