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Business Profile

Ecommerce

SMLXL Direct, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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:03/23/2025

    Type:Product 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.
    On 11/23/24, I purchased an hoodie from EazyBaked Merch shop. I returned it and shipped it back to them, they received it very early January. They took WEEKS (3 minimum) to get back with me. I had been asking where my refund was or if they got the package. They ghosted me again for weeks. I filed a complaint and disputed the charge with my bank. The charge was put on hold and over two months later they FINALY respond and say they cannot sense the bank has a hold. They said Id have to wait a month and then try once the holds off. Its been 3 months and they have completely ghosted me. Ive emailed them repeatedly and they wont say a word to me about my refund or anything. The company Ive been dealing with on email is SMLXL RETURNS, their email is ****************************************

    Business Response

    Date: 03/31/2025

    a refund has been issued.

  • Initial Complaint

    Date:01/12/2025

    Type:Sales and Advertising 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.
    On December 18, 2024 I placed an order with ************************************. On January 5, 2025 I realized I had not received any updates on the order and on the same day, I reached out an estimated shipping date for my order through the website's customer service department. The customer service response did not provide answers to my inquiry and said that they would connect me with the appropriate team. No one contacted me after that so I reached out two more times to follow up but was met with the same response. Within my third attempt of inquiring about my order, I explicitly requested a refund to which they declined and said, again, that they would connect me with the appropriate team. This connection has still yet to happen and I have not been able to attain a refund.

    Business Response

    Date: 01/22/2025

    order has been refunded in full

    Customer Answer

    Date: 01/23/2025

     
    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:12/16/2024

    Type:Sales and Advertising 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.
    I placed a pre-order for merchandise from the artist, ***** Thee Stallion, website. The original delivery address (*********) placed with the order was no longer a valid address due to the official **** Change-of-Address I had processed effective on November 27th, 2024, yet it was still delivered to the old address. This mistake was caused by **** and of no fault of my own (documentation attached). I am solely seeking the items to be delivered to the correct Los Angeles address I have provided the merchandise company running ***** Thee Stallions merchandise production and distribution, SMLxL Direct. I have provided them (SMLxL Direct CEO/Founder, **** Condo, and the general merchandise email given on the site) with documentation showing the items were never properly delivered, yet am being refused a re-delivery or refund for the items I have paid for. This method of customer service is baffling and disappointing coming from a company representing such an impactful artist.

    Business Response

    Date: 12/30/2024

    Refund was issued on 12/17/24

    Thanks and Happy New Year

SMLXL Direct, LLC is NOT a BBB Accredited Business.

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