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Business Profile

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Stitch Fix

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Stitch Fix came to BBB’s attention in October 2013. A review of complaints was done in September 2024. Complaints on file state concerns with cancellation and subscription issues.

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Complaints

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

Find a Location

Stitch Fix has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Stitch Fix

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

    • Stitch Fix

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

    • Stitch Fix

      1631 Opus Dr Plainfield, IN 46168-5692

    • Stitch Fix Inc

      816 Congress Ave Ste 900 Austin, TX 78701-2684

    • Stitch Fix

      122 Meyran Ave Pittsburgh, PA 15213-3309

    Customer Complaints Summary

    • 121 total complaints in the last 3 years.
    • 52 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/13/2024

      Type:Product Issues
      Status:
      Unanswered
      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 sent a return back to this business on 2/16/24. I still havent received a refund almost a month later.

    • Initial Complaint

      Date:02/24/2024

      Type:Order Issues
      Status:
      Unanswered
      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.
      Company clamed to ship Items yet proof of delivery was not signed for nor validated. They were told no items were received and that I revoked any charge authorization. They stated they would look into it. I called and emailed after getting an authorization charge and contacted my bank as it was fraud. The company gives a run around stating they are looking into it yet no refund, no apology. Only some snotty message from ****** who claims it is my issue not there's.

    • Initial Complaint

      Date:02/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      This company also will not respond to this charge and its no longer on my orders page so I have no idea of status. When inquiries were completed thats when the company stopped responding to emails and deactivated my account.

    • Initial Complaint

      Date:02/20/2024

      Type:Product Issues
      Status:
      Unanswered
      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 sent about a $1,000 back worth of returns with no refund and now they wont respond to emails and deactivated my account. I had previously sent back items and once I emailed them they said they packages and would refund at that time. Like what? If I hadnt emailed Id be out of about $800.

    • Initial Complaint

      Date:02/09/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      2/8/24 3 pm est

    • Initial Complaint

      Date:01/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 December 24th, 2023 I ordered a pair of jeans that were on sale for $29.99. As of January 12th, ****, I still hadn't received the jeans and the tracking location had not been updated even though the jeans were supposed to have been delivered December 28th. I contacted customer service for a resolution, expecting a new pair of jeans to be sent out. To my dismay they refunded the $29.99 (which took 7 days to credit) and I was told they put the jeans back into my shopping cart and I would need to reorder them. I definitely expected a representative to expedite the order since it had been more than 2 weeks they did not arrive but this was the outcome. I was not please but I went to my cart to order the jeans. The jeans in my cart were $65. No longer the $29.99. I return to customer service for an adjustment to be told I will need to purchase the jeans at $65 and then wait for a refund of $34.99 to equate to the original price I paid. So now, Stitch Fix had $29.99 of my money, takes 7 days to refund it, wants to hold $65 more and then take another 7 days to refund $35 of. Ridiculous. I ask for a supervisor because I have never heard of (a.) an exchange not being done in the first place and just sending a new pair at no cost to me and (b) why on earth would I want to pay more and have you hold more of my money?! Eventually we reached a resolution where the jeans were reordered and At the $29.99 which I had to lay out again. It is January 18th, still no jeans. Magically, the first pair showed up yesterday and I get an email from customer service asking for confirmation of the receipt of the jeans and whether I wanted to keep or return them. I tell them I will be returning them since I was charged twice. Next thing I know I am being charged AGAIN! This is the worst business model I have ever seen. The customer service rep insists this is how it should be done when they lend millions of dollars in clothes to ************ and don't change them until they aren't returned.

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The business claims I signed up for their services and they shipped products but dont have my credit card information. I received nothing. Didnt sign up for anything. And didnt give them my credit card number and they wont leave me alone.

    • Initial Complaint

      Date:01/01/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 this account March 2023, not satisfied with their products at all. Now they just charged my credit card $49.00 January 1, **** for their subscription fee. They make it completely impossible to delete your credit card information.

    • Initial Complaint

      Date:12/19/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 clothes from them in November and early December. I used their prepaid postage to sent the stuff back. I still have not gotten a refund. *** has said for days my package is out for delivery but the warehouse never accepts it. I ordered clothes thinking I could easily return what I didn't want. I sent everything in and still haven't gotten a return. One package I sent over 2 weeks ago still says it's in *****. I'm in ********** and the package needs to go to *****. I don't understand why it ever went to *****.

    • Initial Complaint

      Date:12/16/2023

      Type:Sales and Advertising Issues
      Status:
      Unanswered
      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 mailed back $796.94 worth of clothes. Stitch Fix had sent me numerous return labels. I used one of them. They have not checked the status of the return labels and have been slow to respond to my emails. I notified them I was mailing the clothes back on their app. They marked the items as return expected. Then without warning or notification they unflagged the returned items and marked them no longer available for refund. Then instead of checking their records they had me screenshot each item I had returned even though I had provided that information in the app (which they lost/deleted) and I physically mailed them those items (which they lost).

    Stitch Fix is NOT a BBB Accredited Business.

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