About 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 spent 190 dollars here. The two bras did not fit me. I went to go and try to return it and they want me to pay 5.99 to return the bras that do not fit! You should tell people that before they buy from you! I will never buy from you again!
Using their label I sent back an item that didn't fit ($40.00 sports bra). Apparently it went from one shipping company to another and no one can find it even thou I have tracking numbers. Company rep said a "supervisor" will call you, no one ever did... Their service reps kept telling me "it takes time to get here" well its been almost 3 weeks how much time does it take from WA to TX? Worst experience I have ever had with a company been wasting my time for two days trying to track my order with no help from them and still no package anywhere? Sucks
Hello Laima - I'm disappointed to see this review because I feel our team gave you great service. You used our pre-paid post office return label, but accidentally gave it to UPS instead. It took some time to get your package from UPS and have them deliver it to the US Postal Service. Once this was done and we had tracking, we went ahead and gave you your credit before your package arrived at our warehouse.
From the time you notified us, we figured out what you had done, found your misplaced package and refunded you within 8 days. And, upon your escalation request, one of our supervisors called you back in 7.5 hours.
We spoke with you after you placed this review. You told us you were very happy with the outcome we provided you, but would not remove or correct your review unless you received financial compensation from us of $20. I find such a request disheartening because my team went the extra mile to help you resolve a problem you alone created.
Regards,
Wilma
Customer Service Manager
I ordered 3 bras totall $150.00 on May 11,2017. They said my pkgs was delivered on May 15. I never received the pkg. I checked every day and still no delivery. $150.00 ripped off. Still 3 months later. They couldn't refund or send merchandise because I didn't but the insurance never again will I order from them
Hello Gloria - We are very familiar with your order. You placed your order on May 11th. The same day, we provided you with shipping & tracking information. Tracking shows your package arrived on May 15th at 14:05. Eight days after your package delivery, you reached out to our company to claim your package had not arrived. UPS has proof of delivery of your package. We have no recourse to help you because you waited over a week to claim your package was missing. I know this is not the answer you want to hear, but we did our best to give you timely information on your package delivery. It's unfortunate that you were not on the lookout for your package on the 15th, and then waited over a week to tell us it was missing.
Kind Regards,
Wilma
Customer Service Manager
A follow up to my previous review... I called, like they asked me to. After being put on hold and asked more questions and hold again... finally, someone got on the phone and they stood by the email that they sent me. Even after admitting that I have never returned anything late or without tags. She pointed out to me that I was ordering a multitude of sizes all around the 40G area. Hmmm... sounds like I might be looking for something that fits! Imagine that! So much for "that doesn't sound like an email we would send..." What a joke!
Hello Hala - I have searched all our databases and do not find your name on any of our orders. And, the email you are describing is not one that we send. I am happy to speak with you. Please call me at 800-558-6779 #4.
Fond Regards,
Wilma
Customer Service Manager
Horrible customer service. They do not insure their orders, my $40.00 got lost in the mail and they would not help me solve the matter. I will NEVER order from them again
Hello Nancy - I'm sorry you feel this way. Your order was not lost in the mail. You placed your order with us on June 26th. We shipped your order on the same day, and sent you 2 emails with tracking information and a notice that your package would be arriving on June 29th. Both tracking and the post office show your package arrived to you on June 29th at 1:57 p.m. This is why we work hard to provide you timely delivery information so you can be on the lookout the day the package is scheduled to arrive. Unfortunately, you contacted us 8 days after the package delivery date with your claim - too late for us to be of any assistance.
Fond Regards,
Wilma
Customer Service Manager
It seemed cheap for me to order 99$ items, but they never shipped me my full order. They retain 15-20$ and offered me to make another order and to get this money back. Can you imagine?
Hello Aijan - Thank you for contacting us. We are unable to find any order from you in our system. Please call with your order number, and I'd be happy to assist you. 800-558-6779#4
Kind Regards,
Wilma
Customer Service Supervisor
I recently ordered a tankini top and bottom from Herroom.com. When I tried on the top there was a plastic loop attaching the front strap to the material loop. When the front strap sprung off, while trying to adjust the top, it cut right through the material loop. When I called and explained what happened to Herroom.com they decided that it was my fault, and wants me to eat the cost of the top at $87. The customer service rep also said I should of cut off plastic loop before trying on, I told her there was no instructions telling me to cut off anything first, only instructions on what NOT TO DO... if I even thought about a refund. They do not want to let you talk to a supervisor, and when you do they are worse. They don't follow up with anything they say. Now I know why their customer service reps act the way they do, it's because they learn it from their supervisors! Stay away from the aggravation, order from a company that really cares about customer service concerns and will at least listen when you explain what and why it happened. Wilma W has no idea what she is talking about, that is their problem, they don't listen when most people are explaining what happened. They were not here, and they pretend they know exactly what happened!
Hello Diane - Thank you for bringing your situation to our attention. As you agreed, we sent you a new strapless tankini swim top with optional straps in perfect condition. Unfortunately, you accidentally failed to use the hooks attached at the end of the straps, and instead let the strap be connected to the inside suit tab with the plastic tag fasteners the manufacturer uses to insure both straps arrive with the suit. While wearing your suit top, the tag fastener unfortunately sawed completely through one of the internal tabs.
Our records show that you called us and asked to speak to a supervisor at 4:01 pm on the 20th. Our supervisor returned your call at 4:34 and left a voicemail. The following morning, on the 21st, you spoke with one of our supervisord.
I am sure it was a frustrating experience for you to see the damage you caused by not attaching the strap hooks. The good news is that an alteration company can very quickly make a simple repair and return your swim top back to a usable state. As a gesture of goodwill, we have processed a $5 credit to help pay for the now needed alteration.
With kind regards,
Wilma
Customer Service Manager
Purchased two bras and returned both immediately. They said due to the condition I could only get a credit that soon expires. They were returned exactly the way I received them. Crooks!
Hello Diane - I'm sorry you feel this way. Your item was an $11 white bra two-pack. One of the bras was tried on and unfortunately received staining in several places. We therefore extended you a 60 day site credit. IF you would like to discuss this further, I'd be happy to take your call. 1-800-558-6779 #4.
Fond Regards,
Wilma
Customer Service Manager
I was wanting to find an alternative to underwire bras. I wear a large cup and couldn't find anything in a traditional store. The bras arrived and although I had followed the guidelines they didn't come close to fitting. I don't think they intend to. I returned the bras and they sent them back even though I had tried only one of them on over a bra. They said they were "used". I wish I had read the reviews. DON'T MAKE THE SAME MISTAKE I DID. STAY AWAY FROM THIS SITE!
Hello Betsy - I have reviewed our documentation regarding your recent returned order with us. You returned two items. Only one of your items was refused. The black item refused had significant staining inside the cups, and was missing tags and the original packaging. I verified that this item was brand new (had not been a prior return) when we sent it to you. Betsy, this garment was in used condition and could not be put back into our inventory. This is why it was refused. If you would like to discuss your situation further, I would be happy to speak with you. 800-558-6779#4
Fond Regards,
Wilma
Customer Service Manager
I agree with many of the comments here - I think they are running a scam to avoid dealing with their screwed up sizing. My return was refused as "stained" despite the fact that I attempted to try it on immediately after a shower, before applying lotion or deodorant. The slip was so small (sold as true to fit large, right...), I couldn't even get it past my shoulders. They tell me it's stained and refused the return. As soon as they send it back to me, I'll post a picture of said stain.
Do NOT order from HerRoom if you've never tried on the product before. If it doesn't fit, you may not be able to return it.
Hello Deandra - We thank you for your feedback. I'm happy to respond to your comments. The item you returned to us is a size large firm control black shapewear slip with built-in bra. It arrived with white residue along the inside of one of the cups, and a noticeable stain down on the hem. Though it was not in returnable condition, we extended you a store credit which you refused. You instead requested to have the garment returned to you. We have therefore mailed it back to you. Regarding the size, I have confirmed that the body measurements we associate with each size of this garment are accurate. Since the garment is classified as "firm control" it will be a tight fit. I'm so sorry that you are not happy. We feel we did our best to accommodate you given the condition of your returned garment.
Kind regards,
Wilma
Customer Service Manager
Seems like a common scam they employ on their customers. I am so very disappointed with this business, too bad i spent any money with them at all. I have 6 bachelorette & bridal showers to buy presents for too, they lost out on my business as they are unethical in their dealings. Buyers beware!
Hello Kjirstin - I'm sorry that you feel this way. The off-white bra you returned to us had significant and pervasive staining on teh inside of both straps. Per our return policy, the item was not in resalable condition. This is why the garment was returned to you.
Sincerely,
Wilma
Customer Service Manager
Wilma when you're done responding to my earlier review please call me directly at *******782 at your earliest convenience and I can put you in direct contact with the claims specialist in the investigation department at UPS your customer service associate refused to talk to.
Hello Amy - Thank you for reaching out to us. I am not finding your earlier review, but am happy to help you further. Please contact me at 800-558-6779 #4.
Fond regards,
Wilma
Customer Service Manager
A complete disaster. Disorganized, rude --- just the worst. So sorry I ever dealt with this company. They sent me an unclean item that was also too big (and thus unwearable, so couldn't have been stained) and now won't refund the cost. PayPal claim, activated.
Do yourself a favor: DON'T EVER ORDER FROM HERE.
Hello Jennifer. - We appreciate your feedback. I have reviewed our correspondence with you from today, and the photography we took of your item before returning it to you. My team did their best to politely explain the very significant dark stain on the inside right cup of the item you returned. Our inventory history also confirms that the garment we sent you had not been a previously returned item.
It is never a pleasant experience to hear bad news, so I am sorry that the outcome of your return was not what you wanted. However, our return policy requires that an item be returned in resaleable condition.
Fond regards,
Wilma
Customer Service Manager
HerRoom sent me a swimsuit top that was supposed to be my size, however it did not fit. When I requested to return it, they wanted to charge me a $6 shipping fee. I sent an angry email because I would be LOSING $6 for a top that I didn't want and they simply informed me that I would have to pay it. DO NOT SHOP HERE!
Hello Savannah - We do our best to communicate our shipping and return policy. I apologize if you were not able to find it on our site. We confirmed with you that we sent you the correct size and color of the item that you ordered from us. Here is our language for return shipping: "If returning a purchase, the return shipping cost is your responsibility. For your convenience, we provide a pre-paid shipping label option for $5.95. This cost will be deducted from your return credit." You also have the option to not use our pre-paid shipping label, and handle the cost of your return directly.
I hope this answers & addresses your concern.
Fond Regards,
Wilma
Customer Service Manager
I should have read the reviews on this website before I made a purchase from HerRoom.com. I made a purchase and paid for priority shipping to make sure I got the item on time. I never received it and HerRoom said because I did not buy insurance they will not do anything about it and that I have to take it up with USPS. Of course USPS says I have to take it up with HerRoom so basically, I lose.
Buyer should not have to pay for priority shipping AND additional insurance. Moral of the story is to make purchases from a reputable company and NEVER from HerRoom!
Hello Pamela - Thank you for your feedback, and I apologize to you for any confusion. I have reviewed your order. You paid the additional $2 for priority shipping so that your order would arrive in 3-7 business days. We received your order and shipped your order on the 15th. Your order arrived 4 business days later on the 19th. Your postal carrier entered that he delivered your package at 3:33 p.m. on that date. We called your post office, and they confirmed the package was delivered to you by your local postal carrier on the 19th.
Fond regards,
Wilma
Customer Service Manager
My tracking order says it's at the post office. I went there and it's not there. I called customer service and they were SO RUDE. I sent an email expecting some sort of response but it just said "Im very sorry for your experience over the phone". This bathing suit better be amazing because their customer service is TERRIBLE!
Hello Liz - I wish to apologize to you if you felt our communication with you was rude. We were trying to explain to you what your shipment tracking was stating, and I'm sure it was frustrating to hear us trying to give you an answer that was opposite to what you thought.
You placed your order with us on the evening of Thursday, May 11th. Your order was shipped on Friday May 12th. Today is Thursday the 18th. Your tracking information does state your package is arriving at your post office. However, it is not possible to go to the post office and try to intercept your package; USPS simply does not have the ability to allow this.
I hope this provides you with a clearer explanation. And, I again apologize that the two HerRoom representatives you worked with were not able to satisfy your upset. The tracking language provided by the shipper can sometimes sound counter-intuitive.
Fond Regards,
Wilma
Customer Service Manager
I just got a customer service response that the bra i returned had deodorant stains and was worn! WRONG i have the bra infront of me there is NO deodorant stains because i NEVER WORE IT! And i can post a photo to prove it! Your company lies in order not to refund dissatisfied customers! I should of read the reviews over 200 people were not satisfied! DON'T PURCHASE FROM HERROOM WEBSITE. They don't tell the truth!
Hello Adela - We appreciate you taking the time to provide this feedback. I was able to locate your order along with the photography we take when an item is refused for return. Your item was the SheFit sports bra. It was returned to us without tags, and with significant underarm staining. Our return policy requires that a returned item be in resalable condition.
Regards,
Wilma
Customer Service Manager
Never EVER pay for extra shipping. Priority does not mean they will ship this out faster. It just means they will process it in 3-7 days, and ship it the slowest way possible. So, you pay for having it delivered the same amount of time you would for free.
Hello Giles - I was not able to find your order to speak to it specifically, however the extra $2 you paid for priority does arrive in 3-7 days vs. our free shipping which arrives in 5-10 days. Selecting priority means we put your package directly into the USPS system rather than using our freight consolidation method.
I hope this answers your concern. I would be happy to speak with you directly regarding your specific order if you will provide me with your order number.
Kind Regards,
Wilma
Customer Service Manager
800-558-6779 #4
Like so many other women who had the misfortune of buying from Herroom, I bought a number of bras and tried them on upon receipt. I found two were too big, put them back in the bag, and returned them within a few days. I treated the two bras in exactly the same manner: tried each on for just a moment and returned them with all tags still attached. Herroom gave me a refund for one, but sent one back to me three weeks later, with a generic pre-printed card (which I am sure they print up by the hundreds), claiming that it had "marks, scents, other indications that they were worn, and are not in 'new' condition". I am looking at the item as I write this review, and there is nothing of the sort wrong with the bra. Since I had it out of the bag in my home for fewer than two minutes, the only way that the bra could have been worn is if someone at Herroom wore it before selling it to me. This appears to be a scam, worthy of a class action or referral to a TV consumer protection reporter. Women should not allow themselves to be treated so cavalierly. Granted, in my case its only a $70 scam, but a scam none the less, targeting predominantly women. HERroom, indeed!
Hello Joan - First, I would like to apologize to you for the long return shipping cycle. I see that it took 25 days for your return to arrive in our facility after you delivered it to your post office. That is not only very unusual, but unacceptable with our delivery standards. I'm having an audit done to see why your package took so long in transit. Again, my apologies that we failed to provide you with a timely transaction.
It would be inappropriate to get into the specifics of what was found on the garment that you returned. Unfortunately, it arrived in unsalable condition, and this voids its ability to be returned. I'm sorry, and I appreciate this is not the outcome that you had hoped for.
Kind regards,
Wilma
Customer Service Manager
I ordered a pair of Spanz leggings from them off of Amazon. I found them $20 cheaper online somewhere else. I tried to return them as soon as they arrived. They were never taken out of the package they sent them in. They rejected the return, saying that there was hair and white particles on them. I NEVER REMOVED THEM FROM THEIR PACKAGE! Received no satisfaction. Wish I had read some of these reviews before buying, Seems to be a pattern.
Hello Barbara - I understand your concern. I've reviewed our correspondence and photography regarding the item you purchased from us through Amazon. The item was returned to us covered/ in-bedded with short hairs and what looks like dander covering most of the legging. If I had to guess, perhaps a pet was using the garment as a temporary bed. We were unable to successfully remove the hair and debris from the garment. Additionally, given that many people have pet allergies, we do not risk putting a garment back into our inventory when sent back to us with this issue that is so severe. As you know, Amazon too refused your return for this same reason.
Fond 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 Ashley - Thank you for your feedback. We offer free shipping, but we do not offer free returns. We give you the customer two options: a pre-paid return label for $5.95 and a return label where you can select the carrier to return the garment to us. We do apologize if we did not post our return policy in a location convenient for you to see on our site.
Fond Regards,
Wilma
Customer Service Manager