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Business Profile

Clothing

Polomano

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 75 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:05/02/2024

    Type:Product 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.
    Purchased a jacket from this online store Polomano 3.21.23 paid the amount below and never received the item. Per email contact with store rep, giving all kinds of excuses up to date there is a technical issue with their system and cannot process a store credit. From reading other complaints from BBB this is a scam. Please review email attachments.

    Business Response

    Date: 05/03/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 05/08/2024

    Just want you to be informed that this issue have not yet been resolved per reply from the business.  *** read this reply from other complains and many of them has the same reply.  As you can see the reply from the business reads to allow 3-10 days for the refund and that is the time frame that will close out my complaint to BBB.  Its been 5 days and I have not heard anything from the business on how they will refund me.  I just want to keep you in the loop that on the 13th of this month will be the 10th day and you should hear from me again.  Thank you

    Customer Answer

    Date: 05/08/2024

     
    Complaint: 21658686

    I am rejecting this response because:

    Just want you to be informed that this issue have not yet been resolved per reply from the business.  *** read this reply from other complains and many of them has the same reply.  As you can see the reply from the business reads to allow 3-10 days for the refund and that is the time frame that will close out my complaint to BBB.  Its been 5 days and I have not heard anything from the business on how they will refund me.  I just want to keep you in the loop that on the 13th of this month will be the 10th day and you should hear from me again.  Thank you

    Sincerely,

    ***********************

    Customer Answer

    Date: 05/13/2024

    Today marks the 13th calendar day for this complaint.  Again, this fraud company requested to allow them 3-10 business days to refund me the total amount paid to them so that way you may assume that it is taken care of by today.  They have not refunded me yet what else can you do to assist me further?  

    Thank you

    ********

    Business Response

    Date: 05/27/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 05/28/2024

     
    Complaint: 21658686

    I am rejecting this response because:
    Same piece of s*** message from when I first made this complaint.  No refund received.  All BS.  
    Sincerely,

    ***********************

    Business Response

    Date: 05/30/2024

    Hello there, 

    We have some problems with the transactions and we are currently not able to refund the order but there is a solution. 

    Please contact your bank and open a dispute for the charges. That way your bank will be able to refund you the money. These kind of disputes are harming our business, we get a fee when they refund the money, but we are willing to pay the as this is the last option we can offer as we tried everything to send your payment back to you.

     

    We hope that with this explanation, we can show that your satisfaction and trust is the most important to us. 

    Thank you for understanding, 

    Customer service

  • Initial Complaint

    Date:04/26/2024

    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.
    Bought winter jacket during the winter, spring arrived and still did not receive my jacket. Had multiple correspondences with their representatives who assured me that the item would be sent. After months of not receiving item I finally I assumed that they simple did not have the item in their inventory anymore, so I made the mistake of accepting store credit. Again, I got sucked into buying extra items from said store, and paying even more money. 1 month later and there is still radio silence about new items purchased. These guys are predators.

    Business Response

    Date: 04/29/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

  • Initial Complaint

    Date:04/12/2024

    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.
    I ordered multiple shirts from Polo Mano totaling $160 plus shipping in October of ******************************************************************************************** they are having issues with shipping I have requested my money back on multiple occasions but they just ignore it

    Business Response

    Date: 04/15/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 05/07/2024

    I still havent received my refund from the company 

    Business Response

    Date: 05/09/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

  • Initial Complaint

    Date:04/02/2024

    Type:Product 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.
    Made an order on Polomano website on July 13, 2023 in the amount of $272.95. Items never shipped. Order #*****.I reached out to Polomano several times, each time they asked me to be patient. Finally in November I requested a full refund and received an email from Polomano saying I received a full refund. However. Polomano never sent me a refund nor credited my payment card. I opened a dispute with my credit card company, but responded that too much time has passed. I have since reached out to Polomano 3 times (*****, 1-25, 3-29), each time I get a response that customer support is waiting to hear back from the finance department. I would just like a refund.

    Business Response

    Date: 04/18/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 04/26/2024

     
    Complaint: 21521182

    I am rejecting this response because: Refund has not been received.  I will happily accept a refund if it is sent.

    Sincerely,

    *****************************

    Business Response

    Date: 05/08/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

  • Initial Complaint

    Date:03/18/2024

    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.
    I purchased two pair of jeans September 20, 2023. To date the order has not been fulfilled. One of the emails received said "we are having issues fulfilling your order at this time, thanks for your understanding." The phone number the company publishes is a non-working number. It does not ring and once it does, it goes dead and it says 'the call cannot be completed.' I have emailed Polomano several times and every time I get different answers. Months ago they gave me a small credit for the inconvenience. Last email said, 'everything is working more smoothly now and you will receive your items soon.' I have asked for a refund and nothing yet. I am at a loss for words about this company!

    Business Response

    Date: 03/20/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

  • Initial Complaint

    Date:03/02/2024

    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.
    This site is a SCAM. I placed an online order with polomano.com last year around this time (Order #******) which was never shipped and about which I received no updates or tracking information. After a month or so, having received no updates or info I decided to cancel the order and seek a refund. The only option offered was to receive store credit. 12 days ago I decided to try to redeem the store credit. I placed an order (Order #******) for which almost the full $61.98 of credit I had was redeemed. Since then I've received no updates other than the original order confirmation which was received when the order was placed. This is highly unusual in this time of having so many places to order from online. It's rare to have even 5 days pass without receiving any updates. After reading a number of reviews and other reports to the BBB, I see now that this site must be a SCAM. They take peoples' $$ when orders are placed, never ship them, and only offer store credit when refunds are requested. I suspect the store doesn't even exist; it's only an online front used to collect money for products that consumers will never receive. They need to be stopped, but first I need my $61.98 back immediately.

    Business Response

    Date: 03/04/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

  • Initial Complaint

    Date:03/01/2024

    Type:Delivery 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.
    On March 31, 2023, I purchased 2 clothing items as well as shipping protection for a total of $46.17. The business committed to shipping the products within 2 weeks and I should have received them almost a year ago. I tried to contact the business to no avail. They dont answer messages sent through their site and they dont pick up the provided phone. On their website, I can see the following information: ORDER #************* on March 31, 2023.Payment Status:Paid Fulfillment Status:Partial

    Business Response

    Date: 03/04/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 03/04/2024

     
    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:02/28/2024

    Type:Delivery 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.
    Purchased a shirt for $51.74 from this company, Polomano, on 6/18/23 (Order #: ******); was not provided with shipping tracking information at that time, but was told delivery may be delayed due to Covid. Still had not received item by 7/27/23. Contacted company regarding this issue, at which time they provided generic response with link to an unusual package tracking website, however no tracking number provided in email, was told to allow 1-8 weeks for delivery. Item never arrived. Contacted company again on 2/20/24 to resolve issue, received same generic response and phony tracking link without number as before. With further inquiry and request for a refund, only generic responses are provided with no real attempt to remedy situation. This company is clearly a scam and should not be allowed to advertise on ********* where their advertisement was originally seen.

    Business Response

    Date: 02/29/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 02/29/2024

     
    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:02/16/2024

    Type:Product 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 order a pant online from *********************************** until know I didnt receive any thing about my order.I email them for refund I dont get response even their phone isnt working

    Business Response

    Date: 03/04/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 03/14/2024

    I dont receive any refund even I dont get any response from them 

     

    Customer Answer

    Date: 03/14/2024

     
    Complaint: 21301692

    I am rejecting this response because:

    I dont receive any refund even I dont get any response from them



    Sincerely,

    *********************

    Business Response

    Date: 03/15/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in 3-10 days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

    Customer Answer

    Date: 03/15/2024

    Still I dont receive any email from them 

    Customer Answer

    Date: 03/15/2024

     
    Complaint: 21301692

    I am rejecting this response because:

    Still I dont receive any email from them


    Sincerely,

    *********************

  • Initial Complaint

    Date:02/06/2024

    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.
    I ordered a pair of shorts from this company back in July. They never shipped my product after paying, and when inquiring they kept stating they would be sent. Never recieved them, so started requesting refund and their automated customer service emails are nonsense. They claim they cannot refund the Credit Card used for the purchase and never tried to contact me in any way that I could respond. This company *****.

    Business Response

    Date: 02/07/2024

    Hello BBB team, 

    Thank you for bringing our attention to this matter. 

    We have checked on the orders and sorted out the matter. 

    Our team is sending the customer a refund for the full amount paid for the order. This refund should reflect on the payment method in **** days.

    If it does not, please contact us so we can check on the issue. 

    In case we can provide you with any further information, please let us know. 

    Customer service Team

Polomano is NOT a BBB Accredited Business.

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