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:05/29/2024

  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.

  My order has not arrived. I received a text telling me my order arrived and it has not. I have attempted to contact Third Love and have had no luck whatsoever. I would like a refund or to have my order delivered to my proper address. Thank you.

  Business Response

  Date: 05/31/2024

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

  I've sent you an email response via our normal email channels to assist you with your order. I look forward to hearing from you there soon!

  Best Wishes,

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair 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 received an email from ThirdLove stating that if I purchased their Take Back bag (a recycling program) that I would be given credit to be used on their site. I took advantage & purchased seven $20 bags for the volume of items that I had. I had trouble on 3 attempts getting information on when my credit would be sent (including wrong info in an email response) but finally found out that I needed to scan a QR code to claim my credit. Throughout ALL advertising and product detail, it is ONLY referred to as credit, Never discount/promotion. Once I received the credit codes & attempted to make my purchase, I was told I could not use because of an automatic discount that applied to my cart based on the total price of the items. I then found out that only 1 credit may be applied per purchase - meaning that for me to use these, not only can I not combine but I would be losing money in shipping. I spoke with a representative via chat who refused to change her stance on them & kept referring to them as discount codes, even though nothing in the advertising OR product page refers to them as a discount. She then sent me a link to a help page which is NOT accessible via their main help page which states only one code can be used. As a consumer am I supposed to know that hidden pages exist or that the fine print is incorrect and doesnt include the correct terminology? I want to use these credits to make a purchase & am being told there is absolutely no way for me to use my credits together to make a purchase for the items that I want. Seeing as to how they issue the ************** have provided misleading information & used incorrect terminology, I feel they can absolutely make this happen. Based on these being called credits it should fall under site credit & NOT discount codes. You cant change the name of something once it is purchased then act like the consumer is wrong. The attachments show ONLY the word credit used and them responding using ONLY the word discount.

  Business Response

  Date: 05/24/2024

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

  I've sent you an email via our usual communication channels so that we can work together on a resolution.

  I look forward to hearing from you soon!

  Best,

  ******

  Customer Answer

  Date: 05/29/2024

  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:04/26/2024

  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 placed an order for $498 on 4/17/2024. #******* Beginning on 4/22, I attempted for 3 consecutive days, unsuccessfully, to track my package. The information on ThirdLove's website was supposed to track my package, but it was a dead link. I reached out to the company via text on 4/25/2024. The customer service rep sent me a tracking number which showed my package sitting somewhere in a warehouse since 4/20/2024. I asked them to cancel the order, but they would not. They want to wait 5 business days for the package to be found, and they they won't cancel the order & begin the refund process. Rather, they will send another order. If the replacement order is also lost, they send another replacement order, etc. All the while, I am out $498. I can't start a refund if I don't have the product. Their refund policy states that it will take ***** days for the money to be credited back. It has been 9 days since I ordered. This is the second time I have experienced this with ThirdLove! The first time my order was "lost", I thought maybe it was just bad luck. Now I am suspicious. Their unethical refund process & unwillingness to cancel the order after I've waited the 5 magical days for the order to become "unstuck" is beneficial to the company, in a suspicious manner.

  Business Response

  Date: 05/09/2024

  Hello ******,

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

  We understand how frustrating your experience with your order can be and have sent you an email to discuss options moving forward.

  I look forward to hearing from you there soon!

  Best Wishes,

• Initial Complaint

  Date:12/10/2023

  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 attempted to purchase a gift card on 12/5/23. Their system was down & the purchase did not go through, although my debit card was charged $100. After repeated chats, ************** calls I have not received a credit.

  Business Response

  Date: 12/13/2023

  Hi ****, we're sorry to hear of the trouble you experienced when ordering a gift card. We have a specialized team who can help. Please reach out to out gift card support at ************ or email **************************************** You can also find out more information about our gift cards here: ***********************************************************************************.

  Thank you, 

• Initial Complaint

  Date:12/03/2023

  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 purchased bras from the first time from Third Love on their mobile website. I used their fit calculator that was off majorly. None of the bras fit. When I tried to return them using their advertised free 60 day exchange/return, I was met with contention from a representative named ***. *** claimed two of the bras were on final sale and sent me screenshots THAT DID NOT show that. She discovered that their mobile website didn't show final sale, just the desktop. However, I purchased on mobile. She then rudely stated that I should've known since I "purchased them during a sale that is no longe active." This business is clearly not honoring their advertised policy and is a scam. Unfortunately, I do not tolerate this regardless of order amount. They will refund me with an apology or I will gladly file in small claims :)

  Business Response

  Date: 12/05/2023

  Hi *****, we're following up with you via email to see what options we can offer you. Please keep an eye out for this correspondence.

  Thank you!

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20952297
  
  I am rejecting this response because:
  They reached out and completely ignored the fact that final sale isnt indicated anywhere while shopping on a mobile device. I see this has been an issue for several former customers of theirs and I highly recommend that those affected to file in small claims court. Look up their registered agent in your state and serve them. No matter the price, fraud is fraud.

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

  Business Response

  Date: 12/08/2023

  Hi *****,

  This is a follow-up on the email correspondence you currently have with a member of our team. It appears you informed us on 12/05/23 that you have filed a dispute with your bank. As indicated in our email, disputes take up to 75 business days to be investigated and resolved. Once the investigation is completed, you'll receive an email indicating the outcome. If you have any additional questions, feel free to let us know via the email correspondence that you have with us.

   

  Best,

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20952297
  
  I am rejecting this response because:
  They can easily process a return since admitting their mobile website does not alert buyers to final sale items. They are simply wasting time and attempting to defraud me.

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

• Initial Complaint

  Date:11/27/2023

  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.

  Thirdlove has been texting me about sales almost daily. I have chatted with a representative via their website who told me my number would be removed which was months ago. I've responded STOP to the texts and I've also removed my phone number from my account. The last several days they have been texting me multiple times a day. I have not purchased a single product from them in over a year. I would like to be removed from all communications from this company.

  Business Response

  Date: 11/28/2023

  Hello ********,

  My name is ****** and I'm part of the ThirdLove Leadership Team.

  I understand your concerns regarding marketing emails and texts and have sent you an email with the needed information. I look forward to hearing from you there and hope you're having a wonderful holiday season.

  Best Wishes,

   

• Initial Complaint

  Date:11/23/2023

  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.

  I placed an order on 11/22 (#*******) at 10 pm. The next morning at 6 am, I messaged customer service via text to ask to cancel the order because it was the wrong size. The customer rep told me they would not cancel because it was final sale. I then went through a painful back and forth where I had to inform ******* ***** repeatedly that the product page, even though it said final sale, also said 60 day free returns. She kept telling me that the page didn't say that and finally she acknowledged that it did but that it was a standard page layout. Regardless, they were not going to cancel the order.This is deceitful design because the product page clearly shows returns are possible. Just saying it was standard design of their website and saying they could not cancel the order even though it wasn't shipped is extremely disappointing. They are creating an illusory experience for the customer who thinks they stand by their 60 day promise for tried.

  Business Response

  Date: 11/24/2023

  Hi *********, my name is ****** and I'm a member of the Leadership Team here at ThirdLove. We appreciate you reaching out to us and I've sent you a follow up email regarding your feedback. Please feel free to email me back if you have any further questions or concerns. Have a good rest of your day.

  Customer Answer

  Date: 11/24/2023

   
  Complaint: 20910447
  
  I am rejecting this response because:

  ****** (the third love rep) simply said even though their website showed a standard format, they would be unable to honor a cancellation of the order because their full terms (which isn't linked or put as a disclaimer on the product page) does show terms of final sale. This is sloppy and deceitful marketing that the company is blaming on standard website design. 
  
  Sincerely,
  
  ****************************;

• Initial Complaint

  Date:08/19/2023

  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 placed an order on 6/12. The Items arrived on 6/16 in which I requested a return for the two nursing bras that I ordered. I then dropped the bras off with **** with tracking number **************************. The items were delivered to ThirdLove 7/06. ThirdLove has yet to issue me my refund and is telling my credit card company that they never received my return. I DEMAND a refund and an apology for them LYING that they never received my return!!!!!!

  Business Response

  Date: 08/21/2023

  Hello ****,
  
  My name is ****** and I am a Senior Member of Leadership here at ThirdLove.
  
  I'm sorry to hear that your refund has been delayed. I'll be following up with you via email so that we can discuss this situation further and provide you with the vest resolution.
  
  Best Wishes,
  
  

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20495262
  
  I am rejecting this response because: they have failed to acknowledge that they lied to my credit card company. After filing a dispute with my credit card company after not receiving my refund within a reasonable time frame, I filed a dispute with them. ThirdLove responded to the dispute informing the credit card company that they never received the return merchandise and that I failed to follow ThirdLoves return policy. I appreciate ****** acknowledging that they received my return and have not processed the refund since I filed a dispute with my credit card company. However this does not fix the issue that they need to admit that they lied and inform the credit card company that they lied in their original response so that my conditional credit (in which the credit card company is taking back because of the response from ThirdLove) becomes permanent.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/24/2023

  Hello ****,
  
  ****** here! I've responded to you in our email thread, but wanted to paste my response here as well.

  I understand your frustrations with this process and I have let our Credit Team know your concerns.

  We are unable to reach out to your credit card company, however, you are welcome to contact them and drop the dispute so we can move forward with options as we're unable to take any action on the order while a dispute is open.
  
  If you would like to continue with the dispute process we can do this as well, however, we will need to wait until the dispute process has completed. As mentioned, this process can take up to 75 days.
  
  Best Wishes,

  Customer Answer

  Date: 08/25/2023

   
  Complaint: 20495262
  
  I am rejecting this response because they are holding my refund for random as blackmail to drop the dispute. The credit card company has reversed my temporary credit due to the lie by ThirdLove saying that I never returned the product. I will not be in it imitated my blackmail and previous correspondence with ****** have been provided to the credit card company. I will not withdraw my dispute until ThirdLove provides me the money they owe me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair 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 January 18, 2023 bought a bra to give my wife on valentines day. When i gave it to her in Feb 14th she loved it and everything was great. After wearing for a few months it has already started falling apart. I contacted customer service and sent pics at their request and explained that the wire in bra was poking my wife so bad it hurt that she could not wear bra anymore. After telling them how we wash, clean and take care of it which was the correct way to do so they still refused to replace bra. Said by the pics they couldnt see any product defect even though it was hurting my wife. So they refused to do anything. I told them that was unacceptable when you pay that much for a bra and it didnt even last 6 months and was twice as much as a comparable brand like ******** secret bra which lasted for a few years. other than the wire poking my wife bra is in excellent condition so i dont think this is an issue with the whole bra and it seems they just dont want to stand behind their product and either replace bra or refund so we can buy a different brand elsewhere that has better customer support.

  Business Response

  Date: 07/24/2023

  Hello *****,

  My name is ****** and I am a Senior Member of Leadership here at ThirdLove. Thank you for taking the time to leave your feedback with us.

  Looking into this for you, it looks like my teammate, *******, emailed you on July 21st. I've included her email below for ease of access.

  I was able to review your prior correspondence with us as well and wanted to reach out to provide you with further assistance regarding your wife's bra.

  I understand the underwire is starting to cause some discomfort but has not started poking through the material. We're so sorry this is happening and she is experiencing this discomfort. We don't typically consider this type of discomfort to be stemmed from a product defect as we provide the underwire some space to move to ensure that our bras provide the best support for as long as possible while the fabric naturally breaks down as you wear it. If the underwire were unable to move, the friction from the motions of your daily activities as well as being laundered could cause the underwire to pop out much more quickly and you'd have to replace the bra much more frequently.

  Additionally, we always recommend replacing your bras every **** months as these items will naturally begin to stretch out and break down with normal everyday wear. We also advise hand washing our bras and laying them flat to dry as the washing machine can be extremely damaging to these delicate pieces, specifically the underwire.

  With that being said, I understand that this bra is no longer an option for her anymore because of how uncomfortable it has become to wear. We'd like to provide you with a one time courtesy exchange for a new bra. However, please keep in mind that a new bra will have an underwire that can move around within the underwire casing. If she starts noticing discomfort with the new bra, we'd likely suggest trying another style with a different shaped underwire or an underwire with a different length.

  If possible, we'd like to make sure that there are no current fit issues with the bra. Often times, underwire discomfort can stem from ill-fitting cups or a band size that isn't quite right. If she's able, can you have her answer these quick questions for us about the size she is currently wearing, 40E:

  Does the band fit nice and snug on the loosest set of hooks? It is important to wear the band on the loosest set of hooks so you can tighten the band as it stretches with wear.
  Are you experiencing any gaping or overflow in the cups? If so, is it subtle or a lot, is it visible under clothing?
  Are your straps comfortable on your shoulders?

  If there are no fit issues associated with the bra and you'd just prefer to get the exchange created, let me know and we can get that process started right away. Let me know if there are any other questions in the meantime.

  Thank you for your time and we look forward to your response to ******* when you have the time.

  Best Wishes,

   

  Customer Answer

  Date: 07/25/2023

  Better Business Bureau:

  I never received the email from ******* in my normal email box. I looked all over and didnt see it. I finally found it and It got flagged for spam/junk so went into that folder. The contact i was dealing with prior was *******. I have responded now to ******* so we will see what happens

  
  
  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:07/18/2023

  Type:Delivery 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 placed an order for around $310 on 6/5/23 and received the order within a week. The items did not fit well, and I returned everything through the post office on 6/16/23. It has been over a month and I have not received my refund. I also emailed the company to ask where my refund is and I did not get a response.

  Business Response

  Date: 07/18/2023

  Hi ******,

  Thank you for submitting your complaint regarding your return so that we could take a closer look into this. My name is *******, CX Support Team Manager at ThirdLove, and after looking into your account history with us, it appears you contacted us yesterday morning regarding this issue and a member of our team, *****, followed up with you today via email at 2:55PM PST with the following message:

  "Hi ******,
  Thank you for reaching out to ThirdLove. My name is ***** and I will be your personal Fit Stylist today! I'm happy to provide you with the status of your recent refund request.
  I've just fixed that! We received your return, refunds can take ***** business days from when it's delivered to be issued, but I've gone ahead and processed that today!
  You'll receive an email notification shortly. Refunds typically reflect within 2-3 business days. If you experience a wait longer than 3 business days, we recommend reaching out to your financial institution.
  Thank you for reaching out regarding your refund and I am happy I was able to help with your refund. Please let us know if you think of anything else and I hope you have a great day!"

  Your refund notification email will reflect a refund amount of  $249.36. As we have refunded you for this order, there does not appear to be additional action that we need to take. Thank you for bringing this to our attention, and do let me know if there is anything else that I can help you with. 

  Best,

   

  
  

  Customer Answer

  Date: 07/19/2023

  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,
  
  **************