Her UniverseReviews of heruniverse.com

I ordered two items and returned them because they were too big. It has been a hassle to get a refund from this company. They keep telling me a refund is being processed, but then they won't send proof and keep extending the timeframe. It's been now almost 3 weeks and I still don't have my money back. The email from them says the refund was generated but when I called customer service, they keep telling me that they have to put it in manually. Stay away from this company unless you are positive that you will keep the merchandise.

I ordered jeans from there and not a single pair actually looked like the model photo. The leg sizes at the bottom were MASSIVE. I am the same height or an inch taller than all the 5'8" models they tend to use. And frankly, fatter. There is no reason they should appear so much bigger on me. The return process stinks. It says 1-2 weeks from date of shipping return, and then 5-7 days for refund depending on your bank for Hot Topic and Her Universe. What they actually mean is, we will take this full 3 weeks before we process your refund. To the day. I just contacted Her Universe yesterday because I hadn't gotten a refund processed email after over 2 weeks and they said there is nothing they can do til after 3 weeks. Their 1-2 week processing time is a farce. Meanwhile, today I JUST got the email after a literal 3 weeks about a Hot Topic order that they processed the refund for. No other company that I have worked with has such a bad return processing time except Bass Pro. Would not recommend ordering online from Hot Topic or Her Universe. At least if you don't pay with Paypal (oops) at Hot Topic, you can return in store.

My package was delivered to the wrong address. Her Universe won't take any responsibility and keep giving inconsistent customer service information, delaying any action with layers of bureaucracy. Their expectation is for me to contact their courier service and fix it myself. Avoid this company, it appears to be a scam.

I have been ordering from this company for 15+ years. I have always loved everything. Since they were purchased by Hot Topic, my purchasing tapered as 70% of the items were listed as no return/no exchange. While everything from here always fit, I hate taking that risk so I often backed out of my purchases when that language appeared next to an item. Well, last week I decided to buy a dress from them. It didn't have the no exhange/no return language on it. The reviews said sizing ran large, so I ordered my usual size, figuring if it was a bit loose, I was ok with it. At checkout, it asked me if I wanted to apply their 16th anniversary promo code and save. I said yes. I missed the fine print that appeared AFTER I accepted the offered discount. It took an item that was eligible for exchanges and made it ineligible. If I had noticed that, I would have backed out. Well, the product arrived and it was easily a size too small. Really small. I'm not sure a size up would have fit. I tried to exchange the dress. The online form asked for my order number. When I entered it, it kept telling me the order didn't exist. I reached out to customer service and they told me to clear my cookies and cache, as if that would help. When I finally got a human, they told me the order was not eligable for exchange because I accepted their promotion code. I explained I just wanted to exchange and fully expected to pay the shipping for the return and the new item. They kept repeating, "Our policy clearly states no exchanges or returns". Maybe, but it was in a gotcha moment. It seems like a slimy tactic to get out of having anything eligible for returns, as EVERYTHING is eligible for a discount. All the time. In fact, before this, I was on their text and email promotions. I got a text telling me it was my "last chance" to get this promotion. It is still on their website. I asked them if they felt losing a 15-year-long loyal customer who has spent thousands and would probably continue to spend thousands with them over a silly dress and a 40% off promotion. They said, "It is our policy not to allow returns or exchanges on items that use a promotional code." I said, "Then, yes." They reiterated that no exchange was stated at the bottom of the original order and asked if there was anything else they could do for me. I said no, I was finished with them. They didn't respond, they just closed the chat window.

Don’t order from here unless you want your items to get lost in shipping then the item is sold out. I ordered my sister a bag off of this site that she was in love with. I couldn’t wait to surprise her with it and after 3 weeks of the package being in the same place I finally called. They could not locate my order and they were sold out of the product. Did they refund my money? Yes. However, after waiting and depending on this company the bag was sold out everywhere. (Christmas time) so shop at your own risk, but I don’t recommend it.

They claim you get free shipping on orders over $75 and after putting enough in my cart I realised this offer is ONLY for US customers once I reached the checkout and was about to pay when a huge shipping fee was added, there is NOTHING as of writing on their website to indicate otherwise. I did end up buying the items but I will not be shopping here again until shipping for customers outside the US is made fairer.

Pre-ordered a sweatshirt in October. Received it 12/12. Too large. Went to initiate a return and it says I'm past the window. They go by the order date the response I received said. How is that possible when I received the item well after the return window? Never again!

The same issue as so many others. OnTrac delivered our package who knows where, even though all the shipping info is correct. Then they say it's not their fault, too bad, take it up with the seller. Her Universe says it's not our fault, take it up with the shipper. So we're out $200 because OnTrac is clearly incompetent, and so is Her Universe for continuing to use them.