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:03/07/2025

  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.

  On February 24, I purchased a bag and a sweatshirt from the **** Jacobs store at Waikele Premium Outlets in ******. After trying on the sweatshirt, I informed the staff that I wanted to purchase it. The staff member took the sweatshirt to the back, saying they would bring out a new one. However, they later returned and told me it was the last one in stock, so I agreed to purchase the After returning to ***** and opening the package, I discovered black stains on the neckline and cuffs of the sweatshirt. Since the stains are very noticeable against the white fabric, there is no way I would have missed them during the fitting. I believe I was deceived into purchasing a defective item under the false impression that Following this, I contacted customer service to request an exchange. However, they continuously provided evasive responses that did not address my concerns. Not only did they refuse to facilitate an exchange, but they also declined to provide the email addresses for both the store and the corporate headquarters.I demand an exchange for the defective product as well as an apology for both the deceptive sales practice and the poor handling of my complaint.

• Initial Complaint

  Date:02/24/2025

  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.

  Dear **** Jacobs This complaint is filed against you after your employee **** ****** inappropriately and graphically destroyed my ******** Orders.Employees ***** ***** , **** ****** , ****** ***** , ******* *** , **** ******* , ***** and *** *** are prohibited from contacting me further post refund (Excommunication ********* *********) Ru **** is also trespassed from Nebula for continuing to slander the opening acts names (No **** *** * *** * *********) ///Dial///Sunbeam Harmonica also made inappropriate comments about ************. I am asking for a complete refund plus public apology. **********

• Initial Complaint

  Date:02/19/2025

  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 am submitting this complaint regarding a purchase I made at **** Jacobs on Dec 2, 2024, at the **** Jacobs store in the Seattle Premium Outlets. On this date, I purchased the Rhinestone J **** Mini Shoulder Bag for $247.50 before taxes. However, after returning home, I discovered that the same bag was listed for $199 on **** Jacobs website. I have attached screenshots showing the products price on the **** Jacobs website on both Dec 2 and Dec 3, 2024, confirming that it was listed for $199 online while I paid $247.50 in-store. I was very surprised by this price discrepancy and initially thought I could resolve the issue by contacting customer care for a refund or, at the very least, to return the product and purchase it at the lower online price. Unfortunately, my attempts to resolve this matter have been unsuccessful. ************* instructed me to visit the store for assistance, but the store staff informed me that they do not process refunds and directed me back to customer care. I contacted customer care multiple times, but no resolution was provided. I escalated the matter to a supervisor, who advised me to wait ********************************************* Despite waiting until the end of Jan 2025, I have not received any communication or resolution. The same product is listed for a significantly lower price online, and I believe I should have been offered the option to either return the product or receive a refund for the $55 price difference before taxes. However, customer care has continuously closed my case without offering any assistance, and I have been unable to speak with anyone else who could help. At this point, I feel **** Jacobs has failed to address my concerns and resolve the issue. I am requesting a refund for the $55 price difference (before taxes) to my original **** card. I believe this situation is unfair given the price discrepancy, and I am seeking a fair resolution. Attached are the purchase receipt and screenshots from Dec2 & 3, 2024

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair 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.

  On 02/03/2025 I attempted to order products on the **** Jacobs website. The order did not go through but my credit card was charged. I waited over 72 hours in hopes the pending charges would return to my account but nothing. I call customer service and was told to wait til Monday and o should have my refund. Today is Tuesday 02/11/25 and I still do not have my money into my account. I was wanting to surprise my wife for Valentines Day and now that is ruined. I just want my $614.44 back.

  Business Response

  Date: 02/27/2025

  ******* *** **** ****** ******** ****** ******************* **** *****
  ******************
  
  
  
  
  RE: CASE NUMBER ********
  
  Dear *** or Madam:
  
              This letter is regarding the complaint filed by ******, Thomas against ************** a website ******* maintains and operates.
  
  We would like to inform you that we are not responsible for the authorization hold on your card. The timeframe for the removal of the hold is determined by your bank.
  For authorization holds on Cash App cards, please note that it can take up to 30 days for the hold to be released. We recommend that you reach out to Cash App directly for further assistance regarding this matter, as we are unable to release the hold on our end.

  
  We appreciate your understanding and patience in this matter. If you have any further questions or need additional assistance, please feel free to contact us.
  
  
  
  
  
  
  Sincerely,
  
  
  
  ******** ** ***** ********** ***** ************ *******

• Initial Complaint

  Date:01/02/2025

  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 am writing to express my frustration regarding a return I made at **** Jacobs' store located at ********************************************************I purchased a handbag on October 12, 2024, at 7:25 PM, with transaction ID *****. The total amount after tax was $185.50.I returned the item on October 29, 2024, at 11:25 AM at the same location. At that time, the employee informed me that a check would be sent to my home address, with an estimated arrival time of around 30 days.However, as of today, December 26, 2024 (66 DAYS!!!!), I have not received the promised refund check.I contacted the store manager, ******, on December 3, 2024, at 12:05 PM and again later that day at 5:40 PM. She assured me that she would follow up and call me back, but I have yet to receive any updates.I am very disappointed and upset with the way this situation has been handled.I attempted to send many email to their customer service directly, but, as always, I received unsatisfactory responses.Please take this matter seriously, as it relates to customer satisfaction and service.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair 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.

  Dear Better Business Bureau,I am writing to formally file a complaint against **** ********************** regarding a defective bag I purchased July 17th 2024 I sent the company a complaint about the bag September 6th and here I am today October 11th finally company respond and the companys refusal to honor its warranty.I purchased the **** ********************** **************** which showed clear defects in both the material and the zipper after very limited use. The material has deteriorated quickly, and the zipper is difficult to open and close, making the bag unusable. These are clear defects in craftsmanship and materials, not a result of misuse or mishandling.Despite contacting **** ********************** customer service within the warranty period, I was told that the damage is considered normal wear and tear and that my claim is not eligible for warranty coverage. However, given the short timeframe and minimal use of the bag, I believe the issue is due to manufacturing defects and not normal wear.I am seeking assistance in holding **** ********************** accountable for this defective product and ensuring they honor their warranty. I have attached copies of my communication with their customer service, as well as proof of purchase.

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair 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.

  Hello, If I could rate them negative stars I would. The customer service/ warranty process/experience is less than appalling. This company does not care about the quality of their products they put out to their customer and the issues they experience after purchasing! ***, the company number attached does not work, it rings and disconnects. And that's the plan to only leave customers with the option to emails which takes days for a response. A RUDE RESPONSE. I purchased a large leather tote bag from *************. One of many that I own from this brand. I experienced run around about the warranty process, was told the loose stitching noticed after having my bag less than 6 months was from wear and tear... Lies! Once they said it would be repaired, I was sent a label, once my bag was in transit to them, I was notified that it would/could take up to a month and a half to repair and send back! For something of this nature, I should have simply been sent a replacement bag! It is clearly in stock! It's a shame such a popular brand would treat their buyers in a manner like this. We are able to call and have someone pick up right away to take an order and money for a purchase. But when there's an issue that needs to be handled the only option is email where you're simply pushed to the side. I think the bag that just arrived will be my final purchase. And what do they care... I'm just one customer spending my hard-earned money to be slapped in the face. I think I'll stick with many of the other brand that actually value their customers.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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 $200 hoodie on 8/30 for my wife bday trip. She takes the tags off with intentions of wearing it and noticea the stitching on the lettering is coming off, so we take the hoodie off to exchange for a new hoodie only to be told they cannot accept it because the tags were removed. That is highly unacceptable for a compythat stands by the quality of their product your customer spend aa nice amount of money for your products so they should last and feel appreciated when coming to you with concerns of defective product. If this is not resolved **** Javobs will lose a long time customer

• Initial Complaint

  Date:08/20/2024

  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 the ******************* tote from their website and once it was shipped, I decided to return it. on 08/28 I returned it with their provided tracking label and at one of their facilities where returns are accepted. They claim to have never received it and when I contacted them , they said they could not locate it. I was on the phone with them and was referred to the *** drop point and I was told by the *** drop point to contact **** Jacobs as they could not help. I opened a case with **** Jacobs but they were not able to resolve the issue. case # ********

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Marc Jacobs International, LLC regarding complaint ID ********.
  
  Sincerely,
  
  *************************************
  

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair 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 placed an order with Marc ********************** and returned half of the order. They only refunded me for the wristlet and not the handbag. Both items were in the same box. I called them and have emailed about refunding the rest of the return with them completely ignoring me at this point. I even suggested they look at their security cameras within their company to see which employee handled the return to show a bag and wristlet were there. I want my money back for the handbag they did receive back from me and now back into their inventory to resell AGAIN. I am beyond insulted and furious at how I have been treated. I do a TON of online shopping and have never ever ever had a situation like this occur.