Hanover Direct

Review: I believe Undergear.com is engaging in deceptive advertising and bait and switch practices for their products they sell on their website.

I have ordered twice from them in 2014 while they advertised a sale or promotion going on. Once on 3/2/14 under order #[redacted] and again on 5/16/14 under order #[redacted]. On both of these instances, there were multiple items ordered under said order numbers, but Undergear fails to consistently deliver item #UG # [redacted]_S_BLACK. When a customer goes on their website to select items to add to their shopping cart, there were no indications that the specific item was out of stock or back ordered. A customer proceeds ahead to checkout to pay for items in the shopping cart. An email confirmation gets sent out and that is when we are informed that the item is not available. This is purely bait and switch to get the customer to buy items that are of low flow inventory and holding back items that are high flow inventory.

I called Undergear on 5/16 and spoke with a supervisor ([redacted]?) regarding this matter and she informed me that they do not bill out the items until it has been shipped. I explained to her that this does not resolve the fact that they are deceiving customers into buying other items and only shipping items that are in low demand. She mentioned that the item is discontinued which I do not believe since it has been on their website since 3/2/2014 and obviously if it was discontinued, why was it brought back on 5/16/2015.Desired Settlement: I would like them to honor the shipment of the item I ordered twice now for the sale price of $59. This was a major inconvenience and I will never shop on their site again.

Business

Response:

We are writing in reference to the complaint UnderGear received on behalf of Mr. [redacted]. We appreciate the Revdex.com bringing Mr. [redacted] concerns to our attention and apologize for not responding sooner. Unfortunately, I had not received your initial letter sent earlier in May. Please see a copy of the email that was sent to Mr. [redacted] this afternoon.

We hope that you find this information satisfactory and thank you for bringing this matter to our attention. Should you or Mr. [redacted] have any further questions or concerns, please feel free to contact me directly at the email address, or phone number, provided below.

Sincerely,

Office of the President

UnderGear/The Company Store

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: The company continues to send the catalog addressed to the previous tenant, despite the fact that I've requested multiple times by phone and on the web site over the past year for them to stop. The catalogs are advertising mens' underwear, and contain naked and near-naked photos meant for a different audience. We have kids who have inadvertently been exposed to this content when they've picked up the mail. The customer service agents seem to think this is funny. I find it offensive. It's not too much to ask to just be taken off their mailing list. Now.Desired Settlement: I want our address to be taken off the mailing list immediately. (I understand it takes time, but I've been requesting this for almost a year now)

Consumer

Response:

Hello, regarding the message below: no I have

not heard from the company and I am not satisfied with their efforts to

resolve this matter. We actually received another catalog from them

yesterday. I realize they wouldn't have my name in their customer data,

but they do have the address and it should be a simple and easy thing

to just remove us from their mailing list. This is just silly.

Thank you,

Business

Response:

I

am writing in reference to the complaint that Undergear received on

behalf of [redacted]. Please accept my apologies for not

responding sooner, however, I had

not received the initial complaint that was mailed in September. We

appreciate the Revdex.com bringing [redacted] concerns to

our attention. Please see the email, below, that was sent to [redacted]

on October 16, 2013.

We

hope that you find this information satisfactory and thank you for

bringing this matter to our attention. Should you, or [redacted], have

any further questions or concerns, please feel free to contact me

directly at the email address, or phone number, provided below.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. The communication I received from the company was very respectful, apologetic and sincere. My concerns were taken seriously and were addressed immediately. Thank you.

Regards,

Review: I have changed my mailing address in March of 2013. At this time, I called Undergear and let them know I no longer wished to receive any catalogs from them. They said it would take a few weeks to a month until the mailings would stop. It is now October,2013 and I am still receiving catalogs from them which I do not want. These catalogs are actually quite lewd with men in see-through underwear. I am in a home with 2 girls and I find it offensive that they may see these catalogs. I simply don't want to receive catalogs anymore and want this company to honor that!Desired Settlement: I simply don't want to receive catalogs anymore and want this company to honor that!

Business

Response:

Thank

you for contacting us, regarding your experience with Undergear. We

greatly appreciate your feedback and apologize for the way in which your

requests have been handled. Please

be assured your situation certainly did not adhere to the type of

service for which Undergear is known. We take your concerns very

seriously as customer satisfaction is our first priority.

From

your recent complaint to the Revdex.com, I understand that

you had contacted several times to have your name and address removed

from our catalog mailing list. I also

understand that, even after multiple requests, you continue to receive

our catalogs. I sincerely apologize for the frustration and

inconvenience we have caused you. Our records indicate that your account

had been incorrectly flagged, which caused you to receive

additional mailings from us. Please be assured that we have corrected

this issue and that your information will never be rented or sold. I

have also contacted our third party processor to remove you from any

current and future catalog mailing campaigns.

Because our catalogs are printed in advance, however, it is possible

that you may receive one or two additional catalogs. Please know that

we will do everything we can to try and prevent this from happening.

Thank

you for bringing your concerns to our attention. Feedback from valued

customers like you allows us the opportunity to achieve our goal of

becoming the standard of excellence in

the catalog mail order industry. We deeply value your relationship

with Undergear and are committed to providing you with the highest level

of service, simply because our customers deserve the very best. We

hope that this will bring satisfactory closure

to your concerns. Please do not hesitate to contact me directly if I

can be of any further assistance.

Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Feb. 2013: ordered by catalog a set of 3 items for $294.95. (check # [redacted] processed by my bank on 3-25-2013).Mar. 27, April 8: calls to customer service regarding non delivery of items. Assured that items will be delivered by April 12, 2013.Apr. 10: receive 2 of the 3 items in set.Apr. 15: call to customer service, transferred, disconnected.Apr. 17: call to customer service -- informed that one item no longer available. Requested directions for returning the 2 items received for a full refund plus my shipping costs.Apr. 19: mail 2 items per directions. Request refund.June10: call to customer service requesting refund by June 17. June 10: call from The Company Store representative [redacted]. Check for purchase price of $294.95 plus $7.50 shipping costs will be mailed to me. June 27: have not received check.Desired Settlement: Refund $302.45.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Consumer

Response:

Today (7-1-13) I received in the mail a check for $302.45

from Hanover Company Store, LLC in Weehawken, NJ. The check is dated

6/10/13. It arrived in an envelope processed by the [redacted] on

6-28-13.