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Business Profile

Fashion Designers

Marchesa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fashion Designers.

Complaints

Customer Complaints Summary

  • 177 total complaints in the last 3 years.
  • 79 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:01/24/2025

    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 placed order #***** from Marchesa on November 29, 2024 for $603.73. I processed a return online for two dresses on December 9, 2024, since they did not fit me. I sent the return via **** with the generated QR code from the Marchesa website, but I have yet to receive the refund of $548.10 that is owed to me, and it has been a month and a half since I shipped the items back. I am justifiably concerned about this delay and have tried calling their advertised customer service number, *************) which is apparently disconnected, as well as emailing their customer service and concierge email addresses, which is how their website instructs customers to contact the business. It's unacceptable that this type of vendor, especially given the prices of their products, has no way for customers to deal with issue with a live person via phone, AND, it's even more unacceptable that they don't get back to your emails, not to mention send an email notification about returns being processed and a refund being made. I would like to get my money back as soon as possible. Thank you!

    Customer Answer

    Date: 02/18/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

    ****** *******

  • Initial Complaint

    Date:01/21/2025

    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 purchases a dress from Marchesa and received it on December *******. The dress did not fit so I returned the dress on December ******* thru the ******** Maine post office. I have tried calling the number on the website did not work and I have sent several emails and have received not response. The website stated that you can return the dress for a full refund. I have received nothing.

  • Initial Complaint

    Date:01/16/2025

    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.
    On November 29th, I bought a dress from ********* ***, totaling $177.22 (order # *****). This item was shipped to me on 12/4/2024. The item did not fit me so I requested for a return on 12/10 which was approved. I received a shipping label and promptly sent it back to Marchesa on 12/13. I checked the status of my return on their website, and it reports that my item was returned. However, I have yet to receive my refund on my credit card. Despite the website promising refunds to be processed within 7-10 days after receipt of return, as well as multiple emails inquiring about the status of my refund, I have yet to hear any updates from their team. As such, I'm filing a complaint to get my refund back for this tiem.

    Customer Answer

    Date: 02/10/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

    ** ***

  • Initial Complaint

    Date:01/13/2025

    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.
    Company: Marchesa Order #***** Timeline from the day of receipt of Gown.I received the order on September 6, 2024. I processed the return on September 8, and Marchesa received my return in the *******, ** office on September 16. (A Copy of the tracking from the **** office is attached under the supporting Document.) I have sent many requests and followed up constantly with the following email addresses: *********************************** *********************************** and ************************************ without any response other than the automatic response they generate every time someone submits an email or complains.I have asked this company to please process my return to the original form of payment, but I have not received a response. I trust that you will help me secure my refund and that this company will stop doing this to clients like me. It's completely incorrect and illegal, and they are basically stealing from clients.

    Customer Answer

    Date: 02/10/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

    ****** **********

  • Initial Complaint

    Date:01/08/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Dress was purchased 12/7 Delivered on 12/12 Returned and delivered on 12/16. Proof available Money never returned. Sent 8 emails no response Filed a dispute with my CC Absolutely unacceptable. I am out ****** Dress was the climbing vines midi dress

    Customer Answer

    Date: 01/11/2025

    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 and the matter has been resolved.  The company refunded my money 

    Sincerely,

    ******* ********



     

  • Initial Complaint

    Date:12/19/2024

    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 ordered two dresses directly from Marchesa's website on October 31st, 2024. Neither dress fit properly so I initiated a return on November 14th, 2024 and mailed the items on November 22nd, 2024. I was well within the December 12th, 2024 deadline. I emailed *********************************** ********************************** and *************************************** on November 27th, December 5th, December 16th and December 18th. As of today, December 19th, I have yet to receive a response or a refund. I tried calling the customer service number ************ which is disconnected.

  • Initial Complaint

    Date:12/17/2024

    Type:Sales and Advertising 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 ordered a dress from the seller on 11/1/2024, which I paid $507.45 for (there was no shipping cost). I received the dress on 11/11/24, and had a 14-day window to return the dress from the date of delivery. The dress did not fit so I mailed it back on 11/16/24, using the seller's **** return label. The dress was unworn so it was still new with tags attached. The **** tracking shows the dress was received by the seller on 11/19/24. The seller's policy indicates refunds would take 7-10 business days to be processed and would be refunded back to the original method of payment, however, I have not received a refund to date. I emailed the seller on 12/10/24 to inquire about the status, and I received an automated response indicating I would receive a response within 24 hours but I did not receive a response. I sent another follow up email to the seller on 12/13/24 and have yet to receive a response. The seller has not responded to any of my emails and does not have a phone number on their website for me to call them. I am simply seeking a refund for the dress I did not wear. I have filed claims with both ****** and my bank, which are pending. This is the first time I've encountered a company that is completely unresponsive and I'm not sure what else to do to recoup my money. In looking at the online reviews for this company, I was shocked to learn that other customers had complained of a similar issue. Had I known, I would not have ordered from this company as I had thought it was a reputable company since it was founded by ******** *******.

    Customer Answer

    Date: 01/15/2025

    At this time, I have been contacted directly by Marchesa regarding complaint ID ********, however my complaint has NOT been resolved because:

    I received a response from Marchesa on 12/23/2024, advising me that they had flagged my refund for their accounting department so that it would be prioritized and that they would keep me posted once it went through. However, I did not receive any further correspondence from them. I sent a follow-up email on 12/31/2024 and on 1/8/2025, to which I did not receive a response. I also did not receive a refund from them. I ultimately filed a claim with ****** since I had paid for the item through them, and they reimbursed me the full amount since Marchesa did not respond to their inquiry either. Although ****** ruled in my favor on the claim, Marchesa should still be held responsible by the Better Business Bureau. I have been appalled by their lack of action and unresponsiveness to my inquiries and do not plan to ever purchase anything again from them.  Thank you. 


    Sincerely,

    ***** ****

    Customer Answer

    Date: 02/05/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

    ***** ****

  • Initial Complaint

    Date:12/16/2024

    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.
    Purchased order number ***** on September *******. I requested to return item and was provided a return label with tracking **** tracking **** **** **** **** **** 19. Item was delivered September 30, 2024. Have not received a refund. Emailed Marchesa multiple times with no response. Would like refund to original payment method.

    Customer Answer

    Date: 01/10/2025

    Better Business Bureau:

    At this time, I have not been contacted by Marchesa regarding complaint ID ********.

    Sincerely,

    ***** *******

  • Initial Complaint

    Date:12/16/2024

    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 ordered from this company on Nov. 14 2024. Received the items and wanted to return due to sizing and fit. Reached out to them on December 9th, heard nothing, December 10th, heard nothing, and now today December 13th and still waiting for a response. I am finding through others who have purchased through this company that they will ignore you and will not refund your money. We are experiencing that and want the money spent returned.

  • Initial Complaint

    Date:12/07/2024

    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 ordered a dress from Marchesa website on October 23rd. It did not fit and I promptly returned it. It arrived at their facility in Nov 15th. Since then they have not responded to multiple emails nor have they refunded my money. This is horrendously unacceptable. I need help. My order number w then is *****

Marchesa is NOT a BBB Accredited Business.

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