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, Inc.

  100 Sunrise Mall Massapequa, NY 11758

• 

  Hot Topic

  4330 Blackhorse Pike Mays Landing, NJ 08330

• 

  Hot Topic, Inc.

  11700 Princeton Pike Unit B217 Cincinnati, OH 45246-2538

• 

  Torrid

  2028 Florence Mall Florence, KY 41042

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:12/06/2024

  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.

  Placed an online order for an item on their boxlunch website that went on sale a few days later. The company would not price match the item like they do when an item goes on sale. They then said I would not get refunded my rewards if I returned the item I purchased at full price. They said I would need to return all the items in my order for them to return my rewards money. This is not their usual practice. This company is cheating their customer out of their hard earned money. Their customer service is terrible with associates who cant speak English correctly.

  Business Response

  Date: 12/17/2024

  We sincerely apologize for the difficulties the customer is facing. We truly appreciate their feedback, as it helps us improve. We understand how frustrating it can be to deal with ongoing issues, which is certainly not the experience we want our customers to have. We're sorry to hear that our support team didnt meet their expectations in terms of helpfulness and friendliness.
  
  The customer has expressed several concerns, including discounts, missing orders/ items, and issues with damaged products. They may be using multiple email addresses to bypass our systems for rewards and other benefits. For more information about price matching, please refer to the details on our FAQs page.
  
  We want to help as much as we can, but after one or two claims, our ability to assist further is limited due to our operational guidelines. We encourage customers to shop in-store. 
  
  Thank you for being so understanding!

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22630353
  
  I am rejecting this response because:
  I have not had any claims about damaged items. I only have one account with this business so they are accusing me of something I have not done. Are they saying they dont price match their own products if the items go on sale within 30 days of original purchase? This is bad practice. 
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 12/27/2024

  We sincerely apologize for the difficulties the customer is facing. We truly appreciate their feedback, as it helps us improve. We understand how frustrating it can be to deal with ongoing issues, which is certainly not the experience we want our customers to have. We're sorry to hear that our support team didnt meet their expectations in terms of helpfulness and friendliness.
  
  The customer has expressed several concerns, including discounts, missing orders/ items, and issues with damaged products. They may be using multiple email addresses to bypass our systems for rewards and other benefits. For more information about price matching, please refer to the details on our FAQs page.
  
  We want to help as much as we can, but after one or two claims, our ability to assist further is limited due to our operational guidelines. We encourage customers to shop in-store. 
  
  Thank you for being so understanding!

• Initial Complaint

  Date:11/21/2024

  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.

  Extremely Unsatisfied with Order Cancellation and **************** Dear ********************** ****************,I am extremely dissatisfied with handling my order (Order #CH1000052399) placed on November 6, 2024. My order was canceled without authorization, and the poor customer service I received only compounded the situation.When I contacted your team for assistance, I was met with confusion and frustration. The customer service agent I spoke to clearly did not understand my concerns, leading to an unhelpful resolution. As I continued to explain the issue and requested that the error be corrected or that I receive the same price, I was repeatedly hung up on. The agent and their colleagues refused to help, stating that they could do nothing since the order had been canceled. They even claimed they could not view the item prices, even if they wanted to fix the ******** a result, I am left without the items I wanted, with no ability to reclaim the promotions and discounts I had applied to my order. To make matters worse, the customer service I received was unprofessional and dismissive. This is the second time I have faced such issues, and despite my previous attempts to reach your headquarters, I have never received a follow-up. I was told that the staff could only forward messages, with no resolution or ********** a loyal customer of ********************** for decades, I am deeply disappointed by the way this situation has been handled. I expect better from a company I have trusted for years. I would appreciate a prompt resolution to this issue and a clear explanation of how you plan to address my concerns.

  Business Response

  Date: 11/27/2024

  Dear ******* ******,
  
  I hope this message finds you well. I want to extend our deepest apologies for the frustration and inconvenience you experienced with your recent order (#CH1000052399) and our customer service. Your loyalty as a long-standing customer of ********************** means the world to us, and we are sincerely sorry for not meeting your expectations this time.
  
  During our investigation, we found that your phone number was mistakenly merged with another customers account. While no sensitive information was shared, this error led to the unauthorized cancellation of your order. We understand how upsetting this situation must have been and sincerely apologize for the confusion it caused.
  
  To resolve this issue, we have separated your account and created a new calling card specifically for you. This should ensure that similar problems do not occur in the future. Our team has also been briefed on this case to prevent any such errors from happening again.
  
  We deeply regret the poor customer service you encountered and the lack of support you received. This does not reflect the level of service we strive to provide. To make amends, we would like to offer you 40% discount on your next purchase, as well as assist you in placing a new order. Please note, some items may not be discounted. 
  
  Please reach out directly to me or our customer service team with your preferred contact details, and we will ensure a smooth and satisfactory resolution.
  
  Once again, we apologize for the inconvenience and thank you for your understanding and patience.
  
  Warm regards,
  Customer Service Manager **********************

• Initial Complaint

  Date:11/21/2024

  Type:Customer Service 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 am writing to express my extreme disappointment with the recent series of events involving my interactions with Hot Topic and BoxLunch.On August 11, 2023, I placed an online order for five Funko Pops: Godzilla (1954) figures (Order #DH2302835222). Despite multiple notifications, my designated representative was unable to pick up the order due to the stores claim of unavailability.Subsequent attempts to resolve this issue have been met with significant delays, a lack of professionalism, and a general disregard for my concerns. Ive had over ************************************* the span of a month which has been both frustrating and disheartening.The lack of responsiveness, the provision of incomplete information, and the selective addressing of issues exhibited by **************** and District Manager ******* ***** further exacerbate my disappointment.The recent, unjustified restriction placed on my account has further compounded my frustration. This action, coupled with the ongoing issues, suggests a pattern of incompetence, horrible system performance and a complete and utter disregard for customer satisfaction.I implore them to follow up with a thorough investigation into these matters, including a review of all communications and interactions. I expect a swift resolution, which includes the reinstatement of my account and appropriate compensation.I urge Hot Topic to prioritize customer satisfaction and to ensure that all customers are treated with respect and fairness.I look forward to a prompt and satisfactory resolution to this matter.

  Business Response

  Date: 11/27/2024

  Tell We sincerely apologize for the difficulties the customer is facing. We truly appreciate their feedback, as it helps us improve. We understand how frustrating it can be to deal with ongoing issues, and thats certainly not the experience we want our customers to have. We're sorry to hear that our support team didnt meet their expectations in terms of helpfulness and friendliness.
  
  The customer has expressed several concerns, including discounts, missing items, and issues with damaged products. It appears they may be using multiple email addresses to bypass our systems for rewards and other benefits. Unfortunately, Hot Topic is not a wholesale seller, and the customer frequently purchases in bulk, often more than five of the same SKU. We have these details located on our FAQs page as well. 
  
  Below are just a few of the accounts the customer uses. 

  
  ****************************** 3455 3011 3163 18
  ********************************** 7500 0001 1315 34
  ***************************** 2300 0183 9622
  ********************************** 5500 0002 4735 08
  
  We want to help as much as we can, but after one or two claims, our ability to assist further is limited due to our operational guidelines. We encourage customers to shop in-store for better conditions of Funko Pops and similar items. 
  
  Thank you for being so understanding! 

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22578860
  
  I am rejecting this response because:

  They didn't address any of my concerns. My concerns are both with online and in person. 

  Further, I'd like to know when each of those email addresses was last used to place an order. 

  
  Sincerely,
  
  Ti ******

  Business Response

  Date: 12/18/2024

  We sincerely apologize for the difficulties the customer is facing. We truly appreciate their feedback, as it helps us improve. We understand how frustrating it can be to deal with ongoing issues, and thats certainly not the experience we want our customers to have. We're sorry to hear that our support team didnt meet their expectations in terms of helpfulness and friendliness.
  
  The customer has expressed several concerns, including discounts, missing items, and issues with damaged products. It appears they may be using multiple email addresses to bypass our systems for rewards and other benefits. Unfortunately, Hot Topic is not a wholesale seller, and the customer frequently purchases in bulk, often more than five of the same SKU. We have these details located on our FAQs page as well. 
  
  Below are just a few of the accounts the customer uses. 
  
  ********************************  3455 3011 3163 18
  **********************************  7500 0001 1315 34
  *****************************  2300 0183 9622
  **********************************  5500 0002 4735 08
  
  We want to help as much as we can, but after one or two claims, our ability to assist further is limited due to our operational guidelines. We encourage customers to shop in-store for better conditions of Funko Pops and similar items. 
  
  Thank you for being so understanding! 

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22578860
  
  I am rejecting this response because:

  The responded back with their same response and copy / paste from December 2.
  
  Sincerely,
  
  Ti ******

  Business Response

  Date: 12/27/2024

  Unfortunately, our previous apologize and statements still stands. Again, we truly appreciate their feedback, as it helps us improve. We understand how frustrating it can be to deal with ongoing issues, and thats certainly not the experience we want our customers to have. We're sorry to hear that our support team didnt meet their expectations in terms of helpfulness and friendliness.
  
  The customer has expressed several concerns, including discounts, missing items, and issues with damaged products. It appears they may be using multiple email addresses to bypass our systems for rewards and other benefits. Unfortunately, Hot Topic is not a wholesale seller, and the customer frequently purchases in bulk, often more than five of the same SKU. We have these details located on our FAQs page as well. 
  
  Below are just a few of the accounts the customer uses. 
  
  ********************************  3455 3011 3163 18
  **********************************  7500 0001 1315 34
  *****************************  2300 0183 9622
  **********************************  5500 0002 4735 08
  
  We want to help as much as we can, but after one or two claims, our ability to assist further is limited due to our operational guidelines. We encourage customers to shop in-store for better conditions of Funko Pops and similar items. 
  
  Thank you for being so understanding! 

• Initial Complaint

  Date:11/12/2024

  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.

  It literally played phone games with me for 4 and 1/2 hours then to tell me that I can't place a phone order which is the only way you can place an international order this is a literal joke not only that the false advertising saying that you have in stock when it's not in stock is kind of disgusting to me but it's okay keep doing dirty business

  Business Response

  Date: 11/21/2024

  We sincerely apologize for the difficulties the customer is facing. We truly appreciate their feedback, as it helps us improve. We understand how frustrating it can be to deal with ongoing issues, and thats certainly not the experience we want our customers to have. We're sorry to hear that our support team didnt meet their expectations in terms of helpfulness and friendliness.
  
  The customer has shared a few concerns, such as discounts, missing items, and issues with damaged products. It seems they might be using multiple email addresses, which can sometimes cause confusion. Weve encouraged the customer to reach out to the carrier for more information. If that doesnt resolve the issue, we recommend disputing the charge with their bank. We want to help as much as we can, but after one or two claims, our ability to assist further is limited due to our operational guidelines. Thank you for your understanding!

• Initial Complaint

  Date:10/07/2024

  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.

  I made this purchased on September 10th 2024 for picked the incorrect boxlumch location so I email them to see if they could ship my package over to the correct store. They said they would but ended up just returning the item back to the store. I have reached out to them multiple times starting on September 23th to see when my refund would be returned to me and have gotten 5 go 7 business days. Do I wait and have yet to see any refunded be processed. I just want my money back that's all.

  Business Response

  Date: 10/09/2024

  We sincerely apologize for the inconvenience you experienced. We have processed a refund of $50.00 to your gift card. Our team is currently looking into the error to ensure it doesn’t happen again in the future.
  Thank you for your understanding and patience.

• Initial Complaint

  Date:10/07/2024

  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.

  After repeatedly being asked to spin a wheel on the hot topic website to get a promo code I finally did not realizing it then made everything in my card immediately full price as soon as I clicked the link from my text message to the promo code. this made my cart much more expensive and I didnt realize it was completely taking the sale price away. I dont understand how they can get away with tricking you into paying a price thats higher than market value. The pants I ordered shouldve been $21 but I was charged 38. I have already spent 35 Minutes with on chat with no resolution and no remedy or offered to help and then also been on hold on the phone for 20 minutes with no resolution and they said they will allegedly call me back after they already tried to get me off the phone 2 other times. I also sent an email with no response . I just dont understand how they could possibly get away with tricking people into promo codes and then charging people more money than the sale price on their website and not offering to help or have any resolution.

  Business Response

  Date: 10/17/2024

  We sincerely apologize for the inconvenience and confusion regarding your recent order. It appears that a coupon was used in your order which conflicts with the combined discount coupon you attempted to apply. Unfortunately, our system does not allow for stacking multiple discounts. As a result, the lesser discount will be removed, and the best discount will be applied to your order.

  We understand that you reached out to our customer service team, and we appreciate your patience as we resolved this issue. Once again, we are very sorry for any inconvenience this may have caused.

  If you have any unwanted items, please feel free to return them for a refund. Should you have any further questions or need additional assistance, do not hesitate to contact us.

  
  Thank you for your understanding.
  Best regards. 

• Initial Complaint

  Date:10/04/2024

  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.

  Hello, recently I purchased a group of items from Hot Topic on 09/22. Although I have been a customer for many years now and do enjoy purchasing products from them I ran into a problem as of recently with an online order. A portion of my order did not arrive with my package. I've reached out to resolve the situation a few times and although there were attempts to fix the issue, ultimately it hasn't been very reassuring. At first I was told to file a claim with the carrier *** but since they handed the package to another carrier **** they wouldn't allow me to file a claim. I tried filing one on **** and they too stated they weren't allowed to because my package was not insured. I followed up and was told to contact my financial institution which did not resolve much of either as they wanted me to contact the merchant. I was told that because it was a bulk purchase I would not be able to receive a refund or replacement and instead received $10 in rewards. I very much appreciate the gesture, unfortunately that does not cover the cost of what I paid for my items (*****). I did get ahold of two of the items I purchased but I'm not sure where to really take it from here. There was a mishap somewhere along packaging to delivery and I'd like a resolution I'm at the very least comfortable with.

  Business Response

  Date: 10/22/2024

  We apologize for any inconvenience this may have caused. After reviewing the order, we can confirm that a refund of $71.25 was processed on October 3rd. If this information is incorrect, please let us know

• Initial Complaint

  Date:09/13/2024

  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.

  placed an order DH2301844534 with hot topic (HT) and there was an issue in delivery. HT informed 2 times that a refund was issued. After not receiving refund for some time, I contacted HR a 3rd time and then they requested I submit a claim with shipping carrier. So I contact shipping carrier and they inform me that the package is only insured for $100. My order was of more. So now I take this info and contact HT customer service again and there are over ****************************************************************************************************** to contact shipping carrier. They refuse to help me and are making this whole experience a nightmare. Even when I ask to speak to a manager, the manager tells me the same thing. They do not care that the issue is that they failed to properly insure my package for full value of contents which means the carrier cannot full-reimburse me. Ship carrier has also did investigation and confirmed package was delivered to wrong address. But ** refuses to listen to issue and fix.

  Business Response

  Date: 09/19/2024

  We sincerely apologize for the confusion and frustration you have experienced with your order DH2301844534. We understand how distressing this situation has been, especially given the multiple attempts you made to resolve the issue.
  Please be assured that your order has now been fully refunded. We deeply regret the inconvenience caused by the delivery issue and the subsequent handling of your case.
  
  

• Initial Complaint

  Date:08/15/2024

  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.

  I am writing to express my profound disappointment and frustration with two recent purchases that have not met the standards I expected, both in terms of quality and value. My recent experiences with your products have been extremely unsatisfactory, and I feel compelled to share the issues I have encountered and seek appropriate compensation. Firstly, I purchased a Care Bear wrist keychain, which I was initially excited about. However, to my dismay, the keychain fell apart on the very first day I used it. The metal ball holding the keychain in place came loose and was lost almost immediately. This was not only frustrating but also inconvenient, as I had to resort to using a binder clip to hold the keychain together temporarily. The fact that a product designed for everyday use failed so quickly and required such a makeshift repair is unacceptable. I had expected a much higher level of durability and craftsmanship, given the nature of the product and its intended use. Furthermore, I purchased a pair of Hello Kitty race car socks on July 7, 2024, for $25, which I believed would be a fun and functional addition to my wardrobe. Unfortunately, these socks have already developed a hole, which is incredibly disappointing. The socks were worn minimally and under normal conditions, so the appearance of a hole so soon after purchase raises serious concerns about the quality of the materials and construction. Given the price I paid, I anticipated a much longer lifespan and a significantly better product quality. The issues with both products are particularly frustrating because they reflect poorly on your brand's commitment to delivering quality products. I feel that the quality of these items is far from acceptable, especially when considering their price points. The keychains inability to withstand even minimal use and the socks premature wear and tear suggest a lack of attention to detail and quality control in the manufacturing process.Sincerely,*************************

  Business Response

  Date: 08/28/2024

  Dear *****,
  Thank you for reaching out and sharing your feedback with us. We sincerely apologize for the inconvenience and disappointment you experienced with your recent purchases.

  
  We understand how frustrating it must have been to have the Care Bear wrist keychain fall apart on the first day of use. Your experience is certainly not what we aim for, and we regret that the keychain did not meet your expectations for durability and craftsmanship.
  Regarding the Hello Kitty race car socks, we are equally concerned about the premature wear and tear you encountered. We strive to provide high-quality products, and it is disheartening to hear that the socks developed a hole so soon after purchase.

  
  Please note that our items are mass-produced and not individually handmade. Like many other stores in *******, our products are made from materials such as polyester. While we aim to maintain high standards, there can occasionally be issues with mass-produced items.
  We would like to make this right for you. Please contact our customer service team with your order details, and we will be happy to assist you with a replacement or refund for the defective items.

  
  Thank you for bringing these issues to our attention. We value your feedback and will use it to improve our products and services.
  

  
  

• Initial Complaint

  Date:08/12/2024

  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.

  Whenever I order online, I only know when items arrive to the store via email. When I get the email, its usually a few hours prior to cancellation of an order. The order status page is never properly updated, which then prevents me from being able to return items that I was mislead about online. Its been 28 days since I ordered something, but the return system said it never got sent to store. I even tried contacting customer support about this issue, but they didnt fix it.

  Business Response

  Date: 08/16/2024

  We apologize for any inconvenience caused to the customer. We are pleased that the customer contacted us and received assistance from our customer service team. Their feedback and concerns have been conveyed to our web production team. We have also addressed the email and app error currently being encountered.

  We are grateful for your patience and feedback.