Complaints

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.

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Marine Layer's Respun Bags are a complete scam. If you return an item with a respun bag promo code used towards the purchase then the store credit that you *paid real money for* is completely forfeited. I basically paid Marine Layer $40 for the privilege of trying on two pairs of pants that didn't fit me. Because they didn't fit me it's my fault and I now have no choice but to forfeit the store credit THAT I PURCHASED.The Respun bags sound great, a way to reduce landfill and dispose of unneeded clothing responsibly. Instead they are actually a way for Marine Layer to generate profit and demolish brand loyalty. There are other complaints here that the codes are very restricted and hard to use, this is also true, however I was completely baffled to learn that my credit was no longer usable towards a future purchase.Marine Layer is aware of this and does not care, they replied to my email with a link to the respun bag policy which also is tricky. It says the promo codes won't be refunded, I understand I won't get a cash refund, but anything other than giving me access to the credit I *purchased* is an outright scam. I tried to call the phone number on their website that promises you can talk to a "real live human being" and nope, that's a lie too, it's a recording that hangs up on you.Goodbye Marine Layer, I will never purchase anything here again. Apparently my brand loyalty is worth less to them than the $40 store credit they renegged on.

  Business Response

  Date: 02/03/2025

  Hi, *******-

  Thanks for sharing your concern. It looks like we've responded to your email and taken care of replacing your Re-Spun Rewards.

  Please note we are not in the office over the weekend, so that is why you didn't receive a response to your email and were unable to reach us via phone. We would have certainly appreciated your patience in allowing us time to reply in that time rather than posting complaints elsewhere.

  Make sure to read "The Fine Print" on our website, which clearly states, the rewards are not refundable but you can use them for an exchange in the moment: ****************************************************************

  We make no profit on the Re-Spun Take Back bags, contrary to the statements made in your complaint, and the $20 fee you pay covers the cost to send, sort, and recycle the textiles being shipped our way. We appreciate your dedication to our shared cause of saving the environment from textile waste but it is ultimately your choice if you want to participate in this program or not. We provide a very generous reward of double the amount our customers have paid in ********************** goods and are proud to do so.

  If there's anything else we can help with, please don't hesitate to respond here or email us at **********************************************************.

  
  

  Customer Answer

  Date: 02/04/2025

  After my complaint Marine Layer did reinstate the promo code credit. I still feel duped from this whole experience. I have again confirmed that Marine Layer's phone line does not allow you to "Talk to a real live human being" nor does it allow you to "leave a VM if we're busy and we'll get back to you in 24 hours" as stated on their website, despite their comments otherwise above. 

  My original call was not during the weekend as they are suggesting in their reply, it was on Friday during business hours, right when I received their email reply ie customer service was active at that time. Their phone plays a recording that they're "catching up from the weekend" but can be reached via email and hangs up on you with no option for leaving a message either. This is a strange recording for a Friday, right? It's been 5 days since the weekend... To ensure my comments are accurate I just called the number again now on Tuesday morning during business hours)and what do you know, same recording that they're catching up from the weekend, you should email and then it hangs up on you. Give it a try!

  I appreciate that they credited the promo codes, however they said they wouldn't before I complained and the brand loyalty damage has already been done. 
  
  Sincerely,
  
  Kristen 

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 this order for multiple items on December 26th. All items were delivered within a few except for the "***** Lightweight Mens Vest." This item shipped separately with **** tracking **********************. This item has shipped from the NY warehouse, to **, back to ** and then back to **. I've spoken to **** and they indicated the package is lost in transit and the tracking information is erroneous. I've emailed Marine Layer customer service three times to ask for a replacement or refund. They keep telling me to "wait, this is normal" - they have refused any accommodation even though it has been nearly two weeks since my order. I would like my order cancelled and a refund credited to my account.

  Business Response

  Date: 01/10/2025

  Hi there-

  I'm sorry for the delay on your package. According to the tracking info, your package is out for delivery today!

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

  Make sure to check your mailbox if you don't see it at your front door.

  Customer Answer

  Date: 01/10/2025

  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:12/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made an order on December 12 with guaranteed 3-7 day shipping, expecting that it would get here with plenty of time before Christmas.When Christmas rolled around and I couldnt find the gift, I checked **** and saw that a shipping label was created December 13 but the package had never been shipped. Even if this information wasnt accurate, the package still clearly did not arrive within 3-7 business days as its been over 2 weeks.I reached out to support but nobody was available, and am left concerned that I will never get it since I shipped it to my in-laws and they are moving in a week. I am seeking a refund since the order never shipped and is incredibly late.

  Business Response

  Date: 12/26/2024

  Hi there!

  Sorry to hear about your order. It looks like you emailed us last night at 4:30pm and responded back to you earlier today with a refund.

  Let me know if you need anything else!

  Customer Answer

  Date: 12/26/2024

  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. Thank you for your assistance!
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:11/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 on the website using a promo code for 65% off. The site accepted the code and showed me a pre-tax total of $230 and maintained that throughout the checkout process. That was the price I agreed to pay. I was surprised, then, when the charge that hit my credit card was $533, a discount of only 25%. When I brought this to their attention, they refused to take accountability and honor the agreed price.

  Business Response

  Date: 11/27/2024

  Hi, Morgen-

  The discount is removed when you enter your email address, which is 2 steps prior to payment (please see attachment of the checkout process when the discount gets removed).
  Any codes published on non-Marine Layer sites or not given directly to you from someone at Marine Layer are not valid and unfortunately we cannot take responsibility for expired or ineligible promo codes published on random sites on the internet.

  We are considering this matter closed.

• Initial Complaint

  Date:10/31/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 with Marine Layer on 10/25/2024. I got notice that it shipped on 10/27/2024 but when I went to check the status on the **** app, all they had done was created a shipping label. I expected the order within a few days and it stayed in the same status. When I called on 10/30/2024, there customer service was not accepting call or allowing messages. I emailed and asked for the order to be cancelled and received a response from ********, that order had shipped despite contradictory information from ****. I explained that the **** has close to real time information and since my order still had not shipped, I wanted to cancel. ******** repeated the lie that it had shipped and **** had not updated their tracking data. When I explained that could not be true, ******** stopped responding. I tried calling again and their phone lines were still off.

  Business Response

  Date: 11/01/2024

  Hello!

  We process all orders the following business day after they are placed and guarantee delivery with our regular shipping within 3-7 business days once shipped. This order was placed last Friday 10/25 and was shipped out on a little ahead of schedule on Sunday 10/27.

  We let the customer know the package was indeed shipped and there were often delays in updating tracking even though the package was moving in the background. This is indeed exactly what happened as the tracking indicates the package is due for delivery today, 11/1, well within the 3-7 business day timeline: 

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

  We're considering this inquiry resolved on our end and thank the customer for their patience.

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 3 re-spun bags for a total of $60. These bags are $20 a piece and are eligible for $40 in store credit when you send in used clothing. After getting the bags already sent to me, I was met with an error saying I couldnt combine these rewards. Looking at the fine print on the page it states;Re-Spun Take Back Bag rewards are not combinable with any OTHER discounts or promotions, and rewards are not refundable.While I understand not being able to combine sale discount codes with the store credit based on this language, the key word OTHER leads me to believe that the store credit should stack especially after I paid $60 out of pocket at one time for these bags. And the label of store credit leads a consumer to believe its not a discount code its credit to be spent at the store. They are marketed as store credit but are now just essentially $40 off coupons limited to a single transaction, forcing you to spend more money. I feel as though I was scammed out of $60 under the guise of a Nobel cause and promotion while they employ a bait and switch. I would have never signed up for this scam in the first place under the current bait and switch.

  Business Response

  Date: 07/22/2024

  The guidelines posted on our website (see attached) clearly explain that the rewards are not combinable with other discounts and promotions. This has always been our policy with all discounts and promotions, including our previous Re-Spun program and the current Re-Spun Take Back Bag program. As a business we are able to establish the guidelines for this program and while I apologize for any confusion, we cannot be responsible for any misinterpretation on your part. The word "other" refers to all discounts and promotions and nowhere on our website or bag do we use the phrase "store credit". We have emailed you all 3 $40 rewards so we consider this matter closed. Participation in this program is voluntary and we started it to help save the earth from textile waste and we're hoping our customers are excited to be a part of the journey for a better planet.

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22023949
  
  I am rejecting this response because: they state the $40 is a reward and say it isnt combinable with any other promotions or discounts. They did not make reasonable efforts to clarify other to mean other of the same reward as they specifically dont use the reward language. It is intentionally deceitful and wrong.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/23/2024

  I'm sorry you misinterpreted the information on our site.

  We've sent you all the $40 Rewards as promised and this matter is closed. We will not respond to further rejections.

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 22023949
  
  I am rejecting this response because:
  
  whatever its $60, I dont care anymore not worth my time, but I misinterpreted it because you intentionally mislead so I will proceed with my BBB complaint and also file false advertising claims. I would have accepted an apology for misleading language or saying youll look into a disclaimer, but instead received self righteous responses from scam artists who dont respect their customers and my reviews and word of mouth will reflect that.
  

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

• Initial Complaint

  Date:06/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 supposed to receive multiple clothes on Tuesday for an upcoming trip but didnt receive a single item I ordered just empty paper pamphlets. Marine layer refused to send out the clothes or refund me showing a the picture that I obviously saw as well of the empty pamphlets that are in my possession. I just want a refund of my money back at this time, my trip is in a few hours today 6/20/24 and Im about to go to the mall and get clothes as I didnt receive anything I ordered. The order number is ******* I just want my $839.89 back.

  Business Response

  Date: 06/21/2024

  After conducting an internal investigation of our own, we've verified with the warehouse that the packages were shipped with all contents, and according to the picture provided by **** were delivered with the contents intact (picture attached).

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21878361
  
  I am rejecting this response because: *** declared all packages empty and verified the packing slips contained no clothes. I attached the summary of *** claim which is in my favor. Im confused why marine layer will not refund when the same *** they are using to say the items delivered confirmed that there was nothing in the packages. See all tracking number to see the conclusion of the actual shipping investigation not this internal nonsense. 

  Business Response

  Date: 06/25/2024

  We've conducted an internal investigation and the matter is considered closed on our end. We have fulfilled and delivered the order according to the pictures provided by **** We've advised the customer that if they disagree with this decision they can dispute the charge with their credit card company.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21878361
  
  I am rejecting this response because: *** completed their actual shipping investigation and confirmed there were no merchandise in the packages. All 3 shipping claims are closed in my favor but the business hasnt refunded me yet and refuse to even with all the evidence + claim. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Here is the issue. Very simple. 65% off Coupon Codes showed as valid on the company website until the company captured all of my personal data, at which point the site said coupon code doesn't work for me at this time. I emailed the company and the response was that those coupon codes weren't meant for me. They explained that they can't control what others websites show for coupon codes. I then explained that it was THEIR SITE that showed the coupons as working and valid until I input all my personal data. This is clearly no mistake, and no one is naive enough to think so.

  Business Response

  Date: 11/14/2023

  Hi there-

  We do not partner with any coupon or discount sites or browser extensions so any coupon codes posted online are not authorized to be posted by us.

  The specific discount code the customer asked about is reserved for ********************** employees only and however the customer got a hold of it was in an unauthorized manner. 

  The security measures we have in place should an unauthorized person get a hold of that discount code is using the email entered to verify their eligibility. Once the customer entered the email and our system verifies it against the authorized email list, the discount is then either allowed to continue if authorized or removed if not authorized to use it. This is done 2 steps prior to payment so the customer is well aware they are not able to use the discount prior to placing their order.

  We're not able to honor that discount, and as per the screenshot attached, we did offer the customer a 15% new customer discount, which is the only discount we currently offer.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20864275
  
  I am rejecting this response because: they outline that they can't control other sites again.  That is not the issue at all.  Their own site showed the discount as working throughout my entire shopping experience until the very last step of inputting all my personal data.  As for getting ahold of discount codes in an unauthorized manner that just isn't something I can control.  Anyone using MS **** as their browser has discount codes automatically checked.  There of course are a lot of other ways to find coupon codes but they are missing the point once again.  Marine Layer's own site led me to believe the code was working thus having me spend hours shopping and a complete waste of time based on false advertisement.  As for the offer of 15%, that is a complete empty gesture.  I already had access to that code as well prior to rising the complaint. The company should honor the 65% and equally as important, not show codes as working that are restricted during the shopping experience
  
  Sincerely,
  
  *****************

  Business Response

  Date: 11/15/2023

  We are unfortunately not able to honor a 65% discount on the sale solely due to frustration.

  We've offered the largest discount of 15% that we offer. We will not respond to further "rejections".

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20864275
  
  I am rejecting this response because: they are not doing anything about the issue.  Blaming the customer after scamming them for their data is a new low.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 emailed the company to take my address off of their mailing list for advertisements. They continue to mail someone who lived here previous to me. When emailed, they have insisted I fill out their form to stop getting mail but I dont want to give them my information since they arent even mailing me. They say it will take **** weeks to resolve as well.

  Business Response

  Date: 08/08/2023

  Hi there!

  It can take **** weeks to stop getting catalogs, but have no fear, we have placed this address on our "do not mail" list.
  If you have any questions let us know!

  Customer Answer

  Date: 08/09/2023

  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:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 dress online from Marine Layer in *************, **. I have yet to receive it. I looked into getting my money back and was told it was final sale (that statement is not on my purchase documents- only with the store). They refuse to give me my money back. This firm is disgusting. I have no idea even if the dress will fit, and will return it-if it ever arrives.

  Business Response

  Date: 07/28/2023

  Hello-

  We've been in touch with the customer several times over the past few days and offered all the solutions the customer has asked for, including a full refund (see attached for our latest response on 7/27 which the customer has responded to as unacceptable).

  All we've asked is for the customer to wait until the dress arrives (the tracking shows it should arrive today 7/28, which is within the 3-7 business day timeframe advertised in our checkout process:  *********************************************************************************) to determine *if* they even want to return it.

  Again, we've told the customer we will accept it for a full refund prior to this complaint being lodged so we are at a loss as to what else can be done to accommodate them or why this has escalated so far beyond what is necessary.