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:06/30/2025

  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.

  Order of 12+ items originally made on June 15th. SavageFenty sent the order to my old address. I checked and my new address was provided/old removed BEFORE the order was made. Order was delivered to incorrect address, despite my calling Fenty and the third party OnTrac to inform them it was heading in the wrong direction. I am told, that the people living in the house the order was incorrectly delivered to, called Savage Fenty and were told to open and KEEP my order, and that Savage Fenty would resend my order to me. As of today, June 30th. I have not received my items. I called Savage Fenty again 6/30 and asked if it is their policy to tell someone else to both open and keep MY mail. They just apologized and offered me a $20 credit for the trouble. It is illegal to open another person's mail and keep it. Savage Fenty allowed these people to have access to my personal information and property.

  Business Response

  Date: 07/02/2025

  Hello April,

  Thank you for reaching out through the BBB. Were sorry to hear about your experience.
  
  According to our records, your order was delivered on July 1st. If youre experiencing any issues with the delivery, please dont hesitate to let us knowwere happy to assist.

  Best,

  *******

• Initial Complaint

  Date:06/25/2025

  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 am filing this complaint against Savage X Fenty in regard to an unresolved issue with an order I placed on March 24, ******* order did not arrive at the scheduled time, and it was not delivered to my address or to the designated drop-off location. I immediately contacted the company to report the issue and requested either a refund to my original payment method or a reshipment of the order.Despite my efforts, Savage X Fenty refused both resolutions. Instead, they offered only a store credit, which I do not accept. I no longer wish to do business with this company due to their poor customer service and failure to take responsibility for a missing package. A store credit is not an appropriate resolution when the product was never received.I am requesting that Savage X Fenty issue a full refund to my original payment method, as I did not receive the goods I paid for. I have attempted to resolve this directly with the company, but they have not provided a satisfactory solution.Please assist in holding this business accountable and helping me obtain a fair solution.

  Business Response

  Date: 07/02/2025

  Hello ****,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience and appreciate the opportunity to address your concerns.
  
  As outlined in our Terms of Service, we reserve the right to determine the outcome of non-delivery claims. In this case, photo confirmation of delivery was provided, and as such, the original request for a refund was initially declined.
  
  However, as a gesture of goodwill, we have gone ahead and processed a refund to your original payment method. Please allow 5 to 7 business days for the funds to reflect in your account.
  
  If theres anything else we can assist you with, dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:06/23/2025

  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.

  Business Name: Savage X Fenty (Lavender Lingerie, LLC)Nature of Complaint: Refund not received I called in February to as for a refund and to cancel my membership they agree and refund after that i see that they keep charging me i called again they say they will resolve that i can keep using the credit but it wont be charged but was a lie ai feel robbed I contacted Savage X Fenty multiple times requesting a refund, and they have either ignored me or failed to resolve the issue.I am tired of waiting. This is a final request before I escalate through other channels, including my bank and consumer protection agencies. I request a full refund of ***** soon as possible.I believe I have been more than patient and deserve fair treatment as a customer.

  Business Response

  Date: 06/25/2025

  Hello Rheyny,

  Thank you for contacting us through the BBB. We're sorry to hear about your experience and appreciate you bringing it to our attention.
  
  A refund for the 4 credits on your account has been processed. Please allow 7–10 business days for the funds to reflect in your original form of payment.
  
  If there's anything else we can do to assist you, don’t hesitate to reach out.

  Best,

  Natasha

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23509454, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Rheyny Ortiz

• Initial Complaint

  Date:06/09/2025

  Type:Billing 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 been a "VIP Member" of Savage X Fenty for 2 years now. There is a monthly billing towards a member credit unless you actively skip the month within the first 5 days of the month, or there is an option for a 3-month "Pause." This is the second time I have requested and been confirmed a 3-month pause, yet been charged for a credit during the first month. Both times I have had to request a refund, and had online agents tell me that either I had not paused, or that my pause would not take effect until the next month, despite any and all information given in the confirmation email. Both times I have had to argue this. I have now been refunded both times but I am concerned this is an intentional feature and not a bug in their system. I'm assuming the company assumes that most people will not notice or argue the charge. I would like evidence of direct communication with the company on this issue.

  Business Response

  Date: 06/14/2025

  Hello Mariah,

  Thank you for reaching out through the BBB. Were sorry to hear about the issue you encountered.
  
  Our product team is actively investigating the matter to identify the root cause. We appreciate you taking the time to bring this to our attention and are working toward a resolution as quickly as possible. As a courtesy for the inconvenience, **** added one member credit to your account, which you may use at any time.
  
  We apologize again for the trouble, and please dont hesitate to reach out if you have any further questions.

  Best,

  *******

  Customer Answer

  Date: 06/16/2025

   
  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:05/15/2025

  Type:Service or Repair 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 realized that I was still paying for a membership that I thought I had cancelled and decided to make a purchase using my 23 membership credits. I accidentally had the order shipped to an old address and Savage X Fenty helped cancel it. Fine. I placed a new order and received an e-mail to call the customer service number to verify that I placed the purchase. Before I was able to do so the order was cancelled. ****. I placed a new order and got the same e-mail. I tried to call and selected to have them keep my number in the queue and call me back. They never called me back. The next day, I called again. Again, I was told it would be over an hour and a half wait, and selected to have them keep my place in the queue and call me back when it was my turn. They never called me back. I opened a chat on their website with one of their virtual agents/assistants and was told the issue can only be handled on the phone. So, I called back and am currently waiting for an available agent. This really just feels like this company is trying to collect my money through the membership program without ever having to place my order as they keep cancelling it and don't call me back.

  Business Response

  Date: 05/22/2025

  Hello *********,

  Thank you for reaching out to us through the BBB. We're sorry to hear about your experience and appreciate the opportunity to address your concerns.
  
  Your order was initially cancelled due to an incorrect address being entered, which triggered a security flag for verification purposes. Your account has since been successfully reverified and is now fully active and ready for use. As a gesture of goodwill for the inconvenience, weve added a $20 credit to your account.
  
  If you need any further assistance, please dont hesitate to reach out. Were here to help.

  Best,

  *******

• Initial Complaint

  Date:05/15/2025

  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.

  My order was marked as delivered on May 9, 2025. I chatted with an agent on 5/15/25 about a refund for the missing order. The agent offered a re-shipment or a store credit but I informed them that I no longer needed the items and would like a refund to my original payment method. Its unfair to force a customer to reuse their services after having a horrible experience. I just want to get a refund to my original payment method and close the account. Its been a very misleading and unfairly experience

  Business Response

  Date: 05/21/2025

  Hello *******,

  Thank you for contacting us through the BBB. We're sorry to hear about your experience.
  
  As outlined in our Terms of Service, the risk of loss and title for products purchased on our site or through our services transfers to the purchaser once the order is handed over to the carrier. Any claims for undelivered items are subject to our investigation.
  
  Our records show confirmed delivery for both packages associated with your order. At this time, we are able to offer either a reshipment or a store credit as a resolution.

  Best,

  *******

  Customer Answer

  Date: 05/21/2025

   
  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 will accept the reshipment.

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

• Initial Complaint

  Date:05/10/2025

  Type:Service or Repair 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 have had a membership subscription with this company since last November. I have tried to cancel in February of this year. was told I could skip payment for 3 Months (March-May) yet still continued getting billed each month. Today, My boyfriends card was charged for MY subscription even though his card was only used once through my account (and immediately removed after that one time.) So my point being- How did they have my boyfriends card information when it was removed from the Member account? And MY card was on file. I believe they mined the data submitted with my boyfriends card number. His card wasnt on my account & yet he was charged $59.99. I asked for a refund but they have no clue what Im talking about in regards to his card being charged. I have screenshots from his bank account proving the charge. They are refunding to my ******** canceled my membership. However, mining data and saving payment information AFTER its been deleted & CHARGING it is ILLEGAL.

  Business Response

  Date: 05/14/2025

  Hello *********,

  Thank you for reaching out and sharing your concerns.
  
  As outlined in our Terms and Conditions, all payment methods added to an account are securely stored in the wallet and may be used in the event the default payment method is declined.
  
  We can confirm that your membership has been successfully canceled. Additionally, the card in question was removed from your account, and a refund was processed on 05/10/2025.
  
  If you have any further questions or need additional assistance, please dont hesitate to let us know.

  Best,

  *******

• Initial Complaint

  Date:04/29/2025

  Type:Billing 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.

  On 2/24, I saw an Instagram advertisement for $6 boxer briefs from Savage X Fenty. I purchased three pairs and was charged $19.83. While reviewing my credit card statements, I noticed two additional charges of $59.95 each on 3/13/2025 and 4/10/2025 from Savage X Fenty. The boxers are low qualify and one pair has already ripped at a seam after being washed once. I immediately contacted customer service and was informed that I had been enrolled in a membership program when I purchased the boxers. I was told that unless I clicked Skip **** Month between the 1st and 5th of each month, I would be charged $59.95 for the membership. At no point do I recall seeing any clear notice of this during checkout. The promotion for discounted boxers was extremely misleading, and I would never have knowingly signed up for a recurring membership.**** feels like deceptive marketingusing a low-cost offer to enroll customers in an expensive subscription without clear disclosure. I was told the membership charges are non-refundable, despite the fact that I did not knowingly enroll, did not use any membership benefits, and canceled the membership as soon as I became aware of it (which could only be done by phone).Being charged $119.90 for a service I did not knowingly sign up for or use is deeply unfair and misleading.

  Business Response

  Date: 05/06/2025

  Hello *******,

  Thank you for reaching out to us through the Better Business Bureau. Were sorry to hear that youre dissatisfied with your membership.
  
  According to our records, your membership was cancelled on April 29, 2025, and an order was placed using the credits associated with your billing.
  
  If there's anything else we can assist you with, please dont hesitate to let us know.

  Best,

  *******

  Customer Answer

  Date: 05/06/2025

   
  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:04/26/2025

  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.

  Hello, i placed an order with Savage X Fenty a year ago. I was looking at my credit card statement and every month since that initial purchase they have been charging my credit card $59.95 for a "VIP Membership." I reached out to the company they stated i unknowingly signed up for it and i am unable to get my money back. They stated i get one credit a month and after 5 months I will receive an item in the mail. I never received anything, so I was essentially paying this company monthly for nothing. I told them i was uninterested in ever purchasing anything from the company ever again, as the bra i originally purchased burned me, and left a scar on my body due to material of the item. They did not care, and stated i will not get a refund as well. I then told them I would like to cancel my membership, as i never signed up for it, and they stated i have to login monthly and select the skip *******

  Business Response

  Date: 05/01/2025

  Hello ******,

  Thank you for contacting us through the BBB. We're sorry to hear that you were dissatisfied with our membership.
  
  To clarify, your VIP Membership was activated on May 29, 2024, after you redeemed an 80% off introductory offer. Key details about how the VIP Membership works are clearly outlined in your shopping cart before checkout, and proceeding with the order requires agreement to our site's Terms and Conditions, including those of the VIP program.
  
  Our records indicate that your membership was canceled on April 26, 2025, and a full refund was issued for the five credits charged to your account.
  
  If theres anything else we can assist you with, please dont hesitate to reach out.

  Best,

  *******
  
  

• Initial Complaint

  Date:04/15/2025

  Type:Billing 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.

  On 14 April 2025 , Savage X Fenty Charged my credit card $59.95. I made an order in February and that was paid in full. Ever since February Savage X Fenty have been charging my credit card without me ordering anything from them. 12 Mar 2025 my credit card was charged $59.95 I called customer care and informed them about the charges. They stated that I was in a monthly membership. I said please remove me from the membership and return my funds I did not sign up for that. I also offered to return the items since they were not open. I was told I was removed from the membership and the company did return my funds. On 14 April 2025 I was again charged $59.95 At this point it is fraud. I do not have a membership with Savage X Fenty. I did not authorize them to charge my credit card. In fact I told them explicitly that I only wanted that one time transaction in February and nothing else. Do not charge anything else on my card. To be clear this is for underwear as in ******* and bras. They are pushing a monthly $59.95 monthly membership for ******* and bras. They have not sent any monthly items for the $59.95. The monthly membership of $59.95 to a underwear company just to say that your a member.

  Business Response

  Date: 04/23/2025

  Hello *******,

  Thank you for reaching out to us through the Better Business Bureau. We're sorry to hear that you were dissatisfied with your membership experience.
  
  According to our records, your membership was canceled on April 15, 2025. You will not receive any further charges, and the credits billed on the same day have already been refunded.
  
  If there's anything else we can assist you with, please don't hesitate to let us know.

  Best,

  *******