Business Profile
Clothing
Faherty BrandThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
02/13/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had never purchased from Faherty before. I was interested in a final sale item which was non refundable or exchangeable. Before buying, I emailed them to ask if they would consider a size exchange only if I needed one and they said yes as a one time, first buyer kindness which I appreciated. I purchased the pants and needed to go up one size. I have now emailed them 4 times, as well as tried the chat and the phone number which both just route you to email. No response for about two weeks so now Im stuck with expensive pants that dont fit. Unethical to quickly respond to an email to make a sale then ghost your customer for an exchange you previously agreed to. Its a shame because the pants are great and since they are starting to go out of stock in other sizes I went ahead and bought the size I need.Customer response
02/23/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* *******Initial Complaint
01/13/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 12/26/2024 I went into the Faherty store to make a purchase. I made the purchase, and per my Legend VIP rewards status, I get free 2-day shipping. I did not receive the product after a week. Additionally, as part of the advertised rewards program, Faherty advertises that if you spend over a certain amount of money (I have reached this threshold) you get a $50.00 gift card and free gifts sent on your birthday. My birthday was on 12/26 and I have not received any of these. I sent an email on 12/30 regarding these issues and did not hear back. I sent another email on 1/7/2025 and have not hear back. I sent another email the morning of 1/13/2025 (Today) and have not heard back. I have tried calling and using the chatbox/submitting inquires multiple times and have not hear back As of today I have not received the package or any of the advertised rewards associated with Faherty's reward program. I am now being forced to dispute the charge on my credit card. Additionally, it is clear the Faherty's advertised rewards program is a scam to get customers to spend more for rewards which are not real. This level of fraud is troubling, and Faherty has been the most unresponsive and unhelpful clothing company that I have ever dealt with.Customer response
01/24/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******* ****Initial Complaint
09/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 8/15, I purchased an item in the *********, ** store to be shipped from my home. I was told it would arrive by 8.17 for a trip. It arrived after I left so I returned it to the ************, ** store on 8/30. After looking at the return receipt, I was only credited $127 despite being charge $139 for the item which included free shipping. The salesperson sent an escalated message to their back office to look into the matter so that I could get the $12 credit for the balance. He also had the Soho store send an escalated message for the balance due. There has been no response. The fact that they incorrectly refunded me the wrong amount and have no way to immediately correct this is ridiculous. I returned the item and they did not refund me the correct amount. This is a breach of contract. Their customer service is terrible. I would not recommend this business.Initial Complaint
09/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Refund has not been issued on an item returned on 8/13/24.Customer response
09/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***********************Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order with this clothing company online. Received my order, one of the pairs of $248 pants were completely see through, so I decided to return them. I tried to follow the return prompts on their website multiple times and was always unable to get a shipping label. I started emailing their customer services an it took WEEKS to get a shipping address/label for a return. At least 13 emails and multiple phone calls and a voicemail to get a response. I then sent the item back via ****** It delivered to them last week, I have proof of delivery. I have this week emailed four more times showing proof of delivery, I have also called their 800 number and left a voicemail again. They do not return emails, calls, or messages, and have not processed my $248 refund.Initial Complaint
07/22/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order number *******, did not receive a $99 pair of shorts (Navy Corduroy Shorts Size 6) that were supposed to be part of the order. I have called and they don't answer and I have emailed them numerous times with no response on their part. At this point I don't know what else to do to try and get refunded for this incomplete order. The order was placed 05/28/24 so I have been trying to contact them for 2 months with no response. Beyond frustrated with their customer service, or lack thereof more like it. They make it impossible to talk to anyone on the phone. The phone number just leads you to a dead end with no live person to talk to. So they tell you just to send them an email, but apparently they do not respond to those timely.Initial Complaint
06/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
To Whom It May ********** June 14th, 2024, I placed an order on the Faherty Brand website totaling $2,238.51 for clothing. As a first-time purchaser, I was offered a 20% discount on my order. However, upon completing the transaction, the discount was not applied. I immediately emailed the company to request an adjustment but received no response.The order was shipped in four separate packages. While three packages arrived intact, each containing one article of clothing, the fourth package was severely damaged and contained only one item which was also the incorrect item. Despite multiple attempts to resolve this issue via email and phone, I did not receive a response. After submitting several contact request forms, I was advised to file a claim with ****** the shipper. I provided numerous photographs and offered video evidence of the package's delivery condition. Additionally, I sent pictures of the packages I did receive as requested.I also sought to return the garments I received but have yet to receive a response to my emails. Despite numerous attempts to address these issuesthe missing and incorrect garments, the failure to apply the 20% discount, and the return processI have received no communication from the company.I am seeking a resolution to these matters and would appreciate prompt assistance.Sincerely,*****************Business response
07/05/2024
Customer reached out on Friday, June 14th at 6:53PM, requesting a price adjustment. Our CX is available Mon-Fri until 7PM. An autoreply was sent to indicate the message was received in our queue and would be responded to within 48 hours in the order received. The autoreply also requests that multiple messages are not sent consecutively before a response is provided as this can interfere with their place in the queue. On Monday, June 17th a separate message citing issues with the package was received.
From the moment this order was confirmed/received on our ordering platform the system automatically tagged the order as medium risk fraud. In these instances we still allow the order to proceed with its fulfillment process but we take precaution if the customer reaches out regarding any issues to their order, due to the fraud flag.
Due to the risk of fraud and the pending investigation regarding the high value of items reported missing we were not able to process a price adjustment on the original order until the claim gets resolved with the carrier. We maintained communication with the customer and made every effort to ascertain details regarding the situation and showed a willingness to come to a solution. Our responses to their outreach has been insufficiently represented in the customers claim/screenshots provided.
On June 20th after continuous follow up from our team the customer mentioned, I ended up going in store to find some of the pieces I was looking for which was helpful. As it seemed an additional order was placed in store we were hopeful to be able to honor a 20% price adjustment. However, we were not able to locate the order. Customer could not confirm the purchase and we were not able to move forward with the adjustment.
The associate initially assisting our customer suggested they keep the incorrect item as to not cause further inconvenience.
Additionally, we have not received any phone calls from the phone number listed on the order/customer profile: **********
We asked to verify the phone number they were calling from and the CX phone number they were reaching out to ***********) but customer failed to provide this information.
We did provide a pre-paid return label to send the following items back to us for a refund. These items were just received and processed at our HQ and the refund has been issued back to the original form of payment.
Short-Sleeve Cabana Towel ***** Shirt - Scenic Volcanic Island size ***
Short-Sleeve Cabana Towel ***** Shirt - Ivory Storm Stripe size ***
Cabana Towel ***** Surf Stripe Polo Shirt - Stormy Sky size ***Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I return merchandise using the label that FAHERTY sent me. I tracked it and saw that they received it a while ago. They still have not processed my refund and continue to ignore my emails. I have tried calling, leaving messages, I even left messages on their ******** and Instagram. This continues to get ignored. I would like my refund immediately.Business response
06/18/2024
In response to ***** Pers complaint: Although the tracking ID indicates the parcel was delivered, upon investigation no Faherty Brand merchandise was contained within the package. Our customer experience team responded and made her aware that the refund would not be issued until our returns director completed the investigation. Even though the items could not be located at our warehouse we honored a full refund back to the original payment method. These funds should be reflected on the customers paypal/credit card associated with her paypal account.Customer response
06/18/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***************Initial Complaint
01/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a pair of linen pants from Faherty Brand on July 15, 2023 for $125.80 plus tax (order #: *******). Four months later, after wearing them a few times and probably washing them twice or three times they were worn through in a many places with sizable holes in the fabric and are wearing very thin in several others. The pants are unwearable. See the attached image. I contacted the company on November 28, 2023 requesting a refund, credit, or a replacement item. I followed up three times via email and once with a phone call (couldn't speak to anyone directly, left a message) and have not heard back from the company. I am disappointed with the very poor quality of the product and their exceptionally bad customer service and would like my money back.Customer response
01/14/2024
I have not heard from the business in response to my complaint.Initial Complaint
06/29/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Faherty Brand product through Faherty's ******** platform. I returned the product as instructed to Faherty and received acknowledments from Faherty that the reurned product was received and payment should be refunded. This was around April 17th, 2023. Faherty claims they processed the refund but first needed to recoup my payment through their ******** platform before payment could be redirected to back to me. I have made multiple requests from Faherty for the refund and they basically said they have been having issues with their ******** distribution process and they can't do anything else to return my money.
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Customer Complaints Summary
11 total complaints in the last 3 years.
8 complaints closed in the last 12 months.
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