RoxyReviews 62

Absolutely horrible customer service, shows several locations when looking for nearby locations for a return but none of the "locations" will take the items back. Tried calling customer service on several occasions for more information and no pickup. Emailed issue to customer service, received a copy and paste response from their website. Would not have placed order if had known they would not take back in any of their "locations" and definitely think twice before shopping with them!

Do not shop at Roxy. They need to greatly improve their return policy and maybe more of us would be loyal customers. Their customer service is absolutely horrible. One particular guy in customer service was so RUDE despite me being polite & lighthearted about a horrible dress that was ordered. AVOID Roxy.com. You're going to be sorry if u need to return something. They make you pay for it. They should learn from other online retailers, like Amazing Amazon.com.

It's so bad and so annoying, I don't even want to think about it any more, but I would like to leave a review in hope that it might save some other people from these troubles... (I wish I googled and read these reviews before ordering!)
To sum up: I had a big order, 17 items, and ended up returning 15.
- the quality is poor
- the 15% new customer discount was not applied, but they advertised with it heavily (they sent me 3 email reminders to order and apply this! Discount!)
- my return took several weeks to process, and then they returned the money for two items out of 15 (even though they were all in one package!)
- I had to call customer service several times to get them process the other 13 returned items
- customer service rarely reacts to emails
- you can reach customer service by phone. However, they are terrible. Most of the time they tell me either that I'm wrong or that they see the mistake, but don't know how to help

As of now, my return is still not complete, and I had to call again and fight for some money that they still have not returned.

WORST EXPERIENCE EVER!

I placed an order on Wednesday evening, a few hours later I went on the website to check on the status. The website said there was no record of my order, so I called customer service and spoke with "Jeena" she told me that my order failed and to proceed to re-submit my order again which I did. Again, no record of my order even though my card had been charged. Called customer service and again spoke with Jeena who was extremely unprofessional was beyond rude. She kept telling me that it was a bank issue and my card was flagged that's why my order never processed. I told her there was a pre-authorization on my card and she basically just told me that I needed to wait 72 hours for the charge to fall off and then I could re-attempt my order. She refused to transfer me to a manager stating that she was a supervisor and that there was nothing she was willing or could do. The attitude and her voice tone alone was beyond rude, but the fact that she was sighing over the phone and refusing to help me went even further!

I bought Roxy snow gloves in France (some retail shop in Avoriaz) yesterday. Today I went back to return them after few hours of wearing them because they are not warm enough. I wanted to exchange them with the mittens and the seller told me that I wore them and they can't return it. I'm furious. They are expensive and the quality is $#*!. I'm not even going to mention their idiotic return policy. Just don't buy anything there. Anything!

I ordered a bunch of items from the website and the sizes were wildly off on some of the items so I had to return them. I knew that return shipping wasn't covered, but when I got to the post office, it cost me $17 to ship three items back. When I contacted customer service to ask why they don't at least provide flat rate return shipping, the response from a live chat rep named Michelle was "I will have to take this question to the corporate office and ask why we don't offer flat rate shipping. However our return policy has been in place for about 5 years now." That was the full response. Then she asked me if there's "anything else" she can help me with. When I told her she hadn't helped me at all, she said "I'm sorry you feel that way, but I cannot issue a free return label" and she ended the chat. I will never buy from them again.

Recommend not to buy anything online from Roxy. The return service is terrible.

I ordered some shoe and clothes on line. The website said it can be returned in retail store. When I received the goods I found none of them fit so I went to a store listed on Roxy website. When I got there the people in the store told me they are third party store not responsible for Roxy return. I called Roxy customer service and I was told there is no retail store in my area even though there is store list on their website ( San Francisco area). I have to go to post office to ship them back on my own expense. It cost me money and time for two trip by Uber to retail store and post office to return them. It is misleading that Roxy website says return can be done at retails store while retails stores are third party stores not responsible for return. Recommend not to buy anything on line unless you know you will not return their products for sure.

Ordered a jacket for my daughter for Christmas. It was too big. She called their customer service to find out where she could exchange the jacket. She was told she had to send it back, and order the correct size. She confirmed she could do that, despite the 30 day return policy. We sent it back, and went to order the correct size, which was, and still is out of stock. Never got an email to say it was received. Contacted them a couple of weeks later, was given different info by two different agents. One did tell me that the return was being processed, and I should receive a refund within 10 days. Almost two weeks later and still no refund. Called back, and was told, I was not getting a refund, and we were getting the original jacket that did not fit, sent back to us. Spoke to a supervisor, who was no more helpful than the agent. Asked for a corporate number. Tried all day to contact that number, and another number I looked up myself. NEVER able to get anyone on the line or leave a message. Not giving up, but this is a complete nightmare.

If I could give Roxy negative 5 stars I would, but for now 1 star will have to do. I ordered a jacket from them. It arrived timely, in good condition, and even looked like a quality jacket. As it turns out I ordered the wrong size. Little did I know that this mistake would lead me to never buy any of their products EVER again! I called there customer service number to find out the best way to remedy my mistake. Turns out they do not do exchanges... I am sorry what? What kind of company does not allow an exchange for a different size? I then thought well why don't I just return it and apply the coupon that I should get back to repurchasing the correct size. Well as it turns out it would cost me over $20 to send the jacket back to Roxy or I could drop it off at one of their store locations that was only a short little 2 hour drive away. None of this really matters because they would not even give me the coupon back. For some reason this all seemed okay to them. If they think I am going to pay an extra $70 ($20 for the return and $50 for the price difference without the coupon) just to get the correct size jacket they could not be more wrong. By far the worst customer service, and return policy I have ever experienced.

In this day and age you'd have thought they provide free returns... if they want return customers, or any customers at all! There sizing is completely wrong. When you call the 'un'helpful customer services it's like talking to a computer which effectively says 'sorry I can't help'. I reordered it wetsuit in another size and tried to use the discount code but the website wouldn't accept it, even though I'd just got it with my first order. When I called them up, they said they couldn't accept it! So I said I'd cancel my second order and then reorder using the code, they said I couldn't do that either! Oh and I had to spend £20 shipping the 1st wetsuit back. Never shopping with them again, and I'm going to tell my masses of surfing buddies not to either! Maybe they'll learn.

I ordered two items from Roxy.com and received a confirmation email that included both items. A couple of weeks later I received one item. I figured, okay, they sent them separately, I'll just wait for the other to arrive. It never did.

Emailed customer service, no response. Emailed 2 more times (via website and direct email address: *******@roxy.com), no response. Finally I submitted yet another message via the website and got a response. They are looking for my order, so far can't find it by my name, address, or order number. So I forwarded my confirmation email to them. Different person replies, says order was sent. I respond again, one item sent, the other wasn't. Another person emails, says she doesn't know what the problem is, please call. Okay fine, I say I'll call when I'm back from vacation. Next day another person emails and says, yes one item was sent out and you were only charged for the one item you received. At this point I'm beyond fed up. Not once did they apologize or admit to any wrong doing. Not once did they try to make it right for me, or offer me anything. I finally said I'm dropping the issue since thankfully I wasn't charged for the second missing item, however, they clearly did not process the order correctly and never rectified the issue. I told them I'm never shopping with them again and that I will tell everyone I know not to shop with them. No response. I have never dealt with a company who cares about customers less. Don't shop with them!