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Business Profile

Wholesale Womens Apparel

Azazie

Complaints

Customer Complaints Summary

  • 58 total complaints in the last 3 years.
  • 32 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:07/10/2025

    Type:Product 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.
    ORDER #ZZ2612026715 | 04/22/2025 06:25 PM Total of the entire order: $209.20**Total of items in dispute: $83**Azazie did not update their order status on their website and I was unable to properly track the item in dispute to timely reach out to customer service representative upon contacting customer service, the representative deflected blame on me (the customer) that I shouldve reached out sooner. They claimed it was marked delivered, and they showed me all of the information they had received on their end as attachments in an email, but I had received none of those updates prior to reaching our regarding this issue. I still have a screenshot of the order status not in delivered status. I have been offered a refund for the items in dispute and then the customer representative immediately rescinded the refund for the items in dispute. The items in dispute are: SATIN PLEATED HANDBAG $35; PERSONALIZED BIRTHSTONE LETTER KNOT BRACELET (x4) $40 total; PETAL AND PEARL STUD EARRINGS $8 for a grand total of $83 before taxes. ** messages from the email of the representative rescinding the refund offer: As an exception, we can process the refund of $83 back to your original payment method. we can't process the refund since we can't mo longer able to proceed with the investigation.

    Business Response

    Date: 07/11/2025

    Dear ********,
    Thank you again for sharing your concerns. We understand the frustration caused by tracking inconsistencies and mixed communication, and we truly regret any confusion on our part. While carrier records do confirm delivery, we recognize that the support you received didnt meet expectations.

    As a courtesy for that experience, **** approved a refund for the items in question, and $83 will be issued back to your original payment method.

    We appreciate your patience and hope this helps resolve the matter. If theres anything more we can assist you with, were here for you.
    Warm regards,
     Azazie Customer Support

    Customer Answer

    Date: 07/12/2025

     
    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:06/26/2025

    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 went through ****** to purchase a braidmaids dress on May 22 for a wedding thats in July. I received a cheap looking dress thats not even the same quality as the dress posted on the website. I also asked for custom fitting thats completely off, and you can see the sewing mishaps on the dress. Ive contacted Azazia for help and all Im getting is the run around with no solution to help. At this point I will miss my best friends wedding. The dress looks horrible and not like the photos. I could have chosen a different dress if I known the quality would be so poor.

    Business Response

    Date: 06/26/2025

    Hi Talor,
    Thank you for taking the time to share your feedback. We completely understand your frustration regarding the lost package with our shipping partner, ******, and sincerely apologize for the inconvenience this has caused.

    Weve sent a follow-up email with your new expedited ***** tracking information. Your replacement dress is on its way and scheduled to arrive in time for your July 19th wedding event.If theres anything else we can assist with in the meantime, please dont hesitate to reach out.

    Kind regards,
    Azazie Customer Support

  • Initial Complaint

    Date:06/06/2025

    Type:Product 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 purchased a custom sized bridesmaid dress from Azazie on 5/2/25 for $136.09. Estimated arrival was May *****. I started chatting with ****** via the website on 5/25 regarding the delivery. We had several messages ************* The website was saying it was shipped but no tracking #. She only responded during the night which made it more difficult. Apparently it was stuck in *********** had no idea if I would actually get it on time. I finally received my dress on 5/31. The wedding is 6/7. I needed it hemmed & the slit taken in. Per their website (************************************************************************************************) they reimburse up to a specified amount for custom sized if you need it altered. My dress qualified for $50 reimbursement. On 6/2 I messaged ****** regarding the ******************* responded with the process for requesting my reimbursement. I tried several times to submit the reimbursement via my ********** computer but every time I hit submit I would get an error message stating the file needed to be in a particular format. My receipt was a jpeg file & 3.6MB which met the requirement of jpeg 5MB or less. I used the same file to upload here without an issue. On 6/4 I messaged again stating my issue as well as screenshots of the receipt, the *********** size & the error issue (the same files I attached below). The only response I got back was the same procedure previously sent me. Obviously she didnt read my message or look at the attachments. I again responded back stating that I followed the instructions & the system is rejecting my receipt so therefore I cant submit the reimbursement. Ive tried to speak to someone but they dont answer the phone or return calls. Messaging seems to be the only way to communicate. The ************************ process has been stressful and frustrating. The other bridesmaids had issues too. Getting reimbursement should be straightforward & I shouldnt be having to waste my time but focusing on wedding.

    Business Response

    Date: 06/06/2025

    Hello *****, 

    From the ticket we're reading there is no dispute about the alterations. Please see the response from our agent. 

    Thank you, 
    Azazie Management

  • Initial Complaint

    Date:06/05/2025

    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 am filing this complaint regarding Azazie's unauthorized charge of $574.55 for dresses I repeatedly attempted to return but couldn't due to their system failures.I ordered 4 try-on dresses and paid the $40 fee. Four days after delivery, I became severely ill from cancer treatment and bone infusions. Despite my condition, I made numerous attempts to return the dresses through every available channel - phone, email, and online chat. I was never able to speak with a human representative, only automated bots or was placed on indefinite hold.When I contacted Happy Returns (their return partner), they confirmed I had 30 days to return the items. However, when I attempted to process returns at multiple drop-off locations, the ** codes repeatedly failed to scan and showed as "invalid." Despite these technical failures preventing returns, my account screenshots show Azazie marked items as "shipped" on 05/21/2025, indicating they unilaterally converted my try-on order to a purchase.Without notice or opportunity to resolve these issues, I was charged $574.55. This occurred despite my documented attempts to return within what I believed was the allowable timeframe, and despite their own system failures making compliance impossible.I have screenshots of my account showing contradictory information - while I was told to return via Happy Returns, my account shows items were "shipped" by Azazie themselves on 05/21/2025, suggesting they converted my try-on order to a purchase without my authorization.Azazie's own BBB responses acknowledge that Happy Returns provides incorrect 30-day messaging versus their actual 7-day policy, yet they continue using this confusing system while enforcing strict deadlines. They maintain non-functional return systems while providing zero human customer service access.I request a full refund of the $574.55 charge and a prepaid return label for the merchandise. Their systematic failures made compliance with their return policy impossible.

    Business Response

    Date: 06/05/2025

    Dear *******,
    Thank you for reaching out and sharing your concerns. We deeply regret any frustration and confusion caused during your return process, and we sincerely apologize for the challenges you faced.

    We understand how important it is to have a clear and seamless return experience, especially given your circumstances. While our try-on program follows a 7-day return policy, we recognize that conflicting information from Happy Returns may have contributed to misunderstanding the timeline. Additionally, technical difficulties with QR code scanning further complicated the process, which we truly regret.

    To ensure resolution, we have issued a prepaid *** return label for you, and we can confirm that the dresses were dropped off today. As soon as they are processed, your refund will be completed. Please rest assured that we are actively monitoring the return to ensure there are no further delays.

    We truly appreciate your patience and feedback, and we regret that your experience was not as smooth as it should have been. If theres anything else we can do to assist you, please dont hesitate to reach out.
    Best regards,
    Azazie Customer Support

  • Initial Complaint

    Date:06/03/2025

    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.
    This business *****. If I could leave a 0 star review, I would. I was invited to a wedding a bit last minute, so I used their site to order two dresses, as I wasnt sure which one I preferred. Per their website, you can order a CUSTOM SIZED dress, and receive it within 2-3 weeks. This includes being made in *****, shipping, customs, and being shipped again from there. Seemed like it was too good to be true, and it was. The promised delivery date for my two dresses was between 5/28-5/31. Not estimated delivery, it said that the dresses WOULD BE THERE at the LATEST by the 31st, which was the day of my event. Now, it wasnt ideal, but I was going to make it work if that happened. Neither one of the dresses (today is 6/1) have even shipped out yet. They sat in customs, were cleared to be released on 5/29 and havent moved since. Ive been in contact with various support people who spoke to me like I was 1) stupid and 2) like they didnt care that they promised a product they couldnt deliver. After going back and forth about it, they finally offered a solution of shipping a dress overnight to make up for the inconvenience. Well, surprise surprise, that dress still has yet to ship as of today as well. and when I messaged them about it, they chose not to respond. This business is TERRIBLE and they treat their customers like s*** They are truly in it for the money and offered no real solutions other than you shouldve ordered the dresses four months ago which 1) ?????? and 2) why would I do that when your guarantee is 2-3 weeks??They also refused to offer a refund for the products they failed to provide, on the timeline that THEY provided. At this point, I dont know if Im ever going to receive these dresses.

    Business Response

    Date: 06/05/2025

    Hello Amanda,

    We sincerely apologize for missing your special event and not being able to deliver your original order in time. We acknowledge that we could have done better by expediting your back-up try-on dress via overnight shipping, rather than two-day air, to your hotel. While your original order ZZ9586925882 had an estimated delivery window of 5/285/31, we understand that this was cutting it close given your event date on 5/31.

    Unfortunately, the package arrived today, 6/4, which was too late.

    As communicated in our message on 6/2, a full refund has been processed for both orders. We truly regret the inconvenience and appreciate your understanding.

    Kind regards,
    Azazie Management

    Customer Answer

    Date: 06/05/2025

     
    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:05/16/2025

    Type:Order 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 custom wedding dress with the following measurements. Hollow to floor: 55", Height: 65", Bust: 39", Waist: 31", Hips: 43"They ask how many extra inches - I did 1 inch because they said it should be the height of shoe I'm wearing. They sent me a dress that is too short. With my custom measurements the length of the dress should be at minimum 56". The length of the dress when laid FLAT is 55". However, that doesn't take into account my shoulder depth, which makes the dress even shorter once on. I would attach more pics but it won't let me based on the size. Either way the company has all the pics already.They refuse to allow me to return this dress and send me one with the correct measurements. I have sent them proof that the dress is too short and sent them proof that my submitted measurements were accurate. The dress is advertised with a pannier in place. The pannier makes the dress even shorter, comically ******** dress is un-wearable as advertised or even without the pannier. They offered 50% back. They didn't wait for me to agree but just sent it ($211.05). I'm asking for the remaining amount ($211.05). They did not send me what I ordered. My agreement to purchase should only be applicable and upheld if providing me with what I paid for. I was happy to uphold my end of the deal. If they won't, then I won't. Now I have to buy an entirely new dress for my wedding.I offered to return it so I could get what I ordered. I simply want them to correct their mistake. I am not trying to take advantage of them. They told me not to return it but they also won't fix their mistake. Now I'm out a dress, and out the remaining money for an unwearable dress. I have to scramble to figure out a new wedding dress BEFORE my actual wedding. I want them to send me a corrected dress and I will send this one back OR I want all my money back. I'm not paying for a defective dress.

    Business Response

    Date: 05/21/2025

    Hello ******,

    Thank you for taking the time to provide your measurements. We appreciate your effort in helping us verify the details of your custom order.

    After reviewing your case, we see that your original order has been refunded, and a new order has been placed to ensure the correct fit. We understand how important this dress is for your special day, and we sincerely hope the updated order meets your expectations.

    Our goal is always to provide a seamless experience, and we truly appreciate your patience as we worked through this situation. If you have any further questions or need assistance, please don't hesitate to reach outwe're happy to help!Best regards,

    Azazie Customer Support


  • Initial Complaint

    Date:05/13/2025

    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.
    Ordered multiple items and not all of them arrived. Contacted company and they gave me the run around. Managers never available and chat agents completely unhelpful. Terrible customer service.

    Business Response

    Date: 05/13/2025

    Hello *******,

    We completely understand your frustration and sincerely apologize for the delay in hearing back from a Manager.
    We want to make things right and appreciate your patience. Moving forward, heres what you can expect:

    Vintage Mauve Matte Satin Ring Bearer Tie  Scheduled to arrive no later than May 23rd.
    15% refund  This has been applied to your order as a gesture of goodwill.

    If theres anything else we can do to assist you, please dont hesitate to reach out.

    Warm regards,
    Azazie Customer Support

  • Initial Complaint

    Date:05/12/2025

    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.
    Hello, I ordered a custom bridesmaid dress on March 6, 2025. I paid $114.89 total after shipping. The item was delivered on March 25th, 2025. I hung the dress and tried the dress on at a later date. Once I put the dress on, I noticed a tear in the dress. I reached out to Azazie for a solution. I sent photos to ****** to review. The company offered $25 to have the dress fixed locally. This amount won't cover the cost for the alteration. They did also offer to re-make the dress. I asked if instead of remaking the dress if a different dress could be sent for my daughters flower girl dress so that I could decide if I want to have my dress altered which will cost nearly as much as just ordering a new dress. This material for this dress is terrible and I'm not sure that I want this same dress because of that. Any other company would allow me to return a damaged item and receive a refund. This company refuses to do that. Also, reading these BBB reviews, it sounds like they offer people all sorts of different refund amounts and there is no consistency. I would beware of them and be very careful when ordering from them.

    Business Response

    Date: 05/12/2025

    Dear ******,
    Thank you for reaching out regarding your custom bridesmaid dress. The dress was delivered on March 25, and you contacted us about the issue on May 4. Given the size of the tear seen in the photos, this would have been noticeable upon initial inspection.

    To assist you, we initially offered a $60 reimbursement for local alterations. Additionally, we provided the option for a full remake of the dress. When you requested a flower girl dress instead of the remake, we clarified that we are only able to remake the original custom dress.

    Although this damage was not present upon delivery, we have still extended the above options as well as a full refund as a one-time exception. We have not yet received a response regarding this offer. 

    Please let us know how youd like to proceed. 

    Best regards,
    Azazie Customer Support 

  • Initial Complaint

    Date:05/06/2025

    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 purchased a dress from Azazie less than 60 days ago (03/25/25), never worn. Tag is still intact. I need to exchange due to size & they have a ridiculously strict EXCHANGE policy of 30 days. I attempted to ask the Company in which received and automatic no from an AI Bot, followed by a no from a representative. I could understand if I was even at 60 days, but Im barely over the 30 days for the request. Im not looking to return the dress, Im not asking for my money back - what in the world is the difference? The Company is not losing any money with my request. I find a 30 day EXCHANGE guideline to be very extreme in comparison to many other companies that *** purchased from. In addition a final sale for try on dresses? Its a try on dress, youd think the flexibility on that would be even more relaxed. The fact that they have ZERO flexibility for an exchange is poor business practice REGARDLESS of their policy which, the page isnt even available for review on their app, it says its the page is no longer availableThey dont even try to understand the easily rectifiable situation.Again, I dont want my money back - I simply want to exchange an unworn, still tagged dress for another size.

    Business Response

    Date: 05/06/2025

    Hello ******, 

    Thank you for reaching out and sharing your experience. We understand how disappointing it can be when an item doesnt work out as expected, and we sincerely appreciate your feedback.

    Regarding our exchange policy, we do have a strict 30-day window for returns and exchanges, which is stated at checkout and on our website. Unfortunately, we are unable to make exceptions beyond this timeframe. We recognize that this policy may differ from other retailers, but it is in place to maintain consistency in our processes. In addition, try-on dresses are final sale once purchased, as agreed upon at checkout. We regret that this was not as flexible as you had hoped, and we truly appreciate your perspective on this matter.

    We strive to provide clear information about our policies, and we're sorry to hear that the exchange page was not accessible through the app. While we are unable to process an exchange at this time, we value your feedback and will share your concerns with our team as we continue to improve our shopping experience. Thank you for giving us the opportunity to assist, and we hope to welcome you back in the future.


    Best regards,
    Azazie Management

  • Initial Complaint

    Date:05/06/2025

    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.
    My date of transaction was 3/13/2025 I initially got two try on dresses when the measurements didnt add up to the sizes of the dresses I started a return process to be dropped off at my local mail carrier. (Which was a part of the list of drop off locations they provided) i was given a 30 day return window (4/19/25) to return the dresses to the location, i could not drop off the dresses during the 30 day return window and opted for an extended 7 days for the return (4/25/25) this happen to fall on the week of Easter. And the location was not available. When I get the time to process the return azazie pulls the full amount for the dresses on 5/1/25. I go back into the app to process the return and was given another 30 days to return the dresses which I was able to complete the drop off 5/2/25 the following day after the full amount was pulled from my account. I go back to the app to see that they verify they got my return submission and that the package was dropped off at the facility. I contact the message icon on the app and it says the refund takes 24 hours. Then I see that the dresses were non refundable after 7 days from delivery date. I was literally given 30 days for a return window. If they werent refundable what was the point of giving me the option to get a refund and return the product so I found this suspicious and contact the message icon and I said I was given a 30 day window to return my try on dress and it replied it may have been a mix-up with the standard return policy or a generic message from a return system, such as the Happy Returns QR code, which does not reflect our actual try-on dress policy. no where in the return policy does it state that when following their return process the dates given would be incorrect. This is a technical error and not my fault at all. I want my money returned. I was given ******************************************************************************** its a glitch. I followed what instructions I received.

    Business Response

    Date: 05/06/2025

    Hello ******,

    Thank you for reaching out and sharing your concerns. We understand how frustrating this situation has been, and we sincerely apologize for any confusion regarding the return process.

    To clarify, our Try-On dresses have a strict 7-day return window, as stated at checkout and on our website. Unfortunately, the Happy Returns system may have generated a standard 30-day return window message, which does not accurately reflect our Try-On dress policy. We recognize how misleading this must have felt, and we appreciate you bringing this to our attention.

    Since your dresses were returned on 05/02, after the 7-day window, our system processed the full charge on 04/30. However, we want to assure you that your refund is already in process, and you should see it reflected soon.

    We regret any miscommunication regarding the refund timeline, and we appreciate your patience while we work to improve clarity in our return system. Your feedback is valuable, and we will be sharing your experience internally to help prevent similar issues in the future.

    If you have any further questions, please dont hesitate to reach outwere happy to assist.
    Best regards,
    Azazie Management

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