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:07/29/2024

  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 July 16, 2024. My order (#*********) was in the amount of $675. This order was delivered to an address that I did not provide. I live in **** and the package was delivered to an address in ********, two states away. I have contacted Shopbop about this order and they stated that since the order was successfully delivered, even though it arrived at the wrong address, it was my responsibility to retrieve the package. I contacted them several times about how I was expected to retrieve the package from an address not my own and they offered no suggestions or assistance. I did write a letter to the address's occupant asking nicely for them to return the package to the sender but I have no way of knowing if this action has or will be taken.

  Business Response

  Date: 07/31/2024

  After investigating the customer's concern, we determined that the customer selected an incorrect shipping address when placing their order on July 16, 2024. This address, which was entered by the customer when they created their account in 2018, was confirmed by the customer as the correct shipping address at checkout. The address details were also included in the order confirmation email on July 16, 2024,and the shipping confirmation email on July 17, 2024. Shopbop successfully delivered the shipment to the address provided by the customer.
  
  We have worked directly with both the customer and *** on this matter, issuing a pickup request with ***. If successful, the package will be returned to Shopbop, but we have issued a full refund of $675.76 to the customer's original form of payment.

• Initial Complaint

  Date:07/25/2024

  Type:Order 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.

  Shopbop account# ********** ******** account ********************** All done online through crypto exchanging. They had me send funds to the crypto account, change it into Render ERC-20 which is a type of crypto, then send the crypto to a new address for every deposit. Once you send the deposit they make a fake order and take the funds asking for more to fulfill the next order. They tell you you cannot get your money plus commission back unless you contribute more to finish the 38 tasks. Only when the 38 tasks are completed can you withdraw your money back. They have me set to pay them another $2315.19 to finish the 36/38 order. I have to complete both ******** to get any of my money back. The link sent to me was from a ******* ***************** and *****************, she alternates between the two. She sent me the link ********************************************** I signed up, everything look legit, until today when I got these massive orders that I cannot afford nor did I pick them, and I cannot get my invested money back.

  Business Response

  Date: 08/16/2024

  Shopbop was unable to locate any accounts associated with the name and addresses provided. We take fraud, scam,******** and spoofing attempts seriously. Interacting and communicating with anything other than our official primary domain (Shopbop.com/), should be disregarded and reported immediately. If you have received a correspondence you believe may not be from our primary domain, report it using the following self-service link for Amazon and it's subsidiaries - Amazon.com> Report a scam - ************************ or by navigating to Amazons customer service pages>security and privacy>report a scam.
  
  (Direct link to Report a scam: ****************************************************************************************************)

  Customer Answer

  Date: 08/16/2024

  I have a lot of photos of the conversation we had, however they are not able to be uploaded to the site here. 

• Initial Complaint

  Date:07/24/2024

  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.

  My order number ********* from Shopbop was returned unsuccessfully. I returned 4 items but Shopbop only refunded 3 items.The missing item is Pema Ear Cuff / Pearl / One Size , price is $52.97, charged again on 7/17. I have called customer service and mailed a few times. But they have no response after second mail. The agent on the phone keeps repeating the same words and refuse to help. The missing item is a small earring place in the gift box. Its a very small single earring, apparently Shopbop team mishandled it while processing the return. How can they prove someone in the returns team didnt keep it for themself? Please kindly help. Very appreciated.

  Business Response

  Date: 08/16/2024

  The customer placed an order for four items from Shopbop.com on 06/07/2024. The customer created a return through our online return portal for all four items on 06/11/2024, and a return label through *** was generated on the customers behalf under ********************** return was refunded for all items they selected at the first return tracking scan on 06/17/2024. Shopbop received 3 of the 4 items and were verified within our warehouse on 06/26/2024, and the customer was recharged for the item not included within the package on 07/17/2024. As noted on Shopbop.com, If you change your mind and do not send back the product after weve issued the refund, we will charge you again on the same credit card.
  
  Shopbop investigated this issue within our warehouse, and there was no evidence that this items was received at any point. Despite having no record of this item being returned, we have worked directly with the customer, issuing a full refund of $52.97 to the customer's original form of payment.

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising 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.

  This inquiry is regarding order number ********* on SHOPBOP.COM. I had purchased a dress from the brand *******. I ended up receiving a completely different item, which was a black dress from the brand LoveShackFancy. I spoke to a representative who had told me to request a return, which I did. I return the parcel, and a few weeks later after ShopBop has received my return, they are not processing my refund. I called today and spoke to representative by the name of ******. She didnt seem to care about the issue at hand, and had told me that I should continue waiting for a few days for my refund. I asked her to give me a timeframe for when that would happen, and she basically said that she had no clue and that I should just wait for a supervisor. I then request a supervisor and she told me that she wont be able to do so. I asked her why, and she basically said she doesnt want to, and if I wanted to speak to one I should email customer service, and theres no guarantee that I would reach a supervisor. The representative was extremely rude, and its so disturbing how the brand just hires anyone to do their customer service.

  Business Response

  Date: 06/19/2024

  We reviewed the calls from the customer and can confirm that the customer called on 5/29/2024 at 13:44 CDT, and spoke with a ** Specialist regarding their return. The return tracking showed that the shipment had been delivered but not yet processed. The ** Specialist confirmed on the call that they were processing the refund early for the customer. The customer called back 12 minutes later as the refund was already in process. The customer was provided a refund in full to their original payment method, received a confirmation email detailing the return refund and their account details through the website and app were updated within a few minutes of the original call.

• Initial Complaint

  Date:05/16/2024

  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.

  I placed an order with Shopbop and did not receive the package. They opened a claim with **** tracking number 1Z8FY3300373711040. *** has issued a claim to them and they are refusing to refund me. They are thieves and I better get my money back for order *********. I've contacted the *** as well as the Attorney General. This is absolute theft and I am extremely upset. My account was also closed too as a result of this.

  Business Response

  Date: 06/11/2024

  We have worked directly with the customer on this order,issuing a full refund of $296.14. After investigating the customer's concern,we found that they have reported non-receipt of their orders 5 out of 5 times across multiple accounts since 2021, resulting in full refunds. Due to this consistent history of unsuccessful deliveries across multiple accounts, all associated accounts are now permanently closed.

  Customer Answer

  Date: 06/12/2024

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  Also, I have not had multiple accounts, ********************** is a liar. I had one account and they closed my only account. I will never do business with them again and will pass the word onto other people.
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/05/2024

  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.

  - Date of Transaction: 12/23/23 - Amount Refunded: $691.73 - Provided 4 articles of clothing and I returned them - I returned the clothing order and I was refunded on 1/3/24 and then I was rebilled 3/3/24. I sent back the clothing and I am confused on to why I was rebilled.-Tracking: (which shows information unavailable) due to expiration: 1ZE192W29074199410 - Order# *********

  Business Response

  Date: 03/11/2024

  ****************** is a 3rd party trucking company and warehouse.  We do not sell retail items such as articles of clothing as mentioned in the complaint.  I believe you have the wrong company.  You will need to reach out to the company you made the purchase from for this request.  Returns for a company called Shopbop are routed through our warehouse, but are not scanned, processed, or otherwise addressed by ******************.  They are consolidated from *** and then brought to the Shopbop distribution center.  I am assuming this request is for Shopbop.  You will need to address the return and refund in question with Shopbop directly or the retailer you made the purchase from.  Thank you!

  Customer Answer

  Date: 03/11/2024

  Hello,

  I was not aware of that. The company is ShopBop but the return label showed that return address. Is there anything we can do to get this cleared up and resolved?

   

  Business Response

  Date: 04/04/2024

  The customer placed an order for seven items from Shopbop.com on 11/20/2023. The customer created a return through our online return portal for six of the seven items on 12/3/2023, noting the reason for return from didnt like fit or changed mind, and a return label through *** was generated on the customers behalf under 1ZE192W29014564646. The return was refunded for the items they selected at the first scan on 12/4/2023. As noted on Shopbop.com, If you change your mind and do not send back the product after weve issued the refund, we will charge you again on the same credit card. The tracking number that the customer provided in this complaint does not match their Shopbop return history. The tracking number Shopbop has on record shows that the package was not successfully to Shopbop.
  
  On 2/2/2024, the customer was recharged for the six items as the items were not received by our returns department. Shopbop investigated this issue within our warehouse, and there was no evidence that either return tracking number showed delivery nor did the items reach our warehouse at any point. The customer was emailed that they would be recharged for the items, and the customer did not reply to this email. On 2/26/2024, the customer disputed the charge with their bank, nothing the charge was for defective items, and the dispute is still pending.

• Initial Complaint

  Date:12/07/2022

  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.

   
  Complaint: ********
  
  I am rejecting this response because:
  I recently filed a complaint with Shopbop (********). And the complaint was sent to Amazon.com instead. Although Shopbop is part of Amazon, someone in Amazon replied today appearing like this is not their business. So I wonder if I can file the complaint directly to Shopbop or is there something else I should do.
  
  Best,
  ***************
   

  Business Response

  Date: 12/07/2022

  Hello *****,
  
  I am ***** from Amazon.com. I am writing in response to a complaint filed on your behalf by the Better Business Bureau BBB - I have provided the BBB with a copy of this message.
  
  Sorry to hear about your Order.
  Unfortunately, I cannot find an Order related to Amazon. As per screenshots shared, I could see the Orders related to Shopbop and not Amazon.
  
  We hope to see you soon.
  Please feel free to contact us directly by replying to ********************************* if we can be of further assistance.
  
  Regards,
  *****
  Amazon.com
  *********************

  Customer Answer

  Date: 12/07/2022

  On Nov. 22, I ordered the **************************************** Sleeve Mini Dress for $351.64 at Shopbop (order # *********). On Dec. 1st, I received a black bodysuit priced at $64 instead (first of all, how could the warehouse mixed up the two completely different items was already very ridiculous to me). I called Shopbop for a replacement of the correct item because I need this dress for an upcoming event, and the lady who picked up my call was very rude. She refused to listen to my problem and all she kept telling me was that the dress was sold out and the only solution is to return the wrong item and wait for the refund.This is not a solution for me because I need it to be a matching dress for my friends wedding in a few days. So I wrote to the customer service again explaining my situation. All they kept telling me was if I want a replacement, I have to wait until the dress is back in stock, and they are happy to help me then. However, this is only a hypothetical solution because first, I need this dress in a timely manner; second, this dress is specific to *************************, and I don't see any possibility that Shopbop is going to restock an item from the previous season in the next reason. Given the emergency of my need, I have to order from another vendor at a higher price and risk not getting the dress before the event. So I asked Shopbop to compensate for the extra money ($472.50-$351.64 = $120.86) that I have to pay given their mistake. Again, they keep ignoring my problem and my request and telling me that they are happy to sell the item to me again once it is "back in stock". I have been using Shopbop for years and I have been very happy with my purchases so far until this time. I am very frustrated because they keep acting as if the current situation is not due to their fault by ignoring my problem and only pretending to help me. All I want is just to get the *************, and Shopbop needs to be responsible for the extra money that I pay due to their mistake.

• Initial Complaint

  Date:09/24/2022

  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 August 5th, 2022, I bought a toryburch bucket bag from Shopbop for $498,The order number is116093579, the tracking number is 1Z8FY3301334210609.But the bag I received was identified as a fake,I immediately sent the photo of the bag and the identification report to Shopbop customer service, but they refused to process it.

  Business Response

  Date: 10/07/2022

  The Customer placed her order on August ****** and it was delivered on August 8, 2022 to a U.S. address. The customer emailed ********************** on 9/5 asking to return the bag from an international address. Shopbop provided instructions on how to return the item internationally and confirmed that we would extend the return window beyond our 30-day return policy and refund to original form of payment.
  Shopbop sources inventory directly from brands and their approved authorized resellers. We guarantee all items are authentic, as Shopbop strictly prohibits the sale of counterfeit products, including any products that have been illegally manufactured, and we invest heavily to ensure our policy is followed.