Frank and BeansRecensioni 

Risposta di Frank and Beans

17 giu 2026

Hi Hari,

Thank you for your feedback, and we’re sorry to hear your experience did not meet expectations.

We understand sizing can be frustrating, especially when comparing products across different brands and styles. While we provide size information to help customers choose, we appreciate that fit can vary from person to person.

Our Customer Care team did review your order and provided an exchange option, including free regular return postage through our returns portal. The replacement item requested was a higher-value product, and Express Post was also requested, so we provided the balance payable for the exchange.

We also acknowledge your comments regarding response time and phone support. At this time, our support is handled by email so we can keep a clear written record of each enquiry, but we’re sorry if the process felt slower than expected.

If you still need help with your return, exchange, or refund, please reply to your existing support ticket and our team will continue assisting you.

Kind regards,
Clinton
Customer Care
Frank and Beans

Risposta di Frank and Beans

15 giu 2026

Hi Denise,

Thank you for sharing your feedback on the Women’s Pocket-Pro Boxer Briefs with Side Pockets.

We’re sorry to hear the fit did not feel right for you, particularly through the groin and front mid-section area. We understand why that would be disappointing.

To clarify, this women’s style is not a shrunk-down version of a men’s underwear pattern. The full mid-section of this style, including the gusset, front rise, groin area, and waist fit, was developed as an original women’s pattern and fitted using female models.

That said, fit can feel different depending on body shape, size preference, and how much room or coverage someone personally likes in a boxer brief style. We appreciate your comments regarding the extra fabric feeling through the front/groin area and will pass this feedback on for review.


Kind Regards,
Mechelle
Customer Care
Frank and Beans

Risposta di Frank and Beans

15 giu 2026

Hi Tennille,

Thank you for taking the time to share your feedback.

We’re sorry to hear the G-Strings were disappointing and that the elastic did not feel comfortable for you during wear. We understand this was not the experience you expected.

We can see you contacted our Customer Care team, and we responded directly with the options available. As the garments had already been washed, we were unable to accept them back for refund or exchange due to hygiene requirements for underwear. We did offer a goodwill voucher so you could try another set at no garment cost on a future order, however we understand you did not wish to proceed with that option.

We also apologise that your 10 pack did not include the colour mix you were expecting.

Your feedback regarding the elastic, fit experience, and colour selection has been passed on for review.

Kind Regards,
Clinton
Customer Care
Frank and Beans

Risposta di Frank and Beans

18 mag 2026

Hi Adrienne,

Thank you for your feedback, and we sincerely apologise for the frustration and inconvenience caused.

We completely understand how disappointing this experience would have been, especially after trying to contact us multiple times.

After investigating your enquiry internally, we can confirm our Customer Care team replied to your messages on several occasions. Unfortunately, it appears there was a delivery issue affecting some outgoing emails at the time, which meant our responses may not have successfully reached your inbox. This issue has since been identified and corrected.

We have sent you another email this evening to your email inbox.

We genuinely appreciate you bringing this to our attention, including the stock notification error you encountered on our website, as this also helped us identify an issue requiring attention.

We would still very much like the opportunity to help find the correct fit and resolve this properly for you. We will be reaching out privately to assist further.


Kind Regards,
Clinton
Customer Care
Frank and Beans

Risposta di Frank and Beans

16 apr 2026

Thank you for coming back for your third purchase, we really appreciate your support.
Great to hear you’re loving them, that’s exactly what we aim for every time.


Best Regards,
Zac
Customer Care
Frank and Beans