Daniella M.

I ordered $500 of ski gear (which in my opinion is a lot). I had ordered for Black Friday and decided I needed to get black instead of white due to fears of it getting dirty. The first told me they would not honor the price I had received and the do not do an exchange. FIRST problem I had with them. I then decided okay I will just return the items since I did not want to pay nearly $700 in apparel. I created the label 12/4 and returned the package to the shipping carrier 12/5. On 12/6 I was notified the package was picked up from the shipping agent and "in transit" and on it way to Roxy. There is absolutely NO tracking detail, just in transit. I called them 3 weeks later (given it was the holidays I understood the delay). They told me they had no details, maybe it was at the warehouse but they were backed up. They told me to call when I got to the 4 week mark as their returns 2-4 weeks (this was NEVER information provided to me when speaking to customer service about the return label). I called 12/31 as they instructed me to. They then told me the 4 week mark was tomorrow (1/1) however they will be closed, call 1/4 and they will manually issue my refund. I called 1/4 and they told me they still have not received the package and they will have to investigate. It's now been A MONTH since I sent back a package to them. I have little to no information on WHERE this package is. They were absolutely no help and told me there was no manager on site for me to speak to. I was told they were going to investigate and expedite my return. They told me to expect an email in a few hours - I never received anything. I will be contacting customer service for now the 5th time.

I will never order from this company. Their staff is beyond unhelpful and this is a ridiculous chase to get my money back.