Roxy Reviews

Spent about 12 hours of my time talking with customer service. One lady was very rude and even hung up on me. Nobody is on the same page. I looked forward to getting a dress that I had my eye on for months to 3 weeks later find out it was out of stock. This was my first experience shopping with Roxy and I do not think I will be back.

I regularly order from Roxy and like their products. However if you have to return any items you can wait ages for a refund and when you finally get one it is the incorrect amount. I am in dispute with them over a sweatshirt I returned. It has taken 6 or 7 emails to them and several automated responses to get a refund which was incorrect. They are now not replying at all and therefore I will never use this company again. They fail to realise that customers may re-order or exchange items if they received refunds promptly but this return statement of 30 days, 10 days to process on receipt and the 3 working days for the bank is a nonsense and let's them down badly. I asked for an item to be sent as a good will gesture using my unreturned refund and they have not replied. Also its as if they haven't a clue what you have returned but you start a return on an order and yet when you query the return they want the information again and then refund you for something they have already refunded you for. However in my case underpaid me but equally, if you do get paid you may be overpaid

Tried to order some luggage 4 days ago. My oder wouldnt complete however Roxy took payment from me three times. I have emailed them 3 times since to try and solve the problem as it was alot of money they taken and ive yet to hear from anyone from their team. Outraged by their service and feel like this money has been stolen from me.

... no answer from the phone all of the emails bounce back as undeliverable. Not sure they are still trading.
I returned a product and have never been refunded even though I know they have received it... there is no way of contacting them!

I bought snow pants from Roxy and I wore them for the very first time when I went skiing. I had one minor fall on the ski hill and the entire butt area and ankles are super discolored and thinned out to the point of almost ripping. $180 pants should be durable enough to make it through several falls since these are technically sport snow pants. I reached out to customer service and they were rude and so unhelpful. They said the best they can do is give me 35% off my next purchase since it's not a "manufacturer defect". There are a lot of other really good brands that sell similar pants for around the same price. Overall I would not purchase from Roxy again based on the quality for the price of these snow pants as well as the poor customer service.

I ordered $500 of ski gear (which in my opinion is a lot). I had ordered for Black Friday and decided I needed to get black instead of white due to fears of it getting dirty. The first told me they would not honor the price I had received and the do not do an exchange. FIRST problem I had with them. I then decided okay I will just return the items since I did not want to pay nearly $700 in apparel. I created the label 12/4 and returned the package to the shipping carrier 12/5. On 12/6 I was notified the package was picked up from the shipping agent and "in transit" and on it way to Roxy. There is absolutely NO tracking detail, just in transit. I called them 3 weeks later (given it was the holidays I understood the delay). They told me they had no details, maybe it was at the warehouse but they were backed up. They told me to call when I got to the 4 week mark as their returns 2-4 weeks (this was NEVER information provided to me when speaking to customer service about the return label). I called 12/31 as they instructed me to. They then told me the 4 week mark was tomorrow (1/1) however they will be closed, call 1/4 and they will manually issue my refund. I called 1/4 and they told me they still have not received the package and they will have to investigate. It's now been A MONTH since I sent back a package to them. I have little to no information on WHERE this package is. They were absolutely no help and told me there was no manager on site for me to speak to. I was told they were going to investigate and expedite my return. They told me to expect an email in a few hours - I never received anything. I will be contacting customer service for now the 5th time.

I will never order from this company. Their staff is beyond unhelpful and this is a ridiculous chase to get my money back.

Used to LOVE LOVE Roxy.
Now they make tiny wetsuits and label them something else. My size "10T" barely fit my tiny friend who wears a size 4! I have pics (See below - she is 5'5"). RIDICULOUS.
Also happened to my friend who normally fits their size 16 and she couldn't put her leg in her new suit.
They don't accept emails apparently as their site goes around and around when you try to ask about problems. And in the past I have only gotten a very canned response that didn't even address the issue I asked about.
AVOID ROXY AND TELL YOUR FRIENDS TO AVOID ROXY. UGH..

Ordering from Roxy - think haunted house. I ordered a wetsuit from Roxy back in June and it has never been delivered. I made the purchase via Borderfree, Inc. (directly through the official Roxy website) and the amount of money I paid on top of the actual item price is considerable. Their customer service is truly appalling - they have simply never replied to any of my emails! I have also contacted them on social media with no reply.
Never ever I am buying anything from Roxy again.

Worst experience, don't buy through their website. I have placed an order through the website. I ordered the wrong item so I tried cancelling it immediately. Unfortunately their customer service said that it was not possible to cancel. The package arrived after one month of waiting and I had to return it. Had to write again to their customer service to ask for the waiving of the return fee as I have already paid the shipment for something that I wanted cancelled. They agreed to give me a free return. I received a refund confirmation after 2-3 weeks, they refunded 22 $ from instead of $35. Thiefs!

I placed two orders last week - 8 days ago. They cannot find them, track them, or even cancel the order. They told me I have to wait until it is delivered - whenever that is since they can't find it - but now I have my credit card charges and $1500 of my credit won't be released until who knows when. They are awful! Now to call the credit card and dispute the charge since I needed the wetsuit for tomorrow and need the open credit to buy it. Oh, and I paid for expedited shipping.

STAY AWAY FEOM ROXY!

I understand we're in the midst of a pandemic and that things are going to take longer than normal, this company is doing an absolutely terrible job of handling matters. I would give 0 stars if i could. I waited over THREE WEEKS for an item to come in and once it finally did, it was the wrong item. How do you take 3 whole weeks to give a customer the wrong item. Then when i went to exchange it for the correct item i've had to go back and forth with customer service for over a week to get everything figured out. The original item i ordered was sold out so i had to get a complete refund instead which was okay until i found out it would take SIX WEEKS to get my money back. This is absolutely outrageous and i will not be ordering from them again and would recommend you not to.

I have tried for over a week to purchase everything in my cart at Roxy... and each time the order would say approved and then a day later cancelled.

I called my bank - they notify nothing is wrong with my card or funds at all. But that there was strange activity from ROXY.

I emailed customer service a couple times... they write back without even providing a solution and they just said we apologize for the inconvenience.

I CALL customer service and do not get through until 3 times of attempting to reach someone...
The guy on the phone seems clueless as to how to help me and couldn't fix this issue he said nor did he know what to do or what has been going wrong. He mentioned Covid 19 being an issue for their processing and ups carriers. But no solution for my order at all. He suggested making a small order instead.

So I tried that... and I changed my payment method to my credit card - again, plenty of funds - and again they said an hour later after acceptance, it said YOUR ORDER HAS BEEN CANCELLED sorry for the inconvenience. BUT THEY STILL TOOK MY FUNDS OUT! What is going ON ROXY?!? This is so strange for such a huge company to be having these issues with zero customer service to help paying clients