Complaints

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

close

Find a Location

Torrid has 16 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Torrid

  18501 East San Jose Ave City of Industry, CA 91748-1330

• 

  Torrid

  1201 Broadway Spc E131A Saugus, MA 01906-4276

• 

  Torrid

  1245 Worcester St Ste 4052 Natick, MA 01760-1548

• 

  Torrid

  210 Andover St Peabody, MA 01960-1647

• 

  Torrid

  400 Bald Hill Rd Spc C115 Warwick, RI 02886-1617

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:06/20/2025

  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.

  After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: CB/TORRID Account #: ****************Balance: $633.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 06/20/2025

  Thank you for reaching out to Torrid. When reviewing this message it looks like this is an issue with a Torrid Credit Card or credit information. For any questions on a payment on a credit card or your credit score we would advise pairing with the bank directly as Torrid does not have access to credit information only the bank does. You can contact Comenity Bank at 1-800-853-2921 Monday - Saturday 8am - 9pm ET. Closed Sundays. However, we will ensure that your experience and feedback on our partnership with Comenity Bank for our stores credit card is passed along.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 in 5/26/25 for $5.40 using my birthday coupon online. The order was to be shipped to the store at ****** ADDRESS ************************* ********************************************************************************************************** The order was finally available for pickup on 6/3/25 and I went to pick it up the same day. It was after 7:50PM but it stated that the store did not close until 8 and when I went to quickly grab my order, the door was already locked and there was no visible employee. Upon reading some other reviews, this is not the first time that they have locked their doors with another person mentioning that the employee stood there and watched her while as she tried the locked door. Going to that location is a bit out of my way so I chose it because I had other things in the area to pick up. After not being able to pick it up I decided that I wouldnt go back out that way and just wait for the item to be returned. It said it would hold my package for 7 days and be returned after that day. However, I get an email today saying my order is still waiting and its going to sit until the 17th. Again after the reviews, I did not want an interaction with the workers, I just wanted my money back so I decided to wait. Around 5:32PM on 6/10/25, I received an email thanking me for picking up my order but I dont know who it was because I did not go pick it up. I have reached out to the business but after what Ive witnessed so far, I dont feel as if they would be helpful if they allow their employees to lock out customers and steal their packages, because there is no way someone came in with my ID to pick up that package.

  Business Response

  Date: 06/14/2025

  Thank you for reaching to us. We are sorry if upon arrival the Torrid location was closed. On rare occasions some store stores may have to close early or open later due to cleaning/maintenance, staffing, or other aspects. The store locator on our Torrid website is updated for more long period changes to locations, however if it is a daily change we may not be able to get the change done quickly. However, we are very sorry to hear about your experience and will ensure the feedback is passed along. Regarding your order, we do see that you were refunded on 6/11/25 and issued a Torrid reward as well. We hope this information clears things up!

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  The ************************** website didn't take down my information at sign up. Because of this, they said they had to cancel my order and wait 5 to 7 business days before reordering! It's unnervingly bad. All I want are my items! They keep insisting on CANCELING my order! I hate incompetence.

  Business Response

  Date: 06/03/2025

  Thank you for reaching out to us. We see that the order mentioned was cancelled in our system and did not go through due to missing information. As the customers name was not entered with the order. Please know all online orders must have a name and email address to process online. We do apologize for any inconveniences that this has caused you. However, we are glad to see that our customer service team has offered to assist you with a new phone order once you would like to place a new order. If you would like to place an online order yourself and not with customer service we would advise possibly clearing your cache, cookies, and browser history before entering the customer information(name and email) manually without using any pre-saved browser information. We hope this information helps you place your order!

  Customer Answer

  Date: 06/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Aseneah Prince

• Initial Complaint

  Date:06/03/2025

  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 placed an order with torrid yesterday and when I received my email it's a company that works with them named *************** which comes up torrid when you go to the site it's tricky when ordering because it appears as torrid my receipt says that however I seen they have no phone number everything is through email I contacted them to get an estimated date for delivery they only apologized saying they are a new company with no phone number established yet and as soon as they ship they will send a tracking number I didn't trust it so I asked to cancel and a refund but they aren't responding now I'd like to have help with my refund please.

  Business Response

  Date: 06/03/2025

  Thank you for reaching out to us. Viewing the screenshot provided by the customer we can confirm that this is not a Torrid order and was not placed on our Torrid website. As this was not a Torrid Transaction we would advise pairing with your bank for any refunds with a fraudulent website. We hope this information helps!

• Initial Complaint

  Date:05/29/2025

  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 have returned merchandise that the company received on 5/6 and it has yet to been processed and have not yet received my refund. I have other returns received the same date and one after that are processed. Their policy states 1-2 weeks for processing and its been 3 weeks so far I have tried working with support and requested my refund several times. First they said it was processed and the. I was told it was delayed. I have returned my order as requested and done my part and they are not holding up their policy. I am being charged interest on this amount t and returned it with plenty of time before my card statement. Order DT0110998045

  Business Response

  Date: 06/03/2025

  Hello! We are sorry to hear you have not received your refund, however, the order number provided is for Torrid, which is not affiliated with Hot Topic. You may contact Torrid customer service at *************

  Business Response

  Date: 06/04/2025

  Thank you for reaching out to us. When reviewing the order mentioned we see that a refund was processed for the return. Please know this refund was issued on 6/4/25 and will take 2-5 business days to reflect back to your original form of payment. 

• Initial Complaint

  Date:05/19/2025

  Type:Sales and Advertising 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 some fraudulent charges on my Torrid credit card back in October of 2024 which got resolved. I have been placing orders on the app just fine until recently when my orders kept getting canceled so I reached out to Torrid customer service to find out what the issue was. Apparently, having a chargeback on my account from October is now preventing me from placing orders on Torrid. I sent them a screenshot proving the issue had been resolved. I have been reaching out to Torrid at least once a week for the past 3-4 weeks and still no resolution on my problem. Everyone I have talked to has said they would email me as soon as they get a response from the internal team. I haven't heard anything more about it and its frustrating.

  Business Response

  Date: 05/31/2025

  Thank you for reaching out to us. With the information provided we can confirm that due to a history of multiple chargebacks in 2024 with Torrid, online ordering is no longer available to the customer. If you do have any additional questions or concerns with your online ordering status. Please feel free to reach out to our Torrid Verification department. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23337604
  
  I am rejecting this response because: I want to continue making online orders. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/06/2025

  Thank you for reaching out to us. At this time, due to a history of multiple chargebacks in 2024 with Torrid, online ordering is no longer available to the customer. If you do have any additional questions or concerns with your online ordering status. Please feel free to reach out to our Torrid Verification department. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23337604
  
  I am rejecting this response because: I have sent documentation that the chargeback issue has been resolved. There has only been 1 chargeback and it has been resolved. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/12/2025

  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.

  Customer since **********: Torid Cash Rewards.Specific: I had 7 $25 rewards accumulated = $175. Total 4/21/25 was the subjective day for the the $$ to expire.4/27/25 I called **, and spoke to ***.The ** lady was polite, and respectfully listened to me. Her answers would SOUND like an answer. However, the responses are hollow and did not make any logical sense.(1) Proposed Resolution:You should offer a "roll over" system for any cash "earned".Having an expiration policy for Torid cash earned, is not in the customer's favor, nor, is it a fair ********** Prposed Resolution:Return the Torid Cash I earned, back into my account.For you to take away my "cash" rewards is a form of *********** is demoralizing and manipulative. It creates bad FEELINGS and I don't want to be exposed to negative situations.(3) Proposed Resolution:Offer an "Appeal" ********** do not offer any type of appeal.(4) Proposed Resolution:Send a follow up documentation acknowledgement letter or e mail to the customer, detailing any ************* addition, when the ** tried to appease me by offering a new $50 amount of Torid Cash to be added in my account.5) Proposed Resolution:Have the on-line account reflect the updates and changes in a timely fashion. On-line, This seems to have Several issues:A) there is NO documentation of this offer.B) my account does NOT reflect the cash.C) I do not see any information that would explain IF and WHEN the Torid Cash will be documented in my account.D) symplify the rules. there are too many "fine print"rules and hoops to jump thru, in order to attempt to understand your system.E) simplify the fine print. It is all too complicated. I have better things to do, than to spend several hours of my time, trying to understand the pointless rules.F) The instructions and rules do NOT follow any understandable ********** conclusion,My brain HURTs, trying to make sense of the nonsense.For whatever it is worth, thank you for your patience,TCQ

  Business Response

  Date: 05/17/2025

  Thank you for reaching out to us. We currently do not offer a "Roll-Over" system for our Torrid Cash promotion coupons. As the coupon will only be valid during the current Torrid Cash promotion and will expire if not used by that date. Although we will make sure to pass along your suggestion for this feature to the appropriate Torrid teams. We do want you to know that we were happy to make a one time exception for this case and have re-issued you the seven Torrid Cash coupons that had preciously expired in April. These new coupons can be used during our next Torrid Cash redemption period. We hope this information helps!  

• Initial Complaint

  Date:04/18/2025

  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 am submitting this complaint regarding a misdelivered order from Torrid. My package was delivered to a neighbor's address instead of mine. Due to past incidents, I am unable to retrieve items from this neighbor's property, as they have previously threatened me with physical violence when I attempted to retrieve a different misdelivered package.I contacted Torrid customer service immediately after realizing the mistake. I was told that the issue would be escalated and that I would receive an email response within 48 hours. That timeframe has passed, and I have not received any communication from Torrid.This lack of follow-up, combined with the delivery error and my inability to retrieve the package safely, has caused significant frustration and inconvenience. I am requesting a full refund for the undelivered order and an assurance that Torrid will take appropriate measures to prevent future misdeliveries.I would appreciate the Better Business Bureaus assistance in resolving this matter.

  Business Response

  Date: 04/18/2025

  Hello, we see that the order mentioned was fully refunded on 4/14/25. We ask that you please give 2-5 business days for the funds to reflect back to your original from of payment on the order. 

• Initial Complaint

  Date:04/14/2025

  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.

  I closed the account with ********************** due to the fact I can't change my due date my rent is always due as well on the first.I can't keep up with these high payments with interest.Torrid is coming after me harder than they did when the account was ******* issue is I paid 100 dollars on April 1st 4:53pm on automated phone system with stated if payment was made before 5pm it would be accepted as same day as long as it's before 5pm.I recieved the bill on today with states I have a late payment of 37 dollars plus 13 dollars for late fees.I called the torrid *********** and it was unable to allow me to speak to anyone and the system ***** they are having technical issues.Thats not my fault their system is flakey .I would like the bill to be adjusted to reflect the payment that was maid on time by 5pm April first 4:53 pm that was made over the automated phone ********* struggling to make ends meet and torrid is trying to take advantage of the fact I closed the account and using tati s to over charge me fees.Torrid is unwilling to change my payment dates and using my vulnerability to get more money out of me and I've already closed the account with hopes that I may be able to finally pay torrid off It seems like they are preying on the fact that I'm struggling and have closed outthe account to give myself some room to be able to pay the account off.

  Business Response

  Date: 04/18/2025

  We see that this inquiry is regarding paying a Torrid Credit Card bill or late fee. We would advise to pair with the bank directly for any concerns regarding credit payments as Torrid does not have access to this information. You can contact ************* at ************** Monday - Saturday 8am - 9pm ET. Closed Sundays.

• Initial Complaint

  Date:04/03/2025

  Type:Product 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.

  On March 22nd my husband returned 4 items to torrid in **************** to the manager named ****. He was only refunded for 3 items. He didn't notice and the manager was contacted the next day. She immediately got defensive and hung up the phone when asked her supervisors name. Torrid customer service was contacted twice and they didn't provide a refund. She kept the paperwork so I don't even have that. I do have it in my email.