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Business Profile

Clothing

Econica

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/07/2024

    Type:Delivery Issues
    Status:
    Answered
    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 May 18, 2024, I ordered 3 pairs of custom made shorts, a pair of cropped pants and a top. The total was $249.30. Website link for description of shorts: ************************************************ also states "IMPORTANT: This is a custom-made item. Once you place your order it will be made in your size and colour preference."

    On June 8, 2024 I messaged ***** from Econica:
    "I just wanted to make sure the correct measurements are used for making the shorts. I requested a straight leg style instead of flared legs, with waist 30 inches, mid rise requested, 9 to 9.25 inches crotch length, hips 38 inches and I believe you received the longer length inseam that I requested. Could you please confirm receipt of style and measurement specifications? I want to confirm my shorts will be made according to custom specifications."

    Rep acknowledged & let me know later that my order was completed & was going to be shipped. I received my order on July 5, 2024. Order contained the top, (that I cancelled & was refunded for), as well as 3 pairs of shorts & a pair of crop pants. I tried on the shorts and crop pants. The shorts were uncomfortably tight and ill-fitting. Both the waist and hips were extremely tight. The crop pants were tight as well, except for the waist it was loose. Upon realizing that the measurements that I provided were not used to make my customer order I contacted the representative from Econica. I sent the representative photos with measurements of each pair of shorts & photos of the crop pants. See attached.

    * All of the shorts and crop pants have hips measurements of 30 inches. That is 8 inches smaller than my custom measurements. I specified in my order, 38 inches for hips. The shorts waists were 26 inches, 4 inches smaller than the 30 inches waist I specified. I am filing a case specifically for 100% reimbursement for the shorts and taxes that I paid. The total amount that I am seeking is $225. Thank you.
    ***** ********* 

    Business Response

    Date: 11/07/2024

    Dear *****,

    Thank you for your feedback.  As mentioned previously, the measurements for a fitted lycra jersey garments you requested are smaller than the body measurements due to the fabric's characteristic stretch. If you measure your shorts while they are stretched as they would be when worn, they will match the custom measurements you provided. This is called negative ease. 

    These garments were custom-made for you, with a long fold-over waist and extended inseam, which you custom requested. These features were not part of our original design of these shorts displayed in our studio shop. 

    It appears you may not be satisfied with how this style looks on you, which is why we recommend ordering one item initially to ensure it meets your expectations before purchasing more. Unfortunately, since you did not specify a relaxed or gentle fit and requested less flare on the already "fitted" shorts, we cannot offer a refund. The items were custom-made specifically for you according to your instructions.

    Thank you for understanding and we hope to make it up to you in the future. 

    Customer Answer

    Date: 11/07/2024

    Complaint: ********



    I am rejecting this response because at no time did seller mention that the shorts would not be made according to my specifications nor did I ever agree to anything other than a custom made to fit order for the shorts.  After i sent the measurements of the shorts and pointed out that the shorts that were delivered were not my body measurements and after I sent photos of the actual measurements being smaller,  I believe ***** recognized the error and sent me this message dated 7/8/24

    hi *****,
    we are not able to send a prepaid shipping label as we would have to be in the USA to purchase one for you. But If you let me know how much it will be I will paypal you the monies for the shipping label. Please use USPS Tracked Packet service for the most economical option and return everything including the top to the address below for a full refund:

    ECONICA
    ** *** ***** ** *** ***
    *** ****
    ****** *****
    ******
    ONTARIO
    CANADA

    Sincerely,
    *****

    My response to her on 7/8 was:

    Hi *****,
    I am not comfortable with pre-paying for a shipping label for you to reimburse me through Paypal afterwards. I don't want to spend any more money and I'm feeling cautious about your request. My order was not made as requested and paid for according to my personal measurements and I am seeking a full refund. I will apply a label that you prepay and email to me then I am willing to drop the package at the post office. Alternatively I can donate these items and you can issue me 100% refund. Your choice. Either way just let me know your final decision. Thanks!

    Soon after I responded to her message ***** withdrew her offer and doubled down defended the wrong measurements being used.  She shared that it was my fault and that the shorts were supposed to be made with smaller measurements than I had provided.  That just doesn't make sense.  I paid for a custom made pair of shorts and crop pants.  I did not get that and that is why I am requesting a 100% refund.   The shorts and crop pants are unwearable, they are too tiny to fit me.  The waist is 4 inches smaller than the measurement that I requested and the hips are 8 inches smaller than I requested.  So the clothing holds no value for me to keep them. I just want my money back.  I bought these "custom made" shorts according to a non custom fit.  It just doesn't seem reasonable. Why ask for measurements and weight size only to make shorts that do not meet what is being asked for? If there was any conflict to the design when I made my request the seller should have pointed out that these are fitted shorts and that the measurements that I provided would not be the actual or same measurements that for the shorts waist and hips and that the shorts would be made tighter and would be stretching to meet my measurements.  (Although they didn't quite stretch enough.) 

    Here is the link with the actual order. ****************************************************************** 

    Note after each item of shorts and the crop pants that it reads: "Made-to-measure (custom-made)"

    If you send a pre-paid shipping label I will agree to stick it on the package and return everything to you as long as you issue a 100% refund, of $225.  Alternatively you can forget sending the label and just refund me $225 and I will donate the clothes.  Please just let me know of your decision. Thank you.

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

  • Initial Complaint

    Date:05/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Theaf, Grossophobic and Unprofessional On September 5, 2023, I ordered a set of 5 custom underwear (link below), for which I provided my measurements. She made me boxer shorts that go down my thighs and up to my belly button (see picture attached).I sent her a pic to show her that I didn't receive what I ordered, and told her I wanted to have the underwear I ordered. She replied Upon reviewing your order, I see that the pattern was adjusted to accommodate your provided measurements. Meaning your are too large and you should wear boxers and not my underwear. She offered to redesign the underwear to be skimpier and more akin to the depiction on the website and she sent a prepaid shipping label. I sent back the 5 underwear, she picked it up, which can be verified with the *********** tracking number (see PDF attached), and she never got back to me. When I reached out to her, she said she never received the package, and didn't even bother to look into it saying that the tracking number is not valid anymore. So I sent her a transcript of my chat with *********** proving that the package was picked up. She discarded that. So she refuses to either send me the underwear I paid for (99$ plus taxes) or to refund me.******************************************************************************

  • Initial Complaint

    Date:01/04/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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 3rd, 2024, I purchased merino wool lounge pants made-to-measure for $175 before tax, $196.75 with tax from Econica (order #******). The pants are advertised as 100% merino wool, but upon receiving them on March 26, 2024, it was very clear that they are made from a much cheaper synthetic fabric. I would like a refund as I was deceived into purchasing a false product.

    Business Response

    Date: 09/04/2024

    Dear ****,


    We have received your complaint to the Better Business Bureau regarding the fabric composition of the custom-made merino wool pants you purchased from us. We are surprised and disappointed that you chose to escalate this matter without first reaching out to us directly. At Econica, we pride ourselves on our transparency and commitment to customer satisfaction. We believe that open communication is key to resolving any concerns efficiently.


    Please find attached a fabric swatch card from our supplier, along with the invoice for the purchase of the fabric in question. This documentation serves as proof that your pants were crafted with genuine lightweight Merino wool in the Fungi (Taupe) color T8501 color #***.


    Our reputation, built over 20 years of dedicated service, is something we take very seriously. We have always stood by the quality of our products and our transparent business practices. It is disheartening to see a valued customer bypass the opportunity to resolve the issue directly with us.


    We kindly ask that in the future, you contact us directly with any concerns or questions you may have. This will allow us the opportunity to address your needs promptly and maintain the high standard of customer service that we are known for.


    We hope this clarifies the situation for you and look forward to your continued patronage.


    Best regards,


    Natallia  
    Econica

    Customer Answer

    Date: 10/04/2024

     
    Complaint: 21512742

    I am rejecting this response because:

    I was very much looking forward to my purchase from your shop, but when I received it I was extremely disappointed with the quality of the fabric. The fabric of the pants is so thin you can see the label right through them on the bottom. A quality merino fabric would not be like this. They are so thin, they look sheer. Please see attached photo. These pants could never be worn in public, and would not be even warm enough for around the house. If you stand by your products, then you should issue a refund for these because they are not to standard. I never would have expected this type of quality from your store. 

    When I read the complaints about quality on the better business bureaus website, I was saddened to read that this has happened to others. Many people said that when they reported these issues, they received replies that were very unpleasant and defensive. In order to avoid this, I felt it safest to go through a professional intermediary. 

    Sincerely,

    Ally *******

Econica is NOT a BBB Accredited Business.

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