Complaints

This profile includes complaints for Hot Topic, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hot Topic, Inc.

  18305 San Jose Ave City of Industry, CA 91748-1237

• 

  Hot Topic

  999 S Washington St # E155 North Attleboro, MA 02760-3656

• 

  Hot Topic

  11160 Veirs Mill Rd Spc 148 Wheaton, MD 20902-5909

• 

  Hot Topic

  9501 Colerain Avenue Cincinnati, OH 45251-2003

• 

  Hot Topic, Inc.

  5000 Shelbyville Rd Louisville, KY 40207

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:09/03/2022

  Type:Delivery 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 the Loungefly The Nightmare Before Christmas Zero Graveyard Mini Backpack $49.90. I order this back in July.The First order number is ************ and it was 99,80 for the total of two. The pre order date was August 16 through August 27 2022. They told me that date changed and there was an issue with the order and they canceled that order and redid the order and the new total was 63.60 and was on preorder for August 30 2022 thru September 10. I have been in contact with customer service since the beginning. I was checking on it because I wanted to know what was taking so long. I was lied to for the past two weeks. I have used the chat feature and they told me my order was set to ship this weekend. When I checked and still had no tracking number I contacted them and yesterday I spoke with a lady on the phone and she told me I was set to get it the first week in September. She also told me she was going to push it through so I would get it sooner. She was very rude and treated me terrible like I was trash. Then today they gave me a different answer so I decided to call and spoke with a gentleman and he was rude and told me that I was not getting the order. I asked why they would lie to me then and he just said that they did not want to deal with me because I kept checking my order.
  
  I do not like being lied to esp. since they knew this was for my daughter who had covid and was recovering and she wanted matching bags. I have had very good business in the past but this is a little bit alarming. How many more people are they going to lie to. I just wanted my order and was led to believe that I was getting it. I do not understand why you pay the money to preorder and they sell out. Should they really be selling more than they even have. This is giving false hope to people. I want the merchandise I order. Simple as that I was a solution and since the customer service people cannot tell the truth I want to talk to some in the home office. I
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Presale is the ability to order an item that is not yet available for sale/not in stock. This usually happens with specialty or limited edition items that will be available in the coming months. At the time of adding the item to your cart, you will see an expected shipping date which will give you an idea of when the item will be available.
  
  Unfortunately, there are times when an expected shipping date gets pushed back causing a delay in when you receive your item. If you purchased an item that is affected by a setback, you will be informed of any changes by email. Many times these delays are out of Hot Topic's control and can happen for a variety of reasons including vendor production, inventory arrival, or overall item availability.
  We understand there were also issues with payment, declining. however, we're happy to see the agents provided discounts and $10 in rewards.
  As for this order, ******** one item is available the second item was canceled due to going out of stock.
  
  We also noticed the customer is using multiple emails, this could be why they are not seeing their emails received.
  
  We apologize for the confusion and inconvenience.

• Initial Complaint

  Date:09/01/2022

  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 March 3rd 2022 i order a Pixar Up cross body bag from the retailer( Hot Topic) for my October 2022 wedding for $ 24.99 i paid the surcharge fee of $2.99 for the pre order. I was given a shipping date of anywhere between June 14th 2022 and June 25th 2022. After these dates had passed i contacted the retailer regarding the bag. They told me they could not give me any information about the bag but that the shipping date was pushed back because of the manufacture. I said that was fine because it was set to arrive between August 23rd 2022 and September 3rd 2022. I called the retailer on August 31st 2022 to see if or when the bag would be shipped because i no longer saw and expected shipping date on my tracking form. Once i called the company they let me know that the bag was cancelled and i could no longer get the bag because it was sold out. They said it was cancelled because of non payment, but i had paid for the bag when i first purchased it. They said that that was a holding charge but i was not informed of this. They tried to charge me for that bag again but because of financial issues i didn't have the money in my account at the time they just cancelled my order without warning or notification that this was happening. i argued with them over the phone for over an hour. I have a month until my wedding in October and this bag was one of the main accessories for my wedding. All they could offer me was $20 in rewards. Thats not even enough to purchase a new bag or even cover the shipping. I begged them for a bag because Ive already been waiting for over 6 months for the bag.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We apologize for this inconvenience. I understand our customer services team has done their best to compensate you and provided you with the information on the canceled item. You spoke with one of our leads supervisors on 8/31 who provided you with $20 in rewards.
  The item ******** placed on Marched 3rd for order ************ was in presale. When submitting you were charged a pre-authorization hold, this hold would eventually all off until the item is ready for shipment. Our system attempted to finalize the charge on 8/26 and 8/31 both attempts failed due to low funds. We doubled check with our product team to see if this will be coming back into stock and were met with a negative. We truly apologize, we do have a similar item in our Box Lunch brand if you are interested in it. ********. I can leave notes in your account to create a free replacement for you.
  
  ***********************************************************************************************************

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair 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.

  see attached

  Business Response

  Date: 10/05/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We apologize for any inconvenience. Reviewing the customer order DH2071437788, the GiftCard failed due to the amount requested, $25, not being available with the Hello Kitty Design. We do see this customer has emailed in multiple times and was provided the correct information in regard to payment. Our system only charges what we can fulfill and ship to our customers. The customer payment was with PayPal, in which we show funds have been reversed. The customer was never charged for this order, will provide their PayPal transaction ID so they can contact PayPal for further assistance. They are more than welcome to place a new order for another Gift Card. Thank you for your understanding.
  
  PayPal Transaction ID: 9J908578L8242370L $25.00
  
  orignal case:
  https://sanjose.app.bbb.org/complaint/view/1085373/b/0cf37c.
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  There are is no evidence or emails to back up the statement. It did not have to be an "Hello Kitty" gift card. It could have been any kind of gift card from Hot Topic for $25. If I knew that Hot Topic could not send a gift card, then I would have gotten my daughter another gift for her birthday.
  
  
  Business Response /* (4000, 9, 2022/09/19) */
  The information previously provided is what we have in our systems. The customer was not charged, we apologize this didn't get sent out for the birthday, however, no charge was taken. We removed any hold from PayPal.
  
  
  We apologize for any inconvenience. Reviewing the customer order DH2071437788, the GiftCard failed due to the amount requested, $25, not being available with the Hello Kitty Design. We do see this customer has emailed in multiple times and was provided the correct information in regard to payment. Our system only charges what we can fulfill and ship to our customers. The customer payment was with PayPal, in which we show funds have been reversed. The customer was never charged for this order, will provide their PayPal transaction ID so they can contact PayPal for further assistance. They are more than welcome to place a new order for another Gift Card. Thank you for your understanding.
  
  PayPal Transaction ID: 9J908578L8242370L $25.00
  
  orignal case:
  https://sanjose.app.bbb.org/complaint/view/1085373/b/0cf37c.

• Initial Complaint

  Date:08/27/2022

  Type:Delivery 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 placed an order for four items on 08/25 and paid $28.99 for overnight shipping. The two dresses didn't ship until 1:46 pm on August 26th and will not arrive until August 29th. The two pairs of boots I've paid for have not shipped. Hot Topic has committed fraud and they're offering no resolution. When I placed the order, all items showed in stock and they still show in stock, however, the order status is not showing the boots are presale. This is fraud. The website doesn't indicate it's presale now or when the order was placed.
  I've reached out to customer service via chat ************* neither are willing to help.
  
  The screenshots show the items are in stock per their webpage.
  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/09/01) */
  We apologize for any inconvenience. Looks like the customer has reached out to our customer service team and social team, who have both tried their best to appease this customer. Refunded shipping cost, extra 30% off. The customer's order has now been delivered.
  
  
  Consumer Response /* (3000, 7, 2022/09/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This isn't acceptable. To begin, the 30% offer is a joke. It cannot be combined with anything already on sale and the majority of their items are always under some sort of promotion.
  Second, I placed another order, paid for overnight (thinking it wouldn't happen again) and the same thing is happening! They split the order up and used ground shipping instead of overnight I paid $31 for. This issue is not exclusive to me, that are fraudulently offering overnight delivery when they cannot provide it.
  
  
  Business Response /* (4000, 9, 2022/09/15) */
  We apologize for any inconvenience. Looks like the customer has reached out to our customer service team and social team, who have both tried their best to appease this customer. Refunded shipping cost, extra 30% off. The customer's order has now been delivered.
  We are happy to see they have been sent a free replacemnt for one of their items too.
  adding interactions with this customer.

• Initial Complaint

  Date:08/24/2022

  Type:Delivery 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 completed online order and received only one of my items, they were mailed separately. I received my grogu socks, but none of the rest of my order. I emailed the address on the website for help, but received a notice it was invalid email address and was returned.
  

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/01) */
  In order to get your items delivered to you as quickly as possible, your order ************ has been sent in multiple shipments. Please use the following tracking numbers to check the status of your packages as they make their way to you: USPS ***********************************************
  
  Pleae, in the future, call in our customer service team who are waiting to help. This did not nead to be sent to the BBB. you're order is still with in our shipping time frame.

• Initial Complaint

  Date:08/21/2022

  Type:Delivery 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 had bought a gift card *************************** which was never received: Order Date: Jun 25, 2022, Order #: ************, Status: NEW, Order Type: WEB
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 5, 2022/08/25) */
  We apologize for any inconvenience. Reviewing the customer order*************, the GiftCard failed due to the amount requested, $25, not being available with the************ Design. We do see this customer has emailed in multiple times and was provided the correct information in regard to payment. Our system only charges what we can fulfill and ship to our customers. The customer payment was with ******, in which we show funds have been reversed. The customer was never charged for this order, will provide their ****** transaction ID so they can contact ****** for further assistance. They are more than welcome to place a new order for another Gift Card. Thank you for your understanding.
  
  ****** Transaction ID: ***************** $25.00
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Why was there not an update for me? I could have gotten *********** another gift for her birthday. She thinks that I had forgot about her birthday completely and will not speak to me now. ****** does not have to Correspond with me directly with me about this. Hot Topic needs to step up to the plate and take responsibility.
  Due to Hot Topic's noncompliance, they should replace the gift card with *********** or anther gift card without any charges. This is the logical thing to do.
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  We apologize for any inconvenience. Reviewing the customer order ************* the GiftCard failed due to the amount requested, $25, not being available with the *********** Design. We do see this customer has emailed in multiple times and was provided the correct information in regard to payment. Our system only charges what we can fulfill and ship to our customers. The customer payment was with ******, in which we show funds have been reversed. The customer was never charged for this order, will provide their ****** transaction ID so they can contact ****** for further assistance. They are more than welcome to place a new order for another Gift Card. Thank you for your understanding.
  
  ****** Transaction ID: ***************** $25.00

• Initial Complaint

  Date:08/04/2022

  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 purchased 2 backpacks in their store on 12/17/2021. One was in hand and the other was ordered online. I have had to check on my order consistently myself and only just learned it was cancelled but my money was never returned. I was hung up on by employees, told they didn't have my money/I was never charged, there was a hold on it and it would be released soon, or to contact my bank. No one could give me straight answers. I contacted my bank and the money has not been returned.
  

  Business Response

  Date: 09/09/2022

  Business Response /* (1000, 8, 2022/08/23) */
  We apologize for this inconvenience. After reviewing your order************** we are showing this presale item canceled due to going out of stock. Unfortunately, we have no control over our vendor's inventory. As for the charge, we are showing there is still a pending hold on your bank's end. The hold is from 12/17, the date the order was authorized. Our sale system only takes the complete charge once an item is able to be fulfilled and shipped, and as this order was canceled we don't have the option to reverse or refund the pending hold. However, we can set a 3-way call with your bank and provide a transaction ID that can assist them in removing the hold from your account. We will be leaving notes in your customer account to await a call with you and your bank, as permission will be needed by you.
  Thank you for your time.

• Initial Complaint

  Date:07/22/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 numerous items and one patch was not included though it said it was. The business refuses to refund or replace the missing item and this is awful because Ive spent thousands of dollars and they are refusing because of how many times theyve screwes up causing returns. Returns not fraud. This is not legal to keep money and not provide the item.
  

• Initial Complaint

  Date:07/19/2022

  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.

  Placed an online order on 6/29/22. Was charged for 3 orders instead of one. It was ship to store so was told I would have to wait for all 3 orders to get a refund. Two have arrived. Kept one returned the other. Now the 3rd one is no where to be found and your store employees are no help. I want my order refunded. It was your mistake to charge me 3 times. And I called right away when I saw the charges pending and customer service would not help me either. Order numbers are **************************************** I find it ridiculous that I have been to the store 3 times and called customer service and no one will help me. This is theft! The order that needs to be refunded************** I just want my refund!!!
  

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/08/02) */
  We apologize for any inconvenience. Reviewing the customer information, I'm happy to say they have been assisted with a refund for one of their order ************. This was returned back onto the card *************** not to the card they stated. The remanding two orders have been picked up from the store by the customer. They were not charged 3 times, they placed 3 separate orders at 3 different times. They are more than welcome to return the other two orders for refund. Please take look at our returns FAQs.
  ************************************************************
  
  
  Consumer Response /* (3000, 7, 2022/08/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  We only placed one order online not 3. Same day same time 3 orders went through for some reason. We only received a confirmation for one order via email. We did not order 3 times. We picked up one order at the store and the second order that arrived was credited at the store on the same day. The third order never arrived and was never picked up. Where is your proof that we picked it up? Once again we called customer service and the third order was finally credited after a month of hassles! It was not picked up because it never arrived!! We do not appreciate you saying we picked it up when we did not. It was lost and never arrived. Worst service ever. Your employees at the store were rude and said it was our problem. And again we did not place 3 orders! This was a glitch on your end. When we saw the three pending charges your customer service agent said they put the amount on hold 3 times to make sure you all got paid for the 1 order. So which is it??? We called right away and they never said 3 orders were placed. Like I said bad service all around.