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:21/11/2024

  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 on July 27, 2024, for 6 different products from Knix, totaling $73.71. On August 28, 2024, I received notification that the package had been delivered to my North Bay address. It was not delivered, and I contacted Knix. They offered to deliver the package again, and I gave them my work address in Toronto, so I could be certain someone would be there in person to receive the package. On September 1, 2024, they confirmed that they were sending the package to my Toronto workplace. On October 7 I got another notice that the package was delivered, but it was sent to my North Bay address, and not the Toronto address as I had requested. My partner was home all day that day and no package was delivered. I contacted Knix again and was offered a 60% refund, for a pacakge I did not receive.

  Business Response

  Date: 09/12/2024

  Hi *******, 

  Thank you for taking the time to leave your feedback for us. 

  After reviewing the details provided it unfortunately looks like your order was placed on a website not associated with Knix. We recommend that you reach out to your credit card provider in order to dispute the charge with your bank.
  
  We truly appreciate you bringing this to our attention. To help us take quick action and protect our valued customers like you, please let us know if you have any further information on this order or the website you purchased from by emailing us at ****@****.com. 

  Your assistance is appreciated in helping us ensure that our Knix customers are protected. Thank you so much for your cooperation and support!

  Team Knix

  Customer Answer

  Date: 09/12/2024

  
  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:01/11/2024

  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.

  I paid $53.50 for an XL sized pair of period active wear shorts that are supposed to fit a size 16-18 according to the knix website. I received the order today, Nov 1, 2024. Immediately upon opening I noticed the size was much smaller, and the material was far too constrictive to be able to stretch comfortably to accommodate the size I ordered for. **** ** **** *** ****** ******* *** ***** * ****** *** *** ** ** ***** ***. I ordered larger because the website suggested to do so for comfort. I measured to find the waist band is 14 & 1/2 inches wide. Meaning it will accomodate 29" at the opening, and will do so with compression due to the materials used. **** ******* ** ******* *********** *** ****** *** *** ** *** ******** ** ** ********* *** ******* ******* ****** ** **** ***** *** ********* ***** *** ****** ****. They need to adjust their sizing to reflect the actual size of the opening of the garments* *** ******* ** *** *********** **** ***** *** **** *********** ************ ******** *** * ***** ** **** *** ** ** *** ****** *** ************ **** ******** **** ***** ******* *** ****** **** ***** *** ** ************* I would like the person in charge of fitting to give an explanation of why they chose this sizing, and for it to reflect actual sizes.

  Business Response

  Date: 04/11/2024

  Hi ******, 

  Thanks for taking the time to leave your feedback for us. 

  At Knix, we are constantly striving to improve our products. Whether it's by tweaking existing designs or coming up with new ones, we are always looking for ways to better serve our customers.
  
  Your feedback means a lot to us so please know that it will be passed along to our design team. We are committed to continually improving and bringing our best to the table. Thank you for joining us on this journey and helping us be the best that we can be!

  I took a peak and can see that your order has been returned and refunded already. Please let us know by emailing us at [email protected] if you've had any trouble receiving this refund. 

  Warmly,

  Team Knix

  Customer Answer

  Date: 04/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: it does not adjust or address the sizing discrepancy.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/11/2024

  Hi ******, 

  Thank you for taking to time to address this with us. 

  We've passed along the feedback to our design team. As mentioned, here at Knix we take this kind of feedback seriously. We want to deliver the best product possible to our customers and without feedback from customers like you we would be nowhere near where we are today. 

  In terms of sizing, unfortunately all brands measure their sizing differently. It's very common to be one size in one brand and a different one in another. We'd love to change this, but for now we do our part by making our sizing as easy to understand and follow as possible. The best way to find your size with Knix is by using your measurements in inches, then comparing to the size charts linked here: **************************

  Whether that is for bras, underwear, or even active wear, it is the best way to find your perfect size with Knix. We know sizing online can be difficult so that is why our return policy is as generous as it is. If you ever have any issues feel free to email us at ************* and we can address those personally with you and help you with the sizing along the way!

  Warmly,

  Team Knix

• Initial Complaint

  Date:07/12/2023

  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 11/20/23 #*********T for $77.10. Two thigh savers and two pairs of panties. I received an notification that my package had been delivered on November 27 @ 6:25 pm. When I looked there was nothing there. I checked the shipping status and saw that it said it was delivered @ 4:15 pm. I was actually outside with my dog at that time and had received packages from other places: ****, ******, and ****** that day. I waited until the next day since I have had the post office say they delivered something but didn't actually deliver it until the next day. I reached out 11/29/23 by chat bot and of course "no one was available " and it would take 24-72 hours to get a response. I received a response on 12/1/23 telling me to check with post office, I did, and to wait 72 hours because **** may mark it delivered that far in advance. I waited still nothing and reached through chat again 12/4/23. Today I received a response saying "To confirm have you checked your mailbox and all surrounding areas of your residence? Let me know if I can help with anything else, *******" and please allow 48-72 hours for a response. I feel like this is a game. the response to starting a ticket says they will make it right but im getting the run around.

  Business Response

  Date: 12/12/2023

  Hi ******, 

  Thank you for taking the time to leave your feedback for us. I'm very sorry to hear that your Knix package was not delivered to you properly.

  I took a peak and can see that an agent was able to help you with a refund for your lost package already. You should have a confirmation of this in your email inbox. 

  Please let us know if you have any additional questions,

  Team Knix

• Initial Complaint

  Date:12/10/2023

  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.

  I ordered 2 bras on August 13th, 2023 for $84.16. It was charged immediately to my credit card. The order # is ***********. The tracking# is ********************. I did email Knix and found out my order was lost in transit. I was supposed to receive a refund on my credit card last week. It is impossible to speak with a human being. I called Canada twice and no is ever available. Every time I send an email request, I have to wait 10-17 days. I hope you can help me receive refund for my order.

  Business Response

  Date: 13/10/2023

  Hi ********, 

  I'm sorry to hear you aren't seeing that refund. I did take a look into your profile and see that your return and refund was processed on September 24th. We have sent along an email to you including a screenshot of this refund as well. 
  
  Refunds can take 2-10 business days to reflect in your account. If you haven't seen your refund applied within this time frame, I would suggest you contact your bank as the funds were released on our end.

  Warmly,

  Knix

  Customer Answer

  Date: 13/10/2023

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

• Initial Complaint

  Date:30/05/2023

  Type:Customer Service 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 continue to receive email, texts and auto feeds and have never done business with them. I have called their corporate office four times to take me off their list. When I receive an unwanted text or email there is no way to unsubscribe- and actually never subscribed -without going to the site which I have done. **** ******** ** * ** * *** *** ** *** **** ******* *** ***. And they send texts and emails often. And when I am on the internet, I receive their auto feeds.

  Business Response

  Date: 31/05/2023

  Hi *******, 

  Thank you for getting in touch with us about this! I can see our team was able to connect on this with you this past February where they ensured to remove your email from our lists. I checked to confirm today and was able to see the email you provided for us is still not on our mailing lists. Upon investigating though it appears that the address you provided never did receive marketing emails from us to begin with, so I wonder if it's possible you are receiving emails to a different address that we have not been able to remove for you yet. 

  If so, you are welcome to email us at [email protected] with that information so we can confirm, and please do feel free to include a screenshot of the emails you have been receiving as that detail may be helpful for us to assist fully. In saying that, there is also the option for you to unsubscribe yourself by clicking on the 'Unsubscribe' link at the bottom of our emails.

  As for texts, if you are receiving those, I encourage you to respond directly to it within the text conversation simply with the word "Stop". Alternatively, you can let us know the correct phone number within an email to us and we'll be sure to have that number removed for you. 

  Best,

  Team Knix

   

  Customer Answer

  Date: 08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:I re eived many emails from Knix after Feb and that is why I called in March. All of them were deleted or pulled back from knix. As of late, I have not received emails but knix ads still appear when I am on the web.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 15/06/2023

  Hi *******, 

  We're happy to hear you have not been receiving any of our texts or emails since March as you had wanted. As for the ads, those are targeted suggestions from ****** based on your past search history, are not from Knix directly. It's possible by searching us online originally for our head office information etc... that you inadvertently triggered ****** ads from Knix to populate on your end. If you are not accessing our site or searches any longer those ads will also come to an end for you in the near future. 

  Best, 

  Team Knix

  Customer Answer

  Date: 22/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I received an email yesterday and last week. Those emails magically disappeared. Not sure how but the people at Knix would know.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:12/12/2022

  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.

  Knix created a promo code KNIX****** They then claimed that it was fraudulent. Well it can't be fraudulent if it works... The promo code meant that you got 100$ off your order and only had to pay shipping. It's a great deal and I tried to order a lot. But they cancelled it without my permission to do so. Then sent a fairly passive aggressive email when i asked why. They said that the code was posted without their consent. However, why would a code exist? ** ***** **** *** ******* ************ ***** ******* ** ***. They won't give me my purchases since I used a promo code that THEY created. Then I was told it was my fault for not notifying them of a fraudulent code. How was I (the customer) to know if was fraudulent... If it works, then of course I'd use it! Knix refused to offer anything as well.

• Initial Complaint

  Date:16/11/2022

  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 saw commercials for this bra nd ordered it according to their size chart. It may have had a disclaimer about no returns but I didn't see that as I was on my phone. When I order something, I do not do it with the intentions of returning. Order #*******-INT was delivered and is very large in front and it is only 35inches around the band on the loosest fit . I need 39 Inches, also the breast portion is so close together, I would never be able to get into it. So you see, It is not about the return policy, It is about the mis representation. Also, as I go through my emails, I cannot even find all the ****. here is their response: Knix Support <****@knix.com> Tue, Nov 15, 2:18 PM (19 hours ago) to me Hi ****, Thanks for reaching out and sorry we missed your call. Everything purchased from our Warehouse Sale is final sale, therefore no returns or exchanges can be accommodated. This messaging is present on the product page, in your shopping cart and at checkout as well as on your confirmation email/ receipt. For more ****rmation on our warehouse sale policies, please visit our Return and Exchanges page?. Let me know if we can help with anything else, Thanks, Tabetha Customer Service Knixpert Office Hours: Monday-Sunday 8am-8pm EST Please Allow 1-2 business days for a response it took many hour s of aggravation to even get a response. HERE IS MY RECEIPT: Discover the newest way to save with ****** Pay Deals. Shop now. Payment complete Account Activity About ****** Pay FAQ Hi **** Fosco, We have processed your payment of $46.66 using the payment method shown. Thank you for using ****** Pay. Summary Charge amount $46.66 USD Payment method **** **3709 ****** Pay payment ID ******************* Payment date Monday, November 7, 2022 9:43:28 AM PST Merchant information Knix ****@********.com 1-844-751-9155 Merchant order ID Checkout #************** Thank you

  Business Response

  Date: 17/11/2022

  Hi ****, thanks for following up and sharing this valuable feedback with Knix. I have provided you a full refund for order *******-INT. I will also reach out to you directly via email with the refund confirmation. 
  

• Initial Complaint

  Date:10/05/2022

  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.

  **** ***** ***** ********* ******** ********* *** ******* ***** ****** ***********. They sold items with known problems to clear their stock, marked them Final Sale, took my payment and refused to exchange them stating a returns/exchange policy that did not exist on their website. Despite being Final Sale, you would expect to receive an item that is usable which this was not. They saw the photo of the problem and were passive aggressive and totally useless to remedy the problem. **********

  Business Response

  Date: 16/05/2022

  Hi ***, Thanks for reaching out and sorry to hear those bras are not providing you with the best fit. I have made an exception to our final sale policy for Warehouse Sale purchases and have issued you a refund for your order. If you have any additional questions, please reach out to our customer empowerment team.