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
02/22/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 2/7/24 my return merchandise under order # ********* was received by the company and when I required about my refund on the 14th day the company sent me an email stating the items were final sale items therefore they are refunding me store credit. The items were not final sale items therefore I reject their store credit and have requested that they refund my money to the original form of payment $171.88. Ive enclosed a copy of the original invoice as proof that the items were not final sale. The invoice does not reflect that the items were final sale. This company is trying to keep my money which is unacceptable.Customer response
02/23/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
***********************Initial Complaint
02/21/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
On February 14, 2024, I purchased three jackets as gifts for my two daughters and my mom. The items were shipped promptly. However, when my shipment arrived on February 20, *************************************************************** size large. I immediately stopped the *** delivery driver who informed me the package was given to him open. My items were sent in an unsealed shopakira bag. I am attaching a photo to this email so you can seal the seal on the bag was not used. I contacted shopakira support immediately to inform them I was missing an item. Today on February 21, 2024 I received a reply asking me to attach a photo of the bag and wait ***** hours this is unacceptable. As a customer I should not be penalized for ******************************* mistake.Initial Complaint
02/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I made an in store purchase. Did not wear the clothes at all and can not return to get my money back. Online purchases can be returned. I would like to receive my money back and I would also like to know why it is the stores policy to not ***** in store returns back to the original form of payment but online purchase can.Initial Complaint
11/11/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My complaint is 1st I ordered in store for online and the size was 2 small so I printed off online return refund label and then I called spoke to a gentleman who was not customer service friendly he could not work for the federal government with those customer service skills AT ALL.because I would write him up.But anyway this company don't due exchange they don't refund then u have to wait 2 weeks for a refund just to reorder which makes no sense. I just spent ****** in store but never again this company needs to change there exchange policy and refund properly before 2 weeks can't due business with this company no more you have nice items but I can't deal with a company thats self centered POOR REFUND AND EXCHANGE POLICYInitial Complaint
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased some boots from Akira through klarna and ****** charged me for boots but Akira is claiming to not have my order so Im asking for my money back!!Business response
11/26/2023
Thank you for bringing this to our attention.
Tracking information for the customer's order shows that it was delivered to our *********** location for pickup on November 7th - 1ZAG51520340531308.
We have reached out to the team there to confirm that they have the order and that it's available for pickup. We will provide an update to the customer ASAP.
Thank you,
**********
Customer Experience ManagerCustomer response
11/27/2023
Complaint: 20850209
I am rejecting this response because: The the boots I ordered were for shipping to my address not the store!!! I just want a refund at this point!! I been going back and forth with ****** and Akira and its been a sour deal for me
Sincerely,
*********************************Business response
11/28/2023
Hi there,
The team at our *********** location confirmed that the order is there and ready for pick up.
I am also attaching the customer's order confirmation email showing that they selected our *********** location as the ship to address.
Thank you,
Paul
Initial Complaint
09/27/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
BUYER BEWARE! I input the discount code in several time their system had latency over and over my code did not apply and there is nothing customer service will do for me! Coupon was for 25% off and it did not give it, items were final sale so they told me to buy all over again and try again to use code and return the first order But the website clearly says final sale cant return so they offered nothing HORRIBLE customer service ! HORRIBLE Im just out $100!Initial Complaint
08/16/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order on 7/31, Order # Order # *********, *** tracking 1Z9987RF0390473842. To date I have not received the merchandise I have paid this company for. I have confirmed with *** that the package shows to be lost in their system. Akira has confirmed on their end as well that the package is lost. Instead of this company returning my money to me , they are requiring that I go through a long investigative process with a third party company to open a claim and wait 20 days for a response. This is an unethical business practice. I am in receipt of emails from Akira customer service as well as *** customer confirming that the package is lost. any investigating should not involve the customer. I have sent via email a request for a refund and have been denied . In addition I have filed a complaint with the Federal Trade CommissioBusiness response
08/18/2023
Thank you for bringing this concern to our attention.
What the customer stated is correct. If a package is lost in transit, our practice is to proceed with filing a claim before we can present a resolution of either re-shipping the item or issuing a refund, depending on what the customer would prefer. We quote ***** business days for claims to be completed, but claims are usually completed much quicker than that.
In ******'s case, the claim was filed on the 14th, the affidavit was completed by the customer on the 16th, and it is already in the final review process.
As soon as the claim is complete, we will quickly process a refund back to the original form of payment.Thank you,
****Customer response
08/18/2023
Complaint: 20481722
I am rejecting this response because: Akira has received notification from the carrier that this package is lost, in addition they have also confirmed that this package is lost. I will not be apart of any investigation , this is YOUR JOB and should be kept between you and your vendor. I have paid you for goods that you have not delivered, you have confirmed that I am not in receipt of the goods that I paid you for, I am demanding for the second and final time a full refund.
Sincerely,
***************************Business response
08/31/2023
Hi there,
Fortunately, because the customer completed the form as requested and the claim was in the final stages of being reviewed when we replied to the first complaint, the claim was completed and the customer was refunded in the amount of $138.06 on August 24th back to their **** ending in 8578. It usually takes a few business days for a credit to post to an account, but please advise the customer to look through their transaction history or confirm with their bank/card issuer that they received that refund.
Best,
****Customer response
08/31/2023
Complaint: 20481722
I am rejecting this response because:To date 8/31/2023. a refund from Shop Akira has not posted to the credit card account ending in 8578. I would like to see supporting documentation that the money shop akira is in receipt for goods that they did not deliver on has been refunded. in addition, I have checked with my credit card company and they have confirmed that a refund in the amount of ****** has not been received. This is another indication of the poor customer service and unethical business practice this company demonstrates. I have also reached out to this company via email to let them know I have not received my refund. I hope that the BBB can use their resources to expose this company
Sincerely,
***************************Initial Complaint
08/01/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
This company is one of the absolute worst and I will never shop here again and will tell all I know to do the same. I ordered a pair of shoes that came damaged, which seems to be a constant issue with this store, so I reached out to customer service. Never received a return label. Hung up on serveral times, no response to emails. Finally months later someone gets back with me. I sent the shoes back and I WANT MY MONEY BACK. The customer service agents if they ever get back to you are despicable and rude! Typical for companies like this. I want my money back and be done with them for ever. Never again.Initial Complaint
06/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was not told by the sales agent that the store does not issue refunds. I made a large purchase and was given store credit. I'm hoping I can get a refund since I was not told that there are none before I made the purchase.Business response
06/27/2023
Thank you for bringing this matter to our attention.
We were in communication with the customer earlier today, and we explained that our in-store return policy is clearly stated on our website and also printed at the bottom of every transaction receipt. I have attached a copy of the customer's receive from their purchase at one of our locations, and you can see the note at the bottom that states "EXCHANGE OR STORE CREDIT ONLY. No case or credit card refunds". There is also a picture of the checkout station at our Water Tower location where the customer first made their purchase which has signage speaking to the exchange policy. The signs also state, "No cash or credit card refunds".
Please let us know if we can provide any additional information in the meantime.
Best,
****
Initial Complaint
03/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Akira is so money hungry that even when they make a mistake you have to just deal with it. I shopped at Akira in **************** in *******, ***** on 03/25/23 at I bought approximately $400 worth of clothing the cashier ****** left a security tag on a jacket that I bought and was planning to wear that night at an engagement. I didnt realize that the security tag was left on the garment, but I was told when I called back to the store that its my responsibility to make sure there are no security tags on the clothing. I also requested a full refund and they stated they never give refunds no matter the circumstances. I as told by ****** the asst ******* to go to ********** and get an industrial magnet to take it off, because I realized that the security tag was left on at 8:00 and it was too late for me to drive back to Willowbrook Mall I live by ************* in ************** the trip alone would have taken me an hour plus. Therefore, I asked for another ******* and she stated that there was nothing that could be done. I wasnt going to ********** to purchase and industrial magnet to get the security tag off Why Should I It should not cost me more money for something that was not my FAULT!!!I wanted my money back because I wouldnt be able to wear the jacket for the occasion it was bought for, but what I did realize is the reason I couldnt get my money back is because the jacket was full of broken chains, so they dont want it back because it wont sell because its damaged. My observation of Akira is that they are very money hungry they have an intense NO REFUND POLICY. That is so they keep all money you can exchange for another item Shame on Akira for such a lousy policy,
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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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