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:10/09/2024

  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.

  On 10/04/2024 I ordered a pair of Carhartt 12W regular length. On 10/08/2024 I received said order. They sent a 12 regular instead of a 12w. An honest mistake. I contacted dungarees clothing to inform them they had sent the wrong size, they contested they did not and gave me barcode number that are allegedly Specific to **************************. The barcode they gave is not present on any part of the clothing or tags as Described by CS4. They asked me to send a photo to their email of receipt, sales tag, and inside tag of pants and I have heard nothing. I want my order sent as ordered and I should not be subject to any return fees or restock fees as it was their mistake.

  Business Response

  Date: 10/10/2024

  Hello Heather,

  Thank you for reaching out. We truly apologize for the confusion. Our site lists the Size as "12W Regular". Our listing of the 12W Regular is the same as the 12 Regular. The W stands for "womens" and has descended from former Carhartt Womens' products nomenclature. There are no plus sizes manufactured for this style. The item you received/ordered is indeed the 12 Regular (also written on our site as 12W Regular) and the only manufactured 12 sizes are 12 Short (a.k.a. 12W Short) , 12 Regular (a.k.a. 12W Regular) , and 12 Tall (a.k.a. 12W Tall).

  We understand the confusion and regret that you did not receive what you were expecting. Attached is a prepaid UPS Return Label for you to send back the item that you received. Upon return, we can either issue a full credit for the return or issue a replacement in another size such as the 14 Regular (a.k.a. 14W Regular). Please let us know how you would like to proceed.
  

  Thanks,

  Dungarees Customer Service Team

  866-538-6427
  

• Initial Complaint

  Date:07/15/2023

  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.

  On May 29th 2023 I ordered 2 pairs of Navy pants through a third party seller (Dungarees) on ******. On June 1st two pairs of Khaki pants arrived at my door step. I contacted ****** and then dungarees which took nearly a month for them to attempt to resend out the correct pair. Nearly 40 days after the initial order (Dungarees) again sends out the wrong pair of khaki pants. 45 days in they finally respond after photos of what arrived vs what was ordered with they will only refund my order after i repack the items. Ship the wrongs items back and they process the return. I informed them they could just send me what i paid for and they declined.
  According to the *** ******** ***** *********** aka THE LAW, you are not obligated to return any item sent to you by mistake.

  Business Response

  Date: 07/21/2023

  This buyer purchased these items through ******, fulfilled by Dungarees. We
  promptly fulfilled the order with the information that ****** provided to
  us.The customer contacted us stating that they did not receive their purchased
  items, but did not mention anything about receiving the incorrect items. We
  proceeded with the customers inquiry, treating like a lost package, since the
  customer did not make any mention of receiving the wrong items.
  We issued a replacement for the original order and after replacement was
  delivered, then the customer acknowledged that the items were received but
  incorrect.
  As of this time, the customer has acknowledged that they received 4 pairs of pants (2 in each
  shipment) and we have acknowledged that these items were incorrect due to the ****** product listing stating the
  color of "Navy" but the UPC provided of the color "Khaki". We have requested that the customer return the 4 pairs of pants that were received in error in order for us to replace or refund. On July 14th, we provided customer with a free return label to send back the items, Tracking ID ******************, which still shows no movement.
  This issue would not have occurred if the customer had provided the full
  information with the original shipment, because we would have corrected the UPC
  on the replacement order.
  Also, this issue would not have occurred if the customer had purchased
  directly on Dungarees.com and the root of the issue is due to ****** displaying
  the wrong information to the customer or providing the wrong information to the
  seller, Dungarees.
  Attached are the following:
  Doc 1: image of the communications from the customer regarding the original
  shipment. Please note: no mention of receiving the wrong items.
  Doc 2: Proof of delivery for the original shipment.
  Doc 3: Proof of delivery for the replacement
  Doc 4: ******'s order information. As shown in the image, ****** product
  listing shows Khaki in the image and displays the UPC for the Khaki item, but
  states "Navy" in the description of the product.
  Doc 5: Image from file provided by the manufacturer of this product
  displaying that UPC ************ is associated with the Khaki color.

  Customer Answer

  Date: 07/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: Even in Dungarees response they acknowledge they have not fulfilled my order for what i paid for. In one of their photos they uploaded as a response it clearly states Navy not khaki. The UPC issue is a problem between them and ****** not me. As far as their first issue when i received the wrong pants. I stated I had not received what i ordered which is still correct to this day. Expecting me to go out run around town and wait for more than 2 months to receive the items I ordered or even get my money back is unacceptable and absurd. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  Business Response

  Date: 07/26/2023

  Thank you for your response and we truly apologize for the trouble with your ****** order.

  Attached is a prepaid UPS return label, as well as a map to the nearest UPS drop box location (2 miles, 5 minute drive) to the address that was provided with your order.

  Once the four pairs of pants are returned, we would be happy to issue a credit or a replacement for the Navy color that you intended to receive.

   

  Thanks,

  Dungarees

  Customer Answer

  Date: 07/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I paid for Navy pants which i did not receive. 
  
  By law, companies can't send unordered merchandise to you, then demand payment. That means you never have to pay for things you get but didn't order. You also don't need to return unordered merchandise. You're legally entitled to keep it as a free gift.
  By law, If you never got your order and the charge appears on your credit card statement, you can dispute it as a billing error. File a dispute online or by phone with your credit card company.

  Luckily this order was paid for using a credit card. The card company also found this as fraudulent as the seller never shipped the correct order and refused a refund unless i took time and more money out of my pocket to correct their mistake. Today the card company approved and credited the moneys back. 
  

  Shame on Dungaree’s for this unsatisfactory customer service. The next steps to get my time reimbursed for this unfortunate event are already in motion as my personal lawyer and I both agree the judge will see it the same way. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  ****** ***********