Complaints

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

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  Swank, LLC

  25010 Southfield Rd Southfield, MI 48075-1902

• 

  Swank, LLC

  14895 E 8 Mile Road Eastpointe, MI 48021

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:06/25/2025

  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 made a purchase on May 9th that I needed for an event. A couple of weeks passed I never received an update on shipping. I reached out to the company via email in regards to my order I was told that the processing is taking longer than usual. I waited some more weeks at this point it was a month later. I reached out again informing them that my event has passed and if they can cancel my order since my event has passed. I was told it's in the processing stage and can't be canceled. I still had no update on shipping. I filed a dispute with affirm for not receiving my items. I then get an email from Swankaposh with a tracking number the items were delivered June 10th. I then call affirm and let them know I have my items so they can cancel the dispute affirm inform me that they closed the dispute out. I returned the items because I no longer needed them and I had to spend money elsewhere. I had to spend 17dollars to ship the items back. On June 16th the items were delivered back to swankaposh. I reached out to swankaposh regarding my refund and they confirmed they had the items in their possession. So not only do I not have the items I'm out of extra money for clothing I don't even have. I've reached out several times about my refund to be told they will be escalating the issue. I still haven't received my refund but they have their product. I've been shopping with them for years this process has been very frustrating

  Business Response

  Date: 07/01/2025

  Dear Better Business Bureau,
  Thank you for the opportunity to respond to Miss Browns complaint. We sincerely apologize for the inconvenience she experienced.
  Unfortunately, there were several unforeseen issues beyond our control that contributed to delays in both shipping and processing. Our distribution center is located in ***********, where widespread protests in the area at the time prevented our facility from operating as scheduled.
  Additionally, the customer filed a chargeback claim with the installment payment company used for the order. This action placed a hold on the transaction, preventing our system from processing a return while the claim was under investigation with the third-party company.
  Since then, we have fully processed a refund for Miss Browns order and, as a gesture of goodwill, would like to offer her a $25 Swank A Posh gift card to apologize for the inconvenience caused by this situation.
  We truly value our customers and hope to continue serving Miss ***** in the future. We appreciate your time and attention to this matter.

• Initial Complaint

  Date:12/15/2024

  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.

  The company falsely advertised their pants **************** I purchased two pair of pants two sizes bigger than I wear & they didnt fit. I reached out to the ************** stated I had to send the pants back in exchange for a gift card of $29. I paid $16 to ship them back. I have the tracking number. I do not plan to patronize their business ever again.

• Initial Complaint

  Date:08/14/2024

  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.

  I ordered items. Confirmation shows delivered but package was not received. I have reached out to Swank A Posh who is refusing to reship items or provide a refund

  Business Response

  Date: 08/26/2024

  Hello,
  Thank you for allowing us the opportunity to address this customer's issue regarding a missing ***** package.
  Based on the tracking information provided, the package was delivered on Monday, August 12 (***** Tracking #************). The customer contacted our customer service team on Tuesday, August 13, stating the package had not arrived. We promptly filed a ***** claim on the customer's behalf (Claim #************. At this time, we have not received a determination from *****.
  According to the tracking details and the photo taken by the delivery driver, the package was delivered to the correct address. Swank A Posh is not responsible for lost or stolen packages. For more information, please refer to our FAQ section here.
  However, as a gesture of goodwill, we are willing to reship the available items from the order and offer either a Swank A Posh gift card or a refund to the original method of payment used (Klarna). We apologize for any inconvenience this situation may have caused and hope this solution is satisfactory.
  Best regards,

  Customer Answer

  Date: 08/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  Date:06/08/2024

  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.

  Order was placed April 30, 2024, items were not delivered although a 2 day express delivery was guaranteed and customer service has not responded.

  Business Response

  Date: 06/10/2024

  Hello BBB,

  
  Thank you for allowing us the opportunity to respond to the customer.

  
  After further review, I would like to point out that Swank A Posh does not have an order on file for the email ******************* or phone number **************. To assist in resolving this issue, I kindly request a screenshot of the customer's order confirmation and the order number for our review.

  
  Please note that there is currently a significant amount of website phishing and customer scamming occurring on social media, where verified account information is being used to scam customers. Our company is **********************, and our order confirmations will state this explicitly along with our customer service email, which is *********************************************************************.

  
  I look forward to receiving the requested information to further assist in resolving this matter.

  
  Thanks!

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair 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 from them on March 18th and I still have not gotten my order. This company uses black girls on social media to sell their products and Tubi actresses and it is not a legit company. I have taken a picture where the page says my order has not been fulfilled and when I called and spoke to a rep she blamed it on FED-EX, the same complaint as one of the girls in the review. This company is bogus. I would just like my money back at this point. Who owns this company? They are doing bad business. I believe that they post this stuff you think it's legit, however, it is not. I am requesting a phone call or my money back. You cannot trust anybody nowadays. Everything is a scam. I am not paying a restocking fee or anything else. The order has not even gone out yet. The child on the phone told me I am waiting for a tracking number from FED-EX then the order will go out.

  Business Response

  Date: 03/27/2024

  Dear BBB, 
  I am writing to address the customer complaint that has been brought to your attention, which pertains to an order placed with our company.
  The customer placed an order# ******* with us on March 18, 2024, with our standard shipping policy indicating 1-3 days for processing and 2-4 days for shipping. We duly acknowledge that the order was shipped on Tuesday, March 26th, within the specified timeframe.
  It has come to our attention that the customer reached out to our company during the shipping period seeking clarification on the status of their order. Upon contact, our team reiterated the processing duration to the customer. However, we understand and regret any inconvenience caused due to the delay.
  In response to the filed complaint, we have promptly communicated with the customer via phone to express our apologies for any inconvenience experienced. Additionally, we have taken immediate action to address the customer's request. The order, shipped via ***** with tracking number ************, is being rerouted back to our processing facility as per the customer's request for a refund.
  I am pleased to inform you that a refund in the amount of $162.97 has been processed. This refund has been initiated to the customer's original method of payment, a **** card ending in 9174.
  We strive to maintain the highest standards of customer satisfaction and regret any deviation from the expected service levels. Rest assured, we are implementing measures to prevent such occurrences in the future.
  Should you require any further information or assistance regarding this matter, please feel free to contact me directly at [Your Contact Information].
  Thank you for your attention to this matter.
  Sincerely,

  Customer Answer

  Date: 03/27/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I never requested my money back. Swankaposh was determined to give me my money back due to the fact that I had made the complaint to the Better Business Bureau. She was also determined to advise me that they were a black owned company which is fine which is why I supported Swank but don't lie on me. Prior to making the complaint this company customer service reps had no information for me. At one point the rep left me on hold for 25 minutes and never came back to the phone. The owner calls me today on 3/27/24 and says to me being that I made the complaint they were refunding my money. That's fine, however, don't lie on me and say I REQUESTED MY MONEY BACK. When I spoke to ******* on 3/26/24, she asked me to hold out 1 more day and I did. I received the email this morning, Yes, I made a complaint, and I will do it again with another company if you play around with the service. As a company you need to do your research and see how the staff handles issues regarding orders. No one had answers for me, then they go and note the account like they handled the situation. The only rep that handled the situation was the one I spoke to on 3/26/24. Then the woman called me and said I said Swank has children working for them. That was not me that was another complaint through the Better Business Bureau from another customer. I really don't care that they are returning my money but don't lie on me and in the future word of advice act like a customer and see how the call center handles calls then talk to me.
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/29/2024

  Hello,
  
  I am writing in response to the recent communication regarding the BBB claim filed by *****************************.
  In alignment with our commitment to customer satisfaction, we promptly addressed the concerns raised in the initial customer complaint. We contacted **************** to discuss the matter and issued a full refund as requested. Additionally, we offered our sincere apologies for any inconvenience caused by the delayed shipment.
  Furthermore, I can confirm that **************** had a productive conversation with our customer service manager, and the order has been successfully closed on our end.
  We take all customer feedback seriously and strive to resolve any issues in a timely and satisfactory manner.

  
  Thank you for your attention to this matter.

  
  Best regards,

• Initial Complaint

  Date:12/11/2023

  Type:Delivery 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 items from swank a posh that totaled about ****** dollars and it was never delivered to my home .order # ******. i contacted them via email it was told to me they would put in a claim with ***** it would take 14 days i waited 14 days nothing no resolution. request #******. i reached out to them and was told fed ex never responded i put in a claim and was given an answer in 24hrs that yes the package was delivered to the wrong address. i have sent them multiple emails with no avail. i would like my money back fed ex tracking # ************

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair 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 pair of $120 jeans from swank . The jeans came smelling with this horrible odor. Contacted them immediately and fedexthe jeans back. Spent my money on shipping for them to arrive and ***** them back. The issue has not been resolved. They state they put a claim in with *****. I Returned the mdse. I want my money. Poor customer service. Prices too high

  Business Response

  Date: 10/20/2023

  We understand that you are not satisfied with the online credit we issued for your returned item. Unfortunately, our company does not offer refunds back to the original payment method. However, we would like to offer alternative options to resolve this issue.
  
  One option is to exchange the item for a different product of equal or lesser value. We have a wide range of products available, and we would be happy to help you find a suitable replacement.
  
  Alternatively, we can issue a physical store credit that can be used online.
  
  Please let us know which option you prefer, and we will be happy to assist you further. We apologize for any inconvenience this may have caused, and we appreciate your business.
  
  Thank you for your attention to this matter.
  
  Best regards,

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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 puchased a pair of tights from this company: Order #******. The very next day, the tights that I ordered for ***** + tax, went on sale for $19.99. I sent the company an email requesting the difference in price since the order was just placed. I suggested that if my refund of the difference could not be in cash, perhaps a refund in a store credit was an option.They denied my refund in any compacity and told me they can offer a discount code. When I asked what type of discount and for how much, they told me the website has BOGO (Buy one get one) half off right now. That is not a resolution for me. That is simply a sale to anyone now and does not give me back the over priced value of the item I just ordered. NO ONE SHOULD BUY FROM THIS COMPANY. The service is poor and the resolutions are non existent.

  Business Response

  Date: 08/02/2023

  I hope this email finds you well. I sincerely apologize for the frustration and inconvenience you experienced with your recent purchase from us. I completely understand your disappointment in not receiving a price difference refund for the tights you ordered, which subsequently went on sale the very next day.
  
  After thoroughly reviewing your case, I want to clarify our policies and provide further assistance to address your concerns.
  
  As stated in our return policy, tights and body garments are classified as final sale items. Unfortunately, this means that we are unable to offer refunds or exchanges for these specific products, even if the price changes shortly after purchase. I understand that this might not have been explicitly clear during your shopping experience, and I'm sorry for any confusion this may have caused.
  
  Regarding the discount code offered, I understand it may not have been the resolution you were hoping for. We offered the Buy One Get One (BOGO) half off promotion as an alternative to help you maximize your value for future purchases. However, I understand that this may not fully compensate for the price difference on the tights you originally ordered.
  
  I understand that this may not entirely rectify the situation, but I hope it demonstrates our commitment to your satisfaction. Our customers are incredibly important to us, and we aim to provide the best possible experience with every purchase.
  
  If you have any further questions or concerns, please feel free to reach out to us directly. We value your feedback, and we will use this as an opportunity to improve our services and communication.
  
  Thank you for bringing this to our attention, and we hope to regain your trust as a valued customer.
  
  Best regards,

  Customer Answer

  Date: 08/03/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  The business us references a refund for tights going against their policy when I never asked for a refund of the item to return. I requested a refund of the price difference in either cash or credit.  They also offered a BOGO sale that is advertised to everyone on their site which is not a resolution to my problem, only a promotion their running. Why would I buy something else to utilize a BOGO promotion when they're service is poor? The busy did nothing in this response other than quote a policy that's irrelevant to my issue and a promotion irrelevant to my issue. 

  I do not accept this non applicable solution.

  Regards,
  
  *******************

  Business Response

  Date: 08/04/2023

  I hope this email finds you well. We sincerely appreciate your continued communication with us regarding your recent purchase. We understand your disappointment in not being able to receive a price difference refund due to our strict policy on final sale items.
  
  As we previously mentioned, once an order is processed and falls under the final sale category, we are unable to make adjustments or provide refunds. However, we want to show our commitment to your satisfaction, and as a gesture of goodwill, we are delighted to offer you an exclusive resolution.
  
  From August 4th, 2023, until August 7th, 2023, we are running a special promotion with a 30% discount on all items throughout our store. This discount includes products that are not part of the final sale category. We hope this discount will allow you to find another item or items that you would enjoy.
  
  This code will apply the 30% discount to your eligible purchases.
  
  Once again, we apologize for any inconvenience caused, and we appreciate your understanding of our policy limitations. Your satisfaction is of the utmost importance to us, and we believe this exclusive offer will provide you with a fantastic opportunity to find another product that aligns with your preferences.
  
  Should you have any further questions or require assistance, our customer support team is ready to help. We value your patronage and hope that this resolution demonstrates our dedication to excellent customer service.
  
  Thank you for giving us the chance to resolve this matter, and we look forward to continuing to serve you in the future.
  
  Best regards,

• Initial Complaint

  Date:05/19/2023

  Type:Customer Service 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 am of short stature and I clicked on a link for cargo pants. I got my order on Tuesday, May 16th, and none of the pants fit They all hit the ground. I started calling the company on Wednesday and **** told me a manager would call me and a manager never did. I called back today and spoke to *****, apparently they are trained to give the same scenario to every customer. I on the other hand do not intend to shop there again. I spent $537.37 and they are insisting on giving me a gift certificate. I need my money back. I will never shop there again. Oh they are dragging me out so I miss the 14 day return window , which initiates a gift certificate I can not use and do not want.

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair 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 paid for 2day shipping and Im getting the order a week later I want my shipping fee refunded