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:05/05/2025

  Type:Customer Service 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.

  There was a bundle discount which Bonobos stated they would apply, but the discount was not applied. I have open several cases with Bonobos directly which they have not responded to. Also, customer service has been totally unreachable both via phone and online chat.The receipt even shows there was a discount, but it was not applied to the total.

  Business Response

  Date: 05/29/2025

  The customer reached out via chat twice on 5/6 and was subsequently refunded on that date.

  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 and the matter has been resolved.
  

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

  
  

• Initial Complaint

  Date:04/09/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 writing to formally file a complaint regarding an unacceptable and deeply upsetting experience I had at your ***************** on 04/05/2025 During my visit, I attempted to return items I had recently purchased. To my shock, I was falsely accused of wrongdoing by the store manager. She referenced an incident that allegedly occurred nearly nine years ago, which I was never made aware of nor informed would prevent me from shopping at Bonobos.Not only was I denied service without any valid reason or evidence presented, but I also requested to see proof of the claims, and the manager refused to provide it. Her attitude was dismissive, confrontational, and discriminatory. I left the store feeling humiliated and unfairly targeted, and it has left me questioning whether this treatment was influenced by bias or personal ************** no point in the last nine years have I been contacted or informed that I was barred from shopping at Bonobos, nor have I received any documentation or communication regarding such a restriction. The way this situation was handled was both unprofessional and inappropriate.I am requesting the following:A full investigation into the conduct of the manager involved A formal apology for the false accusation and the way I was treated Clarification and written documentation regarding any alleged prior incidents Assurance that discriminatory or biased treatment is not tolerated at Bonobos I expect to be treated with respect and fairness, and I hope Bonobos takes this matter seriously.

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 October 16, 2024, I purchased three Jetsetter Super 120s Italian Wool Blazers from Bonobos (Order #*********, Shipment *************) for $683.61 (after discounts and tax). The items included:Blazer 1: Navy, Size 42R, Standard Fit Blazer 2: Navy, Size 42S, Standard Fit Blazer 3: Navy, Size 42S, Athletic Fit As none fit, I later purchased a 44R Slim blazer (Order #*********, Shipment *************) on October 21, 2024, for $227.87. I returned the original 3 blazers using the included packing slip. Bonobos confirmed receipt, and the items are marked as returned on my account. However, they refused to issue a refund, citing that the items were "Final Sale."While I understand Bonobos Final Sale policy, I dispute their handling of these returns. I have previously returned Final Sale items and received refunds when the order included both Final Sale and non-Final Sale items. Bonobos seems to have processed this order differently since all items were marked Final ******* discussions with customer support, I requested either a refund (including store credit) or the return of my items. Bonobos claimed returned Final Sale items are destroyed and considered forfeited property, making a return impossible. However, this destruction policy is neither publicly stated nor provided upon request, and it contradicts my prior experiences with Final Sale returns.I am seeking a resolution in the form of a refund or the return of my items, as no written policy clarifies the treatment of Final Sale returns. Supporting correspondence with Bonobos customer service is available for review.

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 returned the items from my order and asked for a full refund to my original payment which was my credit card. They instead gave me store credit. I have emailed them multiple times about the issue but they've yet to respond. Their customer service line doesn't work and they claim to have a live chat option but I never see the option available on their website. All I want is for that store credit to instead be sent back to my credit card as a refund

• Initial Complaint

  Date:10/21/2024

  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.

  Impossible to get a response from customer servce.Emails take weeks to get a response Phone calls are answered with a message that say all agents are busy, please go the website for chat Chat does not appear on the website Impossible to contact this retailer to resolve issue.Background:Ordered an XL shirt which was too large. Exchanged for a L. Fit perfectly.Washed the shirt after wearing ti and it shrank considerably. Didn't wear it again for several months, so was out of the window of returns. Didn't realize it had shrunk.When I emailed about it, waited weeks for a response - the response misunderstood my question and did not resolve. I emailed a second time, and weeks later received an equally unhelpful response. I emailed a third time and received no response. The phone number on the email doesn't take calls and the chat never appears on the site.

  Customer Answer

  Date: 10/25/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 4 pants from Bonobos. However, I didnt receive a confirmation email upon ordering - perhaps I didnt type in my email correctly, it happens.Trying to complete a return has been an utter nightmare as the automated return process will not accept my email. They have a phone number on their website that is never available that refers you to the live chat option. I have sat on their website at least a dozen different times and the live chat option is never an option either. I have also tried emailing the customer support team 3 separate times - never once have I received a reply. This has been going on for 2 weeks.

• Initial Complaint

  Date:09/23/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 is #********* 7/18/24: I went to bonobos store and ordered clothes, purchased pocket square at store (out of box item)7/19/24: I reached out to initiate a return 7/22/24: Bonobos ***lied and provided return label 7/23/24: order delivered 7/26/24: I asked Bonobos *** if label will work for pocket square 7/29/24: Bonobos *** said, the Premium Pocket Square exists under the same order number and can also be returned using the p***aid return label provided.8/5/24: received return confirmation via email for suit but never received return confirmation or refund for pocket square 9/16/24: reached out to request refund for pocket square as well as label for white shirt (still Followed up on 9/17, 9/18, 9/19, and 9/20. No response.

  Customer Answer

  Date: 10/22/2024

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

  [Your Answer Here]

   I received the refund for the item as well as the the return label but have not heard back from the business as to whether I'll receive a refund or credit for the shirt.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

• Initial Complaint

  Date:09/11/2024

  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.

  Complaint with respect to order number #********* Two items purchased have misprinted sizes. They were on final sale and were not indicated to have misprinted sizes. Purchased three blazers of the same size (38R). Repeat customer with three other blazers in my wardrobe (all 38R, slim). Two of the new blazers are clear misprints cant even get my arm in! One of the three fits perfectly.Would like Bonobos to accept the return due to misprint.Filed a case with Bonobos on September 3. Have not heard anything back. The website claims that the Webchat is available M-F during business hours. Have checked everyday to no avail.

  Customer Answer

  Date: 10/05/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Bonobos, Inc. has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 returned my order for a refund and never got my money back. They do not respond to email tickets. They have chat hours but the chat is never available. I call during hours as well and they never pick up. I want my money back.

• Initial Complaint

  Date:08/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 writing to formally file a complaint against Bonobos regarding an order I placed with the company. I ordered two productsa sweater and an Oxford dress shirt. While the sweater arrived as expected, the shirt I received was incorrect both in style and size.I have made multiple attempts over the past few weeks to resolve this issue directly with Bonobos, but my efforts have been met with significant challenges. I have sent emails and made phone calls, yet have received no meaningful response. The only communication I received was to inform me that my case had expired and that I would need to submit a new case, which I find unacceptable given the circumstances.I am seeking assistance in getting this matter resolved. I would appreciate your help in facilitating a proper response and resolution from Bonobos, as this situation has caused considerable frustration and inconvenience.Thank you for your attention to this matter.