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:12/20/2024

  Type:Service or Repair 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.

  The order was placed 12/6/24 online. I received the sweater 12/19/24 and contacted 12thTribe 12/19/24 with my complaint. They refuse to refund my money and will only issue store credit if I pay $10 to return the sweater. Im happy to return it for a full refund to original payment method if they pay shipping. It was very CLEARLY marketed as an oversized but it is very CLEARLY NOT oversized. Ive attached photos of it laying next to a normal size/length top. Look how much shorter the body is! And the sleeves! Look how short the sleeves are! This is NOT what I purchased.

  Business Response

  Date: 12/20/2024

  Thank you for bringing this to our attention and sharing your concerns. Im truly sorry to hear that the sweater didnt meet your expectations, and I understand how frustrating that must be.
  
  Ive sent you an email so we can assist you further and work towards a resolution that feels right for you. Please feel free to reply at your convenience, and Ill make sure to take care of this promptly.
  
  Thank you for giving us the chance to make things right!

• Initial Complaint

  Date:05/30/2024

  Type:Delivery 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 this company may 16th. On their website there were dates the dress would have delivered by and at the time this dress said 23rd! So I was thrilled and ordered it. After ***** days of no communication or shipping updates we gave them extra time, the package says it hasnt even been scanned by **** (Still). We complain, they disregard their promises and guarantees, we even paid a shipping guarantee to get your items protected in time and again we ordered WAY in advance. The company said theyd ship us a replacement after saying sorry and offering a $20 credit?? And said they didnt know where the first dress was. Now again a week goes by they order a replacement and the replacement was said to be here today now this dress finally as of this morning updated to say that it would be here Monday, after the event, unlike the promise date of a week ago, and the other date of today. This company has to stop guarenteeing the item will be to the customer by a certain date, and at this point since that was the promise made to me, I want my dress by Saturday the 1st in time for this event, as I shouldnt have to go buy another dress. I was promised one in so much advance for this event

  Business Response

  Date: 05/31/2024

  Hello ******,
  
  This is *** from 12th Tribe. Thank you for bringing this matter to our attention, and I sincerely apologize for the issue with your previous order. Upon reviewing your order, it seems the initial shipment got lost, and the reshipment was delayed due to the Memorial Day holiday. We made sure it shipped out ASAP, but unfortunately, courier delays are beyond our control.
  
  Rest assured, weve taken care of the issue. Weve reshipped your order with overnight shipping, and it should arrive very soon! If you need further assistance, please feel free to reach out to me directly at ********************************* Ill be more than happy to help.

  
  Thank you for your understanding.
  
  Best regards,
  ***
  12th Tribe

• Initial Complaint

  Date:02/29/2024

  Type:Delivery 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 a piece of clothing from 12th Tribe on 2/3/24. I have received no updates or any notifications since that date. The website it sends me to for shipping information looks like a fraud website. I have tried to call and I get no answers. I need to know where my item is. Gosh, it todays world, this shipping process is ridiculous and honestly makes me feel like I am being scammed

  Business Response

  Date: 03/01/2024

  Hello *********,
  
  This is *** from 12th Tribe. Thank you for sharing your feedback; we genuinely value our customers' opinions. I understand your frustration, please know that we take it seriously and we're here to help. We are committed to ensuring your shopping experience with us is seamless, and I'd love the opportunity to assist you promptly. Please reach out to me directly at ********************************* and I'll be more than happy to continue assisting you.
  
  Thank you for your understanding.
  
  

• Initial Complaint

  Date:02/06/2024

  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.

  Spent $100.. $45+ on 2 items and the quality is absolutely horrible. They misrepresent their products with photos that dont actually disclose the item. The belt I bought shows it is all the square design yet half of the belt is actually just plain chain they then wont allow returns due to it being called an accessory. They were not ever opened or tried on because the disappointment was such a shock.

  Business Response

  Date: 02/12/2024

  Hello there! This is *** from 12th Tribe. Thank you for bringing this matter to our attention; your feedback is incredibly valuable to us. After reviewing your order, it appears that the team has already processed the return. The refund will be issued back to your original payment method within ***** business days from the tagged return delivery date. Rest assured, we'll send you an email confirmation once the process is completed. If you have any further inquiries, feel free to contact me directly at ********************************* and I'll be happy to assist you further. Thank you for your understanding.

• Initial Complaint

  Date:11/09/2023

  Type:Customer Service 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 tried on a dress for 5 seconds, realized I ordered the wrong size, and sent it back for a new one. I received an email saying sorry they cant process my return as it is damaged. After I already purchased the new size and wore it. I did not damage the dress, this is a scam. Have never experienced this.

  Business Response

  Date: 12/21/2023

  Hello *******,
  
  My name is **** with 12th Tribe. Thank you for bringing this matter to our attention. I express my deepest apologies for any inconvenience that you have experienced. Looking into previous communications, I see that our customer service team was able to offer you a store credit as an alternative solution, however, if you could please take a few moments to share some additional insights, I would love to get a better understanding on what else I can do to ensure a better outcome for you. Please send us an email to ********************************* Thank you. 

• Initial Complaint

  Date:10/05/2023

  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 visited the Soho store on Saturday, September 30th. My order is ******. I picked out a dress, but I asked the representative to get me a new one from the back. I bought it, she wrapped it up, and I took it home. Later, I saw that she had given me a dress with completely unraveling sleeves. It looked like it was in tatters. When I reached out to customer service, I got no reply. When I commented on social media, they blocked me. I need a refund for a defective item. I live in Metro Detroit and cant just take it back to the store.

  Business Response

  Date: 12/21/2023

  Hello ******,

  This is **** with 12th Tribe. Thank you for bringing this to our attention. I want to assure you that on October 11th, 2023, a refund in the amount of $82 was processed to the card ending in *****. This refund was initiated with the intention of swiftly resolving any issues and ensuring that your experience with us meets your expectations.

  Your feedback holds significant value, and I want to extend my sincerest apologies for any delay in communication following the refund process. Your understanding and patience throughout this situation are greatly appreciated. If you'd like to contact me directly, you may reach me at ********************************.

  Customer Answer

  Date: 12/22/2023

   
  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:07/14/2023

  Type:Delivery 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 $544.61 worth of merchandise on 6/5, with an estimated delivery of 6/12. 12th Tribe shipped the order via *** Mail Innovations, with tracking # **************************. After realizing the package seemed to be no longer moving through tracking I contacted 12th Tribe customer service for more information, and they advised that I contact ***** I opened a claim with ***** and after two days they advised that the package never arrived to them, and was lost in transit. When I asked 12th Tribe for a refund for the goods I never received, they replied that they are not responsible and offered store-credit only. How can the consumer be found at fault for a lost package that was never in my possession? I paid $544.61 to this company in exchange for goods that were never received. This company should have it's own insurance in place for circumstances such as these. This is an extremely unlawful "policy" that this company is enforcing, and feels a lot like robbery. Please put a stop to it.

  Business Response

  Date: 12/21/2023

  Hello ******,
  
  This is *** from 12th Tribe. Thank you for sharing your feedback; we genuinely value our customers' opinions. I understand your frustration, please know that we take it seriously and we're here to help. We are committed to ensuring your shopping experience with us is seamless, and I'd love the opportunity to assist you promptly. Please reach out to me directly at ********************************* and I'll be more than happy to continue assisting you.
  
  Thank you for your understanding.

   

  
  
  

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair 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 put in an order on 12th tribe on May 29,2023.It's June 22,2023 and My order never arrived to my address and was returned to the sender by Canada post at the distribution Center. I still wanted my items and did not request the items to be returned. I have asked 12th tribe for a full refund for charging me for items I never received. I am still waiting for a full refund of the items and shipping. They never successfully sent items but are trying to keep the funds and I spent over $500 CAD on this order.

  Business Response

  Date: 07/23/2023

  Good Day!

  We sincerely apologize for the need for you to follow up for the second time. We acknowledge the importance of timely responses and addressing our customers' concerns promptly.

  We want to inform you that we have already responded to the customer directly and successfully issued a refund on 06/24/2023. The customers order got lost in transit, but this has been handled and  took immediate action to ensure the refund was processed without further delay.

  We truly appreciate your follow-up, and your diligence in keeping us informed is valuable to us. Customer feedback plays a crucial role in improving our services and overall experience for all our customers. Your feedback reminds us to continuously strive for better customer service and satisfaction.

  Please feel free to reach out to us at any time if you have any further questions or if there's anything else we can assist you with. We are here to serve you and provide the best experience possible.
  
  Thank you for your understanding and support.

   

• Initial Complaint

  Date:06/02/2023

  Type:Delivery 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 initially purchased Order ******. I asked for assistance adding *********** ***** in a Size *********** added it to the order, and ******* fulfilled the addition of *********** ***** Size M (see attached PDF of direct e-mails).I then ordered a new ****************** L as part of Order ******, which is a separate order.Upon returning Order ******, I opted for an exchange instead of a refund, and ordered the Besame Corset Top for $54.40.The two items I returned in Order ****** were the Winona ***** ($62 > $55.80 with 10% off, $61.10 with taxes) and *********** ***** Size M ($61.20 > $55.08 with 10% off, $60.31 with taxes), which, due to the invoice add-on, was not listed at all, but most definitely eligible and part of the order - and which ******* reassured was taken care of.That leaves the remaining change from the Winona ***** exchange (at least $2 or so), along with the $60.31 for *********** ***** Size M ((which I paid for directly with my card ending in **** per the invoice 12th Tribe sent).Where did the remaining ~$62.31 of my refund go? And why is it not accounted for? I received acknowledgement of every other order and return I've made with 12th Tribe.It appears this thread for Order ****** was instead answered in the thread for Order ****** and mistaken for the same purchased item, but I returned both ******************s M and L in their respective orders, as you can see in the photos I took at the ** *********** prior to dropoff, as well as in the attached return receipts with separate tracking numbers via ***** ******* reassured me it was taken care of, but only *********** ***** Size L was addressed in Order ******, and the original add-on ****************** M in Order ****** was paid for, returned, but never refunded. The 15-day return policy extreme and I've already agreed to store credit, but not acknowledging an item I paid for at all is unethical.Please issue the refund back to my original method of payment ending in ****.

  Business Response

  Date: 12/21/2023

  Hello *****,

  This is **** with 12th Tribe. Thank you for bringing this matter to our attention, your feedback is incredibly valuable to us. Upon reviewing your order details, I am happy to confirm that our team had processed a refund in the amount of $60.31 to the original method of payment, ending in *****, on June 2nd, 2023. An email confirmation was sent to **********************. If you would like us to send you copy for your records, I would be more than happy to do so. You may also reach me directly at ******************************** so that I may continue to assist you. Thank you for understanding. 

• Initial Complaint

  Date:01/12/2023

  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.

  This company is scamming its customers. On the website under returns policy, it states that you have 15 days to return your item for FULL REFUND from the item you receive your item. When I sent back my item in perfect condition with tags still attached, it took two weeks and many emails before they would refund me. And then, they charged a $5.38 "return fee", even though I paid for shipping both ways. When I brought this to their attention they said sorry we made this transparent on our website. Except they did not at all. It does not say they will charge a percentage or deduct $5+ for a "return fee". The script they took off the website for their bogus transparency claim is vague and confusing. They are scamming and stealing from their customers.

  Business Response

  Date: 01/23/2023

  Hi! We are clear with our policies which you can view here: ************************************************
  
  The customer returned an item that was delivered to us on December 30, 2022 and our returns processing time is ***** business days. We carefully inspect and ******** returns before putting them back to inventory as we always wanted to make sure that everything we ship is in good condition. I understand ***** business days is a long wait, but we assure customers that they will get their refund. This has been our policy for years and our loyal customers knows it.
  
  
  Additionally, the customer keep on reaching out so we manually processed her return. The refund was processed on January 12, 2023, which is the 9th business day only. Regarding the return fee, it varies depending on the item's weight and where it ships from it is shown on the returns process so the customer should be aware. However, we're very considerate and as a courtesy, we refunded her the return fee as well. I attached screenshots below.
  
  You can reach us at ******************************* for more info.
  
  Thank you!
  See Attachment/File: Screenshot_27