Step One Reviews 54,939

Reply from Step One

6 days ago

Hi Lomi,

Thank you for your feedback, and we’re very sorry to hear about your experience and the frustration this has caused.

We take concerns like this very seriously, especially where there may have been confusion around orders or communication. This is not the experience we want for any customer.

We have reviewed all orders associated with your details and can see multiple accounts and orders linked with similar information. Please note that the First Pair Guarantee is a one-time replacement or refund per customer, and we can confirm that a replacement has already been issued under this warranty.

Our system is designed to detect duplicate accounts or repeated use of the First Pair Guarantee to ensure fairness for all customers. As such, we must adhere to our policy in this case.

We appreciate you bringing this to our attention. If there is anything else we can assist you with, please feel free to contact us at info@stepone.life — we’ll be happy to help.

Best regards,
Cai
Step One CX

Reply from Step One

7 days ago

Hi Dan,

Thank you for taking the time to share your review, and we're sorry to hear about the ride up.

That’s definitely not the experience we want for you. Step One pairs are designed to offer a snug but comfortable fit that stays in place during movement.

We'd like to better understand the concern. How would you describe the overall fit — is it feeling quite tight around the legs and waist, or more on the looser side but still shifting during wear?

Feel free to reach out to us at info@stepone.life if you need any help with your order — rest assured. We're here to help sort this out for you

Best regards,
Stephanie
Step One CX

Reply from Step One

7 days ago

Hi Florin,

Thanks for your feedback — and sorry to hear about your experience with the packaging and sizing, that’s definitely not what we want for you.

Our packaging is made from cornstarch-based compostable material, which is great for the planet, but it can unfortunately be a bit more vulnerable during transit, especially with heat, sunlight, or rough handling. That said, we can reassure you that all items inside are always brand new and unused.

On sizing, we do note on our product pages that Step One runs more fitted than standard brands. So if someone is typically a Medium elsewhere, we generally recommend sizing up for the best comfort and fit. We completely understand, though—this isn’t always obvious at the point of purchase, especially if it’s your first time trying us.

We also hear your frustration around returns. If packaging appears opened in transit, that can make things confusing, but unopened and unused items are normally eligible for return. If you still have the order details handy and want us to take another look, we’re more than happy to help review it with you and see what can be done.

We know getting the right size, fit, and comfort online isn’t always straightforward, especially with underwear, where it really does need to feel just right when worn. We’re here to help make that process easier next time.

If you’ve got any questions or would like us to check your order specifically, feel free to reach out anytime at info@stepone.life—we’ve got your back.

Thanks again for your feedback, and we’re here if you need anything.


Warm regards,
Joyce
Step One CX Team

Reply from Step One

7 days ago

Hi Ian,

Thanks for sharing your experience—really appreciate it.

Sorry to hear the original size wasn’t quite the right fit. Step One briefs are designed to be a fitted style, so for some customers, going up a size does end up being the more comfortable option. We’re glad to hear the team was able to get things sorted for you with a replacement, though 👍

We’re always aiming to make the process as smooth as possible, so it’s great to know the change was handled without any hassle. If you ever need help with sizing in future, we’re more than happy to guide you through it before you place an order to help get it right the first time.

If you’ve got any other questions or want a hand with anything else, feel free to reach out anytime at info@stepone.life—we’re here to help.

Thanks again, and we hope your new fit is feeling much better!


Best regards,
Joyce
Step One CX Team

Reply from Step One

7 days ago

Hi Jackson,

Thanks, and really appreciate the honest feedback.

Great to hear you’re loving Step One overall 👍, but we’re sorry to hear about the experience. That’s definitely not the experience we aim for.

In terms of product quality, Step One is designed to be durable and long-lasting, so if you’ve received anything faulty, we’d be more than happy to look into that and sort out a solution for you. If you haven’t already, feel free to send through a few photos and your order details so we can get onto it quickly.

On delivery times, these can vary depending on location and shipping volumes, but we understand it’s frustrating when things take longer than expected. We’re always working with our delivery partners to improve speed and consistency so orders get to you as smoothly as possible.

If you’d like us to take a closer look at your specific order, just reach out anytime at info@stepone.life, and we’ll jump on it for you.

Thanks again for the feedback—and we’re here if you need anything else.


Warm regards,
Joyce
Step One CX Team

Reply from Step One

7 days ago

Hi there,

Thanks, and appreciate you taking the time to share your feedback.

We totally get how concerning it is when tracking says “out for delivery” and then “delivered,” but nothing has arrived. That’s definitely not the experience we want for you.

Just to clarify, we do use third-party courier partners, and while most deliveries go through smoothly, occasionally tracking updates can be ahead of the actual drop-off or mis-scanned during transit. It doesn’t mean your order isn’t genuine or that it won’t arrive—it usually points to a courier tracking issue that needs a closer look.

We can absolutely help you get to the bottom of this. If you can, please reply with: Your order number and the delivery address used.

We’ll then raise this directly with the courier and investigate what’s happened with your parcel. If it’s been marked as delivered in error, we’ll work on getting a resolution sorted for you ASAP.

Also, just to reassure you, our reviews and store are all from genuine customers, and we take delivery issues seriously when they come up.

You can also reach us anytime at info@stepone.life if that’s easier for follow-up or updates. We’ll stay on this with you until it’s resolved.


Warm regards,
Joyce
Step One CX Team