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:04/21/2025

  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 subscribed to hot shapers in February this year. It came with a workout vest and a sweat gel to apply to the skin under the vest for more effective sweat during a workout. When I applied the gel, it was fine until I started to itch. So, I took it off and I had a rash on my stomach and waist and back area. So, I said I can't use to this because I am obviously allergic to the product. So, I contact Hot Shapers by the time I contact them, they had another gel order in the mail. I just received another one today since I last had contacted them to cancel my subscription. They chat told me to go online and cancel my subscription because I can only cancel it myself but when I go on it, it says I don't have a subscription. I don't want them to keep taking money out my account. I cannot use the gel. It breaks me out. I now have to bottles of the gel that I can't use. They are not trying to help or respond to any of my emails. I would like to return their gels and get my money back as well as cancel my subscription.

  Business Response

  Date: 04/22/2025

  Response to BBB Complaint Hot Shapers Subscription and Product Reaction

  We are responding to the BBB complaint filed by Iyama ***** regarding her subscription and experience with one of our products.
  The customer originally enrolled in a subscription when placing her first order in February through our website. This subscription included recurring shipments of our workout gel. Shortly after the initial order, the customer reported experiencing a skin reaction after using the gel. We regret to hear this and take all product concerns seriously.
  

  After reviewing our records, we can confirm that multiple support interactions occurred, during which our team provided instructions for managing the subscription via the customer portal. The customer later indicated she was unable to view her subscription online. While this is not typical, we understand her frustration and took immediate action to resolve the issue.
  As of today, we have manually canceled the subscription to ensure no further charges are made. Additionally, we have issued refunds for the relevant orders. Proof of refund processing is attached, and the customer will receive confirmation emails for each refunded transaction.
  

  We apologize for any inconvenience this experience may have caused and hope this resolution fully addresses the customer's concerns.

  
  

  Customer Answer

  Date: 04/22/2025

   Above is proof of what I did. As I said it said do not have a subscription with my email address. It is the only one I used.

  Also, I would like to send them back the gel. I have integrity and do not need it because my skin is sensitive and will breakout. I understand that all products are not for everyone. I know people that use it and are fine. So, I will send the products back because I do not need them. I added picture of the gel. One out of the box but sealed and never used, and the most recent one I got in the mail yesterday never opened.

  Customer Answer

  Date: 04/22/2025

   
  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,
  
  Iyama *****

  If I will also send their product back as soon as they give me an address to return the products to.

• Initial Complaint

  Date:03/19/2025

  Type:Delivery 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 purchased a waist shaper from the company. On March 7, 2025, I received notification that the package was delivered by the post office. I went to my mail room and the package was not in my box. A postal carrier by the name of ******** and she checked the surrounding boxes to see if it was placed in the wrong box. I told the carrier that happened the week prior that I purchased something and my package was in box 310 and not my box 309. ******** called her boss **** and he was giving her suggestions to try and locate my package. Finally, ******** told me to go to the post office and ask to speak to the head supervisor ******. I went the next day and ****** was not at the office. The mail clerk **** took my statement and said she would give the information to the other superrvisor **** and have her to give me a call. I was also told to call Consumer Affairs and file a claim ************. I called consumer affairs everyday and left voice messages with no response. I called the post office and spoke to **** *************). **** asked me for the tracking number and said that the packaged was misdelivered by her carrier. **** said because Hot Shapers choose to mail the package to me without insurance the **** would not provide a refund. I made Hot Shapers aware and have not been able to get a resolution.

  Business Response

  Date: 03/19/2025

  Dear Better Business Bureau,
  

  We are reaching out regarding the complaint filed by ******* ***** concerning order HS-*****, in which she claims that her package was not received.
  

  Upon reviewing our records and customer interactions, we can confirm the following:
  The order was shipped on March 3, 2025, and according to tracking details, it was delivered on March 7, 2025. The tracking information can be reviewed here: Tracking Link.

  **************************************************************************************************

  Our customer service team communicated with the customer and informed her that the package was marked as delivered by the carrier. We also provided the necessary steps to follow in such cases, as outlined in our policies.
  As per our company policies, we do not issue refunds for packages that are confirmed as delivered by the carrier. However, in such cases, we take immediate action by escalating the matter with the carrier to investigate the delivery issue and proceed with a resolution, which often includes a reshipment if necessary.
  

  Our records show that we were in the process of opening a case with the carrier and collecting the necessary information when the customer filed a ******************** complaint instead of completing the outlined steps. The last interaction with our customer service team was today at 9:38 AM, where we requested the final details needed to move forward.
  

  We have attached the following documents for your review:
  Proof of delivery from the carrier.
  A copy of our shipping policies.
  A record of our customer interactions regarding this matter.
  

  We remain committed to assisting our customers and are willing to proceed with the carrier investigation as planned. Please let us know if any additional information is required.
  Best regards,

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23087551
  
  I am rejecting this response because:

  I emailed the buisness with this response below and did not recieve a response back from them.

  I spoke with the supervisor, **** *************). She informed me that the package was misdelivered by the carrier and that they would provide a refund of up to $100 if there was insurance on the shipment. However, **** checked the tracking and confirmed that the **** would not pay because you mailed it without insurance. Therefore, it would be pointless for me to file a claim with them after our conversation.
  
  I want to clarify that I am not necessarily asking for a refund; I am open to receiving another item. I work in the legal field and am aware of my rights as a consumer. If I had received the item, I definitely would not be spending my time on the phone and sending emails to resolve this issue.
  
  

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

  Business Response

  Date: 03/20/2025

  Dear BBB Representative,
  

  We are reaching out regarding the complaint filed by ******* ***** concerning her order HS-*****. After communicating with the customer and thoroughly reviewing the issue, we reached a resolution that the customer agreed to accept.
  Initially, the package was shipped on March 3rd and marked as delivered on March 7th. However, to ensure customer satisfaction, we offered a reshipment as a resolution. We also provided the customer with the option to confirm an alternative shipping address to prevent any further delivery issues. The customer confirmed that she did not have an alternative address, so we proceeded with the reshipment to the original address.
  

  A new order, EXC-HS-*****-1, was created, and the package was shipped with tracking number ****************************** via DHL. To avoid any potential delivery issues, we sent this shipment with a signature requirement to ensure safe and secure receipt.
  

  We have attached the customer interaction history, confirming that the customer agreed to this resolution, along with the details of the new shipment for your review. If any further clarification is needed, please let us know.
  Best regards,

• Initial Complaint

  Date:11/10/2024

  Type:Delivery 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 on the 8th of November. Didnt get a confirmation email of my order. Waited until today to see if an email or anything was sent. Nothing! Went to the platform where I placed the order and typed in my email and received the order number. Checked the order number it says unfulfilled. Tried to contact a *** on every platform they advertise on and no one has or will respond at all. I feel like this was a scam!

  Business Response

  Date: 11/11/2024

  Dear Better Business Bureau,
  

  Thank you for the opportunity to respond to ***** ******* complaint regarding their order. We genuinely value our customers and strive to provide the best possible experience with every purchase.
  

  Upon reviewing this case, we would like to clarify that the order was placed over the weekend. As noted in our order policies, it typically takes additional processing time for orders placed during non-business days, as our team works to prepare them as quickly as possible once the workweek begins. We apologize if there was any inconvenience caused by this standard processing timeframe.
  

  As of today, November 11th/2024, ***** Well's order has been shipped, adhering to our estimated delivery times. We have provided the tracking number ****************************** which the customer can use to track their package directly at DHL Tracking Link for the latest shipping updates. We are committed to ensuring a smooth delivery process, and we are here to assist with any further questions or concerns.

  **************************************************************************************************
  

  We kindly remind ***** Wells's that for any fulfillment concerns or additional support, they are always welcome to reach out to our customer service team directly at *****************************************************************. Our team is available to address any issues and provide timely assistance.
  

  Thank you for your attention to this matter, and please let us know if we can provide any further details.

  Customer Answer

  Date: 11/25/2024

   
  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:04/16/2024

  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.

  OK I ordered a hotshapers kit like the largest one they offer. Went fine. A month later I reordered a sweat stick. Went fine. Now I'm getting them sent automatically. No if I accidentally hit subscribe, then fine. But....no where on their website and I clicked on everything, is there a way to cancel this subscription. I tried live chat with them about how to stop charging me and shipping me product and waited 50 minutes and no one responded. I've emailed them all my customer information and told them I want it canceled and there's no place on their site to do so. Even though in their advertisement it says you can cancel or pause subscriptions at anytime. Yet there's no where to do it. I have not heard back. They have no posted phone number to call. I want them to stop sending me stuff and charging me for it but can't get any response back. All I want is it canceled. They refuse returns etc.

  Business Response

  Date: 04/17/2024

  Hello team, we hope all is well. 
  
  In regard to the case of ****************************. 
  
  The client reached out to us via email, stating that she had issues with her subscription and thus, was not able to create immediate changes or cancellations of the subscription. 
  Our team assisted the client and cancelled successfully the subscription that the client had active with us (as it can be seen on the screenshots attached)
  
  We have resolved the customer issues and will be sure to follow up with her for any updates or other situations that *** require our assistance. 
  
  Let us know if there is anything else we can do for our mutual customer. 

• Initial Complaint

  Date:09/08/2023

  Type:Product 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.

  The business floods my social media with ongoing advertisements specifically stating they have a 30 day money back guarantee. I finally decided to give it a try and placed an order. I planned to order according to their size chart, but after measuring myself multiple times, their chart suggested I go with a large. I wear small or medium, never a large so I choose to go with the medium. The medium was way too big to be a waist trainer. Even though it was big, it rolled up pretty much every time I would move an inch. By day 2 I had a horrible rash all over my stomach so that is when I decided I would return it. The online return process has been a nightmare. Apparently, it does not exist unless it is in it's original package, unworn with no tags. How the heck can I know I hate it if that's the return requirements. The total they advertised the kit was less than what they charged me. I have since left that kit a 1 star review, but the site has consistently showed it with 5 stars. So much false advertisement with this company, so I have no idea how they are still in business. I have not been able to reach them. I want to return this c*** product and get a refund

  Business Response

  Date: 09/14/2023

  Upon reviewing the case of our cliente **************** we can evidence that they did in fact place an order identified as order #HS254579. Said order was shipped to the client's address on 8/17/23 with tracking link: *********************************************************************************. The client did escalate the case however and following our policies we require the garment to be unworn and with all tags on in order to successfully proceed with the return. Given the situation we would be more than happy to offer our client a full refund that should be soon reflected on the client's original payment method. 
  

• Initial Complaint

  Date:07/10/2023

  Type:Delivery 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 placed an order and never received my item. The item was delivered to the wrong address I have emailed numerous time and still didnt receive a refund or the item. The most recent email sent was ignored which was about two weeks ago can you please help the order number is HS236205.

  Business Response

  Date: 07/27/2023

  Hello ******, we hope all is well.
  
  
  We are reaching out in reference to your order HS236205. According to the BBB, you have filed a claim with this order due to not receiving it. We shipped your items on June 1st via ***** with tracking number ************ and appears as delivered on June 12th. *****************************************************************************************.
  
  
  You informed us that the order was not delivered and thus, requested a refund of the order. Our team provided you with the steps to complete the refund process, but it seems that you encountered issues with the same.
  
  
  Rest assured, our top priority is your satisfaction and for this reason, we will be sure to assist you accordingly. For this reason, we will be willing to reship the order at no additional cost. Simply confirm your correct mailing address and our team will be sure to promptly dispatch a reshipment of your order.
  
  
  Additionally, if you would not like to have the items reshipped, our team has the disposition of processing a one-time courtesy refund due to the issues that you encountered.
  
  
  Please kindly let us know how would you like us to proceed.
  
  
  Have a lovely day.

• Initial Complaint

  Date:06/21/2023

  Type:Product 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 May 2, 2023 I ordered a hot shapers waist trainer. It took forever to get delivered, an the quality was cheap. I reach out to the merchant re: refund they sent a return shipping label and I returned their items. I then reached out to them again because I had not heard back from them as to had they received their items. They said yes and that I would receive my refund. I reach out to them today because I still had not received my refund, then all of a sudden they emailed me and stated that my refund was approved and they returned $13.80 vs the $63.00. they are scammers and I want something done so that they don't scam other consumers and I want a FULL REFUND PLUS SHIPPING AND HANDLING! TOTALLING $69.00 IS WHAT I PAID TOTAL.

  Business Response

  Date: 07/07/2023

  Upon reviewing the case of our client ******************************* we can evidence that her request was fulfilled and she got indeed a full refund for the amount of $75.56. Said refund's evidence is attached. 

• Initial Complaint

  Date:05/26/2023

  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.

  Hot shaper has poor commitment in deliver Explain its been nine days and no productits the vendor responsibility to select the carriers. The problem is when I notified them, the customer service representative blamed the carrier. The carrier did change my delivery date three time, but the vendor has had several complaints regarding delivery

  Business Response

  Date: 05/31/2023

  Upon reviewing the case of our client we can evidence that they placed an order identified as HS231342 on May 16th. Said order was successfully dispatched on May 17th as shown by the evidence provided. The client did contact ** informing about a delay in delivery however when checking the tracking it stated that the package had been delivered at the clients address as proven by the following tracking link ****************************************************************************
  Following our policies that state "We do not process refunds for LOST OR STOLEN packages confirmed DELIVERED by the carrier. We would be more than happy to assist the client with a reshipment as we have informed her.

  We will be waiting for her response in order to proceed. 

• Initial Complaint

  Date:05/14/2023

  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.

  Noticed that the shipping address was / is incorrect. Being shipped to my old address even after I updated the system with the new address. They automatically put the address. Anyway. I reach out to have them cancel the shipment or update it and they basically say no and to get it from the address with tenants I do not know in an area with high crime During a time when individuals are being shot on sight. I want my order corrected. With either a new updated address or order cancelled.

  Business Response

  Date: 06/15/2023

  Upon reviewing the case of our client we can evidence the following, an order was placed by the client on 05/10/2023 identified as order number HS229079. Said order was shipped on 05/11/2023 and delivered (as confirmed by the carrier) on 5/16/2023 at 1:47 pm *****************************************************************************************. The client proceeded to contact us to report her package was not delivered, we offered a reshipment identified as order number EXC-HS229079-1. Said order was shipped to the client's confirmed address on 05/17/2023 and delivered (as confirmed by the carrier) on 5/19/2023 at 12:50 pm ******************************************************************************. Said reshipment was also reported as lost by the client. Following our policies we do not process any refunds for packages reported as confirmed by the carrier. We will contact the client to know more. 
  

• Initial Complaint

  Date:05/02/2023

  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.

  02/12/2023 - 05/02/2023 $89

  Business Response

  Date: 07/07/2023

  Upon reviewing the case of our client *************************** we can evidence a failure in the procedure and due to the lack of stock from the items requested by the client we were unable to fulfill her requests as she desired, we have issued up to 4 courtesy reshipments however the items were either the wrong size or the wrong item, we would be more than happy to further assist her with a courtesy reshipment in order to fulfill our client's desires.