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:10/19/2023

  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.

  I ordered a pair of shoes from Garmentory in August 2023. They did not fit. I returned them via *** on August 16. I have yet to be refunded. I have contacted Garmentory several times through their customer service portal and have left them a voice message but have yet to hear back. Their customer service is terrible as it is impossible to email them or to get someone on the phone. It's been more than two months and I am beginning to wonder whether this company is a scam.

  Business Response

  Date: 10/24/2023

  Hi!
  
  This was resolved on October 19th, the order was refunded back to the original form of payment.
  
  Thanks!

• Initial Complaint

  Date:10/11/2023

  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 placed the order with Garmentory.com on September 28th. It allegedly arrived on the 29th. (It actually didnt, it arrived much later). Anyway I wasnt aware of the 7 days return policy until I opened the package a few days ago. The website description of the jeans is 96% Cotton, 3% Elasterell-P, 1% Spandex and what I received is 99% cotton 1 % Spandex. I asked for an exchanges but they refused. Now I am stuck with these jeans I got scammed with. So disappointed. I didnt want rigid jeans.

  Business Response

  Date: 10/24/2023

  Hi there,
  
  So sorry about the denim! Please note you original email did not contain information over the fabric make-up. When we received your email, you mentioned you wanted an exchange/return outside of our return policy. Once we provided you with our return policy, you did not mention the fabric issue until four emails in. 

  After you provided the fabric info in the emails after, we swiftly emailed that we were investigating further and provided a return label for an exchange. This is resolved.

   

  Thank you!

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20726823
  
  I am rejecting this response because:

  As I stated in the original email the jeans werent fitting me and the reason was because of the material composition. Its stated incorrect to the website. The business has offered an exchange but what if the next size doesnt fit? They have not noted whether its final sale or if I am still able to get a refund. 
  
  Sincerely,
  
  ********

  Business Response

  Date: 11/03/2023

  The customer received a refund

• Initial Complaint

  Date:10/09/2023

  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 purchased a dress from Garmentory in the amount of $310.37 on 9/21. It was a final sale item, but on the product page it said you could purchase order insurance at an additional cost to still return the item. When I went to check out I added the insurance offered on the checkout page to my order, so I could have the option to return the dress. I received the dress and needed to return the item, but when I reached out to Garmentory they told me this item was not eligible for return. I told them I purchased the order insurance so I could make the return, but the customer service person said that the insurance offered on the product page was not the insurance that I purchased. The customer service agent said the product page did offer the order insurance, but they didn't offer it on the checkout page - that the insurance I purchased was a different type of insurance. This is incredibly misleading and deceitful. I would like my money refunded for the dishonest way the insurance was offered on the product page to the checkout page.

  Business Response

  Date: 10/10/2023

  Hi there, 
  Responding to this inquiry, it looks like this customer is trying to return a final sale item and this request cannot be approved. 
  Weve attached a record of this customers conversation. 
  This customer is claiming that they purchased a Return Option which is a service that we can provide for final sale items. However, not every final sale item is eligible for this program as this needs to be purchased at the time of checkout.
  Looking at the customers invoice, this purchase was not made with the Return Option. However, it does look like the customer purchased Shipping Protection which might be what they confused as a Return Option purchase. 
  As our team has mentioned, the customers order was on final sale and since the return option was never purchased, we are unable to accept any returns for this order.
  As mentioned already, we cannot guarantee that the Return Option will be available for all orders, nor can we apply it to your order if it is not available or not purchased at the time of checkout. We did clarify to the customer that they purchased shipping protection insurance, but this does not allow returns. 
  Please note that it is the customers responsibility to opt into a Return Option and if not purchased, we cannot offer returns for final sale items. Additionally, it is very clearly stated on the ckeckout page of what options for shipping protection and the Return Options are available.
  Unfortunately, as the Return Option was never purchased, we will be unable to offer any returns. 
  Here is a link to our Return Policy page which outlines Final Sale orders: ***********************************************************
  Here are some links that provide more information about the Return Option: *****************************************************************************************************************************************
  ********************************************************************************************************
  ********************************************************
  
  

  Customer Answer

  Date: 10/10/2023

  Complaint: 20714283

  I am rejecting this response because: The Garmentory website is unclear and falsely led me to believe I could return the dress I had purchased. The *********************** was included on the product page of the dress I purchased, which is why I was led to believe I could return this dress if I purchased the insurance. When I checked out for my purchase, I was asked if I wanted to add insurance on my order, so I selected "yes" because I was under the impression that it was the ***********************, where I could still return a final sale item. I would not have purchased this dress if I had known it was final sale. If the dress was not eligible for the ***********************, it should not have been included on the product page. 

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

• Initial Complaint

  Date:09/21/2023

  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 ordered a top that was damaged. I noticed this the first time I wore it, on my way to work. The threads at the ends of the sleeve were torn and frayed. I immediately contacted Garmentory and sent photos.I was told by Garmentory that this is "part of the design" or from "natural wear." The item is damaged and wearing a top for 20 minutes should not result in the threads unraveling. It's a damaged $400 top that I would like a refund for. What kind of business would not issue a refund for a damaged item and, on top of it, try to gaslight the customer?

  Business Response

  Date: 09/25/2023

  Hi there! Following up on this issue, this customer reported their issues outside of our provided reporting policy. Directly on our website, we have it stated that damage issues can be reviewed and assessed for accommodations but any such damage must be reported within 7 days of the delivery of this order. Attached is a proof of the customer reached out to us on September 20th, 9 days from their delivery date.

  Here is a link to our policy page: ***********************************************************

  However, the issue the customer is reporting is not damage at all. In fact, this is the natural affect of the item's fabric and material. On the product page, the item was described as the following, "Straight shape, crew neck, elongated sleeves, and scalloped edges. Unlined, sheer fabric." Any unlined material on an item will be subject to fraying on edges, regardless of quality. In this case, not only has the customer reported their issue outside of 7 days, but the issue they're reporting is not damage. 

  Here is a link to the product listing: ******************************************************************************************

  Unfortunately, as the customer is outside of their reporting window and the issue they're pointing out is just the natural affect of the material, we are unable to accommodate this issue.

• Initial Complaint

  Date:09/07/2023

  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.

  Order #R360337747; Date of Order 9/2. I paid an extra $15 to expedite shipping expecting that the item would be shipped within 24 hours as they claim. It was not and it still has not arrived. I recieved a "delayed" shipping notice today 9/7. In addition, this business adds a "shipping or package protection fee into your cart and you have to manually remove it. It was almost $20 in my case. It is a sneaky and unethical fee that this business surely takes cut from. I do not want protection. It is up to them to ensure that the $1200 dress ordered is delivered appropriately by the shipper. I contacted them and they refused to refund the express shipping fee or the sneaky "protection" fee. And then they thanked me for reaching out with exclamation points and cute emojis. They are appalling and I will never order from them again. Steer clear. You can get the same merchandise with much better customer service.

  Business Response

  Date: 09/11/2023

  Our express shipping method sees orders being shipped within 2-3 business days (excluding weekends). This does not include processing time. We aim to process orders as quickly as possible, within 24 hours! Looking at the customer's order, they did not approve their address until September 5th. Their order was delivered on September 10th, well within the 24 hour processing time and 2-3 business day delivery date. Please see the attachment where the shipping protection option is the same text size as the other parts of the check-out page. With shipping protection, the customer needs to remove this from their order at checkout if they wish to opt out and this is clearly noted in the checkout page. Attached is a screenshot for example. 

• Initial Complaint

  Date:07/24/2023

  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 purchased a pair of size 33 jeans. I have screenshots of my purchase confirmation and photos of the item with the size clearly displayed. I returned my item, then was told I couldnt get a refund, from a third party company called ****, because the seller said she shipped a size 11 item. I sent them photos of my item before it was sent back and the online purchase confirmation. **** then said they dont actually handle returns (so why did I have to communicate with them to get the return label)? And Id have to contact the seller and garmentory. I asked for the sellers information and they told me they didnt have it, yet somehow the seller told them that they sent the wrong size (they didnt) and they have to conduct some bogus investigation. They just dont want to give me my refund. At least ship the item back! I paid for shipping to receive it, to return it and for refund insurance. Overall, I paid them $30 on top of the $60 the jeans cost, and now they have my item, are unresponsive and refuse to issue me a refund. I am reporting this as fraud to my bank and my local police station.

  Business Response

  Date: 07/27/2023

  This customer's issue was resolved on July 24th with a refund

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20365414
  
  I am rejecting this response because: I have not received a refund. 
  
  ***************************************************

  Business Response

  Date: 08/11/2023

  Hi there! We can confirm that the customer's return arrived and this refund was issued back on July 24th via virtual ***** the option the customer selected when initiating your return. This refund was issued to the email address used to place their order and this is **************************. Again, attached is proof of the refund as well as the receiving email associated with the return. At this point, the refund has already been issued per the customer's preferred method and the return has been processed. 

• Initial Complaint

  Date:02/08/2023

  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.

  I ordered a t-shirt for my husbands birthday on 2/1/23 from blue&cream. I never received an order confirmation email, however, I received the order next day. The order came in a plastic bag without any invoice. The t-shirt was too tight for my husband so I had to return. I did not see any signs that this tshirt is final sale when i purchased it. Since I didnt get an order confirmation email not an invoice, i had to check my bank account to prove the transaction. But I noticed that garmentory charged for th t-shirt and when I reached out to blue&cream they sent me the order number and advice to talk with garmentory. When i emailed garmentory they said it was final sale and refused the refund. They said it was written on the invoice but I mever received one and also it was not written on the website that it is dinal sale.

  Business Response

  Date: 02/08/2023

  Hi there, as the customer perfectly stated, they purchased this item directly from Garmentory, not the seller's direct website. As we're an e-commerce marketplace, sales within our website will fall under our policies. Attached is a link to the product listing the customer used to purchase their order: *******************************************************************************************************************

   

  As you can clearly see, at the price the customer purchased at, the item was on final sale and this was written out in the Shipping and Returns tab. Additionally, we provide several notices in the customer's checkout process which does warn the customer that their item is final sale several times and we've attached one screenshot as an example. To add on, the final sale notice was directly written in the customer's invoice which we have attached as well. 

   

  As this was clearly written out as final sale, this will remain final sale and we will be unable to accept this item back for a return. 

• Initial Complaint

  Date:01/16/2023

  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.

  Website: Garmentory Order #: R474726088 I bought a coat from Garmentory and their clearly states their return policy is that if I afford the return fee, they accept returns. But I said I wanted to return before I received the item, since the price dropped even before I got it, they did not reply for any updates and did not provide their address.

  Business Response

  Date: 01/27/2023

  Hi there! Unfortunately, we cannot offer a return for this order. This customer's purchase was on final sale. We do offer a program for final sale items to be accepted for returns, but this program is not eligible for every order or item. Additionally, this offer must be purchased at the time of checkout. A customer can see if they qualify for the offer at the time of checkout and this must be purchased in order to apply to their order. We explained this to the customer several times and we cannot accept their item back for a return. However, we did offer a price match for the current sale price as that was the customer's initial request. Attached are some parts of our conversation to the customer including our rejection of their return request and our conversation showing a price match was honored.

  Customer Answer

  Date: 01/31/2023

  Hi BBB,

   

  Thanks for your help in my case. But it seems the problem has not been solved. 

  I can definitely pay for the difference of return option. But it was not clearly explained in the return policy. In my understanding, I can return my item if I afford the shipping fee as what I saw in the final sale explanation. But if they accept this, Ill pay for the difference of return option fee. Which can make it easier if they want.

   

  Thanks,

  Ruby 

• Initial Complaint

  Date:12/28/2022

  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.

  Order #R617712518 Partner Ordered a limited item as a Christmas gift. When the item was ordered the transaction was completed with no problems and the website indicated that it was the last item left - after payment the website showed that the item was out of stock. DHL shipping information was put together and was being updated. Partner inquired with Garmentory 12/28/2022 and was told the order was cancelled because the item was out of stock. Garmentory has not explained or provided any details about when the refund for the almost $400 item should arrive. No information explaining that the item or order was cancelled was received until we inquired with the business, the business does not have any live support or phone support, basically ensuring that the item could not be bought from another wholesaler. Terrible customer service, very weird and strange business practice with no explanation. When will we get our refund? We want the item that was ordered, it was ordered when it was in stock. This honestly seems like someone at the warehouse wanted the item and decided to cancel this order as a result.

  Business Response

  Date: 01/04/2023

  Hi there, it looks like our agents emailed the customer the following morning that their order was canceled and refunded as there was an inventory error. The email was sent to the email the customer submitted for their order which was **************************. Attached is a copy of the email we sent which explained the inventory error. 

• Initial Complaint

  Date:10/24/2022

  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.

  Hi,My order did not deliver. Order #R623507038. The tracking number from *** showed in transit for months but did not deliver. This order was **** undelivered. The store issued a credit after I reported this. This is not lost package that the store said that they do not take responsibility because I did not select protection. This is ****ed undelivered. *** reimbursed the store. I need a refund to my original payment method not a store credit.

  Business Response

  Date: 10/28/2022

  Hi there,

  Thank you for reaching out to the Garmentory Customer Experience team.

  As mentioned in December 2021, we refunded you in credit to your account.

  Upon reviewing your order, it appears that the shipping protection box was unchecked (view the attached). This option is presented at checkout and has to be manually declined for a user to opt-out. We are contracted with Route to protect our customer's orders and would suggest purchasing this in the future to prevent any shipping mishaps as we release liability once your order is passed to the carrier. It's a great benefit and it's just a few extra dollars!

  
  As the package was declared lost by *** and you had opted out of Route shipping protection, we were only able to proceed with credit. We had applied that credit to your account which does not expire.

   

  Let us know if you have any questions.

   

  Garmentory Customer Experience Team

  Customer Answer

  Date: 10/30/2022

   
  Complaint: 1830787
  I am rejecting this response because: *** tracking number was always on the way and then marked as lost. It is not marked delivered but marked lost. Without any protection, *** still reimbursed the seller for at least 100. if the seller declared the correct amount to ***, *** will reimburse 110. The protection is for other lost package cases which is marked as delivered but lost. I need a refund. *** already reimbursed the seller. I need my money back
  
  *************

  Business Response

  Date: 11/08/2022

  Hi there,

   

  We escalated your concern internally to investigate further with our shipping partners. The records indicate that we were only reimbursed $100 from our *** partner for this item. We have removed the credit, leaving the remaining balance, and refunded you $100 which will reflect in your account in 3-5 business days. Please note that our policy states that we are not liable for any shipping mishaps. We suggest that you purchase Route protection in the future.

   

  Thank you!

   

  Garmentory Customer Experience Team

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18307872
  
  I am rejecting this response because: *** refund 100 and shipping fee for all lost packages. my order is 116, if they declare the correct amount with *** and *** will provide full refund. I paid 116 and I need a refund of additional 16. This do not need route protection to be reimbursed, *** reimburse for their lost packages. 
  
  Sincerely,
  
  *************