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:04/10/2025

  Type:Service or Repair 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.

  On February 7th I cancelled my membership. The following month I was charged ***** and then again this month. Once I reached out to them they confirmed that I did cancel on Feb 7, 2025 at 12:45pm but they claimed I reactivated (I did not). They continue to say they were wrong about the cancellation and refuse to send me proof on their end that it wasn't cancelled or that it was and that I reactivated. I just want a refund, cancellation and to be done with them forever. After asking multiple times for the chat log to be emailed to me before ending the conversation, they did not.

  Business Response

  Date: 04/16/2025

  Hello ******,

  Thank you for reaching out through the BBB.
  
  After reviewing your account, we found that a chat session was initiated on 2/04/25presumably by the third-party service you used to cancel subscriptions. However, our agent never received a response during that conversation. Please note that we require confirmation during live chats in order to process a cancellation, and we always send a confirmation email once a membership has been successfully cancelled. Since there was no reply, the membership remained active.
  
  Weve now refunded the membership credits on your account and officially cancelled your membership. Youll receive a confirmation email directly from us to verify the cancellation.
  
  If theres anything else we can assist you with, feel free to reach out.

  Best,

  *******

  Customer Answer

  Date: 04/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I dont exactly agree with it, but I will accept it and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Price

• Initial Complaint

  Date:03/13/2025

  Type:Billing 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 have been a member of this business since 2023. Sometimes I take the monthly credit, some months I skip. I attempted to skip March 2025 in the allotted timeframe and was still charged.I purchased a member set and then contacted customer support to cancel my membership because of the error. I was told that there have been errors and I should take additional steps to skip every month by contacting customer service. This complex and misleading process is cumbersome to the customer. I was told in my chat with the ***resentative that I would be given a $40 store credit on my non-VIP account even if I cancelled. When I continued the cancellation, the *** said that she could not give the credit. Then they told me (after they confirmed the cancellation) that my account was not cancelled and I could get the credit if I stayed.This company is intentionally making it hard for customers to skip and cancel their memberships in order to ****** off monthly membership credits. I would like the $40 credit I was promised and for the BBB to look into their process to ensure they are acting in an ethical way.The *** would not provide me with a transcript of the conversation.

  Business Response

  Date: 03/19/2025

  Hello *****,

  Thank you for reaching out to us through the BBB.
  
  The $40 store credit is only available to members who choose to keep their membership. After reviewing your interaction, we can confirm that the agent later corrected their typo, clarifying that the credit could be applied only if the membership remained activenot if it was canceled.
  
  Since your membership has been canceled, we are unable to provide the store credit at this time. We appreciate your understanding and are happy to assist you with any further questions or concerns.

  Best,

  *******

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23059737
  
  I am rejecting this response because: while they responded about the $40 credit, they did not mention anything about their cumbersome and misleading new procedure to cancel a membership or why I was charged after I skipped the month. 

  I would like an apology as well as the BBB to investigate this new membership cancellation procedure to ensure that it is keeping client rights secure.

  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/02/2025

  Hello *****,

  Thank you for reaching out. Unfortunately, were unable to offer the $40 store credit at this time, as the membership has been canceled.
  
  For future convenience, we also offer an online cancellation option if you prefer not to speak with an agent.
  
  We appreciate your understanding.

  Best,

  *******

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23059737
  
  I am rejecting this response because your process of cancellation was difficult and your customer service was inadequate.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/12/2025

  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 a package on March 3rd and paid for rush shipping. The package did not arrive in rush timeframe so I was refunded the rush shipping fee. However my package has still not arrived. I reached out to the shipper via an investigation ticket ********. The resolution was the package is lost and unable to be located they advised me to reach out savage x fenty for a refund. Savage x fenty refused to acknowledge the package is missing and advised me to continue waiting even thought ontrac has already stated the package is lost. Instead of researching further they advised me I must continue to wait even though we are already out of the original rush shipping timeline.

  Business Response

  Date: 03/19/2025

  Hello Jhatell,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience.
  
  According to our records, your order was refunded on March 16, 2025. Please let us know if theres anything else we can assist you with. Were happy to help.

  Best,

  *******

• Initial Complaint

  Date:03/10/2025

  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.

  On March 9th, I went into the store to get sized and buy bras. I paid full price (which is not a big deal) but when I left, I heard the workers offering other people a membership price. I felt discriminated.I know they offer extended cup sizes, but I would like to know if they can go even further passed H cups.

  Business Response

  Date: 03/18/2025

  Hello ********,

  Thank you for contacting us through the BBB. Were sorry to hear about your experience.
  
  At this time, only active rewards members receive exclusive pricing, while non-members receive guest pricing. However, youre welcome to join our membership program anytime to unlock additional benefits.
  
  To learn more or sign up, please visit: **************************************************************************************.
  
  If you have any further questions, please let us knowwere happy to help.

  Best,

  *******

   

• Initial Complaint

  Date:03/06/2025

  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.

  This business i promoting false advertisement and trying to make me the consumer pay more than what is advertised. The membership is $59.95 a month and can be applied to a set/item at $59.95 or more. Upon attempting to make a purchase, I saw that 6 of my credits were being used for only for sets. I called customer service and escalated to a manager to get it corrected, but they stated there was some changes as to how much the member credits cover. The manager stated in 08/01/2024 that there was an email or these changes. But when I inspected all those emails, nothing is showing or the change and only the same info on the website. When I asked if it is somewhere else in the terms and conditions, she stated it is not listed on the site. So there is no indication of the change and false advertisement. I requested the credits be applied correctly (per set/outfit of $59.95 or more) and do not use excess 2 member credits (valued at $119.98). The manager declined to assist or to correct the false advertisement. She stated the website does not have that update anywhere.

  Business Response

  Date: 03/12/2025

  Hello *******,

  Thank you for reaching out to us through the BBB.
  
  Email notifications regarding changes to our member credits were sent on July 16, 2024. Your credit, valued at $59.95, can be applied to any order of $59.95 or more and does not expire. However, due to recent updates, we are unable to apply credits as we did previously.
  
  If you have any questions, please dont hesitate to reach out.

  Best,

  *******

• Initial Complaint

  Date:03/04/2025

  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.

  Made first purchase on 2/15 total $96.44. Got the items and they weren't good for me so I contacted them. They said I could return them for credit and buy new items that would be closer to what I need. I said okay and they sent me the return label. I printed the ***** Return Label and then took the item to the ***** Drop box locally on 2/19. On 2/26 I inquired about my return and provided them with their own tracking number which is ************************, she said that they haven't gotten the items and could do nothing for me. They claim they weren't sent. So the same day, On 2/26 I filed a claim with *****: C-181742312. The are investigating but everyone wants more than I have on this. I placed the items in the original packaging, taped it up with the new label and dropped it in the box. Then you generally wait for everyone else to do their job, and yet nobody knows where anything is. So, I provided Savage X Fenty with the claim information and they are saying they still can't do anything. So now the items are returned, somewhere in ***** land, and I still don't have pants.

  Business Response

  Date: 03/11/2025

  Hello ********,

  Thank you for reaching out to us through the BBB. Were sorry to hear about your experience and appreciate the opportunity to make things right.
  
  We have released the funds for your return, which have now been credited to your account and are ready for use. Additionally, we have noted your account to ensure we honor the original sale should any issues arise.
  
  If theres anything else we can assist you with, please dont hesitate to reach out. We appreciate your business and are happy to help.

  Best,

  *******

• Initial Complaint

  Date:02/21/2025

  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 have had a membership with Savage X Fenty for years. It renews annually and allows me to have discounted prices on any purchases I make. The renewal date is usually the third week in January each year. This year, it was January 21. The amount comes automatically out of my account, usually without notice. Today I received an email at 4:04 pm my local time stating that SXF was discontinuing my annual membership. One month into my yearlong contracted service. I contacted the company inquiring about a refund, credit, or other compensation. I was told no. The only option I would have would be to purchase a different membership and pay more money than I have already paid. I received no notice of the membership being terminated, no informed consent of me paying my annual fee (which also went up this year without notice from $39 to $49) and the program would be discontinued one month to the day later. If I had known, I would have chosen not to ********* is this not fraud? I am now trying ro dispute it with my bank. I paid for 12 months. I got ONE, and the company refuses to compensate or refund my fee.

  Business Response

  Date: 02/27/2025

  Hello *****,

  Thank you for reaching out to us through the BBB.
  
  We would like to inform you that our Annual Membership plan has been discontinued. Prior to this change, we sent reminders to all Annual members, notifying them that they would need to transition to our monthly IP membership. If no action was taken, their membership would automatically be downgraded to guest status.
  
  After reviewing our records, we were unable to locate a charge for an annual membership this year. The last recorded payment in our system was for 2024. To assist you further, please provide the date of the transaction along with the transaction ID.
  
  We appreciate your cooperation and look forward to resolving this matter.

  Best,

  *******

  Customer Answer

  Date: 02/27/2025

   
  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:02/21/2025

  Type:Billing 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 visited the savage fenty store located at **************************************************** in the summer of 2023. I do not have an account but the person I was with does, ****** ******. My card was saved under her account without my consent and in October 2024 my card started being charged *****. I was not aware of these fraudulent charges until December 2024. I never authorized any membership charges and in fact, I didn't even have a savage fenty account. I contacted my bank and was refunded ***** for December. When contacting fenty, they at first kept telling me the issue has been escalated but really wasn't. I had to call numerous times for them to finally agree on mailing me a check, because they couldn't not refund the card, which was canceled due to their fraud charges. 4 weeks later any I recieve a FAKE CHECK. It bounced back and my bank advised the account number on the check is not valid. I called fenty and once again no RESOLUTION. PLEASE HELP. They owe me ******.

  Business Response

  Date: 02/28/2025

  Hello ******,

  Thank you for reaching out through the BBB.
  
  Our records indicate that your check was mailed on February 7, 2025. While it remains outstanding, we do not see any attempt to cash it.
  
  Please confirm the bank where you are trying to deposit the check. If you are experiencing difficulties, we recommend attempting to cash it at a *************. If the issue persists, we can issue a replacement check.
  
  Let us know how youd like to proceed.

  Best,

  *******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair 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 to Savage X Fenty for two bras and a pair of *******. Upon receiving the package, I received both of the bras. However instead of the *******, I received a third bra. I contacted the company via the website's chat box and spoke with someone named Jun. They refused to understand the situation and accommodate. They wanted me to send the item they wrongfully shipped back in order for me to receive the item that I paid for. I live on a small college campus and have no car, which makes this particularly inconvenient and distressing. I made it known that I didn't have the means to ship it back, and Jun responded by repeating that he wanted me to ship the item back, entirely disregarding my issue. I requested to escalate the issue, and they ignored that as well. I am also particularly distressed over the fact that due to a subscription that I was unable to skip for the month, I was charged $60 for a member credit, which is the only reason I placed the purchase in the first place. My desired result for this is to be sent the correct item, and if that is not possible, at least get a refund.

  Business Response

  Date: 02/25/2025

  Hello *********,

  Thank you for reaching out through the BBB. Were sorry to hear about your experience.
  
  We will review your interaction and provide appropriate coaching to the agent who assisted you. In the meantime, we have reshipped the item, which you can track under Order ID **********.
  
  Please let us know if you have any questions.

  Best,

  Natasha 

  Customer Answer

  Date: 02/25/2025

   
  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:02/14/2025

  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 underwear through an ad on ******** on 1/31. They were advertised for $8.99 and I heard great things about this brand. However, the ****** is upon purchase they enroll you in an underwear membership for $50-$60 a month. You can cancel, however, it took me about ***** minutes to actually find a place on the website. It seems a bit misleading for consumers. Just charge for the actual underwear instead of causing customers a headache. I could totally picture people not canceling because they can't find the link and continuously getting charged every month. Seemed like a scummy way to do business in my honest opinion. I'm not here for money, I just wanted to notify you. You probably have already gotten multiple complaints.

  Business Response

  Date: 02/20/2025

  Hello *******,

  Thank you for reaching out through the BBB. We appreciate your feedback.
  
  Please note that membership is always optional, and customers can choose to check out as a guest at any time. Additionally, cancellations can be easily processed online by navigating to "Membership" > "Membership Support", where the option to cancel is available. For further assistance, our customer support team is available 24/7 via phone, chat, and social media.
  
  Thank you again for your feedback. Please let us know if there's anything else we can assist you with.

  Best,

  *******