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:03/12/2025

  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 placed an order for boots on February 15, 2025, and have not received my item. I received one email that said my item was shipped, however nothing has arrived. When I try to contact the business I do not receive a response.

  Business Response

  Date: 03/18/2025

  Hello,

  Thank you for reaching out in regard to your concern. I am sorry to hear that your order was lost by the carrier while in transit. I see that you were working with one of our team members on a claim with the carrier and have since been refunded in full for this order. I do apologize on how long it took to hear back as the claims process can take up to 10 days for us to hear back from the carrier. Please reach back out with any additional questions or concerns. Thank you.

  Sincerely,

  *******

  BHFO

  Customer Answer

  Date: 03/19/2025

   
  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:02/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased a pair of shoes from ****** and it shipped them back within a timely fashion. They were simply worn around the house to make sure that they were acceptable for me to wear and they werent so I took them back. They are saying that they were used and they wont give me a refund and then they kept my shoes I had to request to receive my shoes back and you want aprepaid label for me to ship me my own shoes back then we will not give me my refund. I was simply like one of the other done not at my expense. I have contacted ****** twice to help me and they havent been able to figure it out either.

• Initial Complaint

  Date:01/28/2025

  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.

  My order# is **************. I placed an order for 7 dresses with BHFO on **** on 9/2/24 for $273.39. All the dresses were advertised to be brand new, with tags. However, what I received was significantly not as described. All of the dresses were heavily used, soiled, ripped and had noticeable odor. Seams and beadworks were coming apart. Clearly, this was not advertised within their **** listing description or images. I contacted the seller immediately upon receiving the package on 9/6 for a resolution. The seller did not respond until days later with an unhelpful automated response. I waited for a resolution and the seller stalled by being non-communicative. They finally responded with a partial refund of $20.06 if I kept 4 of the dresses and returned the rest. The seller finally sent me a return shipping label for the remaining 3 dresses after weeks of going back and forth. I sent back the dresses for a refund of $136.82. *** tracking# 1ZE660299093531108 shows confirmation of delivery. It's been weeks now and the seller have refused to process the refund. BHFO have been uncooperative and is still operating under bad business ethics. All of the items I returned have been relisted on BHFO's **** store as of this date. I am requesting for a full refund for the items I returned. Additional information is available upon request.

  Business Response

  Date: 02/07/2025

  Hello,

  Thank you for reaching out in regard to your concern. Our team has reached out to the customer in regard to this order and we were able to get the customer refunded outside of **** as **** only allows sellers to refund the customer up to 90 days after an order is placed. I do apologize for any confusion around the return time frame. I see that the customer reached out to us September 6th, 2024 after business hours and we responded to their messages the next business day, September 9th, 2024. We informed the customer that we were going to have all the information she provided to us reviewed. On September 11th we provided a return label to have all the items in question returned for a full refund.

  The customer then requested to keep a couple dresses for a discount. It took time for the customer and ******************** to come to compromise on the customer keeping a couple items for a discount and returning the remaining dresses. On all of our **** lists we provide our customers information about what it is we sell and what they can expect of the items they purchase. We are a outlet and some of our items have been for sale in a retail environment and can show signs of being tried on and handled.

  BHFO's return window doesn't change because we issued the return label instead of **** issuing the return label. The 30 day return window is set by us, BHFO and provided on all of our listings. Please feel free to call us at ************** Monday-Friday 7:30am-4pm Central Time with any questions.

   

  Sincerely,

  BHFO

   

  Customer Answer

  Date: 02/16/2025

   
  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,
  
  ******* Le

• Initial Complaint

  Date:01/23/2025

  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.

  On 1/2/25, I ordered a 2 piece skirt and jacket suit set from BHFO. On 1/12/25, I received a 2 piece pant suit from BHFO in a completely different style. Naively thinking that BHFO had made an honest mistake, I reordered the correct item plus 4 additional items on their website, because I didn't want the original item to sell out and they had a sale. I then proceeded to immediately contact BHFO with photos of the incorrect item, as well as the BHFO tags attached, and the packing slip, but they never responded to me and as of today, nearly a month later, I haven't received a single response from them. I have emailed BHFO on 1/12, 1/13, 1/15, 1/18, 1/20 and 1/22 and have informed them of their mistake, asking for a refund. I also still have not received the second order I placed on 1/12/25, although the tracking number shows that it arrived in ******* a week ago. Please note that we have not experienced any weather events or snow storms during this time. Now I fear that once I receive the second order (if I do), I will learn that I was scammed on the second order as well. When I placed the order, I didn't know they were an unresponsive company or else I would have never ordered again. Reading their complaints on BBB which follow a pattern of sending the wrong items and then not responding to their customers, I fear that I have lost over $200. As of today, 1/23/25, and after having contacted BHFO 6 times using both their email address and their online contact form, I have not received a single response. I'm hereby requesting a full refund including the shipping cost for both orders.

  Business Response

  Date: 01/28/2025

  Hello, We apologize for the delay in getting back to the customer in a timely manner. We have reached out to the customer by phone and provided return labels for both orders. The customer will receive full refunds for both orders including the original shipping. The customer opened a charge back with her bank for the first order and it has been accepted on our end. Please reach out with any additional questions. Again our sincere apologizes for our error.

  Sincerely,

  BHFO

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22849000
  
  I am rejecting this response because as of 1/29/25 I still have not received the promised refunds so I would like to wait until I've actually received the refunds before I close my complaint. 
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/10/2025

  Hello, following up on this as the refunds were processed on January 23rd and the items haven't been returned. After speaking with the customer on the phone she agreed to return both orders with the refunds being processed. Please return both orders as they have been refunded. I have provided the return labels here just incase the others were missed placed. Thank you for your help with this. 

  Sincerely,

  BHFO

• Initial Complaint

  Date:01/21/2025

  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 am filing this complaint regarding a recent order I placed with BHFO. I paid $130 for next-day shipping on an item, and the company failed to fulfill the service as advertised.The order was placed on 1/19 and marked as shipped on 1/20, but I was later informed that because 1/20 was a holiday, the package was not picked up by the carrier until 1/21. As a result, the item will not arrive until many days later, which clearly does not meet the next-day shipping promise.I understand that holidays may affect carrier operations; however, **** did not disclose this information at the time of purchase. I would not have paid such an exorbitant fee had I known the delivery would be delayed. The companys customer service has refused to offer a refund or partial reimbursement, which I believe is unfair given that they failed to deliver the service I paid for.I am seeking a partial refund of the $130 shipping cost as compensation for this delay and the misleading nature of their service.

  Business Response

  Date: 01/23/2025

  Hello, Thank you for reaching out in regard to this concern. We are so very sorry for any confusion around our shipping policy. On our Shipping & Delivery page of our website it does outline that orders placed after 1:00 PM CST won't ship that same day. And because the following day was a holiday it didn't ship the next day as well. It is currently standard practice once an order is fulfilled and placed on the carriers semi our team marks them shipped on our end. If this wasn't a holiday the carrier would have picked up this load and it would have been in transit. The carrier did pick up this order along with others the following business day January 21st, 2025.The carrier noted on their tracking information that this package experienced a sortation delay. Because of this the package won't be delivered until today, January 23rd, 2025. We have provided a partial refund as requested in the amount of $70.29. Again our sincere apologies for this error.

   

  Sincerely,

  ******* *.

  BHFO

• Initial Complaint

  Date:12/17/2024

  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.

  Good day,I have reached out to BHFO because they sent me the wrong item. I ordered a brown shoe but they sent me a black shoe.I would like to return the order and receive a full refund.They have proven to be unresponsive as seen in the attachment.

  Business Response

  Date: 12/27/2024

  Thank you for reaching out. I am so sorry for the delayed responses. We typically are able to respond to all messages in 1-2 business days, however during the holidays it can take 2-3 business days with the increase in messages we are getting. I do see the same day you were refunded for the order that was lost by the carrier ****** had sent an email that they were unable to locate the order and she was refunding it in full. I am sorry if this was missed or you didn't receive it.
  
  My apologizes for the issues you have been having with your orders lately. The shoes you received incorrectly we provided the pre-paid label and have received them back and refunded your order in full. Including the shipping and insurance purchased on the order. I have attached the refund information and our previous emails.
  
  You can call us directly at ************** Monday-Friday between 7:30am-4pm Central Time with any questions to get a faster response.

   

  Sincerely,

  BHFO

  Customer Answer

  Date: 12/27/2024

   
  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:12/13/2024

  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 contacted them multiple times to return an item where I received the wrong size. I ordered a size 6, and they sent a size 9. They will not respond to me to resolve this issue.

  Business Response

  Date: 12/13/2024

  Thank you for reaching out with this concern. We apologize for the delayed response. We are a small team and we are in peak holiday. It is taking us a bit longer in our response times than we would like. We did just send a pre-paid return label to send the boots back for a full refund. We also responded to the original email chain and I have provided all of this information in the attachments above. Again our sincere apologizes in the delayed response.

  Sincerely,

  BHFO Team

• Initial Complaint

  Date:12/09/2024

  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 ordered two pairs of rag & bones jeans from Bhfo on 11/7/24. Both represented as new with tags. I received two pairs on 11/13, one as described the other mislabeled, used, with tags in the pockets, and a rip across the back. I sent photos and got a return merchandise label. They received the damaged jeans on 11/18. I heard nothing back and no credit on my card. On 12/4 I emailed asking for the credit status. On 12/6 I received an email stating sorry, these are not the jeans we sent. No, they were not the jeans I ordered. They were most definitely the jeans Bhfo sent.

  Business Response

  Date: 12/12/2024

  Thank you for reaching out. Reviewing this information I see that these jeans were returned to ** and because they were returned with out the BHFO tag the returns team was unable to confirm we provided this item to the customer. These jeans were only sent to this one customer and were not an item from a previous return. The item came back in a pre-owned condition. After the customer reached out insisting that these are the jeans he received we decided to refund the item in full with the possibility the item could have been overlooked in our QC process when we initially received it. We apologize for the inconvenience.
  

  Sincerely,
  
  BHFO

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22652425
  
  I am rejecting this response because:

  Bhfos response implies that I, the customer may have conducted nefarious business. I received a used, mismarked, damaged product. I flagged this the day I received the Bhfo shipment. I do not appreciate the language used in bhfos response to my bbb complaint ( the possibility that they may have s not me the damaged goods.) I had to go through a rma process, a long delay, a denial, and outreach via bbb and social media to obtain a refund  

  Bhfo, it would be better if your response here was similar to the sincere apologies sent to me via ******** messenger ( directly pasted): 

  Hi ***, I did send this information to be reviewed further. When we send items out they usually have our tags attached to them. When the returns team got these back because these did not have any of our BHFO product tags on the item. The team assumed the item was intended to be returned to a different seller. It happens quite frequently. We believe these were sent to us in this condition from the manufacture/brand owner by mistake as you were our only customer we shipped this item to. They believe this item was incorrectly received and should not have been sent. Our sincere apologizes and they are processing the refund now for this. You should see an email shortly. Please let me know if we can assist any further. Thank you.

  Sincerely,
  
  *** *****

• Initial Complaint

  Date:09/30/2024

  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.

  They will NOT permit returns even when they have mis***resented the size of an item.I ordered ***** ******** jeans that were ***resented as being a size 26.The jeans they delivered were a size 25 (as listed on the tab in the jeans. I immediately tried to get a return ******** took several days of constant emailing to get someone to respond. The customer service *** said "Send me proof"!I emailed BHFO several pictures of the ***** tap which listed 25 and the BHFO tag which listed it as a 26 and the online ad which listed it as a 26.The customer service *** said that they had to get in touch with a ********** was two days of calling/emailing and now it is two weeks later and I do not have the return label for the jeans.They made a mistake. Then, they lied about the return policy. They mislabeled and mis***resented the item. I am out almost $100 because they make you pay for shipping.This is a fraudulent activity from a company. I do not recommend ANYONE purchase ANYTHING from this online store.I still am waiting for some customer service manager to send me a label to return something they sold by misleading me about the ********* of experience: September 28, 2024

  Business Response

  Date: 09/30/2024

  Hello, Thank you for bringing this to our attention. We are typically able to respond to messages within 1-2 business days however fell short on this occasion and are deeply sorry. After receiving this information we have provided the customer a return label to send the item back to us. We have already refunded the original shipping charged and waived the return fee as the item was not as described. I have attached documentation of all of the steps taken to make this right. I apologize again for this inconvenience.

  Sincerely,

  Jessica

  BHFO

• Initial Complaint

  Date:08/05/2024

  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.

  BHFO steals money from customers by not refunding returns per their return policy. I purchased two pairs of boots from BHFO through Amazon. I returned both of the pairs of shoes brand new unworn and in original packaging, within the allotted return time frame. This was done through two separate return requests, about a week apart. I was given a refund for the first pair of boots (shipped under tracking # 1Z C1G 214 90 5192 4546) but was never refunded for the second (shipped under tracking # 1Z C1G 214 90 5506 9553), even though both tracking numbers show delivered. I have attempted to get in contact with the company and have had no response. I disputed this charge with my credit card, and BHFO had the audacity to tell my credit card that I was owed only a partial refund for the one pair of boots. It has been 5 months, and I am still owed $104.22 from this BHFO for the item I returned to them that shows it was delivered.

  Business Response

  Date: 08/05/2024

  Hello, Thank you for the email. Looking into this order I show that the order has been refunded for both items. The only thing not refund on the order was the original shipping charge and some of the taxes. Per our policy we do not refund original shipping and Amazon handles taxes. I have attached screenshots showing what has been refund and what has not been refunded. If any of the funds showing were not provided to the customer it would be on Amazon. As the 3rd party we tell Amazon to refund and they provide the refund. Please don't hesitate to reach out directly to us at *************************************** and **************.

   

  Sincerely,

  *******

  BHFO