Complaints

• Initial Complaint

  04/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This business has filed collections against me which is showing on my credit report. I have contacted the collection agency. They know that I am not responsible for this debt as they have the wrong person. My previous married name was *************************. I am now *****************************, since 2020. The person they are looking for is my ex-husbands new wife who is *************************. This business has her name, email, and address (not my info). However, they somehow have my birthdate (which is in question) so they will not remove the collections from my credit. I did not authorize any purchases to be made in my behalf. So either this is identity fraud or the business has severely messed up and got the wrong person. This business won't give me any information when I call because it's not my account (email, address, etc) yet they have it on my credit. Again, I have spoken with the collection agency and given them proof that it's not my debt. I need this removed from my credit and corrected to the right person.

  

  Business response

  06/14/2023

  We have confirmed that ***************************** is not the responsible party for the outstanding balance for *************************. We have updated everything on our end to reflect that *************************, current wife of *********************, is the responsible party of this order. *****************************, ex-wife of *********************, has been removed completely from all records in our system, as well as, has been deleted from the credit bureau records. She does not have an outstanding balance with Wantable or the credit bureau at this time.
  

  Customer response

  06/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  03/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint on behalf of the orders my wife placed I know she had file a complaint as well and the response wantable gave was in true they lied about the bank flagging any charges the customer service at ********************** flagged her 7 box orders for fraud now I know she was not committing fraud the boxes were in her name with her card and they put that her bank flagged them. Her bank payed the charges to wantable and that wantable took away her access to her wantable account and I can say based upon most of the comments left on the bbb website this is a very dishonest company to work with as my wife never even got her money back that she spent with wantable the ***** styling fee for 7 boxes so *****x 7 and now that I can see how sis how at this company is I promise you she has lost all intrest with doing business with a company who doesnt value its customers and is also selling the items at a inflated rate when they cant become a bbb accredited and it seems every response this comany makes is untruthful they either claim to have fixed the problem or claim to not have an account w the said person well of course your the kind of company that deletes a persons profile denies all action that the coincidentally a guest who has a profile can net gain access to said account I think if enough of us file with whats known as a class action law suit we can take down a crooked small company like this making money by stealing from people who return said items they then charge you for them or accept your styling fee and say that your refunded it and the acct was flagged for fraud pathetic this company is gr

  

  Business response

  04/06/2023

  *****' wife ******* placed 7 orders on 03/06/23. The orders were reviewed internally as they were flagged for unusual activity, multiple billing card failures, and a block by the associated bank & credit card processing platform.
  Based on this activity and block, all of *****' wife's orders were canceled and refunded.
  *****' wife called Wantable **************** on 03/09/23 to receive an explanation for why the orders were canceled and demanded to speak to a supervisor. Her call was escalated and it was explained the account was locked and all orders were canceled due to the flags placed on the account.
  *****' wife also stated that if they could not place orders under that account they would try to place more orders under a different name and address. It was stated to *****' wife that it is within the terms and conditions that orders can be canceled at any time for any reason, false advertising did not occur, and the orders were refunded.  At this *****************' wife used abusive language and made threats to the employee on the phone.
  Due to the high risk, block by the bank, and the inappropriate behavior, it was determined that *****' wife's account should remain permanently closed.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Wantable is a subscription box based company, similar to Stitch Fix, where you get 7 items per box to try and have a window of time to keep what you want and return the rest. I regularly order three packages a month, plus they have special themed boxes occasionally. You are charged $20 for the initial styling, and that amount is deducted from the amount of the items you keep, so you pay the difference when you receive your items and decide what to keep. I live in an apartment complex, and have had issues occasionally with not receiving a package. This company was going to bill me for keeping all 7 items for a package I never even received. I explained I did not receive the package to begin with, so they eventually agreed not to bill, and instead gave me a $20 credit on my account; note not an actual refund to me. They also threatened and warned that should this mistake happen ever again, they will not refund or credit me in any way, and instead I will be in fact billed for an entire package I never received

  

  Business response

  04/06/2023

  ******* reached out to our customer service team regarding two packages she said she never received. We responded to ******* to give her the details as to where, and when her packages were marked delivered. We also extended her return deadlines for these packages to allow her extra time to locate them, so she was not billed for anything in the meantime. ******* got back to us once her packages were due for return, to let us know that she still hadn't received them. We immediately covered and took care of the two lost packages for ******* to ensure she wasn't responsible for the items and to ensure she would not be billed for any items. Our item prices start out around $50 and as an entire Edit, can range from $300-$500. Since covered two packages for her and the expense of our Edits are of high value, we wanted to ensure this wouldn't happen again in the future. For her protection and for ours as a business, we added a signature confirmation as a second layer of security to her future packages to ensure she would need to be present to sign for deliveries. As a company, we wanted to provide the best experience possible and to assure her that her next package is going to be safely delivered. We stand firm that we will not be responsible for any future lost or missing packages with this second layer of security. ******* can choose whether or not to continue the service with us knowing this information. We also added two $20 styling fee credits to her account ($40 in total) to cover her next two styling fees on 2 future Edits since she never received these originally. Since she is a continuing customer with us, she did not lose out on her two $20 styling fees that she originally paid. The $40 in credits we added to her account compensated for this and have since been used.

  Customer response

  04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To start off, I have enjoyed a lot of the edits and items I have received so this is disappointing, but this response was what ultimately has caused me to cancel all future edits. First off, of course I used the $40 already in credits; that proves nothing except that Im smart enough to use the money I have already paid. Second of all, I have already received at least one edit since this whole ordeal where I am supposedly required to sign when the edit is delivered. I was not home when this edit was delivered, so who signed for this? My cat? That edit could have easily gone missing (since it was just sitting out in the open for anyone to grab outside my door), delivered to the wrong apartment, etc. and that would have been my fault? I cant be on the hook for that. 
  
  Regards,
  
  *********************************

  

  Business response

  04/10/2023

  The signature confirmation we are requiring for *******'s future orders is to ensure no future packages are lost or stolen and that she doesn't have to experience this again. It is for her protection and for ours as a company that she would need to be present at the time of delivery to retrieve her future packages. If the time that ***** delivers a future package is a time when she isn't home, that's something that can be arranged with them so she can pick up the package or set a date that works best. We have allowed ******* the open opportunity to choose whether or not she would like to continue the service with us with this requirement. We completely understand if this made it more difficult for this to be a service that works for her. We wish her the best and we hope she understands we did this for our protection as a business and for hers.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up and payed for 7 style edits and my card was charged 7 times which it was supposed to be then I got a email saying that they have canceled all my style edits and locked my account after taking ****** call the customer service number provided in the email and they cant give me a answer but will have someone call me no one has called none of my money is returned I want the 7 style edits and they are not going to apparently do them why offer so many style edits if someone cant sign up for them all I payed for them and I have given a bank account in order for you to charge if I chose to keep any maybe you shouldnt offer so many style edits of the customer is able to chose more than one a month your falsely advertising lead me to believe that was the option or I wouldnt be able to get select items cause only certain edits provide items Im livid and expect your company to fix this and unlock my account re open all 7 style edits and ship them

  

  Business response

  03/09/2023

  ******* placed 7 orders on 03/06/23. The orders were reviewed internally as they were flagged for unusual activity, multiple billing card failures, and a block by the associated bank & credit card processing platform.

  Based on this activity and block, all the orders were canceled and refunded.

  ******* called Wantable **************** on 03/09/23 to receive an explanation for why the orders were canceled and demanded to speak to a supervisor. ******** call was escalated and it was explained the account was locked and all orders were canceled due to the flags placed on the account.

  ******* also stated that if they could not place orders under that account they would try to place more orders under a different name and address. It was stated to ******* that it is within the terms and conditions that orders can be canceled at any time for any reason, false advertising did not occur, and the orders were refunded.  At this point, ******* used abusive language and made threats to the employee on the phone.

  Due to the high risk, block by the bank, and the inappropriate behavior, it was determined the account should remain permanently closed.

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of purchase was 10/22/2022o received the clothing items a day late after they sent my order to a different house address that isnt associated on my account. 11/01/2022 my items arrived now on 11/05/2022 I had filled out there survey online & all items in the bag were being returned & reviews were left on there sitenow fast forward today 11/16/2022 Im was charged $75.08 for a jacket thats $90 minus $21.45 (styling fee). Now this item was returned & stated w/ there online form I filled out. So not only am I out $75.08 for the jacket but also $21.45 for the styling fee for an item that I do not have!

  

  Business response

  01/03/2023

  ******* placed her first Cozytober Style Edit order with us on October 22nd and was charged a $21.45 styling fee for this order. The styling fee goes towards the total of any items the customer purchases and is a non-refundable and non-transferrable charge.
  
  When her order was attempted to be delivered on November 1st, ***** flagged the package as having the wrong address listed. She reached out to us via email to let us know the address was wrong. We got her address corrected on her account right away and her package was corrected and delivered to her updated address on November 5th. She continued her service as normal, checked out online, and sent back her returns.

  When our fulfillment center processed her returns on November 16th, they noted that a orange shirt-jacket was not included in the return bag upon processing. This item totaled $90.00. ******* was charged $75.08 for this item once her $21.45 styling fee was deducted. ******* reached out to us via email after these returns were processed on November 16th, to let us know that she did not keep the shirt-jacket and questioned why she was being charged for this. One of our **************** Advocates replied to her email on November 16th to apologize for the mistake that was made and to get ******* refunded right away for the item she said she returned. We immediately issued a refund of $75.08 back to her card on file and we told her that she would see the refund posted within 1-3 days.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back in 2021, I had ordered a few items. Unfortunately, when one of the items was billed, I had lost my job and no income. I did eventually make arrangements to pay about $65 per month until the amount was satisfied. However, my income became scarce again and eventually had no income at all by March 2022. They said I had not made a payment since January; however, I only lost my income in March and was then unable to pay. I have repeatedly explained to them that I literally had no way to make the payments until I found a job. The week of Jun 13, 2022, I had been gifted $100 to help me pay a past due bill and protect me from being disconnected. On Jun 13, 2022, Wantable had taken $25 out of my account, and then again on Jun 15, 2022. I had to cancel my debit card to protect me from them taking more out, as I also found on Jun 20, 2022, they would have continued to do so. The bill bounced on Jun 21, 2022. I did research and found that this tactic is illegal as per the *************************** When I brought this up with *********, she still continued to be berating.

  

  Business response

  08/23/2022

  Thank you for the opportunity to respond regarding the complaint from ****************************
  
  ****************** placed an initial order with us on January 1, 2022 for a Sleep & Body Edit, which contained 7 items to try before you buy and keep or return, paying only for the items kept. This package was delivered on January 17, 2022 and we received 3 of the items back on February 9, 2022. Once these returns were processed, the 4 items kept from this shipment had an outstanding balance due.
  
  Over the course of six months, we attempted to contact ****************** and collect payment for the items kept which was repeatedly declined and she repeatedly refused to adjust her payment plan or return the items she kept without paying.
  
  Per our Terms & Conditions, available at blog.wantable.com/terms-and-conditions/, if all eligible payment methods we have on file are declined for payment of kept merchandise, the customer is required to provide us with a new eligible payment method promptly or we reserve the right to collect payment as needed.
  
  ****************** communicated with us about personal financial hardships and we certainly understand and try accommodate these situations. We repeatedly offered to set up and adjust her payment plan, as well as let her know she could return the items to us so that she no longer owed money. However, after many months without paying the balance, and ****************** making it clear that she would continue to not pay for her items kept, we were required to move forward with turning her delinquent account over to a collections agency. 
  
  

  Customer response

  08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.] The problem is that Wantable pursued illegal collections practices when it began to withdraw $25 every other day. I was in constant communication with them, and never did they offer me to return the items kept. 
  
  Regards,
  
  ***************************

• Initial Complaint

  04/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Unfortunately they have locked me out of my account so I can not get specific dates. I had placed an order with Wantable and they lost my package so they sent me over a new one. I then got another order and I did not keep the items and returned them to the company. I had worked with them for a long time trying to get this figured out and they responded that "I just had to pay it" I didn't hear anything for a while and then I was checking my credit score and saw this collections **** on it. I called and the collection agency stated they couldn't do anything about it and I had to pay it. I did then pay for the one package I got and kept, I refused to pay for the other items I didn't have and sent back. I was then told I signed the contract with the company when I ordered and it was my responsibility. I called the company and they told me that they can't talk to me because it is in collections. I am stuck between a rock and a hard place here with no one helping me. I own my own business, I work with clients and bills and collections and this is NOT ok. I wouldn't walk into Target and give them 400 dollars and walk out with nothing, this is what Wantable is asking for, they are requesting I pay for something I do not have and have not ever owned possession of.

  

  Business response

  06/03/2022

  We have no record of an account with this customer's name, email address, or address. We would be happy to look into this further and determine how we can help if the customer can confirm what information was on file for the account that was created with Wantable. Thank you!

*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. ↩