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Business Profile

Online Retailer

Acne Studios

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/18/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 bought a clothes from Acne Studios, and the seller used 2 days shipping service from ***. The tracking showed that the package was delivered on 12/03/2024 at 11:22am. However, I checked immediately around 11:30 am once I received the email of delivery on 12/03 but didnt find the package. Moreover, I checked all possible places for the following days, like the apartment mailing room and reception desk, but the package was never at any of the places. Thus I think the package was either delivered to the wrong address or was never delivered.

  • Initial Complaint

    Date:12/03/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Dear Better Business Bureau,I am writing to file a formal complaint against Acne Studios regarding their misleading handling of a purchase I made on November 26, 2024. The issue involves a lack of clarity about their final sale policy on the item page at the time of purchase, which was updated after my transaction. This has resulted in their refusal to accept a return.On November 26, 2024, I purchased several items through Acne Studios website. At the time of purchase, there was no visible or clearly stated indication on the item page that the product was a final sale and therefore ineligible for return. However, after my purchase, Acne Studios updated the item page to include a "final sale" disclaimer, which was not present or communicated during my checkout process.When I attempted to return the item on November 27, 2024 , the customer service team declined my request, citing their final sale policy. Despite my explanation that the policy was not disclosed at the time of purchase, Acne Studios has refused to provide a resolution.Additionally, after raising my concerns and providing photographic evidence of the item page showing "free returns," their customer service team put an untrue charge on me that I had "manually closed the header" of the website, implying that I deliberately ignored the policy. This accusation is completely untrue and unfair. At no point did I close or manipulate any part of the website.This contradictory information is both misleading and unethical.I have attached the following documents for your review:Order confirmation Screenshots of the item page before the policy change(not very clear becuase was taken for sharing with friends about items)Email correspondence with Acne Studios customer service Thank you for your attention to this matter.Sincerely,******

    Customer Answer

    Date: 12/27/2024

    Better Business Bureau:

    At this time, I have not been contacted by Acne Studios regarding complaint ID ********.

    Sincerely,

    ****** ****

  • Initial Complaint

    Date:08/15/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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 initiated the online return and dropped off the package in May. However, the retailer refused the package without any reason and notice. Now the package is lost on its way back, the retailer refused to file the claim and stated the package was not dropped in the delivery state even they dont have any rules regarding the drop-off location in their Return Policy.

    Customer Answer

    Date: 09/08/2024

    Better Business Bureau:

    At this time, I have not been contacted by Acne Studios regarding complaint ID ********.

    Sincerely,

    ***** *****

  • Initial Complaint

    Date:06/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 writing to file a formal complaint against Acne Studios for their unprofessional conduct, refusal to honor a refund, and the poor treatment I received from their Woodbury store and customer service. On June 3rd, 2024, I purchased an off-white button-up shirt from the Acne Studios store in ********. During my visit, I tried on both sizes 48 and 46. The size 48 shirt was significantly smaller than the size 46, which seemed odd to both me and the sales assistant. When I decided to purchase the shirt, the assistant brought a new one from the back and confirmed it was a size 48, even though it seemed unusual. After returning to *******, I inspected the shirt and found that it had a dirty sleeve and a tag indicating "dry clean only," contrary to what the assistant had told me. I contacted the store and spoke with the manager, who promised to price match and exchange the shirt. He also agreed to reimburse me for the shipping box. I returned the shirt with its original tag attached. However, upon further communication with the manager, I was told that the marks and wrinkles on the shirt were "cleaning marks," implying that I was responsible for these defects. I sent photos to the manager showing that these issues were present before I wore or attempted to clean the shirt, but he refused to acknowledge this and was extremely rude. I then called Acne Studios customer service to resolve the issue, but they refused to do it, citing the manager's claims that they would not sell an item in such condition. They insisted that I should have worn the shirt with the tags attached, which is completely unreasonable. I believe this treatment is not only unprofessional but also discriminatory. It appears that they switched the item I purchased with a worn one and blamed me for the damage. This entire experience has been highly distressing and has caused me significant frustration.

    Customer Answer

    Date: 07/14/2024

    Better Business Bureau:

    At this time, I have not been contacted by Acne Studios regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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 *************************************************, and when I submitted a return request, they kept rejecting the return request as they claim it as a final sale. The customer service claim that they have a header and warning message, but in my shopping experience on mobile browser, i didn't see those messages at all. Please find attached the screenshots.Also generally on a desktop browser, the 'final sale' notice is presented in a smaller, light grey font, making it less prominent compared to the large, bold 'free returns' message. This design choice is causing people to overlook the 'final sale' information, also the header you mentioned is not showing at all with a little bit scrolling down. The business is intentionally creating confusions for customers and luring customers to ignore the notice. I see this as a fraud.

    Customer Answer

    Date: 07/11/2024

    Better Business Bureau:

    At this time, I have not been contacted by Acne Studios regarding complaint ID ********.

    Sincerely,

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

Acne Studios is NOT a BBB Accredited Business.

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