Complaints
This profile includes complaints for Shinesty, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 36 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:01/12/2023
Type: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 products in November. Shinesty confirmed return details on December 9th. I STILL have not received over $800 in funds. They are holding customer funds that should be promptly returned to credit cards.
Business Response
Date: 01/21/2023
Customer ordered several womens holiday suits in sizes 8, 10, 12 and 14 in two seperate orders.
Order 3852266 purchased on November 30th in the amount of $613.71.
Order ******* purchased on December 3rd in the amount of $304.24.
On december 9th, the customer initiated a return for both orders. The information provided with our return process cautions customers that separate orders must be returned in separate packages and shipped with their respective prepaid shipping labels. All return shipping is post paid, to make sure that the customer will not incur any out of pocket costs for their returns to ship in separate packages.
On January 15th, our returns team audited the large return and processed the box of items that was returned within process and policy and the customers refund was issued for order 3852266 at that time.
The return items from order ******* being added on their own in the box being outside of policy and protocol delayed the return process as our team had to locate these items in our warehouse for individual processing.
This final return was processed on January 15th.
At this time, the customer's eligible refunds have been processed.Initial Complaint
Date:12/16/2022
Type: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 items for Christmas presents and they will not allow me to return them when they did not work out for the family members.Business Response
Date: 01/27/2023
The posted return policy is a 30 day return window and our self service return system is set up with these "rules" by default. (See posted return policy screenshot).
As a result of customer contact our customer service department received, we assisted this customer with setting up her return on 12/22 as a holiday season accommodation (see screenshot AmyBBB1).
On January 24th, a refund was issued for this return as requested. Please see screenshot.
We consider this matter resolved by our customer service team independent of ******************** status.Initial Complaint
Date:12/07/2022
Type: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.
Started a subscription. Within 2 months of a subscription an order went missing by mail and I ca called my subscription due to non delivery and refusal to replace. After several weeks I was finally granted a replacment and I conceded to turn the subscription back on. Sadly the replacment was also never sent and the first month I returned to the subscription I was double charged. They have turned off answering the phone so you can no longer reach a live person and when I emailed customer service demanding to know why I was double charged the only response I received was ***** turn that second subscription off for you no explanation and no refund for my unauthorized addition. This company is a scam. So now I have 3 ordered in queue, only 2 of which were authorized, none of which *** received.Business Response
Date: 01/27/2023
**************** has been in contact with this customer since 11/02 attempting to resolve these shipping and billing issues.
Our customer service phone line is manned by physical agents during business hours in real time, and when we have more calls than we have agents on staff, additional calls go to voicemail for customers to leave a message for assistance or to direct them to the customer service email. Unfortunately the holiday season is our busiest time of year and we apologize for any delays in response while we've got all hands on deck.
On 1/27 one of our senior agents took a full audit of all contact history and reached out to the customer with a full summary of their past issues for confirmation as well as uncovered and resolved the source of the billing issue with a refund for the additional pairs of underwear that were shipped as a result of the issue.
This email is included in the provided screenshot.
At this time, we consider these reported issues resolved. The customer is welcome to respond to this agent with any further issues.Initial Complaint
Date:12/02/2022
Type: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 Nov 19th, I ordered a suit jacket and suit pants from Shinesty. Both items were in my cart. I placed the order but only the jacket was ordered. I went to place another order for just the pants but they were out of stock. I immediately emailed shinesty and let then know what happened, they emailed me the next day and stated: "Our distribution center is working around the clock to get packages out on time. We're very sorry we couldn't catch this order.If the order on the way wont work, we have Free US Returns/Exchanges. All you have to do is click, "start return" and follow the cyber yellow brick road!"Well, the order arrived, I went to return it says ineligible for return, final sale. However, it wasn't my error that only 1/2 a suit came, the entire suit was in my cart, but then the pants disappeared due to stock issues apparently. Please allow me to return this suit jacket for a full refund. Please provide me with a prepaid paid shipping label for the return. Thankyou!Business Response
Date: 01/27/2023
The customer purchased a low in stock /clearance suit with limited quantities and when the order was finalized one of the two pieces was no longer available for purchase and the order processed with only one of the two desired items.
Due to fulfillment automations, once an order is placed, it cannot be cancelled or changed. Customer was advised of this and provided information to return to order once it was received.
Our policy allows for returns within 30 days and should also allow returns for anything marked "final sale items".
The return was not created by the customer and customer does not appear to have reached out for additional return assistance under the contact information provided in the complaint.
As of 1/22/23, a paypal billing dispute (chargeback) was filed and this transaction is now in a locked status.
We reached out to the customer on 1/27 for a touch base and status report to see if this can still be resolved.Initial Complaint
Date:11/04/2022
Type: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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********.
Sincerely,
*************************Business Response
Date: 11/06/2022
On Sunday 11/06/22, Shinesty's agent responded to the customer's complaint and amended the offer of replacement credited to an adjusted $90.
Our resolutions team has made a thorough investigation of the customer's order history and complaints and believe this to be a very fair customer accommodation.
Attached are screenshots of the order history that indicates that these reported pairs of underwear were purchased and worn 7 and 8 months ago respectively with these order time stamps, one of which was previously refunded on an unrelated customer contact.
Industry norms do not typically cover a lifetime unlimited warranty on underwear products. Typically, we require a customer to inform us of any defective merchandise within a reasonable ****** of time. We find these products to fall well outside of a 90 day grace ****** that is our internal policy.Initial Complaint
Date:08/20/2022
Type: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.
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,
*************************Business Response
Date: 08/26/2022
Shinesty was first informed of the order issue on 8/19/22.
We have attempted to reach out to this customer to confirm her correct shipping address and resolve this issue on Monday 8/22 by email, by phone on Tuesday 8/23 with a voicemail urging the customer to return our call or respond to our email.
We attempted to also reach out on Friday 8/26 by phone.
If ****************** contacts us, we stated our pleasure to reship the items to her.
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