Complaints

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:15/07/2025

  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.

  A return was made to **** VIA Canadapost that was delivered June 12th. It's now July 15th and no refund has been issued. I've reached out several times to inquire about the refund and there has been no action taken from their end.**********************************************************************************

  Business Response

  Date: 18/07/2025

  Hello,
  
  
  Thanks for your patience while we continue looking into your return. We understand how frustrating this must be, and we want to make sure its resolved properly.
  
  The return tracking does show the parcel was delivered, but our warehouse hasnt been able to locate itand the signature on file doesnt match any of our team members. Because of this, we opened an investigation
  with Canada Post on July 2nd, and weve followed up 4 times since.
  
  Given the $600 value of the return, we want to be extra thorough. *********** expects to complete their investigation by July 22, and well follow up with you directly on that dateregardless of the outcome.
  
  Were committed to getting this sorted as quickly and fairly as possible.
  
  
  Kind regards,

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In December 2024 I ordered 9 board shorts, size medium, at full price. **** sent a size large. I emailed **** customer service several times to get the order corrected. This issue is still not resolved seven months later. In June I ordered a two-pack of an item, and was sent a single different item. Several emails to customer service resulted in them sending a replacement code, which does not work. I have sent several additional emails and have not gotten a response. Neither of these two incorrect fulfillment issues has been resolved.

  Business Response

  Date: 14/07/2025

  Hello,
  
  We're sorry to hear about your experience with SAXX.
  
  Please note, request for verification of the error was sent on 12/25/2024, but did not receive a response.

  I am able to see that the most recent issue is resolved with an item on its way. However, we have sent a resolution for the bathing suit issue.

  Kind regards,

   

   

  Customer Answer

  Date: 15/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:27/06/2025

  Type:Delivery 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.

  Placed an order on June 9. $100 total. Reached out to the business to notify them of a postal code error immediately after ordering. They replied days later saying it was already shipped. Received an email from the business notifying me that they require and address confirmation. I confirmed the address. Reached out to the courier to confirm as well. There has been no response. I called saxx and asked whats happening. **************** told me she would call me back within 24 hours with a refund or replacement. That was on Monday. Still nothing. No refund, no package. No help from customer service. I want my money back. Its been 3 weeks

  Business Response

  Date: 03/07/2025

  Hello,

  We have taken the time to review the case.

  Unfortunately, it seems as though the order has been lost by the courier. 

  We apologize for the inconvenience. As a result, we have issued a refund on your order.

  Kind regars,

   

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23526627
  
  I am rejecting this response because:
  
  no refund has been made. This company has been telling me they will refund me or replace my items for weeks. They are lieing. They are dishonest. I have attempted to contact them and resolve several times, by both email and phone. They keep saying the same thing over and over, but have no intention to resolve. 

  Sincerely,
  
  **** *******

  Business Response

  Date: 11/07/2025

  Hello,

  We have contacted the customer, as a replacement was entered shortly prior to the opening of this inquiry via email.

  We will reach out to confirm receipt of replacement.

  Kind regards,

   

  Customer Answer

  Date: 11/07/2025

   
  Complaint: 23526627
  
  I am rejecting this response because:
    They are dishonest. A replacement was only sent after I made this complaint. I asked for a replacement, then they advised that they would refund. Instead of refunding they sent a replacement. I purchased items elsewhere and now no longer need these items. I would like to return them but have no tracking number or order number because they did not provide any information with their replacement. I no longer wish to support this business or use their products. Please advise I would like to return these items.
  Sincerely,
  
  **** *******

  Business Response

  Date: 28/07/2025

  Hello,
  
  We appreciate the opportunity to continue the conversation. We've done a thorough review of our email records and phone call recordings to ensure weve got the full picture. Wed like to lay out the timeline and key details clearlyour goal is to make sure were all aligned on what happened and to address any possible misunderstandings along the way.
  
  Your original order was placed on June 9 with an error in the postal code. You notified us the same day, and we responded within 8 hours, letting you know we couldn't make changes due to how quickly orders are processed. This is also noted during checkout.
  
  On June 18, you reached out again, stating you hadnt received a reply. We responded to confirm that an email had been sent on June 9its possible our original message may have landed in your spam or junk folder.
  
  We also reviewed the phone call placed to us on June 24. During that call, we advised *** open an investigation into the delivery issue and follow up within 35 business days. We did so, including confirming your shipping address to ensure any next steps were accurate.
  
  We also want to acknowledge a mistake on our partwe incorrectly stated that the original order had been delivered on June 17. That was an error, and we take full responsibility for the confusion it caused.
  
  On July 2, we offered a refund or a replacement, depending on your preference. You chose a replacement that same day, and we placed the order on July 4. The new order number was shared in the same email thread.
  
  The replacement was delivered on July 8. Weve since confirmed that the original orderwhich had initially gone unclaimedwas picked up from ***************** on July 26. At this point, it looks like both the original and the free replacement orders have been delivered successfully.
  
  While we didnt find any requests for a refund in the communication history, were happy to support with that. Youll receive an email from us shortly with instructions on how to send both orders back. Once the returns are received and processed at our warehouse, well issue the appropriate refund.
  
  We hope this helps and offers a reasonable and fair resolution. If theres anything that doesnt line up or if you have further concerns, please let us knowwere happy to dig in further.
  
  Kindly,
  The **** Team

• Initial Complaint

  Date:25/06/2025

  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.

  Delivered April 16th 2025. CA-******* Ordered multiple pairs of underwear. Wasnt home at the time asked my father to package the return for me. Made a mistake and packaged wrong box. **************** ~ Is the Canada Post tracking number which i made the mistake with. Went on live chat and got a new label and tracking number etc issued to me to reship the package ~ **************** Now im being told my return didnt contain what i returned. I need to be refunded and i need this resolved

  Business Response

  Date: 03/07/2025

  Hello,

  Thank you for the opportunity to respond.

  At SAXX, we take all customer concerns seriously and aim to resolve issues thoughtfully and fairly. In this case, we conducted a thorough investigation into the return associated with this order.
  
  The customer contacted us, and our team assisted by providing a new prepaid return label and instructions on how to complete the process correctly.
  
  A return referencing this return was later received at our warehouse. As part of our standard protocol, the parcel was inspected and documented. The package contained only an empty plastic water bottle and loose ******* SAXX product was present. We have photographic evidence of the contents.
  
  Because the returned parcel did not include any items from the original order, we were unable to issue a refund. We shared this information directly with the customer and explained the outcome.
  
  We understand this may be disappointing, and we regret that a resolution was not possible. That said, our team acted in good faith, following all reasonable procedures to investigate and respond appropriately.
  
  Sincerely,
  SAXX Customer Experience Team

  
  

• Initial Complaint

  Date:22/05/2025

  Type:Delivery 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.

  Hello I ordered some underwear from saxx online. My products never showed up. They told me it was delivered but I never received it. They refused to help me or find a resolution for me. They are not an honest company. Beware from ordering. I spent 315$ and didn't get my items.

  Business Response

  Date: 23/05/2025

  Hello,

  Thanks for taking the time to share your feedback.

  Were sorry to hear your order didnt arrive as expectedand that we missed the **** in resolving the issue.

  Thats not the experience we aim to deliver. Were actively looking into this with our delivery partner and will be reaching out to you directly via email with more information.

  Kind regards,

   

• Initial Complaint

  Date:17/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Placed order CA-******* including $6.78 for shipping ($6 plus tax). I received a confirmation email on January 14, 2025 that my order had arrived. When I went to check there was no delivery. I checked the delivery time, reviewed my door camera and no delivery. Eventually I was able to review the proof of delivery photo from the courier (ICS) that showed the package at some other house. The photo clearly shows a different house number than the delivery address. Fortunately I was able to recognize the house and go and get my package. I raised all of this to Saxx immediately after it occurred. At that time I requested a refund of I paid for shipping ($6.78) as this delivery service was clearly not performed properly and I ended up wasting a disproportionate amount of my time reaching out to Saxx, finding a way to get the *** photo, going out to get my package. That's a fail and I shouldn't be required to pay for that. The response from **** was they would raise a complaint with ***. They basically ghosted me on my request for a refund of the shipping cost which is why I'm raising the complaint here.Uploaded a copy of the email thread with Saxx with my address removed and the last digit of my house number replaced with an X.

  Business Response

  Date: 23/01/2025

  Hello,

  
  We have reviewed the details available and have issued a refund of the requested shipping fee. Please note, this may take 2-3 business days to reflect in your account.

   

  Kind regards,

   

  Customer Answer

  Date: 25/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Pechlof

• Initial Complaint

  Date:15/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Order placed on Dec 9th 2024, and was supposedly "delivered" on Dec 11th 2024 at 4:04pm. Once I noticed that it was not delivered and scanning practices by the delivery personnel seemed suspicious I immediately tried to reach out to **** without any success. Their LiveChat was closed so I left a message. I made attempts to contact support via ********, or call support the next morning for immediate support with no luck. It appears none of these contact options they list on their site are even active or monitored.On Dec 13th, I submitted details regarding the order, tracking code, and also confirmation that I had checked my parcel room, reception, and all surrounding areas. I was completely baffled when I finally received a response after 2 days of attempting to contact them, the employee who responded asked me for the same confirmation I already provided further causing a delay. On Dec 20th, I got another response claiming they had started an investigation. I followed up on Jan 3rd asking for an update, and received a response on Jan 7th claiming it is still under investigation - so really no update. It has been over a week since their last non-update and I have yet to hear anything. It has been over a month since I placed an order and reached out regarding the issue. It's clear that **** purposely makes it difficult to reach customer support in hopes that a customer will forget or not want to deal with the hassle of getting their money back.

  Business Response

  Date: 16/01/2025

  Hello,

   

  We have reviewed our communications and have offered a resolution of refund or replacement to you.

   

  Please let us know at your earliest convenience.
  
  Kind regards,

   

• Initial Complaint

  Date:13/01/2025

  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 ordered my husband underwear for Christmas on November 10th. He didnt open them until Christmas Day (12/25). He realized I ordered the wrong size and style from what he usually wears. I quickly contacted ****. It took numerous tries to receive a response. When I finally did, they were rude and told me I missed the 30 day return window. I get emails from the business daily about 40% off sales yet they dont care about their customers enough to let me swap out a 3 pack of underwear. They were not season specific either. Possibly the worst customer service Ive experienced.

  Business Response

  Date: 14/01/2025

  Hello,

  We're sorry to hear about the experience while trying to return the package.

  Please note, we do indicate the time frames for return on our website for customers to make an informed decision on whether or not they are comfortable with the purchase being made under said conditions.

  Unfortunately, we were contacted on day 50 of our 30 day return policy which is now too far from the original date of purchase.

  We apologize for the inconvenience.

  Kind regards,

   

  Customer Answer

  Date: 14/01/2025

   
  Complaint: 22806350
  
  I am rejecting this response because:
  I sent my first email on Christmas asking if an exchange could be made. If I ordered 5 days later, it would have counted as a Christmas purchase with an extended return date. Is it really worth a dissatisfied customer? Im just asking to swap what I purchased. Im not looking for anything free or money back. Id even take the option of 1 pair in exchange for the 3 pack. My husband has a brand new pack of underwear we cant do anything with. I feel robbed as it was a Christmas gift and not just a purchase we forgot about  

  Sincerely,
  
  ******** *****

  Business Response

  Date: 27/01/2025

  Hello,

   

  Unfortunately, we do list return time frames on our website prior to purchase. We were contacted too far past the original purchase date to allow any returns or exchanges of the products.

  Kind regards,

   

• Initial Complaint

  Date:13/01/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Canada Post lost my order, and I went through all of the correct steps in contacting them first with no resolution. They told me to contact ***** customer service in order for them to solve the issue. **** does not have a working **************** phone line, and they have not responded to any email. I ordered this package on November 11th and I am looking for the items Ive ordered. Since I cannot get ahold of anyone at **** (which is absolutely unacceptable), I have resorted to BBB. If a replacement is not possible, I would gladly take a refund for the items I have not received. I never expected a company like this to be so difficult to get ahold of.. I can contact small business owners more easily.

  Business Response

  Date: 14/01/2025

  Hello,

  We apologize for the delay while we look into the details of your case.

  We are currently in contact with Canada Post to hopefully get the whereabouts of the package. However, this is often a drawn out process.

  We have issued a full refund onto your original method of payment along with an email confirming such sent to you.

  Kind regards,

   

  Customer Answer

  Date: 14/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 placed a Christmas Present order for 2 pair of SAXX underwear on November 29th (Order number: #CA-1352753) for my son. I immediately received confirmation that they received my order, but after reading this I realized I ordered Medium instead of Large. I promptly (within minutes) notified the company of my error and asked that they change the Medium to Large. I received no response from this request. Once I received the order, I quickly saw that they did not process my request to change the size. I then tried to contact them by phone and email to return the items for the correct size with no response. I have not received any communication back from them from my emails and cannot contact them in any other manner as they have CLOSED their phone lines. I just want to return for the correct size, but they will not communicate back to me. After seeing the other complaints here, I see that they are too busy responding to all of the these complaints. Very poor customer satisfaction.

  Business Response

  Date: 10/01/2025

  Hello,

   

  We have reviewed our emails and have received no communication from the email address on file. We also verified our call logs and we did not receive a contact from you until 01/02/2025.

  If possible, please forward the communication sent to us after your order was placed so we may identify why we have not received the email.

  For context, once an order is placed, the details are immediately sent to our warehouse to begin the packing process. At that stage, making changessuch as editing an address or itemswould require us to pause operations to locate the order, and adjust the details. 

  
  Unfortunately, this would cause delays for all orders in the fulfillment queue, which is why we state we are unable to intervene once an order is placed. While this allows us to maintain expedited shipping processes, we understand it can be frustrating when errors occur. 

  We have just now sent you the information required for a return.

  Please let us know if you have any issues in receiving the information.

  Kind regards,

   

   

  Customer Answer

  Date: 10/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I have attached the emails sent to SAXX for the request to change order.  Thank you for prompt response this way.

  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 13/01/2025

  SAXX reached out to me on the weekend and provided me with a "return" form.  Thank you for your time with this.  I believe the problem has been resolved, but I will only know once I receive a refund for these items.

  Customer Answer

  Date: 14/01/2025

  The consumer contacted BBB and stated the complaint has been resolved.