Complaints

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.

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 pair of pantsthat I returned. I took my box to *** along with another box I was returning to Shopbop. *** made a mistake and switched the return labels or scanned them incorrectly. My AYR package for item The High Hopes - Black / S / R was returned to *******. Shopbop order for 2 Apiece Apart Bari Crop Trousers for $345.00 each totaling $733.66 was returned to AYR. Shopbop reached out and told me they got the wrong item and they are returning the AYR pants to me. I reached out to AYR left messages got no reply. I finally got ***** on the phone and asked to speak to supervisor . She said she would have a supervisor call me.Then she sent me email saying they received the AYR pants. Now been emailing back and forth with her, and *****. They have come up with all sorts misinformation regarding the manner. One they got the item. Which is not true because ******* recieved it and they are returning it to me. They said it was the correct weght which is incorrect, the actual weight is not shown on return labels as they are all 1lb with prepaid labels. They told me if they get wrong items they throw it out. I asked for proof of what they got and they don't have proof and **** saying you got your refund. I called *** and opened a claim. I have reported this to *** Case number **********. I was informed that it was your responsibility to actually open the box and not just scan it. I was also informed that you are not allowed to throw out items as it is your responsibility to inform the customer and *** that you received incorrect items. They also told me that the weight is not the actual weight of item which you said was 1lb and that is just an automatic weight on all prepaid return labels.They will need proof from you of what items you actually received. If you threw it out then they will take action. If you return it to me they will close the case. Shopbop has proof of AYR item received and is returning it to me. Do the right thing please.

  Business Response

  Date: 10/29/2024

  This case is a pending investigation for which the customer has filed a *** case which is currently open.  AYR has responded to the customer via phone and email on multiple occasions and has offered to correspond directly with a *** representative.  AYR and its third party warehouse have responded in a timely fashion.

  As one of the two ecommerce merchants, we understand that the customer believes that there was a mix-up of return labels and the items may have been incorrectly delivered to the respective returns processing warehouses.  We understand that either the customer or a *** representative may be at fault here for the label mix-up.  We have offered to speak with a *** claims investigator directly to provide supporting documentation.  
  
  For resolution, we have disclosed the name and address of our third party warehouse.  We have also reiterated our Returns Policy (****************************************************) which is standard and which is stated here:
  
  "We will only accept returns from ******************************; please contact third party retailers directly to return items purchased through their channels.
  
  Items marked Final Sale are not eligible for returns.
  
  AYR is not responsible for any items other than those specified on the return slip, including but not limited to non-AYR items and personal effects.  If you return an item that is not on your original return slip, our warehouse will discard it.  No refunds will be provided for any additional non-identified items."
  
  In an email sent to the customer yesterday, October 28th, I included the following:
  
  "Our account manager at [company name redacted/third party warehouse] has confirmed that the returns processing team discards any non-AYR items which are not deemed large nor high-value. Our return policy is standard in that AYR is not responsible for any non-AYR items and personal effects. Our warehouse policy is to discard any items which do not match the original return slip.
  
  *** is welcome to contact AYR directly via ******************************************************************************** if they have any questions about our policy or if they require further documentation for case number 0271271965."
  
  Best,
  ***** ******
  ******** ** ********** *** *********

  Customer Answer

  Date: 10/30/2024

  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:

  [Your Answer Here]

   This is a lie. They have not reached out by phone. They refuse to call me. I have asked them for phone call numerous times. They told me they did not receive non AYR items. They told me they received the AYR pants. They provided no proof of what they actually received. There is no possible way they received AYR pants when ******* received them. *** is at fault not me.

   

   

   

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

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

  Business Response

  Date: 11/14/2024

  The customer's primary concern and issue lies with **** the carrier, and not with AYR as the merchant.  Indeed, the customer reinforces this in her most recent BBB response: **** is at fault not me."
  
  To date, *** has not reached out directly to AYR regarding the customer's claim.  ********************** has repeatedly offered to connect with the carrier to support the investigation.
  
  I have enclosed screenshots from Gorgias, our customer service ticketing system, of our multiple support threads with the customer (which also pull in Aircall phone calls and voicemails).
  
  An overview of the interactions between the customer and ********************** customer support:
  
  Thu 10/24, 4:22 pm, customer left 0:51 voicemail with ********************** customer service
  Fri 10/25, 11:23 am, customer called ********************** customer service and spoke with representative for 2:52
  Fri 10/25, 12:15 pm, representative emailed customer back after speaking internally with manager
  Fri 10/25, 12:26 pm, customer called ********************** customer service, hung up after 0:30 without leaving a voicemail
  Fri 10/25, 12:27 pm, customer called ********************** customer service, hung up after 0:25 without leaving a voicemail
  Fri 10/25, 12:27 pm, customer called ********************** customer service, hung up after 0:32 without leaving a voicemail
  Fri 10/25, 12:30 pm, customer called ********************** customer service, left a 0:58 voicemail
  Fri 10/25, 12:41 pm, customer called ********************** customer service, hung up after 0:26 without leaving a voicemail
  Fri 10/25, 12:43 pm, customer called ********************** customer service, hung up after 0:22 without leaving a voicemail
  Fri 10/25, 12:47 pm, customer called ********************** customer service, left a 0:03 voicemail without a message with the sound of her hanging up
  Fri 10/25, 12:50 pm, customer called ********************** customer service, hung up after 0:02 without leaving a voicemail
  Fri 10/25, 12:51 pm, manager emailed customer
  Fri 10/25, 1:04 pm, customer called ********************** customer service, hung up after 0:03 without leaving a voicemail
  Fri 10/25, 1:06 pm, customer called ********************** customer service, hung up after 0:03 without leaving a voicemail
  Fri 10/25, 1:27 pm, customer called ********************** customer service, hung up after 0:12 without leaving a voicemail
  Mon 10/28, 1:21 am, customer texted ********************** via Klaviyo in response to AYR marketing SMS
  Mon 10/28, 11:59 am, manager emailed customer
  Mon 10/28, 2:49 pm, customer called ********************** customer service, hung up after 0:08 without leaving a voicemail
  Mon 10/28, 4:56 pm, customer filed ********************************************* complaint for AYR, Inc.
  
  As I previously noted, AYR has responded to the customer via email and phone on multiple occasions.  When it became evident to us that the customer was escalated and communicating across multiple providers, we decided to streamline the communication and keep to written communication only so we had a clear, established paper trail which we could reconstruct for additional parties including our warehouse.  We understand that the customer is upset but we also understand that she believes *** to be at fault here.  We have responded to her in a timely fashion and we remain available for communication with *** directly.

  
  Best,

  ***** ******

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

  Customer Answer

  Date: 11/18/2024

  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:

  [Your Answer Here]

   

  You have literally demonstrated here the amount of times I tried to just soeak to a human being and was unsuccessful. All I wanted was to speak to a supervisor from the start. Not once did I receive a call from a supervisor. 
  I have never to date gotten a call. Just email responses with contradictory information. 
  I called to get someone on phone and no one picked up so I hung up,

  at this point its apparent that you will not give me that courtesy.

  I will close this case if you provide me and confirmation that you will not reverse the credit you provided. 
  I will deal with the rest with ******* who has given me the courtesy of a human manager on the phone and UPS.

  it is astonishing that you could not just call so we can have a conversation and even after a BBB complaint you still wont and you are lying saying you contacted me by phone.

  I have never experienced this. You even blocked me on instagram for no reason. 
  strange.

  Confirm that the credit is permanent and you will not reverse it and I will move on. 
  

   

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

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

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased a pair of jeans from this company and returned them. I received an email from them that my item had been received on 8/12/24. When I purchased the jeans, their checkout process went immediately to ********* I paid this item in full. I never received a refund of $244.36. I was told by the Ayr customer *** I had to get my funds from ********* *******m doesn't identify Ayr as one of its merchants and sent me back to Ayr. Since Ayr had received my jeans and can resell this new item with tags, I want my funds to be returned immediately. This has been a nightmare for me. I am not rich and need my money back. I will never make a purchase from this company again.

  Business Response

  Date: 08/27/2024

  AYR customer service repeatedly answered calls and sent emails to the customer concerning the refund of her order which was processed in full via Narvar Returns & Exchanges and sent to her Shop Pay account on 8/12/24.
  
  In response to the BBB complaint, AYR leadership sent another email to the customer on 8/27/24.  Email content as follows:
  
  Hi ****,
  
  I'm AYR's ******** ** ********** *** ********* and I saw that you submitted a Better Business Bureau complaint pertaining to your order *******
  
  I will reply via the BBB portal too but I have enclosed a screenshot from Shopify which confirms that the refund of $244.36 was released to your Shop Pay account on 8/12. Details enclosed.
  
  You can feel free to loop me into any emails or support tickets with Shop Pay; I'm happy to intervene to ensure you receive your credit in full. On my side, I have direct contacts at Shopify Plus, the platform on which we run our website.
  
  From my end, I'm reconstructing the interaction timeline as follows:
  7/24 Order placed
  7/25 Order shipped
  7/31 Order delivered
  8/3 Phone call placed to AYR customer service; customer service specialist **** answered
  8/4 **** from AYR customer service followed up with return instructions via email
  8/5 Narvar return request initiated
  8/12 Narvar refund of $244. 36 released to your Shop Pay account on file
  
  Let me know if I can help to confirm the Shop Pay status while I also attend to the formal BBB complaint.
  
  Best,

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

• Initial Complaint

  Date:05/14/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 3 items from AYR. 2 I wanted exchanges, 1 a refund but they only do returns, not exchanges they said. For the Low Key pant, they said I could not because it was a final sale item. Problems is that the pant was falsely advertised - its size defective. Their size chart says 29=29 but they later (after launch) in a hidden portion on the page it says to size down if between sizes. They say its a relaxed fit but the model and photos show the pant on the waist not falling off baggy which is what they were when I try them on. They fall off my body. This sizing is at least 2 sizes off. I took a photo of a 29 wasted pant and its a 2in difference. Also show a relaxed fit 30 size and this pant is still 1in larger! The size chart isnt accurate. This is probably why its a final sale close out because they want this size defective item out of inventory. Problem is they arent honest about the actual sizing as advertised. I initially wanted an exchange but have no idea what size I would be according to the pant (27 or 28?). I want a full refund of $135 or if they can send me a size that fits as intended (like on the model), that is fine too. This company is committing fraud and falsely advertising when they are unable to get the goods as advertised.

  Business Response

  Date: 05/14/2024

  Hello ******,

   

  We appreciate you reaching out and wanted to apologize for the negative experience you had with your recent order. In good faith, a refund has been issued for the cost of The Lowkey ($135 + tax, totaling to $144.79) to your original form of payment, which should reflect within 3-5 business days from the date of refund (refund processed on May 14, 2024). 

  Please note the following information regarding our returns on final sale purchases:

  Items marked Final Sale are NOT eligible for returns or exchanges, including a return for a refund, store credit and cannot be swapped out for a different size or wash. The item will be stipulated as such in the title and the description before purchase.

   With the style in reference (The Lowkey) being marked down 40% from its original pricing, it has additionally been noted as final sale. Future AYR purchases that are final sale cannot be returned or exchanged.

  Attached is proof of the refund with the order page and order invoice from order #******.

  If you have any questions, please contact our customer support team at ***********************************************************************************************************. 

  Customer Answer

  Date: 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.
  
  Sincerely,
  
  *******************************