ComplaintsforMOCO Boutique

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: 9/4/24 Date I contacted Moco: 9/18/24 I bought 2 pairs of jeans from MOCO. This was my first time shopping on their website. They offered an incentive to buy a no hassle return service for around $3 so I bought that because jeans can be tricky to fit right. When I received the jeans, one pair was much longer than advertised. The other pair was defective with a ridiculously large hole in the knee that cannot be intentional. It is as if someone accidentally ripped it larger than it should have been. I understand it is a distressed look but the size of the hole is unacceptable. So I contacted customer service to see about the process of returning or exchanging them. I was told I could return the pair that were too long but not the pair that are defective. They said it was a final sale item and there would be no refunds or exchanges. Final sale item to me means that it is the lowest price they will be offering on that style of jeans but they are saying nope it is non-refundable no matter what. I WOULD HAVE NEVER BOUGHT A PAIR OF JEANS KNOWING THIS. The jeans are defective! I feel scammed and taken advantage of. What they are doing is unethical.

  Business response

  09/24/2024

  Hello! I am so sorry for the confusion surrounding your order with MOCO! It looks like you purchase the MOCO Exclusive Flare and the Somewhere on a Bleach denim! The MOCO Exclusive Flare does have the long inseam listed in the description on both our Website and our App! We make sure to list the inseam on every pair of denim so our customers can always know how long they are prior to purchase. I am so sorry this was missed during purchase.
  
  The Somewhere on the Bleach denim is also advertised as final sale in the headline of the item and in the cart. We also list the details of Final Sale items in our Return Policy so that we can be as up front on our policies as possible. We do take many pictures of the jeans and have documented the large, open holes in the knees in multiple different pictures on the Website and App. We would never try to hide or sneak any details of a sale from our customers and certainly wouldn't still be in business after five years if that was what we were doing. 
  
  Again, I am so sorry for the confusion! If there is anything else we can do our Customer Service Team is always available to help at contact@shopMOCO.com. Thank you

  Customer response

  09/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There is absolutely no resolution offered. It is a canned response just like they emailed me initially. The empty “sorry’s”don’t mean anything. How is that helping? This is bad customer service at its finest.
  

  I want a full refund. 

  
  Sincerely,
  
  **** ******

  Business response

  10/03/2024

  Hello ****! Again, I am so sorry for the confusion surrounding our policies. It is never our intention for that to happen.
  The one item that was eligible for return and was sent back, will receive a full refund. It looks like it arrived on the 26th and should be processed soon! We ask for 7-10 business days once it arrives to us.
  However, the other item, Somewhere On A Bleach Boyfriend jeans, is not eligible for a return since it was marked on the Website as a Final Sale Item. Per our Return Policy, also posted on the website, Final Sale Items are ineligible for returns. I am so sorry that this information was missed during the purchase. As an online business we make every effort to ensure that policies are posted, items are accurately marked, and multiple photographs are always included to give our customers all the information they need to make an informed purchase. Again, I am so sorry for the confusion!
  If there is anything else we can do for you in the meantime, please let us know! Thank you

  Customer response

  10/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  You are offering no compromise on defective jeans. Simply stating the obvious (that the other pair of jeans I returned) is absolutely pointless. You are not sorry so please stop saying that. I find it very hard to believe that you cannot refund me or give me another pair of jeans that are not defective in the knee. The way you do business boggles my mind. It appears as if you do not value customers and that you definitely don’t want repeat customers who rave about the products or customer service. 
  

  What ACTIONS will you take to resolve this? Please do not give me a canned summary of your previous messages. 

  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased 2 pairs of jeans order#******* $115.38. I received the items on 9/9/24. I returned the items on the same day 9/9/24 via USPS. The company confirmed they received my return. They issued a store credit. I contacted the company and asked for a refund since I won't be purchasing anything further from them. They refused and I consider this stealing!

  Business response

  09/22/2024

  Hello *****! 
  I am so sorry for the continued confusion regarding your return with us! Per our Return Policy, discount codes and certain sales are only eligible for a Shop Credit if they need to be returned. Not only is this posted in our Return Policy on our Website and App, but it is also posted on each during the sale where the code is posted for customers to use. This way we ensure that our customers have every opportunity to understand our sale and policy prior to purchasing. 
  
  However, it looks like our team did make an exception for you since we would never want our customers to feel like we are stealing from them. On September 18th, just before 1pm ET our team refunded you directly to your original payment method for both your returned items, reversing the store credit as requested. 
  
  If there is anything else we can do to help, please email ******************** so our Customer Service Team can help ASAP! Thank you!

  Customer response

  09/23/2024

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  08/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered two pairs of jeans on 7/30/2024. I used their 30% flash sale code. Their returns page is not fully clear on who pays for the return. At one point it says customer but then another paragraph it states that the customer pays return shipping if they ship it prior to a return authorization. It’s written as though first time customers do not pay return shipping? It’s confusing. This is not a negative reviews on the brands of jeans MoCo sells. The shipping was fast and I love the brands themselves. I followed the sizing however the pair that suggested sizing down 2, I should’ve only sized down 1. The jeans were incredible, I just needed to get the next size up and that’s unfortunately a very difficult and costly task. I needed to set up a return. They do not do exchanges, you receive store credit or a full refund if you’re a first time customer. However, what they don’t have listed in their return policy is the following. 1. If you purchased with a discount code (I had a 30% off code) they do not honor that. You will receive store credit for what you paid and a 10% discount. 2. You don’t get a full refund if you used a discount code. 3. Their returns pages is a bit confusing. It states that you should not send items back without authorizing a return. “The customer pays shipping in this instance.” And later in another paragraph it states “customers pay return shipping.” A bit confusing. In order to do what is essentially an exchange I need to pay to ship the item back, the difference in the new cost since they won’t honor the original discount and I have to pay new shipping. What was originally a $48 pair of jeans has now turned into $77 and that doesn’t even guarantee I’d get the same jeans because they sell out quickly. So I’m paying nearly $25 in shipping costs after this is all said and done, plus the difference and taking a gamble on if I would even get the same jeans. 4. There are so many exceptions to their return policy and it’s not crystal clear.

  Business response

  08/17/2024

  Hello ********!
  I am so sorry for the confusion! When an item is returned, whether that is a direct refund or a store credit, we can only return the item for the amount paid. Since the item was 30% off and you did not pay the full price of the item we typically would only return the amount paid; not the original full price. 
  
  However, it looks like our team went a step above and beyond since there was confusion and offered to credit you that 30% discount so you could repurchase the jeans for the same discounted price!
  
  Unfortunately, as with all items shipped, there are shipping costs. This is why we jumped at the chance to be able to add in the Returns Protection for our Website orders. However, the App platform doesn't yet allow us this option, so customer are responsible for return shipping as explained in the policy attached. We wish we could cover the shipping costs for all of our customers for any reason, but unfortunately as a small business we would be unable to stay in business for very long doing that.
  
  Again, I am so sorry for the confusion and if you would like to still send the jeans back you absolutely can. If there is anything else I can do in the meantime please don't hesitate reaching out to our Customer Service Team at ********************. Thank you!

• Initial Complaint

  06/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased an item that is poor quality and smells like it was made out of toxic chemicals. The business claims to be a small business that values their customers. However, I prepurchased a return label and requested a return exactly 1 month after the item was delivered. I was told, that because I requested a return 31 days after the delivery that I was completely ineligible for return. Not only is the quality of this item misrepresented in the description but they are clearly a ruthless business whose goal is to con customers out of money if they miss a deadline by ONE day. I’m disgusted by this company’s business practices.

  Business response

  06/22/2024

  Hello *******!
  I am so sorry for the confusion! In your email you indicated that the item didn't fit, not that there was any issue with the quality. We inspect every item prior to shipping it out and while we are human and mistake can happen, had we been made aware of any kind of quality issue we could have looked into it.
  
  Since the only indication was that the sizing was off, we did proceed with our post Return Policy. This is available on the Website and App and states that a customer has 30 days from receipt of the package to file their Return. Even with our posted policy our team did make an exception for you to still return for store credit, even though it was passed the 30 days. Again, I am so sorry! If you would like to proceed with the Return we would be happy to process that as discussed. 
  If there is anything else please let us know! We are always available at ******************** ! 
  Thank you!

• Initial Complaint

  06/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased for the first time with MOCO boutique. Included in my order was a charge for $2.98 for a return label. Not only did I not get a label but I am on the webiste now and its not giving me a full refund option - only partial refund with a store credit! I want all my $$ back... not a store credit!! This seems fraudulent!

  Business response

  06/10/2024

  Hello ********!
  I am so sorry for the confusion! The Return Protection purchased doesn't provide a physical return label at the time of shipment, but it does cover the cost of a return label in our Portal should you need to send an item back! This is located on our Website under the Shipping and Returns section. Once you have started the return here, a label is provided.
  
  I also see that your order has two items that were purchased using the code 30DENIM for 30% off. As advertised, these items are only eligible for return for store credit and would not include the cost of shipping or that returns protection. The total store credit will be for the amount of the jeans after the code was applied.
  
  If you have any other questions or need further assistance please let me know or you can always email our **************** Team at ********************** Thank you so much!

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of jeans and the description on the website advised me to size down. The jeans came in and they were too small. I returned the jeans and ordered the size I usually wear. This was extremely frustrating because the website description suggested i order differently. Once the new pair came in, I was very excited to see how they would wear. Unfortunately, The jeans completely lost their shape within three hours of wear. I contacted the company. The jeans were $75 and I wanted to see if they would allow me to exchange them or suggest a different style. They had no problem suggesting different styles for me to try. However, even though the issue I was having was against what was advertised on their website, they refused to allow me to exchange the jeans. They also welcomed me to go to all platforms and review because they stated they loved my review even if it was negative. I couldn’t believe the customer service that I received. When you spend almost $100 for a pair of denim, you expect it to be good quality. It looked like I was wearing a pair of jeans that was huge in the hip and thigh. It was almost embarrassing to wear around halfway into the day. The quality of material is extremely poor. I am assuming the reason why they are not willing to exchange is because they realize all of their denim is poor quality and they know they can’t live up to the claim that they bounce back and hold their shape throughout the day. Buyer beware! If you have much larger hips and butt, these jeans would be perfect for you. If you don’t, it will look like you’re wearing a diaper because of the sag 4 hours in.

  Business response

  05/14/2024

  We pride ourselves on quality denim. Unfortunately, an issue arose when the item(s) were unable to be exchanged due to the item being worn and tags removed. The customer's original sentiment was that she had reached out to ask Customer Service for an exchange and a different style suggestion. We willingly helped offer different style advice as she had already purchased two sizes, we would have explained that she would have wanted to stay with her original sizing.

  The first pair of denim she purchased would have likely been the correct size as denim should be snug, as naturally it will loosen a but over time, however customer chose to size up without conversing with a representative which would have made the denim entirely too large for our customer. As we advertise, all jeans fit differently. We fit check them for you!  We fit check every pair of jeans on women of all shapes and sizes and our sizing advice is very accurate. We pride ourselves on our low return rate as we have 15+ women sizing on each pair of denim. The purchased item, all of our fit team members sizes 14w-24w preferred the sizing advice that was suggested on our website. Additionally, while conversing with this customer, and her stating she was unhappy with the fit, we asked what style would work best for her and we did recommend a totally different style than the customer had purchased! We love to offer different options based on body shape and preference!

  When our customer reached out another time, we were unable to process an exchange because her return did not abide by our return policy. We offered the customer a code and sizing advice for future purchases, but were unable to swap these out for her.

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   The response was untrue.The first pair was so small, I could not get them buttoned. It was a struggle and they hurt. That was the size I was advised by the company to purchase. The size up, which I exchanged for was tight but I wore them because they said they would stretch but keep their shape. The waste did NOT stretch at ALL. Only the hip and thigh. They completely lost their shape a few hours in which is what they are advertised NOT to do. By the end of the day, the waist was hurting because it was STILL tight. But the hip and thigh was baggy and lost the shape. It looked horrible.

  Sincerely,
  
  ******** ******

  Business response

  05/27/2024

  We are so sorry to hear this. After running a report, over the last 30 days, this particular pair of denim has a .2% rate for the item being too small. Out of all the denim ordered and returned, only 22 people marked the item was too small. We cannot verify that these 22 people read our sizing chart and based off of their average store sizes or did not purchase multiple pairs to see what fit best.

  We were happy to provide the advice and a code, but we stand by the quality products we send along with the sizing advice provided. This style of denim may have not been best suited for this particular customer, as we had suggested in previous communications. We recognize that bodies come in all different shapes and sizes, some styles are more accommodating for customers needs than others, and we are more than happy to help with this!

  We would have gladly refunded and assisted in purchasing a pair that would have better suited the needs, however it did not abide by our return policy.

  Customer response

  05/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I purchased the size the company told me to buy. I could not get them on, so I returned them without an issue. The next size up was still tight but I could wear them. However, after a few hours, they stretched out completely and lost their shape in the butt and thigh even though the waist was still tight. All the business keeps talking about is the fit in the waist. That is not the problem. The problem is the company advertises the jeans as KEEPING THEIR SHAPE. Even buying a jean TOO TIGHT…. It still LOST its shape. This is false advertisement and the product does NOT perform as advertised. 
  

  I want a refund.

  Sincerely,
  
  ******** ******

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 19th I placed an order with MOCO for a pair of Judy Blue Jeans. I have not recieved my order. I contacted them numerous times and they sent what appears to be a notification from a post office stating that the item is sitting in Milan Ohio. It has not moved for 5 days. I’m getting very upset as I am now seeing another site on Facebook with the same jeans being advertised by the same models and with same clothing… I feel I have been scammed. My order was $86.07.

  Business response

  04/04/2024

  Hello *******!
  I am so sorry for the confusion! There are quite a few scam companies out there with our stolen content pretending to be us. Unfortunately Social Media platforms have been unhelpful in assisting us in any way to prevent them. We continue to fight, but they are out there for every boutique we know. It does look like our team responded to all of your emails in regards to the packages delays and assured you you would be taken care of if the package didn't arrive.
  
  Fortunately, you did in fact place an order with us! Sometimes it just so happens that USPS misses/skips scanning packages since we are located in a small town and ship hundreds of packages daily. It does look like your original order updated tracking history on March 27th and delivered on March 28th! Because we didn't want you to worry about our legitimacy we did send a secondary package as well on March 26th and it was delivered on March 29th. 
  
  Our Customer Service Team has reached out in regards to the duplicate package so that we can finish getting this resolved, but I do hope that we were able to provide some peace of mind. Please know that you can always email our team at contact@shopMOCO.com with any questions or concerns! This is our one and only email address and our team is always happy to help! If there is anything else please don't hesitate to reach out. Thank you!

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased these jeans online , being told that they were Judy Blue jeans. After they arrived, they are not JBJ. They are ZanAna jeans. They do not have the same fit that was described the others would. Contacted the company and they didn’t want to help me at all since there is such a price difference in the jeans. Which should have been explained to me. Now they said that I can exchange for a store credit of $3.20 but still repurchase a pair of JBJ for $80. Does not make any sense. I just want them returned and refunded. That’s it. I’ve been trying to connect with them for over 3 hours and it’s not going anywhere with them except excuse after excuse. And there was an extra charge for 2.98 and I don’t have that piece of paper on me but it’s on the original that I made a copy of

  Business response

  02/01/2024

  Hello! I am so sorry for the continued confusion! It looks like our team was very helpful and able to explain the confusion surrounding this return. 
  At no time did we offer only a $3.20 credit in exchange for the return of the denim purchased or state we were unwilling to help, for any reason, based on the price of the purchase.  We would never deny help to any customer, especially not based on the cost of their purchase and I am sorry for the misunderstanding.
  
  It appears that the jeans were originally $39.99 and Return protection for $2.98 and a 20% off coupon was used, lowering the price to $34.37 (before tax and shipping costs). Per our Return Policy the shipping and Return Protection are ineligible for inclusion in the return total.
  As a thank you for selecting a store credit for your return, we then offer an additional 10% credit. We do this to thank our customers for continuing to shop with us, but if a direct refund is preferred that is always an option as well; it just wouldn't include that extra 10% thank you.
  
  It appears that our team was able to get you your return label in a timely manner and explain the return process. While we are a small business and ask for up to 24 hours to respond to messages, it appears that we were able to respond within 2 hours. I am so sorry we are unable to provide 24/7 immediate response rates, but in order to avoid using automated systems it does take time for our team to respond.
  
  If there is anything else we can do to help at this time please email ******************** so our Customer Service Team can follow up! Thank you so much!

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Want to return three pieces of clothing that do not fit. Multiple different directions on how to return. On their website it is stated new customers can decide whether to get a refund or a store credit on their first return. I am looking to get a refund and they are not answering my emails or helping me with this. this is after waiting multiple extra days for the item to ship. I want the 165.99 that is the total of the three items I am returning sent back to my card

  Customer response

  10/02/2023

  [BBB Transcription via Email]

  Please close my complaint against MOCO boutique

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 tops from MOCO via tik tok..that main account was disabled by tik tok..the tops I don't like need to return and MOCO said because that tik tok account was disabled they cannot send me a return label or refund me! I can easily send it back on my own I have the purchase label...the order number as well..now they BLOCKED ME on tik tok and don't reply to my emails I emailed 7 times!!! I want my money back and to return the tops!!!!! They are extremely unprofessional...

  Business response

  10/06/2023

  Hello! 
  I am so sorry for the confusion around TikTok's policies and procedures and this return! TikTok has very strict rules and regulations around the orders placed there. TikTok is also responsible for sending return shipping labels to customers which is why we reached out to them, asked them to get your TikTok account reinstated (which we couldn't blocked or disable on our end; this was a TikTok issue) and the return for the 4 items reset so that it could be shipped back.
  According to our inbox, we replied to all of your emails explaining what happened and how to access those return labels in TikTok so you could send your items back! We also suggested reaching out to TikTok Support so that they could email you the labels directly since we could not see them on our end. Again, we are so sorry for any inconvenience their rules and regulations caused!
  If you need further help, please don't hesitate to reach out to TikTok support for those labels, or to our **************** Team at ******************** so we can help get this taken care of!
  Thank you so much!

  -MOCO Boutique

*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. ↩