ComplaintsforSplendies

• Initial Complaint

  09/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In July 2024 I order a 3 pack of NON thong underwear from the company splendies. When I received my package they had sent thongs, no big deal I think I can just contact them and exchange. The customer service agent I was assigned informed me regardless of the selection I choose they send a mixed pack to everyone 'in case they may like it' and 'tough luck it's yours, no refund no exchange' the fact that I can't wear that type of fabric they used (claimed it was 100% cotton and it's spandex/nylon with zero cotton) plus they sent a style I would never have ordered to begin with

  Business response

  10/07/2024

  We apologize that this customer wasn't happy with the items she received in the surprise subscription. She ordered a No Thong package, and that is what we sent her. With a No Thongs package, while you will not receive thongs, you may still receive cheekies and pairs that are not briefs/full coverage. We explained this to the customer when she wrote in and let her know that due to the intimate nature of the items we send, we are not able to accept returns. That information is included on our website.
  
  This customer signed up with our promotional offer where she could try the service for free, just cover the cost of shipping. We do this offer for this exact reason - so the customer can try us out and see if we are a good match for them. If there are certain styles or fabric types that a customer knows they don't enjoy, we would recommend that they instead purchase directly from our shop where they can select styles they know they will like. We're sorry that the surprise subscription wasn't for this customer, but we do thank them for giving us a try.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I signed up for the free trial of their monthly subscription. I can canceled after getting many denied charges due to having insufficient funds. It showed that I canceled and I stopped getting charged. Come the beginning of this month, I get an email confirmation for my order. My subscription was reactivated without my permission. I canceled it again and filed a dispute with ****** for a refund. They denied the dispute. I reached out to Splendies's customer support for a refund as I haven't even received the package they charged me for. **** is showing it as delivered and they are refusing a refund, however I have not received it and I didn't even want this month's subscription package in the first place. I'm extremely frustrated as I need this money for my bills, and they are refusing to fix their problem.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company charges credit cards not on their file. That's fraud and against the law. A card on file was 6891. They charged my card ending is 7209

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I got charged for underwear, that was already returned to the Company. I emailed the Company about the unauthorized charge on the items, but no response. The Company ignored my issue.

  Business response

  07/12/2024

  This customer has not received an order from ******************** in over 2 years, so we are unable to check records of any delivery of returned items because it was so long ago. However, we did contact the customer who acknowledges receipt of package. Our terms and conditions that the customer agreed to at the time of service clearly indicate that we do not even accept returns due to the intimate nature of the items we sent. However, she attempted to return the package anyway. She then filed a chargeback with her bank, and they too concluded that her account renewed correctly based on the terms and conditions she agreed to when she signed up. Further, we responded to this customer back in 2022 and explained all of this to her via email and our system indicated she read it. We never heard from her again and she has waited 2 years to file a complaint with the Better Business Bureau, which is well past any reasonable time frame to expect further assistance on this issue. 
  
  
  
  
  

  Customer response

  07/12/2024

   
  Complaint: 21856710
  
  I am rejecting this response because:
  the business refused to refund the charge back to my credit card. Also, the business mentioned to me, inquire that bank to credit the charge even though the item was returned.
  Sincerely,
  
  ***********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have had a Splendies subscription for a few months and I want all of my money refunded. All of my underwear from Splendies was torn when I first opened the package, did not fit, and was very uncomfortable. I want ALL of my money refunded.

  Business response

  06/24/2024

  There seems to be some confusion here. This customer was only subscribed for one month at the introductory price and only received one package, though her complaint lists that she received several months with every single pair damaged. We have been in business for over 11 years and while a damaged item may slip by us every now and then, for every single pair to arrive damaged is just not something that ever happens. The account has been permanently canceled and she will not be billed again. 

• Initial Complaint

  01/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The company places false information on their website. When asked for them to honor that, they refused to. The employee would not even acknowledge the photo proof I was showing. Because I found the information in their FAQ and it contradict the main page. They refused to replace my items.

• Initial Complaint

  10/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I was overcharged for a product then denied a refund was charged ***** CAD I consented to ***** but was charged 19 and changed USD and do not consent to this charge.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Never wanted a subscription. Says I don't have one. They are trying to take money off my card. Won't answer phone. Mailbox is full. Tried online and it says I don't have a subscription but twice today tried to take my money

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Quality is not sufficient. Really bad quality. Plus I cancelled and they dont stop contacting me.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Awful customer service, and questionable products. I had a subscription for about six months, and there were some items I liked. I got the subscription that has a combination of different styles, but no thongs. Some of the regular cut underwear were OK but the sizes are inconsistent. Theyre all marked the same size, but some of them fit very tight while others were so loose it was unflattering.But the big issue is that they kept sending one particular style that was like a seamless ***** - you know the kind, its a really silky material that doesnt have the big bulky seams on the edges so you dont have a visible ***** line. Every single one of those pairs came apart. The cotton in the crotch fell apart from the ******* within a wash or two. The stitching just disintegrated. Every single pair sent in that style (I told ***** it was three, it now appears to be four since the pair from the most recent shipment is now also falling apart.)I wrote a nice note to the company, and they only offered to replace one pair out of the three. When I responded that was inadequate, they offered give me half of my money back for one month subscription, which is basically a pair and a half of *******. They flat out refused, even after asking me for pictures of my worn underwear, which was creepy enough, to fully replace or refund the poor quality items they sent.

  Business response

  05/30/2023

  Very sorry to hear this customer had trouble with our no show pairs. This style is seamless to ensure that ***** lines cannot be seen through clothing and are some of our most popular styles. They are a bit more delicate and should never be washed in warm water or put in the dryer, as that can weaken the adhesive. We always recommend hand washing and hanging to dry to help make your Splendies last as long as possible, but they should definitely hold up more than a few wears, so we're sorry for the experience here.
  
  It is pretty uncommon for one customer to have multiple pairs that come apart, so our customer service team offered a discount or a replacement pair. But this could have been handled better, and we are sorry. We contacted the customer and let them know that 3 replacement pairs are being sent out. We hope that solution works.

*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. ↩