Complaints

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

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Torrid has 16 locations, listed below.

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  Torrid

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

• 

  Torrid

  1201 Broadway Spc E131A Saugus, MA 01906-4276

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  Torrid

  1245 Worcester St Ste 4052 Natick, MA 01760-1548

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  Torrid

  210 Andover St Peabody, MA 01960-1647

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  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:11/16/2022

  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.

  My Bank sent a payment on my behalf for $804.00 and they keep telling me they don't have it and my bank send me the copy of the cashier's check they send then and it shows it cleared, every time I call the customer service people are rude and laugh at my and they hang up
  

  Business Response

  Date: 05/09/2025

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

• Initial Complaint

  Date:11/05/2022

  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 on 11/3/22 through the Torrid website using my Torrid credit card. When I placed the order I spent about $1400, all items I ordered showed as being currently available and my card was processed for a holding charge of 1439.90. I received an email on 11/5/2022 stating that one of the items I favored had been removed from my order (not by choice). When I followed up to check online, the item was still available to all sizes so there was no justifiable reason for the item to be removed from my order. When I tried to correct the issue, I was told I'd have to start a whole new order and pay for the item again, because though a holding charge was taken such was not fully processed until items were shipped, so they consider me to not have payed for the item. Yet, my credit card will not allow me to repurchase the item because it's beyond my credit limit. When I called management, no other solution was offered but for me to reorder the item in a couple of days and it would be shipped out to me and my points gained for my total purchase would cover the cost of the item. Yet, the item is highly demanded (which I'm guessing is why such was removed from my original purchase). It's likely that the item will no longer be available, and the manager I spoke with (*********, who would not give me her last name) would not give me a direct line to call and have her process my new order, contingent upon her promise that my order attempt would be saved up to 3 days and the item would still be available for my purchase. Though, the canceled item was altogether the fault of Torrid.
  

  Business Response

  Date: 01/10/2023

  Consumer Response /* (2000, 9, 2022/12/27) */
  Complaint resolved

• Initial Complaint

  Date:10/26/2022

  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 cancelled an online order after it was delivered to the Syracuse Torrid store. The order was never picked up
  The store canceled the order and returned it. The store and Torrid corporate acknowledged receipt of the cancelled order on July 22nd. Torrid indicated that they would issue a refund within 5 - 10 business days after the cancelled order date. Torrid has not sent me a refund as of Oct 26th. I have spoken to Torrid customer support numerous times and all they can tell me is that their finance Dept is working on this. Torrid has not contacted me to inform me as to why they cannot issue the refund. I have supplied them with all of the necessary banking info to process this. I am not able to speak to finance directly to find out what the specific reasons are for the delay.
  Can you help?
  
  The order # is********************

  Business Response

  Date: 01/06/2023

  Consumer Response /* (2000, 10, 2022/12/28) */
  The issue has been resolved.
  Thank you for attempting to contact them. Funny how their not replying to you is similar to the problem that I had.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair 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.

  Several times.. my orders go through, the charges go through to my credit card, and then they don't send the full orders, you order 3 tank tops they only send one.. I've called several times and they claim I didn't get charged but I do, and then I call back and they say the refunded it and they don't. The last time I put an order in I had rewards money and stuff that I put towards an order (for my birthday).. I really love their tank tops, so I ordered quite a few.. during the shipping phase they send out one package.. with what was supposed to be 2 tank tops and then there was no activity for a couple days on the rest of the order.. the one package arrived and there was only 1 tank top.. I emailed customer service and told them I want the whole order and of stuff happens again I'm contacting the Bbb this time.. well they canceled the whole order and took all my rewards- close to $50 worth. Have emailed again asking about it, and have essentially been ghosted.
  
  This company charged for things I ordered and never received and screwed me out of earned rewards.. and then lies when you call them on it.
  
  I want them to conduct themselves better and stop scamming people out of money.
  

• Initial Complaint

  Date:10/12/2022

  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.

  I returned two shirts in the store that should've equal to almost $90. I only got $55 back because I use TORRID cash and I was told that because I used hard cash I don't get that back. I should either get back to torrid cash or the full amount of the shirt because in the end, I spent a lot of money to use that cash and it's not fair that I don't have that reimbursed.
  

  Business Response

  Date: 05/09/2025

  Thank you for reaching out to us. We will be happy to clarify some details on our Torrid Cash promotion for this inquiry. Please know, that Torrid Cash is a coupon that is $25 off a purchase of $50. If an item is returned that this coupon is used on, only the amount paid for the item will be refunded. The coupon itself is not re-issued as each coupon is a one time use for this promotion. We hope this information clarifies things! However, we will be sure to pass along your feedback on this promotion to the appropriate Torrid teams.