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:10/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 bought a sweatshirt for my daughter for her birthday on ******** in Seattle , **********. We dont have a Brandy Melville where we live in **********, so this was a special treat. She removed the tags to wear the sweatshirt, and within the day the zipper broke- it separates when you zip it up. I reached out to your customer service and was told to send a picture of the product, with the tags and a copy of the receipt. I am attaching those here. We do not have a Brandy Melville where we live so cannot do an I store exchange .I was informed that once the tags are removed Brandy Melville is no longer responsible. I dont know anyone who walks around with the tags still attached, and think it reasonable that we should expect a quality product. The fact that the zipper broke within the day and you are refusing to reimburse or replace the product is extremely poor customer service.I am requesting a refund for this sub par product.

• Initial Complaint

  Date:09/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 bought some clothes on Brandy Melville online website on August 29, 2023. The order number is #***-2999940 and the amount of the order is $110.67. I tried to wash these clothes in the washing machine for the first time and a dress in the order faded during the wash and also messed up my other clothes. The website didnt describe the dress would fade and shouldnt be washed in the washing machine. The dress link is here: ************************************************************************************* I believe it is a quality issue of the dress and the website didnt give any instructions. I sent email to the customer service of the ********************** and requested a full refund of the order, however, they refused to make compensation and the reason they provided was once the clothes are washed they cannot be returned or refund. I pointed out that its a quality issue before the dress was delivered to me, but they still refused to do anything to make it right.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Honestly the rudest customer service I have ever received at the Brandy Melville University Village Store. My invoice No is 347-557868. The store manager ****** was so rude, disrespectful, and unprofessional and she did not know how to provide good customer service. On October 11th, I went to the store to buy a hoodie. It was hard for me to pick one because I found that some of them had stains. The quality was not good and stable. Unfortunately, I picked one with a stain on it. So I went back to the store and I wanted to find another one. The store manager ****** came to me and said with a rude attitude Do not go through all of it She even did not add a Please for it. So as a customer, I do not have the right to choose the product? That is ridiculous! It was against the Consumer Protection Law. Consumers are protected by the Consumer Bill of Rights. The bill states that consumers have the right to choose. Because she was lazy and wanted an easy job, she can banned the customer to choose the one they like? How she can do that? I asked her why you are so rude? She said without patience You can just return for store credit. I was shocked and told her It was my choice, How can you say that? " She repeated her words again and asked me to return it for store credit. Then she stand there and interrupted me to choose the hoodie. I put back and organized the clothing every time I checked. The staff didn't help and just talk about you with other associates in front of you. Finally, I picked one and the cashier told me since it was exchanged, it was a final sale and could not be returned. Now they reject to return or exchange from me just because I got one with stain?Why I should be punished for losing the right to exchange or return it since it was a defective item?It was a shame to have the wrost service.Their policy was 14 days with only store credit and no refund, it was unacceptable. I DO need the APOLOGY from the store manager ****** and RETURN and REFUND!