ComplaintsforSpanx, Inc.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed order on 11/26/21. Received email confirmation that order shipped on 11/29/21. 12/14/21, package has still not delivered. 6 calls to to Spanx, each call Ive had to wait on hold for 30+ minutes. Each time Ive asked for a refund and they tell me not until 7 days after the last movement of the package. Spanx told ME to contact ****** ***** tells me it will deliver the next day and doesnt. This has been going on for 6 days now. I just want a refund.

  Business response

  02/10/2022

  Hi Nuray!
  

  Thanks for reaching out and sharing your experience with us! We definitely want to route your feedback to the right teams for hopeful future improvements. We did review your account and can see that the package arrived, and we want to apologize for the delays you experience.

  Please reach out if you have any further questions to our team through email at ************************************.

  -Team Spanx

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid ****** for my order on 11/24/21 I have contacted Spanx multiple times , and on hold for a min of 1 hour , still no product or resolution, **************** is non existence, just want my product or a refund and can't get either. my order number is ************** under *************************, tracking number from *** 1Z552A5YYW03424475

  Business response

  02/10/2022

  Hi ******!
  

  Thanks for sharing your experience and desired outcome with our team. We hate to hear about this and are definitely more than happy to look into this for you! Upon reviewing your account, we can see that a reship was processed with no-cost overnight shipping. In the event you require any additional assistance from our team, please feel free to contact us at ************************************.

  -Team Spanx

  
  

• Initial Complaint

  12/14/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered a pair of leggings and paid for premium shipping. I was told I would receive the leggings on 12/9/2021. When I didnt receive them by the following day I called and waited on hold for about 45 minutes. It was confirmed they had left the warehouse and taken to ***** so this must be a mistake on fedexs part and if they hadnt arrived by Monday to call back. I waited on hold for over an hour, only to be told that they hadnt left the warehouse and they didnt know where they were but they couldnt send me new ones until tomorrow and I would have to call back tomorrow and potentially wait another hour on hold when I already told them I was traveling that day. I finally connected with someone online who told me they would send a new package immediately, but the second I asked if they could be here Friday or Saturday as I would be leaving the country next week they stopped responding completely. So now I have to attempt spending another hour on the phone on hold with them on a day when Im traveling with my family because they dont know what happened to my order

  Business response

  02/10/2022

  Hi Madalena!

  Thanks for providing us with details related to your experience with our team - that's definitely not how it should be! We'll be passing your feedback along to the appropriate teams for hopeful future improvements, and definitely appreciate you sending them our way.

  We do see this issue was resolved with a reship that's been delivered, but please reach out to our team with any additional or future questions. We can be reached at ************************************.

  -Team Spanx

• Initial Complaint

  12/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased pants from the *** location and unfortunately they do not allow returns online when purchasing in an actual store and I cannot fly back to ********** to return leggings. I told the customer service rep that I would be fine with returning my leggings for a gift card since I just wanted a different pair. I have now talked to 5 different customer service reps over the past 2 weeks and each time they claim theyre going to email me a return label. I have never received a return label but have sent them all of the information via email they claimed they needed. This is absolutely ridiculous and really disappointing that their customer service is so poor considering how expensive their items are.

  Business response

  02/10/2022

  Hi Alysha!

  Thanks for letting us know about the delays you experienced when trying to return your airport store item to our team. We do see this has been resolved, but we'll be passing your feedback along to the appropriate teams for hopeful future improvements on this process. Please reach out to our team at ************************************ with any future questions!

  -Team Spanx

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Severely disappointed in their service regarding my order # **************.I paid for express shipping of 3-4 days on 11/29, and have yet to receive these items which I now no longer need as the event has now passed!11/30 was my last email from spanx on this order indicating the shipping label with tracking number was created. When I check ***** tracking it shows the items NOT received for shipping!?!? https://www.*****.com/*****track/?trknbr=547955312770 Attempted to call their customer service this week, which has a horrible menu and does not lead you to a live person. I even left my number as an option for someone to call back when available and 72 hrs later ...nothing!I started the process to return the item BUT the items have still not been delivered where I can ship them back!There's no email address provided to even write a complaint. I will NEVER order from them again. The service options are horrible, especially when your items selling point should correlate with a higher level of service.At this point I don't even know what my options are considering ***** does not show these items received or shipped, you (spanx cus serv) are unreachable and unresponsive, I have no items to return to even follow your refund process! So disappointed. Surely they can do better than this.

  Business response

  02/10/2022

  Hi Annalise!

  Thanks for letting us know about your situation, and we definitely appreciate you providing us with actionable feedback we can pass to the appropriate teams. We do see this was resolved with a full refund, but if you have any additional questions please reach out to our team at ************************************* We hope you'll give us another chance in the future!
  

  -Team Spanx

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered two items on 11/24/2021. They never arrived. After terrible customer service they agreed to reship on 12/8/2021 and overnight it. It is now 12/11/2021 and the items havent shipped and I cannot get a hold of the company. I have now asked twice to have a supervisor call me and nothing. I want a full refund.

  Business response

  02/09/2022

  Hi *****!
  

  Thanks for reaching out, and we hate to hear about the delays associated with your reship. We do see your package was delivered, and our team was able to refund you for the shipping charges. If you have any further questions, feel free to reach out to us at ************************************.

  -Team Spanx

  Customer response

  02/09/2022

   
  Complaint: 16354723
  
  I am rejecting this response because:

  I had to call DOZENS of times to get them to even call the shipping company to pick up the package from their warehouse. They then informed me that they ran out of one of my items and refunded me. They refunded the reship, which was not tied to my original order and I thus had to call over and over again to get them to finally realize their mistake and refund me. I understand it was around the holidays but a customer should not be responsible for 1) telling the shipper they have to submit a pickup request with the package carrier to actually get my package in transit and 2) having to call over and over for anyone to see that they had not refunded me until over a month after the order even though they said they did. 
  
  Sincerely,
  
  ***** Worth

  Business response

  02/22/2022

  Hi *****!

  Thanks for your response, and we'll definitely be routing your feedback. In the event you have further questions or requests for resolution please email us at ************************************.

  -Team Spanx

  
  

  Customer response

  02/22/2022

   
  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,
  
  ***** Worth

• Initial Complaint

  12/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I received a Spanx order on Dec 6, 2021 and have been trying since then to contact them to return an item. However the online sight won't accept my order number or email address so I can print out a return label. I have tried numerous times calling the contact number listed on their web page and also the invoice. No live person will answer and I have stayed on the line up to ***************************************************************** circles. How do I get help to return this item?

  Business response

  02/09/2022

  Hi ****!

  We sincerely hate to hear that you did not receive a timely response from our team with instructions on how to process a return. We do have a 90 day return policy, and someone will be reaching out to you shortly to make this right!

  -Team Spanx

  Customer response

  02/09/2022

   
  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

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 2 pair of faux leather leggings from Spanx.com on 11/24/2021. The first shipment was delivered to an address in ******* when my address clearly states ****, ** so the shipment was lost. I called 12/2/2022 and spoke to a representative and she assured me I would get my shipment overnighted to me. That second shipment never arrived. They issued a ***** tracking number and I verified with ***** and they confirmed the tracking number was issued but the package was never given to *****. I called again 12/7/2021 and spoke to another representative that assured me another package was being overnighted since they do not know what happened to the second package. I called again this morning to get a tracking number for the 3rd shipment and they are saying they do not show any shipments. They offered me store credit, LOL!! Why would I take store credit when they can't even get the original order correct. They refuse to issue a refund other than the store credit saying it is their policy. They offer no other resolution but this. I asked to talk to a manager or someone other than the customer service representative that clearly cannot make a decision to satisfy the customer and they said, they do not have managers or anyone above that is not busy at the moment. Spanx.com and *********************** have horrible business practices.

  Business response

  02/09/2022

  Hi ****!
  
  Thanks for reaching out! We definitely appreciate you sending your experience to us, and we'll be sharing the details with our **************** leadership for future improvements. We do see that the second reship our team processed was delivered on 12/14! We hope you're loving your items.

  If you have any additional questions for our team please feel free to reach out to us at ************************************.

  -Team Spanx

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  i placed two express/next business day orders with the company. The 1st order was placed on 11/29/21 (**************) and the second order was placed on 12/2/21 (**************). After contacting spending additional fees for the next business day delivery and contacting the company on several occasions about the orders, the company refuses to cancel the products and refund all fees associated with the products. In fact, when attempting to contact the company again today, their answering service states that they have technical difficulties. What appears to be happening is that the company is promoting a service, express shipping, that they cannot support. Instead of making it right with their customers, they continue to put us off and blame all of their issues on their shipping services, When attempting to track both packages, both have the same status "Shipping label has been created. The status will be updated when shipment begins to travel." which means neither orders have been shipped. I would either like my money including the express fees returned or the items within 24 hours.

  Business response

  02/09/2022

  Hi *******!

  Thanks for reaching out and giving us the chance to make this right for you. We do see that your packages were both delivered, and due to the delay our team refunded both shipping fees. Please feel free to reach back out to our team at ************************************ if you have any other questions for our team.

  -Team Spanx

  Customer response

  02/13/2022

   
  Complaint: 16340518
  
  I am rejecting this response because both expedited shipping fees need to be refunded.  That has not occurred.
  
  Sincerely,
  
  S *************************

  Business response

  02/22/2022

  Hi *******!

  Our apologies - we do see that only 1 of these orders had shipping charges refunded. We've just refunded the additional and sent you a confirmation.

  Please reach out to us through ************************************ with any further questions.

  -Team Spanx

  Customer response

  02/22/2022

   
  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,
  
  S *************************

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order on Tuesday night as still part of cyber Monday special pricing. I immediately sent chat to Spanx telling them I wanted to cancel the order. I placed the order after 8 pm and sent chat immediately after. Reply said they would contact me in morning. I then sent an email again telling them to cancel my order. I then called my credit card company. They said charge was pending. Advised me to call Spanx and cancel order. I received an email saying order was processed and it was too late. I called customer service number. They refused to cancel order. I asked for supervisor. Person only would give me her first name. Said no supervisors or anyone I could talk to. Told me order will not be cancelled. Items were final sale so I did not want them shipping. **************** told me to lie to cc company and say charge was fraudulent! It was not. This is illegal to do or so. Said if fraud. I could stop order. I did everything in my power to cancel immediately. All I want is to cancel this order. Get my money refunded. Items not to ship. Called cc company again. Thru said they can only file a dispute once order ships. But it is Spanx that needs to cancel it out and not ship I understand items are final sale that's why I immediately tried to cancel my order. It was at night. And this order should have easily been stopped. The only number I have is customer service, I called it and a very unprofessional rep spoke to me and refused to connect me to anyone else the person who advised me to report charge as fraud I do not want this order to ship. I do not want my cc company yo put charge through.I have been a loyal customer and this has been a horrible experience for me

  Business response

  02/09/2022

  Hi ****,

  Thanks for reaching out, and we hate to hear about your experience. We would be happy to make an exception for you so that you can get the right size and actually enjoy the products! Someone from our team will be reaching out to you shortly with more details.

  -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. ↩