ComplaintsforShinesty, Inc.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed my first order with the company on June 15th since I had seen so many ads for it and wanted to get some underwear for my husband to try. Two days go by and I get an email stating that my order has shipped. Great! 6 days go by and it says my order is in ********. Another 6 days go by and the tracking status tied to my order said that my package was in the US. Wtf?! At this point I had already tried reaching customer service TWICE with no response. My package didnt arrive until July 3rd, which was 20 days after placing my order. And then I get a response from customer service TODAY, two days after my package arrived. Its obnoxious that I got no response from customer service and a bit ridiculous that I had to wait so long for it to finally arrive. Plus the fact that my tracking at times gave me no indication of where in the country it was.

  

  Business response

  07/17/2023

  Hey ****! 

  It looks like you reached out June 23rd and again on the 24th and one of our agents sent over an email with no response. Another inquiry was sent on June 27th and an agent reached out on June 28th with no response. On July 5th, in response to a third email created on July 1st, we requested confirmation of your shipping address with no response. 

  We're always more than happy to assist and ensure our customers receive their orders. Subscription shipments have a different transit time than non subscription orders and can take a little longer as it changes hands with 2 shipping services.

   

  That being said, feel free to reach out anytime and we'll make sure your order is headed in the right direction as well as provide any and all transit details we have available. 

• Initial Complaint

  06/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I initially started the service two years ago. I decided to cancel upon the first pairs arrival. They offered me a lifetime pricing and said it would be forever however, they rescinded that and started charging full price for the subscription, even though they said it would be a lifetime, and it would be forever at x price. Got the issue resolved. Eventually decided to permanently cancel due to poor quality of product. Canceled in February. Today I checked my bank account and what do I see a charge from shinesty. I did not authorize them to restart the subscription! They took it up one themselves to restart the service that is theft! I hope someone can punish them for their actions. Its not the amount that was taken its the action of the company to take it up one themselves to restart a subscription. We got charged for something without our authorization! Also tried to completely remove my account information so this cant happen again. Theyve made that part impossible.

  

  Business response

  06/23/2023

  On Saturday 6/17/23 we reached out to the customer as a result of her emails regarding the issue and provided an in depth description of her account history and the technical issues associated with her subscription and included screenshots of earlier contacts with the customer to communicate these issues in advance to make sure customer was fully aware of the special handling her subscription required. 
  Shinesty has a policy of transparency and customer experience agents dedicated to doing the utmost to please, whenever possible. 
  
  According to contact logs, the subscription was requested to be paused in February, and our agent communicated the timeline of 4 months as our maximum pause period at the time. The disputed order of June 15th was automated as a result of this pause period ending. 
  
  The major cause of the customer issue is that the customer was offered a promotional rate for her subscription in 2021. At the time this offer was available, the price adjustment was able to be input to the subscription information once and bill at that amount in perpetuity until cancelled. This action was performed in 2021, and revisited in 2022 when costs of shipping as a result of inflation drove Shinesty to increase it's monthly subscription price by 1$ a month for all subscribers in order to maintain our operating costs. At that time, Shinesty honored it's original offer to the customer and refreshed the price adjustment, the order billed automatically at the higher rate was price corrected with an expedient refund. 
  In August of 2022, our subscription system was migrated to an upgraded software to provide better service for all customers, most notably expanding on self service offerings like full order customization. 
  This new software however does not have the technological capabilities to place a permanent rolling discounted rate (again, this was fully communicated to the customer.) 
  As long as the customer maintained the subscription the CX team would need to manually correct the price for the customer on a one time basis month to month prior to each order, or retroactively with a refund. These actions were completed consistently by our team. 
  
  Upon customer contact on the most recent order we courtesy refunded that order on the same day, and this product was shipped to the customer, gratis. 
  We're sad to see the customer so upset by these technological changes and have taken steps to accommodate her account needs consistently and throughout.
  
  We have included in the attachments:
  -This most recent email to the customer communicating the steps of the account status, the history of the account, relevant information and resolution, recapping information the customer has previously been informed of for their convenience.
  -The customer's subscription account history that indicates the dates of most recent orders, the amount billed for the orders when they cycled, and highlighting the date of cancellation of this subscription per customer request.
  -The customer's purchase history reflecting refunds and price matches throughout the subscription lifecycle. 
  

  Customer response

  06/29/2023

   
  Complaint: 20199915
  
  I am rejecting this response because:

  there was never any free pair shipped out gratis. If so provide tracking. Its been nearly two weeks since the communication and we havent received anything. Also the increase was not by $1.00 it was an increase of five dollars a pair. They could never get it together enough to be proactive on the issue. Instead Id have to email them once a month and request a refund and then, they would say the price has increased and Id have to go thru the entire thing with them. I can provide numerous screen shots of this occurring. The quality is also horrible. As, numerous other complaints have stated its not due to a washing issue. Out of nearly two years of subscriptions not a single pair of those is around however numerous pair of other brand worn more frequently then their brands have not developed any holes. In fact their underwear would last at most a month before developing holes.  Overall dissatisfied. I can provide screen shots just as well as they can to prove this. They also wanted to charge full price for the last pair instead of the agreed upon pricing. I had to go back and forth on that and tell them to refund the money. They would not finally after about asking five times the agreed and said theyd ship the pair and we could keep it under their love or it is free guarantee. The pair never came in. So all in all it just represents their company and the way they do business. 
  

  

  Business response

  08/03/2023

  Upon a detailed investigation of the customer's correspondance, the customer reached out on February 23d, 2023 requesting we "pause" the subscription account and not "cancel" the subscription. As stated in our terms and conditions on our website, upon a cancellation the customer will receive a confirmation email. The agent confirmed the subscription service had been paused for 4 months upon their request.This interaction can be seen in the screenshot provided. Due to the way our system is set up, Shinesty is unable to start a subscription on behalf of a customer. In addition, we communicated to the customer we were more than happy to adjust their recurring subscription price to the promotional price mentioned in the email. 

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I stared an underwear subscription in May 2023 got my first pack shipping was slow and had to email several times to get a tracking number which I let slide because my husband loved the underwear. Round 2 in June they claimed they couldnt charge my card so I checked the bank and indeed was charged emailed the company with proof I was charged got no response. Emailed again several days later about when is my order shipping it was processing at this point for a week got no response. Emailed again asking about shipping and told them I was going to cancel my subscription still got no response. Today 06/15 I have cancelled my subscription and still havent heard anything from these people after sever email attempts I dont have my underwear and they have my money. They **** very poor communication and very slow poor product tracking. Now that I have cancelled my subscription I cannot leave any product reviews or company reviews which in my opinion isnt right people need to know what horrible customer service ********************** has and they dont back there products or the customers.

  

  Business response

  06/19/2023

  We received emails from this customer and responded to each on 5/5/23, 6/8/23, 6/16/23 and 6/17/23, and attempted to call the customer on 6/19/23 to attempt to resolve her issues. 
  
  Our CX team has provided tracking information and assistance in response to each inquiry. None of these have been acknowledged by the customer via email and requests for confirmation of address to attempt to correct any errors that *** exist have also gone unanswered. It seems like the customer is filtering all our correspondence and not receiving responses that they have solicited. 
  On 6/19, we attempted to reach the customer by phone, but these attempts were blocked and sent straight to voicemail. 
  
  We also investigated the customer's complaint that her order was not shipped for June 1st and was able to determine that her order failed with an insufficient funds error, but this seems to have been resolved when our automated system made another billing attempt on June 4th when this order was shipped. 
  
  We would be happy to get in touch with the customer and resolve the issues of any orders she has not received for refund as requested but attempts to reach her for resolution have been blocked from the customer's side. 
  Attached: Please see contact histories. 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been unable to find a way to cancel this subscription. The area of the website under account details where you click "Quit Plan" - no matter what reason I select or what else I do, the "Continue" button is grayed out and won't let me hit continue. No one answers the phone.I don't get notice of shipments. I can't return for a refund. This is the worst subscription service I've tried.

  

  Business response

  06/06/2023

  Thank you for bringing this issue to our attention. 
  On review, I am delighted to report that Shinesty customer service was happy to assist the customer with completing her subscription cancellation and refunding the last order as soon as we heard about the issue and prior to our notification of the dispute. 
  Please see attached screenshots including a view of our dated contact requests from the customer for 6/5/23, a view of the customer's subscription information including the time-stamped subscription cancellation in the log, information about the timely processing of the customer's requested refund, in addition to a preview of the bug report created about the customer's issue with her cancellation. 
  
  Suffice to say, this is not the planned experience we aim to provide to our subscribers and have responded with swift action to get it corrected as quickly as possible for this customer! 
  As always, we advise anyone having difficulty with any features of their subscription, orders, or account to get in touch with Shinesty Support via email at ******************************************* This contact method provides as little hassle to the customer as possible, and typically we respond to all emails within 48 hours on most days!

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I did not order anything from them and I contacted them within minutes of receiving an email. They said that they cannot cancel the order even though it hasn't shipped. I don't want their product and I want a refund of all expenses. I should not have to pay for something I don't want

  Customer response

  05/11/2023

  This complaint has been resolved, they responded and issued a refund. Thank you 
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was shipped an order with no notice that it was going to charge me or ship, that is still unopened. Not allowed to return it because I was out of state and missed their time frame. It is still unopened and so I am trying to cancel my account so it doesn't happen again and the button to cancel will not light up after I fill everything out. It won't let me cancel. I want a refund and my account cancelled

  

  Business response

  04/14/2023

  This customer previously posted a callout for assistance on this issue via a BBB comment and we handled this resolution for the customer on 4/7/23 including a courtesy refund, and a cancellation of her subscription with a confirmation email of this sent on 4/7/23 (see attachment) prior to this dispute being filed on 4/11. The customer would not have been able to cancel her subscription on 4/11 as it was already cancelled by shinesty customer service upon request on 4/7. 
  
  We request the resolution of this dispute at earliest convenience. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of original transaction December 2022. I alerted the company to cancel within 2 days of ordering. I was advised to simply return. I refused delivery but the package was still delivered january 2023. I didn't receive the package and alerted both **** and Shinesty. **** advised to contact the company because they delivered it. Since I didn't receive the package i requested a refund and that was 3 weeks ago. I haven't heard back from Shinesty nor do i have a product.

  

  Business response

  03/10/2023

  We have responded to this customer request and processed a courtesy refund for this order. 
  Please see attached email. 

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Returned 2 items to the company because of size issues and they were received on their end on 1/30/23. Finally got an email yesterday after countless times trying to contact them saying I was refunded for said items. Checked my bank account and I have not been refunded the $450.00. Continued to try and contact the company to no avail.

  

  Business response

  02/17/2023

  This return was processed by our ******************* with a refund authorized at 1:13 AM on 2/17/23. 
  
  Attached is the return "receipt" that lists the date this amount was refunded, the amount and the card it will be refunded to. 
  
  We advise our customers that it may take up to 3-5 business days for the card issuer to process the refund and make the balance available. 
  Third party payment services like Shoppay, affirm/etc. may add to this timeline but the funds have been issued from Shinesty's end. 

  Customer response

  02/18/2023

   
  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

  01/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I ordered a dress from Shinesty in early December that didn't fit so I returned the dress. SHINESTY received said return on Dec 24, 2022. The price paid was $49.99 plus $5.24 in taxes. As of Jan. 22, 2022 I have not received a refund for this return even tho their initial email said that a refund would be processed in one to two weeks. When I inquired about said refund last week, I was told by their customer service email that refunds were "behind" due to the holidays and they could give no timeframe as to when to expect a refund. I think that a month from receipt of a return item is plenty of time to process a refund of a single item. I want my money back and then I am done with Shinesty.

  

  Business response

  01/23/2023

  This return was expedited and processed on 1/22/23. The customer should receive their funds within 3-5 business days or as quickly as their payment method allows. 
  
  Please see attached email thread. 

• Initial Complaint

  01/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have never received this order Order #*******. I dont know what happened to the package and I even updated my address because I moved but it never came. They use *** innvovations which works with the postal office. I should have received my package because I updated my new address with ***** It was billed on Jan 6 and I still have yet to receive. I emailed them and they were rude and lacked compassion said I had to purchase another one. I said I wanted to cancel my monthly subscription if I didnt receive another pair and they havent answered. Its unfortunate I liked their clothes but I dont like there customer service. Its not fair the package was lost and I didnt receive it and they dont care.

  

  Business response

  01/23/2023

  This issue has been resolved by our customer service team as of later in the day on 1/19/23. 
  See attachment. 

  Customer response

  01/24/2023

   
  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,
  
  *************************************

*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. ↩