Complaints

This profile includes complaints for Five Below's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Five Below has 103 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Five Below

  701 Market St Ste 100 Philadelphia, PA 19106-1533

• 

  Five Below

  1209 W Bay Area Blvd Webster, TX 77598-3832

• 

  Five Below

  8022 Mediterranean Dr Estero, FL 33928-8304

• 

  Five Below

  1048 Hanes Mall Blvd Winston Salem, NC 27103-1309

• 

  Five Below

  4816 Ridge Rd. Brooklyn, OH 44144

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:07/10/2023

  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.

  This store is selling broken products. Someone needs to go through the reviews and look at how the products are already used and the store refuses to do returns. I purchased a car mount that would not work. It was a defective product. I walked in and showed them and asked for an exchange and was told that the product was opened. Of course it was opened, that’s how I know it doesn’t work. They said if a product is open they don’t do returns. I showed on the receipt that if a product is defected it can be returned and the manager said “new policy”. I purchased the item just one minute before I walked in. It’s a scam and I believe it was also racially motivated. They didn’t even try to help, the worker immediately started to push it against the counter and when it couldn’t stick she said “well you don’t want it to be sticky and mess up your window. I want a refund

  Business Response

  Date: 08/07/2023

  
  The customer emailed and called Five Below and received the following response on July 12, 2023.  The issue was also communicated to the District Manager of the J-ville FL store.
  
  Jul 12 08:30 am
  
  Hello ***!
   
  I just wanted to follow up regarding your experience at our Jacksonville, FL store. 
   
  I understand that you received a refund for the item via an eGiftcard on 7/10/23, but wanted to ensure the matter has been resolved to your satisfaction.
   
  Please know that the details of your experience have been brought to the attention of this store's district manager and leadership team to ensure all store crew members are up to date with the correct return policy. Again, we sincerely apologize for any misinformation or inconvenience.
   
  We have additionally forwarded this product issue to our team of buyers and our quality control department for further review. Thank you again for taking the time to send your video of the product!
   
  Please let me know if there is anything else that we can do to assist you, we're happy to help! Thank you again for bringing this matter to our attention and for giving us the opportunity to respond.
  

• Initial Complaint

  Date:05/26/2023

  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 had to place two duplicate orders less than an hour ago because the online credit did not correctly applied the first time. I contacted customer service immediately and asked them to cancel one of them, and was replied that they could not cancel it (?). However, I can still do a return later. It turns out that I will have to pay for return shipping. This makes NO sense. I request a cancellation and they refused, then make me pay for return shipping. I just want a refund and the order cancelled. The order number is **********.This is the worst business practice I have seen, and I will not order from Five Below again. The attached photo shows two orders of the same item, made today (less than an hour ago).

  Business Response

  Date: 05/31/2023

  See attachment.  Customer was offered free shipping (refund for shipping if another order was placed) and a return label (Five Below funded) to return the order that could not be canceled. We will contact the Customer today and re-offer the return label.

• Initial Complaint

  Date:12/25/2022

  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 or #********** on 11/20. After receiving a later order on 11/28 and checking the status of this one to find the label was created but the package not shipped, I contacted customer service. A ****** responded "Unfortunately, all shipping carriers are a little backed up due to the lack of drivers and the increase in packages. The good news is that normally, packages do move and get delivered! Of course, if we don't see any movement on your order by the 10th business day (12th December 2022), we will be happy to see what we can do to make it right!"I'm not sure how many holidays Five Below celebrates between mid Nov and mid Dec, but unless every other day is a holiday, somebody should have been willing to address the problem before 12/12. Regardless, nothing ****** said turned out to be true. I again inquired about my order on 12/9 -- which is obviously more than 10 business days after 11/20, and I got no response. At no point has anyone at Five Below attempted to make anything right. Nobody inquired with the shipper about the package, nobody attempted to replace the package, nor has anyone offered to refund my money. There was no customer service with their stated 10-business days, nor before the holiday. The whole line about providing customer service at any point is a complete scam. I ordered very collectible ***** and ********** ************* for the holidays for my kids. At the time I inquired about the order, everything I ordered could have been replaced. But that is no longer the case because ****** preferred to issue a canned bs response and tell me she could make everything right later if the package didn't turn up on its own without her having to do anything. Although I see an out of stock notice online, I know these items will be made available in stores soon. So I trust you will be able to do what you need to do to replace the order regardless of the stated online stock status. Thanks!

  Business Response

  Date: 01/12/2023

  Dec 11, 2022, we refunded ************** $62.81 which was the full value of the lost order, **********. 

  Dec 25th, we were contacted by ************** stating that she had not received a response. 

  Dec 26th we responded saying that we apologized that the order was lost by *** and provided the ************** with a screen shot of the refund that was done on Dec 11, 2022. We also added a $7.95 credit to ****************** account so that she would have free shipping with her next order. 

  Dec 27 we also sent ************** a $50 ecard as an apology for her experience. /

  We consider this matter to be closed.

• Initial Complaint

  Date:12/03/2022

  Type:Delivery 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 had made a large order like 18 or 19 items and have only received one item from my order! I’ve contacted customer support through emails and they stopped responding back to update me. I’ve also called and they think it was stolen or on the truck. I have the fed ex app! I can see they only sent out one shipment and it was 10 lbs the same as the one item I received . There was no other package shipped. They charged me for all of the items and only received one item. They have not told me what is going on with the rest of my order. I would like my items shipped to me ASAP or a refund. This is unacceptable. I have shopped here many times and spent quite a lot of money in store and on their app. This is frustrating that no one can seem to help me. Especially around the holidays when people are expecting their packages !

  Business Response

  Date: 12/16/2022

  Customer was refunded in full for $107.58

  2/3/2022 ****** *********************** Package Delivered, Not Received Ecomm ********** **** - ***** Home ******** (***** Provided Photo) Refunded Order REFUND $107.58  

  Customer Answer

  Date: 12/23/2022

  [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 satisfactory to me. 
  
  Regards,
  
  *******************************
  
  

• Initial Complaint

  Date:11/23/2022

  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 have placed multiple order With five below, each order has arrived with issues. This last order, will be my last. I placed $114 order and when I received it, it was badly damaged due to poor packaging. They put my entire order in too small of a box, thus smashing and ruining everything. Christmas lights were smashed and glass all over everything including the gummy candy, they bent up an advent calendar to fit it in the box. They gave me two wrong items instead of the ones I ordered! The order is all completely damaged and they are only offering a $16 credit! I don’t want this order! I’m not giving my child candy for Christmas with shards of glass in it! They are refusing to send me a prepaid label to send it all back! I want a full refund for I will not give this to my child!

  Business Response

  Date: 11/28/2022

  The Customer was refunded $114.93.  Documentation attached.

• Initial Complaint

  Date:11/19/2022

  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.

  Packages being scanned delivered and left outside my door. I'm not receiving my packages i filed a police report for multiple stolen packages and five below refuses to submit a refund. Usps never leaves packages outside your door they usually send the package back to the post office to be picked up.

  Business Response

  Date: 12/16/2022

  Customer **************** has reported 5 PDNRs (product delivered not received) in the last 1 year & 1/2.  See dates and order #'s below.  The 1st 4 were refunded in full.

  
  5/12/2021:  **********

  5/14/2021:  **********

  11/2/2021:  **********

  10/25/21:    **********

  11/16/2022:  **********
  

  The 5th request was declined and the following was communicated to ****************; "As promised, your claim of Package Delivered Not Received was escalated for further investigation. The Escalation Team has broader resources to identify root causes for these issues, such as access to inventory logistical data, including tracking of when packages are picked and scanned, shipment weights, as well as video surveillance.  Our records indicate that your order was shipped in full and that it was delivered by USPS, on 11/16/2022, with tracking #**************************.  At this point the investigation has been closed as the claim cannot be substantiated.   We are unable to issue a refund or grant any discounts moving forward. If you have further inquiries, we can put you in touch with the Asset Protection Team".
  

  Also in a previous phone conversation with **************** (Nov 5, 2021), we did ask that she please use an alternative shipping address in order to eliminate this issue with future orders. 

• Initial Complaint

  Date:10/15/2022

  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.

  I placed an order around 7:30am on 10/9/22. I received my items in the mail on 10/14/22.I had an item missing from my order. I contacted five below immediately. This is the second time this has happened to me with this company and they refuse to do anything to make it right. They inform me that the item requested is out of stock and my card was not charged for it. When I placed my order the item was in stock. Five below then RESTOCKED this item at least twice that I saw throughout the day, I was keeping watch trying to help a friend catch him in stock. There is ZERO reason as to why this item was restocked SEVERAL times and my order which was placed early that morning could not be fulfilled properly. This is a common complaint I've seen from other people, and is not the first time it has happened to me. Five below continues to say they have the items in stock when they do not and continues to take orders for them and do not inform their customers that they will not be receiving the items. The only way for me to get this item now, because it was a five below exclusive, is to pay almost $30 online from other people, for a $4.50 item from five below. I want monetary compensation, enough to purchase the item from a third party.

  Business Response

  Date: 11/16/2022

  We show that this item was delivered to the Customer (screenshot attached). We will contact them today to follow up.