I, like many women in today’s society, am unhappy with my bra. No matter how much I look around and how much I research, I always end up with a bra that doesn’t fit well or doesn’t feel right. When I saw that ThirdLove offered a “Try Before You Buy” campaign as well as a great new way to get sized for bras and a 1/2 size gimmick, I got excited.
After a couple of weeks of looking at the reviews and debating, I pulled the trigger and order a T-shirt bra that was supposed to be unbelievably comfortable and fit juuuuuuust right. Within two days of placing the order the bra arrived in a cute little box with a cute little sticker and a tag that provided tips on wearing bras. I was overjoyed.
I wore it twice.
While the straps are nice and cups feel so welcoming, the wire between the cups at the front of the bra rubs my sternum and hurts my chest. Disappointed I took it off and began the process of returning it.
First, I went through the online portal and found that my order wasn’t showing up so I sent an email. My order came up as a standard order which would require the tags to be attached and the bra unworn for return. What? I told the customer service rep that and she responded with a totally cookie cutter answer that the bra must be unworn and my order was a standard one. I replied and reiterated that somehow my order had been messed up and I had actually ordered with try before you buy. I received the same response as before, almost like I was talking to a robot. I tried a third time with some more stern words than I’d used before and yet again received a similar response.
Fed up, I turned to the instant chat system that they had advertised. I saw that it said someone was available to talk now so I clicked and was led to the email response page. The instant chat doesn’t exist. Next I turned to calling. There are two voice messages that I received alternately. The first says they’re out of the office or busy and to try later. Knowing that it was 2 pm on a Monday I opted to try a few minutes later. I received the same message. I tried a few more times over the next half hour and got the same machine until finally I got a different answer. This machine said someone would be ready to take my call in a moment and I was put on hold. The subsequent encounters with this messaging system all resulted 3 to 5 minute hold period that would inevitably end with the same message that they were out of the office. The machine would then hang up on me.
Seething, I got home and turned to Facebook where the page says they usually respond immediately. I sent a message and the immediate response was an automated option to go shop the website. Uh, no?
I read the reviews and all were very good with the exception of one that was three stars. I googled reviews of the company and nothing comes up. How is a company with terrible customer service not reviewed at all?
I resorted to posting a comment on the page only to receive a message that the people who ran the page would review my comment. That’s when it fell into place. There is no apparent customer service. There is no “Try Before You Buy” that seems to hold any water. It is only a scam that pulls women in with their incredibly enticing gimmicks and then doesn’t respond after purchase. So you may not pay for the bra initially but after 30 days when your grace period expires they charge you and I’m guessing there is nothing you can do about it.
Don’t let the lack of reviews propel you forward. There are no bad reviews because they are censoring the material that makes it through to the masses. The whole premise of the company is misleading and the customer service is horrible (if it exists at all).
DO NOT ORDER FROM THIRDLOVE UNLESS YOU’RE OKAY WITH THROWING AWAY $73.
Update: After significant effort I finally got them to issue me a refund label. I mailed the bra back but didn’t hear anything so I sent an email asking for a status update. I was then told that the bra they received was stained so they couldn’t restock it and wouldn’t issue me a refund but they would give me store credit. ABSOLUTELY NOT. First, I didn’t wear the damn thing long enough to stain it. Second, it was basically in mint condition when I returned it. Third, “Try Before You Buy” includes washing and wearing it for 30 days. You honestly are saying you won’t refund the price if the bra shows wear? Talk about shady fine print. I repeat my above statement. Do not order from Thirdlove.