ComplaintsforShefit

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Their consumer friendliness is a facade and they have nontraditional, borderline-fraudulent policies that are not disclosed on their website. I made a purchase of three bras -- three different "intensity" levels -- and used a gift card ($100) and credit card ($89) to pay for my purchase. This was my very first product purchase and my first time trying the bras. I was surprised that the only one of the bras was comfortable, so I wanted to keep that one, get another just like it, and return the two (uncomfortable) bras from my original order. I contacted the company within the appropriate timeframe and they instructed me to "return" both bras that I didn't want and they would send me an invoice for a second of the bra I liked/wanted. That seemed weird (why not process one as an exchange?), but I did as I was instructed. Only after I sent back the two bras and waited for the refund to be issued did I learn that they only refunded my credit card $29. Meaning that they must have refunded the gift card first and completely ($100), and only then refunded the additional to my credit card. (I say "must have" because there was no communication from them about this.) NO OTHER MERCHANT TREATS RETURNS THIS WAY. Not even Amazon, where when a purchase is made with Gift Card and Credit Card, returns first go back to the credit card, and if/when that total is reached (in this case, $89), then to the gift card or as store credit ($40). I reached out (via email) to explain the situation. (Why would I keep a bra paid for with credit card when I have a $100 gift card?!) I was given the run-around for weeks. The employee I dealt with is either unable or unwilling to help with a solution. So instead of SheFit gaining a costumer for life (and me sharing with the other women in my life, too), they have burned this bridge, all for about $60. The bras are decent, but definitely not worth the hassle, headache, and scamminess of their hidden gift card (and probably other!) policies.

  Business response

  02/16/2023

  ********, We are so sorry to hear that this was your experience. This is not the type of customer support we expect from ourselves and it is very disappointing to see that we fell short of our own standards. While it is true that our shop host, Shopify processes refunds to gift cards first before refunding to any additional payment methods, we know that this does not always make the most sense and we can always make exceptions where it does not make sense to refund differently. Looking at your original order and the request to exchange, there is no reason why we would have needed to invoice you for a new item and return the others for a refund just to honor the price you paid. Our returns system utilizes a 'Shop Now Credit' to apply any discounts your original order had to ensure you do not lose out on your discount with an exchange. The customer support agent did not support you how they should have, and we would like to make this right. Please keep an eye out for an email from us in the next 24 hours so we can correct this for you. We appreciate that you made us aware of this incident and will work diligently with our support team to ensure this does not happen again. 

  Customer response

  02/25/2023

   
  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.

  The company offered a thoughtful and fair/effective resolution to my issue. They stated that my initial experience is not aligned with their policies and that my issue should have been handled differently from the beginning. I am hopeful that my unfortunate experience will help them to improve staff training of policies.

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

*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. ↩