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Business Profile

Online Shopping

Oh Polly

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/24/2025

    Type:Product Issues
    Status:
    Unpursuable
    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 for $89 1/31/25 as of today still no package an entire month. I want my money back.

  • Initial Complaint

    Date:11/05/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 a purchase of 5 dresses from Oh Pollys website on August 26, 2024 for a total price of $630.37. I received the package sometime between September 1 and September 3, 2024.On September 4, 2024 I submitted a return request for all 5 dresses, and I returned them a few days later. Oh Polly sent me an email on September 10, 2024 that they have a notification that my return was shipped. On September 20, 2024 Oh Polly sent me an email that they received my return at their international hub and the refund would be processed by October 15 at the latest. On October 9, 2024 I reached out to Oh Polly asking about the status of my return. Oh Polly responded that I should check back in on October 20, 2024 as they were still processing the return. I responded on October 14, reminding Oh Polly that October 15, 2024 was last day that they originally said I would receive a refund by, and asking for confirmation that this would not go beyond October 20.Oh Polly responded on 10/15 that the refund shouldnt arrive later than 10/20, and if I havent received an update to get back in touch with them. On 10/22, I reached out again indicating I havent heard from Oh Polly or received my refund, to which they replied on the same day they were unable to find my return and they opened an investigation on the order. And that I could expect an update by 10/24.On 10/27, I reached out again because I still had not heard from Oh Polly, and they responded that they still had no answer and to give them another 72 hours. On 10/29 I was told I would hear back in the next 48 hours, and it is now November 4th and I still have not heard back from Oh Polly and still have not received by refund, which is almost 2 months since I sent the items back to Oh Polly (which they confirmed receipt of via email).Ive tried in good faith over the last 2 months to resolve this issue with Oh Polly, but to no avail.

  • Initial Complaint

    Date:09/19/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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.
    This compnay lied and said ny childs expensive package wws delivered and it was indeed not The delivery company also lied and said they attempted to deliver They stole my childs packages

  • Initial Complaint

    Date:06/27/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 a purchase through the Oh Polly app on July 7th for a wedding. I received my order in a timely fashion, wish I was happy about. When I received the dress the beading was falling off the dress slightly I looked past it enough though it did irritate me. I tried on the dress and realized it did not fit. So I immediately went on the Oh Polly website and tried to process a return for a FULL REFUND. It automatically started giving me issues. It kept saying it was having issues processing my shipping label. I tried it 3 times and no shipping label was emailed or processed on the RETURN screen which honestly made no sense to me. I IMMEDIATELY emailed Oh Polly with screenshots of the error message and politely asked for a shipping label to get emailed to me since the error message stated a representative can send me one. I received an email the next day with an excuse of our return system is down theyll fix it in a few days which makes no sense! If youre a supposedly very successful company why would it take days for IT to fix a simple shipping label issue. I expressed that a shipping label would be sent to me if I asked for it. I never received an email until I had to send another one and I received a response the next day, from a girl named ****** she stated I had to pay for my own shipping label now. Reading that INFURIATED me. Oh Polly is a UK based company, I live in ***. A shipping label out of my pocket! And she claimed theyll refund me the cost. Which I totally dont believe and I refuse to even do. Why should I pay for a shipping label they can provide me!? I emailed again with no response. I want a FULL REFUND and to return this poorly made dress.

  • Initial Complaint

    Date:06/04/2024

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 online order for Oh Polly and automatically in the cart they added a $10 dollar fee for order protection which they claim is optional. Oh Polly added this item to my cart without my permission and would not remove the item after when I informed I did not want to purchase their extra order protection coverage. Within minutes of placing the order and seeing they added the fee they claim is optional, they refused to remove it from my order claiming it Is non refundable and would not cancel my order either. I had no desire for any order protection and have no way to get my money back either. Even if I return the order now, they will still keep the charge for the fee they added. Oh Polly added this to my order without permission and I will continue to escalate until my money is returned to me. My desired resolution is a refund of the fee that should not be charged in the first place unless the consumer had added it to their order.

  • Initial Complaint

    Date:05/28/2024

    Type:Product Issues
    Status:
    Unpursuable
    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 over a week ago from this review on 5/16/2024. My order quickly showed label was created but not yet given to shipping company. On 5/23/24 I got an email that the shipping company lost my item and that I need to file a claim for refund, meaning this would not be automatically honored unless I request it. I paid extra for shipping protection, yet my item still got lost, this store is a SCAM. I purchased a dress for engagement pictures during my overseas trip. Truly disgusting and disappointing.

  • Initial Complaint

    Date:12/07/2023

    Type:Product Issues
    Status:
    Unpursuable
    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.
    This company charged me an outrageous amount for shipping just for my items not to arrive. They also kept changing prices day by day. They also increased the shipment charge amount when I paid with store credit so that I'd give them more money. I paid $17 for shipment for my items to be lost in transit. I tried returning items that were originally full priced but $80 with a deal and they decided one of my items was store credit only and that I could not get my money back. I want a refund and to be done with this company.

  • Initial Complaint

    Date:11/28/2023

    Type:Sales and Advertising Issues
    Status:
    Unpursuable
    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 never received my order #OP934022US. The total of the order was $339.91 and Oh Polly refuses to refund me despite the fact that I never got anything from the order. Do not buy from this scam of a company.

  • Initial Complaint

    Date:06/08/2023

    Type:Delivery Issues
    Status:
    Unpursuable
    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.
    Order number; OP671701US I bought thread items online and I havent received it. I want them to resend my package. The customer service said I need to wait 5 working days from 05/30. They need to investigate My package. But it is more than a week now. No one follow up. I already wait a month to receive the package. They dont care about my right.

  • Initial Complaint

    Date:03/12/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    In fact, the problem concerns a very simple topic while the English customer service ********************** as well as Bo+tee is most simply lazy. I have lived in ******* for more than 5 years but all of Europe says clearly and loudly that the English people are the laziest people in Europe.1. I asked ****** and later Oh Polly about restock Vitality leggings. These are the only leggings in the entire collection that are short (petite). I have no idea why the company calls the leggings petite if they are very long and not petite. Petite means a petite person, small, short arms, short legs.2. Of course, I checked in the system the option to inform me by email. I check the site every evening. I shouldn't because I checked the option that the system will inform me. So I know the item is on the site because I just go to it. System do not react at all with updates about restock.3. Because ** tee told me they don't know anything about restock I told them to talk to the relevant department about several future months of restock and give me accurate information. With sizes, colours, items (tops, leggins, shorts etc) so I can find out what items will be to buy. Your entire website is practically out of stock with XS sizes.4. I have written millions of emails to you. About the broken lock from the top, about the restock and about other things but the *************** team is just pathetic. They gave me some ridiculous restock table with numbers. The numbers themselves. I laughed at them and demanded decent information.Yesterday I noticed on the website that vitality is in stock in one color. I immediately bought and a second later I got the cancelled information. I ordered a second time - same thing.I am convinced that the foolish English team blocked me. I asked to talk to your CEO because, the management was just not enough for me. I got nothing helpful, nothing concrete in response. I got only problems, not clear answers, too long and unnecessary statements.

Oh Polly is NOT a BBB Accredited Business.

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