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:05/21/2024

  Type:Service or Repair 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.

  ** having horrible issues with getting a refund from CUTS Clothing. I sent a t-shirt for a refund and was told it would be 10 business days from when they receive it. They received it on May 7th. After several emails to them they tell me I must wait until May 29th. They claim their warehouse was moving. A lot of excuses but no solutions. The companys logistics are not the customers problem.

  Business Response

  Date: 05/28/2024

   We have since apologized for the delay. It appears all orders for this customer have been processed on our end. The orders purchased on April 18th and April 26th, have both been processed by our warehouse and refunded on May 17th, which is within our guaranteed 30 day window. We understand that these types of delays do affect the customer and have shared that information with our warehouse and internal team.

  Customer Answer

  Date: 05/28/2024

   
  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:03/14/2024

  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 returned my order - for a full refund , they received the order and said I would receive a refund in 10 business days - 12 days later no refund - I emailed them and they did not responded.

  Business Response

  Date: 03/15/2024

  We have since reached out to the customer explaining that we haven't received any communication or escalation on their order, but have since processed their return. Their refund will go back onto their original form of payment. We also explained the reason for the delay which was our returns department is currently going through relocation and the process is taking longer than expected. This is not the normal experience for Cuts Clothing.

  Customer Answer

  Date: 03/17/2024

   
  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:01/22/2024

  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 have returned my full order to this business for a full refund. There website says a refund will be issued within 7 business days. I reached out to customer service and they told me between **** business days. It has now been 11 business days since they have received back the order. I still have not received a refund.

  Business Response

  Date: 01/30/2024

  We have since reached out to this customer privately and explained the delay in processing their return and consequently, their refund too. Since they filed a chargeback, it's in their banks hand, but will not fight the chargeback. We apologize for the delay on processing the return and refund as well.

• Initial Complaint

  Date:05/10/2023

  Type:Sales and Advertising 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 bought some pants for a total of $600. I asked for store credit in return. Previously, I received a gift card as store credit but for some reason, they issued me a one-time-only discount code without telling me it was a one-time-only discount code. I bought some more items without knowing this and now customer support has informed me that I'm out $300 for absolutely no reason. Had I known this, I wouldn't have made the purchase. They offered me a 15% discount code. In order for me to save $300 using that code, I'd have to spend another **** dollars. Absolutely horrid experience. I'm not sure how they expect me to shop at ********** after this but I definitely will not be back. I'm livid and I've never had a worse experience dealing with a company.

  Business Response

  Date: 05/22/2023

  This review was left in the middle the issue being escalated and approved by our manager to give a discount code, not % off, for the value of the items that were in question. It appears the $300+ off discount code has since been used. 

  Customer Answer

  Date: 05/22/2023

   
  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:05/01/2023

  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.

  March 19th, I placed an order for a pair of joggers (pants). Because of my job, truck driver, Im only home a few days a month to pick up, try on and return a purchased order. Because of this, I was unable to adhere to their return policy. Thats fair enough However, I purchased this pair of pants because I purchased an identical pair before. Unfortunately, the fit was very different. Looser all around and a B waistline big enough that a belt is needed to hold them up. When I was able to inform the company to f the issue, I was told this was due to the darker color dye. Thats ridiculous, but if true, should be stated on their web site (that fit will very depending upon color choice). I was a regular, repeat customer. *** purchased over a dozen items from time to time and thought given my positive previous experiences that this would be a non issue. Simply accept a return a send out a properly manufactured and fitting pair of pants. The company refused. Consequently, Im filing this complaint hoping for a refund for pants that dont fit and were improperly manufactured.

  Business Response

  Date: 05/01/2023

  We are currently waiting on the customer to provide additional information on the garments in questions so we can figure out how to proceed from there. We've also sent a follow up email. Once we have the information requested to share with our production team we can proceed with next steps. We are more than happy to assist the customer with their concerns.

• Initial Complaint

  Date:04/25/2023

  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.

  Date of transaction 4/20/2023.I am a first time customer of ********************** and wanted to buy my husband a few pieces of their clothing. I have never purchased from them and I saw a few shirts were on on sale. Before my purchase I made sure to scope out their entire website to make sure I understood their return policy which it says to make sure to return all items unworn/with tags. Unfortunately none the items I bought fit my husband, and I went to initiate a return. It is then for the first time I am told by the website 2 of the purchased items are non returnable. I once again scoured the website to see where this was posted however I came to realize it is not posted anywhere. I reached out to the company and they apologized but stated per their policy they would only allow me a store credit. I explained to them that no where on their entire website does it warn customers of sale items being final sale/not returnable. Their response was once again to apologize and said we hope you understand. I feel like they committed fraud and took my money. Im attaching the refund policy and my receipt. I would like to point out no where on my receipt or before placing my order was I warned that sale items are final sale.

  Business Response

  Date: 05/01/2023

  We reached out to this customer and gave them a one time exception and processed a return for refund on their final sale items that are non-refundable.

• Initial Complaint

  Date:04/17/2023

  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.

  I purchased 2x shirts from Cuts Clothing on April 12th, 2023 (Order# *******), and received them on April 17, 2023. Both shirts fit well and I liked both of them, but one had poor quality stitching. I emailed their customer support regarding the poor quality stitching. Cuts customer support informed me the photo I provided would suffice for an exchange for a shirt that was of quality; however, I would need to send the current shirt back, wait 7 to 10 business days, and then they would send out a replacement shirt. I informed the representative that if this was their policy, to make a customer wait over 3 weeks, after shipping times are considered, to receive a product they paid for, that I would like to return both shirts and would like a refund. A couple hours later I receive an email stating I would be refunded for both shirts, less shipping costs. Once again, I like the fit of the shirts and would be happy to pay for something that is quality. I would appreciate an exchange, if that exchange could occur in a timely manner. Even though the customer service of this company leaves much to be desired, and if this is their true policy for shirts that were clearly not QC'd, it is a terrible policy. Additionally, why am I paying shipping costs when they even admit the quality of the shirt was unacceptable and grounds for an exchange on their behalf?

  Business Response

  Date: 04/18/2023

  We have since reached out to the customer privately about the miscommunication of the return/exchange process. What was mention in the complaint is for mail in returns from Happy returns. They also offer drop off locations for quicker service and faster turnaround time. We have since explained both options and given an appeasement for the inconvenience this has caused them as well as refunding the shipping cost of the order due to the ** issue.

• Initial Complaint

  Date:03/27/2023

  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.

  Hello, My name is ******************, contacting regarding order ******* placed on March 3, 2023. It was supposed to be delivered on Saturday March 18, 2023. I was home from work the entire day and waited for my package. No delivery was made to my house but the tracking showed that it was left on porch. I have cameras on my front door so I am aware of all deliveries and person coming to my house. I contacted Cuts Clothing customer support and was advised to contact the courier and check with my neighbors. I did both of these steps and I was not able to locate the package. Contacting customer support again and I was advised that a replacement could be sent out. At this point, I was very frustrated with the whole situation and simply wanted my money back. The customer support for some reason said they will not be able to refund me and can only send a replacement or store credit. I was scared of the package being lost again and asked for a refund again but was again refused.. I don't understand why this was so difficult as i told the customer service rep that I was unhappy with the support and simply did not want Cuts Clothing again due to my bad personal experience. During the replacement, some of the items were out of stock and i was forced to choose other items and was again not just simply refunded instead.. I have a unopened box of Cuts Clothing now that I do not wish to wear and return instead for a refund. This was so frustrating to deal with. I literally have cameras 360 around my house. I was also charged a mysterious "Premium Shipping Protection" in my order which sounds absolutely useless and extra charge for no reason...

• Initial Complaint

  Date:01/21/2023

  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.

  I purchased clothing for my son for Christmas from Cuts ******. Three of the articles were returned thru their website instructions. I packaged the items in a box including the invoice print out required by Cuts to be insert into the package. The package was shipped and received by an employee in the warehouse named ***** on December 28th. The warehouse is in ****** ******* ******* Today is January 21st and I have not received my refund. I did a follow up on January 5th and January 12th. I tried again today and the email address came back not found. This is very *********** All I want is my money returned.

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/23) */ We have since reached out to this customer explaining the miscommunication in his received return, have processed his order for a refund and given a future discount code for the inconvenience. Since having a warehouse move, we've had a few roadblocks and it unfortunately affected this customer. We have since fixed the issue and this shouldn't happen anymore. Consumer Response /* (2000, 7, 2023/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The response from Cuts was extraordinary fast which I really appreciated. The Customer Service department was able to identify the issue and resolved it immediately to exactly what was owed. I was also pleasantly surprised by the future discount offer which my son was excited about using immediately. Little touches like this will make us continue to be a repeat customer. Thanks again to the people at Cuts.

• Initial Complaint

  Date:01/11/2023

  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.

  On December 15, I ordered clothing for my son for a Christmas gift. The amount was ******** The clothing did not fit. I returned the clothing to the designated store on December 28 and received a credit of ****** on my credit card and a gift card for the rest of the clothing. I do not want a gift card. I want the remaining store credit of ******* to be returned to my credit card.

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2023/01/11) */ Unfortunately, this customer never reached out to our team for assistance because this is an easy fix. We have since reached out to this customer explaining the store credit was chosen when dropping off at happy returns. Since they didn't want the store credit, we deactivated the gift card and refunded the order in full. Consumer Response /* (2000, 7, 2023/01/12) */ Complaint has been resolved. Thank you for your assistance!