Complaints
This profile includes complaints for Carbon2Cobalt's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/24/2025
Type: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.
Too many emails. The website isn't operating correctly. Rather than a complete unsubscribe, when the number of emails is requested, it "re-sets" to "receive all emails" instead of the amount you request.
Business Response
Date: 02/24/2025
We apologize for the long hold time on the phone as Monday's are extremely busy being a bit short staffed. We've hired more representatives to add to our team to help solve this issues. I have forwarded your inquiry to our system administrator so they may add you to our unsubscribe list.Initial Complaint
Date:06/18/2024
Type: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.
Purchased shirt on 6/5, received it, tried it on and determined it was WAY too large. Ordered a second shirt in a smaller size and returned the original shirt. Just got a response that they could not refund my money because item has either been worn or washed and had pet hair on it. None of the three occurred. The shirt had to be tried on, and we have no pets. I demand a refund from the company.Business Response
Date: 06/18/2024
Customer returned item with black pet hair all over white shirt; company return policy states: Carbon2Cobalt gladly accepts returns of unworn, unwashed, unaltered, undamaged or defective merchandise purchased at carbon2cobalt.com or by phone for a full refund or exchange within 90 days of the original purchase. Note: We cannot accept items returned to us with pet hair, regardless of the item’s condition.
Customer has been emailed photos of the shirt received inside the packaging with black pet hair, and production is not shipped out to our customers this way.
Initial Complaint
Date:04/25/2024
Type: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 have tried to stop marketing emails from this company for almost a year. When you try to change your email preferences on your account the only option is “Yes, send me your newsletter.” There is no option to cancel the emails. I have called and have been told they would remove **********@icloud.com from their list and it never happens.Business Response
Date: 04/25/2024
I have escalated this inquiry to the head of marketing to remove this customer completely from all carbon2cobalt emails.Customer Answer
Date: 04/27/2024
Complaint: 21622867
I am rejecting this response because:
Regards,
J*** * ********
Initial Complaint
Date:01/25/2024
Type: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 from this company but my items never arrived. They are really putting me through a lot of hoops to jump. I paid for an order that I did not get...altho they said it was delivered by the USPS. I have had numerous phone calls never being able to talk to the top. They asked me to go to the Post office ...I did, no record of package. Now they asked me to file a police incident report....I did. I supplied them with the incident number and the officers number. Now they want the actual report and Im on my way out of the country. I supplied the officers phone number, but now they are not able to make a phone call.... You have a California company and can not even make a phone call? They said they were going to launch an investigation but that seem's to be just me doing the footwork. Who owns this company? They will be getting a letter from me!Business Response
Date: 01/25/2024
We have issued a refund for this customer today as a customer courtesy and asked her to send the copy of the police report when she has time. We have been in touch with this customer as well and let her know the outcome which she should be satisfied.Initial Complaint
Date:12/11/2023
Type: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.
They put a hold on my checking account for the full amount of my purchase but then charged me again separately for each part of my order when it shipped. Essentially, I am being charged double the amount of my order.Business Response
Date: 12/11/2023
When an order is placed, the credit card is authorized and then charged when the items ship. We do not charge credit cards twice since one is 'pending' or an authorization; however, sometimes, when a debit card is used, certain banks will withdraw the money for an authorization. That is the discretion of the banking institution that the customer uses, not a carbon2cobalt charge.Initial Complaint
Date:11/21/2023
Type: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 continuously tried to have the company seize any communication (Email) with me. I have repeatedly unsubscribed, emailed their serivce@ email address, and submitted the request to have all of my personal information deleted. I Received confirmation of this action, yet I continue to get email marketing messages. I never signed up for any communication from this organization. I want them to stop emailing me three times a day!Business Response
Date: 11/21/2023
This request has been forwarded to our marketing team to remove this customer from our emails.Customer Answer
Date: 11/22/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20899897, and find that this resolution is satisfactory to me.
Regards,
A***** ********
Initial Complaint
Date:04/18/2023
Type: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.
On 3-29-2023 I placed an order for multiple clothing items that total 601.80. I was billed multiple times for back orders and today 4-17-2023 I was billed once again for full amount of 601.80. In total the company removed $1054.60 in total payments from my checking account. I have no access to my money because they bill full amount for partial charges. Called complained and their representative told me that “this happens”Business Response
Date: 04/18/2023
We apologize for any inconvenience as the full amount of the order was authorized in order to ship the back ordered item. We are currently working on a fix for this mistake as our system should only be authorizing the credit card for the amount of the back ordered item only. Please be aware this is only an authorization and not a charge. Only the $89 was charged to the credit card for the back ordered item.Initial Complaint
Date:02/20/2023
Type: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 returned order #SO******2 several weeks ago. The company received my return on January 30th. I've asked repeatedly for them to process the return but so nothing. I incurred late charges as well as interest charges because of the delay on their part to process the return timely. Interest charge: 14.56 & late payment fee of 29.00. I was on vacation and had the refund been issued timely i would have not had these chargesBusiness Response
Date: 02/21/2023
We are near the end of our peak return/exchange season which can take up to 3+ weeks to receive and process returns from the holiday season. We received this customer's return on 1/30, and the returns department was processing returns from 1/30 and 1/31 today, and this refund was processed today. We did subtract the return label fee, but we will refund this fee within the next few days as a customer courtesy for any delay in returns processing.Customer Answer
Date: 02/22/2023
I am rejecting this response because: the company’s response does not reimbursement me for the added charges I incurred. It’s ridiculous a refund to a credit card would take over 15 business days. The company should make consumers aware they are not adequately staff to process returns.
Regards,
C***** *****
Business Response
Date: 02/22/2023
Retail companies cannot be responsible for billing cycles of customers credit cards.Initial Complaint
Date:02/13/2023
Type: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 been a good and long term customer of this store. A couple of items purchased in December did not fit right, so I returned them and requested electronic gift certificates in exchange, which is what their customer service rep told me to do on the phone. BTW, it took 2 calls with wait times of over 45 minutes to get through. They acknowledged they received my return. It is now 3+ weeks later and I STILL do not have my refund. I want my money back NOW so that I can buy these items elsewhere.Business Response
Date: 02/13/2023
I have emailed this customer for more details since I cannot locate the order/return he made.Customer Answer
Date: 02/14/2023
I am rejecting this response because: I responded to their email and provided the details they requested, but it makes no sense that the would have had trouble finding my order since they acknowledged receiving the returns twice in prior emails and three times in phone calls I have made.
Regards,
S**** ********
Business Response
Date: 02/14/2023
This customer provided us with his return tracking number and no other details. We cannot look up return tracking in our system; however, if he can assist us with any more information on his return, as we asked him, that would be helpful. Then, we would be able to expedite his return/exchange. We received his return on 1/25, and our returns department is processing returns from 1/25 just tomorrow. I emailed the customer again.Customer Answer
Date: 02/20/2023
I have reviewed the response made by the business in reference to complaint ID 19389216, and find that this resolution is satisfactory to me. Carbon2Cobalt contacted me and they were EXTREMELY responsive. The processed by return that day and expedited shipping on the replacement items. I am quite satisfied with the reolution.
Regards,
S**** ********
Initial Complaint
Date:02/01/2023
Type: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.
Purchased a jacket for Christmas from Carbon to Cobalt. My wife did not care for the jacket so we returned it in January, receipt received from USPS that item was accepted from Carbon to Cobalt. We have received nothing from Vendor. No acknowledgement of return, no refund and they do not pick up their customer service line.Business Response
Date: 02/01/2023
We are experiencing peak return/exchange season this month so we have a bit of a hold time for customer service although hold times are not that long this week. We received this return on 1/20, and the returns department is processing returns from 1/9 & 1/10 today. We noted not to charge this customer for the use of their return label for being patient on this refund.Customer Answer
Date: 02/08/2023
I am rejecting this response because:As of today, February 13th, I still have not received acknowledgment of return of item or of return of full credit to my account. This is a very fraudulent company with many registered problems. They should be reported to Attorney General.
Regards,
J*** *********
Business Response
Date: 02/09/2023
The warehouse is working on returns received 1/17 and 1/18 today, and we received your return on 1/20 so it should be processed shortly.Customer Answer
Date: 02/13/2023
I am rejecting this response because:As of today, February 13th, I still have not received acknowledgment of return of item or of return of full credit to my account. This is a very fraudulent company with many registered problems. They should be reported to Attorney General.
Regards,
J*** *********
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