HerRoomReviews 3,672

I ordered 2 identical Bras, except color. Since it was Christmas time they took a long time to get to me. They were bit the same size.I called several times and was told they'd send me a return label but non ever came. Each time I called, they said they'd send it, then they started saying Id waited too long so would do nothing. I'm now stucdk with 2 bras that do not fit.

Placed an order for the same item, a package of women's panties, in two colors. I was informed there would be a delay with the one color and asked if I would like to make any changes to the order. I responded in less than 12 hours and never received a reply to my request. Instead I was shipped the order and ended up paying $7 in shipping for one package of panties. I was told that I would have to place another order for the second set because the first order had already shipped. It hadn't shipped when I replied to the email I received. I said I wasn't going to pay another $7 shipping for one package of panties. I was told that I could place the order and contact them after and they would credit the $7 shipping charge. I explained that I didn't feel I could trust them to credit a $7 shipping charge when they can't even reply to an email after requesting a response from the customer in the first place. Guess what... I've received NO REPLY... AGAIN! I can't even begin to explain to Cynthia at HerRoom that this is how you end up with a One Star Review. What I would have done in my day as a Customer Service Rep is offer to credit the $7 shipping charge that was already paid, giving the customer confidence that they, in fact, would receive the credit. This way, when they place the new order, they pay the full shipping charge with no question. It creates a win/win for both sides. Instead, you have created an angry customer who is writing a 1 Star Review.

I tried to place and expedite an order for bathing suits on 4/29 as I was on vacation and realized I failed to pack mine. I love your Sunset tankinis, have 7 or 8 and won't buy anything else. The PayPal charge went through but I didn't receive an order confirmation and the items still showed as in the shopping cart. Customer service was closed for the day. When I called on 4/30 and reached customer service, the rep was somewhat rude said she did not see an order for me, not to attempt to reorder, and that she escalated the issue and someone would call me shortly. I called back 2 hrs later and got the same rep. She bluntly stated that she had talked to me 15 or 20 minutes earlier (I check my phone it was over 2 hours) and I needed to be patient. Someone would call me SHORTLY. Next day, 5/1, I called again and thankfully got a different lady who canceled the original order that was charged but not processed, she had no problem finding it, helped me with a new order, expedited it to next day and said she would waive the shipping charges after it had shipped. She was wonderful, patient and kind. I was thrilled. The suits arrived in 2 days (3 days after my original attempt) but no confirmation of fees being refunded. I called to confirm the refund and unfortunately got the first rep, who was again very rude and demanded to know why I thought the shipping should be refunded. After I explained, she checked the system, said the refund had been processed and I would just have to wait to see it hit my credit card. No email confirmation, just her brusk statement. Fortunately the refund did come through.

I love your products and if you check my order history, I have purchased a great deal from you, completely stocking 3 houses with underwear, bras, sports bras and bathing suits. I have always had good service in the past. I understand occasional system glitches, I was a consultant for a living. The second rep who helped process my order was a tribute to your company and every thing I would hope for to fix a problem. But the rudeness of the rep I spoke to 3 times was outrageous. I hope she isn't someone's relative because if she was my employee, she would be looking for a new job.