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:07/05/2022

  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 with Fashion Nova on June 27th for merchandise totaling $87.92. I don't know what the issue is with LaserShip who they use to deliver their packages. It's a scam. They always say they delivered your package and you never get them. I received an email stating my package has been delivered. I have been sitting at home with my window open so I can see because I'm expecting other packages. The delivery man has not been to my home. I contacted LaserShip and they told me to contact the seller. You can't get anyone on the phone with Fashion Nova so I'm filing this complaint to get my money back. I tried giving them a chance because I love their clothing but I can't do it anymore. I will never order again from this seller.

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/07/06) */ Regarding the complaint made by the Consumer: We appreciate the opportunity to address the Consumer's concerns. We are happy to help. In order to further investigate and assist the consumer with their inquiry we require order verification via this platform. We ask that the consumer provide their order number as well as the billing address zip code. We sincerely apologize for any inconvenience and look forward to working with the consumer. Consumer Response /* (2000, 7, 2022/07/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Per Fashion Nova request, my order number is ********.The amount of my order is $87.92. My personal information is as follows: ****************** **************************************** Consumer Response /* (3000, 14, 2022/08/04) */ This case was closed after being notified by your organization that Fashion Nova requested my order number which I provided. Fashion Nova has not contacted me about my refund. No additional communication has taken place since you closed this case. I wasn't expecting the case to be closed just because I said I agreed with them requesting my order number. Nothing has been resolved as a matter of your organization closed the case. I'm not pleased at all with this outcome. Business Response /* (4000, 16, 2022/08/09) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. Upon further review of the consumer's order, we can confirm that the claim has been approved. Due to this we have gone ahead and moved forward with a refund. This refund will be reflected back onto the consumer's original form of payment within 5-7 business days. We sincerely regret any frustration in this matter. We appreciate the consumer's time and thank them for being valued Fashion Nova customers.

• Initial Complaint

  Date:07/05/2022

  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.

  Order #******** I paid for express delivery June 30th was next day 15.99 in addition. My package did not come I contacted carrier Fed Ex they put in a escalation ticket for my package. The next morning before 8am I received a call from Fed Ex Supervisor asking if I wanted my package delivered or if I want to pick it up. I indicated I would pick it up. I got a text stating my package was delivered at my address at 11:38am on July 1st my son was close by he got the package which was left on the ground at 11:48am. When I reached home I opened my package I saw only the pair of sandals and 1 of the 2 belts that I ordered. I went up to Fed Ex on July 2nd I spoke with the Supervisor **** about the issue . I showed him the package that appeared to be taped up. He stated that the packages from Fashion Nova usually gets caught up in the conyeiyr belt and perhaps the person scanning my package taped up instead of sending it back to the shipper fashion Nova as damaged. I have sent several request to fashion Nova help center regarding. My goods. I have yet to hear back

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ Regarding the complaint made by the Consumer: We appreciate the opportunity to address the Consumer's concerns. We are happy to help. In order to further investigate and assist the consumer with their inquiry, we ask that the consumer provide the name of the missing items as well as the picture of the damaged package. We sincerely apologize for any inconvenience and look forward to working with the consumer.

• Initial Complaint

  Date:07/05/2022

  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 a order with fashionova on 6/16/22 and 6/17/22. My order from 6/17/22 was delivered on 6/23/22 with no problems via DHL. My order from 6/16/22 was marked as delivered on 6/30/22 by fedex but I never received the order. I have cameras all around my house and fedex never even came on my street at all that day. I checked with neighbors and no one received my package by mistake. I contacted fedex first and was told I had to contact fashionova as they are responsible for filing a claim in order for fedex to investigate. I emailed fashionova after waiting a few days and was basically told there was nothing they could do and I would need to contact the carrier. I then contacted fedex again who basically told me the same thing they told me before. I emailed fashionova letting them know fedex said it was nothing they could do until fashionova let's them know the package was not received. I asked if the items could be reshipped as I am paying for them in 4 but fashionova refused and stated all they could do was give me $15 store credit for a $185 order that I never received. So they're planning to continue to take my money for items that I did not receive and did not even attempt to help me with getting this issue investigated by fedex only telling me they're not responsible for packages that are marked as delivered by the carrier. So basically these carriers can steal packages and nothing will be done about it by the carrier or fashionova who directly is getting my money! This is absolutely unethical! All I asked is for my items to be reshipped with a new carrier to prevent this issue from happening again or just refund my money and nothing is being done.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/07/06) */ Regarding the complaint made by the Consumer: We appreciate the opportunity to address the Consumer's concerns. We are happy to help. In order to further investigate and assist the consumer with their inquiry we require order verification via this platform. We ask that the consumer provide their order number as well as the billing address zip code. We sincerely apologize for any inconvenience and look forward to working with the consumer.

• Initial Complaint

  Date:07/04/2022

  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.

  I placed an order on 6/15/22 and my package was delivered on 6/16/22 via FedEx. My order# is ********. In this order, I ordered the Misty Bandage Midi Dress - White in a Large. When I opened my packed for this dress, the dress smelled like mildew and had black mildew spots on it. On June 22nd, I immediately went to the FashionNova website so that I can do a return for this item. While returning, since it was a damaged item, I was asked to provide photos of the item. I took about 6 or 7 photos and tried to upload them to the site and I received the error message, "Sorry, something went wrong with your submission." I began removing each photos one by one and resubmitting to see if that was the issue, the site still would not allow me to submit the return until I was only able to attach one photo, it submitted with only one photo which did not show half of the damage. I also sent an email to [email protected] with all of the photos and I received a return email advising that this mailbox was not being monitored and to visit the help center if I needed help (which I already had done). There is no phone number to contact anyone and I have not received response regarding my order. I wish to have refunded $34.20 for this damaged item.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/07/05) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We are so saddened to hear that the consumer received damaged goods. We thank them for providing us with photos showing this. They may rest assured that we have gone ahead and issued a refund. This refund will be reflected back onto the consumer's original form of payment within 5-7 business days. Our goal is to delight each customer and we sincerely regret any frustration in this matter. We appreciate the consumer's time and thank them for being valued Fashion Nova customers. Consumer Response /* (2000, 7, 2022/07/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response of Fashion Nova. I have been refunded the full amount of this item.

• Initial Complaint

  Date:07/04/2022

  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'm writig to let you know I have filed a formal complaint with the BBB and Consumer Affairs. I have contacted your costumer service regading this issue at least 3x and have recieved no support with my issue. I have advised you, I am unable to return the items, with the return label provided by your company. The post office is refusing the label provided and requiring I pay over $20.00 in shipping charges. I advised them the shiping cost shoud only be $7.99 per your online return policy. If I opted to pay on line and no charge if I returned to a carry on my own in person, with the label provided. They are not accepting. I have asked for your assitance and support to get a new shipping label and my request ahs gone ignored. I want a full refund for the items I am retuning. They are either to small or to large. I want to return the items within the time frame allocated to get a full refund, however your comany is ignoring me. This will cause delays, and prevent me from being eligible for a refund, due to your failure to assit me with this very time sensetive matter.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. Our records indicate the consumer has selected to return the items with a carrier of their choice. Once the return is finalized we are unable to make changes of any kind. The consumer will need to return the items with the carrier of their choice. Fashion Nova is not responsible for the additional fees charged by the carrier. Per store policy, all returns are refunded in the form of an E-Gift Card. This information is stated on our website and can be found via the following link: *********************************************** Our goal is to delight each customer and we sincerely regret any frustration in this matter. We appreciate the consumer's time and thank them for being valued Fashion Nova customers.

• Initial Complaint

  Date:07/04/2022

  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.

  On June 6 2022 I order something from fashion nova via After pay which said delivered on the tracking report, but it was never delivered to my address at all. when reaching out to Fashion Nova I had to email them and I was told to contact them if I didn't not get my package by June 14 2022. This company is scamming people. There is no way to contact a real support agent they emailed me once and Since have never responded back in a whole month! This is outrageous I'm a customer how can I email a company about my purchase when they can just ignore me. The phone lines are suppose to be there for a reason so that people can feel confident in speaking to someone and getting there issues resolved, but fashion nova is used this email support as a way to pick and choose who they respond to. I have every single email I sent them since they told me to reach back on June 14th 2022. I want my money back. They need to refund my order now! This is the worst customer service in the world. They are purposely ignoring emails and turned there phones off so that they don't have to answer to anyone. I will make sure everyone knows about this. My order number is #******** total 124.69. I will never use this scam company again. How you have department stores in California but for us people calling in to the online support there's no person to call or speak to. They know there are a lot of people trying to contact them so why are they allowed to not have a phone line and just email when they want !!!! Give me my money back. I bet they gone respond now to a dispute but didn't want to respond to my numerous emails for my refund.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We do deeply apologize to the consumer for this inconvenience, as we do understand how frustrating this must have been. Upon further review of the consumer's order, we can confirm that an approval claim link has been provided via email and will be provided below as well. This link will allow the consumer to select their choice of appeasement. **************************************************** We sincerely regret any frustration in this matter. We appreciate the consumer's time and thank them for being valued Fashion Nova customers.

• Initial Complaint

  Date:07/03/2022

  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.

  Placed an order on 6/24/2022 for 3 pairs of pants for a total of $55.19 (order #********). On 6/29/2022 at 3:41AM, I received an email that the package was delivered. As I was working from home that entire week, I would know if a package was delivered. The package was not on my porch (where my packages are normally delivered) nor in my mailbox. I reached out to Fashion Nova and they told me to reach out to them after 7/1/2022. I emailed them on July 2 and was basically told it's my problem and they're unwilling to refund my money. The delivery manifest that was emailed to me has my address but said it was signed by the office. I live in a townhome. There is no office near me. The package was not delivered and I'd like my money refunded. (Besides, no packages are delivered at that time; it's unsafe.) Will you help me please?

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/07/05) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. Upon further review, it does appear that the consumer's claim was denied. This is due to the fact that the carrier was able to provide proof of delivery. Fashion Nova does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. However, as a one-time courtesy, we have bypassed this and can either issue a store credit, or a reshipment. We would appreciate it if the consumer could please let us know how they wish for us to proceed. We sincerely regret any frustration in this matter. We appreciate the consumer's time and thank them for being valued Fashion Nova customer. Consumer Response /* (3000, 7, 2022/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) A reshipment will be acceptable. Their carrier lied as there is no proof of delivery when there is no signature. It's their word, something they said - which is a lie. Who delivers a package at 3:41 AM and receives a signature from office personnel. I will accept a reshipment. Business Response /* (4000, 9, 2022/07/11) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. Upon further review, it does appear that the consumer's claim was denied. This is due to the fact that the carrier was able to provide proof of delivery. Fashion Nova does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered. However, as a one-time courtesy, we have bypassed this and have moved forward with a refund. This refund will be reflected in the consumer's original form of payment within 5-7 business days. We sincerely regret any frustration in this matter. We appreciate the consumer's time and thank them for being valued Fashion Nova customers. Consumer Response /* (2000, 11, 2022/07/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received a full refund so I'm satisfied with this resolution..

• Initial Complaint

  Date:07/03/2022

  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 June 14th my total was $156.13. The order number is ******** and the tracking number is ********. The delivery date was June 17th, when that day came the date changed to June 19th. By June 25th I got concerned with the date still saying to be delivered on the 19th I was sure my package was lost. I emailed them and no response on June 29th. It is now July 3rd and I opened the app for an update on if it had magically appeared, only to see it say it delivered June 17th. I would like my package or a refund. I am truly disappointed with Fashion Nova over this. I would like a refund.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We do deeply apologize to the consumer for this inconvenience, as we do understand how frustrating this must have been. Upon further review of the consumer's order, we can confirm that an approval claim link has been provided via email, and will also be provided below on behalf of the order that was lost in transit. This link will allow the consumer to select their choice of appeasement. **************************************************** We sincerely regret any frustration in this matter. We appreciate the consumer's time and thank them for being valued Fashion Nova customers.

• Initial Complaint

  Date:07/03/2022

  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 order came in two days when I paid for one day shipping and my shoes were cheaply made.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Regarding the complaint made by the Consumer: We appreciate the opportunity to address the Consumer's concerns. We are happy to help. In order to further investigate and assist the consumer with their inquiry we require order verification via this platform. We ask that the consumer provide their order number as well as the billing address zip code. We sincerely apologize for any inconvenience and look forward to working with the consumer.

• Initial Complaint

  Date:07/03/2022

  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 have been shopping with this store for years and for years I have had trouble with getting my items and return. I live in a small city so shopping online is how most of my needs are met. In purchasing from Fashion Nova 8/10 items are lost and Fashion Nova allows you to assume responsibility. I have lost $100 this year on item being lost with no refund or replacement items. This company makes too much money from errors. Consumers should not be penalized for lost packages especially when we are being misguided by Fashion Nova to use USPS with knowledge that USPS is the least safest way to return or send items.

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/05) */ Regarding the complaint made by the Consumer: We appreciate the opportunity to address the Consumer's concerns. We are happy to help. In order to further investigate and assist the consumer with their inquiry we require order verification via this platform. We ask that the consumer provide their order number as well as the billing address zip code. We sincerely apologize for any inconvenience and look forward to working with the consumer.