Complaints

This profile includes complaints for The Reformation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Reformation

  2263 E Vernon Ave Vernon, CA 90058-1631

• 

  The Reformation

  2263 E Vernon Ave Vernon, CA 90058-1631

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:02/07/2024

  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.

  The site requires the user to create a profile and put a credit card on file in order to initiate a return. This is an overreach into customers' privacy since this shouldn't be logistically required; other sellers don't require this information. An order number should be enough. Instead the site is forcing people to provide a credit card number linked to a profile in order to return defective products that do not look anything like the images on the site. Customers are left holding very expensive items that were misrepresented and have to provide financial information in order to get their returns processed.

  Business Response

  Date: 02/07/2024

  Hi there,

  We apologize for any disappointment with the fit of these items. Our silhouettes vary from slim-fitting to oversized so each style will have different measurements. Wed be happy to send through some specific measurements for any styles before purchase - just let us know the sizes you are deciding between.

  We do not charge for exchanges and instead require a card on file. In the event that the original item or the exchange item is not returned within the 30-day return window, we will charge the card on file. We hope this helps clarify. I see you were able to create an exchange for the Fauna Dress. We will ship out your new item as soon as possible so be on the lookout for shipping confirmation.

  You can read more about our exchange policy here - **************************************************************************************

  Again, thank you for your feedback. If have any other questions, please let us know. 

• Initial Complaint

  Date:12/23/2023

  Type:Sales and Advertising 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 ordered two dresses from this company on 9/11/2023, when making my order I used the size chart to compare to my measurements. Upon the arrival of the dresses I found that the garments were much larger than listed on the size chart. I contacted the company to facilitate an exchange to a smaller size that was in stock and priced the same as my ordered size. The company responded that the dresses were final sale and they would not make an exchange. This is very disapointing because the size chart was not accurate. I would not have made this purchase had I known the size chart was an "estimate"

  Business Response

  Date: 12/26/2023

  Hi ********,
  Thanks so much for your patience while we looked into this with our team! Technically, these items were purchased as final sale and we don't normally offer refunds or exchanges for items marked as final sale, but we would like to offer a one-time exception for a refund in the form of an e-gift card.

  
  You can download and print the return label by clicking the link below:
  *************************************************************************************

  
  Make sure to grab a receipt when you drop off your return at the mail carrier on the label. Once we receive your return, please allow 3-4 business days for your return to be processed. A return shipping fee may apply. Please note that it will be subject to our return policy which you can see here: *************************************************************************************

  
  Please note, we won't be able to make future return exceptions for final sale items, but our Customer Love team is always here to assist with answering any questions you may have about products, from sizing to fit! Because our silhouettes vary from fitted to oversized, products will have different measurements, so we're always here to provide exact measurements to help you find the right size. 

  
  Please let me know if you have any other questions!

  Customer Answer

  Date: 01/11/2024

   
  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:12/19/2023

  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.

  Order number S09778910. Ordered two items with Reformation a top and jeans I received the top never received the jeans they are not helping me and refuse to refund me contacted my bank and said its against their regulations for a dispute.

  Business Response

  Date: 12/19/2023

  Hi there,

  
  After looking into this further, it appears that we have previously made exceptions to refund a lost packages/items to this address. Per our lost package policy, we cannot be held responsible for packages marked as delivered to the address entered at check out and therefore are unable to provide a refund at this time. Our team has confirmed we have refunded multiple missing items for previous orders under the information that was entered at checkout.

  Other orders reported to have missing items:

  S01183679

  S00784014

  S02150838

  You can read more about this policy here - ***************************************************************************************

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 20906737
  
  I am rejecting this response because:

  This order is my only order I have ever made with Reformation which can be backed up via credit card statement which I will give authorization to Trusit and Discover to share with the Better Business Bureau for the sole purpose of no other transcations have been made with Reformation. The statement multiple packages have been delivered to my address is false because I live in a brand new community which is still being constructed so that is nearly impossible unless there has been packages delivered to an empty plot of land prior which was not done by me and also very unlikely. If there is a way to see every single package delivered by ********** and ***** that will show I have only ordered once from Reformation and other information provided is inaccuarte. I am not accusing my package being stolen as I have recieved the remaining of my order I am missing ONLY one item from my order which is the problem I am having.  With the information I provided I have full confidence in accuracy and at this time I am still requesting a refund only for the pair of jeans ($198 excluding tax and shipping). The only item I didnt recieve in this order is the jeans. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/12/2024

  Hi ******, 

  Thanks very much for following up. 

  It looks like there were previous orders that have been reported as lost/missing. 

  Order S00784014, placed on 5/25/22 under the email *****************************************, card ending in ****, shipped to: ************************************************************** was reported as missing and refunded 6/4/22.

  Order S02150838, placed on 10/11/22 under the email ***************************, card ending in ****, shipped to: ************************************************************** was reported as missing and refunded 10/28/22. 

  Order S01183679, placed on 7/20/22 under the email ************************, card ending in ****, shipped to ***************************************************************** was reported as missing and refunded 10/10/22

  Order W2530782151, placed on 4/30/2020 under the email ***************************************** was also reported as missing and refunded 6/3/2020.

  All of the above mentioned orders are also associated with the same phone number, **************. All of these orders were reported to have missing items from the same phone number as well. 

  Unfortunately, we have refunded multiple missing items for previous orders under the information that was entered at checkout. Because of this, we are not able to furnish any additional refunds. Your account has also been flagged and no future orders will be able to be placed.
  If we can answer any questions about this please let us know.

   

• Initial Complaint

  Date:12/05/2023

  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 purchased an item on 10/10/23 and I had till 11/9/23 to return the item, the item was dropped off on 11/3/23 to ***** before I was headed into surgery I get and email saying its past the 30 days and will only give gift card which is not the policy since I returned it on 11/3/23 via ***** which is 6 days before 11/9 I cannot control how ***** handles the package. I contacted customer service and they just quote the return policy I want a full refund back to my original payment method. Order number S09580236

  Business Response

  Date: 12/05/2023

  Hi there,

  It appears that this order was delivered on 10/10 with a return window ending on 11/9. According to your return tracking, your package was not dropped off at the return carrier until 11/12.

  See tracking: *****************************************************************************************
  Since this was outside of the return window, we made a one-time exception to refund you via an E-gift card. Wed be happy to resend it to you if you did not receive it. Please note, e-gift cards do not expire and can be used on future orders.
  As a reminder, you have 30 days from the date your order is delivered to send back your return. Your refund will be credited to the original form of payment used to make the purchase.

  You can read more about our return policy here: ******************************************************

  
  Please let us know if we can help with anything else. 

• Initial Complaint

  Date:11/17/2023

  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 pair of shoes on 10/23/2023 - which I wanted to return for another pair of boots from the site. I did that through another order - and reformation gave me the opportunity to do an 'Instant Exchange' which I've used before on their site. However, after I return the second order - Reformation did not refund me the original purchase, instead giving me the money in store credit. Their website clearly states that: 'If you select Instant RefCredit for an exchange, you still have 30 days after it's issued to request a refund back to the original method of payment'. I emailed **************** but they were extremely unhelpful and dismissive. I have been shopping at Reformation for years and I'm honestly shocked at this practice. I would like my money back - refunded to the original card, NOT in some weird store gift card. This policy was not stated anywhere on the website, as I quoted above, their website clearly states that you can get the Instant Credit back to your original payment.

  Business Response

  Date: 11/20/2023

  Hi there, 

  Thanks for reaching out to the Ref team and sharing this feedback. We're so sorry for any confusion here. You can read more about our Instant ref credit policy here: *****************************************************************************************************

  Please note all orders purchased with Instant RefCredit are only eligible for return for store credit. If you select Instant RefCredit for an exchange, you still have 30 days after it's issued to request a refund back to the original method of payment. 

  Instant credit is eligible for a refund to the original form of payment if it has not been used. 

  Please let us know if you have any other questions. 

   

• Initial Complaint

  Date:10/27/2023

  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 Oct 11th 2023 I ordered 5 items. 3 were delivered as planned. One is a preorder and the other WAS supposed to ship as a shipping label was created on the 12th of Oct. A week goes by and no shipping progress made so contacted their support. On the 18th they say "Thanks for reaching out and letting us know whats going on! We are truly so sorry for the delay you've experienced in receiving the ******* Ballet Flat from your order. Ive reached out to the appropriate teams for more information and will be in touch as soon as possible!" On the 20th I responded "Will I have an answer today that it has shipped this time and not just a label created?" They responded "Thanks for following up. It looks like this package is shipping from our Bond St store since it is currently out of stock at our warehouse. The store has informed us that this package should be picked up by ***** today and you should start seeing your tracking update." I responded "I hope so. Because the tracking info I originally have was from the Bond St store over a week ago. I hope they follow though this time. Still No shipping updated. They said as soon as they have a update they will let me know. Then I get an email asking how my experience was so I said "******* Ballet Flat IN SILVER" that was ordered on OCT 11 COMING FROM THE **** STREET STORE! Shipping label created by them ON OCT 12 and has not shipped!" Their response "Thanks for letting us know whats going on! Ive reached out to the appropriate teams for more information and will be in touch as soon as possible." Then I get another email saying "Our Bond St. store team informed us that the package is not lost but rather they are having a difficult time getting their store orders picked up by the carrier. They hope to have this resolved in the next day or two."All I want is my shoes I ordered weeks ago to ship out. Fed ex picks up when a store calls! Now I want expedited shipping. As I needed these for my vacation in one week.

  Business Response

  Date: 10/30/2023

  Hi there, 

  Thank you so much for taking the time to share this feedback, we can't apologize enough for the delay with your order. We see that this order is currently en route to you. 

  Tracking link - *****************************************************************************************

  That said, we do apologize for the delay experienced with this order. We've also made sure to pass this feedback along to the appropriate teams. 

  Please let us know if there's anything else we can assist with. 

• Initial Complaint

  Date:10/11/2023

  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.

  Reformation lied to me saying this GE4638484905US order was refunded when it wasnt. After finding this order was shipped I even sent them a screenshot and asked them to contact dhl and stop the package but they didnt do anything to stop the package and issue the refund Id like my order to be cancelled and rerouted back to sender

  Business Response

  Date: 10/11/2023

  Hi there, 

  So sorry for any confusion. We've reached out to our Global Team to attempt to have this package RTS. We haven't heard back from them just yet but when we do, we'll follow up here.

  We are unable to promise or guarantee that they will be able to honor this request. If they are able to, we then can begin to start the refund process.
  However, you may attempt to make changes to this package, delivery date or any other instructions, by clicking on the following link: *************************

  One of our agents will follow up shortly, but please let us know if there's anything else we can assist with! 

• Initial Complaint

  Date:09/29/2023

  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 few items during the sale for an upcoming wedding. I was traveling in ******** at the time, and I saw that the total price had switched over to $641 CAD during checkout (the equivalent of $472 USD, the total I had seen while I was browsing in the **). The final amount made sense to me, on top of the fact that that US taxes reduced to $0 and I was seeing free international shipping through Global-E. I double checked the amount in CAD, and even confirmed the amount with the people I was staying with at the time.However, the purchase doesn't reflect as CAD on my credit card statement. The items were all final sale, and I am happy with them, but the total is beyond what I was expecting to pay. My budget typically does NOT go to clothes outside of events.I suggested that if the prices can't be adjusted or a refund can't be issued, I really need to return the items despite the final sale tags. Nothing has been worn. Again, the company is offering no flexibility and this is unacceptable.I can literally see in my browser history that the currency was CAD in the checkout ***. And again, the order confirmation page which I clicked to "accept" at checkout shows $0 tax, and the shipping was also international. I'm not using a VPN or anything of the sort. Again, I live in *******, I had been scanning the site at ** price points all week, and I ordered when I was physically across the border in ****** for the weekend. It truly, noticeably did flip to CAD prices. The company will not provide any acknowledgement or proof of their claims it did not.My credit card company is looking into it since they'll be able to see my IP address and also the *** I was using.I am crying out that my total purchase amounted to the incorrect total, as I firmly set my budget to be less than $500 USD and I was well aware of the numbers on the page in front of me that I confirmed. At LEAST they should be making a commitment to clarify their checkout process in the future.

  Business Response

  Date: 10/02/2023

  Unfortunately, we are unable to make an exception to accept these items back for an exchange, return, or store credit. We are seeing that this order was placed on our ** sites to a US address so the currency will be in USD. Please let us know if we can assist with anything else and we apologize for any inconvenience this has caused.

  We understand that you disputed a charge from our website (thereformation.com). Since we havent heard back, we will proceed with submitting the proper documentation requested by your bank.

  
  If you have any questions regarding your dispute, we recommend reaching out to your bank directly.
  If there is anything else we can help with, please let us know.

• Initial Complaint

  Date:09/29/2023

  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.

  On 9/1/23 I placed the order S09111840 through Reformation website basing off my size choice on the website information re the size a curvy model was wearing. The website informed two very skinny models were wearing a size 0 and that the curvy model was in a size 2. I thought that I'm less curvy than the curvy model and, thus, I could trust that the size 2 would fit me and it would be a little bit loose, like the way I wanted it to be. When I got the dress, I was shocked that it was tiny and immediately realized that I was misled and that there's no way the curvy model was in a size 2. Size 2 wouldn't even go up one of her legs. I thought for sure they would let me return it or exchange it for store credit (even though it was final sale) since there was wrong/inaccurate information on their website. Thus, I was misled based on their error. I had very frustrating interactions with customer service reps. I was not allowed to return or exchange the product. So little for Reformation to make a customer happy, especially when they are wrong, but they refused to.

  Business Response

  Date: 09/29/2023

  Since it was marked Final Sale during checkout, this means it is not eligible to be returned for a refund, store credit, or exchange. Were so sorry if this policy let you down.

  
  For more info about our Final Sale policy, feel free to reference our FAQ page here - *************************************************************************

  We can confirm this model is wearing a size 2. Our final sale policy and a company wide policy so we are unable to accept this item back for return, exchange, or store credit. We have again shared your feedback with the appropriate teams.
  If you have any other questions, please let us know.

  Our size guides are meant to be general guides to lead you to the right size range, though we totally understand that some styles end up varying depending on the overall fit/ dimensions of the garment. For any future shopping experiences on our site, we are happy to provide specific garment specifications for any style you see (waist/hip/bust/hem) upon request. 

   

   

  Customer Answer

  Date: 10/07/2023

   
  Complaint: 20600452

  I understand is final sale. Several of my friends and I have had stores open an exception for final sales items. This is such bad customer service on ******************** end. Even more so and particularly because this item has flat-out wrong information, displaying a plus size model and saying she had a size 2. Completely unrealistic. For way less, most if not all stores would have let one exchange an item. 

  Sincerely,
  
  F.

  Business Response

  Date: 10/10/2023

  We're so sorry that we let you down regarding our Final Sale policy, and understand your frustration. Sadly, our Final Sale items are not eligible for a refund, store credit, or exchange. Because this is a company policy, we don't have the ability to escalate this request further or make an exception to this policy due to sizing, fit, or fabric issues. We can confirm this model is wearing a size 2. Our final sale policy and a company wide policy so we are unable to accept this item back for return, exchange, or store credit. We have again shared your feedback with the appropriate teams.
  

  This policy can be viewed here - **************************************************************************************************************

  We've passed along your feedback to the correct teams moving forward.

• Initial Complaint

  Date:09/14/2023

  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 shirt and immediately knew it was not for me. I returned it the next day. It was returned in its original condition with tags. Reformation is claiming I stained the shirt/wore it and will not refund me. DO NOT shop here!! This is NOT true. After all my years shopping and returning, this is an absolute first. Their customer service is horrible. No phone support, only text and email. Very slow. They will do what they can to steal your money.

  Business Response

  Date: 09/15/2023

  Hi there! We're so sorry we let you down regarding our damaged item policy. For returns, we are able to accept back new items with tags attached within the return window. Sadly, if an item has been damaged after it was delivered, we aren't able to assist in issuing a refund or replacement. We're really so sorry about that. If we can help with anything further, please contact us directly.