Complaints
Customer Complaints Summary
- 370 total complaints in the last 3 years.
- 181 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/25/2025
Type:Service or Repair IssuesStatus: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.
order#SB22402494 amount charged ****** RMA MAQJDA9 returned 2 of 5 items ************ and ************ I sent back 2 items a month ago in one box and it shows delivered and never received my credit. all correspondence is with AI and they call me NULL instead of my name . Insulting!!! 8 responses exactly the same - please wait It takes time etc. Can not speak to a human. great products but no proper customer service. Will never buy again for this reason and cannot receive my refund . I sent back the same day I received Feb 27 2025 . I have all my documentation of return receipt, emails and that package was received but no return, No phone number to speak to a human either, Frustrated and done with Skims online.Business Response
Date: 04/30/2025
A chargeback was submitted for this order. No refunds can be issued until the chargeback is removed. Customer needs to reach out directly to their financial institution.Customer Answer
Date: 04/30/2025
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:03/20/2025
Type:Service or Repair IssuesStatus: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.
Purchased a jacket from SKIMS - i have placed many orders with them. The jacket is defective and leaking feathers. This jacket specifically, is a SKIMS X NORTHFACE collab and i was really excited about it. The jacket is non stop leaking feathers, i have other NORTHFACE puffers that this does not happen to and I am confident it is defective/ not normal. I reached out to customer service about the issue and i was told it is normal. I asked if i could return the jacket, or exchange, or what can they do to help me because i do not believe it is normal and they told me nothing could be done and they would not accept the jacket back. The lack of customer service is truly a disappointment. The jacket is going to have no fill eventually because the feathers come out multiple times a day from different locations of the jacket.Business Response
Date: 04/02/2025
This is a warranty issue. Customer is being contacted by Customer Experience for further assistance.Initial Complaint
Date:03/19/2025
Type:Service or Repair IssuesStatus: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 3 small-long sleeve tops ( buy 2 get 1 free) from skims on 3/10. I had a seperate (placed the same day) order of the same things in a medium. My mediums arrived first and fit perfectly, i knew I would be sending the smalls back. It has been like pulling teeth to get help from customer service. I finally spoke to them today and they said that since this is a promotion, they dont do refunds but will do a store credit. I went and read through the entire website (and took pictures of everything), it does NOT say that there is no refund given with promotional items. All I am trying to do is return these items that have not been opened, and get my $122 back. This is hands down the worst customer service i have ever seen before with a store. They dont communicate, and if they do it takes days to respond. I am going out of the country tomorrow, and I am trying to get this handled before then.Business Response
Date: 04/01/2025
Customer has received a reach out from customer experience today and a full refund for the order. Customer can respond in the thread if they have any questions.Customer Answer
Date: 04/03/2025
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:03/12/2025
Type:Service or Repair IssuesStatus: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 placed an order for skims products back on December 15th. It says that it shipped but seems to be lost in the system. I want my product but losing hope that I will even receive it. This is not the first time that I have had an issue receiving a skims order. This has been the worst yet.Business Response
Date: 03/31/2025
Order was delivered on 3/19/25: ***************************************************************************************************************************************************
Shipping was refunded. No more refunds can be offered on the order.
Initial Complaint
Date:03/07/2025
Type:Product IssuesStatus: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 recently made a purchase from **************************. I was unsure of the size/material of the product I should order, so I had two choices of essentially the same style product that I was planning on purchasing and returning the one that didn't work. Normally, I would simply return whichever product didn't work for me. However, I was paying partially with a gift card, so I didn't want to go through with the purchase if I thought that I would be buying an extra product that I didn't need, and receiving the refund back to the gift card rather than to the cash payment method I would also be paying with, which covered a majority and large portion of the purchase total (just about 75%). So, I reached out to Skims customer service prior to purchasing, and asked if it would be possible to have their usual form of refund waived, as I wasn't sure which option to buy, I definitely did not need both of them, and I don't live anywhere near a store where I could try on in person. By Skims customer service, I was promised that they would make an exception, and refund to the form of payment by ******, rather than the e-giftcard in this circumstance. I am going to attatch text message proof of my request, and them agreeing. However, when I went ahead and put my item that I didn't choose to keep in the mail for return, and they processed the return, the balance went almost entirely to the e-giftcard, directly going against what they promised me as a consumer. From the total cost of the item's refund, I received back $4.12 to my bank account, and $54.96 to the original gift card. This is exactly what I didn't want, as I only spent that extra amount of money because I was unsure which style to get, and they assured me this wouldn't be an issue. Now, I have reached back out to Skims customer service, and they refuse to solve it for me. Stating that I can use the gift card towards another purchase. They completely mislead me. I will also upload texts of them now denying helping me.Business Response
Date: 03/31/2025
Customer needs to provide the order number or the email address that corresponds with the account. Cannot locate order under the email or name.Initial Complaint
Date:03/07/2025
Type:Delivery IssuesStatus: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 made a purchase with SKIMS on 2/12, the package has been lost with no information or updates since 2/15. The carrier was *** and then they were to hand off the package (valued at $256) to **** but *** says it is in **** hands at this time and **** claims they never received the package from ***. I have contacted SKIMS 4x, they said to reach out if no updated by 2/28 it is not 3/3 with no response. I have opened cases with both **** and ***.Business Response
Date: 03/31/2025
Adjusted the priced and refunded customer on 3/4/25. No more refunds can be given.Initial Complaint
Date:03/04/2025
Type:Service or Repair IssuesStatus: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 made order SB22156573 on 2/9. I received a notification that my shipment was delivered on 2/18 but I never received a package. I have not heard back from customer service.Business Response
Date: 03/31/2025
Customer was refunded in full on 12/31/24 for order number: SB19184567. customer can check with financial institution.Initial Complaint
Date:02/25/2025
Type:Product IssuesStatus: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 put in an order on Nov 26, 2024. My order was delivered December 18, 2024. I have never in my life had such a difficult time reaching customer service. I returned part of my order on January 6th 2025 (19 days after original order was delivered to me). Tracking shows the return was delivered to their return warehouse on Jan 16th 2025. I got an email saying they received my return and that it takes up to 10 days for my bank post it to my account. I waited and no refund was received. So I contacted Skims customer service on Jan ********* via email. They said they will go ahead & process the return and I should see the refund in my account within 3-5 days. Never received it. Again, I contact Skims on Feb 4th 2025. They said they are sorry and will process my refund and it will be in my account in 3-5 days. Again, I never received my money back! Its now Feb 18th 2025 and I still do not have my refund. And now, no matter how much I reach out to customer service, no one responds to me. I went ahead and filed a dispute with my bank. Why is it so hard to reach customer service? Why did they tell me twice they issued my refund but NEVER did? I want my refund for the items I returned!Business Response
Date: 03/09/2025
Customer filed a chargeback, customer needs to reach out to their financial institution and cancel the chargeback for ** to assist the customer regarding the order.Customer Answer
Date: 03/10/2025
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. However, I will never shop here again. Worst customer service.
Sincerely,
********* ******Initial Complaint
Date:02/24/2025
Type:Product IssuesStatus: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.
Im filing complaint SB21774295 because this return arrived back to skims warehouse a week ago and its not being refunded Im still waiting for the refund to be issuedBusiness Response
Date: 03/09/2025
On 2/18, CX let the customer know the return arrived on 2/12 and the return would be processed 7 business days afterwards. The customer was satisfied and can reach out directly back to CX if they have not seen their refund reflected.Initial Complaint
Date:02/21/2025
Type:Delivery IssuesStatus: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 about 13 items from Skims prior to Valentines Day as my fiances' birthday is also on Valentines Day. I paid for express shipping so that the package arrives before Valentines Day. Looking at the tracking number, it says the Delivery slip was created but *** does not have the package from the merchant. Today is the day before Vday. Needless to say, this isn't arriving today. Skims website does not offer a phone number to call, their text service is non-responsive, there is literally no way for me to get a hold of anyone for an update, a refund, or anything. Skims' customer service is nonexistent. Do better, or dont do it at all.Business Response
Date: 03/09/2025
Order was reshipped on 2/13. Items that were not in stock were refunded. No more refunds or compensation can be offered.
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