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Business Profile

Athletic Apparel

Foxelli

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Athletic Apparel.

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/01/2025

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 heated vest from Foxelli as a gift. It was purchased for me by a friend, through ******. When I received it, it was missing a functional battery, rendering it useless. I emailed customer service on 3/7/25. I received a response requesting the order number on 3/11, after having to email a second time. I advised that it was a gift and that I didnt have an order number, but provided all of our other information. On 3/24/26, they threatened to close our ticket because we werent responding (but we were?). They said we could reopen at any time. They needed the order number, so we reached out immediately to the purchaser and got the information. That was provided to Foxelli on 3/24/25, and then again on 4/8/25 after no response. Since then, weve emailed several times. They have said that they would ship the replacement but have stopped replying completely and weve never received the battery. Because of their delays, I now can not return the vest. There is no phone number to call. They wont respond to our emails. Weve emailed 4/15, 4/28, and today since we were told they would ship the battery on 4/15, we have not received a single response.

  • Initial Complaint

    Date:03/12/2025

    Type:Customer Service Issues
    Status:
    Unpursuable
    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 need to return an item and/or exchange for a different size. The company will not reply to emails and the phone number does not work.

  • Initial Complaint

    Date:02/15/2025

    Type:Delivery Issues
    Status:
    Unpursuable
    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.
    Here is the history of my communication with this business. They were very quick to reply to my initial contact, but can't get any comms since. Had originally wanted exchange it but have a new one at this point. From: *** Bo ***********************Sent: Wednesday, February 12, 2025 8:23 PM To: Foxelli Help *******************************Subject: Re: vest Hello, following up again because I haven't heard anything back. Can SOMEONE respond or tell me who/where I can call? Thank you!From: *** Bo ***********************Sent: Saturday, January 25, 2025 9:34 AM To: Foxelli Help *******************************Subject: Re: vest Good morning, Just following up to see if you were able to locate this order? From: ********************* ***********************Sent: Monday, January 20, 2025 5:49 PM To: Foxelli Help *******************************Subject: Re: vest Hi Victoria,She says the order # is: Order#***-1140180-2901059. I believe she ordered it through your Amazon page.On Mon, Jan 20, 2025, 10:05AM Foxelli Help ******************************* wrote:Hey there, ***!How are you? Im ***** from the Customer Support team. Thank you for reaching out. It is my pleasure to help you!I see. Thank you for providing the details about this matter. Could you please provide the order number? I'll check this order in our system to let you know what happened and what we can do to sort this out for you.I'll be waiting for your response.Cheers,******** Customer Care Manager On Mon, Jan 20, 2025, at 03:33 PM, *** Bo *********************** wrote:Hello, my mom recently ordered me one of your vests. I'm not sure if she ordered the wrong size or if I was sent the wrong size. Is there a way to return it? It's still brand new, tags are still attached, etc.

  • Initial Complaint

    Date:08/24/2024

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 bought the ten watt u s b solar panels On august the sixth And here it is august the twenty fourth and they broke The u s b ports are so cheap They won't answer the phone or their emails.

  • Initial Complaint

    Date:01/10/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    Since December 12, I ordered 20 lamps, I received only one and to date I have not had a response, I am very angry.The first problem was that I set a PO Box to receive the package, I understand that many companies do not send packages to PO Box, but they let you know from the moment you are going to place the order, at Foxelli, they sent me an email two days after I placed the order and paid, telling me it had to be at a physical address.I provided a physical address. The package arrived and it was a single lamp!I sent an email to the only form of support they have, which is the help email and which they respond after more than 24 hours each time. They answered me that they could not send packages to PO Box again, when I had already provided a physical address to which the incomplete package arrived.I answered the email, again providing the physical address and letting them know that there was where the unique lamp arrived. They only answered that the package had already arrived, that I should check it with *** or the neighbors if they had not picked it up and they sent me the photo from *** that the package had already been delivered successfully, along with the *** tracking number.The *** tracking number and the photo was the one referring to the package delivered with a single lamp! I replied that that tracking number was of the package of the single lamp and that I needed them to send me the remaining 19 lamps that I had already paid for since December 12 and I have not had any response for more than 5 days! I am very angry and I need an answer.

    Business Response

    Date: 02/08/2024

    My name is ***** and I serve as the Customer Support Supervisor at **********************. I am reaching out in response to the recent complaint filed by one of our valued customers.

    After conducting a thorough investigation into the circumstances surrounding the complaint, it became apparent that an internal error resulted in the customer inadvertently ordering more headlamps than were available in our inventory at the time. We fully acknowledge the frustration and inconvenience this may have caused, and we deeply regret any disappointment experienced.

    I am pleased to inform you that upon discovering this error, immediate steps were taken to rectify the situation. A refund for the excess headlamps was promptly processed on January 10th, ****. It is our priority to ensure that the customer receives the appropriate support and assistance throughout this process, and we remain committed to addressing any further concerns or queries they may have.

    Although the specific product in question is currently unavailable within our inventory, we are here to support and assist in any way possible to ensure a satisfactory resolution for the customer.

    Should you wish to discuss this matter further or require any further assistance, please do not hesitate to contact me via email at ************************************ I am dedicated to ensuring a satisfactory resolution and am readily available to assist in any way possible.

    Business Response

    Date: 02/08/2024

    My name is ***** and I serve as the Customer Support Supervisor at **********************. I am reaching out in response to the recent complaint filed by one of our valued customers.

    After conducting a thorough investigation into the circumstances surrounding the complaint, it became apparent that an internal error resulted in the customer inadvertently ordering more headlamps than were available in our inventory at the time. We fully acknowledge the frustration and inconvenience this may have caused, and we deeply regret any disappointment experienced.

    I am pleased to inform you that upon discovering this error, immediate steps were taken to rectify the situation. A refund for the excess headlamps was promptly processed on January 10th, ****. It is our priority to ensure that the customer receives the appropriate support and assistance throughout this process, and we remain committed to addressing any further concerns or queries they may have.

    Although the specific product in question is currently unavailable within our inventory, we are here to support and assist in any way possible to ensure a satisfactory resolution for the customer.

    Should you wish to discuss this matter further or require any further assistance, please do not hesitate to contact me via email at ************************************ I am dedicated to ensuring a satisfactory resolution and am readily available to assist in any way possible.

  • Initial Complaint

    Date:08/17/2022

    Type:Product Issues
    Status:
    Resolved
    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 some hiking boots from Amazon in May, they were delivered on May 24, 2022. I purchased a brand named Foxelli, it says that they will offer a 120 day return no questions asked. On Sunday August 14, 2022 I tried to call the 800 number, left a message, then found their email and emailed them to get a return number so I could return the boots. They are not worn still in the original box. I received an email today telling me that they only have 120 day refund on defects. This is straight from the Amazon sight...RISK FREE PURCHASE: Dont worry about missing Amazons 30-day return window. We offer a 120-day, no questions asked returns together with our One Year Warranty. If - FOR WHATEVER REASON you dont like it, well make sure to take care of that. Buy with confidence!She then sent me a link on their policy. So nice of her, and this is not available on Amazon, so you could read their fine print that they don't include.This is false advertising and lying to the consumers. Please see if we can get this resolved. Thank you, ************************* ************

    Business Response

    Date: 09/19/2022

    We have just received your letter with the customer complaint, Case ID ******** (copy attached).

    Please be assured that we will perform an internal investigation on why this miscommunication happened, and take necessary steps to deal with this issue asap.

    Our Customer support team will issue a refund as requested by the customer.

     

    We sincerely apologize for this inconvenience.

     

    Best regards,

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

    ______________________

    Project Manager

    Customer Answer

    Date: 09/19/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


    Regards,

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

Foxelli is NOT a BBB Accredited Business.

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