Her UniverseReviews of heruniverse.com

I do like the clothes but overall customer support is not support at all. This company shipped the package to be delivered by OnTrac shipping company. My address is correct AND clearly marked on my mailbox. I get a message that the address is wrong and would need it corrected or would send package back in 3 days. I did contact OnTrac but also contacted support. It is MY problem even though I entered all the correct information. No help to get package to me. They did refund my shipping cost but still no help with recovery. I've had problems with this delivery company in the past with other retailer more than willing to help me recover my package. Not Her Universe. OnTrac shipping is very incompetent!

I placed an order with them. The website was a mess which caused me to make a mistake on the zip code (possibly on my end but who knows) My order ws then delivered to the wrong address. I reach out to customer service and it takes forever to get an answer. I keep having to repeat order details. Then finally I am told my concern will be submitted to “refund resolution” and they will give me a response on 24-48 hours. Less than 5 minutes later they send me an email stating that my claim is not valid. The whole thing was a strategy fo getting rid of me. Very rude. Like other reviews said. This is 2025 and there is no need to subject yourself to this treatment when there are so many better retailers.

Doesn't ship most items internationally. It has been years and most of their items won't ship internationally. I have asked and asked for them to expand their shipping and nothing. This is going back pre-covid so at least 6 years. It's so frustrating that the company doesn't even respond or update their shipping/licenses. My friends and I literally would have spent thousands online on items (of course depending on our experience with the products and shipping etc). It's sad that for a company that claims to be a"place for fangirls to step into the spotlight and be heard, recognized and rewarded", they exclude the majority of the world.

I was gifted some her universe cards that I had to reactivate the company was unhelpful initially and trying a few years later they said all order history data was cleared so they were unable to help me and I can’t use the cards. They were nice enough to give some rewards but they don’t equate the cost of the original cards. I feel hurt by this.

I was hesitant to order from Her Universe, given all the bad reviews here. So, I only ordered one item and was very pleasantly surprised! They were pants my daughter wanted, from Hot Topic. Considering the horrendous past experience I had with that website, I tried to find them elsewhere. I ordered them on this website, on a Saturday, after business hours. I received them 4 days later (counting Sunday)!

Ordered a dress that the sizing was too large (note: their size charts are often completely inaccurate). And the graphics on the dress were like a cheap iron on vinyl that may last thru one wash if lucky. So I try to return it. But for 5 days now I have been trying to return it on the website and get the message: “Unfortunately, we are unable to complete your return at this time. Please try again later or contact us for help.” So I try chatting with an online rep who says they will send me a return label. They never did and it’s been 4 days. I call up and they say that can’t do anything and the first guy hangs up on me. If you don’t want to handle customer service calls, DON’T work in customer service. I call back again and am told that they’re doing inventory and cannot take returns. They also cannot give me an ETA of when I can try to get the return label or return this dress that I will never wear.

UPDATE: thanks to outstanding Her Universe customer service agent Sachi going above-and-beyond, disaster has been averted! My experience communicating with Sachi was night-and-day different from everyone else I've interacted with during this situation, and has completely turned my experience around. Yes, I still got my order later than expected, which meant that I had to make-do with a size that didn't quite fit right as there was no buffer-time left to order a different size instead, but thanks to Sachi's efforts I *did* get it in time for the event I wanted it for, and they were so wonderfully kind and helpful I wish I had some way to contact their manager and recommend a raise or seven. (And the quality of the clothes remains as nice as I remember!) Thus, my advice now for anyone thinking about ordering from Her Universe is #1: talk to customer service *before* you place your order, and make absolutely certain that they will be sending your purchase through UPS or USPS, not OnTrac, and #2: if you run into a problem, keep trying until you talk to somebody helpful, because they really are lovely and will go to all feasible lengths to help you out...at least, if you get the right person on the other end of your chat-window! =====ORIGINAL REVIEW BELOW===== I have purchased from Her Universe in the past, and had no problems then. Their items were high quality, gorgeously designed, and arrived as expected. (Shipping was a little slower and more expensive than from comparable retailers, yes, but you knew that when you purchased.) Now, I can only recommend purchasing from them on a lark, for items that you think are cute but don't particularly care whether they ever arrive or not. This is because they use OnTrac (formerly Lasership) for their deliveries, which means whether or not you'll actually receive your packages is a risk about on par odds-wise with flying through an asteroid field. (3,720 to one, for those curious.) OnTrac is so notorious for not delivering, for lying about and stealing deliveries, and providing zero customer support for their issues that they actually had to re-brand a little while ago to escape the negative reputation accrued under their previous name. They haven't made any other changes, though, so if you buy anything from Her Universe, get ready to enjoy things like deliveries to different addresses than yours, packages that sit in limbo for weeks at a time, and "delivery attempted, access/gate code required" messages for houses without gates or access code panels, because the latter makes a great excuse for automatically padding-out estimated delivery dates. Add at least five business days ETA to every Her Universe item you purchase, minimum, to account for "re-processing" and "re-attempts" for all deliveries, and that's only if you get lucky enough to have the package actually delivered at all. Her Universe knowingly doing business with a company as shady and disreputable as OnTrac/Lasership is bad enough. The complete lack of concern from customer service when you contact that about delivery issues is what really puts it over the top, for me. You can't just contract an aspect of your business out to someone else and then wash your hands of the whole matter; you are still ultimately responsible, as you are the one choosing to contract with a notoriously disreputable partner. But ultimately it saves them some money so they can offer "free shipping at x-dollar amount" for less cost to them, and show much earlier delivery estimates than will ever actually happen, and then blame all (inevitable and known) issues on the delivery service while their customers are left hanging in the wind. Brushing-off issues with a "not our fault, that's the other guy, the one we hired" doesn't actually absolve you of anything, as you're still the one who hired them. But try telling Her Universe that. Their customer service doesn't even pay enough attention to your requests for assistance to realize that someone already sent you that exact form-response the first time, making such communications entirely useless. It's such a shame to see a company like Her Universe fall to the wayside like this. They used to be such a lovely company, with good intentions and products and service. Now? You might as well buy some cheap knock-off product for $3 from a shady online "retailer" that will disappear and re-brand under a different name every month when the IP-lawyers once again catch up with them. You'll be getting the same service and results for a lot less money and aggravation. I wonder if Her Universe has the same "not our fault, not our problem" attitude towards their products, and the use of sweatshops/forced-labor/etc to make them? Sadly, that seems pretty likely.

Just a terrible experience. Error after error on their website trying to buy ONE item. No reason for the errors. Assumed it was the billing being different than shipping addresses. Having a present delivered to a different address shouldn’t be a problem, it’s not for other companies. Called in to place the order and again same errors, multiple times. After so many tries, different cards, the item being sold and choosing a different item, it got cancelled. Again no reason because the item is in stock on the website. I give up trying to give them business. It’s unfortunate they sell such unique items. Customer service was nice and quick but you get no answers. Offered free shipping and 20% off for the troubles but I still can’t place the order so they’re useless.