ComplaintsforAlo Corporate

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order with Alo online. Order number is 12224706.Now that I see all the other complaints here I wished I had checked this out because I will never be an Alo customer again. I ordered a shirt but when the item arrived a pair of pants had been placed in the plastic wrap with the sticker saying it was a shirt. Any human could see these were pants and the clear plastic bag was heavy to be a shirt. They obviously have no quality control to inspect prior to shipping. I contacted Alo by email. which was no help. I then took the item and packing slip to the ********************* Alo location. This company made the mistake not me and all they do is try to get you to accept at store credit or gift card to keep you purchasing their items. This is not what I want. I had to fight for a refund for the misdelivered item. I then requested they pay me back for my two Uber rides to return the item to the store. I should not have to pay for trips to the store when this was their mistake. They only offered me a gift card but I do not want this. They refuse to compensate me for the transportation. Im looking for the compensation for the ride there and back from ****. Considering how many stores they have and the online business, seeing they are an F on the BBB is telling.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order GE5521804056US was lost by carrier and they never reach out after multiple contacts, please refund the loss

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In December I placed order #******** in the amount of $374.10. The item did not fit and I returned it via *** and many other packages after the Christmas holiday. Because of the amount of returns I dropped off, I did not get a receipt, but the return was made in the massive ALO box in which it was received. *** claims there is no tracking for the item, and it never arrived at their warehouse. I assume it was stolen as it states ALO on the box, and it might be worth taking. Over the last few months (please see the screenshots below), 5 separate agents have promised me refunds, or a store credit, and now they will not issue the store credit after promising me they would do so if I closed the chargeback. I provided them with a PDF letter from ***** confirming it has been closed and sent a screenshot showing the money has been deducted from my account again. I have spent over 3k with ALO and have been a great client. I want my refund or store credit, and the contact information to headquarters, so the agents who have lied to me and cost me nearly 10 hours on the phone are fired.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Order: ******* - I purchased this order during a sale. I own about five pair of Alo lounge leggings and have purchased them for years. I am a long time customer of Alo. The lounge legging from this order went unopened over the last few months due to buying them to replace leggings as they wear, and to utilize the sale. I expected no surprises with this legging. Instead, upon opening these last week there are major issues. The fit is not the same, the fabric is not the same, and they have caused some type of reaction on my skin. When reaching out to your customer service team today (the first time Ive ever had to reach out) I was dismissed and told they can change the fabric at any time and they make no guarantees that youll be receiving the same pair of leggings you ordered six times prior. He also said I cannot return them due to being over 30 days despite being just opened. He was extremely rude and shouldnt be in customer service. His name is *********. I am requesting the ability to return this product for a replacement or receive store credit. I love Alo but the customer service from your web chat is deplorable.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My sister purchased me an Alo set for Christmas. Unfortunately, it was too big, so she took it into the ********* store to exchange. They didnt have the pants in stock, so said they would ship to my address. When they arrived, they were unfortunately the wrong pants and did not match the sweater I had. I phoned them and they had me email a photo of the product and the receipt and shipping label, which I did. The response I received IN WRITING, was that I could keep the incorrect item and they would send the correct item and that I would receive shipping confirmation within 3-5 business days. 2 weeks later, I followed up as I had no received anything. I was informed they did not have the item in stock and would refund me. I checked their website and the item was in stock, which I informed the agent of. The agent then said I would receive a shipping confirmation. A week later - again - when i had not received anything, I followed up. They informed me that they had refunded me and would not send the pants. I was NOT refunded (nor my sister). Then they told me I had to send back the incorrect item (6 weeks later might I add). Now they have stopped responding altogether. So ultimately I dont have the pants and I dont have my $$. Literally this is robbery.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for 11 items on November 11, 2023 totaling ******, but was only sent ONE of the 11 items. I gave it 2 weeks to see if the rest of the order would ship since it was around the holidays and I figured they were busy. When I contact the company to see where the rest of the items were, the customer service agent first tries to tell me they have been delivered and I should "check with my neighbors", despite the tracking info showing the items were never even handed over to **** Then she tries to say *** has them or "it's a problem with your bank". I literally sent her screen shots of the tracking info showing that the items never even left their warehouse. They had no problem charging my credit card for the items though. Their solution is "we'll open up an investigation with *** to locate the package, it will take ***** days", again despite the fact that *** never even received the package. Refused to refund me or send me a replacement package. After hearing nothing for another week or so, I file a dispute with the credit card company on Dec 5. Now *** says they want to refund me but they can't unless I drop the credit card claim. So I drop the claim and *** sends me a refund...but the amount doesn't cover all of the missing items. They say "their system won't let them process the refund for the remaining item" which totaled ****** with tax, because there's still a "chargeback" on my account, even though the claim was dropped. They said it can take up to 70 days for the chargeback to drop off of my account and they can't do anything in the meantime. I have been emailing someone named ******** weekly asking for an update on the refund status, but the chargeback was still on my account until this week. So ******** sends me another refund...for $64. I don't even know where this number came from. Again, I was owed ******. She says "this is the only amount our system allows to refund". They still owe my ***** and its FEBRUARY. Worst customer service ever.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On December 9, ********************************************* the amount of $336.55.It is my understanding the order was delivered December 13, 2023. I called *** on December 14 after getting the ship notice email. A representative identified as ***** said it would be a few days for *** to check with the shipper about delivery and to call back.After speaking with neighbors the box may have been dropped at the front of my building. I followed local protocol, filing a police report regarding this "porch pirate" theft. On December 15 I got Rey when I called ***. I asked for him to file a loss/theft claim and to reship with signature required. He said I would have to order and pay again, or wait a few WEEKS for them to research the issue with the shipper and then they will decide on action. Note; no longer a few days but WEEKS. He could not explain why the day prior I was told a few days. THIS itself is an issue. No policy or procedure, just guessing? Needless to say, I would not place another order, signature required is not offered by *** and *** could not make signature required deliver work for me. On December 20 I spoke to ******. No further updates on my order. He did not explain if anything has been done, nor could he ship any items OR REFUND. He stated a response would be needed from the shipper before refunding. I asked for him to call me once it was researched as I should not have to call time and time again. I got ********* on January 17 and asked for this to be escalated. Its now January 31 and no one from *** customer service has responded at all. Calling the corporate office number also led to the call center.Emails to *********************** and *********************** also went without responses.On January 30, 2024 I wrote via the customer contact form on the *** website I would file this concern with BBB if no response was given.You can bet though that every day after the order I have received advertising solicitations from ***. NEVER attempt a purchase via *** online!

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received an Alo Yoga Warrior Mat on 11/1 and due to health reasons, was unable to use it until 1/1. After less than two weeks of use, it started developing small holes all throughout the mat. I contacted *** and was first told that they do not guarantee the quality of their products and since I was outside the return window, they couldn't help me. I escalated it to the customer service chat function and was told that in order to receive a refund, I would have to return the defective product, even though I would have to pay for the shipping materials myself. I was promised that I would receive a return label in my inbox in 2-4 days. 9 days later, no label. I escalated it to ********************* at Alo Yoga customer service and asked for an immediate refund but was again told I needed to return the product to receive one. I am so dissatisfied with the quality of Alo Yoga products and the policies and conduct of their customer service team.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is in regard to order ********. I contacted Alo Jan 10, ****, which was the last day of my return window. I opened my unworn/unused/with tags Accolade Grey Crewneck and noticed a coloring issue near the collar. I entered my order information on the Alo Yoga website ******************************************* and it showed that I was still eligible to return the item. As I should as the return window was until the 10th. I thought I would contact Alo customer service about the coloring issue first, as well as an issue with another pair of socks that once opened and not worn, already had a seam coming out, and a hole developing that I had ordered in the same order. This was the second pair that had this issue. I heard back promptly and sent in photos for the items. Once I stopped hearing from customer service on the 10th, I decided to do a return as I was not getting a prompt answer. This is where I saw that the return window said it had closed, even though it was only 7 pm. I was confused, but I figured customer service would resolve the issue easily.After that, ********* became less and less responsive, and clearly was giving me generic answers. She told me that she consulted with her team and determined it wasn't a defect, but also gave no response to the socks. I then explained to her the issue and she told me that the item had to be unworn/unused/with tags, which I had already told her the item was. The socks were opened and were already defective without wearing once.She kept telling me that since the return window had closed she would not let me return the item and never addressed the socks again. Extremely poor customer service over issues that should've been resolved easily, especially since I ordered more than just these items.I would like either a replacement of the Accolade Grey Crewneck or to be able to refund the item to my original form of payment, and I would like a replacement of the other pair socks that were damaged upon opening and unused.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My experience with Alo Yoga has been nothing short of a nightmare. I made a purchase on December 30th, ordering a female wellness bra and a male jacket from their website. Despite being a loyal customer, the jacket, intended as a birthday gift for my boyfriend, never arrived.Upon contacting customer support, I was initially assured that the jacket would be dispatched within 24 hours. Shockingly, this turned out to be an empty promise as the jacket remained elusive. Subsequent attempts to rectify the situation were met with even more disappointment.On January 8th, I reached out to ***'s customer support once again, only to be informed that the jacket was suddenly out of stock. Strangely, it was supposedly in stock when I first reported the order discrepancy. What's worse, *** failed to communicate this change in status, leaving me blindsided by their incompetence.Desperate for a resolution, I requested a full refund, a process supposedly confirmed by customer service representative ********** within 2-4 business days. Needless to say, this refund never materialized.My latest interaction on January 12th with customer support, this time with *****, revealed that not only was the promised refund not processed, but it was now expected to take until January 19th. And this is for the jacket that was never even sent in the first place.At this juncture, I have little faith that Alo Yoga will fulfill their commitment to a refund or provide any compensation for the botched birthday gift. The time wasted in reaching out to their lackluster customer support, coupled with their shipping errors, paints a grim picture of a company that seems indifferent to the satisfaction of customers who invest significant amounts in their products.If this is the treatment customers receive after spending thousands of dollars, it makes one question the integrity of Alo Yoga's touted "cool image."

*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. ↩