Complaints

• Initial Complaint

  02/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been ordering from Fashion Nova for a couple of years now. There has been times where I received damaged clothing items and was able to put it in through customer service and they exchange the product out. The damage items would include holes being in the clothing, stains, and human hair attached. The last couple of times Ive tried to return clothing items that were damaged. They denied me and told me that, I put too many request in so they are not honoring my claim. I have been going back-and-forth with fashion nova customer service via email about this last go round. I just purchased on 2 February and the clothing item has a hole in it. I have pictures and package labels and again they sent me the email saying theyre not honoring it because *** had too many claims in the past. I told them Im not paying hundreds of dollars for staying , holes in the clothing items, and hair attached to the clothing. I said it just doesnt make any sense. And this would be as soon as I open the package, but they are refusing the past three times from close from them that I cannot exchange for what I paid for . When I request to have someone call me, they say the phones are down and no one will be able to contact me. They keep sending the same generic email back to me and the issue is not resolved.

  Business response

  02/09/2025

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

  We confirm that we have received your photo(s) of the defective items(s).

  Please let us know what option below will work best for you and we will be happy to resolve this quickly:
  - Issue a full refund for the item back to the original form of payment
  - Issue a store credit for the item
  - Reshipment of your item (note: for any items out of stock, we'll issue a refund to the original form of payment)

  We greatly appreciate your cooperation and assure you that we will resolve this issue swiftly once we receive the requested information.

  Customer response

  02/09/2025

   
  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

  02/07/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a damaged jacket, it had unstitching at the seams and a faulty zipper that opened and does not work. I emailed the company with my complaint and sent them pictures of the label and jacket as requested and they denied my claim. Fashion nova has a history of faulty zippers and have had problems in the past with items but they have been resolved but for some reason they denied my claim and are unwilling to reimburse or replace my item. I followed fashion novas policy for damaged items and sent pictures within the allotted time of damage item window but they failed to resolve my issue.

  Business response

  02/07/2025

  Please let us know what option below will work best for you and we will be happy to resolve this quickly!
  Issue a full refund for the item back to the original form of payment
  Issue a store credit for the item
  Reshipment of your item (note: for any items out of stock, we'll issue a refund to the original form of payment)

  Customer response

  02/08/2025

   
  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

  02/07/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered on 2/5/2025 (order #: *********) I really needed this order so I paid the $19.99 1 - Day shipping being told estimate time of 2/7/2025 late afternoon. Now all the sudden the carrier that was chosen for me has pushed it to 2/11/25 which is not what I paid for in terms of shipping. I have spoken with *** and they claim that this shipping is not offered under their services and that this is at fault of you all with misleading worlds. I have tried multiple ways to get a refund for the shipping however *** has stated it is completely up to you all to figure out how a refund must be placed.

  Business response

  02/07/2025

  Thank you for contacting us about your order #*********
  
  We are diligently working to get this order to you as quickly as possible. You were quoted an Estimated Delivery Date of 2/7/25. We would like to apologize for your inconvenience. 
  
  Your order has left our warehouse and is in transit to your final mile carrier shortly. 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 "***********************************************************".
  
  Please keep in mind that business days do not include Saturdays, Sundays, or U.S. Holidays. For more information on our estimated shipping timeframes, please check our delivery time charts here. We truly appreciate your patience and understanding as we work to get your order to you. 

  Customer response

  02/07/2025

   
  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,
  
  Heaven ********

• Initial Complaint

  02/05/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 1/29/25 I placed an order about 10:30a for same day shipping by 8pm for a funeral on 2/1/25. I live in *********** and Fashion Nova boasts a feature where if you pay for extra shipping and place your order before noon, you can receive your order by 8 PM on the sameday. I placed my order confident that I would receive the items prior to the funeral. I only made the purchase because it was guaranteed same day. Not only did I not receive the package before the funeral services today is 2/5 and I STILL have not received the order. This seems a lot false advertisement and now Im out the money that I paid without anything to wear so I need to go out and buy something else even though Im out the money I gave to Fashion Nova. I tried contacting customer service, but honestly there really is no customer service at least not a live person. Ive already sent an email that I did not received my order. When I contacted Fashion Nova only via an email form because there is no live person they only refunded the shipping fee that I paid.I have yet to receive a tracking order or confirmation that my order has been shipped. I just want my money returned since I had to go out and use that money to buy more clothes to wear to my aunts funeral.

  Business response

  02/06/2025

  Thank you for contacting us about your order #*********.
  
  Your order seems to be stuck and not moving. We strive for perfection, but unexpected delays happen occasionally.
  
  The carrier has advised us that they encountered an issue and will be unable to deliver the package. Let's resolve this quickly and although you may still receive your order, we would like to cover the cost of your order now.
  
  Please let us know which works best for you.

  1. Gift card instantly available for the full order amount
  2. Full refund back to the original form of payment

  We appreciate your patience and understanding, and we look forward to resolving this for you.

  Customer response

  02/06/2025

   
  Better Business Bureau:
  
  I prefer solution #2 provided by the business. 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

  02/03/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order with Fashion Nova on 1/27/2025, for seven items. Six items were clothes and 1 item was boots. The order was delivered to my address on 2/1/2025 at 9:53am, However I only received 1 item out of the order which was the shoes, none of the clothing pieces was delivered with the shoes. Upon recieving the delivery I reached out to the company via email and advised only the shoes was in the order that I received. The order number is : Order #********* Date Placed: 1/27/2025, 8:02:35 PM Total: $121.31 Fashion proceded to email me back and advised they cant do anything about my missing items. I am a long time customer and never dealt with this issue with them. I am looking to either recieve my missing items or get a store credit. This is unfair.

  Business response

  02/03/2025

  Although we strive for 100% customer satisfaction, these are circumstances beyond our control, and we truly appreciate your feedback. It appears that in your eyes weve fallen short in fulfilling your needs, so frustration from your end is understandable. 
  Rest assured, weve made note of your feedback and will definitely pass it along to the appropriate teams for review so that we can continue to improve as a company. 

  Customer response

  02/04/2025

   
  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

  02/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order (#*********) on 12/5/2024, at 7:40:25 PM for a total of: $104.61. The package was to be delivered on 12/20/2024 for ***** ****** at Delivery Address *************************************. It shows in Transit with ***GLOBAL as the carrier for my shipment. The last scan was on 12/20/2024 at 11:07 AM, to be delivered to the delivery service provider.I have visited the Fashion Nova *********** online several times because it instructs If you're not seeing any further movement or tracking updates within the next 3 business days, please reach out again for assistance.I also clicked on the *** tracking number (#**********************************) and it takes me to the *** tracking page. Tracking the package on *** website gives the same information I received on Fashion Nova website. I contacted *** and they instructed me to contact the sender (Fashion Nova) for an explanation. I have followed the instructions, but no one has contacted me about the order I placed over a month ago.I would love to have the items, if not a refund is good.I really appreciate any assistance you can provide.

  Business response

  02/02/2025

  Thank you for contacting us about your order #*********, placed on 12/5/24. Your order seems to be stuck and not moving. We strive for perfection, but unexpected delays happen occasionally.
  
  Please click the link below to submit your claim and select your preferred appeasement option:
  *************************************************************
  
  This claims link will be active for 30 days from today. It's important to complete and submit the claim within this period. After 30 days, the link will expire, and we won't be able to issue a new one.
  

  Customer response

  02/02/2025

   
  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

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A package was marked delivered it was not my house in the photo I want a refund

  Business response

  02/01/2025

  At this time, your claim with *** is currently pending. Please keep an eye on the status of your claim by logging into your account or checking the tracking details of the package.  Feel free to contact us once the tracking details reflect Claim Issued or A claim has been issued for your package. Please contact the sender for more information. Once your claim has been approved, we can move forward with a resolution for you.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned $137 worth of items from Order #********* to fashion nova. I also got tracking from *** that fashion nova received these items. After contacting Fashion nova several times on Jan 1, 2025 I was sent a gift card for $137 that was disabled, and I couldnt use. Ive reached out to fashion nova several times and nothing. I dont have my gift card for my return items at all. This is very frustrating I have to deal with this. I just want my gift card or my money back.

  Business response

  01/31/2025

  Thank you for reaching out regarding your gift card. We wanted to clarify the situation and provide an update.

  The gift card previously issued was disabled due to an incorrect amount being applied. After verification by our returns department, it was confirmed that the item Beach Breeze Maxi Dress - Chocolate - L was not included in the returned package.

  You have now been issued the correct amount of $116.12 for the following returned items:In Time ****** Denim Midi Skirt - Medium Wash - L

  Street Queen ****** Plaid Shirt - Pink/Combo - M
  Sticking With It Stretch Straight Leg Jeans - Light Wash - 5
  Got Me Glistening Sequin Cargo Pant - Medium Blue Wash - L

  If you have any further questions or concerns, please dont hesitate to contact us.

• Initial Complaint

  01/31/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 18 2025 I placed an order from fahionnova the order should have arrived on Jan 27/2025 it now feb1 2025 and I have not received my order from them them I have reached out to them constantly they lied to be about the package being handed to *** I contacted *** to confirm that they had the package *** told me they are still waiting for fashionova to hand them the package I would like some assistance with retrieving my order from them.

  Business response

  01/31/2025

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

  Looking into this, we can confirm that your order has been refunded. Your refund of $37.43. is currently being processed. 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.

• Initial Complaint

  01/30/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number: #********* Date of Purchase: January 29, 2025 Shipping Method Paid For: 1 Business Day Shipping Order amount:122.98 I placed an order with Fashion Nova on January 29, 2025, and paid for 1 Business Day Shipping to ensure my items would arrive on time for important wedding events. However, as of January 30, 2025, my order has not even shipped.I contacted **** and they confirmed that they have not received my package from Fashion Nova, meaning the delay is on the companys end, not the shipping carrier. Despite paying for expedited shipping, my estimated delivery date is now February 6, 2025, which is completely unacceptable and far beyond the promised timeframe.This delay is causing me major inconvenience, as I needed the items for my best friends wedding events Friday. Fashion Novas failure to process and ship my order on time has directly impacted my plans.Resolution Requested:1.Immediate shipment of my order with overnight shipping so I receive it as soon as possible.2.A full refund for the 1-day shipping fee, since the service was not provided.3.If my order is not shipped immediately, I want a full refund for my entire purchase, as it will no longer arrive in time for the event.Fashion Nova should not advertise 1 Business Day Shipping if they cannot fulfill it. This is misleading and unacceptable customer service. I expect a prompt resolution to this issue.Supporting Documents:I have attached screenshots of my order confirmation, tracking details, and communication with *** to verify my claims.I look forward to a swift response from Fashion Nova and a resolution to this issue.

  Business response

  01/30/2025

  Your order was placed after the cutoff time for one-day shipping. Please allow until 01/31/25 for delivery. If your order has not arrived by then, we will initiate a full refund. Thank you for your patience!

*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. ↩