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:03/10/2025

  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.

  Purchased two items 2/26/2025. Received email Shipping notification with tracking number 1ZH4E331YW40530365. Item has not shipped. *** says they didn't schedule a pickup only created a label.CS email bounces back. Live Chat doesn't have a solution except to wait 8-10 days. Company has mostly automated responses

  Business Response

  Date: 03/11/2025

  BBB:
  
  As a follow up to the complaint submitted by ********* *****, her item was delivered today, 3.11.25. It was a partial shipment, one shipping on 3/2 and the other shipping on 3.6.25. While it was within our shipping timeframe, it did take a bit longer than usual. The shipping was refunded as a courtesy.
  
  We are considering this resolved.
  
  Sincerely,
  
  Corporate Customer Service
  SOMA
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23040115
  
  I am rejecting this response because:

  Thank you for the update. I have additional documents just received.
  
  Attached please find the receipt for the purchase they never sent along with a refun which does not even cover the cost of the item. This is unacceptable!
  
  As per my complaint, I want a refund.
  
  Thank you
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 03/12/2025

  As a response to the rejection, both orders have been delivered. The last package arrived on 3.11. Therefore, we would not be processing a refund since both packages were delivered still within our service timeframe. As previously noted, we did process a credit for the shipping as a courtesy.

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23040115
  
  I am rejecting this response because:

  They are not reading or using AI to interpret messages!!! My order had two items. One item STILL HAS NOT BEEN SHIPPED!

  Attached is a screenshot of the order showing it has not been shipped.

  Attached is a *** screen shot showing they still do  have the item 
  

  Attached is my ****** receipt showing they did not refund for the merchandise that they didn't ship.

  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 03/13/2025

  We have reached out to her twice to understand the order issue as there has been some confusion in reference to the orders that we were told were not received and that we showed delivered. Hopefully connecting directly with this customer will help clarify.
  

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23040115
  
  I don't know who this person is but it's obvious that they have no understanding at all about this complaint! 

  I have been in touch with '*****' from their **************** who actually really looked up the order and saw that it wasn't shipped.

  She is giving me a refund. 

  I will close the compartment when I receive it.
  
  Sincerely,
  
  ********* *****

  Customer Answer

  Date: 03/20/2025

   
  Better Business Bureau:
  
  In regard to the above complaint I made to Soma Intimates, ***** from the **************** did refund me for the merchandise that was never received.
  
  She is now aware of the responses made to the BBB that were not correct.
  
  I'm attaching the refund email.
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:03/10/2025

  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 placed an order for a bra February 9. I never received it. I contacted Soma several times and was told to wait. It has now been a month. I try calling, their message says busy season assuming Christmas message. I am then informed I am number 23 in queue to speak to someone. Meanwhile all while still receiving texts of their promotions. They cant handle the business they have already.

  Business Response

  Date: 03/11/2025

  BBB:
  
  As a follow up for the complaint submitted by ******** ******* on her SOMA order. After further review, it does appear this package is currently lost. When the customer contacted us on 2/26 it was still within the shipping timeframe, so she was told to wait a few more days. When she wasnt satisfied with that answer, we offered to refund and reorder for her. The customer did not want to pay again. We have reached out again to see if she would like to reship the bra out to her via merchandise credit. We are waiting to hear back but if we dont,we will refund her order as a lost package. We expect once we connect this issue will be resolved.
  
  Sincerely,
  
  Corporate Customer Service
  SOMA 

• Initial Complaint

  Date:02/05/2025

  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 did 2 orders , both said the next day the dates were right when i ordered them. when i spoke with customer service they said it was only 48 hours not 24. i left message for supervisor who said she was going to call me back . she never did . i left the same email to the president of company , and i never got a response. i want both overnight deliveries to be refunded and i want a ****** gift card 224265666Wednesday, January 29, 2025 224250482Monday, January 27, 2025

  Business Response

  Date: 02/07/2025

  BB:

  Chicos FAS is following up on the concern submitted by ***** *******. A representative spoke to Mr. ******* directly on 2/6. He is requesting that we credit the shipping on all his orders referencing they were not received in the promised timeframe for next day air. After reviewing his order history, none of the orders were placed at the designated time for next day shipping. Our website states Orders must be placed by 10 am EST M-F to meet the designated shipping timeframe. We have included the orders below. The other 2 orders were not placed before 10 am EST.The customer is asking for a $100 Gift Card. Based on the fact the orders were not placed in time for next day shipping, we would not be crediting shipping or providing a $100 Gift Card.
  
  Order #********* - placed at 7:24 PM but took an extra day to ship. - He was refunded for the order. 
  Order #: ********* - placed at 1:45 pm
  Order #********* -  placed at 11:32 am

  Sincerely,

  Corporate Customer Service

  Chicos Brands

• Initial Complaint

  Date:02/03/2025

  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.

  Order #*********.The package was supposed to be delivered on Monday. It is Friday and they have no idea where it is. Emails are not responded to - then I tried their chat and the girl told me to "go to the post office" - as though I have the free time in my day to just go stand in line for an hour at the post office to ask them where my package is? No, they should be contacting **** if the carrier they selected has not delivered my package. I asked for the chat representatives manager and she hung up the chat. At this point, I have to dispute it with my credit card company but really?What is going on at this company customer service wise? I don't shop with them routinely and for certain will not be shopping with them in the future. Inexcusable.

  Business Response

  Date: 02/04/2025

  BBB:
  
  As a follow up to the complaint submitted by ******** *****, we did receive a contact via chat. We are sorry that there wasnt an answer provided. The tracking shows it is being temporarily stored at UPS.  At this point we are not clear why her order is not being delivered. Since she is requesting a refund, we have processed a credit for $95.72 to her MasterCard. Please allow 1-2 business days for the credit to post.
  
  Sincerely,
  
  ******** *******
  Sr.Manager, Corporate Customer Service
  *** ******/LOFT

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22884429
  
  I am rejecting this response because: This does not address the multiple emails that were sent that the company has not responded to. Also my package is not being held at ***, it is being held at **** and I asked your company to call them to find out why. Please advise as to why that was not done as requested.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 02/05/2025

  As a follow up to the rejection by ******** *****, we are sorry to hear our response did not meet her expectations. We agree the email responses to her concerns could have been handled differently. We would have offered to process a refund and reorder. Once this issue was escalated to the BBB, we did attempt to call the customer to see if she wanted to replace the order but the phone number listed on her account and with the ******************** is not working. It is not our policy to follow up with *** and/or **** as she is requesting. As referenced previously, we already processed a credit for the order that she may or may not receive.
  
  Sincerely,
  
  Corporate Customer Service
  Chicos Brands 

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22884429
  
  I am rejecting this response because: I am not sure how it is not your policy to follow up with the carrier you used to find out where the package is if it is not delivered? That is simply poor customer service. I still have not received an email from **** confirming the refund, nor has the refund posted to my account. Overall, this experience shopping with your company has convinced me not to return.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:01/08/2025

  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.

  Placed order on 12/26/24 and received your order has shipped email on 12/29. I keep checking the *** tracking number and it still says that *** has not received package from shipper yet. Why would you send me an email saying you shipped my order when it is still sitting there over a week later?

  Business Response

  Date: 01/10/2025

  BBB:
  
  As a follow up to the concerns submitted by ******* ****, the customer has received follow up. We are resending the bra and appreciated the follow up. We are considering this resolved.
  
  Sincerely,
  
  Corporate *********************************

• Initial Complaint

  Date:01/02/2025

  Type:Sales and Advertising 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 #********* 12/30/24 placed order, items went on sale next day, they refused price adjustment

  Business Response

  Date: 01/03/2025

  As a follow up to the complaint submitted by ******* *******, we were able to work with the customer to adjust the transaction. The customer was appreciative of the follow up. 

  Customer Answer

  Date: 01/03/2025

   
  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:11/18/2024

  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.

  I have received promotional emails from **** but they offer no method to unsubscribe. I contacted customer service first by email - in which they informed me they can unsubscribe me but it will **** *-8 weeks for the emails to stop coming. I then called customer service and explained that 6-8 weeks was excessive and requested that they stop the emails in a more timely manner - such as most companies do which is several days. They assured me that they would remove me from the mailing list immediately but that was several days ago and the emails keep coming.

  Business Response

  Date: 11/18/2024

  BBB:
  
  We are sorry to hear the customer continued to receive marketing offers/emails.Please be aware, we have confirmed with our internal teams that the customer has been unsubscribed as of 11/15. It may take a few business days for the emails to permanently cease.
  
  Sincerely,
  
  Corporate Customer Service
  ******,****, WHBM

  Customer Answer

  Date: 11/19/2024

   
  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:10/29/2024

  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.

  I returned unused intact low quality merchandise to **** within their 60 day return policy, SOMS promised me a refund to the original form of payment (see screenshots) and now they changed the narrative stating that they sent me merchandise credit (see screenshot) but I want my $359.55 back! I told him I will not accept a merchandise credit because I want my cash back. I dont like their merchandise anymore.I have been a customer of this company for many years and now theyre doing this! Theyre basically giving me a runaround to refund my cash!Now ***** ************** (direct line) one of the SOMA managers is telling me to dispute it with ****************, so SOMA finance department will deal with ****************. Why dont they just refund me my $359.55 to my original form of payment (****** and ****************) and stop giving me the runaround!You can see that the merchandise was returned on time in my screenshots.Thank you in advance for your assistance with this matter.

  Business Response

  Date: 11/19/2024

  BBB:

  As a follow up to the complaint submitted by ******* ********, it appears a refund was processed to the customers ****** account. It does appear the customer disputed this with **************** but again the credit was processed to ******. We are considering this concern resolved.

  
  Sincerely,
  
  Corporate Customer Service
  Chicos,WHBM, Soma

• Initial Complaint

  Date:10/21/2024

  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.

  Formal Complaint Regarding Refund Discrepancies for Soma Orders #********* and #********* I am writing a formal complaint against Soma Intimates due to significant discrepancies in the processing of refunds for two separate orders, and poor customer service in handling these issues. Despite my efforts to resolve these through Soma's customer service, the refunds issued do not align with the amounts due, and the items were returned in accordance with Somas return policy.Order Details and Refund Discrepancies:Order 1 (Order Number *********):Placed on: July 28, 2024 Total Charged: $92.32 Items Kept: $28.80 (Vanishing Edge Cotton High Leg and Hipster)Items Returned: Returned unworn and unwashed within 30 days, well within the 60-day return policy.Expected Refund: $63.52 (calculated as $92.32 total charged minus $28.80 for items kept)Actual Refund Received: $30.42 Refund Discrepancy: $33.10 still owed Order 2 (Order Number *********):Placed on: August 27, 2024 Total Charged: $140.97 Items Kept: $39.94 **************** Ivory Tank, Brighton Stripe Sleepshirt)Items Returned: Returned unworn and unwashed within 20 days, well within the 60-day return policy.Expected Refund: $101.03 (calculated as $140.97 total charged minus $39.94 for items kept)Actual Refunds Received: $75.43 ($45.37 on August 30 and $30.06 on September 19)Refund Discrepancy: $25.60 still owed Issues and Impact:The incorrect handling of these refunds has not only led to financial discrepancies but significant personal inconvenience and dissatisfaction. The lack of proper response and resolution from ***** customer service has only compounded these issues, necessitating this formal complaint.Requested Actions:Immediate Review and Adjustment of Refunds: I request a prompt review of both orders and an immediate adjustment of the refunds to accurately reflect the items returned and an itemized breakdown showing how each refund amount was calculated, ensuring transparency and accuracy.

  Business Response

  Date: 10/23/2024

  In a review of O. ********* original purchase was during a buy 3 get 2 free promotion.

  Purchased: 3 pr cotton bikini ******* colors gray sku ************ $15.38, ******* **** sku 196534394989 $15.39, ******* speckle sku 196534394910 $15.39 total for 3 pr *** tax = $46.16

  2 pair free cotton hipster colors warm ***** sku 196534360175 and hush sku ************. value: $0.00 each pair for the promotion

  Purchased 2 pair cotton high leg same order colors black sku 196534249258 $15.39 and warm ***** sku 196534359629 $15.39 total 2 pr *** tax = $30.78

  Purchased 1 pr cotton hipster black sku 196534360106 $15.39

  Total order: $92.33.

  Returned at store: ************ $15.38, 196534360106 $15.39 ************* $15.39, ************ free pair, 196534394989 $15.39, 196534394910 $15.39  total refund should be: $76.94 actual refunded was $30.42. Missing refund to be processed today $46.52. We encourage customers that shop online to return using our return label to mitigate refund errors s***e our stores do not carry the same line as online. We apologize for this error. The refund was processed and an email was sent to your email address. Please allow 24 hrs for the credit to appear on your credit card  statemnt.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22446211
  
  I am rejecting this response because: my second order containing the pajamas that I purchased was completely ignored. I included the order number in my original complaint, but it was neglected in your response. The order numbers were #********* and #*********

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/19/2024

  BBB:
  
  As a follow up to the customer concern submitted by ***** *******, it appears that a refund was processed for $76.94 to the customers **** for the missing amount on 10/23/24. We are considering this resolved.
  
  Corporate Customer Care
  Chicos,WHBM, Soma

• Initial Complaint

  Date:09/26/2024

  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.

  Reached out to customer service, since I didn't receive one of my items in my order. I show the item hadn't shipped yet, so I asked for the item to be canceled. They told me it couldn't be canceled after the order was placed, which doesn't make sense. I was told by the agent that the item was backordered and it could be a minimum of 30 days. They have already billed for the item and not only do I not have the item, but I don't have that money either. They can cancel the order they just do not want to do it. They have terrible service.

  Business Response

  Date: 10/14/2024

  We apologize for any confusion or inconvenience the delayed shipped bra sku ending 644, the adobe rose wireless Embraceable bra has caused. 

  In a review of tracking for this item, sent separately from your other items, the bra was delivered on 9/30/24 at your mailbox at approximately 2:58 p.m. These tracking results is the information from your tracking 92612903033371573008270715 using the UPS website. If you didn't receive this garment please contact customer service for a refund.

   

  Monday, September 30 at 2:58 P.M. at IN/AT MAILBOX

  Customer Answer

  Date: 10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22338348, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Kris Castillo