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Complaint Details
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Initial Complaint
05/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Recurring underwear subscription cancelled and they are still charging my card and sending me underwear.January 21 2024 order #******* $71.96 I received this order on date above and was given a refund through a gift cart but I was only given $*****. Upon further inspection I believe their error is that they refunded me for the wrong order, an order I kept. The total for that order was $***** which contained only 2 underwear. The order I returned containted 4 underwear in the package totaling $71.96. I will provide proof in attached documents. I turned off my underwear subscription right after the order above and now, 3-4 months later theyve been charging me again, I was going to return the package but I dont want them refunding me the wrong amount again. I went to their instagram account and reached out to them and never got a response. There was a customer in one of their posts stating that they have had the exact same issue, ********* charging them and sending them underwear even after they have cancelled their subscription. The resolution: I want to be credited on my shinesty account the difference between $78.60 -$ ***** for the order that i returned #******* For the other two recent orders,April 10, 2024 Order #******** $78.60 May 10, 2024 order # ******* $78.60 $157.2. total I would like to be refunded to the card on file.The image attached are of the underwear order I was refunded $***** for which was incorrect order. That order (#*******-1) is the order that I kept and the underwear is in the images to prove it. I was owed $78.60 In the image is also the other two packages I have not opened and can return for the refund to the card on file.
Business response
05/29/2024
The customer reached out on November 17th, 2023 in regards to a return and exchange inquiry for the order mentioned above. The order was a partial return for store credit and the remaining 2 pairs of the order to be exchanged. The customer did not request their subscription service be cancelled as seen in the screenshots provided.
The customer received their credit via email on January 8th, 2024 in the total amount of $39.30 and their exchange order for the remaining 2 pairs was successfully fulfilled,shipped and marked as delivered to the shipping address they provided in their account.
We have confirmed their subscription service is no longer active as of May 22nd, 2024. Again, reemphasizing there was no outreach or request from the customer to cancel their subscription service prior to this review.
As mentioned in our Terms and Conditions listed on our site, customers are responsible for the activity status or their account.
Initial Complaint
04/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for Shinesty as a gift. After a few months the subscription was repetitive and boring. I wanted to cancel the subscription, as the website claims you can do anytime. I have tried countless times for longer than a year to cancel. There is no phone number and I have texted with a person/bot and they told me that I used the wrong email. I did not. I have tried all email addresses and all combinations. My account says I have no subscription to cancel and no orders, and yet I am billed every month $18. I would like my money refunded and these charges stopped. I do not want their product and I do not want to give them another dime. I see they have 2 addresses listed here on the BBB--big red flag. Dishonest company that should be avoided at all costs.Business response
04/18/2024
The customer first submitted an inquiry in October 2022 requesting assistance with their login information and the agent responded within ********************************************************************************* the copy of the email the agent also confirmed the exact email address to ensure that should the customer have multiple email addresses this would reduce any confusion.
The agent also provided the customer with a link to our *********** with an article to manage their account including updating their shipping, billing, payment and subscription status with the option to cancel.
The second service ticket was created in February of 2024, with no additional support requested between the first ticket created in 2022 to the most recent. The customer submitted the second request under a different name and email address than what was associated with their subscription account.
We then requested the customer send additional information to locate the account as the name, user profile image and email address associated with this service ticket were not listed on the subscription account.
The customer then provided us with 2 different names the account could potentially be under, a different shipping address, 2 phone numbers and 4 email addresses. None of which were associated with the subscription account.
Again, the customer's account information including their correct email address, were provided to them in the service ticket created in 2022. We have live chat, contact form, social media and email support available to our customers with listed business hours on our website.
As mentioned in our Terms and Conditions listed on our website as well as their initial welcome email upon starting a subscription, it is the customer's responsibility to manage their subscription preferences and information including up to date contact information, billing, shipping, payment and subscription status.
The customer's subscription service has been cancelled moving forward.
In addition, the 2 addresses listed on our business profile are in good standing and functional locations for employees.
Initial Complaint
12/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
No phone number for customer service. It is a chat.Can not get their return site to work. Just wanted the address to exchange and every time you chat with ***** for the address she sends you off to a site where you have to pay assistance by giving your credit card information.Business response
01/05/2024
We're more than happy to help!
We have live chat available on our website as well as a contact form and email for additional support at ****************************************** as listed on our website. We also offer free domestic returns & exchanges so it sounds like a bit of a mixup in return portals from another site.
No worries at all, we went ahead and grabbed you a refund for that pair so there's no need to send anything back and you can place a new order. Feel free to give us a shout if you have any questions or need further assistance and we'll make sure you're squared away in no time at all.
Initial Complaint
12/12/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
After I cancelled a subscription. The business continued to charge my credit cardBusiness response
12/22/2023
After an in depth review of both the customer's account (including activity log) and email thread dating back to 2021, the customer openly acknowledged an active subscription on February 2nd 2023, via email after requesting a specific print that is a part of their subscription service and account.
On August 25th, 2023, customer experience confirmed an active pre - paid annual subscription with no request from the customer for cancellation. On August 28th, 2023, customer experience provided the customer with an itemized breakdown of their order including price and subscription activity.
The customer's subscription service has since been cancelled and they have been refunded accordingly.
Initial Complaint
11/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to the Shinesty site ONCE, did not purchase anything, did not register, did not consent to being contacted by then, but shortly after my browsing they did contact me via email to try to get my business. This is inappropriate and I didn't want to get emails from this business. If I did, I would have signed up for them.Business response
12/04/2023
We wanted to share a little bit about how we came to have your email address. It's all thanks to our wonderful partner network of websites. These websites have "opt-in forms." When you provide your information through this form, they let you know that your details might be shared with their partners - and that includes us! They're all about making connections happen.
Please know that we take your privacy very seriously. If you ever have any questions or simply want to opt out of our email communications, just let us know. You can also unsubscribe from our emails using the unsubscribe link located at the bottom of every marketing email.
Customer response
12/04/2023
Complaint: 20916253
I am rejecting this response because: so who gave you my information then? I never received an email from your company until I browsed your site, I do not feel that my privacy was protected because I never gave your company explicit consent to contact me. It's of no concern, I'll never do business with Shinesty because of this corporate behavior.
Sincerely,
*****************************Business response
01/05/2024
We have provided the customer with the available information in regards to their inquiry and do not have any more information to contribute for both company internal policy and cyber safety.Initial Complaint
11/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They put me on a subscription that I didn't ask for and they are charging me almost 18 a month. I went to unsubscribe and there was no where to do itBusiness response
11/17/2023
After doing an in depth review of the customer's account, their first attempted contact was on November 8th. The customer inquired as to how to cancel their subscription service and were sent step by step instructions on how to do so.
An agent then followed up the same day, November 8th, to confirm if they would like additional support. There was no response from the customer indicating they required additional assistance.
Our company is unable to start a subscription on behalf of customers. As listed on our website, customers will have the option to either select a product for one time purchase or start a subscription. The customer elected to take advantage of a subscription promotion using a discount code as reflected in their order history. The discount code also clearly states that it is directly affiliated with our subscription service.
This information is also communicated at checkout as well as their order confirmation email. As listed on our website in the Terms & Conditions, subscribers can contact us via email or chat for additional account support including subscription cancellation.
Our support team also provided the customer with detailed screenshots of their account including the acknowledgement and agreement to start a subscription. The subscription was successfully cancelled and confirmed as cancelled.
Initial Complaint
10/02/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered two pair of underwear from Shinesty, INC. with an estimated delivery of 9/19/23. *** last scanned the item on 9/15/23 and has not been scanned since indicating the package was lost in transit, however, their automatic tracking system continues to change daily. It has been 17 days since the package was last scanned/officially tracked and I contacted Shinesty, *** several times requesting a refund or replacement and they have been uncooperative stating the "tracking" says it's "coming today". It has been saying that since 9/19/23. This was a birthday present and I am very disappointed in the lack of customer service. I either want a replacement or refund.Business response
10/04/2023
This customer reached out to our team on 10/2/23 in regards to an order that was in transit. Our team informed the customer the package hit a small delay per the shipping carrier and is showing to be delivered on 10/3/23. For the inconvenience we offered a full shipping charge refund on 10/2/23 however a charge back was opened, and we were unable to process this refund. Per the tracking confirmation with the carrier this order was marked as delivered on 10/3/23. Since the shipping carrier is a separate company we are unable to view any additional information as to why an order hit a delay. With that being said, we are happy to help in the event an order has been lost in transit.Initial Complaint
08/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I cancelled an order and Shinesty sent it out anyways. When I refused the order, they charged me for it anyways and refused to speak to me or verify that the items were returned to them. They are charging me for items I never received and refuse to either refund my money or send me the merchandise. They are a fraudulent company that will not refund a customers money when they clearly have received proof that the items were not received!Business response
09/15/2023
The customer reached out in regards to an order that was shipped to the address provided by the customer in their recurring subscription account and marked as successfully delivered by the postal service.
Per our terms and conditions stated on the website, subscription cancellations must be done via email, chat or through our website. For orders that are being returned, they must be submitted through the Returns and Exchanges portal provided on our website for our Distribution Center.
Our team informed the customer of our policies multiple times encouraging them to get in touch with the shipping carrier as there is no proof the item was shipped back to us.
In addition, the customer began a chargeback via their banking provider that resulted in our favor. We informed the customer that due to the active chargeback we were unable to authorize any further actions.
We have provided a courtesy refund to the customer now that the chargeback has reached a conclusion and is actionable.
Initial Complaint
08/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have attempted to cancel the subscription multiple times yet your website will not let me. I had gone and followed your help by clicking manage account, clicking account details and your website states my subscription plan information will be there. However when I got to account details all that was there was my email. I have been unable to find my subscription plan anywhere even though you, Shinesty, had charged my debit card 18.47$ on 7/31 2023. You had sent me underwear I had not ordered yet clearly I can not find my subscription anywhere and had taken money out of my account unwarranted. I have sent an email and can not find a contact number. I want my subscription plan cancelled. And would like notification when it has been done or whether or not my emails and complaints have been received. I feel very slighted by this company and upset that I have to go through this much trouble to get a response.Business response
08/24/2023
We received a request of cancellation from this customer on 08/09/2023. Since the subscription was started under a different email than the one used to make this outreach, we were unable to locate their account and requested more information to find this account on that same day 08/09/2023.
From there, the customer sent the request information and we were able to locate that account and send a confirmation of subscription cancellation on 08/09/2023. Attached are time stamps displaying when this monthly subscription was successfully cancelled.
Initial Complaint
07/19/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
As per the terms and conditions when purchasing these underwear it was stated that there were a possibility of duplicates. I ordered 10 underwear and accepted that there might be duplicates but I did not expect to receive all of them the same exact pair. I reached out to costumer service as soon as they arrived and did not get their decision on how they were going to handle the matter. They offered 30% off my next perchase and to refund my taxes and that they will not exchange them because their terms and conditions states no exchanges. This 30% off is less of a discount then they offer to anyone who makes a purchase of 9 underwear or more. When purchasing 9 or more you get 33% off. The purchase was made on July 8 Delivered on July 14 I got their official response July 19Business response
07/20/2023
On 7/8 the customer placed an order for 10 pairs of "mystery boxers" for International Economy DDP shipping to ******. These items are disclosed at time of purchase to include the possibility of duplicates due to the nature of the product in inventory.
Customer unfortunately received ten identical pairs of mystery boxers. Customer reached out to CX on Saturday 7/15 reporting the issue. Customer was advised that his case would need to be escalated for proper handling and was updated that we would provide a resolution on Monday.
On Monday 7/17, Shinesty issued a courtesy refund on the customer's international DDP shipping in the amount of *****, and an email was sent confirming that the refund had been completed and the customer would see his funds returned to him in 3-5 business days.
On 7/18 the customer contacted ********************** CX again, and as his original pairs were not able to be returned to exchanged (international shipping notwithstanding) our agent offered an accomodation to allow the customer to purchase new pairs in lieu of replacement at a 30% discount, and his international shipping and duties on a follow up order refunded. On a similar order, of pairs the customer has the choice of selecting by preference, that would be approximately $84 off of retail price, and a shipping cost of approx $74 Shinesty has offered to refund additionally towards a replacement order.
We have provided screenshots in the attachments of our response including the information for the previously sent refund, as well as the written accomodation offers.
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39 total complaints in the last 3 years.
11 complaints closed in the last 12 months.