Complaints

This profile includes complaints for Andra Group, LP's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Andra Group, LP

  8941 Empress Row Dallas, TX 75247-3905

• 

  Andra Group, LP

  1295 Majesty Dr. Dallas, TX 75247

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.

• Initial Complaint

  Date:05/23/2025

  Type:Delivery Issues
  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 on 3/17/2025 underwear in the amount of $54.24 from ********. the merchandise was never delivered. I have called customer service repeatedly and am told the merchandise is lost and it will be updated as soon as it is found. I was asked if I wanted to replace the items when they were found and I finally said no and after many calls and extreme frustration, I demanded my money back. The last call was about two weeks ago. I am appalled by the lack of professionalism, given that I order on line all the time these days and have never had this problem. I will never order from this company again, of course. Can you help

  Business Response

  Date: 06/18/2025

  Hello, this order was refunded at the amount of $54.24. The package was returned to us due to Unable To Forward per USPS.

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising Issues
  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 a couple of bras back in March for about $50 each. In April, one month later, with only wearing the bra two to three times, the underwire came out. After literal weeks of emailing the company for an exchange and only receiving form emails back, they finally said they do not offer exchanges due to manufacturing errors. This is bad business and bad customer service. They won't keep clients if they don't offer exchanges on products due to defects.

  Business Response

  Date: 05/14/2025

  Please contact us and ask for the supervisor Pearl and she will quickly assist you.

• Initial Complaint

  Date:03/21/2025

  Type:Delivery Issues
  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.

  I have reviewed the business response and accept this resolution. 

  Business Response

  Date: 04/24/2025

  We have issued a replacement for this lost package 

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  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.

  I am rejecting this response because:   I conducted business with Herroom and I don't believe that the failings of their agent or intermediary relieves them of the obligation to resolve my matter.

  I have already been inconvenienced by HerRoom's error and the significant time this matter has demanded due to the failings of and dismissals by HerRoom's Representatives. I cannot perceive how HerRoom could think that this response could be considered appropriate or acceptable by any stretch of the imagination.

  two missing items and the initial refund dated Nov-26.I have tried explaining via chat, telephone calls and emails (with screenshots of all the relevant details attached) that the total value of the refunds I received does not cover the total value of the missing items plus the related shipping, duties and taxes but to no avail.

  Business Response

  Date: 03/31/2025

  Hello it appears that Global E did not allow us to refund the duties and taxes on this order. 

  Customer Answer

  Date: 04/15/2025

  Good Afternoon,

  I have shared the details of my previous communication to demonstrate how uncooperative HerRoom has been and to confirm that they were capable of processing refunds without Borderfree.  It is unfortunate that my purchase and my patronage are of so little significance to them.

  Missing from the attachments I shared are my follow-up on Dec-******* and Jan-2-2025, to which I received no acknowledgment or response from HerRoom.

  Thank you for your efforts in this matter.

  Regards,

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

  Business Response

  Date: 04/28/2025

  Refund was issued for the missing item.

  Customer Answer

  Date: 04/29/2025

  I have reviewed the business response and accept this resolution. The total refunds still fall short of the total charges (price, duty and VAT) taken from my credit card in connection with the items I did not receive but this shortfall, by my calculations, is around USD $7 and this amount is not worth any additional frustration.

   

  Many thanks to the Better Business Bureau for your assistance in this matter.  I am certain I could not have achieved a reasonable or respectful conclusion without you.

   

   

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  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 October 9, 2024 I made a purchase for my partner through HisRoom.com, owned by Andra Group. The item was on back order at the time with an expected restock of October 31. On November 6, I inquired about the status and was told that it was still back ordered but they had the same product in a different color, and asked if I wanted that instead and I said yes. The item arrived soon after, but it was definitely not the same product and had a different SKU. I brought this to their attention and asked for a refund and they said since it was past the return date they wouldnt take it, except they counted the return window starting from the purchase date and the item didnt even arrive until after the window closed and they are not returning my emails. I want the amount I paid refunded.

  Business Response

  Date: 02/18/2025

  Hello ! We advised you to email us pictures so we can closely examine the item you received. According to the pictures that were provided, you were sent the correct item. The *** number that you are look for to confirm is  882700319398. Please contact us and ask for the supervisor Pearl and she can assist you. 
  
  

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  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 12.13.2024 I ordered 2 sports bras and one of the bras did not fit. On 1/10/2024 the item was returned unworn with the tags still on the item. I did not hear back from herroom.com for nearly 3 weeks and I tried to track the item down & was finally able to speak to ************** told me that they could not accept the return because it was worn, the tags were missing & it had a smell to the item. I was shocked as I only tried on the item to check the fit. I did not remove the ********* had no smell when I shipped it back to them via **** I found it be very odd that they never notified me that the item had arrived at their *********** had to track the item down to find out if it was even delivered to them safely. I spoke to two ******** service ***resentatives who were HORRIBLE, RUDE, and 100% unprofessional. Extremely aggressive & would not allow me to speak to their managers. I asked them to please verify that we had the same item. The 1st ******** service *** read back the wrong SKU number that was different from the order form that they gave me. Then she back tracked and said that we had the same number it was disturbing. Her name is Pearl she was horrible on the phone and extremely rude & very aggressive. Then I called back and spoke to ****** she was also useless & said they would investigate the issue but could not help me as I returned the item that was damaged. I requested a picture of the item just to confirm that it was the correct bra they could not send me picture nor could they confirm that we had the correct tracking number. THEY STOLE MY MONEY. And then they lied and said that I damaged their product. They never notified me that my packaged arrived nor could the confirm that we were discussing the actual item I purchased. The entire company is a scam with horrifically aggressive and angry employees. They need to be investigated because there are several post on the Instagram page complaining about the awful service they provide. Its appalling!!

  Business Response

  Date: 02/18/2025

  Hello ! We completed a second inspection on the returned items as insisted. 

  You were issued a refund for the returned item. 

• Initial Complaint

  Date:01/15/2025

  Type:Product Issues
  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 am rejecting this response because:   I paid shipping to send the item to herroom it took them almost 3 months to respond back to me and all of the people I spoke with their were NASTY to me. The Bra was not used at all as I have the bra back and it is in excellent condition. If it was so damaged why would they want to donate it. I had a horrible experience and plus I lost money from the purchase of the bra to the ***** shipping cost that I paid to send the bra back. ****** was nasty and very condescending when I spoke with her amongst the other employees

  Business Response

  Date: 02/18/2025

  Hello ! We apologize for the experience you had with us. We reshipped the item back to you free of charge. We were unable to accept the item because it was returned to us in a used condition. 

  Business Response

  Date: 02/18/2025

  Item was returned in unsaleable condition.

  Customer Answer

  Date: 02/18/2025

  I am rejecting this response because:   The only thing that was missing was the tag and that was it! The company handled this situation very unprofessional. I had to send numerous emails to get a response in which I can provide 

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  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 Bras on October 16, 2024. The HerRoom Business blocked my IP address, so I canot not log in to their site. I have called every two weeks; the last call was today, December 9, 2024. I was promised refunds and returned phone calls but to no avail. I gave the company my IP address so they could fix the problem. I fear this is a scam company. The customer service phone number works, and someone eventually picks up, but they are rude, dismissive, and unhelpful. Most importantly, I was promised a return phone call and a refund, but I have not yet received any help.

  Business Response

  Date: 02/18/2025

  Hello ! It appears we issued you a full refund on  12/09/2025 

• Initial Complaint

  Date:09/24/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to file a complaint against Herroom regarding my recent purchase of bras. I ordered several items, but unfortunately, they did not fit as expected. I promptly returned the bras for a refund in order to reorder the correct size.However, I was informed that I am ineligible for a refund/exchange because I removed the tags from the bras. I was shocked by this policy, as I believe it is necessary to remove tags in order to assess the comfort and fit of the items. The company's response suggested that I either pay for the return shipping or donate the bras, which I find unacceptable.I was not aware of this policy prior to my purchase, and I feel that it is unreasonable and not clearly communicated. This experience has been frustrating and has left me dissatisfied with the service provided by ******.

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 recently purchased a number of bras from HerRoom.com. When I received them I tried them on and found that none of the bras fit. I immediately placed all of the bras back in their original packaging and mailed them back the following day. I received an email today stating that one of the bras was "damaged - had gold glitter on it" and they would not be returning my money. I immediately called customer service because not only did I not wear any of the bras, I avoid glitter like the plague. I don't use any cosmetics with glitter, I don't do crafts, I seriously will not bring anything with glitter on it into my house because it gets everywhere. This is how I know for a fact that ******* is lying about the damage. After speaking to customer service and being told that there really isn't much they can do, I did a web search for problems with ******* returns and there are posts all over Reddit and ****** about this exact thing happening to others. This is a known scam by ******* to keep money they are not owed. I have also filed a dispute with my credit card company because I feel strongly that this is fraud. All I want is a refund for an item that I returned in the exact condition I received it in and returned it within 24 hours of receiving it.