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Business Profile

Online Retailer

Cotton on Usa Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Cotton on Usa Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Cotton on Usa Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 2 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:10/08/2024

      Type:Service or Repair 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.
      I returned the merchandise to their store but they are telling me that I did an exchange and would still have to pay Afterpay. I did not do an exchange and the receipt they gave me states as much.

    • Initial Complaint

      Date:07/22/2024

      Type:Service or Repair 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.
      Made a purchase on 7/19/24 I was only given the receipt provided They never asked for an email to send me a itemized receipt I clearly have proof I purchased my items . They clearly add up to what I spent including tax but because I don't have an itemized receipt they told me I can't exchange the items that were to small and were not liked to get something else. It is unacceptable. I should not be out 100 dollars when I clearly have proof of purchase. That is robbing the paying customer. We should be able to even exchange or receive store credit at the least.

    • Initial Complaint

      Date:02/13/2024

      Type:Sales and Advertising 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.
      I started receiving promotional emails after shopping at cotton on in December 2023. I attempted to unsubscribe online but was told I had to personally email their customer service to unsubscribe. I sent an email requesting this, was told I had been unsubscribed, but then I continued to receive emails. I then reached out again and was assured this time I had been unsubscribed. However I am still receiving emails now. This is in violation of FTC guidelines regarding spam emails and is absolutely ridiculous.

    • Initial Complaint

      Date:07/10/2023

      Type:Service or Repair 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.
      To whom it may concern,I visited the ************** location in ********, ** today to return items I had purchased yesterday at the *************** location in ******, **. I proceeded to the register and was instructed to go upstairs to the second floor and return my childrens items at the kids cotton on, as it would be easier for them up there instead of us having to transfer it. I specifically asked the cashier if I had sufficient time as the stores closed in about fifteen minutes, in which she confirmed I did, we dont close until 6. I went upstairs to the kids cotton on at **** (5:51 pm) 9 minutes before your advertised and verbalized closing time, and was kept out by locked gates. I signaled an employee and informed her I only had a few items to return and already had the receipt out and would not take much time. I explained I was instructed only minutes prior to come to their specific store for my return. I was then rudely told by ***********************, well I'm not sure why they told you that, we are closed. I asked for clarification as all platforms list a closing time of 6 pm for that store. ****** then verbalized that the register has already been closed and that they close ***** minutes early everyday. She continuously refused to provide service to me and was extremely unprofessional and rude. On a side note, Im not one to file complaints as I simply do not have the time to do so, and have other priorities I must tend to. However, not only did I waste a lot of my valued time attempting to make a return at two of your locations, but was unsuccessful due to unprofessional, incompetent, and rude staff not willing to take any accountability. Please, if these locations do shut down and no longer provide service at 5:45 pm on Sundays, then please make note of that on advertised hours. I will not be shopping at Cotton On again and will be letting others know of my experience.

    Cotton on Usa Inc is NOT a BBB Accredited Business.

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