True &

I ordered a product from this company in mid April that gave me a ship date of early MayThat date has passedIt has been weeks from my order and I cannot get supportI have attempted to contact the company multiple times- their phone number has a pre-recorded message telling you to email them and hangs up on youI have emailed them times, used their support form three times, and attempted to contact them via their social media accounts on *** *** *** ***The social media accounts have many messages from others that are having the same issues

The customer's order shipped via USPS tracking #***It shows the package is in transit
At this time, it's unclear if it's enroute back to the shipper or the customer
We will investigate further and find outIf it is on it's way back to the shipper, a full credit will be
processed to the customer's account
An update will be provided within 1-business days
Thank you

This company does not answer it's phones or emailsThey do not return messagesTheir site indicates day processingIt's been daysThey finally shipped my order missing an item, but still charged me full priceTheir Facebook page is littered with complaints just like mineTheir customer service is nonexistent at best and abhorrent at worseI had to file a dispute with Paypal and I still haven't received a response from the companyProceed with caution!

I made an order on 11/for two brasWhen filling out the credit card information, I accidentally typed my expiration date incorrectlyI resolved this and put in the order againI have since checked, and my credit card was effectively chargedHowever, since I reciveced an order confirmation from true and co, I have received no information on my shipment or updated information on my orderI contacted them via email to ask about this, and they responded on 12/saying there was a delay in shipment and I would be updatedIt is now 12/and I have received no informationSo, it has been weeks since I placed this order with no information on when or if I will receive my itemsI have never had to complain about a company before, and this is the worst customer service experience I have ever had

Hi, we're so sorry for this error! Your refund has been processed immediately

Hi ***, we apologize for the difficulty in contacting our Support Team Our records indicate that a system error on our end prevented the order from shipping on timeYou have now been fully refunded for this order to your original payment method If there is anything further we can
do to assist, please let us know

I ordered several items from this companyOne of the items, the True Body Scoop Neck bra, came apart at the side (the adhesive failed) after only one wash(The other bras of this type I ordered did not fail after multiple washings.) I submitted a compaint and asked for a replacement under their six-month warrantyAfter four attempts to contact them, I have received no responseThe latest was yesterday morning, ticket #***, but not response has been receivedThis is terrible customer service and makes me concerned they intend to void the warranty

Website is AWFUL! Nothing works on it, forget signing in to attempt to process an exchange or return because the sign in link either won't work or if you're lucky enough to get to the sign in screen it won't go beyond that

Lovely bras — didn’t have to reach out to customer service, but it did take a while to receive my order so I am remiving one star for that I am pleased with my purchases so far :)

I returned a bra for a exchange different size it has been more than days and still haven't gotten a answer why I haven't received my exchange or credit to my credit card I have contacted them many times but no answer to my problem

Bra is not that greatRides up and does not stay put and re-inserting the pads after each washing is a huge painThe WORST part is that I returned the too small bra on May 13th and have not received my refund even though they emailed me weeks ago to let me know it had been processedThey have not responded to any of my MANY attempts to find out why I haven't received my money back yetI understand that processing a return can take time but you shouldn't email a customer that the refund has been made and then not respond when they email/call to find out why they haven't received their money backSHAMEFUL! and very bad business!

Hi, we're so sorry for the disappointing experience!  This order has been fully refunded at this time.  Let us know if we can assist with anything else.

Hi, we're so sorry for the delayed response!  It appears that your refund has been processed and you have been assisted by a member of our team.  Let us know if we can assist with anything else!

Our True Guarantee covers a full refund or replacement for any bra within 6 months of delivery.  This order is over 1.5 years old and therefore is no longer covered under our policy.  As a one-time courtesy we have processed a store credit refund for the value of the bra, $68 to your...

True&Co. customer account.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Good afternoon,
 
We have contacted Teri and she has been fully refunded for this issue.
 
Thanks,
[redacted]
Customer Service Supervisor

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your assistance in this matter.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/18) */
Hi [redacted],
We're sorry that our multiple phone conversations and emails have not been sufficient to resolve this issue with you. We are sorry that the address was not input correctlythough our system cannot and does not change addresses. It...

can only take what is input when the customer submits an order, and the order is not submitted immediately upon returning from PayPal. You were shown the address as transmitted from PayPal, and chose to press "submit," even though PayPal had apparently transmitted an incorrect address. And we are sorry that you did not receive your item because the address was input incorrectly.
You were of course refunded for the item once the package had been returned to sender to our warehouse, due to the incorrect address, as is proper for any returned package. You were also in fact initially offered the same discount on another color of the item, though the sale had long ended. You initially declined this offer, insisting that you wanted the exact bra you had initially ordered. We explained that, unfortunately, it was impossible, as we did not have any of that item to send to you. At the end of that conversation with our representative, it was further explained that the extended discount offer could not be offered again if declined. You declined it again, and ended the call.
On top of speedily refunding you what you were duly owed for the returned item, we also added store credit to your account, to cover free shipping, if you wanted to find something else you liked and place an order, despite your insistence that you no longer wanted anything from us and would never shop with us again. You have more than been compensated for the issue, and we regret that we cannot, in addition to all we have already provided and offered you, comply with your additional retroactive requests, which are far outside of any standing policy or practice. We also regret that you found the resolutions and credits offered to be insufficient, but we went above and beyond our stated policies, in good faith, in an attempt to resolve the situation for you. We truly hope that you find a great-fitting bra somewhere, with policies that are more to your liking, and your store credit will always be valid should you choose to try again with us.
Initial Consumer Rebuttal /* (3000, 12, 2015/09/11) */
Hello True&Co,
The first thing I would like to address is that the information you replied with is inaccurate. To start with, we did not have "multiple phone conversations and emails."
The moment I received a notification that my "returned item" had been received, I called your customer service department. We spoke, and yes, I was speedily refunded. However, it is completely worth your notice that I should not have had to ask for a full refund. My item was sent back as "return to sender," and, as such, all associated costsincluding shippingshould have been immediately refunded, rather than just the cost of the item. To have charged me for an item I never received in any way would have been theft in such circumstances. Your customer service in that regard is not at fault, but doing by merely doing their job it does not mean that they provided exemplary service.
In my discussion with your customer service representative I was then informed that I would be completely unable to receive the promotion I had used to buy the initial item, and that the item I had bought had been sold out. When I inquired about waiting for you to inventory the returned itemthat had been marked received by your warehouseand then having it resent to my address, I was told that would be too difficult to do from your end even though I was willing to wait. Despite the fact that this would mean in no uncertain terms that True&Co does have the item I was supposed to receive in their hands, I understood the difficulty in tracking down the item and asked about my other options. I was then told I could get the item in another color, howeverit would not be at the cost I originally paid. The other items were not at a sale price, but your representative said they could match it given the circumstances. However, the 15% discount I had used during the promotional period would not be applicable.
What this meant was that for an item in a color not of my choice, I would have to pay $3.45 more to receive it.
I then asked if instead, I could get this discount to be applied to another item of my choice. If I could not match the exact price, I wanted other options. I was told no.
It was only then, after finding that I would not be able to receive an equivalent price for item I paidi.e., an exchangeor that I would not be able to have an "extended sale" of sorts to compensate for the missed promotion, that I said I was not interested in getting anything from your store.
I then sent an email directly after my conversation to register that I had a complaint and see if anyone would do more to resolve the issue with me. It stated that I should receive a response in 3 business days.
It took 13 days9 business daystotal to receive a response, and the only reason I received a response at that point was because on day 12 I sent another email to the company stating that I had received no response and was unhappy. The response back was short, stating that I had received appropriate service and there was nothing more that True&Co could do. Only after finding no recourse with your company did I then register this complaint with the Revdex.com.
Based on the information I have now relayed, you can see that there was one phone call and one email each, not multiple. And that your customer service representative did not offer me an exact price match, but a compromise for a different color at a higher cost. Lastly, your "speedy refund" was actually a mishandling on your company's end that if not complied with, would have been registered as illegal.
Additionally, in your response you tried to shift blame for the mishandling of the address to me. You stated that PayPal did not transmit the address properly, and that I had submitted it incorrectly, yet in my email you know I attached the email notice of my PayPal confirmation. It showed the full address. Your script must not have lifted from both address lines. How this is in any way my fault or PayPal's, when I've given you documentation to show that PayPal sent you the correct address, is completely beyond me and shows that you are #SorryNotSorry, to put it more colloquially. If you apologize, I at least expect sincerity.
The last thing I would like to address is that you completely ignored the other customer service issue I wrote about: timely response. It took me prompting a response through a second email to get any reply to my complaint. Since when is 13 days, 9 business days, an acceptable response time? Especially when a time frame of 3 business days is already given on the site? I know that for myself, it only validates the True&Co experience I have been privy to.
I tried to resolve this issue directly, but I was given a sub-par offer instead of a price-equivalent exchange. I waited months for a sale on your site, and acted immediately when I saw one; giving me free shipping did not cover the cost I had originally received during the promotional period, meaning that it was and still is a completely irrelevant offer to my situation. I have not been trying to act retroactively, but sent an email directly after my phone callto which I was given no response originally. Had it been responded to more immediately, you would have been able to see that this is not a retroactive issue, but an ongoing one that I have been seeking resolution for.
Let me again state: what occurred was not my fault, but the business'. The business refused to work to send back the item, even though it had been received and was within their possession.
I do not want a freebie. I want proper and timely service, and I want an equivalent exchange to the monetary amount I paid for that exact item. I do not need free shipping: I need a price match to the sale + discount price with shipping calculated into the final price, coming to $34.55 total. Or I need a discount code (which could expire the next day after you provide me with it, or be applied by your own representative to an order through email or phone) for 15% which can be applied to sale items. Literally, in terms of cost, I am asking for a discount total of $3.45, since the item matched at sale price without shipping differed by only that amount. From your end, this is a small amount to allow to make a fuss over. From my end, it's worth it because I have received substandard service, cannot get the actual item I ordered due to a mistake made by the business, and have spent a substantial amount of time trying to resolve this. I deserve the amount, however small, if it brings attention to the way you treat your consumers.
I am trying to amicably resolve things in a mediated and public manner, and would appreciate it if you had the professional courtesy to not shift the blame to me, inaccurately state the facts, or fail to address all the points I make.
Thank you,
[redacted]

Thank you for sharing your feedback about your experience with us.I am very sorry to hear of your recent disappointment with your experience with True&Co. Weassure you that customer satisfaction is our top priority and we want the service at our companyto reflect that principle.We acknowledge...

that your order was shipped to an incorrect address, possibly due to an error inour system. Unfortunately, as stated in our online Help Center, we are unable to make any orderor address changes once an order is submitted to the website. We do apologize for anyinconvenience caused by this system limitation.We do see that you attempted to contact us twice on the date that your order was placed, June 5,2017. It appears that a new representative responded to your email, but the response wassubmitted incorrectly and was therefore not delivered to you. We apologize for this error.Your return was received by our warehouse on July 3, 2017 with USPS tracking[redacted]. Due to the [redacted] dispute that was filed on June 20, we were notable to process your refund as the funds were being held by [redacted].A follow-up email was sent to you on July 13, 2017 indicating that we could not process a refundto your [redacted] account because of the dispute that was filed.The [redacted] Dispute Resolution Center indicates that your refund was processed on August 13,2017 to your [redacted] account.The True&Co. Customer Experience team has contacted the consumer via email to inquire ifthere is anything further True&Co. can do to resolve this issue.

It looks like this order was one of a handful affected by a major system update that took place at the same time, and never progressed past being placed. I have cancelled this order, rest assured you have not been charged.
I'm terribly sorry for the confusion and inconvenience due to this bizarre...

mistake.
I have issued a $20 store credit to your True&Co account should you ever choose to give us another chance. This store credit is available immediately, never expires, and is automatically applied to your next order (no code needed).