I ordered two items this week and paid for express shipping. I received my order within the express shipping time frame.
One item was correct and I am happy with the quality and fit of the item. The other item wasn't what I ordered. The order tag on the item reflected the item I ordered but the contents was not correct. I ordered a black swimsuit and this was a coral colored item that isn't even a similar style or cut.
I called the customer service to remedy the issue. The rep escalated to a supervisor and told me I had to return the incorrect item and only when it was received I could re-order (yes, re-order vs giving the item I originally ordered). I explained this is not acceptable and I would like the item I ordered expressed shipped back to me. I have no issues returning the item that was not correct but I'm not waiting or being further penalized for the error was made on your side.
The rep was indignant about the rules and I requested to speak to a supervisor. The supervisor repeated the same policy. I continued to remind her this issue was not one I created and should be be penalized for it. She then told me the item I ordered was no longer in stock.
I had to ask about receiving a refund for the shipping that I paid for the item and to ensure I will get the credit back on my credit card and not in their version of store credit. I'm awaiting an email that confirms what we agreed. I understand online only retailers probably have a fair amount of fraud and have rigid return policies to deter such behavior, but there is no reason to treat a customer like they are a criminal. This mistake was made by your employees and you're making the customer pay for this mistake.
This is a perfect example of a company that has decent products and pricing but the customer service is horrible. I won't be a returning customer.
Product or Service Mentioned: Swimsuits For All Shipping Service.
Reason of review: Poor customer service.
Preferred solution: Your policy on returns should not include errors made on behalf of your employees. The reps need to be better trained on how to handle these situations and be empowered to retain the customer vs lose them..
I liked: Variety of items.
I didn't like: Poor packing policies that impact customers, Return policy for packing errors.