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Business Profile

Fashion Designers

Marchesa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

Customer Complaints Summary

  • 164 total complaints in the last 3 years.
  • 102 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:03/22/2025

    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 a dress from Marchesa (~$600) in December 2024. It arrived somewhere around early January and wasn't what I wanted, so I returned it. I also returned something to another company at the exact same time, and got a confirmation email from them about receiving the return--so when I didn't get one from Marchesa, I eventually reached out on January 23, 2025. They confirmed the return had been received and told me that they had switched payment processors and were unable to issue automated refunds. They asked if I wanted a check or the money to be wired to my bank. I chose the check and confirmed my address for them and had assurances it would be taken care of. However, I never received the check, so I reached back out in early February. I was told the issue had been escalated with accounting and I would hear back with an update soon. I never heard back, and since then all my emails have been completely ignored, and Marchesa's phone number is out of service. I have disputed the charge with my credit card company in an effort to get my money back.

    Customer Answer

    Date: 04/15/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.  (Separately, I disputed the charge with my credit card company, but at this time I am not aware that they have been in contact with anyone from Marchesa either.)

    Sincerely,

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

  • Initial Complaint

    Date:03/08/2025

    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 bought. ****** dress from Marchesa . I received on 2-21-25 and returned the very next day according to their instruction's specifically. The dress shipped via ***, but had to be returned according to them by ****. Marchesa received my returned in perfect condition and in their packaging 2-26-25. Having not received a refund yet, I emailed them. Their auto reply states they will respond within 24 hours. 48 hours later, still no response so I emailed again. The phone number listed does not go through after repeated attempts. After reading their reviews I see many have filed the same complaint. I have no response nor refund after 12 days that Marchesa received the return. I contacted my ********** who is now handling it. Do not waste your money!

    Customer Answer

    Date: 04/02/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Marchesa has been resolved.

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


    Sincerely,

    ***** *****

  • Initial Complaint

    Date:02/13/2025

    Type:Delivery Issues
    Status:
    Answered
    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.
    Issue: Returned item, no refund received through ******************** On Dec 29, 2024 I ordered online (Order #*****) and paid for a dress through Marchesa. I paid $333.90 on my credit card. I received the dress on January 10, 2025 but it didnt fit. I initiated a return on January 14th and Marchesa received the return on January 22, 2025. I have confirmed this through **** tracking. When I did not receive a refund I contacted Marchesa. They replied over a week later, on January 31, (email from ****) that they received my return, had issued a refund, and to allow 2-3 business days for it to be reflected in my account. That was over two weeks ago and three weeks since they received the return. I have written them four further emails asking about my return with NO response. I have now looked at your site and Trust Pilot reviews and see this is a common issue with this company. How are they allowed to continue doing business?I would appreciate anything you can do to facilitate a refund for me. Thank you.

    Customer Answer

    Date: 03/10/2025

    At this time, I have been contacted directly by Marchesa regarding complaint ID ********, however my complaint has NOT been resolved because:

    They contacted me after my complaint to you to tell me the following:

    We recently changed payment processors and due to this change we are unable to issue automated refunds through our previous payment processor.

    I find this incredible for a business of this size.  Its also inconsistent with what I was told previously. 

    They then confirmed my address and said they would send a check. (They also gave me an option of a bank wire transfer or store credit but I chose a check.)  This was on February 18, almost three weeks ago, and I have not received anything. I have emailed them again asking what is happening. I will update you should I receive a response. 

    Thank you.  

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

  • Initial Complaint

    Date:02/12/2025

    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 paid this business $2279.66 for three dresses which I ordered online. I then returned two of the dresses in a timely manner. I received acknowledgement from the business that my returned items had been received and I was owed a refund of $1543.81 The business contacted me to tell me their refund system wasnt working, but they could wire me my refund. I agreed to a wire transfer, and sent my bank details, but then they stopped replying to me. I never received any money via wire transfer, or as a refund to my credit card. Its been over a month, and I have emailed and emailed with no reply. I tried to call but the business has no phone number. I am owed $1543.81

    Customer Answer

    Date: 03/09/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:02/06/2025

    Type:Delivery 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.
    This is the fifth email to this company regarding order number *****and no answer. My item still has not shipped and there is no information provided on this. They all do not answer your emails (when their automatic message states emails will be answered within 24hrs)and there is no phone number to reach them, several emails sent out over the last few days and no response . Their website also states that US orders placed are to be shipped within 4-6 business days of the order being placed. My order is way past that date(January 28th) and still has not been shipped with no status update or any further information. At this point I would like this order to be canceled and a full refund of my money.

  • Initial Complaint

    Date:02/05/2025

    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 purchases 2 dresses for my sons wedding. I kept one and returned the other within the 14 day window. I never received refund of $477. +tax. I contacted customer service via email and got a response that it would be looked into. I never heard back so sent another email and the response was it would be sent to accounting. I never heard back and still havent received a refund. I have continued to email customer service. I have included the time and date that Marchesa received my return. Now customer service has gone silent. The customer service phone number does not work! I even emailed work and private email of ** ******* the CEO and have received no response. I see that this seems to be a common occurrence with Marchesa as there are multiple similar complaints. I still expect my refund and will continue to research other ways to contact this company. Such a shame as their dresses are beautiful.

    Customer Answer

    Date: 03/03/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/24/2025

    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 placed order #***** from Marchesa on November 29, 2024 for $603.73. I processed a return online for two dresses on December 9, 2024, since they did not fit me. I sent the return via **** with the generated QR code from the Marchesa website, but I have yet to receive the refund of $548.10 that is owed to me, and it has been a month and a half since I shipped the items back. I am justifiably concerned about this delay and have tried calling their advertised customer service number, *************) which is apparently disconnected, as well as emailing their customer service and concierge email addresses, which is how their website instructs customers to contact the business. It's unacceptable that this type of vendor, especially given the prices of their products, has no way for customers to deal with issue with a live person via phone, AND, it's even more unacceptable that they don't get back to your emails, not to mention send an email notification about returns being processed and a refund being made. I would like to get my money back as soon as possible. Thank you!

    Customer Answer

    Date: 02/18/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/21/2025

    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 purchases a dress from Marchesa and received it on December *******. The dress did not fit so I returned the dress on December ******* thru the ******** Maine post office. I have tried calling the number on the website did not work and I have sent several emails and have received not response. The website stated that you can return the dress for a full refund. I have received nothing.

  • Initial Complaint

    Date:01/16/2025

    Type:Delivery 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.
    On November 29th, I bought a dress from ********* ***, totaling $177.22 (order # *****). This item was shipped to me on 12/4/2024. The item did not fit me so I requested for a return on 12/10 which was approved. I received a shipping label and promptly sent it back to Marchesa on 12/13. I checked the status of my return on their website, and it reports that my item was returned. However, I have yet to receive my refund on my credit card. Despite the website promising refunds to be processed within 7-10 days after receipt of return, as well as multiple emails inquiring about the status of my refund, I have yet to hear any updates from their team. As such, I'm filing a complaint to get my refund back for this tiem.

    Customer Answer

    Date: 02/10/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

    ** ***

  • Initial Complaint

    Date:01/13/2025

    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.
    Company: Marchesa Order #***** Timeline from the day of receipt of Gown.I received the order on September 6, 2024. I processed the return on September 8, and Marchesa received my return in the *******, ** office on September 16. (A Copy of the tracking from the **** office is attached under the supporting Document.) I have sent many requests and followed up constantly with the following email addresses: *********************************** *********************************** and ************************************ without any response other than the automatic response they generate every time someone submits an email or complains.I have asked this company to please process my return to the original form of payment, but I have not received a response. I trust that you will help me secure my refund and that this company will stop doing this to clients like me. It's completely incorrect and illegal, and they are basically stealing from clients.

    Customer Answer

    Date: 02/10/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

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

Marchesa is NOT a BBB Accredited Business.

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