ComplaintsforTrina Turk

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Trina Turk represents that you can return item if you are unhappy. I requested return on day I received it and they told me item is not returnable. No where did it state my item was not returnable. Very unethical business practices.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order TT296478-294592 I ordered online Feb 3, 2023 a 100% silk dress for $338.It did not fit & had a 100% poly lining which the website did not state.When I placed the order, Trina Turk offered a discount for an email sign up.So, I did that. I never recd any notice that this item was a final sale.I needed to return the item due to fit & the poly lining. The website said that the item was not returnable. Upon looking at the back of the packing slip it says returns of full priced accepted. I am assuming that because Trina Turk offered me the email discount they are considering this purchase not full priced. That is misleading along with the website with the item description.I have recd out to them via email & will call.I also paid for an expedite fee $25, was charged $25.27 (what's the .27 for?) along with taxes of $23.17.

  Business response

  05/30/2023

  We show customer was emailed a return label on 2/8/2023 by an agent to the email that was placed and tied to the order. In addition, we show confirmation that the return tracking number/label was used by the recipient and item(s) on order have been returned. It is also stated on our website and on the back of the packing slip, each customer receives inside their package instructions on how they can create a return label step by step.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased two dresses on a website called ************** It looked legit. I realize that it is not legit. I need to get the order stopped. It was for two dresses. It is absolutely a scam

  Business response

  12/09/2022

  Business Response /* (1000, 8, 2022/10/24) */ Please note, the store the customer is implying about is NOT Trina Turk online ****************** Customer clearly states she made a purchase at a website called Trina-Turkshop. Please advise our store does not associate with that website. In addition, we are not aware of the website store or are in business with it. Customer needs to reach out to her bank to dispute the charge. This case is NOT with the official Trina Turk online store (******************. In addition, we have done a 2 year search on any orders with this customer and we show no records.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a dress online from ***** **** 04-14-2022, order#****************. The dress was to small. I followed the steps required and returned the dress well within 30 days of receipt, via ***** on 05-02-2022, using ***** ******* preprinted return label. ***** tracking shows, ***** **** received the return signed for by ** ********* on 05-06-2022. Refunds are issued within "10 business days of ****** ***** receiving your return." Surprisingly, the dress was shipped back to me 05-27-2022 (date on the ***** label) with a note saying "damaged/soiled/tags missing". NOT TRUE. For the moment I am classifying this as a mistake. It is BLATANTLY OBVIOUS there is nothing wrong with the dress. The dress DOES have tags (tags were never removed from dress), and, the dress is NOT damaged or soiled. I originally returned the dress in the same packaging and condition the dress was sent to me. The attached pictures show nothing wrong with the dress, inside or out, tags attached, and, no damage or soiling. 06/29/2022 @ 2:31 PM EST, I called ******** *******, and, within 4 minutes of being on hold, just like reported in other complaints, there were no available agents. The message said to send an email or call back later. I sent an email (see attached) containing the above information and nine (9) pictures. I asked for a prepaid return label to send the dress back that was mistakenly returned back to me and for a full refund with only ONE ***** deduction for the original return. ********** acknowledged receipt of my email; and, to allow up to 2-3 business days to get back to me. It is well passed 2-3 business days. 07/19/2022 @ 7:39 EST Tried calling corporate phone number rather than *** number several times and tried different offices, same message, no human contact. Customer Care appears to be non-existent.

  Business response

  08/03/2022

  Business Response /* (1000, 5, 2022/08/03) */ We show customer returned her item worn. There is extreme odor in the underarm and is in unsellable condition. All items prior to being packed are inspected to make sure they are being shipped to the customer in 100% good condition. Once returned all items undergo the same process before going back to inventory. In addition, all items from our warehouse online store are new and never been worn. At this time the customer has been notified that her return cannot be accept this time.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a dress Style No: XXXXXXXPG1, COLOR: MLT in 2 sizes on May 13, 2022, planning to return one. I received the order on May 21, 2022. Neither dress fit. I have been calling and calling for 2 weeks trying to get help with my return. No one ever answers. There's always a recording saying "No support agents are currently available". ONE time I was put on hold and asked if I would like a return call and if so to pick 2, and I did and have never received a return call! I have also emailed MANY times and get the same canned response. When I try to get the return label it says "this item is unable to be returned" with no explanation. I am not stupid and specifically looked at their return policy before I made the purchase. The dresses were not bought on FINAL SALE. They are still regular price as of today. I did use a 20% off coupon from Trina Turk for signing up for emails and texts, but again their return policy mentions nothing about using a coupon from them. Nowhere on the receipt or when I checked out did it say that I was buying FINAL SALE items. And the dresses obviously don't fall under their swim suit policy. They are in same condition as when I purchased. I can not find an address to return to. I want someone to contact me and supply a label so I can return these. And I don't want them to wait until after June 21, 2022 to contact me and say it's too late. I was going to pay return shipping myself but can't find an address as to where to return the dresses. This seems to be a common ploy of ***** **** and I'm veery disappointed in their customer service. I just want to return thee dresses and receive my refund.

  Business response

  07/12/2022

  Consumer Response /* (2000, 9, 2022/07/09) */ They finally called me back on the last day I could ship and sent me labels but just didn't know why their website said the order was not returnable. Thank you for your help!

• Initial Complaint

  06/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a dress that arrived at my home May 2O. I have decided it is too large. When I tried to print out the return label the message said unreturnable. For 5 days I have tried via phone and messaging and customer service to speak with a human to find the reason. I am well within the 30 day return policy but time is running out. This is an expensive dress that I cannot afford to keep and the customer service is non existent.

  Business response

  07/05/2022

  Consumer Response /* (2000, 9, 2022/06/30) */ complaint was resolved. i received a refund

• Initial Complaint

  05/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased 2 items from Trina Turk totaling ******** I read the return policy before purchasing these items and they qualified for returns. I've tried to contact their ******** ******* number numerous times and after a few minutes of waiting on hold, I receive a message that no agent is available. I tried to download a return label online multiple times using my order number and zip code and it states that the order isn't found. To say this is a bad ******** experience is an understatement. I feel like this is borderline fraud. I am requesting a full refund.

  Business response

  05/30/2023

  We show this customer reached out via email on Saturday, 5.13.2023 when our offices were closed. Once our customer care team was back in business we responded with the 48 business hours we give as a response time. The customer emailed requesting a price adjustment to their order. We explained to the customer as mentioned on our policy page, that all price adjustments are only valid for full price items. The customers items on their order both were purchased on sale price. 

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an online order with Trina Turk on 2/6/22, the total was $612. I received all 7 items in perfect condition, tried them on, taking special care not to remove any of the tags, and subsequently returned all 7 items in their original condition within the return window time frame. I shipped back my package on 2/22/22 via ***** and it was received by Trina Turk on 3/1/2022 and signed for by *. *********. According to Trina Turk's return/refund policy, $7.00 would be deducted from my refund for the cost of the return shipping. I was recently refunded $544.67 not $605.00 as I had anticipated. I was given no explanation despite 2 follow-up emails to Trina Turk Customer Service. Today I received one of the items back with a note stating that it was found to be in "UNSTABLE CONDITION" and that the tags had been removed! I have taken photos of the item with the tags clearly attached and in no way damaged. The item itself is in perfect, brand new condition, just as I had returned it. I emailed the photos to Trina Turk today along with a request for my full refund to be issued. I am owed the $60.33 of my remaining refund for the item they shipped back to me IN ERROR. I have attached photos of the item; I hope they will help expedite and effect a satisfactory resolution for me. Calling Customer Service is not an option. No one answers the phone and the outgoing message recommends that customers should contact Trina Turk by email in order to elicit a response. I also asked Trina Turk to furnish me with a FREE return shipping label so that I can send this item back. Thank you for your assistance.

  Business response

  05/30/2023

  We show that the item the customer return was inspected by our Quality Control team. All returns go through the same process of quality control, and if the item when return does not meet the return criteria it does get reshipped back to customer. At this time we do have images of the product on how it was received as unsellable condition and ************* of item being worn.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a shirt in 2 sizes, planning to return one. When I went to return, I noticed that on the invoice it says "all sale items are final and can't be returned." The shirts I bought were not on sale or in the sale section (bought through ******** ad link), but when I went to checkout, they were discounted by $10 (off a $200+) shirt. I called customer service multiple times and sat on hold only to be directed to a message (after a long time) that says that no customer service agents are available. I finally emailed and told them the situation, and they said there's nothing they can do and the shirts are non-returnable. This return policy is completely misleading. I specifically looked at the return policy before I bought the shirts, and it said they were returnable for a $7 fee. Nowhere on the receipt or when I checked out did it say that I was buying sale items.

  Business response

  03/18/2022

  Business Response /* (1000, 5, 2022/03/01) */ Contact Name and Title: ************* CS Supervis Contact Phone: ********** Contact Email: ********************* It looks like the customer is eligible to return her items. None of her 3 items purchased are Final Sale. I reviewed her order and show confirmation she had already made a return for an item and we have successfully refunded her. If she wishes to return more items on her order she still has time. As far as her items being on sale, yes they are but are returnable as they are NOT Final Sale. Usually any sale items that are not returnable are labeled in red font saying FINAL SALE: CANNOT BE RETURNED. None of her items show this so she can make her return for a full refund. Customer has until post mark date of receiving her order which is 2/7 when she received her package and needs to have it post marked returned by 3/7/2022 in order so she does not go over our return window policy. In addition I will attach a file for a return label she can use.

*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. ↩