Reviews show a split picture: many customers praise Bonobos for fit and certain items that hold up, while a large portion report recurring customer-service and return problems. Multiple reviews describe unanswered emails, missing chat support, delayed refunds, or refunds as store credit; others describe quality issues such as pilling or inconsistent sizing. For shoppers, consider trying a single item or checking return policies before larger purchases, avoid final-sale items if sizing is uncertain, and retain shipping/return documentation. These reviews suggest weighing positive fit reports against the frequency of service and return complaints when deciding to buy.
Examples from available reviews (Nov 2021 – Feb 2026).
They praised service, quality, and perfect fit of clothes.
“Top-notch service, great quality clothes, everything fits perfectly.”
Customer care was nonexistent, requiring AMEX intervention for resolution.
“Customer care is nonexistent.”
Pants developed pilling after one day, indicating very poor quality.
“pilling on pants after literally 1 day (!!!) of wearing!”
Return was delayed or unprocessed, and refund was issued only as store credit.
“they claim they haven't received the item.”
Many reviewers report poor customer service, describing unhelpful or unreachable support and unresolved refund or return problems.
Several reviewers say prices feel high for the product received and report refunds issued as store credit, affecting perceived value.
Some customers praise sizing and in-store fit options; others report broken chat, limited phone hours, and confusing online return flows.
Product feedback is mixed: multiple reviewers report well-fitting, durable items while others report rapid pilling, inconsistent sizing, or decline in materials.
Frequent reports of unanswered emails, missing live chat, and delayed or unclear communications about returns and refunds.
Overall experiences skew negative for many reviewers due to customer service and return issues, though some cite good fit and quality.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (21) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Products were misrepresented and refunds were refused, only store credit issued.
“but instead of refunding my money they gave me a credit.”
Product quality has declined substantially compared to their previous standards.
“The quality of their products has declined substantially.”
Clothing quality is poor, overpriced, and customer service is worse.
“The clothing has gotten so cheap and is so overpriced.”
Products are subpar and sizing is inconsistent across fits.
“there sizes on their fits are totally inconsistent;”
Pants developed pilling after one day, indicating very poor quality.
“pilling on pants after literally 1 day (!!!) of wearing!”
Customer service was unresponsive and they couldn't obtain a refund.
“I am struggling to get a refund.”
Customer service is effectively unavailable and returns process failed.
“There is no chat box.”
Emails about a missed delivery went unanswered and chat is nonexistent.
“The chat function is nonexistent.”
Digital gift card was not delivered and customer service was unreachable.
“It’s now 4 days later and no card was sent.”
Reviewer claims Bonobos exposed their personal information on the dark web.
“Just found out Bonobos put my info on the dark web.”
Return was delayed or unprocessed, and refund was issued only as store credit.
“they claim they haven't received the item.”
Bonobos offers off-the-rack size options that fit non-standard body types.
“fell in love with the combination of size options and quality.”
They praised service, quality, and perfect fit of clothes.
“Top-notch service, great quality clothes, everything fits perfectly.”
Customer service was dismissive and made the customer feel invalidated.
“Customer service has better things to do than to help out the customer.”
Reviewer states the product quality is terrible.
“Product quality terrible”
Reviewer alleges racist treatment of employees and will no longer shop there.
“simple case of racist behavior”
Shirts are high quality but require ironing.
“high quality cloth with ironing necessary.”
Shirt sleeves run very long even when cuffs are turned up.
“Sleeves are very long even with cuffs turned up.”
Consistently good off-the-rack sizing and durable pants over years.
“Best off-the-rack sizing options for causal work pants and khakis that I have found anywhere.”
Customer care was nonexistent, requiring AMEX intervention for resolution.
“Customer care is nonexistent.”
Limited customer service hours and inconsistent live chat prevented timely contact.
“The customer service phone availability hours are only 1pm to 4pm EST M-F.”
The store is full of good-quality shirts, jeans, and underwear. I got some for my husband and he loves everything about them. I was afraid of the sizes but they are just perfect for him. Thanks to the customer care service team that proved to be very kind and resourceful by working so hard and diligently to ensure my order was quickly processed, delivered on time as well as being keen on every detail to make sure I got exactly the sizes, colors, and items I had requested. It was a hassle-free experience. I will shop from you time and again.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Bonobos is a U.S. menswear brand founded in 2007, originally built around better-fitting pants and a direct-to-consumer model. The company operates online and through physical guide shops and sells shirts, pants, and related apparel. Bonobos was acquired by a larger retail company and is distributed through multiple channels, including its own site and partner retailers.