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: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: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.

• Initial Complaint

  Date:06/01/2025

  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.

  I made a purchase online from **** on November 29, 2024. This purchase included 10 pairs of mens underwear, packaged in 9 boxes (one box was a 2-pair package). These were purchased as Christmas gifts.The package arrived on December 6, 2024. The package remained unopened until I opened it to wrap presents on December 21. At that time, I realized that two of the pairs of underwear contained in one box (the Vibe X-tra 2-pack) were missing. I promptly notified Saxx of the missing items via email on December 21. On December 22 I received an email response from **** asking that I send them a photo of the items that were received so they could assist. I promptly responded with that photo on December 22.Since that time, I have received no response from **** and have been unable to connect with anyone in customer service, despite multiple attempts to do so. I have followed up by email with no response, submitted requests for assistance via their website with no response, attempted to contact customer service which does not appear to be open and doesnt accept messages, and have reached out via various social media channels with no response.What I am requesting is simple - either send the items that were missed from my order or refund my money for the missed items.Supporting documents attached - Receipt, photo of received items, attempts at communication with Saxx

  Business Response

  Date: 07/01/2025

  Hello,

  We apologize for the missing item in your order.

   

  As per our email correspondence, we have entered a replacement of the missing item at no further cost to you.

   

  Kind regards,

   

• Initial Complaint

  Date:03/01/2025

  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.

  Dec. 2: I placed an order for four 3-packs of boxer briefs Dec. 10: I received shipment.Dec. 15: I notified Saxx that a box that had been sliced through and included a photo.Dec. 15: Saxx blamed the courier and replied" We apologize on behalf of the courier for the inconvenience and will be filing a complaint regarding this shipment." They offered a "20% discount on this item or a free return shipping label so you may immediately reorder."Dec. 16: I replied that the damage (which rendered it unsaleable) was incurred at the warehouse, before shipment, as the other items in the shipment and the packaging itself were in fine condition. The damage was NOT from courier negligence, as stated by Saxx.Dec. 20: Saxx conceded: "We sincerely apologize for the damage to your order. It appears that the damage occurred during the packaging process at our warehouse. We appreciate your feedback and will take steps to ensure that our items are packaged more carefully in the future to prevent such issues. As a token of our apology, please use the code below for 20% off your next order."Dec. 26: I reply: "In regards to this customer service matter, I'm afraid it's unacceptable as I'm still stuck with damaged merchandise. I'm very surprised and very disappointed that I'm engaging in such a protracted back- and- forth exchange in seeking to rectify the issue that originated in the Saxx warehouse[ ...] If there is a fear that I'm trying to finagle free underwear, I'm happy to send the sliced box back when I receive postage- paid packaging material and I can leave it on my porch to be picked up by the carrier of your choice."Jan. 2: Saxx replied: "If you are able to provide a photo showing damage to the boxers themselves, we are happy to offer a refund or replacement."Saxx wants to pass the blame then repeatedly insult my dignity. I don't want to talk to them anymore. I never want to do business with them again.

  Business Response

  Date: 13/01/2025

  Hello,

   

  We have reviewed communication in regards to the order. We have offered a replacement if pictures showing damage to the products can be provided. However, we have not received a response in regards to our inquiry on 01/02/2025.

  The current photos provided show a crack in the box, but we have yet to receive photos of the products. If pictures are provided of a damaged item, we will gladly assess the matter.

   

  Kind regards,

   

   

   

  Customer Answer

  Date: 14/01/2025

   
  Complaint: 22760504
  
  I am rejecting this response because: I was sent damaged merchandise. I did not do anything wrong and I already did my part by sharing photo evidence. Would ****** accept this damaged merchandise? Would ****** be able to sell this sliced-through box? By your admission on December 20, the damage occurred "during the packaging process at our warehouse." Therefore, the responsibility to correct the mistake lies with the manufacturer, not with the consumer. You insist that I send a picture of the actual underwear, as if I will hire a third party to inspect the underwear for microtears that are not visible to the naked eye. By this logic, a box of underwear could be dipped in raw sewage but the actual underwear would still be structurally sound. I do not want a sliced-up box of underwear that was supposed to be a Christmas gift.  I do not want a replacement from a company that disrespects customers. I want a refund. I am extremely unsatisfied with this company and will no longer do business with them.
  
  Sincerely,
  
  ****** **

  Business Response

  Date: 27/01/2025

  Hello,

   

  We have outlined that we require proof that the product itself has been damaged. We have offered to resolve this at no further cost to the customer, but we have yet to receive a photo displaying any damages to the products themselves. 

  Once that is received, we may assess the matter. However, we require proof of damaged product.

  Customer Answer

  Date: 28/01/2025

   
  Complaint: 22760504
  
  I am rejecting this response because:
  The product is damaged. No store would sell this product. No consumer would buy this product.  See photo evidence.
  Sincerely
  ****** **

  Business Response

  Date: 29/01/2025

  We deeply regret the ongoing frustration and the continued back-and-forth regarding this matter, as well as the rejection of our previous attempts to resolve the case by requesting photos showing damage to the underwear. Our goal is to resolve this matter fairly and efficiently.
  

  We fully acknowledge the issue with the packaging and regret that there was a slice on the external packaging. However, despite our repeated requests, we have only received photos showing damage to the package itself, not the product. As previously noted, we are unable to proceed with a refund or replacement without visual confirmation of damage to the boxers themselves.
  
  The refund amount noted in this claim is $183.59, though the actual cost of the item in question (DropTemp Cooling Cotton 3-Pack) is $64.46. In addition to offering a 20% off code, we have requested photos twice that show damage to the product. We understand that the packaging didnt arrive as expected, and we sincerely apologize for that. However, we are unsure why there is reluctance to provide photos demonstrating the damage to the product itself.
  
  To move forward and resolve this, we have emailed a pre-paid return shipping label and return instructions, allowing the items to be sent back to us. This will require the return to be dropped off at the courier for shipping. Once we receive the damaged items, we will process a refund back to the original form of payment.
  
  We truly want to make this right and are committed to work toward a resolution. 
  
  Sincerely,
  SAXX

  Customer Answer

  Date: 30/01/2025

   
  Complaint: 22760504
  
  I am rejecting this response because:
  It is unsatisfactory.

  I thank you for the return shipping label but that in itself will not suffice. I am seeking restitution for $64.46, the price of the slashed box. The other boxers have long been given away, since these were all holiday gifts that I ordered on 12/02/2024. Your company stated, "... [W]e are unsure why there is reluctance to provide photos demonstrating the damage to the product itself." In fact, I have provided photos that demonstrate the damage to the product. I do not appreciate the accusatory tone that blames me, a consumer who wanted to take a chance on a new brand. The problem is NOT that I refuse to provide photos "of damage to the product itself." The problem is the lack of Quality Control. Quality Control or a supervisor should have intervened and caught this damaged box. It never should have left the warehouse because it is unsuitable for sale.

  Here is how we can move forward:

  a. A refund of $64.46

  b. A replacement

  c. Packaging material & return shipping label is mailed. Courier picks up from my house.

  I will not find packaging, tape, print a shipping label, drive to a ***** and drop off a package because that is extra work for me when I am not at fault. Your company mistakenly sent me damaged goods. Everyone makes mistakes and I acknowledge that your company made a mistake. It just needs to be fixed.

  Sincerely,
  
  ****** **

  Business Response

  Date: 31/01/2025

  Hello,

  The customer has been emailed with a resolution.

  Kind regards,