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Business Profile

Wholesale Underwear

The Underwear Expert, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Underwear.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:04/07/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    In March 2023 I signed up for their subscription underwear service. In my first shipment, one of the pairs had a hole in it. I contacted consumer service on March 23 and they offered to send out a replacement pair. On April 1, I received a package from them, with two pairs of underwear -- neither of which were 1) a replacement for the defective underwear nor 2) even the same style of underwear (the defective underwear was a pair of trunks. The replacements were a pair of briefs and a jockstrap). I immediately raised this issue with customer service the same day and was told that they were not able to ship out a pair of trunks due to inventory issues. I responded that I didn't need a the exact pair, just within the same style (trunks), which is not what was sent. I offered multiple times to return the not-in-kind "replacement" pairs for either a refund/credit or an actual replacement of the trunks I ordered. Their response back was I could send them back but I would have to pay for shipping, which I told them was unacceptable because I was not at fault for what was sent to me. At this point, they stopped responding to my emails and do not seem interested in resolving this matter.

    Customer Answer

    Date: 05/02/2023

    Better Business Bureau:

    At this time, I have not been contacted by The Underwear Expert, Inc. regarding complaint ID ********.

    Sincerely,

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

The Underwear Expert, Inc. is NOT a BBB Accredited Business.

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