Reviews

Review Details

• Review fromAlexandra S

  Date: 07/18/2025

  1 star
  I placed my order on the 9th of the month. It said it shipped on the 11th. It is now the 18th, and according to the tracking number it has been sitting in another city since the 14th and hasnt moved. **************** promptly responded (twice) and told me to wait until it hadnt moved for three days and then they would start looking into it. I emailed them back and now they are not responding.

  Vitality Holdings LLC

  Date: 07/21/2025

  Thank you for reaching out and bringing this to our attention. We truly value your feedback and the opportunity to clarify your order's status.

  
  Weve reviewed your order, which was placed on July 6th. According to our records, it was promptly processed and shipped on July 9th. Tracking updates were available throughout the shipping process, and the package was successfully delivered on July 19th.

  
  We understand how frustrating it can be when tracking appears to stall mid-shipment. In cases like this, our policy is to wait 3 full business days without movement before we can officially file an investigation with the carrier. We can confirm that our team did respond to your initial inquiries within that policy window, and we apologize if our follow-up message was delayed during that time.

  
  Customer satisfaction is extremely important to us, and were sorry for any inconvenience or concern this may have caused. If theres anything further we can assist you with or if you have additional questions, please dont hesitate to contact us directly.

• Review fromElyse Z

  Date: 01/14/2025

  1 star
  On January 13, I put together a cart of items on their website. I went to the checkout process and through the Shop app. Tried to seeif I could get a loan for the clothing items when the loan did not go through it backed out and ran through my card anyway. I immediately contacted this company and ask them to cancel the order within two minutes of placing this order I had a request and asking for the order to be canceled. I was then told will transfer this request and see what happens.. Well see what happens. I didnt place this order a day or two days ago. Im placing it literally within minutes of contacting you guys and telling you that it was an accident!!!! This is completely despicable! Furthermore, I have done nothing but try to reach out to your company all morning long for the past five hours with zero response but you havezero issue updating me on my order!!!!! I have already filed a complaint against you guys. I am now filing the review against you guys. Ive already contacted my bank and they willpull the funds from you guys. They have zero problem doing that because they can see what happened if youre not willing to rectify, regardless, this is all going to be posted. It made public for people to know that first of all yoursite is going to process money off of their card if its linked to the shop pay regardless, if theyre trying to get the loan or and then you guys are gonna refuse to return the funds and then refuse to contact the customer after the fact. Ill be screening all of these complaints and adding them as well because your company has a historically horrific track record with how you handle your customers

  Vitality Holdings LLC

  Date: 01/16/2025

  Thank you for sharing your feedback. We sincerely apologize for any frustration or inconvenience you experienced during this process.

  We want to clarify that your cancellation request was processed within 24 hours of your submission. While we strive to address all customer inquiries promptly, our average response time is typically three business days due to the volume of requests we handle. We understand how important timely communication is and regret if our response did not meet your expectations.

  If there are any pending charges on your card, please note that these are authorization holds and should be automatically released by your bank in accordance with their policies. This process can take a few business days, depending on your financial institution.

  We value your feedback and are committed to improving our service. If you have any further questions or concerns, please dont hesitate to contact our customer support team.

  
  

• Review fromElexandra O

  Date: 09/19/2024

  1 star
  Awful ************** My package went missing and I contacted support. The agent said they could not help because, I did not buy Route, which is crazy when you pay $64 for sweaters. I said Id just file a claim with my bank and dispute the charge. The agent created a replacement order for me but then cancelled because she said that tracking updated? But great, tracking updated but where is my package? So in the end still had to dispute the charge. Felt transactional and silly, seems like a desperate to save their *************** and would rather give c*** service vs assist a customer. Wouldnt recommend probably buy on posh or ******* instead of paying and supporting this business.

  Vitality Holdings LLC

  Date: 09/23/2024

  Thank you for bringing this to our attention, and we're sorry for the frustration youve experienced. We see that your package has now been successfully delivered. We sincerely apologize for the confusion and any inconvenience caused along the way. We understand your concerns, and well review the situation internally to ensure we can provide a better experience moving forward. If theres anything else we can do to assist you at this point, please dont hesitate to reach out. We appreciate your feedback and will use it to improve.
  
  

• Review fromkayla t

  Date: 07/10/2024

  1 star
  TERRIBLE customer service. I purchased a large order ($500+) on April 25th. The order was never delivered, and it was sent back to sender. I emailed them for a replacement order which they shipped out and I received. Unfortunately, many items did not fit and I returned them. Because this was a replacement order with a separate order number and I was not charged, I did not receive a refund when submitting the return and sending it back. I reached out to customer service and **** was assisting me. **** ensured me everything was being handled and would be rectified soon. This was June 13th. Since then, I have asked for updates multiple times and submitted new messages to the support team and I can't get a response. It has been over a month since hearing anything from them. It has been two months with no refund. It is absolutely ridiculous, I just want my money back.

  Vitality Holdings LLC

  Date: 07/11/2024

  Thank you for bringing this matter to our attention. We deeply apologize for the inconvenience and frustration you've experienced with our service. We understand how important it is to receive timely assistance and a prompt resolution. We are currently reviewing your case and will ensure it is given the highest priority. Our team is working diligently to rectify this situation and ensure you receive your refund as quickly as possible.
  We appreciate your patience. Please expect an update within the next 12 hours. Once again, we apologize for any inconvenience caused and thank you for your understanding.

• Review fromCa L

  Date: 06/10/2024

  1 star
  Im always reminded why I dont give my money to this company. They are running so lean to make maximum profits but that leaves so much room for sub optimal consumer experience. The owner forgets she posts everything on social media and its literally her family responding as support reps. 7-9 days for a product to ship?? 4 days for a support person to get back to you?? Thats been the case for YEARS. This company has had no improvement for shopping experience. Will be returning the items I recently purchased. Not because I dont like them but because Im not supporting another money hungry company who lies and swears their consumers take priority. They literally take your money and then you just have to hope one day soon your order will ship. VOTE WITH YOUR DOLLAR PEOPLE.

  Vitality Holdings LLC

  Date: 06/14/2024

  Thank you for sharing your feedback with us. We're genuinely sorry to hear about your disappointing experience. We understand that timely shipping and responsive customer support are critical aspects of a positive shopping experience. We acknowledge that a 7-9 day shipping window is not ideal. We are currently upgrading our logistics and fulfillment processes to expedite shipping times and ensure our customers receive their orders more quickly. Our goal is to create a better shopping experience for you and all our customers. Thank you for voicing your concerns, and please feel free to reach out directly if there's anything specific we can do to assist you further.

• Review fromAlli D

  Date: 12/29/2023

  5 stars
  I recently had an issue with an order that the support team did not have to help with, but they chose to do so anyways. I was very impressed with the customer service. Just a reminder to approach people with empathy rather than anger - there are people on the other side of the phone too!

  Vitality Holdings LLC

  Date: 01/02/2024

  Hi *****! Thank you so much for your support. We are so glad our team was able to help and rectify the situation for you. Please don't hesitate to let us know if there is anything you need in the future. We truly appreciate your business! 

• Review fromLisa N

  Date: 03/06/2023

  1 star
  orders are so slow, for an order that cost $90 for one item that's ridiculous that it takes over 2 weeks to get. Then you see how the owners built themselves a beautiful new home and everything is wonderful and I can't get a item if less than 2 weeks? Something is just not right. You need to have products and be ready to push them out ASAP. Can't support a company that takes my money before they have products to sell.

  Vitality Holdings LLC

  Date: 03/13/2023

  **************. We are terribly sorry for the frustration! As stated on our website and order confirmation emails, the order fulfillment timeline when you placed this was **** business days. Thankfully, it does appear that your order was fulfilled within this quoted window on March 8th. In the future, please don't hesitate to reach out to our support team directly **************************************** if we can assist with any frustrations or delays. We are more than happy to help and look forward to improving your customer experience!Thank you so much for your patience & understanding.