ComplaintsforMott & Bow, Inc.
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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 7/15/24, I made my first and last online t-shirt purchase with Mott & Bow. Not only did the website not indicate that the order could not be returned for a refund, and only for a gift card or exchange, but it charged me for a extra t-shirt. I immediately left a voicemail with customer service to cancel the entire $181.01 order. The order was still mailed to me and no one returned my call. The clothes were thin and of poor quality. When I went on the company website, it would not let me complete an online return for a refund. Thus, since they have limited customer service hours, I called a few days later during a business day and requested for the return to be initiated so I could return the items. Once I mailed the package with **** I received an email gift card for $168.50 vs. a refund. On 8/1/24, I again called customer service and explained the issue and was told that their return policy was for exchange or store credit only. I requested a refund and stated that if this was not issued within one week, I would file a complaint with the BBB. No refund was issued. Per the records on the BBB website, this appears to be a pattern where the company overcharges and deceives their customers.Business response
08/12/2024
Hi BBB & *******,
Order ****** was placed on 7/16/24 at 7:08 pm EST. Unfortunately, we can't modify, change, or intercept a package to alter a delivery once an order has been placed. Nevertheless, if a mistake is made while placing an order, we as customers to email us at ******************************* as soon as possible, so that we can try our very best to accommodate their request. We make sure to include this in our Policies and FAQs section on our website (*******************************************************). However, when it is outside business hours (Mon-Fri, 9am - 6pm EST) it is not guaranteed someone will be able to help instantly. Which is why when the customer called no one was available to take her call, had she sent us an email as stated in our policies/FAQs, we would have been able to assist her first thing in the morning on 7/17/24. Moreover, the customer didn't contact us again until 7/26/24 regarding this order.
We offer a post-purchase option that is prompted after completing an order. That said, this order was placed for a Fitted V-Neck ***** Tee 3-pack and the customer originally paid $116.92. However, after checking out and completing the original order the customer selected 2 additional tees from the post-purchase 'you may also like' section. She added the Fitted V-Neck ***** Crimson tee first for $32.18 and then added the The **************** Black Tee for $31.91. This is why there are 3 different transactions associated to this order(see proof attached).
Regarding our return policy, refunds for returns are issued via store credit in the form of a **** & Bow Gift Card. Once a return is processed, a **** & Bow Gift Card is emailed to the customer for the corresponding amount. Please note that Gift Cards wont expire and can be used to purchase any of our other products in the future. However, weve decided to make a one-time exception as a token of our appreciation and process the customer's return for a refund back to her credit card (see proof of refunds processed attached). The refunds should be reflected on her end shortly.
We appreciate your business and look forward to serving you again in the future.
Let us know if we can be of further assistance.
Best,Customer response
08/14/2024
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
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered jeans online, when I ordered, Mott and Bow stated that they had a return policy. When the jeans arrived, the fit was so far off that I decided to return them. Once I started the return (using the button on their website that says start a return), it turns out they will only allow you to exchange for another size or store credit. I would have never placed an online order for clothing that cant be returned - its too hard to get the right fit without trying something on. My main issue with this business is the deceptive marketing practices on the return policy.Customer response
07/07/2024
Better Business Bureau:
At this time, I have not been contacted by **** & Bow, Inc. regarding complaint ID ********.
Sincerely,
***************Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered and paid for a pair of jeans from Mott and Bow. They claimed to have delivered my package on June 1st and have not provided any proof of this. I never received the jeans. I have since sent 4 emails to customer service with no response. I have also called customer service 4 times, left a voicemail, and still have no resolution nor do I even have a response from them.Customer response
07/05/2024
Better Business Bureau:
Mott and Bow has finally responded to my emails and sent me a replacement of the missing product on 7/5/24. I consider this issue resolved.
Sincerely,
***********************
Initial Complaint
06/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I wanted a refund for the item but will only give me a gift card for another purchase from Mott & Bow. There is no clear indication on the website that you cannot return for store credit, as it states "Free exchanges and returns" the quality of the jeans are bad (would not want to do an exchange) and the t-shirts are paper thin (again, do not want an exchange). I want to send their items back, and get my money back. Their site advertises "free exchanges and returns" They offered an exchange, but that I would have to repurchase and pay shipping because the item, paying the shipping to get this item. Free returns should not mean for a "gift card". Returns indicates that there is a policy to "return an item" for a refund. ( Request #****** "Order ******").Initial Complaint
05/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I would like to address a concerning issue regarding the store's advertising and return policy. The business's advertisements promise free shipping and easy returns. I recently made a purchase of two pairs of jeans totaling in my Order #******. Unfortunately, upon receipt, I found the quality and fit to be unsatisfactory.Prior to purchasing, I relied on the information provided about the return policy, which assured me of the option to return items if not fully satisfied. However, upon attempting to return the jeans, I was informed that I would only receive a store credit rather than a refund.Given the poor quality and fit of the products, I do not wish to make any further purchases from this store. The policies advertised by Mott and Bow are misleading and do not accurately reflect the actual return process. I would like a full refund in cash on my purchase.Customer response
06/04/2024
Better Business Bureau:
At this time, I have not been contacted by **** & Bow, Inc. regarding complaint ID ********.
Sincerely,
*********************************Initial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made over $500 in purchases via the Mott and Bow website where they advertise a satisfaction guarantee and free returns. It wasnt until I tried to make a return that I realized they only offer store credit. This is ridiculous for an online only retailer. I am not committing to a $500 purchase just to try something on. Literally every other retailer lets you return things. None of their clothes fit my body type, nor do I feel the quality reflects the price. I do not want an exchange. I want a refund. If I do not receive one I will be forced to file a complaint with PayPal before the return window closes. It looks like thousands of others have had this same problem. My suggestion to the retailer is to make their policy clear rather than deceive people. My order numbers are below. Order #****** Order #******Initial Complaint
05/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered t-shirts from Mott & Bow in a few colors in different sizes to try them on and unfortunately neither size was the right fit. When starting a return request, I was shocked to find that they only offer refunds in the form of a gift card.. not only does this break completely from the industry standard, it's essentially an exchange because they're forcing you into buying more of their products with the money you would have received back. I would have never ordered from them had I known about this, since even if one of the sizes did fit, I wouldn't be able to get a true refund for the shirts in the other size. When I talked to a customer service agent, they tried to continuously sell me their other products which is quite a frustrating experience. It's clear that other people are being caught off guard by this which points to a fundamental issue with the way the company is handling their policies.Customer response
05/15/2024
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.Hi there, I hope this finds you well. I just wanted to provide an update for the complaint I submitted for **** & Bow after contacting the company several times in the last few weeks I was finally able to escalate the case to management and we came to a satisfactory resolution of the situation. They provided a one-time courtesy exception and allowed me to return the merchandise for a refund to my original form of payment.
Best,
****
Initial Complaint
05/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered a BRAND New pair of pants from MOTT & Bow this company online and they sent me a used pair of pants.I received the package in the morning and opened the package up i noticed the pair of jeans were not in any kind of new product wrapping at all they were just indeed the shipping bag which i though was weird then i noticed it had no tag or new product attachment to the jeans which every single piece of clothing i have bought in my life has had, again thought this was weird I draped the pants over a chair and took a shower i exited the shower and decided to try them on...i put my hands in the pockets and was shocked to find a piece of a candy wrapper in the pockets and that wrapper had clearly gone through a washing machine cycle.at this point i was completely blown away.I have send 3 emails to the company to try and communicate this to them without response i have tried to call the contact number which seems to be out of order so i am assuming they are just out here scamming peopleInitial Complaint
04/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Order # ****** Date of transaction was April 17, 2024, I tried on the shirts when received and the shirts were way too short. They sell their product based on the fact of fitting better than other shirts. I want a full refund.Customer response
05/24/2024
Better Business Bureau:
At this time, I have not been contacted by **** & Bow, Inc. regarding complaint ID ********.
Sincerely,
*******************************Initial Complaint
04/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought 2 pairs of jeans and 3 t shirts, all expensive, from Mott and Bow, an online only retailer who promises free shipping and easy returns. None of the items fit, and I expected to be able to return them for a refund to my credit card. In fact, they only offer exchanges, or refunds to a Mott and Bow gift card! This is not a refund, it is an exchange. And I will never use $361.37 in Mott and Bow credit, because I didn't like their products and they didn't fit me well. This seems like an outrageous misrepresentation and a ridiculous policy, especially from an online only retailer where you cannot try on before purchasing.Customer response
05/06/2024
Better Business Bureau:
At this time, I have not been contacted by **** & Bow, Inc. regarding complaint ID ********.
Sincerely,
*************************
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Customer Complaints Summary
50 total complaints in the last 3 years.
37 complaints closed in the last 12 months.