Metro Swim Shop

From: [redacted] [mailto:[redacted]] Sent: Tuesday, January 06, 2015 2:14 PMTo: [redacted]Subject: Website: Complaint Response Business Response to a ComplaintComplaint ID#:[redacted]Company Name:Metro Swim ShopCompany Contact:[redacted]...

[redacted]Company Phone:[redacted]Company Email:[redacted]Person Who Sent the Complaint:[redacted]Staff Member:[redacted]Response:On 12/9/2014 a refund check was sent to the customer [redacted]. The check amount was $47.95 ($41.95 jacket + $6.00 embroidery)check #15756. Confirmation from my controller confirms that it was cashed on 12/23/2014. IF any other information is needed feel free to contact me at anytime.

[redacted] original championship suit was lost in the mail by [redacted]. Unfortunately, our staff did not handle her issue in an appropriate manner when she first called and spoke with Lenny on 7/3/17. I spoke with her today, 7/10/17, to let her know our staff will be trained better for future customer...

service issues such as hers. [redacted] should have been offered a full refund if she didn't still need the suit or been sent a new suit via next day air on the day of her call if she still wanted the suit. Her credit card has been refunded the full amount of $468.00 today. I hope she will come back to do business with us at some future date but completely understand her frustration with this specific order.

Review: Metro Swim Shop took orders for a team jacket and pants at the team site on September 21, 2014. I paid for both by check. At the time we were told that pants and jackets were required for the team. On September 23rd our coach revised the rule and told us that the pants were not required, and gave us an email contact at Metro Swim shop to cancel the item. I sent a message to the email address given to me on September 23rd to cancel the pants. I received a reply confirmation from [redacted] that day that I would receive a refund (copied below).

When the orders arrived the pants that I cancelled were sent to me. I sent an email to Metro Swim to inform them of the error, and did not receive a reply, but only a shipping label. I sent the pants back using the shipping label. Though Metro Swim cashed my check for $124.26 on September 30th, I never received a refund for the pants, which is $47.95 ($41.95 pants plus $6.00 embroidery). I called Metro Swim on November 14th and was told by someone named [redacted] that a check would be put in the mail. The next day the pants were sent back to me with a form letter stating they could not be returned because of the embroidery. I tried calling Metro Swim twice, and spoke to someone named [redacted] (refused to give last name) today (12/2/14) to explain the situation. He asked me to forward the email and that he would look at it tomorrow, that he had "more important things to do today". In our conversation he was extremely rude and dismissive of my frustration in the time it has taken to resolve this issue. I don't believe he intends to do anything to resolve this and refund my money. I'm afraid an outside party will have to intervene.Desired Settlement: Refund for $47.95 plus tax. I will send the pants back (again), but only once I get refunded and a pre-paid shipping label is sent to me.

Business

Response:

From: [redacted] [mailto:[redacted]] Sent: Tuesday, January 06, 2015 2:14 PMTo: [redacted]Subject: Website: Complaint Response

Review: Terrible customer service. They sent the wrong suit. Then they waited 4 days to order a new one. My daughter didn't have a team suit for her first meet. Even though they had plenty of time to fix the issue. When the right suit finally came they sent two. After three phone calls, numerous emails, and three boxes at my house now I have to package up the wrong suites and send them back. No compensation for all my time spent dealing with their mistakes. All I got was 'I'm sorry' from customer service. Do not order from this company. They don't care about their customers.Desired Settlement: I spent several hours dealing with this company to try and get the correct product delivered. The product was wrong the first time then delivered but too late due to their incompetence the second time and they sent a second suit which they then expected me to return. I'd like to request a refund of the monies spent on the swim suit I purchased as compensation for my time calling/emailing/returning swim suits....and the discomfort my daughter had to experience being the only member of her team with the wrong suit for her very first swim meet.

Business

Response:

Wrong suit was sent originally. Upon call from customer on 9/4 another suit in correct color was sent unfortunately travel time from New Jersey to Washington is about 5 days. Also on 9/5 there was a prepaid return label emailed to the customer. In the mean time an extra suit was sent out. Once we were notified of 2nd delivery on 9/16 there was another prepaid UPS return label emailed to the customer. As well on 9/16 the customer was refunded to the credit card used on the original order for 10% of the original purchase do to the mistakes that we had made. As of 9/25 we have received the incorrect suit as well as the extra suit back. The customer is requesting a refund for a suit that is still in there possession which we will be refunding on 9/26.

Review: I had ordered an item online and was sent a lesser priced item with no explanation as to the variation in cost. I returned the item to the vendor and they again sent me the lesser-priced item, again with no explanation. I believe this is a "bait and switch" action.Desired Settlement: That others be notified of their possibly illegal business practices.

Business

Response:

Customer has been refunded in full for the entire charge. The refund amount is for $33.45 back to the original purchase method. This was a misunderstanding and hopefully this will resolve customers complaint.