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:01/18/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date:01/15/2024

  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 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

  Date: 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

  Date:12/24/2023

  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.

  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

  Date: 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

  Date:09/22/2023

  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.

  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

  Date: 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

  Date:07/07/2023

  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 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

  Date: 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

  Date:05/02/2023

  Type:Order 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 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

  Date: 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! 

• Initial Complaint

  Date:02/10/2023

  Type:Order 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 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

  Date: 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 Answer

  Date: 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

  Date:01/24/2023

  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.

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

  Date: 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 Answer

  Date: 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

  Date:01/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/17/2022

  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 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

  Date: 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