- Log in
- Browse Businesses
- Guides
- Resources
- Write a Review
- Request a Review
- Backed by the National Science Foundation
- For Business
Extreme Restraints has a rating of 1.5 stars from 38 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Extreme Restraints most frequently mention customer service problems. Extreme Restraints ranks 77th among Adult Products sites.
My order went through 4 times when I had only hit submit once. I literally emailed customer support right after (mind you this was about an hour ago) and they have already cancelled the 3 other orders that went through. That is the quickest I have ever had anything taken care of by the customer support for anything I have purchased online.
Product lines, Order processing, Shipping - 4/5. Customer Service - 0/5. Questions appear to be interpreted as threats to their integrity for which they will bar you as a client. No consideration given.
Product lines, Order processing, Shipping - 4/5. Customer Service - 0/5. Questions appear to be interpreted as threats to their integrity for which they will bar you as a client. No consideration given.
Products used:
Questioned them regarding processing of charges. Also questioned credit card company regarding charges posted to credit card. Misunderstanding was due to how credit card company posted foreign exchange transaction. Vendor interpreted this "questioning" as impuning their integrity, so barred us as clients. Their policy is NOT a "client friendly" policy ...
"Our records indicate that the information received was used to file a dispute against our company, XR, LLC, for a previous order. When a customer files a dispute, our policy is to no longer honor any future business with that customer to prevent additional future disputes with no contact made prior."
We placed an order for nearly $400. One of the pricier items was "discontinued," which they notified us of view email after they took our money. They don't issue refunds even when it's their fault the item isn't available. Instead they issue a store credit, which can only be redeemed over the phone. You can't use the store credit on the website. When you call to redeem your store credit, the representative clearly hates her job, hates you, and likely hates herself. Even in today's world of terrible customer service, this place takes the cake. Absolutely the worst. There are tons of other places to spend your hard earned money.
I bought an expensive leather hood from this company and the zip came off the first time in tried it on.
I contacted the company to ask how we could resolve the issue and was told there was nothing they could do as the 30 day returns policy had expired.
The hood cost me £119 ($176) including postage and is useless.
Don't buy the poor quality products from this site, especially as they have no regard for customer satisfaction or for providing fit for purpose products.
Hello Terry,
I believe I was able to locate your order, but, please correct me if the following information is not yours and I would be happy to look into the situation.
The last international customer with a name starting with Terry M that purchased an expensive hood was on June 5th, 2015 which was over three and a half months ago. Our policy is that we have a 30 day free from defect warranty and will gladly replace any defective item on proof of defect. We have been known to extend this policy by a week or two to aid our customers in ensuring that they are happy with their products.
The customer that placed the order I referenced above emailed us on Sept 21st stating the zipper broke. We had responded the this order was past our 30 day warranty.
Even if we added a few weeks to our policy, the order above was placed months ago. I apologize if this was not your order and would be happy to review a different order on your behalf.
** For all others reading this, please note our posted policy on the website:
http://www.extremerestraints.com/information/custserv/satisfaction-guarantee.html
DEFECTIVE RETURNS - If an item is defective, we have a 30 day free from defect warranty and will gladly replace any defective item on proof of defect.
UNWANTED ITEM RETURNS - If an item is unwanted by a customer, the item may be returned within 30 days. A customer must obtain an RMA first from our customer service team. Once an RMA is obtained, the item can be sent back for store credit minus a 20% restocking fee. This restocking fee is for us to purchase a new item to fill the space on the shelf. WE NEVER RESELL RETURNED ITEMS. RETURNS ARE DESTROYED UPON ARRIVAL.
I will never buy from this site again, nor will I recommend it to anybody else.
Their customer service is terrible. They provide a phone number and email address as a means of communication, but I called them several times, and their recorded message said they were closed, even at times they were supposed to be open. They have not answered my emails as of yet. They did not send me a tracking number or even a receipt, I was supposed to get my order 2 days ago and still have not received it, but yet I have been charged for it anyway. And without a receipt or a tracking number, I have no way of finding out what happened to it.
No amount of money saved is worth the shady business practices this company employs.
I purchase thousands of dollars a year online. This company is by far the worst! They don't even store their own products. They are drop shipped from other vendors. We tried to exchange a pair of boots, and they wouldn't allow it because the other vendor never contacted them back. Terrible customer service! Beware!
Dear James,
We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.
To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?
We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.
My order went through 4 times when I had only hit submit once. I literally emailed customer support right after (mind you this was about an hour ago) and they have already cancelled the 3 other orders that went through. That is the quickest I have ever had anything taken care of by the customer support for anything I have purchased online.
Thank you for the positive message. We are glad that we were able to assist you with your orders.
The order was shipped to the wrong address because they had my previous one on file. I was told twice over the next 2 weeks that they couldn't res-ship until they got the package back but that I would have to pay for new shipping.
It is now over a month later still no merchandise and they still have my money (over $100) they "don't do refunds". There are plenty of other suppliers I would use them instead.
Hello and thank you for the review. I would like the opportunity to review your order. If you would provide your order number, we would be happy to review the situation.
From what you are describing, it sounds like you placed your order online, but forgot to update your address on your account and when it came to the final checkout screen, forgot to update the shipping address before hitting submit. You are not the first customer that did not correct their shipping address and we can usually make the change if you contact us right after placing the order. If placed over the weekend or at night, calling our Customer Service first thing on the next business day will allow us the best opportunity to correct the error.
Unfortunately, once the order ships, we are unable to reroute a package if it is going through standard mail. The US Postal Service does not allow us to make changes to packages already enroute. If the package was shipped via UPS, we would have been able to do a reroute.
In regards to the reshipment, when customers provide incorrect shipping addresses, we do ask the customers to wait for the package to return before we reship. As you mentioned, we shipped over $100 of product to an address provided at the time of checkout. Since that is a lot of inventory from our warehouse that we shipped to you, we would like the merchandise back so we can send it to your correct address.
In many cases, we will make exceptions to the rules that we have in place. So, if you would like to provide your order number, I can look into the specifics and we can go from there.
I noticed I had the wrong address on file immediately after ordering- and updated it as well as sent an email notifying them of the error. Not only did they ship the item to the wrong address despite having been alerted of the error but the person handling the issue didn't seem to really care. If I eventually receive my order ($100+) I highly doubt I'll be purchasing from them again. As stated in another reply they can reroute a ups delivery but that doesn't seem to matter to the person handling my issue. Thanks:>
Hello Sebastian,
I was able to find your account and your order. I do see that you had placed your order on the morning of 9/3 and had emailed us right after (8:30am) regarding the error on the address that was provided at the time of checkout. Unfortunately, since our Customer Service Team answers emails in the order in which they are received, they did not see your email until an hour later (9:30am). By that time, your order had already been processed and loaded on the truck for shipping. If you would have called us instead of emailing us, we might have been able to catch your order and make the change, especially since you had noticed the error immediately after placing the order.
I was unable to find a response by our Customer Service that stated we could reroute. Your order shipped via UPS Surepost which uses the method of UPS picking up the package from us and delivering it to your local post office. The US Postal Service will then make the final delivery. Whenever the US Postal Service is involved with a shipment, rerouting a package is not possible, USPS will not allow it, even if it is still in the hands of UPS.
I can make a one-time exception to our policies and allow a reshipment to the correct address. Please contact our Customer Service Department and they will reship it for you. I will put a note on your account with the approval so they will see it when you call or email them.
***For all other customers – Incorrect Addresses***
As mentioned in other review responses, please be advised that if an incorrect address is provided at the time of checkout, and if you want it corrected, YOU MUST call us as soon as possible to make this correction. Sending an email is not recommended as our Customer Service receives hundreds of emails a day and they may not see your email before your order ships. If your order is placed on the weekend or after normal business hours, then call us on the next business day as soon as our phone lines open. Our phone lines turn on at 7:30 am PT Mon-Thur and 8:00 am on Fri. Help us by communicating with us as soon as possible so we can help you.
Ordered a couple items from this site and selected the snail mail shipping option that was supposed be 7-10 days or something like that. Items arrived in 4 days and I didn't think anything of it. When I checked out the system said it was going to bill my card for $40 and change. Turns out they billed me for the express shipping anyway and my order cost a little over $70. I just realized the problem when checking my account and would not have noticed otherwise.
I called and they were extremely rude to me. Basically told me that I was wrong and that I chose the wrong setting during my order. I know when I pushed the submit button that it said I was going to be paying $40 and change. This is BS. Stay away from these scammers. 1 star only because I couldn't chose no stars.
Dear D. L.,
We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.
To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?
We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.
I had second thoughts about a purchase and wrote to them in order to cancel (within 24 hours). They wrote back and said there was nothing they could do.
Time passes and I receive nothing and now I they claim they sent the item by regular mail from the US to EU... no tracking. Scam company. Avoid!
Dear Emily A.,
We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.
To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?
We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.
Everything they sell is available elsewhere. They do not back their products, make returns impossible, and have awful customer service. I will never purchase from them. Filed a PayPal complaint and am considering a lawsuit. I was told I have been banned from ordering anything from them and their associates for filing a PayPal dispute (not a complaint at that point). So I escalated to a complaint. Avoid these folks at all costs. Plenty of places to order the products they provide.
Any one that sees this site and reads the reviews on their products can see most of the reviews are positive or not completely dissatisfied with it even when giving it only one star i have tried lots of their products the only ones i have left are the ones i bought in the last couple months the rest broke or i trashed cause they where that bad, i tried to post reviews of the items but they where never put up i do know they do not do returns or refunds it is in their terms of use but this takes the cake to screen reviews, and i did follow the rules of more than 25 words and no profanity i kept it professional, but i told the truth that the item does not do what they claim it does so they wont post my review,
Thanks for reading and have a nice day
Hello William,
Due to the massively high volume of reviews that we receive on our products, we are unable to post every one of them. If you search our products for reviews, you will see that we post both positive and negative reviews. Take a look at the negative reviews received for VE535-Neopre or TV200. The reviews are to help customers in guiding them with their purchase decisions. We also use the reviews to see if a manufacturer needs to be notified of a trend in defects.
I do apologize that your review was not selected from the hundreds that we receive. Not everyone's review will be posted and I do apologize if you believed all of yours would be posted.
** For all others reading this, please note our guidelines for reviews:
"Reviews must meet our editorial guidelines to be posted. Reviews should provide constructive text to help others make a good purchasing decision. Reviews under 20 words, uses of profanity or spamming will be removed. Once reviews are submitted they become property of XR. All rights reserved."
In regards to our return policy, you may want to revisit our policies which were updated a couple months ago. We accept returns on all of our items. These new policies went into effect in May 2015. You can see them here: http://www.extremerestraints.com/information/custserv/satisfaction-guarantee.html
DEFECTIVE RETURNS - If an item is defective, we have a 30 day free from defect warranty and will gladly replace any defective item on proof of defect.
UNWANTED ITEM RETURNS - If an item is unwanted by a customer, the item may be returned within 30 days. A customer must obtain an RMA first from our customer service team. Once an RMA is obtained, the item can be sent back for store credit minus a 20% restocking fee. This restocking fee is for us to purchase a new item to fill the space on the shelf. WE NEVER RESELL RETURNED ITEMS. RETURNS ARE DESTROYED UPON ARRIVAL.
(be advised that the old policy, which is no longer in effect, is still onsite. When we transition to our new platform, it will be removed)
The rudest customer service staff I have ever encountered. It is amazing that the management of this site seems to be oblivious to a vital economic rule: customer likes equals return business.
Never again will I part with a single Dollar with this site!
Dear Cam L.,
We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.
To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?
We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.
Be ware of their cancellation policy! I tried to cancel an order by calling them directly about 20 minutes after the order was placed. I explained I had simply selected the wrong item, and my wife did not like what I had selected. I was told that the order could not be canceled, as it goes "directly to their wearhouse." I also confirmed this with their manager. Also, as other reviews note, their shipping costs are inflated.
I ordered my goods from Extreme Restraints. I paid my carriage in advanced yet when my goods arrived in England, I received a form from my post office saying that I owe £13 in custom money. I have complained to the customer complaint department twice now to get this sorted as they should have paid the correct amount of money to customs in the first place but nothing. I will never order from this company again, neither will I recommend them to anyone.
Hello Sharron,
I apologize that you were unaware that when you order products internationally that your country will charge you a fee to import the package. We try to aid our customers with this information by having it posted at the top of the information page titled Shipping Internationally - https://www.extremerestraints.com/information/shipping/shipping-internationally.html
*** International Shipping ***
For all other potential customers reading this information, every country is different and charges different rates. These rules constantly change as do the rates. Duties and taxes are the responsibility of the person purchasing the goods and importing them into their country. The fees your government charges either goes to your government or the carrier or both. We do not receive any part of the fees that are charged by your country's Customs Agency.
Additionally, some countries have rules and laws governing what can and cannot be imported into their own country. Always check with your government before purchasing any items that would be shipped internationally. In most cases, items deemed as against the law to import will be seized by your government. It's always better to check with your government first rather than take a chance.
They had not intentions of delivering I sent ut to my job they claim that I got a ups slip haha its been over 2 monrhe no refund what gives you the e right to not send and think you can get away with this I have full legal proof. Scam they are stealing
I was able to find your account and your order. Your order was placed on February 26th. I see that USPS attempted to deliver your package on March 5th. USPS left a notice for you to pick it up at the Post Office as there was no secure location to leave the package. After 20 days, USPS deemed your package as unclaimed. USPS shipped your package back to us on March 29th. Upon reviewing the tracking information for your package, it is still in transit back to us and has not arrived at our facility yet. Our policy is to reship the package once it arrives back to our facility.
Your first contact with us was by email on April 1,2015. We provided the USPS tracking information and explained the issue USPS had with delivering your package. Your next email arrived yesterday (April 7th) asking for a phone number so you could speak with a Supervisor, which we provided. You called this morning (April 8th). I spoke with both the CSR and the Supervisor that you spoke with this morning. They were more than willing to assist you with the issue you experienced but due to your profane language, had to disconnect the call.
We have decided to refund your order in full. It is unfortunate that we will lose you as a customer despite our efforts to provide you with an exceptional customer experience.
I ordered a few hundred bucks worth of stuff from them, and I had ordered from them before. They had a previously recorded address for me, which I tried to change, apparently, when it actually shipped they still shipped it to the old address anyway. Fine. Mistakes happen.
I contacted the company to try and resolve the issue, "Unfortunately your package was shipped. We are not able to make any changes at this time. I apologize for any inconvenience this may have caused you."
Ok. I called to say, now what? The package will be shipped back to you, and either I can have it shipped to me, or you can give me a refund, right?
Oh no. They can't be responsible for the package.
ARE you f**king kidding me?
One of the worse experiences ever. So on 2/13 I place and order for 2 day shipping….which means it should be there on 2/15-2/16….however since it took time over a day to package and ship its now arriving 2/17 which isn't 2 day shipping.
I paid extra for a reason…so I could get it before a certain day…. Not for these guys to take their sweet time to ship it….and then say "we have a policy that orders after 1pm get pushed to the next day" sooo even if by your standards you shipping on 2/14 then 2 day shipping still gets it to me by 2/16….that's not 2 day shipping then jerks…so scamming people.
So it's like burning money bc they don't honor it, won't refund me the shipping fee or cancel my order.
On top of that they have the WORSE customer service ever.
BC they are so horrible and don't care about customers I am making it a mission to post what happened everywhere and nonstop too.
DO NOT ORDER FROM THEM
Tip for consumers:
DO NOT ORDER
Products used:
Adult toys
Into week three after order being placed and not shipped I cancelled order and was told I can have an in store credit. I called and advised them that the credit was not acceptable since they failed to ship the order. One rep said she would approve a refund. (Haven't seen it yet) When confronted with the idea that a charge to my card without shipping the order was inappropriate, she said that my card was not actually charged, that just a hold was put on it. After checking with my bank I discovered that the card was charged the day after the order was placed. Problem 1 - failure to ship. Problem 2 - attempting to keep my money after failure to ship. Problem 3 - Lie about charges to my card. Problem 4 - Have yet to see the credit to my card.
I was able to find your account and the history. We will take full responsibility for this issue. The item you ordered was backordered then discontinued from the manufacturer. We should have notified you of this on 12/3/14. Our policy is to provide store credit which I see we offered in response to your emails. In this particular case, since the item was discontinued, we should have provided you with a refund. I apologize for the inconvenience and the issue you experienced with us. You should expect to see the full amount returned to your card.
I ordered my product two days ago and got it very quickly, using the snail mail shipping.
HOWEVER, I asked for email notification of its arrival, and i didnt get it. Instead I got a text from my father saying I got a package and "there's something hard inside". I was confuses for a few reasons, one being that it was not supposed to go to his house. His house was the billing address, my new residence was the shipping address. And also, how would he know its hard? I went to pick it up and it was in a padded envelope.
This sounds a bit $#*!y, but if you're going to accidentally send my sex toy to my father, AT LEAST, put it in a brown box as per the website said. I am satisfied with the product itself, but Im extremely annoyed about the whole shipping process. I work for a shipping company, it really isnt that hard.
Hello Jay. I am sorry this issue happened to you. We have quite a few customers whose names start with Jay M that have ordered in the past couple months. If you would be willing to provide your order number, I would like to send you something as our apology for the situation.
We are aware of an issue of the customer's shipping address defaulting back to the customer's main account address if the customer signs in to their account in the middle of the checkout process. This is one of the reasons why we will be migrating our site to a new platform in the near future. We do recommend that customers sign into their account before starting checkout. In addition, we recommend that at the final stage of the checkout process, the customer should review both the billing and shipping addresses at the top left of the screen to ensure the accuracy before hitting submit. We have been informed that this issue will not occur on the new platform.
In regards to the envelope issue, this should not have happened and I truly apologize for this. Our products are not items that are as mundane as a pair of socks or a book. We attempt to be as discreet as possible. Envelopes are used by our shipping department for light weight items in clam shell packages or in manufacturers packaging. There should be no way to tell what the item is when shipped in the envelope.
Avoid this firm and keep in mind that they use many name on the Internet. Healthy and Active, XR. LLC, Extreme Restraints, Jennas Love Shop, Boyzshop
Once they have your money you are not getting it back even if they have sent you something that won't work or is the wrong item and not what you ordered. They get away with it thinking that consumers won't bother to complain about their shoddy junk and poor return policy.
Stay away from any of their companies - they are consumer unfriendly. See: http://xrllcsucks.blogspot.com/
I ordered a variety of sex toys for myself and some women I was working with in a very remote community, they sent it via courier which of course make it impossible to get because there is no courier service here. 2 months later I get an email which states it was undeliverable at the previous adress, I had already told them this. Then they wanted an addition shipping charge even though the initial screw up was theirs. Being as they won't do refunds I was stuck paying the additional charge. I had moved so I gave them the adress where I am at now and told them no courier service, it has to be regular mail. Guess how and where they sent it, again! The only thing they can gaurentee is complete incompetence and I still don't have what I ordered.
I've ordered from ExrtremeRestraints before without issue, This time I tried 6 times without the order completing, and when I tried to contact them, it preventing me from completing the message... very frustrating.
We are sorry to hear that you have expreienced issues placing your order. We have had a great response from our Holiday promotions and our servers have been working overtime. If you should ever experience issues like this in the future you can always call in to place your order. We are available 24 hours a day, 7 days a week, to take order calls. We can be reached at 866-469-2376. If you have order specific questions our Customer Service Department is available M-Th from 7:30am to 5:00pm, and on Fridays from 8:00am to 4:30pm.
Extreme restraints replaced a s**t product in place of a product I ordered, but obviously did not have in stock. They gave me no refund, or exchange. BUYER BEWARE, Very disappointing customer service, Terrible Company To Deal With Online!
I have made 5+ (totalling over $1100) orders so far and have never had any issues.
On some of the super cheap items I have ordered were not great quality, but I always believe that if you order something worth $6 and many other similar products are $30-40, there is a reason for that, sometimes its just a gamble that pays off, sometimes doesn't.
I've asked many questions about products before ordering to make sure I get exactly what I want, if the item is of value, they are always quick to respond (within a few hours generally) but are super friendly. Sometimes, certain things are the buyers responsibility to know and understand (such as import taxes). I find that any time I have had an issue (item not received, a simple human error generally), I email them, let them know and in the past they have investigated and refunded or offered to reship. No point in getting upset, I make mistakes in my job, so they are entitled too also.
Lots of negative reviews on here for XR, but I couldn't possibly have a bad things to say about them. I'm already working on my next order and I don't anticipate any complications with that one also. Every order I have made is very well packed and discrete.
Tip for consumers:
your BOUND to come back ;)
Thank you so much for your positive feedback! We strive to provide exceptional customer service at all times and we are always willing to work with our customers to provide a satisfactory experience.
Gain trust and grow your business with customer reviews.
ExtremeRestraints.com features the best extreme sex toys, bondage, fucking machines for sale, and much more; all specially selected to let you explore your wildest fantasies. Whether you're a beginner or a hardcore enthusiast, explore our wide selectio...
Is this your business?
Claim your listing for free to respond to reviews, update your profile and manage your listing.
Dear Lex P.,
We are sorry to hear your experience was not a positive one. We take pride in the products we sell and do our best to provide the best possible customer service. Due to our privacy policies, I am unable to discuss your particular issue on this open forum and welcome the chance to discuss your order with you.
To aid us in looking into this issue further, would you please e-mail us your order number & any pertinent details at: customerservicemanager at extremerestraints.com (replace “at” with@)?
We look forward to hearing from you and resolving this for you. Again, we are sorry for the inconvenience.