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Business Profile

Retail Shoes

Chinese Laundry

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:01/28/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 have had multiple issues with Chinese Laundry. Number one, the order did not update online to say that it was shipping for multiple weeks. When I got the package in the mail, I was shocked because I thought it never shipped. Within the time frame of waiting for the package/ for the status to update, I emailed customer service three times and got no response. It wasn't until I needed to return the item that I got a single response, which is when Chinese Laundry provided me with a return label and told me to email them when my order was in transit so they could refund me. Since then (over a week ago), I have emailed them three times to no avail and have not received my refund yet.

    Business Response

    Date: 05/08/2025

    We are very sorry to hear about the experience this customer had with their order. We understand how confusing and frustrating this must have been. We appreciate that the customer followed through with the return process and understand they ultimately pursued and won a chargeback through their bank. While we regret that we were unable to resolve this more smoothly on our end, we hope the customer feels their concerns were eventually addressed. We are actively working to improve our processes and communication to ensure issues like this do not occur again. If there is anything further we can assist with, we welcome them to reach out. 

    Customer Answer

    Date: 05/12/2025

     
    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,

    **** *****

Chinese Laundry is NOT a BBB Accredited Business.

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