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Business Profile

Designer Apparel

Saxx Underwear

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Designer Apparel.

Complaints

Customer Complaints Summary

  • 33 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2024

    Type:Delivery Issues
    Status:
    Answered
    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

  • Initial Complaint

    Date:25/01/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    My husband placed an order for a double pack and single pack of underwear. We received the double pack but not the single pack. I emailed them on 1/13 and did not get a response in their time quoted. I also called on 1/24 and never got a call or email back. This is the second order in the last month we’ve had problems with. **********.

    Business Response

    Date: 25/01/2024

    Hello,

    We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

    Please watch for an email from us with a resolution.

    Thank you,

    SAXX

    Customer Answer

    Date: 25/01/2024



    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:22/01/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 placed two orders weeks ago and they have been showing delivered to my address for over a week now without me actually receiving the packages. I've contacted via email and phone all week with 0 replies or answers. I first placed the orders December 31, it's been a total of 21 days of waiting now. I'm beyond upset about the lackluster communication or even attempts of customer service.

    Business Response

    Date: 25/01/2024

    Hello,

    We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

    An agent will reach out to you immediately.

    Sincerely,

    SAXX

    Customer Answer

    Date: 25/01/2024



    Complaint: ********



    I am rejecting this response because: They didn't even reply, it's a automated response.



    Sincerely,



    ***** **********

    Business Response

    Date: 02/02/2024

    Hello *****,

    Again we apologize for the inconvenience and unpleasant experience and so a refund for the orders has been processed back to the original method of payment as to not delay this issue any longer. Please allow 3-5 business days for the funds to appear back on your account.

    We appreciate your support, and please let us know if there is anything else we can assist with.

    SAXX

    Customer Answer

    Date: 05/02/2024



    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:19/01/2024

    Type:Product Issues
    Status:
    Answered
    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.
    This company does not make it easy to return a gift. I placed an order early in December, 12/05/2023, for a Christmas gift. The gift wasn't opened until the first week of January and there are only 45 calendar days to return the unwanted items. There is no information for returning the items only that you have to contact the company for the return address. Their phone lines have been tied up and today they are stating they are overwhelmed and cannot take your call. All you can do is send an email and it will be at least five days before you hear back. The 45 days will be over by that time. This is a US order. This is very inconvenient and I've never run into such difficulty with any other company. I will not be purchasing in the future if I'm unable to complete this return.

    Business Response

    Date: 25/01/2024

    Hello,

    We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

    An agent will reach out to you immediately to resolve this situation.

    Sincerely,

    SAXX

    Customer Answer

    Date: 25/01/2024



    Complaint: ********



    I am rejecting this response because:

    This company does not  provide you with a return address or information on how a return can be made.  On their website it states a return must be made within 45 calendar days.  There is another statement, outside of the return information, that returns can be made until January 31, 2024.  I don't know if my Christmas gift purchase made on December 5, 2023 can be return for a refund.



    Sincerely,



    ****** *****

    Business Response

    Date: 25/01/2024

    Hello,

    We're sorry to hear this. Last week, an agent spoke with someone at your phone number and let them know that a full refund had been processed for your order US-*******. We just tried calling you now but weren't able to get through, so sent through an email to discuss further. We look forward to resolving this case in full and will watch for your reply to the email.

    Sincerely,

    SAXX

  • Initial Complaint

    Date:19/01/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    On Jan 09 2024 I placed an order total $139.21 for 6 pcs of underwear. It was delivered Jan 15 2024, short 1 pc. I emailed and called them to let them now with no response at all. No email back or message at all.
    #********** Is the order number.

    Business Response

    Date: 25/01/2024

    Hello,

    We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

    An agent will reach out to you immediately to resolve this situation.

    Sincerely,

    SAXX

    Customer Answer

    Date: 25/01/2024



    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:15/01/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 January 2, 2024 (Order CA-*******)
    -Received order on January 8
    -Item does not fit
    -Emailed to request an exchange on Jan 10th
    -Auto response received saying will respond “as quickly as possible”
    -No response in 48 hours
    -Emailed again on Jan 10th
    -Tried calling toll free number 1-844-877-7299 multiple times during business hours and the general voicemail message says their office is closed
    -No contact on any level in over a week

    Business Response

    Date: 16/01/2024

    Hello,

    We are truly sorry for this experience and extended response time. You should never have had to follow up on your initial exchange request. 

    An agent will reach out to you directly to discuss this further.

    Sincerely,

    SAXX

  • Initial Complaint

    Date:11/01/2024

    Type:Product Issues
    Status:
    Answered
    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 received 4 pair of SAXX underwear for Christmas which I wanted to exchange for different underwear with the company. I reached out via email on 12/26 explaining what I was trying to do. I also attempted a phone call, but it’s automated saying they cannot take calls and email back. On 12/27 I got a response asking for the order number, and what products I wanted to send back. I sent that back immediately and received an automated message it was received. On 12/31 received another email asking why I wanted to return the items. I again explained I prefer a different underwear the company offers and wanted to merely exchange them. Since then, I have sent 2 follow up emails asking for a return authorization and how to exchange and no response. Have attempted phone calls numerous times, phones still automated and no way to get anyone on the phone. All I want is to exchange 4 pair of underwear that are brand new in the box and have a receipt. This should not take weeks to get a return label.

    Business Response

    Date: 11/01/2024

    Hello,

    We are truly sorry for this experience, you should not have been asked for the same details multiple times, which extended how long it took for you to get the exchange set up. We are reviewing this internally and will conduct retraining.

    An agent will reach out to you directly to discuss this further.

    Sincerely,

    SAXX

  • Initial Complaint

    Date:03/01/2024

    Type:Product Issues
    Status:
    Resolved
    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 2 separate orders with SAXX. One came with no issues. The other, I was sent completely wrong items. I emailed the company. They responded on December 23rd, but referenced the order that I did receive with no issues. I emailed back with the other order number and provided pictures of what I was supposed to receive and what I did receive, as per their request. I have heard nothing from them ever since. I have emailed them several times with no response.

    Business Response

    Date: 04/01/2024

    Hello,

    We are sincerely sorry for the delay in getting back to you. We have replied to your email, and hope offered a resolution. Please do let us know if you have any concerns or questions.

    Thank you,

    SAXX

    Customer Answer

    Date: 05/01/2024

     
    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:03/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 $450 purchase online and they sent me an email saying there is a discrepancy and they can't ship my items even though they charged my credit card. I called the customer service line about 100 times and it's an automated message that they can't take my call. I've sent multiple emails and STILL no response back. At this point I just want my money refunded and don't want any of their items.

    Business Response

    Date: 04/01/2024

    Hello,

    We are incredibly sorry for your experience with our company so far. It is not up to the standards we hold ourselves to, and we are sincerely sorry for any inconvenience.

    Your order has now been processed and is going to be shipped out shortly, however please check your inbox as we've sent a few options for how we can move forward.

    We look forward to speaking with you further to fully resolve the situation.

    Sincerely,

    SAXX

    Customer Answer

    Date: 05/01/2024

     
    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:28/12/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Ordered product for 5 items totaling $221.25. **** instead sent me boxers, that I didnt even order and arent even my husbands size! The company totally let me down since this was supposed to be a Christmas gift. *** attempted to reach out via phone and email and got no response. #US-*******

    Business Response

    Date: 28/12/2023

    Hello,

    We truly apologize about the delay in responding and the errors with your order. An investigation has been opened with the warehouse to understand how this happened.

    We have processed a refund, you will see this reflected onto your method of payment in 3-5 business days.

    You'll see an email from us today with full details as well. We hope this helps, but please let us know if you have any further questions.

    SAXX

    Customer Answer

    Date: 29/12/2023


    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,

    *************************

Saxx Underwear is NOT a BBB Accredited Business.

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