Complaints

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a product from what waist called Perfect Torso.On their website they state if product doesnt fit you can return item for store credit or exchange for same item of different size . As soon as I received the item I tried it on and realized it was #1 too big and #2 I also received an email from a representative of the company stating the item that I should order is a different item called Miracle wrap band . I paid $87.31 for the perfect torso item and sent it back next day after i received it and stated in the email that i was sending it back and didnt want a refund wanted to exchange for miracle band. Before i sent it back i was advised to send a picture of item with tags still attached which i did and was advised return will be accepted due to picture i sent . I then sent an email asking whats going on with return when i was advised that someone looked at it and said i couldnt return it . I asked why since it still had tags on it and was returned immediately next day . the person said sorry i said this is horrible customer service and you want me to keep something thats too big and im not happy with so i lose my money ? I advised this is a horrible first experience and that they need to make this right . the person via email wrote back I have escalated to a manager who will get back to you no later then 6/17 . well i never received any contact from a manager I wrote back via email advising of this and that there company was terrible and cant do this to people . I never received any contact back and was ignored .Plus I was told I would be responsible for additional shipping fees back to warehouse . I left all tags on with original packaging no way I shouldve been declined for an item I just tried on and return back next day . I work hard everyday and dont have almost $90.00 to lose and I advised the person I just recently had surgery a well .

  Business response

  06/24/2024

  We are sorry to hear that you were unable to properly fit your band. It is listed on our return policy that we accept returns for store credit, but it is a requirement that the item is sent back in new condition. The policy does also state that the customer is responsible for all shipping fees to and from the warehouse. In terms of the denial of your return, it seems that the item was denied due to white marks. I have uploaded some images from the warehouse. We would not be able to accept an item in this condition and so the band was returned to you. I apologize if this information was not properly relayed to you and will address why you were not able to get a timely response. **************** is important to our brand and it disheartens me to know that you were not able to receive the timely response you deserve. If you have additional concerns please feel free to reach out I will be sure your concern is addressed. 

  Customer response

  06/24/2024

  I have received email from the business that I have a credit on the their site now due to issue . Thank You!

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The purchase was made on March 1st 2024. I paid 80 dollars for a waist trainer that I had initially told them I was okay with exchanging for a different size. The order was delivered to me on March 5th 2024. I took it up to *** that same day it arrived and spent 17 to mail it back to the address that the business provided. I reached out to them at different times from the dates of March 1st up until March 18th about them refunding me for the money I spent after it became very obvious exchange wasn't an option. I was told and I have the screenshots uploaded of the conversation above. They accidentally shipped my order I returned to them with my own personal money to *****. Of course by that point I just stopped communication because it was obvious they were giving me the run around. I took the order the same day I got it up to *** and shipped it to the address they provided. The order getting lost or sent elsewhere has nothing to do with me I did all I possibly could to send it back. I provided every receipt and screenshot they asked for yet my money still wasn't refunded. I'd like the 80 dollars I spent refunded in addition to the 17 I spent to mail it back via ***. So 97 total.

  Business response

  03/29/2024

  Thank you for shopping with What Waist. We hate to hear that you had to return your item. I am not sure if the tracking number you provided was mixed with another package you sent off or there was an issue on the carrier's side but the tracking did say it was delivered to another location. After looking at your return today it does look like it did arrive and was processed on March 20th. Since the label from the return portal was not utilized and you used your own label we could only go off of what tracking information you provided until the return was received and processed by our warehouse. You should have received the store credit to your email. I have also had it resent, but be sure to check your spam or junk folder as well just in case. Please let us know if you have any issues accessing your credit by contacting us at *********************************

  Customer response

  03/29/2024

   
  Complaint: 21493589
  
  I am rejecting this response because: The amount they're attempting to give me store credit for isn't for the amount I paid. I paid 97 total including the 17 I spent of my personal money to mail the garment back to them the exact date it was delivered. I sent it back via *** just to hear from them that they sent the package to *****. I have no interest in store credit because I have no desire to do business with this company. At this point, all they can do for me is refund me what I paid.
  
  Sincerely,
  
  ***************************

  Business response

  04/01/2024

  Unfortunately, updates from the carrier are out of our control and it is harder for us to track items when the provided labels are not utilized. We apologize for the mix up but the tracking information you provided did not show the item at the warehouse. As I mentioned before, we were in fact able to receive your package and it was processed within the 4-7 business days that we request for processing after a return is received. There is a restocking and label fee for returned items which was deducted from your credit. This fee is agreed upon in our terms and conditions at check out which also states that customers are responsible for all shipping fees. It is also agreed upon in our return platform prior to return a submission. As our policy does not offer refunds we would not be able to ***** one in this case, but since you did in fact utilize your own label I can issue a new store credit for the full amount of the item returned as well as an additional $5 for the mix up. I do hope that you will give us another chance and deeply apologize for any confusion this may have caused. 

  Customer response

  04/01/2024

   
  Complaint: 21493589
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I ordered an item and returned it the same day to a ********** address that's on the return process. I've attached my shipping receipt that shows the tracking number, and I attached a print screen that shows Mt return was delivered at the back door 3/12/2024. The vendor refuse to confirm if my item is there or the status of my refund. The vendor never respond to your emails communication is horrible, I can forward you the many emails. I paid the shipping out of pocket the receipt is attached. The vendor sent me a shipping labor after I paid the shipping out of pocket. On their website they express they will deduct a handling fee. This should not be deducted because I paid out of pocket for shipping. I'm requesting my full $129 refund.They website state they will respond in 24 hours and they dont I've provided proof to the vendor that my item shows delivered. This is unacceptable and I want my refund. I followed the return process . The item was returned the same day I received it.

  Business response

  03/19/2024

  Thank you for shopping with What Waist. We are sorry to hear about your experience. After reading through your emails I see that you stated that the return portal was not utilized and the package was sent directly to the warehouse with a delivery date of the 14th. Our policy does state that returns can take an average of 4-7 business days to be processed and that time has not yet lapsed. In addition to this, if the proper steps were not taken to return the product (ie utilizing the return portal so the package can be identified) the return can take longer to process which is also listed in the policy. This is due to the warehouse needing to take additional time to locate what order the return pertains to. Please allow us the designated time frame to process your return. Additionally, I will send a note to our warehouse about your return so that this may help them in identifying what order that return belongs to. 

  Customer response

  03/19/2024

   
  Complaint: 21430977
  
  I am rejecting this response because: the seller has already confirmed receipt of my return on 3/12/2024. I'm requesting a refund for the item returned.  This has been going on since 3/8/2024.
  
  Sincerely,
  
  ***************************

  Business response

  03/21/2024

  Although the item was delivered early on the 12th of March the return policy does state that the return process can take 4-7 business days for the return to be processed. The requested return processing time would have ended today which is 7 business days from the 12th. After your last message, I notified the warehouse that the tracking number you provided was associated with your return. Since then your return has been processed and was completed yesterday. We do apologize the your processing time was on the higher end of the scale but as listed on our policy fully following the return steps could cause delay due to the warehouse being unable identify the order the package belongs to. You should have already received a notification and your store credit via email. If you have not recieved this please contact our customer service team as they would be happy to resend.

  Customer response

  03/21/2024

   
  Complaint: 21430977
  
  I am rejecting this response because:

   

  this is unacceptable i never received an email about the store credit. I dont have any updates or notices. This is the unorigization and dishonesty ive experience from this company.  Im afraid im never gonna get this refund/store credit resolved. I know this company knows i dont have this supposed email about the credit. Please verify,  check your records and resend. I need my refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a double band waist trainer from this company. This is actually my 2nd purchase with them because I enjoyed my first waist band over a year ago. I have lost weight. So I needed a smaller size. So I thought. However it was too small due to having the double bands I guess so I was not able to even try it on. I immediately reached out to them to ask them could they exchange it they sent me a return label. I got sick and wasnt able to go right a way but soon got someone to take me. I soon got a new package from them. Here I am thinking that it is the right size and its the same one I had. Imagine my surprise when they said that I had worn it . My question is how ? The thing didnt even fit around my whole body so where did I wear it on my wrist ?! Like come on. So I let them know my confusion and they said that the return people saw marks on it . I said well the marks had to have been from the manufacture because I literally pulled it out the packaging saw it didnt fit placed it right back in the packaging because what else am I going to do with it. So I then went back and forth via email with an employee who claims to have asked the manager if it could be done and claimed the manager still said no in which Im not 100% sure any of that exchange even happened just because of how they are lying saying I have marks on something in which I dont. Ive tried being patient with them but being on disability and losing 120 bucks is not even funny especially when its totally insane as to why. I pride myself on understanding customer service because I worked in that field for a minute and I know the customer is not always right but in this case Im 100% right and just want the right size. Not my money back . Thats it!

  Business response

  03/19/2024

  After reviewing you case and previous submissions with images of the band there does appear to be discoloration and white marks present on the product. The presence of these signs of use would likely have been why the warehouse team decided to deny the item. We understand that it would be ideal to return the item for another size but we would not be able to accept returns that arrive with signs of use. We do inspect items before they are sent out and ask that if there is ever an issue with your order that you reach out to our customer service team. I would love to have a manager speak to you about your experience and see what condition your received the band in and what we can do to resolve this issue. I will have a manager follow up with you shortly. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a full body sauna suit from What Waist in January of **** in a 2xl. Now Im 4 month postpartum so I am unsure what size I am now until I heal a bit more. I got the item in the mail and once I opened it I knew it didnt fit. I held it up to one thigh and it didnt even cover part of it. So I immediately folded back up and placed it back in the bag. I have two small children so I didnt want them to touch it. I did the return process and took a picture of the item and sent it to the company and they approved the return label. I PAIID separately for express shipping. It was received by the company on 1/22 I believe and they acted like they couldnt even find it. Who knows what they did to it when it was received but for a few days I sent emails asking them to find the package. Once the found it they denied the return for moisture and odor! But before that they said it was worn. These people are Liars! This items was never worn ever because I cant even fit it. I have the items review before I even mailed it back and there was no stains or smells. It still smells like rubber which is the same smell it had when I got it. *** sent countless pictures showing the item looks the same as it did when I ordered it. They refuse to give me a valid reason to not take my return. I dont keep a dirty home and the item stayed in the shipping bag the entire time. I WANT MY MONEY BACK! Ill never buy from this company again. They dont have a number to speak to a live person and the emails are slow. Whoever is doing the review for returns is extremely extremely faulty and lack common sense.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date ordered: 11/5/2023 Amount: $89.77 Order # : ****** Tracking #: 1Z003W180351062194 I contacted seller in regards to an exchange they denied it saying it was worn when it most certainly was NOT I couldnt even fit the waist garment. I started a return right away and during the process it asks to send pictures I did that tags and everything still attached as I couldnt fit the item then gets denied . I did a charge back which I never ever do this was my first and it got denied for some odd reason . The thing about it as well I sent my garment back that got denied but where is it since it got denied ? It should have got sent back to me and truly I didn't think about it as I did a charge back and I cannot fit the item but now its denied so I refuse to be out of the garment and the money that I paid . I want is either my money back or my garment back. This has been an absolute nightmare Ive never ever encountered this !! To think I supported this business when it was waist gang society years and years ago and loved watching her on love and hip hop.! This is absolute robbery!

  Business response

  01/31/2024

  I would like to start off by saying thank you for your patronage and that we hate to hear that you were unable to fit your purchase. I did follow up on this return and see that the return was already processed. The item was denied due to signs of use including staining. The item was returned back to you once the item was inspected with tracking number 92346903060085300011493246. Our team understands that it would be ideal to return the item but our policy does state that items must be returned in new condition or they will be refused. If you still have not received the item sent back please reach out to our customer service team as they would be happy to investigate the matter further.

  Customer response

  01/31/2024

  They have agreed to help me once the chargeback is resolved . Which they should have correspondence from the bank soon as I received mines already  and I will contact them in a week or so and hopefully from then I can get this resolved . . If not I would like to reopen the case if possible 

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i placed a order for a waist trainer on Sept 14 size LARGE. I thought I ordered a size LARGE but I got a XS instead. It was too small, So I returned it for a LARGE on October 2 which I did receive. The LARGE was too small as well, so I contacted the company stating I need a XL and they said no problem. Their size chart is so off and others have complained about that as well. So I promptly returned the LARGE on October 4 two days after receiving the large. Then I get the LARGE back in the mail with a label on it stating that ( REFUSED RETURN DUE TO STAINING/WEAR AND TEAR) That is not true because I did not wear or mishandle the product in anyway. It wouldn't fit me at all so I immediately returned it. The product they got back is in the same condition that it was sent to me. I tried several times to reach them stating that I don't want money back I just want the correct size but at this point I just want my money back and be done with this company. I also sent them pictures of the product that they claim was damaged. This company has very poor customer service.

  Business response

  02/08/2024

  Thank you for your patronage and for shopping with What Waist. After checking the circumstances of your return and orders, I do see that XS was submitted for the sizing on the first order. For the second order, the item was denied and returned due to staining. Our warehouse team does inspect each item before approving exchanges. As per our policy, we do reserve the right to refuse products if they are not returned in new condition which seemed to be the case in this matter. At this time, we do not have any images that were submitted on your behalf for this item. If you think that this judgement was made in error we would be happy to review any images you submit and have a supervisor further investigate. Please feel free to reach out to customer service with these images at *********************************

  Customer response

  02/09/2024

   
  Complaint: 20993106
  
  I am rejecting this response because: I already submitted photos and no one responded.  I never wore this product because it didnt fit me at all. I IMMEDIATELY returned it and then it was returned back to me with a claim of it being defective. I returned it in the same condition that I received it. I am not trying to get over on anyone. I just want a resolution to this issue.
  
  Sincerely,
  
  *************************

  Business response

  02/21/2024

  I understand your frustration with the situation, but after investigation we were unable to find any photo submissions which is why there was no response. As mentioned above, we do want to try our best to resolve the situation. if you could send the photos to ******************************** I would be happy to have our supervisor review them. 

• Initial Complaint

  12/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item during Black Friday which I was so excited to receive. I know sizing for waist trainers can be tricky so I thoroughly followed their guideline on sizing. I was contemplating on whether I should order from this company or another but I finally decided on what waist. Fast forward to a week or so after ordering, they emailed me saying that they needed my address which is unusual since I put my order in online. After my response, they indeed shipped it and it arrived. I tried on the item briefly and couldnt even zip it up, even after following the size chart. I reached out to the company to order a bigger size but they told me I cant exchange because when you buy during a sales event its final sale. Mind you, that policy was not stated clearly. I even looked at the return policy and didnt see that in it at the time. All the return policy CLEARLY said was exchange only. So now Im stuck with an item that doesnt fit all because their size chart is wrong. All I wanted was another size and every associate I spoke with just told me a flat out NO! I was recommending people to their site and everything but no longer will i continue to purchase from them after the terrible experience i had.

  Business response

  02/09/2024

  We regret to learn that your expectations were not met. Please note that our Returns & Exchange policy states that items purchased during special events are non-returnable and non-exchangeable, constituting final sale. This information was displayed on our webpage via a banner during the event period. Although the banner has been removed since the sale concluded, the policy remains accessible on our website. We apologize for any confusion caused and have duly noted your feedback to enhance clarity in our policies. Moving forward, we plan to improve transparency by indicating on product pages if an item is final sale, maintaining a permanent list of specific sale events classified as final sale, or extending visibility of such sales beyond their duration. Our aim is to ensure customers are fully informed about final sale items. Should you have any further inquiries or concerns, please don't hesitate to reach out to our customer service team at *********************************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a item from this company and when I try to initiate an exchange through their web portal online. It stated that the item was final sale. When I purchased this item, there were no indications that the item was final sale prior to purchase. I purchased this item on 11/24 When I try to initiate the return online. It stated that the item was final sale as of 11/23. I made several attempts to contact this company. They responded 5 days later, stating that items purchased on Thanksgiving, Black Friday and Cyber Monday are considered special events and are final sale. Even though those days are not listed on their website as final sale days. The item wasn't listed as final sale before or after I made the purchase. It was final sale once I wanted to exchange it. This is very misleading and falsified information. If the item was listed as final sale prior to checking out. I would have never made a purchase and risk losing $124.23.

  Business response

  02/09/2024

  Hello,

  We hate to hear that our company has not met your expectations. It is listed on our Returns & Exchange policy that items purchased during special events are not eligible for returns or exchanges and are final sale. This was also placed on a banner in our webpage. While the banner is no longer there as the sale is over the policy is still listed on the website. We apologize for any confusion this may have caused and will notate this complaint so in the future we can prevent confusion in our policy. This will be done by identifying on the product page if an item is final sale,  listing the specific sale events that are final sale on the website permanently, or listing the specific sales for a period of time after the sale, not just for the duration of the sale. We hope this will bring further attention to which items are final sale as we make all efforts to be as transparent as possible. If there are any further questions or concerns in this matter please contact customer service at ********************************************************.

  Customer response

  02/13/2024

   
  Complaint: 20980209
  
  I am rejecting this response because: Eventhough, I'm happy to know that moving forward you will provide more info for your customers regarding final sale items in the future, that does not help my current situation. I myself will not be purchasing anything from your website moving forward due to the lack of response and professionalism of this situation. Not to mention I am still stuck with an item that I cannot use and money that is lost and no one from your company Has yet to rectify that even though you admitted to the fact that there should be more notice to final sale items. So I'm very dissatisfied with your efforts
  
  Sincerely,
  
  **********************

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I saw what waist on instragram and ordered my first sauna suit on July 30th a size 5X, I ordered that size because it was 50 percent cheaper than the other suits and decided I would sew it to make it smaller. I have never worn ANYTHING over 3x, even weighing at my highest 336, I only wore a 3x. I am currently a size 1x and weigh in at 250. The size 5x was extremely small and I was not able to put it on. I contacted the company immediately on the app (SHOP) and requested a refund and I would purchase another. I was told there was no refund, so I then ordered up and got size 7x, again, I could not put it on and it didnt fit. I contact them again and was offered a credit but if 7x is the highest size that was offered at the time I ordered then I didnt have anything else I would order, as I explained to them. However, I did ask to return the items and by the time we went back and forth about the outifts I was then told my 30 days had expired to return, but was never given an address to return the items. I still have both outfits still in same condition with tags and I would like to still return them and get a full refund. I have since read reviews and wish I had read them ahead of time and see that others also have been ripped off with the incorrect ****** and also losing money. Please help both outfits were ***** a piece

  Business response

  02/09/2024

  Hello ******,

  I am disheartened to hear about your experience with our brand. After reviewing the messages in regards to your order and the request of a return, I do see where you expressed that there was an issue with processing the return and that you reported a request prior to the 30 days being lapsed. While the system will not accept a return past the 30 day time frame you made an effort to find a resolution prior to the ending of the time frame and ideally should have been accommodated. We have since offered more training to our agents and are confident that this error in judgement should not happen again. Although this occurred sometime ago, we will also bring this to the current agents as a coaching opportunity to ensure other customers do not experience this issue. I will have a member of our customer service team contact you directly to find a resolution to this issue. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩