We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Lingerie

Intimissimi

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lingerie.

Complaints

This profile includes complaints for Intimissimi's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Intimissimi has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 13 total complaints in the last 3 years.
    • 5 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/18/2025

      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.
      I returned $144.99 worth of merchandise to Intimissimis online store. It was improperly refunded to a merchandise credit. I was not warned that this would happen when I placed this order or return. The original purchase cost $176, the vast majority of which I paid for using my credit card. I used an old merchandise credit for a minor portion of the purchase. However, I believe I kept more merchandise than the value of that credit.I have tried contacting the vendor multiple ways to request that instead issue a refund to the original form of payment. The customer service line is routed to another country, where the agents simply say they cannot fix this. This setup feels like an intentional way to prevent returns and refunds. Since I have already kept the only items from this vendor that fit me, I have no use for the merchandise credit. I feel as though I have been stolen from with no recourse.

    • Initial Complaint

      Date:12/16/2024

      Type:Service or Repair 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.
      On 11/22/24 at about 5 pm I was trying to make a purchase a product at intimissimi ******************, ** Store. They ran my card and said the transaction didnt go through as their machine was having connectivity issue. I checked my account while I was at the store and there was a pending transaction. I showed it to the store manager and she said that it will not go through in the end. So, I walked out of the store with a handwritten note by a sales person about what had happened. After days of checking my bank account, I discovered that their transaction did go through. They stole my money. I called the store multiple times and got no resolution. Im sure there are cameras at the mall to show I walked out of the store without my purchase but with a charge on my card. Please help me get my money back

    • Initial Complaint

      Date:12/11/2024

      Type:Delivery 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.
      I placed two order in store and asked them to ship it one to my home and the other ship it to the store. Both of my orders I didnt receive. I called them several times but no update. I think they didnt write the correct format for the address which lead to lost Order No.: ********** Order No.: **********

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair 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.
      I bought some items and ** trying to return them and get a refund authorization online and it doesnt go through. I also returned some items with the return label in the package and have not received any notice of anything and trying to contact them is absolutely impossible. It always refers you to their website and then the website glitches and you can never finish your request I want a refund for the items that Ive returned.

    • Initial Complaint

      Date:07/31/2023

      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.
      On 7/19/21 I was alerted by my credit card that I had a charge for $101 from intimissimi. I ithej received an invoice from the company. I did not make this purchase. On 7/21/23 I called the company to find out why I was charged and was told that there was an IT issue and that they were looking into it and would fix it. Since that time I have been getting nothing but the run around. They have not refunded the money and whenever I call I get nowhere. I have asked to speak to the IT department and was told that I could not. I asked the customer service representative for an update and was told there isnt one. I asked to speak to a supervisor and was told that supervisors do not speak to customers. I have reached out on social media and was sent a generic response and then nothing. This is outrageous that a company can randomly charge you when I had no credit card on file with them so it appears that they kept my info without my permission. I want this charge reversed and not one person from this company is taking it seriously. All I am receiving from this company are emails asking if I am satisfied with the outcome of my inquiry and I am not because it has not been resolved b. They send me a FAKE invoice that when clicked on says INVALID URL

    • Initial Complaint

      Date:03/17/2023

      Type:Sales and Advertising 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.
      On 02/20/2023 I placed an order with Intimissimi for 8 items totaling ***** order number **********. Upon receipt I realized I had ordered the wrong size garments. I promptly returned my package the same day I received it, with the Intimissimi warehouse confirming possession of my order on 02/28/2023. It is now 03/16/2023, 16 days after the warehouse has received my order and 24 days since my order placement. Their policy specifies a refund will be submit within 14 days of the warehouse receiving your order, however, i have been in constant contact with their team with no next steps or resolution. Thus far their CS team has provided resistance, refusing to aid in resolving the issue. Similarly, they are not abiding by their own terms and conditions. Retaining a customers money and their items purchased is a predatory business practice. I would recommend purchasing elsewhere with a customer centric business.

    • Initial Complaint

      Date:01/17/2023

      Type:Service or Repair 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 August 2022 I made an in store order to be delivered to the store in ********. As I picked up the order, I noticed the items were still too large and did not accept them. As I had paid in advance I was due a refund. The employee seemed to be new and inadvertently selected to refund my purchase to a gift card and did not know how to undo this. I agreed to accept to gift card, just to find out later, she never entered a value on the card and gave me a blank card. 5 months and many emails and store visits later, I am still being denied my funds even though the employee admits to remembering the transaction. The store can find no records as this trainee seems to have made a mess of things. It is obvious though that a record of my in store order is available and can be tracked but no one is willing to do so. I am simply requesting the refund on a purchase I DID NOT EVEN TAKE POSSESSION OF. Even more insulting is that during my 2 visits to the ******** ******* store, I was followed into the fitting room while undressed by another employee ni doubt racially profiling me.

      Customer Answer

      Date: 02/11/2023

      Better Business Bureau:

      At this time, I have not been contacted by Intimissimi regarding complaint ID ********.

      Sincerely,

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

    • Initial Complaint

      Date:12/27/2022

      Type:Order 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.
      My refund has yet to fully process and customer service refused to help push the processing of my refund along.Order ********* arrived to me on 12.12.22 and I created my return on ******** and shipped the items back on ********.on 12.22.22 I received an email that the items were received and accepted and the refund will be processed soon. It is now 12.27.22 and I contacted customer service to see if they could expedite the return or explain why how two weeks later the refund is not processed.Customer NOservice said - please just wait a little longer. I plan to also file with the consumer financial protection bureau a complaint for withholding the funds from me on my return.I also saved the conversation with the chat agent because it shows they made absolutely no effort to push the issue along, rather just typed some prewritten response to me over and over

    • Initial Complaint

      Date:11/10/2022

      Type:Service or Repair 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.
      I made a purchase on September 17,2023. I never received the items purchased and the business has not reimbursed $158.53 for the order n **********, and I have tried reaching out at least 6 times and they said that the money should be reflected in my account but they are having internal issues and to wait, and we are now in November 9, 2023 and still no response.

    • Initial Complaint

      Date:10/17/2022

      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.
      I have not been able to secure a refund from this business, though I have gone through all the proper protocol for a refund, having returned goods and those goods having been accepted by the business. Their policy is that they will issue the refund within 14 days of receiving the items. It has been 25, without being able to contact any one at the company. I was able to reach someone once on their customer service phone line, and they said they could do nothing about it and that I should just continue to wait. In the meantime, the money I paid is being held by the company for no known reason.

    Intimissimi is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.