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Business Profile

Work Clothing

Onset brand

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Work Clothing.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 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:02/21/2025

    Type:Service or Repair 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.
    I received 3 items from this brand as a gift and I reached out to them via their website portal requesting an exchange. They finally sent me a return label but send it to the people that gifted me the items instead of attaching it to the email chain.From the beginning that I reached out to them, I indicating that this was a gift and was just looking for an exchange. They agreed to exchange and to even send me a gift card for the items not available. Ive been having such a terrible experience with this company and every time they would email me back, it was just short responses. They finally emailed me at the end and told me that it was reimbursed to the original form of payment. This was a gift and I am so embarrassed to ask the people that gifted me this to repurchase these items. When I reiterated this information as I once did at the beginning of the exchange, they even asked me to buy the items myself. They have not helped me in getting this resolved and keep replying the same, sorry for the inconvenience. Please help me get the items exchanged.

    Business Response

    Date: 02/24/2025

    Hello,

     

    We are writing to address a recent concern raised by one of our customers regarding an exchange. Upon receiving the item the customer wished an exchanged, we promptly processed a full refund to the original payment method.

    Unfortunately, once a refund has been processed, we are unable to reverse it. To resolve the situation amicably, we can offer the customer a gift card for future purchases.

    We believe this gesture demonstrates our commitment to customer satisfaction and hope it satisfactorily addresses the customers concerns.

     

    Customer Answer

    Date: 02/24/2025

     I am rejecting this response because:


    The person that has gifted me the items from this brand has re-purchased the correct sizes for me with the refund to the original form of payment.
    I dont need a giftcard for future purchases. 

    I am very disappointed that they didnt offer any sort of  resolution until I reached out to BBB. I dont need free things. I just needed better customer service. 

    This case can be closed as I will be receiving my items. 

    Thank you! 


  • Initial Complaint

    Date:12/11/2024

    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 was charged for an order that was not completed, I did not received any merchandise from them and they refused to refund my money.

    Business Response

    Date: 01/06/2025

    Hello,

     

    Order the customer provided was wrong and therefore, we could not find her order.  While doing more research we finally found the order she was speaking in regards to and its order ***** under name ***** de la ****.  Based on the Customers email we have responded the following:

     

    Hello,


    Thank you for reaching out to us.  Unfortunately, things happened out of control during transit. Like in this case you are not receiving your package.  It might have gotten lost in the mail, stolen, etc; but no problem, if you purchased our route protection for your order and you are covered for instances like this one.  Please go ahead and create a claim in our Route website in order to get a new order created or a refund.



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


    If you want an exchange we wouldn't be able to help you since it was purchased during our sale and it was the final sale.

  • Initial Complaint

    Date:12/27/2023

    Type:Sales and Advertising 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.
    This company was having a Black Friday promotion. It was heavily advertised on social media. I made a purchase including 3 items. This is a completely online store, that I had never purchased from previously. Once receiving the items and without removing any tags, I tried them on and discovered they did not fit. Being that they were quite pricey, I went on the website and processed a return and sent them back. I never received any confirmation or update on my return until I continuously reached out to the company. I was then told that they could not accept my return because it was purchased during a sale and that they would be mailing me my purchase back. Heres the problem: they NEVER stated anywhere on the promotion that these items were considered sale items and that they were final sale. Now I am out my hard earned money and stuck with items that do not fit. This is a truly deceiving practice and borderline scam because had they made that clear, I would not have bought any items because the average American cannot afford to lose on out on money on things they cant use. I wouldnt have taken the risk knowing that these items cannot be returned without having tried them on because guess what? Theyre an online store, I couldnt have known. The most disappointing thing is these items are in brand new condition, tags still attached and in the original packaging. The items are still listed on their website too so there is no reason why they cannot accept these items back. No resolution has been offered.

    Business Response

    Date: 12/28/2023

    Hello,

     

    Our website does state that any on sale tiems are not refundable.  We have actually told the customer that we can have her return the items for store credit in which she has denied because she wants a refund instead.  I will attach the emails with her and where we state to her where our website also states it.  Once reviewed and if you still agree that the customer needs to be refunded we will refund her, but we have tried to make the best solution to the customer.  Customer decided to go to the ******************** instead.

    Customer Answer

    Date: 12/28/2023

    Please see their advertising where it does not state items purchased are final sale. When you purchase from a physical store, the sign says all items final sale & when you bring it to the cashier they remind you its final sale. Whats the point of having a Black Friday sale and not letting costumers return when they are disappointed with the product? I would have not purchased had they made it clear it would be final sale because who would run that risk? They are deceiving people!! I made it clear I would pursue a BBB complaint as I did not want store credit from a business that is deceiving. 

    Business Response

    Date: 12/28/2023

    Hello,

    I have gone with my superiors and we don't want any trouble with our customers.  Therefore, for the misunderstading and miscommunication of our sale, we will ***** her a refund and she could keep the items you purchased.  

    Business Response

    Date: 12/28/2023

    Proof of refund.

    Customer Answer

    Date: 01/04/2024

     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.

Onset brand is NOT a BBB Accredited Business.

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