Complaints

This profile includes complaints for Carbon2Cobalt's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Carbon2Cobalt

  615 State St Ste A Santa Barbara, CA 93101-3301

  
• 

  Carbon2Cobalt

  1740 Jones Way Los Angeles, CA 90033

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:01/26/2023

  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.

  An item(s) I purchased from the seller was returned to them using a prepaid return label included with the product. I tracked the return and it was received by the seller at their facility on January 12,2023. However a credit/refund for the product has not been issued as of todays date, January 25, 2023. Previous emails to their customer support department regarding this matter have gone unanswered. A phone call placed today to the customer service department was fruitless. The woman I spoke to, Linda, verified they had the returned product but could not tell me when a refund would be issued. Claiming they are “busy.”
  I then mentioned that a second item had also been returned and was expected to arrive at their facility today., according to UPS tracking information. I asked when I could expect this refund to be issued and was told she didn’t know.
  I do not know if they are in fact “going” to process the returns or simply ignore them. 

  

  Business Response

  Date: 01/26/2023

  We thanks this customer for their patience on our return/exchange process.  This is peak return
  season so during this time of the year returns/exchanges can take up to 3+
  weeks to receive and process.  We are doing our best to process returns in
  a timely manner.
  
  The returns department processed packages received 1/4& 1/5 today so we will get to the date we received the package within the next week or so and the second package will come later as we receive and process.

• Initial Complaint

  Date:01/25/2023

  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.

  I placed an online order with Carbon2Cobalt for a leather jacket. After tax and shipping $594.13 was charged to my bank debit card. My son did not like the item. I returned with the postage paid provided label on December 27, 2022. Carbon received on 1/5/23. To date I have not received my refund. I reached out via email and was given answer on 1/14/23 that they were just processing returns received on 12/21/22. I find this absurd. I returned items to other stores via mail across country (I am in NY) (some packages being received AFTER my package to Carbon on 1/5/23) and received full refunds already (large brand name department stores with high volume returns as well)

  

  Business Response

  Date: 01/25/2023

  I apologize for any delay or inconvenience with our return/exchange policy as we are cannot be compared to Amazon nor any large retail company as we are not that.  It is peak return/exchange season, and it can take up to 3+ weeks to receive and process returns/exchanges during all of January.  I have noted not to charge this customer for the use of the provided return label as well as we'll be refunding his original shipping/handling fee within a couple of weeks.  The returns department was working on returns today from 1/4/23 so this customer should see their refund coming soon.  

  Customer Answer

  Date: 01/26/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18894632, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  C******** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/19/2023

  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 purchased a medium Sloane Leather Jacket (Item 318010) from Carbon2Cobalt for my wife's Christmas present on Sept 22nd, 2022. I did receive it, but found out that it was the wrong size. I sent a detailed email address on Christmas morning to their customer service requesting a "Return Label" to exchange for a large size. I never got a response so have called them multiple times, talking with customer service and a supervisor. They promised to send a large size jacket to me because of the frustration-but have never sent it. I have spent almost 2 hours on the phone and multiple emails trying to resolve this. I am beyond frustration with their lack of follow up and no resolution. It was a very expensive gift ($400+) and I can't seem to get anywhere with this company. I looked online and noticed my experience is eerily similar to many other customers. I appreciate your help with this matter. The order number is: SO******5
  Sincerely, R***** ******* *******
  Mobile Ph: ###-###-####

  

  Business Response

  Date: 01/19/2023

  We have emailed this customer back 3x since 12/28/22, I am able to view the replies from our service email.  We had sent him a few ups return labels, and we typically never issue an exchange for a leather jacket before receiving the returned jacket due to the price point.  One of our customer representatives spoke to this customer today, and he finally received one of the labels we set up for him and returned his jacket.  We are making an exception and shipping his exchange in advance since his return is in the mail, and we are able to view this with the return tracking number.

  Customer Answer

  Date: 01/19/2023

  
  
  
  
  I am rejecting this response because: The business is telling a partial truth. They sent the return label to an incorrect email address which was communicated to them more than once. We finally received a label and, as instructed by Lashonda, waited for the correct size to arrive before returning the jacket to avoid a double charge.  Furthermore, typically, a return label is included with the packing slip, which in this case was not. That was why we contacted them in the first place. I find that suspicious. Yes, I spoke with Lashonda today. She said she received notification via the tracking number I provided that the incorrect size is being returned to them and assured me that the correct size will be shipped out "soon" and that she will email me the tracking number. When I receive the correct jacket, I will accept the business's response and will notify the BBB that the issue has been resolved.
  
  
  
  Regards,
  
  
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/10/2023

  This issue was resolved as we shipped the jacket to the customer, and it was delivered on 1/25/23.

• Initial Complaint

  Date:01/03/2023

  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.

  I ordered a jacket and a back pack. I never received them. I ran tracking and it says i received it today at 1:45. I have been home all day and nothing was delivered by them. I did receive 2 amazon packages and got them fine but the package from this company did not come. I want a refund

  

  Business Response

  Date: 01/04/2023

  I sent an email to this customer to confirm if the lost package was located.  If not, we can issue a refund next week as we are performing our annual inventory count, and we cannot make any returns/exchanges in our system this week.  I'll await a reply from the customer.

  Customer Answer

  Date: 01/05/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18668102, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  K***** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/29/2022

  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 ordered a package of 4 requisite boxer briefs for my husband for Christmas. The colors, fit, materials, etc. were all fine and it arrived in time for Christmas. However, there is NO FLY . The last I knew most if not all men's briefs had a fly. I spoke with someone on the phone and she was very polite and said ON LINE there is another picture that shows there IS a FLY. In the catalogue it doesn't indicate that there is no fly. Please make it clearer for any future customers in your catalogue. Thank you.

  

  Business Response

  Date: 01/02/2023

  I will pass on this feedback as this item does not have a functional fly.  I apologize for any inconvenience, and I have noted not to charge you for the use of the return label.

• Initial Complaint

  Date:12/29/2022

  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 purchased a product from carbon 2 cobalt on Nov 27th 2022 which was delivered 12/2/2022. The product received was not as pictured/represented in their catalog. I called them that day to request authorization to return the item and authorization was given by a customer service representative. I properly filled out their return form, re-used the original packaging and their specific UPS mailing label and shipped the item back on 12/8/22. Package was delivered to company by UPS on the morning of 12/13/2022.... Now 15 days later it still has not been processed.
  
  Order # SO*******

  

  Business Response

  Date: 01/02/2023

  It can take up to 3-4 weeks to process returns/exchanges during our peak holiday season.  Thank you for you patience, and I'll note not to charge you for the use of the return label.

  Customer Answer

  Date: 01/02/2023

  
  
  
  
  I am rejecting this response because: On Dec 19 or so a customer service rep for the company told me 10-15 days which is ridiculous to process returns and now they're saying 2 or more times that. Horrible, simply horrible response....what next: blame Covid 19 again!!!
  
  
  
  Regards,
  
  
  
  T****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/03/2023

  Our representatives have always been trained to let customers know returns take up to 2-3 weeks at lowest part of season so if someone mis-spoke, we apologize.  During peak season, the return lead time is higher.  This is peak season.  We are conducting year end inventory this week so this is why the lead time also increases, we are not able to process returns/exchanges for most of this week.  Thank you for your patience, and I hope you understand.

• Initial Complaint

  Date:08/08/2022

  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 for several shirts in late May/early June for Fathers Day. On 6/29 I received an email stating the item was delayed. On July 12 I reached out to customer service to get an eta or if it would be much longer requested a cancellation and refund. On July 20 I sent another email requesting them to credit my card back and again on July 21 I sent another email to Lauren asking her to please cancel the order and refund my money. I received a response that day letting me know my card has not been charged and the order was canceled. On August 4 I received notice from my bank that Carbon charged me almost $120 and shipped my item. I immediately emailed them to let them know my order had been cancelled and my card should never have been charged. I also requested an immediate refund for a transaction I did not authorize and was told there was nothing they would do. They shipped the item and I would have to return it before they credited my card back. Unfortunately, the money they stole was money that was for our summer vacation and screwed with my finances. The estimated delivery for an item that was cancelled and clearly a mistake they made will not be delivered until we are on vacation. There will be no one to receive the package and I have no way of guaranteeing it will be there upon our return. I would like for Carbon to correct this situation and stop stealing from their customers. If it is an honest mistake, correct it and out the money you stole from me back into my account. It is your responsibility to find a way to get it back to you since you are the one that shipped it. We are on vacation and not responsible for returning something that was not ordered.

  

  Business Response

  Date: 08/12/2022

  The representative that emailed with this customer made a mistake by not removing the requested item from the order as per the customer's email.  I personally emailed this customer my apology for the human error once I had already issued a refund for this item.  I asked the customer to keep the shirt that was shipped as a customer courtesy gesture.  I hope the customer can forgive our mistake and shop with us again.