ComplaintsforGymshark Inc

• Initial Complaint

  07/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On July 3 2024 I saw that Gymshark was having a sale and I have ordered from them in the past and enjoyed the product so I decided to support the sale and place an order. I picked out my products and noticed that the size chart had changed from past items I had purchased, I had always ordered size small for my waist size however the company was now recommending an size XS for my waist size so I followed the recommendations and ordered XS to avoid having the wrong size as the website stated sale items were non-refundable. When I received my items one pair of leggings fit perfectly as advertised however 2 pairs of a different style are significantly smaller than the other style causing them to be unwearable, this size difference is not stated on their website and they advise the same sizing for all their styles had I known the pants would run a whole size smaller I could have sized up to accommodate for that, I contacted the company and was told that even though they still have these same leggings (gs power) in stock I can not size exchange because they were purchased inside of a sale. I dont feel the company was transparent about the size difference and I believe I should be honored a size exchange as I purchased what the company recommended and it was not the correct size in that style due to the size difference being so drastic I dont believe it is fair that I am now stuck with unwearable product at no fault of my own. They need to be honest on the website that the leggings in question run smaller so that their customers can order the correct size and now due to the sale they will not honor an exchange which I believe is not good customer standards as I followed their recommendation for the size I ordered and expected them to fit the same as the other products ordered in the same size. I have included a picture to show the size difference of the product as well as an explanation of the picture which had previously been emailed to the companies CEO .

• Initial Complaint

  07/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I order from GYMSHARK for the first time to see their product, I saw there was a delay due to their discount offering on the website. I have no problem with the delay as stated, I ordered ****** worth of the clothing and look forward to it, their website indicated that I won't be charged until they shipped it. I saw the pending on my credit card, which is fine, as pending does not cause any issue with reporting to credit card if there are anything, since the date start when it get posted. I order on June 28, and today is July 3, 2024, order still in progress and nothing has been packaged or ship out yet, I check my Credit Card and its showing my payment of ****** was posted. How do you take someone money before even shipping out the products? ************* Under Armor, and other places I shopped, don't post the payment until the order is shipped. I contacted the help desk, that was a horrible experiences as well, took forever for someone to reply, then get ignored. Just done with my first experience with this place, logistic is horrible, customer service is horrible, I don't know about the clothing, because I got charged before it even ship out!

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Hello I placed an order with gymshark on Match 19 2024 and I have no received my package. I have been in contact with gymshark or months since then providing whatever information they have asked for. They said they are unable to start any sort of investigation for my case because I has exceed 7 days but I first contacted gymshark on March 23. 2024 and also provided a screenshot of my conversation which states I would receive an e gift card. Once I sent that picture confirming I would receive an e gift card, gymshark Keeps trying to back out of what they promised

• Initial Complaint

  03/22/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I purchased an item that ended up being too small. I requested an exchange for a bigger size. When I brought it to Ulta so they can process an exchange, I received an email that the item is being returned instead of exchanged even though the item is in stock. I reached out to their online customer service and was informed they are not able to do anything and offered me free shipping. This is unacceptable. I purchased the item on sale. Had I know they were not exchanging it I would have kept the item. What is free shipping going to do for me? I always purchase enough items to receive free shipping. I want them to honor the sale price, or send me my item back so I can do a proper exchange. I truly hate Gymsharks lack of proper customer service.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased oversized hoodies for Christmas at the end of November and started to finally get a chance to wear them the last few weeks. These are decently expensive hoodies that come with very specific laundry instructions to follow. I followed the instructions on washing them but after only a handful of uses the color on the hoodies all completely faded, the bottoms of the hoodies started to deteriorate and the hoodies themselves got very stiff and hard to wear. I am not sure if it is due to the material it is made out of or what the case, but they are to the point where I can't really even wear them. I like Gymshark clothing normally and I still wanted to have the items so I reached out to the customer service team and brought up these issues. I talked to multiple people over the course of a week sending them photos and videos, along with my order information. They said there is no way to tell who is at fault between the company manufacturing and me. They said if it deteriorates more to reach back out. Which seems a little ridiculous. Like I wasn't even asking for a refund I was asking for an explanation on how this might have happened or even help with replacements or maybe a discount on new items. I still want to give them business and their customer care response is that even though you only wore it a few times, this is probably your fault so we aren't going to do anything about it. I would think a very successful company selling overpriced clothes could provide a little better customer service than just saying this isn't our fault, when the items were just bought recently.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered during their Black Friday sale and received a damaged mini gym bag. I requested for an exchange through their return portal. When I dropped off the return, I received an email saying I was refunded instead of having a new bag sent to me. I contacted gym shark asking if they would send me the bag for the original sale price I paid and they REFUSED. Ridiculous customer service.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered in the app on Nov 21 2023. I contacted them after 2 weeks that I still didnt receive the items. After a month I received the items and returned it last January 18 ****. I received an email that my return has been approved and Im getting back $456.87 out of $545.20 since I didnt return everything. I reach out to them January 26 to ask about the refund because on their website it is only 5 business day for the refund. They playing games now. They dont want to refund the money and kept me running around. I provided all the proof and the return receipt and still no refund. I want my money back

• Initial Complaint

  12/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 11/17 I purchased items directly from GymSharks website in the amount of $88.40. After not receiving the package I contacted GymShark directly to find out the delivery company they use wouldnt be able to deliver to my address as I live on a military base. No one from the delivery company or GymShark contacted me about this, I had to find out on my own. Then I reached out to GymShark to assist me with delivery or to offer a resolution such as a refund or replacement order but they offered no solutions and told me my only course of action would be to handle it myself and that they had no way to contact the delivery company they use yet they expected me to be able to. I even spoke with a customer service supervisor and no resolution or support was offered. I am extremely dissatisfied and would like a refund for the items I paid for and will never receive.

  Customer response

  12/21/2023

  Emailed company to inform them I filed a complaint with BBB and they offered a refund. Received full refund on bank statement posted 12/20/23. 

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Gymshark had an hours giveaway giveaway event back in Oct26 2023. Original text: "Gymshark: 1 HOUR ONLY: We're dropping thousands of $10 to $1,000 gift cards for free from 12:00pm-1:00pm MST."I entered, no info is it going to be an E-giftcard or actual card, to avoid the minimum shipping fee, I actually purchased valued $36.47 total amount (keep in mind app was slow, there weren't room for me to change order or check the shipping fee all that, once in queue i can't afford loose my spot). I got shirt without card weeks later. Thought Gymshark wants to give out after the Black Friday so I been waiting. Asked them what's going on recently, below are the conversations:-Hi *******Could you please confirm the following: Full Name Total Order Value Full shipping address with postal code -********************* $36.47 *********************************************************** Thank you for providing ** with the additional details we needed, Wanwan.??-We're sorry to hear that part of your order is missing. No worries, our systems team are investigating and making efforts to ship the remaining items from a different warehouse.If that's not possible, you'll be refunded for the value of the item. Please keep an eye on your emails for any order updates.If there's anything else we can help you with, please drop us a message on this thread.??-mmm hello it's the giveaway gift card for free that event.. it was free..the $36.47 was another item I brought with it, please check my order details before reply -Thanks for getting back to us.We're so sorry to inform you that, despite your entry in the giveaway, you were not chosen as a winner of one of the gift cards. We appreciate your participation and hope you'll have better luck in our future giveaways.If there's anything else we can help you with, please message us in this thread. ??End. There weren't any information that this was going to be a raffle thing. Plus I didn't inform whether I win or not after&unnecessary purchase. Feeling they forgot+scam

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a black barrel bag from GymShark ( Order #US16309730) for $31.14. The bag was delivered November 30th. The item is a Christmas gift so immediately upon receipt I hide it away from site. It was not until today 12/11, that I opened it to see a womens blouse instead of the barrel bag. When I contacted Gymshark they advised they have a policy where they must be notified of an incorrect item within 7 days. This would have been Thursday 12/8. While I understand policies, they sent the wrong item and told me via email that I could repurchase if I wanted but nothing they can do. I am floored as to how they can take my money, send me an incorrect item, and give me no options except, our policy. Their return policy is into January but from what I gathered from the email they sent isnt even an option. I dont understand how a policy where they screwed up is my fault nor would they offer for me to send what they sent me back to at least get a refund for what they were supposed to send me. I do not plan to do business with this company again and just want my money back.

  Customer response

  12/12/2023

  Gymshark reached out separately yesterday with a resolution that is amenable to me receiving the originally ordered item. As they have been proactive and altered their stance, this complaint is no longer necessary. 
  
  
  

*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. ↩