Overview
HisRoom has a rating of 4 stars from 931 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with HisRoom most frequently mention customer service, high quality and fast delivery. HisRoom ranks 3rd among Underwear sites.
Instant Feedback
I ordered and paid for two items on 11/15/2024 and through an understandable error, one of the items received was not the item ordered. I emailed the company about the error and they responded with a list of steps, including photos that needed to be accomplished before it would be advanced 'to management' for consideration. Now five emails later and two weeks later, they have refused to provide the simplest solution: send me the original item ordered and provide a prepaid return method for the item sent in error. Instead they are asking for more photos including actually opening the manufacturer's sealed packaging, which clearly shows the erroneous item number on the outside, to take a picture of the contents. Obviously that would make the item unsaleable which is an absurd request. To the company's credit, they stock hard to find European sleepwear but customer service needs further training.
Shipping costs amounted to 25% of item cost and took nearly a week to arrive. It's better to just order directly from the brand website costwise and the brand ships faster as well.
Also hisroom only tells you if an item is on backorder *after* purchase, which is a bit deceitful as well.
UPDATE: hisroom.com emailed a reply to my review and asked me to change the review, which is rather shady.
Hello John - You placed a small order with us that did not reach our free shipping threshold of $60+. We shipped your order the same day you placed it. Our records show it arrive to you 4 business days later. Your pre-order status was displayed to you 4 times BEFORe your final check out. We are sorry you did not see the many notices. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
One of the items from my order was unavailable, but I have never been refunded because I used a Klarna one time card to make the purchase, and so I guess there is no place to send the money back to? So my 16$ is just floating in the ethers.
In the bank account someplace at HisRoom that is. I really wish they would contact me about sending me a gift card or something… I would select another item. I liked my items. Nobody at customer service seems to understand the nature of the issue when k describe it to them. I had one person tell me the were working on a solution, and then crickets after that. So here I am.
Hello Tim - We are sorry for your experience. Your free gift card provided by Klarna does not allow for refunds because it was one of their promotion gift cards they were giving out to encourage new customers. We are sorry it wasn't better explained.
Kind Regards,
Wilma
Customer Service Manager
I was excited to get my order but instead, I still haven't received the rest of my order, so what is going on still short two pairs of underwear got the blue pair,so where is the rest of my order,two pairs white.
I received a defective item, and I was told my money would be refunded. After 6 weeks, and with a HisRoom employee telling me they sent the refund weeks ago, I still have not received it.
Hello Mike - We are very disappointed to receive this review given the time an effort we have spent to prove to you that your $20.80 was refunded to your AMEX card over a month ago. We have sent you every piece of documentation AMEX provides us proving you have been refunded.
Kind Regards,
Wilma
Customer Service Manager
What we ordered was not available and it took months for them to get in stock and fulfill our order.
Not sure what the problem was but probably will not order from them again. Was given multiple opportunities to cancel order but decided to wait it out.
Have not received my order. Never received an email saying it was shipped. Order # *******
The tracking info says it was delivered but we did not receive it. Please help!
Hello Nancy - We have sent you an email stating that your order shipped out the same day, an email was sent with tracking and that your package arrived 3 weeks ago. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
I order 2 pairs of Cotton jersey shoets the first week of September for my husband birthday... I only received one pair last week and the second one was supposed to arrived yesterday but it didn't.
VERY DISAPPOINTED
Hello Cristina - When placing your order, we showed having one in stock and one shipping the week of 10-12-24. You checked our box confirming you understood this. The shipping date has not changed adn the expected ship date is still accurate. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
As Always very pleasant experience with his room. Plus excellent quality product
Ordered several packages of the Puma brand. Not a big selection of color combinations that i personally liked. Order arrived on time. Items all fit as expected.
Took over a month to arrive, had extensive email correspondence with customer support to change size from S to M, which they confirmed was done. When the items finallh arrived, they were size S. I requested to send them back for the correct size and have not heard back from them. I will dispute the charge if it shows up before the correct size arrives.
My boyfriend loves these shorts! I ordered 5 pairs for him for Christmas. His last pairs lasted years! Definitely worth the money
They would not respond to my messages for a simple return request. Bad customer service
Hello Julia - Your sale item was received 3 months ago. We have a posted 30 day return policy. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
I got the product I wanted but it took about two months to come which seems like a lot in this day and age. I'll order again but I'll make sure I order with plenty of time to spare.
Hello Dafydd - Our records show that your pre-ordered items arrived in 5 weeks to you. We are glad you received them.
Kind Regards,
Wilma
Customer Service Manager
Made a mid summer order last July and a couple of the pieces I bought were on back order. While it took an additional 3 weeks to receive the goods, the "His Room" sales team kept me well informed on the nature of the order and communicated shipping updates promptly. I never once worried about my order being memory holed.
Thanks "His Room" customer service and sales department - I'm a repeat customer and you'll likely hear from me again next summer.
Regards,
Michael in the California hinterlands
My order was partially delivered and the other items were out of stock. The delay has been extended and i would not purchase here again. Also you have send this feedback survey 12 times consecutively to my mailbox.
Hello Willem - Prior to placing your order, you were told that 2 of your items were on pre-order with a date. The date we provided is still accurate. We have also sent you emails reminding you of the expected ship date. The good news is that your purchase was during a sale period. We will be sending you these items in the next week. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
Recently ordered some items from this company which seemed unavailable from other lesser sellers.very pleased with my purchase will order again.throughly recommended
I had trouble placing my order, kept not letting me to continue shopping. Didn't give me discounts advertised.
The sizing, leg length, of the boxer briefs was much shorter than the website described it. The web said the pairs I ordered had ~4" legs. Once received they are more like 2" legs. A huge difference in my book.
Hello David - We have confirmed our measurement is accurate based on the product laying flat. And, our photography is accurate in showing a longer inseam on our model. You ordered and XL. If you have large thighs, the length will be reduced when the leg opening is stretched to accommodate a larger thigh. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager
Great selection and good delivery. If they are out of something they will have it posted when they think it will be coming in.
Company Representative
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello David - It is standard practice with websites that a claim of receiving the wrong item should include photography. As we explained to you, your dropbox claiming to contain the photographs rather than providing PDF photographs is not secure. Additionally, your items were final sale, so the request to provide photography to shore up your claim is SOP. I hope this answers your question.
Kind Regards,
Wilma
Customer Service Manager