Reviews

Review Details

• Review fromKevin W

  Date: 26/03/2025

  Some of the worst customer service I have ever had to deal with. I bought a swimsuit from them and within 3 months the drawstring completely fell apart. When I contacted them about their 1-year warranty on all products bought by authorized dealers, they refused to refund or replace the product.Later, unknown to me, my wife purchased a gift card for me as a gift. It never arrived. Again, attempting to contact their customer service they claimed that it will be delivered in the future. Their confirmation page from the order still says it will arrive "within minutes". When we asked for a refund for this giftcard, that we still don't have, they refused.

• Review fromWillow R

  Date: 15/11/2024

  I called saxx to get in order refunded that was charged to my card twice, I was unsure if the matter was on the companys part (a glitch or something) or if it was on the payment method that they claimed was used. However after speaking with representatives the issue could not be resolved which was simply canceling the orders that I had made less than 13 hours before I called (the morning after). I asked to speak with their supervisor ********* who accused me of intentionally making the purchase which I did not and made it seem like I did something wrong. After telling him I wanted to have a respectful conversation and that I knew this wasnt on him he still was being ignorant and rude, did not seem to want to resolve my problem at all. I asked him for confirmation of the call he said he had never been asked that question before and asked me how to give me confirmation. He then said he would try to cancel the order but probably couldnt cause it might have already left the warehouse which I could see with the tracking number that it did not. I asked ********* if there was anyone else I could speak with he told me he is the only supervisor and he handles all of the customer service matters, I asked him if there was a manager, he told me that no manager would speak to me as it is out of their job description. Terrible customer service system & set up. I dont even have anywhere I can file a complaint about the situation but here.

• Review fromCam J

  Date: 10/11/2024

  Long term customer over 10 years. Very poor customer service recently. Gaslighting customers seems to be their specialty. Different batches overtime have overstretched considerably. Lower quality evident than 10 years ago. No accountability or access to customer care except for untimely surveys of how did we do ?. What a pity after the founder sells out it turns into sub standard product line.

• Review fromJay C

  Date: 27/12/2023

  I agree with what I've read here. Terrible customer service (although I'm not actually sure how their customer service is because they haven't even responded after 5 weeks of emails and calls). No one answers their call line and they don't take messages. I have to recieve my order from 7 weeks ago when it was said to have arrived. You'd have a better response a phony overseas company. It's hard to fathom that a company that changes that much for a common product treats customers this badly. Sounds like misappropriation of resources from their CEO/board. My guess is they won't be in business that much longer with this kind of business model in this day and age. Good ridden.

  Saxx Underwear

  Date: 28/12/2023

  Hello,We would like to apologize for how this order played out. Unfortunately, we do notice that during the holidays, couriers can be a bit slow to update things due to the volume going through the ***********. This is something we have noticed in both the US and ******.We will deal with them in the background, but for the time being we have refunded your order in full. Please allow 2-3 business days for the funds to reappear in your account.You'll see an email from us as well.We apologize again for this experience. Please let us know if you have any questions.SAXX

• Review fromBrian K

  Date: 08/08/2023

  Incredibly poor customer service. Returned items over a month ago for $100 and Saxx still has not refunded them. Continually make excuses that they are overburdened, promise callbacks, etc. None of these ever happen and my only recourse is a chargeback.

  Saxx Underwear

  Date: 11/08/2023

  Hello,
   
  We would like to apologize for the frustration we've caused. We strive to make returns a seamless experience, and recognize we really fell short here.
  
  We have done a full review on what may have caused this and are in the process of retooling our systems and training to ensure this doesn't happen again. Retraining has been done with the agent you spoke with, and we have launched an investigation with our warehouse regarding the issues with your return. We sincerely appreciate your 10 years as a loyal customer and are committed to doing better.
  
  We hope to be able to make this right by you. We tried to call you, but as there was no answer, you will have an email in your inbox with full details on how we plan to do so.
  
  Kind regards,
  
  SAXX
  

• Review fromNikole C

  Date: 18/04/2023

  This is the absolute worst customer service Ive ever experienced. I ordered approx $250 worth of goods and the package arrived with nothing in it except another piece of mail. When I tried to explain I was treated like a thief. Told there was going to be an investigation etc. Ive never been talked to so poorly in my life I will NEVER order from them again. No apology, nothing- from what *** read on multiple forums I probably will need to dispute the charge through my credit card. **** *** *********

  Saxx Underwear

  Date: 20/04/2023

  Hello ******,
  
  Thank you so much for taking the time to write a review about your experience. We sincerely value your comments and feedback.
  
  It is our standard process (as well as industry standard) to inquire with the courier, along with our warehousing partner, when something goes wrong with the shipping. This is in no way insinuating wrongdoing on the receiver's end - we apologize if this was the way it was received. We run investigations for all erroneous packages, as we strive to be accountable for our fulfilled orders and to ensure that any future issues can be avoided.
  
  Please note, this process usually takes 12 weeks, and we always want to provide the best solution possible to our customers.
  
  We've escalated the investigation to our warehousing partners and, with your permission, would provide a callback once we have the results.
  
  Thank you so much for your patience and cooperation in the matter.
  
  SAXX