- 3 years ago
- Wedding: June 2013
I have been meaning to post this for awhile now just to give everyone a heads up on the lack of customer service from HerRoom.
A few days before my second fitting, I ordered a high-waist long leg shaper that came recommended on here. I paid for 2-day shipping.
They arrived in 2 days, but there was a rip in the seam. They were still wearable, but I didn’t want to wear something that was ripped. There was a return form and (non-postage paid) address label. I marked defective on the form, and paid to send them back. About a week later, my account was credited, minus the original shipping costs.
I called customer service, wondering why I didn’t get a full refund seeing as how I was delivered a faulty product. I was told that because the product arrived in 2 days, I was not going to get the shipping costs back. I questioned why it mattered when it arrived, because it was ripped, therefore not what I ordered. The service rep. said that she needed to talk to a supervisor. I was placed on hold for 17 minutes (!!!), only to be told the same thing — it doesn’t matter what condition it arrived in, because it arrived.
I was really disappointed in their way of thinking. I am incredibly busty and was excited to find a site that carried so many cute bras in my size. However, I will never order from them again because I spent about $25 on shipping both ways for a product I no longer owned because it was defective.
With so many websites out there that offer hassle free returns (especially when they are at fault), I wouldn’t recommend ordering anything from HerRoom.