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Business Profile

Online Retailer

Itzy Ritzy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 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:10/11/2024

    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 bought a bag from Itzy Ritzy. In just 2 months of use after the baby was born, the strap on the bag started to rip.I contact Itzy Ritzy, and they told me to contact the retailer. The retailer keeps insisting I contact the business (makes sense to me).Itzy Ritzy refuses to work on my issue with their product and insists it is in their retailer's hands at this point. The customer service is short with you, and they are unwilling to provide help and stand by the quality of their product.

  • Initial Complaint

    Date:09/10/2024

    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.
    My zipper front bag broke off and Itzy Ritzy is claims they are unable to replace it because they only offer 30 day warranty and it was purchased in Jan 2022. I was excited when I purchased this diaper bag however if I knew they refuse to back their expensive products I would have spent my money elsewhere on a diaper bag.

  • Initial Complaint

    Date:04/16/2024

    Type:Delivery 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 diaper bag and 3 munch Mits from the company on 4/1/2024 I waited for shipping only to receive ONE MUNCH MIT! The shipping confirmation stated delivered on my complete order but I never received the complete order. I contacted the **** they verified the same shipping order was delivered and it was for a 3oz package they said there was no way all my items were in the very small 3oz container. I have reached out with the only form of contact for there customer service ( email contact form) I cant find a customer service number no where on line and no one has contacted me back from the numerous email request forms I intiated ! I got scammed $120.00 How dishonest to claim you shipped my order and never did !!! I wish I checked BBB first before making my purchase. The **** informed me alot of scammer companies do this, they get shipping label use same tracking number and only send a small product and rip people off! Wow how dishonest

  • Initial Complaint

    Date:02/09/2023

    Type:Service or Repair 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 purchased the ************ mini plus diaper bag on 1/22/2023. It arrived on 1/26/2023, and was used three times before a dye transfer stain appeared from a 5 year old shirt that has been laundered many many times before it came into contact with the bag on 1/31/2023. I had owned this one hundred dollar bag for less than a week when this happened. I noticed the stain on 2/6/2023 after the event with the shirt in question, not leaving the house or using the bag for an entire week. I reached out to the company to inquire on remedies for the situation and the company asked for further information. They stipulated that because the bag did not arrive stained they are not responsible for the damage. Though their website clearly states "Itzy Ritzy takes great care and consideration in developing and manufacturing gear that youll love, and we pride ourselves on excellent quality. We truly want to give you the best products and service possible!". I pointed this out to the customer service representative I was speaking with, and they indicated that they had done their part by telling me to wipe the stain away with water and a cloth. I have tried multiple products and methods of cleaning the bag to no avail, the stain will not lift. I reached out to the company again to implore they make this situation right by the customer either through replacing or refunding the bag, and they will not respond. They also cited their limited warranty in correspondence, though stains are listed under not covered for "normal wear and tear", which this would not be considered "normal wear and tear". For the prices of their products, the items should not be soiling with minimal use before a week of ownership has even passed.

    Business Response

    Date: 03/06/2023

    Thank you for contacting us! This email address is monitored during standard business hours, Monday through Friday from 9 AM CT to 5 PM CT. All requests are addressed in the order in which they are received. If you have any additional questions or comments, please reply directly to this email. We apologize for any delay and greatly appreciate your patience!

    Please note: Orders have a processing time of up to 7 business days, including **** Priority Mail selection, in addition to shipping time. Packages may be labeled with tracking but not show movement for a few days, which is normal, and no need to worry!

    If you have any general questions, they may be answered through our FAQ page here: itzyritzy.com/pages/faqs

    Thanks!
    The Itzy RItzy Team

  • Initial Complaint

    Date:01/27/2023

    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 used to love this product. I received it as a gift and I was truly in love with it. The bag is functional and both my husband and I use it, to go and run errands, or even to travel with our little one. Yet, after five months of use, it is coming apart. The handles are peeling off. I submitted a claim to their customer service and after a couple of emails, where their customer service team kept telling me that they needed proof of purchase, they closed my case without a positive resolution. As mentioned, this was a gift and it wasnt part of a gift registry. So I dont have a receipt, and the person who gifted it to us is my husbands boss, his wife actually. It isnt appropriate to ask for proof of purchase. Its a shame that this company which sells such expensive, and supposedly, high end products, is unwilling to help a customer. I even provided the ** or serial number (printed on a small tag inside the bag) and I also offered them to ship the bag, so that they can check the product and validate that my claim is related to warranty, due to defects. Its important to mention that with the photos I provided, the customer service staff had the audacity to just say Although we are not able to officially evaluate your diaper bag for our limited 1 year warranty, it does not look like it would qualify. After reviewing the photos you provided, it does not look like this would be covered by our 1 year Limited Warranty as it does not affect the functionality of the bag. Wear on Vegan Leather can occur from instances such as bumping against rough surfaces. Seriously, my back, where the handles stay most of the time is a rough surface? Customers be aware, these diaper bags dont last, you might want to look elsewhere.

  • Initial Complaint

    Date:10/10/2022

    Type:Delivery 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.
    The company offers misleading shipping services.The lead time is at least 12 days before carrier pick up, despite selecting 1-3 day shipping.They shouldnt offer expedited service when their lead times are that long.Theyre very misleading and unapologetic.This is my second purchase and I regret it so much. As parents we try to plan ahead, but this company does not follow through and has shady business practices. Im not looking forward to even attempting to return.I needed my purchase for a business trip and it looks like I will need to take the loss.I did not order during peak sales. This is early October.

Itzy Ritzy is NOT a BBB Accredited Business.

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