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:06/23/2022

  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 purchased shoes on on 6/11/22 for a specific pair of nude heels. ORDER#********. The shoes were delivered on 6/16/22. I didn't open the package immediately, but a few days later I did and realized they shipped me 2 DIFFERENT shoes! One is the correct style with a strap and the other shoe is completely different (NO strap). I immediately went through the websites "Help" process for order discrepancies on Monday 6/20/22 with the issue as there is no direct line to contact them or even call to speak to someone. I have since messaged with 4x more "help request" with NO response. The site states you have to contact them within 14 days of delivery with any issues. We are now on day 7 and I would like to receive the correct shoes I PAID for and send these incorrect ones back at NO additional charges for shipping on my end as this was the company's error.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/06/27) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We thank the consumer for reaching out to us. We kindly ask the consumer to please provide us with a photo of the incorrect item recieved. 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 /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The photos they are requesting have already been submitted with the original complaint. This still does not explain why no one has yet to reach out in response to my multiple request via the website for resolution to this matter outside of the BBB complaint. See attached below photos for the 2nd time per request. Business Response /* (4000, 9, 2022/07/03) */ 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 order, we can confirm that a reshipment has been granted. This new reshipped order # is ********. 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:06/23/2022

  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 completed my order #******** on 5/31/2022. I package was scheduled to be delivered on 6/10/2022. There has not been any tracking updates since 6/1/2022. I have contacted Fashion Nova several times for information on my tracking number and estimated delivery. I have not received any correspondence as of today which is 6/23/2022. In the fact that Fashion Nova is such a big merchant with a big a consumer base, a customer should be able to contact a live representative in the event of such issues. This is honestly the first time I have experienced this with fashion nova, I usually have no issues receiving my purchases.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/06/26) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We thank the consumer for reaching out to us. Upon further review, we can confirm that their package was lost-in-transit by the carrier. Due to this, a claim was initiated on 6/10/22. However, it appears that the consumer has not completed this claim. In order for an appeasement to be made we do request that the consumer completes the claim below: https://claims.fashionnova.com/5ax00qSa0_2tifnEzusfP 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, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was issued a gift card to compensate for my loss package.

• Initial Complaint

  Date:06/23/2022

  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 made a purchase since june 4th and the order hasnt been shipped yet so i try to contact fashion nova help center 5 days ago and they never get back to me. They dont have a phone number for customer service either a chat support everything is by email and they never answer any of my emails .I want to do an update on my shipping address because the order hasnt been shipped but there is no way to contact them directly.

  Business Response

  Date: 07/19/2022

  Business Response /* (1000, 5, 2022/06/27) */ 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, as international orders can take up to 30 business days to be delivered. This is due to the package having to go through customs. Regretfully we do not have control over how long the consumer country's customs department holds onto a package. Due to this, we ask the consumer to please reach back out to us if their package is not delivered by 7/5/22. 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 /* (3000, 7, 2022/07/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Today is July 5th i still havent receive my package.I have tried to to get in touch with them but they never get back to me.Their customer service is too hard to reach out.They dont have any call center or chat support,it is only via email and they never respond. Business Response /* (4000, 9, 2022/07/07) */ 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 that was lost in transit, 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. Consumer Response /* (2000, 11, 2022/07/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the refund.Thank you

• Initial Complaint

  Date:06/23/2022

  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 purchased a dress through Fashion Nova on May 14. The total plus shipping was $63.58. The my purchase was supposed to arrive May 17. When tracking my shipment through FedEx it said my shipment was delayed and there was no estimated delivery date. I contacted FedEx they stated to me that they couldn't locate my package and they would open a case to look for the missing item. The case was closed on May 19. I notified Fashion Nova immediately after via email which is the only way to contact customer service, and told them about the issue. They sent a email stating that they would issue a refund on 5/25 if there was no update on my tracking number. On 5/25 I notified them again and told them there were no changes (I hadn't received the package). The asked me how I wanted my refund. I stated I wanted a full refund returned to the original form of payment. Since 5/25, I've contacted them at least 4 times since then because it's been more than 17 days and I have not received my full refund to my original form of payment. Every time I send an email to them stating my issue, I receive the same generic message from Fashion Nova Customer Care saying to please allow up to 7 business for the amount to post to my account. I'm still waiting on my $63.58 to be returned to my card/account because I didn't receive what I paid for. The package never arrived.

  Business Response

  Date: 06/30/2022

  Business Response /* (1000, 5, 2022/06/27) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We deeply apologize to the consumer for this inconvenience. The consumer may rest assured that we have moved forward and have issued a refund for order #********. This refund will be reflected onto their 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, 2022/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has agreed to issue a refund to my original form of payment within 5-7 business days. I've been trying to resolve this issue for more than 30 days now. If this issue is not resolved in 5-7 business I will request for this case to reopened.

• Initial Complaint

  Date:06/23/2022

  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 ordered from Fashion Nova on 06/14/2022. I was supposed to receive my package on 06/22/2022 . Ok fair amount of time . I noticed that they had a new shipping carrier named LSO & not the usual carrier . Kinda fishy but I didn't think anything of it . I got a notification for it being delivered at 2:30 on June 22. I've ordered from them last month on May 18th and they used FedEx , package got there & was there waiting at my door as usual . Now that they are using LSO , I haven't received anything. I know my neighbors didn't steal it because I just had another package from SHEIN at my door untouched. LSO didn't leave a proof of delivery , a note on the door saying no one was there to receive it or anything. I asked the leasing office did they happen to come here she said no . I reached out to the company LSO , no response & they said it should take 24 hrs . I reached out to Fashion Nova twice but nothing back . Is this company legit because I've never had this issue & for Fashion Nova not to respond & say anything or have someone to actually speak with is absurd. I want something to be done . ASAP

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/06/27) */ 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. We sincerely apologize for any inconvenience and look forward to working with the consumer. Consumer Response /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Order ****************************************************************** Business Response /* (4000, 9, 2022/07/03) */ 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, We can confirm the consumer's order has been returned to sender. The consumer has been issued a credit for their returned items. 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:06/23/2022

  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.

  The date of the transaction was December 22 2021 at 8:21:07 am. I paid $ 161.28 . They committed to provide me 7 items. I was only delivered 6 of the items. The item I am missing is the wanderlust leggings in black size M. I paid $ 20.99 for the leggings. I also paid $ 19.99 extra for fast delivery. I have reached out several times through their email customer service as calling the number provided leads to a dead end. They have ignored every request for a resolution. I do not find that they have any intention of resolving the issue because it has been 6 months with no reply. Their customer service is extremely dysfunctional. No tracking number was ever made specifically for my leggings but I do have screenshots proving that I did buy and never received them. The Order is #********.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/06/27) */ 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 order #********, we can confirm that the following items were unable to be shipped out due to them being out of stock. Wanderlust Leggings - Black When items are out of stock, an automatic refund is issued. A refund in the amount of $22.43 was issued back to the ********** ending in **** on 12/22/21. We do highly suggest that the consumer reaches out to their financial institution in order to confirm the transaction, as the refund was issued on our end. 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:06/23/2022

  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 15,2022 I made a purchase from fashion nova and my total was 452.33 . Literally the day after it said it was shipped and by the third day it said it was delivered . Which was not true according to the cameras in my home . It said it was delivered June 17 Th and that is not true! I contacted fashion nova and they are not reaching out.I spent way to much money on my order to not have received it and I really needed that clothes by the next week . I need my money back or my order one of the two . Fed ex told me to contact fashion nova and they will not respond.

  Business Response

  Date: 07/25/2022

  Business Response /* (1000, 5, 2022/06/26) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We thank the consumer for reaching out to us. Upon further review, can confirm that the order states to have been successfully delivered. This information can be found via the following link: **************************************************************************************** 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 initiated a claim for the consumer. This claim link was provided by the consumer on 6/20/22 and has not yet been completed. We highly advise the consumer to please complete the claim in order for a resolution to be made. **************************************************** 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 /* (3000, 7, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received my order yet. Business Response /* (4000, 9, 2022/07/03) */ 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 below. 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:06/23/2022

  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.

  Hi I'm writing regarding my experience with this company I placed many many orders and I have spent a lot of money and my most recent order order number ******** never showed even though it was marked as delivered my billing address and shipping address is correct everything is correct and the package never showed I reached out to fashion nova immediately via email I was told in an email response that an investigation needed to be completed and they would contact me back after I never heard from them again after 3 months I made contact with them again and was told since it's been 90 days they can't refund me my money and I explained to them it's been so long because I was waiting to be contacted back by them when they finished their investigation and they told me they still couldn't help me because it's been 90 days now that is an awful thing to do to a customer especially a customer that spend as much money as I do how can you tell me wait for an investigation and I'll hear from you and you never contact me back and then say it's been 90 days now you can't help me I would like my refund or store credit

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 5, 2022/06/27) */ 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 first reached out in regards to their package on 6/10/22. Any packages that are missing, or not delivered must be reported within 10 days of delivery. According to the carrier, order #******** was successfully delivered on 1/12/22. Based on our findings we can confirm that this package was not reported on time. Due to this, we must respectfully decline the consumer's claim. 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 /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes 6/10 is when I attempted to reach back out Business Response /* (4000, 9, 2022/07/03) */ 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 order, we can confirm that the carrier successfully delivered the package. This information can be viewed via the following link: **************************************************************************************** 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. Our records indicate that this package was not reported on time. Due to this, we must respectfully decline the consumer's claim 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, 11, 2022/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:06/23/2022

  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.

  ORDER ******** Amount : 101.00 Expedited fee ; 27.00 canadian Was paid for EXPEDITED, as I do with every order. Was shipped on the 17 june 2022 has not moved for the past 5 days. I was supposed to get it today...I paid 27.00 extra trusting that it will get there on time. I called DHL. Seems like my items were sent regular mail which can take up to 20 days. So it does not seem like my items were sent EXPEDITED like I paid for As it stands, my items are going to be delivered on the 29th of June; I needed one of the items to be worn on Saturday, the 25th for an event. I have sent an email, sent a message on FB and Instagram. I would like money back for the expedided fee I paid ; the 27.00 Canadian.

  Business Response

  Date: 07/13/2022

  Business Response /* (1000, 5, 2022/06/27) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We thank the consumer for reaching out to us. Upon further review, we can confirm that the order was placed under Express Canadian Shipping. This shipping method has an in-transit time of up to 9 days and does not include the 4 business day processing time. This information is listed on our website and can be found via the following link: ************************************************** Upon further review of order #97236286, we can confirm that the package states to have been delivered on 6/27/22, meaning that it is within the promised shipping time frame. Due to this, we must respectfully decline the consumer's request. 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 /* (3000, 7, 2022/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, I checked with DHL and my items were not sent via Express or Expedited. DHL does not have this service for International shipping. IMy items are usually shipped with Fed Ex and I get them within max 3 days. Choosing DHL was detriment to me because I received my items way later. I was NOT advised that my items were going to be shipped by DHL, because it's always been via FEDEX. So feel like I paid for a service that is NOT offered by DHL to get my items within the same time as I'd regular shipping was used. Had I been advised, I never would have ordered these items as I needed one for the coming Saturday. If you know that an EXPEDITED shipping is not offered from the shipping company you deal with, then mention it and give the customer the choice. I still feel o like I should get a refund. Business Response /* (4000, 9, 2022/07/03) */ Regarding the complaint made by the consumer. We are always happy to help our consumer's concerns and will gladly further assist. We deeply apologize to the consumer, as it does appear that the carrier experienced some slight delays. Upon further review, we can confirm that the carrier successfully delivered the package. This information can be seen via the following link: **************************************************************************************** As a one time courtesy, the shipping fee has been refunded back to the original form of payment. 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, 2022/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I gave to say that my complaint was not about the package not being delivered ( see reply from FN) , but that the package was NOT sent EXPEDITED but was sent REGULAR. The shipping company used DOES NOThave an EXPEDITED service with the shipping option that FN chose. This information was confirmed by DHL. FN is replying as if they did me a favor, and that refunding to the EXPEDITED fee is. COURTESY....Right. That being said , the did refund as I requested, for something that I paid for but did not get , which I repeat, was the EXPEDITED fee. I will NEVER order from them again.

• Initial Complaint

  Date:06/23/2022

  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 with fashion nova on 5/31/2022 received item had to return item didn't fit return within 10 days of receiving they receive return item but issued me a Amount: $33.30 E-Gift Card Ending Code: ******** I wrote them and requested a refund back to my orginal form of payment as stated on there policy page Quickly and easily return your item(s) through our Returns Portal! Only US customers will be able to purchase a return shipping label but the returns portal is open to all customers. You have 30 days from the date of delivery to return your item. The majority of returns are refunded via store credit in the form of a Fashion Nova gift card. Returns are processed within 5-7 business days after your item(s) are delivered to us. To receive your store credit more quickly, use the prepaid return label option in our Returns Portal below!

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/06/26) */ 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. We sincerely apologize for any inconvenience and look forward to working with the consumer. Consumer Response /* (2000, 7, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept provided order number and date and proof of return in which co gave me a merchandise credit and not refund back to cc as stated in there policy .