Matching review coverage
Experience dates: Sep 4, 2026–Oct 8, 2026. This subset comes from the company profile; product reviews are separate.
| Review collection | Matching reviews | Mean company-review rating / 5 |
|---|
| Collected reviews | 7 | 2.43 |
There is no combined collection score or verified topic performance score. How the data works.
Customer reviews mentioning customer support
English keywords: support, customer service, customer care, response, respond, responded, reply, replied. Most recent experience first, regardless of rating.
Maybe the poorest customer service I...
Maybe the poorest customer service I have ever received from any company. I ordered a dress coat. $504.00. Never recieved it. Emailed customer service I do not remember how many times, but at least 10-12 times.
Received numerous promises and guarantees of help, which never materialized. Eventually they just stopped responding to my emails. I never received my suit coat OR a refund of the $504.00. I am having to dispute this charge now with American Express. A total SHIT company
Amazing customer service and the...
Amazing customer service and the quality of the sweater is excellent! Very happy with Velasca
I have not received my package
I have not received my package. Despite being told I'd get a followup after I replied to the customer service email I never received an update. I contacted FedEx and they say my package is lost.
Great customer service
Customer service answered my call promptly. She took the time to understand my request and helped me with the order.
No Refund or Response After a Month
My return was received over a month ago. Despite contacting customer service several times to ask when my refund would be issued, I have yet to receive either a response or my refund.
I’m very happy with the boots...
I’m very happy with the boots themselves — the quality and craftsmanship are great. Unfortunately, the customer service was disappointing.
I accidentally ordered size 8.5 instead of 8 and contacted Velasca within about an hour of placing the order to request a size change. They replied three days later and told me they would ask the warehouse to put the order on hold, but instead the shipping label was created the next day and the order was shipped. When I contacted them again, I was told that I had notified them too late, even though I reached out just an hour after placing the order.
Great shoes, but the customer service and communication could definitely be improved.
Worst online shopping experience: no delivery, no refund, fake return emails
Ordered from Velasca and paid extra for express shipping specifically because I had a tight window at the delivery address. That express delivery never arrived. Two and a half weeks on, still nothing.
Emailed several times, no replies at all. Switched to WhatsApp and finally got responses, but only ever "be patient, wait." Meanwhile I received two separate emails claiming they'd received my return, one just two days after I placed the order, the other two weeks in, despite never having sent anything back because I never received the shoes in the first place.
Replies on WhatsApp are slow and consistently stop coming as the week is ending, with nothing resolved. No shoes, no refund, no explanation for the phantom returns, and no accountability for the express fee I paid for a service they never delivered. Worst customer service experience I've had ordering online.