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Business Profile

Clothing

Rag & Bone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Clothing.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 6 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:09/14/2022

    Type:Product Issues
    Status:
    Unanswered
    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 some products from the ********** website on 8/02/2022 and paid for express shipping for items to be delivered by *** before a trip I had planned. Items were shipped in 2-3 packages and were marked as delivered by *** on 8/03/2022. Packages were not delivered to my front door. I called *** and they informed me they would look into the matter and have a resolution. After a few days *** informed me to contact ********** and that they should be able to offer assistance. I first contacted ********** on 8/9/2022 to inform them of the issue. After a few back-and-forth emails, they were able to offer me a resolution, they offered to refund my original form of payment within 1-2 business days which was perfect because I was to go on a trip and didn't want to risk not receiving the replacements on time. This is where the issues start.The refund was never received. After a few weeks of going back and forth, I am finally told that they have been experiencing issues processing refunds and on 8/31/2022 they confirmed a refund will finally be sent. After almost one month since the order was placed.Fast forward to 9/12/2022. I have not received the refund and am being told to wait again for them to investigate what is happening. Their last email was last week on Wednesday the 7th. Its been a month and ten days and I am still left without my clothes and my money. At this point, all I am asking from them is to refund my order. it's been exhausting having to deal with empty promises and cryptic messages about why I have yet to receive my refund.I am extremely dissatisfied as a customer, something that should have been handled over a month ago and I still have no idea why I haven't been sent my refund. I have dozens of emails from them now and only one person has admitted that their system was having issues with refunds. I wonder what the issue is now but I need to reach the right person, I can no longer rely on email communication.

  • Initial Complaint

    Date:09/14/2022

    Type:Service or Repair 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.
    I bought two items, a jacket and skirt online, directly via the Rag&Bone website. The skirt material was listed as cotton (I have a screen shot of the description which I provided to Rag&Bone customer service). When the skirt arrived, the material tag said it was 100% viscose, not cotton. I contacted customer service via email. They told me they would accept a return and refund my original payment method(credit card). I sent the skirt back using the shipping label provided by the company. I received an email confirming that the company received my item on August 15th, 2022 just several days after I sent it. It is now September 12th, 2022 and the company still hasnt initiated a refund even though I have contacted customer service twice and they have confirmed that they received the item and intend to refund me.

    Customer Answer

    Date: 10/08/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Rag & Bone has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:09/06/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 returned an order (********) for more than 30 days now and still cannot get Rag and Bone to issue a refund. They have the item, its been delivered as shown by their tracking code. Every time I reach out to customer service Im told to wait 5-8 business days. Opening this request in the hopes that someone can resolve the issue and issue the refund already. Order

    Customer Answer

    Date: 10/01/2022

    Better Business Bureau:

    At this time, I have not been contacted by Rag & Bone regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:08/30/2022

    Type:Product 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.
    I purchased the Retro Runner sneakers online from ********** on June 21, 2022. I received the order on June 24, 2022. I logged into the site when the order arrived an noticed that the price of the sneakers had decreased around $50. I contacted the company for a price adjusted on June 25, 2022. The rep told me that she had processed the adjustment and my credit card would be refunded in about 3-5 business days. I periodically called the customer service line and received the same info (refund would be credited back to my credit card in 3-5 business days). On Aug 17, 2022, I received an email from ************, stating that "We're pleased to inform you we have issued a credit of $55.18 as a price adjustment for your order ********. This should post to your account in 3 to 5 business days." I checked my R&B account and saw that the amount had been adjusted on the account. However, today is Aug 30, 2022; I have not received the refund to my credit card; I've emailed ********** but have not received any additional updates. I'm attaching the latest correspondence concerning this matter. I would like my refund in the amount of $55.18 ASAP.

    Customer Answer

    Date: 09/11/2022

    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:08/08/2022

    Type:Product 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.
    I purchased the Delos espadrille from Rag and Bone. Unfortunately, after very minimal wear (maybe twice, I can provide photos), Ive noticed the straw portion of the sole is starting to fray in multiple places. Given how pricey these were when originally purchased and how ********** holds itself to a high standard of quality, I am extremely disappointed in how flimsy the material used for these shoes seems to be and how poor the workmanship is. Further, the shoes are also extraordinarily uncomfortable and have left huge, bleeding welts in my feet after only wearing for a few hours. I would like to return these for a refund of $250 as I am unable to wear them and I dont believe the issue is one that can be repaired.

    Customer Answer

    Date: 09/01/2022

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Rag & Bone has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:07/15/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Return Order ##********. I followed the company's policy to return an order, and followed it in a timely manner. I returned the order by dropping off the item at a local Staples in ****** *****. The package has been lost in the mail, due to no fault of my own, and Rag and Bone will do nothing about it. The item I returned was not damaged, the tags were on and I only tried on the item for size. I am now at a loss of $225 dollars for buying an item and following the company's policy and process for returning an item.

Rag & Bone is NOT a BBB Accredited Business.

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