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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

  • 35 total complaints in the last 3 years.
  • 18 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.

Sort by

Complaint status

Complaint type

  • 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,

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

  • Initial Complaint

    Date:05/12/2023

    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.
    Purchased seven pair of underwear from SAXX online store on 11/24/2023. Received purchase on 11/27/2023. Sent email to SAXX on 11/27/2023 requesting a return authorization and return label for a refund under their Comfort Guarantee. They require I provide order date,delivery, date, order number. Product description, product price, product color All this information can be obtained with just the order number that they issued at time of sale. They have this information at their fingertips. I jumped through all their hoops anyway. I am still waiting to here from them. I sent multiple emails to customer service and I am still waiting. This is unacceptable service. Their guarantee means nothing if they dont respond.

    Business Response

    Date: 07/12/2023

    Hello,

    We do sincerely apologize for the longer than normal response time. We are managing high contact volumes, and it has regrettably resulted in delayed replies. Additional support resources have been added to help us get back to our normal service levels.

    Dec 5th a pre-paid return shipping label was emailed to you with all the instructions. We hope that answered all your questions, but please do not hesitate to let us know if there's anything else we can help with.

    Sincerely,

    SAXX

    Customer Answer

    Date: 08/12/2023

     
    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,

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

  • Initial Complaint

    Date:19/05/2023

    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.
    I purchased 3 pairs of underwear based on ****'s refund guarantee which claims a customer si entitled to a full refund if they are unhappy with the product. The product was uncomfortable and consistently rode up, so I asked for a full refund. Saxx demanded the used underwear back and provided a return shipping label through ************ I live in ******, where there is no ************ so I am unable to return the underwear. I want Saxx to stand behind their guarantee and issue a full refund. If they want back the underwear, they need to provide a *********** or ** shipping label.

    Business Response

    Date: 25/05/2023

    Hello *****,

    We're very sorry that the product didn't work for you. We apologize that you were initially provided with a *********** pre-paid shipping label rather than a ** ***** label for your return. That was a human error, which I understand caused you confusion and concern. You notified ** of this error May 19th, and we replied to your email with a new pre-paid ** ***** shipping label May 20th, so you could send the product back. I hope that helped, but please do let ** know if you have any further questions or concerns.

    Thank you,

    SAXX


    Customer Answer

    Date: 25/05/2023


    Complaint: ********

    I am rejecting this response because: I shipped the item back but still haven't received a refund. Because of how Saxx has handled the return, I'd like to keep the complaint open until a refund is received.

    Sincerely,

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

    Business Response

    Date: 26/05/2023

    Hello,

    We understand your desire to keep the case open until the refund is processed. Tracking shows your return is still in transit. Someone on our team will reach out to you once the return has been received and processed, within the timeframe we noted in the email. If you have any further questions, please don't hesitate to reach out.

    SAXX

    Customer Answer

    Date: 26/05/2023


    Complaint: ********

    I am rejecting this response because:
    Business has yet to issue a refund and is claiming over 30 days necessary to do so. Please leave open until a refund is processed
    Sincerely,

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

    Business Response

    Date: 05/06/2023

    Hello,

    I'm happy to confirm that June 1st the refund was processed, and a notification email sent with full details of the refund.

    Please let us know if you have any further questions.

    Thank you,

    SAXX

     

     

    Customer Answer

    Date: 08/06/2023


    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,

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

  • Initial Complaint

    Date:10/03/2023

    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 2/20/23 I made an order online (US-******). This order has still never arrived. It is now 3 weeks later. They sent me a tracking number that was returned to sender by the post office. It this point I just want a refund.

    Business Response

    Date: 13/03/2023

    Hello - Included below is an email reply sent to the customer March 10, 2023.

    -----

    Hello,


    We truly apologize for the inconvenience but I can confirm that a full refund has been processed back to the original form of payment. Please allow 3-5 business days for the transaction to appear on your statement.


    We hope this helps! Please let us know if you have any further questions.


    All the best,


    SAXX

    Customer Answer

    Date: 13/03/2023


    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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