ComplaintsforStitch Fix
Online Shopping
HeadquartersMulti Location Business
Additional Complaint Information
Customer Complaint:
Stitch Fix came to BBB’s attention in October 2013. A review of complaints was done in September 2024. Complaints on file state concerns with cancellation and subscription issues.
BBB recommends users to review their Terms of Use (Please see styling fee and payment)
For additional support options, please visit Help.
BBB recommends users to review their Terms of Use (Please see styling fee and payment)
For additional support options, please visit Help.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I was looking online at stitch add on my cell phone thats auto connected to my bank cards pop *** came on and the next thing ***** fix took 20 out of my account -I did everything to contact them emails , phone calls no response can not talk can not explain can not get an answer horrible bussiness i am so ***et then i finally find a website that charhed me ***** to cancel with ***** fix it was ***** fix ...hellostitchfix.com Please help me get a refund this company has no live help and a lot of swindling going on - theyvdid not even give me a account numberInitial Complaint
09/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I placed an order for the very first time through stitch fix which is a clothing company and because it's my first time ordering clothes through them they have a free complimentary box which does not cost first Time customers anything however I was charged the initial $20 which is the normal cost per box I have documentation from my bank as well as from a representative which is an employee of stitch fix indicating that the money that was taken from my account would go back into my checking account today September 12th 2024 by 7:00 p.m. Eastern standard Time however on set date September 12th 2024 at approximately 7:36 p.m. Eastern standard Time when reviewing my bank statement I did see that the money has not been credited back to my account as originally told by said employee who is a representative of stitch fixInitial Complaint
09/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was on the Stitch Fix app on my phone. The screen showed $20 styling fee then (-$20) to waive the styling fee. I then proceeded in the app to take their "style quiz" and the screen appeared again. This time when I clicked to proceed my ***** pay card on file was charged $20. I believe this to be misleading and taking advantage of me, as a consumer, limiting access to the website and portraing the progression through the screens to be a deceitful way to collect $20 and presenting the informaiton as though it was a free service.Initial Complaint
08/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made an order from stitch fix using my ***** account the order was delivered on June 9th 2024. Of the items I received I opted to keep 1 pair of shorts and 1 polo style shirt. Part of stitch fix is you keep what you like and send what you don't back in the bag provided by them. For the two items I kept I was charger 87 dollars and change. I Then mailed back the items in the time I was allowed by customer support but since they have continually tried to charge my ***** account another 136 dollars and change for the items I no longer have and that were mailed back in the return bag they sent with delivery. So noticing that I locked my back card. Today August 9th 2024 I had to unlock my card to make a purchase and stitch fix proceeded to charge my card agian well over a month since I mailed there items back. Wich has bow left me in a situation were I am now short on my rent. I had also previously spoken with there customer support and told then the items had been mailed back. This situation has left me trying to chase down my own money that stitch fix was not authorized to take and ide like to resolve it without having to call my bank and file it as a fraudulent charge as they will cancel my bank card and I will be without one for 3 to 5 days and my bank has no physical branchInitial Complaint
07/29/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have canceled the subscription since May 2024 and yet they still bill my debit every month for $20 . Now I am overdrawn and have to pay the *** feesInitial Complaint
07/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I have updated my name and address twice in June of 2024 and Stitch Fix continued to mail my delivery to my old address on 6/18/24 and 7/5/24. I have sent packages back with the clothes I didn't want to keep in the short time period they requested and still got charged the full amount of $222.51 on 6/9/24. I paused my subscription since I couldn't find a way to cancel. I received an email stating they had sent out another delivery to me which I never received and I still got charged the full amount of $166.90 on 7/26/24.Initial Complaint
07/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased a $200 e-gift card for my daughter-in-law and I received a confirmation email from Stitch Fix that it had been delivered. It was supposed to be delivered via email on the 17th of July. To date, July 19th, 2024, she has not received it. I contacted Stitch Fix via "chat" with John and he reassured me on July 18th that he resent the e-gift card and that it should arrived in a "couple of hours". It has not arrived.Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I visited the website and have ordered from them once in the past (more than two years ago). Supposedly I added items to my cart (I don't think I did but I'll give them the benefit of the doubt). But I never completed the transaction so they took it upon themselves to complete it and charge 252 withoutmy consent. Because I didn't order anything from them and they did it for me, the items went to my old address which my husband picked up. Attached are the emails asking me to complete the transaction and the screen shot of customer service admitting they completed it for me without my consentInitial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My wife (Jacque L****) has been a subscriber to Stitch Fix, receiving clothes monthly. But she has now become an invalid, going out of the house almost solely for doctor's appointments. Because of her condition, she cannot wear half the clothes sent her and has no need of the rest. She has enough clothes for the rest of her life. I think it was December's shipment that I first sent back, when my wife had just fallen and had a compound fracture of her ankle and was in the hospital. I clearly marked it CANCEL in several places on the outside of the box. Another box was sent the next month and I did the same. I will now have sent back about 7 packages with cancel on the outside and a letter of explanation on the inside. The boxes keep coming and so far, in what I've checked, I see no reimbursement for the shipments.Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I order two items from Stitch Fix and was told through their tracking system that they would be delivered on the 6th. After it was 5 days late, I contacted Stitch Fix about getting it delivered soon or getting a refund. Someone named Javier went ahead and issued me a refund and said I could repurchase the items if I’d like. We assumed they were lost and I thought they weren’t coming. Ten days after the supposed delivery date, they finally arrive. About a week later, someone named Jenn from Stitch Fix reached out to me and noted that they see they were delivered and wanted to confirm so they could move forward with charging my card if that was the case. I responded that they arrived but I intended to keep them because they were very late and I had already been issued a refund, as I, a customer, have a right to. They responded that they just went ahead and charged my card (didn’t offer for me return them and then get a refund). I was never told that a refund could be revoked and am entitled, as a customer, to a refund if a package is late. I was very upset to see they charged my card without permission from me.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
101 total complaints in the last 3 years.
42 complaints closed in the last 12 months.