ComplaintsforJohnny Was

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid 230. Plus tax for a beautiful Johnny Was dress after receiving one as a gift about 4 years ago they became my go to store for a real treat as they are expensive. Imagine my disappointment when it tore the material just shredded after only a year and a half I wash them very carefully, never put them in the dryer and on delicate. The manager of the store in ******************, Ciscely, said the material is thin, I replied that doesnt mean a dress should disintegrate, I have thin material dresses that have lasted years. Johnny Was has taken a nose dive in their quality and is not standing behind the quality of their clothes.They are accepting and expecting dresses to disintegrate after a year and a half. I have been in touch with -if you can call it that-not ever actually been able to talk to a real person despite about 10 calls A manager called ** replied after many emails and calls, she stated the incorrect name of the dress I have and said nobody else has complained about it. And they would not exchange the dress for one that is not ripped. Dissapointed -Johnny Was low quality (and torn.)

  Business response

  06/20/2024

  Hi *****, as discussed in our previous email outreach, once the order information associated with your damaged item is received, we are happy to investigate. I apologize for any misunderstanding regarding your concern and look forward to resolving this together. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a $300.00 blouse on line. Jonny *** shipped it via Federal Express which is widely considered an unreliable carrier in ******. In the past, items sent Federal Express have never arrived and pictures of where they delivered it are no where near our address. ***** *** Rep told me that I needed to pursue a resolution with Federal Express. However the contract to deliver the item is between Federal Express and *********. So ********* is liable for the lost item - not me, the customer, regardless of the fact that in small print way down at the bottom of their pages of terms and conditions which they know the customer never reads, it does state that ***** *** does not bear any liability for items lost by the carrier. I would like my money back and an apology from the company and from the manager of the Honolulu store.

  Business response

  06/03/2024

  Hi *******, we're so sorry to hear you did not receive your order as expected and could not get the assistance you needed. I have just followed up via email regarding your order and can confirm a refund was issued earlier today. I look forward to resolving this inquiry for you and answering any questions you may have. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have tried to call. Chat, in the past when I have placed orders. No one has ever responded. Yet I have contacted them during there open hours. March 18, I placed an order and decided same day I wasnt sure about a color. I called, emailed, tried to get live chat, several times. No one ever answered. I tried to cancel this order-******** I got an email that told me clearly they hadnt read my emails at all as didnt respond to anything I wrote about cancelling. This afternoon they emailed me this item shipped this was against my wishes. I want an immediate refund and an explanation of how such a large company has no available customer service, though they say they do??? I consider this false advertising. All my past purchases have been from there website.

  Business response

  03/20/2024

  HI *****, thank you so much for bringing this to our attention. We do apologize that we were unable to cancel your order as requested. At the moment, we are experiencing higher volume than usual which has impacted our ability to respond to our customers as quickly as we like. Still, that is no excuse to not be provided the service you deserve. 

   

  I have requested that your package be returned to sender and will have a member of our leadership team reach out to you shortly with next steps. Please keep an eye out in your email for more details. 

  Customer response

  03/26/2024

   
  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

  12/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online on December 7th and it is now December 19th. I have received no response from the company except after I called their customer service line twice I received an email with a ticket number. My order still has not arrived and the tracking status states shipped. I have no idea where my package is and I can't speak to a human to resolve this matter. This is terrible costumer service for an item that is very expensive. Is the package lost? Did they deliver it to the wrong address? Who knows?

  Business response

  12/20/2023

  Hi *******, thank you for reaching out- I apologize for any delay you may have experienced in trying to reach us. I have taken a look and can see that you had initially called us on Monday, December 18th regarding your order. Yesterday, December 19th, a member of our team had responded to your inquiry providing your order information, tracking (number and link) and the date that your order was shipped. Our system shows this email was read and opened 10 minutes after the communication was initially sent. 

   

  After referencing the same information our agent provided, I can see that your order was marked as delivered today, December 20th. I will be sure to follow up via email and confirm if you need any additional assistance with your order. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i called in to place an order. I wanted to order a size XS. The agent said item was running very small and that i should order a Medium. I followed her instructions. When I received it, it was obvious it was too large. I tried and tried to contact them to request that they send me a Shipping Label to send the dress back for an even exchange and i got a message saying that they were not accepting calls and that they would return my call. They never did. I continued to try to reach them but they never answer their phones. I sent them a letter on July 5, 2023 and was ignored. No response. I returned the item an my own shipping expense because I was so fed up with them. I sent the dress back Registered mail, so i know they received it on July 7, 2023 and to this day no response. They have my money and the dress. I need them to refund me my money!!!! After all of these months no one, I mean no one has ever acknowledged any of my efforts or pleas. Please help me get their attention so this can be resolved. WORSE customer service ever! they want your money but once they get it, they can care less! Thank you!

  Business response

  09/26/2023

  Hi *******, thank you for bringing this to our attention, I do apologize that you did not receive the assistance you needed. Taking a look at your customer profile, I was able to locate the call you are referencing on June 5th and July 5th, however there was no voicemail left with information on what you needed assistance with. I was also unable to find any additional communication or request to return this item. That said, I would be happy to help resolve this for you once and for all. A member of our team will be reaching out shortly to assist you. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a gift card for mother's day in the amount of $200. I used this to make an online purchase for an item for $161. This item was too small, so I went to the store to return it. I selected another item that I wanted to exchange it for, however was told that it would take 24 hours to process the return and credit me back the money to the gift card. So I couldn't use the money. The next day, when the return processed, I attempted to make an online purchase. I now had two "credits," one from the return (which was a different code and PIN) and the remaining balance of the original gift card. The website would not allow me to apply both of these credits to one purchase. I spoke with a customer service rep who informed me there was nothing they could do and it was impossible. They advised me to go back to the physical store where they may be able to help me. So now I have made two trips to the physical store, costing me excessive time and transportation cost. There is nowhere that it is stated that you can only use one credit per purchase, that is ridiculous. They are essentially holding the money hostage and not allowing me to use the money that was intended to be a gift. I would like to be refunded for my time and transportation costs.

  Business response

  07/19/2023

  Thank you for raising your concern, we sincerely apologize for any confusion surrounding our gift card policy. While our system is incapable of accepting more than one gift card, customers are always welcome to place an order over the phone with our retail stores to redeem more than one gift card, it is not necessary to physically travel to a retail location. We are actively looking into a solution that will allow customers to apply multiple gift cards online in the near future. 

  As we were able to resolve this matter internally, please feel free to reply directly to the email thread we have communicated on previously should you need any further assistance. 

  Customer response

  07/19/2023

   
  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dress online but the cut was so low I had to return it. Order #********. I have tried to contact the company via phone and never get a live agent. I have left several messages and no one will return my call. They have had the item in their posession since 5/22, it is over a month later and I still do not have my refund.

  Business response

  06/27/2023

  Hi there, thank you for bringing this concern to our attention. After review, I can confirm that the item you returned to us was not associated with your order and was not a Johnny Was item. Our returns team sent this back to you and according to tracking, it was delivered on May 30, 2023. A member of our team will be reaching out via email shortly, if you have resent the correct item associated with your return, we are happy to investigate. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 1 pair of silk pajamas after receiving a gift of a similar pair. Within 2 wearings, both pair tore in the exact same location. I took them back to the store and was told return are not issued beyond 30 days. Ok, but I had just had surgery which disabled me and I certainly didn't make it to the mall. I am a disabled veteran by the way. Either way, that is their policy, I understand that but this is not that I didn't like them, these were incredibly poor quality and very expensive (silk). So, again I understand, I contacted corporate customer service and was told again I couldn't return them now because I didn't have the "bag they came in" What happened to quality control, customer appreciation and simple customer service? I would be fine with store credit because I understand policies but no remediation for poor, unwearable quality is not acceptable.

  Business response

  05/03/2023

  Hi there, thank you for bringing this concern to our attention. We do apologize that our team was unable to assist with your damaged pieces initially. A member from our leadership team will be contacting you shortly to discuss your experience and assist with a positive resolution. We appreciate your patience and cooperation. 

  Customer response

  05/05/2023

   
  Complaint: 20002068
  
  I am rejecting this response because:

  I did hear from someone from customer service who was helpful but told me she would send an email I could respond with pics of the defective merchandise and the email address the original purchase was made from. I never did receive an email and am back in the phone with no one having any idea why I am calling 
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase 11/14/22 for an item that I had returned 11/21/22. ORDER NUMBER: 13393143.I received confirmation 11/26/22 that my return was received and to allow 5-7 business days for processing however, my $392.00 was not reimbursed yet as of 01/21/23. RA NUMBER: WRMA98283.I have reached out multiple times, and I had received two auto-response of sorts that a team member will be in touch shortly. I want my money back.

  Business response

  01/30/2023

  Hi there, after further investigation I can see that your refund was issued successfully on 11/27/22 to your original form of payment. Someone from our team has reached out with additional details as of 1/29/23. If there is any additional support we can provide, please feel free to respond directly to that email and we are happy to assist.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I will never order from the website again. I always used to go to the store in ******. Then I moved and the store in ****************** is not convenient. I tried to place order two days ago, 12/18/20, and it disappeared. So I tried again next day, not seeing that there was an item already in the shopping cart, so then I got a receipt to 2 items - more than $700 on my debit card. Called this morning. **************** man said he'd cancel. No confirmation of cancellation and order went through. Tried to call again. They finally said no one available and to leave your number. No one has called. No one responds to emails. They better **** well pay for shipping to return one of the items. I have been a customer for many years but THE WEBSITE HAS HORRIBLE CUSTOMER SERVICE. Do yourself a favor and have the nearest store ship to you. This is the order number: # ******** The two exact jackets have now shipped. What an incompetent company!

  Customer response

  12/23/2022

  A person finally responded from the company and tried to stop the shipment, but it still arrived. They sent a return label rather than making me pay $10 for one, as they normally do, which is crazy for such a wealthy company. Matter is resolved. Thanks.

*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. ↩