Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order #WRF153735 ($43.47)I purchased black pull on black pants size XL. The seller switched size and shipped me S size. I sent an email to *************************** and got the ** generated reply below. I tried to go to their website to check with their Live Chat (it was never active). So, no support email reply, no phone to call, and no live chat!! ---------------From: Rafaella Support <***************************> Sent: Saturday, January 11, 2025 1:49 PM To: ******************* Subject: RE: A shipment from order WRF153735 is on the way Hi ***** I understand the urgency of your request and will hand over your ticket to the relevant team for further assistance. Best regards, Rafaella ** Support On Sat, Jan 11 2025, at 09:47 PM, <*******************> Hello I received the pants but the size is wrong. I requested an XL and you sent me Small. I need the pants before my trip on Jan 19th. Can you please help on the exchange. Thanks Maha ************

  

  Business response

  01/16/2025

  Dear Maha,
  
  Thank you for bringing your concern regarding order #WRF153735 to our attention. We sincerely apologize for the inconvenience you experienced with receiving the incorrect size for your Wide Leg Drawstring Linen Pants.
  
  After reviewing your case, we acknowledge that you received the correct size that was ordered. While the item in question was marked as Final Sale, meaning it is typically non-returnable and non-refundable, we understand the frustration this has caused. As a gesture of goodwill and to ensure your satisfaction, our team has already submitted a replacement order for the correct size (XL) at no additional cost to you.
  
  Here are the replacement order details:
  
  Order Number: WRF153784
  Item: Wide Leg Drawstring Linen Pants, Size XL

  
  To further simplify the resolution, you may keep the incorrect item (Size S) at no charge. There is no need to return it to us.
  
  We hope this resolution meets your expectations and shows our commitment to providing excellent service. If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly.
  
  Thank you for your patience and understanding as we worked to resolve this issue.

• Initial Complaint

  01/15/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Filled a warranty request with ******************************** , never received an answer back,Now I cannot even return The item to the store (past the 10 days returning period)All I want is the business honors the warranty.

  

  Business response

  01/16/2025

  Hello,
  
  Thank you for reaching out regarding your warranty request. We sincerely apologize for the inconvenience youve experienced and understand your frustration.
  
  Please note that we do not manufacture or sell suitcases or travel bags. These products are managed by a licensee, and the contact email you mentioned ********************************** is the correct channel for warranty-related inquiries. They should be able to assist you further.
  
  That said, we will do our best to facilitate communication with the licensee team. To assist in this process, please provide the following details:
  
  A copy of your purchase receipt or proof of purchase.
  The store where the item was purchased (name and location).
  The date of purchase.
  A brief description of the issue and any supporting photos, if available.

  
  Once we receive this information, we will escalate your case to the licensee team and work to ensure they respond promptly. If you are not satisfied with the resolution provided by the licensee, please let us know, and we will revisit the matter.
  
  Thank you for your patience and understanding.

  Customer response

  01/16/2025

   
  Complaint: 22816060
  
  I am rejecting this response because:
  

  "Please note that we do not manufacture or sell suitcases or travel bags."

  I do not care about this, all I know is that I bought 2 suitcases with "Perry Ellis" tags on them; manufacturing them in ***** and slapping a "Perry Ellis"  tag is your problem.

  One wheel is seized and I need a replacement under warranty or a full refund , see attached.

   

   

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

  

  Business response

  01/20/2025

  Hello,
  
  Thank you for your response and for sharing additional details about your situation. I understand your frustration and sincerely regret the inconvenience youve experienced with your suitcase.
  
  To clarify, Perry Ellis does not manufacture or sell suitcases directly to customers. These products are produced and distributed by a licensed partner that uses our name under a licensing agreement. While we do not manage or oversee the manufacturing or warranty process for these items, we remain committed to assisting you in resolving this issue as best as we can.
  
  To move forward, I have reached out to the licensee team at ******************************** on your behalf to facilitate the resolution process. They handle all warranty claims for these products and will be best positioned to address the issue. I will ensure they prioritize your case and follow up to confirm they have taken action.
  
  Thank you for your patience as we work to resolve this issue.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  First I placed one order and then within minutes realized it was being sent to the wrong address in *********. I contacted PE immediately and was answered by AI that they would try to make the change to ***********. I had a 20% discount for Black Friday on the order. I reordered to the correct address I inputed the discount and it was not deducted from the new order. I again contacted PE and was told that the money would be deducted only after I received the item in *********** and contacted them. I was also told that I could return the items in ********* and would receive instructions upon receipt. Then days later the order was sent to the incorrect address. The two orders arrived in ********* and ***********. I contacted PE and asked that they take the 20% credit as promised on my order to ***********, and for instructions on how to return the order from *********. I received an AI response saying I would be contacted in 3 days. More than 3 days passed and I have contacted PE repeatedly. This is consumer fraud. You have A! designed in no way to help with simple matters and do not follow through on your promises and have a system designed to cheat the consumer. You could have redirected the order and didn't. You made promises and didn't keep them. I deserve compensation for my aggravation and efforts. I am an attorney and would like to explore class action for other aggreived consumers. What a miserable company. This should be publicized.PESW71JHJC code for 20%Order #2 WPE1099181 Order #1 WPE1099692

  

  Business response

  12/23/2024

  Hello ********,

  Thank you for reaching out and providing additional details regarding your recent orders. Id like to address your concerns and provide clarity:

  20% Discount: The discount code PESW71JHJC was successfully applied to your order (WPE1099181). Please note that this discount code is limited to one use per customer, and no further adjustments are needed as the code was already applied.
  
  Price Difference: After reviewing both orders, I can confirm that the prices for the items in your second order match those in the original order. Please note that order (WPE1099181) included two ties, which were not part of the original order. This accounts for the difference in the total amounts.
  
  Returning Items from Order WPE1099692: To return the items from the first order, you can use the following link to initiate the return process and receive a full refund: *****************************************************************
  

  At Perry Ellis International, we take customer satisfaction seriously, and we strive to address and resolve any issues promptly. We appreciate your patience and understanding as we work to ensure a smooth resolution for your concerns.

  Please let us know if you have any additional questions or concerns, and well be happy to assist further. Thank you for your understanding, and we apologize for any inconvenience this has caused.

  
  

  Customer response

  12/23/2024

   
  Complaint: 22715018
  
  I am rejecting this response because: because you are only applying the 20% to the first order which was sent to the wrong address and I need to return that order essentially I am losing the 20% discount. Plus, it's only after weeks of trying to contact you that I finally get a response. I think you owe me the 20% discount and I think you owe me some discount for future transactions given the unreasonable effort I have needed to expand. If you will not do so, I do intend to investigate whether like-minded customers have experienced similar mistreatment and perhaps look at a class action lawsuit. Your company is really terrible in that you have no actual customer service unless someone files against BBB. Plus I was promised in writing that the 20% would be applied to the second order. Look at the emails.
  
  Sincerely,
  
  **** *****

  

  Business response

  12/23/2024

  Hello ********,
  
  Thank you for bringing your concerns to our attention and for your patience throughout this process. We sincerely apologize for the frustration and inconvenience you have experienced.
  
  To resolve this matter and address your concerns, we have taken the following steps:
  
  20% Discount Applied:

  As promised, we will apply the 20% discount to your second order (WPE1099692) and issue a refund of the corresponding amount to your original payment method. You will see this adjustment reflected in your account within 35 business days, depending on your bank's processing time.
  
  Return of the Cleveland Order:

  You may initiate a return for the first order (WPE1099181) through our return portal here - *****************************************************************. As a courtesy, we will waive the return shipping fee and provide a full refund for the items once they are received.
  
  Goodwill Gesture:

  To acknowledge the effort youve made and the inconvenience caused, we will issue an additional 30% discount code for future use. Please use the code 76JM8K9YF0TB on your next purchase.
  
  We hope this resolution meets your expectations and restores your confidence in our company. If you have any further questions or need assistance, please dont hesitate to contact us directly at ********************************************************************************************************.
  
  Thank you for giving us the opportunity to address your concerns.

  
  

  Customer response

  12/24/2024

  Thank you.   You have recommended everything required to have a reasonable resolution of the matter.    I will wait until I am in ********* iyH next week and make sure that the items there are returned before closing the case.  I do believe it is disappointing when businesses do not have competent customer service and urge you to reconsider this system that you have.   But you have adequately addressed all concerns.  I hope to close the case next week. 

  Customer response

  01/01/2025

   
  Complaint: 22715018
  
  I am rejecting this response because: I advised you in my previous emails that three of the items are technically non refundable.    However, they was erroneously sent to the wrong address and I advised you within minutes.   You responded that you would accept the returns and provide a full refund and pay for shipping.  Now I am in ********* and when I go on the link, it tells me that contrary to what you wrote above, you will not accept the returns.    Please accept all of the returns.  They have not even been removed from the box.  You have a policy designed to fraudulently, and without allowing any customer service to intervene,  to charge consumers for items that they do not want.   How many other like minded consumers have been cheated like this?    It is worth exploring as a lawsuit in my opinion as a lawyer in ***********  
  
  Sincerely,
  
  **** *****

  Customer response

  01/02/2025

  this was the resolution:

   

  Return of the Cleveland Order:You may initiate a return for
  the first order (WPE1099181) through our return portal here -
  *****************************************************************. As a courtesy, we will waive the
  return shipping fee and provide a full refund for the items once they
  are received.

   

  When I go on the site, it will not let me return 3 of the items.  I advised them at the beginning that the items were listed as non refundable and they still agreed to allow me to return them as stated above.   I am satisfied with the resolution but they are not following through on their promise.  I need to return all items.  It was not my fault.  It was their poor customer service.

   

  Thank you.
  

• Initial Complaint

  12/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered 5 shirts on the Perry Ellis website on November 30th to be delivered via ground shipping. I received one of them right away. The 4 others have yet to be delivered or even shipped (currently December 16th). I received no information from the company until I contacted customer service and received an automated response that there could be a delay due to "nationwide shipping volume." Nationwide shipping volume that doesn't seem to be affecting any other company I've ordered from, by the way. I then interacted with their customer service via chat. They were unable to tell me when my order would be shipped (no ETA). Their website currently GUARANTEES Christmas arrival via ground shipping when orders are placed by 12/16. However, they seem to be unable to guarantee my order will be delivered any time soon. FALSE ADVERTISING and extremely **** poor service. Where is my order?

  

  Business response

  12/18/2024

  Dear ****,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for the inconvenience you have experienced with your recent order. We understand how frustrating this situation is, especially during the holiday season, and I want to address your concerns.
  
  After reviewing your order, I can confirm that one of your shirts has already been delivered. However, the remaining four items were delayed due to a replenishment issue at our facility. This impacted our ability to fulfill and ship the rest of your order on time. I deeply regret the lack of communication and the delay you have experienced.
  
  Currently, your remaining items are in transit. You can track their progress using the following link: *********************************************************
  
  While we strive to fulfill all orders promptly, unexpected disruptions in supply chain logistics have affected some of our shipments this season. Please know that we are actively working to ensure the remainder of your order reaches you as soon as possible.
  
  We acknowledge that our website guarantees delivery by Christmas for orders placed by 12/16 via ground shipping, and we sincerely apologize for falling short of this commitment in your case.
  
  As a gesture of goodwill for the inconvenience caused, we would like to offer you a 30% discount code for your next purchase. Please use code 76JM8K9YF0TB at checkout to apply this discount.
  
  Thank you for your patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out.

  Customer response

  01/03/2025

   
  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

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/13/24 I placed an online order for two pairs of shoes. They were final sale items, so no options to return or exchange. I normally would not buy online final sale items, but I decided to go ahead since they were running a **** sale (buy one get one free). Its a good incentive for customers to buy items they may not normally. One of the pairs of shoes shipped immediately and was delivered on time. The other pair (the one Perry Ellis marked as the free pair in the **** sale), still said preparing for shipping. I thought that was odd, but gave it another week before reaching out to support. When I initially reached out, I found it interesting that there was a prompt that said why was my order cancelled? I immediately knew after seeing that prompt, that there was some kind of order scam going on and I would most likely not receive the second pair. I sent a message to support, and received a message that my order was still being prepared for shipping and that I would be notified once shipped. Another week went by, and I reached out again. All the responses are AI automated, so no one is actually looking into anything. Anyway, I reached out 3 or 4 times. Then on 12/9 I received an email saying that at the time I placed my order the boot I have not received was out of stock and I should have been notified and refunded, but there was a glitch in the system. Then it stated I would receive a refund for that item in the amount of $0. This is because it was determined to be the free boot in the **** deal. All of this is a total scam. The boot is still in stock online and it has been this entire time. They offer a **** deal on final sale items, so you cant exchange or return. Then they ship the pair you paid for, while making delay excuses for the other pair. And finally explain theyre out of stock, but use a loophole for refunding the item that wasnt delivered, but its the free item. I want a FULL refund or the second pair of boots to be delivered.

  

  Business response

  12/12/2024

  Hello *******,
  
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration caused by your recent order experience.
  
  When you placed your order on November 13, 2024, the **** promotion marked one pair of shoes as the "free" item. Unfortunately, a system error caused the second pair of shoes to be incorrectly shown as in stock, which led to delays in processing and miscommunication. We regret this oversight and the confusion it has caused.
  
  To resolve this issue, we will issue a full refund for the value of your order, including the item you originally paid for. Additionally, as a gesture of goodwill, you are welcome to keep the item you have already received. The refund will be processed immediately, and you should see the funds reflected in your account within 35 business days, depending on your bank's processing time.
  
  We deeply regret the inconvenience this has caused and are taking steps to improve our processes to prevent such issues in the future. If you have any further questions or concerns, please do not hesitate to contact us directly.
  
  Thank you for your understanding, and we appreciate the opportunity to make this right.

  Customer response

  12/13/2024

   
  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

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 16 NOV 2024 I made a purchase of a salmon/pink linen suit and pants for my upcoming wedding. On 18 NOV 2024, I notice that a ***** label was created but nothing has been shipped yet. I have tried reaching the customer service multiple times via email and chat. There is no live agent in chat to field any questions I have about the order. All I want to know is where is my order and why has it not been shipped yet? Plus, I ordered in mid-November with the understanding that I would receive my suit and pants before the 2024 calendar year. I would like Perry Ellis to explain what is going on?

• Initial Complaint

  10/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered a blazer on August 18th and still have not shipped and the online chat help also had no idea when it will ship.. I'm not sure how a business operates like this. It's either you have the item and can ship it or you don't.

  

  Business response

  10/11/2024

  Hello ******,
  
  Thank you for bringing this to our attention, and I sincerely apologize for the inconvenience and frustration youve experienced with your recent order. I understand how disappointing it is to face delays and receive unclear information, and we want to make this right for you.
  
  To resolve this matter as quickly as possible, wed like to offer you two options:
  

  -We can immediately send a replacement blazer with overnight delivery to ensure it reaches you promptly.
  

  -Alternatively, if you prefer, we can issue a full refund for your order.

  Please let us know which option works best for you, and we'll take swift action to address your concerns. Our goal is to ensure your satisfaction, and we appreciate your patience and understanding as we work to resolve this issue.
  
  Thank you for giving us the opportunity to improve, and we look forward to making things right.

  Customer response

  10/11/2024

  I would really like a replacement blazer delivered.

  Please provide an update via my email here or email from the original order with tracking details.  I really liked the blazer in store, but they did not have my size.

   

   

  Customer response

  10/22/2024

   
  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.

  The business has shipped me a replacement product in a timely manner and i'm happy with the outcome.

   

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

• Initial Complaint

  10/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/18 I ordered a suit set which included a suit jacket and the matching pants and it has not yet been delivered. It is now 10/6 and there have been no updates provided on my shipment even-though the websites expected shipping timeframe (3-7 business days) indicates it should have been delivered by now. On 9/27 I attempted to make contact with the company by following the contact form provided on their website with no response. This suit set is needed for an upcoming event and I am concerned there is an issue with the order or the company cannot fulfill the delivery in time.

  

  Business response

  10/07/2024

  Hello Angelluis,
  
  Thank you for reaching out to **. I sincerely apologize for the delay and lack of communication regarding your suit set order. I understand how frustrating this experience must be, especially with your upcoming event, and I want to assure you that we are taking immediate steps to resolve this issue.
  
  We have reviewed your order, and we will be shipping the suit jacket and matching pants to you via overnight delivery to ensure they arrive as quickly as possible. You will receive a tracking number shortly, allowing you to monitor the shipments progress in real-time.
  
  We apologize for the inconvenience this delay has caused and for not responding to your initial inquiry through our website. Please know that we are committed to improving our service and communication to better meet the needs of our valued customers.
  
  If you have any additional questions or need further assistance, please don't hesitate to contact me directly. We truly appreciate your patience and understanding in this matter.

  Customer response

  10/08/2024

   
  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,
  
  Angelluis ********

• Initial Complaint

  10/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On July 16, 2024, I received an email from Perry Ellis alerting me to deep discounts on the online store. I then spent several hours selecting items from the website and placed an order for 12 items, shown in the attached. On August 8, 2024, I was alerted that they would not be delivering 11 of the 12 ordered items, for which I would be refunded. These items were all listed as "in-stock" on their website when I placed the order. I would like the ordered items to be delivered for the price for which they were ordered.

  

  Business response

  10/03/2024

  Hello ***********,
  
  Thank you for reaching out and bringing this to our attention. I sincerely apologize for the inconvenience youve experienced regarding your recent order. I understand how frustrating it must be to spend time selecting items, only to later be informed that most of them were unavailable.
  
  I will personally look into this issue and review your order details to see if theres anything we can do to honor the original prices and fulfill the items you selected. Please allow me some time to investigate the situation, and I will get back to you as soon as possible with an update.
  
  Thank you for your patience, and I appreciate your understanding as we work to resolve this.

  Customer response

  10/21/2024

   
  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.  In fact, the company went above and beyond to rectify the situation so I will remain a regular customer.
  
  Sincerely,
  
  *********** ******

• Initial Complaint

  09/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on 9/12 and have not received an email confirmation, tracking or an order number, however I see the charge on my account dated on 9/13. I have checked every email I could have possibly put in and nothing. This business has been in business too long to have issues like this. I need help as this is for an upcoming event.

  

  Business response

  09/18/2024

  Hello *************************! Thank you for taking the time for reaching out to us. Upon reviewing your claim, we were able to locate your order. The tracking provided by ***** reflects that the package is out for delivery and will be delivered today to:

  Walgreens 5558
  **********************
  FEDEX ONSITE
  ********* TX 75146
  *************

  You can also track your package with the link below:

  *****************************************************************************************

  Once the package has arrived to the pickup location, an email notification will be sent upon arrival. The email on file when the order was placed is ******************. We apologize for the inconvenience, if you have any further questions or concerns, please let us know and we'll be more than happy to assist you with them.

  Customer response

  09/18/2024

   
  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,
  
  *************************

*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. ↩