2XU Avis 93

I ordered some items on black Friday, 29 November 2019, so I knew there might be a bit of a backlog. After a week with no updates I sent my first email, inquiring about what the expected dispatch time might be for my order. Nearly three weeks after placing the order, and sending now 5 emails to their "customer service" have yet to receive a single reply or update. Also tried msging via facebook, no reply. Doesn't look like they will arrive before xmas. Nonexistant communication. Why have a sale if you cant deliver the product? Will have to ask the bank to reverse the payment as I don't expect any response from them.

Purchased bike bib shorts for $224.95. Started to rip at the seam. Asked 2XU for return. They asked that I email them a phone of the product and they will approve the return. They approved the return on May 29 indicating that the replacement will be processed in 3-7 days. Nothing showed up for 20 days. After multiple attempts, I was able to speak to Elizabeth. First of all, she answered as if I woke her up. Nothing like how can I help you. If they didn't have the product, they should have contacted me informing me of the situation.

Once she looked up the order, she indicated that they don't make it anymore. So I suggested that they refund the money or give me store credit. She said that they don't refund but I can get promo codes to purchase something else. I told her that I paid $224.95, she argued that I only paid $206 because there was a 10% discount. I think she was acting smart. Yes, the product was 10% off but the original price was $250. I had to email her my receipt to agree to the $224.95 the purchase price.

Since I was forced to purchase something, I picked a product on sales with buy one get the second one at 50% off. She refused to give me the discount on the second product claiming that this is an exchange and not a credit. I was furious and spoke to Patrick, the Supervisor. Patrick found the replacement product at a store and shipped the product.

My ISSUES

1- When you are selling high priced clothing, better match your customer service to it. Walmart gives much better customer service when it comes to refunds.

2- Fire Elizabeth or train her.

3- When you have a crappy product, please apologize instead of defending the shoddy service.

In the age of online customer service and shopping, this company is the worst. I ordered tights in November 2018, after two weeks with no shipping notice, I contacted them via email. After no response, I tried calling multiple times, emailed again and FINALLY got a response from them on Facebook a month after I placed my order. They said it was a processing error and they shipped them. I received them about two weeks later, but they were the WRONG pair. I then followed up again multiple times and finally got a response saying that 'they were out of stock of the pair I had ordered and therefore sent the other pair'. DO YOU NOT CONTACT THE CUSTOMER BEFORE SENDING THEM SOMETHING THEY DIDN'T ORDER!? I'm so frustrated at this point that I gave up. I like the tights but won't be bothering with 2XU again, there are plenty of other brands out there that make high quality products AND can manage to fulfill customer orders OR, if they mess up, they make it right with the customer.

It took about 3 weeks to receive my order. I tried returning the items in my local store only to be told that the online store is a different entity and they will not accept returns from there. I was instructed to go online and request a return authorization #. It took 3 days and a phone call to customer service to even get authorization for return. Since sending the order back, I have received 3 separate emails on 3 separate days, confirming receipt and indicating a 7 day turnaround After waiting 7 days from the first acknowledgment, I again contacted customer service to find out when the $ will be credited back and have not gotten an answer. I will not shop with them again, either online or in their stores!

Do not order from this company. They only gave me half my order and still charged my credit card. I have sent several emails and called customer service directly. They never return your phone calls. All you get is a recording. I highly suspect fraudulent activity since they won't answer for the missing items and I cannot get anyone to give me my money back. I have to contact my credit card company to report the theft.

My husband ordered express delivery to get our $300+ shipment in time for Christmas. It came looooong afterwards. They were kind enough to refund us for the expedited shipping cost, but then we realized they had charged us twice for the initial order. When we brought this to their attention, they told us to call them during working hours even though they had our order number and payment info to be able to fix it on their end. Our jobs don't allow us to make calls during the day and we've asked for their help refunding without a call. They've gone radio silence. I've emailed them 4 times and tweeted at them to try and get back our $300+. No response. Run from this company like the devil.

I have recently purchased compression tights from a 2xu store and I'm very disappointed. The X logo started coming off just after a couple of weeks of wearing the tights. I hadn't wore them a lot and only had washed them once (and i did follow all the instructions on how to care for the tights). The tights are still well fitted and in great condition, but very disappointed on how fast the logo has come off. To top it off, I threw out the receipt because i didn't think that i would have any troubles with a great company like 2xu. So angry that i threw out the receipt because i would've returned them straight away. I've only had the tights for 1 and a half months btw! With the price i paid for these tights, i expected better quality!!

Terrible customer service. Zero Communications. When i did finally reach someone it was too late to wear the ordered item. I would never order from them again. Try BlueSeventy. i had great service there and high quality apparel.

Very poor customer service! I had a return and it has been nearly two months and I still have not gotten my money back. The original email said that it would be in 3-5 days, then they apologized but still haven't sent it back and I continue to email with no reply!!!

Only received half my order after a month and a half after ordering and now that I haven't still received the other half no response from any avenue of communication. Phone calls go to a recording with no options to talk to anyone emails don't get any response. Not impressed what so ever. If I was to do this with my small business I would be out of business.

Contacted this company seeking help with a charity event, started very positive and agreed a discount on product. In return for photos for there social media. They emailed me say I need to pay which I did the same day and now nothing. I have emailed but no response. They could have just said no to helping a veteran supporting combat stress. Very disappointed at service.

I would not order product from this company's Website. Also when trying to get them to correct a problem it takes to many emails and at least three phone calls. After finally talking to someone, the order was canceled. Wow that was fun. Like the product but the service is poor at best. Nice people just don't have it together at all. To many good products available. Hope others don't have the same issues I did.

Never any dramas dealing with this company. Have ordered through them multiple times. Always inform you where the order is up to and if there will be any delays for items. Will buy through them again.