Step One Reviews 54,940

Reply from Step One

Apr 20, 2026

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

Reply from Step One

Apr 19, 2026

Hi Kevin,

Thanks, and really appreciate the 5-star sentiment, even if this delivery didn’t quite land the way it should have.

Sorry to hear your parcel arrived in that condition. 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.

We understand it’s not ideal opening a parcel like that with everything loose inside, and we’re sorry for the hassle it’s caused. If anything is missing or damaged, we’re more than happy to look into it and make sure you’re looked after properly—just send through a couple of photos of the parcel and contents, along with your order details.

If you need anything further or want us to check your order specifically, feel free to reach out anytime at info@stepone.life, and we’ll get onto it for you quickly.


Warm regards,
Joyce
Step One CX Team

Reply from Step One

Apr 19, 2026

Hi Rick,

Thanks, and really appreciate you sharing your thoughts with us.

Great to hear you’re happy with the quality overall 👍 and we hear you on the fit feedback. The Step One Men's Trunk style is designed to be a shorter leg cut compared to the Boxer Briefs, but we understand the preference for that in-between length so it doesn’t ride too long on the leg. Feedback like yours is really helpful for us when looking at future range and sizing improvements.

On the bigger sizes and colour/print range — also a fair point. We’re always working on expanding both our size inclusivity and colour/pattern options, so it’s good to know there’s demand there. We’ll make sure this gets passed on to the team as we continue developing the range.

If you ever need help finding the best fit between Trunk and Boxer Brief styles, or want a bit of guidance on sizing, we’re more than happy to help steer you in the right direction.

Feel free to reach out anytime at info@stepone.life if you’ve got any questions or want to chat further—we’ve got you.

Thanks again for taking the time to share your feedback, and we’re glad you’re enjoying them overall.



Warm regards,
Joyce
Step One CX Team

Reply from Step One

Apr 19, 2026

Hi Gabe,

Thanks, and really appreciate you giving them a try and sharing such detailed feedback.

Sorry to hear the waistband wasn’t comfortable for you. Step One is designed with a supportive elastic waistband for a secure fit, but we totally understand that everyone’s comfort levels and sensitivities are different — especially around elastic. That “snug but comfy” feel can land differently depending on body shape and preference, and it sounds like the waist just wasn’t the right match for you this time.

Great to hear the legs and lightweight feel worked well though 👍 That’s always a big win on the design side.

We really appreciate your note about improving the waistband. Feedback like this is exactly what helps us, so we’ll make sure it’s passed on to our product team. If you ever decide to try us again, we’d be more than happy to help guide you on fit or recommend options that might feel more comfortable for you.

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


Warm regards,
Joyce
Step One CX Team

Reply from Step One

Apr 19, 2026

Hi Timothy,

Thanks, and really appreciate you giving them a go and sharing your thoughts.

Sorry to hear the size didn’t quite line up for you. Step One is designed with a more fitted, supportive cut compared to standard underwear sizing, so they can feel a bit tighter than what you might expect from regular clothing sizes. For example, someone who wears a 32” waist in pants or a M in shorts can sometimes find they sit between sizes in our range, depending on personal preference for fit.

Great to hear you’re happy with the quality though—that’s something we put a lot of focus into 👍

If you’re thinking of trying again in the future, going up a size is usually the best call when you’re in between or prefer a bit more room to move. We’re also always happy to help with sizing advice before you order to help get it right the first time.

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

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


Warm regards,
Joyce
Step One CX Team

Reply from Step One

Apr 20, 2026

Hi there,

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

Sorry to hear there was an issue with your order, especially receiving the incorrect colour in one of the pairs. That’s not what we want for you, and we completely understand how disappointing that would be when you’re expecting everything to arrive spot on.

On the service side, we hear your frustration around getting in touch. We do offer support via our contact channels, and we’re always working on making that experience smoother and more responsive. Your feedback here is genuinely helpful and will be passed on to the team.

Regarding returns, we understand it can feel a bit rigid. Our process is designed to ensure hygiene standards are maintained for underwear products, which is why there are specific steps involved and why return shipping isn’t covered. That said, we know it’s not always the most convenient experience, and we’re always looking at ways to improve clarity and simplicity where we can.

If you’d like us to look into the incorrect item you received or help make this right, we’re more than happy to assist—just send through your order details and a photo of the items, and we’ll take it from there.

You’re also welcome to reach out anytime at info@stepone.life if you’ve got further questions or want a hand with anything else—we’re here to help.

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


Warm regards,
Joyce
Step One CX Team

Reply from Step One

Apr 20, 2026

Hi Sharon,

Thanks, and really sorry to hear about the frustration you’ve had with your recent replacements.

First up, we’re glad the initial replacements were sorted quickly for you, but we’re genuinely sorry if the way it came across made you feel like the issue was being put back on you. That’s not the experience we want to leave you with at all. When looking into wear issues, our team may ask about sizing or washing just to understand all possible factors, but we absolutely appreciate that it can sometimes feel a bit pointed, and we’ll take that feedback on board.

We’re also really sorry to hear the second replacement you received was the wrong product (men’s instead of women’s). That’s clearly not right, and we understand how disappointing that would be after already going through the process once.

We want to get this properly sorted for you. If you can, please reply with: Your order number and a photo of the incorrect item you received

We’ll make sure the correct replacement is arranged for you as quickly as possible. You can also reach us anytime at info@stepone.life if that’s easier for updates or follow-up questions.


Warm regards,
Joyce
Step One CX Team

Reply from Step One

Apr 18, 2026

Hi Robert,

Thanks for reaching out and for sharing your review.

We’ve checked your order, and it looks like you purchased our regular Boxer Briefs. If you’re after a pair with a fly opening, we’d recommend trying our Boxer Brief Fly variant instead.

We do also offer a one-time First Pair Guarantee, so if you’d like to try a different style, we’d be happy to help arrange that for you. If you still have any unopened items, keep them sealed. You can send them back for an exchange as well.

Feel free to email us at info@stepone.life, and we’ll be happy to check and assist further.

Best regards,
Stephanie
Step One CX