Reviews

I requested for a smaller size. I returned my items (abdominal binder $69, waist cinch $20) for a smaller size. I emailed them that I sent back the items for them to only return ONE item, which was only the cinchIts the holidays and its busy and I am receiving lots of packages. Just because I didnt report my missing item based on their policy of reporting missing items within 7 days they couldnt resend me or refund me for my missing items. Their customer service is horrible. I cannot talk to a real person nor speak to someone from above. They denied 3 times for my readiest of my missing item that I paid full price for!!! How can I rate how effective the items are without the proper items to use. They even sent me an email stating only the cinch and not the abdominal binder. I was a bit confused and probably thought, the cinch is the entire items that I sent back. 2 weeks later of reporting my item, they refuse to send me anything. They are thieves!!!

Response to BBB Complaint: ******* ****** Order HS-*****

On November 8, 2024, at 10:03 PM, ******* ****** placed an order on our website (Order Number HS-*****), which included the following items:

Slimming Gel
THE HOURGLASS ESSENTIALS Upper Trim Set

The package was shipped promptly and delivered successfully on November 16, 2024, at 01:28 PM ET, according to tracking information provided by our carrier.

On November 19, 2024, ******* ****** reached out to request a size change for the Upper Trim Set from size L to M. We responded by providing her with instructions and a link to complete the exchange process.

On November 21, 2024, she contacted us again, stating she was unable to proceed with the exchange via the provided link. In response, we created a manual return label to facilitate the process.

On November 27, 2024, ******* informed us that she had returned the items for the size exchange. That same day, we manually created a replacement order (CS-HS-*****) to include the two items she wanted in the new size. This replacement order was processed, shipped on December 2, 2024, and delivered successfully on December 6, 2024.

However, on December 17, ****** days after deliveryMelanie contacted us again, stating that she had just opened the package and discovered that one of the items was missing. She acknowledged in her communication that this delay in checking the package was her oversight. Upon reviewing the situation, we verified that the manually created replacement order included both items in the requested size, as per her exchange request.

In response to her concern, we shared our company policies, which are clearly stated and available for public access at: ************************************************************. These policies are in place to ensure fairness and protect the integrity of our operations.

We understand that this situation caused frustration, particularly when our policies were communicated. However, these guidelines apply universally to all customers and are essential to protecting the company from potential fraud.

As a gesture of goodwill, and despite the circumstances, we are willing to provide a one-time resolution by resending the item ******* stated was missing. We hope this resolves her concerns and demonstrates our commitment to customer satisfaction, even in cases where the error was not on our part.

If further clarification is needed or additional assistance is required, please feel free to reach out.

Terrible customer service I ordered a hourglass essential bundle on there website it says it includes a Cami waist cincher,sweat now gel,hot slimming gel and a waist trainer and if you subscribe you get a discount so subtotal 59.99 great well I received a waist trainer belt instead of the cami waist cincher size I reached out to customer service and explained it in several ways and there response was that's not what I ordered ok maybe there was a mix up when ordering but the fact remains that I want to get what I thought I was ordering a simple exchange but the last email stated the item that I'm requesting does not exist.....so is this false advertisement I just wanted the cami waist cincher why is that so hard to understand they did offer me a refund but never offered to exchange the belt for the cami waist cincher

Dear BBB.

We are writing in response to the complaint filed by Mrs. ****** ****** regarding her order #********, placed on October 21, 2024, at 7:09 PM. We would like to provide a detailed account of the situation and clarify the steps we have taken to resolve this matter.

Order Details:
Mrs. ****** selected the Hourglass Basic Kit from our Copper Slim line, which was processed on October 22, 2024, and shipped the same day. The tracking number for this order is ******************************* which can be tracked here: Tracking Information.

The package was successfully delivered on October 28, 2024, at 5:02 PM MT.

Customers Inquiry:
On October 28, 2024, at 8:09 PM, Mrs. ****** contacted us claiming that she had received the wrong items. The next day, on October 29, 2024, at 9:15 AM, we responded asking her to send a photo of the products she received. Mrs. ****** informed us that she had not received the Cami Waist Cincher and sent a photo of a different product bundle from our Hot Shapers line, which was not what she had ordered.

Clarification of Order:
We promptly clarified that the Hourglass Basic Kit was the bundle she had selected and ordered. Despite this, she continued to reference a different kit from a separate line. We again confirmed that the correct items were shipped.

Offer for Return:
As we previously informed Mrs. ******* the reason we offered to process a return for all the items is that she had ordered a bundle from one product line (Copper Slim) but wanted to exchange it for a bundle from another product line (Hot Shapers). Unfortunately, we cannot process exchanges between different lines, but we can offer exchanges or returns within the same product line. Therefore, we offered her the option to return the items she received and receive a refund, so she could place a new order for the correct products.

Return Process:
Mrs. ****** used the return link we provided and successfully generated a return label. However, as of now, we have not seen any movement regarding the return of the products. Until we receive the returned items, we are unable to proceed with the refund process.

We kindly request that Mrs. ****** follow through with the return process so we can complete her refund. We can attached relevant chat records and order details for your reference.
We remain committed to resolving this matter and are happy to assist Mrs. ****** with the return as soon as we receive the items back.

Thank you for your attention to this matter. Please feel free to contact us if further clarification is needed.

I have noticed that this business deleted bad comments on their social media. I posted i comment and someone reached to me and i told them their product is advertised as that it doesn't fold which is a lie and it makes it harder to workout. After that my comment got deleted. I reached to them about deleting my comment and their answer was its because they contacted me. I told them my comment was to let other customers know that their product will not work when sitting or bending constantly. The person said that because I was reached they had to deleted since "they solved the problem" I decided to leave another comment specifying that my comment was only meant for potential customers and that an message from them was not needed. Right after this, my comment got deleted and I was blocked from making comments again. I believe this business should not delete bad comments since this helps make a decision when purchasing an item. On the side. I was not offer a refund or anything. Thank you

Upon reviewing the case of *******************************, we have reached out to the costumer but she repeatedly rejects our assistance by claiming her goal is to "let other customers know that their product will not work when sitting or bending constantly". We told the customer that this issue is likely due to her having the wrong size and that we would be more than glad to exchange her product for the correct one since this is not a common issue customers face. Our product sizes are measured and cut accordingly to ******* size standards and the fit of our products it's great for most, but there's always a chance for it to not fit to perfection. On the other hand she claims "On the side. I was not offer a refund or anything." we have all the communication record between the costumer and us and she never requested a refund nor size exchange or any type of modification to her order, in this case we would've happily granted it to her because the satisfaction of our costumers is a top priority for us.