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

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

• 

  Torrid

  825 Dulaney Valley Rd Towson, MD 21204

• 

  Torrid

  1 Providence Pl Spc 5080 Providence, RI 02903-1739

• 

  Torrid

  2910 W Loop 289 STE 615 Lubbock, TX 79407-1648

• 

  Torrid

  1201 Broadway Spc E131A Saugus, MA 01906-4276

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:03/19/2025

  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.

  Torrid does not care about their customers they do not respond in any way to complaints. It is impossible to talk to a manager I placed a phone order and the representative did not use the correct address. Representative did not attach the order to My account. It took over a hour on the phone with torrid to have this order reshipped. They had to pull the call and verify the representative messed up which took 45 minutes !!! They didn't care at all that I am a loyal customer and I spend thousands there every year. This small order took over a hour on the phone. I submitted online request for manager. Phone request. No response. Called days later for a manager. Placed on hold for 45 minutes. No one ever came to the line. Disgusting customer service. The simply do not care

  Business Response

  Date: 03/20/2025

  Thank you so much for brining this to our attention and we do want to reassure you that your calls will be pulled and reviewed for the customer service provided. Regarding your order, we do see that a Torrid agent was able to assist you with a replacement order at no additional cost. We can confirm that your replacement order was shipped out and delivered. Thank you again for the feedback regarding your experience with Torrid customer service. 

• Initial Complaint

  Date:03/17/2025

  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.

  I am writing to formally express my dissatisfaction with a recent purchase and the handling of my refund request. I purchased a pair of leggings from a Torrid store, and upon opening the package, I discovered that the leggings were torn at the **********. Recognizing this as a clear quality issue, I returned to the store where I made the purchase to request a refund. However, I was denied a refund and was instead directed to contact customer service. Upon calling customer service, I was assured that I was eligible for a refund and that it would be processed as soon as possible. However, after several days of waiting with no update, I emailed customer service to follow up, only to be informed that my refund would not be issued despite the defective condition of the product. This directly contradicts the information I was given over the phone and demonstrates a serious lack of consistency and accountability in Torrids customer service policies. I find this experience to be unacceptable, as I was sold a defective item and was initially promised a resolution that has now been revoked without justification. This is not only misleading but also reflects poorly on the companys commitment to customer satisfaction. I expect ********************** to honor the refund that was promised to me and to address the inconsistent handling of customer complaints. Please provide a resolution to this matter at your earliest convenience. If no action is taken, I will have no choice but to escalate this issue further. I look forward to your prompt response.

• Initial Complaint

  Date:03/17/2025

  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 have been a customer for years with this company and have never been treated so horrible over the years I have watched how the quality of clothes have went down being sent items with holes in them hems coming out items not as described being sent out I ordered items for my trip at the end of the month I ordered these items in February so that I would have them in time for my trip Im waiting on a confirmation that the order has shipped nothing I finally called in to check on my order and find out they canceled the order no email no text no nothing so Im asking what is going on they tell me because I received a defected item that my order can only be delivered to the store so Im being punished and blamed for the items being defected a the nearest store is nearly a hour away I spoke with a supervisor named **** or **** not for sure she was very nonchalant and offered no real resolution as a plus size woman its hard to find clothes that you actually like and feel good in all she could do was tell me everything I ordered was out of stock in the size I needed of course it is so not only did they cancel the order with no notification now everything is out of stock I was so frustrated and upset I couldnt do nothing but cry like why then I place a order piece by piece and have it sent to the store a hour away which I had to pay someone to take me more money I dont have to spend plus I got osteo arthritis in my hips now I got to walk in this big mall in pain to pickup two items if this is how torrid treat their customers I dont want to do business with them anymore then I tell the people in the store they were outraged with how I had been treated and the store manager said she would file a report I ordered items in the store the manager said they could and would be sent to my house I said dont if Im not going to get them she assured me I would so I check my torrid account and seen one of the items was cancelled so I called one item is shipping to me the other stor

  Business Response

  Date: 03/20/2025

  When reviewing the customer's cancelled order we can confirm that our system has recognized that the shipping address that was selected is compromised and will no longer allowed orders to be sent to that address in effort to avoid further missing items or damage items being sent there. The items can be shipped to the store location for pick up to ensure all product is there and of quality. 

• Initial Complaint

  Date:03/07/2025

  Type:Product 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.

  Idiots cannot even get a shipping label right, currently contesting a refund through ******

  Business Response

  Date: 03/07/2025

  Thank you for reaching out to us at Torrid. A refund for order DT0109869499 has been fully issued through the ****** dispute that is currently open as of 3/7/25.

  Customer Answer

  Date: 03/11/2025

   
  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:03/03/2025

  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.

  Date of Transaction: February 7th Amount Paid: $71.98 USD $103.44 CND They committed to providing me with clothing I purchased on clearance The dispute is about the fact they said it was delivered to the address I provided them however it was not. I contacted them and they will only provide a 60% refund of my money for something I did not receive. Also, should note that I paid for shipping insurance that should have covered in full the liability of the package getting lost, stolen, or delivered wrong. There was a weak attempt made to resolve the issue they offered to send the package again but as it didnt get to its destination the first go round, I was leery about trying it again. When I asked for a refund instead, they only offered 60% instead of a full refund for the items not received. There are emails to me implying I should be happy to bear some of the cost of not receiving anything promised. I should also note that when they wouldn't give me a full refund I told them that I couldn't afford to be out the money without receiving the items I needed. I asked if they would ship it to a store near me and even gave them the address. though I am not holding out hope on that option either. I asked them to confirm that they understood what I had asked of them and since then they have ignored my request. This is shown in Screenshots labeled Fifth email chain. I am quite upset about this as it was clothes that I needed I know that they were on clearance but it was all I could afford. And now they are trying to rip me off. I don't have that kind of money to blow and receive nothing in return.I will attach screenshots of the emails below. I attached the receipt they gave me when I placed the order and is labeled accordingly, as well as my emails with customer service also labeled in succession ( first, second, third, etc) and the proof of tracking. I attempted to put the pictures in order but it wouldn't allow me to. Thank you so much for your help. *****

  Business Response

  Date: 03/03/2025

  Hello,

  I have looked through all of our records and am not able to find an order in the amount of $71.98 USD/$103.44 CAD. I am concerned that the transaction might not have been made on ************************** because Torrid's shipping cost for our international customer's including ****** was $ and ********************** does not offer a shipping insurance at an additional cost. I definitely recommend that our customer file a dispute with their financial institution and if they would like to set up an account with **********************, we would be happy to see your first order through to see if we can turn this unfortunate experience around.

  Thank you,

  Beki

  Torrid Customer Service

• Initial Complaint

  Date:02/24/2025

  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 placed an order on the website and the website autofilled an address that is not mine and automatically placed the order. Within 2 minutes I contacted customer service chat and they refused to change the address or cancel the order. They then disconnected the chat on me

  Business Response

  Date: 02/25/2025

  Hello,

  We are very sorry about the experience you have encountered with your Torrid order. I have refunded the order in the amount of $31.99. Please feel free to let us know if you have any questions or further concerns.

  Thank you

  Torrid Customer Service

• Initial Complaint

  Date:01/09/2025

  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 ordered these boots and they canceled them , then i ordered them one more time and they were cancelled again , so then i called and a representative placed it for me and those got lost in transit , so i placed another another which was cancelled again, all three never notified me they were cancelled either , and i just called and they hung up and me and now they are closed , and this is ridiculous

  Business Response

  Date: 01/13/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the difficulties youve encountered with your recent orders. After reviewing your case, we found that the cancellations were due to inventory availability issues, and we regret that you were not notified in a timely manner.
  Additionally, the order that was lost in transit has been refunded on 12/16/24, and $15 in rewards have been issued to your account for the inconvenience.
  We understand how frustrating this situation has been, and we apologize for any inconvenience it has caused. Your feedback is important to us, and we are continuously working to improve our processes to prevent similar occurrences in the future.

• Initial Complaint

  Date:01/09/2025

  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 was attempting to purchase a Christmas gift for my wife, had just enough in my account to get item, this company did a pre authorization and held the full amount before I hit the purchase, so I was unable to buy item because I didn't have enough in my account cause they had already took it. I waited for well over an hour on the phone with the customer service. I was told it will be anywhere between 5-7 days before the money is released in my account. That they would be more then willing to take my card over the phone to process this order fast so she could get he gift, but no because of the hold they put on my account this didn't work either. So I do not get to get my wife a gift this year thanks to them holding funds I did not authorize to them to. I feel they robbed me not only my money but also my Christmas.

  Business Response

  Date: 01/19/2025

  Thank you for reaching out to us. We are truly sorry to hear about the frustration youve experienced in trying to purchase a gift for your wife. We completely understand how upsetting this situation must be, especially during the holiday season.
  We have made several attempts to contact you regarding your order but unfortunately, we were unable to locate any details based on the name, email, and phone number provided. In order to assist you further, could you please confirm the exact order number, name, and email address associated with the purchase? This will help us address the issue and find a resolution for you.
  Additionally, we noticed that the screenshot you provided shows a pre-authorization hold rather than a settled charge. Pre-authorizations are temporary holds placed on your account by your bank or card issuer to confirm available funds for a purchase. These holds are not actual charges, and the amount should typically fall off your account within 3-5 business days, depending on your banks processing time. We recommend checking with your bank to confirm the status of the hold.
  Once we receive the requested details, well be able to investigate further and offer the best assistance possible. Thank you so much for your patience and understanding.
  We look forward to hearing from you and resolving this as quickly as possible.

• Initial Complaint

  Date:12/13/2024

  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.

  Torrid Credit Card got bought out by Comenity. Ever since then they stopped mailing paper bills because they want to charge customers $2.99 per paper bill. They won't give you your account number over the phone to log in on the site which you need if you forgot your password. And keep charging me late fees when I pay my bills on time!!November, I had a late fee again so I called & spoke with a **** I asked to close down my account. She said I need to pay it up to date in order to close it down. I gave her my banking ********** pulled $35. Paid it in full. Then closed down my *********** I got a call over the weekend from Comenity stating I owed $37. HOW? It is a late fee & interest. Again, how?? I paid it in full last month and shut down the card. They said I still owed something like $7 which I didn't pay & I got another late fee. When I paid it in what I thought was full through the *** over the phone who said I was all set and shut down the account. Just to find out that wasn't the case. I called Comenity and the *** said since my card was shut down they couldn't credit the late fee back and I would have to pay ***** balance is now $90.48 and I have no clue HOW, when the card was shut down.I printed out my last 3 statements. Oct ******* Balance $281.74 Nov 21, 2024 Balance $97.48 (Returned $200.69 worth of items and got a credit for late fees $25.57 = -$226.26)$281.74 - $226.26 = $55.48 DUE Nov 5, 2024 I paid $35 over the phone to a *** who said my account was all set now. $55.48 - $35 payment = $20.48 I owe Torrid Comenity December ******* Balance $90.48 Payment Nov 5 -$35 Late Fees Refunded -$15 Late fee $41 11/21/2024 Interest Charge $2 11/26/2024 I made my final payment on Nov 5, 2024 over the phone with a *** and had my acct closed. Comenity keeps charging late fees for no reason. The *** said the account was ALL SET when it was not. JUST TO CHARGE ANOTHER LATE FEE.This is a SCAM and FRAUD!!!!! HELP!!!

  Business Response

  Date: 12/26/2024

  We are sorry for any inconvenience that you are having with your Torrid Credit Card. Unfortunately, we do not have access to credit cards or credit card information here. As a result of this, you would have to contact ************* directly, who is the issuing financial institution for the Torrid Credit Card regarding any questions on your credit card account. You can contact them at ************** Monday - Saturday 8 am - 9 pm ET. Closed Sundays.

• Initial Complaint

  Date:12/05/2024

  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.

  Torrid sells out of stock items and doesn't train their warehouse employees properly. I had been buying and ordering from torrid for probably almost 2 decades at this point.Over the last few years I have had several instances of submitting an order through torrid's website, waiting weeks for it to ship, to be told the item is out of stock.Not only that, there has been FOUR TIMES where I ordered from torrid and a different item from what I ordered is shipped to me. When I ask for a replacement with the item I ordered, they suddenly don't have that item in stock anymore. Incredibly shady business practice, complete mismanagement of inventory, and shows lack of training for warehouse employees that this has happened to me FOUR TIMES in just a few years, and a complete lack of preventative and corrective action for the company's mistake.

  Business Response

  Date: 12/05/2024

  Thank you for your feedback. We apologize for the issues youve encountered with inventory and fulfillment. Please note that our inventory is not live, and multiple customers can shop for the same items simultaneously. As a result, some items may sell out during the order process. Not all items are available for replacement, and when this occurs, we issue a refund for the unavailable items. We understand your frustration and are continuously working to improve our inventory management and fulfillment processes.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22545432
  
  I am rejecting this response because:

  I have been sent the wrong item many times over the year, not received replacement, and obviously the business practices have not improved it changed. For this instance, receiving the completely wrong item and not replacing the item that I ordered was not addressed in the response. 
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 12/27/2024

  Thank you for reaching out to us again, and we sincerely apologize for the ongoing frustrations you've experienced with your orders. We understand how disappointing it can be to receive the wrong item, and we appreciate your patience.
  We can confirm that you were fully refunded for your most recent order after receiving the incorrect item. We did offer a replacement, but unfortunately, the item was unavailable due to inventory constraints, which is why the refund was issued instead. We understand how inconvenient this is, and we deeply regret that the replacement was not possible in this case.
  Per your order history, we do not see any other discrepancies on your account. However, please note that not all items are available for a replacement. When a replacement is unavailable, we always ensure that a refund is issued, which has been done for this instance.