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My review is not on the product. I think the product is good. I received my order today, August 11, 2022, at 1400. I tried on my pants and noticed I needed a different size and fit. I signed in to my account to start the process and started a chat to ensure I was doing the return correctly. I realized that those items were not in stock because of the three different types of pants I ordered and the different sizes and fit I needed. I then spent some time reviewing the site and decided on three types of pants and decided on purchasing five pairs of pants. I then went to check out, but I wanted to make sure I could still use the mid-summer discount that I used on my first order. I mentioned this because when I made my first purchase, I was told I would be able to use the discount if I had to return the items.
The individual I was chatting with throughout the process told me they could not honor me using the mid-summer discount code for this purchase. The customer service representative stated that the grace period to use the code had passed already. I started and have proof that the items were delivered today. My experience and expectations could have been addressed by allowing me to use the discount as mentioned when I made my first and only purchase. What is upsetting is that you are encouraged to purchase multiple items and fits and told you could exchange and return with no hassles. This experience shows that I will pay 30% more for this potential sale. Maybe Bonobo will call me and provide the customer service required to keep me as a customer.
Turns out they had cancelled the item and notified me of that at the time. However, I stand by the horrible customer service because they could have easily responded to even one my inquiries over the past 8 weeks to remind me of that.
I ordered three pairs of shorts in May 2022. This was my first experience with Bonobos. About a week later, I received notice that my order has shipped--all seems fine so far. A package arrived a couple of days later with only of the items I ordered. A few days later another package arrived with one more item. The order status on the website then showed as 'delivered' although one item was still outstanding. I've contacted Bonobos at least three times by email with no response. I tried calling and the phone just rings several times and then hangs up. It's been nearly two months since my order and I neither have the item nor have been issued a refund. It's impossible to get any sort of answer/response from customer service. Not a satisfied customer.
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Hello, this has never happened in my online shopping experiences, I paid for 2 pair of jeans yesterday via Paypal, they were supposed to be on the Paypal buy now, pay later program, that did not happen. I was charged for the 2 pair of jeans, I have no receipt from Bonobos, they took out money from my account, I called Paypal and they have no notice of the money going through their system, the clothes I selected are still in my cart. Bonobos, does not have a customer service agent available on the weekend...shame on them! Either you refund me or make sure that you mail me my two pair of jeans... This is just very weird.
I loved Bonobos! Pretty much all my clothes were from there. This changed last May. I ordered pants while they were having one of their sales. I have been ordering from them for many years with the same size pants. The pants I received were at least two size smaller. They used the same size tags. I took pictures and showed how their own same cut was different. I received NO response. I commented on their Instagram photos, NO comment. Days later someone messaged me on Instagram saying that someone will email me. That was approximately 40 days ago.
I understand that there are shortages of pretty much everything nowadays. I also understand that I can’t return these pants because they were on sale. BUT, selling your valued customers wrong size clothing and not even responding to their questions and emails is unacceptable. If you are struggling with your emails to this extent maybe stop paying for social media ads and hire people who can produce your products without changing sizes. I feel scammed by their sale and I will never purchasing anything from this brand. You can find many other alternatives now.
Title says it all. They “miscounted” according to their customer service where they tried to offer me a discount code (equal to one I used on this item, nothing more) to order a different item. Took three weeks for them to let me know they didn’t have the trunks which I was ordering for 4th of July. When I asked, they did eventually offer expedited shipping but that would only kick in after it left their warehouse, of which they could not give me an estimated timeline. It’s minor but just never shopping Bonobos again.
I want to start the review by saying the product itself, when finally received, is a good quality product, and I am happy with the pants and shorts purchased. My issue lies in everything outside of their product. They start by stating on the website that they are busy and orders will take a while to be shipped. This is okay that it is told to the consumer upfront. What is not okay is receiving an email that says your order is being prepared, waiting two weeks for shipping confirmations to have the order show up unexpectedly because it was shipped with no tracking information.
Okay, but I got the product... No, they were missing an item from the delivery, and it was even on the delivery documentation in the box. You try and reach out to customer service, and they have minimal phone availability; even if you are calling in the 5 hours during the week, they are open to take phone calls, and in my experience, the live chat option is only available about 20% of the time.
To condense the story, they split my order without telling me, provided no tracking information on either piece, said the missing item would be shipped in the next few days, and emailed me two weeks later that the order was canceled. When I was finally able to get on chat with someone, they barely offered apologies for the situation, and tried to encourage me to purchase items that didn't match or were more expensive than the product I initially was looking to buy. The final straw was offering me a coupon code that was less than the one I used on my initial (very large) order. So essentially, They told me if I wanted to get a matching item, it would cost me more than I had originally agreed to pay, but the customer rep was pushing me towards items that were more expensive anyway.
If you've read to this part of the review, congratulations. I really enjoy their products and would excitedly purchase from them in the future if they fix what is happening on their operations and customer service sides, but as it currently stands with their delays in shipping, awful tracking, lack of communication, and genuinely lackluster customer service; I cannot recommend Bonobos.
Horrible company! Wasted three months of my time on two orders that eventually got cancelled from their end. Never received ONE product. I felt they thought I was lucky to get refunded. Don’t rest easy once you’ve received a confirmation email. They will charge you and you’ll sit for a month waiting only to receive an email refunding you.
Read the most recent reviews, they echo my sentiments. Bonobos was a fantastic company with excellent service until about 2018. Since then it’s gone from bad to worse. Delivery dates change randomly, email support will not respond, and the advertiser online chat function is never available. Bonobos has hundreds of dollars of my money, and I have no confidence I will ever get my clothes, and no option to cancel the order and get a refund. The other reviews from the last two years tell very similar stories. This company has stopped providing service or, indeed, sales. Please do not make the same mistake we’ve all made here.
I will start by saying my fiancé loves Bonobos clothing and especially the specialty sizing options. For that reason, it was never a question that he wanted to order his wedding tux there. He started shopping a year in advance, but no matching pant/jacket combos were available in the sizes he needed. Thinking we had plenty of time, he signed up for the product waitlist. Fast forward to just three months before the wedding, and not only do we still not have a matching jacket and pants, but he has had over three orders canceled after getting a notification it was in stock on the waitlist.
He has a long conversation going with customer service, and they even admitted it's not a "supply chain issue" (we tried to give them the benefit of the doubt), but in fact an issue on their end with people in the warehouse. They are doing absolutely nothing to remedy the issue, and we're starting to panic about having a tux in time for the wedding. It seems someone else on here had a similar experience. Do not trust them if you are depending on having an item for an important occasion.
Ordered an entire line of clothes. Nothing fit and returned it all. I ordered and second time and they delayed and delayed it until I just gave up and canceled altogether. This company sucks. It used to be good. Not anymore.
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