Business Profile
Retail Stores
AKIRA HeadquartersHeadquarters
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Dear Akira Customer Service,I am writing to express concerns regarding the refund process for my recent purchase of the Embellished Mini Dress in the amount of $163.49. I purchased the dress in a size large and, upon realizing it was too large, I exchanged it for a medium. I returned the large dress to Akira but I have encountered issues with how my refund was processed back to Klarna.When I requested a return label from Akira, I do not recall being given an option to specify how I wanted the funds returned. After several weeks, I contacted Klarna and inquired about the refund, as I noticed that the funds had not been sent to the company.On December 30, I called Akira to follow up on the refund status and was told that I had requested a gift card. However, I would not have requested a gift card, as I paid for the dress using Klarna and expected the refund to be processed back through Klarna. Additionally, I found it odd that the first ***** mentioned the gift card had been issued on December 9, the same day I returned the dress via **** but I did not actually receive the gift card until December 30 after my inquiry.After the first ***** hung up on me, I called back and spoke with another *****, ******, who explained that no method of refund had been specified, which led to the issuance of a gift card. This contradicts the previous information I was given, and I find this inconsistent and confusing.I am requesting that the gift card be voided, as I did not request it, and that the refund be processed back to my Klarna account as originally intended. I would also like to know why I was not contacted via email to confirm my refund method before the gift card was issued. I do not intend to use the gift card, as I do not usually shop at Akira, and I would prefer my funds returned in the same manner as the original payment.Please let me know how we can resolve this issue as soon as possible.Thank you for your attention to this matter.Initial Complaint
12/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
When I received these the jewels and straps were curling so I requested an exchange. The replacement item has missing gems and they refuse to let me return the item and get my money back. I will not accept low quality products no matter if they are clearance. I have never had a company say too bad they are not to par, but that is your issue. I will never shop from here again. i want to return this and get my full money back.Initial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
AKIRA isn't honoring their own return policy(*************************************************************), which states:"If for any reason you are not happy with your purchase, eligible items* may be returned (received by the shipping carrier) within 30 days of the order date for a refund to the original form of payment, less the original shipping & handling fees.""Original shipping & handling fees" is widely used by retailers to refer to charges paid at the time of purchase - not later charges. If they want to charge $10 for return handling, they need to remove "original" from this statement. Also, the asterisk next to "eligible items" goes nowhere - there is no corresponding footnote - this policy is sloppily written. There were no shipping or handling fees on my order at the time of purchase, so I expect a full refund for the items returned. However, AKIRA wants to deduct $10 from my refund for shipping and handling. As a resolution, I would like a full refund of everything I paid for the items I bought, without a 10 dollar deduction. $318.36 is what I paid and would expect as a refund. It was my first order from your company and unfortunately I need to return everything because it didn't work out as expected. I am willing to return items in store if you prefer. And please update your return policy language to resolve this misinfo.Initial Complaint
11/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made a purchase of clothing and boots on September 27, 2024. In this purchase were pair of Azalea **** Siriusi Booties in white. I paid $69.90 for the boots. I wore the boots only once since I've purchased them. When I took them off I noticed that the sole was coming apart from the boot. I contacted Akira via email and notified them of the issue. I received an AI generated email stating to send pictures of the boots to a link provided and when processing the return to click "damaged". This I could not do due to the 30 day timeframe of the return. I contacted customer service via telephone only to be offered a $10 voucher to be used towards my next purchase. After speaking to another representative I was told to send additional photos in which I did. I was then notified that my request for a refund or replacement of the boot cannot he honored and was offered a $20 voucher towards my next purchase. I have spent a lot of money with Akira and for the amount of money I spent for the boots I should be able to get more than one wear out of them. I received a pair of faulty boots. I did not wear the boots within 30 days of purchasing them so I understand its past the 30 day timeframe but again I should be able to get more than one wear out of the boots, They started to tear apart after only one wear.Initial Complaint
11/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
In placed online order with Akira on 11/07/2024. I paid an extra $30 for expedited shipping. I received the order and one item was missing out the shipment and they sent something that I did not order. I called Akira to let them know. I have received nothing but bad customer service. I informed the customer service representative that I needed the pants for a trip I was going to on Monday 11/11/2024 thats why I did expedited. They have willing to help me. They are making seems as if they sent they pants. I spent over $200 on the order. I buy from them all the time and I have never experienced this before. I would like my pants or my money back.Initial Complaint
09/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This was my first time ever making a purchase from your company. I have walked across your store many times in the and saw clothes I have wanted to purchase but couldn't afford to at the time. I finally see a jumpsuit that I have been eyeing for a while go on sale. Which it went on a 40% off sale. Like MOST of your items, they're not available to look or try on in store. I went to the checkout page just to see how much it would be with the discount and Shoppay logged in and automatically placed the order which was at 11pm on 09/17. The order shipped that same day 09/17 before I could cancel the order. Well I received the jumpsuit and I am livid!!. The quality feels like something I would've ordered from *****. The material is so thin and feels like paper. I called customer service and the stores to ask if I could just get a store credit and not my money back for the item if I returned it since the quality was cheap but since it was final sale they said they couldn't offer store credit. The order was never meant to be placed and there should always be an option to take care of a client especially if most of your stores don't have the items to try or feel the quality in person and also if the tags are still attached. How do you intent to keep first time buyers if this is their experience? All I'm asking for is a store credit not my money back which will still be used with your store. The item is unworn, unused and tags are still attached.Initial Complaint
08/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On August 9th I placed an order which included Item #****** for $59.90. The item was in excellent condition and well-packaged (it is white), however, the size was wrong. I have since ordered the same item twice (order # ********* and #*******) because the item was discolored in some parts. I contacted Akira customer service to complain about the discoloration was told I could not get free shipping to reorder the same item but was offered a 20% promo code. Each time I return the item, I am charged $10. I am extremely frustrated because I am not sure why I cannot get a new, all white vest so I do not have to keep returning them and paying for shipping each time. I was trying to get the item for a birthday event I have on 9/6 and this situation is not helping. I would greatly appreciate a quick resolution.Initial Complaint
08/24/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Returned item I have sent several emails regarding my return of order #********* RMA ****** tracking *** 1Z9987RF9092430971. I have never received a response or my refund.Initial Complaint
07/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I made a purchase with Akira online and received a order confirmation on 4/30 at 6:49am -Order #*********. The order total was $196.36. I made the purchase through Klara with the first payment of $32.73.I received an email notification from Akira on 4/30 at 3:07pm that my order was shipped with **** Ground Advantage. I received an email from Akira that my order is out for delivery on 5/2 at 9:50am. I also received an email notification on 5/2/2024 that my order was delivered at 2:50pm. On 5/3 I called Akira helpline to let them know I received the wrong order. I received one pair of jogging pants that I didn't order. This box had no packing slip. They (Tierra D.O. asked me to email and send pics. I sent the email on 5/3/2024 at 3:31pm with the picture of the box and the item. Akira responded on 5/3 saying that it will be investigated and they asked me to complete the Akira Shipping Claim form. I completed the form and received a copy of the shipping claim form via email On 5/5 at 7:43am letting me know they will reach to me within 8-10 days with a claim update. On the same day at 7:48am, I emailed the support email to let them know if I can't get the products I'd like a refund vs a store credit since I never received the products. On 5/6 *************************** said they can't guarantee a refund. On 5/7 I received two emails asking for a list of all the items missing and pictures of the items with poly bags on top of them showing the white tags. I already sent them pictures. The item did not come in a bag nor did it have a tag or packing list. On 5/9 at 10:16 the Akira Claims Team said they denied my claim because they have video footage of my items being packed and proof of delivery by the carrier. We traded a few emails through 5/10. I made the point that they could've packed the incorrect box, but it fell on deaf ears. I made the dispute with ****** and Akira provided them the same info. ****** said I have to pay, but they have paused payments upon my request.Initial Complaint
03/26/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I have ordered well over thirty orders in the last 90 days. However I only received two orders and the third was misdelivered and i wasn't offered a replacement Instead I have ordered it twice now and it is consistently being cancelled and I just need to know why. I have contacted my bank and set up account with Bolt according to the retail store. I do not understand please let me know what needs to happen for a great customer experience.
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Customer Complaints Summary
40 total complaints in the last 3 years.
15 complaints closed in the last 12 months.
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