Online Retailer
Naadam Inc.This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 48 total complaints in the last 3 years.
- 17 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/27/2025
Type:Delivery IssuesStatus: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.
Ordered a cashmere sweater online and it was not as pictured so I emailed company to get a refund and pay shipping costs. They agreed. And now they are saying it was part of a sale and I can't get a refund.Customer Answer
Date: 02/27/2025
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 and the matter has been resolved.
Sincerely,
** *****Initial Complaint
Date:02/12/2025
Type:Product IssuesStatus: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 the purachse within days of receiving it, the size was much too large. I used the shipping label the company provided. I followed up with email and they said it would take 7-10 business days for the credit to appear on my credit card. They never gave me a refund even though there is a tracking number that confirms delivery to their warehouse location. The charge is ******Business Response
Date: 03/06/2025
Hi ****,
Thank you for reaching out and sharing your feedback. I sincerely apologize for the delay in your refund. After reviewing your case, I see that a chargeback was opened on 12/18/24, but the return was not in transit until 12/29/24. Due to the open chargeback, we were unable to process the refund at that time. Once the chargeback was closed, we issued your refund of $445.84 on 2/12/25.
If you dont see this amount reflected in your account, please contact us directly at ******************************** and wed be happy to assist further. We truly appreciate your patience and your feedback as we continue to improve the NAADAM customer experience.
Best,
The NAADAM ************* TeamInitial Complaint
Date:01/27/2025
Type:Delivery IssuesStatus: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 #****** on the ************************* website for some products. At the time a promotion was displayed on the website and in the cart for a free $50 gift card. I received the products but never the gift card.I have sent multiple emails about this issue over a long period of time with requests for help. I have never received a response. Because I did not receive a response, I filed a dispute with my credit card company for $50 of the $217.48 total, saying not all products were delivered. Naadam told the bank all products were actually delivered so the dispute was denied. I have emailed them again since, and even went to the store, who said they cannot help with online transactions. Still I have not had any successful contact with Naadam myself. Id like them to just respond and abide by their own promotion.Customer Answer
Date: 02/25/2025
At this time, I have been contacted directly by Naadam Inc. regarding complaint ID ********, however my complaint has NOT been resolved because:
[Your Answer Here]
Still working to resolve complaint
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** *******
Business Response
Date: 03/06/2025
Hi *****,
Thank you for taking the time to share your feedback about your recent order experience with NAADAM. I truly appreciate your patience, and Im so sorry for the delay in getting back to you.
After looking into your inquiries, I only see one message from you, which our team responded to. If you had sent additional messages that didnt go through, I sincerely apologize for any frustration that may have caused.
Regarding your $50 gift card, it looks like there may have been some miscommunication. If you havent received it yet, it should have been sent in a separate email. To make sure you get what was promised, Ill be reaching out to you directly to get this sorted as soon as possible.
Please keep an eye out for my emailI look forward to making this right for you!
Best,
The NAADAM ************* TeamCustomer Answer
Date: 03/11/2025
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 and the matter has been resolved if I am indeed emailed a $50 gift card.
Sincerely,
***** *******
Initial Complaint
Date:01/13/2025
Type:Service or Repair IssuesStatus: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 ordered a sweater, paid $154.45; Returned and was notified the return was accepted and a refund of $136.33 was forthcoming. That was 6 weeks ago. I have contacted the business several times with no luck getting my refund.Customer Answer
Date: 02/11/2025
Better Business Bureau:
At this time, I have not been contacted by Naadam Inc. regarding complaint ID ********.
Sincerely,
****** *******Business Response
Date: 03/06/2025
Hi ******,
Thank you for reaching out and bringing this to our attention. I sincerely apologize for the delay in processing your refund. Were working with our team to ensure its issued as soon as possible.
Please keep an eye out for a confirmation email from us soon. We truly appreciate your patience and understanding, and were here if you need anything else.
Best,
The NAADAM ************* TeamBusiness Response
Date: 03/26/2025
Hi ******,
This has been resolved and an email has been sent to you as of this morning addressing this issue. We sincerely apologize for the delay and the inconvenience this has caused.
If you have not received the email from us or the refund confirmation, please let us know here as soon as possible.
Thank you,
NAADAM ************* Team
Customer Answer
Date: 04/01/2025
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 and the matter has been resolved.
Sincerely,
****** *******
Initial Complaint
Date:01/02/2025
Type:Delivery IssuesStatus: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 made a purchase on November 19, 2024 anticipating that it would arrive before Christmas. It was roughly two weeks after my purchase that I emailed the company inquiring about my order when I was told they didnt have an ETA. I then received a generic email a few days later noting that due to high demand they were trying to fulfill orders prior to Christmas. I had to follow up with them again and they noted they would send the order the week of December 16th with two day shipping so it would arrive before Christmas. This didnt happen because there was ALLEGEDLY a power outage in their warehouse. They have not given an updated *** for my order.They initially offered and provided me with a 20% refund. They then noted they would give me free two day shipping. I have received an email giving me a 30% discount on future orders that expires on Jan 24th. This is beyond unacceptable- I want my order. Its been OVER a month and have no information about when Ill receive it. Luckily I made alternative arrangements for Christmas 2024 and will have these orders ready for 2025 its honestly shocking how theyve gone about this entire situation. Please remedy.Customer Answer
Date: 01/08/2025
Better Business Bureau:
The business never responded but I did receive the two items. I will be closing this complaint.
Sincerely,
****** *********
Initial Complaint
Date:12/26/2024
Type:Product IssuesStatus: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 am filing a complaint regarding Naadam Cashmere's misleading refund policy and poor customer service.After purchasing items during their Cyber Monday promotion, I found no clear indication on their website or return portal that refunds would not be issued for returns. Due to a change in my financial situation, I returned my entire order and explicitly requested a refund through their return portal. My request was accepted without issue, and I mailed the items back as instructed. However, instead of a refund, I was issued a gift card, which I cannot use.This policy was not transparently disclosed and appeared purposefully hidden during the promotion, leaving me feeling misled and unfairly treated. I request that Naadam issue a full refund for my returned items and improve their communication to ensure customers are fully informed about refund policies at the point of purchase and during returns.Thank you for your assistance.Business Response
Date: 03/06/2025
Hi ******,
Thank you for taking the time to share your feedback. Im sorry to hear that your ordering experience with NAADAM did not meet your expectations.
Our Cyber Monday promotion items were marked as final sale, exchange only, as stated in our disclaimers and FAQs. When you initiated your return, two full-price items, which were not part of the promotion, were eligible for a refund, while the other items were processed for store credit since an exchange was not selected at the time.I see that you reached out on 12/12/2024 requesting a refund instead of store credit, and your request was escalated to our Leads for approval. I sincerely apologize for the delay in response on our end, as our team experiences higher volumes during peak seasons, which can unfortunately cause delays. While your refund was ultimately approved, we were unable to process it due to the chargeback filed on 12/29/2024. Additionally, I see that the store credit gift card you received was used to place another order on 12/21/2024. In the end, you won the chargeback, and a full refund of $843.79 was issued while $662.44 of the store credit was also used.
Im sorry this experience wasnt a positive one. We strive to improve our customer experience and truly appreciate your feedback. Please dont hesitate to reach out if you have any further questions.
Best,
The NAADAM Customer Care Team
Initial Complaint
Date:12/17/2024
Type:Product IssuesStatus: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 eight items (all intended to be gifts) from Naadam on November 23rd, 2024. I was promptly charged $1345.35 for these gifts. Naadam emailed me to confirm that the items would be shipped within 3-7 business days. I ordered these gifts in advance of the holiday season to ensure items would be in stock and shipped with ample time ahead of the holiday gift giving season. It is now December 16th and the items still have not shipped. I have written to Naadam customer service at least a dozen times -- most of my inquiries have gone unanswered. The two times I received a response, the responses indicated items would be eventually be shipped, but when I asked for specific details, no additional information was ever provided. I tried to find a phone number for customer service, but read that all correspondence must be conducted via email (as stated, most emails go unanswered). I then tried to contact Naadam via ******** messenger (the Company does not allow public posting on its social media page, private messaging is only channel available). I received a response indicating they would contact customer service for me. Still, no resolution or solution. In the interim, I logged into their website and the eight gifts I ordered (which were in stock at the time of ordering) now all appear to be out of stock. I have asked repeatedly for an update on status and the Company has gone silent. In fairness, I will add that when I first emailed customer service, they acknowledged their delay and poor service and gave me a refund on my purchase in the amount of approximately $200. However, I am still out more than $1100, I have not received any of the items I ordered, and no one is responding to me. I now don't have gifts for eight people andneed to restart my holiday shopping at this late date -- and of course I am concerned about the loss of more than $1000 for items that were never shipped.Business Response
Date: 03/10/2025
Hi ****,
Thank you for bringing this to our attention. I sincerely apologize for the delayed follow-up on our end. Upon reviewing our correspondence, I see that we reached out to you on 12/19/2024 to apologize for the delay and offer a gift card for a future NAADAM purchase, as a discount had already been applied to your order. While I see your order arrived in time for Christmas, I completely understand the inconvenience and frustration this delay and the poor communication caused.
We truly value you as a NAADAM customer, and we appreciate your feedback. If you haven't received the gift card or if there's anything further we can assist you with, please dont hesitate to contact us at ******************************************************.
Best,
The NAADAM ************* TeamInitial Complaint
Date:12/11/2024
Type:Product IssuesStatus: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.
Details: -Date of Transaction 10/06/2024 for 3 Cashmere Sweaters from SP Naadam Inc. NY. **. ***. -Purchased of $498.13 with a credit card. -Defective products with insect larvae -Returned within the return refund policy date policy date of 11/04 by **** overnight delivery with proof of receipt by NaaDam on this date. - No credit refund by Naadam within their overall timeframe for processing of customer refunds with a 25 day period for proecssing and issuing a credit to the card orginally charged.Customer Answer
Date: 01/01/2025
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 and the matter has been resolved.
Sincerely,
****** *****
Initial Complaint
Date:01/29/2024
Type:Product IssuesStatus: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.
Received item 1/20 cashmere sweater. Wore the next day for 4 hours - poor quality, pilled and fluffy. Emailed company for refund, they never answered. No company phone number. Went to their one store in *** (1/23), they refunded sweater, not shipping, told me to email co re: shipping. Wrote to company re: refund of shipping their poor quality shouldnt come at cost to me. They never wrote back. Horrible product, not good business.Business Response
Date: 03/10/2025
Hi ******,
Thank you for reaching out, and my sincerest apologies for the delayed response. Unfortunately, I dont see any emails in our inbox associated with your order number or email address.
Regarding our return policy, were unable to issue refunds on shipping costs. Returns and refunds are only available for merchandise that falls within our return guidelines.
I apologize for any confusion this may have caused. If theres anything else we can assist you with, please dont hesitate to contact us at ******************************************************.Best regards,
NAADAM Customer CareInitial Complaint
Date:01/22/2024
Type:Product IssuesStatus: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.
Company took forever ti resolve a return issue and now return period has "expired" and they are refusing to accept returnBusiness Response
Date: 03/10/2025
Hi ****
Apologies for the delayed response here! It looks like this issue was resolved and your order was returned and refunded, with the return fee waived as a courtesy.
If there's anything we can help you with in the future, please don't hesitate to reach out at ******************
Best,
NAADAM Customer Care
Naadam Inc. is NOT a BBB Accredited Business.
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