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:02/03/2025

  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.

  I received my order and arranged for a return. I shipped the item back and it was confirmed as delivered on 12/30. I have not been refunded my money and the company is failing to answer any emails or phone calls. Furthermore, I paid for expedited shipping (2days), the order was placed on 12/10 and it was not shipped until 12/17. At this point it was sent by regular *** ground as well. The order was finally received on 12/23.

• Initial Complaint

  Date:01/28/2025

  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 have had multiple issues with Chinese Laundry. Number one, the order did not update online to say that it was shipping for multiple weeks. When I got the package in the mail, I was shocked because I thought it never shipped. Within the time frame of waiting for the package/ for the status to update, I emailed customer service three times and got no response. It wasn't until I needed to return the item that I got a single response, which is when Chinese Laundry provided me with a return label and told me to email them when my order was in transit so they could refund me. Since then (over a week ago), I have emailed them three times to no avail and have not received my refund yet.

  Business Response

  Date: 05/08/2025

  We are very sorry to hear about the experience this customer had with their order. We understand how confusing and frustrating this must have been. We appreciate that the customer followed through with the return process and understand they ultimately pursued and won a chargeback through their bank. While we regret that we were unable to resolve this more smoothly on our end, we hope the customer feels their concerns were eventually addressed. We are actively working to improve our processes and communication to ensure issues like this do not occur again. If there is anything further we can assist with, we welcome them to reach out. 

  Customer Answer

  Date: 05/12/2025

   
  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:01/09/2025

  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.

  On December 9, 2024, I purchased two pairs of shoes from Chinese Laundry through their website. My order (Order #CL00190526-1) was delivered on December 21, 2024. One pair of shoes is fine, but the other pairoriginally $80 but purchased on sale for $23.99was defective, as it included two right-foot shoes instead of a proper left and right pair. The shoes remain unworn and untouched since opening.I immediately attempted to resolve the issue through the companys provided email ******************************** sending 12 emails since December 21, 2024. Despite my repeated attempts, I have received no response. I also called their customer service number *************) multiple times, but no one has ever answered. Additionally, I contacted the company via Instagram (@chineselaundry), but they remain unresponsive there as well.Chinese Laundry does not provide a self-service return or exchange option on their website, leaving email as the only method to address issues, which they have failed to respond to.I do not want a refund; I simply want the proper shoes sent to me as originally ordereda left and right shoe pair for the defective pair I received. I expect Chinese Laundry to fulfill my order correctly. Their lack of response is unacceptable, and I seek resolution through the BBB.

  Business Response

  Date: 05/08/2025

  We apologize for the inconvenience this customer experienced and for the difficulty they had reaching our customer service team. Receiving two right shoes was clearly a mistake and we understand the frustration of not receiving timely support, especially have multiple attempts to reach out. We can confirm this issue was resolved in January by our team. We do recognize the delay in communication fell short of expectations and we are actively working to improve our response times to prevent similar issues in the future. 

• 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.

  The shoe company "Chinese Laundry" took money from my account then told me the shoes are not in stock, and they will not refund my money nor will they respond to numerous attempts by both me and my bank.

  Business Response

  Date: 05/08/2025

  We are sorry this customer had a frustrating experience. This order was placed on November 21st and was canceled due to the item being out of stock, a full refund was issued to the original payment method on December 9th. We consider this matter resolved and are always available should the customer need any additional support. 

• Initial Complaint

  Date:10/21/2024

  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.

  I purchased a pair of shoes from their website on 10/3/24 for $59.04. The shoes were supposed to arrive on 10/10/24 but I still have not received them. I have received the same response from their customer service that they cannot refund as it has already been shipped; however, the tracking number states that only the label has been created and it has been saying this since 10/4/24. It is clear that the shoes will not being coming to me. Tracking number is 1ZA6040TYW63425972

• Initial Complaint

  Date:09/12/2024

  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 ordered a pair of shoes from Chinese Laundry on 6/12 for *****. They arrived and did not fit. I promptly sent them back from the ********* with their return label. I returned the shoes by 6/18. I know it takes time to process returns but this is insane. *** informed me they only keep tracking numbers for 2 months. I tried and still try to contact this business by phone and email. The phone just rings and then makes a weird beeping noise. I even called the number your site has listed as business headquarters and the same weird beeping noise. My email was never responded to. Not sure what to do after this. I constantly receive emails and text from them to purchase new shoes though.

  Business Response

  Date: 05/08/2025

  We are very sorry this customer experienced a delay in receiving their refund. The order was placed on June 12th and returned using our provided return label. While the return was received, the refund was not completed until July 31st due to a processing issue that extended the timeline. We understand that this situation may have been disappointing and we sincerely apologize for the lack of communication during that period. The refund has since been issued and we consider this matter resolved. Should the customer need any further assistance, we welcome them to reach out. 

• Initial Complaint

  Date:08/29/2024

  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.

  On August 2, 2024 I placed an order with Chinese laundry for two pairs of shoes. Both pairs were the Surfs Up Sandals, one pair in beige and the second pair in pink. I received both pairs of shoes and tried them both on immediately. I was dissatisfied with the quality of the shoes, especially the soles, which I felt were slippery and unsafe. The next day I returned both pairs of shoes using the *** prepaid return label provided to me by the company. According to the tracking number, my shipment was received by Chinese laundry on August 15. Almost 2 weeks went by and I had not heard anything from Chinese laundry so I contacted them through their website and asked about the status of my refund. Two days later, I was informed that my refund had been issued. Three days after that, I received the refund, but it was only for one pair (beige) of shoes, not two. I recontacted Chinese laundry again through their website and asked about the status of the refund for the second (pink) pair. That was five days ago (Friday, August 23). I have not received any word back from them about my inquiry. I have attempted to call the company, but there are no working phone numbers for them.

  Business Response

  Date: 05/08/2025

  We apologize for the oversight in this customers return. Two pairs of shoes were returned but initially, only one was refunded. Once this issue was identified, the second refund was processed a few days later. We regret the delay and any inconvenience this may have caused. The matter has since been resolved, and both refunds have been completed. If the customer has any remaining questions, we are happy to assist further. 

• Initial Complaint

  Date:07/24/2024

  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.

  I purchased a pair of shoes and unfortunately they did not fit. I returned them per the instructions listed within the 30 days per their protocol, The shoes were received on June 21, 2024 at 1:06 PM per *** tracking number 1ZA6040T9042224358. I've allowed ***** business days and still have not received a refund. I called ************ which is supposed to be Chinese Laundry's customer service phone number but I've never received an answer. I've emailed their customer service at ***************************** but I've not gotten a response and only received an automated response stating they'll respond which I accidentally deleted.

  Business Response

  Date: 05/08/2025

  We regret that this customer experienced an extended delay in receiving their refund. The return was received in late June, but the refund was not processed until early August, which is well outside our standard timeline. We apologize that the customer's attempts to contact us went unanswered during that period. The refund has since been completed and we consider this matter resolved. We are taking steps to improve our response time and ensure smoother processing moving forward.

• Initial Complaint

  Date:07/24/2024

  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 ordered a pair of shoes from this brand June 7. The shoes broke almost immediately after I received them, so I contacted the brand by email and by the contact form on their website requesting a replacement or refund. No one has responded to me. I have emailed and submitted the form about a dozen times since, and still have not received a response or refund.

  Business Response

  Date: 05/08/2025

  We are sorry to hear about this customer's experience and the lack of response they received. The order placed on June 7th was refunded on August 5th. While we regret the delay and the communication issues along the way, the matter has since been resolved. If the customer has any remaining concerns we encourage them to reach out. 

• Initial Complaint

  Date:07/19/2024

  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.

  Purchased two pairs of shoes that didn't fit called numerous times for prepaid label. When finally received label by email I returned both pairs on May 16, 2024 with proof of tracking number from *** that they received return on May 24, 2024 at 9:56 am at front desk. Still waiting for refund to original form of payment as of July 19, 2024. The only way to contact them is thru their site by email, tried emailing two times with no response to resolve problem. The contact number that was on order form when shoes arrived no longer works. There is no other way to contact this company.

  Business Response

  Date: 05/09/2025

  We are very sorry this customer experienced a delay in receiving their refund. Both pairs of shoes were returned with tracking, and the package was received at our warehouse. Due to a processing delay, the full refund was not issued until July 31st. We understand how disappointing it can be when communication is limited, and we regret that the customer was unable to reach us during that time. The refund has since been completed, and we consider this matter resolved. Should the customer need any further assistance, we welcome them to reach out.