Bonobos Reviews

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Overall Rating2.3 out of 5
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Bonobos Reviews

ConsumerAffairs has collected 53 reviews and 285 ratings.

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Customer ServiceStaffReliability

Reviewed July 18, 2023

I was given a chinos pant as a gift and after the first use the zipper broke and will no longer close. I went to the store to see if they can exchange the pant and also called the customer service number. Neither would resolve the issue with the defective product unless I had the order number. I am not comfortable asking the person that gave the gift for the order number, just seems like an odd thing to do for me. I am not asking for money back, just to fix the defective product. I guess I'll end up throwing it in the trash and not buy future Bonobos products. There are plenty of competitors with better customer service with issues.

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Customer ServiceStaff

Reviewed June 6, 2023

I order a suite weeks in advance for a very special occasion so I was trying to track it through their site which directs you to DHL and the tracking # wasn't successful and that has happened to me with every order I have ordered with Bonobos. Long story short, I checked the site again and it said my order was returned so I called their unprofessional 1-877 # and after several weird/sketchy, attempts I got the least helpful sympathetic person I've ever talk to in customer service!!

Basically, she said it was shipped with a return label. That's why I came back. I still don't understand that. I asked if they could re-ship it express and she replied with a simple no… Lol no. I wouldn’t put any faith in this company, it appears to be run by very incompetent group which is too bad because their products are pretty good. It was nice knowing ya Bonobos.

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    Customer ServiceStaff

    Reviewed May 7, 2023

    Last night, I learned of this company while searching for new jeans and decided this would be a good choice to try since the style is the type I like and the prices weren't too steep. This turned out to be not such a good choice. Firstly, before ordering, it took several tries to enter my email for the 15% off coupon for new customers. Okay, not so bad, websites have issues sometimes and it worked in the end, so now I'm excited for my new jeans to ship soon.

    At 7:30 this morning, I get an email saying my order was cancelled without a reason given. So I wait a couple hours for their customer service chat to begin so I can ask what happened. I got connected with an agent named Terrell who said nothing to start the conversation. I said, "Hi, I ordered some jeans last night and got an email this morning that said they're cancelled, but didn't give a reason why".

    The guy ended the chat without ever saying anything. I give up on this company, never going to buy anything from them, and having read other reviews about the quality (lack thereof) of both their customer service and their products, it's probably for the best that they don't get my dollars that I earned by actually providing effort and skill at my job, unlike Terrell.

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    Verified purchase
    Customer ServiceStaff

    Reviewed May 6, 2023

    Lol. It is comical how difficult it was to coordinate an order for my groomsmen. I had to call all 6 individual Bonobos stores where my groomsmen got measured and authorize the payment for their suit. In many cases, the store had not saved their home address (??), which I needed to look up during the call. In two cases, the store's phone had a terrible connection (**??) and I asked the associate to call me back on their cell phone because we were having trouble communicating. In one case, the store did not actually save the groomsmen's measurements when he came in, and asked him to come back in to get remeasured (they offered him a discount on a future purchase as a make good--lol).

    In all cases, the call lasted 15+ minutes, because this seemed to be a completely surprising and novel process that the associate had to figure out, as opposed to the literal business that Bonobos is in. Many times, I was not able to get ahold of someone at the store during the middle of the day when I called, or they asked me to call back, because they were the only person on the floor and they were in the middle of a fitting. This took hours and hours of my time and my groomsmen's time and it seemed like every store had a different process (in one case---"oh can you call back on Sunday? ** handles groomshop and I'm not sure where he saved the measurements" lololol).

    How in the actual ** have you not created an easier way for a groom to coordinate and pay for an order of groomsmen suits? Isn't this, like, something that happens every day? The associate I initially talked to said it would be very straightforward (which, although false, was believable given that it would appear this is a core part of Bonobos' business). Had I known it was actually a ** I would have just given each individual groomsmen specific instructions on the suit to order and had them buy their own (and then reimbursed them) (but then how would they be able to get the discount---who knows).

    This should be super easy: 1) I create a groomshop account and add my groomsmen via their email 2) They get measured at their local Bonobos. Their measurements and addresses are saved to my groomshop account. It's easy to keep track of this info and monitor progress because it is associated with their unique email address. 3) Once all measurements have been taken, I swipe the credit card and the orders go out. That is free advice, you don't need to pay me, but I am looking for a new job right now and it does seem that I could do a better job than whoever is currently leading the GTM strategy. There's clearly some low-hanging fruit here.

    Anyway, at least shipping was fast. We'll see how the suits turn out. Hopefully, I won't ever be getting married again, but if I do, I would rather hand sew my groomsmen's suits than go through this process again. Hopefully, you get your ** together at some point in the future, and do let me know if you'd like to hire me---I would say my first priority is to revamp this process, but it's more accurate to say I would just be creating a process where one does not currently exist at all.

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    Reviewed Aug. 11, 2022

    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.

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    Edward increased rating by 1 star.
    Customer ServicePunctuality & SpeedOnline & App
    After a positive interaction with Bonobos, Edward increased their star rating on July 27, 2022.

    Updated review: July 27, 2022

    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.

    Original Review: July 7, 2022

    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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    Customer ServiceStaff

    Reviewed July 3, 2022

    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.

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    Customer ServiceSales & Marketing

    Reviewed July 2, 2022

    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.

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    Verified purchase
    Customer Service

    Reviewed June 30, 2022

    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.

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    Customer ServicePriceOnline & AppStaff

    Reviewed June 30, 2022

    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.

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