ComplaintsforDailyLook

• Initial Complaint

  09/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About 6 days ago I saw an advertisement for a clothing fashion app. The advertisement said clothes shipped in a box. It mirrored ***** Fix. I was interested I subscribed having the assumption the monthly subscription was including the box of clothes and credit to what I would purchase and then pay extra for all other items. It turns out you are paying a stylist to show you clothes etc. I really didnt want to put too much thought into it and just received the biox of clothes and decide from there. Thats not the case so immediately upon finding out I requested to cancel and receive a refund. I am not using the services and they do not want to give me a refund. In turn their money back guarantee just says it doesnt include personal reasons such as not liking the product however I never received clothes or product. My request for a refund is because the advertisement falsely made me believe it was a different type of service. I attempted multiple times for a refund but they denied the request. Im not requesting a refund for financial issues or because I paid a subscription or because its personal product Im unhappy with Im requesting a refund for something that I wasnt looking for. Would have they been more clear on the services I would have not subscribed. Its been less than 10 days from subscribing. I should be entitled to a full refund.

  Business response

  09/12/2024

  September 12, 2024
  BBB of *********** and **************
  ***************************
  ******************
  
  RE: ***** *********
  Complaint # ********
  
  Dear Ms. ******* ******
  
  Thank you for forwarding the complaint dated August 31, 2024, regarding the recent interaction that Ms. ********* had with Dailylook. In the complaint, Ms. ********* expresses frustration with a recent attempt to receive a refund, claiming it was denied. Ms. ********* is requesting that Dailylook refund her and cancel her membership.
  
  According to Dailylook business records, Ms. ********* signed up for Dailylook membership on or about August 30, 2024. Dailylook is a subscription service where members receive reoccurring shipments of clothing to try on at home. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  If a subscriber ever wishes to change modify their upcoming deliveries, Dailylook provides all clients the option to skip their next scheduled order, change to a longer interval (from every 30 days to every 90 days), pause membership for a set period (such as six months or a year), or fully cancel their membership at any time. Subscribers do not need to contact Dailylook to complete any of these actions, and can initiate any of them through their online member portal.
  
  According to business records, Ms. ********* had not made any prior contact with Dailylook through any channel (email, phone, live chat, or social media). Upon receipt of this complaint, a representative from Dailylook called and emailed Ms. ********* to see if perhaps she had a different account that we could locate to explore her claim. After communicating via email, Ms. ********* informed us that she wrote this complaint about a separate business who operates on a similar business model, ****. Dailylook is and has never been affiliated with ****, and once we confirmed this with Ms. ********** she informed us that she realized that she wrote this about the wrong company, and would take the necessary action needed to change her complaint. She provided screenshots of her interaction with Lumi, which is how we confirmed this was a complaint for the wrong company. Ms. ********** membership with Dailylook remains active, and should she ever wish to cancel, we would be more than happy to assist her.
  
  Dailylook appreciates the chance to resolve Ms. ********** complaint and considers this matter closed.
  
  Sincerely,
  ******* ********
  Director, Client Services
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Daily look was canceled, they sent another box of clothes. Returned the box with out even trying them on. I canceled the subscription and they are still taking $40 a month for the past 8 months. I have asked them to stop several times. I have changed my card number and somehow they are still able to steal. I tried it, it wasnt for me and now I expected to continue to pay for it?They have done nothing to correct the issue other than say I have an active account yet I have not received a shipment in over a year. It is criminal what they are doing.

  Business response

  09/06/2024

  September 6, 2024
  BBB of *********** and **************
  ****************************************************************************
  
  RE: *******************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated August 29, 2024, regarding the recent interaction that ************ had with Dailylook. In the complaint, ************ expresses frustration with a series of charges that she does not recognize. ************ is requesting that Dailylook process a refund for all charges.
  
  According to Dailylook business records, ************ signed up for Dailylook membership on or about June 2, 2023. Dailylook is a subscription service where members receive a monthly shipment of clothing to try on at home. A $40.00 non-refundable styling fee is charged monthly for every box, which can be also used as credit toward any item that the client wishes to keep. Clients can also use these funds on items from our sample sale, which gives clients even more to choose from if they did not enjoy items in their monthly box. These credits are set to expire within 30 days, and are not advertised to transfer over to future boxes as a stored balance. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  Before returning items, clients are required to complete a checkout process online where they indicate which items theyre keeping, and which items are being sent back. If a client does not complete checkout before sending the items back, Dailylook will attempt to charge the client upon receipt of their return.
  
  According to business records, Ms. ***** latest order was shipped out on or about July 8, 2023. ***** tracking records indicate that this package was delivered on or about July 18, 2023. While Dailylook does not have access to return records during that time, business records indicate that checkout had not been completed. In accordance with Dailylook terms and conditions, we attempted to collect the entire box cost in the amount of $987.00 on or about July 28, 2023. After the initial charge attempt was declined, Dailylook began collecting payment in $40.00 increments on or about August 2nd, 2023, which continued monthly until on or about September 1st, 2024, for a total of 15 charges in total $600.00. Dailylook has no record of a cancellation request from ************ before or during this period.
  
  ************ contacted Dailylooks client service team on or about August 29th, 2024. ************ claimed that their account had been previously canceled, despite the account being active. She also inquired about the charges, and asked for a refund. A representative for Dailylook explained that we did not receive her returns, explained the reason for the charges, and asked ************ if they returned all the items. ************ responded on or about September 1st, stating all items were returned, which resulted in Dailylook's representative updating the status of the order as being lost.  Dailylook committed to reversing all charges in dispute as a courtesy, despite having no evidence of the returned package.
  Upon receipt of this complaint, we have not heard any additional correspondence from ************. Dailylooks client service leadership has refunded 13 of the $40.00 charges for a total of $520.00 on or about September 1st, 2024. The remaining 2 charges of $80.00 could not be refunded due to chargebacks being filed with her bank. Should ************ wish to receive refunds for the remaining $80, she would need to cancel the chargeback investigations with her bank. If she intends to cancel the chargebacks, we invite her to contact our client services team again. Additionally, **************** subscription has been fully canceled and no further charges will be made. 
  
  Dailylook appreciates the chance to resolve Ms. ***** complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, Client Services
  

• Initial Complaint

  08/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Dailylook never shipped my box that was originally ordered back in 2022. On August 6, 2024, they updated my account to shipped. They are trying to hide the fact that they had an open order that they never shipped out in their system. Change it back and dont hide the fact that you are scamming people for styling fees that were never styled

  Business response

  08/29/2024

  August 29, 2024
  BBB of *********** and **************
  ***************************
  ******************
  
  RE: *****************************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated August 15, 2024, regarding the recent interaction that ********************** had with Dailylook. In the complaint, ********************** expresses frustration with a recent email related to a charge from 2022 and the status of an order. ********************** is requesting that Dailylook amend the prior order status and process any refund that is due.
  
  According to Dailylook business records, ********************** signed up for Dailylook membership on or about September 6, 2022. Dailylook is a subscription service where members receive reoccurring shipments of clothing to try on at home. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. If clients do not use it on items in the box, it also remains active as store credit for 30 days, and can be used on items from our sample sale collection. ********************** also used a promotional code to reduce this first styling fee to $30.00.
  
  On or about September 6, 2022, ********************** canceled her membership just eleven minutes after signing up. No additional fees or charges were ever made to **********************, and her membership has remained completely inactive since then. Because she canceled her membership so quickly, no box was ever generated, which is why she did not receive one. While Dailylook cannot speculate as to the intention of **********************, if she had assumed that she would still receive the first box, not enough time had elapsed for her to be assigned to our styling queue. According to Dailylook business records, ********************** never contacted Dailylook again to inquire about a box she was expecting, or with any questions about the $30.00 styling fee, which after being converted to store credit, expired 30 days after her cancellation.
  
  On or about August 6, 2024, an email glitch in the Dailylook system inadvertently resent several emails that had already gone out in prior years, and ********************** received a confirmation email about her original styling fee dated September 6, 2022. This was only an email error, and after verification of all payment and account records, ******************** can confirm that no additional charge took place. This email, along with every Dailylook email related to a styling fee, will always refer to the styling fee as shipped, as this is billed separately from a box. Had ********************** not canceled her membership, she would have also eventually received an additional shipping confirmation email when her first box shipped. Dailylook displays styling fee charges as a separate order, so up until this point, the styling fee order related to the charge on September 6, 2022 has always had a status of shipped.
  
  ********************** contacted Dailylooks client services team about this email on or about August 15, 2024. That same day Dailylook wrote back to inform her about the error and reassured her that no charge had taken place.
  
  Upon receipt of this complaint, Dailylook reviewed our communication records, and we have not heard any additional correspondence from **********************. In the interest of customer service, ******************** agrees to refund ********************** for the unused $30.00 styling fee, and has processed a payment back to her original method, which was Amazon Pay.
  
  Dailylook appreciates the chance to resolve Ms. ********** complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, ***************

• Initial Complaint

  08/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dailylook In March, 2024 I completed the "style quiz" and entered my contact and payment information (which was required in order to complete the quiz). Then realized that this resulted creating an account with ********************. I immediately canceled the subscription (within minutes) and never received any product from Dailylook.On August 6, 2024 my card was charged for a "styling fee" of $30.00 on March 30, 2024.

  Business response

  08/16/2024

  August 16, 2024
  BBB of *********** and **************
  ***************************
  ******************
  
  RE: ***********************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated August 7, 2024, regarding the recent interaction that ************************ had with Dailylook. In the complaint, Ms. **** expresses frustration with a recent email for a charge she does not recall authorizing. Ms. **** is requesting that Dailylook refund her for any potential unauthorized charge.
  
  According to Dailylook business records, ************************ signed up for Dailylook membership on or about March 11, 2023. Dailylook is a subscription service where members receive reoccurring shipments of clothing to try on at home. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. ************************ also used a promotional code to reduce this first styling fee to $30.00. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  On or about March 31, 2023, ************************ canceled her membership. No additional fees or charges were ever made to Ms. *********** credit card, and her membership has remained completely inactive since then.
  
  On or about August 6, 2024, an email glitch in the Dailylook system inadvertently resent several emails that had already gone out in prior years, and ************************ received the same email about her original styling fee. This was only an email error, and after verification of all payment and account records, ******************** can confirm that no additional charge took place.
  
  ************************ contacted Dailylooks client services team about this email on or about August 7, 2024. That same day Dailylook wrote back to inform her about the error and reassured her that no charge had taken place.
  
  Upon receipt of this complaint, Dailylook reviewed our communication records, and we have not heard any additional correspondence from ************************. Dailylook declines to provide any refund as no charge ever took place. We encourage ************************ to review her bank statement, and she is more than welcome to contact us with any new information.
  
  Dailylook appreciates the chance to resolve Ms. *********** complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, Client Services
  

  Customer response

  08/18/2024

   
  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

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This is a subscription service. The items were returned and a $40 credit was added to the account. As the items where not what I expected, had no intention of continuing the service and was aware that the $40 credit would expire. This is a month-to-month subscription that can be cancelled at any time. The subscription was cancelled the day the items registered as "received" via the tracking app online. The cancellation process involved an offer to skip or extend the time between boxes before I could cancel and then a notification that it would take 3 days was sent. 3 months later the company charged me $40 again without my consent on a subscription that had been cancelled and for which all the items prior had been returned with feedback as to the reason why and notification that I would be cancelling... *********** was notified. The subscription appears to have been reactivated without my consent. I wish to be refunded and to get confirmation, AGAIN, that the subscription has been cancelled. This has also been disputed with the credit card company.

  Business response

  07/31/2024

  July 30, 2024
  BBB of *********** and **************
  **********************************************************************************************
  
  RE: ***********************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated July 11, 2024, regarding the recent interaction that Ms. **** had with Dailylook. In the complaint, Ms. **** expresses frustration with a recent charge for an order she does not recall authorizing. Ms. **** is requesting that Dailylook refund her for this $40 charge and cancel her membership.
  
  According to Dailylook business records, Ms. **** signed up for Dailylook membership on or about April 11, 2024. Dailylook is a subscription service where members receive reoccurring shipments of clothing to try on at home. During the sign-up process, subscribers are asked to decide how often they would like to receive a box. Our records indicate Ms. **** selected to receive a box every 60 days. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  If a subscriber ever wishes to change modify their upcoming deliveries, Dailylook provides all clients the option to skip their next scheduled order, change to a longer interval (from every 30 days to every 90 days), pause membership for a set period (such as six months or a year), or fully cancel their membership at any time. Subscribers do not need to contact Dailylook to complete any of these actions, and can initiate any of them through their online member portal.
  
  According to business records, Ms. ****s first order was delivered on or about April 25, 2024. Ms. **** completed the checkout process and indicated she was sending all items back. That same day, Dailylook business records show that Ms. **** logged on to her online member portal and made a change to her subsequent deliveries. Our records indicate that instead of canceling her membership as Ms. **** asserts, she instead skipped her next box, meaning that her membership would stay active. While Ms. ****s next box that was originally scheduled to arrive 60 days later was skipped, the following box remained scheduled, and a $40 charge was made to Ms. ****s card in line with Dailylook terms of service. This charge occurred on or about July 11, 2024.
  
  That same day, Ms. **** contacted Dailylooks client services department and stated that she had canceled her membership. A representative from Dailylook reviewed Ms. ****s account and found no record of this cancellation, only the skipped box request made on or about April 25, 2024. In the interest of goodwill toward Ms. ****, the Dailylook representative went ahead and refunded the $40 charge and completed the cancellation of her membership. Ms. **** acknowledged this refund and thanked Dailylook for completing her request.
  
  Upon receipt of this complaint, Dailylook reviewed our payment records to ensure that Ms. ***** refund had been processed and that her membership had been canceled. A refund for the $40 charge should be visible on Ms. ****s card statement. Dailylook has had no further communication with Ms. **** since this refund was issued on or about July 11, 2024. Her membership will remain canceled unless she decides to reactivate it at a later date.
  
  Dailylook appreciates the chance to resolve Ms. ****s complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, ****** Services

  Customer response

  07/31/2024

   
  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

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 17th, I returned a package sent by Daily Look for a subscription. I am still waiting for a full refund to my debit account for all the returned products, despite the seller's confirmation of receiving the package and assurance of a refund. Instead, I was charged again for the same amount on my PayPal account. I have reached out to the seller multiple times, and they have apologized for not issuing me a refund. I possess concrete evidence of our conversations, the returned package confirmation slip, and a return confirmation email from the seller stating that they received the package and would process a refund within 3 to 5 business days. However, they have failed to do so.

  Business response

  07/18/2024

  July 18, 2024
  BBB of *********** and **************
  **********************************************************************************************
  
  RE: ***********************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated July 6, 2024, regarding the recent interaction that **************** had with Dailylook. In the complaint, **************** expresses frustration with a recent order that she was charged for and a subsequent refund that she is due. **************** is requesting that Dailylook process her refund back to her original method of payment.
  
  According to Dailylook business records, ************ signed up for Dailylook membership on or about February 24, 2024. Dailylook is a subscription service where members receive a monthly shipment of clothing to try on at home. During the sign-up process, subscribers are asked to fill out a range of questions that help us understand their styling preferences, preferred budgets, and sizes. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. These credits are set to expire within 30 days, so they designed to be used only on the current box and are not advertised to transfer over to future boxes as a stored balance. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered. Dailylook sends out reminder emails when a return has not yet been sent in attempts to avoid having a client charged for items they do not intend to keep. Additionally, Dailylook also provides clients the ability to extend their checkout window through their online account interface.
  
  According to business records, **************** recent order was shipped out on or about May 24, 2024. This package was delivered to **************** address on or about May 30, 2024, as indicated by ***** shipping information. After 5 calendar days had passed, Dailylook sent out several reminder emails indicating the return was overdue. Dailylook charged **************** for all items on or about July 11, 2024. This charge of $1,064.13 was made to her payment method on file, which is a PayPal account. ******************** has no ability to charge her bank account or any other method of payment directly, so we cannot speak to what charges she *** see on her bank statement that could be linked to her PayPal account. The next day, **************** contacted Dailylook to inform us she would be returning the package except for one item she kept, and inquired about a refund.
  
  On or about June 18, 2024, Dailylook attempted to refund ******************** PayPal account for the amount of $1,030.52. This was declined in our accounting system. After review, Dailylook attempted to issue this refund again on or about June 28, 2024. This attempt also was unsuccessful. On or about July 6, 2024, Dailylook responded to an email from ******************** informing her that our accounting team was able to see that the reason this refund was not going through was that she had actually opened a PayPal dispute. When a client has an ongoing dispute, PayPal conducts a full resolution and decides the outcome. **************** has been informed that if she closes out the dispute, Dailylook will be happy to try and issue the refund again, but the nature of PayPal will not allow us to issue this refund while her dispute is open and while PayPal takes their time to investigate.
  
  Dailylook has not heard back from **************** since our last email with this information. Should **************** wish to take us up on the offer, she is welcome to contact our client services team again at ****************************************** or by phone at ************** and our team will be happy to assist. Otherwise, **************** can elect to let PayPal review the situation and decide the outcome, but Dailylook cannot speak to how long that *** take.
  
  Dailylook appreciates the chance to resolve ******************** complaint and encourages her to contact us again to let us know her choice in proceeding.
  
  Sincerely,
  *******************************
  Director, ****** Services

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  As much as I looked forward to enjoying daily look it sadly has been disappointing. The first box was rather pricey for items that werent appropriate for my area (jeans and silks when its summer time in south central *****) and the second box has yet to arrive. I had it set for June 27th because I had events on the 28th, 29th and 30th I would have liked to wear an outfit too but it never showed. I sent an email on the first to make sure that I just didnt miss it but received the news that it had not even been shipped yet. Im still not even sure when/if it will ship as I have had no further correspondence. The shipping delay is understandable as these things happen and I would have been able to look past it if I had received a heads up that it was going to be late however there was no communication with me until I reached out and I still am unsure if I will receive my items. I so far have spent $87 on daily look with NOTHING to show for it

  Business response

  07/23/2024

  July 23, 2024
  BBB of *********** and **************
  ****************************************************************************
  
  RE: *****************************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated July 3, 2024, regarding the recent interaction that **************** had with Dailylook. In the complaint, **************** expresses frustration with a recent order that had not yet arrived. **************** is requesting that Dailylook process her a refund of $87.00
  
  According to Dailylook business records, **************** signed up for Dailylook membership on or about April 10, 2024. Dailylook is a subscription service where members receive a monthly shipment of clothing to try on at home. During the sign-up process, subscribers are asked to fill out a range of questions that help us understand their styling preferences, preferred budgets, and sizes. Dailylook also provides clients with the ability to pick their delivery date, which can be changed at any time before a box ships. Delivery dates are listed as estimates, which accounts for unforeseen internal delays, as well as any transit delays by the carrier. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. ******s can also use these funds on items from our sample sale, which gives clients even more to choose from if they did not enjoy items in their monthly box. These credits are set to expire within 30 days, and are not advertised to transfer over to future boxes as a stored balance. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  According to business records, **************** had scheduled her most recent order to arrive with an estimated delivery date of June 27, 2024. On or about June 30, 2024, **************** reached out to Dailylook to inquire about her arrival date, as the estimate had since passed. Dailylook informed **************** that there were delays in our warehouse that *** have impacted her shipping time. As a gesture of goodwill, Dailylook offered to provide **************** with a free month of service if she wanted to continue another month in her subscription. **************** declined this offer and instead wished to cancel her membership. Dailylooks business records indicate that her package was successfully delivered on or about July 5, 2024. **************** kept one item at checkout which cost $118.00 plus applicable tax. After taxes and her $40.00 styling credit was applied, **************** was charged $87.74 for this item.
  
  Dailylook has not heard from **************** since her last communication on or about July 1, 2024. While **************** was charged $87.74 for the item she kept, Dailylook disputes that any refund is owed for this item as it was not returned to us. Should **************** wish to return it, she would be eligible for a refund. Dailylook does recognize that Ms. ******* package did not arrive on time, and as a courtesy, we have refunded her most recent styling fee of $40.00 to apologize for our failure to meet delivery expectations. This $40.00 refund should appear back to Ms. ******* original payment method within 3-5 business days.
  
  
  Dailylook appreciates the chance to resolve Ms. ******* complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, ****** Services

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  had a $60 credit, ordered a new box was charged $40 for the box a credit is to be applied towards purchases I purchase a pair of jeans for $102 yet they only applied $45 towards them charging me $58 saying the $60 credit expired? The expiration policy is unfair as it doesn't give you time to preview items or get items to utilize it. the credit should have been applied. I feel this is a bait and switch scam this company is running. These subscriptions are riddled with fees. that are unfair to the consumer.

  Business response

  06/20/2024

  June 20, 2024
  BBB of *********** and **************
  **********************************************************************************************
  
  RE: ***********************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated June 3, 2024, regarding the recent interaction that ************ had with Dailylook. In the complaint, ************ expresses frustration with a recent order that she was charged for and a dispute about store credit balance. ************ is requesting that Dailylook process any refund that she is due for credit she believe should have been applied to her order.
  
  According to Dailylook business records, ************ signed up for Dailylook membership on or about January 20, 2024. Dailylook is a subscription service where members receive a monthly shipment of clothing to try on at home. During the sign-up process, subscribers are asked to fill out a range of questions that help us understand their styling preferences, preferred budgets, and sizes. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. These credits are set to expire within 30 days, so they designed to be used only on the current box and are not advertised to transfer over to future boxes as a stored balance. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  According to business records, Ms. ***** recent order was shipped out on or about May 28, 2024. Subsequent delivery scans indicate that this package was delivered on or about June 1, 2024. ************ completed her checkout the following day, and applied $45.00 of store credit to the order. Of this balance $40.00 was from the current styling fee she had paid, and $5.00 was an additional promotional balance. ************ was charged $58.18 for the remainder of her order total.
  
  Later that day, ************ contacted Dailylook to dispute the balance she was charged. ************ believed that she still had a total of $60.00 in additional active credits to use. Dailylook confirmed that these credits were expired and unavailable for ************, as they were leftover from prior boxes and had not been used in the 30-day eligible period. At the time of this interaction, ************ claimed that she still saw these credits and that her balance of $58.18 should be refunded.
  
  Upon receipt of this complaint, Dailylook reviewed the user interface available to ************ and found that a website error had erroneously displayed these credits in her active balance. As a result of this matter, Dailylook agrees to Ms. ***** request and has issued a refund of the disputed balance of $58.18 back to her card. ************ should see this post back to her bank statement within 3-5 business days.
  
  Dailylook appreciates the chance to resolve Ms. ***** complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, ****** Services

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My card was charged for a total of $1028.00 due to returning the box late because I was away from home for a long period of time. I did send the box back with all of the items. I then was supposedly issued a partial refund on 04/08/2024 for $514.00 and then the second refund on 04/11/2024 for $514.00. I have attached images of the emails I received. I then waited the 3-5 days and the money was still not in my account. I reach out to to a rep and again I received an email which i attached confirming the refund and that I needed to contact my bank. I did contact my bank and there was a chargeback that was started due to another fee but it had since been closed and they informed me to have Dailylook issue the refund again. I reached out to Daily look again and then it was told to me that they could no longer issue the refund to my debit card but needed to issue me a check. Then on 04/16/2024 I received an email stating the refund check failed due to missing tax documents. I'm not sure what documents they were. I called Dailylook again on 04/176/2024 and asked to speak to supervisor because now the rep is saying they put a response in for the accounts payable department and it would take 3-5 business days to see why I received that email. The rep stated there were no supervisors available at that time and I would receive a call back within the hour. I have yet to get that call back. I'm now in a situation on where I have no idea what to do and wish for some help. This company has been giving me different information at each turn yet they have received all of their items in pristine condition and can be confirmed in my account via the tracking information but yet I am now on the second week of trying to get a refund.

  Business response

  04/25/2024

  April 25, 2024
  BBB of *********** and **************
  *************************************************
  
  RE: *****************************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated April 17, 2024, regarding the recent interaction that ******************** had with Dailylook. In the complaint, ******************** expresses frustration with a recent order that she was charged for and the subsequent refund. ******************** is requesting that Dailylook process any refund that she is due and for additional communication from Dailylook leadership.
  
  According to Dailylook business records, ******************** signed up for Dailylook membership on or about March 1, 2024. Dailylook is a subscription service where members receive a monthly shipment of clothing to try on at home. During the sign-up process, subscribers are asked to fill out a range of questions that help us understand their styling preferences, preferred budgets, and sizes. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  Before returning items, clients are asked to complete a checkout process online where they indicate which items theyre keeping, and which items are being sent back. Dailylook also sends out several reminder emails to clients if certain events have not yet occurred, such as a client forgetting to complete checkout, if a return has not yet been detected yet, and a final courtesy email before a client is charged in full for a box that was never returned. If a subscriber ever wishes to change the frequency of their deliveries, Dailylook provides the option to skip the next shipment, change to a longer interval, pause membership for a set period (such as six months or a year), or fully cancel their membership at any time.
  
  According to business records, ******************** recent order was shipped out on or about March 14, 2024. Subsequent delivery scans indicate that this package was delivered on or about March 20, 2024. Dailylook receives updates when a return package has been sent back, and when an origin or drop-off scan has not yet been logged, this is what starts the series of reminder emails to be sent out to the client. Dailylook sent a final reminder to ******************** on or about April 2, 2024, that her return was still not showing as in transit, and that her card would soon be charged. This charge was processed in the amount of $1,028 on or about April 3, 2024. The next day, ******************** reached out to Dailylook to inform us that her return had just been dropped off with the *** carrier. A representative informed her that she had already been charged, but we would process a refund in full as soon as the return package was delivered back at our warehouse.
  
  On or about April 8, 2024, ******************** contacted Dailylook by phone to inquire about the status of her return and refund. Dailylook was able to see that the package was now in transit, and while it hadnt arrived back yet, we agreed to refund her for 50% of the funds as a courtesy. This refund of $514 was issued back to her original method of payment. Ms. ********* return arrived back two days later, and the remaining $514 refund was issued on or about April 11, 2024. Business records indicate that ******************** contacted Dailylook twice more while waiting for the funds to show back on her bank statement. On or about April 15, 2024, ******************** confirmed that she had previously filed a chargeback with her bank, which may have prevented the refunds from Dailylook from being received. After confirming that she would cancel the chargeback to hopefully allow the refunds to process, Dailylook informed ******************** that we would need to issue a check by mail. Dailylook can confirm that ******************** may have incorrectly received an email asking for tax information on or about April 16, 2024, before her check could be processed. This was sent in error, and Dailylook regrets and confusion that was created as a result.
  
  Upon receipt of this complaint, Dailylook reissued the check to ******************** in the amount of $1,028. A manager from Dailylooks client services team attempted to call ******************** and left a voicemail on or about April 18, 2024, letting her know the check was processed. An email was also sent to apologize for any confusion made from earlier client service interactions. Based on estimated delivery times from ***** this may take up to 15 business days to arrive to Ms. ********* address. Dailylook invites ******************** to reach back out if she does not receive the check in the mail after that time.
  
  Dailylook appreciates the chance to resolve Ms. ********* complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, ****** Services

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the email I sent to the company.I am reaching out because I was instructed by customer service to do so. Please see attached photos that I was instructed to send. I received a DailyLook shipment today. I would say mine, but it is definitely not mine. It appears to be a mans return shipment. There were 3 mens items in the box. The items included a pair of mens slacks, a mens sports coat, and a mens waistcoat. The items also appeared to have already been tried on. They were a mess in the box, and the box did not contain the DailyLook inserts or a return shipping bag. This is completely unacceptable considering the box was clearly labeled and shipped to me (please see attached photo), and I was charged a styling fee to style me. Not to mention, what a great inconvenience this is. I will now have to ship back items that were incorrectly shipped to me, and I still have not received the box I have been styled and charged for.This is only my second shipment I have received from your company, and its the second problem I have had with your company. The last box I received I was charged for the items I returned, and I had to physically call and request a refund on the returned items. I was informed there was a glitch or something of the sort with the system. I accepted that excuse because its reasonable with technology. However, after this debacle I would say it was likely more than a system failure.I would like a refund on my current styling fee, instructions on how to return these used mens items, and to cancel my subscription. This should be a relatively seamless process, and I would prefer not to deal with debacle with every shipment I receive.Thanks in advance,*******.I have since reached back out to the company via telephone, and I have been given the run around about how to return the items, so I am not charged, how to cancel my subscription, and how to receive a refund. I need this remedied before they scam me out of money. Please.

  Business response

  04/16/2024

  April 16, 2024
  BBB of *********** and **************
  **********************************************************************************************
  
  RE: *************************************
  Complaint # ********
  
  Dear *******************************
  
  Thank you for forwarding the complaint dated April 9, 2024, regarding the recent interaction that ************************** had with Dailylook. In the complaint, ************************** expresses frustration with a recent order that she received. ************************** is requesting that Dailylook refund her for a recent charge, cancel her membership, and provide instructions on how to return her latest order.
  
  According to Dailylook business records, ************************** signed up for Dailylook membership on or about January 23, 2024. Dailylook is a subscription service where members receive a monthly shipment of clothing to try on at home. During the sign-up process, subscribers are asked to fill out a range of questions that help us understand their styling preferences, preferred budgets, and sizes. A $40.00 non-refundable styling fee is charged for every box, which can be also used as credit toward any item that the client wishes to keep. Subscribers are only charged for items they wish to keep and would avoid being charged for all items unless nothing is returned within 5 calendar days after the shipment has been delivered.
  
  Before returning items, clients are asked to complete a checkout process online where they indicate which items theyre keeping, and which items are being sent back. Dailylook also sends out several reminder emails to clients if certain events have not yet occurred, such as a client forgetting to complete checkout, if a return has not yet been detected yet, and a final courtesy email before a client is charged in full for a box that was never returned. If a subscriber ever wishes to change the frequency of their deliveries, Dailylook provides the option to skip the next shipment, change to a longer interval, pause membership for a set period (such as six months or a year), or fully cancel their membership at any time.
  
  According to business records, Ms. ************ recent order was shipped out on or about April 2, 2024. ***** tracking updates do not indicate anything abnormal about transit history, such as damages or delays. On or about April 9, 2024, the package was delivered to **************************. That same day, ************************** contacted Dailylook to share that upon opening the package, the items from her box preview were not present. Instead, the items she received were mens clothing that Dailylook does not sell. A representative from Dailylook asked ************************** to provide photos of the items and packaging, and ************************** emailed those later that day. Upon receipt, Dailylook committed to investigating the matter and providing an update. Later that day, Dailylook contacted ************************** again to inform her we had refunded her recent $40 styling fee, canceled her membership, and would be contacting her once more with return instructions. On or about April 11, 2024, a representative from Dailylook called and left a voicemail for ************************** which informed her that she would not be required to return any of the items she received.
  
  Upon receipt of this complaint, Dailylook reviewed our payment records to ensure that Ms. ************ refund had been processed and that her membership had been canceled. A refund for the $40 charge should be visible on Ms. ************ card statement within 5-7 business days. Dailylook cannot speculate on how this error may have occurred, but we are reviewing all internal protocol to ensure that all shipments are accurate to what our clients are expecting to receive.
  
  Dailylook appreciates the chance to resolve Ms. ************ complaint and considers this matter closed.
  
  Sincerely,
  *******************************
  Director, ****** Services

*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. ↩