Frank and Beans Avis 

Réponse de Frank and Beans

24 août 2026

Hi William Siebler,

Thank you for your review. We would like to clarify the sequence of events, as some important information is missing from your account.

We acknowledge that you received an incorrect colour combination in your 8-pack, and we apologise for that packing error. Had this been raised with us through our normal returns process, the order was eligible for a free return, and our automated returns system would have provided you with a prepaid postage label at no cost to you.

Instead, a PayPal dispute was opened before the goods were returned to us. Once a PayPal dispute is opened, the disputed funds are held by PayPal and the matter must proceed through their resolution process. PayPal subsequently required the goods to be returned as part of your claim, and you elected to purchase your own return postage for $20.25.

As we explained by email, return postage through our own returns process was available free of charge. We were also unable to simply issue the refund ourselves while the PayPal dispute remained open because PayPal had placed the transaction funds on hold.

We certainly accept responsibility for the incorrect colour combination originally supplied. However, the $20.25 postage expense was not a charge imposed by Frank and Beans and could have been avoided by using the free return service available for the order.

We are pleased that the purchase price was ultimately refunded, but we feel it is important to clarify that customers are not required to pay return postage to us in circumstances such as this when our provided returns process is used.


Best Regards,
Clinton
Customer Care
Frank and Beans

Réponse de Frank and Beans

17 juin 2026

Hi Hari,

Thank you for your feedback, and we’re sorry to hear your experience did not meet expectations.

We understand sizing can be frustrating, especially when comparing products across different brands and styles. While we provide size information to help customers choose, we appreciate that fit can vary from person to person.

Our Customer Care team did review your order and provided an exchange option, including free regular return postage through our returns portal. The replacement item requested was a higher-value product, and Express Post was also requested, so we provided the balance payable for the exchange.

We also acknowledge your comments regarding response time and phone support. At this time, our support is handled by email so we can keep a clear written record of each enquiry, but we’re sorry if the process felt slower than expected.

If you still need help with your return, exchange, or refund, please reply to your existing support ticket and our team will continue assisting you.

Kind regards,
Clinton
Customer Care
Frank and Beans

Réponse de Frank and Beans

15 juin 2026

Hi Denise,

Thank you for sharing your feedback on the Women’s Pocket-Pro Boxer Briefs with Side Pockets.

We’re sorry to hear the fit did not feel right for you, particularly through the groin and front mid-section area. We understand why that would be disappointing.

To clarify, this women’s style is not a shrunk-down version of a men’s underwear pattern. The full mid-section of this style, including the gusset, front rise, groin area, and waist fit, was developed as an original women’s pattern and fitted using female models.

That said, fit can feel different depending on body shape, size preference, and how much room or coverage someone personally likes in a boxer brief style. We appreciate your comments regarding the extra fabric feeling through the front/groin area and will pass this feedback on for review.


Kind Regards,
Mechelle
Customer Care
Frank and Beans

Réponse de Frank and Beans

15 juin 2026

Hi Tennille,

Thank you for taking the time to share your feedback.

We’re sorry to hear the G-Strings were disappointing and that the elastic did not feel comfortable for you during wear. We understand this was not the experience you expected.

We can see you contacted our Customer Care team, and we responded directly with the options available. As the garments had already been washed, we were unable to accept them back for refund or exchange due to hygiene requirements for underwear. We did offer a goodwill voucher so you could try another set at no garment cost on a future order, however we understand you did not wish to proceed with that option.

We also apologise that your 10 pack did not include the colour mix you were expecting.

Your feedback regarding the elastic, fit experience, and colour selection has been passed on for review.

Kind Regards,
Clinton
Customer Care
Frank and Beans

Réponse de Frank and Beans

18 mai 2026

Hi Adrienne,

Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience caused.

We completely understand how disappointing this experience would have been, especially after trying to contact us multiple times.

After investigating your enquiry internally, we can confirm our Customer Care team replied to your messages on several occasions. Unfortunately, it appears there was a delivery issue affecting some outgoing emails at the time, which meant our responses may not have successfully reached your inbox. This issue has since been identified and corrected.

We have sent you another email this evening to your email inbox.

We genuinely appreciate you bringing this to our attention, including the stock notification error you encountered on our website, as this also helped us identify an issue requiring attention.

We would still very much like the opportunity to help find the correct fit and resolve this properly for you. We will be reaching out privately to assist further.


Kind Regards,
Clinton
Customer Care
Frank and Beans