Complaints

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:14/04/2025

  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 order shorts from Xmartial about a month ago now, and when they arrived, they didnt fit me the way I thought they would based off of sizing so I want to return them. Ive been in correspondence with Xmartial for weeks now trying to refund these shorts, but they have been stalling and just offering me a percentage off instead of taking them back and paying me in full. Eventually the workers at Xmartial stopped responding to my emails about the matter and I believe theyre stalking me to say Im outside of their refund policy so they dont have to reimburse me. Originally I was going to buy new shorts from them, however now Im hesitant because of the hold up here because what if I have issues with the next purchase? On top of this, even if I ever get the shipping information to refund them, they want me to pay for the shipping on top of that which I am absolutely not doing after dealing with this.

  Business Response

  Date: 16/04/2025

  To Whom It May Concern,
  Thank you for the opportunity to respond to this complaint regarding Order #******.
  We acknowledge the customer's dissatisfaction and appreciate their feedback. Our team has reviewed the full communication history and would like to offer clarification and context to this matter.
  The customer contacted us to return 2 pairs of shorts due to sizing issues. We promptly responded and offered multiple solutions, including an exchange, a partial refund, or a full refund upon return of the product. The customer expressed a preference for a full refund.
  Since end of March 2025, XMARTIAL is still in the process of transitioning to a new return facility. On March 31, we informed the customer that a new return address would be available within approximately three weeks, and we asked them to hold the return until then. We assured them that a full refund would be issued upon receiving the returned items.
  Due to a lapse in weekend support coverage, there was a delay in our follow-up. To prevent further frustration and in good faith, our support team issued a full refund (excluding the non-refundable shipping fee) on April 15prior to receiving the returned items, which is outside of our stated return policy (see attached "ReturnPolicy_XMARTIAL.png").
  While the customer has now received their desired outcome, we acknowledge that our delayed response contributed to their dissatisfaction. We take full responsibility for the communication gap and are currently implementing improvements to ensure better handling of operational transitions and weekend support requests.
  We trust the attached screenshots demonstrate our transparency and good faith resolution, and we consider the matter closed unless further clarification is required.
  
  Sincerely,
  XMARTIAL ******************************start="2197" data-end="2200">********************************************************
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