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:04/03/2025

  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.

  After realizing that there was a $500+ discrepancy between what Shopbop had charged me versus what I was refunded I called their customer service line. I was then informed that eventhough they took the deposit in advance for my estimated duties and taxes, they do not refund this amount. The responsibility is instead put on the customer to request the commercial invoice which states the duties paid, and get in touch with *********************** to request this amount is refunded. My experience with 100% of other American-based websites where I have paid duties upfront (Revolve, Free People, Net-a-******, etc) is that if duties were paid to the company directly, it is the company who is responsible to refund this amount and does so without issue. When I asked where it states that this is their policy on their website (because I always check the fine print) I was initially told "it is in our terms and conditions". I said it is nowhere to be found - and after 15 minutes of being put on hold - the customer service representative came back to say she checked with her supervisor and it in fact is NOWHERE in their website large print OR fine print. It's also appalling that unless I had called customer service and asked these questions I would have never known of this issue! To top it all off, I am now waiting for Shopbop to send me the commercial invoice that I have no access to myself, which is what I must submit to the Canadian customs to begin the process to get this refund. Absolutely appalling to LIE to customers - safe to say I'll be letting everyone know NOT to purchase anything from this dishonest company.

  Business Response

  Date: 04/14/2025

  Shopbop Order # ********* was submitted on 03/25/2025 and received by the customer on 03/26/2025 to their selected International shipping address. At the time of purchase, the customer prepaid the Import Duties & Taxes Deposit which is used on their behalf to pay the import fees on the customers shipment. At this time, we do not have a return method that includes the refund of duty and tax for our international customers. The customer contacted our customer service team on 04/03/2025 and expressed their frustration with the duties & tax refund policy. On 4/08/2025, a supervisor within the customer service department refunded the customers prepaid duties, tax and shipping fee for the order. This was a total of $387.71 USD refunded to the original form of payment. 

  Information regarding Shopbop's International Shipping - Terms & Conditions can be found here:

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

• Initial Complaint

  Date:03/23/2025

  Type:Product 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.

  I used shopbop's discriminatory deposit service to purchase about 30 services for personal use. It said that the difference between the actual price and the counterfeit price would be repaid within 60 days, but it was never repaid. I obtained an import license from the delivery company and requested 8 items, and someone named *****.T. repaid about ****** yen to my card in November 2023. Someone named ******** *.said he would check with the return center, but he never returned the money.Shopbop took 22 deposits from me for $526.84, the actual customs duties were ******, and they have not refunded me the remaining ******. I created a listing and filed a complaint with ******, the parent company, as instructed, but there has been no report of Shopbop taking any action.I can't send the list here because it exceeds the character limit, but if you email me I will send it to BBB.

  Business Response

  Date: 04/07/2025

  After reviewing this complaint, we are able to confirm that per our previous emails, we have refunded any orders that were eligible for import fee refunds. A member of our leadership team reached out to the customer in November of 2023 to let them know that by placing an order and selecting Shopbop Global, the customer agrees to allow ********************** to collect the Import Fees Deposit for the applicable items in the order. The deposit will be used, on the customers behalf, to reimburse the Designated Carriers for the import fees that were paid on the customers behalf to the appropriate authorities of the destination country. It was explained that the customer further agrees that the Designated Carriers may disclose to Shopbop the amount of actual Import Fees levied on the item(s) purchased from Shopbop ("Actual Import Fees").In the event that the Import Fees Deposit collected exceeds the Actual Import Fees, Shopbop will refund the difference to the customer. If any actual fees on the orders mentioned from 2022 and before were less than what was prepaid, an adjustment was already applied to the original payment method within three months of purchase. The customer agreed to these shipping policies when placing an order on Shopbop. No additional import duty and tax fees will be refunded from the orders mentioned.
  
  Our customers are responsible for reviewing any fees and handling any shipping inquiries in a timely manner. If the customer has any additional questions regarding the fees paid on the orders, we recommend that the customer contact their local customs office directly.
  
  *******************************************************************************************

  Customer Answer

  Date: 04/07/2025

  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.
  
  [Please type your response here.]

  H3*363*33363334363637H says they refunded the money, but I can't find any confirmation from emails or card history for the ** items, so I'd like them to show me the proof.
  
  I've been wondering about this for a long time because of the aftereffects of COVID-19, but I was not obligated to charge the difference. H3*363*33363334363637H should have investigated the matter themselves after I pointed it out, and there was no way they could have refunded me right away. It was difficult to obtain an import permit due to my health condition.

  1 order ID: *********
  
  
  Name of the item:Nadie04 sweater,Ora04 sweatshirt
  
  
  Date the order was placed:May *8,*0*1
  
  
  Issue with the order: the import fee deposit was $*1.35,the customs duty was *****,but the difference has not been refunded.
  
  
  * order ID: ********
  
  
  Name of the item:***** sweater
  
  
  Date the order was placed:October 9,*0*0
  
  
  Issue with the order: the import fee deposit was $*8.77,the customs duty was *****,but the difference has not been refunded.
  
  
  3 order ID: ********
  
  
  Name of the item:Vote shirt,**** V Tee
  
  
  Date the order was placed: September 18,*0*0
  
  
  Issue with the order: the import fee deposit was $*0.53,the customs duty was *****,but the difference has not been refunded.
  
  
  4 order ID: ********
  
  
  Name of the item:Plaid Crop Pants
  
  
  Date the order was placed: August 15,*0*0
  
  
  Issue with the order: the import fee deposit was $31.6*,the customs duty was *****,but the difference has not been refunded.
  
  
  5 order ID: ********
  
  
  Name of the item:****** ***** Dress
  
  
  Date the order was placed: August 15,*0*0
  
  
  Issue with the order: the import fee deposit was $*8.15,the customs duty was *****,but the difference has not been refunded.
  
  
  6 order ID: ********
  
  
  Name of the item: **** Dress
  
  
  Date the order was placed: July 30,*0*0
  
  
  Issue with the order: the import fee deposit was $45.63,the customs duty was *****,but the difference has not been refunded.
  
  
  7 order ID: ********
  
  
  Name of the item: knee Length Skirt,Gemini Barreta
  
  
  Date the order was placed: July 3,*0*0
  
  
  Issue with the order: the import fee deposit was $**.63,the customs duty was *****,but the difference has not been refunded.
  
  
  8 order ID: ********
  
  
  Name of the item:  Medium Loop Earrings,****** *****,***** Marled Pullover
  
  
  Date the order was placed: June 10,*0*0
  
  
  Issue with the order: the import fee deposit was $*1.57,the customs duty was 0,but the difference has not been refunded.
  
  
  9 order ID: ********
  
  
  Name of the item: Bliss Necklace,Tie- Dye Slip  Dress
  
  
  Date the order was placed: March *8,*0*0
  
  
  Issue with the order: the import fee deposit was $63.11,the customs duty was *****,but the difference has not been refunded.
  
  
  10 order ID: ********
  
  
  Name of the item: Lucky Earrings,Taryn sweater
  
  
  Date the order was placed: January 13,*0*0
  
  
  Issue with the order: the import fee deposit was $39.*4,the customs duty was *****,but the difference has not been refunded.
  
  
  11 order ID: ********
  
  
  Name of the item: The ******* **** Sleeve  Dress,Performance Essentials Shorts Leggings,**** Top
  
  
  Date the order was placed:  December *6, *019
  
  
  Issue with the order: the import fee deposit was $11.08,the customs duty was 600,but the difference has not been refunded.
  
  
  1* order ID: ********
  
  
  Name of the item: ****** ******
  
  
  Date the order was placed:  December 16,*019
  
  
  Issue with the order: the import fee deposit was $45.57,the customs duty was ?,but the difference has not been refunded.
  
  
  13 order ID: ********
  
  
  Name of the item: Soft and Charming PJ Top
  
  
  Date the order was placed:  December 11,*019
  
  
  Issue with the order: the import fee deposit was $4.41,the customs duty was 0,but the difference has not been refunded.
  
  
  14 order ID: ********
  
  
  Name of the item: ******* Cuffed Tappered joggers,******* Pants
  
  
  Date the order was placed:  December 3,*019
  
  
  Issue with the order: the import fee deposit was $31.40,the customs duty was *****,but the difference has not been refunded.
  
  
  15 order ID: ********
  
  
  Name of the item: Racerback Ruffle Dress,Kimmy sweater
  
  
  Date the order was placed: November **,*019
  
  
  Issue with the order: the import fee deposit was $**.07,the customs duty was *****,but the difference has not been refunded.
  
  
  16 order ID: ********
  
  
  Name of the item: Racerback Ruffle Dress,The Relaxed Ankle Pants
  
  
  Date the order was placed: October 19,*019
  
  
  Issue with the order: the import fee deposit was $11.66,the customs duty was 600,but the difference has not been refunded.
  
  
  17 order ID: ********
  
  
  Name of the item: **** ***** Button  Down Shirt,Ribbed Cropped Cardigan
  
  
  Date the order was placed: July 18,*019
  
  
  Issue with the order: the import fee deposit was $7.51,the customs duty was 300,but the difference has not been refunded.
  
  
  18 order ID: ********
  
  
  Name of the item: Peasant Top,Luxe Rib Pencil  Skirt
  
  
  Date the order was placed: July 17,*019
  
  
  Issue with the order: the import fee deposit was $11.63,the customs duty was 500,but the difference has not been refunded.
  
  
  19 order ID: ********
  
  
  Name of the item: Ribbed Dress With  Slits,Linen  Short  Sleeve  Shirt
  
  
  Date the order was placed: June 11,*019
  
  
  Issue with the order: the import fee deposit was $11.41,the customs duty was 500,but the difference has not been refunded.
  
  
  *0 order ID: ********
  
  
  Name of the item: Xia Pants,Ponte Pintucked Pants
  
  
  Date the order was placed: June 10,*019
  
  
  Issue with the order: the import fee deposit was $30.63,the customs duty was *****,but the difference has not been refunded.
  
  
  *1 order ID: ********
  
  
  Name of the item: Always cardigan, Always cardigan
  
  
  Date the order was placed: May *3,*019
  
  
  Issue with the order: the import fee deposit was $16.64,the customs duty was 900,but the difference has not been refunded.
  
  
  ** order ID: ********
  
  
  Name of the item: Always cardigan, Mini Banded Hoop Earrings,Essential Heritage Knit Long  Sleeve Tee
  
  
  Date the order was placed: May 3,*019
  
  
  Issue with the order: the import fee deposit was $19.*3,the customs duty was 600,but the difference has not been refunded.
  
  
  *3 order ID: ********
  
  
  Name of the item: Moni  Skirt
  
  
  Date the order was placed: December 6,*018
  
  
  Issue with the order: the import fee deposit was $*6.53,the customs duty was *****,but the difference has not been refunded.
  
  
  *4 order ID: ********
  
  
  Name of the item: Laila * Driver Ballet Flats
  
  
  Date the order was placed: July 11,*018
  
  
  Issue with the order: the import fee deposit was $51.34,the customs duty was ?,but the difference has not been refunded.
  
  
  *5 order ID: ********
  
  
  Name of the item: Tahoma Dress
  
  
  Date the order was placed: November **,*016
  
  
  Issue with the order: the import fee deposit was $35.*9,the customs duty was ?,but the difference has not been refunded.
  
  
  *6 order ID: ********
  
  
  Name of the item: Tahoma Dress
  
  
  Date the order was placed: October *6,*016
  
  
  Issue with the order: the import fee deposit was $69.18,the customs duty was ?,but the difference has not been refunded.

  
  Regards,
  
  Risako Shimpo

• Initial Complaint

  Date:03/21/2025

  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.

  So due to an issue with the shop bop website, my order was shipped to the wrong address. It was shipped to a previous address. So I contacted them to have the package rerouted, but it was too late. So they tried to have the carrier ***** pick it up from my old address, but they werent able to pick it up. I have no contact to my old address as its miles away from where I live now, so I was not able to get the package that was delivered. So, I asked them to refund me to my original payment method so I could place a new order. But, they gave me a store credit instead. I did NOT authorize them to give me a store credit. I explicitly told them that I would like a refund so I can place the new order on my own, as they were items that I had previously ordered that were now out of stock and I would have liked to have tried on the clothing items to know if they even fit well. And if they didnt fit, then I wouldve been able to get an actual refund to my card instead of now being tied to the store and having it go back on to store credit. Im very upset as I explicitly told them I wanted a refund to my original payment method (I have written proof), but they still went ahead and refunded it to store credit. All they had to do was say, no, we can only refund it to store credit and I would have said OK and adjusted my expectations. But, its the fact that I explicitly said that I wanted it refunded and they didnt even acknowledge that statement, and went ahead and put it all on store credit without my consent.

  Business Response

  Date: 03/26/2025

  Shopbop Order # ********* was placed on 3/10/2025 with a guaranteed delivery date of 3/14/2025. The customer contacted on 3/14/2025 stating that they had not received the Shopbop order and had realized that the order was placed with the last used shipping address versus the customers current updated shipping address. Shopbop attempted to have the package picked up from the incorrectly selected shipping address and re-routed to the customers new address. Unfortunately the attempt was unsuccessful. Our team offered to refund the customer in full for the order back to a ********************** store credit, and processed the refund on 3/20/2025. The customer expressed that they would prefer a refund to their credit card versus a store credit. On 3/21/2025, the refund was reversed to their original form of payment.

  Customer Answer

  Date: 03/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  **** *****
  

• Initial Complaint

  Date:02/28/2025

  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.

  On November 18, 2024, I purchased an order number ********* from the Shopbop website, which included a $167.81 Nanushka black L size Hide Puffer,a $64.8 pair of **** ***** denim shoes,a $15.75 ******** bag,a $28.8 Nest Bamboo Candle.However, one after receiving the goods, I discovered that both the Puffer and the shoes had defects (during this period, I sent both the coat and the shoes to a product appraisal in *****, so I did not discover the problems with the Puffer and the shoes in time, but I have pictures from the appraisal institution that confirm the defects in the Puffer). After communicating with the Shopbop customer service about the photos of the shoes, the customer service agreed to return the shoes due to quality issues. After that, communicated about the defects in the Hide Puffer, but we were never able to reach an agreement on my return request. I sent photos and videos of the defects in the cotton coat, but the ***** customer service believed that the cotton coat in the photos was not defective and refused to accept the return on the grounds that it was more than 30 days past the date. I hope to seek help and to return the Puffer for a refund and have Shopbop bear the return shipping Puffer and related taxes. I have four reasons for my application: 1. The product quality issues, and it is reasonable for me to request a return and refund.I have screenshots of the product appraisal in ***** and pictures and videos of the defects as proof2. The shoes in the same order also exceeded the 30 days return period, but they can be returned due to quality issues, so the puffer should also follow the same procedure. 3.I have also communicated with the logistics company *** that shipped this order, and they also believe that the clothes are defective. They have sent an email to Shopbop, but have not received a response.I really need your help ! I would be very grateful for your help, thank you !

  Business Response

  Date: 03/04/2025

  Shopbop Order # ********* was placed on 11/18/2024 with successful delivery to the customers selected shipping address on 11/21/2024. The customer contacted us on 1/23/2025 (63 days after receipt of the order) stating that the final sale shoes they purchased were defective. It appeared that the damage they were referring to was normal wear and tear but we offered them a 10% discount to keep the merchandise. The customer did not accept the discount and preferred to return the item. As a one-time courtesy,we accepted the item back for a refund.
  
  On 2/2/2025 (73 days after order placement) the customer sent an additional complaint about the Hide Puffer jacket that was purchased in their original order. This item was also a final sale item. The customer provided photos of the jacket and there was no damage or defects identified. We notified the customer that the item could not be accepted back for any form of refund. 

  Our return policy states that all merchandise must be returned within 30 days and items marked final sale are non-returnable for any form of refund.

  Customer Answer

  Date: 03/04/2025

  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.
  
  [In the picture I sent, it is obvious that the clothes have flaws. I don't understand how Shopbop can say without hesitation that this piece of clothing is fine? This is deceiving consumers I don't accept Shopbop's explanation *** can confirm that there is a problem with this garment I request Shopbop to provide a return.]
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:02/05/2025

  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 2 pairs of pants from shopbop, order ********* in September of 2024, total $318.94. I returned these pants because they didn't fit. Shopbop refused to honor my return. They made up some insane claim that I returned pants from a different brand. I communicated to them that I returned the exact pair of pants I purchased and that they must have made an error. They refused to honor my return, and offered to send me 2 pairs of pants from some random brand in return. This is essentially theft. They took my money, took the original pants I purchased and returned, and gave me nothing back. I don't know how a business like this can legally operate in the ** when they are simply stealing from costumers.

  Business Response

  Date: 02/27/2025

  Shopbop Order# ********* was placed on 9/27/2024 for two items which were received by the customer on 10/2/2024. The customer created a return through our online return portal for both items on 10/10/2024. On 10/24/24, during the returns process, we identified that the customer had returned two items to **********************, which were not the original items shipped to the customer.  These two items are not brands/products sold by Shopbop and appeared to have been used. We notified the customer immediately of the error on 10/24/24 including the details of the items received, letting them know we would be happy to ship and return their incorrectly returned items or forward them on to the intended retailer. If we did not hear back from them within seven days, the merchandise would be discarded. The customer replied to our contact on 11/23/2024, at which time the used merchandise had been discarded.The customer filed a credit card dispute with their bank on 12/16/2024 which was closed in favor of Shopbop on 1/07/2025. 

  Customer Answer

  Date: 02/28/2025

  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.
  
  Their return center made a clear error, I returned the exact products to them that were purchased. They then claim to have "discarded" the random items they claim to have received. Just complete and total nonsense response by this joke of a company. The credit card dispute was re-opened and decided in my favor. Happy to send proof to the BBB of this. This company should not be allowed to operate, its clear they have 0 regard for consumers. 
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 03/03/2025

  I am assuming based on their responses that they will attempt to challenge the dispute again. I would like to prevent their efforts to do this. 

  Business Response

  Date: 03/04/2025

  Shopbop Order# ********* was placed on 9/27/2024 for two items which were received by the customer on 10/2/2024. The customer created a return through our online return portal for both items on 10/10/2024.
  
  On 10/24/24, during the returns process, we identified that the customer had returned two items to **********************, which were not the original items shipped to the customer.
  
  These two items are not brands/products sold by Shopbop and appeared to have been used. We notified the customer immediately of the error on 10/24/24 including the details of the items received, letting them know we would be happy to ship and return their incorrectly returned items or forward them on to the intended retailer. If we did not hear back from them within seven days, the merchandise would be discarded. The customer replied to our contact on 11/23/2024, at which time the used merchandise had been discarded. The customer filed a credit card dispute with their bank on 12/16/2024 which was closed in favor of Shopbop on 1/07/2025. 

• Initial Complaint

  Date:01/03/2025

  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 am writing to express my extreme frustration and disappointment with the service I have experienced on your website. I have made three purchases, and each time there have been serious issues with my orders:1.First Order: I purchased a PJ and waited for a long time without receiving it. When I contacted customer service, I was told it would be investigated. Eventually, I was refunded.2.Second Order: During Black Friday, I purchased discounted items. Again, I waited for an extended period without any updates. Upon reaching out to customer service, I was informed that the package was lost in transit. While I was refunded and given a $25 compensation, this was far from a satisfactory experience.3.Third Order: I placed another order, hoping for a better experience. Yet again, the package never arrived. When I contacted customer service, instead of resolving the issue, I was told my account would be permanently closed due to multiple refund claims.I am baffled by this response. The repeated failure to deliver my orders is entirely your responsibility, not mine. It is unacceptable to punish a customer for your own logistics or delivery issues.I feel deeply disappointed and hurt by this treatment. This has been the worst shopping experience I have ever had, and I will not hesitate to share this negative experience publicly to warn others about shopping on your website.I demand a full refund for my missing order and insist that you review this case immediately. I will continue to escalate this matter until it is resolved to my satisfaction.

  Business Response

  Date: 01/16/2025

  Shopbop Order # ********* was placed on 12/17/2024 with a successful delivery date to the selected shipping address on 12/20/2024. The customer contacted 10 days after the delivery date indicating that they did not receive the shipment despite a successful delivery confirmation from the courier. During the investigation, we identified 3 consecutive claims reported of non-receipt to the same hotel address. The first two claims resulted in full refunds. When consistent claims are filed, we evaluate each account on a case-by-case basis to determine if additional action is warranted.
  
  At this time, a refund has been processed in full for the most recent claim on Order #********* and the account has been closed.

• Initial Complaint

  Date:11/20/2024

  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.

  To whom it may concern,On September 26 and October 7 I purchased two garments (order ********* and order *********) at Shopbop. However, because my annual expenditure on e-commerce sites in one calendar year exceeded ****** RMB, the order must be returned to Shopbop.After over one month, the Shopbop received the return parcels and emailed me they have issued the refund on November 12 (which should be a refund of $370 + $33.67 for the duties and taxes and international shipping fees in order #********* and a refund of $87.5 in order #*********) They asked me to allow 5-7 business days for any credit card transactions to be reflected on my billing statement, but its over 7 business days I still havent received any refunds.Could you please help me with it?

  Business Response

  Date: 12/13/2024

  After investigating the customer's concern, we are able to confirm that Shopbop Order # ********* was placed on 09/24/2024 for a total of $115.46 USD. The XIRENA - Tavi Top / Stellar Blue Helios / S was refunded on 11/12/2024 and refunds in the amount of $87.50 USD and $27.96 USD were completed back to the original form of payment via Alipay.

  Shopbop Order #********* was placed on 10/06/2024 for a total of $403.67 USD. The Wolf Gang - Dolcie Strapless Maxi Dress / Rojo Print / S was refunded on 11/12/2024 and refunds in the amount of $370.00 USD and $33.67 USD were completed back to the original form of payment via Alipay.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For order number *********, I received the wrong item. I received a gold ball gown instead of a navy button down shirt. I sent back the ball gown with the expectation of being refunded $325, the cost of the shirt. Shopbop is refusing to refund me any money at all. For order number ********* I received a ***** ******** **** size small, and sent back the item I received. I received a refund for the item, as it was returned. A week later I got an email threatening to recharge my credit card for sending back the wrong item. Shopbop is charging my credit card UNAUTHORIZED for $146.30 for this transaction. Shopbop needs to refund me for both of these items.

  Business Response

  Date: 09/30/2024

  After investigating the customer's concerns, we determined with our fulfillment center that both orders were processed and shipped complete with the items the customer ordered.We have worked directly with the customer on both orders, issuing a refund of $325.00 for Order ********* on 9/30/2024. For Order *********, the customer was refunded $146.30 on 09/08/2024 and will not be recharged.

  Customer Answer

  Date: 10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***** *********
  

• Initial Complaint

  Date:09/10/2024

  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.

  Dear Better Business Bureau,I hope this message finds you well. My name is ******* *********, and I am writing to seek your assistance regarding a purchase issue with Shopbop.I placed an order (#*********) on August 8, 2024, in good faith. Unfortunately, I received a completely different shipment than what I ordered. Despite multiple attempts to resolve this issue directly with Shopbop, I have encountered rudeness and a lack of accountability. They have exaggerated past claims, dismissing my current issue as an old problem.I am currently deployed with the Navy for the next six months, and this unresolved matter is causing significant stress. Given my circumstances and the fact that I have not received the items I paid for, I am requesting a full refund. I am no longer interested in a replacement due to the ongoing issues and the stress *********** seems like this has been tampered with or something similar. I've tried to get help by filing a police report, but they haven't been responsive.Theyre exaggerating by referring to it as a high claims ( which is only one from two years ago) just to avoid taking responsibility for their mistakes with the warehouse or shipping carrier.Your prompt assistance in this matter would be greatly ************** OF SEPT 10, 2024 I HAVE NOT RECEIVED ANYTHING AND REQUEST A REFUND Thank you for your attention and support.Sincerely,A.R.I

  Business Response

  Date: 09/11/2024

  After investigating the customer's concern, we determined with our fulfillment center and the shipping carrier that the shipment was confirmed to have been shipped complete with the three items the customer ordered on 8/9/2024. During the investigation, we identified similar claims reported this year of non-receipt across the customers' accounts with **********************, resulting in full refunds. When such unusual account activity occurs, we evaluate each account on a case-by-case basis to determine if additional action is warranted.
  
  We have worked directly with both the customer and **** on this matter, and despite confirming that the order was shipped correctly, we issued a refund of $404.72 to the customer's original form of payment on 9/10/2024, for the two items claimed missing from their order.

• Initial Complaint

  Date:07/29/2024

  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.

  I placed an order on July 16, 2024. My order (#*********) was in the amount of $675. This order was delivered to an address that I did not provide. I live in **** and the package was delivered to an address in ********, two states away. I have contacted Shopbop about this order and they stated that since the order was successfully delivered, even though it arrived at the wrong address, it was my responsibility to retrieve the package. I contacted them several times about how I was expected to retrieve the package from an address not my own and they offered no suggestions or assistance. I did write a letter to the address's occupant asking nicely for them to return the package to the sender but I have no way of knowing if this action has or will be taken.

  Business Response

  Date: 07/31/2024

  After investigating the customer's concern, we determined that the customer selected an incorrect shipping address when placing their order on July 16, 2024. This address, which was entered by the customer when they created their account in 2018, was confirmed by the customer as the correct shipping address at checkout. The address details were also included in the order confirmation email on July 16, 2024,and the shipping confirmation email on July 17, 2024. Shopbop successfully delivered the shipment to the address provided by the customer.
  
  We have worked directly with both the customer and *** on this matter, issuing a pickup request with ***. If successful, the package will be returned to Shopbop, but we have issued a full refund of $675.76 to the customer's original form of payment.