HBX Reviews 

Quick response while I was tracking my purchase delivery

Missing order, no help from customer service and its been now 4 days since last response from them. Horrible horrible horrible experience with no regards to customers satisfaction and no resolution process. I never felt so insulted and deprived of my money. Avoid at all cost

Woeful returns set up. The cost is on the customer (to Hong Kong); good couriers can’t deliver to it and have to request collection, which doesn’t happen; the website form works but the ‘help’ email address doesn’t - or is ignored; the support/advice is woefully inadequate and unhelpful.

Quick response to my address error.excellent service

nice customer service

I purchased a few different items. One pair of shoes came with black marks inside, another smelled horrible and were sticky. 2 boxes came damaged due to poor packaging. Factory defects and damaged during shipping, HBX told me too bad and I can't return anything.

UPDATE 5/7/24: They told me to get in touch with their return department which I obviously had. They want me to return everything obviously at my expense. PLEASE stay away from HBX as everything on their website can be purchased somewhere else.

I've been regular at HBX, first as a cash shopper in Hong Kong and then when I moved to London on mail order. Things can go right. In HK all was good. But... if anything goes wrong as it did with my Ambush denim jacket there is almost no customer service. They bury contact details inside the site. When you find them, there are also no free returns so pay $$$ to send back and then wait many weeks/days, with excuses delivered about refunds. This is a company moving in the opposite direction to most online retail and its service has simply got worse. Buy thinking you cannot send back. If that doesn't matter then do it. If you like the safety of returns then don't.

Great experience shopping in HBX online
Delivery was exeptionally quick, vustomer service representative is very responsive. Most importantly, great deal on LNY sale!

A month ago, I ordered a pair of pants as a New Year's gift for my brother. The price was tempting, so I decided to ignore the many negative reviews and soon regretted it.

The shipping was a disaster. First, according to the notices from FedEx, they tried twice unsuccessfully to deliver the package to my address. I did not receive any notifications during this time, live tracking does not exist there in principle. When they finally delivered it, it turned out that they gave it to a complete stranger. I contacted customer support, but I didn't get any help from them. All they do is query FedEx about my missing order and get a "we delivered it to someone" style response. When asked how I can contact that person and get my package, they reply "we'll ask FedEx again" and the process repeats. No progress is being made. I'm resigned to the fact that I won't get my package, but I want to warn those who don't know what to expect: buy from HBX at your own risk, because if something goes wrong, they won't help you.

I recently had the most disappointing shopping experience with HBX. I purchased a pair of GmbH shoes through their platform, and unfortunately, the entire process has been a nightmare.

The shoes I received exhibited a clear manufacturing defect after just one use, with the sole detaching from the rest of the footwear. Despite providing ample evidence of the issue and referencing consumer protection laws, the customer service team has been unresponsive and unhelpful.

Their return policy seems more like a maze designed to frustrate customers rather than a mechanism for resolving legitimate concerns. The 15% partial refund they offered is not only inadequate but also disrespectful considering the acknowledged quality issue by the designer who I’ve been in contact with.

What's most disappointing is the lack of accountability and responsibility. No one seems willing to take ownership of the problem, leaving me without a resolution, without the shoes, and without my money.

As a frequent online shopper, I can confidently say that this has been the worst experience I've had with any retailer. The lack of professionalism and the apparent disregard for customer satisfaction are glaring issues that cannot be overlooked.

I strongly caution anyone considering a purchase from HBX. Be wary of their after-sales service, as my experience suggests that they are more interested in passing the buck than ensuring customer satisfaction.

Do NOT shop here. They refused to accept the return of a defective bag because it was bought on sale. This was AFTER telling me to pay for the return delivery to them. Return delivery was £170. So I paid for taxes and duties + delivery + return delivery, all for a defective item they refuse to refund. What a waste and a frustrating experience. Stick to Matches.

Don't buy here, its a fake Chinese company. You will not receive the items you ordered. And impossible contacting them, you get zero request.

I place an order online for a Stone Island pocket hooded jacket. The delivery arrived in quick time especially as it was sent from Hong Kong; however, it was all downhill from there.
I opened the package today and I have received a Stone Island jacket, just not the one I ordered.
The one received is a different colour, style & most definitely not hooded. The only thing in common with the one I ordered is that it is Stone Island.
I have tried to contact HBX via all channels, such as direct message on Twitter, online chat, email, online form, and have not receive a single response.
This has unfortunately led to me having to open a dispute with PayPal as I have no confidence that this company will deal with the issue in the correct way.
I have given HBX 48hrs to respond, or my PayPal case will be escalated to a claim.
I won't be using them again!!

I placed a big order (2000 USD+) but the items arrived in poor condition and the size guides were wrong so they didn't fit. I've since dropped off my return at fedex for over 3 weeks and emailed CS repeatedly to process my return to no avail. Dishonest

Placed an order, but it wasn't delivered due to what they said wrong contact information. Received an email from them but was UNABLE to contact them BY ALL MEANS for the said rectification (esp. no phone contact which cud possibly enable quick rectification)!

Had an amazing experience with them didn’t experience any extra fees, I ordered Maison Miharas Wednesday August 16th they came Friday August 18th wasn’t expecting them to come that fast.

Placed the order (#2289148) and then almost immediately decided to cancel it before it was processed. There is no real way to do it other than to contact them via email.

As many have pointed out multiple times in other reviews, the merchant is blithely unresponsive. Their customer support is essentially non-existent. One of the incentives for that is obviously their policies: for instance, you can’t cancel/get refunded on certain items as soon as the order is shipped out, so the customer is left hanging in the air until they completely finish processing the order and may then respond days later if you are lucky (not happened yet) and probably just to deny it anyway. This is why there is ample reason to believe they would not even remotely consider doing anything about it even after so many dissatisfied customers. This is simply not the done thing and no one has to go through this. Any order ought to be able to be cancelled with ease, especially so, when it was not even processed.

1. I first emailed them at 18:15(EST), on the 28th of July (shortly after placing the order). The order had not been processed at that point.

2. At 23:53(EST), on the same day, I received the email notifying me of the order being shipped. Upon checking the tracking number, the system would not even be able to retrieve any information about the shipment at the moment. This is why I send another email saying I do not want it to be shipped, and just want to cancel. Seeing the dynamics of this, I am calling FedEx HK customer support trying to cancel it on their side: they tell me that only the label has been created and only the shipper is authorised to cancel it so I should contact them directly. Which I did, I even found the phone number of the merchant’s HQ in HK: unsurprisingly, no one picked up despite it being business hours in their local time. So, sadly, all the endeavours did not prove to be very successful.

3. At 04:19(EST), the 29th of July (next day), I receive another notification that the shipment is on the way. All this time, I have never been responded to and this structure seems to be intentionally designed. After all the complaints, nothing has been done. There is no incentive for them, and that is apparent.

Ironically, I was thinking of changing the order and place a new one with different items. But after reading all the reviews and having gone through all of this – fat chance.

To sum up, they are probably better to be avoided in case something goes wrong with your order: Judging by the reviews and their means of dealing with those problems, you are almost inevitably to be filing the dispute claim with your bank to get your money back and trying to prove something along the way. Save yourself from the headache of dealing with all of this.

UPDATE: they responded to my emails one week later and issued full refund. Didn’t charge for the shipping or anything else in spite of the fact that it travelled the whole distance from Hong Kong (lost about $3 in transaction fees, but that’s about it). However, I had to catch the courier and physically refuse the package, there was no other way according to FedEx customer support. Updating to 4 stars just for the fact the merchant acknowledged attempts at trying to contact them before the order was shipped out and didn’t try to charge anything whatsoever.

Avoid this company, they don’t refund you for “tax” that they took on the order and you have to pay for shipping back to Hong Kong. Honestly don’t think it’s right.

SCAM!!! DON'T BUY FROM HBX.COM. I purchased an expensive designer jacket that I had to return because of sizing. I was fine with the fact that I had to pay return shipping because I'm in Canada, but they KEEP THE DUTY & TAXES!!! I am out over $500 for NOTHING!! No other online company that I've purchased from keeps the duty and taxes. I don't care what their policy says, nobody reads that, and I was not expecting them to steal my money. They could be making 100's of thousands of dollars extra each year just from the duty and tax they charge and then steal from you! SHAME ON THEM! Will never buy from them again. Keep it up HBX and you'll be out of business soon enough.

In my opinion, this company are thieves. They charge you for “custom duties” even though they ship product within the United States. Since when do people pay “custom duties” if you ship a product from New York to Florida???😂 if you return a item you purchased from them, they KEEP the fake “custom duty” fee they charged you. They will even not refund you the state sales tax you paid. DO NOT PURCHASE FROM THIS DISHONEST COMPANY. In my opinion.