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:06/09/2025

  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.

  Ordered clothes online went according to their size charts. Received items which I needed to exchange. I was told they dont do exchanges & to return the item. Proceeded to return item they charged a return fee which wasnt my fault (went by there sizing chart. Then they asked if all tags were in two were I fell off which I had. I NEVER WORE the jeans. Now they want to charge a 20% restocking ********** kit give me my money back on the Credit Card. No where on there site do I see any of these policies. Very dissatisfied

  

  Business Response

  Date: 06/09/2025

  We're truly sorry for any confusion or frustration this may have caused. Our return policy is clearly outlined and states that items must be returned in the same condition they were received, which includes having the original tags attached. It also notes that returns are issued as store credit only.
  In this case, we communicated respectfully with the customer, clearly reiterating our policy and providing documentation to ensure transparency. While we do reserve the right to deny returns that dont meet our criteria, we still offered a store credit with a restocking fee as a courtesy.
  We always strive to be fair while maintaining consistency in our policies.

• Initial Complaint

  Date:06/06/2025

  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 purchased two items from this establishment and their portal kept my previous address for delivery.
  
  I immediately noticed the error and emailed their team for correction (same hour of purchase).
  
  They emailed me saying my new address was not in their system but that email went to spam.
  
  They proceeded to mail the items to the wrong location and then told me it was my responsibility to file a claim with USPS and then another with them to correct their error.
  
  Their website offers no way to cancel the order or reach their team in any other form than email.
  
  This seems unethical and frankly ridiculous for a group who exclusively mails their items with tracking.
  
  Please help me see how this can be prevented for others in the future and if any of my money can be returned to me.

  

  Business Response

  Date: 06/09/2025

  We’re very sorry this situation didn’t get resolved as expected, and we understand the customer’s frustration. We always aim to provide excellent service and handle issues promptly and thoroughly.
  In this case, the order was placed with an incorrect shipping address. After the customer contacted us to alert us of the error, we immediately reached out via email to confirm the correct address so we could make the necessary adjustments. Unfortunately, we did not receive a response, and without confirmation, we were unable to intervene in time before the order was processed and shipped.
  While we regret that the matter wasn’t resolved, we also rely on timely communication from our customers to help us correct issues quickly. We truly wish we had been able to assist sooner and would have been happy to make the change had we received a reply.
  We appreciate the opportunity to clarify what occurred, and we’re happy to continue working with the customer directly to find a solution within our policy guidelines.

  Customer Answer

  Date: 06/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I did notify the business immediately of the incorrect address.  Their response went to spam and asked if I had typed that address in error because our new address did not show in their system (please see attachment).  Upon reaching out via email a 2nd time, I was able to look for that email and then responded.  

  I don't understand how sending the items to a known incorrect address is the right solution.  Now they'd like the merchandise returned to them.  I am not able to do that from another state. 

  Their single email attempt to correct is not sufficient.  I also, have no way to contact them other than through email.  They would like USPS to correct their error, when USPS did what their company told them to do.  

  They provided the tracking information; they selected their fulfillment partner.  They know where the merchandise was delivered.  I asked that the order be corrected or stopped.  I could easily have submitted a new order had I had the opportunity to cancel.  That is also not an option provided by their fast fulfillment process.  They had my phone number and could have attempted calling if time was the essence.  I can't control their single response went to spam.

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

• Initial Complaint

  Date:04/28/2025

  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.

  Two pieces of clothing were received from this company on 4/7/25. They were the wrong size and were returned per their return policy on 4/8/25. I contacted customer service and was told the return package was received on 4/14/25 and that a refund would be issued within 7 to 10 business days. I contacted them today for 4/25/25 and was told that the package was not received by their facility and a refund would not be issued.

  

  Business Response

  Date: 05/06/2025

  Hello ******! I am so sorry for the confusion! It appears that a part of the issue was that multiple emails were sent close together causing some confusion on our end. It looks like one of our leads was able to provide clarification and an accurate explanation of what occurred and how the issue was able to be resolved. Since that conversation it appears the chargeback was removed, which released the funds, and allowed us to refund you directly as originally requested. Again, I am so sorry for the confusion! If there is anything else we can do to help in the meantime please let us know! Thank you!

• Initial Complaint

  Date:04/02/2025

  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.

  DECEPTIVE BUSINESS PRACTICES.I ordered 2 pairs of jeans back in the fall of last year order # ******* One pair did not fit so I inquired about returning them. I was informed that all coupon codes prohibit refunds, only exchanges. It wasnt a final sale item or clearance. Simply because the company offered a coupon now I can no longer return for a refund. They also forced me to purchase the Shop risk free-Free return label and package protection for $2.98. It is apparently required for every purchase, as you cant unclick it and cant pay without it. The company refused to refund and forced the credit. Its not risk free shopping if I cant get my money back. No business anywhere issues store credit simply because a coupon is used. That is absurd and unethical. Since the company stuck me with a credit I decided to give them another try and ordered a pair of jeans using their sizing guide listed on their website. The jeans do not fit right and now Im upset yet again that the company will only give store credit for clothing that doesnt work for me. This order number was ******* purchased on 3/13 and delivered 3/21. I spent $73.18 and Id like to ship the pair of jeans back for a refund.

  

  Business Response

  Date: 04/02/2025

  Hello ******! I am so sorry for the continued confusion! The return protection is just an option on our website and can be removed by selecting the link at the bottom of your cart that says "Continue Without Returns + Protection". 
  We also make sure to advertise during our sales and on our Website that discount codes can be considered final sale or return for store credit only. We would never purposefully try to mislead our customers and we take every step possible to ensure that it is advertised and marked on the item during the sale. I see that we were able to go over that with you in the fall in regards to the original order.
  
  You also could absolutely receive a direct return for the $22.24 that you paid on the second order. However, since the $50.94 was paid using a gift card, the direct return for that would be back to that Gift Card. Again, I apologize for the continued confusion. Once we receive your return item we will be happy to process that back to both of those original sources. If there is anything else we can do please let us know! Thank you!

• Initial Complaint

  Date:04/02/2025

  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.

  3/3/25 I ordered three tops from Moco Boutique via their ******* app for a total of $109.06. I also paid for the guaranteed return service. The tops did not fit and so I requested and received a return label, packaged the tops and returned them via ****. As of today their ******* app does not show any history of my order. I contacted customer service multiple times yet never received an email from them after two weeks and still nothing today 4/1/25. I messaged the owner while she was was online and she referred me to customer service. I checked the **** tracking and as of March 26, 2025 the package has not been delivered to ****. I contacted customer service again via email and have not had a response via email or ******** of today MoCo Boutique customer service has failed to respond to my multiple emails requesting updates. The owner, while online, just referred me back to customer service stating that she doesn't have any control over what customer service does. Last week I requested a full refund of my $109.06. No response via email or phone. No tracking update on the package. I checked the tracking number and received this information:Moving Through Network In Transit to Next Facility, Arriving Late March 26, 2025 Arrived at **** Regional Destination Facility ********* OH DISTRIBUTION CENTER March 22, 2025, 5:26 pm At this point I want Moco Boutique to be a responsible business and refund the $109.06 in full. The return package was shipped in a timely manner and is somewhere in ****. I have no goods to show for this Transaction and no refund.

  

  Business Response

  Date: 04/02/2025

  Hello ****! I am so sorry for the confusion! It appears that we have responded to every email that we received. I'm not sure if those are landing in spam or if there might be a filter set on your inbox that is blocking our responses from coming through, but I attached a screenshot of our inbox to your email so that you can see that all of those have been received a timely response.
  
  As for your return, it looks like this was processed yesterday in the amount of $96.24 to your original payment method. The remaining $12.82 is from the Return Protection purchased and the original shipping costs to get your order to you. Again, I am so sorry for the confusion! If there is anything else we can do please let us know! Thank you!

  Customer Answer

  Date: 04/03/2025

   
  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.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:01/21/2025

  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 ordered clothes on November 29, 2024 upon which they were delivered on December 13, 2024. I contacted MOCO on January 12, 2025 (within 30 days to return the items) since they did not fit my daughter. When I contacted them, their Customer Service department told me that their Black Friday discount was a final sale and unable to be returned. I have several screenshots showing the sale but never publicized this “final sale.” In addition, nothing on my receipt states that these items were a final sale and would not be returned. They refuse to accept this return, which is unethical and egregiously violates the Customer Bill of Rights as stated by the website for the Attorney General in Ohio,
  “ Ohio consumers are entitled to a refund or exchange in line with federal laws unless the store conspicuously posts a Return and Refund Policy stating otherwise. The policy must be shown to the customer prior to a sale. Otherwise it will be deemed invalid as the customer did not have proper notice of its terms.” posted (Ohio Revised Code Section 1345.03(B)(7)).
  All I want is my money back. I never want to purchase anything from this business again. I will contact the Ohio Attorney General. This is a terrible way to do business. Their whole business is a way to trick women into buying clothes and never offering a refund. Someone should shut it down as soon as possible before other women lose their money!!!

  

  Business Response

  Date: 02/02/2025

  Hello ******* I am so sorry for the confusion! The pictures you have attached here were from an event scheduled in our Facebook Group that is designed to alert customers that sales are coming for a certain time period. However, specific codes and details are not contained there.
  We make sure to post the codes and their details on our App and Website during the sale. This information is located in the Banner and in a Graphic that we pin to the top of each site so customers can view all of the information. I have attached screenshots of what that looked like for code BLACKFRIDAY30.
  We also make sure to include our Final Sale details in our Return Policy, which is also posted to our App and Website at all times. Again, I am so sorry for the confusion in regards to our policies.
  If you have any other questions please don't hesitate to email our Customer Service Team at [email protected]. Thank you!

• Initial Complaint

  Date:12/17/2024

  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.

  On 11/16/2024 I purchased 2 pairs of jeans and they do not fit my correctly, as I am short. ON 12/9/2024, I completed a return request. I answered all the questions questions and read all the terms.
  
  On 12/16/2024, I received an email that they are refusing my refund as these jeans smell like smoke. I then received an email for shipping the pants back to me.
  
  I replied that I have a NON-smoking home and that this is impossible. I then received an email stating that they had several people smell them and they smell like smoke.
  
  So, while I don’t have them to prove anything, I have to go on the word of the business who is keeping my money and my jeans if I don’t pay shipping. This sounds like a scam.

  

  Business Response

  Date: 12/27/2024

  Hello ****! 
  I am so sorry for the frustration and confusion!
  Our team noted that the jeans had a smoke odor upon inspection, which is why they could not be processed for a return. We understand this is disappointing, but we are unable to accept returns that do not meet our return policy standards. These policies are posted on our Website under "Shipping & Returns" and outline that items returned smelling of smoke cannot be accepted. 
  The shipping invoice you received covers the cost to return the jeans to you, as they cannot be resold due to the noted condition. It appears you just paid your return shipping of $8.00 this morning, this will include both pairs of denim. We shipped them back to you and it appears they were delivered December 19th. Here is the tracking number for reference: ******************
  We’re truly sorry for any inconvenience this may have caused, and we appreciate your understanding. In regards to sizing, we have 15+ women try on the denim in efforts to provide the most accurate fit advice possible. With less than a 1% return rate, we think we do pretty good! However, every body is unique and different so sometimes we do miss the mark! I am so sorry that seems to be the case this time!
  
  
  

  Customer Answer

  Date: 12/30/2024

  
  
  Complaint: 22695789
  
  
  
  I am rejecting this response because:  This company is a fraud.    You want to keep the money.   WE DO NOT SMOKE IN OUR HOME.   But, all your employees smell smoke?   Maybe someone there smokes???   The least I want out of this is the shipping refunded I paid to get this SUBPAR jeans back.  They are on ebay.

  
  
  
  
  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 01/03/2025

  Hello ****!
  Again, I apologize for the confusion and frustration regarding our Return Policy. Our team handles many returns every day and they do not all come in smelling of smoke so it is not related to our staff or what they may do in their own homes.
  As a one time exception we have reversed the return shipping charge and refunded your $8.
  If there is anything else we can do please email [email protected]. Thank you!

  Customer Answer

  Date: 01/07/2025

  
  
  Complaint: 22695789
  
  
  
  I am rejecting this response because:

  I want all consumers to know what a fraud of a company you are. And after reading reviews, I’m very satisfied the others know what you were really like. Well, I like these jeans, I would never give you another penny you are scammers And karma will get you

  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/13/2024

  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.

  I ordered clothes on a Black Friday sale and receipt indicates nothing I purchased or that the Black Friday discount were final sale and unable to be returned. Further, I paid for a free return label which was later redacted without my knowledge or consent (I did receive the credit for the redaction). I contacted *** the boutique to request a free return label and was advised everything is final sale and not returnable for free /to original payment method. I tried to work with the boutique as this was their error not mine and they refuse to honor the return policy and only offer store credit with me paying the return shipping. This is unacceptable and misrepresentation as well as horrible customer service.

  

  Business Response

  Date: 12/17/2024

  Hello *****! I am so sorry for the continued confusion! It appears that our team was able to send you the advertisement for the code BLACKFRIDAY30 that stated final sale items and that, even though we advertised this way, that we were willing to make a one time exception for the return for store credit and provided a shipping label.
  Our policies are also always available on our Website under "Shipping & Returns" and do state that all discount codes are considered final sale. I am so sorry that that was missed prior to shopping with us. 
  Since I do see that our team was able to provide a return label and approved the exception, please let me know if there is anything else we can do for you at this time. Thank you

• Initial Complaint

  Date:12/06/2024

  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.

  I purchased 4 pairs of jeans They didn't fit so I returned them wanting a refund They wanted to give me store credit instead of a refund which I did not want. Finally they said they spoke about it and decided they would refund my money so I sent back the jeans in great condition same as they came to me then got an email saying they would not refund me bc they smelled like smoke. I don't smoke nor does anyone in my house. So that's impossible. They said my only choice was to repay shipping to get them back or they would be donated. Over 200$ in jeans may I add. And that was 80$ off. Not cheap jeans. Anyways I have proof of a email they sent to where they were sending back the jeans. That was around November 4th. I have not received the jeans. I emailed them showing them the proof and they have not replied. I am irate! I don't have money to just throw away. The only reason I bought them and paid that much was bc it's hard for me to find jeans that fit. And I thought these would but I was wrong. It's not right what they are doing. They lied just so they didn't have to refund my money. And I'm out 200$ with nothing to show for it. I don't want the jeans. I want my money. But since that was my only option at the time I took it. I wasn't allowing my jeans to be donated! Please help me! I do have proof of orders and such and emails back and forth I can send once I get them together.

  

  Business Response

  Date: 12/17/2024

  Hello *****! I am so sorry for the confusion! It looks like our team was in direct contact with you about the jeans and the state they arrived in. We were then able to clarify with you that the shipping charge had never been paid by you, which is why the jeans had not been returned since this is the customers responsibility. According to our email records the last time we spoke you let us know it would be a few days before you were able to pay the shipping and we have not received a payment confirmation or additional response from you since.
  
  Once you are able to get the $8 shipping charge paid we would be happy to get your jeans sent back! Thank you so much.

• Initial Complaint

  Date:11/25/2024

  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.

  I placed an order on 10/11/2024. As of today, 11/24/2024, I have not received the order. I have tried tracking the package. There has been no movement since 10/23/2024. I have contacted ****. I have contacted the company and was told I needed to wait a full 15 business days before filing a claim. I filed a claim with them on 11/11/2024. I have emailed several times and been told it will be handled ****. That was 2 weeks ago and I have had no response since then. I just want me money back!!!! I will never do business with them again!

  

  Business Response

  Date: 11/27/2024

  Hello ********! I am so sorry for the confusion! It appears that our Claims Portal experienced a glitch that we were unaware of, which is why we thought your claim was processed when it was not. 
  I manually went in and was able to process your refund directly to your original payment method since it appears that your order never made it to you and the items are no longer in stock to replace.
  Again, I am so sorry for the confusion! I have attached a screenshot of the refunds for your records. If there is anything else we can do to help please make sure to email our **************** Team at ******************** for the quickest assistance! I was unable to locate any communication there indicating that there was an issue with the claim in question, 
  Thank you!