ComplaintsforDearborn Denim
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Complaint Details
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Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Wednesday May 8th, 2024 I placed an online order through their website with a 24 hour guarantee or free shipping. The order cost $215, after 5 days of no updates I reached out to the company on Monday May 13th through their website asking for updates and received no response. I placed a call to their retail store, the only number for the business I could find, where they said my only option is to email and that the order is not their responsibility or problem. They refused to allow me to speak to anyone above the employee that answered the phone. I sent another email through their website requesting to cancel the order. I posted on their ******** (FB) page my disatisfaction and messaged their FB page. Finally they responded on FB only and refunded my shipping costs. I responded to tell them to not ship my order and cancel my order, I want a full refund. They did not respond. At this point I sent another email to the business through their website. They did not respond on FB or on email. Today, May 15th, I have received an email stating my order has shipped. So now I have reached out a total of 5-6 times requesting a refund and to cancel my order before they ever shipped or created a shipping label. The company completely ignored my requests, has not responded for my refund and I am at a loss of what to do.Business response
05/16/2024
My apologies for the inconvenience. The order was picked and shipping label created within our 24 hour guarantee. However, tracking did not update, which is when the customer contacted us to let us know of the problem. I created a new shipment and refunded his initial shipping cost as per our shipping guarantee. He then later requested that the order be cancelled. The message was not processed until the second shipment was already shipped. We cannot cancel an order while it is outstanding in shipping. I have offered to process a return when he receives the items free of charge. That is where the situation is now. It is unfortunate that the initial shipment was lost between packing the order and dropping it off at the post office.Customer response
05/20/2024
Complaint: 21717631
I am rejecting this response because: The only communication I have received is through ******** on 5/16/24 where they state they "have preemptively issued you a return label to send the jeans back to us" but I have not received any return label or instructions as of 5/20/24. Additionally, the shipping that I have a copy of in email was from the 5/15/24 and I made two attempts to cancel, one through their website and one through ******** (again the only communication I have received is through ******** and one email of my shipping) both on 5/14/24 as evidenced by our chat records and email. I do not feel comfortable accepting this issue as resolved until the shop follows through with providing return labels so I may return their stuff and actually receive a refund. I am happy to have that resolution when it actually occurs though. I apologize for any inconvenience this may cause.
Sincerely,
***********************Initial Complaint
08/10/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
My husband ordered a pair of jeans on July 6, 2023. We never received them. The shipping address had defaulted to our previous address but there was mail forwarding on that address (we moved in May 2023. The jeans were sent priority mail and there is $100 insurance on them. When I tried to contact the company to find out if they had been sent back because we never received them, we heard nothing in reply. The post office denied our claim which we are disputing. We just want the jeans we ordered or a refund.Initial Complaint
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Blue and Green holiday belt from Dearborn last year. Both were in stock when ordered. Only received the Blue belt. Never received a credit or exchange for the Green belt I did not receive. Purchased both belts long before items were marked sold out. ( I came across Dearborn Denim in order to support American made **** company. Orders had to be exchanged to wrong sizes being sent. Well okay. I like their products but customer service is wanting . . . )Initial Complaint
06/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
ORDER #******. Ordered jeans on April 28 for $75.00. Size was to small sent them back and they received my return on May 11. I sent a email to ****** in customer service on May 25. Still waiting for a reply from this guy. I sent the owner of the company *********************** a email on June 8. He replied that the washers are up and running and processing the stone washes because of moving the factory on May 15. It has been 53 DAYS since I made this order. They have my $75.00 but I have no jeans, just excuses.Initial Complaint
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased 3 pairs of jeans on 8/22/22. One of the pair was too large/size 38.I emailed someone named ****** about the size issue on 9/622.I email again on 12/25/22 and requested they take back the wrong size (38) and send me the size 36 that I ordered. I included photos. ****** requested a tracking number. On 1/13/23 I emailed the tracking number and a copy of my order confirmation. ****** was dismissive and told me that I had waited too long and exceeded the 3 month warranty period. I expressed my shock and disappointment in a final email on 1/31/23. I should not have to work so hard for them to give me an exchange for the correct size. As you can see below I did not order a size 38.The email order confirmation is included immediately below:Dear *********************************,Thank you for your order from New Shopify Store! We wanted to let you know that your order (#******) was shipped via ***** **** Priority Mail on 8/22/2022. You can track your package at any time using the link below.Shipped To:********************************* **************************************************************** Track Your Shipment: ********************** This shipment includes the following items:Item #DescriptionQty 20043632Commuter Dark ********* / 322 SKU20013632Tailored Fit Dark ********* / 321 Thank you for your business and we look forward to serving you in the *************************************** Phone:Email: ******************************* Website: **********************************Business response
03/01/2023
BBB,
The customer's complaint is correct as stated. *** made purchase on the 8/20/22 but did not contact us at Dearborn Denim to tell us about the incorrectly sized sent jeans until Christmas day 12/25/2023. Our return policy states that exchanges and returns are void after 30 days barring some exceptions like defects. On 1/31/23 *** mentioned that he was upset that he would not be able to exchange his jeans five months after they were originally received.
Customer response
03/05/2023
Complaint: 19515140
I am rejecting this response because:
****** never denied that they sent me the wrong size. I informed ****** about the size issue within the warranty period. They are looking to blame the customer for thier mistake.Unethical company with bad customer service.
Sincerely,
***************************Business response
03/10/2023
In the initial complaint, *** claimed that he sent his request within our policy period of returns/exchanges. He outlined that period as being 3 months. Our policy has never allowed for exchanges/returns in that long of a time frame. At the time that *** made his purchase, 8/20, the time frame for returns/exchanges was 30 days for both options. *** also mentioned writing into our help desk to notify us of the mistake sometime in September but in our system there are no messages coming from any ***************************** in the period between August, when the order was purchased until December.
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Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.