Wholesale Underwear
The Underwear Expert, Inc.This business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
04/07/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
In March 2023 I signed up for their subscription underwear service. In my first shipment, one of the pairs had a hole in it. I contacted consumer service on March 23 and they offered to send out a replacement pair. On April 1, I received a package from them, with two pairs of underwear -- neither of which were 1) a replacement for the defective underwear nor 2) even the same style of underwear (the defective underwear was a pair of trunks. The replacements were a pair of briefs and a jockstrap). I immediately raised this issue with customer service the same day and was told that they were not able to ship out a pair of trunks due to inventory issues. I responded that I didn't need a the exact pair, just within the same style (trunks), which is not what was sent. I offered multiple times to return the not-in-kind "replacement" pairs for either a refund/credit or an actual replacement of the trunks I ordered. Their response back was I could send them back but I would have to pay for shipping, which I told them was unacceptable because I was not at fault for what was sent to me. At this point, they stopped responding to my emails and do not seem interested in resolving this matter.Customer response
05/02/2023
Better Business Bureau:
At this time, I have not been contacted by The Underwear Expert, Inc. regarding complaint ID ********.
Sincerely,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.