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
Easy to order, quick to arrive. No hassle and no need for customer service.
Used to be a fine company but in the last few years - probably since CoVid something went wrong. My order was missing and no confirmation was sent, took almost two weeks to receive it. Customer service was useless - either no reply or no help. Order arrived without return slip and online there was a missing tag for return or exchange. Customer service via chat claimed that they could not figure out the problem with their website and suggested "just return as is" - as I only wanted to exchange for a different size I was suggested that "just return and buy again". Meanwhile when I asked for a phone number to customer service I was informed that "our phone lines are down" and when I still instituted on the phone number I was informed that " our landlines have been down for several weeks now."… Cynthia was the same customer rep for my chat experience and the very same not-very helpful via online earlier experience. When I tried to follow up via email NOBODY responded.
Worst experience.
Never will use this company again and would not recommend to anyone.
Item had been on back order. When it arrived, it was a "Bait & switch." Not what I had ordered.
HerRoom should have let me know that Elita, the brand, had drastically changed the item. I didn't bother to it because it wasn't expensive.
Hello Ellen - We are sorry you feel the Elita panty line has changed. To our knowledge it has not. We have reviewed our recent shipment and it aligns with our older Elita panties in inventory. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
My order was sent to the wrong zip code. HerRoom did not notify me that the package was returned to them as "undeliverable" until I reached out after several weeks of waiting in order to track the order. I was told I'd be charged to either have the items re-sent or to cancel the order. I tried calling Customer Service but the phone number was no longer working… so I used the Chat option and was hung up on when the HerRoom representative apparently didn't like the exchange. All in all, this has been the worst Customer Service experience I've had in years.
Hello Rebecca - We understand your frustration. You filled out your address and filled in your wrong zipcode. We shipped your order free of charge to the erroneous address you gave us. The carriers are never in a hurry to return a package with an insufficient address, and we therefore only learn of this when it arrives back in our warehouse. We refunded your order in full.
Kind Regards,
Wilma
Customer Service Manager
I tried repeatedly to send a bra back that didn't fit - the order number wasn't working in the link so i had to mail it back at my cost.
Hello Alice - The issue is that the items you ordered were highly marked down and therefore marked as final sale. They are not eligible for return. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
I am very happy with my underwear purchase. They fit great and are very comfortable.
I ordered two bras. I knew they were on back order but in two months they still had not come. When I told the customer service representative, Windy, she was unsympathetic and blamed the time on the manufacturer. Finally, I had to cancel that order and I ordered two bras in stock. I gave two stars because the bra quality is excellent.
Great customer service great customer service,!
The bras are amazing. The shopping experience was good. The communication not so much. I tried on several attempts to get status of orders and received no answers.
Hello Mike - Our records show we responded to your emails with order status Additionally, we offer order tracking at the top of our site. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
The person was very helpful for me in reference to what bra size to get based on my problem
I ordered 4 bras that were shown to be in stock. My card was charged for all 4 bras. Then I got several emails saying that something was left in my cart, but I bought everything in my cart. Then I got another email that one bra had shipped and the others were back ordered. I was told the others would ship in 2 weeks. Then I got another email that one bra was in and the other two were further delayed. They seem to be holding up the shipping on the one now in stock for the 2 that are still back ordered. I cannot see the open order on the website. It says there are no orders. I am still waiting for the remaining 3 bras.
Hello Cheryl - Due to your very unusual bra size, we did not stock your size in all colors and styles. The good news is that we offer them and can get them for you with a little bit of patience. We did send you your instock items immeidately and look forward to completing your order shortly.
Kind Regards,
Wilma
Customer Service Manager
Horrible! I ordered two bras neither fit properly so I returned them. Tried them on for maybe two minutes each, wrapped in original packaging, tags intact and returned them for $7. Her Room refunded one nra but claimed the other was in unreturnable condition. What? No explanation, a list of six possible reasons for rejecting it but no specific answer. I have appealed the decision and heard NOTHING FROM HER ROOM. Will never buy from them aga
Hello Katherine - We do not enjoy having to refuse a return, and we also do not like to have to point out hygiene issues preventing its return. We could not return your item into inventory due to it not being in resaleable condition. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
Her Room has been an absolute lifesaver for me. Their tutorials about proper bras fit and knowing your breast type are invaluable. And their fitting system is gold. Requiring reviewers to give their age, height and bra size is genius. I've used this site for years and I'll cry hard if it ever goes out of business.
I'm so thankful for HerRoom. Please don't EVER get rid of the bra fitting tutorials and trouble shooting guides. Those helped me figure out my perfect bra and I'm so grateful.
I have always had a good experience shopping at HR — product choice, quality and customer service are very good.
Her Room provides lots of information on its products.
I appreciate the inclusion of sizes and multiple styles. Shipping is fast.
1.) The amount of time it now takes to receive an order is off the charts long - I'm 3 hours away from DFW and it takes 5-7 days once things ship
2.) My last return was caught up in the website update and I could not set it up on line as old orders were not available; nor could I get a straight answer via text, phone or email - it was very frustrating and time consuming.
We have personally reached out to you to address your comments. Thank you for your feedback.
Kind Regards,
Wilma
Customer Service Manager
Web site easy to use. Great selection and prices. I would recommend them and will be buying from them again.
Very difficult to find plus size briefs in stores these days, her room is the first place I go when I can't find my size/style in stores.
Love Calida cotton panties. Unfortunately out of stock when I ordered and took quite a long time to receive. But happy with my order.
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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 Kysenia - We are sorry to read of your review. Our records show your order was placed on 11-27, we shipped your order on 11-27 and provided you wiith tracking via email on 11-27 at 4:12 p.m. Your order was delivered to you on December 9th. We apologize that it did not arrive earlier. WE corresponded with you through chat and email 3 times. Regarding your comment about our phone lines. Yes, ATT damaged the lines in our neighborhood and it took several weeks to return service. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager