ComplaintsforRevolve Clothing

• Initial Complaint

  08/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a bag from Revolve/**** on July 13th. The bag was delivered to me on July 16th. I opened the package, did not think it was worth what I paid for it, and repacked the bag. I returned the item on July 24th. Revolve received the bag on July 29th. On August 6th, they said they would not be refunding my money because a COA tag was not attached. There was never a tag attached to begin with and Im due my refund. I sent back the bag in the exact same condition and packaging, down to the tissue paper filling. I was told multiple times I would be receiving a refund, messages attached.

  Business response

  08/20/2024

  Hello *****, 

  Thank you so much for taking the time to seek resolution through the BBB! My name is ****** and I am one of the supervisors with REVOLVE. I am so sorry to hear of the inconvenience you have experienced with the delay associated with the return of your bag! I can understand completely how frustrating this has been through this process. I have taken a closer look into this and I can see that this refund has since been processed. I have gone ahead and resent your refund confirmation just moments ago for your records. If there is anything that I personally can assist you with please do let me know and I would be happy to further assist. You can reach out to us directly at our email ******************************** and request to speak with ******. 

  In the meantime I hope that you have a wonderful rest of your day! 

  All my best, 

  ****** Y

  Customer Service Lead

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello I returned my full order *********. It is advertised through your website that happy return refunds are immediate. I returned order ********* via happy returns and according to your tracking happy returns approved the refund. I am now being told I have to wait three weeks for the refund to be received by your company. This is not what you advertise on your website. Refund me $315.17

  Business response

  08/09/2024

  Hello ******, 

  Thank you so much for taking the time to escalate this with the BBB. I am so sorry to hear that you have been experiencing these issues with our REVOLVE customer service team! I understand completely how frustrating that is. My name is ****** and I am one of the lead supervisors with REVOLVE. I have take a closer look into this and can see here that happy returns has confirmed the items, and the refund was issued back to your ****** account on 7/18, and should have posted on your account now later than 7/25! With that said, our happy returns should not take three weeks to process unless there was an issue with the return, which I am not seeing is the case here! I will be sure to check in with the agent sthat you spoke to previously so that I can make sure these issues do no arise again! 

  If there is anything that I can personally assist you with here, or moving forward please feel free to send an email to ********************************* and ask for ******! I am here all the time and so happy to help! Thank you again for your time, and I hope you have a wonderful day! 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to express my utmost frustration and extreme dissatisfaction with the handling of my order by the online retailer Revolve.I made a purchase on the Revolve website, order #********* and unfortunately received the package in a damaged condition. The shipping company *** promptly notified Revolve about the damage, which is reflected in the tracking number of the package. In a letter from ***, it was stated:"Regarding your damaged package, the investigation into the damage report has been closed and all details about the package damage have been sent to the sender. Best regards, **************"Despite this fact, the package was returned to Revolve's warehouse and successfully received by them, as confirmed by the relevant documents. However, Revolve refuses to refund me for the damaged item, citing the need to contact my bank, which is entirely irrelevant to this situation. My bank has no connection to the damage of the package or the resolution of this issue.According to U.S. consumer protection laws, specifically the ************************* Warranty Act (15 U.S. Code 2301), Revolve is violating my rights by refusing to refund the money for the item received in unacceptable condition. The consumer protection law requires the seller to provide a refund or replacement for a damaged product. Additionally, under the Federal Trade and Commerce Law (15 U.S. Code 45 - Unfair methods of competition unlawful; prevention by Commission), such actions can be considered as unfair or deceptive practices.We strongly demand that Revolve promptly reviews our complaint and refunds the money for the damaged item. We also inform you that this complaint will be duplicated to the consumer protection agencies, the **** and the California Attorney General, to protect our rights and prevent similar incidents in the future.Your timely intervention and assistance in resolving this situation are urgently needed. We expect a swift resolution of this matter in our favor.

  Business response

  07/08/2024

  Hello *****,

  Thank you so much for taking the time to escalate the issues you have encountered with your order via the BBB. My name is ****** and I am one of the lead supervisors with REVOLVE. I would be happy to address the concerns brought fourth in the above information. I have taken a closer look into your order and I first want to start off by saying how sorry I am that you have been experiencing issues with this order. With that said, we will not be able to issue a refund for the order 257229611. I have both reached out to our partners at **** and reviewed the details of the claim information, the tracking number associated with the return has been listed as delivered, however per the feedback of our returns team, and the information as listed on *** the package was not received back from the delivery location.

  I have attached the feedback per *** damage investigation. They advised that the investigation was closed as they were not able to retain the package back from the location it was delivered. Additionally per the tracking events with the original tracking number 1Z11Y9793562332960 damage was reported prior to delivery, however per *** policies, if damaged packages are found before delivery they are not delivered. However the next update was that the package was delivered. With these updates we can confirm with the help of **** that the package was not damaged upon delivery to the address you listed at checkout.

  "When damage occurs, *** inspects the package and evaluates the packaging according to our packaging guidelines which include the ************************************** (ISTA) 3A Test Procedures for small parcel delivery shipments, published by the ***** The original packaging materials and its damaged contents must be made available to *** to complete the inspection and make a decision on the claim.
  *** has made multiple attempts to obtain access to the package for inspection, but has been unsuccessful. Therefore your request for a damage inspection has been closed. Please contact *** if you are able to provide access to the package contents and the packaging materials used for this shipment."

  While I understand that this is not the desired outcome of your order, this feedback will not change. At this time in order to recoup the funds associated with this order you will have to dispute the charge with your financial institution. REVOLVE will provide any details necessary for your banks financial institution in order for them to conduct their investigation. Thank you so much for your time, and I hope you have a wonderful day. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  REVOLVE orders *********, ********* & ********* FWRD orders ********* & ********* I have requested refunds for the above unauthorized orders, the company Revolve aka FWRD had misused my information and my account, charged my card for over 20K USD for unauthorized transactions. I have demanded them to refund, but to date, they refused to refund. They demand my personal details including address and phone number in order to force me to take their products. They also took money from my bank and put in the account claim as store credit for $2231.61. I demand Revolve and FWRD to immediately refund me all the money given I have none of their products, all their items were returned to them and received by them. They shall refund me with no delay. Their violation of law is serious that a class action shall be filed by the state against their business as there are numerous consumers being victim of their misconduct.

  Business response

  06/03/2024

  Hello *****, 

  Thank you so much for taking the time to escalate your situation via the BBB. I am so sorry to hear that your experience has been negative thus far. I have taken a closer look into the orders that you have attached here. I have taken a closer look and can see here that all items within the listed orders have been refunded in full per the conversation that you had with my colleague ***** on 4/27. I will attached the order numbers below: 

  229163431: Refund processed on 4/27 in the amount of $1,309.07. I can see that the refund posted on our end on 4/29 and can likely be found posted in your account on 5/2

  *********: Refund processed on 5/7 in the amount of $1,485.16. I can see that the refund posted on our 5/8, so that would have posted on 5/10 to your account. 

  *********: Refund processed on 5/7 as well. In the amount of $503.91. 

  228653746: All but two items the Bottega Veneta Candy Arco Tote Bag in Celadon & Gold (all) and Burberry ********************** in Vivid Turquoise (all) were processed for a refund back on 11/28. The two items listed above were processed on the same day as above, 5/7

  232185491: retrofete Mimi ***** in Aqua Blue (M) was processed back on 5/7 as well. 

  I have also taken a look at the store credit referenced in your message was for order 234872436 that was for an order placed in December, and returned quite outside our returns policy on 4/17. That is the reason that store credit was issued. While I understand your frustration completely we are not able to issue refunds back to the original payment method base of 30 day return policy. We appreciate your understanding of this policy. 

  I do hope that this information has been helpful and hope that you have a wonderful rest of your day! 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  COMPANY STOLE ALMOST $2000.00 FROM ME!!!!!!!! They are refusing to refund it! Never buy from here. EVER!!! I will be sending this to any news outlets and tik tok influencers for help!!!! I ordered $3000.00 in product about 5 months ago from this online clothing retail company called revolve. *********** sent the the packages but some items were not in the package. Almost $1000.00 worth!! *********** told me they would not help me and to dispute it with my bank, which I did and the bank refunded me and sided with me against the company. I then returned the other items through a company they work with called happy returns which is located in other locations like a petco. (weird I know.) I did this and have emailed proof the items were returned to that location and were now not in my possession. This was over 4 months ago. *********** refuses to refund me saying the bank returned the money. ( which they did not, only for the items not received) *********** says they wont refund and go to the bank. Ive been fighting this for 4 months and am extremely frustrated. THE **** IS UNABLE TO REOPEN ANOTHER CASE SINCE I HAD TO DISPUTE THE NON SHIPPED *****. THE COMPANY STILL HAS MY MONEY AND I HAVE A VOICEMAIL AND EMAILS SHOWING THEY WILL NOT RETURN IT TILL I PAY THEM BACK MONEY FOR THE ***** I NEVER GOT!!!!!!!

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hi this is regarding order *********. I have went through a lot of trouble with this order and the company has not been helpful. I ordered these shoes for my honeymoon that I left for this morning. They were supposed to be delivered yesterday. The package was initially misdelivered but a neighbor down the street dropped it off. I opened it and received a romper I didnt order. Assuming someone else got the shoes. I chatted with the company and sent them a photo and everything they asked for. They responded stating that they will not refund me until they have the romper back. This is unfair as I am gone on a 2.5 week cruise and I cant wait this long to be refunded for something thats not my fault. Further research found that legally I don't need to return or pay for something I didn't order. I am 100% okay with returning this as a courtesy however due to not getting what I had initially ordered I am owed a refund at this time. This has been time consuming for me to get this dispute filed & attaching all of the supporting documentation/statements from the *** site. Please make this right.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business advertises refunds and free returns, however with my very first purchase with this company, I was denied this, when I found the products that were sent to me were unacceptable. The dresses that were sent were either damaged or the level of quality in the material or tailoring was lacking and not up to expectations, and were ill-fitted. None of these dresses were worn. I am looking for a dress to celebrate life, turning 40 in February, and trying to beat cancer. I had a masectomy witbour reconstruction and cannot even wear the dress yet. The dress is intended to wear in February ****. This was expressed over the phone before the company finally gave in and decided to give me a return label to return the products for a full refund. I documented the returns and listed all the reasons for each item that was being returned per their protocal. After they recieved the products, I was not issued a full refund as promised. First the claim was the dress was not included in the return, then they said the dress was included in the return but it showed signs of wear, which is a boldface lie. The dress in question was too small and could not even be put on. I told the company to review the security footage of my return because I am 100% certain other than the dress being too small there is nothing wrong with that dress and was never worn. Out of this order I decided to keep 2 of the dressed, even though one of them arrived damaged, I now have to find a tailor to fix it. I didn't want to return it since the dress is out of stock, I wouldn't get an exchange. Should I also be asking for a discount for keeping a dress that arrived damaged ? I originally didn't even ask for that, but the company has proven to be dishonest and lacks integrity and operates under false advertising. I was promised a full refund and that is what I expect.

  Business response

  02/05/2024

  Hello *******, 

  Thank you so much for bringing this to our attention through the BBB. I am so sorry to hear that your experience has been anything less than exceptional, especially given the fact that this is in regards to your first purchase with us! I would love to make this right for you. I have taken a closer look into this and can see that there are quite a few orders here with dresses being purchased, some of which have been returned. However I am not seeing mention of an item received defective. If you could kindly send us an email with the subject line ATTN ******, and the order number in which this is referenced to I would be so happy to take a closer look into potentially getting a discount applied or look into an exchange for you. 

  I also wanted to address your concern with returns as well. I am seeing that you absolutely qualify to return your items back for a refund. However given that you are on our modified return policy there are some adjustments to the standard full refund, and free returns. Policy is subjected to any customer that has 80% returns and up. This policy is noted on our sites returns page under exceptions. I am so sorry that this was not better explained at the time your returns were sent back. 

  Please do kindly reach out to me as listed above so that I may be able to get the dress that you kept taken care of! Thank you again for your time, and I so look forward to your response! 

   

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ********* I placed this order and upon receiving the item I returned it and the condition was new as I received it. I returned it using the reutrn label enclosed and return address was revolve warehouse in shoemakervillle in ** and I still didnt get issued a refund despite revolve sending me an email stating on 11/23 that they received my return in their warehouse and refund would be processed within 2-3 business day Id like refund of 1095$ issued before I file this as a lawsuit and escalate this matter further to ftc.gov and my attorney

  Business response

  12/13/2023

  Hello *******, 

  My name is ****** and I am one of the supervisors with REVOLVE, thank you so much for raising this issue through the BBB. I am so sorry for the delays and inconveniences experienced with your return. I have taken a closer look into this and can see that this was confirmed within our returns team and processed for a full refund on 12/6, which was the day it would be processed as advised by our CS team. I do apologize for the delay in the processing, however we do have to make sure that all items are physically processed within our returns department before issuing a full refund back to the card on file. If there is anything else that I may be able to be with as it pertains to this order, you can absolutely send us an email with the subject line ATTN ******, and I would be happy to help. 

  Thank you so much for your patience and understanding through this whole process. I hope that you have a wonderful day!

  All my best,

  ****** Y 

  Customer Service Lead

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my order number is ********* i have made a big purchase online at revolve.com.I purchased next day delivery and indeed paid extra for faster shipping.I am home all day everyday due to an leg injury.my package stated attempted delivery next day when i was clearly home the entire time .my bell was not rung nor was a package every being delivered .I had to wait until the following monday for an redelivery.Monday came around i am still at home no bell was rung and i received an email my order was delivered i check my status and it was delivered with no signature after the item value being so high a signature required was definitely on the *** website now my package is missing it was never even signed for revolve refuses to do anything even tho it clearly shows my package was delivered without an signature when signature is required please be careful who you shop with

  Business response

  11/13/2023

  Hello ******, 

  Thank you so much for bringing this to our attention via the Better Business Bureau! I am so sorry to hear that you have experienced such issues with us here at REVOLVE. I have taken a closer look into this situation and can see here that you have advised that your package was in fact located, which is great news. However I am seeing that you advised that you received the incorrect item and that it was returned. I do want to confirm that because the item was a FWRD RENEW bag, the item was physically reviewed and confirmed sent out correctly as there are not multiples on our site. At this time I am not seeing that the item was returned back to us despite your advising so.

  Can you confirm the tracking number used to send this back, as the one I have on file does not show any signs of movement. Once I am able to locate the package within our warehouse, after that tracking link is provided I can go ahead and make sure that we follow up with our disputes team, with the status and possible next steps for your situation. However please kindly keep in mind I am not able to process a refund for the item with a pending dispute on file. 

  Thank you so much for your time, and I look forward to your reply! 

  I hope you have a wonderful day. 

  All my best, 

  ****** Y

  Customer Service Lead

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on Revolve.com on Thursday, September 21, at 6:04 PM. However, I didn't like the item, so I decided to return it using the Happy Returns system that Revolve provides to its customers on Saturday, September 30, at 11:38 AM. I received an email stating, 'Your return has been accepted and is now traveling back in one of our reusable totes.'According to the email, 'Within one business day, REVOLVE will send a confirmation email including your refund total. Store credit is available in one business day, and refunds to the credit card should appear on your statement within 3-5 business days.'However, it's now October 14, 2023, and I still haven't received a refund. I've contacted Revolve's customer service team several times, but they haven't provided me with any answers.

  Business response

  10/25/2023

  Hello ****, 

  Thank you so much for raising your concerns with REVOLVE via the Better Business Bureau, I am so sorry to hear of your experience! My name is ****** and I am one of the supervisors with REVOLVE, and wanted to make sure to follow up with you! I can see here that your refund was processed on 10/24, back to your Klarna account. I have also gone ahead and pushed through a full refund back to your account, and will post back into your account in 3-5 business days. If there is anything else that I can personally assist you with please do not hesitate in reaching back out to me via ******************************** with the subject line, "For ******" and I would be happy to help! 

  I do hope that this information has been helpful, and sincerely hope that you have a wonderful rest of your day!

   

  All my best, 

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

  Customer Service Lead

  Customer response

  10/26/2023

   
  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,
  
  **********

*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. ↩