ComplaintsforSaxx Underwear

Designer Apparel

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Initial Complaint
27/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have purchased saxx for years. In approximately May of 2024 I purchased several pairs of their hyperdrive underwear. The product was causing a rash and wearing prematurely from rubbing and chaffing. I reached out and I was happy when I got a reply quickly. I was instructed to complete a warranty form which I did promptly. I reached back out to try and have their team locate my order number as my order was placed directly through them. Since reaching back out, I have received no responses and I have tried to call their phone line on many occasions, only to get an automated message stating they are closed at this time (normal business hours) and hope to get their customer service levels back up. There was no way to leave a voicemail for them either. Their Underwear was expensive and at this time no one is communicating with me to try and find a solution to my issue.
Business response
27/08/2024
Hello,

We have replied to the ongoing thread with the customer that was initiated on Sunday, 08/25/2024.
We have provided details on the case in question.

Kind regards,

Customer response
27/08/2024

Complaint: 22202034

I am rejecting this response because they are trying to tell me I got the underwear for free. This is not factual. I have two email address and they are city fusing the order they could not fulfill with the one they did fulfill. I have replied to their email thread.

Sincerely,

*****************
Business response
29/08/2024
Hello,
We received the alternate email provided by the customer and were able to locate the order and are currently in contact with the customer and have reached an amicable resolution.
Customer response
29/08/2024

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
23/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
*** attempted to contact **** via phone and email to process a return with no response other than directing me to the return portal. I have submitted my return via the portal but have not received any information regarding next steps or an address to send my product to. I do not want to miss the 30 day return window. The items were purchased on 8/7/24,
Business response
23/08/2024
Hello,
A return label was provided on 08/23 at 8:27AM PST with all the necessary details for return.
Please let us know if you have not received it and we will gladly resend it to you.
Kind regards,

Customer response
23/08/2024

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
07/08/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have sent countless emails, texts and tried calling. My shipment was not received. I asked for a replacement or refund. **** was told was it was delivered. But I didn't get it.
Business response
07/08/2024
Hello *****,

We apologize for our longer than normal response time at the moment. Please check your email for full details on the steps we've taken.

Please let us know if you any further questions.

Sincerely,

SAXX
Initial Complaint
02/07/2024
Complaint Type:
Product Issues
Status:
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.
Purchased 3 pairs of underwear within a month waist bands began to stretch paid over 60 dollars a pair and won't even keep up around waist worst underwear I ever bought and price was unreal how anyone buys these for that price is criminal
Business response
02/07/2024
Hello,

Thank you for taking the time to share your experience. We take great pride in the quality of our products and are very sorry that the items you received did not meet the level we expect.

As we take these matters seriously, we kindly ask that you complete the Warranty Form provided below to initiate the process for our 1-year warranty. This information will also be shared with our product and design teams for review with our manufacturers to ensure we maintain the premium products SAXX is known for.

Please click here to start your warranty claim:
*****************************************************************************************************************;

As a note, we found an email from you dated on April 2, 2024 to which we replied to on April 3, 2024. We didn't receive a reply to that, so we wanted to flag this in case you hadn't seen that reply.

Thank you again for your feedback and for giving us the opportunity to make this right. We look forward to hearing from you and working to find a solution soon.

Sincerely,
SAXX
Customer response
09/08/2024
Nothings been resolved they never even returned my email you can't even put a review about there crappy overpriced products . They need to account for this!
Business response
12/08/2024
Hello *****,

Thank you for reaching out to us regarding your warranty claim. We value our customers and aim to provide the best possible support.

In the inquiry you sent, we received pictures of two pairs of SAXX underwear. However, as outlined in our warranty terms and conditions, we do require proof of purchase within the past 12 months to proceed with a warranty claim. Despite our efforts to follow up with you on two separate occasions, we did not receive the necessary proof of purchase.

Wed like to clarify that the typical price of our underwear ranges from $30 to $40 per pair, depending on the style. We strive to provide quality products that are a good value, and were sorry to hear that your experience didnt meet your expectations.

For your convenience, here is a link to our terms and conditions where you can find more details about our warranty guidelines: ************************************************************************************************************.

If you can provide proof of purchase from within the past year, we will gladly move forward with processing your claim, in line with our warranty policy. Unfortunately, based on the information currently available, the warranty requirements have not been met.

We appreciate your understanding and are here to assist further if you have any additional information or questions.

Best regards,
SAXX
Customer response
14/08/2024

Complaint: 21930633

I am rejecting this response because:
Who keeps underwear receipts for a year? This company's a joke no wear to put reviews of your products 30 to 40 dollars for pair of underwear is consumer fraud
Sincerely,

***********************
Business response
15/08/2024
Hello,

Within the claim is noted the warranty is regarding products purchased from our website. When checking the profile linked to the email address provided the most recent order was placed at the beginning of January 2023, which puts the items outside of our posted 12 month warranty window. Included is a link to the posted warranty policy on our website: ***********************************************************************************************************

We do regret the disappointment this has caused.

SAXX
Initial Complaint
04/03/2024
Complaint Type:
Delivery Issues
Status:
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.
US-******* This package that I ordered on February 5th was lost the first time and after three calls and several emails, a replacement was sent.When the replacement was sent on February 25th, I was told it would be here on February 29th. Tracking said later now March 1st then it changed to March 2nd.By the time of this email March 3rd it has been to some destination two or more times and is still just being passed around my location but not to me.On Sunday when we spoke and also mentioned in an email I ordered this for a Vacation the beginning of March. I ordered it in the begining of February to ensure it would arrive on time. I am leaving on Monday and will be leaving with out it. I will be needing a Return Label should I ever actually recieve this swimsuit. Disappointed,*************************
Business response
05/03/2024
Hello,

Please accept our apologies for the series of inconveniences experienced. Our **************** team has reached out directly to you to suggest a resolution. We will watch for your reply.

Sincerely,

SAXX
Initial Complaint
25/01/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband placed an order for a double pack and single pack of underwear. We received the double pack but not the single pack. I emailed them on 1/13 and did not get a response in their time quoted. I also called on 1/24 and never got a call or email back. This is the second order in the last month we’ve had problems with. **********.
Business response
25/01/2024
Hello,

We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

Please watch for an email from us with a resolution.

Thank you,

SAXX
Customer response
25/01/2024

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
22/01/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello, I placed two orders weeks ago and they have been showing delivered to my address for over a week now without me actually receiving the packages. I've contacted via email and phone all week with 0 replies or answers. I first placed the orders December 31, it's been a total of 21 days of waiting now. I'm beyond upset about the lackluster communication or even attempts of customer service.
Business response
25/01/2024
Hello,

We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

An agent will reach out to you immediately.

Sincerely,

SAXX
Customer response
25/01/2024

Complaint: ********

I am rejecting this response because: They didn't even reply, it's a automated response.

Sincerely,

***** **********
Business response
02/02/2024
Hello *****,

Again we apologize for the inconvenience and unpleasant experience and so a refund for the orders has been processed back to the original method of payment as to not delay this issue any longer. Please allow 3-5 business days for the funds to appear back on your account.

We appreciate your support, and please let us know if there is anything else we can assist with.

SAXX
Customer response
05/02/2024

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
19/01/2024
Complaint Type:
Product Issues
Status:
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.
This company does not make it easy to return a gift. I placed an order early in December, 12/05/2023, for a Christmas gift. The gift wasn't opened until the first week of January and there are only 45 calendar days to return the unwanted items. There is no information for returning the items only that you have to contact the company for the return address. Their phone lines have been tied up and today they are stating they are overwhelmed and cannot take your call. All you can do is send an email and it will be at least five days before you hear back. The 45 days will be over by that time. This is a US order. This is very inconvenient and I've never run into such difficulty with any other company. I will not be purchasing in the future if I'm unable to complete this return.
Business response
25/01/2024
Hello,

We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

An agent will reach out to you immediately to resolve this situation.

Sincerely,

SAXX
Customer response
25/01/2024

Complaint: ********

I am rejecting this response because:
This company does not provide you with a return address or information on how a return can be made. On their website it states a return must be made within 45 calendar days. There is another statement, outside of the return information, that returns can be made until January 31, 2024. I don't know if my Christmas gift purchase made on December 5, 2023 can be return for a refund.

Sincerely,

****** *****
Business response
25/01/2024
Hello,

We're sorry to hear this. Last week, an agent spoke with someone at your phone number and let them know that a full refund had been processed for your order US-*******. We just tried calling you now but weren't able to get through, so sent through an email to discuss further. We look forward to resolving this case in full and will watch for your reply to the email.

Sincerely,

SAXX
Initial Complaint
19/01/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Jan 09 2024 I placed an order total $139.21 for 6 pcs of underwear. It was delivered Jan 15 2024, short 1 pc. I emailed and called them to let them now with no response at all. No email back or message at all. #********** Is the order number.
Business response
25/01/2024
Hello,

We sincerely apologize for this situation and are committed to return to our normal service times as quickly as possible.

An agent will reach out to you immediately to resolve this situation.

Sincerely,

SAXX
Customer response
25/01/2024

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
15/01/2024
Complaint Type:
Customer Service Issues
Status:
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.
-Placed an order January 2, 2024 (Order CA-*******) -Received order on January 8 -Item does not fit -Emailed to request an exchange on Jan 10th -Auto response received saying will respond “as quickly as possible” -No response in 48 hours -Emailed again on Jan 10th -Tried calling toll free number 1-844-877-7299 multiple times during business hours and the general voicemail message says their office is closed -No contact on any level in over a week
Business response
16/01/2024
Hello,

We are truly sorry for this experience and extended response time. You should never have had to follow up on your initial exchange request.

An agent will reach out to you directly to discuss this further.

Sincerely,

SAXX

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