Her Universe レビュー 35

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.

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.

Size and quality are NOT AS EXPECTED. I ordered a 2XL for a baggy look but what I got should not be classified as anything more than an XL. It still fits, but not the way I wanted it to. While the print looks good, at least before washing, the fabric of the shirt is very rough against your skin. It is not comfortable. I do have to admit that it LOOKS cute, but size up and don't expect this to be your new favorite clothing.

They listed an item as available and as soon as I go to purchase it, I get an order confirmation stating it will send me a notification when it will be shipped. I go to check my order the next day and they put a "Presale/Preorder" label in my order confirmation overnight, the item will now be shipped 4 months later. This is very infuriating as I wanted to buy something as a gift and didn't expect to receive it months later.

Do not order from this site. Such a scam.

I ordered and needed to cancel less than 10 minutes later and was told I could not. That I had to wait to get the items, then return them. No mention of a return fee in their email.

Got the items and tried to use the UPS slip received in the order to do the return per their return instructions. UPS said the slip was invalid.

Went back home and initiated a return online. This is the first that a return fee is mentioned when I was trying to get a mailing slip. Went to their website disclosure about returns - no mention of a return fee.

Contacted Her Universe by email and told them what happened with the slip at UPS. They emailed me a return slip. No mention of a return fee in their email.

Returned the items. Refund comes in less $6.00. Emailed them twice to ask about it - no response.

Emailed them a third time today before disputing the refund and seeing what other reporting/recourse there is.

Spend your money at Hot Topic or BoxLunch instead. They're all the same company but not only do you not earn rewards per dollar(BoxLunch and Hot Topic Rewards are worth it), they play games when it comes to their HU Cash system. I will no longer do business with them as they gaslighted me, gave me wrong information repeatedly, had me waiting and then acted as if the information told to me, I made up and acted like what I earned was me stealing. Thankfully I got some cute items I had been wanting and will do without the others.

Ok, so I was skeptical at first because of the reviews so using my PayPal knowing they would back my purchase, I gave it a shot. I ordered my daughter a Dumbo mini backpack because I have a Legend of Zelda one I purchased elsewhere and she wanted something of the same but a different theme. I could not be more pleased! Shipping was fast, the product is absolutely on point with the description and image, the quality is on equivalent to my bag which is great quality and I even payed less for it than mine! I did not get charged twice like some said happened to them and it came packaged nicely in a box with no damage to the box or product. I will be a returning customer of this site at least for my accessory needs. Super thrilled and only wish I could figure out how to review their site directly.

Delivery company they use is terrible. They claim they delivered two orders, one was a replacement for the first order, and they couldn’t provide a picture of where it was delivered to. Now I have been waiting three weeks for this order & their solution is to “wait five days” then refund me within 2-3 weeks.
Lousy service

Our family have ordered from Her Universe many times, weve easily bought more than a dozen items. Everything has been exactly as described and the quality has always been very high. We have even had to return an item (slippers) because they were too small and the process was simple. We did it all online, rather than by phone, with no issues. We're fans of Ashoka and Ashley, and now of Her Universe.

I've made several HU orders over the past few months and have only had good experiences so far.

They have a ton of items across many franchises and their regular sale periods are great if you're buying on a budget. (I'd recommend signing up for their newsletters if you want to be kept in the loop regarding sales etc.)

Their collections get refreshed and added to quite often, while older products will eventually be sold at an attractive discount if you're willing to be patient. The designs are also generally fun and interesting, though they can feel a bit more like cosplay than "real" clothing. Still, you can't beat the sheer range of products available and if you're happy to wear your geek heart on your sleeve, then HU clothing can help spark joy in your daily outfits.

One thing to note is that the sizing and quality of items can vary a bit, so it's good to check the product page reviews first and/or be willing to take a little risk in buying online.

Since I'm outside the US, it's never been worth the trouble to return or exchange items so I can't comment on that process. But so far I've liked every HU piece I've bought and I've no doubt I'll be buying from them again in the near future.