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:09/26/2023

  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 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

  Date: 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

  Date:07/17/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:06/26/2023

  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 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

  Date: 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

  Date:05/02/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/21/2023

  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 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

  Date: 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

  Date:12/20/2022

  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 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 Answer

  Date: 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

  Date:12/17/2022

  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 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

  Date: 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 Answer

  Date: 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

  Date: 02/10/2023

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

  Customer Answer

  Date: 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

  Date:12/13/2022

  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.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:12/10/2022

  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 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

  Date: 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

  Date:11/10/2022

  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'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

  Date: 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.