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Business Profile

Womens Clothing

Torrid

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

This profile includes complaints for Torrid's headquarters and its corporate-owned locations. To view all corporate locations, see

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Torrid has 24 locations, listed below.

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    Customer Complaints Summary

    • 249 total complaints in the last 3 years.
    • 46 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/30/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 under the assumption that I could have it shipped overnight, since I paid the extra $28 to have it shipped overnight. I specifically needed one item for this next week, and that item was cancelled because it was "out of stock". This was not reflected on the website. So I now have called twice, the first time being a conversation with someone who apparently could not speak over a tiny murmur, and the second one who spent the whole time telling me how she has no ability to help me with this. Now, I know it's not technically the company's responsibility if I place an order for an item that is out of stock, but my gosh, some assistance would be helpful. The chat feature timed out THREE TIMES because the associate on the other end was unresponsive. The ladies in store have always been so sweet, but every time I have had an issue online, it has been a hot mess and I have been spoken down to by an indifferent person on the phone who doesn't want to actually try when approaching an issue. I am most likely going to return the other shoes I purchased once they arrive, as I'm not going to give my money to a company that so clearly thinks that I am stupid and that my time and money is unimportant. This order was important to me, as the shoes are for a close friend's wedding. Torrid dropped the ball on communication in this instance and I am officially over it. I would like to have the ability to select a new pair of shoes with waived shipping. I don't mind paying for the shoes at all, but the shipping? Was never supposed to be paid TWICE. Come on. Order number is ************.

    • Initial Complaint

      Date:05/28/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 $100 gift card through Torrid.com on 4/12/2022 (order number DTXXXXXXXXXX). The gift card was shipped through the mail and received as usual. It was a gift for my sister's birthday, and it was gifted to her on Friday, 5/20. She attempted to use the card on Saturday, 5/21 and it was declined. We called the number on the back of the card, and, after entering the card information, the recording told us that the card was not active. I then called Torrid customer service. After speaking with ******** I was told a message had been sent to the gift card department to release the card and that I'd receive an email once that process was complete. I waited. On Monday, 5/23, I hadn't received any further information, so I called Torrid again. The first CS representative couldn't be bothered to listen to my issue and just told me to call gift card services. ******* at Gift Card Services told me that I would need to activate the card and explained that process. I informed him that I was aware of how to activate a card and that this card was not the kind that required activation. It had a 16-digit account number and a pin, but no activation instructions or prompting. He confirmed that it should have been ready to use out of the box. He then looked at my account and told me he could not see the order and that the gift card must have processed through someone else. He told me to call Torrid back because only they would be able to resolve it. I called Torrid back on 5/23 at 7:46PM and spoke to *********. She was very nice and attempted to get the situation resolved. She took all the information I had, including the card number, and sent another request to release the card. Again, she said I should receive a call or email soonno specific timeframe was given. It is now Saturday, 5/28 at 11:14AM, and I am currently on hold with yet another Torrid representative who is trying to resolve this issue. I'm out $100 with no recourse to recoup it.

      Business Response

      Date: 06/28/2022

      Consumer Response /* (2000, 9, 2022/06/22) */ Torrid has finally resolved the issue by issuing a functional gift card for the correct amount.

    • Initial Complaint

      Date:05/28/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 4-22-22 I bought a pair of capris online from Torrid.com for $52.99. I received them and according to their measurements they should have fit but didn't. On 5-2-22 I clicked on the return by mail option as I live 100 miles from the closest Torrid store. The link said click for return shipping label but all it gave me was a pdf for the packing slip. I kept trying several times and initiated a conversation via the Chat box. They said they would request a shipping label to be emailed to me. I waited several days and no label. I then emailed them, and on 5-5-22 they said it takes time to process. I wait until 5-11-22 and still no word from them. I decide to drive the 100 miles to return them in person. Their return by mail policy is "Note that a $6.00 return shipping fee will be deducted from your total return amount." this is for the return 'shipping label'. The very label I never received. The store refunded me only $46.99 because "customer service" amazingly had people to deduct that amount just not send me a label as promised. A couple days later I sent another email requesting MY $6 back since they never sent a label and there has not been any response whatsoever from them. I left a review in which I explained about the measurements and beware trying to return by mail and they "moderated" the review and took that down. This is no way to do business. I have uploaded what I have from them. I don't have copies of my contact with them, due to it being off their contact us on Torrid.com. It may seem like a lot of trouble to go through for $6, but at this point it is a matter of principal.

    • Initial Complaint

      Date:05/27/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 4/29/2022, I place online Order Number: ************ for two pairs of jeans and two tops totaling $144.00. The items were shipped on 5/7/22 USPS Tracking ID ****************** and delivered to the wrong address. I never received them. I've called Torrid three time and they will not issue a credit or refund because the tracking number shows the items as delivered. I contacted PayPal, and they will not issue me a credit or refund because the package shows as delivered. PayPal also told me that if the package was stolen off my porch, that it was not fair to the seller to issue me a refund. I asked what is fair to me? Torrid is a multinational corporation that has loss built into its business model. I am only a person who spent the equivalent of two weeks' worth of food on clothes that I need for work, and I am a repeat customer and have been buying from Torrid since 2016.

    • Initial Complaint

      Date:05/27/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Torrid on my app on 5/12/22. The order number is ************* for the amount of $48.28. After placing the order, I needed to cancel it. I did not want the items and had changed my mind. I wanted a different swimsuit I found on their site. I called them at 10:43AM EST, was on hold and talked to a rep for over 42 minutes. I was told the order would be taken care of. On 5/15/22, I noticed the order still said 'processing' on the app so I called again and told them to cancel the order. This time, the agent told me to call back at a later day to cancel the order, she couldn't help me. 5/17/22- I emailed the company customer support asking them to cancel the order. 5/19/22- I called for the 3rd time to cancel the order. Again, I was told it would be taken care of. 5/24/22- I finally received a response from the email stating 'a previous agent assisted me with my request'. Finally, a sigh of relief. Wrong. On 5/26/22 I received an email stating my order SHIPPED. I immediately call Torrid. This agent tells me that the request to cancel was never processed and now that it has shipped, there is nothing they can do. He tells me to return it whenever I receive it. Do you know the price of gas? I'm a stay at home mom. I refuse to mail it back because of this situation. They'll probably lose it on purpose and not return my money.

    • Initial Complaint

      Date:05/26/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 a dress from torrid. The dress is pictured they sent the wrong item twice. Now are saying the item the said item is out of stock. And I have to return the other item they sent. Have screenshots of items and orders.

    • Initial Complaint

      Date:05/25/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Transaction date: 5/12/22 They refuse to cancel my order and state it's still in processing for 2 weeks! The company lies every time I call stating it will be shipping out soon and there's nothing they can do. I know they can cancel my order but are refusing to because the total cost is about *****

      Business Response

      Date: 06/22/2022

      Consumer Response /* (2000, 9, 2022/06/16) */ This has been resolved

    • Initial Complaint

      Date:05/25/2022

      Type:Product Issues
      Status:
      Resolved
      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've contacted the company four times to cancel my order that I placed on 5/11. They have only responded once, today 5/25, and refused to cancel my order. Their inability to fulfill a small order in a timely manner is not my problem.

      Business Response

      Date: 06/16/2022

      Consumer Response /* (2000, 7, 2022/06/01) */ After submitting a screenshot of the complaint confirmation screen, Torrid agreed to cancel my order.

    • Initial Complaint

      Date:05/25/2022

      Type:Billing Issues
      Status:
      Unanswered
      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 Torrid on 5/12/XXXXX, and haven't received my order. I've reached out to the company on numerous occasions and only received one response from them stating," that they are having shipping delays." Torrid knew they were having these delays before taking my money and should have not taken my order until they were able to deliver orders in a timely manner. From the other customers' complaints, this is an ongoing problem with this company. To me, this is a deceptive business practice and they should be held liable for misleading consumers by taking our monies, and not providing us with our merchandise.

    • Initial Complaint

      Date:05/24/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 5/22/22 I came to this location to do an online return in store. I purchased my items with a gift card online and knew it would be going back to a new gift card bc they cannot reload gift cards even if they're the ones you used to make a purchase. For this very reason, I had 2 old gift cards already and now a 3rd one after the return. I left. When I realized I still had one item in my shopping tote that I forgot to return, I went back. By this time it was 4:17 pm or so. I explained to an African-American man or woman (couldn't tell) with dreads that I forgot to return an item from online earlier (I pulled out my online receipt again), and since this means I'll be getting yet another gift card, I want to consolidate them to one card. She said I can't use a gift card to purchase a gift card. I said ok, what the associate/mgr previously did was grab a few items I could purchase using my current gift cards, and then return them to one gift card. The assc. ******* ********** looked at me and said, "that sounds like a lot, let me ask my mgr". She came back out and said "that's not something she's willing to do." I asked to speak to the mgr and ***** says, "I'm a mgr, that's not something I'm willing to do". I asked if the other was available to speak and she told me she was on break for 30 mins. I called customer service and explained what was happening and they said that I was correct and offered to file a complaint. I stood and waited for over half an hour, I was ignored and basically treated as though I was invisible. At a point I asked another cashier if I could check out she went to ask the mgr and disappeared. I don't have room to go into real details, but in a nutshell security and 3 police officers were apparently called into the store after I asked ********* how much longer to speak w/ ******* mgr. I never once raised my voice, disrespected, or threatened anyone, and I was regarded like a stray animal. Even the police were confused. I am traumatized & shocked. I c

    Torrid is NOT a BBB Accredited Business.

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