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
I posted this review a few days ago, "Ordered a Wacoal bra from them and never received any kind of confirmation email of my purchase nor did I receive the item; however, my credit card was charged. Tried to contact Herrom through email and from the "contact us" link on web site. No response. I finally disputed the claim through Pay Pal and they are currently "awaiting" the seller's response. I expect to get my money back because I never received the item. Will NEVER order anything from them again." Well, I wanted to come back and tell everyone that I received my item today and it is exactly what I ordered. However, I doubt seriously I will ever order from Herroom again because of their terrible customer service and failure to ever let me know the status of the order.
Their products are wonderful, in my case plus size bras. They have such a large range of bras and sizes and that was why I initially drawn to them, also the Universal sizing chart. Customer service is very limiting and needs to be improved if people are going to return, particularly internationally. I paid $32.90 for a return of two bras, without any compensation, even though I was guided by the customer service agent for my particular needs. Bras ended up too small and requested some guidance to choose something else. Day after day I had communication with agent and finally wrote a complaint to the Manager (Daria), she responded, and asked me to wait 24 hours to investigate the matter. No response to date, even though I have sent two more emails since her communication with me. It is really quite appalling, and they will lose so many customers by having this negative, no care attitude. It is no way to run a business and I wish I could report the matter to the owner.
Hello Jennifer - I'm sorry our fit advice was not to your liking. I have reviewed the extensive correspondence, product suggestions and fit advice that was provided to you throughout your 6 contacts with us. I feel my team did a terrific job and provided you a mountain of good information. But again, I apologize that you feel our assistance was not helpful to you.
Kind Regards,
Wilma
Customer Service Manager
These bras I ordered have a chemical smell. Maybe you have a sinus problem. Thankfully I did not spend the large amount that some of your unfortunate customers have. Thanks for nothin'. Too many good retailers out there to have to settle for this nonsense.
I received a 3-pack of sports bras that had a very strong chemical smell. I hand washed them in an attempt to eliminate the smell but they still smelled so I explained to HerRohm customer service that I have allergies and that this was not acceptable. They refused to do anything to accommodate me. I don't blame the retailer for the smell but they are the ones that need to please their customers and they flat out did not. They are on my never again list.
Well, after returning my unworn, defective pants and being told it was MY fault they were not good, I called VISA and disputed my charge. There was no way going to let them get away with ripping me off. VISA fought on my behalf and disputed the charge. Got my refund dispite Wilma telling me basically "too bad for you"! Never again will I use this company! Was fooled by their prices and guarantees of quality merchandise!
Bought a pair of pants ($50) and when they arrived, they has threads hanging off the top of them. I called and was told to return them. Now I just received them BACK in the mail, saying they are fine and I can't return them, get a credit, get a refund, nothing. Now, not only do they have threads hanging from them, but they SMELL,. They didn't smell the first time around, so I am not sure what kind of factory this place is working out of, but the pants literally have an odor. So now I am stuck with an awful pair of defective pants that smell. And this company won't make good on anything. RUN from this place... do not order. They are certainly not reputable.
It took me 2 months and hours on the phone to get them to realize their own mistake and that they had actually not refunded me my money. Every staff member gave me a different story and never followed through with anything they told me they would do. They even had the audacity to mail me back a bra that they claimed was dirty that was absolutely in perfect condition. Spoke with a manager that though she acknowledge all the mistakes with my order would not even entertain the fact that this bra was returned to me by mistake. Now I am stuck with a useless bra!
Hello Jenny - I have studied your comments. Our records show that you placed 3 orders with us for 24 items on February 8th, 13th, and the 26th. You returned all but one item. 5 of your returned items had issues with them. We were able to dry-clean 4 of your items to bring them back to new condition. Unfortunately, one of your items could not be cleaned so was returned to you. The cost of this returned item is the amount that was not refunded to you. I hope this better explains the situation for you. And, we will be responding to your BBB complaint with the same information.
Kind Regards,
Wilma
Customer Service Manager
I just wanted to post an update to a review I previously made on 3/29/18 regarding Her Room. After my review they did reach out to me through Sitejabber, and I responded by calling the Customer Service Manager. I was not able to speak with her directly, but was able to speak to another customer service rep. She was much nicer and more understanding than the first woman I spoke with. She explained to me that Her Room had just upgraded their computer system and it had inadvertently put the Spanx In and Out Cami I had purchased on Final Clearance. But now that mistake had been fixed and that I could return the Cami, and that the original customer service rep I had spoken to was incorrect when she told me that I could not return the item. I explained to her that I just sent back the other items and had been charged for return shipping and did not think that it was right that I had to pay for return shipping a 2nd time, since it was clearly their mistake. She sent me a return label, for free shipping. I sent out the item on April 11th, and by April 21st, I still had not received my refund. So I called yet again, and I finally received my refund on April 24th. I would have given them more stars, but because I had to call again to get my refund, I am giving them 3 stars for the effort at trying to make it right.
Hello Deryl - Thank you for your valuable feedback. Unfortunately, we are not finding you in our ordering history, or in any customer service history. However, let me address your comments.
I apologize to you if one of the items became a final sale after your purchase. We absolutely will provide you with a refund if this occurred.
Your comments regarding 2nd day shipping are completely correct. If we shipped it on the 6th, and it did not arrive to you on the 8th, the carrier made an error and we will reimburse your expedited shipping.
Again, we are not finding your order in our system. Please call me at 800-558-6779 #4 so that I may immediately correct these errors you are claiming. And, again, our sincere apology for any inconvenience this has caused you.
Fondly,
Wilma
Customer Service Manager
I returned 2 bras from one order and they took back the cheap one, yet I didn't hear anything on the expensive bra ($100) for a week. When I called, I was told that it had been rejected for "excessive deoderant stains." I was baffled as to how trying on a bra for 3 seconds could result in such a thing, but they insisted. Fine, I guess. But then they mailed the bra back to me, and this bra does not have a mark or a white fleck or any stain on it. I even held it up and scoured it in the sunlight and there are no marks at all. It's a black bra and so it would be obvious if there are deoderant stains. When I called back, they said that once it's rejected there's no recourse -- even if their stated reason is false. I offered to send pictures or videos but got nowhere. They promised to have a supervisor call me, but they never did. Clearly I should have googled them first and seen that this is a common practice for this scam retailer.
Hello Margo - Thank you for taking the time to write us. I have reviewed our images of your returned black bra. They show extensive staining on the inside of the bra. However, if you have been successful in returning this bra to new condition, I would happily consider reviewing your photography. Please contact me at 800-558-6779 #4.
Kind Regards,
Wilma
Customer Service Manager
Returned 2 bras which they refused telling me they were dirty. I never took the bras out of the bag. If they were dirty, they sent me them that way. Horrible customer service. Will never use again.
Hello Deb - Thank you for reaching out to us. Our records show that you returned two bras - one pink and one white. You were refunded for the pink one. Unfortunately, our photographs of the white bra you returned showed it was dirty throughout. We explained this to you when you chatted with us on 3-27-2018. Given it's condition, it did not meet our return standards and was thus returned to you.
Kind Regards,
Wilma
Customer Service Manager
I bought 2 Bali wire free bras for $68. The band rolls up continuously to the point of PAIN. Herroom.com REFUSES TO RETURN THE BRAS. HORRIBLE customer service in email; will be calling Monday to escalate the matter. Their return policy says, "Return the items in clean condition with the tags". I don't have the tags as I wore the bras and took them off to wear them. (Should I have worn the tags with the plastic thingy sticking in my side all day? Maybe it would have averted the pain from the band.)
Hello La - We thank you for your feedback. We have a very fair and simple return policy. Items wishing to be returned must have their original tags attached and be in new condition. When you removed the tags and wore the products, you made those decisions. Unfortunately, your actions thus prevented the return of your items.
Fond Regards,
Wilma
Customer Service Manager
I am a stylist and personal shopper with 15 years of customer service and retail experience. I have never been so displeased with a retailer's customer service before. I am so not happy with the service or the site.
I have never been so displeased with a company. I will never shop here again.
I was treated as if I was a criminal and I was being prosecuted. Never again.
Hello Jill - I have read your review along with your other reviews placed throughout the internet. I'm sorry you are displeased. You placed an order with us on 11/4/17. On 2/28/18 (more than 3 months later) you reached out to us requesting to return your order. Our customer service representative explained that your request was months outside of our 30 day return policy, and therefore could not be accepted. I apologize if you were made to feel prosecuted.
Fond Regards,
Wilma
Customer Service Manager
The post office opened a case to investigate the delivery problem. They couldn't locate the GPS. So they advised me to file a claim with them. However when I tried to file the claim, they told me Herroom chose the cheapest delivery option, Partial select, that does not carry any insurance, so they couldn't pay my claim. They advised me instead to contact herroom. But when I called herroom with phone number, case number and contact name, they categorically refused to take any information from me. Don't be fooled by these liars. Don't buy anything from them. Believe me you will lose your money. I have already told my friends not to buy anything from this unscrupulous and unethical company. Wish I could give them zero star
Hello again, Anthonyne. As stated below, we are sorry for the theft of your delivered package.
Don't buy from these people. I purchased two bas from them that I never received. When I contacted their customer service, they suggested that I filed a theft complaint with the post office which I did. After two weeks of back and forth with the post office, the conclusion was the bras were indeed lost. The postal service rep suggested that I called herroom. Give them his name and the case number and has them to call the post office. When I contacted herroom with the information, they didn't even want to talk to me. Reluctantly, their rep took the information from me. Later on in the evening, I received an email from them stating merchandise that are lost are not replaceable or refundable, if I need, That I should place another order. Very arrogant, they think they are only place people can buy stuff on line. Anyway I wanted more clarification, since I'm out $95.00 and nobody seems to be taking responsibility for that. I called the post office again because their customer's rep were much nicer than the ones at herroom; s. I spoke to one of their supervisor who explained that when a package is lost the post office, if at fault would replace it. Unfortunately my package was not in that category, because the shipper instead of sending the package priority mail, sent it via some maybe cheap way I guess. My husband took it upon himself to contact herroom, spoke to one of their supervisor who was suppose to respond within 48 hours. Well I'm still waiting to hear from them. I will never buy from them again. I found them to be disingenuous. They could have told me from the beginning not to waste my time, instead they have me going all over the pace while they know no matter what happened, they were not going to replace the lost items.
I placed an order of a night gown in Large but after waiting for a long time to receive it I realized the gown was too big so I called customer service to exchange it for a Medium but was told they were sold out and could not get any other size than a Large. I had to just return it for a refund which was never processed because they said the gown was not in good condition when they received it. Big lie. I tried it on once and put it straight back in its plastic bag. I can't believe this. I will never order from them again and I recommend you not to either.
Hello Vanessa - I wish to thank you for this feedback. I have reviewed your correspondence with my team, and I can see that our representative, who was new at the time, did not understand what was happening technically while she was trying to help you initiate an exchange. So, my apologies to you that you were given confusing responses and were asked to call back the following day.
The size large you wanted to exchange to, was sold out 6 days prior to your request. Thus a size exchange was not possible. You therefore sent back the item for a return. Unfortunately, the white woven cotton gown was covered with embedded short dark hairs throughout. The notes from our return department state that every effort was made to remove the hair - vacuum, lint remover, tape - but were unsuccessful. From the photos, it's possible that an animal may have used the item as a bed. It's returned condition could not be restored to a resalable condition. This is why the item was returned to you. Should you be able to remove the remaining hair, we would be happy to process your return and pay for the postage to return the item.
Kind Regards,
Wilma
Customer Service Manager
Ive had it with this company. Studied the bras thoroughly. Took my measurements. Read the reviews and the tips. Ordered a total of 17 bras from this company in 3 different orders and NONE fit me right! At $6 a pop to return, Enough is enough! Dont know how they stay in business with these horrible ratings.
Hello Jane - I'm sorry you had such a frustrating experience with us. I have reviewed your 3 orders totalling 10 bra styles that were placed over a 2 month period. Looking at your size choices, you have a great understanding that your cup size can be called 3 different letters depending on whether the manufacturer is USA, EU or UK. The measuring system to find a bra size is not exact. The size you are trying on is a size that is not well determined by just measuring - it will only give you a starting point. I would be happy to work with you to find your correct bra size and bra style. Please call me at 800-558-6779#4. We can walk through each of the styles you tried on and you can share what you didn't like about the fit. I'd be happy to send out new styles to you without a shipping charge.
To clarify your return charge comment, we provide a pre-paid label option for $5.95 that can be used to return all your items. We also provide a label option without pre-payment so that you may choose how you wish to return the items.
Kind regards,
Wilma
Customer Service Manager
Scam company! I purchased a black jersey robe tried it on, did not like it so I returned it. Two weeks later I get the robe back in the mail with a card implying that the item had been worn. I called the company and they said it showed there was lint on it or body dandruff, really! I was very insulteded to say the least. The robe was tried on over my clothes and was in perfect condition when I returned it. The robe was not worn the tags were on it. I will never purchase another item from this company. After reading the reviews I see that I am not the only person that this has happen to. I guess this is there way of not taking returns. I just wish I would have read the reviews prior to purchasing from them.
Hello Kelli - I appreciate your upset. Having a returned item refused can be frustrating. We photograph and document every item that we refuse. I have looked at our documentation. Your black robe had clear signs of wear: significant white particles throughout the inside of the robe and human and animal hair on the outside. We were not able to bring the garment back to new and resalable condition which is why it was returned to you.
Kind regards,
Wilma
Customer Service Manager
I can't believe the lame response from this company. Wilma, if that's her real name, doesn't even talk about how the "experts," that their supposed to be, told me to order a size that was too big. She doesn't seem to care that I am now stuck with not one, but two bras. I read the reviews from others. Can 280+ people be that wrong, when only 12 people gave them five stars?
Here's the copy of the e-mail that states what they recommended:
Re: Re: Returns/Exchanges
CS
Customer Service <*******@herroom.mypurecloud.com>
Reply|
Mon 11/13/2017, 12:52 PM
You
You replied on 12/17/2017 3:00 PM.
Hello,
For this item if you are between sizes we recommend going with the smaller cup size. I would recommend 44F/DDD.
Kind Regards,
Windy
Now this was bigger than what I had ordered! The first bra was poking me under the right arm. The second bra, that this representative recommended, not only poked me under the right arm, but rode up my back!
I still say, never again, and don't do it basing it on my experience, and you see from the company's lame response, they won't do anything.
I bought two bras from this place. I tried the one on, and wore it, but it just kept poking me horribly under the one arm. So, since I wore the one, I only sent the other back. Fine. I went on their chat site and explained the problem to their so called "expert." Instead of telling me to go down in size, the "expert told me to go up in size. Well, this bra was even worse than the first one. It kept riding up my back. While admittedly I took the tag off, it was in good condition, and could have easily been put back on with a zipgun. Department stores have a zip gun, and you can't tell me that this place never has a tag that falls off. I'm a store vendor and know better. At any rate, I explained all of this to the chat person, and was just told the same bs about how they're sorry, but they won't take the bra back over a piece of tag. I don't know about you, but you have to wear a bra (move around in it, reach for things -- not a china doll that just stands there in a bra but a real woman). So, now I'm stuck with two bras that don't fit. These are the worst bras I have ever owned and I am a 52 year old woman. Wish I would have come and read the reviews first. In my opinion, and my experience with this company, don't do it. Save your money.
HerRoom Co. Are dishonest and essentially thieves. I received the robe which I felt was not as advertised. Amazon gave me permission to return it. It was returned a day or two after I received it with the tags still attached. After a week of waiting for the refund, HerRoom claimed they hadn't received the item although UPS tracking showed they had. I immediately stopped payment on my credit card. Today I received the robe back from HerRoom claiming it had been worn. What? I tried it on, disliked it, and wrapped it in a box for shipping. Again the tags were attached and it had never been worn. It was in the condition they had sent it to me in, therefore, they must have sent me a worn robe. Clearly I'm disputing this and will never deal with this company again.
Hello S. M. - We appreciate your feedback. Unfortunately, my team and I have been unable to find any record of your order under the two initials you have provided. I would like to help you further, so please call me at 800-558-6779 #4.
Kind regards,
Wilma
Customer Service Manager
I ordered two bras from herroom.com and had an extremely disappointing and frustrating experience. Ive purchased this bra before, but the straps were WAY too short. I even compared it to a previous purchased bra, and the older bra had longer straps. Since I am tall, the straps were digging into my shoulders and causing pain and left bright red marks and indentations. I returned both bras to Herroom. I received a refund for the one bra and not the other bra. I chatted with customer service and called customer service 3 times. I was told the same thing: It was going through inspection. I called a fourth time and demanded to know why the return wasnt processed. I was finally told that the bra wasnt going to be refunded due to a strong odor. I wore the bra for a couple of hours. Not only does Herroom have poor customer service, but they are insulting to their customers. After doing a quick Google search, I found several other customers had a similar experience and Herroom also told them that their product had a strong odor. I wish I Googled the company before purchasing two $65 dollar bras. This appears to be a scam by the company.
After several more frustrating phone calls to the company, I finally got my bra back. I cant help but wonder if they would have kept it if I didnt continuously call them. I received the bra today, and it had a STRONG disgusting chemical smell that it did NOT have when I shipped the bra back. Also, the price tag has been torn off, but the bra I shipped back had the tags in-tack. The straps are also in a different spot. I do not believe that Herroom shipped the same bra back to me. I do not know what Herroom did to the bra, but now I have to try to get this disgusting smell out of the bra that I am forced to keep. Awful customer service. Do not purchase an item unless you are 110% certain that you are going to keep it. I am going to give Amazon my future business since they sell the same items and have superb customer service. Im never shopping at Herroom again, and I have told my family and friends about my awful and frustrating experience.
Hello Lauren - Thank you for taking the time to write us. Your one item was returned due to significant odor emanating from under both armholes of the bra.
Kind Regards,
Wilma
Customer Service Manager
Ordered a bra on 11/12/17 for $54 and paid $5 shipping. Received it on 11/21/17. Tried on the bra and it didn't fit. Returned the bra with tags at a cost of $5.95 within a couple of days. The return was refused and sent back to me because they said it was not an acceptable return. It had white flakes on the under part of the cups they said. I had the bra on for 2 minutes to try it on. Never wore it beyond that and now I have an expensive bra that I cannot wear. I do NOT recommend ordering from them.
Hello Natalie - We appreciate your feedback, and I have reviewed your order history. You purchased a black bra, and returned it to us 30 days later. Unfortunately, the inside of the bra had white staining throughout, thus not meeting our return requirements.
Kind Regards,
Wilma
Customer Service Manager
Order full size received a bra that fit a 10 year old child. What is the designer using as a model a very small person. It took from Dec. 7-to Dec 18n to receive this bra and heRoom said to sent it back. I am putting it in bedroom to reminder not to buy over the internet.
Hello Elanor - Thank you for your feedback, and we are sorry you felt the item was too small. You ordered a very stretchy cami bra with a size range of 38A - 42D. Since placing this review, you have now told us you will be keeping the item. Thank you for your patronage.
Fond Regards,
Wilma
Customer Service Manager
Ordered bra tried on once poor fit returned with tags attached and in timely manor and they rejected return due to excessive arm deodorant... got scammed! Heading to bar now... is 11 o'clock in the morning too early to drink?
Hello Stacey - I'm sorry to hear you feel this way. I have reviewed our images taken of your returned black bra. There is damage throughout the entire inside of this bra that prevents it from being returned to our inventory. This is why the item was returned to you.
Kind Regards,
Wilma
Customer Service Manager
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello Claire - We are glad you received your March 31st order on April 6th. As a first-time customer, our confirmation emails can get caught in spam or junk folders. When you called into our office on April 3rd, we immediately sent you a copy of your order confirmation. So, we are not sure why your felt the need to open a dispute with Paypal on April 5th. Regardless, we are happy that your order arrived to you the following day.
Kind Regards,
Wilma
Customer Service Manager