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Business Profile

Online Retailer

Parker Thatch

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:09/10/2024

    Type:Product 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 am writing to resolve an issue with Parker Thatch. I have repeatedly requested help from the business and they continue to refuse a resolution. The business has proven time and time again to have zero concern for consumer issues. I left a review on **** as well as ******, and they mirror other customers' experiences with the return process - that the business is beyond unreasonable, and has zero concern for its customer. In every scenario in which a customer has left a review on **********************'s website, ****, or ******, the business defends its position, instead of hearing any concerns or working towards a solution. This company has zero regard for the consumer. This retailer sells very high priced handbags and the customer experience does NOT equate. I purchased a crossbody bag and beaded strap and couldn't wait for its arrival. I received the bag and loved it. I put it on and clipped the tag. I finished getting ready to go out to dinner. (Important note: I have a history of a bad cervical spine strain and subsequent spine pain following). Within 10 minutes, I said, "oh no, this is heavy and already hurts my neck". The bag wasn't usable for me. I took the bag off, rewrapped it, and left for dinner. I emailed customer service within 24 hours of receiving the bag letting them know of the issue, and they refuse my return because I clipped one threaded tag. I pushed back. I asked for my issue to be escalated. Not only was it not escalated, I continued to receive boilerplate responses with a 5-day delay. How is a consumer supposed to know if something like this would work for them without wearing it? Why on earth would I keep the tag on when I planned on wearing it out to dinner THAT night? The brand refuses to offer ANY solution (ie: a restocking fee). I keep being told this is "industry standard" which is absolutely false. The brand offers zero solution to consumers and does not care about their experiences, does not stand behind their product.

  • Initial Complaint

    Date:05/17/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Ordered a handbag! Did not like it and started a return! This business does not give you a prepaid return label! They do not have customer service for you to talk to! They evade all responsibility for returns! No ***************** Feel like they are taking advantage of their customers! Poor customer service!

    Business Response

    Date: 05/17/2024

    Thank you for reaching out with your concerns. We understand that managing returns can sometimes be challenging, and we strive to make our processes as clear and straightforward as possible.

    We want to assure you that our return policy, which does not include covering return shipping costs, was made available before your purchase. This policy is in place to inform and empower our customers to make decisions that are best for them. We believe in transparency and encourage all our customers to review such details to avoid any surprises.

    While we stand by our policy as part of our commitment to consistent and fair customer service, we deeply value your satisfaction and are here to help in any way we can, within the scope of our policies. Please let us know if you have any additional questions, comments or concerns and we will be here to support.

    Return Policy:
    ************************************************************************************************


    We want to assure you that you are indeed contacting us through the correct and most direct communication channel, which is our email at ******************************************. We are committed to providing prompt and attentive support through this email as quickly and effectively as possible.

    Sincerely,
    Parker Thatch Customer Service

  • Initial Complaint

    Date:04/11/2024

    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 purchased a bag in early March and it was delivered around March 18th. However, ***** left this outside Monday at 11:30 am and it was stolen- I have photo evidence of it being left outside. Checked with neighbors and filed a missing package with 36 hours. ***** asked to give them a few days, I did and told Parker thatch of the issue. They said I should file a claim and that they couldnt do anything so I did. On the email from ***** it says to get in writing on letterhead from the shipper they wont file so I forwarded that email to the shipper, Parker Thatch(PT). They THEN filed a claim as well and told me they would handle it. My claim was subsequently denied and ***** said they settled with PT. I chased PT for their outcome, they put together and annoying email saying they werent liable and hadnt heard anything. After a few days of nothing I called ***** who informed me that PT filed the claim incorrectly. I told PT about this, asked them to refile. I have not heard back. The number at the company does not allow you to speak to anyone so I can only send emails. To say Im frustrated with the poor customer service from them is an understatement. This is an expensive bag (for me) and I have been waiting a long time before making a purchase. I could really use some help here. ***** made it seem like if they refile with the correct claim choice it would be resolved. I gave them that reason in an email.

  • Initial Complaint

    Date:11/28/2023

    Type:Product Issues
    Status:
    Answered
    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 made two purchases with this company and then upon receipt, promptly used their return portal to return the items. This was completely within their policy window. I reached out several times to find out about my refund, and never heard back. Today the two boxes were returned to me with NO explanation. When I went into the return portal again, it now says it is past the return window.THIS IS UNACCEPTABLE. I have emailed to no avail. and the is NO telephone support what so ever. I want my money back.

    Business Response

    Date: 12/08/2023

    Customer incorrectly submitted their return as an exchange instead of a return. Once customer service received an email from the customer indicating the mistake, customer service sent her a shipping label to send the unwanted bags back to us. Customer returned the bags and refunds for the bags were issued on both orders. Please see attached screenshots showing the incorrectly submitted return as an exchange, the correspondence with customer service, and the refunds issued to the customer on the bags after they were returned to us. 

Parker Thatch is NOT a BBB Accredited Business.

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