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:21/11/2023

  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 ordered from Tuxy on November 1st. My items said they were in and out of customs in a day or two. After almost a month it still hasn’t arrived nor is there any updated shipping information. I have sent multiple emails. That just tell me to wait on the shipping or customs. But it’s already passed customs. This is rediculous. Today is November 21.

  Business Response

  Date: 01/12/2023

  Hi ********, we are sorry that there were delays with the carrier delivering your item! As we're now in the busiest shipping time of the year we are seeing the odd package take longer than expected, and while this is not ideal, we unfortunately are not in control of any delays the carriers might experience with the packages we ship to our customers through them. I can see that your package was delivered on November 24th which is 5 business days later than expected based on the shipping service selected, so due to that we went ahead and refunded you the shipping costs you paid as an apology for the carrier delay. We hope you are now cozy and enjoying your Tuxy Suit!

• Initial Complaint

  Date:21/11/2023

  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.

  Purchased the Large size mens Tuxy. Returned the item because it was too small and requested an XL as replacement.
  
  Received following email from the company : "The tracking on the return shipment shows that the package arrived back at our warehouse on November 9th, and the returns processing and inspection time can take up to 21 days as stated on our returns policy, since we're now in the busiest time of year. ......... You'll receive an email to confirm once your return has been processed to notify you, and another once your exchange order has shipped!
  Cheers,
  *******,
  Support Agent
  Tuxy Inc.
  
  I then received this email : " Hi *****, I just received word from the warehouse that they don't have any packages there that have been received with your name or tracking number on it, can you please clarify if your package had any information on or in it that would show that it is yours? I'll do my best to work with you and them to ensure we get to the bottom of this.
  Cheers,
  =*******,
  Support Agent
  Tuxy Inc."
  
  How is it that they both received and did not receive my return package? I simply want the XL I have requested an exchange for. This should not be this difficult.

  Business Response

  Date: 01/12/2023

  Hi *****! Our policy for returns as stated on our website is that we must receive the physical item and then inspect it before being able to process the return claim. Your return tracking information did show that a package had been delivered to our warehouse, but that does not tell us what is inside the package or confirm that your original product is what was received. On your return claim you had selected the item you were returning was "Navidium Shipping Protection" which is not a physical/returnable item, therefore we did need to ensure the warehouse had received your original item back. Unfortunately the warehouse was unable to locate an item that had been returned by you, however out of good faith I did go ahead and process your exchange claim which is now on the way to you. We are sorry for any miscommunication caused during this returns process, and hope you enjoy the exchange item you will receive!

• Initial Complaint

  Date:17/11/2023

  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.

  Purchase 11/8/23
  Ordered online. Status changed to shipped and tuxy sent an email stated it was shipped. It has not. The product has spent almost ten days at a facility. The company is hiding behind **** as a scapegoat and automated responses as their means of communication. The ability to communicate with this company is near impossible. This is a ****.

  Business Response

  Date: 20/11/2023

  Hi ****, I'm sorry you feel there has been some sort of miscommunication, but I will reiterate what was explained over email. To firstly address your concern regarding the shipment, your order was placed November 8th and was fulfilled by our warehouse on November 9th. The shipping service level you selected was Economy Shipping, which guarantees your package will arrive within 10-21 business days. You reached out on November 16th (5 business days after your order was shipped) to state that based on what was showing on the tracking page, you felt the item hadn't left our facility yet. Due to this you wanted a 15% reimbursement to your order total and a 100% refund on your shipping costs, despite the fact that the shipment had indeed already left our facility and was still within the timeline guaranteed for your shipment to arrive. 

  To address your concerns about "hiding behind ****", we have not hidden any information from you nor have we placed any blame on the carrier. As stated, based on the location your shipment is coming from, **** is the local carrier used to deliver your shipment, but not the original carrier that picks up the package from our warehouse. Your shipment is handed from the original carrier over to **** once it arrives in the States and has passed through customs, but the tracking page you receive is for any movements that **** tracks on the package once it arrives in the States and is on the final journey to your destination. Upon checking the tracking today I can see that it is in Chicago IL as of yesterday (November 19th) which is where customs is, and according to the **** tracking page it is expected to arrive to you by tomorrow (November 21st) by 9pm.

  And finally, to address your concerns about us being hard to communicate with and you receiving automated responses, I would like to confirm that we have been completely in communication with you since your first email was received on November 16th at 8:34pm. Our automated responses are sent whenever a customer initiates a new email thread or chat conversation, and it advises them that we thank them for reaching out and we will be in touch within 24hrs during business hours (M-F 9am-5pm). This automated message is commonplace and a courtesy to let you know we've received your message and will get back to you in the time frame outlined. You received multiple automated messages because you had initiated multiple new email threads within the span of Thursday/Friday, however I did respond personally within the guaranteed 24hrs to each message you sent. To clarify, I responded to your first message in under 13hrs (the following morning at 9:56am on November 17th), and in all other cases following that on Friday my responses were in under 2hrs from when you sent us a message. 

  There is no **** being run by our company, we are a legitimate business that works hard to serve our customers and provide a positive experience, so we are sorry to see that you feel your experience has been negative. We hope once you receive your package you feel otherwise. We are here to continue the conversation and help in any way we can if you would like to continue the discussion on any points made above, or if you wish to return your product after you have received it.

• Initial Complaint

  Date:24/02/2023

  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 purchased two Tuxy suits for my boyfriend on 12/18/22 for Christmas for $285.84 since the only option in the one he wanted was a combo. They both did not fit since their sizes run a little small, so I issued a return and sent them back in the original packages as soon as possible. I received many emails offering me an extra $30 credit if I didn’t return the product that would be instant. I emailed asking about my return and was told that they had received it on 1/3/23 but the warehouse was taking longer than 21 days and they would let me know when it is processed. On the website and the email it says 14-21 days for returns. I do not understand why this is taking so long and all I keep receiving are emails offering $30 credit if I don’t return. This is clearly a problem!

  Business Response

  Date: 07/03/2023

  Hello, we are sorry to hear your return has taken longer than inspected to be processed! To clarify, the extra $30 in return credit was a time-sensitive offer we were issuing to customers waiting for their returns to be inspected and processed during the high volume post-holiday returns season. The offer was stating that if you wish to receive credit instead of a refund or exchange, we would be willing to process the credit plus an additional $30 in credit value immediately rather than you waiting the duration of the inspection period. Our website states the returns may take 14-21 *business days*, but I do see your refund was processed yesterday by our support team. Please see attached PDF order page showing this transaction occurring. Once again we are sorry for the delay experienced! If you haven't already, you should be seeing the refund back on your original payment method within the next 7 days.

• Initial Complaint

  Date:15/02/2023

  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.

  11/2/22 purchased article of clothing for 189.95 + 14.95 for shipping.
  Order #US30814A.
  This was a Christmas present for my wife.
  It did not fit, wife put it back in bag right away to return. We completed the return process on 1/3/2023.
  Tuxy's returns ask to give them around 21 days to process returns. On 1/23/2023 I emailed Tuxy to inquire about the status of the return. Tuxy confirmed they have opened my box and its awaiting inspection and to be processed "next week." This is on an email dated 1/25/2023.
  On 2/8/2023, I have not heard anything. I followed up once again with Tuxy inquiring the status of my return. Its now Feb 8 and my wife didn't get her big Christmas gift yet.
  Then, after having the returned clothing open in their inspection warehouse for 18 days - they find a small stain on it. They did give a picture that looked to be a dark, dirty work space with neon colored drinks.
  No explanation was given except it came back 'damaged.' They issued a gift card to Tuxy per their 'regulations'
  I asked for a phone number to call and for more clarification. I intended to get a refund and not store credit. The customer service via email was very good up until the point of me questioning them and feeling like they are taking advantage of me.
  It is my belief that the stain in the picture was from Tuxy itself. I have email evidence that they have had my box, opened it, and held onto it for 18 days before finding a stain in a dirty atmosphere.
  I tried resolving through company via email. There are no phone numbers listed. Company was always quick to respond to inquiries until I questioned the 'stain'
  
  My wife tried it on in a lot cleaner environment than the picture of Tuxy.
  There is just no way it would have come from us. It went straight back into a return bag, but it was more of a nice laundry bag. It was perfectly protected from anything to make it dirty until entered the dirty warehouse.I attached the image.

  Customer Answer

  Date: 16/02/2023

  Hello,

   

  thank you for your quick response.  Attached I have my receipt of original purchase and then all correspondence so far between me and Tuxy.

  let me know if you need anything else from me, I am available by email or phone if you prefer.

   

  some of the emails attached might be redundant but I printed all of them.

   

  thank you

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

  Business Response

  Date: 16/02/2023

  We are sorry for the experience this customer feels they've had regarding the process of returning their item. When the items was returned to us and inspected, our warehouse deemed it damaged, which we have photo evidence of. Based on our policy, that means any refund request is switched to a non-refundable credit in the form of a gift card that can be used on our site. We do state up front in our policy that all items must be inspected and not be sent back stained, dirty, smelly, or well-worn. While we stand by our policy decision, we have chosen in this case to resolve this issue with the customer in the form of the refund requested due to the fact that this customer states they did not damage the product before returning it. This customers gift card has been disabled and a refund has been issued.

  Customer Answer

  Date: 16/02/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19411478, and find that this resolution is satisfactory to me.

  
  

  I appreciate your prompt help in this matter.  This is my first time dealing with the BBB and I am impressed.

  I own a business that is over 100 years old (fourth generation family run business) and I've had such respect for BBB even when someone has a problem with my business.

  thank you for everything

  
  

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

• Initial Complaint

  Date:13/02/2023

  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 purchased a tuxy suit from an advertisement as a Christmas present for my husband. I ordered on 12/20/2022 and was told I would receive by Christmas. I received 2 days after Christmas. I gave to husband he didn’t like. Didn’t even try on. I decided to try it on before returning buy it didn’t fit so I put it back in the bag it came in and went on website to request return label. An error occurred on the website after processing my return and it wouldn’t print the label or let me go further as it now showed my item as returned. I sent several emails to customer service and days went by unanswered. I got auto responses that I would be contacted but nothing. I sent several more emails and finally got response and return label. The return was received January 19th according to tracking. I never got refund. I sent email inquiring about return on February 2nd and got response that it was received and being processed. Then I get an email that I got a gift card instead of my money back. I was ok with money back less the restocking fee as it stated in their policy but now when I inquire why I received a gift card they are telling me it was received back damaged which is absolutely false. It was in perfect condition I took out of package and tried on once. It didn’t even fit and put back in the bag tags all still attached to refund. Company is a total scam and taking peoples money. No email letting me know what damage they claim and now trying to give me a credit to a place that has terrible customer service and doesn’t fit me and it’s a reduced price than what I paid. So they are charging for restocking something they claimed I sent back damaged. Total scam. Consumers beware. Store credit is worthless to me

  Business Response

  Date: 15/02/2023

  We are sorry to hear this customer encountered a couple of issues in returning this product. As per our policy stated in the page linked below, if a customer returns an item that is inspected and found to be damaged (dirty, stained, smells, well-worn, covered in hair, etc.) then their refund or exchange request will be switched to a non-refundable gift card value instead. This policy is easily accessible on our website and also we mention this to our customers when they initiate a return in the automated emails. We inspected the item returned by this customer and found that their item was obviously worn and dirty. We have provided the customer with a photo to prove the condition it was returned to us in. We have provided that photo again here. We are sorry that this customer is not satisfied with this policy, however the item was returned damaged. In this case we would be willing to send a replacement or offer an additional $30 in credit value added to their gift card for feeling this was a negative experience.
  

• Initial Complaint

  Date:08/02/2023

  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.

  We placed an order on 11/21/22 for the amount of $169.90. We were provided with an order confirmation #US32638A. On 11/23/22, we received an update that the item was shipped. Per the ***** tracking number, nothing was ever shipped. According to the ***** tracking, the company created a shipping label on 11/22/22 and never provided a package for shipping. On 1/30/23 we requested the item to be shipped to us. We were told that we had to wait for an investigation into *****, which would take up to 14 days. We disputed this and asked for an immediate shipment of a new item. As of 2/1/23 we were told that the item would be shipped ASAP. It has now been a week with zero communication. Per the company website, items are shipped within 24-48 hours.

  Business Response

  Date: 15/02/2023

  We are very sorry to hear about this issue! We have had a few instances where ***** has lost the package in the high volume holiday shipping season which is when we shipped your order originally, so we believe ***** lost this package. We will handle the ***** claim on our end, however we don't want our customer to have to be concerned about this so our support team had our warehouse ship out a replacement order on January 31st after we were notified that the original order was never received. I can see now that the replacement order was successfully shipped, and was delivered to the address provided on February 10th. Here is the tracking for the replacement shipment:
  ********************************************************************************************

  Business Response

  Date: 15/02/2023

  We are very sorry to hear about this issue! We have had a few instances where ***** has lost the package in the high volume holiday shipping season which is when we shipped your order originally, so we believe ***** lost this package. We will handle the ***** claim on our end, however we don't want our customer to have to be concerned about this so our support team had our warehouse ship out a replacement order on January 31st after we were notified that the original order was never received. I can see now that the replacement order was successfully shipped, and was delivered to the address provided on February 10th. Here is the tracking for the replacement shipment:
  ********************************************************************************************

  Business Response

  Date: 15/02/2023

  We are very sorry to hear about this issue! We have had a few instances where ***** has lost the package in the high volume holiday shipping season which is when we shipped your order originally, so we believe ***** lost this package. We will handle the ***** claim on our end, however we don't want our customer to have to be concerned about this so our support team had our warehouse ship out a replacement order on January 31st after we were notified that the original order was never received. I can see now that the replacement order was successfully shipped, and was delivered to the address provided on February 10th. Here is the tracking for the replacement shipment:
  ********************************************************************************************

• Initial Complaint

  Date:27/01/2023

  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.

  Purchased a Tuxy suit on 12/15/22 for a Christmas present. Turns out their sizing is off so I returned the suit in their packaging on 12/29/22. Received an email a week later stating it could take at least 21 business days to issue a refund. In the meantime I have received multiple emails stating that if I turn my refund request into a credit, they will give me an additional $30 in instant store credit for another suit. So they want me to give up $175.90 refund and get $30 in credit for a product that doesn't fit??
  
  I just want my refund.

  Business Response

  Date: 28/01/2023

  Hey *******! To clarify, the offer (which is your decision to accept or not) is to get your full refund value *plus* an additional $30 in credit value as well, and we'd issue that approx. $200 in credit to you instantly rather than you waiting for your item to be inspected before getting your refund. If you'd prefer the refund that's completely fine, you can just respond to our support team to let them know that and we'll mark you down as a "no" to the offer we're extending -- and then your refund will be processed as soon as your item has been inspected by our warehouse. As we state on our return policy on our website, returns may take up to 21 business days to be processed after the item(s) arrive back to our warehouse, and we're currently in the midst of processing all of the bulk of returns received after the holiday season, so it is taking up to the longer end of our stated window. 

  Business Response

  Date: 30/01/2023

  We do apologize for the length of time it has taken to process the refund for this customer, our returns as stated in the policy (Screenshot provided) can take up to 21 *business days* during the busy season which we are currently in, given the fact that we are processing a high volume of post-holiday season returns. This customers item arrived to our warehouse on 01/03/2023. As per our policy, we expect the refund to be processed in 21 business days which would be by 02/01/2023. We have just gotten word from our warehouse that they inspected the return item and it is in good condition, so I've just processed the refund for this customer. Attaching order and return claim page to show this has been done. We dispute this customers assumption that we were attempting to "hold their refund hostage", this is just the length of time it takes to inspect and process returned items at this time of year, and we state this in our policy.

  Customer Answer

  Date: 02/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18942328, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/01/2023

  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 placed an order on 11/22/22 for (2) tuxy suits. I received half of my order on 11/25/22 and sent a follow up email to the vendor on 11/28/22 to follow up on the other half. I received a response that I would receive it within 3-14 business days. They then said their records showed the order was delivered 11/25/22, so I sent photos of the item received on 12/6/22 and did not get a response until 12/30/22, even after several follow up emails, phone calls, chat attempts and voicemails. They requested that I fill out a form as a formal request to look into the issue, which I did on 1/1/23. I’ve sent follow up emails 1/4/23 and 1/5/23, but so far they’ve gone silent again. They previously said I was not getting their emails, but if that were the case, the next step should have been to call me. They acknowledge that my order is unfulfilled per website status, but after I spent nearly $470 without receiving my entire order over 1 month after I should have, they are still not communicating nor providing any updates on if they are either going to refund me or send me the rest of my order.
  Order #US32745A
  Please help.
  Thank you.

  Business Response

  Date: 06/01/2023

  It seems there may have been a mixup in communication here! We hadn't stated we weren't receiving her emails, on the contrary it was on her end that I believe our emails weren't being received or seen by this customer. We had sent multiple emails asking her to fill out the "non-receipt form" but she wasn't responding to those messages and was only opening up new support tickets to request the status of the order. Now that the customer has received the non-receipt form from us and filled it out and sent it back to us, we will be issuing a replacement order for these 2 items stated to not have been received in the shipment sent. We will be following up with the tracking on these 2 items being shipped as soon as we have it. The suit will ship in 14-21 days when it has been restocked, and the hat will ship immediately. 

  Customer Answer

  Date: 06/01/2023

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18694526, and find that this resolution is satisfactory to me. However, I would like to keep this case open until I receive the items. The company tends to respond once the issue is escalated, but goes silent afterwards. 
  Please confirm receipt of my response. 
  

  Thank you,

  Adrianne Cordima