Complaints

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

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  Torrid

  18501 East San Jose Ave City of Industry, CA 91748-1330

• 

  Torrid

  1 Providence Pl Spc 5080 Providence, RI 02903-1739

• 

  Torrid

  825 Dulaney Valley Rd Towson, MD 21204

• 

  Torrid

  1201 Broadway Spc E131A Saugus, MA 01906-4276

• 

  Torrid

  1245 Worcester St Ste 4052 Natick, MA 01760-1548

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:07/22/2025

  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.

  Hello, On 4/22/25 I made a purchase with Torrid online. I initiated a return and sent the items back. The returns were delivered on 5/19/25 via *** and I still have not received my refund of about $777.55. On 6/3/25 I contacted Torrid customer service through email and they replied that since it was a large order it takes more time to process. I understood that, and I followed up every week or so. Tomorrow, 7/19/25, will be 60 days since they have received my return and I still have not been refunded. I am attaching my return delivery confirmation and the emails between myself and customer service. Thank you

  Business Response

  Date: 07/23/2025

  Thank you for reaching out to us. We can confirm that the order mentioned was refunded for $783.55 on 7/22/25. We ask that you please give 2-5 business days for the funds to reflect back to your original form of payment. 

  Customer Answer

  Date: 07/24/2025

   
  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:07/08/2025

  Type:Customer Service 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 multiple items of lingerie for my wedding as a bigger body woman. When I picked up the items in store I was advised by the clerk in the ***** location as long as the tags and the items were not worn the items could be returned. I returned five items all of lingerie except for one spanx but the amount of ******. I received a refund for *****. I called customer service on todays date and was informed three items were returned a pair of pantys, a bustier, and spanx which would total ******z I was informed there is a 6.00 fee but I still was only refunded *****. The other two items a baby doll and strappy lingerie set we denied as it was worn which is not accurate and will be returned to me. She also stated all intimates are not returnable however three of the items were returned that are considered intimates which is a contradiction in policy **************** was unable to explain why I have not received any email regarding this decision or a tracking number or the two items being returned. I requested a link of how to file an official complaint through the company and awaiting response however I feel the BBB should be aware as I feel in an industry of serving a specific population of bigger body woman these policies and the treatment of their consumers is taking advantage of a population with very limited options to shop and forced to accept forms of mistreatment and contradicting policies that impact our livelihood financially. I look forward to discussing my concerns further with the BBB with the goal of finding a solution not only for my situation but the countless bigger body woman who have experienced this form of exploitation

  Business Response

  Date: 07/15/2025

  Hello, thank you for reaching out to **. We do see that three, out of the five items sent back, were accepted for an online return. The items Lace Underwire Bustier, Straps And Lace Tanga *****, and Retro Ribbon Cutout Babydoll have been refunded on 7/2/25. However, the other two items sent back for a online return were rejected due to showing signs on wear and do not qualify for a return due to this. These two items have been shipped back to the customer through the *** tracking ******************. These two items do not quality for an online return at this time. We hope this information clears things up! 

• Initial Complaint

  Date:07/01/2025

  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.

  Torrid has a track record of taking longer than usual to put credit back on your credit card once they receive your returns. This time they received my returned items on June 12th (I mailed them earlier than that but my account shows the received the returned items on June 12th) and it is now June 28th and I still have not seen any credit put back on my credit card. It's been 16 days, 11 business days, since they RECEIVED my return and yet still no credit back to my credit card and it is a great deal of $ since many items did not fit. I find this to be way too long and I tried contacting them and they just said it can take up to 2 weeks. It's been over 2 weeks!

  Business Response

  Date: 07/08/2025

  Hello, thank you for reaching out to **. When reviewing the customers recent orders we do see that a return was processed on 6/6/25 for order ending in 761 and a refund was also processed on 5/22/25 for a second order ending in 748. If the customer has returned any additional orders recently please provide us with the order number, the items returned, and the return tracking and we can assist further! However, as this time we do see multiple successful returns on this account.

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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 recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:Company Name: CB/TORRID Account #: ****************Balance: $633.00 Under the Fair Credit Reporting Act (15 U.S.C. 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.Including unverified or inaccurate information on my credit reportand continuing to share it with third partiesunfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.

  Business Response

  Date: 06/20/2025

  Thank you for reaching out to Torrid. When reviewing this message it looks like this is an issue with a Torrid Credit Card or credit information. For any questions on a payment on a credit card or your credit score we would advise pairing with the bank directly as Torrid does not have access to credit information only the bank does. You can contact Comenity Bank at 1-800-853-2921 Monday - Saturday 8am - 9pm ET. Closed Sundays. However, we will ensure that your experience and feedback on our partnership with Comenity Bank for our stores credit card is passed along.

• Initial Complaint

  Date:06/11/2025

  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.

  I placed an order in 5/26/25 for $5.40 using my birthday coupon online. The order was to be shipped to the store at ****** ADDRESS ************************* ********************************************************************************************************** The order was finally available for pickup on 6/3/25 and I went to pick it up the same day. It was after 7:50PM but it stated that the store did not close until 8 and when I went to quickly grab my order, the door was already locked and there was no visible employee. Upon reading some other reviews, this is not the first time that they have locked their doors with another person mentioning that the employee stood there and watched her while as she tried the locked door. Going to that location is a bit out of my way so I chose it because I had other things in the area to pick up. After not being able to pick it up I decided that I wouldnt go back out that way and just wait for the item to be returned. It said it would hold my package for 7 days and be returned after that day. However, I get an email today saying my order is still waiting and its going to sit until the 17th. Again after the reviews, I did not want an interaction with the workers, I just wanted my money back so I decided to wait. Around 5:32PM on 6/10/25, I received an email thanking me for picking up my order but I dont know who it was because I did not go pick it up. I have reached out to the business but after what Ive witnessed so far, I dont feel as if they would be helpful if they allow their employees to lock out customers and steal their packages, because there is no way someone came in with my ID to pick up that package.

  Business Response

  Date: 06/14/2025

  Thank you for reaching to us. We are sorry if upon arrival the Torrid location was closed. On rare occasions some store stores may have to close early or open later due to cleaning/maintenance, staffing, or other aspects. The store locator on our Torrid website is updated for more long period changes to locations, however if it is a daily change we may not be able to get the change done quickly. However, we are very sorry to hear about your experience and will ensure the feedback is passed along. Regarding your order, we do see that you were refunded on 6/11/25 and issued a Torrid reward as well. We hope this information clears things up!

  Customer Answer

  Date: 06/18/2025

   
  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:06/03/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ************************** website didn't take down my information at sign up. Because of this, they said they had to cancel my order and wait 5 to 7 business days before reordering! It's unnervingly bad. All I want are my items! They keep insisting on CANCELING my order! I hate incompetence.

  Business Response

  Date: 06/03/2025

  Thank you for reaching out to us. We see that the order mentioned was cancelled in our system and did not go through due to missing information. As the customers name was not entered with the order. Please know all online orders must have a name and email address to process online. We do apologize for any inconveniences that this has caused you. However, we are glad to see that our customer service team has offered to assist you with a new phone order once you would like to place a new order. If you would like to place an online order yourself and not with customer service we would advise possibly clearing your cache, cookies, and browser history before entering the customer information(name and email) manually without using any pre-saved browser information. We hope this information helps you place your order!

  Customer Answer

  Date: 06/07/2025

   
  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,
  
  Aseneah Prince

• Initial Complaint

  Date:06/03/2025

  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 placed an order with torrid yesterday and when I received my email it's a company that works with them named *************** which comes up torrid when you go to the site it's tricky when ordering because it appears as torrid my receipt says that however I seen they have no phone number everything is through email I contacted them to get an estimated date for delivery they only apologized saying they are a new company with no phone number established yet and as soon as they ship they will send a tracking number I didn't trust it so I asked to cancel and a refund but they aren't responding now I'd like to have help with my refund please.

  Business Response

  Date: 06/03/2025

  Thank you for reaching out to us. Viewing the screenshot provided by the customer we can confirm that this is not a Torrid order and was not placed on our Torrid website. As this was not a Torrid Transaction we would advise pairing with your bank for any refunds with a fraudulent website. We hope this information helps!

• Initial Complaint

  Date:05/29/2025

  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 have returned merchandise that the company received on 5/6 and it has yet to been processed and have not yet received my refund. I have other returns received the same date and one after that are processed. Their policy states 1-2 weeks for processing and its been 3 weeks so far I have tried working with support and requested my refund several times. First they said it was processed and the. I was told it was delayed. I have returned my order as requested and done my part and they are not holding up their policy. I am being charged interest on this amount t and returned it with plenty of time before my card statement. Order DT0110998045

  Business Response

  Date: 06/03/2025

  Hello! We are sorry to hear you have not received your refund, however, the order number provided is for Torrid, which is not affiliated with Hot Topic. You may contact Torrid customer service at *************

  Business Response

  Date: 06/04/2025

  Thank you for reaching out to us. When reviewing the order mentioned we see that a refund was processed for the return. Please know this refund was issued on 6/4/25 and will take 2-5 business days to reflect back to your original form of payment. 

• Initial Complaint

  Date:05/19/2025

  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 had some fraudulent charges on my Torrid credit card back in October of 2024 which got resolved. I have been placing orders on the app just fine until recently when my orders kept getting canceled so I reached out to Torrid customer service to find out what the issue was. Apparently, having a chargeback on my account from October is now preventing me from placing orders on Torrid. I sent them a screenshot proving the issue had been resolved. I have been reaching out to Torrid at least once a week for the past 3-4 weeks and still no resolution on my problem. Everyone I have talked to has said they would email me as soon as they get a response from the internal team. I haven't heard anything more about it and its frustrating.

  Business Response

  Date: 05/31/2025

  Thank you for reaching out to us. With the information provided we can confirm that due to a history of multiple chargebacks in 2024 with Torrid, online ordering is no longer available to the customer. If you do have any additional questions or concerns with your online ordering status. Please feel free to reach out to our Torrid Verification department. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23337604
  
  I am rejecting this response because: I want to continue making online orders. 
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 06/06/2025

  Thank you for reaching out to us. At this time, due to a history of multiple chargebacks in 2024 with Torrid, online ordering is no longer available to the customer. If you do have any additional questions or concerns with your online ordering status. Please feel free to reach out to our Torrid Verification department. 

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23337604
  
  I am rejecting this response because: I have sent documentation that the chargeback issue has been resolved. There has only been 1 chargeback and it has been resolved. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service 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.

  Customer since **********: Torid Cash Rewards.Specific: I had 7 $25 rewards accumulated = $175. Total 4/21/25 was the subjective day for the the $$ to expire.4/27/25 I called **, and spoke to ***.The ** lady was polite, and respectfully listened to me. Her answers would SOUND like an answer. However, the responses are hollow and did not make any logical sense.(1) Proposed Resolution:You should offer a "roll over" system for any cash "earned".Having an expiration policy for Torid cash earned, is not in the customer's favor, nor, is it a fair ********** Prposed Resolution:Return the Torid Cash I earned, back into my account.For you to take away my "cash" rewards is a form of *********** is demoralizing and manipulative. It creates bad FEELINGS and I don't want to be exposed to negative situations.(3) Proposed Resolution:Offer an "Appeal" ********** do not offer any type of appeal.(4) Proposed Resolution:Send a follow up documentation acknowledgement letter or e mail to the customer, detailing any ************* addition, when the ** tried to appease me by offering a new $50 amount of Torid Cash to be added in my account.5) Proposed Resolution:Have the on-line account reflect the updates and changes in a timely fashion. On-line, This seems to have Several issues:A) there is NO documentation of this offer.B) my account does NOT reflect the cash.C) I do not see any information that would explain IF and WHEN the Torid Cash will be documented in my account.D) symplify the rules. there are too many "fine print"rules and hoops to jump thru, in order to attempt to understand your system.E) simplify the fine print. It is all too complicated. I have better things to do, than to spend several hours of my time, trying to understand the pointless rules.F) The instructions and rules do NOT follow any understandable ********** conclusion,My brain HURTs, trying to make sense of the nonsense.For whatever it is worth, thank you for your patience,TCQ

  Business Response

  Date: 05/17/2025

  Thank you for reaching out to us. We currently do not offer a "Roll-Over" system for our Torrid Cash promotion coupons. As the coupon will only be valid during the current Torrid Cash promotion and will expire if not used by that date. Although we will make sure to pass along your suggestion for this feature to the appropriate Torrid teams. We do want you to know that we were happy to make a one time exception for this case and have re-issued you the seven Torrid Cash coupons that had preciously expired in April. These new coupons can be used during our next Torrid Cash redemption period. We hope this information helps!