From the business
Let HerRoom take over your lingerie drawer. Revolutionary 'Know Your Breasts Bra Finder' and 'Universal Cup Sizing' features guarantee the right cup size.
HerRoom Reviews Summary
The company has established a strong reputation for its wide selection of quality lingerie and prompt delivery, with many customers expressing satisfaction with their purchases and the overall shopping experience. However, concerns regarding customer service emerge, particularly related to response times and support during order issues. Some customers faced challenges with product availability and delays, leading to frustration over returns and communication. While many appreciate the product quality and variety, enhancing customer service responsiveness and addressing logistical issues could further improve overall satisfaction and loyalty.
This summary is generated by AI, based on text from customer reviews
Instant Feedback
This company is a rip off. They address all returns as "garment has been worn and shows signs of wear" I never tried the item on. There are literally thousands of the exact same complaint online. Don't buy from this company.
This was my first purchase with them and never will again. I purchased 2 Lunaire bras at the end of May. I wore them maybe two times each and the underwire ripped the fabric and became exposed. The products are obviously defective. I sent pictures to customer service representative and she forwarded my information to her supervisor for review. I had not heard anything to date. Never purchase from them again.
Hello Linda - I appreciate you reaching out to us. I have reviewed your order in question which was placed in May along with your correspondence. I wish to apologize to you for the poor follow-up by our representative. She should have been more timely in responding to you. She is being coached to improve her timeliness. So, thank you for bringing this issue to my attention.
Regarding the items you purchased. Your two items were purchased 2 months ago and you have shared that both items were washed and worn by you multiple times. The eventual popping out of a wire could be caused by many issues including you being the wrong size bra. We actually have a video on this subject. Here is the link::
https://www.herroom.com/why-underwires-can-pop-out-of-your-bra,1278,30.html We do not consider the eventual exposure of the wires after wearing and washing the garment to be a defect.
Kind Regards,
Wilma
Customer Service Manager
I was a new customer and needed to return one of the items I received, "The Fantastic Tank". I returned it in the condition that I received it with tags and packaging and they returned it to me stating it was worn, damaged, had excessive hair and deodorant marks. I found one hair that was 1/4 inch on it that could have come from anywhere, even their warehouse. It was not even my color. There were no other marks as they said and in perfect conditon. I contacted them and they would still not return it. This company is unprofessional and I would no buy from them again with such a strict policy. Apparently, if you open the package, it is yours. Beware.
Hello Teresa - Thank you for bringing your concern to my attention. I have reviewed our photography of your returned item along with our correspondence with you. Our returns department makes every effort to try and bring a returned item back to new condition. Unfortunately, your item contained excessive internal staining and lots of short embedded hairs (possibly from a cat or dog) that could not be removed by a vacuum or with adhesive tape. When we are not able to bring a returned item back to new condition, we do return the item to the customer.
Should you be able to remove the staining and all the hairs, I would be happy to reconsider your item for a possible return.
Kind regards,
Wilma
Customer Service Manager
I returned a tankini to HerRoom because it didn't. It was never worn and was returned in EXACTLY THE SAME condition as it was received. Instead of crediting me they sent it back with a pre-printed card saying it was worn, dirty, and not resaleable. That was a total lie. I returned it back to them again and have disputed their charges on my credit card. This also happened with the larger size I had requested when I sent the first one back. This is apparently the common practice there.
Don't think that this company will let you return anything - they will make false claims - they will outright lie about the garment and refuse to accept your returns.
Don't think you can return something if it doesn't fit - it will be sent back to you with a note saying the item is dirty, worn, damaged or something. This happened to me on three items - one of which I didn't even try on.
They way they charge you to return merchandise in unacceptable. I have purchased from them through Amazon and they have the gall to make you make you pay the return shipping. I will NEVER purchase another item from them.
Hello Lori - Thank you for your feedback. Yes, we have a very generous free shipping policy when an item is purchased. However, our return policy has always stated that return postage is the responsibility of the customer. For your convenience, we offer 2 options - a pre-paid label for $5.95, or just a label so that you can choose your carrier of choice.
Kind Regards,
Wilma
Customer Service Manager
I ordered a two piece bathing suite and had the order on rush so I had it for vacation. I received confirmation emails but after a week I called to see why it wasnt shipped. I find out pieces are in back order, so instead of taking initiative to notify the customer they do nothing. I cancelled the order to rush order the piece that they do have. Another week goes by and the item (singular) is still not shipped!
Have tried calling customer service and have waited for hours for the agent that will be right with me.
I strongly recommend saving your money and order from an actual company who prides themself on providing an actual service. What a huge waste of time!
Hello P. B. - Thank you for your input. My team and I have scoured our database looking for your return. We are unable to find it without your full name. Please be so kind as to call me with your order number or your name so that I may investigate further. 800-558-6779 #4
Kind Regards,
Wilma
Customer Service Manager
I recently purchased 4 bras and two were returned/exchanged. All were tried on at the same time. One of the returns was rejected as being worn or dirty. The other was accepted. When I examined the 'worn/dirty' bra, which they returned to me, there was not one mark on it. The CSR insists the pictures she has show deodorant marks, but I could not find any. And this was the bra being returned for credit. The exchange, tried on at the same time, was exchanged without question. I suspect this company does not want to give money back and uses any excuse to avoid refunds.
Hello Anne - I appreciate you writing about your return. I am happy to provide further feedback. I have reviewed your correspondence with our company along with the photography we took of your refused item. The item in question was black. Unfortunately, significant white staining throughout the inside of the bra was discovered. We were unable to remove it without causing damage to the item. This is why it was returned to you.
Kind Regards,
Wilma
Customer Service Manager
I made a purchase with Her Room in May and found I needed to return several items. I read the website and found out I needed to request a Return Merchandise Authorization (RMA). I called Her Room and asked for one and got told I had to request it through Borderfree-even though the website clearly states that the return has to be initiated through Her Room. I contacted BorderFree and they referred me back to Her Room.
The Customer Service Rep I spoke to this time told me to just box everything up and send it back. I was not comfortable with this advice so I called again only to get the same runaround as I got the first time I called.
I waited a few days to cool down and then called back. They still tried to give me the runaround but this time I had a copy of their return policy in front of me and I calmly read it to her. She finally (begrudgingly) emailed the RMA.
This is speculation on my part, but were they intentionally stalling until the return window closed? It seems that way.
Hello Daisy - I appreciate your feedback. You are an International Customer. When you placed your order with our International shipper, Borderfree, they provided you with information about how to initiate a return. They have an RMA process on their end for returns. I'm sorry you read the USA return policy rather than the International policy. I hope this clears up the confusion.
Kind Regards,
Wilma
Customer Service Manager
I was hesitant to buy from HerRoom as I knew I was probably going to have to return as I wasn't sure of my bra size. I've read (especially on this site) a lot of bad reviews about not being able to get an exchange/refund. I have already had to return 3 bras and I have not experienced any problem. While it took a little longer than I'd like to get the refunds, I got them without questions. I know a lot of people usually only leave reviews when they have bad experiences so I wanted to leave my good experience. Makes me just assume some of these people probably tried to return worn items with missing tags, etc. And by the dates... I'm betting it's even possibly ONE disgruntled customer.
Hello Barbara - Thank you so much for your review. My team and I greatly appreciate it.
Fond Regards,
Wilma
Customer Service Manager
The return information on their website is a lie. They sent me the wrong size item and would not exchange it or credit me unless I sent a photo of the item as proof that it was the wrong size! Otherwise I would have to pay the postage for the return! Their stated return policy on their website says the opposite. What happened to "truth in advertising"?
Hello Freddy - Thank you for your outreach. I'm unable to find your call or any correspondence from you. However, I'm happy to address your concern. On the very rare occasion when a customer calls saying we sent the wrong item, we ask for them to please take a photo with their phone and send it to us. It has been our experience that almost every time, the item is actually the correct one, and there was just a misunderstanding. I have also re-read our return policy. I'm afraid I do not understand where you feel we state something that is opposite to our handling of your item. But, I would be happy to speak with you. Please call 800-558-6779 #4
Kind Regards,
Wilma
Customer Service Manager
I, like many others who have written in negative comments, have a very negative feeling of this company. I order four camisoles after reading the sizing information. When these items came in I put one of the camisoles on and within 15 minutes the hem kept rolling up -- it was actually down around my hips and crept up above my waist. I called the company and they told me to return for a full refund. Well, what was an $87.50 charge turned into a $66.50 credit so they cheated me out of $21.00. I have written proof that all four garments were returned. I say stay away from these people.
Hello Barbara - Thank you for bringing your concern to my attention. I reviewed your order and our correspondence with you. You ordered 4 items and returned 4 items.One of your 4 items was returned without its original packaging. The packaging on the item is unique and integral to the item, so could not be returned to our inventory for re-sale. We therefore returned the item to you. We explained this situation to you in an email, and then again in your phone call with one of our Customer Service Representatives.
Kind Regards,
Wilma
Customer Service Manager
I'm extremely amazed that this company is still in business. They're the only insignificant lingerie companies around. All of the employees are illiterate and uneducated. Every question entails a lengthy pause and then another person incepts the calls. Please do not contact them and request a member of management. Dara is the absolute worst. I don't know who would allow her to be in charge. She will over talk you, call you a liar in so many words and flat out disconnect the call. Wilma doesn't care either and she's probably one of the agents that accepts the calls and is overwhelmed with her job at this company. All of their employees should be ashamed to claim this company. I express no faith in this business and would like to fairly warn others. Please stay away from this company. I have no recent orders from you and don't need a sorry reply from Wilma. Save it, honey. I just had time today to let you know about your services. You can point me in the directions of the proprietor and a contact number.
**************Response: Never said my name was Ms. Donohue. Never! This is a prime example of your mediocre reading and listening skills. My name is Devonta Taylor. My husband originally contacted your company. Please do not write back with false information trying to make your company sound good. No, ma'am. You need to investigate the people you have in charge and then, you'll see why you have agents that can't fully comprehend their duties. COMPREHENSION IS VITAL IN THE CALL CENTER INDUSTRY. And you never provided the Owner's contact information? Are you scared you'll be looked into?!*************************
Hello Ms. Donohue - I am sorry you did not have a positive experience with our customer service team. I unfortunately did not speak with you, but I have listened to your phone call. You were requesting that we give you free return shipping because you do not like the product. Our return policy has always been that the return shipping costs are the responsibility of the customer, unless we have made a mistake. We shipped you the correct item that you ordered, and the item you received has 10 five star reviews out of 11 total reviews. I feel my team did a very good job in explaining our policy to you in a professional way. And, I understand that you still want free return shipping.
Fond Regards,
Wilma
Customer Service Manager
5/24/18 original review. Update 5/25/18 at the end. Keep reading. Beware!
OMG! I really wish I had read these reviews from buying scam bras. The stories are true - I have an identical one...
I chatted online with one of their customer service reps, I told her I was a 42D. She told me the exact bra to order; came to my house as 36D. Now, I ORDERED 42D, got 36D.
Called to ask that shipping for returns be free as these are NOT the bras I ordered. Incredibly small.
Talked to 'Catherine' who heard my story, said, hang on one second. In 3 minutes another woman comes on the line, doesn't introduce herself except her name. I'm now confused about who this other woman is and do I have to retell the story... She finally says she's a manager...
#1: Catherine should have told me what she was going to do - escalate the call and
#2: The 'manager' should have immediately introduced herself as such.
The 'manager' was not only rude and talked over me, but would not listen to what had happened.
I've ordered from them in the past and they were fine. I'm not sure if they have new ownership or what but...
STEER CLEAR FROM THIS CRAP SITE!
I am off to blast them on every single internet site I can, including one I own - unskewedreviews.com
Herroom management, don't bother replying. I'd be embarrassed to work there...
UPDATE 5/25/18 - Further proving that this site is full of sh*t, 'Wilma' replied in her typical 'it's your fault' way. But, more importantly, she said that:
"My representative did, however, cancel your bra currently on back order that is also in the wrong size of 36D."
Liar, liar, her pants are on fire. I got a notice in Yahoo this morning that it had shipped.
HOW can they get any worse?
I've chosen to spread the word on this site to as many review sites as I can, starting with my own site: https://unskewedreviews.com/herroom-com-review-horrific-customer-service/
Oh, and Wilma? Kind regards.
Hello Lori - Thank you for your feedback. It is never fun to receive something different than what you were expecting. I have listened to your call with my Customer Service Representatives. I do agree with you that you should have been given the person's title when a new person came on the phone. Thank you for pointing this out to us. I will reinforce the importance of this with my staff.
The issue with your HerRoom order is that you feel you ordered 3 bras in 42D, and what arrived were 2 bras in size 36D. You feel someone on my team placed the order for you and made this sizing mistake. As my representative accurately and professionally explained to you, we are unable (for security reasons) to place an order for a customer when they wish to use PayPal as their payment method. To do this would require you, the customer, to provide very confidential information to one of our representatives. Because of this, we instruct the customer to enter the order and make the payment arrangements. Your order was paid through PayPal. Therefore, my team was not involved in the placing of your order and thus did not make the size selection mistake. My representative did, however, cancel your bra currently on back order that is also in the wrong size of 36D.
Kind Regards,
Wilma
Customer Service Manager
As many, many others on this site say - I SHOULD HAVE READ THE REVIEWS FIRST! I ordered 2 expensive bras from this company (after thoroughly reading the sizing information), and they both showed up WAY too small. Before returning, I spoke with one of their customer service associates and went over the problem - told her the size I had just been measured at (from a 15 year sizing veteran from Neiman Marcus), and she assured me that the next size up would fit my US size. The next shipment's bras did not fit either! Way too small AGAIN!
At this point, I want to return the bras and get my money back AND BE DONE WITH THIS SUP-PAR COMPANY. This has been a horrible experience thus far - not because of my frustrations with the fitting, but because of the incredibly RUDE and offensive customer service... quite shocking actually. THEY ARE COMPLETE AND TOTAL $#*!S - AND NO HELP AT ALL. EVEN THE "SUPERVISOR," COURTNEY WAS COMBATIVE AND OFFENSIVE. Not once from anybody did I hear we apologize for any mixup or inconvenience!
After all this debacle, they are demanding I pay a fee to return this box of useless bras, totally adding insult to injury! I WILL NOT PAY OUT OF THE SHEER PRINCIPLE, AND I WILL NEVER DO BUSINESS WITH THIS COMPANY AGAIN!
Hello Cynthia - We appreciate the time you have taken to post this complaint on every possible review website, on all our social media platforms, and on our blogs. You even went through our company timeline and duplicated this complaint on every post. Your demand is clear: You want free return shipping. We provided you with free shipping for your orders. If we have made a mistake, we give free return shipping. However, no mistake was made with your orders, and my customer service team tried their hardest to give you answers to the questions you asked. I'm sorry you are not pleased, and understand if you take your business elsewhere.
Kind Regards,
Wilma
Customer Service Manager
DO NOT SHOP ON THIS SITE. THIS IS A WARNNG. I BOUGHT A $64 ITEM ON THIS SITE AND IT DID NOT FIT. I TRIED IT ON ONCE AND SENT IT BACK. IT WAS IN PERFECT CONDITION WHEN I RETURNED IT. THEY SENT IT BACK TO ME AND SAID IT WAS NOT RETURNABLE. THERE IS NO REASON FOR THIS. I AM EXTREMELY DISAPPOINTED IN THIS SITE AND WILL NEVER BUY ANYTHING HERE AGAIN. IT WAS MY FIRST TIME AND MY LAST. I WILL ALSO MAKE SURE I SPREAD THE WORD FOR PEOPLE NOT TO USE THIS SITE. AGAIN, HEED MY WARNING, DO NOT SHOP ON THIS SITE! YOU'LL BE THROWING YOUR HARD-EARNED MONEY AWAY.
Hello Pam - I can understand your disappointment at having a returned item refused. Unfortunately, the garment was not returned to us in new condition. I have reviewed the photographs we take of every returned item, and feel our team made the proper call. If you would like to discuss this further, I would be happy to speak with you. 800-558-6770 #4.
Kind Regards,
Wilma
Customer Service Manager
Ordered 2 bras on sale and was told they were back ordered. Waited for about two months and then received an email that items were discontinued. Looking at reviews now, I am not surprised. Will not be ordering from herroom in the future.
Hello Liza - I appreciate receiving your feedback. Unfortunately, we are unable to find your order under the name given here. But, reading your comment, I believe I know what happened. We do not make the products we sell. We rely on the manufacturer to tell us product availability. Unfortunately, sometimes their factories decide to no longer make the product. If a customer such as you orders a back ordered product and this happens, we do send the email you describe. The good news is you were never charged for the products - we only charge when the product is shipped out of our warehouse.
I do appreciate your disappointment in not being able to get the items you ordered. So, I apologize for any inconvenience this caused you.
Fond Regards,
Wilma
Customer Service Manager
Terrible customer service by Brittanie and her supervisor Darla. Unprofessional, not helpful, not responsible. Shame on the big "international" company, who as per Darla and Brittannie are not responsible for packages that are not delivered. I understand that this may happen periodically. And in fact if it did happen, company should at least attempt that they are trying to do their job instead of arguing with me on the phone that they do not responsible and I need to call my post office.
Hello Victoria - I believe you are referring to an order placed by Kim K. We understand how frustrating it can be when a package is stolen once delivered. USPS has confirmation that your package was delivered to your address on 4/7. Unfortunately, the next step is that you must file a complaint with your post office. I'm sorry that you don't want to do this. But, this is unfortunately, the process.
Kind Regards,
Wilma
Customer Service Manager
Hi Wilma seen your reply the article was returned to the address shown on the original parcel i have ever dealt with a firm with such bad customer service leaves a lot to be desired I have sent the tracking details which clearly shows the return parcel has been accepted been delivered to you I await your reply I ll be on social media in Australia making sure everyone is aware of your bad service
Hello Joy - I am sorry for your frustrating experience. You live in Australia. And, Australia has different bra sizing than the USA. We have confirmed that you were sent the correct sizes ordered. Regarding your return items, you chose to create your own label rather than use the one provided. Checking the tracking on your package, it was delivered to an address in a different zipcode than ours. We will be happy to refund your return as soon as your package arrives at our distribution center.
Kind Regards,
Wilma
Customer Service Manager
DISGUSTING customer service. They mailed me a defective bra, I could never wear it and they refused to replace it!
DO NOT BUY from this company!
Hello Carine - We appreciate your feedback. If you were sent a defective bra, we absolutely will replace it. Unfortunately, we are unable to find your order number under this name. Please contact me at 800-558-6779 #4 with your order number so I may review what happened.
Kind Regards,
Wilma
Customer Service Manager
I spent days looking for small Navy Blue panty hose, I accidently ran accross HerRoom online and they had what I needed. I am going to my sons wedding and needed them very quickly. Got the product in a few days as promised, I even received my confirmation before that and the date it was shipped.
Hello Wanda - Thank you so much for your kind review. We greatly appreciate it.
Kind regards,
Wilma
Customer Service Manager
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello John - Our HerRoom site does not sell men's items. And, we do not see any order placed in our files using your name. If I am misunderstanding something, please let me know so that I may further address your concern. 800-558-6779#4.
Kind Regards,
Wilma
Customer Service Manager