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:05/16/2025

  Type:Delivery 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 tried to change my address on my order without any response and no option to cancel. I no longer live at the address on the order.

  Business Response

  Date: 05/16/2025

  Upon further reviewing your account, we are able to accommodate an address modification as a one-time courtesy. Please always double-check your address when making an order. 
  

  The modifications do not reflect on your account permanently. The updates are made with our distribution center and the carrier. We are happy to make this modification to the updated address below.
  

  Updated Address: ************************************************************************************
  

  Your order is currently processing and once it ships you will receive an email with your tracking details. Be sure to check your emails to know when your FN goodies are on the way! For future orders, you can update your billing information and/or your shipping information on your My Account page when logged in. Please ensure to use a web browser to select the default address when making the update, to prevent system errors or confusion on billing/shipping information in future orders.

  Customer Answer

  Date: 05/16/2025

   
  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:05/15/2025

  Type:Delivery 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 put my previous address as the mailing address instead of my current address. I reached out to Fashion nova to update the address to ***************************************************************************************************** but no one has responded

  Business Response

  Date: 05/15/2025

  Upon further reviewing your account, we are able to accommodate an address modification as a one-time courtesy. Please always double-check your address when making an order. 
  The modifications do not reflect on your account permanently. The updates are made with our distribution center and the carrier. We are happy to make this modification to the updated address below.
  Updated Address: ************************************************************** .
  Your order is currently processing and once it ships you will receive an email with your tracking details. Be sure to check your emails to know when your FN goodies are on the way! For future orders, you can update your billing information and/or your shipping information on your My Account page when logged in. Please ensure to use a web browser to select the default address when making the update, to prevent system errors or confusion on billing/shipping information in future orders.
  

  Customer Answer

  Date: 05/15/2025

   
  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:05/14/2025

  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 submitted an order on the fashion nova website today 05/14/25 at 1:36pm when when i pressed pay for order through my afterpay on the website it asked me if my shipping and billing address are the same which I selected yes to. My shipping address through my afterpay is my current so I figured it would change it to that and not an old address. As soon as I noticed which was not a minute short from after I order I tried to contact customer and ********************** through email as well to update it. In response to my message they told me they could not change it and could try to get in contact with a delivery driver when it is out for shipping, although my current address is in another state. There are all no option to cancel or refund it within literally less than five minutes of ordering. I just want my money back.

  Business Response

  Date: 05/14/2025

  Thank you for reaching out to Fashion Nova regarding your order#*********.

  We were able to accommodate your request and successfully cancel the order as a courtesy. We prioritize shipping as fast as possible, so we usually can't cancel orders once they're being prepared for shipment. We're glad we could assist you this time. In the future, please remember to double-check all your order details. You'll see your refund in your account within 7 business days, depending on your bank's processing time, or within 24 hours if you used a Fashion Nova gift card.

  If you have any additional questions or concerns, please feel free to let us know.

  Customer Answer

  Date: 05/14/2025

   
  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:05/14/2025

  Type:Delivery 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.

  Order #********* was placed on 5/14/2025, 9:41:00 AM for a total of $115.81. The company was running a promotion for 50% off orders using code THANKU50. I was waiting on a particular romper to come back in stock, and when I saw it was in stock I placed my cart order adding the discount code. The code did not apply to the order charging me the regular price for all items in cart. Fashion Nova is not catered to the consumer, due to no adjustments to orders whatsoever able to be made from our end or theirs according to website. You also do not have the option to cancel an order nor can you return an order for refund to your original payment form only as store credit. Everything about their process is catered for the company to gain from the consumer. This practice is not ethical.

  Business Response

  Date: 05/14/2025

  Thank you for contacting us regarding order #*********
  
  We understand you'd like to change your order. However, our ******************* processes orders quickly, so once an order is in the system, we cant make adjustments, including applying discount codes or adding an electronic gift card.
  
  As a one-time courtesy, we would like to offer you the option to cancel your order. Please confirm that you would like to cancel
  
  Thank you and have a wonderful day!

  Customer Answer

  Date: 05/14/2025

   
  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. I agree to cancel my order. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/12/2025

  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.

  **** me a gift card as store credit for items i returned. Then disabled the credit card less than a month after before I could even use it. I emailed their legal department because they have no other email available to contact and they havent responded.

  Business Response

  Date: 05/13/2025

  Thank you for contacting us regarding orders #*********, #*********
  
  Upon further review, we can confirm that the gift cards issued for your orders were disabled. This occurred because a refund was processed through Klarna for the items you returned. For further details regarding the refund, we recommend contacting Klarna directly.
  
  Thank you and have a fantastic day!

  Customer Answer

  Date: 05/13/2025

   
  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:05/12/2025

  Type:Delivery 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 with Fashion Nova on May 11, 2025. During the checkout process, my Apple Pay defaulted to an old shipping address, and I mistakenly completed the order with that outdated information.Immediately upon realizing the error, within minutes of placing the order, I contacted Fashion Novas customer service via email to request a correction to the shipping address. Despite my prompt action and the fact that the order had not yet shipped, Fashion Nova responded by stating they were unable to update the shipping address.I find this response unreasonable, especially considering that the package had not been processed or dispatched at the time of my request. Most reputable companies offer a brief window for order modifications or cancellations before fulfillment begins. Fashion Nova's rigid and unhelpful approach puts customers at a disadvantage, especially when they act swiftly to correct an honest mistake.I am requesting the BBBs assistance in urging Fashion Nova to update my shipping address to the correct one before the order ships, or to offer an alternative solution, such as cancellation and reordering with the correct address. I believe this is a fair and reasonable request given the circumstances and the timeline of communication.Thank you for your attention to this matter.

  Business Response

  Date: 05/13/2025

  Thank you for reaching out, and we sincerely apologize for any inconvenience you experienced with your recent order.
  After reviewing your request, we can confirm that your order was canceled on May 12, 2025, due to the incorrect shipping address provided at checkout. We understand how frustrating this situation can be and truly appreciate your prompt communication in attempting to correct the error.
  At this time, we invite you to place a new order using the correct shipping information. If you need any assistance during the checkout process, our customer service team is here to help.
  We appreciate your understanding and thank you for choosing Fashion Nova.

  Customer Answer

  Date: 05/13/2025

   
  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:05/12/2025

  Type:Delivery 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 my order with fashion nova on 05/03/25 and my order was supposed to be delivered no later then 05/10/25 and the order stated it shipped and when I track it says the order is in transit to *** last updated 05/06/25 at 6:36 there has not been any moment since then I have reached out serval times about this issue and I have the same generic response back they stated they will escalate the matter to the proper team and no one has gotten back with me

  Business Response

  Date: 05/14/2025

  Thank you for allowing us to help resolve this issue for you. 
  
  We can confirm that the package has been successfully delivered on 5/13/2025. 
  
  The tracking details can be viewed via the link:  
  
  ****************************************************************************************************************
  
  We thank you for your patience and understanding in this matter. Please feel free to contact us with any further questions you may have. 
  

  Customer Answer

  Date: 05/14/2025

   
  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:05/11/2025

  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.

  Hi, I made a purchase on 5/3/25 for $100.58 my package was supposed to be delivered on the 9th and it never showed up. I look at the tracking details and it hasnt moved. *** contacted customer service and there is no response. Every-time I click track package it just says on its way expected delivery the 9th and it is now the 11th with no updates.

  Business Response

  Date: 05/12/2025

  
  Thank you for contacting us about your order #*********, placed on 5/3/25. We are diligently working to get this order to you as quickly as possible. You were quoted an Estimated Delivery Date of 5/9/25. We would like to apologize for your inconvenience. 
  
  
  Your order has been handed off to your final mile carrier and will be delivered soon. Your Tracking Link **************************************************************************************************************** should be updated soon with its progress.
  
  Your package is still in transit, and while the carrier is experiencing delays, its expected to arrive soon. We sincerely apologize for the inconvenience this has caused. As a courtesy, we have issued a $15 gift card to use on your next purchase, valid for 30 days. It will arrive via email, so be sure to check your inbox, including your junk or spam folder, for an e-gift card from **************************************

  Customer Answer

  Date: 05/12/2025

   
  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:05/10/2025

  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.

  Subject: Formal Complaint Against Fashion Nova for Unethical Practices Dear Better Business Bureau,I am writing to formally lodge a complaint against Fashion Nova regarding their unethical business practices. I have been a loyal customer, spending thousands of dollars with the company over the years, but due to my recent experience, I can no longer support their brand.On April 14, 2025, I placed an order #********* for clothing intended for my upcoming vacation. On April 16, 2025, at 5:14 AM, I received an email from Fashion Nova informing me that my items were delayed and offering a full refund if I responded to the email. If I wished to keep the items, I was instructed to do nothing. Recognizing that the delay would prevent me from receiving the items in time for my trip, I promptly responded on April 16, 2025, at 8:00 AM to cancel my order. I have screenshots of both the email notification and my cancellation request.Despite my timely cancellation request, Fashion Nova created a shipping label for my order on April 17, 2025, at 4:05 PM, more than a day after I had attempted to cancel. When I reached out to their customer service for assistance on 4/18/2025, they refused to cancel my order, insisting that I wait until I received the items to initiate a refund process. Moreover, they expect me to pay for return shipping and have only offered store credit, which I do not want as I will no longer be shopping with Fashion Nova due to their unethical behavior.Given these circumstances, I am requesting a full refund of $219.78 to be processed in the original payment method, along with a prepaid shipping label for the return of the unopened merchandise. Thank you for your attention to this matter.Sincerely, ** **********

  Business Response

  Date: 05/12/2025

  Thank you for reaching out and for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by the delay and the handling of your recent order.
  We understand that you submitted a cancellation request on April 16, 2025. However, as of April 16, 2025, your order had already been processed and shipped, which unfortunately made it ineligible for cancellation at that time.
  As a one-time courtesy, you may return the unopened merchandise, and we will issue a full refund to your original payment method upon receipt of the return.
  We appreciate your past support and hope to resolve this matter to your satisfaction.

  Customer Answer

  Date: 05/13/2025

   
  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. Lastly, how do I start  the return process to ensure that I receive a full refund instead of store credit?
  
  Sincerely,
  
  ** **********

• Initial Complaint

  Date:05/10/2025

  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.

  On 05/10/2025 I purchased a couple of items from Fashion Nova. After receiving my confirmation email I noticed they switched my shipping address once I submitted the payment. I contacted customer service and I was told that they could not correct my address although my order has not been shipped and this was their mistake.

  Business Response

  Date: 05/11/2025

  Thank you for allowing us to help resolve this issue for you.
  
  We can confirm the order was canceled as a one time courtesy. These refunds usually take 7-10 business days to be reflected back onto the original form of payment. You may replace the order with the correct shipping address. 
  
   We thank you for your patience and understanding in this matter. Please feel free to contact us with any further questions you may have.  

  Customer Answer

  Date: 05/11/2025

   
  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,
  
  Marquera ******