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:08/13/2024

  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 am writing to express my extreme dissatisfaction with the service I received from your company regarding a recent order I placed for my daughter's subscription service. I placed the order only to have it cancelled without any notification or reasons provided. Upon reaching out to a representative, I was informed that my account could not be approved and that I would not be able to use your service. Despite my inquiries, the representative refused to provide any explanation as to why my account was not approved.This level of service is completely unacceptable and unprecedented in my experience with your company. The lack of communication and transparency regarding the actions taken on my account is highly disappointing. I demand a prompt resolution to this matter and a clear explanation as to why my account was not approved. Your company's lack of transparency and communication has caused undue frustration and inconvenience. I expect a response and resolution to this issue as soon as possible,

  Business Response

  Date: 08/13/2024

  Our terms state that we reserve the right to take any and all action we deem necessary to ensure the security of the Services and your Account, including without limitation terminating your Account.

  **************************************************;

   

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I appreciate your response, but I am still unclear as to what specifically prompted the termination of my account. Additionally, I am disappointed that no actions have been taken to provide a resolution to this issue. I kindly request further clarification and a solution to this matter.

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

  Business Response

  Date: 08/21/2024

  We reserve the right to cancel or terminate an account at any time. We apologize but there is no further action for us to take regarding this account. 

• Initial Complaint

  Date:05/17/2024

  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.

  The company makes it impossible to cancel their monthly subscription. You can not cancel online, you have to call, and they have limited hours that are East Coast based. Even with these excessive limitations, I have tried several times and never been able to get through and talk to anyone. The service is very expensive and makes a significant impact to us to not be able to cancel. The restrictions to cancel are clearly predatory.

  Business Response

  Date: 05/20/2024

  Our FAQs confirm that a customer can email to cancel the account (************************************). 
  
  The customer emailed 1 time on 5/16/2024 at 541 PM to cancel their subscription for ******. The request was completed on 5/17 in reply to their email. They received confirmation from our customer service email ******************************** as well as to their kidpik account (under ****************************). 
  
  The customer called 1 time on 10/8/2019 to cancel 2 subscriptions for **** and ****, and they were canceled at the time. There are no calls on file for the recent subscription. 

  Record of their contact to us is attached. 

• Initial Complaint

  Date:02/20/2024

  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.

  Kidpik is a childs clothing subscription. They send a box of items to you every 6, 8 12 weeks etc. You pick the items you keep, and are only charged for kept items. There is a discount 8ncentive to keep the whole box.The issue- The exact items sent in the box ate sold for cheaper on their website! A sweatshirt sent in my box was $36, I found the exact same shirt on their website for $12.99. I have purchased items from boxes and sometimes entire boxes thinking I was getting a discount. The same items would have been much cheaper purchasing on the site.I have been purchasing for years.

  Business Response

  Date: 02/21/2024

  Hello, the customer always has the option to keep and pay for the items they want, or return all items in the box at no charge. There is a free **** return bag in the box. The customer has received 36 boxes over their time with kidpik, and canceled on 2/18/2024. They have also ordered on the kidpik shop which has always had separate pricing in the past. If we are contacted, as the customer has done ****************************************** concerns over their account, we would be happy to help. The boxes have a 30-40% discount when all items are kept, the shop has items on sale, and if we are contacted, we are happy to honor that pricing. No emails were received regarding their latest order or pricing.

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

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

• Initial Complaint

  Date:12/19/2023

  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.

  We've been subscribers for a long time but the quality and appearance of the clothing isn't good, so I just cancelled my subscription. I had a bit of credit left so I used it toward buying a pleather skater dress for my daughter. After the credit, my out-of-pocket expense was $14.38. My daughter loved it so much, she wore it before I even washed it. So, imagine our surprise when it promptly got runs all over it for no reason and the runs turned into holes on the top part of the dress. This is after simply wearing it for a few hours! I contacted KidPik on Dec. 7 and they responded the next day, asking for photos of the damage. I sent the photos that day and waited. And waited. And waited. In the next five days, I tried calling several times and always got hung up on. I sent countless emails with no response. I was originally going to try again with another of the same dress but now I just want my money back.

  Business Response

  Date: 12/21/2023

  Hello, we have an extremely high volume of incoming calls and emails and are doing our best to reply to each inquiry in the order received. This can result in a delayed response time especially around the holidays. The customer's request has been received and will be replied to ****************** within the next 24 hours.

  Additionally, once a customer calls in, we answer right away if possible. We would never hang up on someone, if they are disconnected, we call back right away. If a voicemail is left, we can call back, but in this case since the customer was being assisted via email, that is an option in which they can be replied to. 

  Customer Answer

  Date: 01/08/2024

  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:04/27/2023

  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.

  I I recently placed an order for my four children for their subscription clothing boxes as well as a regular order from their website. I was able to place the regular order just fine with no issues and it just arrived yesterday everything looking fine, but then upon checking my email and status for the remaining subscription boxes it appears as if everything has been canceled without any notification to myself no email no phone call no explanation just canceled. I have now sent three emails to them and one phone call with a voicemail as they did not pick up the phone in order to understand why this has occurred and to correct it so I can have the subscription boxes sent out. They have yet to respond to me via email or via phone to give me an explanation for this occurrence and to set things straight. From what I understand this is not the first time that this has happened after researching it online it seems there have been several cases I have customers orders being canceled without explanation due to kidpik at their sole discretion deciding that in order is not legitimate and canceling it without explanation or notice. I suppose I can understand that as they're a business trying to protect themselves however in my case in which my orders are legitimate and I have also placed a separate order not a subscription and had it delivered no problem I don't understand why they have decided to cancel my orders without correspondence. Needless to say I am not happy this is extremely terrible customer service and I work in the customer service industry and have for 20 years. This type of treatment is absolutely unacceptable, I want them to respond to my emails or call me back at the very least and to correct and reinstate my accounts for my kids immediately. If that is not something they're willing to do then I want to send back my order and entirely wash my hands of this company as they obviously have no interest in building a clientele with the way they treat people.

  Business Response

  Date: 04/27/2023

  After further review, our records show that the customer attempted to create 5 different accounts, with different names, email addresses, and 2 different shipping addresses. 
  
  We state in our terms (*********************************************) that We may refuse to ship to any address for any reason, including because it is outside the geographic area that we serve (currently only the 48 Contiguous *************), or it is to an address that we determine has a history of fraudulent purchases, or for any other reason at our sole discretion.
  
  We apologize, but we are unable to activate any of these accounts or ship any further orders. We have emailed a **** return label to ************************* for all items in Order #***** to be returned to us no later than 4/30/2023. If the email was not received they can use this link (******************************************************************************************************). All items must be unwashed, unworn, and in their original condition, or they will be returned to the customer. Once the return is received and processed at our warehouse, processing can take up to 3 weeks. The customer will receive an email confirmation of the refund at that time. 
  
  If there is anything further we can assist with, please let us know. 

• Initial Complaint

  Date:04/19/2023

  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 had a kidpik subscription for approximately 3 to 4 months. In each box, they were items that did not match the description that I have for my daughter in the least. Despite this fact, there were a couple items that we decided to keep. On the most recent box there were two items in particular that I had said, I did not want skirts and a pair of black bicycle shorts. Neither of these were needed in her wardrobe, nor do we like the style or quality. Upon checkout, I noticed that I was being charged more to return a couple of items they keep entire boxes. I wrote to **************** about this and their only response was to send me their terms and conditions. Typically if a customer is unsatisfied, customer service department will do some thing to turn that experience around. I know this full well as Ive been in a customer service role, my entire life. Rather than deal with another box of unwanted items that I need to pay more for returning, been keeping, I have decided to cancel my subscription. I have other subscriptions for myself with other companies that do not have this practice of charging more when you return items. I do not recommend the subscription service

  Business Response

  Date: 04/19/2023

  Hello, 

  We have attached a copy of the email interaction with the customer. Our FAQs confirm how the subscription works and it is also linked here: ************************************. The customer asked how the subscription worked, and if so, they wanted to cancel. We provided the details on how it works from the FAQs, not the terms, they replied to cancel, and we completed their request.

  Our checkout allows the customer to pay for what they keep and return what they don't want at no charge. The keep all discount only applies when the full box is kept. The customer had an active account to receive boxes starting on 10/25/2022 through the final delivery on 04/10/23 where they have kept, returned and exchanged items in each box. Our policy has remained the same in that time. We have also attached a copy of the customer's checkout for the final Order #******* which shows that they paid to keep 5 items, and return 2. There would be no refund due unless they are returning all of the items. 

  If we can be of further assistance let us know.

• Initial Complaint

  Date:12/21/2022

  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.

  I had a KidPik box delivered to a previous address in September 2022. This was an automated shipped subscription box. I contacted KidPik and let them know my address had changed, providing them with my new address. They extended the checkout and notified me that the box had been returned to the post office. The box was eventually forwarded to my new address. I recently ordered an On Demand Box for my daughter and never received my box. When I contacted KidPik they confirmed that the box was sent to the old address again. They never updated the address in September AND now this time, they would not extend my checkout to allow time for this to be sorted out to see if the box makes it to me. Instead when I notified them they sent it to the wrong the address again, they blamed me for not updating the address when I had given THEM this info in September. Also they refused to extend the checkout to see if the box makes it to me or gets returned. Then charged me for all of the items I never received despite my clear communication with them.

  Business Response

  Date: 12/21/2022

  Hello, 

  We have attached all email correspondence with *******************. On 9/14 we received an email that they were no longer at the ** ******* ** address on file. There was no new address listed in their email. We replied that the charges were paused so the package had time to be returned to sender, placed the account on hold, and advised the customer to update the address before resuming. On 11/22/2022 8:25:23 AM from their kidpik account, the customer requested an on demand box without updating their shipping address. Our terms (*******************************) state that kidpik will not be responsible for shipments indicated as delivered by our carriers, where Client denies receipt. Client is responsible to ensure shipping address provided is correct and accurate. kidpik will not be responsible for shipments where Client inadvertently provided the incorrect shipping address. All Products will be deemed accepted by you upon shipment, and title to and risk of loss passes to you when we provide the Products to a common carrier.
  

  The customer emailed on 12/9, 8 days after delivery on 12/1, stating the box went to their old address. We replied to ask if they could retrieve the box or contact someone to return on their behalf on 12/13, followed up on 12/15 and again on 12/16 with no response. Once we were emailed on 12/9/2022 we did pause the charges until 12/19/2022. Our records show that the customer opened all emails regarding this order from shipment on 11/25/22 to delivery on 12/01/22, reminder to checkout on 12/18/22, and automatic checkout on 12/20/22. The ***** Track #:  ********************or **** Track #:  ********************** shows no record of a return to sender. If the box is received by the customer and returned or returned to sender by the carrier, we would issue a full refund and send email confirmation at that time. 

  If we can be of further assistance let us know.

• Initial Complaint

  Date:12/08/2022

  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.

  Order #******* Placed an order at kidpik and when I received the items, quite a few of the pants did not fit, and I needed to exchange from a 14 to 16. I attempted to do an exchange online and the system would not allow me to initate an exchange. It stated I needed to return and then place a new order. I initiated the return and attempted to place a new order and they did not have any of the pants in stock in a size 16. I was told that I would be charged a $5 for returning the items for the shipping, which is unacceptable when this was supposed to be an exchange. Additionally, I can't even exchange what I need to. Then It said there was no $5 shipping fee if you are exchanging, but again I can't exchange. I have had the kidpik subscription for a few years and have never had to pay for shipping or to return. When I reached out to customer service they refused to address the matter, I also requested escalation to a manager and they also refused, no manager or supervisor reached out to me in response. At this time I have canceled my kidpik subscription because of the horrible customer service and tedious process. ********************** didn't even attempt to rectify the issue or make an exception and this is just unacceptable. Had I know this was how I would be treated or the process, I would not have placed an order. As a customer we don't know the different because shop.kidpik.com and regular kidpik, behind the scenes the company does but it is not presented in that manner.

  Business Response

  Date: 12/08/2022

  Hello, 

  We have attached all email correspondence with ********************** from 12/6-12/8. The customer was advised that the shop FAQ (************************************************) state that there is a $5 return fee or they can purchase a return label at their own expense. On the shop, orders are not eligible for exchange, but they can be returned, as long as they are not final sale, and a new order be placed for the sizes needed. If a new order is being placed, we would waive the $5 return fee. If a new order is not being placed, the $5 return fee would not be waived. We do offer two different FAQs which are differentiated by the page they are on. For subscriptions the FAQs are ************************************ and for the shop they are ************************************************. The customer did have a ******************** subscription starting on 4/11/2021 and cancelled per their request on 12/8/2022. Subscription boxes allow free returns which the customer utilized for their boxes. To confirm, the shop is separate and has a $5 return fee when we are contacted for a label, or they can return at their own expense. 

  If there is anything further that we can assist with, please let us know.

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The level of service received here as a loyal customer is just unacceptable. As a customer who uses ********************, I was unaware there were "two different types of kidpik". This needs to be recitified and my $5 refunded back.

   

   

   

   

   

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

  Business Response

  Date: 01/09/2023

  Hello,

   

  We do apologize, but we provide all return information in our shop FAQs that is available to all customers from the shop as well as subscription boxes. The packing slip attached shows that the customer acknowledges there is a $5 return fee for using our return label, or they could purchase their own return label. 

  The customer has been refunded for the items returned in Order #***** on 1/4/2023. 

  if you have any further questions let us know.

   

  Customer Answer

  Date: 01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from the company is unacceptable and unprofessional. As a company, there needs to be a clearer understanding for your customers and exceptions to the matter. This wasnt even addressed until months after the order and it took close to 5 weeks to even receive my money back. This company needs to do better and I still request my shipping fee refunded because this was just unacceptable!

   

   

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

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

• Initial Complaint

  Date:10/21/2022

  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 9/6/22, I set up a kidpik account. I saw a ad on ******** that said get 50% off first box. So, I figured I would give it a first time try. On 9/9/22 I received an email stating my daughter's Oriana and ********'s boxes were on the way. After receiving them I let my daughters try the items on. My daughter ******** is 4years old and tried on the shoes. I told her to walk around and make sure they don't hurt your feet. Looking closer at the shoes I noticed one shoe is different than the other and already coming apart. Since the discount was only for keeping the whole box, I sent everything back. I took pictures of the shoes and every item placed in the pre labeled returned both bags. 9/23/22 I received an email stating the packages were picked up at the same time. On 10/10/22 I received an email stating they received and processed only one package which was ******'s box. 10/20/22 I received an email saying they received **********, but I kept the shoes. They said the shoes showed signs of wear and sent shoes back to me. I haven't received the shoes and my picture shows the shoes a lot cleaner than the pictures they sent to me. They want me to pay for the shoes even though I haven't received them, and my picture shows good condition when they were sent back. I believe they were somehow dirtied during shipping, or they are retaliating for the review I had left weeks before they received the packages. In my review I stated that the shoes were not quality made and already coming apart. I also said ****** kept a dress and the next day it was losing threads and coming apart. The items were not well made, and I wouldn't be trying again. I made this review 9/23/22. Both packages were set, picked up together, but not received?

  Business Response

  Date: 10/21/2022

  Hello, 

  We received the Order #******* ************ Double Zip Sneaker - Black - 9 Toddler as a return. However, the item was sent back to us not in its original condition and appears used. Our FAQ (**********************) and terms (*******************************) state that Returned items must be unworn and sent back in their original condition. If items are received not in their original condition, the items are mailed back and the payment method on file would be charged for it. In addition, we provided return footage of the order being received at our warehouse not in its original condition (*********************************************************************). Unfortunately, we cannot accept the item back in this condition. 

   

  Email correspondence with the customer as well as photos of the shoes are attached for reference.

   

  If there is anything further that we can assist you with let us know.