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:03/01/2025

  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,

   

• Initial Complaint

  Date:30/12/2024

  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.

  I ordered an * gift card through SAXX underwear website on December 12, 2024. Immediately after placing the order I received an email confirming the order however no * gift card was attached. This was supposed to be a Christmas gift however almost 3 weeks later I still have not received the * gift card. I have tried numerous times to call SAXX however there is no answer and an automated message that says they are currently not accepting phones calls. Ive tried the live chat on the website but it says the chat is currently closed. Ive also tried emailing to the email they provide but have not got a response. This is very frustrating as an * gift card should instantly be sent to an email address and I cant get in contact with anyone to find out if I missed something or what is going on.

  Business Response

  Date: 30/12/2024

  Hello,

   

  We did re-send the Gift Card to you on 12/12, 12/26 as well as 12/30.

   

  The code is received via email, but we recommend searching your spam or promotional folder. In the event that it is not there, please let us know and we will likely have to opt for a refund, as we are unable to modify the receiving email address, as our system considers gift cards as a method of payment.

   

  Kind regards,

   

  Customer Answer

  Date: 30/12/2024

   
  Complaint: 22743930
  
  I am rejecting this response because I still have not received the gift card code via email, I have searched all folders. Im not sure why I wouldnt get the gift card via email because I immediately got my purchase confirmation on 12/12. I also receive daily ad emails from ****. Please refund me my $100. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/01/2025

  Hello,

   

  We're sorry to hear that you are still not receiving the gift card. We can confirm that it is being sent to the right email address on file.

   

  As requested, we have issued a refund onto your original method of payment and have sent you a follow up email.

   

  Kind regards,

   

• Initial Complaint

  Date:19/12/2024

  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.

  I ordered two items from SAXX on Nov 27, 2024, I have still not received the items and the shipping time frame has long been passed. I emailed the company many times, however, have not received any response or refund. Therefore, the company has committed fraud, they charged me for items that I did not receive and will never receive.

  Business Response

  Date: 20/12/2024

  Hello,

   

  The tracking of your outstanding order was delivered on 12/19. Please note, the other order in question has already been refunded and a resolution has been provided via email confirming the refund.

   

   

  Customer Answer

  Date: 23/12/2024

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

• Initial Complaint

  Date:04/12/2024

  Type:Sales and Advertising 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 purchased goods and unfortunately missed the apartment number on my order. I quickly contacted the seller and was told: 1. "As we aim to ship your order as quickly as possible, we regret that it is not possible for us to handle change or cancel requests once an order has been submitted". And,2. "If you have entered the wrong shipping address on your order, it is the customer's responsibility to locate the package."At the same time, the website has a 'to cancel your order' or 'change order'. The answer is predetermined with Sorry, we cannot help. Points 1 and 2 above are restated. Regardless of when the request is raised. Also, getting the correct address is the buyer's risk, and there is no way to change the address once it is entered. On top of this, all email/chatbot responses provide the same answer and again reference points 1 and 2 above. At no point does the seller intend to act on or honour the option to cancel an order. This appears to deny a buyer the right to cancel an order, as advertised on the company's website, and seemingly in line with the company's policy. I am concerned this is illegal and would like to ensure other buyers are not caught out by this seller.

  Business Response

  Date: 09/12/2024

  Thank you for bringing this to our attention. We understand how frustrating it can be when changes cannot be made to an order.
  
  At SAXX, we strive to ship orders as quickly as possible. To achieve this, order information is transmitted instantly to our warehouse for fulfillment and printed for packing. This means we are unable to change or cancel an order once it has been submitted.
  
  To ensure transparency, we include a disclaimer at checkout stating: "Please ensure all order information is accurate. Once submitted we cannot change or cancel an order."
  
  As outlined in our email correspondence, weve provided the best steps forward for your situation. If theres anything else we can assist you with, please dont hesitate to reach out.
  
  We appreciate your understanding and your continued support of SAXX.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22634348
  
  I am rejecting this response because: the company indicates it has options to cancel/change orders on its website. When in fact it has no intention to allow customers to cancel or change orders. The order does not go instantly at the time it is made as **** claims. Saxx was able to write to me three to four times in order to tell me they could take no action on changing address, all in the 2-3 days before the order was even processed and/or shipped. There was time for Saxx to action -  in fact **** now claims the address change has been actioned. I think it may be legal requirement to have cancel option when making direct sales to customers in **************** in line with the consumer protection act. **** does not have this option available. This would appear to be unfair to the customer and not in line with consumer protection requirements. This also seems to be disingenuous, as its neither a cancellation policy or nor an option to cancel anything. Perhaps the BBB could advise on this; is what Saxx is doing (i.e. not having a true cancellation policy or an actual option to cancel) in line with the expectations of BBB and consumer protection act in ****************, ******? 

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

  Business Response

  Date: 17/12/2024

  Hello,
  
  Thank you for bringing this to our attention, and were sorry to hear about your experience. At ****, we aim to process and ship orders as quickly as possible to ensure our customers receive their purchases promptly. For this reason, once an order is submitted, it immediately enters our fulfillment process, and we are often unable to make changes or cancellations.
  
  We sincerely apologize for any confusion caused by the 'Cancel Your Order' or 'Change Order' options referenced on our website. These tools are designed to provide quick and clear answers for frequently asked questions, but we recognize that the messaging may not have provided the clarity you needed in this situation. We will review this to see how we can improve.
  
  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 addresswould 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 appreciate your feedback and take it seriously as it allows us to identify areas for improvement. Please dont hesitate to reach out to our Customer Support team directly at ******************************* with your order details. Wed be happy to review your situation further and work toward a resolution.
  
  Thank you again for sharing your experience, and we hope to earn back your trust.
  
  Sincerely, 
  

  Customer Answer

  Date: 18/12/2024

   
  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:04/11/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 early August 2024 I placed an order for 6 pairs of underwear based on the quality and comfort of a previous order! The underwear was delivered some two weeks or so later I immediately noted that some pairs were more comfortable and some identical pairs fit differently although all were the same ******* late ************* September I wrote to Saxx Via their website contact us box advising them of the issues experienced and received no reply!Over the next two months the underwear became completely un-wearable Late October contacted Saax via the purchase email this time I explained issue & sent pictures proving there was a huge quality control issue with four of the six pairs I received a cut and paste response reply indicating there was no warranty on defective or shoddy merchandise & not covered by either the 30 day or one-year warranties Subsequent communication with **** customer service then denied that I had contacted them in late August and that there are no refunds period!This was all quite baffling as Saax advertises 30-day money back, 30-day warranty and a one-year warranty which apparently none of these apply to the shoddy products that they sold me!1) Photo # 1 - Shows two XL - The bottom pair is so large it does not fit and falls down 2) Photo # 2 - Shows two XL - Again the bottom pair is so large they do not fit and also fall down 3) Photo # 3 & 4 - These pair are now two uncomfortable to wear as they do not fit the crotch - There appears to be a crotch stitching or size error as at no time can we lay out the underwear wear the length of the crotch material is the same size (As the photo shows)4) Photo # 5 & 6 - These are also uncomfortable to wear - Left and right photos show the underwear is different lengths per side 5) Photo # 7 - These pair are two large and cannot be worn comfortably - Issue is size is not consistent with Photo # 8 pair 6) Photo # 8 - These underwear are comfortable and have no problems at all

  Business Response

  Date: 12/11/2024

  Hello,
  
  We're sorry to hear of your disappointment. We will review your email correspondence and reply directly to you via email.
  
  SAXX
  

  Customer Answer

  Date: 14/11/2024

   
  Complaint: 22508382
  
  I am rejecting this response because: Saxx has made no attempt to resolve this matter - As well I would prefer that Saxx direct correspondence through the BBB so there will be a record of all correspondece of both parties
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 19/11/2024

  Hello,
  
  We sincerely apologize for the frustration this situation has caused. At ****, we are committed to providing high-quality products and ensuring a positive experience for our customers as much as reasonably possible.
  
  We have carefully reviewed the photos and details provided and appreciate the effort in sharing this information. As previously mentioned, we have no record of the initial request you noted that was submitted within the return window. Despite multiple attempts to locate this communication on our side, and requests for you to send the original request to us, we have not been able to verify its submission. Unfortunately, without this documentation, we are unable to proceed with a claim beyond the terms of our return policy.
  
  If any additional information or proof of submission becomes available, we are happy to revisit this matter.
  
  We take all feedback seriously as we continue to improve our processes.
  
  SAXX

  Customer Answer

  Date: 22/11/2024

   
  Complaint: 22508382
  
  I am rejecting this response because:

  Saxxs reply once again employs the deflect tactic that has been practiced since the purchase!
  
  Saxx promotes their product with a one year and 30-day guarantee, yet when faced with defective shoddy products they engage in a distort and deflection tactic requesting the client provide exact dates and times of both written and phone conversations,all the while knowing that the odds of a client knowing this information is next to nil!
  
  I called in to inform Saxx of the issues with my underwear a few weeks after wearing them.Saxx customer service told me to direct my complaint in writing either via the web site online form or an email they rhymed off.
  
  I followed the instruction and filled out the online form. Now **** wants me to provide the exact date and time that this was done, knowing full well that no clients would have documented this information **** has this information, yet conveniently they chose not to locate it and use this as a reason to deny any warranty.
  
  I traveled a lot in September and always used an e-sim for calls. E-**** do not provide a record of the time and day and what number they are using to call Saxx.
  
  Saxx wants me to provide a date and time for the phone call. This is unreasonable!
  
  As well Saxx customer service should have made notes on my account when I called in Yet they conveniently have no record of this communication and expect me to prove the calls when either their own customer service failed to make notes or they are using this again as another excuse to deflect from providing either a one-year warranty or a 30-day warranty as they promote on their web site and social media and other advertisements.
  
  I have spent considerable time writing and documenting the issues of the underwear with measurements, photographs which show one leg shorter than the other, inaccurate sizing and defective stitching etc.
  
  Saxx either does not respond or they deflect to denying warranty based on the lack of providing impossible communication dates & times This tactic occurs over and over and over.
  
  I cannot wear the product I have offered to ship the underwear back to **** if they provide a pre-paid label. This would allow **** to see the issues for themselves. This request is ignored and deflected back to NO WARRANTY as I do not have dates of phone calls and emails!
  
  The internet is full of one-star reviews by customers like myself who have experienced this deflection and denial of warranty tactic to escape the warranty promises they make.
  
  This would appear to indicate Saxx is using this tactic with purpose and deliberately. This could be classified as fraudulent!
  
  Not only is advertising One year and 30-day warranties to sell a product and then using impossible loop holes to escape fulfilling the warranty of the sub par products they well know they are selling wrong and unacceptable.
  Saxx is with purpose defrauding new and old clients purposely and without regret!
  
  Once Saxx has the clients money The client is dead to them!
  
  Saax is a business of disrepute and I request this fact show on the BBB for the world to see!
  
  I do not accept this response The response is unacceptable!

  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:27/08/2024

  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 have purchased saxx for years. In approximately May of 2024 I purchased several pairs of their hyperdrive underwear. The product was causing a rash and wearing prematurely from rubbing and chaffing. I reached out and I was happy when I got a reply quickly. I was instructed to complete a warranty form which I did promptly. I reached back out to try and have their team locate my order number as my order was placed directly through them. Since reaching back out, I have received no responses and I have tried to call their phone line on many occasions, only to get an automated message stating they are closed at this time (normal business hours) and hope to get their customer service levels back up. There was no way to leave a voicemail for them either. Their Underwear was expensive and at this time no one is communicating with me to try and find a solution to my issue.

  Business Response

  Date: 27/08/2024

  Hello,

   

  We have replied to the ongoing thread with the customer that was initiated on Sunday, 08/25/2024.

  We have provided details on the case in question.

   

  Kind regards,

   

  Customer Answer

  Date: 27/08/2024

   
  Complaint: 22202034
  
  I am rejecting this response because they are trying to tell me I got the underwear for free.  This is not factual.  I have two email address and they are city fusing the order they could not fulfill with the one they did fulfill.  I have replied to their email thread.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 29/08/2024

  Hello,

  We received the alternate email provided by the customer and were able to locate the order and are currently in contact with the customer and have reached an amicable resolution.

  Customer Answer

  Date: 29/08/2024

   
  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:23/08/2024

  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.

  *** attempted to contact **** via phone and email to process a return with no response other than directing me to the return portal. I have submitted my return via the portal but have not received any information regarding next steps or an address to send my product to. I do not want to miss the 30 day return window. The items were purchased on 8/7/24,

  Business Response

  Date: 23/08/2024

  Hello,

  A return label was provided on 08/23 at 8:27AM PST with all the necessary details for return.

  Please let us know if you have not received it and we will gladly resend it to you.

  Kind regards,

   

   

  Customer Answer

  Date: 23/08/2024

   
  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:07/08/2024

  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.

  I have sent countless emails, texts and tried calling. My shipment was not received. I asked for a replacement or refund. **** was told was it was delivered. But I didn't get it.

  Business Response

  Date: 07/08/2024

  Hello *****,
  
  We apologize for our longer than normal response time at the moment. Please check your email for full details on the steps we've taken.
  
  Please let us know if you any further questions.
  
  Sincerely,
  
  SAXX

• Initial Complaint

  Date:02/07/2024

  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.

  Purchased 3 pairs of underwear within a month waist bands began to stretch paid over 60 dollars a pair and won't even keep up around waist worst underwear I ever bought and price was unreal how anyone buys these for that price is criminal

  Business Response

  Date: 02/07/2024

  Hello,
  
  Thank you for taking the time to share your experience. We take great pride in the quality of our products and are very sorry that the items you received did not meet the level we expect.
  
  As we take these matters seriously, we kindly ask that you complete the Warranty Form provided below to initiate the process for our 1-year warranty. This information will also be shared with our product and design teams for review with our manufacturers to ensure we maintain the premium products SAXX is known for.
  
  Please click here to start your warranty claim: 
  *****************************************************************************************************************;
  
  As a note, we found an email from you dated on April 2, 2024 to which we replied to on April 3, 2024. We didn't receive a reply to that, so we wanted to flag this in case you hadn't seen that reply.
  
  Thank you again for your feedback and for giving us the opportunity to make this right. We look forward to hearing from you and working to find a solution soon.
  
  Sincerely,
  SAXX

  Customer Answer

  Date: 09/08/2024

  Nothings been resolved they never even returned my email you can't even put a review about there crappy overpriced products . They need to account for this!

  Business Response

  Date: 12/08/2024

  Hello *****,
  
  Thank you for reaching out to us regarding your warranty claim. We value our customers and aim to provide the best possible support.
  
  In the inquiry you sent, we received pictures of two pairs of SAXX underwear. However, as outlined in our warranty terms and conditions, we do require proof of purchase within the past 12 months to proceed with a warranty claim. Despite our efforts to follow up with you on two separate occasions, we did not receive the necessary proof of purchase.
  
  Wed like to clarify that the typical price of our underwear ranges from $30 to $40 per pair, depending on the style. We strive to provide quality products that are a good value, and were sorry to hear that your experience didnt meet your expectations.
  
  For your convenience, here is a link to our terms and conditions where you can find more details about our warranty guidelines: ************************************************************************************************************.
  
  If you can provide proof of purchase from within the past year, we will gladly move forward with processing your claim, in line with our warranty policy. Unfortunately, based on the information currently available, the warranty requirements have not been met.
  
  We appreciate your understanding and are here to assist further if you have any additional information or questions.
  
  Best regards,  
  SAXX

  Customer Answer

  Date: 14/08/2024

   
  Complaint: 21930633
  
  I am rejecting this response because:
  Who keeps underwear receipts for a year? This company's a joke no wear to put reviews of your products 30 to 40 dollars for pair of underwear is consumer fraud 
  Sincerely,
  
  ***********************

  Business Response

  Date: 15/08/2024

  Hello,
  
  Within the claim is noted the warranty is regarding products purchased from our website. When checking the profile linked to the email address provided the most recent order was placed at the beginning of January 2023, which puts the items outside of our posted 12 month warranty window. Included is a link to the posted warranty policy on our website: ***********************************************************************************************************
  
  We do regret the disappointment this has caused.
  
  SAXX

• Initial Complaint

  Date:04/03/2024

  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.

  US-******* This package that I ordered on February 5th was lost the first time and after three calls and several emails, a replacement was sent.When the replacement was sent on February 25th, I was told it would be here on February 29th. Tracking said later now March 1st then it changed to March 2nd.By the time of this email March 3rd it has been to some destination two or more times and is still just being passed around my location but not to me.On Sunday when we spoke and also mentioned in an email I ordered this for a Vacation the beginning of March. I ordered it in the begining of February to ensure it would arrive on time. I am leaving on Monday and will be leaving with out it. I will be needing a Return Label should I ever actually recieve this swimsuit. Disappointed,*************************

  Business Response

  Date: 05/03/2024

  Hello,
  
  Please accept our apologies for the series of inconveniences experienced. Our **************** team has reached out directly to you to suggest a resolution. We will watch for your reply.
  
  Sincerely,
  
  SAXX