Complaints

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

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• 

  AKIRA Headquarters

  201 N California Ave Chicago, IL 60612

• 

  AKIRA

  1500 Polaris Pkwy Ste 1170 Columbus, OH 43240

• 

  Akira

  27500 Novi Rd Ste D166 Novi, MI 48377

• 

  Akira

  2860 Cumberland Mall SE Ste 1141 Atlanta, GA 30339

• 

  Akira

  744 Lincoln Rd Miami Beach, FL 33139

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:12/03/2024

  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.

  AKIRA isn't honoring their own return policy(*************************************************************), which states:"If for any reason you are not happy with your purchase, eligible items* may be returned (received by the shipping carrier) within 30 days of the order date for a refund to the original form of payment, less the original shipping & handling fees.""Original shipping & handling fees" is widely used by retailers to refer to charges paid at the time of purchase - not later charges. If they want to charge $10 for return handling, they need to remove "original" from this statement. Also, the asterisk next to "eligible items" goes nowhere - there is no corresponding footnote - this policy is sloppily written. There were no shipping or handling fees on my order at the time of purchase, so I expect a full refund for the items returned. However, AKIRA wants to deduct $10 from my refund for shipping and handling. As a resolution, I would like a full refund of everything I paid for the items I bought, without a 10 dollar deduction. $318.36 is what I paid and would expect as a refund. It was my first order from your company and unfortunately I need to return everything because it didn't work out as expected. I am willing to return items in store if you prefer. And please update your return policy language to resolve this misinfo.

  Business Response

  Date: 02/21/2025

  We do not cover the cost of a return label to ship items back in this case. She expressed she didnt like the items she never mentioned she was unhappy with the carrier's delivery. She did not have to use our return label she could of used any carrier - Considered Resolved

  
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22633655
  
  I am rejecting this response because:
  
  Your business is not following the return policy stated on your website. You need to honor what is written, or rewrite it if you plan to charge customers for their label. You seem to not understand that what is written on your website's return policy communicates that customers will not be charged for the return label.
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 02/24/2025

  
  Complaint ID: ********
  Order# *******
  ******* ***********
  
  To Whom it may concern:
  
  We appreciate the opportunity to clarify our return policy. While we strive to ensure transparency, our policy does not cover the handling cost fee in using our return label.
  Our website states:
  "If for any reason you are not happy with your purchase, eligible items may be returned (received by the shipping carrier) within 30 days of the order date for a refund to the original form of payment, less the original shipping & handling fee."*
  To clarify, the original shipping fee refers to the cost of shipping the order to you, and the handling fee refers to the cost of using our return label to return items. However, we offer customers the flexibility to either return in-store for store credit or use a carrier of their choice to return items at their own cost.
  When a return is initiated through our return site (*************************************************), customers are presented with refund options and are required to agree to the $10.00 return handling fee before proceeding. This fee is clearly displayed, showing the refund amount minus the handling cost.
  On December 9, 2024, at 2:01 PM, ******* agreed to this fee and accepted the terms before completing the return request. For reference, we have attached the timeline confirming this agreement, along with a screenshot of the return selection process that explains the handling fee.
  Additionally, the return reason selected was "Size too small" for all items, which falls under our policy where return shipping costs are not covered.
  We hope this clarifies any confusion. Please let us know if you have any further questions.
  Best regards,
  AKIRA 
  
  

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 22633655
  
  I am rejecting this response because: 

  Please see the attached screenshots from the *******-******* Dictionary and ChatGPT regarding with "original shipping and handling" means. They back up my understanding that it refers to the shipping and handling fees charged at the time of the original purchase - since there were none, being charged a return fee later doesn't count as the "original shipping and handling".
  
  

  Second, regarding the screenshots you sent of your return form which mentions the $10 fee, that was not visible to me at the time of purchase. What was visible was the return policy on the website, and your return form which lists the $10 fee contradicts that. I had no choice but to accept those terms if I wanted to return the items and get any money back at all, since your team declined my request for a free return after I discussed the return policy with them

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

  Business Response

  Date: 03/06/2025

  Complaint ID: ********
  Order# *******
  ******* ***********
  
  To whom it may concern:
  
  We appreciate the opportunity to address this concern. Our goal is always to provide transparency and clarity regarding our policies.
  
  Return Label Fee Explanation
  As outlined in our return policy, customers have the option to return their items using a carrier of their choice or to utilize our prepaid return label, which incurs a handling fee. This fee covers the cost we pay to the carrier for the return service. If a customer chooses to use our return label, the associated fee is deducted from their refund.
  
  Return Policy Visibility
  Our return policy is publicly available on our website at the time of purchase, ensuring that customers have access to all relevant information before making a return. While the return form also details the return label fee, the website policy provides a comprehensive overview of all return options.
  
  We regret any confusion regarding these policies and appreciate the opportunity to clarify. Unfortunately, we are unable to refund the return label fee. However, as a gesture of goodwill and appreciation for your business, we would like to offer a $10.00 coupon for future purchases. Here is the one time use code: CS$10codexyz. This coupon will work on most all Final and Regular priced items with some exclusions. 
  
  Please let us know if you have any further questions.
  
  Best regards,
  AKIRA
  

• Initial Complaint

  Date:11/22/2024

  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 made a purchase of clothing and boots on September 27, 2024. In this purchase were pair of Azalea **** Siriusi Booties in white. I paid $69.90 for the boots. I wore the boots only once since I've purchased them. When I took them off I noticed that the sole was coming apart from the boot. I contacted Akira via email and notified them of the issue. I received an AI generated email stating to send pictures of the boots to a link provided and when processing the return to click "damaged". This I could not do due to the 30 day timeframe of the return. I contacted customer service via telephone only to be offered a $10 voucher to be used towards my next purchase. After speaking to another representative I was told to send additional photos in which I did. I was then notified that my request for a refund or replacement of the boot cannot he honored and was offered a $20 voucher towards my next purchase. I have spent a lot of money with Akira and for the amount of money I spent for the boots I should be able to get more than one wear out of them. I received a pair of faulty boots. I did not wear the boots within 30 days of purchasing them so I understand its past the 30 day timeframe but again I should be able to get more than one wear out of the boots, They started to tear apart after only one wear.

  Business Response

  Date: 02/21/2025

  We have a 7-day window to notify us of a damaged item - She was beyond 30 days in informing us. We offered a $20 coupon concession as a courtesy for a worn item. Considered Closed

  
  

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22591854
  
  I am rejecting this response because: I did not wear the boots within 7 days of purchasing them.  When I did wear them for the first time the boot sole started coming apart as shown in the pictures provided.  I paid $69.90 for the boots and should have been able to get more than one wear out of them without them falling apart. Bottom line is I was sold a faulty pair of boots that came apart after one wear and an offer for $20 credit towards a future purchase that's not going to happen doesn't compensate for the loss.  Why would I want to continue to shop and spend my money with the business and they cannot accommodate the customer for faulty items sold!!   
  

  Sincerely,
     
  ****** *******

  Business Response

  Date: 02/24/2025

  
  Complaint ID: ********
  Order# *******
  ****** *******

  To whom it may concern:

  After reviewing the images provided, we acknowledge the concerns. However, our assessment indicates that the item shows clear signs of wear, including heavily worn soles, nicks, and scuff marks beyond the issues you reported. Unfortunately, per our return policy, we are unable to accept returns or issue refunds for worn items.
  
  We provide customers with a ***** inspection window from the date of delivery to report any issues with their purchase.
  ************************************************************************************************************
  
  Your order (#*******) was purchased on September 27, 2024, and delivered on September 30, 2024. This means the inspection window extended through October 7, 2024, and the 30-day return window closed on October 27, 2024. However, we received your inquiry regarding the boots on November 19, 2024, which is beyond both the inspection and return periods.
  
  We strive to ensure the quality of our products and regret that this purchase did not meet your expectations. While we are unable to process a refund, our previous $20 store credit offer and a separate $10 for your review they still remain available as a goodwill gesture should you wish to use it toward a future purchase.
  
  Please let us know if you have any further questions or concerns,
  AKIRA
  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22591854
  
  I am rejecting this response because: I've only wore the boots once so I don't see where the soles are "heavily worn".  Dirty from walking on the ground yes and they are white in color but they aren't heavily worn.  Of course the bottom of the sole is going to be dirty I walked on the ground.  You can see in the photos I've provided that the sole is not heavily worn or ran down.  Also what does a **** have to do with the sole detaching from the boot?  I have provided pictures of that as well.  The bottom of the boot has nothing to do with the sole coming apart at the front of the boot.  The excuses from Akira are only to deflect that I was sold a faulty boot!  I should have been able to get more than one wear out of them after paying almost $70 for them.  Whilst they are offering $20 and a separate $10 to be used for future purchase that does not fix the boots I purchased and cannot wear anymore.  There will not be any future purchases because I wont be shopping at Akira anymore.  Make good with your customer!!  I've spent way too much money both online and in store to be going through this! I am very dissatisfied and disappointed with the customer service and the cheaply made faulty boots I was sold!
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:11/11/2024

  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.

  In placed online order with Akira on 11/07/2024. I paid an extra $30 for expedited shipping. I received the order and one item was missing out the shipment and they sent something that I did not order. I called Akira to let them know. I have received nothing but bad customer service. I informed the customer service representative that I needed the pants for a trip I was going to on Monday 11/11/2024 thats why I did expedited. They have willing to help me. They are making seems as if they sent they pants. I spent over $200 on the order. I buy from them all the time and I have never experienced this before. I would like my pants or my money back.

  Business Response

  Date: 02/21/2025

  The customer sent back the wrong item she received and we refunded her for the item she originally 11/22/24 purchased. Considered Resloved

  
  

• Initial Complaint

  Date:09/23/2024

  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.

  This was my first time ever making a purchase from your company. I have walked across your store many times in the and saw clothes I have wanted to purchase but couldn't afford to at the time. I finally see a jumpsuit that I have been eyeing for a while go on sale. Which it went on a 40% off sale. Like MOST of your items, they're not available to look or try on in store. I went to the checkout page just to see how much it would be with the discount and Shoppay logged in and automatically placed the order which was at 11pm on 09/17. The order shipped that same day 09/17 before I could cancel the order. Well I received the jumpsuit and I am livid!!. The quality feels like something I would've ordered from *****. The material is so thin and feels like paper. I called customer service and the stores to ask if I could just get a store credit and not my money back for the item if I returned it since the quality was cheap but since it was final sale they said they couldn't offer store credit. The order was never meant to be placed and there should always be an option to take care of a client especially if most of your stores don't have the items to try or feel the quality in person and also if the tags are still attached. How do you intent to keep first time buyers if this is their experience? All I'm asking for is a store credit not my money back which will still be used with your store. The item is unworn, unused and tags are still attached. 

  Business Response

  Date: 02/21/2025

  Our website states that we are unable to return final sale items per policy. The final sale was stamped on the photo on the web and at the time of purchase. The item was not defective. We offered a 15% coupon on the next purchase. Considered Closed

  
  

• Initial Complaint

  Date:08/28/2024

  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.

  On August 9th I placed an order which included Item #****** for $59.90. The item was in excellent condition and well-packaged (it is white), however, the size was wrong. I have since ordered the same item twice (order # ********* and #*******) because the item was discolored in some parts. I contacted Akira customer service to complain about the discoloration was told I could not get free shipping to reorder the same item but was offered a 20% promo code. Each time I return the item, I am charged $10. I am extremely frustrated because I am not sure why I cannot get a new, all white vest so I do not have to keep returning them and paying for shipping each time. I was trying to get the item for a birthday event I have on 9/6 and this situation is not helping. I would greatly appreciate a quick resolution.

  Business Response

  Date: 02/21/2025

  I reach out to customer and sent a $ coupon off code for a future purchase on 2/20/25 - Considered Closed

  
  

• Initial Complaint

  Date:08/24/2024

  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.

  Returned item I have sent several emails regarding my return of order #********* RMA ****** tracking *** 1Z9987RF9092430971. I have never received a response or my refund.

  Business Response

  Date: 02/21/2025

  Once a package is delivered for return - Policy states it can take 14 business days to complete from delivery to warehouse. The customer refund was processed on the 11th day after delivery. Completed within policy time frame 08/27/24. Considered Resloved

  Customer Answer

  Date: 02/24/2025

   
  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:07/09/2024

  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 made a purchase with Akira online and received a order confirmation on 4/30 at 6:49am -Order #*********. The order total was $196.36. I made the purchase through Klara with the first payment of $32.73.I received an email notification from Akira on 4/30 at 3:07pm that my order was shipped with **** Ground Advantage. I received an email from Akira that my order is out for delivery on 5/2 at 9:50am. I also received an email notification on 5/2/2024 that my order was delivered at 2:50pm. On 5/3 I called Akira helpline to let them know I received the wrong order. I received one pair of jogging pants that I didn't order. This box had no packing slip. They (Tierra D.O. asked me to email and send pics. I sent the email on 5/3/2024 at 3:31pm with the picture of the box and the item. Akira responded on 5/3 saying that it will be investigated and they asked me to complete the Akira Shipping Claim form. I completed the form and received a copy of the shipping claim form via email On 5/5 at 7:43am letting me know they will reach to me within 8-10 days with a claim update. On the same day at 7:48am, I emailed the support email to let them know if I can't get the products I'd like a refund vs a store credit since I never received the products. On 5/6 *************************** said they can't guarantee a refund. On 5/7 I received two emails asking for a list of all the items missing and pictures of the items with poly bags on top of them showing the white tags. I already sent them pictures. The item did not come in a bag nor did it have a tag or packing list. On 5/9 at 10:16 the Akira Claims Team said they denied my claim because they have video footage of my items being packed and proof of delivery by the carrier. We traded a few emails through 5/10. I made the point that they could've packed the incorrect box, but it fell on deaf ears. I made the dispute with ****** and Akira provided them the same info. ****** said I have to pay, but they have paused payments upon my request.

  Business Response

  Date: 02/21/2025

  Customer said missing items - camera footage of packing showed no error - The customer filed dispute with Klarna ******************** Won 6/13/24. Considered this Closed

  
  

• Initial Complaint

  Date:03/26/2024

  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 have ordered well over thirty orders in the last 90 days. However I only received two orders and the third was misdelivered and i wasn't offered a replacement Instead I have ordered it twice now and it is consistently being cancelled and I just need to know why. I have contacted my bank and set up account with Bolt according to the retail store. I do not understand please let me know what needs to happen for a great customer experience.

  Business Response

  Date: 02/21/2025

  We can look into this further if you could provide an order #?

  
  

• Initial Complaint

  Date:02/22/2024

  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.

  On 2/7/24 my return merchandise under order # ********* was received by the company and when I required about my refund on the 14th day the company sent me an email stating the items were final sale items therefore they are refunding me store credit. The items were not final sale items therefore I reject their store credit and have requested that they refund my money to the original form of payment $171.88. Ive enclosed a copy of the original invoice as proof that the items were not final sale. The invoice does not reflect that the items were final sale. This company is trying to keep my money which is unacceptable.

  Customer Answer

  Date: 02/23/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/21/2024

  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.

  On February 14, 2024, I purchased three jackets as gifts for my two daughters and my mom. The items were shipped promptly. However, when my shipment arrived on February 20, *************************************************************** size large. I immediately stopped the *** delivery driver who informed me the package was given to him open. My items were sent in an unsealed shopakira bag. I am attaching a photo to this email so you can seal the seal on the bag was not used. I contacted shopakira support immediately to inform them I was missing an item. Today on February 21, 2024 I received a reply asking me to attach a photo of the bag and wait ***** hours this is unacceptable. As a customer I should not be penalized for ******************************* mistake.

  Business Response

  Date: 02/25/2025

  We always must confirmed with our warehouse and have them review our camera to verify if an item was missed., this is why we needed the 48 hrs to have the team pull the footage of the order being packaged up. We did verify it was indeed missed and refunded the order for the missing item on 3/5/2024. Consider this Resloved