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Business Profile

Online Shopping

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)

    For additional support options, please visit Help.

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 10 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.

    Please enter a valid location.

    • 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

      122 Meyran Ave Pittsburgh, PA 15213-3309

    • Stitch Fix

      1631 Opus Dr Plainfield, IN 46168-5692

    • Stitch Fix

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

    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:07/26/2024

      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 have updated my name and address twice in June of 2024 and Stitch Fix continued to mail my delivery to my old address on 6/18/24 and 7/5/24. I have sent packages back with the clothes I didn't want to keep in the short time period they requested and still got charged the full amount of $222.51 on 6/9/24. I paused my subscription since I couldn't find a way to cancel. I received an email stating they had sent out another delivery to me which I never received and I still got charged the full amount of $166.90 on 7/26/24.

    • Initial Complaint

      Date:07/19/2024

      Type:Sales and Advertising 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 purchased a $200 e-gift card for my daughter-in-law and I received a confirmation email from Stitch Fix that it had been delivered. It was supposed to be delivered via email on the 17th of July. To date, July 19th, 2024, she has not received it. I contacted Stitch Fix via "chat" with John and he reassured me on July 18th that he resent the e-gift card and that it should arrived in a "couple of hours". It has not arrived.

    • Initial Complaint

      Date:06/11/2024

      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.
      I visited the website and have ordered from them once in the past (more than two years ago). Supposedly I added items to my cart (I don't think I did but I'll give them the benefit of the doubt). But I never completed the transaction so they took it upon themselves to complete it and charge 252 withoutmy consent. Because I didn't order anything from them and they did it for me, the items went to my old address which my husband picked up. Attached are the emails asking me to complete the transaction and the screen shot of customer service admitting they completed it for me without my consent

    • Initial Complaint

      Date:06/06/2024

      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.
      My wife (Jacque L****) has been a subscriber to Stitch Fix, receiving clothes monthly. But she has now become an invalid, going out of the house almost solely for doctor's appointments. Because of her condition, she cannot wear half the clothes sent her and has no need of the rest. She has enough clothes for the rest of her life. I think it was December's shipment that I first sent back, when my wife had just fallen and had a compound fracture of her ankle and was in the hospital. I clearly marked it CANCEL in several places on the outside of the box. Another box was sent the next month and I did the same. I will now have sent back about 7 packages with cancel on the outside and a letter of explanation on the inside. The boxes keep coming and so far, in what I've checked, I see no reimbursement for the shipments.

    • Initial Complaint

      Date:05/23/2024

      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.
      I order two items from Stitch Fix and was told through their tracking system that they would be delivered on the 6th. After it was 5 days late, I contacted Stitch Fix about getting it delivered soon or getting a refund. Someone named Javier went ahead and issued me a refund and said I could repurchase the items if I’d like. We assumed they were lost and I thought they weren’t coming. Ten days after the supposed delivery date, they finally arrive. About a week later, someone named Jenn from Stitch Fix reached out to me and noted that they see they were delivered and wanted to confirm so they could move forward with charging my card if that was the case. I responded that they arrived but I intended to keep them because they were very late and I had already been issued a refund, as I, a customer, have a right to. They responded that they just went ahead and charged my card (didn’t offer for me return them and then get a refund). I was never told that a refund could be revoked and am entitled, as a customer, to a refund if a package is late. I was very upset to see they charged my card without permission from me.

    • Initial Complaint

      Date:05/23/2024

      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 signed up for a new box with stitch fix and sent in my details on what I liked. What was suggested was anything of that. I requested a new stylist and they did that. However the 2 times around I could not let my stylish know it I liked their picks. They just sent the box. Again nothing was horned. I requested a full refund with 0 luck on a response. They do not honor their guarantee. Their customer service is a joke   MY email to them: I want a full refund/credit because you didn’t honor your pledge. It’s 100% satisfaction guarantee and that is far from what I received! I requested a new stylist because the one was not honoring my request on ¾ sleeves. Then the new one doesn't either nor am I allowed to tell the new one yes or not on their picks it just gets sent out. Please refund me the $20 fee as y ou have failed to stand behind your policies.

    • Initial Complaint

      Date:05/22/2024

      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.
      Never received shipment was told by post office it was delivered but I not and then was told one was on hold but they could not find it and the company charged my card for close to 200.00 there is a problem state wide with people receiving mail but some how this is my fault I did not receive it per the company

    • Initial Complaint

      Date:05/14/2024

      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.
      I have contacted Stitch Fix MULTIPLE times to cancel my account. The last time I contacted Stitch Fix I was told that the person who was working my account was unavailable, apologized and refunded me $20 for the Styling fee in February. I was charged once again in May for the styling fee although I have contacted them multiple times to cancel my account. I am tired of contacting Stitch Fix to cancel my account and this is why I am filing a BBB complaint. I cannot be the only one this is happening to.

    • Initial Complaint

      Date:04/27/2024

      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.
      On 4/15/2024 I signed in to Stitch Fix and took their quiz regarding clothes and styles. I then signed up for an initian shipment in May. On the 16th I purused theri clothing, making the decision that this company is not for a 70 year old woman my age. Since then I've tried to call the # for customer service, *************), the site for information and at least 6 emails which are never really answered. This is all a SCAM which I hope no one else falls in to their trap. It's not possible to reach a human being with this company. I paid $20 to ihave a person suggest styles for me, then a bos will be mailed and I'll be charged for the contents.

    • Initial Complaint

      Date:04/19/2024

      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.
      I bought a dress from Stitch Fix on 4/6/24 for $58. Less than two weeks later, the same dress in my size was advertised as half-off on the website. When I requested a price adjustment, Stitch Fix declined because it was more than 7 days since I bought the dress. After emailing back and forth, the company representative told me I could purchase the dress again, this time at half off, and return the original dress I paid full price for. A true waste of everyone's time and money, not to mention the environmental impact, rather than just honoring the price adjustment.

    Stitch Fix is NOT a BBB Accredited Business.

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