Nicky W.
Once Great, Now Wretched (update: it got better!)
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.