SmallBizGenius Analysis
2XU, an online retailer specializing in compression and performance sportswear, receives mixed feedback regarding product quality and customer service. While some customers praise the quality and effectiveness of their compression wear, a significant number report issues with product durability, poor customer service, and problematic returns processes.
Category Breakdown
Scores based on analysis of 94 recent reviews
Product Quality
4.0/10Many reviewers report issues with the quality and durability of 2XU products, with complaints about seams unraveling, logos peeling off, and materials falling apart after minimal use. For example, several customers mention tights and shorts falling apart within a few months of purchase, and wetsuits failing after only a few uses.
40 reviews mention thisCustomer Service
3.0/10A significant number of reviewers express dissatisfaction with 2XU's customer service, citing slow response times, unhelpful support staff, and difficulty reaching a live person. Many reviewers report sending multiple emails and receiving no response, or being given the runaround when trying to resolve issues.
35 reviews mention thisReturns & Refunds
3.5/10Several reviewers describe negative experiences with 2XU's returns and refunds process, reporting delays in processing returns, difficulty obtaining refunds, and being charged for return shipping on defective items. Some customers claim that the returns process is unnecessarily cumbersome and customer-unfriendly.
20 reviews mention thisShipping & Delivery
4.5/10Some reviewers report issues with shipping and delivery, including delayed orders, missing items, and incorrect items being shipped. A few customers mention receiving no tracking information or updates on their order status.
15 reviews mention thisWebsite Experience
5.0/10A few reviewers criticize 2XU's website, describing it as amateurish and difficult to navigate. One reviewer specifically mentions the lack of an account creation option as a source of frustration.
5 reviews mention thisSizing Issues
5.5/10Some reviewers report that 2XU's sizing is inconsistent or inaccurate, leading to issues with fit. One reviewer mentions that the size guide provided was inaccurate.
3 reviews mention thisPros & Cons
What Customers Love
"Both of these purchases are really good quality, and the leg sleeves in particular were bought to help with a knee injury and so far seemed to have helped."
"The compression tights in particular are some of the best I’ve tried!! Great support/ fit and they hold up really well even after many washes."
"Delivery was fast, my order came in 2 days, quality is excellent and customer service was good."
"2XU offered this and fits like a glove. Ideal for anyone with the same problem."
"Great products for running or workouts that fit well and have a features (zip pockets etc) that are both functional and look good."
Common Complaints
"Product is super cheap although being over priced. Pants fell apart and started to fray almost immediately."
"What a pile of **** company. I don’t think anyone actual works in the Helpdesk. Appears responded to by some pile of **** bot. No one human bothers to respond to queries."
"Returns process a joke: Clothes are excellent. But returns and getting your money back is a joke."
"Orders aren't shipped, emails aren't answered."
"Ordered two wetsuits from 2XU. Was provided a size guide that might have been for action men as the wetsuit ran comically small."
Common Questions About 2xu
Answers derived from customer review patterns
Is 2Xu legit and trustworthy?
While 2XU is a real company selling sportswear, the numerous negative reviews regarding product quality, customer service, and order fulfillment raise concerns about its trustworthiness. Many customers report issues with receiving orders, getting refunds, and contacting customer support. While some customers have positive experiences, the high volume of complaints suggests that there is a significant risk of encountering problems when ordering from 2XU. Therefore, potential buyers should proceed with caution and be aware of the potential for negative experiences.
Based on 45 reviewsDoes 2Xu have good customer service?
Based on the reviews, 2XU's customer service is a major point of concern for many customers. A large number of reviewers report difficulty contacting customer support, with emails going unanswered and phone calls not being returned. When customers do manage to get in touch with customer service, they often describe the support staff as unhelpful, slow to respond, and unable to resolve issues effectively. The lack of accessible and responsive customer service is a recurring theme in the negative reviews.
Based on 35 reviewsIs 2Xu worth it for small business?
For small businesses, partnering with 2XU presents a mixed bag. While the brand offers a range of compression and performance sportswear that could appeal to athletes and fitness enthusiasts, the reported issues with product quality and customer service pose a significant risk. The potential for delays in order fulfillment and difficulties with returns could negatively impact a small business's reputation and customer relationships. Unless 2XU addresses these concerns, it may not be a reliable partner for small businesses.
Based on 10 reviewsWhat is 2Xu's return policy like?
Based on customer reviews, 2XU's return policy is often perceived as difficult and cumbersome. Many customers report delays in processing returns and refunds, with some claiming that it takes weeks or even months to receive their money back. Some reviewers also mention being charged for return shipping, even when the item is defective. The lack of clear communication and the slow processing times contribute to a negative perception of 2XU's return policy.
Based on 20 reviewsWhy are 2XU products falling apart?
Several reviews mention that the quality of the products is not up to par with the price point. Many customers have reported the stitching coming undone, logos peeling off, and the material fraying after only a few uses. This suggests that the materials used may be of low quality, or that the manufacturing process is not up to par. This is a recurring theme in the negative reviews, which is a cause for concern.
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