ComplaintsforJohnny Was

• 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.

• Initial Complaint

  12/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dress online. When I received it, it was too big. Nowhere did it say final sale. I went to return it ONE day after it arrived, (perfect brand new resaleable condition with all packaging and tags; PRISTINE) and I was told I could only get store credit. I do not want to store credit. I want my money back. Final sale was not mentioned during the initial transaction. I would not have purchased an item this expensive without trying it on if I had known it was non-returnable. To add insult to injury I had to pay for return shipment. I would like my money back, please. I am trying this before going through the credit card company. I'm hoping it can be handled without a dispute.

  Business response

  01/03/2023

  Hi there, thank you for raising your concern. After taking a look, I can see that the previous agent you were speaking with did confirm that your refund would be processed via store credit on 12/10/22. Since the item you purchased was final sale, your return was granted as a curtesy. That said, we will have a member of our team reach out shortly to discuss any alternative solutions in hopes of reaching a positive outcome.

  Customer response

  01/19/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was promised that someone from the company would reach ** to me, but No one has reached out to me. I would like to resolve this.

  Business response

  02/10/2023

  This concern was resolved internally. A positive resolution was found and no further action is needed. 

  Customer response

  03/06/2023

   
  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

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Dec 7, I ordered items using their on line site. When filling out the shipping address, it auto-filled an address I 'm not related to ******************************************************************************. I corrected the wrong shipping address to mine *************************************************** proceeded to check out and confirm. When I did, the confirmation file reverted back to the wrong shipping address. Immediately, I sent an e-mail to their customer affairs notifying them about the mistake. I've tried many ways and many times to contact them but have got no reply. The package was delivered yesterday, Dec 12 to the wrong shipping address. Still, I can't contact anyone at Johnny Was. I tried working with ***** but they said only the shipper can change the address. Thus, I called my credit card company and had the charge disputed. Order # ********

  Business response

  12/26/2022

  Our sincerest apologies for any inconvenience incurred with your recent order. We have had a member of our management team reach out in hopes of finding a resolution as soon as possible.

  Customer response

  01/10/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Johnny Was customer (no) service reply said they were sorry and offered a 20% discount on my next order (I don't think so; the lost order was for almost $500). They made no effort to retrieve my order and send it to me or apply a refund to my credit card. I had to dispute the charge on my credit card and am waiting until February to see if the charge is credited back to me.

  Customer response

  01/10/2023

  ***Document Attached***
  Attached are the e-mails showing I replied almost immediately that they had the wrong shipping address. Got no reply and they sent to the wrong address.
  See Attachment/File: 2022-12-13

  Business response

  01/24/2023

  Hi there, thank you for your response. As shared previously by our team, since a dispute was filed with your bank, we cannot issue a refund or replacement for your order, since the refund will now be issued by your bank should they approve your dispute. If you would prefer to drop your dispute and continue to find a resolution with us, we would be happy to assist.

• Initial Complaint

  12/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an in store purchase at the**************************** in August and returned the item via mail in September. My return was received and the company mailed a check to my shipping address. Unfortunately, I had moved by the time they mailed the check so I never received it. I have been following up with the ************** store and the corporate office since October on a weekly basis since then requesting that a new check be mailed to my correct address with no follow up. I have left multiple messages and submitted requests through email and online through their website and no one will call me back. Sometimes, someone at the ************** store will answer but I have gotten differing information as to how to proceed. Sometimes they say they will call me back and never do, and other times they say that is the responsibility of the corporate office and cannot help me. No one from corporate has ever responded to me or answered the phone. I am owed a check of $230 for my return and am only attempting this avenue since their customer support team has not been responsive for two months. I understand that this was initially my error because I had moved; however, it seems like a fairly easy fix and a simple ask that I receive a call back after two months of repeated attempts to contact them.

  Business response

  01/13/2023

  Business Response /* (1000, 5, 2022/12/26) */ Hi there, we sincerely apologize for any delay and frustration you may have experienced. Fortunately, our team was able to find a resolution to your concern via email. If there is any additional support needed, please feel free to follow up on the service ticket previously created and we are happy to assist.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm registering this complaint out of utter frustration. There is absolutely no way for me to get a response from Johnny Was customer service. I have called myriad times since September. I have left voicemail messages and sent pleas by email asking for a response. Each time I've called I get a message to send an email as there are too many calls to respond. Each time I've left an email I receive an autogenerated response that someone will follow up with me. It has NEVER happened. Here is the issue I hope to resolve. I purchase a necklace (order #********) on 8/29/22 for $529.13. I wore the necklace about 5 weeks later. The clasp wouldn't hold. That is when I began my quest to reach Johnny Was since it was past the 30-day return policy. I finally gave up after numerous tries until i saw that Johnny Was was holding a sale. There was my necklace on sale and for 35% off. At this point, I was more determined than ever. I wanted to return the necklace and get another that clasped correctly for the sale price. Again, there was NO WAY for me to get a response. I recently tried to reach Johnny Was headquarters ****** I thought I might get me a response if I could talk to someone who cares about customer service and customer appreciation. I've spent a great deal of my hard-earned money with Johnny Was and would surely hope to be treated better than this. I'd greatly appreciate your help in resolving this issue. I have no desire to malign Johnny Was.

  Business response

  12/08/2022

  Business Response /* (1000, 5, 2022/11/16) */ Hi there, I apologize for the delay in our response and we sincerely appreciate your patience. Our team has since reached out to you via email to discuss an alternate solution, we look forward to resolving your concern together. Consumer Response /* (2000, 7, 2022/11/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) The customer service manager reached out to me, finally. The issue has been resolved in a satisfying manner.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dress online. It originally cost $250 but it had gone on sale and I purchased it for$132. I had previously tried the dress on in the ****** Was store in Newport Beach, CA. When I received the package containing the dress I noticed that it had two significant flaws. I have pictures which I can provide. The quality of the seams and finish was not the same as the dress I tried on in the store. I contacted customer service and explained that I wanted to exchange the dress for the same dress if they still had it stock as I assumed that the flaws were specific to this particular dress since they had not appeared on the dress I tried on in the store. They asked for pictures of the flaws and I sent them to them, including an unfinished seam on a placket on the front of the dress that was finished on the store dress, and trim that curled instead of lying flat. At first they responded that it was a final sale, and that I could not return it. I responded that I did not want my money back, but simply to exchange the dress for the same dress minus the flaws. After several weeks they responded that they had inspected the pictures and saw no defects. They further said that I could return the dress but would have to pay for the shipping. This is completely unacceptable as the flaws make the dress defective.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */ Hello *****, Our sincerest apologies that your support ticket remains unresolved. Our team will be following up directly as our offer for a replacement still remains valid should you wish to proceed.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Earlier this year I went shopping in preparation for an urgent trip I was taking overseas. I purchased items from the store in**************************** for over $940. One of the items I purchased was the **** Duster which I paid $282 for. Unfortunately while I was overseas, I noticed that the item was severely defective and not wearable. When I returned to the USA a few months later, I brought the duster back to the store in its original sales bag, unworn, with all original tags on it, and with the receipt in hand. I explained to the women working at the store what had happened. She was very dismissive of me and said, "Well too much time has passed. I can't help you." I again explained that I had been out of the country and unable to return the item because of this reason. I reiterated that the item was stitched improperly and showed her the defects. I explained that this wasn't just a matter of personal choice but that I was returning a defective item that is unwearable. She again refused to help me or listen to reason so I asked to speak with a manager. The sales associate went to the back room to speak with somebody else. She then returned and said, "The manager said the same thing. There is nothing we can do." I was shocked that somebody in a managerial position would not show any interest in resolving the matter or even coming outside to speak with me. I told the sales associate that I wanted to speak to the manager directly. A few minutes later a woman identifying herself as the store manager came out. She was immediately dismissive and seemed very uninterested in conversing with me. I contacted customer service on at least 10 different occasions. I was only able to get through to a live person twice and each time I was promised a call back from somebody in a managerial position who would be able to help. That call never came and that's why I'm filling a complaint with ***. Date of transaction: 05/26/2022 Amount paid for this item was $282

  Business response

  02/02/2023

  Business Response /* (1000, 8, 2022/11/02) */ Thank you for taking the time to share your experience with our in-store team. Sorry to hear that a leadership team member was still unable to connect with you regarding your return request and experience. While we understand the distressed effect of the product may no longer be to your liking, as clarified in store we are unable to accept worn items as returns. We will happily connect again with our retail teams in hopes they are able to reconnect and come to a positive resolution to your request. Consumer Response /* (3000, 10, 2022/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It's so disappointing that you mischaracterized what I have stated in my original complaint. As I have mentioned in all of my previous correspondences, the item was NEVER worn and has proven to be defective. This item has all of the original tags attached to it and is only being returned because it is DEFECTIVE. It should never have been sold in that condition to begin with. I do not appreciate the company's attempt to miss characterize this situation. This is not about me "no longer want(ing)the item". I have clearly demonstrated that the item is defective and should never have been sold. I am within my rights as a consumer to receive a full refund. I have made every attempt to resolve this amicably and the company does not even dignify my complaints with the proper response from management. These unacceptable business practices should not be tolerated. Business Response /* (4000, 12, 2022/11/15) */ We're sorry to hear your inquiry remains unresolved. We've escalated again your request to hear from Retail Management in hopes you are able to connect and finalize your return. Consumer Response /* (4200, 14, 2022/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been waiting for so long and I need this to be resolved as soon as possible please.

• Initial Complaint

  09/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a dress from Johnny Was online on September 11, 2022. I paid extra to get it next day air. Just now, on September 13 at 4:45 pm EST, I called Johnny Was, I still have no dress. The tracking number says it is still in CA. I emailed twice and got a bounce back form email saying they would look into it but no one ever did (that was a day ago and this morning). When I called I was told it would come today. When I asked where it was, I was told CA. I live in MD. You can't fly from CA to MD in 3.5 hours -- when the******* on the phone told me it would still arrive. I told her I would not get it today as it was impossible. She said she could not credit my "next day air" fee yet. When I asked to speak with a manager, she said yes, they were on duty but I could not talk to them for two days! I bought this for a special event. The cost is over $400.00. This is the third time there have been issues with customer service from Johnny Was, Take a lesson from ********* -- a true customer service company.

  Business response

  10/05/2022

  Business Response /* (1000, 5, 2022/09/23) */ Hello *******, In regards to order #******** Overnight shipping was selected and delivery should have happened by Tuesday 9/13. The order was placed Sunday, September 11. As we do not ship orders out over the weekends your order was shipped that Monday 9/12. There was a delay with the shipping carrier and for that, we apologize. Your shipping fee was successfully refunded on 9/14 for a total of $35.00. If you have any further questions please reach out to us at********************

• Initial Complaint

  08/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order# ******** was made on 7/3/22. What a horrible experience I had. I made a large order that was received in multiple packages. I received 2 incorrect items, a wrong sized item, and (4 items were missing). I contacted customer service and after going back and forth (********) asked me to send back what I received wrong and she'll refund me for 3 missing items and those wrong ones, she didn't pay attention to what I reported because I wrote the missing items in my email by name. I sent back the wrong sized item and I got a refund for it along with the incorrect ones. but I NEVER RECEIVED A REFUND FOR THE 4 MISSING ITEMS. I kept 13 items and I decided to return them to the store in southlake. I went there, a lady there (***) took the items from me she inspected them and she accepted the return and told me that the refund will come to me within few days and I am good to go. The following day another lady from the store called me telling me that a dress from my return is missing a slip and I need to return that slip so I can get refunded or accepting a store credit instead. I went viral because that person inspected all the items and by the way she took too long because they don't have an advanced system to scan and check off the items, then she accepted the return. Now that store lady claims that the dress is missing a slip, why did you accept it in the first place? I told her that I searched and I don't have that slip but the store kept the dress and never refunded me for it. So now I am missing a refund for 5 items .The original 4 missing items plus the dress that was returned to the store and never get a credit for them. The 4 missing items from the order are PHOEBE DRAPE TUNIC DRESS Style #:********* Size: XS $250.00 MIRO HENLEY POPOVER TUNIC Style #: ******** $260.00 AZUSA TUNIC Color: STRAWBERRY Style #:********* Size: XS $ 288.00 MYRTLE BLOUSE Style #:********* Size: S $190.00 THE STORE dress: PROVENCE DRAPE TUNIC DRESS SizeXS $260.00

  Business response

  10/07/2022

  Business Response /* (1000, 8, 2022/08/31) */ Our records indicate order #******** was successfully refunded in full; on 7/20 when the customer brought the order including previously communicated missing items into the Southlake ****** Was Retail location and the remainder of the order not returned to store or claimed to missing were successfully refunded on 8/19 & 8/23 respectively. Customer service has open communication regarding this inquiry and is available should the customer still have any outstanding questions.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/31 (a Sunday) I received an e mail from JohnnyWas stating 'Last Chance to take an extra 30% Off'. No where in their advertisement or on the individual descriptions of the items did it say anything was a 'Final Sale'. (I went back and read through it all with a fine tooth comb). I saw a kaftan dress that I thought would be appropriate to wear at my daughter's wedding in Hawaii so I clicked on to order it. It came in 2 sizes: s/m and l/xl. When I clicked l/xl a pop up said that it runs large so order down. I decided to order one in each size, to be sure of getting the one that fit best. Again, no where on the page did it say final sale. I ordered one in each size and ONLY when I got a confirmation e mail that they received my order did it say final sale next to each one. I immediately followed the instructions: "Feel free to reach out to us if you have any questions, concerns, or comments at ****************** or by phone at (*************. We are available Mon-Fri 9AM - 5PM PST.' I immediately sent an e mail. The next day I called that number more than TEN TIMES, each time a recording said 3 min. wait and after 3 min 'no support agents available' and they hung up. I left messages, written e mails, etc. and NO ONE responds. Late yesterday I received an e mail stating the dresses have been sent. I called again today with same results...hang ups each time! I am 75 years old. The stress is overwhelming. It feels awful. I even called the corporate office and same hang up. It feels like no one is there to help. This is a high quality brand but customer service is terribly disappointing. I don't want the dress for the wedding anymore since there is such sadness connected to them. I will continue to shop only at their stores. (I am trying to upload the e mail I sent to JW but am having trouble uploading it. Can I send it to you another way?)

  Business response

  09/07/2022

  Business Response /* (1000, 5, 2022/08/04) */ 8/3/22 at 4:53 pm ****** Was Customer Care reached out to ************** regarding order #********* Currently awaiting **************'s response on how they would like to move forward. Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried on both kaftans. The lg/xlg is enormous and the s/m is also 'swimming on me'. I am normally a large/extra large so this sizing is totally off from normal. I would like to return both for store credit and I will use the credit to shop for another dress for my daughter's wedding in a ******Was store to be sure the item fits. The company offered to take only one item back but I cannot wear either item and since the sizing is so misleading compared to how all of the rest of their clothing fits I believe they should take some responsibility for the misleading sizes advertised and allow me to continue shopping with them with a credit. Business Response /* (4000, 9, 2022/08/09) */ Our records indicate your support ticket with a management team member remains unanswered. Please do let us know how you'd like to proceed with the offerings available. Consumer Response /* (4200, 11, 2022/08/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I am reading this correctly ******Was has not responded to you after our last correspondence and your forwarding them my answer. If this is correct it seems that they are ignoring you as well as me since I sent them a copy of what I sent to you. What does the BBB do in cases like this? What do you recommend that I do now? Thank you so much for your help. Consumer Response /* (2000, 13, 2022/08/10) */ Since sending in my response this morning I found an e mail from JW in my spam folder. They offered to refund the money for one dress and give me a credit for the second dress. I have accepted their offer. I wish to thank you for your help and support. I believe you can close my case. Again, thank you so very much.

*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. ↩