Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Smash and ***** I reviewed their return policy before purchasing. Once I received my order there were several items that didn't fit. I used their return portal to send the items back and it generated a Canada Post return label. I also received a message stating that my return was approved. I used the labels to return the items. A few days I receive an email from the company stating that all sales are final and that they won't be issuing a refund and if I want the item back I will have to send them Money to get it back!

  Business Response

  Date: 02/07/2025

  The items the customer is referring to was Final Sale. This was mentioned on our home page, email, and the collection page.
  We have been working to make a resolution for the customer and concluded on a credit as an exception. She has yet to respond.

  We have been working with this customer to come to a solution for the Final Sale items.

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: November 11,2023 Amount of money: $****** I ordered an item from Smash and **** and it was ******, I submitted it for a return (without tags) and they denied the return which is fine even though the item hasnt been worn they kept claiming I did so its a he said she said event. However, they would not send me my item back unless I paid $13 for shipping to get an item I already paid for back. I didnt even want this item I wanted to return it now to get it back I had to pay even more money for the unwanted item. I told them I was disappointed and they did nothing to rectify the situation. The item itself was not even how it looked online on the model, I found it did not fit shorter girls right. Order number: ****** Ive ordered from there multiple times. Rejecting the return is one thing but having me pay for my own item to get it back is horrible business practice.

  Business Response

  Date: 02/02/2024

  Hi there, 

  ****** sent back an item that did not match our return policy as noted here:*******************************************************

  "**** ******* ** ***** **** ******* *** ********* ***** *** ****** ****** ******* *** ******* **** ** ** **** ****** ********* **** *** ******** **** ********* "

  The item appeared worn, and did not have the tags attached. 

  We offered the customer to donate it on her behalf, or if she wanted the item back, she would have to pay for shipping. 

  This is our policy as we only accept returns that fall within our guidelines. 

  Thanks,

  *****

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have already paid for this item and if I did not pay for shipping they were going to get rid of it despite me being unhappy with the product. The product is the principle is having the customer pay to have their own item returned because they rejected the return.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/02/2024

  Hi *******,

  We have clear guidelines for our returns.

  As this item didn't meet the guidelines that were set out before the item was sent, we do not cover the cost of shipping the item back.

  Let me know if you have any other questions.

  Thanks,

  *****

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I should not have to pay to get my $150+ item back

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/02/2024

  We understand the frustration - however, as it did not meet our guidelines for a return, we do not cover the cost of shipping the item back as it was sent with the guidelines for returns available beforehand. 

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The company did not even agree to hold it until I purchased another item. They really just dont care about customer service or loyal customers and it shows. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:19/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 28th I ordered a romper that was discounted but able to be returned for exchange. Before wearing I washed the jumper and it shrunk and the zipper became troublesome. I contracted Smash and **** through their website and did not hear back. I guessed they might be on Christmas holiday so contacted them again in the New Year before the 30 day return period ended. I did not hear back from them either time. I decided to try their app but again did not hear back. I decided to try to reach them through ********* and by phone but still no response. Finally, before the 30 day return period ended I ordered a replacement online. I was advised that I would hear back as to if my return was accepted and when I would receive my replacement. I replied to the email to ask how I could begin my return. I was charged almost 35$ for the extra cost of the replacement item. My credit card has been charged and I have not heard back. I still have the shrunken jumper and have no way to resolve this issue as customer service will not respond to me.

  Business Response

  Date: 19/01/2024

  Hi there.

  When ****** first reached out, we responded to her email within our allotted timeframe. Since then, every time she reaches out, we respond asking for more information on the issue. We never get a reply. We believe that our emails are showing up in her junk or spam folder.

  I have just started a new thread with her to try to contact the customer.

  We also can't find any ********* messages from the customer, and the number she was trying to contact is no longer with the company, which we let her know in a separate email. As an ecommerce company, we do not have a phone number.

  Please let me know if you have any other questions or need more details.

  Customer Answer

  Date: 30/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have responded back to Smash + Tess and have attached a copy of my response. As mentioned in my email to them there is no response from them in any of my email folders.

  In the email forwarded from you, they requested pictures of garment shrinkage and I have done my best to show them how it it now above my ankles and wrists and that the zipper is sticky. They still have not refunded the amount charged to my credit card for the exchange nor have they sent a replacement or given me an option for return of this garment. In essence, nothing has happened. 
  
  *************************************************

  Business Response

  Date: 02/02/2024

  Hi there, 

  Again, we have responded to ****** offering the refund.

  Unfortunately, she has opened a chargeback, so until that is dropped we aren't able to do anything further.

  ******, as it seems you aren't getting our emails from ***************************** (it may be marked as spam in your account), please feel free to reach me at ******************************

  Thanks,

  *****

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:I am NOT getting any emails from Smash ***** apart from frequent marketing emails.  I have checked all folders numerous times and have also offered an alternate email for them to try (**********************)
  All correspondence that I have received from the company has been through the Better Business Bureau. The latest was asking for photo proof of shrinkage which I replied to through this platform. I have not received an offer for a refund nor have I received a return label. The charge for the exchange merchandise has not been removed from my credit card and I have not received a new item.
  I would appreciate all correspondence to be sent through the Better Business Bureau so Smash + Tess is being transparent in their communication.

  *************************************************

  Business Response

  Date: 02/02/2024

  Hi ******, 

  As mentioned, we're happy to refund the item and have you keep it. 

  I cannot do any refunds until the chargeback is dropped. 

  Please let me know once that is dropped, and I can issue the refund for you.

  Thanks,

  *****

  Customer Answer

  Date: 02/02/2024

  
  Complaint: ********
  
  I am rejecting because:at this point I am confused. You have sent me a return label as well as an exchange summary. I have packed the item and will send tracking and receipt once it is dropped off at ****** You have also attached with the Better Business Bureau email something totally different. 
  Please ******** how you would like to proceed. If you confirm that this is an exchange let me know when I can expect to see the exchanged item delivered. 
  Once I am sure you are sending an exchange and accepting my return I will consider the matter settled.

  
  *************************************************

  Business Response

  Date: 07/02/2024

  Hi ******, 

  As mentioned, we're happy to do the exchange. 

  However, we cannot do the exchange with a chargeback opened. 

  Once the chargeback is cancelled by you and the bank, we can do the exchange, if we have the stock, or issue a full refund. 

  Again, this can be done when the chargeback is cancelled.

  Please let us know once that is done, and we can keep an eye out for the chargeback to be dropped on our end.

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I will contact my credit card company regarding the charge back. Looking forward to getting my refund. Not interested in an exchange or any further dealings with your company. 
  
  *************************************************