Sugar&Vapor Reviews 19

Reply from Sugar&Vapor

Updated Jan 20, 2025

Thank you for your feedback.

If you’ve already purchased from us, we encourage you to wait for your package and experience the full shopping process before forming conclusions. Since 2018, our brand has been dedicated to providing high-quality products and exceptional service. We’re deeply grateful to the customers worldwide who have trusted and supported us along the way.

Some of our customers have shared their experiences shopping on platforms like Taobao, which is designed for the Chinese domestic market. While these platforms offer competitive local prices, international buyers often encounter challenges such as long shipping times, expensive logistics fees, and limited after-sales support, as they primarily cater to local customers.

Online shopping can also be misleading, as similar-looking images don’t always reflect the same quality. Unfortunately, the internet is full of stolen or misused images. That’s why we’ve made it a priority to oversee the entire production process of our products and take all our product photos ourselves. The images on our website showcase the actual items we sell, and background edits are done to make the details clearer and improve customers' shopping experience.

Our brand was created specifically for the international market. We focus on ensuring consistent product quality, offering reliable shipping options, and providing comprehensive after-sales support. We aim to create a seamless and trustworthy shopping experience for our customers.

Thank you for giving us the opportunity to explain. We value all feedback and hope this helps provide more clarity for anyone considering shopping with us.

Reply from Sugar&Vapor

Updated Dec 13, 2024

Thank you for sharing your thoughts! It’s truly impressive to judge an entire business based on an ad, especially without trying our products. 😊 As a small team, we’re passionate about designing and curating unique pieces, and we take pride in overseeing every detail of our process. If you’re genuinely curious about how we operate or what sets us apart, we’d be happy to share more about our journey and values. 💕

Reply from Sugar&Vapor

Nov 6, 2024

Hi angel! We're really sorry to hear about your experience—it’s definitely not what we'd want for anyone! We did our best to assist with the return, but unfortunately, the package got held up at customs and couldn’t make its way back to us. Usually, if a package stays in customs too long, it’s sent back to the original address. The main reason we are unable to claim the package is that it was not registered with the address or phone number we provided, making it difficult for customs to locate the correct recipient.

Since we opened in 2018, we've successfully handled tens of thousands of orders, and situations like this are extremely rare. We are committed to ensuring the smooth delivery of each order and to providing reliable customer service. We appreciate your understanding. If you have any other questions, please feel free to reach out to us, and we will do our best to assist!

Reply from Sugar&Vapor

Dec 13, 2024

Hi angel, Thank you so much for your trust and support! 💕 We truly appreciate your understanding and patience as we clarify this matter.

First, we’d like to assure you that the email you received is part of our standard verification process. Unfortunately, as a small business, we’ve encountered fraudulent chargebacks in the past.

To protect both our business and our customers, we use Shopify’s risk analysis system, which flags transactions as high-risk if certain unusual patterns are detected. While we could have simply canceled and refunded the flagged order, as a small business, every order means a great deal to us. For this reason, we reach out to customers to confirm the legitimacy of the transaction rather than taking immediate action.

We want to emphasize that we never ask for sensitive bank account details. What we request is a simple screenshot of the transaction showing the order amount and date, to verify the legitimacy of the purchase. All information provided is handled with the utmost confidentiality and is promptly deleted after verification and processing of your order.

Thank you again for your cooperation and understanding in this matter. Please don’t hesitate to reach out if you have further questions or concerns. We’re so excited for you to receive your package, and we hope you’ll love the clothes as much as we enjoyed curating them for you! 💗

Reply from Sugar&Vapor

Dec 13, 2024

Hi angel, thank you so much for your wonderful feedback and support! 💕 It truly means the world to us. Our brand is run by three passionate girls who pour their heart and soul into every piece we create. Knowing that our work has brought joy to amazing customers like you inspires us to keep going and keep improving.

Your encouragement keeps us motivated to continue curating unique styles and delivering the best experience possible. If there’s anything else we can do for you—styling tips, questions, or anything else—please don’t hesitate to reach out. We can’t wait to see you again soon! 💖

Reply from Sugar&Vapor

Dec 13, 2024

Thank you for your feedback. After reviewing our records, we couldn’t find any orders matching the details you’ve mentioned, so it’s unclear whether this experience occurred with our store. We take these claims very seriously, and if you can provide an order number or further details, we’d be happy to look into this matter and assist you.

As a small business, we strive to provide high-quality products and exceptional service. For returns, we always follow a clear policy to ensure fairness to all customers, and we work hard to keep our shipping processes both efficient and cost-effective.

We’d like to emphasize that all our items are carefully selected and quality-checked before shipping, and we pride ourselves on the thousands of positive experiences shared by our customers. If you have genuine concerns, please feel free to reach out directly—we’re here to help.

Reply from Sugar&Vapor

Sep 18, 2024

I’m the shop owner, and I need to address your review directly. To put it plainly, your intention was to keep the clothing without paying, requesting a refund without returning the items. Despite we agree to all of your demands, you still refused to return the products and even initiated a chargeback against our business.

When we stated that we would protect our business through legal means, you pretended to cooperate, agreeing to return the items but then refusing to follow through with the return. You ceased communication with us and instead took to this platform to defame us. It's clear that when you couldn't get the items for free, you turned to discrediting our brand.

Furthermore, your endorsement of those low-cost websites fails to acknowledge the reality behind their pricing. The incredibly low prices on these platforms often come at the expense of workers in unethical sweatshops, where labor exploitation is rampant. Supporting these businesses contributes to the ongoing issue of unfair labor practices. At SugarAndVapor, we strongly condemn such unethical practices and are committed to maintaining fair and ethical standards in our own production process.

Your review claims that our products are identical to those found on low-cost websites. In reality, any similarities are due to the unfortunate reality of image and design theft by sellers on those platforms. We have our own workshop, and we stand by the quality and integrity of our brand.

Each piece of clothing is a result of our team's dedication and hard work, and as the owner, I cannot stand by and watch our efforts be trampled on and defamed. Please return all the clothing BACK!! Otherwise, we will continue to use all legal means to protect our legitimate and honest business.

We understand that there will always be people who both support and criticize. We accept the presence of haters and thank them for pushing us to grow into a better company. Our mission has always been to provide better products and superior service to those who appreciate and support us.

Reply from Sugar&Vapor

Jul 2, 2024

Firstly, our company stands firmly against any form of discrimination. We carefully select the influencers we collaborate with to ensure their vibes align with our brand. If you have specific concerns about an influencer we’ve worked with, please provide more details so we can investigate thoroughly and take appropriate action.

Regarding the quality of our products, we strive to offer high-quality and reasonably priced clothing. Please remember that online shopping can sometimes be misleading; the same images and styles do not necessarily represent the same quality. Our images and designs are frequently misused by unscrupulous sellers, so please be cautious and discerning. If you are dissatisfied with any of our products, please reach out to our customer service team, and we will do our best to resolve the issue to your satisfaction.

If you are not our customer and have no genuine interest in our brand, but are merely attempting to smear us as a hater, there is little we can do. We remain committed to providing excellent service and products to our genuine customers.

Reply from Sugar&Vapor

Dec 13, 2024

Hi angel, thank you so much for your wonderful feedback and support! 💕 It truly means the world to us. Our brand is run by three passionate girls who pour their heart and soul into every piece we create. Knowing that our work has brought joy to amazing customers like you inspires us to keep going and keep improving.

Your encouragement keeps us motivated to continue curating unique styles and delivering the best experience possible. If there’s anything else we can do for you—styling tips, questions, or anything else—please don’t hesitate to reach out. We can’t wait to see you again soon! 💖

Reply from Sugar&Vapor

Dec 13, 2024

Hi angel, thank you so much for your wonderful feedback and support! 💕 It truly means the world to us. Our brand is run by three passionate girls who pour their heart and soul into every piece we create. Knowing that our work has brought joy to amazing customers like you inspires us to keep going and keep improving.

Your encouragement keeps us motivated to continue curating unique styles and delivering the best experience possible. If there’s anything else we can do for you—styling tips, questions, or anything else—please don’t hesitate to reach out. We can’t wait to see you again soon! 💖

Reply from Sugar&Vapor

Apr 15, 2024

Thank you for sharing your feedback on Trustpilot. Actually our customer care team is still waiting for your reply by email.

Let us explain again - Our nose studs are made with a 316L surgical steel post and a brass decorative part. The oxidation of brass can cause discoloration when in contact with water and oil frequently. This design choice was made to achieve a more intricate decoration, as 316L stainless steel is less malleable than brass.

Our suggestion is to remove the nose stud when showering and participating in physical activities to avoid contact with water and oils, especially for customers with oily skin prone to nose oiliness. However, if you prefer to wear it during bathing, please be aware of the potential for discoloration.

We sincerely apologize for any dissatisfaction you've experienced with our product. We are committed to continuously improving our products and services to ensure every customer has a satisfactory shopping experience.

If you have any further questions or need additional assistance, please feel free to contact us. We're more than happy to help.

Reply from Sugar&Vapor

Updated Dec 13, 2024

Thank you for sharing your thoughts. We’d like to take a moment to address your concerns and clarify a few points about our brand.

We are indeed a small business, operated by a team of three passionate girls. Our headquarters and studio are based in Shanghai, China, where we design, produce, and manufacture our pieces. We have full control over the process—from the initial designs to production and quality checks—ensuring that each product meets our standards before it reaches our customers. Being based in China allows us to leverage the country’s highly efficient and skilled fashion industry while staying true to our commitment to quality and creativity.

As for inclusivity, we’re always working to improve and expand our offerings. While we may not be perfect yet, we’re committed to listening to our customers and ensuring that our brand represents a wide range of styles, sizes, and preferences. Your feedback is valuable in helping us grow.

We appreciate your interest in our brand, and if you’d like to learn more about our story or our process, please feel free to visit our ‘About Us’ page or reach out to us directly. 💕

Reply from Sugar&Vapor

Dec 13, 2024

Hi there, thank you for your feedback. We’re sorry to hear about your experience and wanted to address your concerns.

Inclusivity is something we genuinely care about, and while we know we have room to grow, we’re actively working to expand our size range to better serve all of our customers. Your input helps us understand where we can do better, and we appreciate the opportunity to improve.

We strive to maintain a positive and constructive space for everyone in our community and are always open to hearing thoughtful suggestions. If there’s anything specific you’d like to share, feel free to reach out to us directly. We’re listening and always working to be better!

Reply from Sugar&Vapor

Updated Dec 13, 2024

Hi there, thank you for your feedback. We’re sorry to hear that you’re unhappy with your experience. As a small business, we work hard to ensure the quality and uniqueness of our pieces. The top you mentioned is designed in collaboration with our long-term partner studio, and we strive to provide original and carefully crafted items.

We understand that fast-fashion platforms may offer similar-looking products at lower prices. However, these often lack the same level of quality control and customer support that we prioritize. While our prices reflect the effort and care we put into every piece, we’re always working to improve and offer the best possible value for our customers.

Regarding our refund policy, it is outlined on our website to ensure transparency. If you’d like assistance with your purchase, please don’t hesitate to reach out to our customer service team directly, and we’ll do our best to help. Thank you for your understanding and for giving us the chance to clarify.”

Reply from Sugar&Vapor

Dec 13, 2024

Hi angel, thank you so much for your wonderful feedback and support! 💕 It truly means the world to us. Our brand is run by three passionate girls who pour their heart and soul into every piece we create. Knowing that our work has brought joy to amazing customers like you inspires us to keep going and keep improving.

Your encouragement keeps us motivated to continue curating unique styles and delivering the best experience possible. If there’s anything else we can do for you—styling tips, questions, or anything else—please don’t hesitate to reach out. We can’t wait to see you again soon! 💖