Complaints

This profile includes complaints for Garmentory Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Garmentory Inc

  4786 1st Ave S Seattle, WA 98134

• 

  Garmentory Inc

  University of WA Campus Box 354625 Seattle, WA 98195

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:12/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently purchased a final sale item on this business site. I was under the impression that the purse was made and designed in *****. When I received the purse I was taken aback when I looked inside and the label said, Design Paris (yes, poor grammar). Made in ******* on a label that looked like it came from an H&M sweatshop. The inside was slapped together with glue and I was just shocked that I had been duped into making this purchase under false information. I spoke with a lawyer and have been told this is completely illegal. When I reached out to Garmentory they took ZERO accountability, refused a refund and brought up how they could do absolutely nothing because of the final sale policy. But how is that policy even in effect if I was lied to!?! This company is allowing fraud and I will not stand for it! BOYCOTT this business and never give them your hard earned dollars!

• Initial Complaint

  Date:11/21/2024

  Type:Delivery 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 four items from Garmentory. They sent the items via **** *** provided delivery schedule windows but did not deliver within them. They then refused to make another delivery attempt unless I paid delivery fees online. Paying online requires creating an account, which I reluctantly created, then it requested an account code, which I don't have. It has been an incredible hassle. I've contacted Garmentory many times and they just keep telling me *** needs fees paid. But *** never made the original delivery attempts. I would like my orders refunded. I never want to use Garmentory or *** again. I'd also like to warn others about the horrible practices of these ************ it stands, my order is in a warehouse, I don't know where, and can't even pay for its release.

  Business Response

  Date: 12/13/2024

  Upon placing your order, we require customers to check off a box accepting and acknowledging responsibility for all additional customs and import duties on international orders. Unfortunately, if the charges are not paid, the package will become abandoned by the carrier and we will be unable to assist in any way to retrieve the package or process the refund. The user will have to contact *** over the phone to clear the package
  
  

  Customer Answer

  Date: 12/13/2024

   
  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.

  That said, I find the operations unsatisfactory. That in having a customer click 'accept', they are accepting exorbitant fees, unreliable service by *** and there is still one item I've not even received notice of (but Garmentory happily took my money). My hope is that if enough people complain, they may change their practice.

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

• Initial Complaint

  Date:08/08/2024

  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.

  Date of Transaction: 07/14/24 Amount Paid: $314.52 Ordered a NEW Dress for a wedding, the item received was damaged and was unable to use the item for the wedding. Immediately notified the merchant of the issue and did not receive a response for 2 days. I was out of town for the wedding when the merchant asked for additional photos of the issue. I provided photos upon my return and was then informed that the business would not provide a refund due to missing their period to notify of the damaged item. The vendor would not honor a refund due to the damage and has only offered an exchange. As a consumer I should have the right to a full refund if the item I purchased is damaged. The only resolution the vendor has provided is an exchange of the item which is no longer needed as the wedding event has passed. At the time of filing this complaint the vendor has still not shipped my replacement, and only provided a tracking label.I have opened a dispute with the company affirm which I used to purchase the item. The vendor has since insisted they will contact affirm on my behalf to notify them I wish to close the dispute. (I have at no point in time expressed that I will close the dispute until I either receive the item or a refund)

  Business Response

  Date: 08/12/2024

  This customer did not provide us with any photos of the issue they reported as we have a 7 day reporting window to receive photos in cases of damages. Additionally, our support team followed up with the customer immediately when our office hours were open and they did not provide us with a response with the requested material to review their issue and the svidence attached. However, from our quality control check, this item was brand new and the damage was not present at the time the order was processed. We did make an exception for a replacement, despite the item not being damaged from our end and the replacement was shipped with 1ZY82A849195281098 via **** Please note on our policy page, "If youve received a damaged item, please contact us using our support form as soon as possible, within 7 days of receiving the package. Please be ready to forward along images of the item, invoice, packaging, and details on the condition of the piece to our support team. Images must be provided within 7 days of receiving the package." Link to our policy page which the customer had full access to: ********************************************************************************************************

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22113633
  
  I am rejecting this response because:

  Per the vendors return policy I did provide photos within 7 calendar days of delivery. Therefore for the vendor to claim they did not receive the photos within 7 Calendar days was simply untrue.

  Item was delivered 7/19 and photos were emailed the day I returned, 7/25. I have attached screenshots of both the delivery confirmation and my email in which I provided the photos. I received the item the 19th, the 25th was within 7 calendar days.
  

  Furthermore for the vendor to insist that I did damage to the item is an insult, I needed this item for an Event and was unable to use this item since it arrived damaged, resulting in me purchasing something else from a local business instead.

  Beware of this company and shop elsewhere.

   Dominic 

• Initial Complaint

  Date:06/27/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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.

  Garmentory sent me white pants that had red small splatter stains on the internal waistband. When I contacted them, rather than express contrition they acted like I was a scammer and that these stains were not possible. I sent pics and they said my pics were unclear. I then asked to speak with a manager they declined. They then repeatedly lied about their policies and the refunds process and finally they connected me to someone named R-- who said he would make it right if I just sent back the pants. I had read enough reviews to know that I should loop in PayPal as well because Garmentory seems to have a long history of not refunding people. Also I saw online people saying Garmentory routinely send out used things and claims nothing is wrong with those items or they send out used things and decline to refund the buyer and say it is the buyers fault. I decided to send everything back untouched in a large shipping bag to avoid this. So I sent it to them, but to protect myself I also filed a PayPal claim. Garmentory did not contacted me for a week. I contacted finally them and at that point, because I had no faith in Garmentory to refund me, I escalated my PayPal claim. And I won. Long story short, PayPal forced Garmentory to refund me. And meanwhile, Garmentory who promised to make it right and refund the shipping costs has declined to do so. They are so shady and underhanded it is truly remarkable. Never ever buy from them.

  Business Response

  Date: 06/27/2024

  This order was already refunded on June 25th to accommodate the issues the customer addressed. 

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21912527
  
  I am rejecting this response because:
  I had to pay to ship these pants back and dealing with their unprofessional customer service was an enormous hassle. They repeatedly said they would refund me the shipping and would make this right. This was all dishonesty. They then lied and said I sent the pants back late so I was lucky to be refunded. That was a lie. They then proceeded to say that the pants were not stained but I have pictures that show otherwise. A business should not be able to behave in this underhanded way.
  Sincerely,
  
  ********

• Initial Complaint

  Date:06/27/2024

  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.

  We placed an order from Garmentory on 5/29/2024 expecting the shoes to be delivered by our vacation on 6/14/2024. The package did not ship until 6/6/2024 and did not arrive until 6/14/2024 after we had left. We returned on the night of 6/21/2024 to find the package and contacted them in the morning of 6/22/2024. They have refused to refund the unopened/unused shoes because they say it is outside of their 7 day return window, even though the package was late and we are basically less than 8 hours after what they considered the return window. I have contacted them numerous times and to no avail as they say we missed the deadline. I contend the deadline was missed because the shipping was so late and they have been very uncooperative with this. I do understand deadlines and return policies but if you are going to have such a strict timeframe maybe the shipping deadline should be held with the same guidelines. I am only asking for a refund of an unused/unopened product.

  Business Response

  Date: 07/08/2024

  Since the return is past our 7-day window, it is considered Final Sale. We strive to create a thriving and supportive environment for our small boutiques and independent designers, so we need to respect the agreed upon policies.

  
  Thank you so much for your understanding. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21910693
  
  I am rejecting this response because:  Shipping was over 1 week late than the promised time which did not give us enough time to meet the 7 day return window.  The window landed on a Sunday and we called Monday morning.  Terrible communication on shipping.  If it would have been delivered on time we could of easily met your very strict 7 day window.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/10/2024

  Type:Order 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 short sleeve jacket around 5/20/24. I was out of the country when my order arrived. By the time I returned and was able to try the jacket on, I discovered it didn't fit. I was just outside the return window and tried to contact Garmentory several times over the span of 3 days, asking for an extension for the return considering my circumstance. I left messages in chat as instructed but, never got a response or a return call, despite repeated attempts. Not only is their return/exchange policy super rigid and not customer-friendly, but their lack of response from customer service is truly inexcusable. I'd like to receive a return label and return the jacket for a full refund.

  Business Response

  Date: 06/13/2024

  The customer's had reached out on June 4th asking to return their order. Their order was marked delivered back on May 24th with tracking number 1ZY82A840394597138 via **** We have a strict 7-day return window to accept returns. As the customer had reached out past their return window, they are no longer eligible for a return. Attached is a copy of the customer's outreach date and a copy of their invoice which states the policy outline, "Return is initiated and mailed back by the customer within 7 days of delivery date." Here is a link to our policy page as well: **************************************************************************************************************

  Unfortunately, we are not able to accept a return. 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21826617
  
  I am rejecting this response because: My email to Garmentory was on Day 10 because I was out of the country. I asked that they accept the return 3 days late due to my absence. They never replied to any repeated messages about this issue--not even to mention they received my request. 
  
  Sincerely,
  
  **************************

• Initial Complaint

  Date:06/01/2024

  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.

  First order placed on the merchant website on the 9th of april and never received. ****** refused to give me a refund and gave me a store credit instead. Placed a new order on the 16th of may, and had to refuse package as import duties were too expensive. Now seller doesnt want to give a refund again because if the charges are not paid, the package will become abandoned by the carrier and we will be unable to assist in any way to retrieve the package or process the refund which is absolutely not true.

  Business Response

  Date: 06/06/2024

  The customer was already refunded on June 4th. 

• Initial Complaint

  Date:05/14/2024

  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 purchased a dress and did not like it so returned it. Today I received an e mail that they were returning the dress to me and would not give me a refund because it was damaged. Since I did not damage it, that means they sent me a damaged article and charged me full price in the first place

  Business Response

  Date: 05/16/2024

  Hi there, this return item arrived back to us in an unacceptable condition as our policy requires all returns to arrive back in original condition and does not allow the return of damaged items. The item arrived back to us with stitching on it in white that was not present with the dress when we had processed, inspected, and shipped it out. Please see the attached pictures.
  
  As a result, we cannot accept this item back and cannot offer any refunds. This item has been sent back to the user and the tracking number for this return is ********************** through ***** We apologize again for the inconvenience.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21707222
  
  I am rejecting this response because: the garment was either sent out to me with that damage and charged at full price, or was switched with the one I returned so that the cost could be shifted to me. I did not even wear it other than to try it on briefly, did not see the stitches the shop staff claim are there, and had no reason to stitch the garment. If they did not knowingly send me a damaged garment, then they must look at whoever else may have handled it, as it had nothing to do with me. I have signed an affidavit with my bank, who will be pursuing the refund and I await an apology from the retailer. 

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

• Initial Complaint

  Date:03/12/2024

  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.

  On February 17 I ordered a blouse through Garmentory and my order stated delivery in 3-5 business days. The tracking updates stalled on February 18 and stated tracking initiated, waiting for shipment from business. On February 26, I contacted Garmentory asking for a status update on the package/delivery. They replied and said they had no new information but to wait. I told them if my package wasnt delivered by Feb 28, I wanted to cancel the order. They tried to dissuade me from canceling my order but I insisted. A refund was credited to my account. A week later, the package shows up, well after I canceled it. I received no correspondence from them. I set it aside and forgot about it. On March 12, I received an email from Garmentory stating they were charging me for the package. I told them tgat by law, I canceled my order before it was shipped so shoukd not have to pay anything additional. As a courtesy they stated I could return it for a refund. I cannot return it by the date they stated as I am traveling. By law, I should not have to pay for an order I canceled. This is unscrupulous and a very bad business practice. Also, they have no customer service phone numbers to speak to a life person. I am filing a dispute with my credit card as well.

  Business Response

  Date: 03/13/2024

  Hi there, 

  This customer's package was found and a delivery confirmation was provided with ********************** via ***** As a delivery confirmation is provided and they confirmed the delivery, a payment is required for this order. Due to the customer's experience with this order, we have already provided them a return label and instructions to send the item back if they wish to receive a refund. As the customer is in possession of the order, they can either proceed with keeping the item with the payment collected or return it. We have attached a copy of our conversation with the offer. 

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21424559
  
  I am rejecting this response because: I canceled my order before the package was shipped. I stated in my original response that the event I ordered the item for had come and passed so I canceled the order, as my receipt stated the package would arrive in 3-5 business days. Garmentory refunded my money per my request. The package showed up over three weeks later, no notice, no shipping update, after I had already canceled my order. I has already left for my trip when the package was delivered. I then get an email from Garmentory stating I owe money for an order that I canceled and that I havent even seen. I am disputing this response as this company is very disreputable and their shipping error should not be the responsibility of the customer. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/11/2024

  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 hat from Garmentory last month - order number R080325344. I received it yesterday, January 10. The hat looked nothing like what the model was wearing. The brim of the hat was straight in the photos of the model wearing it. They say it's the same hat. It may be the same style, but it's definitely not the hat that you see in the picture with the straight brim. Otherwise I would've received the hat looking like it did in the photo.. When I took the hat out of the box, it was wavy. They refused numerous times to send me a prepaid return label to send this back. They insisted it was the exact same hat but it sure didn't look the same. The brim as I said was wavy. They refused to refund my money. They sent me instructions how to steam it and make the straight. I told them I would not take a chance on Steaming it and have them tell me that I damaged it because it is a new hat. I filed a complaint with **************** whom I feel pretty sure will back me especially after sending them photos. I told Garmentory I would file complaints, but they are refusing to cooperate. So now I will just wait to see what **************** wants me to do but I would never ever tell anyone to shop with this company. The amount I spent which appeared on Amex was $142.57 on December 29th. Not only do I want a full refund, but I want them to send me a prepaid shipping label. I am not paying to send this thing back.

  Business Response

  Date: 01/12/2024

  We apologize for the inconvenience surrounding your order of the "****************************** PACKABLE HAT - BLACK". We have reviewed the order and we can confirm this is the same *** and there are no defects with the *** at all. The *** in the images was "molded" into the shape, as described in the product listing. As well, this product was described as being "A soft and malleable western shape t*** fits like a standard dress ***" and this was also stated as being "packable" so the shape is meant to change. Unfortunately, we cannot offer a return here as the item arrived as described. However, we recommend following the "restore" section of ***************************** product care page as well here: ******************************************* Here are her instructions: 03 / RESTORE Applying steam to the fibers is an easy solution if you need to restore or reshape your ***. We suggest using a traditional garment steamer to remove creases from the ***********, or band. Apply steam evenly around the *** to avoid direct contact and water spots. Once the *** is warm to the touch without being soaked, gently reshape it with your hands or place it on a flat surface and use heavy objects to flatten the brim. Let it dry in t*** position for best results, preferably overnight. This technique can be applied to our packable straw, specialty straw, wool, and fabric ***s.We believe this is the best method to "shape" the ***. I have also attached the other imaged of the Luca *** below. We attached some images show a less-molded *** (the current state t*** you have it in) and another image is the one we showcase on Garmentory (also on ***************************** site) t*** shows a more molded form. These are all the same *** and the shape is achieved through the above steps. Here is a link to the product listing: *****************************************************************************************************

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21133535
  
  I am rejecting this response because:

  The hat that I received looked nothing like the hat that was on the model in the photos. They are making excuses about shaping the hat but if that was the exact hat on the models head, it would've looked the same. It didn't. It was floppy. This is a terrible company and I would not do business with them. they refused to give me a refund so I'm disputing it with ***************** They will lose. 
  
  Sincerely,
  
  ***********************