Complaints

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:05/06/2025

  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 ordered Kitsch Thermal Rollers. THERMAL to me means HOT. I recieved an 8 pc set of rollers period the end! Not heatable, just plain old rollers

  

  Business Response

  Date: 05/06/2025

  Thank you for your feedback on the Hair By ******* x Kitsch Ceramic Thermal Rollers. We understand that the term "thermal" can be confusing, so we'd like to clarify how these rollers work. The term thermal refers to the rollers' ability to retain heat for styling, with the ceramic core helping to evenly distribute and maintain that heat for more consistent results. Simply heat them with a hairdryer after inserting, or style your hair with a heated styling tool and then roll the still-warm hair into the rollers. Alternatively, they can be used without heat for a heatless styling option to add volume and shape.
  
  If this product doesn't meet your expectations, you're welcome to return it for a refund or exchange within our 90-day return policy. To begin your return, visit ****************************************. Please feel free to reach out if you need further assistance.

• Initial Complaint

  Date:04/28/2025

  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.

  Order was made 4/20/25.A tracking number was sent to me the following day.Their website clearly states orders are shipped out same day OR next day. After a few days of my tracking number not updating, I contacted customer service to enquier, as I live a few hours from their shipment location.After much confusion and back-and-forth, it was determined they gave me a tracking number without actually sending my order.Then they said they refunded me because they didnt even have an item I ordered.A team member ALSO told me that in addition to my refund they sent out the REMAINING in-stock items I had ordered. As an apology for the confusion, run-around.When I asked customer service if I should be looking at the tracking number I was originally sent to track the remaining items, I was informed nothing was actually being sent! That I was only refunded. That was not what was promised. Basically the so-called apology and offer of the remaining items was false. Do NOT appreciate the company telling me they were sending me the in-stock items, only for them to tell me the next day they are not.

  

  Business Response

  Date: 04/28/2025

  We sincerely apologize for the confusion and frustration you experienced. Our social media and customer service teams are separate, and unfortunately, there was a miscommunication regarding your order. Per your request, a full refund was issued, and as an additional courtesy, we have sent the remaining in-stock items to you free of charge, you will receive a new tracking number once it ships.

  
  Thank you for your patience and understanding. Please don't hesitate to reach out if there's anything else we can assist you with.

  Customer Answer

  Date: 04/29/2025

  I cannot close this complaint until I actually receive what has supposedly been sent. Because once again I was sent a tracking number that has yet to update.
  This company seems to make a habit of preparing shipping labels, but not actually handing any packages over to the carrier.

  I will revisit this case when I actually receive something. I live only six hours north of the ******** warehouse that it is supposedly shipping from. So there is no reason for any delay.

   Complaint: 23253554
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 05/02/2025

  Thank you for your response. As mentioned previously, we have processed a full refund for your original order. Additionally, I can confirm that the courtesy replacement we sent has been successfully delivered. Please feel free to let us know if theres anything further we can assist you with, or if you have any other questions or concerns.

  Customer Answer

  Date: 05/05/2025

   
  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:04/24/2025

  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.

  I ordered Kitsch via ****** and product was packaged and shipped directly by Kitsch. I ordered claw hair clips and received a pillow case. I reached out to ****** and provided photos of mis-shipped item and they refused to honor the return without tasking me with returning the mis-shipped item to a store. I ordered online for a reason. I also dont have a printer and retrieving a label, packing the item, and bringing it the post office to ship it back is equally a hassle. ****** will not refund and directs me to reach out to Kitsch. Kitsch tells me to reach out to ******. What is this? I ordered and paid for a product that Kitsch failed to deliver and now the customer is tasked with resolving your mistake? Just do the right thing and contact ****** to approve the refund, or send me a refund directly. This is such bad business and you should be ashamed to have rejected a customer who had provided documentation and photos. Your customer service representative had the audacity to tell me that this was packed and shipped by ****** even after I sent photos! What are you doing over there? Just honor the refund with the taxes I paid or work it out with ******.

  

  Business Response

  Date: 04/25/2025

  Thanks so much for reaching out and I completely understand your frustration. This situation shouldnt be falling back on you to resolve.
  While we do fulfill orders placed on Targets website, we unfortunately dont have access to the payment information which means were unable to issue a refund back to your original form of payment. That said, were more than happy to help: we can either send you the correct item at no cost or provide you with a store credit for the full amount including tax to use on ****************************.

  
  Please let us know which option works best for you. We truly want to make this right.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23246140
  
  I am rejecting this response because:
  
  I dont reject the response, but do not want to close this case out as resolved before I receive the correct product. I will accept the offer of Kitsch shipping the correct product that I ordered and paid for. 
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 05/01/2025

  Thanks for getting back to us! As mentioned, were happy to send a replacement or issue store credit for use at ****************************, just let us know which option you'd prefer. If youd like a replacement, please confirm your current shipping address.
  Looking forward to your reply so we can make this right for you!
  

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23246140
  
  I am rejecting this response because I havent received the correct product yet. I dont want to close the case until I receive the correction.

  Please send product to:

  *** *********

  *************************

  Bellevue WA 98007
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 05/02/2025

  Hi ***,
  Thanks so much for your response! Ive gone ahead and set up a replacement order for your clips, keep an eye out for a confirmation email shortly. Youll also get a shipping update as soon as your order is on the way.

  
  If you have any other questions, feel free to let us know. 

  Customer Answer

  Date: 05/06/2025

   
  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:04/24/2025

  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.

  I ordered a bundle from their website which clearly stated (as shown in the pictures attached) that it included a free caddy. I saw that the caddy wasnt listed on my invoice and it didnt come in my package so I emailed them. The customer service representative said that it wasnt included and had to be purchased separately. I sent the pics showing it was included per the advertisement. She or he said they would send me the advertised caddy but it was a different item not labeled a caddy. When I pointed this out they again told me that I had to purchase the free caddy separately. I told them this was unacceptable because the website still showed the caddy being included free. I asked that their legal or customer complaint office contact me and they said they would pass this on. I havent received an email or a phone call from them. This feels like bait and switch. I ordered the four items required to receive the free caddy and now they are not honoring their end of the bargain. I dont want a refund I want the caddy as advertised on the website. The caddy they want me to purchase if I want it is usually $75 but is currently on sale $40. However I do not want a refund I want the caddy. I included pics of the other similar items to show that only one of the items is labeled as a caddy per their website. If needed I can also take screenshots of the email correspondence.

  

  Business Response

  Date: 04/25/2025

  Thank you for bringing this to our attention, and were truly sorry for the confusion and frustration this experience has caused. Our goal is always to deliver exactly what was promised, and we understand how disappointing this must have been.
  
  It appears that a discount code for 25% off was applied at checkout, which replaced the promotion code for the free caddy. As a result, the caddy did not appear on your order or ship with your items. While our system does not allow multiple promotions to be combined, we completely understand how this could have been unclear.

  
  To make things right, weve shipped the correct caddy to you at no cost. It is on the way, and we hope it brings you the experience you expected from the start. We truly appreciate your patience and the opportunity to improve.
  If there is anything else we can help with, please dont hesitate to reach out.

  Customer Answer

  Date: 04/26/2025

   
  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:04/08/2025

  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.

  THEY ARE SCAMMERS! do not buy from them. I ordered a few things for my girlfriend, you could not see when expected delivery was so I made the order hoping it would tell me, it didn't.. I emailed and they said it could take up to 30 days! So I emailed them to cancel the order as there was no way to do it through the same process as ordering (red flag number one). This was all within the space of an hour of buying. They replied saying that is fine, they have processed the cancellation and I would receive my refund within 5 days. A few days later I got updates that my package was in transit and on its way. I emailed again to say I cancelled this but am still getting updates, they now said they can't refund my order as it has already been shipped... this is 5 days after ordering and cancelling that it had been shipped. They said in the email I was confused and was not able to refund until the items were received and returned to them (at my own cost). They are scam artists and that customer service is shocking. Avoid at all costs

  

  Business Response

  Date: 04/08/2025

  Thank you so much for your honest feedback, and we're truly sorry for the experience you had. You were absolutely right to expect your cancellation to be honored. After confirming your request, your order should not have shipped. Unfortunately, due to human error, the agent forgot to process the cancellation in our system, and the order was accidentally sent out.

  
  We completely understand how frustrating that must have been, and we take full responsibility. To make it right, **** issued a full refund, and youre welcome to keep the items as a gift from usno need to return them. While this situation doesnt reflect the standard we hold ourselves to, we hope this resolution shows our commitment to transparency, accountability, and making things right for our customers.

  
  

  Customer Answer

  Date: 04/08/2025

   
  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:03/20/2025

  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 ordered shampoo &conditioner from Kitsch Jan.16,2025 on line and have not received my merchandise. Had a hard time finding a tel. Phone #. I had been trying to solve this through email and got no where. Their records show that it was stuck in their warehouse on 02/17/25. I finally got a tel. # they say it's was on it's way on 02/25/25 & I should wait. They got my funds on Jan. *******. I believe I have waited long enough. I want my money back. Also the number you have ************* is not operating correctly. You dial. Get a partial ring and then you get a busy signal. They got their money on Jan. *******.I don't believe I should wait any longer.

  

  Business Response

  Date: 03/20/2025

  We sincerely apologize for the delay and the frustration this has caused you. We understand how disappointing it is to wait this long for an order, and we regret any difficulty you experienced in getting a resolution. Per your request, we have issued a full refund, and we truly appreciate your patience. If theres anything else we can do, please dont hesitate to reach out to us at ****************************************************

• Initial Complaint

  Date:02/24/2025

  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.

  On this day February 22nd 2025 I awoke to find that a company called kitsch had billed my account $32.04 for an order I did not place with them. A year ago I did order from them but did not like their product, and they sent me they tried to enroll me monthly without my permission. But they refunded my money and I asked them to close my account in 2024. I have not heard from them since. Now they are saying my account is active and help themselves to money in my account and have told me that they've already shipped it and that I have to return it to them when I get it instead of just refunding me the money. I have tried their phones numbers but they are all busy, and I have email correspondence with them telling me that they're going to send it anyway and that I have to go return it. I am disabled and I'm ******************************************************************************************************************************************* the first place and I really need the $32 they took out of my account for food so I consider this elder abuse, fraud, and harassment. All I want is a refund and all they want me to do is run around for them and I'm not going to. So to whoever is reading this, buyer beware, I'm all for women helping women but this is not helping women as I am one of them and feel nothing but harassed. I cannot give you a tracking number as they haven't even sent me one yet!

  

  Business Response

  Date: 02/24/2025

  I was able to locate a subscription associated with your email address, which explains why this order was placed. However, it seems that starting this subscription was not intentional and I wouldn't want you to be enrolled in a product or service that doesn't benefit you so I've gone ahead and taken the initiative to cancel your subscription for ****** your order has already been shipped, I regret to inform you that I am unable to cancel it on your behalf. We aim to ensure a seamless experience for you and in light of that, we've processed a refund for your order without the need for returning the package. Typically, the refund takes about 1-2 business days for your bank to process, depending on the bank's procedures.

  Customer Answer

  Date: 02/27/2025

   
  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:02/07/2025

  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.

  Jan. 14, 2025 paid through pay pal.2 packages which were to include 2 shower holders, 2 shampoo bars and 2 conditioner bars.Package received did not have the 2 shower bars.8 attempts to contact this company has been negative. They wanted more money for the shampoo bars and would not attempt to make amends on what has already been paid, Then they said they would exchange the conditioner bars for more conditioner bars.All I want is the 2 shampoo bars that I have already paid for.

  

  Business Response

  Date: 02/07/2025

  Hello! Upon investigation, your order did not include any shampoo bars. For reference, your order was for the following items:
  
  Self-Draining Soap Dish
  $14.00  2
  $28.00

  
  Rice Water Conditioner Bar for Hair Growth
  $14.00  2
  $28.00
  
  Subtotal
  4 items $56.00
  
  Shipping
  Free Standard Shipping
  $0.00
  
  Taxes
  $3.92
  
  Total
  $59.92
  
  I have also included the pdf of your original order so you can see which items were purchased. Please also feel free to keep the two additional conditioner bars that were mistakenly sent to you as an incorrect replacement by one of our agents. If you no longer would like your order, we also offer free returns and exchanges within 90 days of delivery. 

  Customer Answer

  Date: 02/11/2025

   
  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.

   I saw what they said was the order that alleged to have been from me however, when I ordered that it was for the 2 bundles including, 2 soap holders, 2 shampoo bars and 2 conditioner bars 
  I have no idea how it came to be when they claim to say no shampoo bars were ordered.

  So, since it appears they have no intention of making this correct, it will have to be dismissed, but not agreeable to their business ethics.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/31/2025

  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.

  On Jan 30, I received a text that Kitsch was having a *********** day sale - 30% off their products. Followed the link. Placed the items in my cart as follows: Rice water shampoo and conditioner - $ ***** Self Draining Soap Dish - $6.86 **** Butter Exfoliating Body Wash - $ 5.88 ***************** Shampoo and Conditioner - $ ***** Moisturizing Argan Milk Leave In Conditioner - $ 7.35 Bottle Free Beauty Travel Case - $ 5.88 These prices are indicated on the attached website snapshots I took. This total should be $57.75 with tax. However, the website was charging me $79.27. I emailed the company several times explaining the situation trying to understand what the problem was. I finally got an email back telling me to "place the order and we will credit you on our end...just let us know when it is done." So, I placed the order and emailed them the order confirmation *********, I get an email back from them telling me that the $79.27 is the correct price with a 30% off discount. I told them again, that THEIR WEBSITE was advertising a different price - I had given them the supporting proof - and they will not honor it. It is VERY DECEPTIVE. I am so unhappy with them. They advertise one price, charge another, and when I bring it to their attention, I am told to place they order, they will correct, and then they deny it. I asked them to cancel my order. Of course, no ************* - IT IS HORRIBLE that you have NO TELEPHONE NUMBER for anyone to speak with.

  

  Business Response

  Date: 01/31/2025

  Hello! I am so sorry to see the 30% was not correctly applied to your order, and have passed this info along to our tech team for further investigation. In the meantime, it looks like your order was successfully canceled by out agent and the order will not be shipping out. I am so sorry again for this mix-up. 

• Initial Complaint

  Date:01/09/2025

  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.

  First order was lost even if it said delivered. Second order was reissued and was also lost! No update in tracking since december 12!!!! Please see screenshot.They said they have issued or started to issue refund and should take 1-2 business days to appear on my account on December 31. Given the holidays, it should have been on my account considering the business days.Order DateOrder Number December 3, 2024order #******* December 11, 2024order #******* They only have email to be contacted. I want my money back. If they cannot deliver their promise of 5-7 days delivery, they should refund instantly with customer begging for it!

  

  Business Response

  Date: 01/09/2025

  Refund Information:
  
  Order
  #*******
  Card details
  Visa 1619
  Name on card
  ******** ****
  Authorization key
  re_3QS47MLriy1WG5zi1rbvlWlB
  Message
  Transaction approved
  Amount
  $43.20 (100%)
  Gateway
  Shopify Payments
  Status
  Success
  Type
  Refund
  Payment ID
  #*********
  Created
  Jan 9, 2025, 1:37 pm
  Refund reason
  Lost in Transit