"I ordered a Halloween dress on 10/7 to be delivered to the store and it never arrived. I called and emailed customer service several times and was given different answers each time. At one point I was told the item was waiting for me at the store, but that was not true and I could not cancel order or get a refund as my item had already shipped. Horrible mess, I finally got a refund after a month of frustration."
"Will never place an online order from this company again! Placed an order on 10/2 for a couple items we wanted to wear on our vacation starting 10/13. Credit card was charged immediately on 10/2. Items didn't arrive as of 10/13, so called to check on status and cancel order. Was told we can't cancel an order if it was placed more than an hour ago (but the person would try to send the warehouse a message anyways), and that our order would be shipping "soon". Have called back 3 times since then and told a different date for delivery every time. Today the person told me it shipped back on 10/19, but it's still NOT arrived in the store yet over two weeks later. We don't even want the stuff anymore, yet we're going to have to go to the store just to pick up and return the items. We shop here both online and in the store pretty often, but that's going to be changing as a result of this complete disaster or an order and customer "service". What a joke..."
"I ordered a Halloween costume on the the Hot Topic website a full 20 days before Halloween. It never arrived and when I called to inquire I was told they had NO RECORD of my order. Yet my account was still charged $80. An hour on the phone and six e-mails with customer service and still no answers and no attempt to make this right. I'm contacting the Better Business Bureau next.
Buyer beware! Their website is a mess and they absolutely do not care about their customers."
"Usually I have a wonderful and seamless experience with Hot Topic’s online order service, but recently I ordered something and ever got notified of it shipping to go to the store I was asking it to be sent to. I was like ‘wtf??’ because usually their system is really good about that, so I emailed their customer service. It took about 2 business days for them to answer (I emailed on friday night, like almost 11 pm, and I recieved a reply on the following Tuesday, a little before noon) and they were very helpful! They explained why I probably wasn’t emailed, when it actually shipped, when approximately it would arrive at my store, and told me that if I didn’t recieve an email within the approximate timeframe, to email again. This was a relief and super helpful! And whenever I pick up orders, the employees at the store are always very nice and helpful!
I had another time when I ordered a dress and it turned out to be the wrong size, and the employees were very helpful in helpling me order a smaller size! It’s always a pleasure to shop with Hot Topic!"
"Product was said to take UP TO 14 days for shipment to local store. DAY 19 received an email that it had just been shipped. Checked status on line and it said order was still processing day 20, 21 and 22, still processing.
Called Hot Topic and the explanation in delay was time frame for shipments to store were based on the combination of orders going to that store so it takes longer. NOT EXCEPTABLE. Website says UP TO 14 days.
Ordering it Oct 2nd, with the 14 day shipping to store policy, doesn't mean SHIP it 18 days later . NOT SATISFIED!!!!!"
"Should have looked at these horrible reviews before buying a Halloween costume from them that won't even arrive by Halloween. I ORDERED A MONTH AGO."
"I'm in Australia and this was the first time ive ever ordered anything from Hot Topic and it was appauling! Ordered two items on 18 October but turned out i unfortunatelt had to cancel the order for money reasons (shipping internationally can be quite expensive). So the next day after searching the website for information on how to cancel the order made less than 24 hours ago i was having trouble finding any information so I contacted their customer service team through Facebook and they were awful. Possibly the most patronising and rude staff I've ever spoken to. No welcome or thank you for contacting us just "As mentioned both online and in your confirmation order email there is a one business hour grace period where the order can be edited." Followed up with screenshots of the website where the highlighted the one sentence in a full page if FAQS notes that you only have one hour to change the order and they will not cancel it. However i responded and explained that nowhere on my confirmation email that I received did it state this but I understood that it does say it on the website. I suggested the take on the feedback that the cancelation isn't very clear or easy to locate the information online and they responded with more screenshots! It's the most ridiculous customer service ive ever received. Not to mention the cancelation policy. One HOUR to cancel the order, it's completely stupid. Never again."
"I've purchased a skinny jeans, a pair of sneakers and a sweatshirt on July and I still did not receive my order. I called customer service and it was a waste of my time , the guy was nice but he didn't give me any information about my order. I don't even have hope anymore that I will get my package, if you don't want to stress yourself, DO NOT ORDER ON HOTTOPICS.COM"
"I ordered, had a confirmation e mail and then nothing. 10 days later I asked about my order. They never contacted me in that time and my order was lost. I was out 45 dollars worth of hot cash (store cedit) and all but 1 of the items I ordered were no longer available. There was no attempt from customer service to right their error. They were "sorry" about that. "
"I've ordered from them 4 times. They screwed up ALL 4 of my orders. They sell things they're out of. They cancel orders over the phone and then ship them out anyway. They take FOREVER to give refunds. People on the phone always screw stuff up. In the day and age of the internet, they're not going to last as a company if their internet game is so weak. They need to reimagine their inventory strategy and give their customers service reps more training and more tools that connect them directly to the live inventory and the warehouse to better serve customers. If they keep going like this, they'll fail. "
"Ordered 3 pop vinyls received 2 of them crushed before they were even put in the box and sent to me really! They send out damaged items, reciept stated I could return them thru any store, was told at the store read the fine print you must send them back because you paid with Paypal wasted time and gas on one trip and now must waste more time and gas to the post office no more purchases from hot topic ever again!!! Change your policy on returns and don't send out worthless crushed merchandise!!"
"I ordered a dress and thigh highs and selected that it'd be shipped to my local ht. Instead, I received a pair of boots which were sent to my house. I'm beyond confused. There is never any convenience with Hot Topic. You have to be very very patient lmao "
"DO NOT WASTE YOUR MONEY AT HOT TOPIC!!!!!
Never got the item we paid for and we paid for overnight shipping. called customer service and was lied to, they said we did not purchase before cut off time, but we were hours ahead of 11am. the LIAR at hot topic said shipment would be delivered by end of the day. it never arrived. the tracking hot topic provided indicates the shipment never left hot topic. my MONEY was taken immediately from my account, but now no one is bothering to resolve this issue. "
"I ordered an item shipped to store. When I came to get it, it was the wrong item. Now the item is sold out and they said we are making no more.
So they messed up- customer service response - sorry, not sorry. Store service is fantastic. Online reviews were correct- they **** at their job."
"I placed an order 6/21 which was shipped 6/30. I had my order shipped to the hot topic closest to me. Up to now I still haven't received my order, it has already been over a month. They said they'd send me an email once it reached the store. According to their policy it can take up to 14 business days, which have already passed. I spoke with customer service over the phone, polite but they were no help, basically stated exactly what was on the email that the order had shipped and it would take up to 14 business days. I checked tracking but no information available, stated the order is "in process." I tried calling the store to see if they had my package, they just hung up on me. I usually don't make a fuss about things like this, but I online shop and I've never had this kind of experience even with packages overseas. I emailed customer service about the situation, still waiting for a response. Never shopping on hot topic online ever again."