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:24/01/2025

  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 ordered 2 Tuxy during their Black Friday sale and gave them as Christmas gifts. The receivers of the gifts did not care for them so I mailed them back right after Christmas. This was within 30 days of delivery. I sent an email to customer service on 12/25 explaining the situation and got an automated response that they would not be available until after 1/2 due to the holidays. That is the only response I have received. I have since sent at least 5 emails that were all kicked back stating that email address does not exist. I have logged into their online chat almost daily. I sent a message on ********. All of these ways to communicate are suggested on their website, but none of them are working. I would like a refund for the items.

• Initial Complaint

  Date:23/01/2025

  Type:Billing 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.

  Was sent the wrong product and have send 5 messages to their support email which auto replies with "undeliverable". Have chatted with bot and messaged on social media with no response. This company is fraud.

• Initial Complaint

  Date:22/01/2025

  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.

  Hi,
  
  I ordered a product from Tuxy*** on December 27, 2024. Order ****** for $79.99
  Product ran too large so I initiated an exchange on their website.
  Product was returned and an email notification of receipt was sent to me on January 8, 2025. Return *********
  Since this time, I have received no notifications of an exchange product being sent to me. The contact email *************** resolves with an error indicating the address not found.
  The phone provided for contact ************ rings then goes to dead air. The chat feature on the website goes unanswered. My current chat has been pending now for over 45 minutes.
  At this point, I would like a full refund of the $79.99, I no longer care to receive the product.

• Initial Complaint

  Date:03/12/2024

  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 purchased a Tuxy order ***** on October 19 for $156.93. I received the order and returned it immediately (it was way too big). The tracking number is **********************. It was received by Tuxy on November 4. I have reached out multiple times to see if my refund is being processed, but never received a response. The website states that this should be taken care of in 14-21 days, which has passed. I have found their customer service to be vague and unresponsive throughout my ordering process. I would like my refund!

  Business Response

  Date: 13/01/2025

  Hello,

  
  

  I am very sorry to see we had missed responding to a complaint! After looking into this, the order number for J******* ****** was U******* and this order was placed on October 7th, 2024. This order was flagged as medium risk by S******* so we reached out to the email on file provided by the customer to have them verify that the order was not fraudulent, and they verified it was them who placed the order, however they then followed up to request that we cancel the order, which we did. This customer was refunded the cost of their order. Please see the 2 screenshots attached, one showing the timeline notes on their order which tells when we refunded and canceled the order, and the other showing a general screenshot of their order (items, date, risk assessment, status, etc.).

  
  

  Customer Answer

  Date: 16/01/2025

   I am rejecting this response because:

  The order referenced in Tuxy's response was not mine - it was for someone named J******* ******. This company is a mess! 
  
  
  

  
  

• Initial Complaint

  Date:17/10/2024

  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.

  I placed an order with them on October 7 received a confirmation email from them on October 7 that they received my order. They charged my card on October 8 and have not sent out any tracking information or any other information about my order. I have reached out multiple times via email over the last couple of days trying to get information about my order and they have not sent anything. I am currently out almost $500 for the things that I purchased from them. And I’m just trying to get my money back or the items that I paid for.

  Business Response

  Date: 20/11/2024

  Hello,

  
  

  I am very sorry to see we had missed responding to a complaint! After looking into this, the order number for J******* ****** was ******** and this order was placed on October 7th, 2024. This order was flagged as medium risk by ******** so we reached out to the email on file provided by the customer to have them verify that the order was not fraudulent, and they verified it was them who placed the order, however they then followed up to request that we cancel the order, which we did. This customer was refunded the cost of their order. Please see the 2 screenshots attached, one showing the timeline notes on their order which tells when we refunded and canceled the order, and the other showing a general screenshot of their order (items, date, risk assessment, status, etc.).

  
  

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

• Initial Complaint

  Date:25/03/2024

  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.

  Ordered a Large Black/Grey Tuxy Suit ($230.99 AUD) which when arrived was far too small so contacted the company & was issued a return authorization slip stating Order Number: 43356, Order: #******** & RMA: ********. Return type: Refund & Return Reason: Too Small. Paid extra for return shipping $52.30 postage. As myself & parent made the order my parent reached out to the company with no response multiple times with then a vague response of we don't have record and nothing we can do to silence. On the 6th of Feb I reached out via ********* & finally received a reply only to go silent again. 11th of Feb messaged via ******** automatic response no reply. 13th of Feb after mutiple message I received a response again asking for the same details in the chat above, extremely frustrating almost to make me give up. Then sending details again no response until I followed up the 26th of Feb I received another message asking for the exact same details a 3rd time. No response. Mutilple more messages I finally received a message from Opertations Manager now saying that the never received the item & that due to their timeline they are unable to refund orders but offered a code that did not work for less value of the initial suit that we originally purchased not even including postage. After checking reviews I can see this is either a common issue or a complete **** when they keep you money & issue no product. Once again silence from customer service I followed up again 27th of Feb to receive another message asking for details starting a square one again. Then received a message that opertation manager ******* has already state that they cannot refund because it is "too far out" & then replied again to no reply. Now we have no product, no resolution again no communication & I've wasted countless hours trying to contact them. Happy to loose the postage but want a refund of my product which we never received. It feels as if customer service try make it difficult so you give up.

  Business Response

  Date: 25/03/2024

  This customer had stated they shipped their item back to us, however the tracking information they provided us with does not show any movement on the package and unfortunately an investigation at our warehouse resulted in no package being found attributed to a return from this customer. I offered to initiate a refund despite us not having any evidence that the package had actually been received as returned to our warehouse, however the original transaction is much too far outside of the range to allow ******* or ****** to take such an action. I have attached screenshots related to the communications and tracking information. 

  Regarding the value of store credit I offered as an alternative, it is the same value they would have received as a refund in USD, since we do not reimburse international customers for their return shipping costs, and the ******** shipping insurance you can see on the screenshot provided of their order is also non-refundable.

• Initial Complaint

  Date:13/03/2024

  Type:Service or Repair 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 a tuxy suit and had it come in January 10th. I tried it on for legitimately 5 min and decided I didn't like it like i thought I would. It was too big and itchy so I decided to return it. I packaged it up and tried to start the return using my order number. I tried everything I could think of but the website would not recognize my order number until I contacted customer support and later in the month after talking to them it magically worked when I did the same thing. I sent the tuxy suit back in the exact same condition it was recieved. I confirmed the order arrived at the warehouse on Feb 2nd. The policy asks for 14-21 business days for inspection of the product before return is submitted. I almost forgot about this because I expected a refund to be processed without me having to follow-up. 27 business days later I see no refund and no communication from tuxy. I sent a message on March 12 and the response I got is in a photo below. Said the product was damaged by zooming into the tiniest white dot next to the right pocket that doesn't look like a stain. So they apparently get to keep the item and the money and just make up a reason for it. I question the business practices of tuxy. I feel they have not been honest, ethical, fair, etc. What they did feels very underhanded and shady. I feel I should be due a refund because I paid to ship the tuxy back and it was in the condition it was recieved. I did my part and tuxy did not honor theirs. Instead I feel they did things to make it harder and hinder a return and hinder them giving out a refund. I feel they made up a random excuse to say it was damaged so they could keep the money and the tuxy. I feel they purposefully did not send me communication telling me they weren't giving me a refund so that I would forget about it and they could get away with it. I feel like it's sketchy the website wouldn't let me return the item until I contacted them first as if they had it unactivated to discourage returns.

  Business Response

  Date: 25/03/2024

  We are sorry this customer had a negative experience with Tuxy! This customer initiated a return for refund and was given a pre-paid return shipping label generated from our carrier account, and once the warehouse received and inspected the product it was found to have a small stain on the suit, therefore deeming it having been received in used condition instead of the brand new condition it was shipped to the customer in. After taking the steps to notify the customer of this outcome the customer was unhappy so this case was escalated to myself for review and I decided to waive our policy given that the damage was fairly small and wanting to leave things with the customer on a positive note. At the time we advised the customer that we would be willing to waive our standard policy actions in this case, the BBB claim and chargeback had already been initiated by the customer. We are now responding to this customers bank to resolve the issue on a financial level.
  
  Our policy for returns received in any condition other than brand new are outlined on this page here for US customers;

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

• Initial Complaint

  Date:29/02/2024

  Type:Service or Repair 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.

  Well I used to love this company and the first product I had ordered. I loved it so much I ordered a second one in a different color. This one is an entirely different material from the first, it is extremely thin, it is no where near the quality of the first one I purchased and there was NO mention of materials change, no mention that other colors come in different material thickness and type all together. Also the material is sticky, I mean actual sticky across every bit of the fabric on the new product. I have attempted to call and get never ending hold music, just for kicks I let my phone be on hold for 3 hours before giving up. Something needs to be done, I feel like I've been robbed of my good product and was given a knock off wish version FOR THE SAME PRICE. Now as I look into the bbb reviews/complaints and reviews elsewhere I see that this seems to be common regular practice for this place. They need to do better and not leave their customers feeling screwed.
  
  As an fyi I am filling this on behalf of my wonderful mother who had purchased both as gifts for me. I can provide proper order information upon request.

• Initial Complaint

  Date:21/02/2024

  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 vibe suite, order number #********, on 12/10/23. Upon receiving the item, it was too small for my husband, so we opted for an exchange for a larger size, order #5***8 on 1/2/24. The item was received by the Tuxy warehouse on 1/5/24 in the same condition it was sent to me in. They told me the inspection time frame was 7-14 days. I did not receive any notification from them until 2/6/24, despite reaching out to them multiple times. When I agreed to the exchange, a credit was applied, and I was not told I would have to pay shipping for the correct sized item until they processed my exchange, well outside of the 7-14 day timeframe. I am requesting a refund for my originally purchased item and I cannot get a response from them. I no longer want the correct size item and it has not been shipped. The refund I am requesting is for $164.93, which is what I paid for my order on 12/10/23. I have shipped back the item that I purchased and I do not want to proceed with the exchange because they are now trying to charge me additional shipping for the exchanged item in the correct size.

  Business Response

  Date: 29/02/2024

  Hey ********, first off we're very sorry for any delay experienced in your return claim being processed during this busy post-holiday season! I can see that we have processed your return claim, the refund you received is $130.02. The $164.93 you mentioned in your message here is the full total you paid for your original order, but that includes your original shipping costs which are non-refundable. We also state on our return policy page (************************************************) that if returning for a refund, you will have the cost of the return shipping label that we provide to you deducted from your overall refund value. 

  Customer Answer

  Date: 29/02/2024

   I am rejecting this response because:
  Their terms state that once an item is received it would be processed within 14-21 business days. Their responses to any of my emails has been delayed until I made this formal complaint. In addition, they did not process my request within their stated timeframe, therefore I am requesting a refund for the full amount paid. 
  
  

• Initial Complaint

  Date:15/02/2024

  Type:Service or Repair 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.

  My wife ordered a Tuxy for me for Xmas '23 in early December. It arrived about a month late. We have tried to return it right after it arrived for weeks now.with. Company very hard to deal. It has outside return window even though we started return process a few days after receiving. Three weeks later and still trying to get ***.