We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Clothing

Everlane

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 27 total complaints in the last 3 years.
  • 9 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2024

    Type:Product 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'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

    Date: 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 Answer

    Date: 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

    Date:02/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:01/18/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    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

    Date: 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

    Date:12/29/2023

    Type:Delivery Issues
    Status:
    Answered
    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 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

    Date: 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

    Date:12/05/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    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

    Date: 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 Answer

    Date: 12/06/2023

     
    Complaint: 20960314

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

    Sincerely,

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

    Business Response

    Date: 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 Answer

    Date: 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

    Date:11/23/2023

    Type:Delivery 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 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

    Date: 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 Answer

    Date: 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

    Date:07/06/2023

    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 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

    Date: 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 Answer

    Date: 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,

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

  • Initial Complaint

    Date:07/06/2023

    Type:Product Issues
    Status:
    Answered
    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 April 2023, I made a $450 purchase at Everlane.com. This was my first time purchasing from the store. I currently live in ****** and I decided to make my purchase from ****** in April during their swim sale. The items were shipped to ****** because we were planning on visiting ****** in June for our vacation. A couple weeks ago (while I was in ******), I tried the jeans that I purchased and realized they are too small. I contacted/emailed customer service to see if they would exchange them for a different size. They were not willing to make the exchange and said I had passed the return date. I am happy to repurchase a new pair with a store credit and more importantly, I just dont want to keep a pair of pants that didnt fit me. I would literally have to throw them in the trash. My order number is r111836525. I just want to exchange my size 23 for a 24 and not have to waste money and throw perfectly good and completely unworn $200 jeans in the landfill. Im really disappointed that the return and exchange policy is so strict and the time frame is so short, especially for international orders. Many other retailers have a 90 day window or more and I was hoping a reputable company like Everlane would be the same. Its my first time purchasing from their store and itll unfortunately be my last. Im so sad to say this.

    Business Response

    Date: 07/06/2023

    Hi *******,

    Thank you for reaching out and I'm so sorry to hear that the pair of jeans wasn't the right fit this time around!

    I'm a manager on the Customer Experience team here at ********************** and I'm happy to help out with an exchange. I'm going to follow up with you via email, but if there's anything else I can help with, please don't hesitate to reach out. 

  • Initial Complaint

    Date:06/30/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 unfortunately made a mistake and switched prepaid labels for two packages. The one retailer contacted me in a week letting me know the situation and then proceeded to send the return back to the correct retailer once I sent over the information. It was seamless. Then there is Everlane's response. First, it took literally two months for the package to get from my house to the warehouse. I have corresponded back and forth with numerous customer service people and getting them to locate the package has been impossible. I am now on month three of still not knowing where this package is. I am passed from customer service rep to customer service rep and told the same response every time. I have asked to speak on the phone with a manager and the response is always that they don't offer phone support. At this point by the time I get the items back the other company will no longer accept them because it will be four to five months (hopefully) and the products are no longer seasonably appropriate meaning I am out $600. This has been the most frustrating situation and it is unfathomable that it could be this hard to find a package within a warehouse.

    Business Response

    Date: 07/06/2023

    Hi ****,

    Thank you for reaching out and we're so sorry to hear this!

    It looks like our managers are currently in communication with you regarding this matter via email. We'll continue reaching out to you there for now, but if there's anything else you would like to discuss, please feel free to reach back out to them via email or submit a new request. 

  • Initial Complaint

    Date:03/21/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 was my first time buying from everlane. I bought 3 items on sale. Unfortunately did not realize they were all final sale. I wanted to return the item and ask customer service for one time courtesy as I was a first time shopper. **************** told me nothing could be done. Was hoping to be a regular shopper at everlane but very disappointed in their customer service. Order number : ********** :(

    Business Response

    Date: 03/22/2023

    Hi there -- thank you so much for reaching out to us and we're so sorry to hear the items didn't fit as expected! We'd absolutely be happy to offer a one-time exception here. I've gone ahead and reached out to you via email to help get your return started, but please let us know if we can help with anything else. 

Everlane is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited 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. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.