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:09/18/2024

  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.

  Ministry of Supply is basically selling used, unhygenic clothing (health hazard!) for obnoxious price that too. For a company that has fancy looking ads online, they are quite the scam.I had an order show up basically smelling of bodily odors / fluids. I've now been chasing the company for 4 days to try and do a return, but haven't had a single response from them.Simply terrible, and if they can't resolve this issue in the next few days, I'll be filing a chargeback.

  Customer Answer

  Date: 09/28/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/17/2024

  Hi BBB and *******,
  
  On behalf of Ministry of Supply we are deeply concerned by the experience that ******* has had while shopping with us. We have had the rare case where items have arrived damaged or worn, but overall we maintain the highest of customer experiences, which is backed up by the thousands of reviews we've received from loyal customers over 12 years in business.
  
  That said, if ******* did indeed receive unhygienic or worn clothing then that is an experience we never intend to provide. In these cases we strive to rectify the situation as quickly as possible - unfortunately this experience was complicated by a delayed refund, which we acknowledge is frustrating. This situation was also complicated by an issue with our returns processor, which we acknowledge was also not an optimal experience for the customer.
  
  The customer reached out to our **************** team on September 14th and received a response from our team on the 15th (Ticket and conversation attached). In addition, the customer was able to complete a return for their order, which was completed on September 28th by the customer. Our policy states that refunds are provided only when all items on a return are received, and our system recorded that only 4 of 6 items on the return were physically received back, delaying the customer's full refund.
  
  On October 10th, after much back and forth, we did provide the customer with a full refund for their order. I understand the frustration of this experience and we have learned from it, but we do not have a history of shipping worn or unhygienic items and I would push back on that assertion. We do apologize to the customer, and we will work to make sure these types of issues do not arise again.

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business is lying. They chose not to respond to me, and have not refunded me.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 10/21/2024

  The customer's original purchase totaling $926.50 was refunded in two parts on October 10th and 14th. In both cases, a refund notification was sent to the customer's email address *************************** noting that the refund was completed, and the funds were distributed back to the customer's method of payment. Please see attached for a record of these transactions as well as the confirmation of refund notifications. I would ask the customer to recheck the statements on their original payment methods for confirmation these refunds came through.
  
  We do regret the experience the customer has had in this case - this is not the experience we set out to provide by any means - but we also feel we have done all that has been asked of us at this time, including a full refund being provided to the customer.
  

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have records that show that the company has chosen to not act or reply to emails when notified about unsanitary clothing, despite following up multiple times. They need to be held accountable for risking customer health, not to mention shady business practices of not refunding them correctly.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:07/11/2024

  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 recently placed an online order for two blazers, both of which were very expensive. Ministry of Supply has a 30 day return policy, and so I felt assured that if they didnt fit, I could return them. There was a promotion at the time of my order, and a 25% promo code was applied at checkout. When I received the shipment, neither of the blazers fit. The sizing was way off, and they were much too large. When I tried to return the blazers, this business refused to issue a refund to the original payment method, because I had used the promo code. I have never encountered any business that used use of a promo code to disqualify items for return. I believe this is intentionally deceitful and intended to scam customers, as the business publicizes their return policy clearly, but hides this abnormal and irregular policy in fine print, in a text color that is hard to see, and posts it only in sporadic locations. They do not notify you before you checkout that the promo code that has been applied disqualifies your items from their return policy.

  

  Business Response

  Date: 08/05/2024

  The customer placed their original order on July 6, 2024 as part of our annual July 4th sale. As part of this sale, we offer steep discounts to customers on our full portfolio of products and in exchange limit their ability to return for a refund (customers are by default offered to return for an exchange, or for store credit, only). We do allow exceptions when customers reach out if they are unsatisfied with their purchase.
  
  The customer filed their complaint with the ******************** on July 11th after discovering that their purchase was not eligible for a refund. On the same day, they also reached out to our customer service team to voice their displeasure with the terms and conditions of the July 4th sale, and to request their items be eligible for a refund. Our **************** team immediately provided an exception to this customer and they were able to complete their intended refund and/or exchange. I have included the conversation with the customer for reference.
  
  The customer completed their refund and exchange on July 13th, and we have not heard back from the customer since. At all times, we feel we've maintained transparency as to the terms and conditions of these seasonal discounts and we are always open to allowing for exceptions when customers reach out to us. 
  

  
  

  Customer Answer

  Date: 08/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/02/2023

  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 have been trying to stop the mail spam for over 2 years. I moved and they somehow still obtained my new address and continue to spam me. No support number, just an email where you will be repeatedly ignored. I want them to stop sending me junk catalogs

  

  Business Response

  Date: 04/03/2023

  Hi ****,

  Thank you for reaching out and so sorry to hear you're still receiving mail from us and you haven't received responses to your emails. I see that our team has responded to each of your emails, but we've never heard back. Have you received those? We have heard from some that our emails go to their junk mail box depending on their settings.
  
  I do see that you've been unsubscribed from our mailing list on your first initial email on September 2022 for your previous address. We've reached out to our mailing team to see what triggered your new address from populating. Do keep in mind that our system is only able to detect removeables based on address, so unfortunately it wouldn't pick up on the same name. If you're interested, you can sign up to have your address permanently removed from receiving unwanted mail by signing up for a national Do Not Mail list. Here is the direct link: ****************************************************. I believe there is a small fee, but we've heard it can be successful!

  Apologies again that you're continuing to receive mail from us - I know that that can be very frustrating! If you're comfortable sharing your new address, I can make sure that it is removed. If not, I understand.

  Please don't hesitate to reach out if there's anything else I can assist with.

  *******

• Initial Complaint

  Date:11/19/2022

  Type:Customer Service 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 have made repeated requests to be removed from their mailing list. Several times over the course of the last 4-5 years. Still they continue sending me catalogs.I am a customer. I like their product. I simply hate catalogs and other mailings.

  

  Business Response

  Date: 11/23/2022

  Hi ***,

  Thank you for sharing this information with us and sincerest apologies you have still received mailings from **. I do see your request from August 2022 - it is possible if the request is while a mailing is already in print, that it would still go out, but you should be removed from any future mailings after that point. I have re-reviewed this with our Marketing team to ensure you are thoroughly removed moving forward. My sincerest apologies for the inconvenience this has caused!