ComplaintsforMott & Bow, Inc.

• Initial Complaint

  04/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  A pair of ***** were ordered & paid for using PayPal on 03.17.2024. They did not fit. I have been unable to request a refund online. Several calls have been made. The recorded response gives the business ************** to call back during normal business hours (or something similar). It doesn't matter what time the call is made. A voice mail was left on Friday, 04.05.2024 at ************ advising I was requesting a return on order #****** & unable to complete it online. There has been no ************* 30 day window for requesting a return is a week away. I would like a refund of $84.15, the cost of the Jeans. And a return shipping label would be nice.

  Customer response

  05/05/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** & Bow, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***********************
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Mott and Bow advertises that it has a return policy. However, after receiving the products that I purchased, I was not happy with the quality. I attempted to return the products and was told that I am only allowed to return for a store credit.I would never have purchased jeans from an online retailer if I had understood that, in the event that I was not happy with my purchase, I could not get my money back.

  Customer response

  05/07/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by **** & Bow, Inc. regarding complaint ID ********.
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business uses false advertising for its clothing on ******** ads. I paid $100 for three t shirts that were the worst quality. I bought them because I read that I could return them if I was not satisfied. When I attempted to return them I was informed that I would receive a store credit. I do not want to buy anything else from this terrible store. I expect a full refund of my money. This company uses false advertising and fake return policies.

  Business response

  04/09/2024

  Hi ****, 

  We understand that you are requesting a refund to your original payment method for order ******. Our return policy states that refunds are issued via store credit in the form of a **** & Bow Gift Card.

  Nevertheless, after speaking to you via email, we decided to make a one-time exception and process your refund back to your original payment method. This refund will be processed once we receive and review your return. 

  We look forward to receiving your return soon.

  Best,

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed order ****** for four (4) pairs of jeans on 3/21/2024 with the intent of seeing which fit and returning the pairs that do not fit. I followed the same process that I did back in September 2023; however, this time Mott and Bow does not refund to the original form of payment and instead gives store credit which is not how they refunded in the past. I am now stuck paying $372 for the jeans that do not fit and am locked into using this store credit with Mott and Bow in the future. This is absurd and will be the last time I ever give this company money. I will also go out of my way to tell people about their deceptive return practice. Mott and Bow should process refunds to the original form of payment.

  Business response

  04/09/2024

  Hi ***, 

  We understand that you are requesting a refund to your original payment method for order ******. Our return policy states that refunds are issued via store credit in the form of a **** & Bow Gift Card. 

  However, after carefully reviewing your request, weve decided to make a one-time exception as a token of our appreciation and process your return for a refund back to your credit card. Your refund has bee processed and will be reflected on your 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

  06/20/2024

  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

  03/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered t-shirts from Mott & Bow and they did not fit as advertised. I returned them and received a gift card, less $5. I then ordered jeans and they also did not fit as advertised. They again want to charge me $5 to return them. For a company that states free shipping and returns, this is misleading and I would have never ordered from the company if they had said exchanges only on the site.

  Customer response

  04/04/2024

  Better Business Bureau:
  
  Regarding complaint ID ********, the merchant refunded my money. I find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business is advertising having a return policy but they are being very deceptive by only offering store credit. The term Returns and exchanges implies you can get a refund on their products, but they only give you store credit, which is completely ridiculous. Im not the only person to file a complaint of this nature against this company. It was resolved for a prior customer already from this site, so I dont see why this cannot be handled the correct way. To charge over a hundred dollars for a pair of jeans and not have a return policy is completely unacceptable, especially for an online only retailer. This whole entire customer service experience has been a complete embarrassment. Ive never experienced such deceptive tactics from a retailer. I advise anyone reading this to not buy any of their products.

  Customer response

  03/26/2024

  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

  02/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a t shirt from Mott & Bow. They state free shipping and returns. They in fact do not refund for the item but will only give me a gift card for another purchase from Mott & Bow. This is misleading and I would have never ordered a non- returnable on line if they had said exchanges only on the site.

  Business response

  03/13/2024

  Hi BBB and ****,

  We understand that you are requesting a refund to your original payment method for order ******. Our return policy states that refunds are issued via store credit in the form of a **** & Bow Gift Card. 
  
  However, after carefully reviewing your request, weve decided to make a one-time exception as a token of our appreciation and process your return for a refund back to your credit card.
  
  Return instructions will be sent to your email shortly. Your refund will be processed once the return has been completed.
  
  We appreciate your business and look forward to serving you again in the ****************** us know if we can be of further assistance.
  
  Best,

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for jeans from *********** I'm hoping people read this review before making a purchase. They say that you can make a return or exchange. What they don't tell you is that the "return for a refund" is STORE CREDIT and not a refund. It doesn't say this anywhere so surprise, you find out when you want to actually make a return. I will say that my jeans from other much cheaper companies are of higher quality and that the left leg of these jeans was shorter than the right. So looks like they will not refund me and I unfortunately am stuck with low quality, uneven jeans unless i want to exchange or get store credit (which I do not). I believe this company is leading with false pretenses for "return for refund" policy on the website and advertised all over Instagram.

  Business response

  03/06/2024

  ** *** *** **** 

  We understand that you are requesting a refund to your original payment method for order ******. Our return policy states that refunds are issued via store credit in the form of a **** & Bow Gift Card. 

  
  However, after carefully reviewing your request, weve decided to make a one-time exception as a token of our appreciation and process your return for a refund back to your credit card.
  
  Return instructions will be sent to your email shortly. Your refund will be processed once the return has been completed.
  
  We appreciate your business and look forward to serving you again in the ****************** us know if we can be of further assistance.
  
  Best,
  
  

• Initial Complaint

  01/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The brand patch (leather patch on the back of the jeans) became unstitched within less than 60 days of the purchase. The purchase was direct from the Mott & Bow website. It is a defect that Mott & Bow acknowledged via email should not have happened. I asked them to swap the jeans for another pair of jeans (same color, size, etc.). Instead, they said I could have a local tailor fix it for me and that they would give me a $40 coupon toward the purchase of another product. But that would mean I must spend $125 (+/-) out of pocket to "recoup" my losses.

  Customer response

  02/27/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding **** & **** **** has been resolved.
  

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

  
  Sincerely,
  
  *********************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a pair of Mott & Bow jeans and a T-shirt amounting to $169.96 online on 12/9/2023 (for a Xmas gift for my husband from my 82 year old mom). My husband and I were traveling for the holidays, so we celebrated with my parents when we returned to ********* on 1/5/2024. My husband tried on the items and frankly, the jeans looked ridiculous on him. They fit like low riders and he felt they were made for a women's body, not men's. The large T-shirt, which is his normal size, is too small in his chest and too tight. I emailed customer service asking for an exchange and a size chart so we could figure out other items we could get instead. The response I received back was that our order is outside their 30-day return window. "Hope you understand we are unable to accept this for an exchange/return. Sorry about that!" This return policy is not disclosed when you are placing an order or in the email order confirmation. If I would have known this was the policy, I would have never placed the order because I knew we were going to be out of town for Christmas, would be having a belated Christmas celebration, and we placed the order so many days before Christmas! I find the emails to me so unresponsive and not customer friendly ..."We hope you understand that these are general company policies we can't go around. We apologize for the inconvenience and hope you can give our products a second chance in the future." Like why would I give a clothing company a second chance in the future when they received $170 for products that will never be worn. Not only do they not fit, they don't seem like anything special or of great quality to match the $170 price tag. I noticed they ship to international customers as well, and they only have 30 days to do a return? This company is marketing products that are supposed to be of great quality and they are not. They are ill-fitting, poor quality, and if a customer tries to exchange or return them, they can't.

  Customer response

  02/28/2024

  At this time, I have been contacted directly by **** & **** **** in a non-responsive email, which is attached regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  The email response from **** & Bow is not satisfactory.  It is also unsatisfactory that they have not bothered to respond to your office.  They have other BBB complaints.  They hide behind their e-commerce business as there are no stores to go to do a return.  There is no phone number to reach customer service.  The only way to communicate with them is by email. They sell internationally and the on-line complaints are from a lot of buyers who are outside the US and can't do a return in 30 days.  They all say the same thing.  They didn't know about the 30 day policy.  I have placed orders with other e-commerce businesses who have a strict return policy, but they tell you up front when you are placing the order so you know from the start.  The problem with this company is they do not disclose the policy until a buyer needs to make a return (you have to go digging on their website to find out how to do a return, as the clothing is shipped without any return receipt documentation, and there are no phone numbers to call anyone!)

  The 30 day return policy was not disclosed when the order was placed, it was not disclosed when the order was received as there were NO return labels or documentation.  As I mentioned in the complaint, we were traveling during the holidays and my husband didnt receive the gift from my parents until well after Christmas on January 4th and he didnt try on the items right away because we were unaware of the 30 day policy.  So we are being penalized for having a gift bought before Christmas by my mother on December 9th? This is an inflexible, non-customer friendly policy, and I will never shop at this store again.  

  Thanks for your help, but I do not expect this company to be responsive or helpful.  I am not the only customer they have treated badly and they don't care.  

  Best regards,
  *****************************
  ************
  
  

   

   

   

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

  Sincerely,

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

  Business response

  03/29/2024

  Order ****** was placed on 12/9/2023 and delivered to the customer's shipping address as inputted when placing the order 12/13/24:

  ****** and *****************************
  **** * ********* **************** ** ***** ************* ************

  We have a 30-day return policy from the day an order is delivered for orders to be returned for a store credit or exchange. The customer had until 1/12/24 to return the order within the return window; however, this order has not been returned. 

  The customer contacted us until 1/21/24, requesting an exchange, but by that time, this order no longer qualified for a return. 

  As a one time exception, we will accept the items as long as they are in ******************* (unworn/unwashed/undamaged). Return instructions will be sent to your email shortly. Your return will be processed once the items are dropped at your nearest ***************** location. 

  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,
  
  

   

   

*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. ↩