ComplaintsforSkims

Womens Clothing

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Initial Complaint
05/31/2024
Complaint Type:
Delivery Issues
Status:
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.
I ordered a body suit from skims and did not like the fit so decided to return it. The company issued a return slip and I mailed it back. It has almost been two months and I have not received a refund. The company says that because I dont have a tracking number (wasnt required) they can confirm they received the return. I now dont have a product or money. My order number is SB15567368.
Business response
07/10/2024
Customer stated she returned items with Self Postage. Warehouse has not received a package. Customer needs to provide the tracking information to CX to they can look into the return. No refunds can be issued without proof of delivery.
Initial Complaint
05/31/2024
Complaint Type:
Product Issues
Status:
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.
Date of Transaction:January 31st Order Number:SB14540437 Amount Paid:$212.00 for the "SKIMS BODY UNDERWIRE SLIP DRESS" plus $27.56 ***, totaling $239.56.Business Commitment:Skims was expected to provide a full refund for the returned item.Nature of Dispute:After returning the item, Skims refunded $212 minus a $20.73 return shipping fee, totaling $191.27. They refused to refund the $27.56 ***, claiming it was collected by the local government and provided instructions to claim the *** from the ***********************.I submitted all the necessary forms to the *********************** as instructed by Skims, but the ************** refused my request, stating that I am not the importer and I had not paid the taxes to the ***** They advised me to contact the Importer (Skims - eGlobal) for the refund.Attempts to Resolve:I have contacted Skims customer service numerous times, but the issue remains unresolved.
Business response
06/14/2024
Customer was refunded on 5/20/24. No more refunds can be issued.
Initial Complaint
05/31/2024
Complaint Type:
Delivery Issues
Status:
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.
I placed an order with SKIMS on 04/29/24 and I've had not one single update. It's apparently coming *** and all *** has received from SKIMS was just an update that a label was made. I've emailed them 3 times and sent 2 ******** messages and no one has even acknowledged any of my messages. I'm upset and I just want my money back!!
Business response
06/14/2024
Order was delivered on 5/9. No refunds can be issued. Feedback regarding issue is shared with CX teams.
Initial Complaint
05/10/2024
Complaint Type:
Delivery Issues
Status:
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.
I made 3 separate attempts to find a bra that fit correctly. But none fit. I spent more on shopping than the actual cost of the bras. I just want my money back. **************** is a joke. Just texts messages back and forth and nobody able to give me a refund. This is a BRAND and Im frustrated that this is even acceptable to them. Original order placed on 2/22/2024 SB14961560 Returned on 3/15/2024 total paid $71.29 2nd attempt order placed on 3/18/2024 SB15383236 Returned on 4/11/2024 total paid $77.78 3rd attempt order placed on 4/13/2024 SB15811006 total paid $79.93 Returned on 4/25/2024 At this point I'm tired of trying and just want my money back.
Business response
06/14/2024
on 4/30/24, customer's gift card of store credit they kept receiving refunds to was disabled and they were refunded directly to the card. No more direct refunds can be given.
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
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.
I placed an order of 152 dollars on skims brand on April 6th, which was accepted on the official website and shipped on April 8th. One day, I suddenly found that the package was returned to the sender, and I had no information about it. I tried to communicate with the customer service, and the customer service said that they would deal with the refund after receiving the goods, but they still did not give me a refund after receiving the goods for many days. My friend gave me some gift cards, but now the card is locked, clearly there is a balance in the card, but it shows that it cannot be used, I tried to contact the customer service, the customer service shirked responsibility and asked me to go to the supervisor, I went to contact the supervisor, the supervisor did not reply to me, is this a well-known brand can do something, ***** responsibility, overrule the clause, take back the goods and do not give refund, lock my gift card, I ask you to help me get skims to refund me and unlock my gift card, which is not right!
Business response
06/14/2024
Customer has been flagged has fraud. Customer has several accounts associated with different emails. Accounts are all associated with store credit return fraud and/or gift card fraud so we cannot give any refunds to these accounts.
Initial Complaint
05/10/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hi, On 14.02.2024 I bought a dress on skims website. I paid for the order however the dress never reached me. I did not get my money back. Checking the tracking number the package was sent back to the company, but further supposedly they did not get it. It will be 3 months in a while and I still don't know if I will get my money back for a dress that I haven't even seen. Please help me in this matter. I am sending confirmation of the transfer and screen shots of the information regarding the shipment. Please help.
Business response
06/14/2024
Customer was refunded on 4/24/24. No more refunds can be issued.
Initial Complaint
05/10/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I have had consistent issues with the quality of products received, bad smelling/worn bodysuits, cancellation of orders, missing items, receipt of the wrong orders, and my orders being sent to other parties.I recently purchased a navy dress on sale. Upon receipt it had prominent white discolouration across the chest and darker lines throughout. It was an obviously damaged product. I sent Skims photos immediately and they refunded me without any further questions or guidance. A few weeks later I ordered the dress in ****** hoping that it would not have the same issue. It did and I sent Skims photos noting that it had similar discolouration to the previous navy one. Instead of confirming a known issue, suggesting taking the dress to the dry cleaner etc. They accused me of fraudulent practices and advised that I would no longer be able to return any damaged products. I work in law and am not attempting to commit any type of fraud. It is Skims responsibility to get a handle on their quality control and it is wrong to penalize me for their poor practices. After defending myself, Skims advised they would (on exception) refund me for the dress once I mailed back and they received. Due to my direct experiences with their erroneous shipping/delivery practices, and many more which I have read on the review portion of this site, I do not trust them. I also find it highly offensive that they alluded to me being responsible for the damaged dresses and saying they would penalize me by not allowing future returns. This is an online site so I cant see the actual merchandise that is being sent. I have never had issues with any other online sites.
Business response
06/14/2024
Customer was refunded on 5/14 for potential damaged item. Customer has been refunded 5 time regarding items claimed to be damaged. No more refunds can be offered.
Customer response
06/14/2024

Complaint: 21634241

I am rejecting this response because:
I was not refunded anything on May 14 as indicated in their response.
Skims did not provide supporting details regarding their alleged records of damaged items and their subsequent refunds. It has been Skims choice to refund.
I should not be penalized for their poor quality control. The manager at the Skims section in ********* **** Renfew stated that Skims quality control is so poor that it is **** Renfews regular practice to open Skims merchandise when someone is purchasing because it frequently contains the wrong or damaged product. This is unacceptable.

Sincerely,

***********************
Business response
07/10/2024
Customer has been flagged as they have been refunded for 5 damaged orders claiming on the same information. Customer needs to reach out to ******************************* for more information regarding these potential damage/defective items.
Customer response
07/11/2024

Complaint: 21634241

I am rejecting this response because:
In Skims initial response they stated that I was refunded May 14. I responded confirming that I was not. Their most recent response does not even address the alleged refund that they are incorrectly claiming I received. Please provide the proof of this refund.
Skims has chosen to refund me for 5 damaged items. Their most recent response claims that the damage was the same on all 5 items. This is incorrect. I contacted Skims to advise of damaged items including but not limited to a worn foul smelling bodysuit, a sock with a hole in it, 2 dresses of the same style with white discolorization on the chest and darker discolourization throughout, a swimsuit top that had frayed stitching that was coming undone etc.
I have purchased 115 different items from Skims. Contacting Skims for 5 items out of 115 items is not conducive to fraudulent behaviour and grounds to flag a customer and deny future returns. ********************** has refunded me for a mere 4.3% of my purchases.
I request the assistance of the BBB because as evident in their responses, Skims is not addressing the manner in a professional and competent manner and does not appear to be taking the issue seriously.

Sincerely,

***********************
Business response
07/17/2024
Customer has returned 5 items. We offered a free return for her 6th "damaged" item. Customer refused the free return and just wanted a full refund and to keep the product. Customer can return items back to us and receive refunds. No more full refunds for the customer and letting them keep product.
Customer response
08/05/2024

Complaint: 21634241

I am rejecting this response because:
The Skims representative is misquoting me. I was eventually offered a refund by Skims if I took the time and effort to ship the dress back to **********. After reading countless reviews of Skims on the BBB site and online of Skims losing clients' returns and massive delays in refunds I suggested Skims send me an undamaged version of the dress before I return the damaged one. I never once "wanted a full refund and to keep the product". I never asked for a refund - only that I wanted an undamaged dress. I don't trust Skims. I would rather have a stained dress than risk them saying that the damaged dress was not received by them. The dress is still stained and hanging in my closet with the tags attached. Skims has never confirmed if there is an issue with this particular style or suggested any cleaning recommendations to remove the discoloration.
The Skims representative is not clarifying why they stated I was refunded for the item in their earlier correspondence.
The Skims representative is using the language "items" and "refunds" when we are discussing the issue related to one singular item.
The Skims representative does not have the English capabilities to resolve the issue. Again, I request the BBB's assistance to rectify the situation or escalate to another Skims representative that it better suited.
Sincerely,

***********************
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
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.
I purchased an Everyday Sculpt body suit on Jan 19, 2024 for $78.44 from Skims. I hand washed it and the bodysuit started to fray and fall apart. I sent them a message on Feb 26th stating what happened. They responded and asked if I would send them a photo of the product. I sent them the 2 attached photos of the damaged product. I never heard from them again. Every time I continued to try to email them and every single email came back saying "Delivery incomplete. There was a temporary problem delivering your message to **************** Gmail will retry for 46 more hours. You'll be notified if the delivery fails permanently". I NEVER HEARD FROM SKIMS AGAIN. I am very disappointed. They literally "ghosted me". I would really like a refund. Terrible customer service.
Business response
06/14/2024
Chargeback has been filed on this order. Customer needs to cancel the chargeback and reach back out to ******************************* for more assistance.
Initial Complaint
05/10/2024
Complaint Type:
Product Issues
Status:
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.
I created 3 orders on the official website of Skims, totaling 6 pieces of clothes. However, one of the orders just created the tracking number, and then *** has not received, so I contacted the customer service to cancel the order. The package appeared to be returned, but it was never sent. I later contacted customer service, who said they would refund me when the package returned to the warehouse. However, the logistics did not continue to update, so I contacted them, and the director of Skims replied to me by email, indicating that I would not be refunded for this order. The other two orders were sent, but skims returned my packages and did not give me a refund. I paid for it with a gift card, and they keep saying I misused it and won't give me a refund. But I didn't. If they didn't sell it to me, they could return my package, but the deal wasn't done and there was no reason to just take my money. I ask Skims to refund my three orders.The 3 orders and tracking numbers are:SB15671282 1Z0V1A93YW19606287 SB15731877 1Z0V1A931219980354 SB15748386 1Z0V1A93YW20144069 I signed up for the Skims account using ****** Mail ******************* The amount paid for the three orders is $80, $76, and $112 respectively, totaling $268
Business response
06/14/2024
Customer refunded on 4/30/24. No more refunds can be issued. If customer requires assistance regarding returns, customer needs to reach out to *********************************************************.
Initial Complaint
05/10/2024
Complaint Type:
Delivery Issues
Status:
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.
I received an email from SKIMS thanking me for my order and encouraging me to click on tracking information. I have NOT placed an order with SKIMS, and I was worried that my credit card had been used fraudulently to place an order. However, I discovered it was impossible to call SKIMS to inquire about the order. I emailed them instead, and they requested a screenshot. They then told me I needed to reply to the email that initially sent me the tracking information BUT it was sent from a "noreply" email address. I'd like to know what's going on--why I was thanked for an order I never placed. I have attached the initial "order and tracking email" as well as part of the thread of my emails to SKIMS.
Business response
06/05/2024
Customer ordered November of 2023. No orders as of recent.
Customer response
06/14/2024

Complaint: 21627087

I am rejecting this response because:
This is remarkably shoddy business practice. It was impossible to reach anyone, and I see that BBB has had the same problem reaching anyone. We cancelled our credit card, but it would have helped if I had been able to ask someone immediately.
Sincerely,

*********************
Business response
07/10/2024
Customer purchased from "Sleep Better In ********************". Customer provided us a screen shot of an order not from skims.com. Customer was informed they need to reach out to the company they purchased from. This was informed 4/24/24. No assistance can be provided at this time.

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