ComplaintsforMott & Bow, Inc.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Oct 10/23 -ordered 2 T-shirts Oct 11/23- order shipped and my credit card was charged $127.73. Oct 26/23- I had not received my order so I called company and was given a Canada post tracking number for the first time. I saw that an attempted delivery had been made on Oct 20th but apparently the address needed to be verified. I confirmed on the phone and by email that they had my correct address and figured the package would be delivered in the next day or so. Instead when I tracked the package it started heading back to its destination. Twice I got emails from *** asking me to verify my address but it would only allow me to put in a US address and not a ******** address. I emailed the company to tell them this and got no response. I called and emailed the company numerous times and was told they were looking into it. Nov 10 - I emailed again and was told to give them 3 business days to do a tracking of the package.Nov 21 -I looked at the Canada post tracking and it said -Nov 19 package was being returned to sender. I called the company and they said they would track the package and get back to me. I told them they were supposed to be doing that for weeks. I indicated I wanted my money refunded and they said I should be patient while they track the package. I asked for a senior member of their team to call me and so far I have not heard from them.

  Customer response

  12/09/2023

  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.
  
  ****************************************************
  
  
  
   
  
  

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for three t-shirts from Mott & Bow on October 7, 2023. I received notice on October 8, 2023 that the order had shipped and I was promptly charged $116.80. As of October 12, ****************************** ***********, **. It's now October 30, 2023 and I still haven't received my order. I've called and e-mailed Mott & Bow multiple times, and have gotten no assistance whatsoever. Generally their main concern is arguing with me over how many times I actually e-mailed them, despite the fact that I can read the dates and content of each e-mail.I wish I'd looked at the BBB site before ordering, this is clearly a common issue for them. If a business is charging customers and not providing a product, I don't think they should be allowed to do business. I want my money back. It's clear that I'm never going to get that product. This is not an honest company. I hope other people are smarter than me and look at the BBB site before buying from them.Their customer service is horrendous. They're claiming I never responded to their first message (and e-mail). Before getting that I called them and spoke with someone. Then responded to the e-mail multiple times. The person I just spoke with, *******, just basically implied I was a liar for saying I responded.FYI - I tried going through DHL to find out what is going on, but after going through their online query process I was told that since this was over 10 days I should contact the shipper. Mott & Bow.

  Customer response

  11/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, the business made a full refund to my credit card, I accept that resolution.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered jeans that never arrived. I got an email notification that it shipped. Never arrived. I call their number and the representative said they were experiencing shipment issues and that I should get it shortly. I STILL haven't gotten my jeans. I have sent emails. Same response...your shipment being processed and on its way. THIS IS A SCAM!! I want a full refund.

  Business response

  10/30/2023

  Hi *****,

  First and foremost, we'd like to sincerely apologize for this incident with your order.

  We're not sure what happen to the package when being transferred from DHL to **** for final delivery. We were expecting to receive a response from the carrier but unfortunately, they haven't provided a solid justification.

  Nevertheless, I can confirm your purchase was refunded in full on October 26 and a claim had been filed with the carrier. Attached to this response you'll find your refund confirmation (pdf).

  Additionally, we'd love you to give us another chance and try our products, which we're very confident you'll love. Please get in touch with us so we can generate a nice discount for your next purchase :)

  Wishing you well,

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They said I waited to long for a replacement or exchange by 30 day's I did not see anything about the exchange time anywhere I feel it is a lot of money for a pair of pants that you can't wear

  Business response

  10/20/2023

  We have a 30-day return policy for items in ******************* (unworn, unwashed, undamaged). This is stated in our policies and FAQs. The customer's order ******, was placed on March 26, 2023 at 9:43 pm; however, he didn't reach out wanting to return it until September 14, 2023, which was almost 6 months post purchase. 

  Unfortunately, we're unable to accept a return that was purchased more than 30-days ago. 

  Best, 

• Initial Complaint

  07/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order over 1 month ago - still has not arrived. Mott and bow charge a premium price yet only use cheap, unreliable, poor shipping methods. Had they shipped via dhl express or other reliable methods I would of had it long ago. Regularly order from *** to ********* and never had a problem with other companies. Ive highlighted my concerns to customer service multiple times and asked for a response from management. I received a generic response each time with no one willing to help or take responsibility. I contacted the shipping company myself since mott and bow refused to do so who advised the parcel was lost in transit. I forwarded this response to mott and bow who STILL have not rectified the issue. Very poor service from with absolutely no customer service either. After at least 5 requests I still have not received a response from their management. At this rate I will have to file a complaint and charge back through my credit card. I have given them every opportunity to rectify the situation.

  Business response

  08/11/2023

  This order was processed and shipped as requested by the customer to the following address:

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

  However, this package was marked as lost in transit. It never arrived to the customer. We refunded this order in full on 7/31/23. 

  Best,

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered two pairs of jeans from Mott and Bow (ORDER #******). After trying the jeans on I filed online to exchange them for another pair and used the prepaid ***** label to send them back (this was on March 10). The online system said I would receive confirmation but never did. Because of this, I emailed customer service indicating that if I didn't receive a confirmation of the exchange I would like instead to return them for a refund. I never received a response and still haven't received either the exchanged items or a refund. At this point I would like to return the items for a full refund.

  Business response

  05/09/2023

  The customer originally requested an exchange for order ******* which generated an invoice because there was a price difference that needed to be paid for the new jeans he selected as an exchange. This invoice was sent to the customer on 3/20/23; however, the customer never paid the invoice which is why the exchange order was never released. 

  We have canceled the invoice and exchange order on our end. Additionally, we have processed the refund for order ****** as requested by the customer in this complaint. The refund should be reflected on his end shortly. 

  Let ** know if we can be of further assistance. 

  Best,

• Initial Complaint

  04/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order several days ago, order # ******. I received an email confirmation. After several business days, the status is still listed as "order confirmed". When I emailed their help desk, I keep getting an error response email that their help email does not exist.

  Business response

  05/09/2023

  The customer reached out to us regarding the return request for the Slim ***** Jeans. Our Customer Experience agent helped submit the return request and to generate a return label (RTN:************) to send back the jeans.

  As you can see in the proof of return delivery, we received the return on 5/5/23 at our warehouse and processed the refund today for the corresponding amount of $115.81. 

  Let ** know if we can be of further assistance. 

  Best,

  
  

• Initial Complaint

  03/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a jeans from Mott & Bow on 10 FEB 2023. $238.00 7 Days later (17 FEB 2023) I reached out to the company asking when my item(s) would be shipped. They responded saying my order was shipped. Their website did not reflect this info nor did I receive an email notifying me of such. I emailed **************** again on 19 FEB 2023 asking when my item would be shipped. Received response from company on 20 FEB 2023 now stating that my order was delayed due to the high volume of orders. 8 days later - company emails me saying that they just "realized" that the package was shipped thru ***** On 21 March 2023, I finally gave up on the product. I contacted ****************, and although they said I would be refunded the amount - based off all complaints filed against Mott & Bow, it looks like I will probably never see that refund. Sad. I had high hopes for this company.

  Business response

  04/03/2023

  Hi ******,

   

  First and foremost, we'd like to sincerely apologize for any inconvenience this situation with your order had caused.

   

  We completely understand it was taking way longer than expected for the shipment to be delivered. Unfortunately, once the package is handed to the carrier, we rely 100% on them to complete the final delivery. Nonetheless, despite not having received more information from the carrier, on March 28 we had decided that we won't make you wait any longer and proceed with a full refund of your purchase. Please review your email for a confirmation and feel free to check with your financial institution.

   

  Additionally, we really hope you can give us a second chance as we're confident we can make things better for you. When ready to re-order, please ask for a manager so we can hook you up with a nice discount.

   

  Best,

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received my order timely and was happy with each item. However, the jeans were too small so I began an exchange as directed on my shipping label. I was not able to complete my exchange online, because the company website would not allow me to exchange only 1 item of the 3 items I ordered. The instructions indicate that a single item can be returned/exchanged but the website does not allow the transaction to be completed.I called customer service on two occasions and was never able to get through to get assistance. This is very frustrating especially when they brag about their easy customer return policy! I need someone to contact me so that I can get these jeans replaced asap...

  Business response

  04/03/2023

  Hello!

   

  We sincerely apologize for any inconvenience caused. We're currently dealing with a high volume of requests. Sorry about that!

   

  As we state on our site, we in fact offer free returns (within the US) and a 30 day return window (45 days for international orders) for items being returned in pristine condition. Please email us at ******************************* so we can take care of your return/exchange request.

   

  Once again, we apologize for any inconvenience caused.

   

  Best,

• Initial Complaint

  02/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a large purchase of jeans from Mott & Bow totaling $804.63 on Jan 12, 2023 order #******. A couple of weeks later I was told there was shipping problems with their warehouse. Additional weeks went by without a notice of a shipping date - even though my credit card was billed for the total amount. Finally after asking for a refund I received a notice on Jan 30, 2023 saying a refund amounting for the total of $804.63 would be made in 2 - 10 days, it is now Feb 17 and I have still not received the refund for a product I never received.

  Business response

  02/22/2023

  Hi *****,

   

  First and foremost, we'd like to apologize for any inconvenience this delay with your refund has caused. This is definitely not the experience we expect you to have with us.

   

  This delay was due to a high volume of requests and even though this doesn't happen very often, we believe we should have at least followed up with you. Sorry about that!

   

  I  can confirm your refund was successfully processed on February 20. Attached you'll find a formal refund confirmation.

   

  We thank you for your patience and understanding in this matter. Hopefully you can give us a second chance; we'll make sure you wont regret it :) 

   

  Feel free to get back to me via ******************************* if you need further assistance. 

   

  All the 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. ↩