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:12/13/2024

  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 have contacted them multiple times to return an item where I received the wrong size. I ordered a size 6, and they sent a size 9. They will not respond to me to resolve this issue.

  Business Response

  Date: 12/13/2024

  Thank you for reaching out with this concern. We apologize for the delayed response. We are a small team and we are in peak holiday. It is taking us a bit longer in our response times than we would like. We did just send a pre-paid return label to send the boots back for a full refund. We also responded to the original email chain and I have provided all of this information in the attachments above. Again our sincere apologizes in the delayed response.

  Sincerely,

  BHFO Team

• Initial Complaint

  Date:12/09/2024

  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 two pairs of rag & bones jeans from Bhfo on 11/7/24. Both represented as new with tags. I received two pairs on 11/13, one as described the other mislabeled, used, with tags in the pockets, and a rip across the back. I sent photos and got a return merchandise label. They received the damaged jeans on 11/18. I heard nothing back and no credit on my card. On 12/4 I emailed asking for the credit status. On 12/6 I received an email stating sorry, these are not the jeans we sent. No, they were not the jeans I ordered. They were most definitely the jeans Bhfo sent.

  Business Response

  Date: 12/12/2024

  Thank you for reaching out. Reviewing this information I see that these jeans were returned to ** and because they were returned with out the BHFO tag the returns team was unable to confirm we provided this item to the customer. These jeans were only sent to this one customer and were not an item from a previous return. The item came back in a pre-owned condition. After the customer reached out insisting that these are the jeans he received we decided to refund the item in full with the possibility the item could have been overlooked in our QC process when we initially received it. We apologize for the inconvenience.
  

  Sincerely,
  
  BHFO

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22652425
  
  I am rejecting this response because:

  Bhfos response implies that I, the customer may have conducted nefarious business. I received a used, mismarked, damaged product. I flagged this the day I received the Bhfo shipment. I do not appreciate the language used in bhfos response to my bbb complaint ( the possibility that they may have s not me the damaged goods.) I had to go through a rma process, a long delay, a denial, and outreach via bbb and social media to obtain a refund  

  Bhfo, it would be better if your response here was similar to the sincere apologies sent to me via ******** messenger ( directly pasted): 

  Hi ***, I did send this information to be reviewed further. When we send items out they usually have our tags attached to them. When the returns team got these back because these did not have any of our BHFO product tags on the item. The team assumed the item was intended to be returned to a different seller. It happens quite frequently. We believe these were sent to us in this condition from the manufacture/brand owner by mistake as you were our only customer we shipped this item to. They believe this item was incorrectly received and should not have been sent. Our sincere apologizes and they are processing the refund now for this. You should see an email shortly. Please let me know if we can assist any further. Thank you.

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:09/30/2024

  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.

  They will NOT permit returns even when they have mis***resented the size of an item.I ordered ***** ******** jeans that were ***resented as being a size 26.The jeans they delivered were a size 25 (as listed on the tab in the jeans. I immediately tried to get a return ******** took several days of constant emailing to get someone to respond. The customer service *** said "Send me proof"!I emailed BHFO several pictures of the ***** tap which listed 25 and the BHFO tag which listed it as a 26 and the online ad which listed it as a 26.The customer service *** said that they had to get in touch with a ********** was two days of calling/emailing and now it is two weeks later and I do not have the return label for the jeans.They made a mistake. Then, they lied about the return policy. They mislabeled and mis***resented the item. I am out almost $100 because they make you pay for shipping.This is a fraudulent activity from a company. I do not recommend ANYONE purchase ANYTHING from this online store.I still am waiting for some customer service manager to send me a label to return something they sold by misleading me about the ********* of experience: September 28, 2024

  Business Response

  Date: 09/30/2024

  Hello, Thank you for bringing this to our attention. We are typically able to respond to messages within 1-2 business days however fell short on this occasion and are deeply sorry. After receiving this information we have provided the customer a return label to send the item back to us. We have already refunded the original shipping charged and waived the return fee as the item was not as described. I have attached documentation of all of the steps taken to make this right. I apologize again for this inconvenience.

  Sincerely,

  Jessica

  BHFO

• Initial Complaint

  Date:08/05/2024

  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.

  BHFO steals money from customers by not refunding returns per their return policy. I purchased two pairs of boots from BHFO through Amazon. I returned both of the pairs of shoes brand new unworn and in original packaging, within the allotted return time frame. This was done through two separate return requests, about a week apart. I was given a refund for the first pair of boots (shipped under tracking # 1Z C1G 214 90 5192 4546) but was never refunded for the second (shipped under tracking # 1Z C1G 214 90 5506 9553), even though both tracking numbers show delivered. I have attempted to get in contact with the company and have had no response. I disputed this charge with my credit card, and BHFO had the audacity to tell my credit card that I was owed only a partial refund for the one pair of boots. It has been 5 months, and I am still owed $104.22 from this BHFO for the item I returned to them that shows it was delivered.

  Business Response

  Date: 08/05/2024

  Hello, Thank you for the email. Looking into this order I show that the order has been refunded for both items. The only thing not refund on the order was the original shipping charge and some of the taxes. Per our policy we do not refund original shipping and Amazon handles taxes. I have attached screenshots showing what has been refund and what has not been refunded. If any of the funds showing were not provided to the customer it would be on Amazon. As the 3rd party we tell Amazon to refund and they provide the refund. Please don't hesitate to reach out directly to us at *************************************** and **************.

   

  Sincerely,

  *******

  BHFO

• Initial Complaint

  Date:08/02/2024

  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.

  Hello BBB,I made an order, 296287BHFO, around July 8th and returned my order soon after receiving it due to not liking the fit. I have yet to recieve a refund for my return. When reaching out to customer support about 6 days ago, I was told they have not yet processed the return. I have sent two followup emails for an update and they have not responded to my reach outs. I would like an answer on when I will be refunded? It has been over two weeks now since I returned my order and I am surprised they are ignoring my reach outs as well as delaying on my refund. -*******

  Business Response

  Date: 08/08/2024

  Hello,

  Thank you for your patience while we looked into this. I apologize for the messages that were missed and we have been in contact with the customer since. The customer opened a return for their order on July 13th, 2024, and we provided a pre-paid shipping label to the customer. Tracking states that the package was delivered on July 22nd, 2024. As of today, we still have not received this return package from the customer. 
  
  We reached out to the carrier, ***** to help us locate the package. **** states that the label provided to the customer to return their order does not match the label scanned during shipping. During the shipping process **** takes photos of the package's shipping label. In this case the label on the package had the correct barcode but everything else about the package's shipping label had been altered. **** uses GPS when delivering packages, when this package was scanned as delivered the address it is showing delivered to was not BHFO. It was showing delivered to the altered address on the shipping label. **** also stated that because the package was not addressed to BHFO they cannot retrieve the package. 
  
  We will not be refunding the customer for this order because the package was NOT sent using the carriers pre-paid label as we provided. We have attached the label we provided with the ship to address of BHFO.com RETURNS and the altered label that was actually used to mail the package addressed to MWFC RETURNS. Thank you again.

   

  Sincerely,

  BHFO

• Initial Complaint

  Date:06/05/2024

  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.

  I received my order #******BHFO on 5/31/24 and it is obvious that the dress is used-it has snags, dirt and pilling around the neckline. I contacted the company and sent them pictures but they denied the damage and refused to make any adjustments or refunds. I have been taken advantage of by their false product descrition and advertising

  Business Response

  Date: 06/24/2024

  Hello, Thank you for reaching out regarding the concern. We are a factory outlet online store. Like every outlet we sell overstock from other retailers. We purchase our inventory directly from the manufacture and high end department stores. Some of our items where originally being sold in a retail environment and have been tried on and handled more than an item purchased directly for the manufacture. That is why we are able to sell things at such a large discount than if you did buy it from a department store or directly from the department store. The customer did reach out and provided photos of the concerns. The photos showed very minor defects that we would not typically provide a refund for. I do apologize for any confusion around this. We are willing to provide a one-time courtesy and refund this item for the customer. There is no need to send the item back. The customer can keep the item or donate the item. I have attached screenshots of the email that the customer received once the refund was processed.  

  Thank you,

  ******************

  BHFO

  Customer Answer

  Date: 06/24/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:05/15/2024

  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.

  Re: Order #******BHFO April 25, 2024 - purchased two pieces of clothing for my upcoming vacation in a week time.I allowed what I thought to be sufficient time to allow the postage from **** to *********, ******* *******April 27, 2024 DHL E Commerce sent an email requesting the duty fee. Same day I paid $ ***** May 3, 2024 I began follow up email communications with DHL E Commerce, Uni Uni Delivery and BHFO. All three companies cannot correctly justify to date where the package is currently.May 13 - DHL E Commerce agent further advised that I should contact BHFO and cancel the package. I agree.May 14, 2024 - the guaranteed date per DHL E Commerce for package delivery; although tracking advised that a local company UNI UNI will deliver the package. Never heard of this company. Researching online indicates that this delivery company is used to deliver numerous deliveries originating from *****. I pause to think of the numerous amount of packages this company requires deliveries. My package from you seems a short distance between **** and *********, ******* a suburb outside of ******* My collective devastating efforts to obtain a response from these three entities remains frustratingly elusive, hence my direct appeal to you for corrective action. BHFO *************************** has totally ignored all email communications with me which shows no semblance of professional acumen.I have made purchasing from BHFO before primarily having the delivery done through Amazon and deliveries to ****** without incident. This avenue was not afforded for these two items. I am optimistically requesting a full refund of $74.97 US for the merchandise purchased on April 24, 2024. Refund to my PayPal account the method of payment to BHFO on April 25, 2024.

  Business Response

  Date: 05/16/2024

  Hello, the customer called us on May 9th, 2024 inquiring about delivery. As they are an international customer living in ****** we informed them of our terms listed below:

  Our standard international service is DHL Mail Service (there are no brokerage fees associated with this shipping method, delivery would be made by the same carrier that would deliver a **** parcel). Sorry, but we do not adhere to requests for a preferred service when selecting our standard international service. Standard parcels can take in excess of 4-6 weeks to arrive due to customs delays, but typically arrive within 2 weeks.  ********************* can arrive within 3-5 business days to most locations and ships via *** Expedited.  For guaranteed tracking, we recommend selecting **** Priority Mail International or our *********************** Service.

  We do state to allow up to 6 weeks to arrive due to customs. We will happily issue a refund if not delivered by June 7th, 2024.

  Sincerely,

  *******

• Initial Complaint

  Date:05/10/2024

  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 made an order on shop.com on 4/30/2024. The order was shipped and arrived on 5/5/24 I emailed shop.com and made several calls through the past few days trying to return this item. I was advised that this item was shipped by a third party vendor BHFO. After doing further research I realized BHFO is a scam. I would like to return the item For my full $149.45 refund . Both merchant refuses to provide a return address

  Business Response

  Date: 05/20/2024

  Hello,

  I see that Shop.com reached out to us requesting the return instructions for this customer. We sent the customer and Shop.com the information below on 5/15/2024:

   

  Thank you for emailing us. I am sorry to hear this didn't work out. We are more than happy to take this back if you wish to return. I've included our return information below. You can certainly include the packing slip and state the reason for the return. If the packing slip is not available you can write on a piece of paper and include your order number, your first and last name and the reason for the return. All item(s) must be returned in original, unused condition within 30 days of receiving with original tags/packaging. Once we receive the return back at our facility, we will proceed with a refund for the item. You will receive an email notification as soon as the refund is processed, thank you. If you have further questions, you can reach us at ************, Thank you.
  
  Our mailing address is:
  
  BHFO Inc.
  ************* SW
  ************, IA 52404
  
  Thank you for your business! We offer thousands of new designer fashion daily so dont forget to stop back to snag a deal before its gone!
  
  Sincerely,

  *******

  BHFO ************ Better Prices

   

  Once we receive the item back we will provided a full refund within 1-2 business days. An attachment of a screenshot as been provided.

   

  Sincerely,

  *******

  BHFO

  Customer Answer

  Date: 05/20/2024

   
  Complaint: 21692104
  
  I am rejecting this response because: I returned the item the vendor website specifically states the refund process takes 14 days I would like to wait the full 14 days to ensure my refund is processed before I close this case 

  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/21/2024

  Hello, we have received the customer's return and have provided a refund as of 5/20/2024 at 4:28pm Central Time. The screen shot attached is showing it was successfully refund. It can take 3-5 business days to see the refund back to the original form of payment.

  Thank you,

  *******

  Customer Answer

  Date: 05/22/2024

   
  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,
  
  *************************

• Initial Complaint

  Date:02/19/2024

  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.

  On 1/28/24 I ordered Olukai shoes ( color Pavement ) on Amazon from BHFO. Shoes were shipped via *** and receive 2/2. When I opened the box the shoes were NOT the correct color. The color pavement I ordered is a dark grey..the shoes were a light tan color. They sent the wrong color also the box the shoes were sent in was not an Olukai box and the shoes were loose inside the box and had NO forms in them to maintain the shape of the shoes. They were poorly packed I notified the shipper for authorization to return the shoes. Authorization was issued and the shoes had to be returned via *** not the usually Amazon drop offwhich was another pain and I had to have a label printed.i do not have a printer. I packed the shoes and put their outside labels inside the top of the box. I brought the shoes to *** for shipmentI received a receipt and tracking number.The shoes were delivered back to BHFO on 2/12 and signed for by their employee Gunner. I then contacted BHFO inquiring as to when I should expect my credit card to be credited. I was informed that I did not sent back the correct shoes.Well, they sent the wrong ones to start outI sent back the shoes they sent me. Then they said I did not include their tags.i informed them that their tags were placed inside the box on the top of the inside . I asked if they had checked therethey refused to answer my question. This went on for almost a week of back and forth messages. They refused to issue a refund.they sent the wrong shoes and are blaming ME for their mistake. It sound like a scam to me. I have notified my credit card company and also have notified Amazon, Amazon will lose customers if they allow such a business to scam their usual customers. Im warning other customersstay away from BHFO. They are NOt customer friendly. They will blame you for their mistake and refuse to credit your account.

• Initial Complaint

  Date:09/26/2023

  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.

  Order number ****** Tracking ************************** I ordered a dress on 9-18-2023 and they mailed me a dress that still has the ink security tag on it. I emailed them a video and a picture. They do not work on weekends and have limited hours. They finally got back to me and requested that I pedal the dress to random different department stores and beg for other businesses to remove the ink tag for me. I chose to purchase online so I wouldn't have to walk into a store, I do all of my shopping online. It is a jewish holiday, Yom Kippur, and this dress was purchased to wear on said holiday. They mailed an item that can't be used, I have a dress with a security ink tag attached to it and want my money back. I do not work for them they weren't even apologetic and I am appalled that they think I need to go around fixing their mistakes. Also because of their mistake I have nothing to wear. This has never happened to me before from purchasing an online item...never...I want my money back this is taking up way too much of my time. I don't have time for this. I don't trust them either.

  Business Response

  Date: 10/06/2023

  Thank you for reaching out! We are very sorry to hear that the dress was received with the ink tag still attached. We do try our best to have all tags removed during quality control, however as we all are human some things do get missed. I am showing we responded to your messages and asked if you would be willing to try and take the item to a department store near you to see if this could be removed, as most places will not have an issue doing this if you can provide some sort of receipt or invoice. We are happy to accept the item back for a full refund and replied as such to the PayPal case you opened as well. Please feel free to email us directly at *************************************** with any further questions as we are happy to help. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20654349
  
  I am rejecting this response because: I do not have time to drive around to department stores begging them to fix your human error. I do not have time to respond to these messages and all these claims I have had to file to get a response from you. I do not have time to pay for ink shipping labels containers and has to drive it to a mailing destination. It's not my responsibility to fix your human errors. I used PayPal and ***** had buyer protection. You shouldn't expect customers to pay for your mistakes I've already spent hours fighting this and want that time back. Time isn't free. I'm sorry you don't value my time. I'm sure you're getting paid for your time. I charge $350/hr for my time.
  
  Sincerely,
  
  *************************