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

  1 Providence Pl Spc 5080 Providence, RI 02903-1739

• 

  Torrid

  4802 Valley View Blvd NW Roanoke, VA 24012-2001

• 

  Torrid

  10130 Crossing Way, Suite 340 Denham Springs, LA 70726

• 

  Torrid Distribution Center

  115 Enterprise Pkwy West Jefferson, OH 43162

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:11/12/2024

  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.

  I placed an order with Torrid. A portion of it was never received. Torrid agreed to give me a refund, they still havent done that. I spoke to ******** *. Via chat.

  Business Response

  Date: 11/13/2024

  Hello, the refund for the order DT0105265540 was issued to the customer. However we see that the refund was split up as a result of this they will see separate transactions back to their card. The refund was issued on 10/20 for $***** and on 10/22 for *****. In addition to this the customer was provided with a $20 reward to their Torrid account. 

• Initial Complaint

  Date:09/27/2024

  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.

  Spoke on phone today with representative 9/11/24 Unable to log into account.Need account number or username. Representative was unable to give me my username- said they were not allowed (need this for password/account lookup)Representative was unable to give me my account number Representative indicated I could use my statement to get the account number I have to log in to access my statement I can't log in Asked if I could switch to paper statements to get my account number... I have to pay $3.99 for a paper statement Asked about paying over the phone ... I have to pay $9.00 to pay over the phone

  Business Response

  Date: 10/08/2024

  Hello, we see that this message is regarding a Torrid Credit account. We do want you to know that all credit matters go through the bank directly as Torrid is not responsible for any credit account payments or fee information. For information on a credit account we would advise the customer to reach out to ************* directly, who is the issuing financial institution for the Torrid Credit Card. However, we will ensure that the feedback on our partnership with this bank, is passed along to the appropriate Torrid teams!

• Initial Complaint

  Date:09/20/2024

  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.

  More details on my complaint. I called yesterday to try and pay off the money they say I owe them in interest after paying my card off and the price doubled to 63 from the previous 32 dollars from the day before saying I have already entered a new billing cycle and they are changing me more in interest from a card that I already paid off . So today I called and paid the ***** so they wouldnt keep charging me . I also talk to a senior representative because they wouldnt send me to the supervisor today. This person name was ***** and he stated that I wouldnt be getting charged any more after this in interest. So I should have that recording on file as well. I would like to get my money back that they charged me for illegal after the fact that I paid my card off and making sure they dont charge me any more money from here on out .

  Business Response

  Date: 10/23/2024

  To clarify, we do not have access to credit card accounts or information, including any details related to interest charges or billing cycles. For specific inquiries regarding your Torrid Credit Card, including the charges you've mentioned, I recommend contacting ************* directly at **************. Their customer service team is available Monday through Saturday from 8 AM to 9 PM ET and will be able to assist you with your account.

• Initial Complaint

  Date:09/18/2024

  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 had opened a credit card with this company only with one purchase. Due to the fact I never received the credit card/ statement in question with multiple attempts to reach out to resolve this issue. Upon first attempt to resolve this issue, I made a payment and asked for a statement to be sent to my updated mailing address ,asked for account information, and asked for assistance in setting up online account due to never receiving a statement or a card/ card number. The company informed me that they would send a Statement to my address on file with that information so I can set up an online count. I never received a statement on the second attempt.I spoke with a representative Who sent me an email which stated that that would get me into my account. I went to the email provided and it asked me for my account number or credit card number which I never received. On the third attempt to resolve this issue I paid off the remaining balance and asked again for help accessing the account in questioned Due to multiple attempts. Ultimately after explaining that i never recieved a card or activated it i do not feel comfortable continuing with account. There was only one rep that was kind and attempt to help resolve but didnt have clearance to help me further theat last one proceeded to laugh at me and was not their problem .

  Business Response

  Date: 09/18/2024

  Thank you for reaching out to Torrid. For information on a credit account we would advise reaching out to ************* directly, who is the issuing financial institution for the Torrid Credit Card. As Torrid does not have access to credit information or fees, only the bank does. You can contact ************* at **************. As they would be able to best assist you there with any questions you have with your credit account. However, we will ensure that your feedback on our partnership with this bank, is passed along to the appropriate Torrid teams.

• Initial Complaint

  Date:09/18/2024

  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.

  Ordered 65 dollars of item back in July. Items were never delivered I contacted customer service and was told that there shipping partners said it was delivered and signed for but they could provide no proof of delivery. I had asked for a refund they said that since they paid for it and they can't claim against the shipping they can't offer a full refund. They initially said 30 percent. I said that was not acceptable..then agreed to a 50 percent refund and they said ok...few hours later they email saying they can't refund but if I pay a extra 15 they will reship the order...this is the worse of any company. At this point they can reship on their token since it probably won't ship like the initial order..or give a full refund...what kind of customer service can't refund something they never shipped and can't provide proof of delivery .. I have the 10 emails in the chain for all the communications if you need it as well

  Business Response

  Date: 09/21/2024

  Torrid will be more than happy to assist with a lost package claim if there is an online order that a customer did not receive. However, we do need the customers online order to assist with this matter. We have attempted to reach out to the customer through the email address provided but have not heard back. The customer is more then welcome to reach out to Torrid for assistance with a lost package claim. 

• Initial Complaint

  Date:09/17/2024

  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.

  I was charged *****% sales tax in ***** where sales tax is 8.25%

  Business Response

  Date: 09/20/2024

  We have confirmed with our finance team that the sales tax for this in store transaction was charged at 8.25%. The pricing information seen on the receipt is all correct, however the line saying the tax percent rate is a misprint. We hope this information clears things up.

• Initial Complaint

  Date:09/05/2024

  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.

  I have a Torrid credit card through *************** For two months now Torrid has fraudulently charged my card when making a purchase on their website they will fraudulently double charge your account. They will hold your transaction in pending status after the initial payment has already been made. Creating a hold and and a charge. Even though the initial has cleared, they continue to hold the pending charge over 10 business days cause an overdraft of your credit card that results into severe damage to your credit report for the double charge. I've called the company two months in a row over this. They refuse to remove the double charge showing the correct balance. They refuse to fix an a fraudulent charge for CC protection that I never signed up for nor authorized. They just transfer to Commenity who in return fixes nothing that says torrid is the problem. They're scaming customers at every turn and something needs done. They show available products for customers that really are not available but charging customers upfront anyway and holding their funds for over 10 days. They fraud their customers out of rewards because of these horrible business practice. Torrid credit card seriously needs investigated. Out of 5 CC I've never had a single company double charge their clients and hold funds for over a 10 days, charge you fees based on the charges then authorized fraud charges for things you never signed up for or agreed to then refuse to fix the wrong doings. It's mind blowing.

  Business Response

  Date: 09/06/2024

  Thank you for sharing your concerns regarding online transactions made with a Torrid Credit Card. We do want to confirm, that Torrid will not do a full charge on any online order until the item is shipped out. For pending authorization time frames, we do want you to know that Torrid does not have control over the time frames for these pending holds as they are put in place by the bank and not Torrid. However, we will pass along this feedback to our partners at *************.

• Initial Complaint

  Date:08/27/2024

  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.

  My account keeps showing multiple purchases pending for one purchase. Every time this happens it causes my account to go in the negative. When in fact I should not be in the negative. I have emailed the company through the message option and it eventually ***** out only after messaging Torrid. However, this last time I have two additional pending amounts for a single purchase. When Torrid responds they tell me they will not charge me for not making payments. That don't make any sense because I make my payments on time every month and sometimes multiple payments. I shop here and only have one authorized user and they do not harm the account. This is the third time this has happened to my account in the past three months. I should not be seeing multiple transactions for one transaction. It appears as there are multiple orders being made on my account for every purchase I make lately. Causing me to have to pay higher amounts to bring my account out of negative when it shouldn't be negative in the first place.

  Business Response

  Date: 09/12/2024

  Thank you for reaching out! The two full charges shown in the screenshot are from the online order DT0104321476 from 8/9/24. We can confirm that the order was charged twice for this transaction. However a refund for the second charge was issued on 8/10/24 back to the original form of payment. 

  Customer Answer

  Date: 10/01/2024

   
  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:08/05/2024

  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 ordered clothing from this company on May 22. 2024. I have numerous emails back and forth asking why I have not received my order. They keep saying that it is held in customs and they would like to resend the order. According to them they have resent the order 4 times so far and I still have not received anything.

  Business Response

  Date: 08/22/2024

  We reviewed the attachment the individual sent concerning a missed order.  We can confirm that the referenced website is not a valid Torrid website, but rather a fraudulent site posing as an official Torrid website. Torrids products and the ability to order are only found at Torrid.com.  The customer should reach out to her financial institution regarding the transaction.

  Customer Answer

  Date: 08/27/2024

   
  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.

  I understand the website was fraudulant. but, do I go about getting a refund now? 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/29/2024

  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.

  Complaint: I have a complaint regarding two orders I never received. One is Order # PDT0103362234 with Order Date of: 07/01/2024 (order total $33.54) and the second is Order # PDT0099975642, Order Date: 02/11/2024 (order total $80.23)The status for Order # PDT0103362234 shows: "The receiver arranged to pick up this package at a *** facility. / The package will be returned to the sender." I was never notified that I had a package at *** nor did I arrange for this type of pick-up, plus I requested my package be delivered to my residence. This item was ordered in the store located inside of *********************** in *******, **. The second item ordered PDT0099975642 shows a status of "Refused by customer." I was never notified by the store about the arrival of this package and when I went into the store to inquire about the package they told me they could not find it. Please investigate and refund any money that is due to my account. I am still interested in purchasing the cargo skirt. Please have someone contact me to discuss at **************.

  Business Response

  Date: 08/13/2024

  Thank you for reaching out with this concern. We can confirm that your orders ending in 5642 and 2234 were refunded on 3/08/24 and 8/1/24. We have also refunded you the shipping/return cost that was not issued for both of these orders on 8/9/24! We do ask that you please give a few business days for this shipping/return reimbursement to post on your banks end. Thank you!