Torrid Corporate Office - Corporate Office HQ

Torrid Corporate Office

How would you rate your experience with Torrid ?

[Total: 103    Average: 2/5]

Torrid Corporate Office Address

Torrid, Inc.
18305 East San Jose Avenue
City of Industry, California 91748

Contact Torrid

Phone Number: (626) 667-1002
Fax Number: (626) 839-7223
Email: Email Torrid

Torrid Facts

Founder: Off-shoot of Hot Topic, Inc.
Date Founded: 2001
Founding Location: City of Industry, California
Number of Employees: 6531

Torrid Executives

CEO: Kay Hong
CFO: George Wehlitz Jr.
COO: Elizabeth Munoz

Torrid History

Torrid was founded in 2001 as an off-shoot of the company Hot Topic. The company offers plus sized women’s and girl’s clothing between sizes 10 and 30. Torrid formed its own company, Torrid LLC, in 2015.

As of early 2016, the company had more than 400 locations in 36 states, and recently opened a large store in Toronto, Canada. In addition to clothing, the company also offers accessories, such as handbags, intimate apparel, and beauty items.

Torrid is searching for a new model to represent their stores in 2017. In 2016, more than 14,000 women were interviewed and the company has stated that they expect twice that many applicants in 2017. Torrid prefers using customers as models, rather than professional models or actresses.

In July of 2017, the company went public on the NYSE, under the ticker symbol: CURV.

Torrid FAQs

Question 1: What is the phone number for Torrid?
Answer 1: The phone number for Torrid is (626) 667-1002.

Question 2: Who is the CEO of Torrid?
Answer 2: The CEO of Torrid is Kay Hong.

Question 3: Who founded Torrid?
Answer 3: Torrid was founded by Off-shoot of Hot Topic, Inc. in 2001.

{ 48 comments… read them below or add one }

Wanice December 22, 2018 at 5:44 pm

Worst experience every. Ordered something for my daughter on 11/26/18 and on 11/28/18 they cancelled my ordered with no explanation. After being on the phone with them for 2 hours, which included them disconnecting my call, I was told that my order could only be sent to me or the store, even after verifying everything. Trying to be patient I waited until 12/18/18 to call again as my ordered was still “processing” and never shipped. Was told by CSR that the order had never been completed and that my banking info had to be verified, and I told her it was verified on 11/28/18 and she said there was no record of it and it had to be done again. I, once again, verified the info and was told they couldn’t ship to my daughter only to the store and to me and I told her to send to me. Was told that I would have the order at my house in 2 day. Well……once again they lied. They sent my order to the store. I called today, 12/22/18 and was told the order should reach the store by 12/28/18. Told them that is was NEVER to sent to the store, but to me. THIS IS REDICULOUS!!!! This company’s employees evidently are not trained, they lie, don’t know anything, can’t or won’t tell you corporates phone#…etc. THIS IS THE WORST COMPANY I HAVE EVER DEALT WITH. If there is any way possible, run as far as you can from this company. I will never order from them or shop at their store and I am telling everyone that I come in contact with the stay away from Torrid that there are better stores, better products, better customer service, to name a few, out there and to shop far, far, away from Torrid.


R S October 27, 2018 at 1:46 pm

I will never shop online for any TORRID items again the return sucks and so does the employees the return labels say one thing then the store says another,then I have to pay to return it.


Alice October 13, 2018 at 10:40 am

their customer services stinks!! I have been waiting for a shipping label for 10 days – each customer service rep tells me” it will be in my email in 24 hours” – and guess what its NOT there -I asked to speak to a supervisor–they tell me they are—I don’t believe it – its still not there…..
beware people….

I just want to return boots that don’t fit—-this is ridiculous – Don’t buy ANYTHING from them – they suck!!

I am concerned my return window will run out by the time I deal with all this BULLS**T!! never, never have I seen a mess of a company –


R S October 27, 2018 at 1:47 pm

I feel you…


Tasha Henry October 11, 2018 at 9:35 am

I have been a Torrid shopper for several years. I love online shopping and would travel about an hour to the nearest store on rare occasion and the workers were very nice. A few months ago a Torrid store opened up about 30 minutes from me in (Winchester, Virginia) and I absolutely love the store! I’ve spoken to 6 employees on different occasions and they have all been amazing. As soon as I walk in they ask my name and start a fitting room. I can never get more than two items in my hands before they’re asking if they can set it up in the room for me. Once I get to my fitting room it looks like I’m VIP , the way it’s all folded and hanging. I conversation with the workers they will walk walk me around and asked me questions about what style I’m looking for and I always leave with something I would have never picked out on my own. I recently went to spend my Haute Cash and it was honestly the best shopping experience. I just wanted to give them a shout out! Hope corporate knows what an awesome crew they have in Winchester VA. Apple Blossom Mall Torrid


Carla October 9, 2018 at 9:16 am

Hello, i am very disappointed with your webpage. I am unable to place orders. And it is not anything related to my credit card. I have consulted the bank and all is fine to make online purchases. I live in Brazil and my sister lives in US, so i have an US address to deliver the purchases and with other stores like Lane Bryant it hasn`t been any issues. i used the same credit card i tried to purchase here. I dont know if there is any restrictions on my account but i am a platinum member. Last week i tried to purchase some tops and the answer i got once more was that `payment is invalid, choose another form of payment`. So i just gave up and bought the clothes at Lane Bryant. And used the same credit card without any problems. I called your customer service twice and noone was able to resolve. The first time, i was able to place one order and then the issue repeated. The second time, the person didnt do anything. we tried to contact the bank, i dont know why, eventhough i have told her that the card has credit limit for online purchases. She insisted but i was unable to conference with the bank, because my bank is here in Brazil.
I hope to have it resolved, i dont know who else to complain about. maybe Torrid CEO Ms Kay Hong will resolve.


Evelyn Lillard July 13, 2018 at 7:17 pm

I love this store shop there all the time sadly to say not any more after seeing the video on facebook need better employee


Donna Hurt May 27, 2018 at 5:46 pm

I had my granddaughter, who lives in Iowa, go online at Torrid and order a birthday outfit. I provided her my credit card information so she could place the order. The order was cancelled with no reason given. I called customer service, or lack there of, to find out and was told they could not provide me any information so I had my granddaughter call. She was told it was cancelled because the mailing address and billing address were different. I then emailed customer service and went back and forth many times. They said I needed to call and verify my credit card info, which I have now done four times. The order has been redone four times now and we still don’t have the outfit delivered to my granddaughter. Your policy on orders is extremely difficult and really will keep people from ordering gifts and having them shipped elsewhere. I will never order from Torrid again.


Mandi Lee May 22, 2018 at 1:04 am

Now about the Florida Mall Torrid! I thought the Melbourne FL location was bad well this was HORRIBLE!! From the moment I stepped in the store I was not greeted. There were several employees standing around speaking Spanish to each other. The T-shirt section was a complete mess. I was never asked if I needed help with anything. Once I had some items to try on I had to go to register to ask if I could get a fitting room. They looked at each other like this was a chore. Nobody said to come with them or anything so I was just standing there before I thought I should follow.The fitting room area was a mess. Very run down. She asked my name and wrote some strange name that was not mine. When I was trying on there was another customer who was trying on and asked employee if she could get another size. The whole time I was in the room she NEVER received another size. I finished and when I went out all the employees were just standing around talking. I went up to them and said the customer is still waiting for you to bring another size. They laughed and said something to each other in Spanish. At that point I set all my items down I was going to purchase, told the employees they were ridiculous and left the store to never return! Florida Torrid Store employees are just RUDE PEOPLE!! Do not shop in Melbourne FL or Orlando FL locations!


Mandi Lee May 22, 2018 at 12:39 am

BIG DISAPPOINTMENT at the Melbourne FL Mall location. I was excited to shop at Torrid while on vacation because I do not get to my local Torrid often. It was a horrible experience. I went to the panty table and it was in such disarray I couldn’t find anything. All styles and sizes mixed up.I asked the very unenthusiastic employee for assistance but she really couldn’t be bothered. I asked about some sales and she was very short. Like I was bothering her. I asked if she had a Manager on duty she said she was the Manager. I took notice of her name Ciara I believe. Rude and non enthusiastic with her job! Do not recommend this location. Decided to take my business to the Orlando location. That was a bigger joke!


Cherlyn Covington February 28, 2018 at 9:52 am

I went in to Torrid in Fayetteville on my lunch break to pay my payment and the manager there would not let me make a payment because she said I did not have my I.D. but I did have my Torrid card and the money in my hand. I have been making payments there since I’ve had my Torrid card and I informed her I’m not purchasing anything so still would not let me make a payment so the next day I was going out of town so I had to pay it in South Carolina. It’s funny how they never asked for my I.D since the manager (Ms. Jillian at the Fayetteville, NC office) said it was company’s policy to ask for I.D. I think it’s was because of my race because I talked to someone at Customer Service and they told me it wasn’t policy as long as I had my Torrid card and I should have never been turned away if I was making a payment and was not purchasing anything. I’ve called the corporate office and nobody has gotten back with me. I think it’s time for me to close my account and find another store because I refuse to be treated like trash because of my race.


DESHIRA IBRAIMI February 14, 2018 at 9:57 am

I am so disappointed at their customer service, I called because I forgot to apply a coupon I ordered online and I was told the 1st time that I called call when your order is shipped out call back so that we can adjust it for you then I called the 2nd time and speak to somebody else and she had no idea what she was talking about and she gave me the run around and I asked her simply to speak to a manager or someone above her and she told me there is no one here and can I have your name and number and someone will call you and I said no thank you because that sounded eerie to me then I called the 3rd time and automatically ask to speak to a manager and got 1 on the phone which he called himself the supervisor I explained my situation to him he was very Blunt and disrespectful he couldn’t even speak English correctly with all due respect and at the same time as I’m asking him for his name hes telling me that hes going to hang up on me and he has nothing else he can help me with and it was just like a transaction like if you were shopping somewhere in the ghetto I’m sorry for being this disrespectful and I’m not trying to but to me the experience was not professional it was as if I was going to a ghetto store and getting gettho service and I don’t appreciate that being a cardholder for about like almost 4 years . TO me that was just not called for his customer service skills he needs to go to customer service 101 he didn’t even provide me his name when I asked him his name he hung up on me I’m so disappointed this company is starting to get on my last nerve and I will not be shopping with them anymore I’m gonna cancel my credit card it’s not right the way they treat the customer if the customer calls 3 times and you’re giving them the run around there something wrong with your customer service skills if you cannot handle the situation the 1st or 2nd try and not to be Blunt and belligerent at the same time is not called a supervisor that’s called somebody who lives in the ghetto I’m very disappointed with this experience that I’ve had a torrid and I will not be shopping there anymore and I hope this message gets through to people because I hope they don’t get victimized as I was !


Jess February 12, 2018 at 10:36 am

I had a sales associate order a pair of pont pants that were supposed to short. I got them home and tried them on to find that they fit much differently than the ones I tried on in the store. Here, she ordered a slim, not short. While that doesn’t seem like too big of a deal, I take them back to exchange have the right ones ordered, only to find out that I have to order the same exact pants because the price was different now than before. I was told I’d have to pay the $40 difference because she had already swiped my card and I was told “There’s nothing I can do about this now.” Very unapologetic, but I had just told her I wanted them in the SHORT size!!! Then, on top of that , I had 3 clearance pieces that were too big and was told I couldn’t exchange those either because they were clearance. I was NEVER told that or I would have tried them on in store!!!! Now I have over $200 in clothing that I cannot wear!!! WTH!!! No joke, about 90% of my fashion wardrobe came from Torrid! Not sure anymore will ever come from there. I’m very unhappy with the way I was treated and talked to by this girl.


Nicole January 12, 2018 at 6:49 pm

I use to love ordering online with you guys and I am avid customer, but your new delivery company OnTrac is SH**T!!!! I have issues every time I order. Whether it be a late delivery, lazy lying driver and the fact that they dont follow through on their word. Calling Torrid is useless.
You guys use to be a great company to order from, with great customer service and now you’ve DECLINED. Rapidly…for what to save a buck or 2. Still waiting for my package. Torrid is getting cheap and lazy.


Melynda Ondich January 3, 2018 at 9:57 pm

I have been shopping with Torrid for several years, and have generally been pleased with the product and service received from your store locations.

I have recently begin ordering online more frequently, and have never been more disappointed with a company or their service as I have been with Torrid.

I tried placing an order using a haute cash coupon that was dated for redemption 10/16/17-1/9/18. The sure wouldn’t accept my coupon so I called customer service. I spoke with a representative who started his name was Nelson and his operator number was 08013. He was less than helpful, I asked for a supervisor 6 times during the call, which he repeatedly denied me. He finally agreed to honor the coupon. I asked if I should place the order online since I had several items in my cart ready to go. He said that would be fine and he would apply the discount after the order was placed. I asked if he was positive because if not there was no way I would place the order. He assured me it was not a problem.
I placed order DT0010309365 on 12/26/17 online while on the phone with Nelson. I told him the order was placed and provided the order number. He said it hasn’t appeared yet and it can take a few minutes to appear. I told him I’d wait. He was clearly trying to end the call. I asked if it would help if I emailed the order number along with a picture of the coupon showing the redemption dates. He said yes that would help. I again asked if he was sure this wouldn’t be an issue, and he said it wouldn’t. I never should have disconnected that call, or trusted that representative. I have had nothing but trouble since. I think it’s absolutely ridiculous that I should have to fight so hard for something so black and white.


Nicole December 22, 2017 at 8:23 pm

I was just put on hold for 24 minutes to be told that my order that i placed November 23 was not only delivered to the incorrect address but was never reprocessed when called December 9… so now all of my Christmas gifts ordered will not be here. That’s awesome. I love shopping here, love the clothes but this is so disappointing & frankly, I will no longer be shopping at Torrid. Awful customer service btw.


kim r December 13, 2017 at 12:39 pm

Very unsatisfied customer. Ordered boots on 11/23/17 and after 5 phone calls and 4 emails, I received an email on yesterday that due to your system upgrade my order had been canceled and is no longer available. Then you offer a $10 gift card as an apology. This is horrible and not very good customer service. POOR CUSTOMER SERVICE all the way around, My items were available at the time of my order and several times I was told they were actually in the Tennessee warehouse awaiting shipping. I am expecting my order to be fulfilled as placed. TORRID has to do better.

Pissed off customer


T. mabry December 8, 2017 at 10:56 am

This is ridiculous that we as customers have to resort to social media because of horrible business practices, so many of us customers have been waiting for orders from Torrid for months, and we still have yet to receive them or even get a call back from someone at Torrid. We call everyday hoping that their has been some type of change in our order status and still nothing, then to wait on hold for what seems like forever to speak with someone who still feeds you the same crap that you’ve been hearing for months. They WON’T refund your money, and will not send the items you’ve order and all we can do is leave nasty reviews and still hope and pray that your order is filled and sent before the time arrives for you to wear it….I want to give up and say flip it I’ve lost my money but every time I think about it, and check the order status and nothing has changed it pisses me off all over again…….I WILL NEVER ORDER OR DO BUSINESS WITH THIS COMPANY AGAIN, AND IF YOUR SMART YOU WON’T EITHER….JUST READ THE REVIEWS THEY ARE EVERYWHERE EXCEPT ON THEIR ORDERING PAGES….STAY WOKE!!!!!!!


Denyia December 7, 2017 at 12:51 pm

After reading most of the recent messages about “shipping delays” and the unsatisfactory customer service that people have been receiving, I am thankful that I am not the only one. So, I just left a very angry and detailed message on the personal lines for the CEO and the COO of Torrid. We will just see if I get a response from them…seriously pissed!!!!


Ashley December 5, 2017 at 1:25 pm

I placed an online order with Torrid on Black Friday. I ordered two bras, a dress and a pair of shoes. I have now been waiting going on two weeks for my order and it still says “processing” online. I called Customer Service on Friday 12/1. I was told my order had been “picked” from the warehouse but had not been shipped due to “shipping delays” and I was assured it would be sent out within 3 days, and that if I didn’t get it in a reasonable time, I could refuse delivery, um hello, why would I refuse delivery after waiting two or three weeks to get my order? I understand shipping delays near the holidays, fine, but according to many Torrid reviews, no one was ever informed of these “shipping delays”, myself included. Apparently, Torrid’s customer service would much rather deal with angry customers calling and yelling rather then just sending out a blast email explaining the issue. Or even adding it to their website at check-out, “we are experiencing shipping delays, orders WILL take longer than normal to process.” At least giving people the option to decide if they want to wait or not. After being told there was nothing that could be done on Friday, I called again this morning, 12/5. I spoke to a woman who again, said there was nothing that could be done, but I could wait 5 more business days and open a dispute. No thank you, I will open the dispute with my bank. How dare Torrid take money from customers and not deliver as promised. As far as I’m concerned, that is theft, not delivering in the time promised. As customers, it is not our fault YOUR warehouse employees can’t keep up with orders. I demanded to talk to a supervisor, she said “there are none available”. Which I found very hard to believe DURING NORMAL BUSINESS HOURS! I told her I would hold as long as necessary. I was then transferred to a supervisor who said there was nothing they could do but that my order SHOULD be here by 12/11. Keyword, SHOULD. Torrid could care less about their customers, and apparently they are all trained to just say “we are sorry, there is nothing we can do.” Even the supervisors. It is absolutely pathetic that a company thinks it is okay to treat their customers so poorly. Torrid has lost my business entirely. So now I sit and wait for an order that may or may not ever arrive. I entirely plan on opening a dispute with my bank regarding this matter. The saddest part is, my fiance were planning on eloping, the dress I ordered was to be my wedding dress. Thanks for nothing, Torrid.


Ina December 2, 2017 at 2:27 pm



2257 N. Germantown Pkwy
Cordova, TN 38016

Show original message

Ina White
Torrid Customer Service

‎Dec‎ ‎2 at ‎1‎:‎27‎ ‎PM

I’ m very disappointed in your customer service. I m really disappointed in the fact that I placed an order on Oct. 29th and never received it and talked to a multitude of unexperienced so called customer service reps and never got my order. I will be going to social media and telling them how you take orders and make excuses for not delivering. The last lady I spoke to stated a partial credit had been issued to my account and my order was replaced and expedited. Exactly was does expedited mean?? Nothing to your company. This is not the relationship that I want with a store that I love but the people that have lied to me have really set the tone for a bad relationship. This last guy Mike didn’t even take the time to read my e-mail because his excuse was that the order was placed again recently but I was told the order would be expedited and my thoughts are expedited could surely not mean 14 days again so what is expedited?? I feel so violated because I also stated in my email that the young lady mentioned a credit and he never addressed that. It seems like your customers mean absolutely nothing to you and that’s sad because I work hard to buy the things I need and I will not give my hard earned dollars to companies that Don’t care anything about how they treat me. You did not deliver what you promised and I however am the victim and by Mike telling me he cancelled my expedited order that never showed up but was supposed to be at the store in 3 days is just rude and uncaring. So to Mike you should be fired. You could not represent my company!!! I make your paycheck possible and you don’t just blow me off. Your company has had my money for over 30 days nd I received nothing in return but a I will issue a credit and you can wait another 3 to 7 days to get that!!! Wow!! I have put on the whole armor of God and I will let everyone I know feel the pain that I feel right now. I really wanted the coat and I really enjoyed shopping in the store and well that’s a done deal!! My customer service skills would have told my customer that yes we messed up and as a result of our mistake I will ship your cot to your home. I never asked for a credit in the beginning, I asked for my money back after i was lied to about the order being expedited. I never expected anything but the coat i ordered, no lies, no credit , just my coat. Now in December , I still don’t have a cot and have been bearing the weather waiting on this one. But the sad part is now I have to start over new with someone else.

So sorry I ever trusted Torrid!!


Melanie December 1, 2017 at 5:46 pm

I recently moved back to Texas and discovered no TORRID stores in my new city. I don’t shop online so I called Comenity Bank for my payoff balance and close my account. I sent my payment IN FULL two days later. Three weeks later I receive a statement showing my payment with a late fee and interest charge. I called to point out their error and was transferred to a supervisor. This inappropriate woman asked me, “Can you guarantee we received it before it was past the late date?” Comenity bank cheats their clients by holding a payment just to squeeze out another payment. I googled Comenity bank and discovered their rating is 1 star with over 1,000 complaints similar to mine. These complaints were filed with consumer advocate. There are thousands more filed with the federal government. TORRID stores have chosen to do business with an unethical financial institution and I will never again shop with them.


Kathy Cohee December 1, 2017 at 3:16 pm

My daughter bought two items on line the morning of black Friday. The two items were a 4D 8 HP BLK Hogwarts Hooded CR and a Harry Potter Hufflepuff Hooded jacket. She had paid for this and was sent immediately a confirmation and arrival time. She recieved the order, but when opened the bag, it was underwear with the order purchase of what she had ordered. She did not order underwear and was told they ran out of what was confirmed on the purchase order. She was told that the warehouse went by the style number and the system did not update to show they were out of this. She could have ordered something different from what she ordered at the same price or get money back. She was devastated and wants money back. CS said the items will be back in store, but didn’t know when and to keep eye on web and didn’t say she could buy at the same price she had ordered them for. When the IT was updating the system, it took over 1 month for her to get the shipment, but kept getting emails saying it was on the way. Both of us spend thousands of dollars a year of purchases, but were are very unsatisfied with the onliine. Walmart has a great inventory system if that is the issue. We never had issues until the system updated. If we do not hear from the corporate office on this latest catastrophe, we both with several other people we know will no longer order on-line. Once it goes wild on social media, the revenue that is pulled in, will be at a loss.
Thank you,
Kathy Cohee


Ina December 2, 2017 at 2:29 pm

I totally agree!


Caroline Roman November 14, 2017 at 6:21 pm

To whom this may concern. I can’t express how your customer services has been lately. Your customer service has been very poor lately, the representatives that you place your order with are very unprofessional, their very slow and ghetto. They hang up on you , they take a long time to place your order. they ask for my I.D number on my military I.D card number when I’m already in the system for my military discount, they don’t know how to place discounts on orders. I’m very disappointed with my customer service. My orders have been lost and cancelled. You all run out of sizes fast. I hate my customer Service, please address this situation and please contact me, someone in higher management. I buy a lot from torrid, if this doesn’t stop I’m goint to take my business else where….


Cortney Seaberg November 9, 2017 at 6:27 pm

I tried to post this review on their website and they notified me that they will not post 11/09/2016

I am giving this review based solely on my customer service experience.

ORDER # DT0007557718

I ordered these pants on 10/13, thinking that 15 days is plenty of time for my pants to arrive in time for a Halloween party on 10/28.

I noticed that my pants were still in a “processing” status on the 19th, so I called and spoke to Ray, and he explained that the warehouse is making changes and that they are behind, but my order is scheduled to be delivered on Friday, 10/27.

I waited until Monday 10/23 to call back, (I also emailed them to see if I could get a status through their email) as I was getting worried that if my order didn’t ship soon, then it would not get here by the 27th. I spoke to Judy, and she told me that the order was being shipped on Tuesday the 24th via 3-day mail and would arrive on the 27th. I also noticed that the pants were now $20 less than when I had originally ordered them and asked if they would adjust the price since they have not even processed my order yet, and the price had dropped. She said that she would give me a $10 reward, which would not cover the $20 in price decrease, but whatever, I just want my pants.

Based on what Judy had told me, I’m stalking the Torrid App checking for a status change, and the order had not shipped on the 24th, so I called to see if I could pay extra to expedite the shipping etc and Jenny said no, and that my order will not be delivered until Monday the 30th. I then asked to escalate the call to a supervisor. I then spoke to Richard, and he said that he had JUST got an email from the warehouse that all orders that were made between 10/10 and 10/13 were being shipped out, and that my pants should arrive by the 27th. He also stated that since I am a loyal Torrid customer, that my order would be free of charge, at no cost to me. I told him thank you, but my main interest was getting my pants on time, and he said that he was 98% sure they would arrive by the 27th.

With that said, I did not feel like my pants were going to be here in time, so the night of the 25th and decided to order a pair of white pants through – and I paid to expedite the shipping to overnight, amazingly, the cost of the pants AND the cost of overnight shipping totaled to be about the same price that I paid for the Torrid pants that I had not yet received.

I received 2 email responses on 10/26 from Johny- this was an email that was fragmented sentences, and did I not understand what they were saying, it’s like they copied and pasted template responses, deleted part of it and did not edit the email before sending. The second email, was from Marcus, and his email made sense, but both of their emails state that my pants would arrive between 10/27 and 10/31.

I was pretty frustrated with getting such a run-around, but was at least relieved that Torrid was going to make it right by not charging me for the pants… Until the charged me for the pants!

10/31, I get an email from torrid with tracking information, my pants had FINALLY shipped, but my bank account had a charge from Torrid.

I called and spoke to Sonjia, she said that I would have to return the pants to get a refund, I asked her to check her “notes” on my file to see that Richard the call supervisor had said that I was not going to be charged. She said that there were no notes in there stating this and that I would have to return the pants to get a refund. At this point, I was so upset, because I could have just cancelled my order before the pants had shipped if I’d have known that I’d have to deal with the HASSLE of returning pants that I was told I was not going to be charged for. I expressed my dissatisfaction, and Sonjia was very short with me and told me she would give me two $10 rewards for the hassle and confirmed my email address and said she would send me a return label (I never got an email with a return label).

I know that the customer service people are in a bind with the changes being made to the warehouse, but seriously, I have never felt so jerked around in my life. I could not get a straight answer from anyone. This was the worst customer experience I’ve ever encountered.

With my earned Torrid rewards, anniversary and rewards given by Judy and Soniia, I have $50 in rewards for Torrid, and I’m so angry with them that I don’t even want to spend them.

I have spent a very significant amount of money with Torrid, literally- my entire wardrobe is Torrid clothing… but I’m to the point where I don’t want to be a Torrid customer anymore unless someone from Torrid makes this right.

My husband called on Friday 11/03 and spoke to Daniel, he stated that nothing can be done until the pants have been delivered. They were delivered on 11/04.

I’m so tired of calling. I don’t even know who to talk to- Ray, Judy, Jenny, Richard, Sonjia, Marcus, Johny, Daniel…? They did not do anything to make me feel better.

I’ve also completed two Torrid Customer Service Satisfaction Surveys thinking that someone would contact me. The most recent survey being completed on 11/02. I got no response.

Is Torrid going to make this right? Aside from me, my mom and two sisters also shop at Torrid… do we all need to start shopping with

The ball is in your court Torrid.


Lynne Singfook November 6, 2017 at 10:32 pm

I placed my order on October 8th website says 10 to 14 days it’ll be here. And here we are almost a month later 11/06 to be exact! I’m still waiting for 2 more pieces to my order I have contacted customer service via email via phone via social media over 7 times they are not responding to my emails and when I do call them they tell me your order is on its way what I’d like to know where the hell it’s coming from . Clearly they’re digging it up from the depths of the Earth because it’s taken this long , You have the worst customer service the set there and tell me why’s of O we moved warehouses O we did this O we did that but yet we’re never gonna get your order to you or even compensate you or even give me the option to be like you know what just cancel it altogether .


Jackie November 1, 2017 at 11:35 am

I have tried to be understanding with this so Called company. The business practices are unprofessional and unorganized. I have been burned 2 times. I should have learned my lesson after the first. That is Shame on me. I see this Company being bankrupt within 2 years. They don’t care about customer service or customer loyalty. I place my last order with them on 10/14/17 and it is 11/1/17 and have not received a simple pair of shoes, I have made numerous calls to no avail… Just LIES, on top of LIES they tell. I won’t call the Call center anymore to be told LIES. This company lacks what it takes to compete with the other BIGGER BRANDS Lane Bryant, Ashley Stewart, Avenue, Dress Barn Plus and so on. whoever is in charge and over see the Customer Care Quality Assurance Dept. Should be replaced. They either have no experience or don’t care and not thinking of potential business growth. Every business needs repeat business and word of mouth. People are not pouring into the stores as much anymore. Online shopping takes in more revenue this is so obvious…I will no longer give them any business nor will my friends or associates. I don’t even want the shoes just my money back and Good riddance to this awful company.


Lynne November 6, 2017 at 10:33 pm

Amen! I’ve been waiting since 10/08


GG September 24, 2017 at 8:24 pm

I recently found Torrid at the Colonie Center Mall in Albany NY. I never knew this store existed. I have a hard time finding tops that fit my bust size that do not make me look like I’m wearing a moo-moo. This store has the most amazing tops and jeans that not only fit and feel good but look flattering. I am completely IN LOVE! I shopped at this store on Saturday the 23rd at about 2pm. I do not remember the girls names working but they were amazing. Very nice, helpful and sweet. I wish I remembered to give credit where credit was due. I will absolutely go back every time I go shopping!!!!
Fantastic Store!


AJ September 14, 2017 at 2:04 pm

I was very disappointed in the Torrid in Murfreesboro, TN. I wear a size 6 shoe and I can never find size 6 in any of the stores I have been to, so I always buy them online and if they don’t fit I take them back to a store to exchange them for something else. Well I bought 6 pairs of shoes online and only 3 of them fit me so I decided to exchange the other 3.

The two ladies that worked there were great and kept asking could they help me with anything, but I was happily shopping until I found something to exchange for the 3 pairs of shoes that were too big on me.

When I got to the cash register, I was told that since I ordered the shoes from the clearance online, I could not exchange them for anything. It was a no return, no exchange item. I was very confused because size 6 is the smallest size you sale and you can’t find them in any store, so it wasn’t like I could go to the store, try on the shoes before purchasing.

When I asked the cashier what I should do with the shoes since I can’t exchange them, she suggested I go on Facebook and try and sell them. What in the world? I was not asking for my money back.

If this is how Torrid treats their customers, then I won’t be shopping here anymore. I will let all my friends know not to shop here.


Linda Reyes September 3, 2017 at 1:43 pm

I am a reoccurring customer at the Torrid Ontario Mills location in Ontario California and every occasion that I am in this store management is not welcoming and no where to be found when assistance is needed. I have on multiple occasions seen one associate having to work the sales floor alone because there is not one member of management around and or there to assist. I had continued to go back into this location solely because it’s the closest one near me. However, about 3 weeks ago now I encountered the general manager Melanie yelling at an associate who appeared to be coming in to speak to her on her day off .From what I could hear which was most of the conversation due to the managers LOUD and AGGRESSIVELY RUDE TONE, was an associate very respectfully speaking to her manager about a shift. I would even go as far as saying that this manager was yelling at this associate in front of customers with no shame or remorse. I was so appalled about what I was seeing that I did NOT even purchase my items that day and my current home store has now become Montclair. As a constant customer in that location I never once had a good experience with any member of management and once I saw the way they treat their associates it made it that much easier for me to switch location. The extra drive is worth it.


Alisha Smurr August 28, 2017 at 9:57 pm

My wife worked at the torrid in kapolei hawaii! (As the assistant manager) Shes worked there for almost 3 months now. Over the period of her working there theres been new store mangers hired! Her new manager constantly harasses and puts her down, i constantly get calls from an upset wife about how she does nothing right, shes talked down to by her manager in front of customers, shes even had people visit other torrids on the island and complain to their managers about the way my wife was spoken too! Shes talked to the manager about her behavior and even spoke to the district manager about these instances! When speaking to the district manager over this past weekend and explained how her manager has had complaints about her behavior, the district manager asked my wife what she would like her to do about it! Instead of resolving the issue my wife went to work today just to be fired! My wife goes above and beyond in her job, many customers enjoy her and several only even come into the store when she is working. The other employees say shes the best manager and love working with her! With the treatment shes received from her two superior managers id like to know whats being done about it! My wife loved her job and didnt deserve to be fired! I will not stop contacting people until something is done about it, or my wife gets her job back! She was wrongfully fired when shes the one constantly harrassed and put down daily!


Susie Perry July 5, 2017 at 10:33 pm

This month I paid my bill in it’s entirety. One week later I received a statement for $28.30.
I knew there had to be an error so I located my last bill and confirmed it was paid in full.
On July 5, 2017 I contacted Torrid and spoke with Michelle and explained my dilemma.
She said that Torrid received my payment one-day past the due date and that she could erase some but not all of the late fee. I then asked why and she stated that Torrid would not allow her to.

I have been a dedicated cardholder for over 5 years with Torrid and have never been late with my payments, I ask that the late charge and interest fee be waived in it’s entirety as a courtesy to your dedicated cardholders.

Thank you in advance for your favorable decision.


Serenity A Sims May 24, 2017 at 5:16 pm

I am a current employee with Torrid and I’m no longer being paid for the hours I’ve worked. I want to remain professional and refrain from making a scene so I have privately spoken to a manager and the store manager and neither can find the time to help me. I have attempted to contact H.R. for help and even payroll but nothing has come of it. No returned calls or anything. I am currently being advised to file a complaint against my own employer but that’s not what I want to do. I just want to be paid for the hours I’ve worked.


Chyna Bishop May 22, 2017 at 7:40 pm

I went to the new Torrid store at the mall in Clarksville, Tennessee at around 4:30 today after work and I will not be going back. I was in the dressing room and I caught an employee staring at me through the crack in the door!! She kept stretching her neck and trying to look at me. I was in my underwear! After she saw me looking at her she took off. I was humiliated!! If she thought I was being suspicious she could have confronted me after I came out! But I wasnt doing anything but trying on pants! After I left the dressing room I looked for the employee but couldn’t see her anywhere. I was so sick and embarrassed I got out of the store and went home as fast as I could! I will get her fired or press charges against either her or the company. I only have my word but im sure they have cameras that could back me up! I’m currently trying to talk to someone who can help me do just that.


Theresa McDowell May 1, 2017 at 7:58 pm

My daughter worked for your Slidell louisiana store. She left worked Saturday April 22,2017 because she wasn’t feeling well. Monday she was admitted to ICU in congestive heart failure. She was fired Monday. I am positive that there is a federal law that states that you can not fire someone who is sick. It’s called the family and medical leave act. I have also filled a complaint with the Louisiana Workforce. You may want to share this law with your District Manager.


Candace April 30, 2017 at 3:26 pm

I met the lovely regional manager after I was done my shopping and she’s terrific. If I were the regional manager of Torrid I would take this very seriously. Smiling and friendly behavior is a part of the job. It’s as important as selling , ringing, cleaning etc. to the nice regional manager of the New Hampshire and Massachusetts store I’m the lady that normally shops at the Naples Florida store. I’m the one that summers in Maine. Please contact me and I’d like to explain what happened to you prior to your arrival.
Sincerely ,


Candace April 30, 2017 at 3:20 pm

Today ,Sunday April 31st the last day of haut cash sale I was in the Torrid at the Fox Run Mall is Portsmouth New Hampshire. I came in and immediately interacted with this stores manager. I figured that out by the keys around her neck. Not very friendly. The associate next to her again not very friendly. I actually don’t think anyone smiled at me until I was leaving because the regional manager had arrived. Then at that point they seemed to over do it which was fake because they didn’t greet me like that earlier.


Aimee Pena March 7, 2017 at 1:56 pm

Good Morning
I am writing to you because I have had a couple encounters with one of your employees. I had purchased some items online a few times and usually have them shipped to store to save on the shipping. This time I had them mailed since I was able to get free shipping. Long story short the items did not arrive to my home. I contacted Torrid customer service and they were very nice about it and had the items shipped to my usual store at 1689 Arden Way, Sacramento, CA. 95815. I’ve been a customer of Torrid since 2007. I don’t buy as often or as much as I would like. However when I do I hope to be treated in a professional manner. Well on Friday 02/24/2017 I came in to pick up my order and was assisted by Erin (red head) not sure if that is her name since they wear no name tags. I got the name from the receipt. I told her that I came in to pick up my order. She went to the back and came back with one big box. I did forget to tell her it was 2 orders however I assumed that when I gave her my name she would get both. When she came back with the box there was only one order which was my shoes. I told her that I had another order that Torrid had emailed me that it had arrived that day. She then told me that there where about 35 boxes back there and that she would have to go back and look but it would take her a minute. ( she sounded very hesitant to go back and look) After I insisted that I had gotten an email stating that my package had arrived today, she finally went back there. It did take her a while to find it. Which I did tell her it was fine, meanwhile I was trying on the shoes. When she came back I explained the shoes were too big and that I would need to get a smaller size. She said that I would need to contact customer service and request it through them. Luckily I was able to find a pair in sotre that just so happen to be my size. Yay soo happy but when I showed her my receipt to make the even exchange she said “why does the receipt say $0 so I explained what happened that my order never arrive to my address. She then made a comment like well they could of just told you that it was not there fault that was nice of them. I didn’t pay too much attention to her comment and proceeded to ask if she could just exchange the size. which she did. I was very uncomfortable with her attitude. Look I use to work at a call center and have worked customer service all my life. I am not saying that you have to get on bended knee with every customer but treat them with respect, I was always nice to her no matter what her response was. Well the following week on 03/03/17 at about 8:55 pm I came in to the store to see if I could exchange the tops that I had received just needed to go up a size. She asked rudely where was my receipt and seen again that it said $0 and she asked why it was at $0 so I started to explain again that I did not received my shipment and she interrupted me and said oh yeah I remember you . Well she said she would check and see if they had my size in the blouses and she would order them. While she was doing that on the computer I asked her regarding a top I had seen in the store the week before. She stated that they had moved everything around and that if they had it, it would be there in the store basically to look around. however she told me that they would be closing in 2 minutes. I explained to her that while she was looking online I would look around. There was another lady there and she offered to get me the shirt I was looking for since I needed a pole to reach it. (I wish I would have gotten her name but she had dark hair and was really heavy set) but she was really nice because she helped me more than the other lady….. when I was done getting what I needed she had informed me that I had 2 $10 rewards and she had ordered only 1 of the blouses in my size because the other one was sold out in my size that she would give me store credit to use towards my purchase. well when I was ready to make my purchase she rang me up and the total was around $86.00 I asked if that was including my $20.00 in rewards she told me ohh I forgot to add that in there so I told her could she add it. She said she couldn’t because she had already ordered the blouse online and she could not cancel it. I tried to explain to her that she could order the blouse online separate and just give me the $20 in rewards on the instore purchase she said NO I cant because I already placed the order. The lady that had helped me get the shirt explained to her what she could do to let me use my rewards. which was basically what I was telling her to do. After the other lady told her what she needed to do she then said oh yeah I could do that. The whole time that she was helping me she just didn’t seem to want to help. I wasn’t asking for anything out of her way just to give me what I had earned in rewards. Oh and I also had a coupon with me that I would get $25 on a purchase of $100.00 but she said I could not use it. That it would either be my rewards or the coupon. I thought that was weird. If it had not been for the other lady who was there she wouldn’t even have let me use my rewards. I understand that it was almost closing time and maybe she wanted to go home but that is no way to treat a customer. I don’t like to complaint about employees because I don’t want them to get in trouble I just would like for you to talk to her and let her know that she needs to be a little more professional and to try to help the customers. I wasn’t asking for freebies a discount I was trying to use my rewards and coupon. Well by this time my husband had came in to the store she let him in because it was already past 9pm. She was still doing something on the computer but by that time my husband had showed me other items that I may like and I just told her to never mind on doing the $20 rewards on that purchase that I was going to buy another item and she could use it on that. I am really upset because I have never had such an experience with a Torrid employee. Like I said I don’t want her to get in trouble just want you to talk to her and explain she needs to be more willing to help and professional and as for the other lady I would like to say thank you if it was not for her I would have not been able to purchase and use my rewards. Erin will know the name of that employee. Thanks for taking the time to read my complaint. I would like to be updated with the complaint. thanks Aimee Pena 916-640-XXXXX


Louise A Rowe February 13, 2017 at 9:48 pm

Will never set food in Torrid in Chattanooga again! So my friend and I was shopping there yesterday. I was mostly looking lol. But this XXXXXX a** associate/guard dog/amazon a** XXXXXX was like watching me…every f-in move I made. Mind you, I’m the only black person in there…and the only one she watching like a hawk! My friend was picking out underwear and I was holding the ones she picked out. My phone rang so I unzipped my purse to dig for my phone. This amazon a** XXXXXX was standing guarding the doorway to the dressing rooms. So she really couldn’t see my friend that was picking out the undies cuz she was kneeled on the floor. This ho steps over so she could see what I was doing. I’m like no I’m not tryna stuff nothin in my purse!! I was heated by then. Like really?! Like I’m standing in the middle of the f-in store surrounded by people…and you watching me thinking I’m f-in stealing?! Won’t ever go back in that one!!


Jodi R March 8, 2017 at 7:14 pm

I agree Chattanooga store has gone to pot since Clarae’ Tinti left. She was the best. She knew all her regular customers styles and was eager to help when they came in. As a former regular customer all I would do is call and tell her I was on my way and I had a dressing room full of clothes she picked out. She was transferred to Atlanta store and today I found out she is leaving the company. I have only been in chattanooga torrid once since she left and it was not good. Associates weren’t helpful at all. I think Torrid needs to do what they can to keep Clarae from leaving. Because now I definitely won’t shop there.


Sara Russell January 23, 2017 at 12:54 pm

I am a former employee of torrid. I have been trying for a week to get in touch with someone from corporate so that I can get my w2s sent to my email since I can’t access any of torrids portals to print them out and my former manager was absolutely no help at all. I have called multiple times and left messages with to return calls or emails and would like to know why I can not access my account so that I can file my taxes for my term of employment and why since I haven’t been there since July, my w2s are not being mailed to my residence?????? Can someone give me my w2s?!?!


Nicole Greifenhagen February 3, 2017 at 4:35 pm

I am also waiting, daughter nice we are no longer employed and can not access these doXXXXents I believe it’s your responsibility as a company to get these mailed out promptly. I will be waiting until Feb 6 th and then I will have no choice to turn you in BBB. Someone needs to contact us.


Jackie Alexander February 4, 2017 at 10:14 pm

I am also having trouble getting my daughters W-2. She has not received anything in the mail. Would like information on how to get W-2


Angela February 21, 2017 at 9:53 am

You have to log into the ADP app. That is the only way to get your W2s. They do not mail them.


Kristina March 9, 2017 at 3:17 pm

The only way to access online is with a registration code. I was given one by my prior manager but it does not work, and I’ve been going back and forth ever since. My only option is to go to IRS OFFICE AND HAVE THEM REQUEST IT FOR ME.

SHAUNA IUDICE February 6, 2018 at 12:38 pm



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