Complaints

This profile includes complaints for Hot Topic, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hot Topic, Inc.

  18305 San Jose Ave City of Industry, CA 91748-1237

• 

  Hot Topic

  4330 Blackhorse Pike Mays Landing, NJ 08330

• 

  Torrid

  2028 Florence Mall Florence, KY 41042

• 

  Hot Topic

  4601 Eastgate Blvd # 634 Cincinnati, OH 45245

• 

  Hot Topic, Inc.

  5000 Shelbyville Rd Louisville, KY 40207

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:04/15/2025

  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.

  Dear Hot Topic , *** marketing for 4 shirts get one free was not upheld by your store at ***********************************************************************************************************. Even shirts from the frontage store by the public bulletin board should be as promised in this deal.

  Business Response

  Date: 04/15/2025

  Hello! We're sorry to hear the store in ********** was not able to assist you with the promotion mentioned. Promotions do vary online and in store. You can read more about our promotions and discounts policies here. ***********************************************

  If the promotion is still happening, you can call our customer service team at ************ to place your order over the phone.

• Initial Complaint

  Date:03/18/2025

  Type:Product 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 earrings at Hot Topic in the foothills fashion mall and was charged *****% tax rate. This over 4 times the tax other stores are charging in the mall and the tax rate of ********************I understand that additional tax maybe added, but not 4 times the amount and the receipts specifically state this.I wish to get refunded for the correct tax.

  Business Response

  Date: 03/26/2025

  Thank you for reaching out to us regarding the tax issue you encountered with your recent purchase at our Hot Topic store in **********************. We sincerely apologize for any inconvenience this has caused. We understand your concern about the tax rate applied to your purchase.
  
  Unfortunately, since this transaction was completed in-store, we are unable to process the refund or adjustment online due to the separate purchasing systems used by our in-store POS system and our website. However, based on the receipt you shared, there is still time to visit the store for a refund or adjustment.

  Please bring your receipt to the Hot Topic store at **********************, and our in-store team will be happy to assist you in rectifying this issue.
  We appreciate your understanding and patience.
  
  City of ******************* Tax Rates

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

• Initial Complaint

  Date:03/04/2025

  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 through the website on February 24th and noticed that the automated system changed my address to 1 number off 5813 instead of 5812. I called hot topics customer support the following day and was told this was corrected. Flash forward and I receive several emails that my items were "delivered" however did not receive anything. (Also that address does not exist!) I called today 03/03/2025. They refuse to resolve the issue. It's a lot of money. They said to call my bank but I use chime and they will not refund the charge. I want the items as I got them on a good sale. They're telling me to file a complaint with the mail carrier which would make sense had I not called to correct the address on 02/25. I want a resolution. There are still items that are pre-sale and to be shipped but now I'm being told they cannot fix the address. Again I bought the items on a good sale and want the items. I should not have to lose out on money because the customer service representative told me they corrected the problem.

  Business Response

  Date: 03/10/2025

  Hello, we are sorry to hear we were not able to assist you with your package that was delivered to the wrong address. We understand this must be a frustrating experience. Although we suggested reaching out to the carrier for assistance, it looks like replacement order CH1000092222 was issued on 3/3 with the correct address listed. If there's anything else we can assist you with, please let us know!

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Ive been a loyal customer of ******************** for years, always finding great deals on their website. But recently, I was denied access to their site because I used too many discounts on my orders. I understand that they have policies in place, but I think this one is a bit unfair. There are so many discounts available every day, and its hard to keep track of them all.I would really appreciate it if you could let me back on the website. Id love to continue shopping with you and enjoying all the great deals you have to offer. Thanks so much!

  Business Response

  Date: 02/19/2025

  Hello ****!
  
  We apologize that your account has been restricted due to excessive use of discounts. Please be advised, restrictions are placed on a systematic basis and can be implemented when multiple orders are placed or multiple rewards are being used on the order. This is strictly for security purposes. We understand that you want to get the best value for your items but our system cannot allow a large discount to be applied to your order or it may be cancelled. We would recommend shopping in store if you want to continue to use your rewards.

  Thank you for reaching out!

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22922882
  
  I am rejecting this response because:

  Ive noticed that there are some products Id love to buy, but theyre only available online and not in-store. The closest store is about 40 miles away, and its quite a hassle to get there. I would really appreciate it if you could make yourself more available to me. Thanks for your time and consideration!

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:02/04/2025

  Type:Sales and Advertising 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 over $300 worth of items from Boxlunch and I never received the package. They stated that they will not reship nor refund me for my items. They stated I had to file a dispute with my bank. I tried doing that and the bank keeps reaching out to Boxlunch who keeps stating that my items were delivered when they were not.

  Business Response

  Date: 02/19/2025

  Hello ******!
  
  We are sorry to hear you did not receive your order, however we are not able to assist due to the high value of the order as well as the tracking showing proof of delivery. We would recommend reaching out to the carrier to see if they can locate the package or contact your bank to dispute the charge. Once you contact your bank, this will result in a chargeback. You should have been compensated through your bank's chargeback process.

• Initial Complaint

  Date:01/27/2025

  Type:Product 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 items from Hot Topic *** through their Box Lunch website in September. When I received the items, two shirts were printed crooked (one very significant). I attempted to return the items to Hot Topic in-store later that month, but the store was unable to accept the return. They had to call customer service and they were on the phone for nearly ************************************************* a shipping label to send the shirts back. I then sent the shirts back, and it shows on their website that the items were received in October. However, a return on the funds has never been processed. When I contacted customer service, they stated a further investigation would be necessary. That is unacceptable. I did my part as the consumer, but Hot Topic *** failed in quality assurance, return processing, and customer service.

  Business Response

  Date: 02/05/2025

  We hope this message finds you well. We are writing to sincerely apologize for the delay in processing your return and refund for order DL4112429463. We understand that you have reached out to our customer service team for support, and we deeply regret the lack of assistance you received.

  While we are not entirely sure what caused the issue with your return, we have contacted our warehouse to inform them of the error and the delay in processing your return and refund. Unfortunately, due to the age of the order, it will not be possible to refund the amount back to your original form of payment. Instead, we will be issuing a refund via check.

  To compensate for the inconvenience caused, we will be refunding you the full order amount. Please contact our customer service team once more to provide your preferred billing address so that we can send the check to you.

  We truly appreciate your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to reach out to us.

• Initial Complaint

  Date:01/24/2025

  Type:Product 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 having an issue returning my items. I requested a return label three times and I still have not received it. Your customer service team just dismisses me and does very little to help. I've checked my spam and junk folder and I still don't have a return label. This should not be this hard. I am never shopping with Hot Topic again.

  Business Response

  Date: 01/30/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience you've experienced with your return process.
  As a one-time courtesy, we have offered a return label. However, please note that the cost of returns is typically the customer's responsibility, as stated clearly on our FAQs page. Additionally, returning items to our store is a free option available to you.

  We understand that you have not received the return label despite multiple attempts. Unfortunately, we are unable to send any more labels at this time. We recommend checking your spam or junk folders for an email from ***, as the return label would not come from Hot Topic directly.

  We truly apologize for any frustration this has caused and appreciate your understanding.
  Best regards,

• Initial Complaint

  Date:01/13/2025

  Type:Product 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 July 21, 2024, I ordered a The Nightmare Before Christmas Flow Lamp paying ***** (some on debit, some in coupons). My order arrived on July 31, ************************************************************** When I opened the box, my flow lamp had been shattered and the box was full of glass shards and a liquid I could not identify. I reached out to the company via email and was told to either ship the item back, or return it in store. I told them that shipping broken glass covered in a potentially flammable liquid was irresponsible if not illegal, and that the nearest store to me was over an hour away so it would cost me alot of time and money that I simply did not have at my disposal. They then informed me that because the **** had lost two of my previous orders over the previous two years, there was simply nothing they could or would do. They refused to refund my ***** and they refused to ship me a new lamp. I then called their customer service line and told them that it was fraudulent to advertise an intact and working lamp and then send me a broken pile of trash. They again stated that they would not refund my *****, nor would they send a replacement lamp because it was simply not an option in their computer system since I had issues with two previous orders (confirmed by Hot Topic customer service to be the fault of the **** and not me).

  Business Response

  Date: 01/28/2025

  We sincerely apologize for the difficulties the customer is facing. We truly appreciate their feedback, as it helps us improve. We understand how frustrating it can be to deal with ongoing issues, which is certainly not the experience we want our customers to have. We're sorry to hear that our support team didnt meet their expectations in terms of helpfulness and friendliness.
  
  The customer has expressed several concerns, including discounts, missing items, and issues with damaged products. They may be using multiple email addresses to bypass our systems for rewards and other benefits. For more information about price matching, please refer to the details on our FAQs page.
  
  
  We want to help as much as we can, but after one or two claims, our ability to assist further is limited due to our operational guidelines. We encourage customers to shop in-store.
  
  Thank you for being so understanding!

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22797644
  
  I am rejecting this response because:

  First of all, the issue at hand had nothing to do with discounts or missing items, so I would appreciate if *** or Miss No Name would kindly focus. It shows right off the bat that they never even read the complaint.
  

  Second, I resent the baseless accusation that I am using deceptive practices to obtain more codes and coupons than I am entitled to.They know full well that I do not now, nor have I ever had more than one email address registered with them, the codes wouldnt be usable on any single order if I did. What even is that accusation about? Grasping at straws to try to make it look like Im in the wrong when their alleged point has nothing to do with anything, and they know they made it up, and for what? What was the goal with that blatant lie? All it does is show how childish their employees are and how desperately they will fight to avoid having to do the right thing. The company ***** in millions each year so why put up such a fight over a $50 lamp? They can see in the photos the same as anyone that they didnt send me a working lamp even though I paid for one. That is fraud. Fraud is a criminal offense. It seems like they are fishing for anything to say to avoid addressing the issue of a toxic business practice designed to take advantage of customers and reward criminal employees while managers apparently hide under their desks.
  They basically admitted to a built-in company policy where the company has no accountability from their third mistake on, evidently for a lifetime since no amount of time passing resets the counter. So employees have no reason to follow the law or any code of ethics. The customer is granted recompense two times, after that they are apparently lucky if they receive any merchandise at all since the company's own policy eliminates their requirement to obey rules of commerce, and mistakes admittedly made by the ************************* are held against the customer. I guess I called them and asked if they would kindly misplace my packages and ensure that they dont get delivered?How is a package lost by the **** my fault? As I said before, their own representatives identified the **** as the responsible party in both issues that they continue to punish me for.
  

  Finally, if shopping in store were an option, I would do it.However the store is miles away and I am disabled. Is this how Hot Topic treats their disabled customers? Commit fraud, steal their money, send them garbage,and then tell them theres nothing they can do because **** actions are the customers responsibility? I guess they can add discrimination to the list of illegal and unethical business practices. If they would take accountability instead of hiding behind anonymity and actually read the complaint and look at the photos instead of drawing things from a hat and punishing their customers for mistakes the ****************** Office made, this matter could quickly and easily be cleared up.
  

  Admit your mistake, send me an intact lamp, the matter is resolved, and I rave about the company on social media. Why are they acting like this is such a big deal? If the person responding to the complaint cant do anything, then they need to get out of the way and refer the matter to someone who will help. Somewhere far enough up the chain is the person capable of making this right, so why am I being lied to, dismissed, and discriminated against by low level grunts with axes to grind who take their malcontent out on the customer rather than being referred to someone with the power to make this right?
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 02/19/2025

  We appreciate you taking the time to reach out to us and sincerely apologize for any frustration or confusion caused by our previous messages. We understand that your issue is specifically about receiving a damaged item, and we acknowledge that this is part of your account and order history with our company.

  We are aware that items may be damaged during transit, and we take past claims into consideration when reviewing your account for further assistance. As we can see, you have not filed any claims with us since your last contact in July of 2024, so we will assist with this claim as a one- last time courtesy. Due to the age of the order, we will need to offer the refund via Klarna. 

  Please be advised that for any future issues, you will need to reach out to the carrier for assistance or shop in-store to ensure no items are damaged or missing from your purchase. 

  We apologize for any inconvenience this has caused but would be happy to assist you this last time.

  Thank you for your understanding and patience.

• Initial Complaint

  Date:01/06/2025

  Type:Order 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.

  On November 19, 2024. I placed an order for 2 Loungefly bags, a stocking, and an athletic dress with Hop Topic via website. These were Christmas gifts. On November 21sr, I was informed my order shipped. December 5th, I had still not received my order so I called Hot Topic. I was told I had to wait until December 10th to call back and either receive a new order or a refund. Problem was I was out of town during that time visiting family for whom the gifts I ordered were going to gifted. On December 12th, I was informed the package was on its way and because I was away, I had stopped mail so I did not receive package until December 17th when I returned home. The package contained the correct packing slip but completely wrong order. I called Hot Topic and they wanted me to send back via a label they would send me but I refused until I get my stuff. Not to mention now I will shave to pay to ship items I had planned to take with me. I requested my stuff be overnight shipped so I would have before Christmas. They agreed and reordered and shipped; however, it shipped in two orders. One order containing one loungefly, the stocking and dress arrived. The other order stills says it is awaiting pick up from Hot Topic and only a label has been created. I called them December 18th, the day after I got home and that's when the were resending. It is now Jan 5th and I still don't have my full correct order. I will not be doing business with them anymore online.

  Business Response

  Date: 01/16/2025

  We hope you had a wonderful holiday season. We sincerely apologize for the inconvenience caused by the delay in your recent order. We understand how important timely deliveries are, especially during the holidays. Unfortunately, unforeseen circumstances during the busy season led to delays that were beyond our ********** a gesture of goodwill, we have refunded the full amount of your order. Thank you for your understanding and patience during this time. We hope this refund shows our commitment to making things right.

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22770639
  
  I am rejecting this response because: I have been checking my card on which the purchase was made and do not see a credit. When was credit issued? 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/31/2025

  I hope this message finds you well. I am writing to sincerely apologize for the delay in processing your refund for order DH2330448662.

  Your refund request was submitted, but due to it being over 30 days, the processing time took longer than usual. We understand how frustrating this must have been for you, and we deeply regret any inconvenience this delay may have caused.
  Please be assured that we have expedited your request as of January 31st, and your refund of $100.61 has now been processed. You should see the amount reflected in your account shortly.

  Thank you for your patience and understanding in this matter. If you have any further questions or concerns, please do not hesitate to reach out.

  
  

  Customer Answer

  Date: 02/05/2025

   
  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,
  
  ***** ****

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I open Torrid credit card thru community bank in May .My second statement was never emailed to me and I made payment by calling *** in full *************** Torrid credit and has been billing late fee and interest Since October until now which is over $100 .I am 43 and never been late on payment when statement has been send .I made payment late because I never received statement called CSr asking and never been informed about late payment and fees until I got text from allstate protection service that past die has *** reported to my credit history on 12/14/2023 (all document attached ) .THIS is scamming bank and collecting interest and late fee .I spoke with ***** at *** today in 12/14/2024 very rude ,unprofessional and would not listed ,couple times she even raised voice .I want those late fee and interest to be removed and this credit card to be CLOSED