ComplaintsforShinesty, Inc.

• 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,
  
  *************************************

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered products in November. Shinesty confirmed return details on December 9th. I STILL have not received over $800 in funds. They are holding customer funds that should be promptly returned to credit cards.

  

  Business response

  01/21/2023

  Customer ordered several womens holiday suits in sizes 8, 10, 12 and 14 in two seperate orders. 
  Order 3852266 purchased on November 30th in the amount of $613.71. 
  Order ******* purchased on December 3rd in the amount of $304.24. 
  
  On december 9th, the customer initiated a return for both orders. The information provided with our return process cautions customers that separate orders must be returned in separate packages and shipped with their respective prepaid shipping labels. All return shipping is post paid, to make sure that the customer will not incur any out of pocket costs for their returns to ship in separate packages. 
  
  On January 15th, our returns team audited the large return and processed the box of items that was returned within process and policy and the customers refund was issued for order 3852266 at that time. 
  The return items from order ******* being added on their own in the box being outside of policy and protocol delayed the return process as our team had to locate these items in our warehouse for individual processing. 
  This final return was processed on January 15th. 
  At this time, the customer's eligible refunds have been processed. 
  
  
  
  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased items for Christmas presents and they will not allow me to return them when they did not work out for the family members.

  

  Business response

  01/27/2023

  The posted return policy is a 30 day return window and our self service return system is set up with these "rules" by default. (See posted return policy screenshot). 
  As a result of customer contact our customer service department received, we assisted this customer with setting up her return on 12/22 as a holiday season accommodation (see screenshot AmyBBB1). 
  On January 24th, a refund was issued for this return as requested. Please see screenshot.  
  
  We consider this matter resolved by our customer service team independent of ******************** status. 

• Initial Complaint

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started a subscription. Within 2 months of a subscription an order went missing by mail and I ca called my subscription due to non delivery and refusal to replace. After several weeks I was finally granted a replacment and I conceded to turn the subscription back on. Sadly the replacment was also never sent and the first month I returned to the subscription I was double charged. They have turned off answering the phone so you can no longer reach a live person and when I emailed customer service demanding to know why I was double charged the only response I received was ***** turn that second subscription off for you no explanation and no refund for my unauthorized addition. This company is a scam. So now I have 3 ordered in queue, only 2 of which were authorized, none of which *** received.

  

  Business response

  01/27/2023

  **************** has been in contact with this customer since 11/02 attempting to resolve these shipping and billing issues. 
  
  Our customer service phone line is manned by physical agents during business hours in real time, and when we have more calls than we have agents on staff, additional calls go to voicemail for customers to leave a message for assistance or to direct them to the customer service email. Unfortunately the holiday season is our busiest time of year and we apologize for any delays in response while we've got all hands on deck. 
  
  On 1/27 one of our senior agents took a full audit of all contact history and reached out to the customer with a full summary of their past issues for confirmation as well as uncovered and resolved the source of the billing issue with a refund for the additional pairs of underwear that were shipped as a result of the issue. 
  
  This email is included in the provided screenshot. 
  
  At this time, we consider these reported issues resolved. The customer is welcome to respond to this agent with any further issues. 
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Nov 19th, I ordered a suit jacket and suit pants from Shinesty. Both items were in my cart. I placed the order but only the jacket was ordered. I went to place another order for just the pants but they were out of stock. I immediately emailed shinesty and let then know what happened, they emailed me the next day and stated: "Our distribution center is working around the clock to get packages out on time. We're very sorry we couldn't catch this order.If the order on the way wont work, we have Free US Returns/Exchanges. All you have to do is click, "start return" and follow the cyber yellow brick road!"Well, the order arrived, I went to return it says ineligible for return, final sale. However, it wasn't my error that only 1/2 a suit came, the entire suit was in my cart, but then the pants disappeared due to stock issues apparently. Please allow me to return this suit jacket for a full refund. Please provide me with a prepaid paid shipping label for the return. Thankyou!

  

  Business response

  01/27/2023

  
  The customer purchased a low in stock /clearance suit with limited quantities and when the order was finalized one of the two pieces was no longer available for purchase and the order processed with only one of the two desired items. 
  
  Due to fulfillment automations, once an order is placed, it cannot be cancelled or changed. Customer was advised of this and provided information to return to order once it was received. 
  
  Our policy allows for returns within 30 days and should also allow returns for anything marked "final sale items". 
  
  The return was not created by the customer and customer does not appear to have reached out for additional return assistance under the contact information provided in the complaint. 
  
  As of 1/22/23, a paypal billing dispute (chargeback) was filed and this transaction is now in a locked status. 
  We reached out to the customer on 1/27 for a touch base and status report to see if this can still be resolved. 

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This year I purchased 7 pairs of the men's underwear for my husband and we had a couples subscription which we received twice. Out of the 9 pairs he owns, 5 have holes in them already at only 6 months. I offered to send pictures. I contacted customer service to ask if this is a typical issue they see. They asked how I wash and care for them. Based on their response I am not doing anything I shouldn't be in the care. **************** came back and said they gave me a coupon code for $60. While I appreciate their effort to correct this issue it is not a reasonable correction. Five pairs at $26.99, is nothing short of $135.00 with tax as they aren't cheap.I advised Shinesty that even though we are very disappointed in the quality, we like the prints and would continue to do business of they could make this right which they haven't done.

  

  Business response

  11/06/2022

  On Sunday 11/06/22, Shinesty's agent responded to the customer's complaint and amended the offer of replacement credited to an adjusted $90. 
  
  Our resolutions team has made a thorough investigation of the customer's order history and complaints and believe this to be a very fair customer accommodation. 
  
  Attached are screenshots of the order history that indicates that these reported pairs of underwear were purchased and worn 7 and 8 months ago respectively with these order time stamps, one of which was previously refunded on an unrelated customer contact. 
  
  Industry norms do not typically cover a lifetime unlimited warranty on underwear products. Typically, we require a customer to inform us of any defective merchandise within a reasonable ****** of time. We find these products to fall well outside of a 90 day grace ****** that is our internal policy. 
  
  

  Customer response

  11/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered product and paid for product I never received. The website malfunctioned or something and the product was sent to the wrong address. I called Shinesty and they said sorry we will look into it but dont give returns for wrong address. I explained the malfunction on the website and in fact the website continues to say I never ordered the items. I notified the post office as they stated my items were delivered. I stayed where and they stated not to your address but we cant say where. So I will not get the items I paid for:(

  

  Business response

  08/26/2022

  Shinesty was first informed of the order issue on 8/19/22.
  We have attempted to reach out to this customer to confirm her correct shipping address and resolve this issue on Monday 8/22 by email, by phone on Tuesday 8/23 with a voicemail urging the customer to return our call or respond to our email. 
  
  We attempted to also reach out on Friday 8/26 by phone. 
  
  If ****************** contacts us, we stated our pleasure to reship the items to her. 

  Customer response

  08/26/2022

   
  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

  07/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ive done the monthly subscription from this company for a while now and upon the most recent shipment becoming lost in the mail I requested a refund. I specifically requested a refund because I will be moving, and due to this I also know that I had cancelled my subscription after the last one was paid for. No matter the reason of requesting a refund instead of a replacement, I shouldnt have to explain myself. I requested something and it has been ignored. This company has now lost my business for good so I definitely do not want a f***** replacement and for the unpteenth time I want a f***** refund. They also need to stop calling and emailing me, and just issue the f***** ***** refund. Theyve also charged my old/lost debit card three times for the new shipment this month after I have both cancelled my subscription and requested a refund for the last one.

  

  Business response

  07/14/2022

  Hello,

  You were charged $18.46 so sorry for any confusion on price and that has been refunded to you as of 7/14/22.

  Those funds will return to your account in 3-5 business days and your account has been canceled for future shipments.

   

• Initial Complaint

  07/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the subscription service to receive one pair of underwear per month, basic style. Two months ago I received a style that I wasn't wild about, so I requested a return. The order# was ******* for $18.26. I received an email stating that they had received my return and would be crediting my account in 1-2 weeks. This never happened. The next month I received *another* shipment that I wasn't wild about and was billed for another $18.26 (order# *******). I went to the web site to cancel my subscription, but was prompted that the only way to cancel is to call customer service. And of course...the customer service number doesn't go through. I really do like the product that they sell, but customer service and responsiveness is just horrible. I need Shinesty to make this right, or they will lose me as a customer forever.

  

  Business response

  07/12/2022

  Hey there, 

  
  So sorry to hear about this experience, def not what we want!

   

  We've issued you a refund for your last two orders which will hit your account in 3-5 business days.

  
  We're also making sure we have our phone lines checked!

  I also added 2 free months shipments to your account. You won't see it but you will not be charged for your next 2 shipments - they are on the house. 

  Please let us know if there is anything else we can do to help.
  
  

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tracking Number ****************** *********** **************** Expedited Shipment Weight ****** LBS Package ID ******* Package Identification Code ******************** Package Sequence Number ****************** Shipped / Billed On 01/13/2022 Show quoted never came trying to rob me

  

  Business response

  04/11/2022

  Hey *****,

  
  It looks like you have been fully refunded from our records. We apologize if our response was missed. 

  
  You also started a case with Paypal and won it for the order you are claiming you need a refund for. 

  Please let us know if you have any questions.
  
  Shinesty Support

*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. ↩