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:02/08/2023

  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.

   
  
  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.
  
  
  
  
  Sincerely,
  
  ***** ****
  

  Business Response

  Date: 03/22/2023

  The customer submitted a return on 1/5/23 and mailed it in on 1/10/23. Larger returns are manually processed by our Returns Team at our warehouse. The customer reached out on 2/8/23 saying she had not seen the refund come through. We let her know our policy and once the item arrived it would be processed. She followed up on 2/11/23 and the tracking had been updated. The package was damaged by FedEx so they did not complete the delivery. We then manually processed her refund on 2/13/23.

• Initial Complaint

  Date:12/13/2022

  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 returned a coat under warranty and received a replacement in a timely manner. Both coats were sized small. The one I returned fit perfectly. Its replacement was much too small. I wrote to the thread were an employee and I had communicated about the replacement. No answer. I wrote to the email informing me that my new coat had arrived. No answer. I wrote again to the original thread- a series of correspondences. Still no answer. I submitted claims using their online system, twice. No answer. I messaged them on Facebook. No answer. They claim to respond in 1-3 business days. I haven't heard from them since the new coat arrived over two weeks ago. I can't process a return because the new coat replaces one under warranty and the refund came up as $0.00. I can't request an exchange because both coats should fit, in theory, and the newer one is too small. And I can't get anyone to assist me because they are ignoring my emails. I have read many reviews online about this business failing to respond or refusing to assist other customers.

  Business Response

  Date: 03/22/2023

  Customer submitted a warranty claim on a jacket 10/21/22. The claim was approved, and a new jacket was sent 11/15/22. The customer then followed up not liking the fit of the new jacket. We helped him return the jacket for free, however the return was lost in our holiday returns, so the claim was not resolved until 1/9/23 when we issued him a gift card to use on a future purchase for the amount of the purchase price of the item rather than another replacement jacket.