ComplaintsforMott & Bow, Inc.
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Complaint Details
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Initial Complaint
10/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Subject: Formal Complaint Against Mott & Bow, Inc.Dear BBB,I am filing a formal complaint against Mott & Bow, Inc. regarding their refund policy and deceptive business practices. My experience has raised concerns about their misleading return policies, supported by numerous BBB complaints, and potential discrimination against women of taller stature.On October 9, 2024, I purchased five pairs of jeans, only to find all were too short for my needs. I was disappointed to discover that Mott & Bow does not offer womens jeans in a 34" (or longer) length, which I require. Furthermore, I was shocked to learn that they do not provide refunds but instead offer store credit, misleadingly termed a "refund policy" on their site. This is particularly problematic for customers with specific sizing needs. Additionally, the policy is not clearly displayed during the checkout process and requires the customer to actually click on a link (again, sneakily termed "Refund Policy", when no refunds are offered). This plainly violates the ************************** and Worker Protection requirement for "clear display" upon checkout. Mott & Bow also impose return shipping costs and an aberrant processing fee, further complicating returns (and infuriating customers). As a tall woman, the lack of suitable size options limits my ability to effectively use any store credit, which feels discriminatory.I request a full refund to the credit card used for this purchase and urge the BBB to investigate these practices. I also plan to contact the ************************************* Protection regarding the lack of clarity in their policies.Thank you for your attention to this matter.Sincerely,******* ******* *********************** Order# MB#****** (delivered 10/17/24)Customer response
10/25/2024
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 and the matter has been resolved.
Sincerely,
******* *******
Initial Complaint
10/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
This company will only allow returns to be refunded for store credit. The jeans are of a low quality and I have no interest in purchasing anything different from them, so essentially they get to keep my money and I get nothing. I would like a refund to my original form of payment, not a store credit. Their return policy is not made clear during the purchasing process, or I would not have ordered the jeans to begin with.Initial Complaint
10/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
The company claims to accept returns within 30 days of purchase but only offer an exchange or store credit when attempting to return.Initial Complaint
10/17/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Company advertises return policy but forces all returns for store credit only. This is effectively an exchange not a return. This should be illegal not allowing a customer refund for any reason even if item is defective.Initial Complaint
10/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Mott and Bow fine print in the return policy is an absolutely shocking scam. They are online only, but you have to read closely to learn that they do not accept returns for original payment refund - only store credit! Their biggest size jeans dont fit me so I am out $210 for two pairs of jeans I cant wear, and cant get any clothing that will fit me. I am absolutely disgusted by this policy and I cant believe they can s**** people like this!Customer response
10/01/2024
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 and the matter has been resolved.
Sincerely,
**** *****
Initial Complaint
09/25/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased two pair of jeans from Mott and Bow under the explicit impression that they could be returned and refunded. However, the company will not honor a refund to the original payment method. They will only provide store credit or exchange.Initial Complaint
09/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased some jeans a couple of weeks ago. The rinse doesnt match the photos so I wanted to return them. Only upon trying set up the return did I see that returns cannot be refunded to the original payment method, and instead only to store credit. I would not have made this purchaser had I known this. Im a returning customer and had made a return for refund to original payment method a couple years ago. Why would I assume the policy was different now?Additionally, there is really nothing else I would be interested in purchasing with a store credit, so I would have just wasted money.I am currently engaged with customer support and getting nowhere. I would like a one-time exception to this policy and get refunded to my original payment method, the same as others have been offered here on BBB.Customer response
10/01/2024
Better Business Bureau:
A full refund was offered and accepted. I do hope that that this refund-to-gift-card-only return is reconsidered soon.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
******* ****
Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 7/15/24, I made my first and last online t-shirt purchase with Mott & Bow. Not only did the website not indicate that the order could not be returned for a refund, and only for a gift card or exchange, but it charged me for a extra t-shirt. I immediately left a voicemail with customer service to cancel the entire $181.01 order. The order was still mailed to me and no one returned my call. The clothes were thin and of poor quality. When I went on the company website, it would not let me complete an online return for a refund. Thus, since they have limited customer service hours, I called a few days later during a business day and requested for the return to be initiated so I could return the items. Once I mailed the package with **** I received an email gift card for $168.50 vs. a refund. On 8/1/24, I again called customer service and explained the issue and was told that their return policy was for exchange or store credit only. I requested a refund and stated that if this was not issued within one week, I would file a complaint with the BBB. No refund was issued. Per the records on the BBB website, this appears to be a pattern where the company overcharges and deceives their customers.Business response
08/12/2024
Hi BBB & *******,
Order ****** was placed on 7/16/24 at 7:08 pm EST. Unfortunately, we can't modify, change, or intercept a package to alter a delivery once an order has been placed. Nevertheless, if a mistake is made while placing an order, we as customers to email us at ******************************* as soon as possible, so that we can try our very best to accommodate their request. We make sure to include this in our Policies and FAQs section on our website (*******************************************************). However, when it is outside business hours (Mon-Fri, 9am - 6pm EST) it is not guaranteed someone will be able to help instantly. Which is why when the customer called no one was available to take her call, had she sent us an email as stated in our policies/FAQs, we would have been able to assist her first thing in the morning on 7/17/24. Moreover, the customer didn't contact us again until 7/26/24 regarding this order.
We offer a post-purchase option that is prompted after completing an order. That said, this order was placed for a Fitted V-Neck ***** Tee 3-pack and the customer originally paid $116.92. However, after checking out and completing the original order the customer selected 2 additional tees from the post-purchase 'you may also like' section. She added the Fitted V-Neck ***** Crimson tee first for $32.18 and then added the The **************** Black Tee for $31.91. This is why there are 3 different transactions associated to this order(see proof attached).
Regarding our return policy, refunds for returns are issued via store credit in the form of a **** & Bow Gift Card. Once a return is processed, a **** & Bow Gift Card is emailed to the customer for the corresponding amount. Please note that Gift Cards wont expire and can be used to purchase any of our other products in the future. However, weve decided to make a one-time exception as a token of our appreciation and process the customer's return for a refund back to her credit card (see proof of refunds processed attached). The refunds should be reflected on her end shortly.
We appreciate your business and look forward to serving you again in the future.
Let us know if we can be of further assistance.
Best,Customer response
08/14/2024
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 and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered jeans online, when I ordered, Mott and Bow stated that they had a return policy. When the jeans arrived, the fit was so far off that I decided to return them. Once I started the return (using the button on their website that says start a return), it turns out they will only allow you to exchange for another size or store credit. I would have never placed an online order for clothing that cant be returned - its too hard to get the right fit without trying something on. My main issue with this business is the deceptive marketing practices on the return policy.Customer response
07/07/2024
Better Business Bureau:
At this time, I have not been contacted by **** & Bow, Inc. regarding complaint ID ********.
Sincerely,
***************Initial Complaint
06/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered and paid for a pair of jeans from Mott and Bow. They claimed to have delivered my package on June 1st and have not provided any proof of this. I never received the jeans. I have since sent 4 emails to customer service with no response. I have also called customer service 4 times, left a voicemail, and still have no resolution nor do I even have a response from them.Customer response
07/05/2024
Better Business Bureau:
Mott and Bow has finally responded to my emails and sent me a replacement of the missing product on 7/5/24. I consider this issue resolved.
Sincerely,
***********************
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Customer Complaints Summary
62 total complaints in the last 3 years.
46 complaints closed in the last 12 months.