Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I have been a frequent shopper since the launch of the brand, but I previously stuck to **** Renfrew as I have a profile with them. I recently wanted an item that was out of stock at **************** so I decided to place an order on skims.com. When I got the tracking, I immediately put delivery instructions and asked for it to be delivered on July 12 with signature. However, my order was left on the sidewalk on my driveway on July 10. In addition, the box was ripped apart with the contents spilling out. When I opened the box, only some wrapping and packaging was inside the box. I immediately contacted skims and provided all the proof. Skims then went on to say that there is nothing they can do. Their customer service is definitely not up to par, and I will be sticking to **** Renfrew in the future. This left me very helpless as a loyal customer.Business response
07/22/2024
Customer placed two orders back to back. Customer Experience refunded $700.00 in April, however the customer reached back out in July and claimed a $1000 order was also not delivered properly and was empty. Customer was instructed after a first courtesy and refund of a high priced package, that they need to reach out directly to the carrier and file a claim as the delivery information with the carrier showcases the weight of the box. Customer did not file a claim, therefore CX could not move forward.Initial Complaint
06/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
i returned an order and forgot to include a short and ***** which i emailed them about myself to let them know. my gift card amount went from 453 to 212 and clearly a short and ***** do not equate to over $200. the code to my gift card is STILL not working either. i should have a gift card of about $380 and i would like all of my money back at this point. i have emailed and texted so many times and no one is helping me at allBusiness response
07/10/2024
Customer has been flagged. Customer has 4 accounts with over 20 refunds on orders claiming "wrong item", "damaged" "defective" "lost". Customer needs to reach out to CX regarding the account information. No further refunds can be issued.Initial Complaint
06/07/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased $36.96 worth of product from this company on 3/11/24. The shipping number they sent does not work, the item has never arrived, and the email contact refuses to refund and cancel the order. Order # SWB2024031126471641.I just want a refund.Business response
07/10/2024
Customer did not buy directly on **************************. All ******************** order numbers are SB*****. Customer needs to contact the location the item was purchased.Initial Complaint
06/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a couple of items on May 19th, that arrived May 23rd, that didn't fit so I returned them for a store credit on May 25th. I bought the same items on a different size with the store credit and payed extra for the shipping on the same day May 25th. That second order was cancelled by SKIMS with no explanation, and I never received a refund on the store credit. I've tried using the same code number multiple times when trying to check out the same items, but it gives back a message that says This gift card has no funds left. I havent received a refund to my credit card either. Ive written multiple emails already to ******************************** and I always get the same response: Hi ****, Thank you for shopping with SKIMS! Upon further checking, the order SB16547587 was canceled on May 26, 2024 - Sunday. Please know that once canceled, kindly allow 3-5 business days for the temporary authorization to drop off your statement. Please let us know if there is anything else that we can do to assist you. Thank you again for your time!, to which I've responded back clarifying that it's about the STORE CREDIT refund, not my credit cards. They send an exact copy-paste of the previous message every time I write back. The email I used for the first order is: ****************** and the one used for the second order is: ************************ I've sent emails from both of these addresses. The first order #SB16408510 amount was $121.98 USD, while the second order #SB16547587 amount was $143.38 USD (Divided between the Gift card (Store credit refunded) - $121.98 and ****** $21.40)Business response
07/10/2024
Customer has been provided the store credit refund, code and email address connected. Customer received a reach out from customer experience providing. No more refunds or credits can be provided.Initial Complaint
06/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a purchase through Afterpay for 3 bras and 3 pairs of underwear. The under was marked as 3+ for $12 each. After I checked out, I saw my receipt was higher than it was on the site. The receipt showed 2 of the underwear for $12 and 1 for $48. I immediately canceled my order as that is not what was advertised. Its been over a week now and Afterpay shows I still owe for my order and no refund has been submitted by the merchant. This company is a scam.Business response
07/10/2024
Customer claims Afterpay charged them for a canceled order. No funds were removed on their end. The customer needs to reach out to Afterpay directly. Customer was advised on 6/2/24 of this information.Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a product from skims and paid it through Kiarna I returned it and specifically asked for a refund not store credit. Ive reached out to skims asking why I didnt get my refund they stated a claim has been filed and that I should have dealt with directly. I followed directions on how to return the product for a refund and I have no idea what claim theyre talking about. If this was miscommunication with them and Kiarna it sure has nothing to do with me. I did not like their product therefore I want my money back.Business response
07/10/2024
Customer was refunded on 5/16/24 for the order. No more refunds can be given.Initial Complaint
05/31/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I order both a skims tank and ribbed shorts both a size xs and never received my packageBusiness response
07/10/2024
International package was marked returned to sender. Customer will receive refund once the package arrives to the warehouse. For more questions on status, please reach out to *******************************Initial Complaint
05/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hello. I have screenshots of everything. I was emailed from the skims brand saying that there is going to be a sale on ALL (in caps) bodysuits in the fits everybody line. They said itll all be 40 dollars. I even messaged the brand on the app and asked customer service if a specific fits everybody bodysuit will be on this sale. She or he assured me three times that it will be. Today the sale came and its not on sale. So I messaged them asking to help me. They offered me 15% off and I explained its more than 35% off I dont want 15% off. They then gave me 20% off.. which again I didnt want. Its false advertising to send me an email claiming ALL BODYSUITS are 40 dollars.. and them not be. I dont want anything crazy. I just want the price that the email said and the customer service multiple times. Really just seems like false advertising. If you cant give me a coupon code for more than 20% off Id like them to credit me with the amount difference so I could place my order. I buy from this brand all the time and its just extremely disappointing that they dont uphold their promises.Thank youBusiness response
07/10/2024
Customer claims item are damaged/defective. Customer has received 4 courtesy returns. Customer needs to reach out to ******************************* with photos regarding any damaged defective items to proceed with the refund.Initial Complaint
05/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order number ******** for two womens pieces in September 2023. I requested a return within the proper period and was sent a QR code. When I click on the track return, it says ALL ITEMS HAVE BEEN RETURNED at the very top. I believed I had appropriately return them (they were too small with 0 incentive to want to keep them; I planned on using the money to purchase different products from the company anyway). However, I realized I was never refunded. I reached out to customer support and was told it is only complete when it says ALL RETURNED ITEMS HAVE BEEN RECEIVED. I have never made a return with this brand and had no way of knowing what phrase or change of wording to expect. I requested an extension on the return window to resolve whatever issue there was with the postal carrier but the company was completely unwilling to move. I feel it was misleading and fraudulent to declare I had completed a return and then say that I had not when it was outside of the period of recourse.Business response
07/10/2024
******** stated she initiated a return in September 2023, however she did not return. She claims the return initiation email misled her to believe she was automatically entitled to a refund. She is requesting a refund for products that have not been returned. Customer needs to return the shipment to receive a refundInitial Complaint
05/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order placed on Monday April 29th, more than one week ago. No shipment fulfilled , the package was not provided to the shipping agency. I contacted customer service several times and they keep extending the time of which to wait for any updates.I would like a full refund.Business response
07/10/2024
Customer reached out on 5/14 stating they did not need assistance on any orders. All orders have been delivered.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
312 total complaints in the last 3 years.
147 complaints closed in the last 12 months.