Business Profile

Lingerie

EBY INC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for EBY INC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

41 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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:04/23/2025
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.
I ordered a bra from them. I received it, didnt fit, their return policy states that if its the first purchase, the return is free and no stocking fee. It says to JUST email them. Which I did, but they never answered me after 3-4 emails. No phone number to call. I am only able to go on their website and exchange it or get a gift card with out losing half my money with the ridiculous return fees they have. Apparently Im not the only one who has experienced this. I cant leave a review because obviously all their reviews are fake. This company lies and scams. I actually dont want them having my money and purchase, and want a full complete refund. Very disappointed with this companies customer service.
Business Response
Date: 04/25/2025
Thank you for bringing this to our attention. We sincerely apologize to *** ********* for any inconvenience she experienced while trying to contact us and appreciate the opportunity to clarify the situation.
After investigating the matter, we found that *** ********** emails were unfortunately routed to our spam folder, possibly due to AI moderation filtering content that may have included flagged or offensive words. This is certainly not the experience we aim to provide, and we deeply regret that her messages went unanswered as a result of this technical issue.
Upon review of her order, we can confirm that *** ********* submitted a return request, not for a store credit or refund, but for an exchange of the item in a different size and color. This request was successfully received and is currently in process. As per our return procedure, once the original order is dropped off at the post office and scanned, the replacement order will be released immediately.
We want to emphasize that our return policy, including the steps to request an exchange or store credit, is made readily available through multiple touchpoints: on our website, in the order confirmation email, in the customers account page, and within the order tracking link. This is how *** ********* was able to submit her return request successfully, despite our missed email communication.
We value our customers deeply and always aim to provide the best shopping experience. While we take our policies seriously, we are always willing to go above and beyond to make exceptions when necessary to ensure customer satisfaction. In this case, although we were not able to respond to *** ********** initial emails due to a technical matter, we are continuing to process her exchange promptly as requested.
We hope this explanation helps clarify the situation. Should you or *** ********* need further documentation or support, we remain fully committed to resolving any concerns fairly and promptly.
Initial Complaint
Date:04/21/2025
Type:Customer Service 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 purchased 4 bras in late March. I tried them on and decided to keep 1. I have been trying to return the others since April 5. I have emailed support and received no response. I have tried using the return portal but am only given the option of an exchange, not a refund. I am within the return window and am happy to pay reasonable return shipping. I experimented with the portal for various combinations of items being returned but get a message that neither return option (store credit or refund) is available.
Customer Answer
Date: 05/16/2025
Better Business Bureau:

At this time, my complaint, ID ******** regarding EBY INC has been resolved.
(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

*** *****
Initial Complaint
Date:04/01/2025
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 placed an order for 4 bras and 3 underwear on March 19th. I do not like the bras and have requested a return for them. They require returns to go through their website however when I attempt, the website only allows for an exchange, which I am not interested in. These bras were purchased outside of a sale and should be eligible for a return according to the website. When I try to reach their customer care team through email or chat, I only receive automated responses. This is in reference to order ******
Business Response
Date: 04/02/2025
We are writing to formally dispute this claim submitted by ****** ********. Below are the relevant details of the transaction for your review:
***** ******* ****** ***** ***** ***** *** **** ******** ***** ********* ***** *** **** **** ***** ******** ******* **********************
Upon investigating this claim further, we discovered that the customers concern revolved around a return policy and our customer support team has been actively assisting the customer in resolving this matter. (Please see attached documentation for reference.)
To provide further context:
The item was purchased during our Flash Sale event, which featured exclusive discounts. As clearly stated on our website and product pages, items purchased during this Flash Sale are only eligible for store credit or exchanges. This policy ensures availability and fairness for all customers during limited-time promotions.
Despite the outlined policy, we take customer concerns seriously and are willing to make exceptions to ensure satisfaction. In this case, we offered the customer assistance in processing a return and issuing a refund. Unfortunately, the chargeback filing restricted us from proceeding with the refund directly, leaving only store credit or exchanges as viable options under the circumstances.
We hope this information clarifies the situation and demonstrates our commitment to providing fair and transparent resolutions. Should you require any further evidence or documentation, please do not hesitate to reach out to us.
Initial Complaint
Date:04/01/2025
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 placed my first order with Eby on March 9th. I ordered a few different models to try as they promise free returns on your first order if it doesn't work out as long as tags are still attached. The items are elligible for return until April 25th. After trying the items and realizing that they did not fit, I tried to start a return on March 30th and March 31st. the return link/website is not easily available on the site and when I tried to return, they only provide options for exchanges in size and models, neither of which I want. there is no button to return for a refund. once I emails support, it states that if I do want to return, I have to follow the steps I had already done AND they would charge $6 for the return. Shady practices all around. I have filed a dispute on the charge.
Business Response
Date: 04/01/2025
Thank you for giving us the opportunity to address this matter regarding our customer, ******** *****. At **********************, we deeply value transparency and customer satisfaction, and we want to ensure the complaint is thoroughly reviewed.
The customer placed her first order with us on March 9th and attempted to initiate a return on March 30th and March 31st. Upon reviewing our records, we found the following:

In addition, EBY's Free Returns policy applies to first-time orders as long as the items are unworn, unwashed, and have their tags attached. This policy is clearly stated on our website. The customers items remained eligible for return until April 25th. Unfortunately, as *** ***** filed a chargeback immediately following her order delivery, this action prevented us from fulfilling her refund request.
It is important to note that we always aim to resolve customer concerns fairly, even offering exceptions when necessary to accommodate unique situations. In this case, we had offered *** ***** a refund exception, but due to the chargeback filing, we were restricted from issuing the refund directly.
We hope this clarifies the situation and demonstrates our commitment to upholding transparent policies while seeking a fair resolution. Please do not hesitate to reach out for additional documentation or clarification.
Thank you for your understanding and support in this matter.
Initial Complaint
Date:04/01/2025
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.
I purchased items from the company and reached out to cancel via their email as they requested. Three days went by with no response and at that time they stated it was not possible to cancel the order. I am now ready to return the unused items and their return process is cumbersome and is trying to coerce me into exchange or "store credit".
Business Response
Date: 04/01/2025
Thank you for allowing us the opportunity to address this matter. We value our customers deeply and always aim to provide the best shopping experience. Below are the details surrounding this complaint for your review:

The customer participated in our recent Flash Sale event, which featured exclusive discounts. As clearly stated on our website and product pages, items purchased during this Flash Sale were eligible only for store credit or exchanges. This policy is in place to ensure availability and fair access to these limited-time offers.
Upon reviewing the customer's situation, we noted the following:

We take policies seriously but are also willing to go above and beyond when exceptions can be made to ensure customer satisfaction. Unfortunately, the chargeback prevented us from issuing the refund, leaving only store credit or exchanges as viable options under the circumstances.
We hope this information clarifies the situation. Please dont hesitate to reach out if further documentation or evidence is required. We remain committed to resolving issues fairly and promptly.
Thank you for your understanding and support.
Initial Complaint
Date:01/23/2025
Type:Customer Service 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 few products, received half in mail, missing half, the products I received were supposed to be the same size but clearly different sizes, horribly quality. Zero response from business. Seeking return:refund.
Business Response
Date: 01/23/2025
Weve reviewed the customer's order and confirmed that all six items were shipped via **** and successfully delivered to her on January 16. If there were any missing items or issues with her order, we have not received any communication from her to report such anomalies or complaints. Please know that we are always here to assist, but we rely on our customers to notify us of any concerns so we can address them promptly.
Regarding the fit of the items, wed like to clarify that bralettes and bras are designed differently. Bralettes, by design, tend to run smaller for a snug fit, while bras may feel slightly more generous in sizing. This difference in construction can sometimes affect how the sizes feel, even if they are labeled similarly.
Customer Answer
Date: 01/24/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I have reached out to EBY via the email they said to and have not received any response from the vendor. See attached emails as proof. Id like to return the three bras that I did receive which feel plastic and do not fit like any normal bra.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

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

Business Response
Date: 01/28/2025
Dear BBB Representative,

We are responding to the customers claim regarding unanswered emails and the return process.
After carefully reviewing our records, we found no communication from the customer in our system. The customer have sent emails to *****************************************************************, which is not our support email address. Our official email address for customer inquiries is ******************************************************************************.
To assist customers, our return instructions are readily available on:
Our website at Return Portal.
The order confirmation email sent to the customer.
The tracking page linked to the customers order.

As of today, we have proactively sent an email directly to the customer, providing detailed instructions on how to return her order for a resolution.
We apologize for any confusion and are committed to resolving this matter promptly.
Sincerely,
The EBY Team
Initial Complaint
Date:01/21/2025
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.
Placed order #****** on 12/22/2024. Order was for two items: 3D Precision Bra and Deep Ocean Bralette. On 1/13/2025, I received the 3D Precision Bra, but not the bralette. I have emailed the company on 3 separate occasions for this particular issue and have had ZERO response to my inquiry. I would also add that I reached out a number of times before I received the delivery of the one item I received and also never heard back. The tracking number they provided to me seemed stuck at **** and again, zero response to a customer inquiry. Worst customer service I have ever experienced.
Business Response
Date: 02/05/2025
We sincerely apologize for any frustration the customer experienced and appreciate the opportunity to clarify the situation.
We have responded to the customer's emails, as evidenced by the attached email conversations. Additionally, we have processed the following refunds related to her complaint:
$50.17 was refunded on January 21, 2025, at 8:04 AM to address the missing item.
$59.99 was refunded on January 17, 2025, at 3:10 AM for the returned product.
The only remaining charge on the order is the $6 shipping fee, which was paid directly to **** and is non-refundable.
We regret any miscommunication and assure you that we are always committed to assisting our customers as efficiently as possible. Please let us know if further clarification is needed.
Initial Complaint
Date:01/15/2025
Type:Sales and Advertising 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.
After a long delay, I finally received my order for multiple identical bras in different colors. I order a lot because I had a discount and I figured if I liked them, great, and if not, according to the website, I could get a refund as long as all the tags were attached and within a specified time frame. When I went through the lengthy process filling out the return request, I couldn't seem to get it to work. I contacted the company by email and was told that my discount was a clearance and there were no refunds. I responded that I never saw anything that informed me of that, and wanted a refund (it's over $300). I was told sorry, I could just get a gift card or other products from them. I don't want to have anything further to do with this company.I looked up their phone number and called it. The person answering the phone immediately said "This is not the bra company." Apparently, this number is getting inundated with calls from angry customers. She said the ********************** bra company had disconnected their phone to avoid these calls. All I've been able to find is customer service emails that I believe are AI.
Business Response
Date: 01/30/2025
Good day!
We completely understand the customer's frustration regarding our exchange-only policy during the End of Year Sale, and for that, we sincerely apologize. Our intention is never to cause inconvenience but rather to offer the best possible discounts while maintaining a sustainable business model.

This policy was clearly noted in the End of Year Sale banner on our website during the sale and in our FAQ section. By limiting refunds on deeply discounted items, we can pass on greater savings to our customers while still allowing for flexibility through exchanges or store credit. We certainly understand that this may not have been what you expected, and I regret any confusion this may have caused.

That said, we want to make this right for her. As a one-time courtesy, we are willing to offer an exception in this case. Customer needs to check her email inbox, as we have sent her details on how to proceed.

I also want to address her concern about our phone support. While we do not currently have a phone line for customer service, our support team is 100% human and works diligently through email to assist every customer as quickly as possible. We truly care about your experience and are here to help.

Please feel free to respond to our email so we can work on resolving this to her satisfaction.
Customer Answer
Date: 01/31/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

I will accept this response when I receive the promised refund to my credit card. I believe the company is awaiting receipt of my returned items and will issue a refund following that. I just sent the package back to them today so it may take several days to process the refund. Until that happens I don't want to close this case.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

**** *******-*****
Initial Complaint
Date:01/15/2025
Type:Sales and Advertising 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 had canceled a subscription with this company months ago. Weeks ago, I received an email that items had been shipped to which I immediately responded that I didn't want the items and that I had canceled the subscription. I did not hear from the company and received the items. I have not opened the package and have sent over 12 emails without receiving a response. On their website, they do not allow me to receive my money back. I need for someone in this company to write it call me. It has been weeks and no one teaches it to me. I don't want the items and I want my money back.
Business Response
Date: 02/02/2025
We appreciate the opportunity to address this concern. The customers order was processed on December 27, 2024, at 12:28 AM, and the cancellation request was received on January 14, 2025after the order had already been shipped.
Our records show that we refunded the customer in full and also advised that she could keep the last order for free as a courtesy. We understand how frustrating this experience may have been and sincerely apologize for any inconvenience caused.
Additionally, our team has responded to the customers inquiries and provided assistance regarding her subscription. We take customer satisfaction seriously and are committed to improving our communication to ensure timely responses.
If any further clarification is needed, we are happy to provide additional details.
Customer Answer
Date: 02/05/2025
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 and the matter has been resolved.

Sincerely,

***** *********
Initial Complaint
Date:01/09/2025
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 originally filled out a form on their website asking them to replace an undergarment that was not the correct type for my subscription. There was no response.Then I filled out a survey about the subscription and got a response saying that they were overwhelmed by the holidays and to go on the website and send pictures. I had already done that once and then did it again on 1/4/25. The online website communications cannot be provided below because they were completed on their website and not in email. However, the separate emails I have sent are submitted below.I have tried to call them multiple times but the published customer service number is not a good number. It rings and rings and then disconnects ************* this point I am choosing to end my subscription. I am asking them to do that, they should not be able to DECIDE when they get to do this.
Business Response
Date: 02/04/2025
We appreciate the opportunity to address this concern. After reviewing our records, we can confirm that the customer's subscription was successfully canceled on January 9, 2025 as requested.

Additionally, we have not received any communication from the customer using her registered email address ******************** We always encourage customers to reach out through their registered email to ensure we can properly locate and assist with their requests.

Regarding the replacement request, we are unable to verify any submitted forms or emails under the provided email address. If the customer can provide additional details, we would be happy to further investigate and assist.
Customer Answer
Date: 02/04/2025
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 and the matter has been resolved.

Sincerely,

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

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EBY INC is NOT a BBB Accredited Business.