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:03/12/2025

  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.

  I signed up for a clothing subscription service.I did not like the clothes as they were all 100% synthetic materials. I returned the clothes. I contacted them several times ( never able to speak to a person. Last June I did receive an email assuring that I would receive natural materials (like cotton).I continued to receive only synthetics. I asked them to close my account & issue a refund.They responded that I had to keep the account open to get a refund I began receiving even more ********** returns were rejected. Although promised free returns I had to pay UPS.I merely want my money back.I do still have several unopened packaged

  Business Response

  Date: 03/28/2025

  Hello,

  My name is ******, I'm a Nadine West Resolution Specialist. I'm truly sorry to hear about your disappointment. Resolution is important to us, please expect an email with a subject line: "Message from Nadine West - BBB Complaint" or if it's more convenient, you can contact me directly at ***************************************************************.

• Initial Complaint

  Date:02/26/2025

  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.

  Did not include return label. Was charged for unwanted item's. Customers service told me to go to Staples print it out. Was unable to return item's for refund.

  Business Response

  Date: 03/23/2025

  Hello,

  My name is ******, I'm a Nadine West Resolution Specialist. I'm truly sorry to hear about your disappointment. Resolution is important to us, please expect an email with a subject line: "Message from Nadine West - BBB Complaint" or if it's more convenient, you can contact me directly at ***************************************************************.

• Initial Complaint

  Date:01/31/2025

  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 paid for a shipment of clothing from this company and I need to exchange one item because the size is too small. I decided to completely cancel my account with **********************, and suddenly the company refuses to exchange an article of clothing for me that I paid for. According to their corporate company website, returns and exchanges are allowed. The item I need to return has never been worn and still has the brand new tags on it, yet the company is suddenly refusing to allow me to exchange the article of clothing for the correct size, and it is my opinion that the company has hard feelings that *** decided to fully cancel my no obligation account with them and only purchase from their competitor **********, and now all of a sudden Im not allowed to exchange any articles of clothing, I just received this order on January 28th, which has one item I want to exchange. I want a full refund for the pants OR I want to exchange them for the correct size. I cant believe this company is giving me such a hard time over an article of clothing that cost less than $25.00.

  Business Response

  Date: 02/02/2025

  Hello,

  Thank you so much for reaching out to us. Im really sorry to hear about your experience, and I completely understand your frustration.
  

  This is definitely not the kind of experience we want you to have, and I want to assure you that were here to make it right.
  

  Ive reviewed your account, and I see that our customer service team member, *****, has already assisted you with this issue. If you have any further questions or if there's anything else we can help with, please dont hesitate to let us know. Were always here for you!
  

  Wishing you a blessed day, and please take extra good care!
  

  Customer Answer

  Date: 02/05/2025

  Complaint: 22880293
  
  I am rejecting this response because: theres currently not a resolution from the company.  The company made a promise to make this right and so far it has not been corrected.  I wont close this complaint until theres an actual resolution and the resolution has been fulfilled by the company.  
  
  Regards,
  
  ********* Southern ******

  Business Response

  Date: 02/11/2025

  Hello *********!

  Good day! I hope this message finds you well.
  

  Im writing in response to your complaint with the BBB, and I would like to sincerely apologize once again for the inconvenience youve experienced. After further review, it appears that one of our **************** representatives, Ecclesiastes, has already addressed your concern by adding the charge as Store Credit to your account, as agreed. Please rest assured that the Store Credit has been applied accordingly.
  

  If you would kindly consider closing the complaint with the BBB, as weve successfully resolved your concern, I would greatly appreciate it.
  

  Should you have any additional questions, please dont hesitate to reach out. We are always here to assist you.
  

  Wishing you a blessed day, and take care!

   

   

  Customer Answer

  Date: 02/11/2025

  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.
  
  Regards,
  
  ********* Southern ******

• Initial Complaint

  Date:10/07/2024

  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.

  The problems that I had with this company did begin two years ago, but I have had recent problems as well. It is a clothing company that sends clothes for you to try and you send back what you dont like. They claimed to not receive one of my shipments back and lost another shipment, but would not credit me for any of it. I had to pay for all of these clothes that I never received or kept. And, the worst part is that when I did receive clothing, the quality was terrible and it never fit with the preferences I had indicated in a blatantly obvious way (specific requests clearly ignored repeatedly). After a total of six shipments with approximately 7 to 9 items in each, I have kept a total of three pieces. (And wasted approximately $450)I gave them another chance recently because they indicated that they gave me a credit to my account for what I was never refunded two years ago. So, foolishly, I thought why not? They said their styling fee would just come out of my existing credit So it seemed like I had nothing to lose. Now, after 2 more bad shipments (zero items kept due to bad match with requests and sizes) and realizing that they ARE charging me styling fee on my credit card anyway instead of using the store credit, I realize this company is just a scam. Not only that, now they are going back on the fact that they gave me a credit and suddenly acting as if I was successful in my credit card dispute from 2022 (As if suddenly all of the facts have changed from two years ) at the time, which I was not, and they have just removed the credit they had given me!! My Discover card did not accept my dispute and I was forced to pay over $417 for items that I do not have or ever received. Now this company is gaslighting me with the Customer. service emails that I receive. Its bizarre and strangely abusive in nature. I need help in resolving this, and I would like to protect other people from this business because they are clearly predatory.

  Business Response

  Date: 10/07/2024

  
  My name is ****, and I'm a Nadine West Resolution Specialist. Im truly sorry to hear about your disappointment. We understand how important it is for our customers to feel valued and satisfied with their experience.
  Resolution is important to us, so please expect an email with a subject line: "Message from Nadine West - BBB Complaint.

  Thank you for your patience as we work to address your concerns.

  Customer Answer

  Date: 10/12/2024

  Complaint: 22383824
  
  I am rejecting this response because this company convinced me to give them another chance (and swindled me out of more money) because I had a credit with them from prior issues 2 years ago.  Then, when the issues (bad customer service, clothing chosen not fitting preferences at all etc) continued, they suddenly claimed that the credit card dispute (from 2 years ago!) had actually come down in my favor and they took away the credit!  This alone shows that they are a pretty shady business.  Unfortunately, because Discover is also not the best business, they were unable to help me resolve this dispute 2 years ago so I cancelled that card.  I have attached the statement that shows I was given the charges back after the dispute and I had to pay for clothing I never received.
  
  Regards,
  
  ********* *******

  Business Response

  Date: 12/01/2024

  Hello,

  Thank you for sharing your detailed feedback with us. We deeply apologize for the frustration and disappointment youve experienced with our service over the past two years, and we understand how disheartening it must be to deal with these issues repeatedly. We sincerely regret that our previous shipments did not meet your expectations in terms of quality, fit, and alignment with your preferences. It's also clear that there have been complications with your account credit and the styling fee charges, which should not have occurred.
  

  Please know that your concerns are being taken very seriously. We are committed to investigating this matter further and resolving it to your satisfaction. Upon further review, it appears that our team has been in ongoing contact with you regarding the refund. We have previously explained that the refund was processed back to your bank following your dispute with your card issuer.

  At this time, we are still awaiting an update from you regarding the statement from your Discover Card. If you are able to provide us with the relevant statement, we will be able to investigate the matter further and assist you in resolving it.
  

  Thank you.

  
  
  

  Customer Answer

  Date: 12/02/2024

  Complaint: 22383824
  
  I am rejecting this response because I already sent the Discover card statement proving that I did not get credited by them for the shipments I never received.  ************ is either talking in circles on purpose to be deceitful or the staff who work there are severely inept at their jobs.   From my years of terrible customer service and communications with them, I believe it is a combination of both.  Thankfully, I am certain their business is failing or else they would just refund my money like good successful businesses do when they make mistakes.  There are many similar complaints about this business online and I hope that prevents more consumers from falling prey to them.
  
  Regards,
  
  ********* *******

  Business Response

  Date: 12/06/2024

  Hi *********,

  Thank you for your patience as we address your concerns. We deeply regret to hear about the frustrations youve encountered, and we sincerely apologize for any miscommunication or inconvenience caused.

  We value your feedback and want to ensure your concerns are properly addressed. After reviewing your account, we understand the following issues are of primary concern:
  
  -Styling Fee Charges: Please note that the styling fee are always being automatically credited by our system if you keep any items from your shipment. If you did not keep any item, then you will lose the credit. Please see our website's FAQs to learn more about how our Styling fee works: ***********************************
  -Credit Card Dispute Confusion: You stated that a Discover card dispute was not resolved in your favor, which contradicts our records.
  
  To move forward, heres how we plan to assist:

  
  Feedback for Improvement: Your feedback on product quality and request matching will be escalated to our quality and styling teams to prevent similar issues in the future.
  To expedite our investigation, we kindly request the following from you:
  
  A Statement of your Discovery Card in which the charge you mentioned is still reflecting from your card and not credited back. I see you only provided screenshots of the styling fee charges which are all valid charges.

  
  Please send the requested information here or to our email address ************************************* and our team will prioritize your case. Once we receive the documentation, we will provide an update as soon as possible.
  
  Thank you for your patience and for allowing us the opportunity to address your concerns. Should you have any immediate questions, please dont hesitate to reach out to us via email for immediate action.
  
  We apologize again for the challenges youve faced and appreciate the chance to make things right.

  Customer Answer

  Date: 12/06/2024

  Complaint: 22383824
  
  I am rejecting this response because:Im not sure what you are looking at but the charges here show that I was charged for all shipments that I never received, not just (shitty quality) styling fees.
  
  Regards,
  
  ********* *******

  Customer Answer

  Date: 12/20/2024

  Complaint: 22383824
  
  I am rejecting this response because:

  Im not sure what you are looking at but the charges here show that I was charged for all shipments that I never received, not just (shitty quality) styling fees.
  Regards,
  
  ********* *******

  Business Response

  Date: 12/23/2024

  Hi *********,

  We appreciate your patience as we work on resolving this matter. Please be rest assured that we are already working on refunding you through a check as discussed in our email communication. 

  In the meantime, if you have any concerns, you can email us directly. 

  Thank you for your patience!

  Customer Answer

  Date: 01/10/2025

  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.
  
  Regards,
  
  ********* *******

  Customer Answer

  Date: 01/14/2025

  Complaint: 22383824
  
  I am rejecting this response because:

  My rebuttal statement is simply that a refund was promised via email (attached) and I have yet to receive anything.

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

  Business Response

  Date: 01/15/2025

   

  Good day.

  My name is Roda, and I'm a Nadine West Resolution Specialist. Im truly sorry to hear about your disappointment, and I want to assure you that resolution is very important to us.

  
  Weve attached a copy of the thread, which includes confirmation from the customer that they have already received the refund we issued to them via check. Please be assured that this complaint has been fully resolved on our end.

  
  Thank you for your understanding.
  Best regards,

  
  Roda
  Nadine West Resolution Specialist

• Initial Complaint

  Date:09/23/2024

  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 decided to do a trial run with Nadine West back in 9/2023. They sent me a variety of items that were terrible quality, non trending and most did not fit. Where they go these items, who knows, but its not what people would want to wear. I sent them back but they stated I was too late. I tried to file a claim through ****** but we came to an agreement that they would issue a credit on my account for the items.I worked with the ** team via email and they asked for me to send in pictures of clothing I find trendy, so I did. They next two shipments came and not a single thing was ANYTHING like I had sent them. Here we are a year later and I have kept less than a handful of items. Everything they keep sending me is awful. I just want to be done with this company and get what I paid for.I have had to send numerous emails to even get them to send me a shipment - its like I have to do the work for them.I do NOT ever recommend anyone do business with them! The worst experience I have ever had!!!

  Business Response

  Date: 09/23/2024

  Hello ********,
  
  Im really sorry to hear about your experience, and I completely understand your frustration. Ive reviewed your case and want to make sure we get this resolved for you.
  
  Please keep an eye on your inbox for an email from us with the subject line: "Message from Nadine West - BBB complaint". This email will provide more details on how we can move forward to address your concerns and resolve the matter.
  
  If you have any additional questions or need further assistance in the meantime, feel free to reach out.
  
  Thank you for your patience, and I hope we can make this right for you.

• Initial Complaint

  Date:09/09/2024

  Type:Delivery 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.

  Placed an order and requested a refund. Many of the clothing items that were sent did not fit and others weren't as pictured. Company first stated that the order was not refundable. I disagreed because they sent me an email saying if I wasn't happy to request a return label for refund. The company has stopped answering my emails.

  Business Response

  Date: 09/09/2024

  Hi *****,

  I'm sorry to hear about your experience. Please look for an email from us with the subject line "Message from Nadine West - BBB complaint." We'll address your concerns and work towards a resolution as quickly as possible.

• Initial Complaint

  Date:08/14/2024

  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 ordered and returned all items in my first shipment. The clothes and jewelry were very low quality. I cancelled the service, but a second shipment had already been sent. I returned all items from the second shipment. They received them two days after the return date and charged me the full amount $300+. They have the merchandise and my money. They refused to issue a refund because "the system wouldn't allow it". After months of back and forth, I accepted the store credit. On my next shipment I found out that the store credit will not be applied to shipping fees! So each package they want to take more money! The clothes are thin, see through, and poorly constructed. I have received multiple items that are damaged. I'm reaching out here as a last resort.

  Business Response

  Date: 08/14/2024

  Hi *****,

  Thank you for bringing this to our attention. I sincerely apologize for the frustrating experience you've had. Please look out for an email from us with the subject line "Message from Nadine West - BBB complaint," where we'll address your concerns and work towards resolving this issue for you. Your satisfaction is important to us, and we're committed to making this right.

• Initial Complaint

  Date:08/05/2024

  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 writing to file a formal complaint against Nadine West regarding their handling of my subscription and the subsequent unauthorized attempts to charge my credit card.Despite returning all items from my last shipment and requesting the cancellation of my subscription, Nadine West has continued to attempt charges on my card. I have made several attempts to resolve this issue by contacting their customer service through email and chat, but I have received no response.Here are the specific details of my situation:- Account Email: ********************** Date of Return: July 21st I am seeking the following resolutions:1. An immediate stop to all attempts to charge my credit card.2. Confirmation of the cancellation of my subscription.3. A written statement verifying that my account has been closed and no further charges will occur.This situation has caused me significant inconvenience and frustration, and I believe it reflects poor business practices. I request your assistance in resolving this matter promptly.Thank you for your time and attention to this issue.Sincerely,***********************

  Business Response

  Date: 08/05/2024

  
  Hello *****,
  
  Thank you for reaching out and expressing your concerns. I'm truly sorry to hear about your experience, and I understand your frustration. I'm here to help resolve this issue.
  
  I have located your account and reviewed the details of your situation. Please look for an email from Nadine West with the subject line: "Message from Nadine West - BBB complaint." This email will provide specific instructions and further details to address and resolve your complaint.
  
  Once again, I apologize for the inconvenience and frustration this has caused. Your satisfaction is important to us, and we are committed to resolving this issue promptly.
  
  Thank you for your patience.

• Initial Complaint

  Date:07/05/2024

  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 was on vacation out of state when they mailed an auto-ship I didn't know was coming. I got home and maile all but two items back promptly when I got home. I have since been billed for ALL items and refused a refund, being told I have credit with them and a little extra for my troubles. I don't want a credit I would like a refund and my account canceled. I have been emailing back and forth with no resolution and that is why I am reaching out to you.

  Business Response

  Date: 07/05/2024

  Hi ******,
  
  I'm sorry to hear about the issue you've encountered with your billing concern. Please watch for an email from Nadine West with the subject line: "Message from Nadine West - BBB complaint." This email will provide instructions on how we'll address and resolve your concern promptly.
  
  Thank you for your patience, and we apologize for any inconvenience caused.

• Initial Complaint

  Date:07/05/2024

  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.

  Refund of merchandise bc subscription didn't cancel

  Business Response

  Date: 07/05/2024

   

  Hi ****,

  I'm sorry to hear about the issue you've encountered regarding your subscription cancellation and refund request. Please keep an eye out for an email from Nadine West with the subject line: "Message from Nadine West - BBB complaint" This email will provide instructions on how we'll address and resolve your concern promptly.
  
  Thank you for your understanding, and we apologize for any inconvenience caused.