Complaints

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

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  Shinesty, Inc.

  2930 Umatilla St Ste 400 Denver, CO 80211

  
• 

  Shinesty, Inc.

  5755 Washington St Unit B Denver, CO 80216-1321

  

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:07/11/2025

  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.

  My most recent transaction was 7-10-25, but this has happened before. I have requested a refund of the $0.99 in dispute, but I want to bring this issue to the attention of the BBB, because (while incremental per transaction), I believe it is a deliberate, deceptive, and fraudulent surcharge that is a significant part of this business's income.I am writing to complain about an internet apparel company called **************************, which I believe is based out of ********, and their fraudulently induced "shipping protection" charges ($0.99 per order). I understand this is a small amount per transaction, and not in and of itself fraud, but the way it is conducted by this company is, I believe, massive consumer fraud.When a consumer attempts to place an order at **************************, their website is configured to AUTOMATICALLY add "shipping protection" for $0.99. This is very deceptively added automatically as an "item" that the user never added to its cart. When a user goes to checkout, this charge deceptively appears in the middle of the screen and is not itemized in the total. There is an internet "button" to turn it off, but in my experience, even if I turn it off, I still get charged for "shipping protection" whether I want it or not. If the button is turned off, this small-print says "By not opting in to Shipping Protection, we will not be liable for lost or stolen packages." The subtotal then reflects a charge less 99 cents, but this is clearly meant to deceive. I can provide screenshots.This is absolute consumer fraud and needs to be regulated. I sent an email complaint and got an immediate auto-response:"Thanks for reaching out and sharing your experience about the shipping protection charge on your order. I totally understand how frustrating it can be when something you opted out of still appears on your final billthats definitely not how things should work." (there is more but not enough room here - point is, THEY ARE KNOWINGLY DELIBERATELY DOING THIS)

  

  Business Response

  Date: 07/14/2025

  The customer has placed many orders with us and the first two orders have the shipping protection, while the others all have the shipping protection removed. We add the shipping protection to orders to help us and the customer quickly, and easily get a refund or reship for them if an order ever gets lost, stolen, or damaged in transit. If the order has shipping protection and something has happened, we file a claim for the customer and reship or refund the order right away. As stated in the *********** article, if the shipping protection is removed and something happens, the customer will need to file a claim with the shipping service for resolution. The shipping protection is automatically added to the cart at checkout, but right above Pay Now, the customer can move the toggle to remove it from their order. The customer reached out to our customer service team and the refund has been processed for them for the shipping protection on their most recent order. 

• Initial Complaint

  Date:07/08/2025

  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 made a purchase in May did not receive the product, My account was charged in June and July for the same product and the product was not sent to me.

  

  Business Response

  Date: 07/08/2025

  The customer started a monthly boxer subscription on April 1, 2025. When the subscription was started, the shipping address was input incorrectly and no apartment or unit number were included.There is no communication from the customer in our system about the missing orders, however, on June 3, 2025, a customer service agent reached out about an issue with the shipping address and sent a follow up email on June 5, 2025 with no response. Normally when there is an issue with the shipping address and no communication, we refund the most recent order and add a credit to their next subscription order. For this customer, we went ahead and refunded the June and July subscription orders that were processed. The subscription has been cancelled as well, but the customer is welcome to reach out to customer service to reactivate the subscription and adjust the shipping address for them to prevent any future issues. 

• Initial Complaint

  Date:06/16/2025

  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.

  On June 5th I placed an order through Annas on instagram. I paid the extra for shipment protection. On June 7th I record an email saying that my order has shipped. Here it is almost 10 days later and still nothing. When I messaged the company they said they do snail mail with no tracking just vibes. Snail mail doesnt take over 10 days. It takes 3-5 max. Im almost positive this company is a scam and I told them Id be reporting the to the BBB. In one of the emails, it tells us to get out there and start bugging the mailman about where it is. Why would they include that unless they know well never receive our items.

  

  Business Response

  Date: 06/17/2025

  The customer placed an order with us on June 5, 2025. The customer started a monthly subscription with us and used our $5 promotion discount code. The order was fulfilled and shipped on June 7, 2025. The first order of monthly subscriptions are shipped via Flat Mailer, which does not include tracking. Our distribution center began using this method because it is fast (max 7 business days) and faster than our standard subscription shipping with Pitney ***** (7-12 business days). All other subscription orders will have tracking included. The customer purchased shipping protection, which allows for us to file a claim on their behalf and either reship or refund the order. The customer has been asked what option works best for them, but we have not received a response. Once an email is sent back to our agent, the customer will be taken care of in a timely manner. The subscription is still active on the account if the customer would like to either cancel or proceed with the subscription. 

• Initial Complaint

  Date:03/20/2025

  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 purchased a product from Shinesty and signed up for a subscription, although I didn't want a subscription. I pushed the subscription back several months. I was charged for products in January, although I had pushed my next purchase past that month. I, again, pushed my subscription back to ******* January, I received no warning that they were sending me products early. I was also not given an option to choose what I wanted or I would have canceled immediately. They also refused to allow me to return the products. They obviously know they are using tricky practices.

  

  Business Response

  Date: 03/24/2025

  We appreciate the opportunity to respond to the complaint filed by this customer regarding their subscription with Shinesty. Our goal is always to ensure customer satisfaction, and we take these matters seriously. Below is a summary of the actions taken to assist this customer:

  
  Subscription and Billing Notifications:
  The customer initially signed up for a subscription and later adjusted their billing schedule multiple times.
  Our records indicate that an automated email was sent on January 11, 2025, informing the customer about their upcoming billing date on January 15, 2025. This notification provides ample time for customers to make adjustments.
  No adjustments were made before the January order processed.

  
  Subscription Management:
  The customer later adjusted their billing date again on January 21, 2025, after the January order was processed, moving their next shipment to March 14, 2025, and later to June 11, 2025.
  The customer fully canceled their subscription on March 20, 2025.

  
  Return and Refund Policy:
  Shinesty offers free returns and exchanges for orders placed within the last 30 days per our published return policy.
  The return request was denied as it fell outside the 30-day return window.
  Additionally, for hygienic reasons, underwear returns are typically issued as store credit unless the customer directly contacts our customer service team for a refund exception.

  
  Resolution Provided:
  Despite the policy limitations, we issued a full refund for order #******* as a goodwill gesture.
  However, the customer had already initiated a chargeback with their bank. Due to this, we were unable to process the refund directly.
  We communicated to the customer that, if they canceled the chargeback, we could process the refund immediately. Otherwise, the refund would be handled by their bank, which may take up to 75 days.

  
  Customer Communication:
  Our records indicate that the customer did not reach out for assistance prior to filing the BBB complaint.
  We encouraged them to contact us directly to resolve any issues, and we provided all relevant account details to clarify the situation.

  
  At Shinesty, transparency and customer satisfaction are our priorities. We regret any confusion that may have occurred and have taken the necessary steps to assist the customer within the guidelines of our policies. We are committed to providing clear communication and support for all our customers.

  Customer Answer

  Date: 03/28/2025

   
  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

  Date:03/14/2025

  Type:Billing 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.

  They have fraudulently signed me up for a subscription service and have charged me approximately $60 thus far. I never signed up for this.

  

  Business Response

  Date: 03/18/2025

  We appreciate the opportunity to address this matter. The customer initially signed up for a subscription with order #******* on November 28, 2024. Upon receiving their inquiry on March 15, 2025, regarding unexpected charges, we promptly reviewed their account.

  We would like to clarify that Shinesty is not authorized to start a subscription on a customers behalf. All subscriptions are initiated by the customer, who agrees to our terms and conditions at checkout.

  Upon the customers request, we canceled their subscription immediately and refunded the last charge. The customer was informed that the refund would be processed within 3-5 business days. Additionally, we offer returns and exchanges and strive to ensure customer satisfaction. If the customer has any further concerns, we are happy to assist them.

  Customer Answer

  Date: 04/07/2025

  
  
  
  I'm satisfied with the resolution. They still shady because I know I didn't check a box for a subscription.  
  
  
  Thanks,
  *****
  

  
  

• Initial Complaint

  Date:11/21/2024

  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 received a "Holiday Catalog 2024" from Shinesty in the mail today. I have never heard of them before and have removed myself from the national junk mail list. The address line on the catalog reads *************************************** You're At:"(My Address)I do not want junk mail and I certainly don't want to do business with a company that proudly announces that they mined my personal data

  

  Business Response

  Date: 11/22/2024

  Were sorry to hear this mailing wasnt welcome. We work with a data partner, *******, to connect with individuals who might be interested in our products, but we understand this wasnt the case for you.

  Weve ensured your information has been removed from our mailing list, and you wont receive any further direct mail communications from us. If youd like to learn more about how ******* manages consumer dataor to submit a request directlyyou can visit their Privacy Policy page. 

  Thank you for sharing your concerns with us.

• Initial Complaint

  Date:10/15/2024

  Type:Delivery 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 subscription underwear service from shinesty on or around 6/20/2024 as a gift to my partner for his birthday. EVERY month since I have had to ask them where my package is. as of today, my september package has not been received and I have been charged for my october package. Scam likely!

  

  Business Response

  Date: 10/22/2024

  The customer started a subscription on June 17 and the package got lost along the way. The customer reached out and we reshipped the order free of charge on June 27. There is no communication in our system until October 15th when the customer reached out about another lost package. Since the shipping service, Pitney *****, lost this package, we reshipped the package free of charge. The subscription was cancelled on October 16th, the day before the October order was set to be processed, so the last order processed was September 17th, and this was reshipped. Since the customer did not have the experience we want our subscribers to have, we have gone ahead and refunded two of the four orders. The customer should see that back in their account within 3-5 business days. 

  Customer Answer

  Date: 10/22/2024

   
  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

  Date:09/03/2024

  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 do not recall signing up for this subscription. This company makes it very difficult to cancel a membership they have no phone contact information. I think company created website like this on purpose because there is probably a large percentage of people who wont go through all the hoops to cancel. I think this practice should be illegal

  

  Business Response

  Date: 09/04/2024

  The customer started a subscription on their account on June 18 and snagged their first pair for $17.99 + tax. The price for a pair without a subscription is $27.99. The customer can find our cancellation policy before they purchase the subscription on their account. We also have several help articles available to help the customer self serve if they are confused about how to cancel. We have no record of the customer reaching out for us to cancel their subscription and our subscription logs show the customer logged in on September 3, 2024 at 7:43pm to cancel after all 3 orders were processed and shipped. We are always more than happy to help a customer cancel their subscription if they were to email us, as stated in our cancellation policy. Since the subscription has been cancelled, no further orders or charges will be processed on the account. 

  Customer Answer

  Date: 09/04/2024

   
  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

  Date:07/31/2024

  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 canceled my subscription with Shinesty before last month. But I am still receiving orders. I would like a refund and a return label to return the last order to them. Order #******* July ******* Amount *****

  

  Business Response

  Date: 08/20/2024

  This customers subscription processed on 7/17/24 at 1:34 pm. Their subscription was cancelled on 7/17/24  at 08:35 PM. As mentioned in our terms and conditions, all subscriptions must be cancelled no less than 24 hours prior to their billing date to ensure their next order is cancelled. Since this subscription was cancelled after the order fully processed, this order was shipped and delivered in good faith to the address provided on that account. Taking a look at our records, there have been no previous correspondence from this customer requesting a cancellation of their subscription service. We have verified their subscription has been cancelled, and they will not be charged moving forward. We went ahead and issued a courtesy refund which should appear in 3-5 business days from today 8/20/24. For future concerns, we recommend reaching out to our team via chat or email, and we can assist! 

• Initial Complaint

  Date:05/23/2024

  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.

  Recurring underwear subscription cancelled and they are still charging my card and sending me underwear.January 21 2024 order #******* $71.96 I received this order on date above and was given a refund through a gift cart but I was only given $*****. Upon further inspection I believe their error is that they refunded me for the wrong order, an order I kept. The total for that order was $***** which contained only 2 underwear. The order I returned containted 4 underwear in the package totaling $71.96. I will provide proof in attached documents. I turned off my underwear subscription right after the order above and now, 3-4 months later theyve been charging me again, I was going to return the package but I dont want them refunding me the wrong amount again. I went to their instagram account and reached out to them and never got a response. There was a customer in one of their posts stating that they have had the exact same issue, ********* charging them and sending them underwear even after they have cancelled their subscription. The resolution: I want to be credited on my shinesty account the difference between $78.60 -$ ***** for the order that i returned #******* For the other two recent orders,April 10, 2024 Order #******** $78.60 May 10, 2024 order # ******* $78.60 $157.2. total I would like to be refunded to the card on file.The image attached are of the underwear order I was refunded $***** for which was incorrect order. That order (#*******-1) is the order that I kept and the underwear is in the images to prove it. I was owed $78.60 In the image is also the other two packages I have not opened and can return for the refund to the card on file.

  

  Business Response

  Date: 05/29/2024

  The customer reached out on November 17th, 2023 in regards to a return and exchange inquiry for the order mentioned above. The order was a partial return for store credit and the remaining 2 pairs of the order to be exchanged. The customer did not request their subscription service be cancelled as seen in the screenshots provided. 

  The customer received their credit via email on January 8th, 2024 in the total amount of $39.30 and their exchange order for the remaining 2 pairs was successfully fulfilled,shipped and marked as delivered to the shipping address they provided in their account. 

  We have confirmed their subscription service is no longer active as of May 22nd, 2024. Again, reemphasizing there was no outreach or request from the customer to cancel their subscription service prior to this review.

  As mentioned in our Terms and Conditions listed on our site, customers are responsible for the activity status or their account.