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:04/14/2025

  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.

  Ordered merchandise from Dona Jo Order was billed and order was partially shipped.Merchandise was returned as size and items were substituted by Dona Jo.This company has since issued false charges for merchandise never ordered, and has yet to honor refunds for returned merchandise The issue has been documented and AX is involved.

  Business Response

  Date: 04/14/2025

  Ms. ***** placed 3 orders with Dona Jo. Order details directly from our system are attached. 

  Order #****** in the amount of $107.26 on 11/28/24. This order was eligible for a return for store credit or exchange under our outlined Black Friday return policy. The customer opened a chargeback on 1/6/25 and the credit card chargeback is still under dispute. ******* states it can take up to ********************************************************************** dispute between the credit card company and *******. Once a decision is reached we will provide the store credit to the customer per our outlined return policy.

  Order #****** in the amount of $86.07 was refunded back to the customer in full on 2/1/25. She has received her refund.

  Order #***** in amount of $72.09 was kept by the customer and not returned. We do not have any requests to return this order. 
  
  
  

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  there is one order #****** from 11/28/24 in dispute. That was paid in full from Nov/Dec credit card bill. On 12/13 an item from the disputed order was returned and receipt of return was acknowledged. On the Dec/ January bill a credit was issued for the return by Dona Jo for $52.64. But, I was recharged that same amount on my January/February bill which negates the credit even though no additional merchandise was ordered or received and furthermore Dona Jo backdated that charge on the January/February bill to the date November *******. The dispute was initiated on January ****** and that now constitutes 104 days far surpassing the timeframe Dona Jo states a solution will come to fruition. The fact that Dona Jo back dated and reissued a new charge after receiving and acknowledging a credit for the return is both fraudulent and shady as no order or charge was made by me. Numerous calls have been made to Dona Jo and all we have received was a run around. The very fact that Dona Joe issued and backdated a credit card charge for fictitious merchandise should validate they have made fraudulent charges against my credit card and Dona Jo should be investigated and sanctioned 

   
  Regards,
  
  ***** *****

  Business Response

  Date: 04/15/2025

  At this point you must speak with your credit card company. If you view the attachment we've shared here. The dispute (opened by you) is still in process with your credit card company. When a dispute is opened by the customer, the business's hands are tied. The funds have been debited from Dona Jo on 1/6/25 and held in the dispute. Once the dispute has been cleared with your credit card company we will be able to issue you the store credit for the return. 
  
  We did not charge you $52.64 in January / February. The charge occurred on 11/28/24. We do not hold credit card information (******* our web platform) only provides the last 4 digits for the ** to keep everything safe and confidential. 

  Please contact your credit card company and ask them for more details. 

  Once the dispute is dropped we will be able to refund you for the 1 JOJO SKIRT BOTANIC you returned. That refund is due in the amount of $52.64 as a store credit per our Black Friday return policy. 

  The ** dispute you've opened is in the amount of $67.64 which is not the correct amount of the item you returned. If we were to issue a store credit right now in the amount of $52.64 our business would be giving you a free skirt. The other skirt you kept (see attached order details) SOAR SKIRT AMARYLLIS. Like we said, we need to wait for the dispute to be finalized. 

• Initial Complaint

  Date:11/25/2024

  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.

  On or around October 27th, 2024 I placed an order for a skirt from Dona Jo. I was provided a tracking number and discovered it was sent to an incomplete and incorrect address. The **** returned the skirt to sender. I have contacted Dona Jo several times since then, asking for an updated on when they would ship the skirt back out to the correct address. I have heard nothing. It is now November 25th, almost one month later. I still have no skirt and Dona Jo has my money. The fact that they do not provide a phone number for customer service is a little odd, all you can do is email - and no one responds to the emails. I want a refund for my purchase, they can keep the skirt!

  Business Response

  Date: 12/09/2024

  Order reshipped to customer. Customer provided incorrect shipping address at checkout. Had to wait for the order to be returned to us to reship. The reshipment was delivered on 12/2 to the customer. I'm not sure why the customer would open a ******************** dispute when we provided customer service through the whole process to correct the initial problem of the address being enter incorrectly at checkout. 

  Customer Answer

  Date: 12/09/2024

  
  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, although it took them over 30 days from when they received my order back, to ship it out to me.
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:06/26/2024

  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.

  Bought a skirt and used the size chart to order the appropriate size. Received the skirt, it fit fine till I started golfing. The skirt then rode down the whole round - I was constantly pulling it back up. Customer service told me I should have ordered a different style or a different size and I couldn’t return it because I’d worn it. I used their size chart and I paid extra for a free return. I golf 4 times a week, have bought a ton of golf shorts and have never had this issue.

  Business Response

  Date: 07/04/2024

  Customer has violated our return policy. Attempting to return a worn garment. The garment is not defective. It's either not the right size or right style for the customer. Sounds like a smaller size or different style would work better. Our skirts are intended to be fitted. If the tags were attached and garment was unworn (just tried on) then yes, it would be eligible for a refund. However, this was not the case. 

• Initial Complaint

  Date:12/12/2023

  Type:Customer Service 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 placed an order last week and received no confirmation in either email or text. I attempted to email but got no response and then tried to call but according to Verizon, the number doesn’t work. So I reordered thinking there was an error in the first order but my card now shows several transactions and I can’t get ahold of anyone to sort it out. Very frustrating

  Business Response

  Date: 12/12/2023

  Order #****** has shipped and is expected for delivery on 12/14. Here is the tracking information:

  https://************************************************************************************** 

  Your order was placed under email address *************@*****.com and both the order confirmation and shipping confirmation was sent via email. I'd recommend checking your spam / junk folder as most likely it's there if that is your correct email address. 

  Order #****** has also shipped but the tracking information hasn't updated just yet: 

  https://************************************************************************************** 

  Once you receive both orders, you may simply return the second order since it's a duplicate. You'll submit your request here:

  https://***************************.com/

  Have a nice day and Happy Holidays.

• Initial Complaint

  Date:11/02/2023

  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 followed the size chart. The item is much too small. The size chart is not accurate. I want to exchange it for a larger size. The website says it is a final sale and I can’t return it. I don’t want a refund. I want an exchange. This is the second time that this has occurred. Last time I followed the chart. It was too big. I kept it because I could gift it to someone. This, I cannot.

  Business Response

  Date: 11/06/2023

  Thank you for contacting and shopping Dona Jo! 
  
  I'm happy to help you return your order for an exchange or for a store credit!

  Since the order is on final sale, it's not eligible for a free return label. You can find more information about final sale returns in this article on our Help Center.
  
  If you'd like an exchange to a different pattern / style, please let me know so we can check our stock and pull the item(s) on hold. You can check eligible items for an exchange here.
  
  Otherwise, we will process the refundable amount as an electronic gift card (store credit) that will be sent to your e-mail once your return has been processed at our fulfillment center. This credit never expires and can be used towards any future Dona Jo orders.
  
  You can send the order back in its original package along with the original packing slip. All items must be unworn and with the tags attached.
  
  Make sure to send back to our fulfillment center with your preferred carrier, the address to use is:
  
  Dona Jo, Inc.
  Attn: Return Department
  ***** **** **** ***** **** *** **** ****** ** *****
  
  Please let us know if there is anything else we can do to enhance your Dona Jo experience!

• Initial Complaint

  Date:10/08/2023

  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.

  9/24/2023 & 10/3/2023 $140.52 Provide 2 dresses Prior to purchasing items I clicked on the bottom of the page ‘Return Policy’ Link. I was taken to a page that stated ‘We accept returns and exchanges of unworn, unwashed, undamaged and tagged items within 30 days of purchase.’ After purchase, I attempted to return the items, although I was told I must pay for return shipping and can only get store credit . They have not tried to resolve. Order # ****** & ******.

  Business Response

  Date: 11/02/2023

  As detailed in our return policy all final sale items are eligible for a return for store credit or exchange only. We do not provide a free return label on final sale merchandise. These are the instructions to process a final sale return:

  Since the order is on final sale, it's not eligible for a free return label. You can find more information about final sale returns in this article on our Help Center.
  
  If you'd like an exchange to a different pattern / style, please let me know so we can check our stock and pull the item(s) on hold. You can check eligible items for an exchange here.
  
  Otherwise, we will process the refundable amount as an electronic gift card (store credit) that will be sent to your e-mail once your return has been processed at our fulfillment center. This credit never expires and can be used towards any future Dona Jo orders.
  
  You can send the order back in its original package along with the original packing slip. All items must be unworn and with the tags attached.
  
  Make sure to send back to our fulfillment center with your preferred carrier, the address to use is:
  
  Dona Jo, Inc.
  Attn: Return Department
  ***** **** **** ***** **** *** **** ****** ** *****

  If an exchange is selected please email ****@*************.com with your selection. 

  
  
  

• Initial Complaint

  Date:08/11/2023

  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 emailed DONA JO in advance to inquire about the return policy, as this was my first-time ordering from them, and I was unsure of my sizes. They emailed me back their return policy, and since it appeared straightforward to return within 30 days, I proceeded to shop. They then emailed me one promotional discount after another, so I placed what I hoped would have been my first of many. Upon trying on my items, none fit. After trying to place a return online, I kept getting this error: "We couldn't find that order. Please check the order no..." They also replied, "Our returns center will only allow you to submit an exchange request for nonsale items...." And the emails continued back and forth; they kept responding with boilerplate notifications and amateur emojis. An example of what I wrote was: "Good morning; I'm getting very frustrated with this process as this is my third email... This is my first experience ordering from you all, and I'm trying just to decipher the correct size, and I would love to get it right, but this has become quite a hassle. Are you going to send me a return label? The items I bought were just on special for the day. Nothing was disclosed as a Final Sale." According to the U.S. Return/Refund Laws, a store must post their policy understandably on its website. And it is advised that retailers provide this policy in hard copy with shipments; DONA JO did not do this either. I request a return of ALL five items. Everything has tags on it, is unworn, and placed back in the original plastic bag, and the return has been started within 30 days from the date of purchase. After emailing & calling this disconnected number, ###-###-####, listed online, I can no longer accept mistreatment. Again I'm requesting a refund for my August 2 purchase of $232.47. Order #******. And this wording on the website should be revised immediately: "FREE SHIPPING & RETURNS ON ALL ???? US ORDERS!"

  Business Response

  Date: 08/22/2023

  Complete return policy is attached here. Customer purchase 5 items - 2 full priced items and 3 marked final sale. All items at donajobrand.com in our sale collection are marked as final sale. This information can be found on the product page and collection page. This information is also located in our return policy. The final sale items will be issued a store credit or exchange (if customer prefers). The 2 full priced items will be refunded back to the customer's original payment method.

  Customer Answer

  Date: 08/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I emailed this on August 18th to Ashley F****** th eCustomer Experience Manager and no one responded. I find their practice deceitful and unacceptable. PLease read my email, my expectation is a full refund. 
  
  Ashley, I would have appreciated an apology for the confusion caused by your promotional emails. I received so many, and none of

  them said I could not make a return if I took advantage of buying something on sale. See attached nowhere does it say if I uses this promotion it would be a final sale. This is just one email of a dozen that I received that does not disclose your policy in the context of the promotion. I would hope my feedback will be of value.
  
  And again, I reached out via email before purchasing to inquire about your return policy and I assure you I would not have bought anything on sale to see how it fit if I could not return it. 
  
  Regarding my returned items, I knew there was a 30-day return window and I was told via email your team was reviewing my case, but this was not done promptly. It took me following up three times before hearing from you. 
  
  Considering these circumstances, I request you make a one-time exception regarding your return policy. I hope you take customer satisfaction seriously and consider my feedback on how your return policy verbiage is not easily comprehendible or visible. 
  
  As someone with a background in Retail and Hospitality, I understand the importance of providing exceptional customer service. It is disheartening how DonaJo has fallen short, and I am appalled at how difficult you are making this for me as a potential long-term customer.  
  
  I am hoping you can make this opportunity right. Accepting my return, in FULL, which is already on the way back, will demonstrate your commitment to resolving this matter and help reestablish goodwill between us.

  Customer Answer

  Date: 08/23/2023

  Nowhere does it say if I use this promotion, it would be a final sale. This is just one email of a dozen that I received that does not disclose their policy in the context of the promotional email. 
  
  I hope my feedback will be of value and that a FULL refund will granted. 
  
  This company must understand that consumers will not think a sale item is a Final Sale. There is no mention of it in any of their sales emails. You will see the attachment that I provided gives a code to use and does not say anything about its consequences. This is just one example. 
  
  I do not want a store credit -- I request a FULL refund for all five items. 
  
  The absence of this explicit information about the final sale policy in their promotional emails is deceitful. They should take responsibility for this, take immediate steps to rectify the situation, AND update their future communications to state any applicable terms and conditions clearly.

  Business Response

  Date: 08/28/2023

  Please see attached. The first attachment is the order details. The customer was refunded in full for the 2 full priced items. The 3 other attachments are screenshots of each of the final sale products purchased. The complete final sale information can be found on the products that are on final sale. The disclaimer reads, ALL SALE ITEMS ARE MARKED FINAL SALE. WE DO ALLOW RETURNS FOR STORE CREDIT OR EXCHANGE ON ALL SALE ITEMS. YOU CAN FIND INSTRUCTIONS TO RETURN SALE ITEMS BY CLICKING HERE.". This information is provided to all customer prior to making a purchasing decision with Dona Jo. This information was provided upfront. 

  Customer Answer

  Date: 08/29/2023

  Nowhere does it say on any of the dozen emails I received with the promotions that I would not be able to return an item for a refund. I attached one email promotion example and can provide many more.
  
  No verbiage was disclosed in the promotional emails explaining that using the promotion (i.e., 30% off) would make the sale FINAL. A consumer should not have to dig around to seek clarification. As a customer, I trusted this organization and have been treated deceitfully. If the policy isn't properly disclosed, merchants must provide a refund. Lawfully speaking, if you have something like an All Sales Are Final Policy that restricts returns completely, you should display it somewhere prominent so customers have a fair warning of your terms. According to the Florida Statutes and many other states, retailers must demonstrate a "no refund" sign or vocabulary if they don't offer or accept returns. If a retailer fails to show a warning, a customer can seek a refund within seven days of purchase if they have a valid receipt and the goods are unused.
  
  I again ask that all five items be credited to my credit card. I am no longer interested in purchasing anything after my treatment. Therefore, a Dona Jo store credit is not of use. I am not the only one who has had this encounter with Dona Jo. ( IE: SiteJabber website is one of several where customers complain about the same issue.)
  
  Transparency is crucial when providing information about promotions and their associated terms. This information was not communicated in any of the promotional emails that I was sent. If anything, IT IS THE OPPOSITE. Every one of the emails states: "FREE SHIPPING & RETURNS ON ALL US ORDERS!" Nowhere does it say that using the 30% promotion, for example, is a final sale.
  
  I request this case be escalated and that you work toward issuing a refund for the '5' items in question as soon as possible. 

• Initial Complaint

  Date:11/14/2022

  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 ordered two items: (1) shirt and (2) a skirt on 10/23/22. As of 11/14/22, the shirt has never shipped. The skirt was delivered and was of very poor quality. The wasteband did not have adequate elastic. On 11/4/22, I finally received a response stating that it was final sale. It was not. This is a scam tactic and I want a refund. Neither item were listed as final sale. I confirmed the entire order description when making the purchase and the items were NOT marked final sale. There is also no indication on my receipt (attached) that the items were final sale. As of 11/14/22, customer service did not respond to my 11/4/22 request for a refund.

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  1) The vendor never addressed the fact that it failed to provide me with half of my order.  The shirt that I ordered was NEVER delivered.  It has not shipped.  I was charged $61 and half of my order was never shipped nor delivered.

  2) The vendor did not state that my skirt was marked "FINAL SALE" just that it was marked SALE.  FINAL SALE and SALE are two completely different things.  This is a scam to prevent customers from getting a refund on sale items that are not marked FINAL SALE. 
  
  Regards,
  
  ******** ******

  Business Response

  Date: 11/18/2022

  All products in the sale collection at ***********.com are marked as final sale. There is a disclaimer at the top of our sale page. 
  https://www.***********.com/collections/sale 
  ALL sale items are marked final sale. We do allow returns for store credit or exchange on ALL sale items. 

  The 2nd item is currently in-transit via USPS: ********************************************************************************************** 

  
  

  Customer Answer

  Date: 11/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  The website repeatedly advertises FREE RETURNS.  The disclaimer that NOW appears on "Sale" items was not there when I purchased the items.  It is deceptive business practices to mark and treat "sale" items as "Final Sale." They are clearly two different things.  "Sale" does not mean "Final Sale" and this company knows that.  I should receive free shipping return on my items and a refund. I also STILL have not received one item that was ordered almost a month ago, and it appears that it was only shipped in response to this complaint.  I do not want the item or anything to do with this company. The company can have the item returned to it.   

   

  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:09/07/2022

  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 ordered wrong size, requested to exchange for smaller size, Ii received mssg thst I would get info on how to return , three days later I have not received any information despite three emails requesting help ,, got email saying to order new skirt first and then return incorrect size When I complained about the time delay ,, but still no directions on how to return,, plus there is no customer service available by phone. Totally frustrated

  Business Response

  Date: 09/08/2022

  Email correspondence is attached. We have communicated with the customer regarding their request to exchange. Thank you! 

• Initial Complaint

  Date:08/06/2022

  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 have ordered several shirts/skorts from Donajo in the last month. The first time that I requested a return, I notified them by email and within a few days- they emailed a return postage label and my account was credited. The next time I ordered- the items arrived but neither of them fit comfortably and again I requested a return. I received an email response saying that would I would receive a response within 24-48 hours and that was a week ago. Again, today, I requested a return label for two items. From reading some of the other complaints, I noticed that others have had similar problems with Donajo. Any assistance that you can provide to expedite the arrival of a shipping label and refund, I would appreciate it. THIS COMPANY ONLY CONDUCTS BUSINESS ELECTRONICALLY AND YOU NEVER SPEAK WITH ANYONE!!

  Business Response

  Date: 08/09/2022

  Customer's first return request was submitted 8/9/22 in our return system. The request is attached. The return label was also issued 8/9/22. Not sure what the issue is regarding this return.