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Business Profile

Online Retailer

Loyalty Brand Marketing, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

This profile includes complaints for Loyalty Brand Marketing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 122 total complaints in the last 3 years.
    • 41 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/26/2022

      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.
      On October 4, 2022 I placed an order for 21 items - 13 pairs of underwear, 1 sleep set and 7 pairs of socks - totaling $119.27. I received notice that my order was shipped the next day, via Mail Innovations, a third party shipping company that does not provide complete tracking or delivery estimates. On October 24, I received a small, sealed package - small enough to fit in my apartment mailbox - via ***** which handles local delivery from Mail Innovations. My order was missing 11 items: 3 pairs of briefs, the sleep set, and all 7 pairs of underwear. I contacted customer support immediately, following up a previously sent email that expressed my frustration with the shipping delay and lack of transparency. I was first told After looking into this for you, according to the weight of your package reported by our fulfillment center, it appears that all of the items purchased were included in your order. If the package looks tampered with, we highly recommend reaching out to your local mail carrier to file a claim. But since the package was sealed and *not* tampered with, I attempted to escalate and get more information, or any of the details that were missing from the shipping confirmation, **** tracking, or my account.Again I was told, The information provided in our previous email was carefully researched on our end with our warehouse team to ensure there were no errors, as we would be happy to make things right in the event of an error. However, as the weight of your package provided by our fulfillment center confirms that all of your items were included in your order at the time your package was shipped, were unable to offer a free replacement for your order. Notice whats missing? An actual shipping weight? Actual concrete details? Anything other than a cop out excuse? So Im escalating here, because this is fraud. This is criminal behavior. This complete lack of transparency and accountability is negligence, and Im furious.

      Business Response

      Date: 10/27/2022

      It looks like you are currently in contact with the company's Customer Support Manager, who has provided you with information on the exact weight of your package as reflected by the warehouse team as well as the shipping provider. As the weight of your package in the company's system matches the weight reflected through the shipping provider, a free replacement is unable to be issued. However, the Customer Support Manager has made an exception to offer you a discounted replacement for $7.99. If you wish to proceed, you are welcome to follow the link provided through your email correspondence. Please be sure to reach back out to the company once the payment has been completed. 
    • Initial Complaint

      Date:10/24/2022

      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'm tired of pretty much being called a liar because they can't take responsibility for the items they didn't pack in my shipment. I just want my money back at this point. I will never shop with this company ever again! What horrible customer service ?? WITH THIS COMPANY THE CUSTOMER IS WRONG! THEY WILL NOT TAKE RESPONSIBILITY FOR NOT PACKING THE CORRECT ITEMS IN THE SHIPMENT. THEY WONT EVEN REFUND MY MONEY OR SEND THE THE ***** IVE NEVER RECEIVED! HORRIBLE SERVICE!

      Business Response

      Date: 11/09/2022

      It looks like the company confirmed that all items were included in the package that was shipped. This information was also confirmed by the shipping provider based on the weight of your package. A dispute was opened on your end shortly after. Once a dispute is open and the evidence is submitted, there is no further resolution the company can offer. It is recommended that you get in contact with PayPal directly regarding the status of the dispute. 
    • Initial Complaint

      Date:10/05/2022

      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 made a purchase as part of the promotion for 2 pairs of free underwear just to cover the cost of shipping I do understand there was a disclosure that says they cannot provide any refunds for the package if the shipment became missing. And what a coincidence I just recently had to file a report with *** because my package is lost.. The last update was on the 23rd of September and we are now on October 5th. I have contacted cheekboss via email and have yet to receive a response granted it has only been 2 days. I just want cheekboss to replace my order. And I don't think it's fair I will have to pay them any more money and I think I should also be granted expedited shipping.

      Business Response

      Date: 10/10/2022

      It looks like you were recently in contact with the company regarding this order and you confirmed that your package was received on October 8th, 2022. We have included a PDF copy of this communication along with our correspondence. If you have any additional questions or concerns regarding your order, please feel free to reach back out the Cheek Boss's customer support team at any time!  
    • Initial Complaint

      Date:09/14/2022

      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.
      After a free trial of their product back in April of 2022, I must have mistakenly (and unknowingly) signed up for a monthly VIP subscription. I am just realizing this in September as I don't use the bank account from then often, nor have I gotten any emails or communication regarding a monthly subscription. I noticed I have been charged a monthly fee of $26.99 for **** June, July and August yet have not received any product for this. I contacted them requesting a refund since I was A. Not aware I signed up for a subscription and B. Have not received any product. In return I was told I cannot be refunded and that my products have been deemed, "undeliverable" and if I would like my past products I can pay a fee of $9.99. I told them that I moved in the month of May and had changed my forwarding address and this is not my fault that things I didn't even know were being shipped to me were made undeliverable. I feel it is only appropriate that I either receive a full refund of $107.96 or receive my past products to my new address without having to pay yet another fee to do so.

      Business Response

      Date: 09/27/2022

      It looks like you were recently in contact with the company in regard to this membership and you were provided more information on your initial opt in. At the time you placed your first order in April 2022, you opted to receive 4 free underwear pieces for the cost of Shipping and Handling, which the company advised can only be provided to those who opt to join their VIP membership. As a result, you were charged automatically every 30 days and your items were shipped using the address that was on file at the time of your first purchase. 

      Regarding the missing packages, the company has informed us that your packages were deemed undeliverable due to a change in address that they had not been notified of until after your items had been sent to you. As the shipping labels used only cover charges for one-way shipping, these packages were unable to be forwarded due to two-way shipping charges. Cheek Boss has provided us with their Store Policy information here, https://www.cheekboss.com/page/ckb-store-policies, which states that they are not responsible for lost or stolen packages, or packages that are undeliverable due to forwarding instructions in place. 

      The cost of each package has already been covered in full and as a result, Cheek Boss is not able to provide a free replacement or refund for your items. While they have confirmed that they can provide a refund if the original packages are sent back to them through their shipping providers, they cannot guarantee the items will be received. At this time, any packages that require two-way shipping fees will be sent to Dead Mail and will not be eligible for a refund. 

      If you wish to have your orders replaced, the company will only be able to issue a replacement once the reshipping fee has been paid. The $9.99 fee will cover the cost to reship your 3 most recent packages. If you wish to continue with this fee, please reach back out to Cheek Boss once your payment has been completed. 

    • Initial Complaint

      Date:09/08/2022

      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.
      At the end of June I ordered underwear through these guys, shipping the first week of July. I waited and waited for them to arrive. Never showed up emailing them back and forth they finally said they would send a replacement order but I would have to pay 10 dollars to ************** again. So I did, and it was suppose to arrive at the beginning of August, once again never showed up and have been back and forth with emailing them. They are saying they can't give me my money back and want to offer me store credit but at the same time I would have to pay 10 dollars once again to **************. I'm very disappointed about this as I have never had a problem before getting packages.

      Business Response

      Date: 09/22/2022

      It looks like you were in contact with the company back in August and a replacement was issued on August 5th after your reshipping fee was paid. The company has informed as that they are only able to issue a one-time replacement for packages that have been lost or stolen, and it is for this reason that a Store Credit was provided to you. The company has also notified us that a refund can only be issued for the items if your order is returned through their shipping providers.

      If you would like to utilize the Store Credit that was offered to you, you are welcome to do so before it expires on October 7th.
    • Initial Complaint

      Date:08/24/2022

      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 ordered some leggings from pop fit on May 14th, I got the shipping confirmation on May 19th. The package tracking said it was delivered on May 24th. I checked my mailbox and nothing was in there. I called the post office and they said that they were going to investigate. I got an email stating that they checked everywhere and couldn't find it and acknowledged that they lost it. I was then told to contact the sender which I did and the response I got was that they could not refund me or send another package unless I sent them more money. I called the post office back and told them what I was told and they told me to file a dispute on their website to try and get a refund which I also do but it did not go thru because the business didn't have insurance on the package. I called again and they told me they couldn't do anything and to try and dispute it with my bank which I also did and got denied because it said I was responsible for the charges. I never recieved my package and can't even get my money back which was 126.45.

      Business Response

      Date: 09/21/2022

      Business Response /* (1000, 5, 2022/09/08) */
      It looks like you were in contact with the company back in May regarding your order. As the package was marked as successfully delivered by the shipping provider, the order was not eligible to be refunded. At this time, POP Fit is only able to provide a refund if the original items are returned back to them. However, the company has provided you with an offer to replace the order for the cost of their replacement fee. They have informed us that this replacement fee is required due to the delivered status of your order, and it would cover the cost of shipping, as well as the cost of materials, as well as labor for their employees to pick, pack, and ship your items out to you a second time. If you would like to proceed with this offer, you are welcome to follow the charge link that was provided to you on May 30th and reach back out to the company once your payment is completed.
    • Initial Complaint

      Date:08/09/2022

      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 subscribed to a monthly panty subscription at the beginning of this year. I never received the trial panty subscription anti subscription in the mail and ask for a replacement. A replacement was sent but in the meantime I was already charged for the next month.

      This same process continued for a few months until I was promised a replacement order in June. Here it is in August and I still have not received my orders that I have paid for.

      I recently contacted the company at the beginning of August and I received a response that was unsatisfactory. I simply asked for my items to be mailed to Me or refund my money. I only received one package out of 6 or 7.

      I would prefer to have all of the panties shipped directly to my new address. I am not looking for a refund I simply want the product that I paid for.

      Business Response

      Date: 09/15/2022

      Business Response /* (1000, 5, 2022/08/22) */
      It looks like you were in contact with the company and you were able to reach an agreement on a replacement offer for the missing packages. The company has confirmed with us that your replacement order, which was paid for using a $12.99 replacement fee, has now been completed and is on its way to your provided address.

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