There was a bit of a delay with the march subscription box, due to whats going on in the world right now i can understand why, recieved it today and its amazing quality as usual and so beautiful, cant... Se mer
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För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
I sent an email prior to leaving my last review once i left a negative review i got an email back. This email was really helpful saying i couldnt get a refund but they would help me find a style that... Se mer
After being subscribed since January, I have been charged for 3 boxes, had 2 orders confirmed, and only 1 set actually delivered. I have since cancelled my subscription to stop further charges a... Se mer
I had such a great experience with unndr. The customer service was absolutely phenomenal — really friendly, quick to respond, and genuinely helpful throughout the whole process. It’s rare to feel... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
Essential By Design. At Unndr, we’re passionate about creating underwear that makes people feel confident, comfortable, and excited to wear. Based in the UK, we design beautiful sets and offer a subscription service that brings new, unique styles straight to your door each month. We care deeply about our customers and are always here to help with sizing, orders, and anything in between. Every piece we release is made with attention to detail and quality - because you deserve underwear that feels as good as it looks.
Kontaktuppgifter
Storbritannien
- hey@unndr.com
- unndr.com
3,5
Medel
370 omdömen
Har besvarat 59 % av sina negativa omdömen
Svarar vanligtvis efter mer än 1 månad
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Amazing customer service!
I have to say that the customer service I received was second to none! After not receiving my parcel due to a courier issue (stupid evri), I emailed them and the person I spoke to has been incredibly lovely! I hadn’t received my parcel from another site for the same issue, and looking at how different the responses to my email just goes to show how rare and personable the brand is. I will definitely shop again and the customer service I received is one of the main reasons. It’s nice to know you’re buying from a brand with real people on the other end!
7 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Jess,
Thank you so much for taking the time to write this - it truly means a lot to us. We’re really glad our team could help after the courier issue, and it’s lovely to hear that the experience felt personal and supportive. We always want customers to feel like there are real people on the other side, ready to help however we can.
We’re so grateful for your kind words and can’t wait to welcome you back again!
The Unndr Team
Really great pieces
Really great pieces, amazing service and quick reply to emails!! LOVE!!
7 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Fridge,
Thank you so much for the lovely review! We're thrilled to hear you love the pieces and had a great experience with our customer service. Quick replies and happy customers are exactly what we aim for!
Thanks again for the love 💛
The Unndr Team
Gorgeous
Such kind and thoughtful customer service. What a lovely brand with a beautiful and important ethos behind them and such gorgeous people! X
6 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Maili,
Thank you so much for your beautiful review! It means the world to us to hear that you’ve had such a kind and thoughtful experience with our team. We care a lot about the ethos behind Unndr, so it’s really lovely to know that comes through.
Thank you again for the love and support — we appreciate you!
The Unndr Team
Best customer service I’ve had
Their products are great, and so well made. They also provided me such good customer service, problem was solved over emails in a matter of minutes, best costumer service I’ve had from an online brand!
6 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Steph,
Thank you so much for your lovely review! We’re really happy to hear you’re enjoying the quality of our products, and it means a lot to know that our team could help you so quickly. Solving things within minutes is exactly the experience we aim for, so we truly appreciate the feedback.
Thanks again for taking the time to share this!
The Unndr Team
Great customer service
I ordered from Unndr in the black Friday sales, and unfortunately the courier marked the package as delivered but it was no where to be found. As soon as I contacted Unndr and explained the situation they immediately rectified the situation, the same day. The service was helpful, speedy and polite. I would happily recommend them on customer service alone, but would also add I'm very happy with the products I purchased for the prices I paid. Will order again.
5 december 2025
Svar från Unndr
Hi Josephine,
Thank you so much for taking the time to share your experience! We’re really glad we could step in quickly when the courier marked your parcel as delivered incorrectly - we know how frustrating that can be, especially during the Black Friday period.
It’s great to hear the issue was resolved the same day and that you found the service helpful, speedy and polite.
We’re also thrilled that you’re happy with the products and feel they were great value for the price. We truly appreciate the recommendation and look forward to having you shop with us
again!
The Unndr Team
Best customer service would you ever…
Best customer service would you ever deal with ❤️ love you girls
5 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Amanda,
Thank you so much for this gorgeous review! It means so much to our whole team to hear that you’ve had such a great experience with us. We absolutely love looking after our customers, so your message really made our day.
Love right back to you! 💛
The Unndr Team
Really poor
My order hasn’t arrived and I haven’t had any updates or responses to my emails in over 3 weeks. It was supposed to be 3-5 days delivery. Ironically they have managed to spam me with Black Friday deals but can’t reply to an email about missing order. Mistakes happen but not responding to emails about a missing order whilst trying to sell more when you clearly can’t keep up, seems like a very poor strategy, and untrustworthy. I want my money back
5 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi there,
We're really sorry you’ve had this experience. Waiting over 3 weeks with no updates is incredibly frustrating, and you’re absolutely right to feel disappointed - especially when you’re getting our Black Friday emails but not the help you actually need.
That’s not how we want to treat anyone, and we completely understand why this feels untrustworthy.
We’ve clearly dropped the ball here. We’ve been dealing with a backlog recently, but that’s no excuse for not responding to you about a missing order.
If you can email us again at hey@unndr.com with your order number (or just reply to your original message), we'll make sure your case is picked up immediately. We can get you a full refund or a replacement - whatever works best for you.
Thank you for calling this out, and we're genuinely sorry for the stress and inconvenience this has caused. We’re fixing things on our side so situations like this don’t happen again.
- The Unndr Team
Ordered 3 weeks ago and still not…
Ordered 3 weeks ago and still not received my order.
Do not order from this company it is a scam!!!!
4 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Patricia,
We’re really sorry to hear you haven’t received your order yet - waiting 3 weeks is understandably frustrating. We want to reassure you that we are absolutely not a scam, and we’re here to sort this out for you.
In most cases like this, the parcel is either delayed with the courier or there’s an issue with the address, but we’re happy to investigate right away. Please email us at hey@unndr.com with your order number so we can track it and arrange a resolution for you as quickly as possible.
We’re committed to making sure you receive your order or a full refund.
The Unndr Team
Received nothing after two months
I subscribed in October to treat myself. I've received nothing. I have tried to contact the seller - nothing. I've been charged monthly for this "subscription" and have nothing to show for it. Terrible service that feels like a scam. I just cancelled my subscription and hope one day some of the products they owe me show up at my door!
1 december 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Mads,
We’re really sorry to hear about your experience - that’s definitely not how a subscription is meant to feel.
It looks like something has gone wrong with your subscription processing, and we’d really like to fix it. Please email us at hey@unndr.com with your full name and any order or subscription details, and we’ll make sure we track down what happened and get your missing box or a refund sorted for you as quickly as possible.
Thank you for your patience, and we’re sorry again for the trouble this has caused.
The Unndr Team
Nice lingerie but customer service does…
Nice lingerie but customer service does not respond at all :(
Update:
Was handled very nicely :)
18 november 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Tara,
We’re really glad you liked the lingerie, but we’re sorry to hear you struggled to get a response from us. That’s never the experience we want anyone to have.
Please reach out to us at hey@unndr.com and let us know how we can help - we’ll make sure your message is picked up quickly.
Thanks for giving us the chance to make this right.
The Unndr Team
Awful customer service
I've made an order recently, and on the website it mentions 3-5 days delivery. It's been 14 days and I haven't received anything.
Reached out numerous times to get nothing back from the team at Unndr.
28 november 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Ben,
We’re really sorry to hear your order hasn’t arrived yet - 14 days is much longer than it should be, and we understand how frustrating it is not to get an update after reaching out.
Please email us at hey@unndr.com with your order number so we can look into this right away and get it resolved for you. We want to make sure you receive your order or a refund as quickly as possible.
Thanks for your patience while we sort this out.
The Unndr Team
Echt heel erg slechte service/ levering
Zo slecht, je betaald bijna 50,- per maand en je krijgt niks. Ik heb ik 25 september een maandelijks abonnement genomen, en nog niks ontvangen.
Na meerdere mails over waar m’n pakket is krijg je een link naar een hele onduidelijke FedEx site, en heb ik nu bijna december m’n bestelling nog steeds niet binnen en heb ik geen idee waar het is.
Ik heb gevraagd of ze m’n abonnement stop kunnen zetten, dat is gebeurt, maar nog steeds geen pakket of m’n geld terug.
Als je niet kan verzenden vanaf de UK naar andere landen omdat jullie levering dan echt heel slecht is, doe het dan gewoon niet.
Want dit is echt niet oké.
Een mail sturen dat jullie de mail niet kunnen beantwoorden omdat iemand binnen het team een weekend weg is en jullie dus van haar afhankelijk zijn, is gewoon echt heel onprofessioneel.
Vind t concept heel goed, maar nog niet vaak zulke slechte service en levering gezien.
10 november 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Floortje,
Thank you for sharing your experience. We understand how frustrating it is when a delivery takes longer than expected and tracking updates aren’t clear, especially with international shipments. We also appreciate your feedback regarding communication, and we’ll definitely take that onboard as we continue to improve our processes.
Please reach out to us again at hey@unndr.com with your order number so we can check the status of your shipment and ensure your cancellation and refund are fully completed. We want to make sure everything is resolved for you as quickly as possible.
Thank you for your patience, and for giving us the opportunity to look into this further.
The Unndr Team
No order ever received.
Have not received my items still after 3 months, have emailed the company, no response. Wish I would have read reviews beforehand.
23 november 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Nic,
We’re really sorry to hear you’ve been waiting so long and we understand how disappointing it is not to receive a reply when you reach out.
Please email us at hey@unndr.com with your order number so we can look into this immediately and make sure you receive your order or a refund. We want to get this resolved for you as quickly as possible.
Thanks for bringing this to our attention, and again, we’re sorry for the experience you’ve had.
The Unndr Team
Missing items, zero communication
I’m really disappointed with my experience with Unndr. I placed an order for the Escape to the Chalet set and when it arrived, the bra was missing. I only received the knickers and garter belt. Mistakes happen, but what’s unacceptable is the complete lack of customer service.
I emailed them on 23/10/2025 with all the details, including photos and my order number. Since then, I’ve sent three follow-up emails and haven’t had a single response. No acknowledgement, no update, nothing.
For a company selling premium products, the customer support is honestly a joke. I just wanted the item I paid for or at least some communication. Really frustrated and won’t be ordering again.
23 oktober 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Hannah,
We’re really sorry to hear about your experience - receiving a set with a missing item is frustrating enough, and not getting a reply after reaching out only adds to that. That’s not the experience we want anyone to have, especially when you’ve shared all the details and photos to help us resolve it.
Please email us at hey@unndr.com with your order number once more so we can make sure this is picked up immediately. We’ll get the missing bra sent out or arrange an alternative solution for you right away.
Thank you for your patience, and we’re sorry that this has left you feeling so frustrated. We appreciate the feedback and are working to improve our response times.
The Unndr Team
Refund system is a joke
Refund system is a joke. It took them three months to even respond to my refund request after I didn’t receive an item. Now they have technically sent me the money and it’s supposed to be in my account in ten days but it has been two weeks and still nothing.
29 oktober 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Emma,
We’re really sorry to hear how long this has taken - waiting months for a response and then not seeing a refund arrive when expected is understandably frustrating.
It sounds like there may be an issue with the processing timeline rather than the refund itself, and we’d really like to check this for you.
Please email us at hey@unndr.com with your order number and any refund confirmation you received so we can look into it right away and make sure the funds reach you.
Thank you for your patience while we get this sorted.
The Unndr Team
Great service
I ordered a couple of sets and followed their sizing test on their site. Sadly, one of the sets was way too big. I contacted them and they immediately offered to sent a new set in the correct size. Very friendly and helpful. Sometimes it might take a bit longer before you get a reply, but fully worth it to wait.
13 oktober 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Yahis,
Thank you so much for your lovely review! We’re really glad to hear that our team could help you quickly with the sizing issue and get a new set sent out. It’s great to know you found the experience friendly and helpful.
We really appreciate your patience too - we always do our best to reply as quickly as possible, and it means a lot that you felt it was worth the wait.
Thanks again for taking the time to share this!
The Unndr Team
I cancelled my subscription within the…
I cancelled my subscription within the first order since I was moving house and currently pregnant so I couldn’t afford to continue the subscription but I got in touch via email, they got back to me after a week or so and said they could still send out the monthly set and also cancel but also to my new address which was not possible on the website I don’t think, they also emailed back to make sure it was sorted, the set has arrived and I wanted to leave a review because despite the few bad reviews they were efficient with communicating back with me and I also think the set is really pretty and good quality and would buy again, thankyou
12 oktober 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Poppy,
Thank you so much for taking the time to share your experience - we really appreciate it. We’re glad our team could help update your address, send out your set, and get everything sorted even while you were in the middle of moving. It’s lovely to hear that you’re happy with the quality and design too.
Thank you again for the kind words, especially knowing there are mixed reviews out there. We’re always here if you need anything in the future, and we wish you all the best with your move and pregnancy 💛
The Unndr Team
Amazing products and customer service
I had a great experience in terms of delivery with my order being quick and efficient. An item was not available and it was quickly resolved in terms of customer service being amazing and helping me massively. I would recommend an amazing product as quality was amazing and customer service being great. I was so impressed with my items and would definelty order again and recommend to others.
21 september 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Sabaa,
Thank you so much for your lovely review! We’re really happy to hear that your delivery was quick and that our team could help you so efficiently when an item wasn’t available. It’s great to know you were impressed with the quality of your pieces - and we truly appreciate your recommendation.
We’re so glad you had a positive experience, and we’d love to have you back again soon!
The Unndr Team
Long wait and Bad communication
On their website it says UK orders get shipped in 24 hours and arrive between 4-7 days. I have waited 3 weeks and only just received confirmation that the order has been dispatched. After trying to contact them via the form on their website after 1 week I have still not heard back and I'm still waiting for my order.
19 september 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Megan,
Thank you for sharing this. We understand how frustrating it is when an order takes longer than expected, especially when you’ve been waiting for an update. Dispatch times can occasionally be delayed during busy periods, but three weeks is longer than we’d want any customer to wait.
Please reach out to us at hey@unndr.com with your order number so we can check the latest tracking details and make sure everything is moving as it should.
We also appreciate your feedback about the contact form and will look into that.
Thanks for your patience while we get this sorted for you.
The Unndr Team
Great customer service 🫶🏼
I have ordered from Unndr a couple of times now and I love the quality of the products, the sets are beautiful! I recently had trouble with an order and the customer service department were so helpful ☺️ They got back to me very quickly and were apologetic that something had gone wrong with my order. They sorted the issue straight away, am very pleased with how they handled my query 🫶🏼
3 september 2025
Omdöme utan inbjudan
Svar från Unndr
Hi Isabelle,
Thank you so much for your lovely review! We’re really happy to hear you’ve been loving your sets, and we’re glad our customer service team could help quickly when you had an issue with your order. We always want to make sure things are sorted smoothly, so it means a lot to hear you were pleased with the support.
Thanks again for your kind words and for ordering with us 🫶🏼
The Unndr Team
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