Business Profile

Womens Clothing

The Buckle, Inc.

Headquarters

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Complaints

This profile includes complaints for The Buckle, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

38 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:05/22/2025
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.
o file a complaint against the manager, *****, at the Buckle retail store located in Camp Hill, PA.

I recently attempted to return an item that was well within the company’s stated 60-day return policy, as outlined on Buckle’s official website. However, after reviewing my purchase history, ***** at the Buckle retail store located in Camp Hill, PA. called me back and informed me that the item could not be returned in future, claiming it will always be a “final sale” for me. This contradicts the company’s return policy, which clearly states that returns are accepted within 60 days, provided the item is unworn, unwashed, and has the original tags.

I found this interaction to be dismissive and inconsistent with Buckle’s customer service standards. I am requesting that this issue be reviewed.
Business Response
Date: 06/04/2025
The attempted in store return was denied as the item was not in original condition. Unfortunately, merchandise from this guest continues to have tags reattached inconsistent with Buckle tag placement. Due to previous return situations, we would encourage this customer to return their Buckle merchandise to our corporate office only. All returns must have original tags in the original placement for a return.
This Buckle location's district manager did attempt to contact ******** via the phone, but did not receive a return phone call.
Customer Answer
Date: 06/04/2025

Complaint: ********

I am rejecting this response because:
1) All Items Were Returned in Original Condition
Every item listed on the receipt was returned without exception, and the associate at the counter processed the return and issued a receipt without raising any concerns. If there is now an allegation of a “retagging” issue, I would appreciate a clear explanation of which specific item is being questioned. No such detail has been provided, and it is unclear how any retagging issue could arise when all items were returned exactly as purchased.
2) Timeline Discrepancy Regarding “Final Sale” Claim
I received a call from ***** (the Manager) the following morning, during which she stated that corporate had advised her that all sales were final. It is difficult to understand how corporate could have reviewed the situation and reached a decision in less than 24 hours, especially without any direct communication with me. Furthermore, during that call, ***** referenced my past purchases but failed to provide any specific item or evidence to support her claim.
3) Discussion with Regional Manager on 5/23
I also spoke with Christy, the Regional Manager, on May 23rd. She indicated that she would follow up with the store manager and get back to me regarding the matter. As of today, I have not received any updates or resolution. Given the confusion and inconsistencies surrounding this return, I believe a timely and transparent response is essential.

At this point, I respectfully request a clear and documented explanation of what item(s), if any, were allegedly retagged—and on what basis the sale is now considered “final.” The current reasoning lacks transparency and leaves important questions unanswered.

Sincerely,

******** *******
Initial Complaint
Date:05/12/2025
Type:Customer Service 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.
Buckle keeps rejecting my order. Says it’s a system rejection. Contacted customer service several times and they cannot answer a simple question
Business Response
Date: 05/13/2025
The guest's order cannot be completed due to a system decline. Our third-party risk assessor has canceled the order which is in place for the security of our guests. If the guest is unable to place an order online, we recommend visiting a Buckle store location to complete their purchase.
Customer Answer
Date: 05/13/2025

Complaint: ********

I am rejecting this response because: It does not provide a valid solution. What’s the point in having a “system to protect the consumer” when you are unable to purchase?

Sincerely,

***** ******
Initial Complaint
Date:04/23/2025
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 purchased a pair of jeans I was really wanting from Buckle for awhile. I saved up money just to get them. I went to a local store after calling to verify that they still have them, and once I arrived, I found out that they didn’t, but had to be ability to order online. Ilive over an hour from the store so I opted for shipping with an additional cost. When I received the jeans, they were defective, missing a couple of rhinestones. When I reached out to customer service and provided all appropriate documentation that was asked for, I was informed that I could not receive another as it was the last pair of the jeans in stock and my only option were to fully return the jeans without a replacement and receivea refund, or get $20 back not including shipping for the defects- I was disappointed with these options as I really wanted this pair but opted for the $20 refund. Wearing the pants twice since then, the pants now have fully missing sections of rhinestones, rhinestones that have fallen out, and stitching on the jeans, easily coming apart, making the rhinestones fall down and off. I reached back out to customer service and was again only presented with theoption of a refund or to keep the defective pair without additional help. I am dissatisfied with these options, as I really wanted this pair and evenoffered to pay additionalto buy new rhinestones to salvage my current pair if I’m unable to get a replacement.
Business Response
Date: 04/24/2025
Guest originally reported their item, Blue B Ultra High Rise Wide Leg Rhinestone Stretch Jean, as defective due to missing rhinestone. The item is out of stock company wide as Buckle is unable to replace their jean but offered a full refund including shipping paid or offered to discount the jeans if the guest would like to keep the product. The guest selected the discount as the resolution. On 4/23, the guest reported another rhinestone missing after wearing the jeans and requested a refund. We are unable to refund that product until it is received back to our home office, as Buckle provided a prepaid return label to have the item shipped back. Once received, a full refund will be processed onto the original form of payment. Due to the guest's frustrations, we have provided a compensation gift card.
Initial Complaint
Date:01/22/2025
Type:Billing 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 12/26/2024 I made an order from Buckle, purchase ********** which included 7 items for a total of $282.46. On 1/2/2025 I submitted a return on 5 of the items, return* *********. I sent all 5 items back in 1 bag. On 1/20/25 I seen the email where it said return confirmation, only 3 items were on the list with a total refund. of $71.29. I logged in and the return in my online account was showing all 5 items and return completed. I emailed and asked why I was not refunded for my other 2 tops that totaled $71.98 before tax as all 5 items were shipped back together. They responded saying they had reached out to the returns department and had confirmed only 3 items were in the bag therefore they could not refund me for the other 2 items. I of course emailed back and told them that was impossible as all 5 items were in the same bag and I would love to see the video when my bag was opened and only 3 were in there as I know that would be impossible for them supply. I knew at this point they did not care to steal my money and it was their word against mine. However after looking up reviews on their company I realize this same issue has happened to other people. So either the company itself seems to be scamming people or the workers are trying to get free clothing. Either way I don't care at this point but I want my money back. I know all 5 items were in that bag and I refuse to let them get away with this. There are so many complaints about this company I think something needs to be done. Its time for a full blown investigation to come about with this company as their are entirely too many complaints and customer service is lower than a 0.
Business Response
Date: 01/24/2025
Buckle was able to confirm that the items BKE Brushed Knit Top **** *********** and BKE Raw Edge Henley **** *********** were not physically within
the return package for *** *********. Buckle’s inventory has been accounted for
as well as supporting documentation. Due to the guest reporting that the items
were shipped within that shipment, Buckle will be filing a claim with the
carrier to verify if the items were lost during transit. As a courtesy, a full
refund was processed for the reported items onto the guest’s original form of
payment.
Customer Answer
Date: 01/26/2025

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. However I still do not understand how the items would have been lost during shipping unless the package was damaged as they were all in the same bag.

Sincerely,

****** *****
Initial Complaint
Date:12/10/2024
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 3 pairs of jeans on 11/13/24. Jeans were delivered in 2 separate packages within a week. Two pair of the jeans I received were in packaging with tags and were shipped together. The third pair of jeans was shipped separately and were unpackaged, the wrong style, and had no tags. I was unable to wear all 3 pair of jeans. So I created a return on all 3 pairs of jeans and sent them back on 11/25/24. Today, I received an email that I was only being refunded on 2 pairs of jeans. The third pair of jeans was unable to be refunded due to being worn, without tags, and the wrong style. The CSR stated that I had another pair of jeans with the same SKU that I had previously purchased. I tried to explain that these are the jeans I had received in the packaging and the CSR states if I try to send back the jeans again that they will refuse. The CSR was not helpful and did not try to resolve the problem. I am only asking for a refund for these jeans as they are not what I ordered, they don’t fit, and they used according to the CSR.
Business Response
Date: 12/13/2024
RMA ********* was received with three items in the package. Two pairs of jeans were refunded as they matched the RMA for the BKE Jake Straight Stretch jeans with SKUs ********** and **********. The third pair of jeans listed on the RMA was an Outpost Makers Original Straight Stretch Jean with SKU **********. The guest noted, “These jeans are slim straights and didn’t come with any hang tags, etc.". The item that was received Outpost Makers Slim Straight Stretch Jean, SKU 1********** Buckle investigated the situation and item sent within the RMA to determine if this was the result of the incorrect item received, and it was found that the fulfillment location did not have that item physically on hand during the time of fulfillment. It was located that the guest had purchased this item on 12/12/2022 with their Buckle Card. Since the item was outside of Buckle’s return policy, it was shipped back to the guest.
Business Response
Date: 01/02/2025
Buckle has no new information to provide - we provided known information in our first response. Our records show that the correct denim was shipped to the guest. The order fulfillment process will not ship product without tags attached.
Customer Answer
Date: 01/02/2025

Complaint: ********

I am rejecting this response because: I believe this is unfair judgment considering I did not receive what I ordered.

Sincerely,

****** ********
Initial Complaint
Date:11/24/2024
Type:Billing 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.
10/19 ordered boys buckle black 109 jeans item number ************* in size 16 along with two other pairs of jeans for a total of $186.85. I went to pick them up and was told the missing jeans would be in the store in a couple days. Jeans were then canceled and money was not refunded to me.
I was told they didn’t charge me the money but on their purchase history I was charged and on my credit card statement I was also charged. I want a refund for the 66.40 that they owe me.
Business Response
Date: 11/26/2024
Buckle charged the guest’s selected payment method $120.45 for order ********* once it was fulfilled. The original total was $186.85, but the Boys - Buckle Black 109 Boot Stretch Jean size 16 was cancelled from the order. We have confirmed with our payment processor that the amount charged was indeed $120.45, which settled on 10-18. We recommend the guest contact their financial institution (Klarna) to review their payments that they are making for that specific purchase.
Customer Answer
Date: 11/29/2024

Complaint: ********

I am rejecting this response because: this is my receipt showing a charge of 188.85 from the buckle and a statement from the bank showing the amount paid as well

Sincerely,

******** **********
Business Response
Date: 12/13/2024
Buckle acknowledges that the original pending authorization was $186.85,
however, Buckle collected from the bank $120.45. We are unable to refund
for the cancelled item because the bank did not pay Buckle for that item.
Due to the bank settling for the amount of $120.45, we suggest disputing the
charge with your financial institution. We’re confident that the
financial institution will discover their error and correct it accordingly.
Initial Complaint
Date:10/20/2024
Type:Billing 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 went into the buckle store located in the ********* **** to pay my bill. I asked the sales clerk to look up my account because I had no card. She looked up my account gave me my balance and I paid it off that was July 16th. Well on July 17th ********* **** decided to add an interest charge and then, 30 days later, began reporting to the credit agencies as I was in the middle of being qualified for a home loan that would not happen until the summer of 2025. I called the bank which echoed what I knew they did and on a recorded line. The bank had the nerve to offer to take 15 dollars off the balance of 125. dollars, I declined as I owed them nothing. I got off the phone immediately and called the Minnesota Attorney General's office and have initiated a lawsuit and have started disputing this on my credit bureau and with the State Department of Commerce
This has caused me to be stuck in a very bad place personally and has affected me mentally and emotionally. This is not the first time this has happened they have done this to me on at least 3 different occasions with the Buckle and ********** ******* ***** as they are the bank for them as well FYI I have a zero balance on my ********** ******* card as of the end of September HUMM did they do it again with that account as well. I have all of my documents and receipts because I paid in cash and was at the store a half hour after they opened at 11 am. I can't help but ask myself if they have done this to me with both accounts and on several times how many others are there? this has cost me more than you or them will ever know in my personal life and livelihood. Emotional paid and hardship, they have to be stopped. They cost me my house with reporting for three months on a zero balance that they added to. I have written a letter of notification to them as the Attorney General's Office instructed me to do and it will be in the mail tomorrow.
Business Response
Date: 10/21/2024
Buckle does not own the account *** ***** is referencing and should not be listed as a participant. The contact in this concern should be ******** **** as the complaint is due to how ******** **** charges interest and fees. Buckle has no control over their business practices.
Thank you.
Initial Complaint
Date:09/29/2024
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.
Pair of jeans had the buttons and rivets fall off. Went into store and they said there was nothing I could do. I have the receipt and it’s clear the button was defective. Another pair ripped but not from wear and tear. Lastly, one of my Khakis don’t have a belt loop…like they forgot to sow one on! I found out in store when I showed the employee! I understand BKE jeans are not your highest end but I was assured a warranty when I paid 360+ bucks on these for work.
Business Response
Date: 10/11/2024
*** ******* purchase was made 861 days ago which is exceeds Buckle's return policy as listed on the back of the receipt. Thank you for bringing the product into the store for review, but a return is not available at this time.
Business Response
Date: 10/15/2024
There is no specified warranty period on Buckle products - return information is printed on the back of all Buckle receipts.
Customer Answer
Date: 10/15/2024

Complaint: ********

I am rejecting this response because: your expressed warranty from defects made by your employee are binding as they acting as your agent during the transaction. Since you have no formal warranty as a company policy, that employees stated warranty should stand. Please accept the defective product for exchange.

Sincerely,

****** *******
Initial Complaint
Date:09/16/2024
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 spend a ton of money at buckle. I just got a pair of jeans not even a month ago that are ripping at the seam on the outside. Very disappointing for a $70 pair of jeans but what's even more disappointing is this companys terrible customer service. Sure, they'll replace them after I print a label, take it to ups, wait for them to receive them then send me a new pair. After i already had to talk to them on the phone today, email back and forth at least 6 times, and send them a bunch of photos of the issue. So I am expected to go completely out of my way for poor quality jeans and when I asked for some sort of discount for a future purchase due to this, they declined and said there is nothing else they will do. I expect at least a 50% discount towards a future purchase, or 50% back for this pair, as much as I pay for items at buckle. Especially if we factor in my time that I will be wasting to send these jeans back and wait for them to send me a new pair. Terrible customer service and won't get my business anymore if they don't fix this. I am disgusted with this company.
Business Response
Date: 09/17/2024
Guest, ***** **** had reported stitching coming undone on her Buckle purchase from 8/20/2024. We requested pictures of the product to show visibility of the damage. Resolution offered was a full refund for the product including the shipping paid on the order or a replacement with expedited shipping, once the product is received to our home office. Guest requested a 50% off discount which was denied. A compensation gift card will be sent to the guest due to the inconvenience.
Customer Answer
Date: 09/17/2024

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:07/03/2024
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.
Purchased a belt from this company on 4/15/24. While wearing belt on 6/29/24 it snapped in half. I was 300 miles away from home in a restroom and threw the broken belt away. They refuse to acknowledge the faulty product refund or exchange. I have purchased many clothes and belts from this company with 0 complaints. I expect for them to replace the faulty product since it's only 2.5 months old and not expect me to send back or take pictures of the product that a threw away in a restroom trashcan 300 miles from home. I would like someone to reach out to resolve
Business Response
Date: 07/05/2024
Unfortunately, Buckle is required to physically return product into the inventory for recording purposes and to assess that the product was a vendor defect. We are unable to accept a return without the product being present.
Customer Answer
Date: 07/05/2024

Complaint: ********

I am rejecting this response because:
Why would I keep a belt that snapped in half while I was in a restroom 300 miles away from home? You're being illogical. I was not going to carry a broken belt with me all day. Let's not be unreasonable.

Sincerely,

**** ****

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The Buckle, Inc. is NOT a BBB Accredited Business.