Complaints

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:07/12/2023

  Type:Delivery 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.

  Placed a small order on 7/2, received an email on 7/5 saying my order was shipped and provided tracking number. When I tried to track the order, the info from USPS states they have not yet received the package. 7/7 I contacted Broken Promises to check the status, and was told it was shipped out, despite USPS confirming they have never received the package. Upon contacting Broken Promises I was told the package was not in the warehouse, and to wait a full week for “updates.” 1 week later I have received no updates or package. As of 7/12 USPS still does not have my package, broken promises states they don’t know where the package is and has completely refused to find a resolution. Many reviews like this, seems like they are scamming their customers.

  Business Response

  Date: 07/14/2023

  Our customer service team provided quick and helpful responses throughout the customer's inquiry. The customer ordered on 7/2 and the package was in transit by 7/5, which is within our 3 day processing policy (considering that 7/4 was the 4th of July, a government holiday.) The tracking did not show movement on USPS website until July 13, and suddenly today (I am writing this 7/14) it shows that it will be delivered today. We provided all of the information we had, and double checked package scan details to confirm that the package went out but the customer didn't believe us. As stated on our policies Broken Promises is not responsible for lost or delayed package, and the customer paid $1.55 for Route Insurance, who they would be able to contact and file a claim if they believe that the package was delayed and not received in a timely manner. Route Shipping Insurance is a service that the customer and Broken Promises both pay for, to ensure our customers get the best fulfillment experience. The customer can contact Route if they had an unsatisfactory shipping experience, however our company did everything up to standards including shipping on time and providing prompt customer service. 

• Initial Complaint

  Date:04/07/2023

  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.

  Broken Promises is neglecting to give me my money back on an order from February 2023 that was no longer in stock!

  Business Response

  Date: 04/07/2023

  The customer ordered two items on Feb 3, a package was shipped and delivered 2/17 (Fedex Tracking ************************************************************************************G). 

  The customer notified us that they only received 1 item in the package (a hoodie valued at 64.95) and the other item value 34.95 was not in the package. 

  Customer had a conversation with our customer service team which was escalated to management in a matter of a few days. We attempted to reship the missing item but it was out of stock. 

  We attempted to refund the customer for $34.95 on 2/21, however, the refund failed due to an open chargeback to their bank. (shown in attached screenshot). 

  We told the customer that if they removed the chargeback we could issue the refund however they refused. 

  The bank has already refunded the customer the total amount of $109.09 as shown in the screenshot. Even though they received one of two items, they were refunded for the whole order, meaning they got one hoodie for free. 

  We feel that we did our best to provide a resolution to the customer but at this point since there is an open bank chargeback we are physically unable to take any further action and this case should be marked resolved. 

  Customer Answer

  Date: 04/08/2023

   I am rejecting this response because: My bank never credited my account for $109 ! I don’t know what broken promises is trying to pull I just want my money back! I never received anything for free! I am attaching a screenshot of my bank denying my dispute!!
  
  
  

  Business Response

  Date: 04/10/2023

  We have attached a screenshot showing that we have once again attempted to refund the customer but due to an open chargeback we are unable to issue any type of refund. We have attached another screenshot showing that the total amount of $124.09 (customer's entire order plus a chargeback fee) was deducted from our account. According to the chargeback details this amount was deducted from our account in order to refund the customer as the transaction was reversed by their bank when they reported the charge. We are physically unable to make any additional changes or refund the customer. 

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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.

  I purchased 2 sweatshirts for Christmas, one finally arrived after numerous attempts to contact the company after Christmas. The second item still says the label was created and never shipped. It’s 4 months later and I want my money back and they won’t refund me

  Business Response

  Date: 03/20/2023

   

  The customer was re-shipped SKU: ******** which was delivered below. 

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

  The customer did not receive SKU: ******** (per records on previous emails in our CS chain) and was refunded for this item.

• Initial Complaint

  Date:03/02/2023

  Type:Product 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.

  I was gifted a hoodie from broken promises for Christmas it didn’t fit , I contacted them several times they finally agreed to exchange after I sent the first hoodie back which I did 2/6/23 now all they keep saying is they are working on it the hoodie was 75 dollars I really just want the hoodie I have all the emails between me and the company and the receipt where I sent the hoodie back to them . Emails of me asking when they plan to send the exchange

  Business Response

  Date: 03/16/2023

  Hello ******,
  
  Thank you for reaching out to Broken Promises. We have checked the record. This has been taken care of as we have processed a replacement order. The Grave Goblin Dip Dye Hoodie has been sent and delivered on March 3, 2023. Kindly see the tracking information below.
  
  **************************************************************************************
  Best,
  

  ****
  Broken Promises

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 over a week ago (order # ******). I paid for expedited shipping to get my item to me in 1-2 days. I received a shipping confirmation with a tracking number on the 23rd. I was told my item would be delivered to me within 1-2 days of the original shipment date. So it should have arrived by the 25th. According to the tracking, the package was never picked up by FedEx. It hasn’t updated one. When I contact brokenpromises support they tell me tracking may not update but it has in fact shipped. Given that it wasn’t delivered in 1-2 days, it’s either lost or it was never shipped. Broken Promises refuses to ship my product. I tried to cancel and get a refund and they said they can’t because it has shipped. They won’t explain how I paid for expedited shipping yet the package has been in “transit supposedly” for 7 days. They won’t respond to my chat support requests leaving me without a response for hours at a time. Long story short: they claim to have shipped. Product never shipped. They claim they can’t cancel or refund my order because it’s gone. But it hasn’t even been picked up yet. They won’t help me find my order or end send me a new one since the last one was lost.

  Business Response

  Date: 03/22/2023

  Response: The estimated times shown are transit times only, they are provided by the courier and they do not include processing time. Regardless of this, the customer placed an order on 1/23 and the item was shipped on 1/23  with Fedex ************. According to the warehouse, the package was either sorted incorrectly or picked up by the wrong courier. The CS team is instructed to wait at least 7 days as there have been times that the wrong courier picks up the package and then returns it to our building, or movement can start showing on the tracking after a few days. CS team proceeded with requesting a reshipment of the items after the tracking had not moved in 7 days. The items were reshipped on 2/28 and delivered on 3/7 with the Fedex shipment method the customer paid for. We are happy to refund the shipping fees due to the delay but we have not heard back from the customer since the package was delivered. 
  This process would have been expedited had we known there was a dispute on this order, but I had never gotten any direct contact from the BBB until one of the CS agents finally told me about BBB last week. All previous emails were going to an external agency.
  

  
  

  Customer Answer

  Date: 03/22/2023

   I am rejecting this response because:
  
  I was informed I’d be receiving the hoodie and both shirts, a pack of stickers and a gift card of $40 to compensate me for this matter.

  
  

  I received one hoodie, and one shirt. Nothing else.

• Initial Complaint

  Date:01/13/2023

  Type:Customer Service 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 11/25/2022 I placed an online order with Broken Promises clothing company through their mobile app. I received email confirmation of my order the same day and on 11/28 was my checking account was charged $92.12, the total of my order for 5 clothing items and express shipping. I downloaded “Shop” a credible tracking app to track my order and when no updates came by 12/06/2022 I reached out to *************************** as their website instructs, to see what was going on with my order. Their seemingly automated email responders would assure me my order was coming as we emailed back and forth for the next few weeks. Finally on 1/03/2023 I received 2/5 items I had ordered. Broken promises emailed me on 1/07/2023 that my other 3 items that I had already been charged for were out of stock and no longer coming. I was told in that email that I was not getting a refund to my debit card and that I was being offered a gift card for the amount of the items that were out of stock. I have not been issued any gift card and demanded an actual refund as I do not plan to ever shop through them again. I was told someone would get back to me about a refund on 1/07/2023 and have not heard back from them since or received the promised gift card. The 3 items I was shorted came to $40.24 before any taxes and my shipping was $9.99 that was not express at all. I am looking for a refund to my debit card not any kind of gift card or store credit. Order #******

  Business Response

  Date: 03/22/2023

  Response: Our customer service agency is instructed to offer replacement items or a store credit (with an increased value) if an item is out of stock, however, the customer does not need to accept this offer. In no way did we deny the customer a refund. The case did go back in forth in conversation like the customer says and it was escalated to management on 1/7 and went through a review process. We attempted to check backstock locations to see if we could locate the products and then proceeded with a refund once confirmed out of stock. The refund was processed on 1/17 for 3 items that were not shipped. We were not notified of a dispute since the BBB did not have our direct information. 

• Initial Complaint

  Date:01/12/2023

  Type:Customer Service 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.

  I ordered a hoodie in the size XL, I received a XS. I contacted the company and they responded to my email 2 times then they stopped. I have continued to email them with no answers.

  Business Response

  Date: 03/22/2023

  Response: The customer was provided a return label on 1/20. Our customer service agency would have notified the customer that once the return label showed any type of movement or tracking, we would go ahead and ship the exchange item out. As of today the return label shows that the customer never sent back the item. Our assumption would be that they decided to keep it. We are happy to give the customer a store credit for $38.97 if they decided to keep the hoodie. If they would like a refund, we can provide them another return label to send the product back, and we can issue a refund once we have received the item. I have attached a screen shot of the return label, which shows it was created on 1/21 but since the customer never put the item in the mail there is no movement since then. 

• Initial Complaint

  Date:12/11/2022

  Type:Delivery 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.

  I placed several orders on Black Friday and broken promises has failed to ship and process the orders. They also have very poor communication and customer service. I have sent several emails without response. I have also reached out via chat. This is very unprofessional and fraudulent. There is no phone number and they are not abiding by their own policy and rules. I believe the company is avoiding the sale price is that we’re taken advantage of on Black Friday. I want to see the company held responsible for the sales and pricing that they have offered and shipped the items immediately.

  Business Response

  Date: 03/22/2023

  The customer placed 3 orders with us , please see all tracking below 
  #****** – delivered on 1/3 with Fedex # ************
  #****** – delivered on 12/9 with USPS #**********************
  #****** – partially refunded $12.73 for one item that was out of stock. Rest of items shipped with tracking Fedex #************ on 1/3, #************ on 1/5, and USPS ********************** on 12/16 . tracking screen shots are on the next 2 pages. We’re happy to service the customer if there is anything else. As far as I can see they received everything.