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:10/18/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 last year. Most of the order shipped in a timely manner, however an item was never shipped to me. I went on official orders out of country for a year, I got back and went through my items only to find that I was never shipped this item. I contacted Feat, they sent me a replacement, which was then delayed due to warehouse problems. I contacted customer service voicing my complaint that if it had not been for me checking over a year later, they would have not sent me my item, then when they did it was delayed. The customer service reps ******** stated that there is nothing more they can do for me since they sent me a replacement, which I don't feel is appropriate given not receiving my item for over a year.

• Initial Complaint

  Date:07/10/2022

  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 received a ********* item from feat, then processed a return ********** and sent the item back in January of this year (****). After months without a refund of any sort, I sent a follow-up e-mail and never received a response. It's been roughly 5 months since I returned this item and I just received it shipped back to me from this business ****** without explanation. I contacted a customer service agent and was told that I could send the item back (again) for store credit. I do not want to do business with this company and requested a refund, as well a prepaid shipping label. They refused. Again, I received a defective item, was given no explanation for it being sent back to me 5 months later, and am now being asked to do the exact same thing that did not work previously. I am not confident that I will be issued a refund once this item is returned for a second time, and would not like to repeat this again in another 5 months. I would like assistance with this return from a third party. I do not trust this company. I can forward the e-mail confirmations of purchase, return and exchange between self and customer service agent.

  Business Response

  Date: 07/11/2022

  Business Response /* (1000, 5, 2022/07/11) */ The return process for this customer began on ********** as the customer mentioned, and the customer requested wanting to initiate a return along with wanting instructions on how to process the return (as our Happy Returns system is exclusive for Store Credits and 1 for 1 exchanges typically for sizing or style preferences.) At no time did the customer mention her items were damaged, so our team treated the request as a standard return for a refund. Our team informed her that her items were not eligible for a return for a refund (per our return policy listed on the product page for all items and on the footer of every page of our website) and after that correspondence, no follow up was sent to us. We assumed that the customer had followed the Happy Returns process to receive an exchange or store credit (an automated process that when operating correctly, issues the credit as soon as the items arrive at our warehouse) and marked the ticket as resolved. 6 months later on ********** the customer followed up saying that the item had been returned to sender for her and was now at her house once again. Upon hearing this, our team wrote back to her the same day questioning if her intention was to receive a return for a store credit (as sometimes customers assume our returns are for cash back and not store credits, so we always check before issuing.) The plan for this case was to issue the store credit without requiring the customer to send the items back, as this was definitely an inconvenience to her and not the experience we want our customers to have, but our team wanted to confirm what the customer was hoping to happen before approving that credit. The customer wrote back 2 weeks later on ********* expressing dissatisfaction with the original time delay, and then added that there was now damage to the item, despite no mention of this before (had the customer mentioned this before, we would have began our damage correction process and with photo evidence, we could waive our standard policy and issue a full refund for any items that are confirmed to be damaged under our 24 month warranty policy) and expressed desire for a refund to the original payment method. Our team reminded the customer of our refund policy, but to reach a favorable resolution our team offered to issue a full store credit for the full value of her items and not require her to send any items back, or that we would ship 2 items of her choosing to her regardless of any price difference (as well as again letting the customer keep the items she received.) The customer responded continuing to express dissatisfaction with the policy and time delay. We then informed the customer that if she could provide images of the damage to the items, we would issue a full refund, and at this time, no response has been sent by the customer Our team and company tried several different methods to reach a favorable outcome for this customer who was not satisfied. If the customer would like to reach out again and provide photos of the damage, we can issue a refund if the damage includes the significant staining that she mentioned. We can also issue a store credit for those items along with an added $10 to cover the cost of shipping should she decides to return the items (with a prepaid label we can provide) if no damage is present. We believe these solutions are more than fair to reach a favorable conclusion on this case. All screenshots of all interactions with this customer are attached as evidence of this statement. Consumer Response /* (3000, 7, 2022/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon returning this item 6 months ago, I made it very clear that the item was being returned due to being defective. Instead of a refund or any **************** from customer service, I received the item returned to me 6 months later. When customer service did finally reach me, they let me know I could return the item for store credit. I find this unsatisfactory as FEAT is asking me to do the exact same thing I did 6 months ago, and I have no reason to believe the results will be any different. I've spent an excessive amount of time and energy addressing what is an error on the company's part. I'm not getting paid for this. Per their return *********** nowhere do I see it listed that customers should expect items to, without explanation, be mailed back to them 6 months after a return. The policy is null and void as far as I'm concerned. I absolutely do not want to purchase a product from this company again and I truly hope that other customers see this. I would rather throw this product away than go through the trouble of ********** packing supplies to send it back, especially if I am not going to be reimbursed. They are absolutely ******* about store credit as the only form of ************** despite the multiple errors on their part, and my overall extreme dissatisfaction. This is bad ********* and the customer service has been subpar. I would never do business with them again. Business Response /* (4000, 9, 2022/07/22) */ Per the conversation with the customer attached in our previous response, no mention of the damage to the item was included via email contact with this customer when she originally requested the items to be returned, otherwise we would not have requested the item be sent back. The final conversation with the customer (before the item was returned to her) was a request for a return, where we had inquired on more information and that request was never responded to by the customer. As we've mentioned, if the customer can provide photographs of the damage to the item we can issue a full refund (not store credit) for any damaged item in line with our Damage Policy included on our website in the FAQ section. We would also not require the customer to send her damaged item back to us, as any damaged item would not be sellable to a new customer and we allow the purchaser to keep, donate, or throw away their damaged item. If the customer can provide photographs of the damage, we'd be happy to issue a full refund. Consumer Response /* (4200, 11, 2022/07/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not ok with the way this business has handled this transaction, but at this point I can't put any more time and energy into this. Please, please, allow other consumers access to this information. My name excluded, I'm happy to have you use any information (including this e-mail) as evidence of my experience. This company sent me a defective item, which I returned over 5 months ago. I received the item mailed back to me (5 months later), with no explanation. After contacting the company, they stated I could send it back once again, for store credit. I let them know that I was displeased not only with their product, but with the way they conduct business. I agreed to send the item back for a second time, but asked to be reimbursed as I want nothing more to do with the company - their defective products or their questionable business practices. They refused, stating it was not part of their returns policy and I could only be issued store credit. I followed the policy by returning the item immediately - they did not honor it, and instead engaged in ******* ********** The entire experience felt fraudulent to me, and I did not want to continue this for another 5 months, so contacted BBB. The company has refused to issue a refund upon receipt of their defective item. I will discard of the item, and suffer the financial loss, which pales in comparison to how much time and energy I have wasted. I hope this experience helps other customers somehow. Business Response /* (1000, 17, 2022/08/01) */ Hi Better, thanks for writing in! First off, I want to apologize for the issue with your order. This is definitely not the experience we want you to have with us and I'd be more than happy to make this right for you now. Could you send in a picture of the error with the style and size visible of your order that you mentioned in your above email? Once I confirm this I can have a replacement issued to you right away. Let me know, looking forward to hearing from you! Consumer Response /* (3000, 23, 2022/08/18) */ No, it's not resolved. The company refused to refund me for a defective item and will only offer store credit or a replacement, after returning me the product 5 months after I sent it back. So, no. It's not resolved. Business Response /* (4000, 25, 2022/08/18) */ As mentioned previously in this exchange, if the customer can take photographs of the damage to the item and send them in to our Customer Service line, we can offer a full refund on any damaged product. Consumer Response /* (4200, 27, 2022/08/19) */ This is the FIRST time this business has EVER offered a refund, as reflected in all posted and unposted communications (and conveniently after I mentioned I was disposing of the item). Absolutely no effort was made to refund me for the purchase, even after the item was SENT BACK to the company for inspection. This company has given me absolutely no explanation as to why this item was mailed back to me nearly half a year later. Instead, they demanded I send the product back for store credit - the same exact thing I had done half a year prior, with no resolution. Why would I do it again? Especially for "store credit", given that I find their merchandise to be poorly constructed. Next, they demanded I send pictures, so I could receive store credit (no). It shouldn't have taken this much (and me disposing of the item) for them to agree to a refund once the item was sent back (yet again) - clever. This is beyond anything I've ever experienced from a company. Please make this information available to the public. I ate the cost of this transaction, and do not want to interact with this company. I followed their return policy, and they did not - period. At the very least, this should be reflected in their BBB score. I know that many consumers already question the legitimacy of this company, and I hope this gives them clarity prior to any purchases. Thank you.