The sweater I ordered arrived in about two weeks. I had been getting concerned because I hadn't heard anything after being informed that the order had been processed. When I wrote about it, I received... See more
Company replied
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ordered a sweater on 11th December 2021. now 31st December 2021 ,still no sweater . email from Gabrielle Vargas saying it had been shipped on 15th Dec.but it had not gone anywhere since then.Informe... See more
Company replied
very uneven quality and styling. Some things are wonderful; others are awful. I've gotten some absolutely wonderful scarves and sweaters and some just terrible sweaters. One style was wonderful in one... See more
Company replied
Buyer beware!!! Make sure whatever you order is the right size, color and shape. Unless there is a defect you cannot get a refund and an exchange has proved IMPOSSIBLE! I have returned the item I p... See more
Company replied
Company details
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2.8
Average
357 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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The website is deceptive
Even though they have finally, after nearly a month, responded with a willingness to refund me or exchange with a discount - and I do very much appreciate this - it is not true that their website describes the textile components. So the following is still true: The website is deceptive. It says, 'Alpaca' by all of its sweaters but in fact only a very small portion of them are 100% Alpaca. The rest are a blend.
I purchased two sweaters for myself and my partner's Christmas gifts. When I received them and felt how rough and thin they were - they seemed cheap. I began trying to return them and requested my money back because they obviously were not 100% Alpaca.
During the exchange the representative finally admitted that my purchase was a blend. But they would not return my money. So I'm stuck.
My partner's sweater is nicer and he's happy to keep it. Mine, not so much.
The company agreed to exchange for another sweater but so far all the 100% Alpaca sweaters cost nearly 3x what I paid. I guess I should not have expected real Alpaca to be so inexpensive. You get what you pay for but I do think that the website should be transparent and list the textile components clearly there.
January 15, 2021
Unprompted review
Reply from AlpacaMall
Hello Arleen,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
Our company provides the correct information about the component of the product in the website. as we mentioned in our emails you are welcome to return the products to exchange them for any other items in the website using the credit store for their value.
Alpacamall.com
Quality and Customer Service Team
Terrible Service and Customer Service
My story is the same as many others. I ordered 2 sweaters and 2 hats on Dec. 20. Received the hats but nothing regarding the sweaters. I have emailed twice and no response. I also have a $4.10 international charge on my credit card because the charge came from Hong Kong and the phone number says U.S. The website said free shipping but when I received my order confirmation I was charged $19.00 for shipping.
January 12, 2021
Unprompted review
Reply from AlpacaMall
Hello Cynthia,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
A full refund for the 2 missing sweaters and the shipping label will be made to your account.
We are very sorry for the inconveniences.
Alpacamall.com
Quality and Customer Service Team
TERRIBLE CUSTOMER SERVICE/NO SERVICE
TERRIBLE CUSTOMER SERVICE/NO SERVICE. I ORDERED 2 LONG BROWN CAPES AND 1 LONG WHITE CAPE. THEY NEVER ARRIVED. WHAT ARRIVED WERE 3 GREY SWEATERS. TRIED OVER AND OVER AGAIN IN EMAILING & CALLING. I RECEIVED 1 EMAIL, NOTHING FURTHER. I REACHED OUT TO MY CREDITORS TO CANCEL THE $112.00 ORDER IN DISPUTE OF NOT RECEIVING MY MERCHANDISE. BEWARE...
January 12, 2021
Unprompted review
Reply from AlpacaMall
Hello Cassondra,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We have sent you an email to solve this problem as soon as possible.
Alpacamall.com
Quality and Customer Service Team
3.2 review rating not correct. Buyer beware
I had planned to buy a few items as gifts from AlpacaMall. I have looked at the reviews and have decided otherwise. One thing to take into consideration when looking at their 3.2 review statistic, is that you cannot leave a review without selecting at least one star. Again it appears to be a company based on false information, faulty products, and extremely poor customer service.
January 9, 2021
Unprompted review
Reply from AlpacaMall
Hello Bob,
We are grateful that you took the time to review us and to tell us what you feel is wrong with our products and services.
Alpacamall.com
Quality and Customer Service Team
I placed an order on Monday December…
I placed an order on Monday December 7th, 2020 for two items - a hat and a poncho. I received the hat but not the poncho. It is now January 8th and I have emailed them two times to see what is going on with no response. I called the toll free number as well - no response. I am extremely disappointed and want the item or my money back but cannot reach anyone to resolve this issue. I will not be ordering from them again and feel like I was taken advantage of - next I guess I will have to contact my credit card company about the charge. What a hassle for a product I really wanted.
January 8, 2021
Unprompted review
Reply from AlpacaMall
Hello Michele,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
Unfortunately the poncho was lost by the shipping company but we were not notified of this problem. We have sent you an email to solve this problem immediately with the shipping of a new package or a full refund for the cost of the poncho.
Alpacamall.com
Quality and Customer Service Team
not alpaca
I ordered 4sweaters, 2hats,2scarves for Christmas gifts 12-7-20. I received 1sweater in a little over a week, then 1sweater and 1 scarf a week later. I complained and they sent 1 sweater, the hats and the other scarf. I'm still missing 1 sweater(but the invoice says it was in the package) The sweaters are not alpaca, there may be some alpaca in them but not much. They are clearly synthetic.
January 5, 2021
Unprompted review
Reply from AlpacaMall
Hello Lisa,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
A Full refund for the missing sweater will be processed by the end of the week.
Alpacamall.com
Quality and Customer Service Team
Extremely disappointed
I ordered a sweater for my mom and it arrived in the wrong color. I ordered it in black and it arrived in navy blue. Navy blue wasn’t even a color option for the sweater that I ordered so I have no idea how that even happened. I emailed them and got no response. I would not order from this company again!
January 5, 2021
Unprompted review
Reply from AlpacaMall
Hello Allen,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We have just sent you an email to authorize a return of the wrong color sweater so you can exchange the product or get a refund for its cost, including the cost of the return shipping label.
Alpacamall.com
Quality and Customer Service Team
Goods not delivered and can not contact them
I ordered goods before Christmas, goods have not arrived by 5th Jan and they do not reply to emails or answer their telephones so concur that this is a scam company so do not buy from them.
January 5, 2021
Unprompted review
Reply from AlpacaMall
Hello Allen,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We have confirmation that your order 538040 placed on december 14 was delivered on december 16 to the address you provided.
Alpacamall.com
Quality and Customer Service Team
Recent Order
I recently ordered a piece of clothing for my wife and a poncho for myself. Even though I ordered at the same time, they came separate. No big deal, but just something to keep in mind. The shipping email said it would come way later, but both products were received within a week of order. Very satisfied with quality. No issues whatsoever.
January 4, 2021
Unprompted review
Reply from AlpacaMall
Dear Jeffrey,
We want to thank you for your good review.
We are working really hard to improve the quality of our products and to give our customers the best service we can.
Thank you for shopping with us.
Alpacamall.com
Quality and Customer Service Team
SCAM COMPANY
I ordered a poncho, but it was delivered to the wrong address. I messaged many times, but have been ignored each time. The phone number doesn't work. It is a scam company! Don't trust them!
January 3, 2021
Unprompted review
Reply from AlpacaMall
Hello Kyle,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
As we have mentioned in several emails your package was shipped to the address your provided and delivered correctly. We have even provided the proof of delivery given by the shipping company.
All the information proofs this package was delivered and our company is not in possession of the goods anymore.
Alpacamall.com
Quality and Customer Service Team
I ORDERED EXPRESS SHIPPING ONE JUST ONE…
I ORDERED EXPRESS SHIPPING ONE JUST ONE ITEM. ITS BEEN ALMOST A WEEK AND IT HASNT EVEN BEEN PROCESSED! AND THEY IGNORE MY EMAILS!!!
December 30, 2020
Unprompted review
Reply from AlpacaMall
Hello Kyle,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
Kindly provide us your order number to solve this problem immediately.
Alpacamall.com
Quality and Customer Service Team
DO NOT BUY HERE!
DO NOT BUY HERE!! they sent me 2 damaged sweaters with split side seams both sides of one and a black ink/tar spot on a white sweater. Web site and their correspondence to me said refund only if damaged but they are not honoring that. Sweaters are paper thin-very poor quality and damaged on arrival. After spending $21 to return with tracking as they demanded, they now say no refund!! PHONE # not even in service and no response to e mails until 4rd sent. NOT TO BE TRUSTED! BEWARE!!!
December 30, 2020
Unprompted review
Reply from AlpacaMall
Hello Marcia,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We received your complaint about the small blue spot in one of the sweater and we offered a partial refund for the product since it was probably stained during shipping and your order didn't have shipping insurance.
Regarding the 2 other sweaters, you never mentioned them in your emails and there is no record of the photographs of the split side seams and their return was never approved by our company.
Alpacamall.com
Quality and Customer Service Team
Horrible experience, repaired merchandise, no returns
Horrible experience. They sent me a factory 2nd repaired. It was repaired with white thread over a blue sleeve. Looks really really bad. The size was labeled XL, but was really a M. They steadfast refused a return. Then quit responding to emails. I appealed to PayPal and they sent a Panama (the country) address to return it to. yeah right. I wish I could post pictures, nobody would order. ALso, their listed phone number are disconnected.
UPDATE; Their response is a lie. I stand by my post. I have pictures to prove it. Horrible experience. They operate this scam under several different websites.
December 29, 2020
Unprompted review
Reply from AlpacaMall
Hello Jake,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
Our company has never shipped a repaired product. You need to understand all the garments are handmade products and they can present small defects like and overlapped thread.
We replied to your email informing you could return this garment to our address in the US and get and exchange for any other product in our store of a similar value.
Alpacamall.com
Quality and Customer Service Team
Overpriced shipping
I was charged $38 for shipping when I was supposed to get free shipping. I even “checked “ the correct box. I have sent numerous emails to which I’ve received no response. I have only received one item from an almost $100 order. Extremely disappointed. Hoping for an amicable resolution.
I am very happy to report that Gabriela with AlpacaMall rectified this situation. I am pleased with the outcome. Thank you!!!
December 18, 2020
Unprompted review
Reply from AlpacaMall
Hello Lana,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
Please let us know your order number to solve this problem immediately.
Thank you for your purchase.
Alpacamall.com
Quality and Customer Service Team
Not Ready for Prime Time; Waste of Good Money
Dec 15, 2020 - After numerous attempts to contact via email and by phone with no response, it is my duty to report the same occurrences as cited below in terms of undelivered goods, lack of response, refund or otherwise. No comment on quality of goods since they were not provided in full. There is a reason why Chase Bank will not allow you to purchase from them. Currently a horrible experience of paying for 4 items and only receiving 3 and no response when reaching out to their customer service. They are either shoddy, corrupt or overwhelmed with spending money on marketing vs investing in decent customer service. No excuses.
December 15, 2020
Unprompted review
Reply from AlpacaMall
Hello Bruce,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We have carefully reviewed your order for 4 ponchos placed on December 9th and we have confirmation the last poncho was delivered earlier today so this order has been fully delivered in 7 days.
Thank you for your purchase.
Alpacamall.com
Quality and Customer Service Team
It was exactly what I ordered
It was exactly what I ordered. The person I ordered it for loved it, said the sweater was so soft and size was great.
December 11, 2020
Reply from AlpacaMall
Dear Debby,
We want to thank you for your good review.
We are working really hard to improve the quality of our products and to give our customers the best service we can.
Thank you for shopping with us and have a Merry Christmas!
Alpacamall.com
Quality and Customer Service Team
No return policy stinks!
Although I liked the quality of the sweaters I purchased, the fact that I could not return the one that did not fit my husband causes me to never shop with you again. Online shopping for clothing can be difficult. I used your sizing guide, one sweater fit, the other was too small. These were an anniversary gift for my husband purchased several weeks in advance. Very disappointed in your customer service.
December 11, 2020
Reply from AlpacaMall
Hello Staci,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We would like to know your order number to solve any problems and give you a better experience. Please send us a new email to review your complaint.
We are working really hard to improve the quality of our products and to give our customers the best service we can.
Alpacamall.com
Quality and Customer Service Team
I will never buy from AlpacaMall again…
I will never buy from AlpacaMall again and I will continue to tell as many as people that you ripped me off. I was overcharged and I emailed you the second I made the order to cancel. You ignore my email and still overcharged me. The sweater wasn’t even nice. Low quality and horrible service.
December 10, 2020
Reply from AlpacaMall
Hello Lisa,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We would like to know your order number to solve any problems and give you a better experience. Please send us a new email to review your complaint.
We are working really hard to improve the quality of our products and to give our customers the best service we can.
Alpacamall.com
Quality and Customer Service Team
I've had my jacket for ten days now
I've had my jacket for ten days now. It fits well and is warm as advertised. It's -3C today where I live. The service was very good and the quality appears excellent. All I can really say is that I'm happy with my purchase.
December 3, 2020
Unprompted review
Reply from AlpacaMall
Dear Paul,
We want to thank you for your good review.
We are working really hard to improve the quality of our products and to give our customers the best service we can.
Thank you for shopping with us!
Alpacamall.com
Quality and Customer Service Team
Horrible company!
Horrible company!! Buyer beware!! They overcharged me and have not replied to my emails. The products are also low quality. I would never buy from or trust them again. Should not be in business!
Edit: you say email you, but you don’t respond to emails.
November 23, 2020
Unprompted review
Reply from AlpacaMall
Hello Lisa,
We are really sorry that your experience with our company did not meet your expectations. We are also very grateful for having taken the time to review us and to tell us what you feel is wrong with our products and services.
We would like to know your order number to solve any problems and give you a better experience. Please send us a new email to review your complaint.
We are working really hard to improve the quality of our products and to give our customers the best service we can.
Alpacamall.com
Quality and Customer Service Team
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