"Not only is their customer service horrible, it's actually non-existent. I received 3 items, which were sized incorrectly and terrible quality. I have emailed them 6 times! and received zero response. On their website, under "contact us", they ask you to enter your email and that's as far as you'll ever get. They never contact you, they don't reply to emails, probably because they are inundated with complaints and return requests because the "quality" of their products is terrible. If you don't care whether you lose out on money spent, then definitely throw it away by shopping with them... I hate that I actually have to give them one star, they should have negative star ratings for companies this bad!! Also, I should be able to select each tag subject because they are horrible at Shipping, Product, Payment, Technical, Customer Service and Service!!!"
"This is the worst company I have ever dealt with. You get excuse after excuse and your problem never gets addressed. Shipping is extremely slow, Items are often not shipped at all! I have been trying to get a refund on items never received since 8/12/2014 today is 9/28/2014. Their customer service is a complete joke. If I don't received my refund by tomorrow I may have to go through my bank. This is an god awful company and I have stopped dealing with them! Items are way overpriced anyway! "
"The slowest delivery and follow up on the planet "
"Only shop on clearance items or sale items - you can get very good buys up to 50% or more.
When calling in an order, all staff is freindly. For special treatment, ask for Connie or Sandy.
Downside - once you hit the "commit to buy", no turning back.
There is no way to cancel an order. You can:
1) write refused on package(don't open & return - but if lost in mail, you are -------?
OR
2) send back, wait on line in p.o. & wait about a month for credit.
Sizes are tricky - so sometimes(if you do not know brand), you are taking a chance. In a case where item does not fit, I usually gift it. Postage to return is high & i hate the p.o."
"I placed my order on 6/28. It is now 7/18 and still no product delivered. As with the last review, the email response I got was a delay due to their system conversion. Really? It's 2013. Can't they email their customers and tell them there will be a delay? I was also billed twice for the same order and STILL have no resolution over that issue. Never again will I order from this company. "
"I ordered a product from UnderGear on June 27. Today is the 9th of July. I have had to call almost everyday for the past week to babysit this company to ensure that my product will even get shipped out. Each time I talked to someone, they said everything was not transferred over properly when they switched to a new system. However, we fixed this the first I called in and should not have taken a week to finish the rest of the order and for it to even get get sent to the warehouse. Completely unsatisfied and would not recommend Undergear. If you want something they have, I would highly recommending going to the actual provider. It may cost a little more, but it will be well worth the money."
"I placed the order on Jan 7th, 2013 it took two more days to get the package shipped. Today is January 23rd and I have not received anything! I shop online a lot, and even packages that been ordered the same day and been shipped from China I received a couple of weeks ago. I called FEDEX first, the tracking number is giving me the info dated by Jan 15th only and suggested to call the shipper, so I called the customer service, they said we're not gonna do anything till those "10 business days" pass... I'm totally dissatisfied. It was my first and the last buy with them. "
"I ordered a Smash Matador shirt which was forest green with embroidery on the front and black threading throughout the shirt. When I got my order it wasn't the right shirt. It was a disgusting mint green thing with front pockets that zipped and white threading and embroidery on the back. So I went through the trouble of calling up and explaining it was the wrong shirt, and shipping it back to them, only to have the replacement shirt also be the wrong one. Not only was it wrong, it was that same hideous minty green shirt that I had sent back previously. When I called this time I asked to speak to a manager who told me that while the problem had been noted in the shipping department, but she couldn't tell me when it would be resolved. It's a week before thanksgiving and she couldn't even promise me that I would get the shirt that I had originally ordered before Christmas. There was no offer to call the shipping department and have this issue resolved immediately, there was no date as to when I could expect it to be resolved. I was basically told I would have to wait indefinitely for the stupid forest green shirt I had originally ordered. So the gist of this story is that Undergear doesn't care about it's customers. It could care less if this is a gift for the holidays, they don't feel you're important enough to have this shipping issues resolved in a timely manner. They just don’t' care and that's why my first attempt at buying from them will also be my last. I wish I had the invoice order number but if they got my return package, I'm the one who sent a picture of the item, cut out of their magazine along with that heinous shirt and the promise to write a review on how disappointed I am. Thanks for nothing Undergear! :)-Heather"
"Slow processing and shipping, very slow returns credits and not very price effective. As another reviewer stated, you can do better at the mall in terms of both price and quality.
More: 6 weeks have now gone by. All of the original pants ordered have been shipped back. One pair which was an outright return because the quality was not commensurate with the price has yet to be credited to my charge card. The two that were replaced with a smaller size are awaiting return. A size medium is a 39" waist in Undergear's pants. As an indiction on how Undergear attempts to hold onto your money as long as possible, the prepaid return label is being sent to me via US Mail.
This was the first and will be the last time I will ever deal with Undergear."
"I placed an order with them on Jan 29 today is Feb 8 and I just got off the phone with the customer service rep and it still won't be here until next week (the 15th or 16th of Feb). As nice as any underwear could be it is not worth paying $15. to ship it and wait a 2 weeks to a month to get it. Don't bother go to the mall Banana Republic and Calvin Kline have nicer underwear and it costs the same and you have it now. "
"probably won't order from them again, the shipping is really slow. ordered 3 items, and it took 4 days to even ship them - i wanted some things for an upcoming vacation, but they have not arrived in time. 4 days to ship 3 measly items, not acceptable -from a company of this size. i ordered some items from international jock 2 days after i placed my order with undergear, and they arrived super fast, still nothing from undergear. i would not recommend them."
"ordered 12 different kind of underwear. 1 item was on back order and shipped in 2 weeks. little slow shipping but over all thanks"
"I was "cold called" on this company through a magazine I received in the mail. Looking through their products, and checking their price points, they looked to be on par. So I made an order, and I am really glad that I did!
Their website is moderatly easy to navigate. The login is easy, and the shopping cart clearly shows items, price, and their stock availability. (It does not do that, though, when you are actually picking a product). The purchase itself is extremly simple, though the page is a bit weird. But if you read what it is asking for you will be fine.
I have made two orders so far, and within 2 days of the order (business or otherwise) it was shipped, and two days after that it was on my doorstep. In fact with my last order, I called the day after placing it, which is a sunday, to see if I could add something to it, and I was told they cannot since it was already packed to be mailed! Now that is service.
And absolutly invest in the Membership (it is 25 or 30 dollars for a years membership) -- it pays for itself in 2-3 orders. It gives you, basically, free shipping on EVERY order, no minimum or maximum purchase. Mine has officially payed for itself on this last order, and Ive only had it a month. Plus you get emailed when they run 15% off sales, or other such promotions. I paid 82$ on 5 high quality items that before the discount and free shipping should have cost 125.
That is sound advice! haha."