ComplaintsforMott & Bow, Inc.
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Complaint Details
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Initial Complaint
01/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I passed the 30 day return date for one item in a 2 item order. If I cant return, Id like to change for a different size. Cant reach them on customer service number. I cant believe Im stuck with an item I cant wear. ORDER: ******** *************************** ITEM slim boyfriend ****. Need a 27 waist if I cant return for a refund.Business response
03/10/2023
Hi BBB and ********
The order *******
was placed on 12/10/22 and the customer had a 30-day window to return the item to us for an exchange, store credit, or refund. However, we have no records of any attempt from the customer requesting to return her order via email or phone. Unfortunately, after an order is outside the 30-day window it no longer qualifies a return. As a one-time exception if the customer still wants to proceed with the return and the item is in pristine conditions (unworn/unwashed/undamaged) we can accept it for a store credit which she'll be able to use to reorder the item. If this is an option for her, she can email us (*******************) and address it to Liz, Head of Customer Experience for assistance with her return.We look forward to assisting the customer.
Initial Complaint
10/25/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased items 10/22 and cancelled 10/24 - Have not received confirmation email or tracking number from provider - Customer support will not cancel it, stating it "shipped" but will not provide a tracking number - Customer support is only allowing "store credit" and not a full refund to credit cardBusiness response
11/09/2022
Hi ******* & BBB,
We have processed a full refund for this order for the amount of $451.14. For some strange reason the order was returned to ** instead of being delivered to the customer. We apologize for this inconvenience. If you need help reordering let us know so we can help you with a special discount.
You should see the refund posted on your end shortly.
Best,
Initial Complaint
09/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 3 tee shirts from Mott & Bow and was charged $126.25 for these items on 8/27/2022. It took 10 days to receive the items. Due to the quality of the fabric and the fit, I requested a Return for Credit on 9/9/2022 using their website. I was then told that there would be a $5.00 "Restocking Fee" deducted from my purchase for the return. I returned the items on 9/9/2022 at the ************ location using the Return Label that they provided on their website. Mott & Bow received the package from ***** on 9/16/2022 based on using ***** Tracking. I finally see a Credit on my Credit Card dated 9/27/2022 in the amount of $110.46.If they deducted the $5.00 "Restocking Fee" and also charged me a $7.00 "Shipping Fee" (based on other Complaints shown on the BBB) then they still owe me an additional Credit of $3.79. I have not received ANY communications to advise me of how they came up with the amount of my Credit, so that is why I am requesting the additional Credit amount of $3.79.I filled out a "Review" on Mott & Bow website on 9/29/2022 and explained my Terrible Customer Experience and gave them 1 Star. I then received an email from them telling me that they would review my comments before posting my Review. It has still not been posted. So they control what Reviews and comments are posted so that they only have good Reviews. In my opinion that is not what a reputable company does to only show the good reviews.This has been a Terrible Customer Experience at every step along the way with my purchase and return. Thank you.****Business response
10/07/2022
Hi ****/BBB,
This order was refunded on 9/27/22 for the corresponding amount of $110.46.. Please note that the shipping cost ($10) paid at the moment of placing the order is not refundable as this is a service provided by a third party. Additionally, there is a $5 restocking fee deducted from the refund amount whenever an entire order is returned. We make sure to include this information in our policies (see policy on link below and attached).
*******************************************Customer response
10/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Based on the figures that **** & Bow provided in their response they still owe me $0.79 for the difference. My math shows they charged me $126.25 for the purchase and to follow their fees of $10.00 for the original shipping cost and the $5.00 restocking fee, then they still owe me the additional amount of $0.79 ($126.25 - $10.00 - $5.00 = $111.25 vs what they actually credited me of $110.46.
And they did not respond to the fact that they did not post my Review on their website. So they control what comments are shown from their customers and filter out the poor reviews. This is not what a reputable company should be doing.
Thank you.
****
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
11/09/2022
Hi BBB & ****,
The missing $0.79 are the taxes charged to the shipping cost making them non refundable. However, we've refunded it for the customer. They should be reflected on his end soon.
Additionally, all reviews left by our customers must go through a review process and they are then posted on our website. This review process can take up to 60 days from the day we respond to it. We hope this helps clarify.
Best,
Initial Complaint
06/17/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of jeans online from their website. I received them in a reasonable amount of time. However they were Ill fitting. I returned them. It has now been nearly 3 weeks with daily promises of refunding my purchase and every day I neither get my money back nor do I get a voucher. Purchase date: 5/4 Delivery date: 5/10 Return Date: 6/4Business response
06/17/2022
Hi ****, on June 2nd, you originally accepted for us to process this return for store credit instead of a refund back to your payment method (see correspondence attached). However, we've proceeded to cancel the store credit and have processed your refund as requested (see proof of refund attached).
Please let us know if we can be of further assistance.
Best,
Initial Complaint
03/10/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hi. I ordered--and received--a pair of jeans from Mott & Bow. The jeans have a hole (and I even sent their customer service a photo of the damage). I contacted their customer service department to facilitate a return as I couldn't log into their website, and so far, they've refused to help me. They have offered me a credit (initially $20 and raised to $50) on a future purchase instead of refunding my money and allowing me to return the clearly defective product.Customer response
03/10/2022
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
02/23/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
ORDER #****** 02/01/22 Grand Total $206.00 USD I exchange one of the two pair of jeans I ordered.I have received the exchange but no credit for my return.I expect a credit for $118.00 plus tax for my return.***** return tracking ************.I have been on contact with the business Mott & Bow and they always say I have to wait.Bur for how long, that is my question.Business response
03/09/2022
The order ****** was refunded on 2/24/22 for the corresponding amount of $123.00. Please note that we offer free shipping for orders above $150 which applied to this order originally. However, after the customer decided to return one pair of jeans for a refund her order fell below $150 making it no longer eligible for fee shipping. This is why the shipping cost ($7) was deducted from the refund amount as it is a service provided by a third party.
Please see refund transaction and return policy attached.
Please cancel this dispute; it's invalid.
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Customer Complaints Summary
50 total complaints in the last 3 years.
37 complaints closed in the last 12 months.