We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Lingerie

ThirdLove

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lingerie.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 7 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:07/10/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 June 17th, 2025, I ordered a 24/7 Classic T-Shirt Bra. Upon arrival, when I attempted to put in on the first time, the fabric separating the cups ripped. I contacted Third Love, supplying pictures and a description of the item, and they offered me a refund. I paid $59.66 but was surprised to see my refund was only for $56.67. I ordered the same bra on July 2nd, 2025, thinking that the first one was just a faulty item. Again, upon taking it out of the box and carefully trying it on for the first time, it ripped. I again contacted Third Love and was offered a refund. I asked that the refund include shipping, since I noticed it hadn't last time. The agent in the live chat said "The shipping fee is non refundable." I asked, "Can you please see if you can make an exception, given that this is a problem with the product? I shouldn't have to pay to get shipped a problematic product." I was told that no, they still could not refund the fee, and that if I wanted to see whether an exception could be made, I would need to wait 1-2 business days for further communication. I elected to take the immediate refund (I paid $37.60 in total for the item, which was on sale this time. I was refunded $31.61). It is unethical to expect customers to pay for shipping of items that are faulty. When an item is defective, the refund should include all costs incurred by a consumer, who makes a purchase (and pays for shipping) with the good-faith expectation of a product that will not arrive defective. I would like to be refunded for shipping on both purchases: $2.99 for the first, $5.99 for the second ($8.98 in total).

  • Initial Complaint

    Date:07/03/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 thru View Your Deal on ***. Thirdlove refuses to give Return Label because I do not have email with Order Number. They said they have no order info and I cannot return without Label.Used online chat and again said could not find order number to help ******** was deleted with Original order number and they say cannot find order with name, phone, email. Cannot return w/o Label.

  • Initial Complaint

    Date:06/27/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 Monday, June 2nd, I placed both a new order, as well as exchanged a previous order. Time to fulfill was 1-2 days and was to be delivered prior to 6/11. On June 6, I emailed customer care as the order still had not been fulfilled or shipped, asking for cancellation since the orders would not come in time. On June 8, I was emailed back saying they could not cancel, as well as this information: At the time that we received your email request your order was outside of our 1 hour ***** period and we were unable to make any changes or process the cancellation request. You should have received a separate email with your order confirmation. Using ****************************************************, you can request a return for your order and we will email you a pre-paid return label. Once you receive the package, just tape it to the box and leave it with your local *** location or **** carrier. It took until late last week to get the package, as it was not delivered to my home when it says it was. This week, I attempted the returns, only for it to say that I'm ineligible for return. This was not a final sale item, and *** from customer service told me they could be returned. This week, on 6/25, representative ***** said that she would have to reach out to their credit department to make it right. Last night, I received an email following up saying that she could see I processed the return...it was not the correct order as the one we had talked about and I had given the information for still cannot be returned. It is very clear on the email she sent that she had no idea what order we were even dealing with, despite having the information in the chat we had on 6/25. I once again sent the information, complete with a picture and the order number again. I am almost a month into this and I want my money back, but they are refusing to help me. I will never shop with this company again and I urge anyone else doing so to take a pause and read over reviews due to the customer care issues.

  • Initial Complaint

    Date:01/11/2025

    Type:Sales and Advertising 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 have gone back and fourth with this company and after pay I purchased several bras and ******* the only thing I like out of everything was the laced underwear the bras are cheaply made the wire pokes you and digs in my rib cage the wire is extremely long it literally pokes the side of my breast I spend over almost $500 on the order and had to be stuck with cheap over bras items I would have done better going to Victoria secret or aerie but I wanted to try something different and I was and still am wholeheartedly disappointed

    Business Response

    Date: 01/14/2025

    Hello Coco,

    My name is ****** and I am a Senior Member of Leadership here at ThirdLove. 

    I've reached out to you via our normal communication channels so that we can look into this together and find the best resolution.

    I look forward to hearing from you soon!

    Best,

  • Initial Complaint

    Date:12/28/2024

    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 ordered three bras all size 42E. Two were the same style and one was a different style on Order: #*******. The perfect coverage storm color bra fit perfectly as well as the all day lace bra in plum. The all day lace bra in denim was too small. I sent several pictures showing the defect and even put the plum bra under the denim to show the discrepancy. They refused my exchange request without reason and said that it was not a returnable item. No where in the process of ordering did it specify that the item was not returnable only after ordering and trying to return it was I made aware that the discounted item was not returnable. If it for like the other two bras I would not have a problem.

    Business Response

    Date: 01/03/2025

    Hello Yana,

    My name is ****** and I am a Senior Member of Leadership here at ThirdLove. 

    I've sent you an email via our normal communication channels to review our options moving forward and hope to hear from you soon!

    Best,

    Customer Answer

    Date: 01/03/2025

     
    Complaint: 22741394

    I am rejecting this response because: They have not offered a reasonable exchange option and still deny that this is a defective item even though I have sent several pictures showing that it was not cut correctly.

    Sincerely,

    **** ******

    Business Response

    Date: 01/06/2025

    Hi Yana,

    ****** here! I will be providing a one time courtesy to refund $68.35 back to your original payment method. You will receive a confirmation email and the refund will be reflected on your statement in 2-3 business days. Please contact your financial institution if the refund is not reflected on your bank statement.

    Have a great day!

    Best,

  • Initial Complaint

    Date:12/10/2024

    Type:Service or Repair 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.
    In 11/07/2024 ordered 2 products from Third Love and received a confirmation email and the $144 was charged to my credit card. After 3-4 weeks, realized had not received the product so called and there was no record of the purchase. Called customer support and they said the email was not from their system, it was from ******* record, but said third love and had the correct logo. I sent them screenshots of the credit card charge and the email but they said nothing they could do, said they reported it to their legal team, then sent an email for me to repurchase the product. This seemed to be an issue with their system, whether redirected or hacked, but we ordered it from their site so I should not be responsible for that. Would like to get money back or product delivered but they said that is not an option and I should just contact my financial institution but.

    Business Response

    Date: 12/17/2024

    Hello Penne,

    My name is ****** and I'm a Support Specialist at ThirdLove. Looking into this I see you've been in contact with our Quality Support Specialist Melody.

    As Melody has provided you with the necessary information about ordering off of the impostor website we do recommend that you contact your financial institution to report the fraudulent charge.

    Should you have any other questions regarding this, I recommend reaching back out to Melody as she would be the best person to connect with for this issue.

    Best Wishes,

  • Initial Complaint

    Date:11/06/2024

    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 was charged twice for the same order and have sent multiple emails with proof of the double charge and keep getting a response that the charges are correct. I ordered 3 items and then exchanged two for a different size and returned the other. The original payment method used was refunded for the one item returned. Part of the exchange process required a card that could be charged if I didnt return the items and that card was charged for the original order as well even though the items were returned.

    Business Response

    Date: 11/14/2024

    Hello *******,

    My name is ****** and I am a Senior Member of Leadership here at ThirdLove. We saw your review regarding your most recent conversation with us and wanted to follow up with you to address your refund concerns.

    I've sent you an email via our normal communication channels so that we can chat about your refund in further detail.

    Thank you for reaching out and I hope to hear from you in response to my email soon!

    Best Wishes,

    ****** | Support Expert 
    Customer Experience
    **************************

    Customer Answer

    Date: 11/14/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. The business refunded the money owed to me within hours of the complaint. 

    Sincerely,

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

  • Initial Complaint

    Date:06/24/2024

    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.
    I bought 3 bras from Third Love on June 9th (order #*******) and on June 11th, the bras were shipped (tracking number **************************). The tracking number does say "delivered" and I was notified on June 15th that my package was delivered to my home, however, it was not in my hallway or mailbox where it said that the package was left. I checked with my neighbors and waited a couple of days to see if the package would be delivered and I still haven't received it. I emailed the company a few days ago and have not received a response regarding my missing package. I even tried to live chat with this company online and it is not even a live chat. It just leads you back to their email address, which they don't respond to. There is no number to contact them with to talk to a representative, either.

    Business Response

    Date: 06/27/2024

    Hello ********,

    My name is ****** and I am a Senior Member of Leadership here at ThirdLove. 

    Looking into your order it looks like you were assisted by our Trainer and Content Admin, *****, and that a replacement was shipped to you.

    Should you not receive your order or you have anything else we can help with, just reach out and let us know.

    Best Wishes,

    Customer Answer

    Date: 07/04/2024

    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:06/08/2024

    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 paid over $180.00 and my package was lost. Im getting no where with the company and they informed me the do not have to refund me for lost packages.

    Business Response

    Date: 06/14/2024

    Hello ******,

    My name is ******, Im a Senior Member of the Leadership Team here at ThirdLove.

    I've sent you an email via our normal communication channels to resolve your issue and hope to hear from you there soon.

    Best Wishes,

    Customer Answer

    Date: 06/20/2024

    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:06/05/2024

    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.
    Placed an order with them for two bras on May 23, 2024. I have tried to return these because they do not fit and are not appropriate for my size. I have tried live chat. I have tried everything they have suggested for returning them. They have made it impossible for me to complete a return using a return label on the original box

    Business Response

    Date: 06/07/2024

    Hello *****,

    My name is ****** and I am a Senior Member of Leadership here at ThirdLove. 

    I've sent you an email via our normal communication channels and look forward to hearing from you there soon so we can resolve this together.

    Thank you for reaching out and have a great day!

    Best,

ThirdLove is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.