ComplaintsforEverlane

Clothing

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
05/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased a pair of Everlane Organic Wide Leg Pants and the button holes are too small for the actual buttons and it's very difficult to wear the pants. It's very challenging to button and unbutton the buttons on the waist band of the pants.The pants have been sitting in my closet new and unworn from the time that they were purchased. The first time I wore these pants was 2 weeks ago and discovered the issue. I contacted Everlane and they want to issue me a store credit for the pants. I have asked for a full refund of $98 and they refuse to issue me a refund. As part of any good customer service, ********************** should take responsibility for their defective product and I should be refunded.
Business response
05/14/2024
Hi there -- thanks for reaching out about this, and I'm so sorry to hear about your defective pants! I've followed up with you via email to help get this resolved, but if there's anything else I can help with, please don't hesitate to let me know.
Initial Complaint
04/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've ordered from Everlane a few times now - previous issues (such as too much filling in a jacket during the production process) were addressed satisfactorily even if only after lengthy exchanges. Really like Everlane clothes but there are issues with almost every order. This time, I made a purchase of $267 for three premium weight pocket tees and two polos. One of the premium weight tees is different from its listing: different name, price (the tee I received is tagged $28, when the tee I ordered is $62), and material (tagged 100% cotton without organic cotton certification, when I ordered a 100% organic cotton shirt that's supposed to be certified. The other two came with certified 100% organic cotton labels). This tee is different from both its listing linked below and the other ******** that I received, but customer service says they are the same and did not reply further when I explained the issue to them. Raising the issue here as I just hope to receive a resolution, and would never order from Everlane again. Thanks.*********************************************************************************************************
Business response
04/09/2024
Thanks for reaching out, and we're so sorry to hear about this! We've followed up with you directly via email to address this, so please feel free to reply to us directly there or submit a new inquiry at support.everlane.com.
Customer response
04/15/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
03/08/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Order was supposed to be delivered today, but appears to be lost in the mail. I'm asking for a replacement to be sent out today. If my original order comes in the meantime, I will of course return the replacement. The customer service department cannot be reached directly by phone. I got a couple of auto generated text messages telling me to wait 14 days for the item to arrive. Because it's an item of winter clothing, however, they may be out of stock by the time I wait two weeks. I don't want a refund; I just want the order I already paid for. I don't understand why they can't send me a replacement item today, with the understanding that I will return either the original or the replacement item (whichever comes second).
Business response
03/11/2024
Hi ***** -- thanks for reaching out to us, and I'm so sorry to hear that your package was lost! I looked into your conversation with our support team and it looks like we were able to reach a resolution. If there's anything else I can help with, please don't hesitate to reach out via email or by submitting a new inquiry through our Help Center.
Customer response
03/11/2024
Better Business Bureau:

Everlane was extremely gracious and speedy in handling my resolution. I hope others notice that Everlane went above and beyond in solving my issue.
Sincerely,

*********************
Initial Complaint
03/04/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've purchased $280 worth of clothes from Everlane and faced 2 main problems:1. The collar on one of my final sale polos is too thick to be worn, but customer support insists that it's normal. Refuses to acknowledge a defect and provide an exchange/refund. As you can see on the other reviews, this seems seems common..2. Wrote in to ask about shoulder measurements as I was considering sizing down for three of my Tshirts. Their website says a reply would be given definitely within a day, but it's been 4 days. The customer service agents just keep saying they would redirect my query to the relevant team for a few days now and even today, or they sent me a link to a page without the shoulder measurements. It's really a pain to keep following up, Why is it taking so long just to get some shoulder measurements?
Business response
03/05/2024
Hi **** -- thanks for reaching out and making us aware of this. I've contacted you via email to resolve this for you as soon as possible. Feel free to reach back out to me there or submit a new request at *********************************** I hope you have a great week!
Customer response
03/05/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
02/27/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Brand new zipper on boot is broken, will not unzip. Seeking an exchange as the zipper is effectvily broken and I can not put on the boot without unzipping it. The resolution according to Everlane is for *me* to put vaseline on a brand new zipper on a brand new boot that I paid $275.00 for. I should have operational zippers upon purchase. I am very disappointed and find this highly irregular, if a product is defective (which this is, I should be able to unzip this brand new boot without wrestling with it or ruining it with wax or vaseline) it should not be the customers responsibility to fix it. Everlane should *happily* exchange these boots with apologies and immediately. This is so preposterous. they are asking me to damage the product as I repair it myself. These are $275.00 boots. As I write this I am just appalled.I will file with BBB immediately. Very disappointed and frankly, shocked. This is the first and the last time I will do business with this company.
Business response
02/27/2024
Hi ***** -- thanks for reaching out, and I'm so sorry to hear this! I've just followed up with you personally via email to help get this resolved for you. If there's anything else I can help with, feel free to reach out at ********************************** or reply back to me.
Initial Complaint
01/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Everlane has refused to provide a refund for sending me a defective item. I provided photos of the garment indicating the exact area of defect. However, a representative has sent countless emails denying the obvious. It is Everlanes responsibility to insure that their merchandise is without flaws prior to shipping. Unfortunately the item was not as described on the website. It has been a constant battle with Everlane to provide a refund.
Business response
01/19/2024
Hi there -- thanks for bringing this to our attention, and I'm so sorry to hear this! I've reached out to you via email to resolve this for you. If there's anything else I can help with, please do let me know.
Initial Complaint
12/29/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered an EVERLANE pair of jeans which are too big. I know I need to return them but on my everlane account, there is no order number at all, checked all my messages. Never ever received a confirmation mail to start with . So right now cannot send back my pair of jeans (which will cost already 10 euro in DHL). My only proof of payment is a paypal receipt. I wrote to you a week ago on your website, ********* instagram, no answer.. What do I do ? cannot send them back without an order number and within the parcel I only find the pair of jeans!!! it is a pair of indigo way rise jeans size 31 that i should have ordered a size down. First time (and last time) ordering with you ! Can I get some help please??? best regards, ******* from ******
Business response
12/29/2023
Hi ******* -- thanks for reaching out, and we're so sorry about this! I looked into this for you and it looks like our team has already resolved the issue via live chat & email. If there's anything else we can help with, don't hesitate to reach out.
Initial Complaint
12/05/2023
Complaint Type:
Delivery Issues
Status:
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.
Clothes shrink After one wash! Order #r718332762/r510316465 The Ultrafine Merino Ribbed Shell Tank&cardigan/The Felted Merino Cardigan/The Ultrafine Merino Ribbed Polo I been purchasing many clothes in Everlane and all having a good quality. But from the above order the 4 item are ONE TIME cloth. They shrinked to xs after one wash and I can not ************* . I washed them with cold water and didnt use dryernot sure about the quality of these products.
Business response
12/05/2023
Hi there -- thanks for reaching out, and I'm so sorry to hear about this! I've reached out to you via email to look into this for you and work towards a resolution. If there's anything else I can help with in the meantime, feel free to reply to my email or reach out to us at **********************************.
Customer response
12/06/2023

Complaint: 20960314

I am rejecting this response because: one of the item is not refunded

Sincerely,

*************
Business response
12/06/2023
Hi *** -- thanks for getting back to us. You can follow up with us via email to discuss additional details, but we've provided your refund confirmations and explanations in our last email. Please do let us know if there's anything else we can help with!
Customer response
12/06/2023

Complaint: 20960314

I am rejecting this response because:
The refund is not correct. They said I already returned one of the items, but I didnt return I only did an exchange. I have already send the screenshot with the order details and exchange details to them. Please correct it.
Sincerely,

*************
Initial Complaint
11/23/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered on August 8, 2023, 3 t-shirts in the amount of $115 **. As of November 23, 2023, I have yet to receive my items. Many emails were sent through dvftrack to find out why I was not receiving my items, but they indicated they could not provide a delivery date. After 4 months of waiting, I asked for a full refund but was offered only 35% refund. I would like to know what's happening and get a full refund. Everlane is an ******** Company and I am in ******, so I don't understand this delay. Thank you.*******************************
Business response
11/24/2023
Thanks for reaching out and I'm so sorry to hear this! I've started a conversation with you via email to look into these details and help resolve this for you. Feel free to reply back to my email or contact us at *********************************** Additionally, please let me know if I can help out with anything else.
Customer response
11/24/2023
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
07/06/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order from Everlane website on July 1st with order #r843446017, and I got the package on July 6th. This is my first time shopping at Everlane, and their pictures and descriptions of sizing are just as normal as other online shopping websites. But when I received the clothes, I found that the sizing of ********* is significantly different from any other brand. The clothes are way too big for me and there is no other way for me to put them on. I contacted their sales representative, and they told me that the clothes cannot be returned or exchanged due to final sale policy. And Im writing to see if there are any alternatives to solve this problem.
Business response
07/07/2023
Hi there,
Thank you for reaching out and we're sorry to hear that your final sale items didn't meet your expectations! I'm ******, a manager on the Everlane Customer Experience team, and I'm happy to help out with this. I've gone ahead and emailed you at the email connected to your order to help you start a return for your items.
If there's anything else I can help with in the meantime, please don't hesitate to reach out!
Customer response
07/07/2023
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,

***********************

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

Customer response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary