ThirdLove

I called to get a refund for the three bras I sent back. Customer service stated it would be taken care of as soon as possible. That was April it is now November 30th.

They do not follow through on commitments for delivery methods or customer service response. We have had two purchases. The first one was for a few bras for my wife and daughter. They liked the product so we made a large order close over $700. We should have had two day shipping. Based on their website orders placed before 10 am ship same day orders after 10, will go out next day. I didn't even hear on the order for three days. When I did hear, the email said they had changed delivery method to 3-7 ground shipping. No call to ask if that would work for our schedule or if we would like to pay for next day shipping. We were going to be out of town on the new day they decided to send product for delivery, and the order because it was large required a signature. Horrible communication and customer service. Still have never received a response from their customer service team. I will look for other options for my wife and daughter, unless they can somehow make their horrible service on this order correct.

Great experience. My bras never came and they sent out replacements. Everyone was helpful and made me feel heard.

Where to begin? My main issue with ThirdLove is that they list a 60 Day Fit Guarantee under all of their bras, even ones that are supposedly final sale! This is incredibly misleading. I bought a bra from the site because I read the information about free returns & exchanges within 60 days. But when I tried returning the bra, I was told that the item was final sale. When I explained to the customer service team that I was unsatisfied with the bra and that I was misled by the site's description, they still refused to provide a refund, exchange, or anything to make up for the deception. They claimed that the item was listed as final sale in the cart and after a size was selected. However, it truly does not matter that other areas listed the item as final sale when the product page itself promises a 60 Day Guarantee. That's just plain unethical and shady! It's so disappointing that ThirdLove fails to take responsibility for this action or even change the layout of their site to avoid this happening to other consumers. This to me shows that ThirdLove isn't interested in standing by their products or even ensuring a pleasant customer experience. (They're also problematic in other ways; check out the Vox article titled, "ThirdLove says it's by women, for women. But women who've worked there disagree.").

ORIGINAL REVIEW: Used their website's fit guidelines to find the "right" size, which ended up being ridiculously small (both band size & cup size) when I received it. Chose to have a video call with a fit specialist to determine the right size for me. The specialist supposedly handled the exchange process for me so that all I should have had to do was print out a return label, but the link they gave me took me through the whole exchange process, including asking me whether I wanted store credit or a refund. I wasn't sure which to choose, and replied to their email asking what to do. Days passed, and I received multiple warning emails telling me I'd better send back my current bra soon or else I would not be able to refund/exchange. I sent multiple emails to every address I could find over several days, with no response. Finally got a chat rep to send me the shipping label I should have received to begin with. Meantime, I still kept getting the warning emails about returning my purchase, and the bra that this fit specialist ordered for me is STILL too small in the cups, despite the professional fitting session, but there's no way I'm going through this nonsense again, so I guess I'm just stuck with an ill-fitting bra. Will not order anything from them again. (The bra itself seems nice, which is the only reason I'm giving them 2 stars instead of 1.)

UPDATE: Third Love reached out to me to try to resolve the matter. The specialist I worked with this time suggested adding a half cup size and promised to be my point of contact if I had any problems with the return process. This time I insisted on being sent the shipping label directly instead of relying on questionable links to dynamic sites, and I was able to process the return without issue. The new bra fits perfectly. I would still recommend against buying a bra in December if you're not 100% positive about the fit, as I think the holiday shopping and mailing surge make it a bad month to hope for a smooth return process. But I've added 2 stars to my original review in light of the effort Third Love made to make things right and the good fit of the new bra.

So in the beginning of Third Love time, their customer service was superior to others and their products were amazing, then somewhere a couple years ago, things started to go downhill fast. The bras are NOT the same anymore. You can literally buy a generic bra at a big department store that fits and feels just the same, which is not saying anything at all. The sizing is all wrong now. And the customer service? Let's just say that my 4 month old puppy can do better. I sent something back, again, to them, and though USPS tracking showed it delivered back to them on 5/12/22, they claim that doesn't mean that they have it... well I'm not sure where they learned post office 101, but that's not how it works. In the meantime, I've had to file complaints with Afterpay for them to stop charging me because it shows delivered. And TL chat person, Chloe, says that it can take 20+ days for any credits to be issued... so wait, you take my money right away, you have the product that I returned with proof of the return delivery, and I still have to continue to wait? NOOOOOOOOOOOOOOOOOOO I can understand a couple extra days, like 1-2, but 20+? In any case, not gonna happen again and I intend to spread the information loud, clear, and far to make sure people know not to buy there. On top of all that, why is a flimsy piece of fabric $70?

Placed an order 5 days ago with 2 day shipping & order still isn't here! Going on vacation tomorrow which is why I paid a premium for 2 day shipping. Can't speak to a human but are relegated to text or chat & I have now spent hours trying to resolve this with no satisfaction. I had the same problem with another merchant with Fed Ex but unlike Third Love the other merchant handled dealing with FedEx and issued me a refund without any of the hassle. Third Love tells me that I have to deal with FedEx & when I call FedEx they won't give me the number to a local FedEx office and tell me that they can't do anything for me and that I will just have to return the package which I have explained multiple times that I will not be here to receive & do not want sitting on my porch alerting strangers to the fact that I am out of town. I have now learned the hard way that it is easier to drive two hours to the nearest Soma and walk out with my purchase than deal with the nightmares of Third Loves idea of customer service. The customer service agents are nice however company policies seem to have their hands tied. I am now dealing with disputing the credit card charges and trying to unsubscribe from the endless stream of Third Love promotional emails that just send me back into a rage about their customer service.

I received my very expensive bra and tried it on once, the wire dug into my side not to mention it isn't as wonderfully made as they claim. I contacted them and told them I wasn't satisfied they did tell me how to return it but immediately the COVID19 pandemic began and I have 3 autoimmune diseases so that was a major reason for me needing to stay In my bubble and I also have 2 toddlers so taking them inside of a post office not a boy exposes me to possibly getting sick but also my children and my husband is a truck driver so he isn't home to keep them so I could even run in to mail it off. I explained all of this in my attempts to reach out to them about still wanting them to send me a bigger size not even trying to get my money back and they said sorry your 60 days is up and nothing we can do but will be glad to fit you in the future if you decide you want to try again. And this is supposed to be a women supporting women company? Well you suck! And they can keep the money since it's so important but every chance I get I will encourage other women to think twice. I was actually acting as a guinea pig for a few other people who wanted to try it but was nervous so I made sure to tell them to save their money. Horrible customer service.

I do not recommend shopping with this company.
I'm embarrassed that I fell for their marketing hype. The first red flag was when I couldn't find any measurements for bra sizes on their website. They have a ridiculous questionnaire regarding how your current bra fits that supposedly leads you to finding the perfect fit. Well, it doesn't work.
The 4 bras that I received from Thirdlove all were extremely tight around the band (too small) and way too loose in the cups (too big). I've read other reviews with the same complaints.
Then there is the company's absurd reliance on artificial intelligence and algorithms to provide customer service. It's beyond frustrating. It keeps looping you through the same FAQs over and over. If you have a question that isn't covered by one of the FAQs, you will never get a response from an actual person.
Refunds are processed by an outside 3rd party and take well over a month to process. I felt safe ordering from them because of their guarantee, but I would not have done so if I knew that they do not have an in-house customer service and return department. It shouldn't take weeks after receiving a returned product to process a credit card refund. The whole experience is extremely frustrating - they are NOT the "hard-to-fit" sizing solution they market themselves to be.

So bra shopiing in general is a pain. It's a great idea if someone can figure out fit online. So, my search continues. After the assessment I chose a bra based on thier recommendations. It arrived, it was too small. The chat with customer service suggesgted another size (duh) but they did not have the bra I wanted in the other size. I requested a refund and mailed it back the same day it arrived. 5 days later I checked the tracking it showed it was still pending delivery, that was odd because it's not very far from me, so I checked with them and sure enough it had arrived. I requested the refund online and was immediately offered a store credit, I ignored it because I wanted a refund. So, I was told the refund was issued. 9 days later still no notice about the refund. I contacted them again today and she said my refund had not been issued because of some mixup on their part. She told me it wouild be issued again today but it can take 2-3 more days for it to show up. Well, within 10 minutes I received the email of the credit from them and then PayPal sent a credit notice. So, I feel that this was too much work on my part for a bra that didn't fit and of average quality. Sorry Third Love

Honestly I'm giving this business one star for my most recent customer service experience and the confusion they have caused me alone. Just to explain a little bit of my frustration, I placed my order on November 28th and I didn't really hear anything about it until December 1st when I was notified it had shipped out. A couple days after that i tried to track my package and on the website it still said that my order was processing and they would let me know when it had shipped out, even though I was already told it had. Confusing. I contacted customer support and they informed me that it could take about 4-5 days to be able to track it after it has been shipped out which is ridiculous but I was fine with it. Well it is now the 7th of December and I still cannot track anything, it still says on their website that my order is processing. This is my first experience ordering something from here and it's just not turning out that positive. I have spent all day today trying to get in contact with customer support and I've been told that some of they communication systems were down so I could possibly have to wait 48 hours for a response. Luckily I got an email response three hours later but to my disappointment once again, it was from an "AI Assistant" I was given a link to track my package though, and told "while it is taking longer than expected, it is on its way." I still see no expected delivery date though. The whole customer service aspect is a joke to say the least. I will almost positively never be ordering from this company again, not unless I get the bra and it's literally the best one I've ever purchased, but honestly judging from the other reviews I don't think that will be the case. This is my second time in a row trying to purchase a bra from an online company designed for bigger breasts. I personally think it's really sad that women who need bigger sizes they can't find in the stores have to deal with sketchy websites and things like this in order to try to find something. It honestly makes me want to give up my search to find a bra, disappointment over and over. Thanks ThirdLove.