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Business Profile

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Stitch Fix

Headquarters

This business is NOT BBB Accredited.

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Important information

  • Customer Complaint:
    Stitch Fix came to BBB’s attention in October 2013. A review of complaints was done in September 2024. Complaints on file state concerns with cancellation and subscription issues.

    BBB recommends users to review their Terms of Use (Please see styling fee and payment)

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Complaints

This profile includes complaints for Stitch Fix's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Stitch Fix has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Stitch Fix

      1 Montgomery St Ste 1100 San Francisco, CA 94104-4583

    • Stitch Fix Inc

      816 Congress Ave Ste 900 Austin, TX 78701-2684

    • Stitch Fix

      731 Market St STE 500 San Francisco, CA 94103-2011

    • Stitch Fix

      122 Meyran Ave Pittsburgh, PA 15213-3309

    • Stitch Fix

      1631 Opus Dr Plainfield, IN 46168-5692

    Customer Complaints Summary

    • 115 total complaints in the last 3 years.
    • 51 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:01/16/2025

      Type:Service or Repair 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.
      Stitch Fix advertises delivery of clothes, and **** pick up of bag containing the clothes you do not wish to keep. I ordered stitch fix for myself and 3 children. I noticed that the bags were not being collected by the postal service and informed Stitch Fix numerous times. In fact, they refunded me immediately on more than one occasion that they charged for the entire shipment when in reality the bags had not been picked up and I had to bring them to the post office which is a nearly impossible feat for me being a full time working mother with multiple children with multiple schools and activities - another fact I explained in detail to Stitch Fix. On the 13th Stitch Fix charged me nearly $600 for the children's orders when I had already checked out and mailed back the clothes - but once again had to go to the post office after the holidays because the bags were not picked up. Stitch Fix is now telling me - despite having refunded me immediately numerous times before - that they will have to wait until the bags are received (even though they know they are in transit and provided tracking numbers for them) and I wont receive a refund for 14 days or more. This is completely unacceptable - I have important need for those funds now - Stitch Fix has refused to budge despite speaking with numerous representatives and supervisors.

    • Initial Complaint

      Date:01/11/2025

      Type:Order 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.
      The cancelation process is impossible. Despite multiple emails and attempts to cancel, they continue to send clothes. The website is not helpful and they do not respond to inquiries.

    • Initial Complaint

      Date:12/21/2024

      Type:Product 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.
      Stitch fix claimed they sent over 200$ worth of clothing to me. This was NOT RECIEVED AND THIS IS THE SECOND TIME THEY HAVE DONE THIS TO ME!!!!!! THEY HAVE ZERO PROOF OF THIS DELIVERY-no pictures nothing!!!!!! They charged a bank account that was not even affiliated with me or my name for items I never received. I want a refund now!! I work too hard for my money to be charged for items never received!!!!!

    • Initial Complaint

      Date:12/18/2024

      Type:Delivery 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.
      I don't even know where to begin. I tried to give Stitch Fix my business and bought almost everything in their winter collection, placing several orders over a month. However, I soon noticed a troubling issue: shipping labels were being created, but when I clicked the tracking link in my account, it redirected me to the shipping carrier's site where it stated "label created," but the carrier never received the package. This is when things started to go downhill. Firstly, there is no direct customer service phone number to call. Instead, I had to email customer service – which I did for a week without receiving a single response. Then, I noticed that the shipping dates for my orders were suddenly pushed a month ahead despite tracking numbers and labels already being created. To make matters worse, the tracking links were disabled, and numerous follow-up emails went unanswered. I was finally able to reach someone via chat support. Still, the responses were unhelpful, with the representative assuring me that everything would be taken care of or telling me my package had been shipped when, in fact, the carrier’s website showed that the package had never been handed to the shipping carrier. At this point, I had enough. I contacted my bank and disputed all transactions. In response, Stitch Fix revoked my account access, leaving me no way to contact anyone or track my orders. This is nothing short of theft. I’m contacting the Attorney General, the ********** ** ********, and ******** *************** (as Stitch Fix, Inc. was initially incorporated as "**** ***** ***.") to file complaints. This behavior is entirely unacceptable. They can’t just take consumers' money and leave them in the dark like this. This is a disgrace and a blatant disregard for consumer rights and laws. I know my rights, and I am prepared to take legal action if necessary.

    • Initial Complaint

      Date:12/18/2024

      Type:Product 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.
      I have tried to cancel my services with stitch fix on many different occasions. I even sent them an email to customer service and they refunded a styling fee that they charged me. Then today I noticed that they're trying to bill me for $167. I have told them many times to stop their services and quit sending me packages and this continues. At this point in time I would like $167 refunded and then to not send me any more packages.

    • Initial Complaint

      Date:12/09/2024

      Type:Billing 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.
      I had successfully canceled my subscription with Stitch Fix, only to later discover that the company somehow accessed another email address of mine to keep my account active. Both of my email addresses are linked to the same credit card, which allowed them to continue charging me without my consent. Despite multiple attempts to cancel, I was even charged a $20 fee at one point, as if I had ordered a new shipmentdespite no such request on my part.When attempting to cancel through their desktop site, there was no clear option available. After extensive research, I found the cancellation option was only accessible through their phone app, which is not made clear to customers. From my experience, it appears that once you attempt to cancel via desktop, the company removes the cancellation feature, continuing to send items and charge your account.This is an unacceptable practice that appears deliberately designed to make it difficult for customers to cancel their subscriptions. I strongly discourage anyone from using this service.The complaints from other customers on platforms like the ********************************************* clearly indicate a pattern. Stitch Fix seems to be engaging in practices that warrant immediate investigation. The lack of a clear and accessible "Cancel Subscription" option raises serious concerns about transparency and ethical business practices. The authorities must step in, as these actions border on predatory behavior and feel like outright theft.

    • Initial Complaint

      Date:12/08/2024

      Type:Service or Repair 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 October Stitch fix sent me a package after I tried to cancel my subscription with them, so they sent a package out to me and charged me $234.68 for the package I contacted stitch fix and they told me return the package to them and they would refund me they sent me a label and I returned the package. Its been over a month and I have tired to contact them and they keep giving me the run around and now I dont even get a email back I reached out out to my bank and sent them proof of returning the package and the conversation of them telling me they would refund me and my bank cant do anything either

    • Initial Complaint

      Date:12/06/2024

      Type:Delivery 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.
      I placed my order on November 5, 2024 for a trip I was taking on November 16, ******* order did not come in until after I left for my trip so I needed to return most of what I ordered as I did not need those item any longer.I submitted my return on November 21, 2024 and brought my packages to the post office on November 22, 2024. I was refunded for one package on November 29, 2024 and the second package on December 3, 2024. My **** for the third package of returns was received by the Merchant on November 30, 2024. I reached out to the Merchant on 12/4/2024 and they confirmed that the package was received and I will receive my refund. As of 12/6/2024 I still have not been refunded.

    • Initial Complaint

      Date:12/05/2024

      Type:Product 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.
      I was just in the middle of a live chat finally with somebody from the stupid company and she's telling me that she can't find any charges to my account so I sent her a screenshot from my bank showing the two charges that they charged me this morning when they were supposed to be a zero charge and then she tells me that she needs my credit card information again and then comes back and says that she's got to file it with her special investigation team no this is unacceptable they stole $40 from me this morning and I am not even playing when I say that first thing in the morning I'm calling an attorney and I'm going to sue these people and somebody from that company is going to go to prison for theft because apparently it's not only me that they're stealing money from look at your other complaints on here about that company this is absolutely unacceptable and I don't understand how they're still in business other than the fact that they keep f****** stealing from people I'm attaching several screenshots again these are all of the conversation that I just had with what they claim to be their customer service representative oh and by the way there are ***** or 1844 number that they have you call that number and it tells you to go to the website and either email them or click on live chat and then the f****** thing hangs up on you and when I ask the woman I was speaking to in the chat window just now for a number to speak to a person she says that all they have is a number where I can leave a voicemail on somebody might call me back in a couple of days f*** that

    • Initial Complaint

      Date:12/05/2024

      Type:Billing 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.
      I went online this morning and did their little thing that they do to set up your first fix which is a first shipment of clothing based on your choices I was told on the website and through several different emails that were confirming the order at the end of this that it was a $0 charge at The Styling fee had been waived and that I would be charged no money today I would not be charged until or unless I kept something from this first fix that was going to be sent and supposed to arrive by the 11th of December then I find out that they not only charged me the $20 styling fee anyway but they did it twice I have sent them at least seven emails today because I can't even sign back into the account that I did this from because every time I try it says that it's inactive yet they have sent me confirmation emails of the order that was supposed to be a $0 charge for they have sent me other marketing emails all day to the same email that they're now saying is inactive I had to go around and around create another account and now the person I'm talking to there is telling me that they're going to investigate it because she doesn't see any charges I've sent you a snapshot of my account my bank account showing that they charge to me twice they have stolen my money and now they're refusing to give it back now she's telling me that I have to call and leave a voicemail and somebody will get back to me next week sometime unacceptable I'm calling an attorney I'm calling the police I'll call the *** I'll tell everybody that I know from one end of social media to the other until I close the doors on this company and their people are in prison

    Stitch Fix is NOT a BBB Accredited Business.

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