Hi Michelle! We’re really sorry for the frustration this has caused, and we understand how upsetting it feels to see a full Edit charge while your return is still in transit. That’s never the experience we want you to have, and we know it can feel stressful even when the charge is later reversed.
When a return is sent back, our system relies on the carrier scan to confirm it’s on the way. While we don’t have direct control over when a local post office scans or activates a return, we absolutely want to help account for any delays that could create an inconvenience. These situations are not the norm, but we understand they can happen, and we don’t want you feeling stuck because of a carrier delay.
If your post office has had issues scanning returns right away, please reach out before your checkout deadline so we can review the account and arrange a longer extension when needed. You can also send us a DM on any of our social media pages for time-sensitive help so we can step in as quickly as possible.
We’re sorry this has shaken your trust, and we’d appreciate the chance to help make the return process feel smoother and more reliable for you moving forward.
Hi there! We have an update for you! Looks like what you experienced with our box preview was a glitch and our engineering team has worked hard to fix that minor setback. While it doesn't change that our box preview works more as a recommendation based on your quiz answers, we want to make sure that what we offer aligns with what you filled out, on top of what your real, human stylist ends up curating eventually. We'd like an opportunity to earn back your trust, so please reach out to us on our DMs via social and we're happy to offer you a credit to get another Edit started. Thank you!
We’re really sorry this was your first impression, and we completely understand why that preview felt disappointing. Seeing items that don’t feel aligned with your style can be frustrating, especially when you’re expecting a personalized experience.
We do want to clarify that Wantable uses real stylists. The Box Preview is a recommendation based on your quiz answers and available style signals, but it is not the full picture of what we have to offer or the final say in your Edit. Your stylist will still review your order, consider your notes, preferences, sizing, lifestyle, and feedback, and make adjustments before your Edit is finalized.
That personal styling step is something we truly value. We never want the experience to feel like an algorithm is making every decision for you, because a real stylist is still part of the process.
If a preview ever feels off or not quite like you, we’re always happy to help before the order moves forward. You can email us at [email protected], call us at 855-926-8225, or send us a DM on our social channels so we can add more direction for your stylist and help make your Edit feel more personalized.
We’d really appreciate the chance to better understand what missed the mark and help show you the kind of thoughtful styling experience Wantable is meant to provide.
Hi Jennifer,
Thank you again for sharing all of this with us. We’re truly sorry for the stress and frustration this situation has caused, especially after being a longtime Wantable customer and having previously had such positive experiences with us. We completely understand how upsetting it would feel to worry about being charged for items you never received or to feel like you were not able to get clear help when you needed it most.
We did take a closer look, and we can confirm that your return for order DM580214633 has already been scanned and received at the post office. Since the return is now showing movement in the return process, you should not need to worry about being charged for the full Edit.
For order DW785757013, which was lost and later disputed, the bank has already issued the refund through the dispute process. Since that was handled through your financial institution, any additional questions about that refund or dispute would need to be coordinated with your bank directly.
We also want to sincerely apologize for the inconvenience and added worry this has caused. If you ever have trouble reaching us about an urgent concern, especially anything involving a charge, please know that email is not the only way to contact us. You can also reach our phone team at 855-926-8225, or send us a DM on our social channels like Facebook or Instagram. Those are also active ways to connect with our team, and we want to make sure you’re able to get support as quickly as possible when something needs immediate attention.
We truly appreciate you giving us the opportunity to review this and respond. We know this was not the experience you expected from Wantable, and we’re sorry for the frustration it caused.
Hey Lindsey,
Thank you for sharing your experience with us. We’re sorry your Edit did not feel aligned with the preferences you shared, especially around the fit and styles you were hoping to receive. We completely understand how important it is for your notes to be reflected in your curation, and we appreciate you taking the time to let us know.
We also appreciate your patience while our email team works through a high volume of inquiries and requests. They are doing their best to respond as quickly as possible, and we understand how important timely support is when you’re waiting for help with your order.
We sent you a reply to your email with more details, including the solution you were looking for with your styling fee, along with a recommendation we hope will help improve your Wantable experience moving forward. Please take a look when you have a chance, as it includes confirmation of your styling fee refund and the next steps we’d love to offer.
We truly appreciate the opportunity to address this and help make things right. We know trust is earned, and we’d love the chance to provide a better experience. For anything urgent in the future, you’re also welcome to reach us by phone at 855-926-8225, through live chat, or by sending us a DM on Facebook or Instagram so we can assist you as quickly as possible.
Hi Kelly, thank you for sharing this. We’re really sorry for the shock and concern this caused. Seeing unexpected activity on your bank account can feel alarming, and we completely understand why you reached out.
To clarify, the $200 you saw was a pre-authorization hold, not a finalized charge. Wantable uses pre-authorizations to help verify that an account and payment method are valid before an order moves forward. This is a security step meant to protect both our customers and Wantable. The second $200 entry you’re seeing is most likely the release or refund of that hold, which we issue almost immediately on our end. Depending on your bank, it may still appear as a separate activity before it fully settles.
We also saw that you contacted us because you were confused about why an order was placed, and we want to reassure you that your request to cancel the order has been acknowledged. To be extra safe, we recommend contacting your bank to confirm how those transactions are listed and that they are tied to Wantable.
We’re sorry this experience felt unsettling, and we appreciate the chance to clarify. Our goal is never to create confusion, and we’re always here to help review account or billing questions.
You can always contact us via our email at [email protected], give us a call at 855-926-8225, chat with our live agents, or reach out to our social channels via DM.
Hi Vel! Thank you for sharing this. We’re really sorry to hear that this happened, and we completely understand how stressful it must have felt to deal with a charge during a difficult financial moment. We also regret that you didn’t receive the follow-up you needed after reaching out and sending the clothes back. That’s not the experience we want for our customers.
Our email support team has been working through a high volume of contacts, which has caused delays, but we know that doesn’t make the wait any less frustrating. We did try to locate your account using the information available from your Trustpilot profile so we could look into this right away, but we weren’t able to find a matching account.
We do want to help get this resolved. Please contact us by phone at 855-926-8225, or send us a DM through Facebook or Instagram with the email address on your Wantable account or your order number. Once we have that, we’ll be happy to review your return and help sort out any remaining concerns.
Hi Billie! We’re so deeply sorry for your loss. Please accept our sincere condolences during such a difficult time. The last thing we would ever want is to add more stress while you’re dealing with the passing of your mother, and we’re truly sorry this happened.
We understand you had requested an extension, and we apologize that this wasn’t handled before the charge went through. Our customer service team has been working through a high volume of requests, but we know that doesn’t take away from the frustration or impact this caused.
We can absolutely help get this sorted out and process the appropriate refund. To make sure everything is handled correctly, we’ll be reaching out via email to confirm when you’ll be able to send the package back. If you need more time, we can extend your return deadline through the end of the month so you don’t have to worry about rushing.
Again, we’re truly sorry for the additional stress this caused. Please keep an eye out for our email, and if anything feels urgent, you’re also welcome to call us or reach out through our Facebook or Instagram DMs so we can help as quickly as possible.
Hi Lauren, thank you for sharing your experience. We’re sorry this felt so difficult to navigate. Returns should feel simple, and we understand how stressful it is when a USPS pickup doesn’t happen as expected, and then the package doesn’t show as scanned on time.
USPS pickups are scheduled directly through USPS, so our system can only recognize a return once the carrier scans it. That said, we know things can go wrong with pickups, and we’re always happy to help with extensions or review billing concerns when that happens. Our email team has been working through a higher volume of requests, which has slowed response times, but email isn’t the only way to reach us. For anything time-sensitive, you can contact us by phone at 855-926-8225, Live Chat from our website, or Facebook/Instagram DM so we can step in.
We also appreciate your feedback about the clothing quality. We work with a variety of brands, fabrics, and price points, and while many customers find pieces they love, we understand that not every item will feel right for everyone. Feedback like this helps us improve both our selections and the overall experience.
If there’s anything still unresolved, we’d be glad to take a closer look and help get it sorted, so please contact us alternatively. Thank you!
Hi Jen! We're truly sorry to hear that you've had this experience, especially as someone who has been with us through multiple orders. We completely understand how frustrating it is to be charged for an item you believe you returned, and we can see why this would shake your confidence after previous issues as well.
Our team has been working through a higher volume of inquiries, which has impacted response times, but we know that doesn't make the situation any less frustrating when you're waiting for answers about your money. We never want our customers to feel ignored or left without a resolution.
We'd love the opportunity to take another look at this and make sure your return is fully reviewed. If you haven't already, please reach out to us via phone at 855-926-8225, live chat, or DM on Facebook or Instagram, as those channels can also be helpful.
We sincerely appreciate your continued support over the years, and we're sorry this experience has overshadowed the positive ones you've had with us in the past. We'll wait for you to contact us alternatively. Thank you!
Hi Amie! We’re really sorry to hear about your experience. It’s frustrating when things don’t align with what you expected, and we understand how disappointing that must have felt.
Our team has been handling a high volume of inquiries, which has caused delays in follow-ups, and we sincerely apologize that you didn’t receive the timely response you were hoping for.
In terms of styling, the items sent in your Edit are based on both your quiz answers and preferences, along with current inventory availability at the time your order is curated. We do our best to match your requests, but availability can sometimes impact what’s included.
We also want to clarify that the promo code you received is for our Wantable Shop site, and it isn’t applicable to Wantable Edits, which is what you got. Additionally, any applicable coupons would need to be applied before placing an Edit in order for it to be used.
We’d still love the chance to review this further for you. We’ll be sending an email requesting a screenshot of the email you received, and we’ll take a closer look from there. Please note that any adjustments would be subject to review.
If you have trouble reaching us via email, you can always connect with us through phone, live chat, or Facebook/Instagram DMs for quicker support. We truly appreciate you giving Wantable a try.
Hi Diane! We’re really sorry for the frustration you’re experiencing. That’s a long time to be waiting on a refund, especially for that amount.
Our team has been working through a higher volume of inquiries and requests, which has caused delays, but we definitely want to get this looked into and resolved for you.
We’d be happy to help take a closer look at your return and refund status. For faster assistance, you can reach us through phone at 855-926-8225, live chat, or by sending a DM on Facebook or Instagram. Those channels can help us connect with you quickly and get this sorted out.
We appreciate your patience and want to make this right for you.
