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:07/07/2023

  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 am filing a complaint with Anthropologie/BHLDN because they apparently don’t take action when you just provide a review. Review Posted: 9/6/2021 about BHLDN Zero stars. I purchased a gown from BHLDN. The gown was on pre-order, which is completely fine. I schedule to work remote the day of delivery - because this is an important bridesmaid dress. I continuously monitor tracking. I receive a tracking notice it has been delivered merely minutes ago. I immediately step outside to check. Nothing. I immediately reach out to BHLDN for any information. They notify me that I must wait 48-72 hours to see if the package shows up. I reach out to their carrier for the package (***) at about 48 hours. They say a claim must be filed by the shipper, and that I can’t report it. I reach out to BHLDN several times again asking what I should do in this scenario. They say wait. Then they said I have to file a claim with my insurance. They stop responding when asked for proof of delivery. I continue to search for it. I asked around several times for the next couple of weeks. Let this be known - the package was never delivered. I was home with views of my front door the entire morning it was “delivered”. Since the company went completely silent, I filed with my credit card company. I had to recoup the money to pay for another gown - $278.15. Luckily, my credit card company was able to make right what BHLDN didn’t even bother to do. Fast forward, and I receive notice that I must pay BHLDN the amount due or I will not be able to make purchases from any of their brands. Claiming I’ve robbed them of the money - no, you never delivered my gown to me. I reached out to the carrier (***) again, and they let me know that if BHLDN had let them know that DAY it went missing they could have reached out the driver to place where the gown went to instead of my residence. This all took place in June 2021 - sorry, BHLDN, no one has YET to bring me the dress you claim was delivered. Order **********

  Business Response

  Date: 07/10/2023

  After reviewing the case, we have confirmed that the dispute was closed in the customers favor and the funds have been credited back by the customers financial institution as of July 28, 2021. 

• Initial Complaint

  Date:03/08/2023

  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.

  My wife ordered a dress that never arrived even though it said it did. Customer service refused to be helpful in making this right. I am requesting a refund.

  Business Response

  Date: 03/14/2023

  After further review we have refunded your order **********. You should see the refund in 1-3 business days. We apologize for confusion. Have a great day.

• Initial Complaint

  Date:03/02/2023

  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 purchased 2 dresses on 2/8/23 order ********** same dress one size 16 one size 18. 2 boxes delivered on 2/11. My daughter did not want to try them on as she purchased a dress at local salon on 2/10 . I opened each box just to get return shipping label. I took 2 boxes to *** on 2/13 and received two tracking numbers. Both boxes were received by BHLDN on 2/15 at 9:52 am received by *** . On 2/21 I got an email that dress size 18 was received and a refund processed . My **** was credited with that refund . On 2/22 I contacted customer service about the refund for dress size 16 and was told 2 boxes were received but not processed by same person so wait a few more days . On 2/28 I spoke to a different customer service person she took my tracking numbers and verified that both boxes were received and she would contact the warehouse. I was to get an email within 24 -48 hours . No email. No response. I feel like I have followed the return policy and I hope this is just a mistake on their part. I am due $1506.60 for the additional size 16 dress I returned and they received. I would really appreciate any help you can give me. Please let me know if you need the tracking numbers.

  Customer Answer

  Date: 03/06/2023

  Just letting you know that the day after you sent my complaint to BHDN on 3/2 I received my total refund on 3/3. The money has been refunded to my credit card. Thank you so much for your help. If you need any documentation from me please let me know. I really appreciate your great work.

• Initial Complaint

  Date:03/01/2023

  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 a bridesmaid dress from BHLDN in store in Oct 22 for $262.88 (order #*************). Dress was backordered & arrived end of Nov ’22. Last week (Feb ’23) I found BHLDN sent the wrong style AND size. Called customer service to get the correct dress. Rep put me on hold for 10 minutes while she went to check stock. While on hold, she put in an order for a dress without confirming any info with me. She came back & I told her that I’d moved & needed to change the address. She said the only thing that could be done was to cancel the exchange & me order a new dress. She said a new dress would not be sent until I paid or sent back the incorrect item, which is illegal as per the FTC. 2nd customer service rep told me they would send an E-gift card to order a new dress & it’d be in my email within the hour. Waited 14 hours & received nothing. Called the next day (3rd customer service call) & was told it’d be to my email within 2 hours. Called 8 hours later (Friday afternoon) & was told that the 2nd rep had issued a classic, plastic gift card (to my old, incorrect address). Was told it would be between 1 & 24 hours to get the correct card & to call back if it didn’t happen. Called back 24 hours later (4PM on Saturday, my 5th call) & was told their gift card person isn’t in the office on weekends, I would receive it by lunch on Monday, & there was nothing to be done. I called the original store that I bought the dress at & was told to come into the store and they’d try to return the dress onto a card for me to help me purchase the original dress. They weren’t able to as, the dress was already ‘returned to a gift card’, though I had no gift card. Manager of my local BHLDN called customer service for me and they HUNG UP ON her. I had to purchase a new dress (now putting me out over $400 in total) & wait to be reimbursed once I received the gift card. Only after elevating it to their home office did I get the gift card midday Tuesday (5 days after originally promised).

  Business Response

  Date: 03/05/2023

  This customer has confirmed they received the electronic gift card that was sent on February 28th. 

• Initial Complaint

  Date:01/28/2023

  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 November 22, 2022 I purchased a wedding dress for my wedding in spring of 2023. The arrival date I was given was January 15, then it got pushed to January 27, then to April 21 - which I wasn’t alerted to until we called and emailed repeatedly. Order number is *************. April 21 is not in time for my wedding. We were given 20% on the dress. What good is 20% off on a dress I can’t even wear at my wedding? I have heard of 3 other people in the last year who this happened to with BHLDN. Honestly, a full refund isn’t enough, because I will need to pay hundreds if not thousands in rush shipping and tailoring a new dress.

  Business Response

  Date: 02/08/2023

  The store is working with this customer to get this resolved.

• Initial Complaint

  Date:12/01/2022

  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.

  I placed an order through a BHLDN employee for my wedding dress on 9/3/2022 and was told I would receive it within 5-7 days. 3 days later, I was informed that the shipping address entered for my order was incorrect so the order would have to be updated. I provided the necessary info to correct this, and was then told that the item was backordered for a month. 1 month was not a problem so I agreed. Since then, it has been delayed 6 more times with new shipping date estimates provided each time. This information should have been provided to begin with. Now we are at the point that the dress may not arrive in time for the event and in time for the necessary alterations to be made. It is also at the point where I may not be able to order a dress elsewhere and get it in time for the event either. If there was potential for the wedding dress to be delayed 4+ months, this should have been brought to our attention so that we could have gone with another store. 1 delay is one thing but 6 times so far is unacceptable for a wedding dress. The order now says it should be shipped by December 9th but judging with how this has been going, I am sure I will get an email the day before that it has been delayed yet again. We have tried contacting the store manager to get a regional manager's info, but our calls have not been returned. My order # is AP20215854. I would like the wedding dress to be delivered immediately as this was supposed to be delivered 3 months ago and not having a wedding dress for a wedding is a significant issue. I feel that I was deliberately mislead so that I would go through with a purchase. There is a lack of transparency and a lack of willingness to resolve the issue.

  Business Response

  Date: 12/09/2022

  Hello,

  The customer has worked with one of our local stores to obtain the dress and her current order has been cancelled.

  Thanks,

  Management 

• Initial Complaint

  Date:10/24/2022

  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.

  On January 2022, I purchased a wedding dress from the sister store called BHLDN. I was very careful about the couple of wedding dresses that we ordered and we tried a couple of different sizes. I sent these items back on time through *** at my husbands business. After many attemps to check on my return credits, I was submitted a credit that can only be used at BHLDN after they said that I did not return the dress back on time. This is incorrect and I have tried to get my full refund back and they have been very rude! The submitted gift card to BHLDN does not help me since my daughter is now married and I have no children left that need wedding attire. I had asked if I could use the gift card at one of the sister stores aka, urban outfitters or Anthropologie and I could not get them to submit me a PIN. This is a terrible company. They are not willing to work with you and they do not respond back in kind. I will not be purchasing from them again. This was also during COVID and all the problems that that brought with shipping. I DID return through *** but since I used their label, there is no record for me to back this. Again, I would be willing to work with this company but they are not willing to work with you!

  Business Response

  Date: 11/08/2022

  We have researched the return and unless you have return tracking showing it was returned within 30 days, we will not be able to push the funds back to the credit card. I am sorry for any inconvenience that this may have caused.

  Customer Answer

  Date: 11/09/2022

  [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 is the only one I'm going to get from this company. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:10/22/2022

  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.

  My best friend is getting married in North Carolina. I live in Florida. She sent the information about the bridesmaids dresses that we needed to order. I ordered the correct one. I ordered based on their sizing online in the correct color. My order number was **********. When the dress came I believed it to be the correct dress. I had to get the dress altered because their sizing online was completely off. I show up to the wedding and the dress is the complete wrong color. We all ordered champagne dresses and they sent me a rose color. The dress looks like it could be champagne on its own but up against the other dresses is is completely wrong. The bride was furious and I wasn’t allowed to be in the wedding. BHLDN did nothing to resolve the matter. It was their mess up and they should be refunding me to make it right.

  Business Response

  Date: 10/25/2022

  We are sorry to hear this. A full refund of $235.40 has been issued to the original payment method. Most credits post within 1-3 business days. 

• Initial Complaint

  Date:09/10/2022

  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 purchased several items from BHLDN on July 3. Before competing the purchase I reached out to customer service to confirm all items were refundable to my card because I was making a large purchase in hopes of finding a wedding dress. I received the order on July 13. The items did not fit well and I was unimpressed with the quality, and one of the items received was an incorrect item, so I requested a return label and dropped the items at USPS to return them on July 28. I reached out to BHLDN on August 13 because I had not heard anything about the status of my return. The customer service rep indicated they received my returned items on August 2, but they would not be able to process it until August 23 due to processing delays. I reached out to BHLDN on August 29 and was told my refund would be processed within 3 business days. I then received two emails with e-gift cards for the amount of the returned items. I reached back out to the customer service rep and requested a refund to my card, as I had previously been told would be available before I made the purchase. The customer service rep responded telling me that items returned after 30 days from delivery were only eligible for store credit. I laid out the timeline for the rep, indicating my return was sent well within 30 days of delivery and I should not be penalized due to the company's delayed processing time. After requesting a manager, I was told on September 4 that I would be issued a refund within 2-3 business days. I still have not received a refund on my card at this point. After the delays and poor customer service, no part of me would want to shop at this store in the future. I do not feel like store credit is an acceptable response since I confirmed the policy with customer service before placing an order, and I stayed within the timing of the return policy. At this point wedding dress shopping is on hold because this company is holding my money hostage and I'm completely heartbroken.

  Business Response

  Date: 09/13/2022

  An additional refund of $1351.53 was applied to the original method of payment on September 13, 2022. Please allow up to 3 business days for this to reflect. 

  Customer Answer

  Date: 09/29/2022

  Hello,

  On September 16, I received a refund of $1,134.64 on my card from BHLDN. Despite the dollar amounts BHLDN provided previously, I believe this dollar amount to be the correct amount that is owed to me. 

  Thank you for your assistance. 

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