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:06/16/2025

  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.

  Dear Better Business Bureau, I am submitting a formal complaint against BHFO due to their failure to address a defective product issue in a timely manner. I ordered a dress from BHFO for $118.51 on June 8th 2025, the dress was advertised as a size 10. Upon receiving the item, I discovered that, despite being labeled as a size 10, the dress was not accurately sized and was defective, as the zipper was stuck and the fit was inconsistent with standard sizing. I immediately contacted BHFO regarding this issue, and they requested evidence, which I promptly provided. I sent images of myself wearing the dress, clearly showing that it would not zip due to improper sizing and a faulty zipper. Additionally, I provided comparative images of other dresses I own in size 10 to demonstrate the discrepancy. Despite their initial request for evidence, BHFO has since gone completely silent and has failed to provide any resolution. I made it clear in my communication with them that this dress was purchased specifically for an important event happening this weekend, and I urgently need either a replacement with accurate sizing or a full refund. However, BHFOs sudden lack of response has left me without options and caused unnecessary inconvenience. I kindly request BBBs intervention in holding BHFO accountable and ensuring that this matter is resolved promptly. I expect either an immediate refund or a replacement that matches the correct sizing. Please advise on the next steps to escalate this matter effectively. Thank you for your time and assistance.

  Business Response

  Date: 06/17/2025

  Hello,

  Thank you for emailing us. We are sorry to hear that the item was not as expected. I apologize for the delay in the reply. All emails are responded in the order they are received. We are not here on Sundays and it can take 1-2 business days for a reply.  
  
  We are not the brand owner or manufacturer of the goods. For this reason, we are unable to confirm if an item will run true to size or will fit a particular individual. We do realize that styles and brands vary, and it is sometimes challenging to purchase clothing online, so we encourage you to visit the brands website for additional measurements
  
  We have issued you a prepaid label to send this item back to be reviewed since this is a Final Sale item. The photo of the defective zipper is blurry and hard to tell with is wrong. Once our returns department can confirm the zipper is defective you will receive a refund. If there was no error made on our end you will receive refund of the item cost and will be charged for this return.  
  
  We have noted your order with the information and asked the returns department to review this. You should be receive the prepaid label in an email shortly.
  
  Please let us know if you have any further questions. Thank you.

  BHFO

• Initial Complaint

  Date:06/16/2025

  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 six pair of shoes. Two pairs were damaged and I sent pictures and an email to bhfo customer service. ******************** promptly responded to me and sent me a link to initiate a return. Once I began to complete the return form, I realized that the credit card refund is less than the store credit option. I followed up with BHFO and called them but they did not respond. Items are damaged. Its not my fault that I want to return items. I am not certain whether I want to keep shopping at *** and want a full refund.

  Business Response

  Date: 06/26/2025

  Hello,

  I apologize these items were receive not as expected. We do state on the return page: Once we receive the return item(s) back to our warehouse and validate the return reason, we will refund the pre-paid return label cost for "item damaged" and "Received wrong item" return reasons. I apologize if this was missed. You will not be changed the $10.99 return fee for the damaged items in this order and will receive a full refund. Please let us know if we can assist any further. 

  Thank you,

  BHFO

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23467898
  
  I am rejecting this response because: you are misstating the facts. Once I clicked on the link that you sent me to initiate the return, I was given two options: accept a full return via a gift card or be charged a handling fee if I wanted a credit on my credit card.

  A handling fee is different from a shipping fee. This business engages in shoddy business practices- selling used and damaged goods, and then wants to charge a handling fee for a return of damaged goods. 

   

  
  Sincerely,
  
  Em Kac

  Business Response

  Date: 07/07/2025

  Thank you for following up. I apologize for any confusion. Once you have followed the steps shown in the attachments with this message it will inform you that "Once we receive the return item(s) back to our warehouse and validate the return reason, we will refund the pre-paid return label cost for 'Item is damaged' and Received wrong item' return reasons." This means that you would receive a full refund on these items. The $10.99 return shipping fee would not be subtracted from your refund. Please feel free to reach out to us directly with any additional questions.

  Sincerely,

  BHFO

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23467898
  
  I am rejecting this response because: once I initiated the return, I was given two options: 1)gift card return for a full amount and 2)credit card return less handling fee. The way the options were presented, it appeared that I wouldnt be able to get a full refund if I chose a credit card refund. 
  

  In the past, I wasnt given this option. The business is not willing to give me a credit card refund.

  I am disappointed. 

  
  Sincerely,
  
  Em Kac

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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.

  Bought shoes from them online. Shoes arrived and appeared substantially used, so much so that, due to prior wear, the printed name on the inside of both shoes were missing letters. I sent am email with photos to the seller requesting either a deep discount or return authorization for a full refund. Seller denied my request.

  Business Response

  Date: 05/05/2025

  Hello,

  Thank you for reaching out with your concern. I see that a member of our team has reached out already and provided a pre-paid return label to send the item back to us. Once we received the item back we will refund the order in full. Please let us know if there is anything else we can assist with.

  Sincerely,

  BHFO

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair 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 bought a dress which I received that was torn along the seams I contacted Bhfo to resolve the issue with them. The *** told me she has escalated to issue to her manager and they would get back to me . It been more than two weeks I have had no feedback and they are not responding to my follow up emails

  Business Response

  Date: 04/23/2025

  Hello ******,

  I apologize for the delayed reply. I see that our team provided a return label to send the item back for a full refund yesterday. Our goal is to respond to messages in 1-2 business days and in this case we did not meet this expectation I am sincerely sorry for this. You are always welcome to call during business hours and speak directly to someone on our team (no automated messages) and we can resolve any issues for you that way as well. Please reach out by phone at ************** with any questions or reply to the last email sent.

  Thank you,

  BHFO

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair 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 order for boots on February 15, 2025, and have not received my item. I received one email that said my item was shipped, however nothing has arrived. When I try to contact the business I do not receive a response.

  Business Response

  Date: 03/18/2025

  Hello,

  Thank you for reaching out in regard to your concern. I am sorry to hear that your order was lost by the carrier while in transit. I see that you were working with one of our team members on a claim with the carrier and have since been refunded in full for this order. I do apologize on how long it took to hear back as the claims process can take up to 10 days for us to hear back from the carrier. Please reach back out with any additional questions or concerns. Thank you.

  Sincerely,

  *******

  BHFO

  Customer Answer

  Date: 03/19/2025

   
  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:02/03/2025

  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 pair of shoes from ****** and it shipped them back within a timely fashion. They were simply worn around the house to make sure that they were acceptable for me to wear and they werent so I took them back. They are saying that they were used and they wont give me a refund and then they kept my shoes I had to request to receive my shoes back and you want aprepaid label for me to ship me my own shoes back then we will not give me my refund. I was simply like one of the other done not at my expense. I have contacted ****** twice to help me and they havent been able to figure it out either.

• Initial Complaint

  Date:01/28/2025

  Type:Sales and Advertising 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.

  My order# is **************. I placed an order for 7 dresses with BHFO on **** on 9/2/24 for $273.39. All the dresses were advertised to be brand new, with tags. However, what I received was significantly not as described. All of the dresses were heavily used, soiled, ripped and had noticeable odor. Seams and beadworks were coming apart. Clearly, this was not advertised within their **** listing description or images. I contacted the seller immediately upon receiving the package on 9/6 for a resolution. The seller did not respond until days later with an unhelpful automated response. I waited for a resolution and the seller stalled by being non-communicative. They finally responded with a partial refund of $20.06 if I kept 4 of the dresses and returned the rest. The seller finally sent me a return shipping label for the remaining 3 dresses after weeks of going back and forth. I sent back the dresses for a refund of $136.82. *** tracking# 1ZE660299093531108 shows confirmation of delivery. It's been weeks now and the seller have refused to process the refund. BHFO have been uncooperative and is still operating under bad business ethics. All of the items I returned have been relisted on BHFO's **** store as of this date. I am requesting for a full refund for the items I returned. Additional information is available upon request.

  Business Response

  Date: 02/07/2025

  Hello,

  Thank you for reaching out in regard to your concern. Our team has reached out to the customer in regard to this order and we were able to get the customer refunded outside of **** as **** only allows sellers to refund the customer up to 90 days after an order is placed. I do apologize for any confusion around the return time frame. I see that the customer reached out to us September 6th, 2024 after business hours and we responded to their messages the next business day, September 9th, 2024. We informed the customer that we were going to have all the information she provided to us reviewed. On September 11th we provided a return label to have all the items in question returned for a full refund.

  The customer then requested to keep a couple dresses for a discount. It took time for the customer and ******************** to come to compromise on the customer keeping a couple items for a discount and returning the remaining dresses. On all of our **** lists we provide our customers information about what it is we sell and what they can expect of the items they purchase. We are a outlet and some of our items have been for sale in a retail environment and can show signs of being tried on and handled.

  BHFO's return window doesn't change because we issued the return label instead of **** issuing the return label. The 30 day return window is set by us, BHFO and provided on all of our listings. Please feel free to call us at ************** Monday-Friday 7:30am-4pm Central Time with any questions.

   

  Sincerely,

  BHFO

   

  Customer Answer

  Date: 02/16/2025

   
  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,
  
  ******* Le

• Initial Complaint

  Date:01/23/2025

  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 1/2/25, I ordered a 2 piece skirt and jacket suit set from BHFO. On 1/12/25, I received a 2 piece pant suit from BHFO in a completely different style. Naively thinking that BHFO had made an honest mistake, I reordered the correct item plus 4 additional items on their website, because I didn't want the original item to sell out and they had a sale. I then proceeded to immediately contact BHFO with photos of the incorrect item, as well as the BHFO tags attached, and the packing slip, but they never responded to me and as of today, nearly a month later, I haven't received a single response from them. I have emailed BHFO on 1/12, 1/13, 1/15, 1/18, 1/20 and 1/22 and have informed them of their mistake, asking for a refund. I also still have not received the second order I placed on 1/12/25, although the tracking number shows that it arrived in ******* a week ago. Please note that we have not experienced any weather events or snow storms during this time. Now I fear that once I receive the second order (if I do), I will learn that I was scammed on the second order as well. When I placed the order, I didn't know they were an unresponsive company or else I would have never ordered again. Reading their complaints on BBB which follow a pattern of sending the wrong items and then not responding to their customers, I fear that I have lost over $200. As of today, 1/23/25, and after having contacted BHFO 6 times using both their email address and their online contact form, I have not received a single response. I'm hereby requesting a full refund including the shipping cost for both orders.

  Business Response

  Date: 01/28/2025

  Hello, We apologize for the delay in getting back to the customer in a timely manner. We have reached out to the customer by phone and provided return labels for both orders. The customer will receive full refunds for both orders including the original shipping. The customer opened a charge back with her bank for the first order and it has been accepted on our end. Please reach out with any additional questions. Again our sincere apologizes for our error.

  Sincerely,

  BHFO

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22849000
  
  I am rejecting this response because as of 1/29/25 I still have not received the promised refunds so I would like to wait until I've actually received the refunds before I close my complaint. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/10/2025

  Hello, following up on this as the refunds were processed on January 23rd and the items haven't been returned. After speaking with the customer on the phone she agreed to return both orders with the refunds being processed. Please return both orders as they have been refunded. I have provided the return labels here just incase the others were missed placed. Thank you for your help with this. 

  Sincerely,

  BHFO

• Initial Complaint

  Date:01/21/2025

  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.

  I am filing this complaint regarding a recent order I placed with BHFO. I paid $130 for next-day shipping on an item, and the company failed to fulfill the service as advertised.The order was placed on 1/19 and marked as shipped on 1/20, but I was later informed that because 1/20 was a holiday, the package was not picked up by the carrier until 1/21. As a result, the item will not arrive until many days later, which clearly does not meet the next-day shipping promise.I understand that holidays may affect carrier operations; however, **** did not disclose this information at the time of purchase. I would not have paid such an exorbitant fee had I known the delivery would be delayed. The companys customer service has refused to offer a refund or partial reimbursement, which I believe is unfair given that they failed to deliver the service I paid for.I am seeking a partial refund of the $130 shipping cost as compensation for this delay and the misleading nature of their service.

  Business Response

  Date: 01/23/2025

  Hello, Thank you for reaching out in regard to this concern. We are so very sorry for any confusion around our shipping policy. On our Shipping & Delivery page of our website it does outline that orders placed after 1:00 PM CST won't ship that same day. And because the following day was a holiday it didn't ship the next day as well. It is currently standard practice once an order is fulfilled and placed on the carriers semi our team marks them shipped on our end. If this wasn't a holiday the carrier would have picked up this load and it would have been in transit. The carrier did pick up this order along with others the following business day January 21st, 2025.The carrier noted on their tracking information that this package experienced a sortation delay. Because of this the package won't be delivered until today, January 23rd, 2025. We have provided a partial refund as requested in the amount of $70.29. Again our sincere apologies for this error.

   

  Sincerely,

  ******* *.

  BHFO

• Initial Complaint

  Date:12/17/2024

  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.

  Good day,I have reached out to BHFO because they sent me the wrong item. I ordered a brown shoe but they sent me a black shoe.I would like to return the order and receive a full refund.They have proven to be unresponsive as seen in the attachment.

  Business Response

  Date: 12/27/2024

  Thank you for reaching out. I am so sorry for the delayed responses. We typically are able to respond to all messages in 1-2 business days, however during the holidays it can take 2-3 business days with the increase in messages we are getting. I do see the same day you were refunded for the order that was lost by the carrier ****** had sent an email that they were unable to locate the order and she was refunding it in full. I am sorry if this was missed or you didn't receive it.
  
  My apologizes for the issues you have been having with your orders lately. The shoes you received incorrectly we provided the pre-paid label and have received them back and refunded your order in full. Including the shipping and insurance purchased on the order. I have attached the refund information and our previous emails.
  
  You can call us directly at ************** Monday-Friday between 7:30am-4pm Central Time with any questions to get a faster response.

   

  Sincerely,

  BHFO

  Customer Answer

  Date: 12/27/2024

   
  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,
  
  *** *******