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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.

    BBB recommends users to review their Terms of Use (Please see styling fee and payment)

    For additional support options, please visit Help.

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.

    Please enter a valid location.

    • Stitch Fix

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

    • stitch fix

      1421 North Cockrahill Rd Dallas, TX 75211

    • 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

    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:10/16/2023

      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 received a package on Thursday afternoon, kept for 3 days - not sure how StichFix counts days guessing it is willy-nilly in their favor, but if I receive it late afternoon then I count 72 hours from that day/time. I put the package in the **** mailbox on Sunday. Then ****, which they choose to use, was closed for Holiday on Monday which then delayed the return back.They sent me an automated nasty gram message telling me to send it back and if not I would be charged for all items. Being studious customer for 3 years, I was highly offended and angry when I called customer ************************** should have already anticipated this problem because they use **** and should not send out shipments in advance of **** holidays - or get their act together when it is all DELAYED due to HOLIDAY. They should either 1) held off on the automated message by one day or 2) when a livid long standing customer calls, be very apologetic. ---She wasn't so I proceeded to cancel my account.NOTE: You cannot do this through the website. You can only cancel future orders. The company then retains all your credit card and personal information. Which seems very wrong to me- they can then still charge your credit card if they "accidentally send you something" See who that works? That is not ok.You have TO CALL the company customer service line and request an ACCOUNT DELETION and only then will they delete the account information. Hope that helps someone. They don't tell you this in the *** which is deceptive.

    • Initial Complaint

      Date:09/23/2023

      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.
      This morning $445.75 was charged to my account when I have not kept anything that would total near that amount from stitch fix. I have mailed all packages back and at most I have kept 1-2 things that would add up to AT MoST $250. I cannot get my account to see what I am being charged for. Things get lost in the mail, things happen. I have paid for everything I kept but I did not keep almost $500 worth of clothes. I would really appreciate that being looked into with the carrier and reviewed and then I would appreciate a refund.

    • Initial Complaint

      Date:09/16/2023

      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 paid and signed up for a subscription with the company Stitch Fix and was subsequently charged a $20 styling fee for their services. Today I received an email saying that they were sorry I decided to cancel my Fix and they would always be here in the future. I tried to check my account to see if I had the twenty dollar credit added back to my account and at that point I learned that my account had been closed without any warning and there wasnt any communication about the $20 styling fee. Basically they stole from me and did an old time disappearing act. I would like to have my account reinstated, receive $40 credit, for all the trouble I am having to go through and an apology. Thanks for your help!

    • Initial Complaint

      Date:08/25/2023

      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.
      On August 24, 2023 I went to the online store Stitch Fix at the recommendation of a friend who was wearing a shirt she bought from them. Because of her experience I did not check on BBB first. I never agreed to pay $20 before my first order. I agreed to Pay $20 for the styling fee when I placed my first order but I never placed an order. I have double checked and there is no order on file, Yet I was billed $20 even though when I entered my credit card information the bill equalled 0. They did nothing toward styling except ask me to waste time clicking which pictures I liked which was almost none. By the time I finished the picturee review, I knew I did not like their clothing.This is fraudulent activity and I want the return of my $20 and compensation for the time it took me to process this complaint. 15 minutes X my consulting fee of $100/hour = $25 + $20 fraudulent charge.This company should not be allowed to keep doing fraudulent business practices without somehow compensating victims when they scheme is uncovered. I so wish I had checked BBB before I ever signed onto their site.

    • Initial Complaint

      Date:08/05/2023

      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.
      My first stitch I was home to receive the clothes they were not my style and I sent them back . I informed them not to deliver packages at the front porch because we have an issue with people stealing. I offered a much more secure area to deliver. They did not follow direction,packages were stolen and when I complained they basically said it was my fault and accused me of stealing. I even went as far as sending a picture of a much more secure drop off area in my house. They are just the worse . Heads up ! They should not make their packaging so *************** will steal anything now a days !

    • Initial Complaint

      Date:07/29/2023

      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 am writing this because they are using deceptive marketing. While $20 is not a lot of money when you advertise that you are waiving the styling fee at checkout and there will a $0.00 charged today at check out then that is the expectation. I haven't used this service in years because I was underwhelmed and signed up because I received a gift card. Literally after 1 minute of check out they charge me $20 for the styling fee. These deceptive practices are very unprofessional.

    • Initial Complaint

      Date:07/10/2023

      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 ordered a box that had five items. Ive worn 3 to date and all of them are ripped or unwearable after only 1-2 wears. One shirt had pulled fibers after only one use. One cardigans seams pulled apart and ripped after two wears. The zipper of the jeans does NOT stay up. I got a refund for some but a credit for others. With the credit I bought a bag that fell apart after 2 weeks of use. They have offered me a credit but I want a refund. The quality is low and I will not buy another thing from them.

    • Initial Complaint

      Date:05/28/2023

      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 received a charge on my credit card on May 26th for ****** and on May 27th for 20 dollars. It says it was a charge for n Auerla ?? I do not have anyone in our house hold by that name. I had my credit cards marked as fraud and I can not get a refund from the company.

    • Initial Complaint

      Date:05/23/2023

      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 allowed my son (***************************, ******* **) to use my credit card and order from Stitch Fix. He was very dissatisfied and returned the items per the companys policy in their shipping bag. My son had an email from stitch fix confirming the package was returned and credited my card. However, for several months, they continue to charge my card putting it over the limit. After many emails with the company, they have now stated he received 3 packages and thats what Im being charged for. He did not receive other packages and I want the charge attempts to stop.

    • Initial Complaint

      Date:05/22/2023

      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 several unresolved issues with this company. My biggest complaint is that they owe me $74 in refunds which I have not yet received. I ordered 2 tops off of their website and returned them with prepaid packaging and labels that they provided. I sent one of these tops back nearly 3 weeks ago, no refund as been issued and when I inquire about it all they tell me is that the item is on its way back to us, we'll process your refund as soon as possible. the item only took maybe a week to get here so after 3 weeks it should've been back by now. I cannot track this item and stitchfix will not tell me where the item is according to their system. I have made them aware multiple times that their system does not allow me to track orders and they say they are looking into it but it has been almost a month and they have not resolved that issue either. I also cannot use their live chat system for support any longer and they know about that issue and cannot resolve that either apparently. I believe I am being scammed out of money, thus far to the tune of $74.

    Stitch Fix is NOT a BBB Accredited Business.

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