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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:05/24/2022

      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.
      torrid has a online promise to process all orders within 1-2 days regardless of shipping method. for the past 2 months torrid has been giving priority to those who chose overnight shipping at a cost of $ 25 and they now take 2-3 weeks to process orders placed with regular shipping. the website promises 1-2 days processing regardless of shippign method and they need to keep that promise. it has cost me extra money re- ordering clothes for special event and payign for overnight. then returning the original order int he store. because even though they are taking 2-3 weeks to process they refuse to allow cancelation of orders. so we have to pay twice

    • Initial Complaint

      Date:05/23/2022

      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.
      applied&was approved for a **** credit limit with TORRID Fashion 9/2021 and 1st payment was not due until 01/2022 and at that point several traction were made online and in store which included some returns&purchases and discounts which i had not reached my credit limit at that point. I made 4 payments of *** which was above the minimum payming to the statements i received but they kept sending statements which intern didn't bring the balance down.Janurary 2022 was the last month i made a purchases so i can get the 270 balance down(estimated balance) and made payments every month until 4/2022 .I spoke with a representive by the name of ******** on 4/14/2022,who said they didn't receive April payment which all payments were sent by money orders,after serching the account with another employee by the name of ******** found the payment in system,after that i requested supervisor (*****)i requested the account to be closed& was reassured by ***** that it was ,her and i went over a breakdown of acct.&balance was ****** which i told to send a final bill so i can pay it,but they sent me a bill due for May in amount of ****** which included a late fee charge on an account that was to be closed as of 4/14/2022 .Call back 5/18/2022 spoke with ****** which couldn't fix the situation.They say the acct. is closed but still billing me with same cycle as an open acct.which i was told by ****** that I'm accumulating late fee charges for May&June when they send the other bill out with late fees for those months.Its a scam system they have set up.I told them it dont take long to pay a **** limit when you paying *** a month and the bill never goes down.I try to get them to stop charging me so i can pay it off but they have a none ending payment system.Please help me resolve this issue.account#XXXX-XXXX-XXXX-XXXX,they can also locate account with my ceumber XXXXXXXXXX

    • Initial Complaint

      Date:05/23/2022

      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 Friday, May 20th, 2022 I visited the Torrid website as a first-time customer. I fully intended to purchase the items in my cart and at checkout Torrid advertises that upon approval for the Torrid Credit Card, managed by ************* that you can receive *** off your purchase if you use the card immediately and it will be automatically loaded in your cart along with the credit card information necessary to check out. I applied for the card and was approved, but the card information was never loaded to my cart and neither was the *** off discount (would save me ****** I emailed Torrid through the website form as an email address is not provided directly and never received a response. This morning, May 23rd, 2022 I called the customer service line twice and was connected and hung up on after being placed on hold or describing the issue. I then proceeded to get in touch with a representative through the chat feature on Torrid's website. I waited 25 minutes to get a representative and once I did I got as far as informing them that YES I was approved for the credit card. The representative said "Thank you for confirming this information" and disconnected from the chat. I tried to respond to reactivate and a message appeared stating that I would have to close the chat because this session had ended and open a new chat so that I could get back in the queue. I closed out the current chat box and opened it again to start a new chat as the message indicated but when it came up there was a message stating that the chat was unavailable at this time. I proceeded to go to ********* and view Torrid's profile where I uncovered several comments on recent posts that state customers are not receiving their orders and can't get in touch with customer service either. Something has to be done about this. This is unacceptable for a company. Now I have a credit card that didn't even give me the benefit I was looking for and I can't close it without hurting my credit report.

    • Initial Complaint

      Date:05/21/2022

      Type:Delivery 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 orders with Torrid back on May 3rd, they still have not shipped my orders and I have contacted customer service MULTIPLE times over the issue and gotten no help. When trying to use live chat to reach customer service I have been disconnected before I can even ask for help. When I have emailed them, they said my orders should ship on the 18th, but they still have not shipped. I am still waiting for an order from May 15th to ship as well. They should never make a customer wait several WEEKS for orders just to ship.

    • Initial Complaint

      Date:05/21/2022

      Type:Delivery 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 purchased an order on 5/10/2022 with 3 day shipping costing ******* I purchased a few items and most of the items were delivered without incident. One pair of shoes were not "delivered" until ********* despite paying for expedited shipping. I open the box and see that the shipping invoice notes a pair of shoes and instead I find a 4x top, and a 34D bra! No shoes! I call customer service and after being on hold for 48 minutes, I was given an employee who took 30 minutes to find out that the shoes I ordered were magically out of stock. This happens so often I purchase options in case items are cancelled beyond the agreed upon shipping time. It took 30 minutes to process a refund and I still have to return the items I NEVER ORDERED. I have a pending order that likely will have items cancelled as well after me paying for shipping as well. Do not offer expedited shipping if you cannot follow through!!! I have a torrid credit card and was an avid shopper, this is just not ok. Warehouse is slow and unorganized. Skeleton crews only hurt your employees and your profits!

    • Initial Complaint

      Date:05/18/2022

      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 have made many attempts to return an item i have called many times on hold for hours hung up on still nothing

    • Initial Complaint

      Date:05/17/2022

      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.
      They take customers money and will take 3 weeks to process an order and will refuse to update your order. There is so many complaints on twitter and all over that many customers are experiencing the same delays. Attached are customers complaining for the same thing in a of 8 hours . An investigation needs to happen or a class action suit.

    • Initial Complaint

      Date:05/17/2022

      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 on 5/8/22. It is still processing and I have been trying to get a hold of someone regarding my order. I call their customer service daily and have yet to have someone answer a phone. Currently I have been on hold for over 2 hours and no one has even answered. I have done the call backs and no one has called. I have tried the chat feature and as soon as someone connects to me (Usual wait time is an hour) it automatically says I left the conversation which I didn't and disconnects the chat. My order is in limbo and now they are reporting they are changing shipping companies but are giving no updates on orders. They charged shipping fees yet can't ship in a timely manner.

    • Initial Complaint

      Date:05/14/2022

      Type:Product 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 on Torrid.com on 5/13/22, in which I order 7 different items. When I received my shipping information, 2 of the items I ordered was not in my order at all and 2 items I had ordered they duplicated. It was as if they did not have the 2 items I wanted so instead duplicated 2 different items. I reached out to customer support and they provided zero solutions besides just refuse the order and here's $10.00 for your account. All I wanted at this point was to cancel the order and receive a full refund which was denied.

    • Initial Complaint

      Date:05/10/2022

      Type:Delivery 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 from this company on 5/1/22, order# ************, when i ordered the arrival time said before 5/13/22. i then saw online it said 5/10/22. Well i contacted the company today to see why my order is still processing when it was ordered on 5/1/22 and they told me that my order will not even ship until after the 15th.Way beyond when i was told i would receive my order. the customer service rep did not get me a supervisor , instead offered things that would not even help the situation at all. I advised that i should be receiving my items this week and not my fault they gave me a date they could not holdup. They should be expediting my shipment to make the delivery date, not sending it out after the delivery date, The representative was the most useless one i have ever come across. They did not at all to help, i just want my order when i was supposed to receive it. The resolution that i want is my items. I told the rep i needed a supervisor on chat as i am working and can not take a phone call and was told that they would call me even after i stated multiple times that was not a option for me. The worst customer service experience, the reps should be fired. I just want my items before Friday on whatever this company has to do to make it right as its not my fault they gave me a delivery date they can not uphold

    Torrid is NOT a BBB Accredited Business.

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