Complaints
Customer Complaints Summary
- 291 total complaints in the last 3 years.
- 62 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/22/2025
Type:Service or Repair IssuesStatus: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 a bra and underwear on June 22. Today is July 22. It was never even shipped. There is a track order section that when I press it says your order is almost on its way. It says its supposed to take 6-10 business days for the order to ship from when its ordered. It has been a month and nothing. It is impossible to get a hold of anyone there. No chat, no phone unless you are willing to wait hours in the queue. I feel that they stole my money and gave me no way to speak to anyone. Ive disputed the charge with my bank and cancelled my membership on the SavagexFenty website. This company is a scam. I hate that I fell for it. I just wanted a cute set. And now ******** who is already ***** gets to make money from people like me who are no where near rich. Its disgusting. This company shouldnt even exist. I doubt they even have the products theyre selling because they never even shipped it.Business Response
Date: 07/24/2025
Hello Maya-
Thank you for reaching out to us through the BBB. Were sorry to hear about your experience.
Due to ongoing transportation issues, some orders have experienced extended delays, and we regret that we did not meet your expectations. A refund has been issued for your orderplease allow 5 to 7 business days for the funds to appear in your account.
If theres anything else we can assist you with, please dont hesitate to reach out.Best,
*******
Customer Answer
Date: 07/24/2025
Complaint: 23640265
I am rejecting this response because:You could have let me know. Instead you misled me.
Sincerely,
**** **********Initial Complaint
Date:07/17/2025
Type:Customer Service IssuesStatus: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.
Savage Fenty kept charging my ****** account every month after I tried to cancel subscription. I spoke with a customer service agent and he said they couldnt refund because of a dispute already filed with ******. I called again and another customer service agent said the same thing a I asked to speak with a supervisor. The supervisor made retaliatory statements saying if you close the dispute you can get your money back and if not we will see who wins the case. ****** said the company will not respond. I just want my money back ASAP.Business Response
Date: 07/22/2025
Hello *****,
Thank you for contacting us through the BBB. We're sorry to hear that you were dissatisfied with your membership experience.
Our records show that the chargeback was resolved in your favor on July 19, 2025. For any further details or assistance regarding the refund, we recommend reaching out directly to ******, as they are handling the process on their end.
If there's anything else we can assist you with, please feel free to let us know.Best,
*******
Customer Answer
Date: 07/29/2025
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:07/16/2025
Type:Delivery IssuesStatus: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 two orders two weeks apart. My first order was missing 6 items I ordered and instead had 6 items from ******** store. Savage Fenty replaced my items. The second order was for 5 items. I received 1 item, a dress. I called immediately. Was told to call back in a couple days. I did and they rejected replacing my missing items. The verbiage used was they replaced my previous order as a courtesy. No courtesy replacement, I was given items from another store!! I proceeded to ideal with ****** a supervisor whom escalated my issue for review. Called again after a few days and sane rejection to replace my items and or refund. They claim warehouse confirmed weight if my is **** against weight of delivered item/s. Again only one item delivered. They have someone stealing either in warehouse or from their choice of delivery service and are ripping off their customers. I want my order properly fulfilled or refunded to my account and not a store credit as I refuse to ever shop there again. Thank you for your attention to this issue. Regards, ****** ****Business Response
Date: 07/22/2025
Hello ****** ,
Thank you for reaching out to us through the BBB. Were sorry to hear about your experience.
According to our records, your order was reshipped on July 17, 2025. As outlined in our Terms of Service, the risk of loss and title for items purchased through our site transfers to the purchaser once the order is handed over to the carrier. Requests for replacements or account credits for items reported as not received are subject to a thorough investigation.
We appreciate your understanding and are here if you have any further questions or concerns.Best,
*******
Customer Answer
Date: 07/28/2025
Complaint: 23610313
I am rejecting this response because:A proper complaint is justified on my behalf as I tried to remedy the issue 3 times with your company before reaching out to the BBB. Your attempt to do a thorough investigation was not completed satisfactorily. You state once product is handed to the carrier it becomes the customers responsibility yet we have no choice of who delivers our purchases. I paid an additional $17 on my last order in hopes the results would be different and it was delivered once again missing something. When I reached out about my orders, I indicated my packages were sealed and not ******** with. That indicates its not the carrier mishandling, instead its your warehouse. My first order had products from the store ******** assuming was used as a filler to weigh what my order was to be.
The only thing Im satisfied with is I finally received all my missing items, but not until I reached out to the BBB. Im dreading Im left to place another order due to a credit I received from an out of stock item I didnt receive or just take the loss of money spent.
Sincerely,
****** ****Initial Complaint
Date:07/13/2025
Type:Service or Repair IssuesStatus: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 charged 3 times for a service that was a scam. I dont even think I signed up for this at check out at all. I did not even create an account from what I understood. They have charged me now $210 and will not pick up for customer service. I have contacted my bank for a dispute charge already but absolutely a scam and deceiving company. I ordered one item for $30 and now have spent over $210 in memberships now not able to even use them because I have cancelled the membership. Id appreciate a refund for at least the $210 scam membership fee.Business Response
Date: 07/17/2025
Hello Lily-
Thank you for reaching out through the BBB. We're sorry to hear that you're dissatisfied with your membership.
According to our records, your membership was cancelled on 07/12/2025. Two of the three credits associated with your account were refunded on 07/13/2025. The remaining credit is currently part of an active chargeback dispute. While the dispute is under investigation, we are unable to process any refunds, as activity on the account is temporarily blocked.
If the dispute is resolved in our favor, we will only be able to issue the refund via check due to system restrictions.
Please dont hesitate to reach out if you have any additional questions or need further assistance.Best,
*******
Customer Answer
Date: 07/19/2025
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,
Lily GhelaInitial Complaint
Date:06/30/2025
Type:Delivery IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 OrtizInitial Complaint
Date:06/09/2025
Type:Billing IssuesStatus: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 IssuesStatus: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 IssuesStatus: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 experienceBusiness 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,
******* *****
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