ComplaintsforRevolve Clothing

• Initial Complaint

  08/09/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I was targeted by my lead ***********************. I felt very harassed and was treated unfair. The company I felt like was offered not the whole truth when it comes to as why I was terminated. I had one of the strongest numbers on my team and she was out to get me from day 1. I provided documentation to all absences, and kept in communication regarding my late shifts due to system error. I would like this to be reported that I was not treated correctly.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company attempted to charge my PayPal account for 2 different charges $214 & $192 on May 26th. They said it was for a pending order. I have never dealt with this company or even heard of them prior to seeing these charges. Revolve sent me an email asking me to confirm order so they could ship, naturally I didnt confirm it. I have tried to call them and can not get through to anyone. Now they have attempted to charge my *********** credit card for $214 on May 30th. I have disputed it and *********** closed the card. Now Revolve has tried to charge my PayPal account again on May 30th. I am unable to reach anyone at Revolve to stop these charge attempts that I have not made.

  Business response

  07/07/2023

  Hello ******, 

  Thank you so much for bringing this issue to our attention via the BBB. I am so sorry to hear that this has been your experience with us this far! I have taken a closer look into this and can see here that the three additional attempted charges have been declined and any pending transaction on your PayPal accounts has been dropped. I am so sorry that your Capital Once charge was used to plan an authorized purchase. We always take extra effort to make sure fraudulent purchased are not made, however sometimes they are pushed through. I am so glad to here that dispute was made. Please know that if *********** needs anything from us at all in order to conduct and close their investigation in your favor, REVOLVE will full comply with whatever they need! If there is anything else that I personally can do to assist you in these matters further please go ahead and send me an email at ******************************** with the subject line ATTN: **************** I would be happy to follow up! 

  Thank you again, and I hope you have a wonderful day!

• Initial Complaint

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had placed an order for 3 items, only to receive 2 of the items. Im missing a pair of jeans. When contacting Revolve, they are demanding I sign a document. In the document it is making you agree to them not refunding or being responsible for future purchases. This is such a terrible business practice to put the blame and responsibility onto customers. Also, the pair of shoes I received are disgusting, used and I demand a refund for my missing jeans and used shoes! This is so disappointing.

  Business response

  03/23/2023

  Hello ******, 

  Thank you so much for providing your feedback regarding your most recent experience with REVOLVE. My name is ****** and I am one of the supervisors with REVOLVE, and I wanted to be sure to address you concerns that you have provided the Better Business Bureau. I am so sorry to hear that your experience has not been positive thus far! I can understand completely how frustrating it is that your order was missing the jeans at the time of delivery. I did take a closer look into this and was able to confirm that the three items in you order 196128957 were shipped out by our warehouse team. For this reason, and that this is the second claim on your account for an order with missing items, we did have to go ahead and send the affidavit to be signed. At this time we are happy to go ahead and get you taken care of for this order, but in order to do so we do need to have that affidavit reviewed and signed.

  While I know that this is not an ideal situation, and is frustrating we do have to make sure that we are following our policies and procedures here. If you would like to go forward with this refund please do kindly reach out to us directly with that signed affidavit and I would be happy to issue that refund right away. If you are not comfortable with signing that, I do kindly recommend reaching out to AfterPay to dispute the charge. Our team will be sure to provide any information for them to conduct their investigation! Thank you again for your time, and I hope that you have a wonderful day. 

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have ordered a Canada Goose vest from the website Revolve Order #*********. Per the tracking information my package got left in front of the house without a signature required. Upon opening the package I realized it was empty without my vest and it only had packing paper. I have contacted Revolve customer service where from the beginning I received very rude customer service however they said they will contact their team and send a follow up email. The next business day I receive an email stating they checked with the team and they will not be providing me neither a replacement or refund. Their response was that they said they shipped out the item and in the email they stated that the warehouse has provided the image of the package as they record all shipments. Now this is where they started lying because the picture they provided is a Canada Goose vest in a brown shipping box that opens from the top four corners and they said this is my item that shipped. Now the box I have received from them is a *** Express white box that is different size and has a side tear opening. Also the *** tracking shipping weight was 1.5 LBS on the *** website but on the label it said 2 LBS and Revolve said they round up the weight which when I contacted *** they said its not true that *** does weight it correctly. When I explained to Revolve that I have caught their lie they started saying opposite things and started hanging up their phone after multiple times. From reading other people's reviews I see I am not the only one that had this happen. This was my first and last purchase with them. Revolve I am demanding a refund for my order its unfair to treat a customer like this and to provide rude customer service that causes lots of stress on the customer.

  Business response

  01/18/2023

  
  Hi ******,
  
  This is ******, ******** Service Supervisor, we have spoken about this particular order via live chats. As we have preciously discussed I reached out to the warehouse team to confirm that your item did ship out correctly. At this time, it has been confirmed by our warehouse team that the serial number for the specific item that was assigned to your order was scanned out of our system and is no longer in our warehouse, indicating that it did ship out. The warehouse team has further confirmed that the item was packaged in a white and brown medium sized *** box and was successfully delivered by *** to the shipping address provided at checkout. While I know that you were provided with a photo that showed a different style of box, however, as explained, that was just an example of how the item would appear in that packaging. That photo was not your specific order. I apologize for any confusion or frustration this has caused you.
  
  At this time, we can file a *** claim for a damaged package since you have advised that the package arrived empty. I know that you have previously mentioned that you did not want a *** claim filed, which is completely in your purview, however, outside of this, the only other option that we can extend is for you to dispute the transaction with your financial institution to attempt to receive reimbursement because we will not be able to process a refund or a reshipment at this time. Again ******, I know that this is a frustrating situation and I am very sorry for any inconvenience it has caused you. If there is anything else I can help you with, please do not hesitate to let me know. Thank you for your patience and understanding. Have a nice day.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Ordered a product (Christmas present) wrong item arrived, they claim based on the "Serial number" which ********************* confirmed their products do NOT have, its not wrong and they refuse to take it back even know it was reported wrong within 24 hours!!! place is a pure scam, they sent the wrong item on purpose thats worth 1/3 the price and refuse to take it back.

  Business response

  01/25/2023

  Hello *******,
  
  Thank you so much for bringing this situation to my attention! I am so sorry to hear that your experience thus far with REVOLVE has been anything but ideal. That is absolutely nothing I ever want for our valued customers! I would love the opportunity to take a closer look into this for you. Unfortunately I am not able to pull up any order details with your email address or first and last name. Can you kindly reach out to ******************************** with the subject line "attn ****** Y, and the order number" so that I may be able to locate the order and we can work together to come up with a resolution of some kind.
  
  Thank you again for bringing this to my attention, and I so look forward to hearing from you soon! In the meantime I hope that you have a wonderful rest of your day!

  Customer response

  01/31/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Lets see if they really handle it, I have emailed ******************************** with Attn to ********

• Initial Complaint

  10/30/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I received my online order from Revolve and noticed items were missing, but more importantly, it seemed as the items were used in some way. They were ruffled and wrinkly, not in the usual way some clothing might be. I was concerned with the condition and decided to return all the items with the label provided in the box. I used ****** for this transaction. I did not received a refund, I contacted ****** letting them know the same info I am providing here and ****** told me to submit a report/document from a list of sources one being the ********************** in order to proceed with the dispute otherwise they would side with the seller and close the dispute so that's why I am providing/submitting this information. I have provided a screen shot of the tracking confirming the package was received, a receipt from ***, and a picture of the box with said label. I also provided what ****** said.

  Business response

  01/23/2023

  Business Response /* (1000, 5, 2023/01/06) */ Hello*******, Thank you so much for your submitting your claim through the **********************! My name is******* and I am one of the supervisors with REVOLVE, I wanted to be sure to personally follow up with you regarding this situation. Firstly, I do want to start out by saying how truly sorry I am to hear that you have not yet been refunded for the items that have been sent back, in addition to those that were not received. Taking a closer look into this I am seeing that the return for the items that were sent back to us were processed successfully however we were blocked by ****** to refund them due to the dispute that was filed. I can see that we sent an email on October 17th advising that we were not able to issue that refund and to reach out, I am so sorry that you did not receive that. I will follow up via email through our REVOLVE email so that we can set up that refund for you and get this taken care of in its entirety. Again, I am so sorry that this has taken so long to get resolved however I am committed to getting this resolved for you. I will touch base with you soon and I hope that you have a wonderful rest of your day!

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of designer boots from ****, a company owned by Revolve. The boots arrived - same brand, but different boots. I opened the shoe box within the shipping box, took out one boot, saw it was the wrong boot, put it back in the box. I then filled out the Revolve return document, indicating that the "incorrect item" was sent and sent the boots back. I received an email that my item had been received, and three days later I received an email from a customer service rep ******* the company that read: " It looks like you returned a vero cuoio black boots, which we never carried on our site. Please confirm the address that you would like us to ship this back to you at? We look forward to your response." It appears from this email that the company was accusing me of "switching out" boots and returning different boots. I called the company, explained to them that they had, in fact, sent me the boots, that I don't and have never ordered a different pair of boots by that brand, and that I didn't even take the shoe box out of the shipping box. They now are "investigating" their internal error, while holding my large amount of money while they do so. I am certain that this is illegal; a company should not be able to hold consumer's money while they investigate internal error with their vendors and employees. Please investigate.

  Business response

  11/28/2022

  Business Response /* (1000, 8, 2022/11/11) */ Hello ****, Thank you so much for providing us this feedback through the Better Business Bureau. My name is ****** and I am one of the customer service Leads with **** and REVLOLVE. I am truly so sorry for your experience with us, I have looking into the situation further, and find the back and forth for about a month to be unacceptable! While we do make every effort to provide the best service to our customers in every situation, we absolutely missed the mark here. We did have to internally investigate how this could have happened on our end, however at every step we should have reiterated that we were dedicated to finding a solution and getting you taken care of rather than asking you to dispute the charge. I have reviewed the history of this situation, and with the information that I have, I have gone ahead and issued a full refund for the item. You will be receiving an email shortly confirming that refund. Please do note that it will take about 2-3 business days for that refund to post back into your account. Please know that I am incredibly sorry for this experience and hope that if there is anything I can do to regain your trust in us, you would reach out to me directly so that I can help make this right, for your reference I am in M-F, 5am-1:30pm. Our phone number is*************** and you can requestion to speak with me any time withing the mentioned hours. Thank you again for submitting this claim, so that I could be given the opportunity to make this right. I hope that you have a wonderful rest of your day.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a***** sweatshirt from the business. I received a************* bodysuit. I reached out to the business and they asked me to email me a picture. I did this. I was informed to ship the item back and that a refund would be issued the same day. That didn't happen. I was then asked to fill out this ridiculous form and email it back. I went ahead and did that. Now I receive another email stating they are waiting for the wrong item to come back. Every time I speak to them it's a new story. This is the worst company I have ever dealt with. Instead of being apologetic and refunding me- they are giving me the run around. I'm reaching out to the *** to help me obtain my rightful refund. Otherwise I will have no option to get **************** involved and file a dispute. I will NEVER ship with them again! Order #XXXXXXXXX

  Business response

  10/25/2022

  Business Response /* (1000, 8, 2022/10/17) */ Hello********, Thank you so much for providing us with your feedback regarding your most recent experience with FWRD! My name is******* and I am one of the managers with FWRD/REVOLVE. I wanted to be sure to address these concerns personally, as this is never the experience we want our customers to have! I have taken a closer look into your order and can see here that the refund was issued in full back on September 12th, was refunded back to your ****** account. It appears that this refund ahs posted to your ****** balance and can be transferred back to your ****, if you have not already done so! I am so sorry for the back and forth that had taken place between you and our agents. I will be sure to use this as a teaching moment for my team so we can prevent any further back and forth. Our first priority is the customer, in all situations. However, sometimes we miss the mark, and this is one of those occasions. I do hope that you will give us another chance to make it right, however we understand your hesitancy going forward. If there is anything that I may be able to assist with going forward, please do not hesitate to reach out to us directly by emailing ****************, and request to speak with*******. I do sincerely hope this information has been helpful! I hope that you have a wonderful rest of your day! Consumer Response /* (2000, 10, 2022/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received refund

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order number #********* was returned and received on Aug 19, 2022 After that Friday I haven't received anything the following week saying anything about my return I called everyday and got the same response to just wait, I feel this is very unprofessional and not how business should be ran if I don't receive a refund I would have to go down to small claims and file a lawsuit that's my last option

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello *****, Thank you so much for your feedback regarding your most recent experience, my name is Hannah and I am one of the customer service leads here with REVOLVE. I wanted to start out by saying how sorry I am that you have not yet been able to get feedback on your return! I understand completely how frustrating that must be! I have taken a closer look into this return, and I can see here that the return shows delivered to our returns partner on August 19th. Unfortunately at this time, due to the value of the item and the feedback from our upper management team we are not able to proceed with a refund until it is processed by one of our returns agents. I understand the need for an immediate refund, however we do have to follow our policies in this situation. If you would like to go ahead and dispute the charge with your bank, as they have the ability to get this taken care of for you on their end. If there is anything they may need to proceed with this please let them know that REVOLVE is happy to comply. Again, I am so sorry for any inconvenience this has caused you. I hope that you have a wonderful day.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Returned an item using return label (provided *** proof of delivery and signature from revolve warehouse employee)... Revolve won't refund because they claim they lost the package. Waited for over an hour to speak with a "supervisor" who stated a refund is not possible. Requested we sign a legal affidavit to dismiss all future claims. Absolutely ridiculous customer service for a 'luxury brand.'

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/01) */ Hello *****, Thank you so much for providing us with this feedback, my name is ****** and I am one of the customer service leads with REVOLVE, and would like to help make this right! Firstly I would like to extend my sincerest apologies to you as this is never how I want our customers to feel! Unfortunately I am having a hard time locating the order that you are referring to with the information provided in your initial message! If you could kindly provide me with the order number this is in reference to as I would be so happy to take a closer look and follow up with you! Thank you again for your feedback and I so look forward to the opportunity to resolve it! I hope that you have a wonderful rest of your day!

*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. ↩