This is a joke. I live in Canada, so I pay extra for shipping. Used my Torrid cash, this is no longer a good deal. What a rip off. Buyer beware.

I have had to call Torrid 4 times in the last 3 months regarding various orders. Once to place an order because their site would not allow me to use the coupons, I had to hold for over 30 minutes. The second time I held for over 20 minutes. Last week I had to email the about an order placed in November that I never received. Over a week later I finally get a response saying it didn't go through. It did because I had a confirmation and they had emailed me that one of my items was sold out and couldn't ship. Fine, this week I tried replacing my order using a Haute cash coupon they gave me with printed redemption dates of 10/6/17-1/9/18. The code wouldn't work online so I had to call again. I spoke to someone who clearly did not know how to listen, he kept repeating the same thing over and over. I asked for a supervisor 6 times, and was denied each time until I finally flipped out. He agreed to honor the coupon for me if I placed the order, so I did. $250 of which I was supposed to receive $100 off. I even sent a picture of the coupon to their email, which he didn't have access to... The order went through and then he tells me it will take a few minutes to show up and that I should call back. I did not just spend 30 minutes on this call to call back and go over it all again. He gave me his operator number and claimed his name was Nelson, and said if I sent an email again with the coupon and his name and operator number, they would honor it. Today I get the response saying they won't honor the coupon. I called. Poor girl. She claims she tried to help, but Nelson didn't leave notes in my order. She supposedly spoke to a supervisor, they denied it as well. Now this order has shipped, which is a miracle considering their recent track record with ridiculously long shipping times of two weeks or more, so I'm stuck with all of it at a much higher cost than expected, or stuck paying to return all of it.

This store is a good store! I got what I needed from this store. This store has interesting items. This store has stylish items.

Absolute nightmare
I made the original order on April 11 2021 the total was for 149.08$ which immediately was taken off my card, on April 16 they said they didn't have the denim jacket (only reason i ordered the whole outfit) and I wouldn't be charged anyhow so they took 97.57$ off the 149.08 that was in my actual balance not my available balance if you kno u kno, anyhow so they failed to notify my bank that the other 51.50$ could be released so it sat in limbo for ten days but they sent three a refund for a whopping 3 cents, now to make a already bad situation worse the package said delivered and I definitely didn't so I called they said I had to wait five business days for a replacement or a refund which ever my choice, well instead of me taking the chance of the replacement never making it, I chose the refund so I called and the representative was really nice he was like almost the most polite person I have ever encountered in customer service lol, he says he can't refund the shipping fee in the same transaction as the refund for the items so I would get one for 6$ and odd change and one for 91.03$ well next day I sure got that one for 6$ and no sight of the other so I emailed amd called and they assured me that the refund for 91.03$ was processed and it's in my banks hands (Pnc) this isn't my first rodeo I have done a refund /return and it takes 36 hours at the most and I'll have it and I still don't, it's just insane that they sure took the 149 all at once now I'm getting my money back in numerous incriminate and small ones at that it's just a hassle and I think it should have been handled differently period so if I ever shop with torrid again it won't be online I will definitely go to the mall this is insane torrid get it together it's probably because they are in China probably running a sweat shop with a bunch of 6 yr old kids it's just crazy

I have read bad reviews in the past about returns and so I would always only purchase what I knew would fit me. This year I needed a new winter jacket and was hesitant but decided to try it out. It didn't fit so I tried returning it. You have to pay for the shipping but during my return process it clearly said free shipping so I contacted customer support and got the shipping reimbursed. Today the return finally showed up on my credit card and didn't give me a full refund. They still owe me $65 bucks! So now this will be a fight with them just like it was about the shipping and will likely take a while to get the remaining amount refunded. So my advice to anyone buying online is to only buy what you know will for sure fit you. Just horrible dealing with this. First they lie saying the shipping is free but it's not then they don't give you a full refund.

UPDATE DEC 8/22

Today I got an email back stating they'll put $10 bucks on my account so I called them and I received a partial refund of what they still owed me. They won't budge on giving me the full amount of what they owe me so they still owe me about $12 bucks. It's BS is what this company is. They don't know the difference between CAD and USD dollars. Their calculations were 100% wrong. They truly think it's ok to only give partial refunds and try to explain a nonsense explanation on the differences between CAD and USD which aren't even close to being right. They try to confuse you with saying all these different things and circle back around to what they "think" the correct amount is. So I told them I'm done with them, give me what they're offering me in return and they'll never get my business again. Which why would they care? They're making money off Canadians this way by ripping us off! I threatened small claims court if they didn't give me my full refund so them offering just enough that can't be taken to small claims court cuz what court is going to entertain 12 bucks?! Unbelievable. NEVER SHOPPING THERE AGAIN!

Okay so here it is so as I made the order on November 30th I was I get a text message saying that the package was delivered December 9th cuz I find out the package was still in Ohio and I live in San Francisco so then telling me that the so then they're telling me that was two packages when the supervisor only gave me one tracking number so one package comes with one shirt on Monday so I'm still waiting for the other 17 items that I ordered on the 30th so I'm sitting in my office today it's now November 17th still no package so I just got a text at 6:46 p.m. stating that my package was delivered I just left the office 15 minutes ago nothing came Torrid is such a joke you people are spending your money at this company and they don't give a damn dinner I probably didn't even send a package so I'm on there with customer service they're telling me to go back and look tomorrow and then give them a call back but according to their records it's delivered yet I just left the office and like I said nothing's there but yet they want me to wait 5 days before I get even entitled to a refund who the f*** do these people really think I am I'm not stupid it took $350 from me and I got nothing but one striped shirt you know what I'm not even going to deal with these people tomorrow I'm just going to contact a lawyer cuz I'm tired of these company taking advantage

I've been a loyal customer with Torrid for over 9yrs. I've stayed a customer because at first I thought they had good quality items, though a bit pricey! I still loved their quality and fits. However, lately the quality of items I've purchased with Torrid have been horrible and cheap to say the least. Not to mention they're still milking "Covid" as an excuse for two week delays on orders. They never have any explanations or updated information regarding orders once they're placed. It's like once they get your money and your order goes through they pretty much do as they please. Getting a representative on the phone is at least a 20 minute hold. Then you hold 20-30 minutes for them to transfer you to another line only to sit on hold again. It's ridiculous! Finally someone gets on the phone and their knowledge and incompetency regarding your order is quit disturbing and annoying to say the least, again! It's been almost two weeks and my order is still in "process" and no further information is available according to service rep. They are nonchalant and truly don't care. They give the impression as if I'm wrong because they lack knowledge and proper customer service skills. It's not rocket science people! "Liz" you're going to lose lots of loyal customers if your business associates continue to conduct themselves like this. STOP MILKING COVID as an excuse for terrible customer service and two week shipping delays. It's getting old. Get your ship in order or give it up. Your lack of concern for customers is never a good look for your business especially because your longevity is solely based on customer purchases. Hope this review helps other customers. Enjoy your day!

I placed a very large order with Torrid about six weeks ago. The package came, I reviewed the contents and selected about 10 items I wanted to return. I called Torrid MULTIPLE times to get a return address label for the package containing the return items. Their website states that returns are free and as this was a large box (with three pair of shoes) I knew it would costly to mail.

Each time I called they would have a new excuse--"you'll get the label in three days", "my supervisor will send you the label", or they would simply put me on hold for interminable periods of time (perhaps hoping that I would give up). You only have 60 days from the day of purchase to return your items for a full refund.

I spent TWO WEEKS calling them only to have them rebuke my every attempt at getting a simple mailing label from them. I then located a physical Torrid store in my area--thirty miles away, and took my return items to them. They took the items and processed them without issue and said it would be 5-7 business days to get the refund -- I received it that same evening.

Their behavior with me tells me that they do NOT want you to return anything and they are trained to put up every obstacle possible to prevent you from doing so and to ideally run out the clock. I have returned hundreds of items that I purchased online and I have NEVER encountered the types of obfuscations and flat out lies that their Customer Service area is well-practiced in the use of. This systemic obstinance around returns would appear to be a well-ingrained part of their store policy.

Unless you want the headache--do not order from them online. It is not worth the hassle.

Isn't Torrids a big girl store?! Every time you all get a new clothes line you have skinny models modeling?

I've been a loyal Torrid customer for years. A majority of my clothing comes from Torrid, both work and personal. Lately their shipping and customer service have cone completely down the drain. I placed an order on June 15th, it is now the 28th, and I was finally told today that it wasn't going to ship until July 5th... 20 days AFTER I placed my order. I've sat on the phone on hold for upwards of an hour with no answer. I emailed customer service and didn't hear back for days, and when I finally did, it was just a boiler plate response. Finally got ahold of someone on the chat function today (after waiting 34 minutes for an agent), who confirmed the July 5th ship date. The kicker? I placed ANOTHER order on June 20th that has already shipped and is expected to be delivered in a few days! I cannot for the life of me understand how my order on June 20th shipped before my order on June 15th, and WHY IN THE WORLD it's going to take until July 5th to ship my order?! These are the questions I asked the chat representative, who promptly DISCONNECTED THE CHAT instead of answering me. You better believe they charged me IMMEDIATELY for the clothes I purchased though. Torrid has just lost a loyal VIP customer. Their customer service is sickening and their shipping is pathetic.

I've been a customer for years since Torrid opened their first stores. Loved the edgy look and they didn't offer that at any other store for bigger girls. Torrid has gotten super greedy since then. Their prices are set super high and their quality has gone down. The "normal prices are set at 30% - 40% off the MSRP. Which is the everyday " Sale" online and in stores. Customers earn Torrid cash depending on how much they buy for their Torrid Cash 50% sales but then their prices go to full price during these "Sales". Straight back up 40%. Whoever prices their items knows it's near impossible to get to $150 Coupon amount ( for example) no matter what clothes I pick out it almost always goes to $149 which forces you to buy either something else or an accessory. There was only one sales in their history they put certain items at their normal 30% - 40% off price you could also use your earned Torrid cash on. I spent a lot at Torrid and in the Rewards program you get $20 off if you spent $200 but that takes forever to get to you unless you buy in store. They are $40 behind on my account this past month. Also, after you purchase items you really want and everything shows it's in stock and then a week later you get emails that it was cancelled. This happens a lot. Dealing with many companies and orders this is the most unprofessional company I've ever dealt with. Several times I noticed they still charged me for it after they tell me it was cancelled in my order.If you pay with a Torrid Gift card don't expect to get your gift card amount back unless you spend days, weeks, and hours upon hours with customer service " specialists" trying to get just one $20 card out of 3 gift cards refunded. I had to spend additional 2 weeks to get the other 2 amounts back. Customer service is HORRIBLE. They'll say anything to get you off the phone. Also, several times they sent me the wrong items and they tell u to keep it and they'll send you the correct items out right away. But they are just telling you that to get rid of you. That item was sold out over a week ago! 3 orders in one year had clothing that had holes in them from someone who was way too happy with the price tag gun or white permanent staining indentations on black dresses I ordered for an event. They never credited my account after many calls later. I gave up. And they want you to. The clothing description on their sites are incorrect as well. For example, I purchased a pricey bra that supposedly had padding and it didn't. Material and washing instructions are different on the actual clothing then what it says on site which caused me to get stuck with a Dry Clean only item. Also, if you pay with PayPal forget getting a return done. It will take months. Torrid has become nothing but a big scam. From a former longtime customer. P. S If you have a Torrid card and you use it to make purchases make sure you get a breakdown on your charges especially if you purchase a lot.

If you try to use your multiple haute cash you'll have to speak with a personal shopper LOL! Don't do it unless you want to ruine your day speaking with people that are incompetent with only one supervisor running this place that tells you things like "You know better than that" and laugh and argue on the phone. You call that a supervisor? Really? Last two online attempts this one included were a disaster! One was fixed with an apology and now I'm waiting for this one to be resolved. Every store I've gone to never had an issue very helpful with even trying to help you shop except once they had me pay for items I wanted but didn't make it in the bag was told they'd ship it to me never did but when I brought it up when in store the same manager apologized tracked the shipping saw I didn't receive it and gave it to me no problem. So cuddos to Roundrock store manager and to the individual that resolved my issue with my bad online order. But what bothers me is the CALL CENTER won't put names is a total JOKE! Should of never been hired these two individuals are totally disrespectful! I love Torrids products but have to ask myself why are you putting up with all the hassle it takes and inconvenience lately just to have their products when people like the call reps and supervisor there today are representing Torrid and making it such an unpleasurable experience is it really worth all this time and headache? Why are these bad apples representing them? Years never had a problem and lately that's all I'm getting and everyone makes mistakes so the other issues were petty just time consuming and this one today was a NIGHTMARE for a business owner I guess since it's a corporate it's lost it's whole reason of good customer service values and one customers input doesn't matter anymore! Sad and disappointing!

I have been shopping with torrid for thirteen years and have never seen their customer service so bad. I ordered two orders on the twentieth of this month. Torrid cancelled both of those orders with out telling me. They used up my Torrid cash and all my credit to put these orders in. They canceled my orders because my husband used his card to pay for it. Again, no notification to me that my orders were canceled. I had to find out by looking on the app. I attepmted twice to reqch them by emIl and didn't hear anyhong back besides the csnned email saying someone would reqch out to me. They never did. The credit charges are at this time still pending. I still have no Torrid cash. I still have no credits so it still looks like I have to pay all the money that I paid out which was about $1200 excluding Torrid cash and credits, With zero product to show for it. Customer service was not willing to reinstate my orders. They were not willing to fix the credit issue on their end. I checked with the credit card company. They are waiting for Torrid to release the funds back to the card. I spent almost a week waiting trying to find out about my order. Worrying about when it was going to ship, when it was gonna arrive etc. There was 0 effort put in by customer service to make it right. Even though they said they would credit my account they have not. I would have to go back online and order everything again, hoping they had my items in stock, and then hope that they don't do this to me again. I will no longer be shopping at Torrid and I highly recommend that if you would like to avoid this kind of grief that you find someplace else to shop as well.

I placed an order on July 24th for a pair of shoes. I received notification on the morning of July 25th that my order has been canceled. No explanation as to why, only the number to reach their customer service office. After reaching out to them, I was notified that my order was canceled because they no longer have it in my size. I decided to place a second order the very same day for the same shoes but of course in a different size along with a bathing suit. 2 DAYS later I received another email stating that my order had yet again been canceled. Discovering that I had to go through the whole Ring around the Rosie again to figure out why my order was canceled and when I was going to get my money back, I called customer service. This time I asked him how often the items and they're availability on their website are updated. She assured me that it was updated every 24 hours. When I explained to her my situation and that it had been 48 hours since I'd placed the order, her whole tone changed. How could the items and their availability be updated every 24 hours but it took you all 48 hours to let me know that my products were no longer available? What makes matters worse, is that I had paid for overnight shipping so the shipping date that was given to me as far as when to expect my items to be received, was today July 27th. I think it's safe to say I will not be receiving my items. I then asked her when I was going to expect a refund, or for those charges to be taken off of my account. She assured me that those were only pending charges and that the charges are not finalized until the orders have been shipped. With that being said the pending charges, I have been told, should drop off within 2 to 3 days. By this time after reading other reviews from other customers with the same or similar issues, I probably shouldn't expect to see my money back on there until Christmas right? LOL. This was my FIRST and LAST shopping experience with the infamous Torrid...

About a week ago I placed an order for 2 items during the buy one, get one 75% off. A few days later I got an email saying one of the items were no longer in stock so that item was canceled. I called them right after reading the email, and ended up buying a different item with the 75% off. Two days after that I received another email now saying that that item was canceled due to it being out of stock.

Now I wasn't upset the first time, things happen and the lady I spoke to was very nice... But two times... Seriously? When I called back the second time I wasn't a happy camper. I was told the same thing the like the first time, but this time I didn't want anything else except for the 75% to be honored when the shoes came back into stock. The guy was nice, but I didn't feel like he could give me that 100% guarante. I mean how many times is someone told one thing, and then something else when they go back to do/order something. So I asked to speak to a supervisor, because I wanted to make sure that I will still get that 75%. Here is where it got good.

I waited on the phone for not 1 hour. Nono... Not 2 hours. No that's to easy... I waited for 2 and 1/2 hours. Listen I am determined sometimes, and this was one of those times. It felt like a game to me, so I made it one. I posted on my fb about my little game. People enjoyed it, my neck however was hating me by the 2 hour make. Finally I get a supervisor, he put a note on my original order, told me when I order the item to call them and ask for him. He also gave me a gift card for my troubles. I didn't tell him that I made it into a game.

Moral of the story... I guess is when you order via torrid online. Be aware that you might not get it, and that being persistent pays off in the end.

I've been shopping at Torrid for about four years online. I love their clothes and was a big fan until recently. This was the first time I needed to return something but Torrid makes it impossible to return anything. Unlike other stores who provide the return label on their site, Torrid will give you the runaround and will blame USPS saying it's their responsibility to send the customer a return label after the return starts. Why? What store relies on the postal service to send their customers labels? They also give you some BS excuse about their supervisor having to sign off on all returns. I waited nearly TWO months for a slip. I emailed numerous times and called and still nothing. I could not get to the store, which is all the way across town nor should I have to. If I wanted to go to the store I wouldn't be shopping online! I cannot believe an online store makes it so hard for people to return but then again, they do this on purpose. They don't want you to be able to make a return or get your money back so they actually are stealing from customers.

I don't care how nice your clothes are. If your customer service STINKS and you purposely make it hard for customers to return things so you can dissuade them not to, that is inexcusable. Just because of their return policy, I am not sure if I will continue shopping there. How can customers shop at a place where they don't trust that they will get their money back if they have to return something?

This isn't the 80s anymore and big women have tons of options when it comes to purchasing clothes now so no one has to put up with Torrid's games. Every other store I've ever shopped from offers the return label ON THE SITE as well as they will email it to you. Torrid is the only one who doesn't do this.

If a store cannot afford to honor returns then they don't need to be in business. It only takes ONE thing, one thing to lose a loyal customer. No matter how much I've enjoyed their clothes, this one situation will be the only thing I associate with them now. And instead of encouraging people to shop here as I have for years, I'll be sure to warn them about this return policy. This needs to be changed IMMEDIATELY. Shame on you, Torrid. So much for being a valued customer. Now I'm stuck with a blouse I can't do anything with except throw away.