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:Service or Repair 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 March 11th for $433.50 worth of merchandise. On March 12th I was informed that a label was created and my order would be shipped within 20 business days. When it had not shipped by April 8th, I reached out to cancel my order as they could not provide an update to shipping. I was then informed on April 9th that my order has been cancelled and a refund would be issued. It has now been almost 14 days and the company has yet to initiate my return. I have contacted their customer support via email in which they have shared "they are working on it" and when I called their customer support line, it got continuously disconnected and then went to a full mailbox. I am fearful that they are holding on to my money even though I have no active order in process and haven't for a couple of weeks. I would like this refund initiated to my card ASAP.

  Business Response

  Date: 04/25/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Business Response

  Date: 04/25/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Customer Answer

  Date: 04/25/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:04/02/2025

  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.

  Returned a swimsuit in January and have not gotten my refund in almost 3 months. I keep getting emails that it will be issued by the end of the week or in the next one to two days then nothing. Stealing money at this point now.

  Business Response

  Date: 04/10/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Business Response

  Date: 04/11/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Customer Answer

  Date: 04/21/2025

   
  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,
  
  ******** ******

• Initial Complaint

  Date:03/28/2025

  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.

  I ordered two suits from this company, but unfortunately, they did not fit. I was authorized to return the items, and I shipped them back promptly. The tracking number confirms that the return was delivered to their facility on February 15th at 1:45 PM.On February 24th, I received an email stating that my refund had been forwarded to the billing department and that processing could take up to 30 days. I was also informed that once processed, it may take an additional 5-10 business days for the bank to credit my account.However, it has been well over 30 days, and I have yet to receive any notification or update regarding my refund. I have sent multiple follow-up emails, all of which have been ignored. Furthermore, the phone number listed on their website is not accepting calls or voicemails, and their website's messaging feature is also non-functional.This lack of communication and failure to process refunds while retaining both the returned items and customers' money is completely unacceptable and borders on fraudulent activity.

  Business Response

  Date: 04/10/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Business Response

  Date: 04/11/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

• Initial Complaint

  Date:03/27/2025

  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 3/1/2025 (order#******). It has been over three weeks and I still have not received the product. The product has not even been shipped yet. I no longer need it and wanted to cancel the order. I emailed the companys support and notified them. I have since emailed them about 6 times and keep receiving an offer for a discount on my next purchase. I do not want to purchase anything and just want a refund. I still do not have the products or my money back. The product still has not shipped.

  Business Response

  Date: 03/28/2025

  We have accepted the chargeback, and the amount has already been debited from our account. The bank will now handle the refund process. We apologize for any inconvenience caused and hope to hear from you again in the future to provide you with a better experience.

  Business Response

  Date: 03/28/2025

  We have accepted the chargeback, and the amount has already been debited from our account. The bank will now handle the refund process. We apologize for any inconvenience caused and hope to hear from you again in the future to provide you with a better experience.

  Customer Answer

  Date: 03/28/2025

   
  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,
  
  **** **********

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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 purchased swimwear and have purchased from this brand before. Unfortunately the shipping took over 20 days, with no response from the brand as to why - so this has been ongoing for much longer than it should. I purchased an order for 5 items, totaling $193.12. To my knowledge, these items were not discounted and were full price items, I found a discount code to apply to my cart, which saved me 24% on my total purchase bringing my total from $257.70 to $193.12 fora 24% discount of $64.38.I reached out to the company to initiate a return, I specifically note the discount applied, as they do not accept returns for items over 30% they do not accept returns or exchanges. Noting that my discount was 24% I was surprised when the brand rudely emailed me back saying that my items do not qualify for a return. Again, i have used this brand and bought and returned with them before so I am very familiar with the parameters, and specifically was not over 30% discount. The brand states that the items were already discounted and the discount that I applied put me over the threshold, but there was NO indication that my items were already discounted at the time of purchase, and my invoice only shows the (1) 24% discount code that I used that affected my order. To my knowledge, these items were full price, and its clear on the invoice there is no other discounts applied. I have been exchanging emails with the brand, and they are highly uncooperative in complying to their own policy on returning, and due to the fact that this order was placed on February 19th, I will be running out of time on their own return policy since it didn't arrive to me until Mar 14. I would like the brand to allow me to return the 3 items for a total of $90.50. Its worth noting that the items I am keeping in the order are significantly more in price, so its not about the money but more about the principle of adhering to your own return policy for customers. Their emails have been extremely rude.

  Business Response

  Date: 03/27/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Business Response

  Date: 03/28/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23092843
  
  I am rejecting this response because the brand did NOT provide a full refund for the items. The refund they provided was $69.38 and my original complaint was for refund of $90.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/28/2025

  the refund cannot be made for the ***** because at the time of her payment she used a discount code which means that she has not paid the full amount of the items she purchased, which are the ones she indicated she returned, and she had already been issued the store credit because it was the exception that was made in the email.

  Business Response

  Date: 03/31/2025

  the refund cannot be made for the ***** because at the time of her payment she used a discount code which means that she has not paid the full amount of the items she purchased, which are the ones she indicated she returned, and she had already been issued the store credit because it was the exception that was made in the email.

  Customer Answer

  Date: 03/31/2025

   
  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,
  
  ****** ******

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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 purchased a swimsuit last month in the same style and size of a previous swimsuit from last year. I was not aware that it was a final sale. When the swimsuit I ordered arrived. It was clearly smaller than the one from last year. I tried last years on and again it fit perfectly. The two clearly didnt even look like the same size. I contacted the company and after complaining to them, they finally decided to let me send it back for a store credit but no exchange for the next size up. So I agree to this. I didnt get the return label until the next day, i literally left work as soon as I got it and gave the package to ***** Now mind you the price of the top had already went back up to $60~ At this point. So I was aware id probably pay more. Well I emailed the company and let them know I had sent it back. A couple of days passed and they finally responded that they would send me a credit if I would let them know what I was exchanging. I emailed them right back and again didnt get the credit until the next day. I get the credit and get online to order the next size up and the price has again gone up. Its now at $75. Double what I paid for the original top. Im spending more to re-order the next size up than I did for the whole thing. Im just frustrated because of a fault in their sizing Im having to go through all this trouble. I wouldnt have even ordered this swimsuit had it not been on sale. Now I feel like Im losing money. All Im asking is for an exchange in size.

  Business Response

  Date: 03/19/2025

  We completely understand any frustration regarding the delay in the refund process. However, we want to assure you that we are actively working to improve the issues you mentioned to provide a better experience for all our customers.
  
  

  Business Response

  Date: 03/20/2025

  We completely understand any frustration regarding the delay in the refund process. However, we want to assure you that we are actively working to improve the issues you mentioned to provide a better experience for all our customers.

  Customer Answer

  Date: 03/20/2025

  Im confused, does this mean they are refunding me? If so what card are they refunding to? I dont own a card ending with the number 5877. 

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23083999
  
  I am rejecting this response because:

  Im confused, does this mean they are refunding me? If so what card are they refunding to? I dont own a card ending with the number 5877.
  
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/27/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Business Response

  Date: 03/28/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Customer Answer

  Date: 03/29/2025

   
  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,
  
  ****** *****

• Initial Complaint

  Date:03/17/2025

  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.

  Oneone is a scam. I placed an order on 02/20/25 worth $106.25, and it still has not shipped. The site states that the product will be delivered within 10 business days, but that time frame has long passed.I reached out to their customer service via email, and they told me it could take up to 20 days to ship. However, we are now well beyond that, and my order remains unshipped. I have attempted to call their customer service multiple times, but no one answers.There is no option to issue a refund or cancel my order, instead repeatedly thanking me for my patience. Had I known it would take this long, I would have never placed the order. Their website and customer service are misleading and dishonest.

  Business Response

  Date: 03/20/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Business Response

  Date: 03/21/2025

  We are contacting you to inform you that the OneOne refund process has been completed and issued. Now, the time for the amount to be reflected in your account depends on your bank, which estimates 5 to 10 business days.
  
  We remain at your disposal for any questions you may have and sincerely appreciate your patience during this process. We look forward to hearing from you again soon.

  Customer Answer

  Date: 04/04/2025

   
  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,
  
  ******** *****

• Initial Complaint

  Date:03/11/2025

  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.

  Purchased Through Affirm. first payment of ***** on 7/19/24 three more payments followed with the last one on 9/2/24. Total of ******. I requested return label for swimwear email is attached with chain of communication since then. as well as the return label that was sent. Item was returned onm 8/20 i believe. I also submitted a claim to affirm. They weren't much help. OneOne swimwear stated they would refund me in the next few days reference email attached. this was around early December never received a credit.

  Business Response

  Date: 03/11/2025

  We have accepted the chargeback, and the amount has already been debited from our account. The bank will now handle the refund process. We apologize for any inconvenience caused and hope to hear from you again in the future to provide you with a better experience.

  Business Response

  Date: 03/12/2025

  We have accepted the chargeback, and the amount has already been debited from our account. The bank will now handle the refund process. We apologize for any inconvenience caused and hope to hear from you again in the future to provide you with a better experience.

• Initial Complaint

  Date:03/03/2025

  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.

  The company's contact form is broken on their website, so I have sent them two emails since I ordered from them on February 19th. They say my item will be delivered within 10 days, but it hasn't even shipped.

  Business Response

  Date: 03/05/2025

  
  We are sorry for the delay in shipping your order, but we are working on it! We just wanted to let you know that it will be shipping this week, so you will have it in your hands very soon.
  
  Thank you for your understanding with the delay, we really appreciate it!
  
  
  As always, if you have any questions or concerns, please feel free to contact us at any time.
  
  Thank you for your purchase and we hope you love your new products.

  Business Response

  Date: 03/06/2025

  We are sorry for the delay in shipping your order, but we are working on it! We just wanted to let you know that it will be shipping this week, so you will have it in your hands very soon.
  
  Thank you for your understanding with the delay, we really appreciate it!
  
  
  As always, if you have any questions or concerns, please feel free to contact us at any time.
  
  Thank you for your purchase and we hope you love your new products.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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 ordered $108 worth of product from oneoneswim on 1/24/2025. This was for a trip I am going on the first week of March. Their website and the shipping option I selected state that the product will be delivered within 10 business days. On 2/13/25 I emailed their costumer service regarding the status of my purchase because it still has not shipped yet and voiced my concern for the product arriving prior to my upcoming trip and my disappointment with the lack of communication regarding the delay in shipping. They said they would be shipping it the following week and appreciate my patience. I reached out again 2/18/25 voicing my frustration on the situation, and again, all they did was thank me for my patience and are trying to ship it out this week. It is now the end of the week and it still has NOT shipped. Nearly a month after the original order. I tried calling customer service and it sends me to a full voicemail so I cannot speak to someone nor leave a message to have them call me. I have now had to spend more money else where to get something different as I dont see this arriving in time and have no way of getting my money back or cancelling the order. They have not been helpful at all with any communication- all they do it thank me for my patience instead of helping me out of giving me a real update on the status of my order. Its extremely unprofessional and false advertising of expectations for such an expensive place to shop. It is worth noting a friend of mine ordered twice recently ;1/21 and 1/30) and has ALREADY received her products. Im not sure what else to do.

  Business Response

  Date: 02/21/2025

  To resolve this situation, we will accept the dispute so that the bank can process your refund due to the delay. Additionally, we want to inform you that your order will be shipped between today and Monday, allowing you to receive it before the first week of March.
  We apologize for any inconvenience and assure you that we are continuously working hard to improve the experience for each of our customers. We appreciate your patience and understanding.
  If you have any further concerns, please do not hesitate to contact us.

  Business Response

  Date: 02/21/2025

  To resolve this situation, we will accept the dispute so that the bank can process your refund due to the delay. Additionally, we want to inform you that your order will be shipped between today and Monday, allowing you to receive it before the first week of March.
  We apologize for any inconvenience and assure you that we are continuously working hard to improve the experience for each of our customers. We appreciate your patience and understanding.
  If you have any further concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 02/21/2025

   
  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,
  
  **** C