Complaints

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

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Stitch Fix has 6 locations, listed below.

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  Stitch Fix

  1 Montgomery St Ste 1100 San Francisco, CA 94104-4583

• 

  Stitch Fix Inc

  816 Congress Ave Ste 900 Austin, TX 78701-2684

• 

  Stitch Fix

  122 Meyran Ave Pittsburgh, PA 15213-3309

• 

  Stitch Fix

  1631 Opus Dr Plainfield, IN 46168-5692

• 

  Stitch Fix

  731 Market St STE 500 San Francisco, CA 94103-2011

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:03/17/2025

  Type:Delivery 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 filing a complaint against Stitch Fix regarding a package that was never delivered to me, yet I continue to receive threats of being charged for unreturned items.On the day I received a delivery notification, I immediately contacted Stitch Fix to report that I had not received the package. Two different representatives assured me that I would not be charged for items I never received. However, despite providing clear evidence that the package was misdelivered, Stitch Fix refuses to acknowledge the issue or send a replacement.The tracking information from ****** states that the package was delivered at 11:24 PM to my business address, which is only open from 9:00 AM to 5:00 PM. When I arrived at work the following morning, there was no package. Additionally, the tracking details claim the package was handed to "*. ******"which is not my name or anyone associated with my business.Despite these inconsistencies, Stitch Fix insists that because OnTrac marked the package as delivered, they will not take responsibility. This refusal to acknowledge the issue is unreasonable, especially considering that I proactively reported the missing package the same day the delivery notification was received.I am requesting that Stitch Fix either:Cancel the charges entirely, as I never received the items.Resend the package at no cost to ***** is unfair to hold me accountable for a delivery failure beyond my control, and I urge the BBB to assist in resolving this matter.

• Initial Complaint

  Date:03/14/2025

  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 had an account with this company approximately eight years ago, but never purchased anything. On March 6th I received an order from this company and utilized their chat function to inform them that I did not place an order with them and to close my account. I was told by the person I spoke with my account was now closed. They included a bag with a prepaid label to return the items. When checking with the ********** about whether or not the package has arrived I get a message that says "my item has been tendered to the returns agent in Wichita, KS". I called the ********** and they say it has been turned over to a 3rd party so I can no longer track the item. I wanted to call and speak with someone at Stitch Fix about this issue. They DO NOT have a phone number listed anywhere so that you can speak with an agent. I found two phone numbers, ************ and ************, but neither number lets you speak with anyone and disconnects you after their message. When I get back on Stitch Fix site it tells me to sign into my account for chat, but my account was closed by the last agent I chatted with. If they do not get the return I will have to pay the $157.50, but they also don't have a credit card on file for me. I am afraid that they will turn this over to collections and I don't want that. I have an 820 credit score and do not want to jeopardize this. Why is it possible for someone to do business in the United States but not have a telephone number where you can actually converse with them? This is not right and I demand a phone number to speak with someone. I believe that the label on the package they sent me to return the items did not have correct information on it which led it to be lost.

  Customer Answer

  Date: 04/04/2025

  I received an email saying they received my return and have removed my information from their database

  Customer Answer

  Date: 04/07/2025

  Yes it can be updated to resolved. 
  
  

• Initial Complaint

  Date:03/13/2025

  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.

  I received my first “fix” about a week and a half ago. It’s 5 clothing items I can try on and if I keep them, I pay for them, and if I don’t want them, I sent them back. I decided to keep all 5, but two items were too big. So I paid for all 5 items in full, then sent the two big items back for a size exchange. My exchange was confirmed, then suddenly the company put my entire account on hold. A separate clothing order I placed was cancelled and refunded to me. I contacted them and they are claiming that suddenly owe them two debts for several years ago. Dates where I was living overseas and couldn’t possibly have even been receiving their services. I refuted that, but they insist. I will not pay a debt that’s not mine but otherwise, I don’t care to convince them otherwise. I will cancel my service. But there is still the issue of the outstanding exchange items. The exchange was “confirmed” but still not shipped, and now they are refusing to ship the exchanges or to issue a refund. They must do one or the other, I paid for the items, sent back the big items, and I have the receipt to prove it.
  
  I would prefer they just send the exchanges but if they want to cancel my order and issue a refund, that’s their prerogative. However they cannot just hold my payment for those items ransom because of a debt they falsely attributed to me.

• Initial Complaint

  Date:03/11/2025

  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.

  So recently, I had an account with stitch fit, never had any issues, always returned my clothing that did not fit or was not my stylerecently. My latest package was missing and the carrier lost my package, which I went ahead and reported it to the company and the person that helping me was very kind and said that she was gonna go ahead and replace my package, which I agreed to Then the next day I tried logging onto my account and it says that my account was not active and it was closed. I’ve been emailing constantly to customer support and no one has tried to give me a resolution. I’ll try to fix my account to have it back. I have not violated anything.

• Initial Complaint

  Date:03/05/2025

  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.

  I bought my mom a gift card for christmas and received a $20 gift card for myself. I made an account to try to see what I could get for $20. It automatically signed me up for a subscription, I tried to cancel or pause it, was able to "skip" until July. I got an email that they were working on my style and had scheduled my first order. Which I had tried to cancel or skip, I did not approve of this. I logged in every day to see if they had completed anything that I could cancel. Then I got an email my order shipped. I contacted customer service to cancel this and they could not. They said I could return the items, but, I am not home and wont be for 6 more weeks. This was an unauthorized charge to my account.

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service 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.

  Stitch fix had an error on their system and processed a pair of jeans I tried to order 6 times and then processed another order for $295, all of these without authorization. I have tried multiple times to get this resolved and the only way to talk to them is via chat, no phone number. They have charged me over $800 and will not refund me for their error. I keep getting the run around when I try to go up to management stating they will reschedule out in 48 hrs and they dont. This leaves me trying to reach out again with no response or resolution. This is unacceptable customer service to allow an error on the company sustenance impact me as a customer and they wont fix it.

• Initial Complaint

  Date:01/29/2025

  Type:Billing 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 have been a member for years. When I got a new 'fix', my account showed a $98 credit. The paper receipt I received even said $98. However, when I went to check out, suddenly the credit dropped to $49. On asking customer service, they claimed that it was because this credit was applied to my membership, however 1) the receipt was printed after my renewal date, 2) that doesn't explain the drop in credit, as membership includes a $49 credit. They have refused to explain why my credit dropped. They now claim they have given me back the $49 credit, and my account does show $98 in account credit, but the system will not let me use it on my current order, making it functionally useless. They have, in short, stolen $49 from me and refuse to explain or make it right.

• Initial Complaint

  Date:01/27/2025

  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.

  Double charged $20 by Stitch fix

• Initial Complaint

  Date:01/18/2025

  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.

  I purchased a $10 gift credit for StitchFix by earning shopping points at **********. When I tried to use the $10 credit, it was denied. They said it was being absorbed in the $20 free styling fee that is given to any customer who makes a purchase. In other words, they stole $10 in credit from me that I could have used for another vendor. There is absolutely no explanation about this so-called gift card policy on the site either. In fact, I have redeemed ********** gift cards in the past at Stitchfix and received the appropriate discount. I contacted customer service about this problem to no avail.

• Initial Complaint

  Date:01/16/2025

  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.

  Stitch Fix advertises delivery of clothes, and **** pick up of bag containing the clothes you do not wish to keep. I ordered stitch fix for myself and 3 children. I noticed that the bags were not being collected by the postal service and informed Stitch Fix numerous times. In fact, they refunded me immediately on more than one occasion that they charged for the entire shipment when in reality the bags had not been picked up and I had to bring them to the post office which is a nearly impossible feat for me being a full time working mother with multiple children with multiple schools and activities - another fact I explained in detail to Stitch Fix. On the 13th Stitch Fix charged me nearly $600 for the children's orders when I had already checked out and mailed back the clothes - but once again had to go to the post office after the holidays because the bags were not picked up. Stitch Fix is now telling me - despite having refunded me immediately numerous times before - that they will have to wait until the bags are received (even though they know they are in transit and provided tracking numbers for them) and I wont receive a refund for 14 days or more. This is completely unacceptable - I have important need for those funds now - Stitch Fix has refused to budge despite speaking with numerous representatives and supervisors.