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Business Profile

Fashion Accessories

Rachel Zoe, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Accessories.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Curateur advertises that customers can select certain items to receive as part of a paid quarterly subscription box, but Curateur is not delivering the items that are advertised for the customer to select. The announcement that they will not be able to deliver items occurred on 12/20/24 more than a month after Curateur charged for the box on 11/14/24. This is the second time that I have encountered this issue with this company. Upon requesting a refund, Curateur has refused, and is not interested in pursuing a resolution that is acceptable, (even offering a selection of items of comparable value or merchandise credit would be a better alternative). They automatically select replacement items that are not of comparable value and of no use to me. In total, the retail value of three items that I did not receive was $157, (see 3 screenshots with product information attached) and I paid $136.25 per box or $157.50 for the 2 boxes missing these items, and these items were the reason I bought these boxes. I understand that issues arise, but company is scamming customers and forcing them pay for their inability to deliver. It is false advertising, bad business practice, and a reoccurring problem.

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Dear Rachel Zoe ************* Team,I am writing to express my disappointment and frustration with the knit cotton blanket I recently purchased from your company. Unfortunately, the product's quality has not only fallen short of expectations but has actively caused significant discomfort and inconvenience.The primary issue lies in the blanket's construction. The fibers are not properly woven (poor quality) or secured, which causes them to shed excessively. These loose fibers disperse into the air, stick to clothing, and irritate my eyes, especially when wearing contact lenses. On multiple occasions, I have had to wash out my eyes due to fibers causing discomfort. The shedding has also necessitated constant cleaning throughout my home. Rather than adding comfort and value, this product has introduced considerable distress to my daily life.Additionally, I was shocked to discover, upon closer inspection at home, that the blanket explicitly states it cannot be washed. I have never encountered a product of this nature that is not washable. This restriction is highly unsanitary and unsuitable for a household item. It is inconceivable that such a product is allowed to be sold, especially at a premium price point.A product should enhance the quality of life for its user, not detract from it. While I appreciate the opportunity to contribute to your companys economic process, this product has caused me pain, discomfort, and frustration. Given these circumstances, I respectfully request either a full refund or a replacement with a higher-quality blanket that does not exhibit these issues.I have attached my photographs illustrating the blanket's defects for your review. I look forward to your prompt response to resolve this matter. Sincerely,******** ******

  • Initial Complaint

    Date:04/21/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a Rachel Zoe aluminum spinner luggage at ********"s on 12/15/23. I have traveled with this luggage on only one occasion which was to ******** on March 25th and returned on April 2nd.On my way to the departure check-in counter to my surprise, one of the wheels fell off causing the luggage to fall.On my arrival home, I then tried calling Rachael *** customer service ***************) however this number was re-directed to another company asking to enter to win $100.00.I then sent a email, ******************************* and ***************************************,however both came back as undeliverable. At this point I have exhausted all my options ,hence the reason why I am here to lodgging a complaint.

  • Initial Complaint

    Date:10/12/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Ordered a fall box late August. Supposed to ship in September. Contacted 2 weeks ago and was told warehouse change was the issue. Still no shipping email. I doubt I will get this box while its still fall. This company is a terrible rip off. No point in advertising which season the box is for if you cant ship it in that season. Scam

    Business Response

    Date: 10/17/2023

    Hi ******,

    We can see that you successfully placed your order on September 6th - thank you for joining our community! We are so sorry if our shipping timeline didn't meet your expectations.
    Our FAQ page states that Fall Curations start shipping in October (*********************************************************************************************). We sincerely apologize for any confusion around this and thank you kindly for your feedback.

    A shipping update email was sent earlier today to our member base. In case you haven't received it, please check your spam and junk mail.

    As a thank you for your support, we have refunded you $35 off your Fall Curation order. This should appear as either a refund or a reversal on your credit card within 2-5 business days.

    If you have any questions or concerns, please don't hesitate to contact us at ************************************* We will be happy to assist you!

  • Initial Complaint

    Date:08/17/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 am a subscriber of the Curateur yearly service, they send out 4 curated boxed with various products (spring, summer, fall and winter) The box corresponding to the summer curation was supposed to arrive mid June, it has been over 2 months of excuses and fake appeasement discounts that depend on you buying something else to be applicable. Since mid June I have been contacting the organization at least once a week and the excuses ranged from supply chain issues (that I understand) to we have all the items now, we will begging shipping soon (July) to your box is ready and the label is pending (2 weeks ago). I feel like I am being jerked around by these people, I have asked for discount equal to the value of the box and the representatives say it is above their pay grade, I like the service and this had never happened before, even during the full lockdown pandemic. But I am tired of the frankly ridiculous delay and repetitive excuses. Value of the box is $99.00

  • Initial Complaint

    Date:08/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    1year membership subscriber with ********** Box of Style / Curateur. Seasonal boxes shipped with accessories, cosmetics, clothing . $ 350 per year . I have bee a member since company inception. Summer box 2022 plus additional item paid for has yet to be sent . Excuse after excuse . " ready to ship " " on the way " ********** has taken my money & delivered nothing . Her headquarters phone has been disconnected. **************** . Will not respond to my e mails . What can I do now that she won't return my money nor ship products ?

    Business Response

    Date: 09/16/2022

    Business Response /* (1000, 6, 2022/08/29) */ Thank you so much for reaching out! It looks like your summer curation has been delivered. We are so sorry for the delay on the summer curation. We sent out two emails to our entire member base informing them of the delay. We are hyper aware of this impact on the member experience and are actively putting measures in place to curb these delays in the future. Thank you so much for your feedback! Let us know if you have any questions! We are here to help.

  • Initial Complaint

    Date:08/16/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a seasonal 'Curateur' membership. Typically you are charged for each seasonal box about a month or so in advance, and I never had an issue with that process for about 4 years. They charged me for the Summer 2022 box on May 6, 2022. As of Aug 16, 2022 the box still has not shipped (summer ends in about a month, so the products will not be very useful by the time they are received (if ever). We are now being asked to make our selections and pay for the Fall 2022 box, which is billed either when those selections are made (deadline is Aug 16), or by Aug 19 (when they make selections for you if you do not choose yourself). There is an option to 'Skip this Curation' - but if you select that, the $100 that would normally go toward the seasonal box becomes store credit to spend on their website in order to keep your 'membership'. So you cannot really skip anything, either way they charge you the $100. This is not acceptable, considering I already paid $100 over 3 months ago for items that have yet to be received. Each time I reached out asking about the Summer box I was told it will ship 'any day now', and they gave me $15 in store credit. Why would I want store credit when they have not completed the order I already paid for? They will not provide a clear shipping date and they will not give refunds. So as of now, they owe me $100 bucks plus tax, or the Summer box I paid for. I cancelled my membership so I am not charged another $100 for items that may never be received. DO NOT sign up for this service! So disappointed.

    Business Response

    Date: 09/01/2022

    Business Response /* (1000, 6, 2022/08/29) */ Hi ******, Thanks so much for your feedback. I've just checked your tracking and it looks like your curation has been delivered. We are so sorry for the delays with the summer curation and we totally understand your frustration. We are also upset about the delays too and have made changes in operations and logistics to ensure these delays do not happen again. It's a negative member experience and our entire team is hyper-aware. Should you decide to come back, we would be so happy to have you as a member again! Thank you again for your feedback. Consumer Response /* (2000, 7, 2022/08/29) */ The items were finally received on August 26, 2022.

  • Initial Complaint

    Date:08/03/2022

    Type:Delivery Issues
    Status:
    Unresolved
    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 paid for a summer box in late April/early May. The website first states that boxes would ship out mid-June. It is now August and I have not received a shipping notification. I understand that product delays occur but I was constantly lied to via chat and email that the last item that they were waiting on was in. A month ago, they posted an update on their ********* that the final item was in, but I still have yet to receive a tracking number for my box. No one from the company can tell me when I will receive my box, and the shipping times keep getting pushed out to "next week." I just want my box that I paid for and not ever have to deal with this company again.

    Business Response

    Date: 09/13/2022

    Business Response /* (1000, 5, 2022/08/18) */ Hi ****, Thank you so much for your feedback We are also upset about the delays too and have made changes in operations and logistics to ensure these delays do not happen again. It's a negative member experience and our entire team is hyper-aware. We understand how this negatively impacts the member experience and we are actively putting practices in place to curb these delays in the future. We are committed to providing transparent shipping updates. We sent an email in June and in July informing our member base of the anticipated delays for the summer curation, I hope you received them. As always please let us know if you have any further questions! Consumer Response /* (3000, 7, 2022/08/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Same canned response they give everyone. I only received one email. Also, it is the end of August- never received a summer box!

  • Initial Complaint

    Date:07/27/2022

    Type:Product Issues
    Status:
    Resolved
    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 the *************** Box of Style on 5/21/22. The shipping was communicated to be the middle of June. I inquired on June 24th of when I would receive the box, as I had not received shipping notification and was told an item was back ordered and was expected to be in at anytime. Contacted them again on 7/9 and was told the item was received and they would begin shipping. Contacted them again on 7/25 and have been told it was in the warehouse waiting to be shipped. Was told I would receive shipping news in about 14 days. From social media complaints it appears no one has received the box.

    Business Response

    Date: 08/25/2022

    Consumer Response /* (-5, 5, 2022/08/15) */ I am providing my order #******** Also was promised today that I would receive tracking. Never did. Asked for a refund. No response. Business Response /* (1000, 9, 2022/08/18) */ Hi ****** It looks like you chatted with a member of our customer service team and you were fully refunded for your summer curation order we are so sorry for the delay this season! We understand how this negatively impacts the member experience and we are actively putting practices in place to curb these delays in the future. We are committed to providing transparent shipping updates. We sent an email in June and in July informing our member base of the anticipated delays for the summer curation, I hope you received them. Consumer Response /* (2000, 11, 2022/08/19) */ After several emails back and forth with Customer Service daily for two weeks I was able to get a refund. This complaint can be closed but customers need to be warned.

  • Initial Complaint

    Date:07/27/2022

    Type:Delivery Issues
    Status:
    Unresolved
    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 paid ******* x 2 in advance for a year of Curateur (Rachel Zoe, Inc.) seasonal boxes. They are birthday presents for my daughters **** ******* and ***** ******* The Summer boxes have yet to arrive. Summer is halfway over, and I have communicated with Curateur Concierge (Request #XXXXXX, #XXXXXX)several times through email on June 28 and July informing them that my daughters have not received their Summer boxes. On July 17, 2022, they informed me they were perfecting boxes and getting them ready to ship. Still no boxes have arrived. These boxes include fashion items that would be used during a Summer vacation. Summer vacation is now ending and soon school will be starting. These boxes are seasonal and should be shipped prior to the season beginning, not when the season is almost over. At this point I'm worried that I have paid $370.00 x 2 and have been scammed, or that Rachel Zoe is running some type of Ponzi scheme with Curateur.

    Business Response

    Date: 08/18/2022

    Business Response /* (1000, 8, 2022/08/18) */ Hi *******, Thank you so much for your feedback. I see that your summer curation order was delivered. We are also upset about the delays too and have made changes in operations and logistics to ensure these delays do not happen again. It's a negative member experience and our entire team is hyper-aware. Thank you again Consumer Response /* (2000, 10, 2022/08/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) The *** box arrived more than 2 months late so I am relieved but the next box is due in 2 weeks so consider the service very bad! Thank you BBB! **************** Consumer Response /* (3000, 16, 2022/10/29) */ Even though I had to drop the claim against ***, nothing has changed. The fall *** box was due the first of September. Neither of my daughters have revived their paid in advance boxes. Their names are **** ******* and ***** ******. I have notified ZOE several times but been ignored. They also go by name of Commenity. They are selling the fall boxes online but not deliver boxes paid for in advance. The boxes cost $100 each and another box is due to each daughter the first of December, in time for Christmas presents.I paid almost $400 in advance for the 4 boxes due to Tamara *******. *******. ***** ****** paid for her own boxes. I would appreciate your help again. ******** *******-*************************************************************************************************************

Rachel Zoe, Inc. is NOT a BBB Accredited Business.

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