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:12/04/2024

  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.

  Dec 3 I was charged for a subscription clothing box that I was subscribed to for the past year. In September I chose to suspend the account for 3 months since I was working to determine my financial situation. The account became active in December and did not disclose to me a warning that my card would be charged. On December 3 I noticed the charge and emailed the customer service to stop fulfilling the order since it was not fulfilled and to cancel my plan. The order has not been shipped or received yet I have been told I cannot receive a refund. I have not received a product or authorized the account to be charged after the suspension and was given no warning of the pending charge. Again I have not received any products since September and I do not wish to.

  Business Response

  Date: 12/05/2024

  On December 3, the member was charged for their subscription renewal after previously postponing their account for three months on September 11, 2024 at 6:29am PDT (see Screenshots 1 & 2). According to our records, a renewal reminder email was sent to the member prior to the subscription reactivating in December. The email, titled "Want to change things up," was sent seven days prior to the charge and was opened by the member (see Screenshot 3). Additionally, we provided the member with a screenshot of the timeline, which clearly shows the timestamp indicating when they adjusted their subscription date and the new scheduled renewal date (see Screenshot 4).
  The member contacted customer service on December 3, after noticing the charge, requesting to stop the fulfillment of the order and cancel their plan. However, at the time of their request, the order had already entered the fulfillment process. As per our policy, once a renewal is processed and the order is in fulfillment, we are unable to issue a refund.
  The member claims they did not receive a warning about the charge, but our system logs confirm that the renewal reminder was sent and that they made adjustments to their subscription on their end. As a gesture of goodwill, we offered to issue a coupon code for the member to use in our Out of the Box store (see Screenshot 5). We have not yet received a response from the member, but we will proceed with issuing the coupon code to ensure no further orders are processed, per the member's request.
  If you need any additional information or clarification, please let me know.

  Customer Answer

  Date: 12/05/2024

  The business was not done processing the order and only recently completed processing of the order. The business process orders and ships them near the 15th of the month. 

  Business Response

  Date: 12/06/2024

  We have issued a coupon code to this member, which has been sent to him via email. As he indicated he did not want to receive a box, the coupon code—equivalent to the value of his order—allows him to select items from our Out of the Box store. The email included a direct link to the store for his convenience. We are happy to make this exception to our policy to accommodate his request. A screenshot of the email has been attached for reference.

  Customer Answer

  Date: 12/06/2024

  I do not wish to receive anymore products from Stately and a coupon for the price of the box is no better than receiving a box of clothes they selected. I wish to have my money refunded, I don’t need anymore merchandise. Perhaps they could donate the clothes to someone who truly needs them and save on the postage. 

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 agreed to a clothing service offered by Stately Men, Inc after seeing numerous instagram adds showcasing a certain style of clothing. After joining, and completing a style quiz, I was sent a bunch of random clothes that did not adhere to or even remotely follow the style advice I gave. Blatantly ignored everything I listed which is supposed to be designed to facilitate receiving items that I would be interested in. The price was $148.99 and after the first shipment (Order S623389), I was so appalled at the selections, I asked for a refund and to just opt out of the program. This option is common with other style companies online. I was told that I could not get a refund, but I could send the items back for an exchange. Ok, a second chance is fair. Again, I'm giving them the benefit of the doubt.Well, the second shipment (Order S629354) was as bad as the first, none of the feedback after the first shipment was taken into account. I again asked for a clean break. Just return my money and I'll return the clothes. I don't want to keep wasting my time and money on a company that is holding me hostage to their standards without any voice from me. Again, a complete contradiction to their terms and advertisements. They say no to the refund, but they will offer me the money as a credit to use in their "Out of box" store. Ok, maybe this will work. So I peruse their offerings and they are very limited with only extreme sizes (S and XXXL) available in most everything. Also, the prices are way inflated to what you would find all over the internet almost anywhere else. So again, I can't even get one shirt and one pair of pants for $148.99. I finally make a selection, pay an additional $12 to cover the overage and they send me the wrong sizes of what I ordered. So, here I am again, having to email them (they're only available a few hours each day) to right a wrong. This transcends buyer beware and is false advertisement and consumer fraud.

• Initial Complaint

  Date:09/04/2024

  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 purchased a clothing package and after the hassle with the terrible customer service to confirm my address that I had entered correctly, I received a package with clothing items in which I specified not to send. This includes sunglasses which I can not wear since I wear normal glasses. They asked what not to send and that was one of the things I entered. Additionally, only one of the items fit me, regardless of me entering the correct sizing. This company does not offer refunds and their exchange policy is laughable. It's a scam operation selling cheap, overinflated clothing that you don't ask for. Between the products they offer, and the terrible customer service, this place does not belong taking people's hard earned money.

  Business Response

  Date: 09/08/2024

  We apologize for the confusion. Our company makes it a point to verify addresses that the system flags with address concerns as shared in the screenshot in the email communication. The package was sent as requested via email, after the shipping address was verified. Please reach out to us directly to finalize your exchange request as no exceptions will be made to our Exchange Only Policy. A copy of the communication has also been provided to BBB. 

  Customer Answer

  Date: 09/08/2024

  I was never prompted to fill out an additional "style profile" until I received the email instructing me to do so, in which I completed promptly.. I filled out the profile, and my order was shipped after the fact, which means you threw in whatever you wanted regardless of what my preferences are. You should really get confirmation of those things especially for items that you don't allow exchanges with. Now, I have to pay additional money for an exchange on almost everything in the package, and hope that everything fits me, in which I have no hope for since apparently you operate on sizes outside of the norm. Your items are not sized properly. Your items are cheap in quality. You trap people into this system to collect money for items that are sub-par. These are questionable business practices and the reasons I feel that I am being taken advantage of as a consumer.

  Business Response

  Date: 09/10/2024

  Thanks for sharing your feedback with us! We submitted correspondence with **** and let him know we wanted to confirm his address so we can send the package to the correct address. We also let him know that we are happy to hear any feedback he would like to share in regards to his experience. We shipped the package as soon as it was completed and we are happy to make an exception and waive the $14.99 exchange fee so he does not have to pay for shipping. We understand our service is a personalized box and sizing can fit differently on different body types and we would love to make this exception for him. We are also very clear in our terms of service and on our FAQ page that we do not offer returns for a refund. Our member service team will reach out to him in regards to the exception for exchange. 

  Customer Answer

  Date: 09/11/2024

  Fine, but I'd also like to exchange the sunglasses. 

• Initial Complaint

  Date:05/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 canceled my account a couple months ago. Then on 5/14/23, I got a text message from Stately stating "My order has been processed." I contacted the company to say I had cancelled. They said I had only paused my subscription for a month and now it had restarted. They had not shipped my clothes yet. I then asked them to cancel the order and refund my money. They would not do that, even though they had not curated my order or shipped anything yet. They refused to offer me a refund or cancel my order despite numerous attempts. I will also be disputing this charge with my credit card company. They make it very difficult/misleading on cancelling your subscription. I believe their business model consists of squeezing one last order out of every person who tries to cancel. I have observed the same complaints via comments online.