• Extreme Restraints

Extreme Restraints

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Overview

Extreme Restraints has a rating of 1.47 stars from 38 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Extreme Restraints most frequently mention customer service problems. Extreme Restraints ranks 10th among Adult Products sites.

  • Service
    4
  • Value
    4
  • Shipping
    4
  • Returns
    2
Positive reviews (last 12 months): 0%
Positive
0
Neutral
0
Negative
2
How would you rate Extreme Restraints?
Top Positive Review

“XR hasnt failed me yet!”

J M.
11/5/16

I have made 5+ (totalling over $1100) orders so far and have never had any issues. On some of the super cheap items I have ordered were not great quality, but I always believe that if you order something worth $6 and many other similar products are $30-40, there is a reason for that, sometimes its just a gamble that pays off, sometimes doesn't. I've asked many questions about products before ordering to make sure I get exactly what I want, if the item is of value, they are always quick to respond (within a few hours generally) but are super friendly. Sometimes, certain things are the buyers responsibility to know and understand (such as import taxes). I find that any time I have had an issue (item not received, a simple human error generally), I email them, let them know and in the past they have investigated and refunded or offered to reship. No point in getting upset, I make mistakes in my job, so they are entitled too also. Lots of negative reviews on here for XR, but I couldn't possibly have a bad things to say about them. I'm already working on my next order and I don't anticipate any complications with that one also. Every order I have made is very well packed and discrete.

Top Critical Review

“Avoid!”

K C.
3/22/23

Everything they sell is available elsewhere. They do not back their products, make returns impossible, and have awful customer service. I will never purchase from them. Filed a PayPal complaint and am considering a lawsuit. I was told I have been banned from ordering anything from them and their associates for filing a PayPal dispute (not a complaint at that point). So I escalated to a complaint. Avoid these folks at all costs. Plenty of places to order the products they provide.

Reviews (38)

Rating

Timeframe

Other

Thumbnail of user kc723
1 review
3 helpful votes
March 22nd, 2023

Everything they sell is available elsewhere. They do not back their products, make returns impossible, and have awful customer service. I will never purchase from them. Filed a PayPal complaint and am considering a lawsuit. I was told I have been banned from ordering anything from them and their associates for filing a PayPal dispute (not a complaint at that point). So I escalated to a complaint. Avoid these folks at all costs. Plenty of places to order the products they provide.

Thumbnail of user dd808
1 review
0 helpful votes
February 15th, 2023
Verified purchase

One of the worse experiences ever. So on 2/13 I place and order for 2 day shipping….which means it should be there on 2/15-2/16….however since it took time over a day to package and ship its now arriving 2/17 which isn't 2 day shipping.

I paid extra for a reason…so I could get it before a certain day…. Not for these guys to take their sweet time to ship it….and then say "we have a policy that orders after 1pm get pushed to the next day" sooo even if by your standards you shipping on 2/14 then 2 day shipping still gets it to me by 2/16….that's not 2 day shipping then jerks…so scamming people.

So it's like burning money bc they don't honor it, won't refund me the shipping fee or cancel my order.

On top of that they have the WORSE customer service ever.

BC they are so horrible and don't care about customers I am making it a mission to post what happened everywhere and nonstop too.

DO NOT ORDER FROM THEM

Tip for consumers:
DO NOT ORDER

Products used:
Adult toys

Service
Value
Shipping
Returns
Quality
Thumbnail of user razonl768
1 review
1 helpful vote
April 19th, 2023

My order was canceled without an update and I found out by myself. They did not return the money either.

Thumbnail of user philj30
0 reviews
0 helpful votes
April 15th, 2016

The order was shipped to the wrong address because they had my previous one on file. I was told twice over the next 2 weeks that they couldn't res-ship until they got the package back but that I would have to pay for new shipping.
It is now over a month later still no merchandise and they still have my money (over $100) they "don't do refunds". There are plenty of other suppliers I would use them instead.

Thumbnail of user customerservicem
Customer-Service M.

Hello and thank you for the review. I would like the opportunity to review your order. If you would provide your order number, we would be happy to review the situation.

From what you are describing, it sounds like you placed your order online, but forgot to update your address on your account and when it came to the final checkout screen, forgot to update the shipping address before hitting submit. You are not the first customer that did not correct their shipping address and we can usually make the change if you contact us right after placing the order. If placed over the weekend or at night, calling our Customer Service first thing on the next business day will allow us the best opportunity to correct the error.

Unfortunately, once the order ships, we are unable to reroute a package if it is going through standard mail. The US Postal Service does not allow us to make changes to packages already enroute. If the package was shipped via UPS, we would have been able to do a reroute.

In regards to the reshipment, when customers provide incorrect shipping addresses, we do ask the customers to wait for the package to return before we reship. As you mentioned, we shipped over $100 of product to an address provided at the time of checkout. Since that is a lot of inventory from our warehouse that we shipped to you, we would like the merchandise back so we can send it to your correct address.

In many cases, we will make exceptions to the rules that we have in place. So, if you would like to provide your order number, I can look into the specifics and we can go from there.

Thumbnail of user sharronp4
0 reviews
0 helpful votes
May 3rd, 2016

I ordered my goods from Extreme Restraints. I paid my carriage in advanced yet when my goods arrived in England, I received a form from my post office saying that I owe £13 in custom money. I have complained to the customer complaint department twice now to get this sorted as they should have paid the correct amount of money to customs in the first place but nothing. I will never order from this company again, neither will I recommend them to anyone.

Thumbnail of user customerservicem
Customer-Service M.

Hello Sharron,

I apologize that you were unaware that when you order products internationally that your country will charge you a fee to import the package. We try to aid our customers with this information by having it posted at the top of the information page titled Shipping Internationally - https://www.extremerestraints.com/information/shipping/shipping-internationally.html

*** International Shipping ***

For all other potential customers reading this information, every country is different and charges different rates. These rules constantly change as do the rates. Duties and taxes are the responsibility of the person purchasing the goods and importing them into their country. The fees your government charges either goes to your government or the carrier or both. We do not receive any part of the fees that are charged by your country's Customs Agency.

Additionally, some countries have rules and laws governing what can and cannot be imported into their own country. Always check with your government before purchasing any items that would be shipped internationally. In most cases, items deemed as against the law to import will be seized by your government. It's always better to check with your government first rather than take a chance.

Thumbnail of user sebastianv7
0 reviews
1 helpful vote
September 6th, 2016

I noticed I had the wrong address on file immediately after ordering- and updated it as well as sent an email notifying them of the error. Not only did they ship the item to the wrong address despite having been alerted of the error but the person handling the issue didn't seem to really care. If I eventually receive my order ($100+) I highly doubt I'll be purchasing from them again. As stated in another reply they can reroute a ups delivery but that doesn't seem to matter to the person handling my issue. Thanks:>

Thumbnail of user customerservicem
Customer-Service M.

Hello Sebastian,

I was able to find your account and your order. I do see that you had placed your order on the morning of 9/3 and had emailed us right after (8:30am) regarding the error on the address that was provided at the time of checkout. Unfortunately, since our Customer Service Team answers emails in the order in which they are received, they did not see your email until an hour later (9:30am). By that time, your order had already been processed and loaded on the truck for shipping. If you would have called us instead of emailing us, we might have been able to catch your order and make the change, especially since you had noticed the error immediately after placing the order.

I was unable to find a response by our Customer Service that stated we could reroute. Your order shipped via UPS Surepost which uses the method of UPS picking up the package from us and delivering it to your local post office. The US Postal Service will then make the final delivery. Whenever the US Postal Service is involved with a shipment, rerouting a package is not possible, USPS will not allow it, even if it is still in the hands of UPS.

I can make a one-time exception to our policies and allow a reshipment to the correct address. Please contact our Customer Service Department and they will reship it for you. I will put a note on your account with the approval so they will see it when you call or email them.

***For all other customers – Incorrect Addresses***

As mentioned in other review responses, please be advised that if an incorrect address is provided at the time of checkout, and if you want it corrected, YOU MUST call us as soon as possible to make this correction. Sending an email is not recommended as our Customer Service receives hundreds of emails a day and they may not see your email before your order ships. If your order is placed on the weekend or after normal business hours, then call us on the next business day as soon as our phone lines open. Our phone lines turn on at 7:30 am PT Mon-Thur and 8:00 am on Fri. Help us by communicating with us as soon as possible so we can help you.

Thumbnail of user alicek30
1 review
27 helpful votes
November 24th, 2015

Seems like I'm in the minority, lol.

There were problems with the shipping, but it seems more to have been UPS than Extreme Restraints. It was a huge headache. Ended up having to pick it up at a nearby UPS location.

Nevertheless, I've ordered twice from this website, and I've got no complaints. Items are exactly as they appear in the pictures. Good quality -- you definitely get what you pay for.

Sending is extremely discreet. It comes in a simple brown box, taped (so you can tell if someone opened it), with just your name and the initials XRLLC.

4 stars, because I didn't receive an email when it was shipped, so I had to manually check on the website, but that's just being nitpicky.

Overall, excellent service!

Thumbnail of user customerservicem
Customer-Service M.

Thank you Alice for the positive rating. We appreciate the recognition. I was not able to narrow down your order number so I could not look into the specifics of your order.

As an FYI, we have heard from customers with hotmail, live and outlook email addresses that they do not receive our email due to our domain being labeled as spam. If that was not the case, we would be happy to look into the issue for you.

Thumbnail of user terrym73
0 reviews
2 helpful votes
September 25th, 2015

I bought an expensive leather hood from this company and the zip came off the first time in tried it on.
I contacted the company to ask how we could resolve the issue and was told there was nothing they could do as the 30 day returns policy had expired.
The hood cost me £119 ($176) including postage and is useless.
Don't buy the poor quality products from this site, especially as they have no regard for customer satisfaction or for providing fit for purpose products.

Thumbnail of user customerservicem
Customer-Service M.

Hello Terry,

I believe I was able to locate your order, but, please correct me if the following information is not yours and I would be happy to look into the situation.

The last international customer with a name starting with Terry M that purchased an expensive hood was on June 5th, 2015 which was over three and a half months ago. Our policy is that we have a 30 day free from defect warranty and will gladly replace any defective item on proof of defect. We have been known to extend this policy by a week or two to aid our customers in ensuring that they are happy with their products.

The customer that placed the order I referenced above emailed us on Sept 21st stating the zipper broke. We had responded the this order was past our 30 day warranty.

Even if we added a few weeks to our policy, the order above was placed months ago. I apologize if this was not your order and would be happy to review a different order on your behalf.

** For all others reading this, please note our posted policy on the website:

http://www.extremerestraints.com/information/custserv/satisfaction-guarantee.html

DEFECTIVE RETURNS - If an item is defective, we have a 30 day free from defect warranty and will gladly replace any defective item on proof of defect.

UNWANTED ITEM RETURNS - If an item is unwanted by a customer, the item may be returned within 30 days. A customer must obtain an RMA first from our customer service team. Once an RMA is obtained, the item can be sent back for store credit minus a 20% restocking fee. This restocking fee is for us to purchase a new item to fill the space on the shelf. WE NEVER RESELL RETURNED ITEMS. RETURNS ARE DESTROYED UPON ARRIVAL.

Thumbnail of user danielp135
2 reviews
24 helpful votes
February 4th, 2017

Spent 157 dollars and 2+ weeks later i have not received my goods. Sent a message and never received a reply back.

Thumbnail of user customerservicem
Customer-Service M.

Hello Daniel, I see that you had placed your order on 1/21 and it shipped standard on the next business day on 1/23. Standard shipping takes 5-7 business days. I see that you had emailed us late at night on 1/31 and we responded the following morning providing you the tracking information on your order. Upon reviewing the tracking, it appears that your local post office received it, then no further updates which means they either lost it, misplaced it or delivered it and did not update the information. In cases like these, we usually work with our customers on reshipping their package free of cost since it was not your fault the post office lost your package. But, you would need to contact our customer service and they will work with you on a solution. I will put notes on your account that they should expect your call or email so they can help resolve this issue.

Thumbnail of user jasonf35
1 review
11 helpful votes
May 6th, 2014

Be ware of their cancellation policy! I tried to cancel an order by calling them directly about 20 minutes after the order was placed. I explained I had simply selected the wrong item, and my wife did not like what I had selected. I was told that the order could not be canceled, as it goes "directly to their wearhouse." I also confirmed this with their manager. Also, as other reviews note, their shipping costs are inflated.

Thumbnail of user keeml
0 reviews
3 helpful votes
April 8th, 2015

They had not intentions of delivering I sent ut to my job they claim that I got a ups slip haha its been over 2 monrhe no refund what gives you the e right to not send and think you can get away with this I have full legal proof. Scam they are stealing

Thumbnail of user customerservicem
Customer-Service M.

I was able to find your account and your order. Your order was placed on February 26th. I see that USPS attempted to deliver your package on March 5th. USPS left a notice for you to pick it up at the Post Office as there was no secure location to leave the package. After 20 days, USPS deemed your package as unclaimed. USPS shipped your package back to us on March 29th. Upon reviewing the tracking information for your package, it is still in transit back to us and has not arrived at our facility yet. Our policy is to reship the package once it arrives back to our facility.

Your first contact with us was by email on April 1,2015. We provided the USPS tracking information and explained the issue USPS had with delivering your package. Your next email arrived yesterday (April 7th) asking for a phone number so you could speak with a Supervisor, which we provided. You called this morning (April 8th). I spoke with both the CSR and the Supervisor that you spoke with this morning. They were more than willing to assist you with the issue you experienced but due to your profane language, had to disconnect the call.

We have decided to refund your order in full. It is unfortunate that we will lose you as a customer despite our efforts to provide you with an exceptional customer experience.

Thumbnail of user jlawrence.aloder
1 review
0 helpful votes
May 10th, 2023

Product lines, Order processing, Shipping - 4/5. Customer Service - 0/5. Questions appear to be interpreted as threats to their integrity for which they will bar you as a client. No consideration given.

Products used:
Questioned them regarding processing of charges. Also questioned credit card company regarding charges posted to credit card. Misunderstanding was due to how credit card company posted foreign exchange transaction. Vendor interpreted this "questioning" as impuning their integrity, so barred us as clients. Their policy is NOT a "client friendly" policy ...
"Our records indicate that the information received was used to file a dispute against our company, XR, LLC, for a previous order. When a customer files a dispute, our policy is to no longer honor any future business with that customer to prevent additional future disputes with no contact made prior."

Service
Value
Shipping
Quality
Thumbnail of user williamc99
2 reviews
1 helpful vote
July 25th, 2015

Any one that sees this site and reads the reviews on their products can see most of the reviews are positive or not completely dissatisfied with it even when giving it only one star i have tried lots of their products the only ones i have left are the ones i bought in the last couple months the rest broke or i trashed cause they where that bad, i tried to post reviews of the items but they where never put up i do know they do not do returns or refunds it is in their terms of use but this takes the cake to screen reviews, and i did follow the rules of more than 25 words and no profanity i kept it professional, but i told the truth that the item does not do what they claim it does so they wont post my review,
Thanks for reading and have a nice day

Thumbnail of user customerservicem
Customer-Service M.

Hello William,

Due to the massively high volume of reviews that we receive on our products, we are unable to post every one of them. If you search our products for reviews, you will see that we post both positive and negative reviews. Take a look at the negative reviews received for VE535-Neopre or TV200. The reviews are to help customers in guiding them with their purchase decisions. We also use the reviews to see if a manufacturer needs to be notified of a trend in defects.

I do apologize that your review was not selected from the hundreds that we receive. Not everyone's review will be posted and I do apologize if you believed all of yours would be posted.

** For all others reading this, please note our guidelines for reviews:
"Reviews must meet our editorial guidelines to be posted. Reviews should provide constructive text to help others make a good purchasing decision. Reviews under 20 words, uses of profanity or spamming will be removed. Once reviews are submitted they become property of XR. All rights reserved."

In regards to our return policy, you may want to revisit our policies which were updated a couple months ago. We accept returns on all of our items. These new policies went into effect in May 2015. You can see them here: http://www.extremerestraints.com/information/custserv/satisfaction-guarantee.html

DEFECTIVE RETURNS - If an item is defective, we have a 30 day free from defect warranty and will gladly replace any defective item on proof of defect.

UNWANTED ITEM RETURNS - If an item is unwanted by a customer, the item may be returned within 30 days. A customer must obtain an RMA first from our customer service team. Once an RMA is obtained, the item can be sent back for store credit minus a 20% restocking fee. This restocking fee is for us to purchase a new item to fill the space on the shelf. WE NEVER RESELL RETURNED ITEMS. RETURNS ARE DESTROYED UPON ARRIVAL.

(be advised that the old policy, which is no longer in effect, is still onsite. When we transition to our new platform, it will be removed)

Thumbnail of user jamesm123
0 reviews
3 helpful votes
July 4th, 2013

I purchase thousands of dollars a year online. This company is by far the worst! They don't even store their own products. They are drop shipped from other vendors. We tried to exchange a pair of boots, and they wouldn't allow it because the other vendor never contacted them back. Terrible customer service! Beware!

Thumbnail of user customerservicem
Customer-Service M.

Dear James,

We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.

To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?

We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.

Thumbnail of user sierrah
1 review
6 helpful votes
March 13th, 2014

I purchased a toy, but what I got was NOT what was advertised. It was advertised as 4" fully inflated, but it was 5" DEFLATED. It was terrifying and completely unusable except as a weapon to scare of intruders. When I contacted them about it, they offered me a 15% refund FOR THEIR MISTAKE. I was expected to take the financial loss for them! DO NOT BUY FROM THESE PEOPLE.

Thumbnail of user lexp6
0 reviews
5 helpful votes
February 10th, 2014

We placed an order for nearly $400. One of the pricier items was "discontinued," which they notified us of view email after they took our money. They don't issue refunds even when it's their fault the item isn't available. Instead they issue a store credit, which can only be redeemed over the phone. You can't use the store credit on the website. When you call to redeem your store credit, the representative clearly hates her job, hates you, and likely hates herself. Even in today's world of terrible customer service, this place takes the cake. Absolutely the worst. There are tons of other places to spend your hard earned money.

Thumbnail of user customerservicem
Customer-Service M.

Dear Lex P.,
We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.
To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?

We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.

Thumbnail of user joshm124
0 reviews
0 helpful votes
November 5th, 2016

I have made 5+ (totalling over $1100) orders so far and have never had any issues.
On some of the super cheap items I have ordered were not great quality, but I always believe that if you order something worth $6 and many other similar products are $30-40, there is a reason for that, sometimes its just a gamble that pays off, sometimes doesn't.
I've asked many questions about products before ordering to make sure I get exactly what I want, if the item is of value, they are always quick to respond (within a few hours generally) but are super friendly. Sometimes, certain things are the buyers responsibility to know and understand (such as import taxes). I find that any time I have had an issue (item not received, a simple human error generally), I email them, let them know and in the past they have investigated and refunded or offered to reship. No point in getting upset, I make mistakes in my job, so they are entitled too also.
Lots of negative reviews on here for XR, but I couldn't possibly have a bad things to say about them. I'm already working on my next order and I don't anticipate any complications with that one also. Every order I have made is very well packed and discrete.

Tip for consumers:
your BOUND to come back ;)

Service
Value
Shipping
Returns
Quality
Thumbnail of user customerservicem
Customer-Service M.

Thank you so much for your positive feedback! We strive to provide exceptional customer service at all times and we are always willing to work with our customers to provide a satisfactory experience.

Thumbnail of user kc48
0 reviews
1 helpful vote
April 3rd, 2014

Their shipping policy is a SCAM. I'v bought plenty of items that other company ship to your door when you pay for shipping. These guys get ups to ship for an ADDITIONAL COST on top of their shipping cost. It a SCAM to boost prices of their items. Their are better company's to shop for online selling the same products at better prices if you factor in the extra cost of shipping. DO NOT BUY from them unless you plan on paying extra for a item. Their is no discount it's a FRAUDULENT SCAM.

Thumbnail of user shanj4
0 reviews
0 helpful votes
December 28th, 2015

My order went through 4 times when I had only hit submit once. I literally emailed customer support right after (mind you this was about an hour ago) and they have already cancelled the 3 other orders that went through. That is the quickest I have ever had anything taken care of by the customer support for anything I have purchased online.

Thumbnail of user customerservicem
Customer-Service M.

Thank you for the positive message. We are glad that we were able to assist you with your orders.

Thumbnail of user caml
0 reviews
4 helpful votes
February 10th, 2014

The rudest customer service staff I have ever encountered. It is amazing that the management of this site seems to be oblivious to a vital economic rule: customer likes equals return business.

Never again will I part with a single Dollar with this site!

Thumbnail of user customerservicem
Customer-Service M.

Dear Cam L.,
We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.
To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?

We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.

Thumbnail of user emilya12
0 reviews
3 helpful votes
October 7th, 2013

I had second thoughts about a purchase and wrote to them in order to cancel (within 24 hours). They wrote back and said there was nothing they could do.

Time passes and I receive nothing and now I they claim they sent the item by regular mail from the US to EU... no tracking. Scam company. Avoid!

Thumbnail of user customerservicem
Customer-Service M.

Dear Emily A.,

We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.

To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?

We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.

Thumbnail of user jl55
0 reviews
1 helpful vote
January 12th, 2014

If everything works, this site is good. But when it fails? Oh, boy do they suck.

Like DL. Below I ordered some items and chose the standard shipping, but when I looked at my receipt the site had changed it to express. Now I know that I didn't choose wrong because I was extremely careful about my choice because the same thing happened to me in September 2013, but I thought it was my fault back then.

So twice the site has changed standard shipping to express shipping at the last stage of ordering. And since you don't get a confirmation screen there is no way to stop is.

As soon as I noticed this I emailed them and asked them to change the shipping option. The answer I got was that this was not possible. I then asked them to cancel the order. This wasn't possible as well.

I then tried to get their "customer service" to acknowledge that there is a fault on their site (no such luck) and to refund me for the shipping charges. After fighting with them for a week I get told that I'd get store credit. That was a week ago and I've still not seen any store credit.

Oh, and since UPS sucks as well I haven't gotten my package yet and it would have been faster with standard shipping.

When Extreme restraints have your money they don't care $#*! about you. I would stay away from this company if I where you and go shop somewhere that cares about you as a customer.

Thumbnail of user customerservicem
Customer-Service M.

Dear J. L.,

We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.

To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?

We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.

Thumbnail of user fixc2
0 reviews
3 helpful votes
October 5th, 2015

I had recently made an order valued at $214.25 to ExtremeRestraints and was soon sent my order confirmation e-mail. All appeared correct, my full order was listed in the e-mail. A day or so later, I received my shipping confirmation e-mail with shipping code... Out of all the products I ordered, only two items were listed (which mind you, were the two cheapest items). Assuming this to just be an error, I waited for my packaged only to be disappointed to find that I had received only those two orders instead of my full order. Checking my statement, I found that they had taken the full order price out and had not refund anything. I sent them an e-mail with copies of the order confirmation and the shipping confirmation for comparison explaining exactly what happend.

The company responded and told me the order had been shipped and that it states it was left on my porch.

I wrote back and told them that I had explained that in my previous e-mail, that I had received a packaged, but the order was incomplete, and informed them of the items I was missing.

After several days, I received this e-mail

"Thank you for your email. We are only able to locate one order under your name. In your order EX********** which was placed on September 24,2015, this order only contained items ST100 and AD699. Please advise if you have placed a second order containing the items you have listed below.

We look forward to your reply."

It appears that this site/company may be a scam and I'll have to dispute this order. I sent them one more e-mail clearly explaining the issue, and once again copies of the order confirmation and shipping confirmation... Highly disappointed because I had hoped the items would have been here before this weekend...

Tip for consumers:
Don't use this site

Service
Value
Shipping
Thumbnail of user customerservicem
Customer-Service M.

Hello Mr. C.,

Using the information you provided (date and items) I was able to find the order under a customer with the same initials F. C.

The order that came into our system only had the two items on it. Unfortunately, the CSRs in Customer Service cannot see the orders in the backend of the website so they can only go by the orders they see in the order system. I, however, can.

I found your order in the backend of the website. And you are 100% correct. You ordered 5 items. The order that came into our system only shows 2. I have our IT department looking into the issue to prevent this from happening again.

For the issue and trouble you have experienced, I will refund your order.

Thumbnail of user gregm46
2 reviews
3 helpful votes
December 10th, 2014

Into week three after order being placed and not shipped I cancelled order and was told I can have an in store credit. I called and advised them that the credit was not acceptable since they failed to ship the order. One rep said she would approve a refund. (Haven't seen it yet) When confronted with the idea that a charge to my card without shipping the order was inappropriate, she said that my card was not actually charged, that just a hold was put on it. After checking with my bank I discovered that the card was charged the day after the order was placed. Problem 1 - failure to ship. Problem 2 - attempting to keep my money after failure to ship. Problem 3 - Lie about charges to my card. Problem 4 - Have yet to see the credit to my card.

Thumbnail of user customerservicem
Customer-Service M.

I was able to find your account and the history. We will take full responsibility for this issue. The item you ordered was backordered then discontinued from the manufacturer. We should have notified you of this on 12/3/14. Our policy is to provide store credit which I see we offered in response to your emails. In this particular case, since the item was discontinued, we should have provided you with a refund. I apologize for the inconvenience and the issue you experienced with us. You should expect to see the full amount returned to your card.

Thumbnail of user jaym113
0 reviews
4 helpful votes
July 2nd, 2015

I ordered my product two days ago and got it very quickly, using the snail mail shipping.
HOWEVER, I asked for email notification of its arrival, and i didnt get it. Instead I got a text from my father saying I got a package and "there's something hard inside". I was confuses for a few reasons, one being that it was not supposed to go to his house. His house was the billing address, my new residence was the shipping address. And also, how would he know its hard? I went to pick it up and it was in a padded envelope.
This sounds a bit $#*!y, but if you're going to accidentally send my sex toy to my father, AT LEAST, put it in a brown box as per the website said. I am satisfied with the product itself, but Im extremely annoyed about the whole shipping process. I work for a shipping company, it really isnt that hard.

Thumbnail of user customerservicem
Customer-Service M.

Hello Jay. I am sorry this issue happened to you. We have quite a few customers whose names start with Jay M that have ordered in the past couple months. If you would be willing to provide your order number, I would like to send you something as our apology for the situation.

We are aware of an issue of the customer's shipping address defaulting back to the customer's main account address if the customer signs in to their account in the middle of the checkout process. This is one of the reasons why we will be migrating our site to a new platform in the near future. We do recommend that customers sign into their account before starting checkout. In addition, we recommend that at the final stage of the checkout process, the customer should review both the billing and shipping addresses at the top left of the screen to ensure the accuracy before hitting submit. We have been informed that this issue will not occur on the new platform.

In regards to the envelope issue, this should not have happened and I truly apologize for this. Our products are not items that are as mundane as a pair of socks or a book. We attempt to be as discreet as possible. Envelopes are used by our shipping department for light weight items in clam shell packages or in manufacturers packaging. There should be no way to tell what the item is when shipped in the envelope.

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