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:04/24/2025

  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 placed an order from there online store. I then went out of town, upon returning I opened my package and was happy to find a very lovely bag. Nevertheless, when I went to work my boss pointed out a flaw that I had not noticed. So, I reached out to the company, not for a refund but just for a exchange of the same item. Since then, they have been giving me the run around. At this point I no longer want the bag, this was my first time shopping with this company and I'm GREATLY disappointed. The person who was poorly communicating with me, told me that she will no longer engage me because I used profanity. I'm a customer, for the longest time in my communication there was no profanity used, you should ask yourself, "what have I done" to receive such a shift in this customers communication?". You guys are very unprofessional .

  Business Response

  Date: 04/27/2025

  Good day,

  We sincerely apologize for our Customer's experience and appreciate having the opportunity to review and incorporate instructional feedback and training for improvements on our end.  Upon review, it appears that our ************* Advocate was not aware that they could search for the order using the confirmation details provided by our Customer.

  Our ************* Management Team has been in direct contact with our Customer and a full refund, in the amount of $113.53, has been issued back to the original method of payment.

  Please let us know if you have any questions, or if you require additional information at this time.

  Warm regards,

  BIS *************

  ************************** 

  Customer Answer

  Date: 04/29/2025

   
  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:03/10/2025

  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.

  I ordered from Beis on 3/5/2025 and paid $60.70 including $14.95 to ship. My order was shipped via ontrac which, upon researching, had many complaints online about lost/stolen packages. My package was not delivered and when I contacted customer service I was told to contact the courier directly (which I did and was not helped) or ask the package be sent back and order the same thing again while paying another $14.95 in shipping, with no guarantee I would not have the same issue again. This was my first time ordering from Beis and I am extremely disappointed that this was my experience with them. I will not be shopping on their website again after this.

  Business Response

  Date: 03/11/2025

  Good day,

  Thank you for raising this concern to our attention, we are terribly sorry that our Customer is experiencing a delivery issue.  Regrettably, we have no control over a package once it leaves our warehouse and is in the carrier's possession.  However, we are committed to working directly with our Customer to resolve.

  We had the opportunity to speak with our Customer on 3/10/2025 to let them know that the carrier was requesting an access code and they decided to see if the order will be delivered over the next couple of days.  Upon review of the tracking details this afternoon, it appears that the package is currently out for delivery.  Per our conversation with our Customer, we will wait a couple of days to see if they receive their order and if they don't, we will proactively work together to resolve to their satisfaction.

  Please let us know if you have any additional questions or concerns you wish to share at this time.

  Warm regards,

  BIS Customer Care

  ************************** 

   

  Customer Answer

  Date: 03/12/2025

   
  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:02/18/2025

  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.

  The date of the transaction was October. I paid over $550 for the luggage plus WA state tax and shipping. It was a Christmas gift for my daughter and a part of their limited launch with the "Wicked" movie, so I bought it before it sold out so I could gift as a Christmas gift. Once my daughter opened the gift on 12/25, we both immediately noticed that the color online was false advertising, and a completely different color than what we received. The attached docs include an email thread with BEIS customer service and a PDF showing what was displayed online and what arrived. This PDF was sent to **** as well. **** said, "We understand that our product may not have met your expectations. However, due to various minor improvements to the product's construction, discrepancies in digital photography, and variations in dye lots, we cannot guarantee that the color and construction you see on your screen exactly replicate the physical product. We strive to display our products as accurately as possible but please note that screen images are to be used as a guide only and may not be absolutely accurate." I have worked in the garment industry for many years. The difference in color is not a simple matter of digital colors being different from the color in person due to various reasons. The color difference is extremely different. This is a blatant false advertisement.Despite going back and forth with customer service for days, complying to all of the requests they had for my daughter (including sending them back photos of the wheels of the luggage as well as all of the tags that are still attached to prove it was unused) they said they were unable to offer a refund.Unfortunately, I cannot file a dispute with my bank because the bank has a short window and as this was a Christmas gift, the window has passed otherwise I would have. The luggage sits in it's original packaging unused.

  Business Response

  Date: 03/06/2025

  Good day,

  Thank you for raising this concern to our attention.  We sincerely apologize for any inconvenience or frustration this may have caused and want to assure you that we are working directly with our customer to resolve this matter.

  Please let us know if you have any additional questions in the meantime.

  Thank you for your patience and understanding.

  Best regards,

  BIS Customer Care

  ****************************** 

• Initial Complaint

  Date:01/21/2025

  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.

  I had placed an order for the Large Check-In Roller in Atlas Pink on March 19, 2024, and upon its first use the liner has a large hole and stretch marks. The company promises a warranty that protects "[t]ears or rips in fabric that would be considered a defect outside of normal ************* I reached out to the company on 1/18/2025 and received an immediate response from customer service declining my claim and saying that the issue was with me and my use of the bag. In other circumstances I would accept this response but as I explained in my email this was my first time ever using this bag and only soft leggings and sweaters were packed in the luggage. It is my opinion the fabric liner was poorly made and for some reason could not withstand the weight and or shifting of the items inside as there is clearly a whole in the lining and white marks where the fabric is stretching. The warranty clearly provides that "tears or rips in fabric... considered a defect outside from normal ************ are covered. The damage in this case did not come from wear and tear as this was my first time using it and I used it as a suitcase is meant to be used, to hold clothing. The customer services team while prompt was extremely unhelpful and put the blame on me when I clearly sent photos and explained the situation. Since the company promises a warranty for this exact kind of damage I would appreciate it if they would at least stand by it.

  Business Response

  Date: 01/24/2025

  Good day,

  Thank you for raising this concern to our attention!  We sincerely apologize for this experience.

  I am happy to see that our ***************** Team has successfully processed a replacement order for our Customer's Large Check-In Roller in Atlas Pink.  The Replacement Order Number is: #*******.

  If you require additional information, or have further questions, please do not hesitate to let us know.

  Warm regards

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

  ****************************** 

• Initial Complaint

  Date:12/09/2024

  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.

  an order was placed on 11/30. they are telling me my order was lost in transit. no tracking number. The items are for a trip on 12/14. they are telling me they cannot get me my items because they havemt processed. they have charged my bank account. I can forward proof if needed. Ive asked for the items to be over nighted for free. this service if offered. I feel like the company needs to expedite my order

  Business Response

  Date: 12/11/2024

  Thank you for raising this concern to our attention!

  Upon review we can confirm the initial order appears to have been lost in transit. A replacement order has been expedited to our Customer. 

   

• Initial Complaint

  Date:12/09/2024

  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.

  I ordered 20 pieces in 11/24/24 for a total of $1890.51. I received 9 of the pieces within a week with no explanation as to why the others were delayed. I emailed customer service a few days later concerned that I would not get the rest of my order in time. I stated very clearly what date I needed the rest of the order or the whole order would be of no use to me. Instead of reaching out to me to find a solution or shipping the remainder of the order appropriately, they sent it with a delivery date 3 days after I needed the items. I have emailed and messaged on instagram asking for a phone call probably 10 times. They will not call. There is no phone number to reach them. When they do reply to emails, it is clear that they dont actually read the whole email. I told them that I tried to expedite with *** and that *** would not allow the receiver to make changes. They said it was possible that the seller could expedite. Beis response was that I should try checking with ***. At this point, I will likely have to return the entire order, but I do not trust that I will get a refund from this company. The only acceptable solution would be for them to send a separate shipment of the same items that will arrive in time. No business should be allowed to operate without a valid phone number.

  Business Response

  Date: 12/11/2024

  Thank you for raising this concern to our attention!

  CS Management has been in direct contact with our Customer to personally review and discuss their concerns.  Upon review, based on current holiday volume, our Customer's large quantity order is shipping from our various warehouse locations.  During our conversation we discussed our large quantity / corporate gifting ordering process for future reference.  We also assured our Customer that we do have a business phone number with Advocates available to answer questions Monday - Friday, 9 AM - 5 PM Pacific.  

• Initial Complaint

  Date:07/10/2024

  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.

  Ordered 2 pieces on 6/12/2024 Shipping was supposed to be within 3 days. Received an email was delayed. I sent 3 separate emails inquiring about purchase/shipping. No one responds. No phone number to call. I asked to cancel the order on 7/5. No response.

  Business Response

  Date: 07/16/2024

  Good day,

  Thank you for raising this concern to our attention.

  Our Customer's original order appears to have been lost in transit and regrettably, they were not receiving our email responses.  I had the opportunity to personally speak with our Customer and they decided to have their order replaced vs. refunded.  I am thrilled to know the replacement order arrived as anticipated on 7/15/2024, and we are here for any additional assistance that might be needed.

  Please let me know if additional information is required at this time.

  Warm regards,

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

  Sr. Director of Customer Care

• Initial Complaint

  Date:07/02/2024

  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 ordered several pieces of luggage online and then several days later, was told the primary piece, the suitcase, was out-of-stock. They said it was an error in their system and that they had run out of that color (slate). I was annoyed but since they had sent the other items, I kept them and was put on the waiting list for the main item-the suitcase. While I waited, I purchased the last piece to go with it (They were all smaller items centered on the suitcase.). Online, it said it was sold out. Then, a month later, they changed the status to discontinued. I was stuck with the cosmetic bag, etc. without the piece I had originally ordered that they said would be back in stock. It's available at their Canadian and Europe stores, just not in the U.S. I emailed but was essentially told I was out of luck. There is no number to call anyone and I am out of options. This would never have happened if they had either not claimed to have the product and then switched and said they were out of stock after I paid for it and they had sent me the smaller pieces OR had they told me that the color was being discontinued in the first place rather than inviting me to go on a waitlist. Also, they have now switched the status on the website to "waitlist" again.

  Business Response

  Date: 07/10/2024

  Good day,

  Thank you for raising this concern to our attention!

  We have been in touch with our Customer and were able to exchange the existing items for a different color to ensure their daughter has a complete set. We sincerely apologize for the experience and disappointment in not being able to purchase everything in their initial color preference. 

  If you have any questions, or require additional information, please let us know.

  Warm regards,

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

  Sr. Director of Customer Care

  Customer Answer

  Date: 07/10/2024

   
  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. *** has been incredibly helpful and professional and I am grateful for her prompt response. She resolved my issue completely.

  Thank you for your assistance in resolving this matter. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/02/2024

  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 for 2 pieces of luggage 7/1/24. At the checkout page there were 3 options for shipping -FREE Standard (3-7 business days) Free Priority (2-3 business days) $69.95 Express (1-2 business days) $99.95 Since they offered express shipping I chose that and paid $99.95 to have it here in 2 business days. When I inquired about a shipping confirmation the next day (today) I was told by the *** ****** that there is extra processing time for all orders not included in the shipping time. We exchanged a few emails. I asked her to refund my $99.95 express shipping charge since I would not be receiving it in 1-2 business days and my order obviously has not been shipped at all yet. She responded by sending me screenshots of the wording for processing time and me sending her screenshots of my checkout page where there is nothing regarding processing times, only delivery times. She then said "I apologize for this but it looks like you processed it through ShopPay which is why it does not show but we recommend processing orders on our website..."I did not choose ShopPay - their site directed me to it when I hit the checkout button. I feel as if I've been taken advantage of. 1) I paid extra for a service I won't get 2) They have free standard shipping 3) Obviously my order hasn't shipped (perhaps even been processed yet) so why can't they just change my order to standard shipping?I will attach all correspondence/screenshots.

  Business Response

  Date: 07/09/2024

  Good day,

  Thank you for raising this concern to our attention! 

  I had the opportunity to speak with our Customer and they confirmed their order arrived in time and in good condition prior to their recent trip.  We also chatted about our processing time and wording that is used.  I will share their valuable feedback with our internal teams for improvement purposes.

  If you have any questions, or if you require additional information, please do not hesitate to let me know.

  Warm regards,

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

  Sr. Director of Customer Care

• Initial Complaint

  Date:05/13/2024

  Type:Sales and Advertising 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 two items from BEIS Travel On May 8th (Order# *******) and was promised a 15% discount if I signed up and provided email and phone number. I complied with this yet never received a 15% discount code. I contacted BEIS regarding this issue and **** from BEIS customer service responded to me and issued a refund of $52.80 to my ************* form of payment. I never received the refund even though it was promised. I proceeded to contact **** customer support on 6 separate occasions over the course of one week to inquire about the status of my refund. **** never responded to my multiple attempts nor replied (yet sent a computer generated automated response) and ignored my many many calls attempts to inquire about my refund (yet they continued to email me various marketing solicitations.)I would have never purchased the two pieces of luggage had I realized that the promised 15% discount and promised refund would not be given. This situation is unacceptable, unethical as well as a deceptive business practice. It should be noted that BEIS does not provide any customer service phone number. They only provide one email and my many attempts to inquire about the receipt have been ignored.

  Business Response

  Date: 05/16/2024

  Good day,

  I had an opportunity to personally speak with our Customer and while we are relieved that we were able to determine the 15% discount had been applied in the form of a refund, regrettably, it was not clearly reflected and/or promptly communicated on our end. This was a very good scenario to walk through from our Customers perspective.  We graciously accept their feedback that will be cascaded to our internal teams and leveraged for improvement purposes.

  If you have any questions, or if you require additional information at this time, please do not hesitate to let us know.

  Warm regards,

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

  Sr. Director of Customer Cared