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Business Profile

Online Retailer

Kut from the Kloth

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 41 total complaints in the last 3 years.
  • 6 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:04/18/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 submitted an order on 4/12 and after not receiving any updates reached out to customer service. I was told they couldnt locate my order by the order number and there was a system error and it may need to be escalated. I then received an email notification that my order was cancelled with no explanation. I was only partially refunded for the items I ordered, but did not get the $9.95 in shipping I paid. **************** stopped responding when I asked about getting a full refund for the order THEY cancelled.

    Business Response

    Date: 04/18/2025

    The order was canceled because we were out of stock.  We do send an email notice to the customer explaining we were out of stock and give a coupon code. We then have to refund the shipping charges separately and we did email that confirmation as well.  The customer did reach out to our help desk where she was communicating with our AI Bot. The ticket was handed over to our **************** team this morning where we emailed everything all over again.  


    We have talked to her on the phone today as well as emailed but have not heard back on the email yet, but everything has been processed.


    Thank you

    Customer Answer

    Date: 04/18/2025

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:01/10/2025

    Type:Service or Repair 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.
    11/29/24. My husband ordered me a jacket for Christmas. It didnt fit. When he pulled invoice it said had to be returned by 12/25/24. I didnt open it until that day and even if I had gone out that day to send it back the post office was closed. They said there was NO LEEWAY even though it was Christmas time. Offered me a gift card. I want my money. I just don't shop there. Since this *** read many complaints about the customer service. Just about every business will give extra time from returns during the holidays. I think the amount he spent was $80-$100.

    Business Response

    Date: 01/18/2025

    We have worked with the customer directly.  We have a ***** return policy as posted on the website.  We do not change it for the holiday but we do approve Gift card credits which we have offered the customer as company policy.

     

    Thank you 

     

  • Initial Complaint

    Date:12/20/2024

    Type:Product 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.
    I purchased 3 pairs of denim from Kut From the Kloth on Nov 10 2024. I spent over ****** with this company. One of the pairs was too small. So I submitted my return request. I met all the return requirements such as time frame, original packaging, tags attached etc. I chose to return the item at my local *** Ex store. Kut gives you a break on the return fee of 8.95 plus a extra money if you chose to get a merchandise credit rather than a refund to your credit card. I like the products and have purchased multiple times, so I chose that route. It is now Dec 10th 2024. I have yet to receive my credit or any notification from them after an entire month. I have called multiple times inquiring on the status. Initially I was told it was a delay with *** Ex. So I waited and waited. Then after 3 weeks I was told they received my return but they needed 3-5 days to process. In the meantime called, emailed, and used the chat option to find out when I can expect my refund. I now am not able to get in contact with anyone at all.regarding this matter. I have tried phone, chat, and email. I think I am just out my money. I returned 2 other boxes at ********* the same day *** have received my refund and had no issues with the items reaching other retailers. This is a Kut From the Kloth issue. This company has horrific customer service and policies.

    Business Response

    Date: 12/30/2024

    We have worked directly with the customer and with ***** her package was delayed but it was received and processed as soon as it was received.  The gift card credit was sent to the customer and she has used it to place another order.  

    At this time of year all the delivery companies do slow down due to the hight volumn.

    Thank you

  • Initial Complaint

    Date:10/16/2024

    Type:Service or Repair 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.
    I ordered product from Kut from the Kloth on September 26, 2024 totaling $277.11. On September 30, 2024 I received notification that my package was "on its way" and that the estimated delivery date was October 2, 2024. I continued to check the status on my package and it indicated it was in *******, ** with no movement for multiple days. On October 5, 2024 I reached out to the company asking for an update on my delivery with only an automated response that they were out of the office. On October 8, 2024 I reached out again. At this time my package had been in *******, ** for 9 days. I received a response back that they were filing a lost package claim and a new package was going to be shipping out. On October 10, 2024 I reached out again and was told that my package was to arrive in a "day or two" and I was given a tracking number. On October 14, 2024 I checked the status of my package and it had not left the warehouse. I reached out again and asked for an update and was told that they would check with the shipping manager. On October 15, 2024 the package has still not left the warehouse. I requested a refund from the company and have yet to receive a response.

    Business Response

    Date: 10/28/2024

    We have worked directly with the customer, her package was lost with ***** and the refund was issued to her bank.  We have sent confirmation that it was processed a few weeks ago and have not heard back. 

    We have also worked with our ***** **** to help with shipping issues.

    Thank you

  • Initial Complaint

    Date:08/05/2024

    Type:Order 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.
    The company has spammed me 4 times in the last ********************************************** "finish checking out" despite having never heard of **** company. This is a shady tactic that they should stop.

    Business Response

    Date: 08/12/2024

    We are very sorry, our programmers have looked into this and made sure all contact information has been cleared.

    Thank you

  • Initial Complaint

    Date:06/10/2024

    Type:Service or Repair 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.
    I purchased jeans in March from them online and unfortunately they did not work out so I tried to return them within 14 days of receiving them. Upon emailing them I was told they accept returns within 14 days of your order. I placed the order on March 19 they were delivered to my post office on March 30 at midnight on a Saturday. The post office is closed Saturday and Sunday and so I couldnt actually pick them up until Monday, day 14. I tried to return them on April 12 and was told I was too late. They change their return policy on their website constantly Ive seen it change from 14 days to 21 days since this occurred and I filed a dispute with my credit card company. Before I tried to return this order I placed another order but had to initiate the return before I even received the items because they use Fed Ex Smartpost which has no guaranteed delivery dates it took 20 days for me to receive that order and I put the return label on and sent right back without even getting to see it those jeans would have worked because if I would have waited it would have been past their date to file a return online. This company is pulling a batch and switch. All I want to to be able to return these jeans and get a refund.

    Business Response

    Date: 06/12/2024

    Hi

    We are working with the customer directly to process the return, she was outside our return policy so the Gift card credit was offered but we never received a reply.  We have reached out to her again and are waiting to hear back.

    Thank you

  • Initial Complaint

    Date:04/01/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    Company was all over my ******** feed repeatedly and the jeans looked cute, so I clicked on the ad. It offered 15% off if you signed up for texts and emails. I did this, and received the code. However, they had a special promo for buy one pair, receive 50% off the second. Given this was a larger discount, I selected two pair and applied the discount. Order was complete.Received the confirmation and discount was there. Without any communication at all, on the day of shipping, they canceled the second pair of jeans and removed all discounts. Order went from $155 for two pair to $115 for one. I emailed customer service to ask what happened and request they apply the discount for 15% (twice) and they never replied.After this I contacted them on ******** - they replied with Hi ******,So very sorry, ****** we will be adding a 25% discount code so you will still get the style you are keeping at a discount we will send you an updated refund by tomorrow morning.Again, so very sorry for the inconvenience this has caused. I have forwarded your concerns to our management.If you need anything else, please let me know.Have a nice day!******** **************** support Team.The credit never came through and when I went to inquire- they had BLOCKED me!! First time dealing with this company and their customer service is horrific.Im looking for them to HONOR the above or I will dispute the charge with my credit card company.Unbelievable. Extremely disappointed. First and last time ever.

    Business Response

    Date: 04/05/2024

    Thank you - We have reached out and worked directly with the customer.  unfortunately, she received her refund back on a canceled item before we were able to contact her and adjust her refund.  We have updated her order and issued the correct refund and sent her the confirmation informaiton.

    Customer Answer

    Date: 04/10/2024

     
    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. I will however add that they never contacted me. They did not reply to multiple emails and blocked me on ******** when I requested they add an additional refund amount. Will not purchase from Out ever again due to the poor customer service received.

    Sincerely,

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

  • Initial Complaint

    Date:03/25/2024

    Type:Product Issues
    Status:
    Resolved
    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 jeans from this company on 1/31/24 but did not like the style so I returned them via ***** to which it was received by the company on 2/13/24. I have not received a refund nor have had any response from them. I have sent two emails through their customer service & as of today still no response.

    Business Response

    Date: 03/28/2024

    Thank you so much, we have reached out directly to the customer.  Her return was processed and the Gift card credit was emailed within our processing time as posted on our website.  Sometimes our Gift card will go to SPAM but we have resent the Gift card code to the customer.  Thank you.

    Customer Answer

    Date: 04/04/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:03/18/2024

    Type:Product Issues
    Status:
    Resolved
    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 18, 2024 I purchased 2 pairs of shorts, returned 1 pair which Fed Ex tracker shows Kut received March 1. I have never received my refund. I emailed Kut's customer service March 12, 2024 regarding this but have not heard anything back from them, nor been refunded.

    Business Response

    Date: 03/19/2024

    We have worked with our customer on this issue.  She had placed an Exchange order (which in our system is also called an Upsell)  so there is no refund due because the credit goes towards the new order .  The wording on the return system was alittle confusing to her.  We did assure her that if for any reason there was an addtional charge feel free to reach out to us and let us know and we can look into it and of course refund anything that would be due.  

    Thank you

    Customer Answer

    Date: 03/20/2024

     
    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.

    Sincerely,

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

  • Initial Complaint

    Date:02/27/2024

    Type:Product 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.
    I placed a large order for many pairs of jeans on Jan 20. My first time ordering from this online retailer. Did not receive items until Feb 1. I was out of town until Feb 9. Went to process online return on Feb 15 and was denied the ability to return the unwanted jeans (Im keeping 2 pairs and returning the rest). I contacted customer service via email and was told I could only exchange or get a gift card. I told them I do not want an $800 gift card. I want to return the jeans. They quoted an obscure 14day return policy, with a click that starts from day of order not day of receipt. After a number of emails back and forth they stopped emailing me back. I placed 2 calls to their customer service number on 2 different days and left 2 different vmails. Never received a call back. Today, Feb 20, I called the number again and a human picked up. She was kind and understanding and tried to help. Best she could offer was a refund for half and the other half in a gift card. I thanked her and her know that was not going to work. After reading the other complaints here, I see I am not the first customer to experience something like this. Very disappointing. BBB please help! Thank you! Order#*******

    Business Response

    Date: 03/02/2024

    Thank you, yes our return policy is clearly posted on our website and we have reached out and worked with the customer directly on her return/exchange.  

Kut from the Kloth is NOT a BBB Accredited Business.

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