ComplaintsforSpanx, Inc.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I placed an order on February 4th spending well over $500 on leggings, bras and supportive underwear for an upcoming trip. I paid for express shipping as these items were needed for the following weekend and based off of shipping timelines, I would need to pay express in order to receive in time. When the package arrived, I was met with two items that I had not ordered. I quickly called Spanx to rectify their wrongdoing and giving ***** as mistakes happen. I was met with someone asking for photos and can have a new parcel sent out. Realizing the timeframe, this was not an option. Emailing back and forth, I was reimbursed the shipping fees for express shipping and am being asked to send back the products received before receiving my refund. At this time, I do not have the desired products that I was promised and paid for to receive in a timely fashion but now Im being asked to send back the wrong items and once the return is processed, I will receive my refund. I would like my money back as this mistake is their fault and not mine for such a substantial order.

  Business response

  02/14/2023

  Hi ********!

  Thanks for letting us know about this experience, and we hate to hear you received incorrect items and the tight timeframe didn't allow us to send the correct ones before your trip. Someone from our team has been in touch to help resolve this issue for you, and if you have any additional questions please email us back at ************************************.
  

  -Team Spanx

  Customer response

  02/14/2023

   
  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

  01/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  *************** This is my order # from SPANX ~ I never received this. They assured me Id have it by end of day. It showed delivered. I have several messages reaching out to them for help. They told me I have to wait till March 21 st for my money back. This is unacceptable.

  Business response

  01/26/2023

  Hi ********!

  Thanks for reaching out, and we hate to hear you never received your Spanx order. As you requested in your email to our team, your order has been fully refunded back to your original form of payment.

  If you have any additional questions please let our team know by emailing us at ************************************.

  -Team Spanx

  Customer response

  01/26/2023

   
  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

  01/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order # ***************. I have emailed at least 7 times since I received my order to try to get a return label for 2 of my items. At first I was getting responses and I can't get responses anymore. I have been trying to set up the return and ************* for months. I have also contacted the website itself to no avail. This is more work than any consumer should have to do. Now you'll tell me I can only do an exchange or get a gift card because it's past the time to return which is not my fault! I am trying to return the The Perfect Pant, Hi-Rise Flare Color: Classic Black Inseam: Regular Size: S and the AirEssentials Midi Skirt Color: Very Black ************ this point I would just like my money back because I'm going on 5 months of trying to get this taken care of, all the while paying interest on my credit card from it.

  Business response

  01/23/2023

  Hi ********! Thanks for reaching out, and we're happy to help! We do see our team last emailed you on 12/18/2022 and did not receive a response, so we just resent that email to you. Please get back to us at your convenience so we can continue helping you receive a gift card to repurchase the items.

  Since your first email request to us was past the 90 days, the only option we have is a gift card. As a reminder, our policy allows for free US returns for up to 90 days after purchase.

  We look forward to hearing from you and resolving this!
  -Team Spanx

  Customer response

  01/23/2023

   
  Complaint: 18878007
  
  I am rejecting this response because:  I responded multiple times with the information requested.  Please don't lie on a BBB response just to make your company look better.  I continued following up and could not get a response.
  
  Sincerely,
  
  *******************************

  Business response

  01/23/2023

  Hi ********! Thanks for your response and thanks for getting back to us via email. We do see this has now been resolved by our team sending you a return label in the interim. Please feel free to reach out to our team at ************************************ if you have any additional questions we can help answer.

  -Team Spanx

  
  

  Customer response

  01/23/2023

   
  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.  In the future, please accept responsibility rather than blaming the consumer when the consumer has all emails to prove intent to communicate.  This isn't right.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  12/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I order a size medium spanx sent an Extra small size Theyre saying its a final sale and they cancelled my return today I sent the item back to Spanx 2 days ago Item number *************** Terrible customer service. This was an error on the part of Spanx I would have kept the size I ordered

  Business response

  12/19/2022

  Hi ****!

  Thanks for letting us know about this experience, and we're so sorry to hear about it! We do see this has been resolved in the meantime, and you were accepting of the resolution. Thanks for giving us the chance to make this right for you.

  Please reach out to our team at ************************************ with any additional questions!
  -Team Spanx

• Initial Complaint

  11/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order, the system auto generated a different address with Spanx.com The order has been out for delivery to the wrong address for 6 days. I have tried to contact Spanx to edit the delivery address with the delivery courier ******* as the delivery courier told me as the recipient I CANNOT make changes to the address for delivery. Spanx customer service has refused to offer and sort of help, citing they do not have the option to change the address and they will just wait for ***** to return the package to them.I have contacted ***** 5 times to ask if they can just absorb to the package and send back to the shipper and ***** cited they need that direction from the merchant.So again, Spanx is doing absolutely nothing to help other than send apology emails.I feel like they are waiting it out to keep my money instead of assisting the situation as the delivery courier has directed. Thus I need assistance from a third party to get the situation moved.

  Business response

  11/02/2022

  Hi *******!
  
  Thanks for letting us know about your experience, and we're sorry to hear your order address wasn't correct. Unfortunately our team is unable to individually change order addresses or contact ***** on behalf of customers, but we're happy to make an exception and refund you for the order since your tracking show it's been refused at the delivery address. You should see the refund back to your account in 3 - 5 business days. 

  Please email us at ************************************ if you have any further questions.
  -Team Spanx

  Customer response

  11/03/2022

   
  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. These kinds of issues should not EVER have to escalate to the BBB. Please work with your customer service team to help them understand their role is to help.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  10/25/2022 I want my money back for canceled orders, which amounts to around/over $1000. I want them to cancel the orders I attempted that showed the wrong size and include an option to cancel items ordered on their website so this does not happen to others.

  Business response

  10/31/2022

  Hi ******!
  

  Thanks for reaching out to let us know about your experience. We do apologize for the website glitch you experienced, and have received your request for all the return labels to be sent to you via **** as soon as possible. We can confirm those will be sent tomorrow, and as soon as you receive them you can return any items you don't want to keep, which will prompt your refunds. 

  Please reach out in the meantime if you have further questions via email at ************************************.

• Initial Complaint

  09/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on. Saturday. The default shipping address that was selected was my old address (my mistake). I contacted Spanx and was told they could not fix the error even though item had not yet shipped. They told me to contact **** I did that and they did I have to contact the senderso there is no resolution and my item will be delivered to a stranger. Im out 85 bucks.

  Business response

  09/21/2022

  Hi *******!

  Thanks for letting us know about your experience placing an order on our website. We are unfortunately not able to change addresses once orders are placed, but once you see the order has been delivered or returned to our warehouse for an incorrect address please email us at ************************************ for a resolution! We look forward to hearing from you.

  -Team Spanx

• Initial Complaint

  09/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order online and as soon as I placed the order I realized it was a mistake I tried to contact the company to reverse it to no avail when the package arrived it was unopened and my doorman sent it back with the *** guy or with the **** guy Unfortunately I didnt have a tracking number so I didnt have a record of it in the meantime I called my bank and they placed a hold on the money that was in August because I filed a complaint against Spanx so today I was re-charged the $76 and Im very upset Im a senior citizen living on a fixed income And theres no reason why they couldnt have found that box and all the information inside it with all my information I have never filed a complaint against anybody before but this is horrible Im hoping you can help me

  Business response

  09/16/2022

  Hi *****,

  Thanks for reaching out, and we hate to hear about this situation. Since your bank placed a hold on the money, it's best to contact them directly to figure out next steps. Our system currently won't allow us to process any refunds since the funds are being held, and aren't able to be released back to you right now. Once your bank releases the funds, you can definitely email us to have them refunded. 

  If you have any further questions, please email us at ************************************. 

• Initial Complaint

  09/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two pairs of leggings from this company less than a year ago. I have barely worn them, cleaned them according to instructions with extreme care, and yet they are both already completely worn out and unwearable. These are $100 pair of leggings each and lasted only 8 months. I contacted the company who refused to help me even after showing them image proof of what their leggings turned into, due to the fact that it was out of their *********************************************************** they didnt fit. These are completely damaged in less than a year. I have spent $12 on leggings that lasted years. I have been loyal to this company and I was only looking to have the damaged leggings replaced but the company refused.

  Business response

  09/12/2022

  *********************!

  Thanks for letting us know about your experience. Quality is very important to us, and we definitely stand behind our products. We'll be emailing you today to try to make this right for you.

  -Team Spanx

  Customer response

  09/12/2022

   
  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

  06/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Spanx.com was offering a huge discount on items. I purchased 3 items; 2 pair of faux suede leggings ***************** and a leather like midi-skirt all in size 1X. Total price for the three items was $181.16 including tax. When I received my package there were only two items: a satin pair of joggers and Ponte straight with satin strip pants. I called to find out where my items were. They offered to resend them, but they were sold out of the items I ordered. Instead of them just canceling my order they sent me items I did not order, in the wrong size, with the printed order summary for the correct order.They are unable to send me what I order and refuse to refund my money to the original payment method. The items I purchased are non-refundable and this I understand if what I had received was what I ordered.I believe they intentionally sold items they knew were not in stock, replaced them with items which would be useless to me due to smaller size, and refuse to give me my cash back. By offering me Spanx credit they are making me buy an item at a higher cost than my original items. Which means I get less for my money. In order to purchase similar items it would cost me $337.48 with tax.Perfect black pencil skirt $118 Faux Leather leggings (zero faux suede in-stock) $98 ea.

  Business response

  06/30/2022

  Hi ******!
  

  Thanks for reaching out and we hate to hear you didn't receive the items you ordered during our sale! We'd be more than happy to reach out to you directly to discuss resolution, as we definitely want you to give us another shot when the products are back in stock in the future.

  We'll be reaching out within the next couple of business days to provide a way for you to receive a refund and return the incorrect items to our team.

  -Team Spanx

  
  

*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. ↩