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:09/27/2023

  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.

  Hello. It has been weeks upon weeks I have been waiting for an item I purchased. The jacket sells for ***** plus s/h and state tax. I initally purchased the incorrect size. I returned it and was promised they would ship out the proper size to me. That has yet to happen. I have reached out and yet I still do not have the item I purchased nor do I have the tracking I was promised. I am reaching out to BBB for assistance becase my emails alone seem to have fallen on deaf ears. Route one took my payment but failed to provide me with the item I purchased. BBB please assist me. All I want is the brand new jacket I purchased from them. Nothing less.. nothing more. Please see below for proof of contact with this business. This is the most recent email contact with this business. There have been other emails between myself and this business and I am happy to provide proof of further contact If requested. Thank ******: Fw: Order #****** confirmed Route One Apparel <*********************************************************>To:************************ Tue, Sep 12 at 11:33 AM Hi *****,Thanks for reaching out. We actually received our Latest shipment earlier this week so this will be shipped out within the next few days. You will receive tracking and a confirmation email.Please let me know if you have any other questions!Thanks,****** CUSTOMER SERVICE AGENT @ **********************

  Business Response

  Date: 10/05/2023

  On 9/29/2023 ***** ***** filed a BBB complaint. In July she placed her initial order for pre-order which we had posted was back ordered and would arrive at the end of july. This date was pushed back to beginning of August and we were able to get Ms. ****** jacket out to her. However the jacket did not fit Ms. ***** and she used our return portal to request an exchange. When using our return portal, you are sent a return label that is sent to your email address directly from the returns department. Ms. ***** then emailed in that she could not find it and it was never sent to her. Our CS agent *** proceeded to help her by sending her an email back telling her to look through her spam to see if it was there, also not found so *** created a new return label for her and had her resend in the package. The package was returned to us and the return label fee was refunded. While waiting for her return package we also went out of stock of the sequin jackets again, they have been running out of stock quickly. We do have a reorder coming in but the original sequin jacket ******** wanted to exchange for was out of stock again once the package was received. We had been waiting for the newer shipment to come in to fulfill her exchange.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20662488
  
  I am rejecting this response because:   ***Why was I not the first ****** to be sent a jacket when you initially restocked? You had them and you chose to send to others. When will you receive the next shipment of jackets and can you promise I will be the first to receive the medium sized jacket I paid for and am requesting? I initially ordered this jacket as a preorder months before they even first arrived to you. When you first advertised them. I realize the small I received didn't fit but I've been waiting to wear this jacket longer than most. I need a firm date as to when the jacket will arrive to you and will be sent to me. I would like an email of mailing confirmation and tracking to be included for confirmation of delivery. Once the item is received, I will be happy to reverse this complaint.  

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

  Business Response

  Date: 10/09/2023

  Just more information -

  Unfortuately, there is no way for us to prioritize a returned over OVER orders that are still waiting for their pre-order/in queue. Like most websites, the recommendation if someone is trying to order something or switch a size that is in pre-order mode, is to return the item and proactively order the other size that you would like. Once an item is returned, a refund can be processed. The only way our system works is when an item is requested to be exchanged, the fulfillment center processes in a new order and it is added to the queue. Older orders are still older, despite your original order being before theirs - because the return / exchange is viewed as a "new" order. 

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20662488
  
  I am rejecting this response because:    Route One Appparel: Thank you for this response. I now understand your companies policy. HOWEVER, You failed to address the one issue I originally filed this complaint for. That is..The jacket. When is your next shipment set to arrive/or has it already? And when can I expect to recieve it? I would like a firm date. I do not want a refund. I would like the product I paid ******* still have it for sale on your website which means you have them in stock or you will be recieving them soon. So please advise. 

  Thank you,.

  -***** *****
  

  Business Response

  Date: 10/16/2023

  It has arrived. This BBB Complaint has since halted the reshipment. With your permission, we can get this shipped out to you as they are now in stock. 

  Customer Answer

  Date: 10/16/2023

  Thank you for the update. Please ship out the jacket to the address originally provided. Once arrived, I will consider this complaint closed. No further communication should be necessary as I will be satisfied with the outcome.

  Customer Answer

  Date: 10/16/2023

   
  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. Once the item is shipped and recieved I will be satisfied with the outcome. Please dont forget to include the sunglasses I used the code for to recieve at no cost.
  
  Sincerely,
  
  ***** *****