POPFLEX Avis 149

I’m an international customer from Japan and have made two purchases (totaling four items) from Popflex. While I appreciated that all the items looked exactly as shown online—which is especially important when ordering from overseas—the overall experience has been disappointing, particularly when it comes to sizing and customer support.

Since international customers must pay out-of-pocket for returns or exchanges, it’s essential that the product information is thorough and accurate. Unfortunately, while the product images were true to reality, the sizing system was frustrating. Popflex insists customers choose sizes strictly based on body measurements, completely disregarding individual fit preferences. I followed their size chart and ended up with pieces that were either too tight or far too loose.

I reached out before purchasing to ask for actual garment measurements, but received a generic response within seconds: “We’re sorry, we don’t have this information.” It felt automated and dismissive. In contrast, every other brand I’ve contacted has either provided this information or made the effort to consult their warehouse team. The lack of support from Popflex staff—especially considering the premium pricing—is extremely disappointing.

What’s more concerning is that I’m not alone. I’ve seen many other customers raise the same issue. One person, who works in the fashion industry, even submitted a thoughtful and detailed suggestion to improve the sizing chart. That, too, was met with a generic response and no visible follow-through. While the founder often emphasises that she’s “listening to feedback,” it doesn’t feel like there’s a genuine commitment to resolving this ongoing, fundamental issue. I felt quite offended, as her tone made it seem like she was doing us a favour just by listening, as if we owed her something for it.

At this price point, customers deserve more than lip service. We deserve transparency, proper customer support, and real, actionable improvements—not just polite dismissals.

I was flagged for "fraud" and asked to provide an ID to verify my address and complete purchase. I asked for an alternative, as I was not comfortable with providing my identification direct to an American company. In turn, they asked me to provide my passport (?!) and/or block out any sensitive information except my address. None of this makes any damn sense-- it's 2025-- one can just use an LLM to fake an ID these days. I checked out via Shopify, why not ask them?! I am so disappointed, and I've been excited to get the item for a long time-- it's not cheap to begin with but it's even MORE expensive with the exchange rate. They refunded my order.

I did not get the product I asked for, it was returned to the company and I did not receive any kind of e-mail telling me of it. I'm now unable to return it because their return policies are a mess, you get too little time to return the product considering that shipping to other countries takes a long time. I will never be buying from here again as they've made me lose 60€ that now I have no way of getting back, and my skirt is also lost now.

I had the exact same experience as a customer below. Shipped my order in multiple packages even though it was one swimsuit (top shipped separately). It not like I would’ve been able to wear half a swimsuit so not really sure why they wouldn’t have just waited to ship it all together. Especially since it would’ve saved their own dollars on shipping one package instead of 2.

So I had to pay exorbitant fees TWICE because they choose the most expensive international shipping option from the most scammy predatory shipping service - UPS. Birds of a feather I guess.

Customer service is useless. Definitely AI generated or just impressively unhelpful. Typical canned responses “we’ve shared your feedback to the appropriate team” which is code for “too bad, sucks to suck. We’re going to keep robbing you!”

I imagine if you are an American, you won’t have these issues. But beware being an international customer. The price of the item is only a portion of what you will pay in the end. They refuse to take any accountability.

By the way, popflex - if you insist on using UPS. International customers would rather have the worldwide express option to not have to be robbed twice.

Although USPS is definitely the kinder thing to do. But we all know they don’t practice kindness. Mean people who claim they’re eco friendly but then make harmful decisions for the environment and their customers.

Do better. And don’t just say you will.

Placed an order with multiple items, which were all sent out SEPARATELY. For the owner to claim online that the brand is environmentally friendly and then experience this foolery firsthand is devastating. This by the way also meant I had to pay customs fees on each and every single package, totalling to a higher price than the items cost me. Customer service is absolutely useless, it takes 5 emails to get a response to the initial question you asked (because it's probably all AI generated responses). They refuse to give any compensation or apology for their incompetence. Do not order here.

I ordered the Cloud zipper jacket in denim blue in April last year. It was a birthday present for my daughter who until becoming aware of this brand had been unsuccessful in finding a jacket in that particular design. Needless to say she was over the moon when the jacket arrived and initially seemed to tick all the boxes. However, the joy wasn't to last long. After wearing the jacket for the summer season (8 weeks the most) it was time to wash it. What I first thought to be dirty spots turned out to be faded color. Upon closer inspection the whole jacket was studded with these ugly spots, particularly in the shoulder area where it was exposed to the sun the strongest. To say we were disappointed about this extremely poor quality considering the price (almost 100 Euros including shipping and customs) would be an understatement. When coming across this page with all the bad reviews, in particular regarding the literally non-existent CS, I did not waste my precious time in trying to contact them. After the spot had gotten even worse when my daughter started to wear the jacket again this year I decided to try my luck and dye the jacket with textile color. It turned out to be the most stunning evenly dyed marine blue (a color which fun fact my daughter wanted to order in the first place but which was out of stock in her size back then). Best 15 Euro investment of my life. Now one of her favorite pieces of clothing has been restored to beauty. Don't get me wrong, fabric-wise the jacket is super, but losing its color that fast was pretty bad. My conclusion: first and last purchase at PopFlex.

Zustellung verzögert, zusätzliche Kosten, über die ich bei der Bestellung nicht informiert wurde. "Die Einfuhrabgaben i.H.v. 27,36€ (inkl. 7,50€ Auslagepauschale, inkl. MWSt.) sind bei Zustellung, möglichst passend, in bar zu bezahlen.", heißt es in meiner DHL Bestellung. Das Paket hätte gestern ankommen sollen, spät abends erhielt ich die Nachricht, dass es zu Verzögerungen kam und das Paket heute geliefert werden sollte. Et voilà! Kein Paket, heute nicht mal ein Update. Das kann nicht sein. Scam. Informieren Sie die Kunden beim Checkout über die HOHEN zusätzlichen Kosten.

I've been purchasing Popflex since 2023 from Europe and from South Korea, smooth transactions, standard delivery (2 weeks to 1 month). I had few issues with one of my order and the CS has always been a great help to fix that! I bought workout, daily wear clothes and swimsuits, and everything is still in good condition, I'm very happy with the quality!
Just one downside I pointed out in my reviews on Popflex website is the sizing of the skirts/shorts/pants that is sometimes different depending on the design. So it would be great if they could upload a size chart for each clothes' measurements, and not a general one since it doesn't match. I recommend reading the reviews as sometimes people mention when it fits larger.

I don't understand the complaints about international orders. I live in Finland and I've had zero problems with the delivery or the products. I've ordered 4 times from popflex. The orders have arrived within 2 weeks, which to me is not that bad. The quality has been great. I've ordered a few pirouette skorts, zip cloud hoodies, leggings, tops, bags and a yoga mat. So far I've been very happy with this company ✨

Nach Erhalt der (sehr guten) Ware kam eine Rechnung von FedEx über 8o Euro!!! Fast 50 % des Kaufpreises. Auf meine Mails hin hat niemand geantwortet. Auch kostet die Rücksendung aus Deutschland 30 Euro

I’ve been a long-time Popflex customer and have placed multiple international orders without issue—until recently.

Unfortunately, in the last few months, I’ve experienced two separate international order failures, and the way they’ve been handled by the customer service team has left me feeling extremely disappointed.
1. In December 2024, I ordered two Pirouette Skirts (Ruby and Sapphire) during a sale. I received a notification shortly after that there was a shipping issue and the order was being returned to sender. I contacted support and asked if I could reorder the skirts at the same sale price, since the issue wasn’t on my side—but I was told:
“Once a sale period is over, we can no longer price match.”
So I was refunded, but not given any option to actually receive the items I had fairly purchased during the promotion.
2. In April 2025, I ordered a pair of Cargo Leggings in Royal Orchid and waited over a month. I followed up, and was informed the order might be lost. Again, I was told Popflex cannot reship international orders—only issue a refund. I even offered to receive the item in a different color if it helped resolve things, but I was told it wasn’t possible.

This second order was especially frustrating because I had used accumulated FlexDollars I had earned from previous purchases to bring the price down. When the refund was processed, I lost both the product and the FlexDollars. After escalating the issue and asking for a solution, the customer support team gave me a one-time store credit with a 24-hour expiration window—which felt more like a formality than a meaningful resolution.

Throughout this process, I repeatedly asked for my message to be escalated to Cassey Ho or someone from the leadership team, as this wasn’t just a simple refund case—it was a pattern of failed service. My request was ignored. I even took the step to email her business team directly, but never received a response.

I’ve supported this brand for years, and I’ve never asked for special treatment. I’ve always waited patiently for international shipping, paid full shipping costs, and used my loyalty points as they were intended. That’s why this experience has been so disheartening. I expected more transparency, fairness, and basic acknowledgment that when something goes wrong—twice—it deserves attention.

I’m still hopeful that someone on the leadership team might take the time to review my experience and see that this isn’t about money—it’s about how loyal customers are treated when the system fails them.

My customer support compliant no. 111289. Order no PF-1266899

For the past couple of days I have been trying to communicate with customer service regarding an order, PF-1269531, that was paid for, but not received, A representative instructed me o reach out to their contracted courier to query the package status , which i relayed that is their job. I respectfully requested a refund of $161.34 or the paid merchandise.

This is frustrating and unacceptable as I spent a substantial amount on their merchandise. it is a shame that Popflex' business practice is not as solid as their merchandise.

I really loved the colors and design of the Zip Cloud Hoodies and was excited to order two (Blush and Deep Plum, both S/M). Unfortunately, both hoodies arrived with defects – one was completely the wrong size despite being labeled S/M, and the other had a fault in the hood seam and started falling apart after just one cold wash on a mild cycle, following all care instructions exactly.
When I reached out for help on how to repair the damaged hoodie, I was offered a 25% refund and told to either donate or dispose of it.

To make matters worse, the item values were incorrectly declared on the shipping documents, which caused me to pay significantly more in import fees than necessary.

What’s worse, I’ve now been completely ignored for days, even after politely following up. I’ve since read reviews from other international customers describing similar experiences: defective products, unhelpful or dismissive support, and being ghosted when asking for basic documentation or a fair solution.

The designs are wonderful, but sadly, quality control and international customer service are seriously lacking.

Impossible to get an exchange even when you purchase unlimited exchanges and returns. Just go around in circles with customer service.

The products are beautiful and has good quality. I have an issue with the VAT price I must pay when it arrives to Norway, it’s almost 40% of what I paid for the products and shipping in total.. The prizes they put on custom forms (international orders) ran 40% higher than actually paid. Which causes too high local VAT: e.g. I ordered ''discounted'' items. If POPFLEX can fix that I would buy more from them because I love the products.

Die Produkte sind wertig. Einziger Kritikpunkt sind die Steuern, die nachträglich fällig werden. Im Bestellformular steht zwar: Steuern, Discounts und Shipping sieht man beim Checkout.
Das stimmt so nicht! Beim Checkout sieht man dann nur die Shippingkosten.
Nachträglich erhielt ich eine Rechnung über 90 Euro für Gebühren (zum Verhältnis- Bestellung hat 180 Euro gekostet).
Habe dann den Customerservice angeschrieben und sie gebeten, dies doch besser darzustellen beim Checkout.
Kostentransparenz ist wohl nicht gewünscht.
Wurde abgewiegelt mit: man kann die Steuern nicht vorhersehen.
Klar, aber einen Hinweis, dass beim Checkout doch nicht die Steuern einsehbar sind und man sich bitte vorher informieren muss, wäre ja schon sinnvoll.

Sadly I cannot recommend the international shipping. I received 2 tops instead of a full bikini, an honest mistake. However costumer service didn't help at all. I simply got a refund. I saw there was only one piece left on the website and it was a friday evening, so I decided to buy it, otherwise I had spent 90 euro on nothing. When I bought the pants again, even with the discount they gave me - the returned money didn't even cover the cost of the pants. That is not including custom charges I will have to pay again! So now I have spend a ridiculous amount of money on a bikini... I wish I had checked trustpilot first. I have bought from small international businesses before - I have never had this bad an experience!
One thing is being clear about not covering international cost for returns, I get that. But not fixing your own mistakes??

I don’t know why there’s such a bad rating. The skirt I bought is so comfortable, I find a lot of clothing hard to wear but it’s lovely. I got an XS and it feels very breathable. Packaging is biodegradable and arrived well!

“There was a problem processing your order. Try again in a few minutes.”

That’s all I am getting when I try to order from Popflex.

Mind you, I have ordered from them probably 20 times by now, if not more, and since they revamped the site and changed something, I can’t place orders anymore.

Now bear in mind I work in customer and tech support, so i’m no dummy, and I tested extensively on 4 devices, both on their app and website, in different browsers, logged in and logged out, with and without discount codes, with and without my “flexdollars” added and NOTHING works.

When I contact their support they ask me to repeat steps i have tried several times and have no other way to help me, and seem unwilling to investigate at their end what the issue was. Previously it was just “add stuff to cart”, click “buy”, go via Paypal or card and that was it. Eaay peasy! I have spent thousands of dollars there at this point, not to mention a small fortune on customs fees, because i live in Europe, and I wear popflex almost daily, but I an just giving up now! Great that they can get new customers, but dismissing the issues of a longtime loyal customer is not good business practice!

They have beautiful things although the sizes run (much) smaller. The client service never replies and keeps itself hidden. The prizes they put on custom forms (international orders) ran 30% higher than actually paid (..) which causes too high local VAT: e.g. I ordered ''discounted'' items all in for Euro 217. To my surprose, Poplex put USD 316,14 on the customs form which caused me to pay VAT Euro 73,42 (should have been 21% of Euro 217) on top of the (expected) import costs (Euro 26,40 - which also run higher). So in all, my package with a supposedly ''nice discount'' of approx Euro 90, now run up to in all Euro 114,82 (incl FedEx extra charges of E 15) extra. I understand why Poplex does not send a 'feedback'' link to clients.