ComplaintsforSpanx, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/29 I ordered Spanx pants. They were way too big and I tried to contact Spanx with an email. I did not have the invoice number so could do nothing on line. This has been going on since March. I finally found the invoice number and contacted Spanx. Again no response. I mailed the pants back to the return label on the package with information as to what I was doing. No matter what I do I can not get a response from Spanx. The invoice number is ************** and the cost to me was $138.00. I am so frustrated that I can't reach anyone at Spanx. Can you help? I have the receipt from the post office showing that I mailed the pants back.

  Business response

  04/23/2024

  Hi ******! 

  Thanks for reaching out! After looking into your order and communication history with our team, we can see there have been numerous outreaches that have been replied to with an email from our team then no response from you, so our emails may be going to your spam folder. If you'd like to call our team at ************ we can reference all of your emails at once and help provide you with an appropriate resolution. 

  We look forward to hearing from you!

  -Team Spanx

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 22nd, I placed an OVERNIGHT order with Spanx for a couple of items I would need for my trip on March 27th. The overnight shipping was $30. Today is March 26th and I received an email from ***** that the label was created. I am extremely disappointed because I paid extra for the overnight shipping and, apparently, wont have the items on time, five days later, for my trip. This prevented me from using the amount paid ($400) to place an order with another vendor. Now I am left without money and clothes for my trip tomorrow. This is frustrating coming from a company that should respect their customers. I requested them to place a replacement order today so it would arrive tomorrow, but they do not have contingency plans for emergencies, so they do not care. They will only place a replacement order tomorrow because it is already past noon. Instead of having a plan for each unique case, they will just treat it as any other order. If you can, do not order from Spanx unless you have many days to wait. And do not pay for overnight shipping, because they will take their sweet time to ship the order. Do not come with answers about placing orders after noon, because this was overnight 4 days ago, and the item should be here already. I asked to pick up the items at a retailer, and she said only if I buy them directly from the retailer again. Great support! I will make sure that everybody knows about this overnight shipping scam.

  Business response

  03/27/2024

  Hi *******!
  
  Thanks for letting us know about this experience. Since this was placed on a Friday night with 1 business day delivery, it is unfortunately arriving 1 business day late (today).  Based on your tracking, it looks like there was a delay in ***** scanning in the item after the label was created first thing Monday morning. We know this isn't ideal so we're happy to refund your shipping charges, which you should see returned to your payment method in a couple business days.

  If you have other questions for our team, please feel free to continue responding to your emails with our team.

  -Team Spanx

• Initial Complaint

  03/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Regarding order # *************** I am trying to return to jeans I purchase on 3/13/24 and the website does not allow me to create a return label . I have contacted spanx customer service and they have not responded in the last 5 days . I would like to return items and get a refund

  Business response

  03/26/2024

  Hi *******!
  

  Thanks for reaching out and letting us know about this experience! Our team was able to help by sending a return label directly to the email you used to place the order. If you're unable to find it, feel free to reply to the email we sent you yesterday (3/25) so we can resend. 

  We're happy to answer any additional questions you have if you'll reply directly to that email as well!

  -Team Spanx

• Initial Complaint

  03/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order *************** came damaged, I was sent unwearable untouchable products, and an agent reached out saying Ill receive a replacement. I have not heard back and would like if your company honored what I was told. I reached out the next day for confirmation and spoke to rude agents who are not honoring what I was told despite providing evidence. Very unprofessional and just want my replacement

  Business response

  03/25/2024

  Hi ********!
  
  We hate to hear about this experience, and can confirm we've reached out to you with the appropriate next steps through our interactions with you on chat (both on 3/23 and 3/24). If you have any additional questions for our team please feel free to email us at ************************************ or chat with us again!

  -Team Spanx

  Customer response

  03/25/2024

   
  Complaint: 21476089
  
  I am rejecting this response because:
  business is not keeping their word and backtracked 

  please provide the replacement you said you would provide 

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

  Business response

  03/26/2024

  Hi ********!

  We've responded to your latest email to our team at ************************************ and are awaiting your reply so we can provide you with further details.

  -Team Spanx

  Customer response

  03/26/2024

   
  Complaint: 21476089
  
  I am rejecting this response because:

  I have still not received around $28 in returns 

  for the faux snake skin leggings. Please issue the remaining refund
  
  Sincerely,
  
  *************************

  Business response

  04/08/2024

  Hi, thanks for reaching back out! We're happy to provide additional information around your resolved issue! 

  Based on our email communication with you on 3/27, your order was fully refunded so there are no additional funds we can provide you at this time.

  If you have additional questions please feel free to reply to our last email to you from ************************************* sent on 3/27 at 1:49pm ET.

  -Team Spanx

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Spanx girdle 11/18/2023 and opted to make payments on it through Affirm. I didn't receive the item until Janurary **** and when I tried it on, it did not fit. I tried contacting them immediately via email and phone. The first email said someone would reach back out to me. They did NOT! I did not have ANY paperwork in the package to refer to and had a very difficult time navigating their website to find my order. They have a 60 day (from date of purchase) return policy. My deadline would have been yesterday 1/17/24 and today they said I was "out of the 60 day return policy", even though I had written to them over a week ago with NO REPLY.!! I WANT A FULL REFUND AND WILL RETURN THEIR GARMENT W/O COST TO ME!

  Business response

  01/25/2024

  Hi *****,

  Thanks for letting us know about this situation. As requested, we provided you with an exception for a return, and we see you've already been refunded.

  Please let us know if there's anything else we can do for you by emailing us at ************************************.

  -Team Spanx

  Customer response

  01/25/2024

   
  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

  01/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for Christmas gifts on 12-12-2023. After 12-14-2023 there were never any tracking updates. I emailed Spanx to be told how popular their products are and be patient with them . On 1-15-2024" today". Spanx has my payment and I have never received the items.

  Business response

  01/16/2024

  Hi ******!
  
  Thanks for reaching out and letting us know about this situation. We are so sorry to hear you item was lost in the mail, and we're happy to help. This has been resolved in the way you requested through your email to our team.

  Please let us know if there's anything else we can do for you.
  -Team Spanx

• Initial Complaint

  12/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1). I purchased a pair of jeans from the ************* location 11/22/23.a. I didn't receive the military discount for this order b. The sales associate attempted to call her manager; she didn't answer the phone c. The receipt ink was low'; faded and unlegible d. I contact Spanx by email to request that they contact me to provide a copy of the purchase receipt since it was billed to my **** Credit Card.e. No one from Spanx contacted me by mail or by phone. f. I wanted to exchange one item purchased; a pair of jeans that were too small; as I did not try them on at the airport location. 2). I purchased a pair of **** size medium which the size I usually wear and they were too-too small. I couldn't get them over my thighs. 3). My mother purchased me a second pair of jeans; same style, size and color. The jeans are too-too small and I cant get them over my thighs.The exchange policy is egregious and consumer sizes vary drastically. Not providing this option is at best poor service and represents a lack of regard for their customers.There isn't a local Spanx store in my area to try on the jeans and the airport location is only accessible if you have a valid booking and traveling. As you can not access ********* Airlines Gates without a valid boarding pass. For this reason, I am requesting that Spanx:1. Proivde a copy of the receipt for purchase for one pair of jeans purchased on 11/22/23 a. Provide option to exchange one pair of jeans b. Apply the military discount to the entire order 2). Provide option to exchange 1 pair of jeans purchased by my mom 3). Provide option to exchange 1 pair of jeans I purchased

  Business response

  12/30/2023

  Hi Bre, thanks for reaching out and letting us know about your experience. We replied to your original email on 11/24, and for your convenience we just resent it! We do offer exchanges, and your order from 11/22 can still be exchanged by visiting Spanx.com/returns for up to 60 days after the date of purchase. As mentioned in the email, we aren't able to provide an airport store receipt through our customer service (that can only be done in airport) but we can help you return those jeans, and we'll be emailing you separate instructions to help process that. Please reply to our email with any further questions.

  -Team Spanx 

• Initial Complaint

  09/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a pair of pants (long black leggings NOT 7/8) for my vacation and was sent the wrong item I was told a had to pay again for the correct item to be sent I paid again and received a sweat shirt this time instead of pants ..I e mailed and spoke to many agents that said a complimentary pair of the correct item would be rushed delivery and the other two wrong items would be refunded once sent back!The back and forth communication went on for over five weeks I sent back the two incorrect items and was only refunded one!The company sent out a complimentary pair of the correct item ( which was wrong again!) But still didnt refund the second item of the two I sent back After speaking again to an agent , he said that I would not be recieving a refund as another pair was sent out ( wrong) so therefore this was not complimentary !!In order to get my second refund I would now have to send back the third item , the one that was supposed to be free .. complete, terrible waste of my time!I was promised something as a apology that I still didnt receive I am disgraced with the company for not putting things right!Especially considering the size of the company and the price they charge the consumer !I was promised a refund on the two products I sent back and a complimentary pair of regular length black leggings size M

  Business response

  09/24/2023

  Hi *****, 

  Thanks for letting us know about this experience. We do see based on your conversation with our team on September 22, 2023 this has been resolved and you've been provided with all the needed return labels to receive the refunds you're requesting.

  If you have any additional product questions to make sure you receive the products you're interested in please feel free to email us at ************************************. 

  Thanks,
  -Team Spanx

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a significant purchase on an expedited basis from Spanx on July 2.It was not delivered although ***** erroneously delivered it to another residence. ***** opened an investigation on July 5 and has not been able to locate my package. The proof of delivery provided is not a picture of my home. I was in fact home at the time the package was misdelivered and called ***** immediately to explain the package was not delivered to me. I walked all over my neighborhood to see where the package was delivered and could not locate it.Spanx's customer service was extremely unresponsive and evasive. I contacted Spanx customer service on July 5th and was told to search the area for the package. I explained that I had done so. I was told that I would hear back from Spanx in 24 hours. I did not.I emailed. I called. The customer service over email told me that the package was delivered and that I was not entitled to a refund unless I returned the merchandise. Merchandise that I never received.I need a full refund--not a gift card, not anything other than a full refund of my order immediately.If not, this is in multiple violation of UCC codes as well as violations of customer ********************************** needs to immediately refund my $223.77.

  Business response

  07/10/2023

  Hi *****, 

  We are sorry to hear this happened to you and we do see that you were fully refunded for your order on July 8th, 2023. You should receive the funds back onto your original form of payment 3-5 business days after the refund has been processed. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased an outfit from Spanx in the ********************************. I returned the item to the place where the return label was to sent to me via my email, in **********.They have received the merchandise but have refused to send my refund. I put the receipt in the envelope with the merchandise that had never been worn and still has the tags on it.

  Business response

  05/03/2023

  Hi ********. Your refund was sent via PayPal on 5/3/2023, you should expect to receive the funds in 3-5 business days. Please reach back out via email if you have any further questions, we would be happy to help! 

*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. ↩