Crispy Bikinis

Initial Business Response /* (1000, 10, 2016/07/14) */
Hi *** Thank you so much for taking the time to contact us regarding this incident
We are a tiny, handmade, small business that offers custom bikinis that our customers "design" and select their optionsThere are only two of us here
(my mom and I) who run every aspect of Crispy BikinisUnfortunately, earlier this year my father (and my business partner's, my mom's, husband) was diagnosed with two different types of cancerUnfortunately, this did cause us to get behind on our Production ScheduleWe did take the time to notify all of our customers that we were running late, *** *** was one of the customers contacted regarding the delay in production of her orderWe also gifted *** with a free $Gift Card to use on our website
Since we are a small custom handmade business, we do hold the right to extend lead times for emergency such as this family matterThis policy is clearly stated on our Terms and Conditions Page, at Check Out, and on Scheduled Ship Date eMails
We do try our best to communicate with customes the best we canWe do receive high volume orders and we do start our sewing machines up around 7am each morning and don't turn them off until about 2am the following morningAs trying to get caught up on production, this has unfortunately left us little time for eMailingWe also communicated this to our customers and that we are doing our best to keep in touch but our priority has been completing and shipping out orders as quickly as possible
Brooke ***'s Order #was shipped out to her on July 9, and was delivered to the Shipping Address she provided on July 11, I did send Brooke an eMail when her print lable was shipping and provided this link below in which she can track her shipping
https://tools.usps.com/go/TrackConfirmAction?qtc_tLabels1=XXXXXXXXXXXXXXXXXXXXXX...⇄ /> I have also attached the USPS receipt with Brooke's Label included
Please let us know if there is any other information you need from us
Again, we feel so bad about the delay in production and shipment for Brooke's order
CRISPY BIKINIS is not a hobby for us, it is our livelihood and we do not have the luxury of shutting down our businessWe do acknowledge that this may be an issue for our customers, and that is why do accomodate them with Gift Cards for the inconvenience and try to communicate with each of them as much as we can during late production and during our family emergency
Our intention is to make a fun, customized shopping experience for every customerWe appreciate every order that comes our way and each item is definitely hand made with love
Thank you *** so much for your time! We do appreciate it
CRISPYBIKINIS
handmade with love in California

Initial Business Response /* (1000, 8, 2015/12/07) */
Hello!
Thank you for taking the time to speak with me earlier this week. I'm not sure if you would like me to send to you all of the correspondance between [redacted] and us. We have over 30+ eMails of conversation and I do not want to inundate...

your inbox.
We have handmade and shipped [redacted] everything that she had ordered from us. It looks like she feels we owe her $150; for what, we are not sure. I will outline our transaction with [redacted] for you.
[redacted] originally ordered a custom bikini and a pair of custom shorts from us. We filled her order and shipped it to the address she provided within our standard lead-time. Upon receiving her order, she was charged a Customs Fee, since her shipping address was out of the USA. We sent her written confirmation on our policy on Custom Fee's prior to purchasing. She was aware that we do not pay that fee. [redacted] was insistant that we pay and was upset when we told her that it is not our policy to do so.
Once receiving her purchased items, she decided that she did not like the pattern/material on the shorts and would like to exchange it for a new pair. Because she was upset regarding the Customs Fee, we offered to make her a new pair of shorts in a different pattern/material and send them to her at no cost OR we would issue her a gift card which she could use on whatever she chose, as well as keep the original pair of shorts. [redacted] chose the gift card, which we issued immediately. She then ordered a bikini, which was handmade to order for her and shipped.
[redacted] has the two items that she purchased as well as the bikini she purchased with the complimentary gift card we gave to her at no cost. There are no outstanding funds due to [redacted]. She has received $50 in free product from us along with the two items that she had originally purchased. We are not sure of her reason for reporting our business to the Revdex.com. We feel that we have gone above and beyond to take care of [redacted].
We have over 30 letters of correspondance with [redacted]. If you would like us to send/forward all of the eMails, please let us know and we will do so as soon as possible.
Thank you so much for all of your assistance with this issue. Feel free to eMail or contact me via cell [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/12/17) */
I've reviewed the company's feedback and unfortunately I am not safisfied. I included all the correspondence between the company when I filed my complaint initially, but I reccomend you take the emails from them as they offered, because it may include the swatches of fabric they said was in stock and would be used on my order.
Let me begin by saying my order was 100% customized. They sent me swatches of IN STOCK fabric.
As I said in my complaint, I was sent a pair of custom shorts that hadn't been made with any of the 4 patterns I selected. What they did was ship me a pair of premade shorts - I know they were premade because they were advertised on the website in their shop. I saw them while I was browsing! This is something the company explicitly promises it doesn't do, even if material ran out. However the material I chose wasn't even advertised on the website, so how could it run out?
In the correspondence you will see that they actually offer to send me the right shorts free of charge, saying that the fabric that they "ran out of" was in stock. I waited all summer and they lied about the intention of ever righting this problem. This is all in the document of evidence I attached to my claim.
When I called them out on not sending me the shorts, they sent me a gift card. I paid for expedited shipping within the USA, an extra $30, so that a friend could bring it with her to visit. The company sent an estimated shipping date, which passed. I emailed the company, it was ignored. I had no order until the day I filed my complaint, which was about a month after I ordered. Well out of the 3-7 days that I paid for. Again, this all in the correspondence I attached to my file.
Secondly, they failed to acknowledge that the bathing suit they sent me has deterioriated because of the poor workmanship.
[redacted] mentioned I was upset at the customs fee. Of course I was. Her company didn't mention the possibility of that at all, and I especially figured due to the heft shipping costs, that I had paid in full. I'm not asking for that money back.
I would still like a full if not partial refund, at the very least for the additional money I wasted on the "expedited" shipping. You will see in the correspondence she offered to send me an order valued at $102 before silently emailing me a $50 gift card instead. I'd also like to have that remaining $50 back in my pocket so I can buy a bathing suit to replace the one her company pawned off on me. They have been unprofessional from then start. They don't answer emails, I have actually witnessed their inbox become full and had emails bounce back. You will see the lapse in time from when I write to when they responded - for everything except placing my order that is.
Please let me know what next steps I need to take.
Final Business Response /* (4000, 13, 2015/12/28) */
Below is Crispy Bikinis Exchange Policy
Exchange Policy
Crispy Bikinis #1 priority is customer satisfaction and we proudly offer the highest quality of goods, all of which are designed and handmade by [redacted] and [redacted] in our studio in Southern California. All sales are final. No refunds. We are happy to replace or exchange size or style if it is within 10 days of your delivery date. Due to U.S. Health Regulations, suits that are worn, soiled, damaged or laundered will not be accepted. Goods sold are non-refundable.
In order to exchange, you must first request an Authorized Exchange Form. Any product received after 21 days will not be accepted. Once we receive your return we will determine that it has been sent back to us in the same, perfect condition in which it was shipped to you. Please allow 3-10 business days to receive shipping confirmation. Return shipping charges are your responsibility.
For Exchanges Please eMail [redacted]@crispybikinis.com to obtain an Authorized Exchange Form.
We do have our Exchange Policy clearly listed on all of the following:
our Customer Service page (link: http://www.crispybikinis.com/pages/customer-service) listed about 3 sections down
link is listed on each Product Page (http://www.crispybikinis.com/products/muse-suit-10)
at the Check Out process
and also on our Scheduled Ship Date Confirmation eMail see attachment (this eMail is sent shortly after order is placed and payment is cleared)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The credit was issued back to the credit card. This company is a joke, I'd like to keep the complaint on record so others are...

aware of the misleading and irresponsible ways they conduct their business.