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Business Profile

Sunglasses

Christopher Cloos - USA

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sunglasses.

Complaints

Customer Complaints Summary

  • 26 total complaints in the last 3 years.
  • 0 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:12/27/2022

    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 bought eyeglasses from Christopher Cloos on Sept. 21, 2022, for $131.12. Order No. *****. The eyeglasses did not fit, so I asked to start a return within the appropriate return window. The company made it incredibly difficult to get a return started / send me a return label. I had to contact them about a dozen times, with several weeks going by without any response and then excuses about logistical issues. I finally got a response from Christopher Cloos after many weeks of trying. When ********** Cloos finally sent me a return label and instructions, I followed the instructions to a tee. They confirmed receipt of the returned item on Dec. 9 and told me the funds would appear on my credit card statement within 10 business days. After 10 business days and no returned money, I contacted Christopher Cloos again twice, without any response. I informed them I would be reaching out to the Better Business Bureau for resolution. Christopher Cloos did not respond and has not taken any action to return my funds. Christopher Cloos appears to be a fraudulent company that makes returns next to impossible, despite stating otherwise on its website. Can you help bring this issue to a resolution? And can you make sure this doesnt happy to others? I dont believe they should be allowed to do business in the U.S., based on fraudulent and predatory practices toward consumers. Thank you.

    Customer Answer

    Date: 01/21/2023

    Better Business Bureau:

    At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:12/26/2022

    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 purchased a total of seven pairs of sunglasses from this company between the dates May 15, 2022 and May 29,2022 and was charged totaling ******* to my credit card never received my purchases and after several emails over the months with the company received a call from cloos support and email verifying they had refunded my credit card on 11/16/2022 and to expect the refund showing on my card in 10 days. When no refund came through, I recontacted them on 12/16/2022 and was told there was a scramble in their system and to expect a refund within a few days. It is now 12/25/2022 and I still do not have my card refunded. ************** each order number, date of purchase and items below. All items were charged to my credit card and paid between 5/15/2022 and 5/20/2022. May 15,2022: ************* : items CloosxElsa Noire Sunglasses and CloosxElsa Ristretto. total: ****** USD May 15,2022: Order# ***** items CloosxElsa chocolate sunglasses Total: ****** USD Mday20,2022 Order #***** items: Laguna creme sunglasses and Laguna Ristretto sunglasses totaling ******. USD Mday20,2022 ****************** sunglasses in color bourbon totaling ****** USD Mday20,2022 Order ***** Laguna creme sunglasses totaling ******.I am looking on a refund for all of these orders. I just want to be reimbursed for the merchandise I never received and plan to avoid using this company in the future, due to its inability to follow through with offering and getting the merchandise to its customers. Please help me get reimbursed on these paid orders. Appreciatively, *****************************

    Customer Answer

    Date: 01/20/2023

    Better Business Bureau:

    At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:12/06/2022

    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 ordered a pair of sunglasses from Christopher Cloos on June 19th, 2022. I signed up for Cloos Club for free expedited shipping as I needed the sunglasses for a gift by June 27th, 2022. They did not follow through on their "expedited shipping" and it the sunglasses did not even ship until June 30th. They were received by me on July 7th, over 10 days after they were promised to be received. I then needed to return the sunglasses as my husband did not like them, and they were very hesitant to provide me any information to return the sunglasses and strung me along for one week before they sent me the return label. The sunglasses were received by the company on August 2nd. Since that time I have not received a refund. I have repeatedly emailed the company. Initially it took them days to weeks to respond to my emails, then they told me there was an "issue" with refunding my card (first they blamed my card which was not the problem as I got several other refunds on my card from other companies during the same timeframe). Then they said they could use my Venmo account but that they were over their limit on Venmo and wanted me to create a Paypal which I don't have. I have since read reviews that they are engaging on sketchy activities on Paypal so I am hesitant to make a Paypal for the return for this reason. They claimed to call my phone but never did - this is a lie. For six months they have been telling me I would have to wait 1-2 weeks for the refund "issue" to be resolved. I have been emailing them every 2-4 weeks asking for my refund and I still have not been refunded and it is now December. There are multiple other reviews of similar experiences on their social media accounts and I believe the company is engaging in fraud. Please find email communications and shipping/delivery information attached.

    Customer Answer

    Date: 12/30/2022

    At this time, I have been contacted directly by Christopher Cloos - USA regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

     They are requiring me to get PayPal in order to issue me the refund.  I do not have a PayPal and I do not want a PayPal and I cannot be refunded this way, and I shouldnt have to.  I want to be refunded on my form of payment that I paid with, a credit card.  And I do not trust this company to pay me on PayPal even if I did have one, as they have promised before to refund me on my card, and sent me a forged receipt that made it look like I was refunded when I was not.

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

    Customer Answer

    Date: 03/10/2023

    Better Business Bureau:

    At this time, I have not been contacted by Christopher Cloos - USA regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:11/15/2022

    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 purchased a pair of sunglasses from Cloos that I later returned and have not been refunded for.ORDER NO. #***** Ordered 6/11/2022, item was $206.10 + tax Reached out on 6/24 to return item; received return shipping label on 8/10 after several emails Returned item was received 8/18 (confirmed via shipping label)Reached out 8/23 for refund status Exchanged numerous emails to receive refund, but still haven't not received my refund as of 11/22. Cloos has promised I will be refunded on numerous occasions within days, but has not fulfilled on their promises.

  • Initial Complaint

    Date:11/14/2022

    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 originally made a purchase with the company more than a year ago and was forced to cancel and receive a refund but it was extremely difficult to even get a response from the company. I then placed in order in October of this year hoping for a different outcome. I received a message about them confirming my order but have not heard anything with regards to shipping. I have attempted to reach out via multiple phone calls, text messages, their contact page on the website, e-mails, and social media messaging and have not gotten a single response or reply. Their phone now appears offline and their text message line no longer goes through either.

  • Initial Complaint

    Date:11/01/2022

    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.
    We purchased sunglasses which were too big. We requested a refund on 8/31/2022. They sent a form to complete, then sent a label for the return. This took until 9/16. The glasses were received by them on 9/22 and the refund still hasnt been received. Im not able to talk to anyone and have received text message on 10/14 stating the refund will be updated in 1-2 business days. On 10/21, they said Shopify had a technical problem and Id receive an update on 10/23, which I didnt. On 10/28, I was offered a refund via PayPal and declined. Even though its states a refund is received 3 weeks after the product was received, it has been over 5 weeks and still no refund.

    Customer Answer

    Date: 11/25/2022

    At this time, I have been contacted directly by Christopher Cloos - USA regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

    Hello,

    The company contacted me indicating their technology to provide the refund wasnt working working. I suggested a check be issued, they didnt accept. They offered PayPal which I accepted. It was to be paid in 5-7 business days which it wasnt. They then said the system to issue the refund would be available on 11/25. I havent seen the refund yet.

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,c

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

  • Initial Complaint

    Date:10/12/2022

    Type:Product Issues
    Status:
    Resolved
    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.
    Bought a pair of gun glasses August 5 and saw easy free returns. Around Aug 20 got them and asked for refund because didnt fit properly. Took until September 8 to get a return label after getting run around. They received the returned product on September 15 and then told me it take up to 3 weeks to process refund. 4 weeks later their system is down and unable to process one.

    Customer Answer

    Date: 11/06/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Christopher Cloos - USA has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:09/28/2022

    Type:Order Issues
    Status:
    Answered
    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.
    Date of Transaction: July 23, 2022 Price: $160.65 Website: ***************************************** ***** advertises being able to return products for free, but it took over ****************************************************************************************************************** every communication.Once they finally allows me to return the product, it was dropped off the ***** on August 19 and reached their warehouse on August 25. I contacted the Christopher Cloos customer care team on September 12 that I had not received a refund and still today (9/27), which is more than a month after I returned my product, I still have not gotten my money back.

    Business Response

    Date: 10/03/2022

    Hi!


    We will investigate the matter immediately and provide swift assistance. You will be contacted by a customer representative.


    Sorry for any inconvenience. 


    All the best, 
    Team CC

    Customer Answer

    Date: 10/04/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     While I have been in contact with Cloos' ***************** it has not actually resulted in getting my money back for the product I returned. See attached for all the interactions since August 1st. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 10/17/2022

    Hi there, 

    We have handled the refund through another payment system after recurring processing errors and a fault within the payment system, so the funds could be issued. The refund and inquiry has been resolved by a collaborative efforts between staff and management. 

    We apologize for the inconvenience in this, but are glad to have been able to help.

    Please remember that we would like to assist you through our support email or phone if need be for future inquiries.

    Have an amazing day!

    All the best, 

    Team CC

     

     

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 July 7th I received my order (sunglasses) and the were completely bent and I didnt like the style. I asked for a refund the same day. On Monday July 11 they offered me a $50 refund to keep them, I declined. On Tuesday July 12, I was offered a gift card plus $50 to keep the sunglasses, and I could bring them to an optometrist to have them fixed for free. I also declined that. On Friday July 22, I received my return label after reaching back out since I didnt receive it. I asked when I would receive my refund, I was told 1-3 weeks. My return was received on August 3. This coming Wednesday will be 5 weeks. I asked for my refund but was told there was an issue with their return process. I was then offered a return via PayPal, I declined. I was then offered a wire transfer, I declined. I was then offered a return via Venmo on Wednesday 08/31. I have not received a response from this company since.

    Business Response

    Date: 09/07/2022

    Hi *****, 

     

    We have forwarded your inquiry to management who will refund your immediately. 

     

    We apologize for the system malfunction and the inconvenience in the matter.

     

    Have a great day!

     

    Kind regards,

    Team CC

    Customer Answer

    Date: 09/07/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    No one has contacted me regarding my refund. Even though the companies response email said it would be immediate.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 10/03/2022

    Hi there, 

     

    We can confirm that the inquiry has been resolved after assistance from ************* and management. 

     

    All the best, 

    Team CC

Christopher Cloos - USA is NOT a BBB Accredited Business.

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