Clothing
Johnny WasThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/10/2022
Type:Product IssuesStatus: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'm registering this complaint out of utter frustration. There is absolutely no way for me to get a response from Johnny Was customer service. I have called myriad times since September. I have left voicemail messages and sent pleas by email asking for a response. Each time I've called I get a message to send an email as there are too many calls to respond. Each time I've left an email I receive an autogenerated response that someone will follow up with me. It has NEVER happened.
Here is the issue I hope to resolve. I purchase a necklace (order #********) on 8/29/22 for $529.13. I wore the necklace about 5 weeks later. The clasp wouldn't hold. That is when I began my quest to reach Johnny Was since it was past the 30-day return policy. I finally gave up after numerous tries until i saw that Johnny Was was holding a sale. There was my necklace on sale and for 35% off. At this point, I was more determined than ever. I wanted to return the necklace and get another that clasped correctly for the sale price. Again, there was NO WAY for me to get a response. I recently tried to reach Johnny Was headquarters ****** I thought I might get me a response if I could talk to someone who cares about customer service and customer appreciation. I've spent a great deal of my hard-earned money with Johnny Was and would surely hope to be treated better than this.
I'd greatly appreciate your help in resolving this issue. I have no desire to malign Johnny Was.Business Response
Date: 12/08/2022
Business Response /* (1000, 5, 2022/11/16) */
Hi there, I apologize for the delay in our response and we sincerely appreciate your patience. Our team has since reached out to you via email to discuss an alternate solution, we look forward to resolving your concern together.
Consumer Response /* (2000, 7, 2022/11/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The customer service manager reached out to me, finally. The issue has been resolved in a satisfying manner.Initial Complaint
Date:10/13/2022
Type:Product IssuesStatus: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 a dress online. It originally cost $250 but it had gone on sale and I purchased it for$132. I had previously tried the dress on in the ****** Was store in Newport Beach, CA. When I received the package containing the dress I noticed that it had two significant flaws. I have pictures which I can provide. The quality of the seams and finish was not the same as the dress I tried on in the store. I contacted customer service and explained that I wanted to exchange the dress for the same dress if they still had it stock as I assumed that the flaws were specific to this particular dress since they had not appeared on the dress I tried on in the store. They asked for pictures of the flaws and I sent them to them, including an unfinished seam on a placket on the front of the dress that was finished on the store dress, and trim that curled instead of lying flat. At first they responded that it was a final sale, and that I could not return it. I responded that I did not want my money back, but simply to exchange the dress for the same dress minus the flaws. After several weeks they responded that they had inspected the pictures and saw no defects. They further said that I could return the dress but would have to pay for the shipping. This is completely unacceptable as the flaws make the dress defective.Business Response
Date: 11/02/2022
Business Response /* (1000, 5, 2022/10/18) */
Hello *****,
Our sincerest apologies that your support ticket remains unresolved. Our team will be following up directly as our offer for a replacement still remains valid should you wish to proceed.Initial Complaint
Date:10/12/2022
Type:Product IssuesStatus:UnresolvedMore 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.
Earlier this year I went shopping in preparation for an urgent trip I was taking overseas. I purchased items from the store in**************************** for over $940. One of the items I purchased was the **** Duster which I paid $282 for. Unfortunately while I was overseas, I noticed that the item was severely defective and not wearable. When I returned to the USA a few months later, I brought the duster back to the store in its original sales bag, unworn, with all original tags on it, and with the receipt in hand. I explained to the women working at the store what had happened. She was very dismissive of me and said, "Well too much time has passed. I can't help you." I again explained that I had been out of the country and unable to return the item because of this reason. I reiterated that the item was stitched improperly and showed her the defects. I explained that this wasn't just a matter of personal choice but that I was returning a defective item that is unwearable. She again refused to help me or listen to reason so I asked to speak with a manager. The sales associate went to the back room to speak with somebody else. She then returned and said, "The manager said the same thing. There is nothing we can do." I was shocked that somebody in a managerial position would not show any interest in resolving the matter or even coming outside to speak with me. I told the sales associate that I wanted to speak to the manager directly. A few minutes later a woman identifying herself as the store manager came out. She was immediately dismissive and seemed very uninterested in conversing with me. I contacted customer service on at least 10 different occasions. I was only able to get through to a live person twice and each time I was promised a call back from somebody in a managerial position who would be able to help. That call never came and that's why I'm filling a complaint with ***.
Date of transaction: 05/26/2022
Amount paid for this item was $282Business Response
Date: 02/02/2023
Business Response /* (1000, 8, 2022/11/02) */
Thank you for taking the time to share your experience with our in-store team. Sorry to hear that a leadership team member was still unable to connect with you regarding your return request and experience. While we understand the distressed effect of the product may no longer be to your liking, as clarified in store we are unable to accept worn items as returns. We will happily connect again with our retail teams in hopes they are able to reconnect and come to a positive resolution to your request.
Consumer Response /* (3000, 10, 2022/11/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's so disappointing that you mischaracterized what I have stated in my original complaint. As I have mentioned in all of my previous correspondences, the item was NEVER worn and has proven to be defective. This item has all of the original tags attached to it and is only being returned because it is DEFECTIVE. It should never have been sold in that condition to begin with. I do not appreciate the company's attempt to miss characterize this situation. This is not about me "no longer want(ing)the item". I have clearly demonstrated that the item is defective and should never have been sold. I am within my rights as a consumer to receive a full refund. I have made every attempt to resolve this amicably and the company does not even dignify my complaints with the proper response from management. These unacceptable business practices should not be tolerated.
Business Response /* (4000, 12, 2022/11/15) */
We're sorry to hear your inquiry remains unresolved. We've escalated again your request to hear from Retail Management in hopes you are able to connect and finalize your return.
Consumer Response /* (4200, 14, 2022/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've been waiting for so long and I need this to be resolved as soon as possible please.Initial Complaint
Date:09/13/2022
Type:Billing IssuesStatus: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 a dress from Johnny Was online on September 11, 2022. I paid extra to get it next day air. Just now, on September 13 at 4:45 pm EST, I called Johnny Was, I still have no dress. The tracking number says it is still in CA. I emailed twice and got a bounce back form email saying they would look into it but no one ever did (that was a day ago and this morning). When I called I was told it would come today. When I asked where it was, I was told CA. I live in MD. You can't fly from CA to MD in 3.5 hours -- when the******* on the phone told me it would still arrive.
I told her I would not get it today as it was impossible. She said she could not credit my "next day air" fee yet.
When I asked to speak with a manager, she said yes, they were on duty but I could not talk to them for two days! I bought this for a special event. The cost is over $400.00. This is the third time there have been issues with customer service from Johnny Was, Take a lesson from ********* -- a true customer service company.Business Response
Date: 10/05/2022
Business Response /* (1000, 5, 2022/09/23) */
Hello *******,
In regards to order #******** Overnight shipping was selected and delivery should have happened by Tuesday 9/13. The order was placed Sunday, September 11. As we do not ship orders out over the weekends your order was shipped that Monday 9/12. There was a delay with the shipping carrier and for that, we apologize. Your shipping fee was successfully refunded on 9/14 for a total of $35.00. If you have any further questions please reach out to us at********************Initial Complaint
Date:08/15/2022
Type:Product IssuesStatus: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.
Order# ******** was made on 7/3/22. What a horrible experience I had. I made a large order that was received in multiple packages. I received 2 incorrect items, a wrong sized item, and (4 items were missing). I contacted customer service and after going back and forth (********) asked me to send back what I received wrong and she'll refund me for 3 missing items and those wrong ones, she didn't pay attention to what I reported because I wrote the missing items in my email by name. I sent back the wrong sized item and I got a refund for it along with the incorrect ones. but I NEVER RECEIVED A REFUND FOR THE 4 MISSING ITEMS. I kept 13 items and
I decided to return them to the store in southlake. I went there, a lady there (***) took the items from me she inspected them and she accepted the return and told me that the refund will come to me within few days and I am good to go. The following day another lady from the store called me telling me that a dress from my return is missing a slip and I need to return that slip so I can get refunded or accepting a store credit instead. I went viral because that person inspected all the items and by the way she took too long because they don't have an advanced system to scan and check off the items, then she accepted the return. Now that store lady claims that the dress is missing a slip, why did you accept it in the first place? I told her that I searched and I don't have that slip but the store kept the dress and never refunded me for it. So now I am missing a refund for 5 items .The original 4 missing items plus the dress that was returned to the store and never get a credit for them. The 4 missing items from the order are
PHOEBE DRAPE TUNIC DRESS Style #:********* Size: XS $250.00
MIRO HENLEY POPOVER TUNIC Style #: ******** $260.00
AZUSA TUNIC Color: STRAWBERRY Style #:********* Size: XS $ 288.00
MYRTLE BLOUSE Style #:********* Size: S $190.00
THE STORE dress: PROVENCE DRAPE TUNIC DRESS SizeXS $260.00Business Response
Date: 10/07/2022
Business Response /* (1000, 8, 2022/08/31) */
Our records indicate order #******** was successfully refunded in full; on 7/20 when the customer brought the order including previously communicated missing items into the Southlake ****** Was Retail location and the remainder of the order not returned to store or claimed to missing were successfully refunded on 8/19 & 8/23 respectively. Customer service has open communication regarding this inquiry and is available should the customer still have any outstanding questions.
Johnny Was is NOT a BBB Accredited Business.
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