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:07/12/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  To all you women out here that keep returning ***** recovery you guys are told to measure yourself you guys dont want to measure yourself and then youwanna complain go into the Better Business Bureau no one that the stuff is really expensive. I used to sell these suits used and partially new And when I got the return from this company, they were tons of packages open with their old bodysuits put in them. These women would them back used tore up, trying to pass it by for a new new women are dirty nasty you guys always want something for free so you get mad things dont go your way and you go to Better Business Bureau and complain about it. The sizes work just right you guys just dont wanna measure yourself. The chart tells you exactly what will fit you and if you need extra assurance, you can measure yourself they work just like clothes sizes youguys just dont wanna pay that much money and youre trying to get over on the company stop complaining and do things right? Ive tried these suits on. sold these suits. Ive seen so much dirty stuff being sent back that wasnt even the item but besides ****** the people dont check you guysjust get mad because you cant get away with it. Nobody wants the stuff thats been tried on now every time Im seeing somebodys nasty f**** on the suit or their p*** or their STD or their yellow nasty self coming out their poutine All over these suits because they tried them on thats nasty ??

• Initial Complaint

  Date:05/20/2025

  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.

  Item purchased: Female Curves Body Suit, May 2025, $170 Buyers beware - there is no way to try on these items - once you've bought it - you CANNOT return the item according to their policy.A friend purchased a birthday gift for me from Marena. After trying on the garment, I was disappointed with both the fit and the quality of the finishing. When I asked my friend to return the item, she told me she had already contacted Marena and was informed that refunds are not allowed. I then called Marenas customer service myself, only to be told that once the item is opened, it is ineligible for return because its classified as a Class I Medical Device. The customer service person told me it was stated boldly on the website.I went back to the website, assuming I must have missed this important information. Shockingly, this crucial return policy is not displayed on the landing page, not on the product page, and not in the shipment ************ is buried deep within the Terms of Use, which you only see if you click the link and then scroll through extensive legal jargon. The actual return policy is item #9, and even then, you have to follow another link and read through an entire section to find a single sentence about this restrictive ruletucked away in a paragraph about product defects. There is no other way to try the items on besides to open the package and try them on? Most people do not comb through pages of legalese before making a purchaseespecially when the information is so well-hidden. When I researched Marena online, I found many customer complaints around this. Many other companies sell the same type of items and they have a legitimate return policy. This is unethical behaviour and I only hope that people will read this and be warned. DO NOT BUY. My experience has been frustrating and unfair, and I hope this serves as a warning to others.

  Business Response

  Date: 05/21/2025

  Good morning,

  We are sorry you were unhappy with the garment you received.  Please note as stated Marena garments are Class I medical devices and we adhere to government regulations, standards, and protocols.   Our return policy is stated in multiple locations on our website and in our terms and conditions which must be checked when purchasing the garment stating unsealed, open items are not eligible for a refund. 

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

  As the open garment cannot be returned to stock for resale, we are unable to offer a refund.  Please kindly provide the order information and we can email a one-time courtesy discount for the amount paid for the garment which can be used as a store credit towards another item.  The discount code would be emailed to your friend who placed the order initially on our website.   This code cannot be combined with any other online promotion and is valid for one use. 

  We look forward to assisting you.  

  Best regards,

   

  ***** Robes

   Customer Service Representative

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

   

  
  
  
  

• Initial Complaint

  Date:04/09/2025

  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.

  Bought product from but didnt like the feel of the material. Didnt even wear it . They gave me a return label and then after I sent it back they sent an email and said they will partially refund me and to keep the item because they cant refund it. How could I possibly keep it when you already gave me a return label and its mid shipment. Company is a rip off.

  Business Response

  Date: 04/10/2025

  Good morning,

  An email was sent to Ms. *** yesterday letting her know that a courtesy full refund for the opened item would be processed once received. I confirmed this morning that it was received back, and a full refund was processed for the garment which was discarded by our quality team as open items cannot be restocked as we adhere to *** regulations.  Ms. *** is aware it will take 3-5 business days to reflect on her credit card but a confirmation email with the transaction ID was emailed to her.   

  The issue has been resolved.   

  Thank you. 

   

   

• Initial Complaint

  Date:02/21/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  After my abdominal surgery, my surgeon's office recommended Marena. I had to order three sizes, as my surgeon's office failed to tell me to account for post surgical swelling. On 1/11/25 I first ordered two mediums. I only opened one package to see if it would fit which of course it did not. On 1/30/25 I then ordered two more in large and on 2/5/25 I also ordered an extra large just in case. The large size fit, so on 2/14/25 I returned the extra large and the unopened original medium one to get a refund. On 2/18/25 I received an email notifying me that the extra large one was refunded. When I replied to inquire why they were not both refunded as I returned both of them in the same package, I received an email in reply from ***** **** in customer service stating that they would not refund me for the medium as the package had been opened-- which I know for a fact it had not been opened!!! I actually would have preferred to keep the beige medium in fact, instead of the black--I was disappointed that I opened the black one by mistake. I called on 2/18/25 and spoke with ***** from customer service, she said that I would get a call back or an email the next day after she spoke with her supervisor which of course never happened. These are extremely expensive and I am furious that I was not refunded for both of the returns! I returned an unopened package, per their "strict guidelines", and they are refusing to give me a return. This feels like a scam at this point. So disappointed.

• Initial Complaint

  Date:01/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 paid for two bras for my breast surgery and a pair of travelers leggings i paid ****** including two day express shipping since my breast surgery is next week january 8 my order was taking so long I looked on the shop app t9day noticed it said my order had been shipped back to marena and they havevnever bothered notifying me or refunding me npw I do not have my money or my items for my surgery this is the worst company ever dealt with so unprofessional I either want my itemscovernighted immediately or my ****** refund immediately

• Initial Complaint

  Date:04/09/2024

  Type:Sales and Advertising 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.

  Purchasing for 2-day shipping is fraud. They do not mail your order until the 3rd day. I ordered on a Friday, paid for 2-day shipping and did not receive my order until the following Thursday. No reimbursement. They also market free returns but customers have to pay for returns.

  Business Response

  Date: 04/10/2024

  Good morning,  Ms. ******** order was placed on Friday, April 5th at 5:50 pm and our shipping was closed for the weekend.  The order shipped on Tuesday, April 9th as there is a processing time for orders as stated on our website regardless of any expedited shipping method   It also states to call ************* if an order needs expedited which allows us to reach out to our shipping team and advise of an ETA as our online website is unable to keep up with inventory as it changes continually.  Lastly, our website also states that orders ship Monday - Friday.   One of our ************* Representatives advised Ms. ****** of this when responding to her email regarding a refund of the shipping charge of $22.   

  At this time, we have processed a refund for the $22 shipping as a courtesy which can take 5-7 business days to be reflected to her credit card.   

• Initial Complaint

  Date:02/28/2024

  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.

  Marena's return policy states "Due to government regulations, any Marena garment that has been opened or worn for any length of time cannot be returned unless defective"It does not cite a law, and no other company that sells compression, including those that accept health insurance, cite this law. This is not an ethical business practice and the statement doesn't appear to be factual. My doctor requires I wear these garments but it places and undue burden on me as their sizing measurements provided on their website aren't always accurate. There is no physical location or way to ensure proper sizing aside from trying on these garments. They apply this policy to both their compression garment as well as their normal (non medical) leggings.

  Business Response

  Date: 03/08/2024

  Dear Valued Customer,
  
  ********************** cares deeply about providing an excellent customer experience. We understand your concerns and would like to provide some insight into why we treat open or used products the way we do.
  
  Marena is a Class I medical device manufacturer. This means we follow the requirements established by the Federal Food, Drug, and Cosmetic Act, and *** regulations under Title 21 of the Code of Federal Regulations to ensure that our foundation of providing quality, safe, and effective products are met. Additionally, we elected to hold our quality practices to a higher standard through our continual maintenance of an ISO 9001 & ISO ***** certified quality management system. This helps us keep our products and our customers safe.
  
  Where the product is worn, even momentarily, or removed from its packaging, the regulations and standards we follow set requirements for how these products are handled. In an effort to maintain the highest integrity of our products, Marena maintains policies and procedures to eliminate the risk of a used, worn, or unpackaged product making its way back to us and subsequently to another customer. In an effort to minimize the likelihood a customer needs to return a product for improper fit or sizing, we encourage customers to consult with their medical provider and measure themselves to ensure appropriate sizing is achieved. In the event a customer may still need assistance, our wonderful **************** representatives are available through our website, by phone, or email. This information can be found at How to Wear Compression | Medical Compression Garments - The Marena Group, LLC  and Contact Us - The Marena Group, LLC on our website.
  
  We will use this valuable feedback to help continually improve the Marena experience for our customers. Thank you for your feedback.
  
  Very Kind Regards,
  
  Marena **************** Team
  

• Initial Complaint

  Date:02/02/2024

  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 ordered 2 pairs of leggings from The Marena Group (attached) and just received them and tried them on. I did not like how they fit, so I emailed the company to return them. I received an auto reply (attached) that seemed to indicate if I opened the leggings, they would not be eligible for a return because they are classified as a Class I Medical Device by the **** I went back to the website, assuming that I had just missed seeing the information. It is not listed at the top of the landing page (*********************************), it is not listed on the page of the item I bought (*********************************products/me601-compression-leggings?_pos=1&_sid=506c1f634&_ss=r), nor is it listed on the cart or checkout page. It is not listed anywhere on the shipment packaging or the packing of the item itself. It is ONLY listed when you click on "Terms of Use" (*********************************pages/terms) at checkout. Just like many websites, you have to check the box that you have read the terms of use. The return policy is item #9 in the sea of legalese - but then you need to click on the link within the *** to take you to the "policy" (*********************************pages/shipping-and-returns), and THEN you need to read through the entire return information section to find ONE sentence that states this obscure rule (within a paragraph about flaws/defects). As a consumer, I understand that I should be diligently reading every company's terms of use, but as a frequent online shopper, I know these are always full of legalese that laypeople can't understand, and I clicked on it without reading, as I am sure the majority of their customers do. When I ****** their company, most reviews say the same thing, and when I spoke to a supervisor on the phone, she told me she can't make an exception because people call "all the time" asking for this. I am so frustrated that this company is able to hide behind this rule and not refund their customers' money. I hope that you can help not only me, but future customers of Marena.

  Business Response

  Date: 02/06/2024

  Our Returns Policy can also be located on the website, ***************************************************************** states that merchandise may be returned in original unopened packaging for a refund within 30 days of receipt.  The *** who initially assisted ********************** when she called to request a return authorization for both garments purchase, explained our policy for the open item and that it was not eligible for return or refund.   She stated we could offer a store credit towards another purchase; however, no amount was provided as ********************* wished to speak with a supervisor as she wanted a full refund. As a team lead, I, ****************, created a return label for the unopened item which was emailed today and explained how we cannot accept the open garment back which is a strict policy we adhere to as our garments are classified as a Class I medical device.  I also stated we could offer a coupon in the amount of the opened garment that cannot be returned, as a courtesy; however, she wanted a refund as an exception to our policy.  She stated her dissatisfaction and unhappiness with our policy and the call ended.
  
  

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21239189
  
  I am rejecting this response because:

  Marena is not addressing the real issue, which is that their "return policy" is:

  1. OBSCURE AND ATYPICAL: I have purchased "medical grade" compression leggings from another retailer, and they are able to accept returns.  I have purchased Marena leggings from Amazon, and they accept returns.  

  2.  HIDDEN: In order to find it, you have to click a link, scroll through pages of legalese, then click on another link, then find the ONE sentence in the middle of a paragraph about flaws/defects in the manufacturing.  

  3. DECEITFUL: If Marena wanted their customers to know the policy, they would put that one tiny sentence IN RED on their checkout page, and put a sticker on the outside of every pouch: "If pouch is opened, item will be ineligible for return.".  When I spoke to the supervisor, she told me that she could not make an exception for me because of how many calls they receive every day asking for the same thing.  After all these calls, and all the negative reviews online and on the BBB, why wouldn't they address this unless they truly didn't want people to know.

  4. POSSIBLLY INACCURATE and ILLEGAL: This morning I contacted the medical device department of the *** and am awaiting their response.  *********** is basing a LOT on the ***, so I would like to hear what the *** says.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/13/2024

  Good afternoon,  A refund has been processed on February 12th for the unopened item which was returned for a refund - Credit Memo ***** dated 2/12/2024 in the amount of $116.80.  The refund should be reflected back to your credit card on file within 3-5 business days.  Please note our return policy can also be located on the website, *******************************************, which shows the most common questions our customers have when ordering which again explains that open garments are not eligible for refund as well as our shipping policy. Our return policy can be located in multiple locations on our website; therefore, we are unable to provide a refund for the open garment.      

   

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21239189
  
  I am rejecting this response because I am not sure why the company is including information that is unrelated (reimbursement for another item, which is not the focus of this BBB complaint).  They also state that the return policy can be found in multiple locations on their website which is completely false.  I need a refund for the item that I originally asked about.  *********** is not responding to my concerns!  They just keep repeating their return policy, which I have stated is obscure, atypical, hidden, deceitful and possibly inaccurate and illegal.  ************ should not even be in business with these practices

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

• Initial Complaint

  Date:02/02/2024

  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 had an abdominal surgery that requires a compression garment. (I am a nurse) A coworker of mine recommended this product and company. I ordered a size small (I am usually an XS) (I did the measurements according to their site) and ordered the small. Since I am a nurse I had undergarments on (AKA underwear that were thin and protective for trying on the garment. I tried it on and it was too tight. I also did not like the crotch part as it is stiff and too wide. I reached out to the company to return it/exchange it and they responded with this email ***************** <*********************************>5:20AM (6 hours ago)to me Thank you for your response. Please review the Marena Return + Exchange policy listed below for any questions. Due to government regulations, any Marena garment that has been opened or worn for any length of time cannot be returned unless defective. So now what am I supposed to do??? How else would I know if it fits or not. This is ridiculous that an ONLINE purchase can't be returned as well as I am recovering from surgery and need a proper garment.

  Business Response

  Date: 02/08/2024

  Marena's Returns Policy can also be located on the website, *********************************************************** which states that merchandise may be returned in original unopened packaging for a refund within ************************************************************************************************* line with *** and ISO requirements. Our return policy is also stated on the *** page, *************************************************; The customer service representative did offer **************** a 15% off discount towards another online purchase after explaining Marena's policy.  Unfortunately, we are unable to provide a refund for open garments and do not offer exchanges as the item cannot be returned to stock.   

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21238301
  
  I am rejecting this response because:

   

  Your representative did not offer me 15% off for next purchase and nor would I pay more than 50% since the original item can not be worn and paid 125$ for it.  You offer a buy one and get your second one at 50% off.  So, 1) your representative documented incorrectly about the 15 percent off and secondly that is such a second slap in the face to the original. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/27/2023

  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.

  Please be advised I purchased a surgical garment that was well over 100 dollars and when I received the package in the mail I saw the packet was open upon review of the garment I saw that it had fine holes with one very visible. I contacted the company the same day but I didn't get an immediate response. I continued to reach out but to no avail nothing. I continued to reach out and I finally received a response but the issue was never resolved. I am asking for your assistance to resolve this matter.

  Business Response

  Date: 10/30/2023

  Marena did receive the emails from the consumer in July. We did not receive photos of the garment the consumer deemed as defective. We will need the photos of the garment and photos of the packaging with the SKU/LOT# from the back of the packaging for our ***************** Team to review. This information we are requesting can be sent to the email address the consumer has used to previously respond to Marena. 

  Customer Answer

  Date: 10/30/2023

  Good Morning 

  Please see the email proof reflecting 5 attached pictures.  I have one more to provide which I have to attach to another message because your *** is 5.

   

  Thank you

  Business Response

  Date: 11/01/2023

  The customer has provided us with the photos of the defective garment as requested. A refund of $105.40, less shipping charges, was issued today, November 1, 2023. 

  An email confirmation was sent to the customer to advise of the refund back to the original method of payment. 

  Customer Answer

  Date: 11/01/2023

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