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:07/12/2024

  Type:Product 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 purchased a dress from Dia on 6/7/24 that was intended to ship much sooner than it did. After several weeks of back and forth with their team, on 6/18/24, ***************** from the Dia team offered to refund me the $209.88 that I paid for the dress due to the negative experience and inconvenience. I was told I should receive the refund in 3-5 business days. Despite the promise of a refund, I have not received any refund to date, and it's been over a month. I have reached out to Dia multiple times, but I have either received no response or vague assurances without any follow-through.I am seeking a full refund of $209.88 as initially promised by ***. I also urge Dia to improve their customer service and refund processes to prevent similar issues for other customers.

  Business Response

  Date: 07/26/2024

  The customer's complaint is valid. The order she placed was not delivered in the guaranteed timeline and ultimately was not received for a major event. With that being said, when the customer engaged our customer service team, I was prompted to take action. Here's a summary of what I did from our ticketing system

  1. Original Order - We refunded the customer for the order in full. The dress ordered ended up shipping and was received and we allowed the customer to keep the product free of charge.

  2. New Order - We offered the customer a 50% discount on a future order with complimentary expedited shipping as needed.

  After submitting the customer's refund request to our corporate finance team, the refund process was delayed. Our business was in the process of an acquisition and our systems integrations and processes were still being finalized when this incident occurred. After escalating the issue of the refund for the customer, we issued a refund for the purchase price of the product, less sales tax. We have requested the additional balance to be refunded to the customer's original method of payment on 7/25/2024 and are awaiting confirmation.

  The customer has been diligent in their communication as have we been in our responses to the customer. We understand that there are opportunities for improvement; however, we continue to make good on this issue for the customer first by fully refunding the order, providing the dress that was delivered late free of charge and remaining in contact.

  Customer Answer

  Date: 07/30/2024

  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

  Date:06/04/2024

  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 made an online purchase on 5/26/24 I received confirmation and was charged. Whenever I checked on the status of the order it stated that it was being fulfilled I called today and they are excusing that the order was ordered in their previous platform and has not been updated. I was not notified of this and now they took my money which they claim I will be refunded but they are unwilling to tell me how much.

  Business Response

  Date: 06/05/2024

  Dear *************************,
  
  ************************ owner of the Dia & *** brand of products (collectively, ******************** received complaint ID ******** from *********************** forwarded from your office, and we are writing to respond.
  
  We understand that ****************** complaint states she placed an order on May 26, 2024,and received confirmation. However, upon checking the status of the order, she learned it was canceled. ************** asserts she was not notified of the cancellation and is requesting a refund of $238.00 for the order.
  
  ****************** records confirm that ************** placed an order on May 26,2024. At that time, Dia & *** was being integrated into the ***************** portfolio. Unfortunately, due to this transition, ****************** order could not be fulfilled. On June 3, 2024, a refund for the cancelled order was issued to her payment method and should be reflected on her next billing statement.
  
  We want to assure ************** that the ordering platform for Dia & *** has been updated and she should not encounter any issues with future orders. If ************* needs help placing her order, she can contact our customer service at **************.
  
  We thank ************** for taking the time to inquire and we trust we have provided the information necessary to resolve this matter.
  
  Sincerely,
  ***********************
  ****************** ********* ************** ********************* * **** ************** **************************

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair 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.

  Dia and ** cannot be reached by phone. They were paid $30 on April 11, 2024 for a seven-item package to be shipped on April 12, 2024. The package has not been received, they are not responding to emails, and no longer have a customer service number for personal contact. I want my package, a refund or to hear from the Representative. Order No. Order #*******

  Customer Answer

  Date: 04/24/2024

  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

  Date:03/15/2024

  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.

  Dia & CO has an option to select articles of clothing, that is shipped in a box, you try them on and return what you don't want to keep. I have been using this service for over 6yrs. Recently they charged me for clothing that was returned. Upon reaching out to them, they then tell me clothing was returned in a unsatisfactory way(which isn't true) and they said it has happened over 30 times in 6 yrs, yet I was never informed, warned or anything! This did not come up until they wrongfully charged me. They are also ignoring my messages, and emails now. I had my debit card on file with them (you have to to use the service) and they automatically charged my account. I have nothing for the $340.50 AND I was wrongfully charged.

  Business Response

  Date: 03/18/2024

  Hello,

   

  We have made a one-time exception and processed a refund for ******. In the past, this customer has 36 damaged items offenses which means she returned many items as damaged or has not returned the items in her prepaid return envelope. We will no longer style or ship any orders to ****** in the future.

• Initial Complaint

  Date:01/22/2024

  Type:Sales and Advertising 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.

  Somehow, someone created a Dia & Co account with my Discover card. I was signed up for a subscription box. I saw that I had the email and immediately emailed Dia & Co. that I did not sign up for their service, to please remove me from their email list, and to cancel any subscription they signed me up for as it was done fraudulently. Dia & Co sent a box of clothing to my home, which I returned to them and returned to sender. They sent it back to me again! I sent it back again! Today, I'm suddenly getting fraud alerts from my Discover card that Dia & Co is repeatedly charging my card for various amounts of money! They charged me *****, ******, *****, *****, and *****! I have had to have my entire Discover account closed because of this! I want this company to stop contacting me! Stop emailing me! Stop sending me boxes! I did not sign up for their services, this is fraud. I want them to refund my money.

  Business Response

  Date: 01/26/2024

  Hi *****,
  I see that we did attempt these charges and a few of these were successful. The reason for this is because you had an outstanding balance. Since you were past the five-day try-on period and there was no scan on your return tracking label, your box was marked as overdue in our system which is what caused the charge and resulted in an outstanding balance. This is stated in our Terms of Service.

  
  These items were delivered November 30, 2023 as shown on your tracking label. **** did not receive the returns until January 18, ****. We received those returns and already issued a full refund as a courtesy although you were outside of your return window. 

  
  If you need further details regarding this box, please reach out to our customer service team at **************.

  
  We also see that this account was created under the name *********************** with the same e-mail and shipping address you provided the BBB. If you believe this is to be fraud, please contact our customer service team so that we can further assist you and take a deeper look into this. 
  

  
  

• Initial Complaint

  Date:01/03/2024

  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.

  Earlier in the year I purchased several swimsuits. I exchanged the swimsuits once because of poor fit. Then I exchanged them again as I noticed the swimsuits had a drastic price reduction. Right after I attempted to exchange the swimsuits I ordered a suit and had buyers remorse as I felt the quality of the suit did not equate to the price I'd paid. When I attempted to send the suit back I was horrified to note the suit was a final sale purchase. Even though to date the suit is still being actively sold. I reached out to Dia and was informed the purchase was final. I then reached out to my financial institution to reverse the charges and send Dia back the suit. I eventually just gave up and didn't pursue the matter any longer. In the interim Dia hasn't processed the refund for the swimsuits I returned because there is a hold on my account due to the request for bank charge reversal. The bank charge reversal has been finalized yet they have not refunded me for the swimsuits and they are in possession of the suits. I have done business with Dia & Co for many many years and have never had a problem with them. I realize the post-covid era has made so many changes and Dia just isn't the same company they used to be. I get it.I would like to be refunded the money I am owed for the swim suits that are in there possession..I would also like for them to refund me the money for this poor quality suit I still have in my possession. I thank you for your consideration

  Business Response

  Date: 01/04/2024

  Hi *****,

  I see that this purchase was back in June of 2023. I took a deeper look into this issue and, as my colleague mentioned, we never received the returns on those two swimsuits that you had exchanged. When we asked if you could please provide a receipt of the returns, we didn't receive any further replies from you. I've included a screenshot with timestamps of this correspondence for your records. 

  Once we receive a reply with the requested receipt showing that the items were sent back, we can absolutely get this resolved for you. 
  
  

   

  Customer Answer

  Date: 01/14/2024

  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]

  Are you able to locate the return under a different email address **********************************? 

   

   

   

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

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

  Business Response

  Date: 01/29/2024

  Hi *****,

  We examined both accounts previously and there were no returns for the exchanged items. 

  As previously mentioned, once we receive a reply with the requested receipt showing that the items were sent back, we can take a deeper look into this. I would also recommend filing a claim with **** as well if you feel the *********** lost the package. 

  Unfortunately, since you have submitted bank disputes on your account, it has been locked for us to issue any refunds without merchandise being scanned in at our *************** At this time, there is no refund available to be issued 6 months later.

• Initial Complaint

  Date:11/10/2023

  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.

  On or around October 10th I received a styling box I ordered. I tried the items on but didnt like what they sent. On or around October 13th I returned the items. I placed all items in the pre labeled bag and took it to the post office where I dropped it off with a postal employee. I returned a package from Stitch Fix at the same time. The package for Stitch Fix was received with no issues so I know the Dia & Co package was processed and shipped as well. I also went on the website and left a review on the items and marked that I was returning all pieces. On October 26 I was charged $372.31 for failure to return items. I have contacted customer support who has not been helpful at all. They gave me a tracking number that doesnt work or isnt related to my package and refuse to do any investigation on their side. I have requested a refund and they will not refund my money. They tell me I have to work with the post office however the post office cant help me because the tracking number isnt correct. I believe that if they did any investigation within their returns department they will find the pieces I returned.

  Business Response

  Date: 11/14/2023

  Hi ******,

  We have successfully resolved this issue and refunded you per your requests. I've included a copy of my outreach below to inform you of the refund. Thank you. 

  "Hi ******,
   
  My name is ***** and I work with our accounts team here at Dia & Co. 
   
  I looked further into your return label and I wasn't able to file a claim with **** as you mentioned. Unfortunately, I can't find a reason why. However, I will investigate this further.
   
  In the meantime, I've gone ahead and refunded you the $372.31 to your account. It can take a few business day to refund back to your original payment method. If you have any questions about your refund, I would contact your bank. 
   
  For future, be sure to get to a receipt from the counter at **** when you are returning the box. This will ensure that you aren't held responsible but rather the *********** is held responsible for any undelivered boxes.
   
  I hope you have a wonderful day and please let me know if I can help with anything else."

• Initial Complaint

  Date:09/26/2023

  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.

  Date of transaction: December 29, 2018 at 3:02AM Paypal payment of $1 - it was a free box with $1 shipment. On January 16, 2019 I was attempted to be charged for $222.01 Company claimed to have sent me screenshots of receipts, charge attempts and photos of the items in the package. And claims I have an outstanding balance of $207 + Tax. They have also claimed I have been sent emails when the box was styled, shipped, delivered, and overdue. When I originally ordered, there was nothing about being charged for the amounts of the items within the box. The entire website at the time said that people would be charged $1 for shipping. And now theyre attempting to claim I owe them a lot more money. I have brought up this issue with them and explained it wasnt right. They refused to acknowledge this piece of information. I was charged the following;$59 $35 $32 $72 $58 Which wouldve been $276. And it dropped to $207. There is a styling credit and a 25% Full Box Discount which these never showed up when I originally ordered this mystery box. My total was shown to be $1 that being for the shipping.

  Business Response

  Date: 09/27/2023

  Hi ******,

  Upon further research, we can confirm that there is an outstanding balance of $207 + tax ($222.01) on your account with *************************; ** registered under your email ************************* We've attached documents of this outstanding balance as well as all of the attempts that have been made on this account. As you can see, there is no successful charge or an attempted charge of $59, $35, $32, $72, or $58. If you have documents to provide showing these charges, we will be happy to look into them as we have no correspondence from you or record of these charges.

  We also see that you have an outstanding balance under another account with the email *********************** The outstanding balance is $165 + tax ($176.96). We have included documents regarding this account. We see that other accounts were created at your address as well including, ********************* and ******************** We canceled these accounts back when they were created so there were no orders made on these accounts.

  Your debt is now held with our debt collections agency, **********. We see that you disputed this debt with them as well and we are providing the same documents that we are providing here. 

  As for your statement regarding the promo code and $1 shipping, we do see that you entered a promo code for Free Styling. Ive attached documents showing this promo code you entered as well. You did not pay a styling fee as shown on your receipt but there was a $1 PayPal authorization charge on 12/29/2018. Dia&** always offers free shipping for Style Boxes ordered so you were not charged for shipping. This authorization charge and styling fee was applied to both accounts, ********************** and ************************ when you ordered boxes as you can see from the documentation provided. 
  

  Customer Answer

  Date: 09/29/2023

  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:
  

  
  They have confirmed that I had a free styling box when I had to pay $1 for it. If you look at the different times when I was charged for $1 originally to when I was attempted to be charged $222.01, that being approximately 18 days later than when I originally ordered the box. Which you are able to see that it happened on the documentation they have put in.

   

  They didnt answer why I was being charged that at all especially since they themselves have confirmed that I ordered a free styling box. Including the fact they didnt even answer why I was being charged approximately 18 days later. 
  

  I went through both documents, these are documents they have claimed to send to me in the mail: weve also made 10+ attempts to charge this outstanding balance, each resulted in an automatic email reminding her to update the payment method on file. Weve included screenshots of receipts, charge attempts, and photos of the items.

   

  I havent received one screenshot of any of these things. Especially since it was a free styled box where I only had to pay shipping. And the amount of my $1 payment has been shown to be successful.

   

   

   

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

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

  Business Response

  Date: 10/30/2023

  Hi ***********************, 

  We have reattached all of the documentation that we previously already provided which shows in detail the outstanding balance that is owed. When a customer is given a Free ********************** promotion, as shown in your documents which is the promotion that you were offered and accepted, you are still required to pay for the items that are kept or return the items that you do not want. You did not return items and did not pay for the items that were kept. You did not reply to any of our attempts to reach out and resolve this outstanding balance. 

  As mentioned in our previous correspondence regarding the promo code, you entered a promo code for Free Styling. You did not pay a styling fee as shown on your receipt but there was a $1 PayPal authorization charge on 12/29/2018. This $1 PayPal authorization charge had nothing to do with any promotion offered. Dia&Co always offers free shipping for Style Boxes ordered so you were not charged for shipping. This authorization charge and styling fee promotion was applied to both accounts, ********************** and ************************ when you ordered boxes as you can see from the documentation provided. 
  

• Initial Complaint

  Date:09/15/2023

  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 had an account with this company when I lived in *******. I had issues with shipments because we had post carriers that were tempts stealing packages. I even filed police reports when my packages were stolen and assisted police to catch the theft. I wanted to order again and I was told because of my past shipping issues I had to have a secure shipping method and I do I live in another state in a small town. It's a very safe rural address. First I was told I could order but then when I went to order my order was canceled immediately with no explanation. I contact CS and ask what the problem was thar ***** and cleared me to order and A rep named ***** told me I was basically a liar and theft was my fault and I wasn't allowed to order. I asked to speak to a supervisor and told no one was available and some one would call me back. This is discrimination pure and simple. I followed the rules and was approved only to be told I'm some kind of crimmial when I had nothing to do with it. I work for the state and I've passed major background checks, I wouldn't have been able to do that if I was a crimminal.

  Business Response

  Date: 09/25/2023

  Hi *******,

  As we mentioned in previous correspondence, we wont be able to send further boxes to you. As stated in our Terms of Service Dia&Co reserves the right, in its discretion, to suspend your use of the Website and Service for violations of these Rules of Use or to protect the security or operation of the Website or Service. You stated that you had to file a police report and that the address is an, I quote, unsafe rural address. We also see that you created other accounts under different email addresses which is also what flagged in our system. We have determined that this is too high of a business risk to allow further boxes to be shipped. 

  I have attached the correspondence between you and ***** for your records. As ***** mentioned, we have made this decision through Management not to ship any further boxes on this new account even with the new shipping address

  
  

  Customer Answer

  Date: 09/26/2023

  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 guys really can't tell the truth. The address in ******* where I had the issue is unsafe, ****************************** I have since moved to an entirely new state. I could understand if I still lived in ******* but you told me in prior conversations with *****, that as long as I had another more secure address, I would be allowed to continue ordering. I even made arrangements with my post office to have all packages held and I would pick them up. Your terms don't allow you to discriminate against someone for something completely out of their control. I did nothing wrong. I only have 2 accounts created because I lost access to the 1st when I lost access to the email which I told *****. I 100% think it's the color of my skin why your refusing to send to me any further merchandise and that's illegal. I paid for every box I recieved and even referred people to you, never recieving credit for it. I deserve a second chance. 

   

   

   

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

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

• Initial Complaint

  Date:07/25/2023

  Type:Billing 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 am receiving emails from a collection company hired by Dia & Co. stating that I have an outstanding debt of $219.00 dating back to July 2018. However, while I did have an account with **********************, I cancelled my subscription in May *************************************************************************************** this case, I have NEVER received the clothing that they say I must pay for BUT they do document that the credit card was not able to be "charged" for the clothing. Now, after five years, I suddenly receive an email notice from a collection agency telling me that I owe Dia & Co. I have never received any email or print mail notification from Dia & Co. asking me for payment during the past five years (2018-2023), so I am concerned that this company is trying to get me to provide them with a credit card number to pay for the "so-called clothing subscription from July 2018" so they can continue to charge items to my card. I have read several reviews of the company's recent behaviors with their customers and was glad that I cancelled my subscription in 2018; however, I think they are creating bogus charges and sending false collection statements to former customers to regain falling sales. I will be reporting this to the ******** Attorney General, in addition to filing this report with you.

  Business Response

  Date: 08/11/2023

  Hi ******,
  I received your outreach to the Better Business Bureau and I wanted to respond. At this time, the debt that you are referring to, sits with the collections agency **********. In order to resolve your dispute, you will need to connect with ********** directly. 
  I was able to locate a bit of information that might be helpful for you to have, on hand, as you move forward with your dispute. 
  On June 20th, 2018 Dia & *** successfully charged a $20 styling fee to the card you had on file. Then, beginning July 3 and through August 31st 2018, several attempts were made through our internal system to collect on the balance due. With each of these attempts, an automated message was sent to the email address ******************* associated with the account. We never heard a response nor was the payment method ever updated so there was no successful collection
  
  As I mentioned before, at this time we have partnered with an agency, **********, to support us in collecting outstanding balances. If you have a dispute about the charges on this account, I suggest that you reach out to them directly. In addition to the documentation I have included, be sure to note both your reference #: ****** as well as your transaction #: *******. Please share this information with ********** so that they are able to help you investigate. 
  

  Best,

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

  Director of Styling and Customer Experience

  *************************; ***