Complaints

This profile includes complaints for Andra Group, LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Andra Group, LP

  8941 Empress Row Dallas, TX 75247-3905

• 

  Andra Group, LP

  1295 Majesty Dr. Dallas, TX 75247

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:03/05/2025

  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 international order (Confirmation # GE7018735895US) with HerRoom.com on Nov-****** but shipment was delayed due to the unavailability of some items. I contacted HerRoom.com on Nov-26 and learned that an Instant Teal 2X Modern Full Coverage Boyshort was then the cause of the delay and agreed to cancel this item so that the other available items would be shipped. HerRoom.com immediately granted a refund for the price and associated shipping and taxes for this cancelled item. When the parcel (Shipment Order # **********) arrived, it was missing another item, the Black 3X Elila Cheeky Stretch Lace *******, and this missing item had been crossed out on the item list included in the parcel.I contacted HerRoom.com and requested a refund for this second missing item but the Representative first insisted that I had already received the refund then eventually refunded two amounts on Dec-10 and Dec-20, which I think together represent the difference between the combined price of the two missing items and the initial refund dated Nov-26.I have tried explaining via chat, telephone calls and emails (with screenshots of all the relevant details attached) that the total value of the refunds I received does not cover the total value of the missing items plus the related shipping, duties and taxes but to no avail.

  Business Response

  Date: 03/31/2025

  Hello it appears that Global E did not allow us to refund the duties and taxes on this order. 

  Customer Answer

  Date: 03/31/2025

  I am rejecting this response because:   I conducted business with Herroom and I don't believe that the failings of their agent or intermediary relieves them of the obligation to resolve my matter.

  I have already been inconvenienced by HerRoom's error and the significant time this matter has demanded due to the failings of and dismissals by HerRoom's Representatives. I cannot perceive how HerRoom could think that this response could be considered appropriate or acceptable by any stretch of the imagination.

  Customer Answer

  Date: 04/15/2025

  Good Afternoon,

  I have shared the details of my previous communication to demonstrate how uncooperative HerRoom has been and to confirm that they were capable of processing refunds without Borderfree.  It is unfortunate that my purchase and my patronage are of so little significance to them.

  Missing from the attachments I shared are my follow-up on Dec-******* and Jan-2-2025, to which I received no acknowledgment or response from HerRoom.

  Thank you for your efforts in this matter.

  Regards,

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

• Initial Complaint

  Date:02/13/2025

  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.

  On October 9, 2024 I made a purchase for my partner through HisRoom.com, owned by Andra Group. The item was on back order at the time with an expected restock of October 31. On November 6, I inquired about the status and was told that it was still back ordered but they had the same product in a different color, and asked if I wanted that instead and I said yes. The item arrived soon after, but it was definitely not the same product and had a different SKU. I brought this to their attention and asked for a refund and they said since it was past the return date they wouldnt take it, except they counted the return window starting from the purchase date and the item didnt even arrive until after the window closed and they are not returning my emails. I want the amount I paid refunded.

  Business Response

  Date: 02/18/2025

  Hello ! We advised you to email us pictures so we can closely examine the item you received. According to the pictures that were provided, you were sent the correct item. The *** number that you are look for to confirm is  882700319398. Please contact us and ask for the supervisor Pearl and she can assist you. 
  
  

• Initial Complaint

  Date:02/10/2025

  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.

  On 12.13.2024 I ordered 2 sports bras and one of the bras did not fit. On 1/10/2024 the item was returned unworn with the tags still on the item. I did not hear back from herroom.com for nearly 3 weeks and I tried to track the item down & was finally able to speak to ************** told me that they could not accept the return because it was worn, the tags were missing & it had a smell to the item. I was shocked as I only tried on the item to check the fit. I did not remove the ********* had no smell when I shipped it back to them via **** I found it be very odd that they never notified me that the item had arrived at their *********** had to track the item down to find out if it was even delivered to them safely. I spoke to two ******** service ***resentatives who were HORRIBLE, RUDE, and 100% unprofessional. Extremely aggressive & would not allow me to speak to their managers. I asked them to please verify that we had the same item. The 1st ******** service *** read back the wrong SKU number that was different from the order form that they gave me. Then she back tracked and said that we had the same number it was disturbing. Her name is Pearl she was horrible on the phone and extremely rude & very aggressive. Then I called back and spoke to ****** she was also useless & said they would investigate the issue but could not help me as I returned the item that was damaged. I requested a picture of the item just to confirm that it was the correct bra they could not send me picture nor could they confirm that we had the correct tracking number. THEY STOLE MY MONEY. And then they lied and said that I damaged their product. They never notified me that my packaged arrived nor could the confirm that we were discussing the actual item I purchased. The entire company is a scam with horrifically aggressive and angry employees. They need to be investigated because there are several post on the Instagram page complaining about the awful service they provide. Its appalling!!

  Business Response

  Date: 02/18/2025

  Hello ! We completed a second inspection on the returned items as insisted. 

  You were issued a refund for the returned item. 

• Initial Complaint

  Date:01/15/2025

  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 have reached out to this business for over a month now about a bra that they have and will not refund me stating that the bra is damaged. The bra was not damaged when I returned it and now they want me to pay $10 after I already paid $12.73 to send the bra back *****. First they told me they did not have the bra and then I filed a claim with ***** only days later to find out they had the bra and now they are telling me it is damaged. I would have never paid shipping on a bra and return it if it was damaged. Now they are telling me my refund is no longer approved and that I have to pay them $10 to have them ship it back to me or donate it. If the bra is damaged then why would it be donated. I am requesting that this company refund me my money that I spent on this bra or ship it back to me. I have asked several times to speak with a manager, but the associate ****** said that she would put in a request and yet no one has called me and it has been weeks.

  Business Response

  Date: 02/18/2025

  Hello ! We apologize for the experience you had with us. We reshipped the item back to you free of charge. We were unable to accept the item because it was returned to us in a used condition. 

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   I paid shipping to send the item to herroom it took them almost 3 months to respond back to me and all of the people I spoke with their were NASTY to me. The Bra was not used at all as I have the bra back and it is in excellent condition. If it was so damaged why would they want to donate it. I had a horrible experience and plus I lost money from the purchase of the bra to the ***** shipping cost that I paid to send the bra back. ****** was nasty and very condescending when I spoke with her amongst the other employees

  Business Response

  Date: 02/18/2025

  Item was returned in unsaleable condition.

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   The only thing that was missing was the tag and that was it! The company handled this situation very unprofessional. I had to send numerous emails to get a response in which I can provide 

• Initial Complaint

  Date:12/11/2024

  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 Bras on October 16, 2024. The HerRoom Business blocked my IP address, so I canot not log in to their site. I have called every two weeks; the last call was today, December 9, 2024. I was promised refunds and returned phone calls but to no avail. I gave the company my IP address so they could fix the problem. I fear this is a scam company. The customer service phone number works, and someone eventually picks up, but they are rude, dismissive, and unhelpful. Most importantly, I was promised a return phone call and a refund, but I have not yet received any help.

  Business Response

  Date: 02/18/2025

  Hello ! It appears we issued you a full refund on  12/09/2025 

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to file a complaint against Herroom regarding my recent purchase of bras. I ordered several items, but unfortunately, they did not fit as expected. I promptly returned the bras for a refund in order to reorder the correct size.However, I was informed that I am ineligible for a refund/exchange because I removed the tags from the bras. I was shocked by this policy, as I believe it is necessary to remove tags in order to assess the comfort and fit of the items. The company's response suggested that I either pay for the return shipping or donate the bras, which I find unacceptable.I was not aware of this policy prior to my purchase, and I feel that it is unreasonable and not clearly communicated. This experience has been frustrating and has left me dissatisfied with the service provided by ******.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 recently purchased a number of bras from HerRoom.com. When I received them I tried them on and found that none of the bras fit. I immediately placed all of the bras back in their original packaging and mailed them back the following day. I received an email today stating that one of the bras was "damaged - had gold glitter on it" and they would not be returning my money. I immediately called customer service because not only did I not wear any of the bras, I avoid glitter like the plague. I don't use any cosmetics with glitter, I don't do crafts, I seriously will not bring anything with glitter on it into my house because it gets everywhere. This is how I know for a fact that ******* is lying about the damage. After speaking to customer service and being told that there really isn't much they can do, I did a web search for problems with ******* returns and there are posts all over Reddit and ****** about this exact thing happening to others. This is a known scam by ******* to keep money they are not owed. I have also filed a dispute with my credit card company because I feel strongly that this is fraud. All I want is a refund for an item that I returned in the exact condition I received it in and returned it within 24 hours of receiving it.

• Initial Complaint

  Date:04/14/2024

  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.

  On March 12,2024 I purchased 4 pantyhose (3-nude 1X:1-black 1X. Order # ********** in the amount of $49.43.I emailed them on March 13, 2024asking for the order status notification and they responded March 18, 2024 stating my order was delayed until April 8, 2024. I then emailed them the same day stating if I had known there would be delays, I wouldn't have ordered. On March 31, 2024 still hasn't received so I sent email asking to cancel my order. There was no response so I sent follow up email on April 2, 2024 asking them to reply. They replied on April 3, 2024 stating order was delayed again due to arrive week of April 11, 2024. It is now April 14, 2024 and still order not received. I sent email today April 14, 2024 at 8:49 am to cancel order. I received response at 8:49 am stating they are looking into my request.Unfortunately, I believe this is a scam company that has false website and would like assistance in rectifying this issue.Thank you,*************************

  Customer Answer

  Date: 04/15/2024

  Hello,  today I received an email response from Her Room and they have agreed to finally refund my payment.  Therefore, I do not need to proceed with the complaint for payment but feel they need to be investigated as an actual business.

  Thank you,

  ***********************;

• Initial Complaint

  Date:02/14/2024

  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.

  On November 18th, 2023, I placed an order for 4 bras from HerRoom.com (order number **********). The defective bra was $52.00, however I spent a total of $197.71. I waited for over a month for them to arrive. I even had to reach out to the company as the date advertised on their website as the date of arrival (December 23, 2023) had already passed and I STILL had not received the bra. Once they finally arrived, I was able to wear one of the bras a total of 3 times before the underwire of the bra began to break through the material and cut the skin of my armpit. I reached out to the company via their customer service email, but was told the company could not guarantee their product would last longer than 30 days. I am requesting that this company, HerRoom.com, do the right thing and send me a replacement bra as their product was CLEARLY manufactured incorrectly. The company made no effort to resolve this issue.

  Business Response

  Date: 02/14/2024

   we cannot guarantee product performance indefinitely. All our garments eventually wear out. And, how they are washed and worn is unfortunately outside of our control.
  We have given your request consideration, but have concluded that your item has no manufacturer defect. We do not warranty an item once it has been used/laundered and has been in yor posession for more than 30 days and past our stated return policy. As our return policy outlines, a garment must be in resaleable condition to be accepted back for a return or exchange. I hope this answers your question.

  Customer Answer

  Date: 02/14/2024

  I am rejecting this response because:   While I understand that a product will not last until the end of time, I disagree that the company cannot guarantee a product lasts for more than 3 wears. The product was very obviously manufactured incorrectly. As you can see clearly in the photo, one VERY THIN piece of mesh fabric was supposed to keep a SHARP metal piece from cutting me. I WAS INJURED BY THIS PRODUCT! PLEASE do the right thing and exchange this useless product for one that was manufactured CORECTLY. 

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  On January 27, 2024, I purchased 2 bras from herroom.com. The total cost of the bras was $22.40 plus $7 shipping, the total was $31.16 with tax. When they arrived, I tried one of the 2 on but had to remove the tags because they were in the same spot I just had lumpectomy. I purchased these bras in preparation for my upcoming radiation as a recommendation. The bra was way too tight. I sent them back using **** asking for an exchange for a larger size. I had to pay for the shipping. I emailed the company to find out if the items were received. They notified me that not only would they not exchange them but they would only offer a partial refund of $4 for both items. I still have not received even that in my account.

  Business Response

  Date: 02/13/2024

  Issued full refund for item that was accepted for return.

  Customer Answer

  Date: 02/13/2024

  The bra that was considered unacceptable had the tags in the bag and was tried on. I want a full refund for both bras. 

  Customer Answer

  Date: 02/13/2024

  I am rejecting this response because:  I asked to exchanged the products for a larger size and instead they told me they would only refund. Then I was told that one of the bras was not acceptable. They issued a refund for only one of the bras. I would like a refund for the other bra or for them to return the smaller bra since I paid for it. The lack of exchange/return transparency is unethical and unacceptable. 

  Business Response

  Date: 02/14/2024

  Issued full refund for the item that was accepted back for a refund. 

  Customer Answer

  Date: 02/14/2024

  I am rejecting this response because:   It was an $11.20 bra and received $7.42 as full refund. This does not make sense. Thank you. Please refund full amount.