Complaints

This profile includes complaints for P'TULA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PTULA, LLC

  Hilliard, OH 43026

• 

  P'TULA

  2227 Westbrooke Dr Columbus, OH 43228

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sports bra from this company on December 15, 2024 and wore it to the gym on January 15, 2025 after washing according to their care instructions: wash on cold, tumble dry on extra low. When I got home, I removed the bra to find that dye had bled into my skin, causing discoloration. I have additionally attached photos of the discoloration that remained after I had taken a shower and attempted to remove the dye. I reached out to the brand, who offered me an replacement, stating that the item had to have been defective. There have been multiple complaints that the company is aware of in which the dye has bled while in the laundry, however, Im not sure that anyone has ever said that it has bled onto their skin. Either way, they have been made aware that this dye may bleed.With all of this information taken into consideration, I denied a replacement and instead requested a breakdown of the dyes so that I can consult with a medical professional, as contaminants in skincare products are something that we are becoming more cognizant of due to increased instances of adverse impacts on our health, so I believe that I have a right to know what is in the dyes that were absorbed into my skin. As of the time of this complaint, it has been almost 24 hours with no response from the team, although they have continued to promote their products on social media. I am appalled that not only has this information not been disclosed, but the item is continued to be sold although it has been brought to the companys attention.

  Business Response

  Date: 02/15/2025

  Hi ******, were truly sorry to hear about the experience you had with your sports bra. We take quality seriously, and in all our years in activewear, this is the first time weve encountered a concern like this. Weve already issued you a full refund as we understand the inconvenience this may have caused. Please know that we partner with ******** certified fabric suppliers, ensuring our garments meet high safety and environmental standards. Beyond that, we independently test for chemicals such as BPA and PFAS, which are not present in our materials. We truly appreciate your feedback and your patience as we worked to address this matter, and we apologize again for any frustration this may have caused.

  Customer Answer

  Date: 02/18/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22862593
  
  I am rejecting this response because: 

  
  While this is the first time that dye has transferred to skin, this is not the first time that dye has transferred within the wash for multiple people. This company has received multiple complaints about this and has done nothing to improve quality. Attached are just two of many examples. I dont believe that I am the only person who will ever experience this issue due to those concerns.

  Additionally, I was told that I would be informed of the INGREDIENTS of the dyes several weeks ago via email and have not heard back. Its concerning when you cannot get this information from a supplier. Ive attached the email from the company with the time and date stamp as well. At this point, the lack of information provided from this company has led me to believe that there is a lack of transparency not only with me, but will all customers of this brand. 
  Regards,
  
  ****** *****

  Business Response

  Date: 02/20/2025

  Hi ******, 

  We completely understand your concerns and appreciate your patience. We are actively gathering all necessary certifications and SDS sheets from our manufacturer and dye ingredient supplier to confirm that the dye used in our activewear garments meets high-quality and safety standards for human wear. We will provide these documents to you as soon as we have the final pieces in hand.
  As a small business, we are committed to maintaining the highest quality in all our garments, and we hope that your multiple previous orders with us reflect that dedication. We truly appreciate your support over the years and are grateful to have you as part of our community. Thank you for being a cherished customer.

  Customer Answer

  Date: 03/06/2025

  Hello, 

  I received notification that this was closed and I should have sent a response to keep my complaint open, but maybe it didnt send I was informed via email that I would have a full ingredient breakdown of dyes and this has yet to be provided to me. I was told that this would take weeks via email, and have yet to received anything, leading me to become increasingly suspicious of business practices, as it has been over 5 weeks since I was told this. I would like for this case to remain to be open. I additionally have attached the email from 1/28/2025 in which Ptula stated that they would give me the list of ingredients. I emailed them again asking for the list, as they responded the same to my email as they did in my complaint, but I have yet to receive a response. 
  

  Thanks for your time, 

  ******

  Business Response

  Date: 03/07/2025

  Hi BBB, 

  I wanted to provide you with the necessary details regarding this customer's complaint. We thoroughly addressed her concerns by sharing as much information as possible about the dyes and chemicals usedor not usedin the production of the garment in question.
  Our fabrics and dyes are sourced from OEKO-TEX certified suppliers, and we communicated this to the customer in both Instagram messages and our email correspondence with her. Our team worked diligently to provide transparent and accurate information while also respecting the confidentiality of proprietary details related to our manufacturing process.

  
  We appreciate your time in reviewing this matter and your understanding of our efforts to resolve the concern. Please let us know if any further clarification is needed.

  - ******** *******, Founder of PTULA

  Business Response

  Date: 03/10/2025

  Hi BBB, 
  
  I wanted to provide you with the necessary details regarding this customer's complaint. We thoroughly addressed her concerns by sharing as much information as possible about the dyes and chemicals usedor not usedin the production of the garment in question.
  Our fabrics and dyes are sourced from ******** certified suppliers, and we communicated this to the customer in both Instagram messages and our email correspondence with her. Our team worked diligently to provide transparent and accurate information while also respecting the confidentiality of proprietary details related to our manufacturing process.
  
  
  We appreciate your time in reviewing this matter and your understanding of our efforts to resolve the concern. Please let us know if any further clarification is needed.
  
  - ******** *******, Founder of PTULA

  Customer Answer

  Date: 03/10/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22862593
  
  I am rejecting this response because: 
  
  As noted in previous messages, I was told that I would be provided with the chemical breakdown of the dyes. As Im sure youre aware, there are many chemicals that are allowed in the ** that are not necessarily safe for consumption/absorption into skin. As of this time, I still have not been provided with the breakdowns of the dye so that I can consult with medical providers. With your lack of participation, it is continuing to become apparent that transparency is not one of your values, despite what you may say. I also at this point would like to know where these products are being tested, as Ive been to your warehouse multiple times and theres no way that there is a space for this to happen on a large scale prior to launches. 
  Regards,
  
  ****** *****

  Business Response

  Date: 03/12/2025

  We strive to provide excellent customer service and great products. Again, were truly sorry you're unhappy with the bra. As we have explained before, we partner with ******** certified fabric suppliers, ensuring our garments meet high safety and environmental standards. And again, we independently test for chemicals such as BPA and PFAS, which are not present in our materials. We are not going to share any proprietary formulas. 

  We truly appreciate your feedback and your patience. 

  At this time, there is nothing further we can offer you beyond the full refund which you accepted and a replacement bra which you declined.