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:01/16/2025

  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.

  12/26/2024 // I initiated an exchange inquiry for a Christmas gift (order ELWD-******(, per a customer service agent's directions on 12/26.1/1/2025 // I submitted the exchange request and purchase on 1/1 and was charged for my items. Order ELWD-****** (noting that they gave me the same order number for the purchase). I received an email stating "Any exchanges or refunds associated with this return will be initiated within 24 hours of dropping off your items. If you return fewer items than originally indicated, your refund will be adjusted accordingly."1/6/2025 // my items I was returning for an exchange were dropped off at *** on 1/6 and I received a confirmation from Happy Returns - a third party site the Elwood uses.1/8/2025 // I reached out to customer service for a follow up on where my items I requested the exchange for were and received an automated response stating" Our team is actively working to respond to inquiries as quickly as possible, typically within 72 hours."1/13/2025 // I sent a follow up email and received the same automated response on 1/8 and then I sent an Instagram DM for support and they replied back asking for my email address. 1/14/2025 // I received a follow up email that my return was refunded to the original method of payment. However, they did not address my EXCHANGE. The order was initiated as an EXCHANGE not a return.1/16/2025 // I have not received any updates on my exchanged items and my card has already been charged.I am fully aware that LA has been impacted by these disastrous fires as I am from **********. I empathize that their focus may be on assisting the community. However, they have not communicated that orders will be delayed. They have not been responsive via their chat system and the length of time this has taken to process Is wildly frustrating.

  Business Response

  Date: 04/16/2025

  Hi there, 
  
  We're so sorry for this experience. We ran into issues with our returns platform and because an item was out of stock, it automatically refunded the order instead of sending out the exchange. As a courtesy, we've discounted the customer's most recent order. Thanks for your patience with us! 
  
  Warmly, 
  The Elwood Team 
  
  

• Initial Complaint

  Date:01/10/2025

  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 would simply like to make a return for an item I purchased on 12/21/24 from Elwood Clothing. Order total $85.90. The payment is set up through Affirm (#GE2U-F01Y). I have reached out to Affirm and to move forward with a claim with them, I have to have started a return with Elwood Clothing. I have tried contacting Elwood several times through their website chat and email - a couple times a day for over a week. All responses are bot responses which puts me into a loop with no resolve. This is extremely frustrating. I simply would like a return shipping label to return the product within the return window which is the beginning of February. The item has not been worn, all tags on, and original packaging. Simply do not care for the item. I appreciate your help!!!

  Business Response

  Date: 04/16/2025

  Hi there, 
  
  We're so sorry for the trouble returning. We always have our returns portal accessible on our website and we do see that the return was processed and completed for this order. 
  
  Warmly,
  The Elwood Team 

• Initial Complaint

  Date:12/13/2024

  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.

  Purchase from Elwood Clothing (EC) was not received/delivered. "Shipping protection insurance was purchased by buyer (self) through Seller (EC) for protection of order shipment through to delivery.Seller is not providing resolution and making communication very challenging with customer (myself). Originally I requested items purchased be re-shipped and delivered to me by 12/20/2024 latest, I now REQUEST A FULL REFUND of order.There is no phone number available to discuss this situation with EC. 12/12/2024 advised by EC there is no phone number to provide (copy attached of correspondence).All communication continues to be by email with no *************** of on-line purchase: 11/29/2024 Order number ELWD-****** Amount: $93.84 (includes the fee for the "shipping protection insurance")Shipper (OnTrac) claims package was delivered, no proof of delivery, and PACKAGE WAS NOT RECEIVED BY CUSTOMER.Tracking number (OnTrac): *************** Claim # with shipper (OnTrac): ******** Steps taken by ***********/5/2024: Filed a claim with the shipping vendor, OnTrac.12/7/2024: Response from ******, Thank you for reaching out to us regarding D10015870286775. Our delivery records indicate this package was delivered, but we understand you have claimed the package as not received. Our facility has completed the investigation. If the package has not yet been received, please contact your seller for further assistance.12/7/2024: Contacted EC by chat, response received by EC via email. To date ** continues to send email if prompted by me for status with another ask, all of which I have done previously and info provided to **. ** is requesting ANOTHER claim be opened with shipper, which cannot be done (assumption - because a claim was previously opened). ** was advised, and asked for a screenshot of attempted submission which was provided TWICE.

  Business Response

  Date: 04/16/2025

  Hi there,
  
  We're so sorry for the trouble with the delivery of this order. The order was refunded on December 14th, 2024. 
  
  Warmly,
  The Elwood Team 

• Initial Complaint

  Date:12/09/2024

  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.

  On 11/23/2024 I purchased a $341. 60 order from Elwood. 11/29 I received the order. I ordered 3 sets of their 3 packs. (3 tops, 3 sweats and 3 sweatshirts) they are sold as sets. tops with tops and so on. The website displays these sets to be matching in color based on the color you purchased. The grey set that I received is 3 different colors. Each item is a different color verses the other sets are matching. Additionally, the white sweater I received must have been sent by mistake or they think customers will overlook it but was sent to me with pen parks all over it with small red tape on top of them. I have requested to exchange the damaged items, ( white sweater and the grey set that doesn't match) but they're are unresponsive and are not providing solutions. They apparently have a policy which states all sets must be returned as a whole, I DO NOT SEE THAT IN THE POLICY, either way I cannot return my items for the same size it will only allow me to exchange for different sizes. I also do not need to exchange everything! I want the full order and just the damaged items replaced! If I return the white sweater I have to return all of the tops which I want! same with the grey set, Id have to return everything because one item for each set in the color grey do not match like the other sets do. 12/3/2024 I reached out to their ********************************** customer support and all ive received is a "im really sorry" and to process my return through their website. THIS PARTICULAR PURCHASE IS DIFFERENT THOUGH BECAUSE THEY HAVE SENT ME DAMAGED ITEMS, within their return policy I did see " if an item is damaged please contact us" so I did and they have yet to provide me with any prompt resolutions. Im afraid to send back the product entirely now for a full refund and have them keep my money too considering the level of customer support I have received. I have reached out about 12 times and on their instagram leaving comments and messages, and still no response.

  Business Response

  Date: 04/16/2025

  Hi there, 
  
  We're so sorry for this experience. It should have been handled differently from the start. We do see that the order was returned for a full refund. 
  
  Warmly,
  The Elwood Team 

• Initial Complaint

  Date:11/27/2023

  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.

  Placed an order with this company 11/19. As of 11/25 they still have not dispatched my order nor can they give me a concrete answer about it when it will ship. They tell me orders ship within ***** hours of purchase but that is clearly not the case.

  Business Response

  Date: 04/16/2025

  Hi there, 
  
  We're sorry for this experience and the delay of your order. The order was delivered on December 2nd and was successfully returned and refunded. 
  
  Warmly,
  The Elwood Team 

  Customer Answer

  Date: 04/16/2025

   
  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:11/27/2023

  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.

  This business is posting pending charges on customers accounts without the customer authorization. In some cases, this business is posting charges to customer accounts after the customer has already returned the merchandise. In my case, I purchased three items from Elwood clothing, tried them on, and returned all of the items the very same day. I received an email that my return had been received and processed. However, few weeks later, I saw a pending charge from this business for the exact same amount as my original purchase. Because the charge never moved from pending to posted, I was not too concerned. A few weeks later, I saw a charge posted for the exact same amount, and once again, the charge was listed as pending and never posted. Now, a charge successfully moved on from pending and posted on my account, i.e., the funds were withdrawn by the merchant. Based on comments on Instagram, I believe this business is doing the same thing to other customers. This business needs to be monitored for placing unauthorized duplicate, and even sometimes more, charges on customers accounts.

  Business Response

  Date: 04/16/2025

  Hi there,
  

  We're so sorry about this. We use ****** for customers to try ********************** before purchasing. There is a pending charge that is placed when the order is placed, but the charge falls off if all items are returned within the trial window. This issue was a TryNow error that has since been fixed, and a refund for this charge was issued. 
  
  Warmly,
  The Elwood Team