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FashionPass (thefashionpass.com) has 391 customer reviews on Five Star Index, with an average rating of 4.3 out of 5.
Also known as
thefashionpass.com
Website
thefashionpass.com
Category
Clothing & Underwear
Location
Los Angeles
Listed on Five Star Index
2026
About these reviews
Replies
The company replied to 5% of reviews.
Latest
Most recent review: October 2026.
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Reviews are shown as their authors wrote them. The company can reply, but cannot edit them.
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Okay, my first experience using Fashion Pass was fine. But this time, I ordered an item that took five days to receive after paying $125 monthly. Then I returned the items to unlock the second 5 items, which was three days ago, and I have a receipt that FedEx scanned, but after three days, so day four, it's still not unlocking my next order, and I'm unable to place any items. I contacted customer service, and they said my return was scanned and I should be able to place an order, which is a lie. Its still not resolved and I'm just waiting to use service I paid for. Please do not use fashion pass.
KR
Kristin
Do not expect money back if they mess up!
Customer service here is a joke! I returned something and they claim they didn’t get it— seems a lot of people say this has happened to them.
They then charged for said item I returned and I emailed them saying it was returned why did I get charged etc etc. they then told me they would refund me in good faith.
Sounds great right? They refund me and while it’s still pending in my bank they cancel the refund!
What big company does that?!?!
It’s actually insane I emailed them and have yet to hear back.
Response from FashionPassOct 31, 2024
Hi Kristin! I'm really sorry for any confusion here! We went ahead and sent a follow up to the email address on file back on October 16, but haven't heard back. To confirm, the refund was issued on October 10 and refunds can typically take a few business days to reflect on your statement, but once refunds are processed from our end, we aren't able to cancel them at all. I'm hoping the notification you were seeing was something else from your bank's internal system, and that you've seen the refund reflect on your account by now, but please feel free to reach back out to us directly if you have any further questions or need any additional help!
SA
Sara
Misleading information
I placed an order and one of the items didn’t arrive. It was an accessory (and not something I typically order) so I didn’t notice until I was packing the items to send back. When I wrote them they said it was scanned on their end so if must be in the package and would open a case. Never heard back
Also their website is VERY MISLEADING. It clearly says “Get a new order as often as you want, for one flat price paid monthly.SWITCH AS OFTEN AS YOU LIKE: Send your items back by dropping them off at FedEx. Once we get your items back, you instantly get to pick new ones.” But this is not the case at all. If you want to do that you have to pay additional fees
Response from FashionPassOct 22, 2024
Hi Sara! I'm SO sorry to hear about your recent experiences with the service. Just for reference, we do typically require notice within 24 hours of delivery if you ever have any issues or aren't able to locate any of your items, and since we do need to open up a case with the carrier in situations like these, it can take a few days to reach a final resolution just because we do have to allow the carrier some time to complete the investigation on their end. However, I can see that our team was able to resolve this case for you back on October 5 and we went ahead and sent a follow up to the email address on file back on October 7 but haven't heard back, so please feel free to reach back out to us there directly if you have any further questions or would like any additional information regarding the case!
I'm also so sorry to hear about the inaccurate messaging you were seeing on the website! As mentioned in our follow up, we've honestly never seen something like this happen before, so this is definitely not up to our standards. It looks like the messaging you were seeing is in relation to membership plans that we discontinued back in May 2024, and our developers have been digging into this to figure out how the outdated messaging could have displayed to you recently, but they haven't been able to find this messaging anywhere on the site. Our devs are still looking into it, but it seems like this might have been a one-time glitch and I'm truly so sorry for the confusion! To confirm, the FashionPass plan covers 2 orders a month, and you are always able to unlock a 3rd order for $49.95 if you'd like.
I'm really sorry again about all of this, and please do not hesitate to let us know if there's anything else we can do to help at all!
MI
Michele
recurring charge for straight out purchase!
i placed an order to outright purchase items without signing up for a membership and found out they placed a recurring charge on my credit card for the amount of the items i purchased! i cant reach them via phone or text and the chat feature says they will get back to you is a few hours!! what?! i placed a freeze on my cc so they cant charge me again but i am so frustrated and feel taken advantage of. i thought they were a good site but now ill never shop with them again. i am also going to return the items for a refund. bad business
Response from FashionPassOct 15, 2024
Hi Michele! I'm so sorry for any confusion regarding the most recent charge on your account! It looks like our team was able to help out with this right away, but just to confirm, the amount you are seeing is a one-time charge for the items you purchased directly, and there definitely aren't any recurring charges on your account! Just to clarify, you will only ever see a recurring monthly charge if you are actively subscribed to the FashionPass membership, so you'll never see recurring amounts for one-time purchases. Please feel free to reach back out to us if you have any other questions or if there's anything else we can do to help at all!
MD
Maureen D.
Do not use this rental service
Do not use this rental service. I went to pause my membership, because the inventory is awful.. none of the things they advertise are ever available. Then they charged me for items I returned. It's a complete sham, most of the items are incredibly cheap and in poor condition. In addition to that, their customer service won't even reach out in a timely manner.
Response from FashionPassSep 17, 2024
Hi Maureen! I'm SO sorry to hear about the issues you were having with the service 😔 we always want to make sure that we're providing 5 star service in all aspects, and I feel awful to hear that we missed the mark here! I just dug into this and I'm really sorry but it looks like your initial email unfortunately got stuck in our spam folder somehow, but I can see that our Member Concierge team was able to respond to your follow up within our typical 24 hour response time. We've flagged the issue to our site developers so we can ensure this doesn't happen going forward, and it looks like this case was resolved back on September 5 so you should be all set, but I'm really sorry again for this experience!
I also want to assure you that we take the quality and condition of our items extremely seriously, and we do have several quality checkpoints that all items are sent through before being sent out to our members, but I definitely want to make sure I'm doing everything I can to help here, so I also just sent a follow up email to the email address we have on file. Please feel free to reach back out with any questions or feedback, and I'm so sorry again about all of this!
CB
Caroline B.
DO NOT USE
DO NOT USE - GROSS CONDITIONS
Do not use this service. A pair of pants from my last order arrived with chewed up gum stuck to the inside and they are refusing to refund me. I obviously cannot wear anything else that came in that order or order from them again knowing this is the condition of their clothes.
DA
Dani
I’ve been using fashion pass for 3…
I’ve been using fashion pass for 3 years. They have truly started to go down hill. The closes quality, availability, and selection are really suffering. But most of all their customer service. So sad about it..
AM
Anna M.
Literally the worst experience I have…
Literally the worst experience I have EVER had. Nothing fit, everything was over worn and not clean. They are refusing to refund me for my experience. STAY AWAY!!!
