ComplaintsforAllbirds
Wholesale Womens Apparel
Multi Location Business
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Complaint Details
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Initial Complaint
10/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Purchase shoes from all birds. Never got shoes. They state delivered. I do not have shoes. They will not issue refund.Initial Complaint
09/13/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 8/31/2024 I ordered two pairs of shoes from Allbirds.com. The amount of the purchase was $181.86. This was not my first purchase from the site. I've ordered from them since 2018. The business advertises "free shipping and returns" through frequent emails advertising new colors and designs. Customers are encouraged to "try them for 30 days." I've never been informed that their return policy has changed. The style I ordered on the 31st did not fit. I initiated a return within a week of receipt. The shoes are unused and in original packaging. I was informed my return request had been "flagged as ineligible" and automatically voided. I requested more information and was informed that I have an excessive return rate. My last order had been placed almost a year earlier on 9/27/2023. I requested further information on this policy and was informed that the company reserved the right to decline to issue refunds or take returns. My request to speak with a member of the leadership team about this policy resulted in an email stating that while he understood my frustration as a loyal customer their decision was final and they have nothing more to discuss regarding this matter. My email exchange with the customer service team is attached. I never received an explanation of how the company defines "excessive return rate." Allbirds advertising is deceptive and their return policy lacks transparency. If items are not returnable, customers should be notified in advance.Initial Complaint
09/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order online from Allbirds.com on Aug 29, 2024 (order number **********). Received the pair of shoes on Sept 1. Tried them on to see the fit and found they were too small for me. I went to the website and requested a refund but only got an email saying Allbirds refused my return. On their website they listed a 30-day return policy which states "You can return or exchange your shoes within 30 days, even if youve worn them out in the wild." The shoes I am about to return were bought at full price, are in completely new condition, not affecting reselling. I shouldn't be denied return.Initial Complaint
09/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased 3 pairs of Allbirds shoes online via Allbirds website, different styles and sizes. One pair of shoes fit, the other two pairs did not. I attempted to return the shoes via the Allbirds website pursuant to their advertised return policy. AllBirds rejected my return, claiming it was ineligible, without explanation. I then googled and learned they have recently begun regularly rejecting other customers' returns as "ineligible," giving no reason to these customers, either.Initial Complaint
08/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of shoes. Their return window is 30 days even if you have worn them which I have not. I attempted to return them via the online portal and was told in an email that the computer denied it and they have no control of the computer thank you for understanding. It does state they can deny a return if they choose (although you really have to look for it) to but they will give me no reason. Just that the computer said so. They will not let me speak to a manager and said I'm out of luck. After looking further it seems this is their gig. Advertise a 30 refund policy and in small print say unless we don't feel like it. This is no small company so I have no idea why they should be allowed to get away with this. Is there anything thing that can be done??This is the exception on their website that they have listed in the policy but from what I'm reading that last line states I should be able to return.*** Our Right to Reject Your Purchase/Return, or Cancel An Order: The sale of products and fulfillment of orders at Allbirds' stores or through our e-commerce site is contingent upon product availability and discretion in managing inventory. Allbirds explicitly reserves the right (in its sole discretion) to limit, decline, or reject any sales, returns, and orders for any reason, without being liable for any damages or costs, except for repaying any amount received from the customer in relation to such sale or order.Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Jul 6, 2024 I purchased 2-pairs of shoes online on or about July 6, 2024, for $180.67 Allbird has a policy of taking returns up to 30 days. One of the pairs is tight, and the other is too big. I attempted to return them online within 30 days, which Allbirds declined. This is against their online return notice. I find this behavior unfair and deceptive. It is unethical. Allbirds claims this would not be returnable, contrary to their online notice.Initial Complaint
07/20/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I was considering purchasing a pair of shoes from Allbirds and placed them in my cart. I have an account with them and I was logged in. I chose not to purchase them at that time. A day or so later, I received an email with a 15% off offer and a reference to the item that was in my cart. When I logged in, the discount code (which was also available on the website) did not work. I inquired with the company and was told this was for new customers only. I am familiar with this method, and went back to review the email. There was not mention of new customers only and no links to look at details for the discount offered. This was relayed to the company, but they still declined to honor the discount. After a number of back and forth emails with them, I decided not to purchase the item.A day or so later I received an email saying my order had shipped. I contacted the company, told them I had not ordered the item and to cancel it. As the item had already shipped I was told to return the item when I got it. Returning it requires that I go to a *** store, which I am not willing to do.So, two complaints - false advertising and somehow placing an order on my behalf that was not authorized. I know that mistakes happen, but this company has refused to accept any responsibility and wishes to place the burden of resolving this mistake on me.As legally, I do not have to return or pay for an item I did not order, I am having the charge on my credit card reversed and will be donating the shoes to charity.Initial Complaint
06/27/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On June 17, 2024, I ordered a pair of sneakers from the allbirds.com website. The cost was $127.20. I received the shoes on June 24 and immediately tried them on; they were too big and too wide. I requested a return. After receiving a message that the item I ordered required further attention, I waited 24 hours before again requesting a return. Allbirds responded After reviewing our records, it appears that your return request has been flagged as ineligible for return. Upon reviewing your order history, it seems that you have an excessive return rate across your orders. As outlined in ourreturn policy, this places your returns and orders subject to cancellation. Unfortunately, we are not able to process your return request at this time. We understand that this may be disappointing, and we sincerely apologize for any confusion or frustration it may have caused. Unfortunately, we are unable to override this decision at this time. When I again responded, Allbirds referred me their return policy and stated, Our system determines what constitutes an excessive return rate based on return patterns and behavior. This is evidence that Allbirds fraudulently and knowingly accepted my order and money without telling me the shoes could not be returned, something customers are told, for example, when buying a final sale item. Allbirds took my order and my money, processed my ordered, delivered my order, then when I requested a return because the shoes don't fit; Allbirds declined my return request.Allbirds should have informed me that I could not return these shoes before sending them to me then denying my return request. Had Allbirds simply told me via a pop-up message the shoes I was ordering could not be returned at the time of my purchase, I would now have my money ($127.20) and they would have their shoes.Initial Complaint
03/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I placed an order online and am a repeat customer. I have many pair of ********************** shoes, and have promoted them to friends and family. My order was cancelled a week later and marked as "fraud," which it clearly is not. I called Allbirds at their customer service number the next day and was told that there was "literally nothing we can do" since the online ordering is done through a "third party platform." The lady on the phone stated they don't get information as to why/how that platform identifies fraud. I asked her if I could contact that platform and she said, "no." I have given this company probably $1000 in shoes and really do like their products. This is horrible customer service, as I just wanted my order filled. She can not even tell me why I am now FLAGGED FRAUD and I can not ever order on their website again. Who does this?? What type of company takes a GOOD customer and just black list them? I want an explanation, I want to be able to order shoes on this site again. This is not right and NOT fair and is just terrible customer service. I asked her if I try to place another order through Allbirds online or even over the phone, would I be able to do so, and she said, "no," but I could buy through a different retailer such as Nordstrom. WHAT? That doesn't even make any sense. I asked to speak to a supervisor in the hopes of getting additional information or to at least make them aware of this issue, and she told me they wouldn't be able to do anything either. I told her I would still like to let them know. She then said it would be 1-2 business days before I would be contacted. I told her that was fine and she asked me just for my phone number. Awful way to treat repeat customers. Apparently Allbirds would rather lose money and happy customers than figure out why this "third party platform" is erroneously cancelling orders as fraudulent. Not good.Initial Complaint
03/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On Dec 22, 2023 I had purchased a pair of Allbirds Woolrunner size 11 in blue from an Allbirds store located on *************************************************************. After only three months of light wears the shoes are starting pill and loose shapes despite the company's advertised claims of high quality sustainable construction and material.Amount of the transaction $98 Transaction date 12/22/2023 Allbirds Woolrunner blue mens size 11
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Customer Complaints Summary
16 total complaints in the last 3 years.
12 complaints closed in the last 12 months.