Hello ***,Thank you for voicing your concernI would like to address your concern and help resolve this matter for you in a way you are happy with.When we originally received a Return Request from you, You did not mention that the tail had looked like it had been swam inAfter our first communication I responded that we would be happy to accept a return for full refund, however we could not accept the return of used itemsPlease note this policy is clearly displayed on our site and on the printed material that arrived with your productWhen you were informed of this policy, your reason for return changed when you claimed the item was swam in by someone elsePlease note that it would be impossible for us to send out a used product since each and every order is made upon placing the order at our facility here in Colorado.We do not accept used products as a return, so you could not have received a used product from usI looked through the correspondence but I could not substantiate some of the things that you claim you said to usIf you have emails, stating that we told you" Someone from the Post Office used your Mermaid Tail, then put it back in the package and delivered it to you.please feel free to forward the, to me,I have no record of us saying that.We have subsequently sent the used item back to you , The tracking number is : [redacted] I would like to offer you store credit in the amount you purchased the original tail for as show of good faith to you.I can not accept the claim that we have sent out used swimwear as it would be technically impossible based on our production system and lack of on-site pool.I hope you are willing to accept my offer of store credit for the full amount that you purchased.Please also consider that I am offering you this despite the pending transaction dispute that you filed.Please let me know your thoughts Thanks ***
Complaint: [redacted] I am rejecting this response because:I do not accept your offer of store credit because I do NOT trust your companyI would love for your company to review any video footage of the packaging of theMermaid tail I purchased! The tail was NOT packaged at all and was simply placed in the box unwrapped!!! I am a young mother of two girls and I will tell everyone I know not to trust swim tails! I recently ordered from fin fun and that tail was properly packaged with a much higher safety rating! You said you smelled the tail and it Smelled used? You said it smelled like [redacted] but then said it was used in a bathtub? Well which was it? [redacted] or dial soap? You are ridiculous!!!!!!!!!!! Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They are not telling the truth My niece tried the swimtails and the monofin on in her home Her mother repacked the items the same day She informed me they were not dirty or worn at all I believe my niece's mother She saw them with her own eyes I did not I only shipped the items back I had to remind them several times to send my refund back on the one swimtop, but they did not refund the full price They deducted $for shipping again!! They are a scam, and I will never order from them again or accept any discounts from them Sincerely, [redacted]
Hello,The two items you ordered were shipped [redacted] USPS Priority Mail [redacted] USPS Priority Mail if you would like a refund, please notify us once you get the product and we will send a return label Thanks ***
We refunded this customer as they requested, however the money was delay because they had field a "Dispute" Which can delay the refund process All of this was explained to the customer We acted within our refund policy guidelines as well
Complaint: [redacted] I am rejecting this response because: The companies response to my complaint is totally inaccurateI have no email correspondence because my original complaint was made over the telephone and I was advised in that conversation how to return the item which I didWhen the package first arrived to my residence and I opened the box, there was only the mermaid tail with NO wrapping or invoice enclosedI immediately called the company complaining how there was no invoice, only the loose mermaid tailThey advised me to tape the order number on the tail and ship it backIT WAS NEVER USED BY USI PAID 44.00$ TO RETURN ITI still stand by my original complaint and demand a refund Sincerely, [redacted]
Hello [redacted] ,This is [redacted] , owner of Swimtails I would like to thank you for voicing your concernsMy goal is to assist you in resolving your complaint.I have looked over the notes and I do see that we contacted you to inform you of a back order on one of the products you orderedI believe the delay in response do to the invalid email was what caused the order to ship beyond the - business day window that we promise for expedited orderI apologize for the trouble this has caused you.I show that the order has since shipped, Please let me know how I can be of service to help resolve your complaintI look forward to your reply Sincerely,***
My boyfriend Troy McGill ordered me a tail March of 2018. It was shipped out to us but was the wrong size. We contacted swimtails and they told us to send back only the fabric and they would resize. THEY NEVER SENT IT BACK. Last I heard from them was August 2018 saying they had received the tail and were going to start working on it. We tried calling and emailing countless times after that with no response. I have sumbitted claims with the BBB. The BBB no longer accredits this company due to their lack of response. We paid over $400 for this tail and all I have to show for it is the monofin. It's a scam.
They owe me $338.98! My boyfriend ordered a swimtail fron them for my birthday LAST YEAR. They sent me the wrong size so they told us to send the skin back so they could replace it. 3 months later, never heard from them, never got it back. It has been a year, CANNOT get in touch with them after numerous calls and emails and tickets sumbitted. I even contacted the BBB and submitted a complaint. NOTHING! This is not a legit business, do not buy from them! You'll never be able to contact them if there are any issues and never get your money's worth! I will be filing a lawsuit, they have left me no choice.
Horrible company, they owe me $191.00. They tell me that it was sent to my bank on December 5, 2018. The took the money out of my account on October 31, 2018. From what I’ve been reading they telling a lot of people they put the money back into their account too. I have been emailing Ryan and he has now blocked my emails and blocked me on messenger. He is definitely a crook. Go look at BBB, the company has a F rating. I’m going to write an article in the biggest paper in Colorado about what a scam this company really is. When you tell the truth and have proof of what you say it’s nothing that can be done to you. There is proof all over the internet. Google “Swimtails complaints “
Hello Holly,This is *** ***, owner of SwimtailsI would like to thank you for voicing your concernI appreciate your honesty ands candorI hope to be able to assist you in resolving your complaint. As a parent, I can totally understand your expectations and they aren't wrongI would and
do expect more from our productBefore we release our first Swimtails to the public we tested our fabrics and monofins for all of the above We went through so many to find the best performing fabricWe believe that our fabric would hold up to or perform better than nay of our competition. That being said, your experience does not make me feel goodI would like to help you by offering a free replacement tail skin, I would suggest a "Sport Tail" design since your daughter is younger Our Sport Tail designs are made with the tips exposed so there is no fabric to damage.Please take a look at our Sport Tails section at Swimtails.com and let me know if you would like for me to send one out free of charge Sincerely,***
Hello ***,This is *** *** from SwimtailsThank you for notifying us of your concern, I would like to start by personally apologizing for any Inconvenience this has caused you I understand that there was an issue with one of the seems after using the tail and that we offer to fix it for
freeI am sorry if that solution did not work well for you, I also understand why you were upset when told you had to pay for return shippingI am glad that our Customer Service Manager Clarified our policy and let you know that we in fact were paying for shipping of your tail both ways and that we sent a return label to you vial email. I personally sent that on Monday July 18th after *** confirmed that we would pay for all of the shipping.Please let me express that it has always been our sincere intention to help you and not to escalate the situation in any way.I would like to resolve your complaint, The offer still stands on fixing your mermaid tail for free and free round trip shipping . If you like however, I could just send you a brand new tail at no cost to you and ship it via express so that your daughter may enjoy the new tail while swimming season is still hereThere is no need to return the damaged tail if you prefer a replacement .I would love to get this wrapped up for you as soon as possible , please let me know your thoughtsThank You again for voicing your concernWe have changed our polices on seam fixes to ensure this situation would not repeat itself.Sincerely,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
ThanksWhile I appreciate that a package is finally en route to me, I am not happy with the way I was treated from the very beginningI was promised another package by someone who answered the phone at the company on the 18thI asked for confirmation that they were reshipping a package to meI got no responseAfter the voicemail hung up on me a few times, I sent an e-mailNo responseI finally found the company on *** and sent a messageI finally got a response and some helpI should be receiving a package on Dec23,According to the owner, my original package is also now on its way and should be here by the 26thHe claims the *** lost the package, even though the *** told me they did not receive the package but showed that the company had created a label on the 16thThe owner of Swimtails said that the *** loses their packages all of the timeThat does not bode well for their customersAnd as for my choosing the *** for delivery of my package, when I placed my order no other delivery company was offeredI will let you know if Inreceive my orderI wish this small AMERICAN company wellI just think they could do better and be nicer to their customersGood Customer service is important.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe owner of the company took the time to call me.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
On 5/17/I was told, "We will refund the expedite fee, I am sorry we did not ship in 3-businedd days, the refund takes 2-weeks to be processed and will go back to the credit card used to purchase."The Expedited fee was $30, I was refunded $without explanation for the $difference
Sincerely,
*** ***
Hello,Thank you for your messageWe are well aware of your circumstance and the owner herself has been speaking with you directly to help amend this for you for there past several days.We shipped your original order on Dec 16th per the shipping method you selected,
The package has been listed as MISSING in the *** databaseAs soon as we received conformation that to was lost, we shipped you a brand new product, free of charge, we also paid extra to expedite ship for delivery in time for Christmas.We have serviced over 65,customers over the past 4 years and have never committed Fraud of any kindWe understand the Holidays cane stressful and we regard each and every Holiday Gift as if it were for our own childrenYour new tracking number has been provided to you yesterday by the owner .If there is anything else we can do to assist , please let us know With Kind Regards ,Ryan
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The complete order has not been shipped & I am still being charged for expedited shipmentAlso I still cannot view my order on their website yet as they say I have a valid orderIf the problem is with OS interface not acknowledging or recognizing my email a better error message is needed not having the customer having a workaroundLast but not least callbacks to a customer should show in caller id mermaid tails not a regular landline or cell people who scree their calls may not answer and not delay resolution because of phone tag
Sincerely,
*** ***
Hello ***,Thank you for voicing your concernI would like to address your concern and help resolve this matter for you in a way you are happy with.When we originally received a Return Request from you, You did not mention that the tail had looked like it had been swam inAfter our first communication I responded that we would be happy to accept a return for full refund, however we could not accept the return of used itemsPlease note this policy is clearly displayed on our site and on the printed material that arrived with your productWhen you were informed of this policy, your reason for return changed when you claimed the item was swam in by someone elsePlease note that it would be impossible for us to send out a used product since each and every order is made upon placing the order at our facility here in Colorado.We do not accept used products as a return, so you could not have received a used product from usI looked through the correspondence but I could not substantiate some of the things that you claim you said to usIf you have emails, stating that we told you" Someone from the Post Office used your Mermaid Tail, then put it back in the package and delivered it to you.please feel free to forward the, to me,I have no record of us saying that.We have subsequently sent the used item back to you , The tracking number is : [redacted] I would like to offer you store credit in the amount you purchased the original tail for as show of good faith to you.I can not accept the claim that we have sent out used swimwear as it would be technically impossible based on our production system and lack of on-site pool.I hope you are willing to accept my offer of store credit for the full amount that you purchased.Please also consider that I am offering you this despite the pending transaction dispute that you filed.Please let me know your thoughts Thanks ***
Complaint: [redacted] I am rejecting this response because:I do not accept your offer of store credit because I do NOT trust your companyI would love for your company to review any video footage of the packaging of theMermaid tail I purchased! The tail was NOT packaged at all and was simply placed in the box unwrapped!!! I am a young mother of two girls and I will tell everyone I know not to trust swim tails! I recently ordered from fin fun and that tail was properly packaged with a much higher safety rating! You said you smelled the tail and it Smelled used? You said it smelled like [redacted] but then said it was used in a bathtub? Well which was it? [redacted] or dial soap? You are ridiculous!!!!!!!!!!! Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: They are not telling the truth My niece tried the swimtails and the monofin on in her home Her mother repacked the items the same day She informed me they were not dirty or worn at all I believe my niece's mother She saw them with her own eyes I did not I only shipped the items back I had to remind them several times to send my refund back on the one swimtop, but they did not refund the full price They deducted $for shipping again!! They are a scam, and I will never order from them again or accept any discounts from them Sincerely, [redacted]
Hello,The two items you ordered were shipped [redacted] USPS Priority Mail [redacted] USPS Priority Mail if you would like a refund, please notify us once you get the product and we will send a return label Thanks ***
We refunded this customer as they requested, however the money was delay because they had field a "Dispute" Which can delay the refund process All of this was explained to the customer We acted within our refund policy guidelines as well
Complaint: [redacted] I am rejecting this response because: The companies response to my complaint is totally inaccurateI have no email correspondence because my original complaint was made over the telephone and I was advised in that conversation how to return the item which I didWhen the package first arrived to my residence and I opened the box, there was only the mermaid tail with NO wrapping or invoice enclosedI immediately called the company complaining how there was no invoice, only the loose mermaid tailThey advised me to tape the order number on the tail and ship it backIT WAS NEVER USED BY USI PAID 44.00$ TO RETURN ITI still stand by my original complaint and demand a refund Sincerely, [redacted]
Final Consumer Response / [redacted] (2000, 8, 2015/10/07) */ My complaint against swim tails has been resolvedThank you Sent from my iPhone
Hello [redacted] ,This is [redacted] , owner of Swimtails I would like to thank you for voicing your concernsMy goal is to assist you in resolving your complaint.I have looked over the notes and I do see that we contacted you to inform you of a back order on one of the products you orderedI believe the delay in response do to the invalid email was what caused the order to ship beyond the - business day window that we promise for expedited orderI apologize for the trouble this has caused you.I show that the order has since shipped, Please let me know how I can be of service to help resolve your complaintI look forward to your reply Sincerely,***
My boyfriend Troy McGill ordered me a tail March of 2018. It was shipped out to us but was the wrong size. We contacted swimtails and they told us to send back only the fabric and they would resize. THEY NEVER SENT IT BACK. Last I heard from them was August 2018 saying they had received the tail and were going to start working on it. We tried calling and emailing countless times after that with no response. I have sumbitted claims with the BBB. The BBB no longer accredits this company due to their lack of response. We paid over $400 for this tail and all I have to show for it is the monofin. It's a scam.
They owe me $338.98! My boyfriend ordered a swimtail fron them for my birthday LAST YEAR. They sent me the wrong size so they told us to send the skin back so they could replace it. 3 months later, never heard from them, never got it back. It has been a year, CANNOT get in touch with them after numerous calls and emails and tickets sumbitted. I even contacted the BBB and submitted a complaint. NOTHING! This is not a legit business, do not buy from them! You'll never be able to contact them if there are any issues and never get your money's worth! I will be filing a lawsuit, they have left me no choice.
Horrible company, they owe me $191.00. They tell me that it was sent to my bank on December 5, 2018. The took the money out of my account on October 31, 2018. From what I’ve been reading they telling a lot of people they put the money back into their account too. I have been emailing Ryan and he has now blocked my emails and blocked me on messenger. He is definitely a crook. Go look at BBB, the company has a F rating. I’m going to write an article in the biggest paper in Colorado about what a scam this company really is. When you tell the truth and have proof of what you say it’s nothing that can be done to you. There is proof all over the internet. Google “Swimtails complaints “
Hello Holly,This is *** ***, owner of SwimtailsI would like to thank you for voicing your concernI appreciate your honesty ands candorI hope to be able to assist you in resolving your complaint. As a parent, I can totally understand your expectations and they aren't wrongI would and
do expect more from our productBefore we release our first Swimtails to the public we tested our fabrics and monofins for all of the above We went through so many to find the best performing fabricWe believe that our fabric would hold up to or perform better than nay of our competition. That being said, your experience does not make me feel goodI would like to help you by offering a free replacement tail skin, I would suggest a "Sport Tail" design since your daughter is younger Our Sport Tail designs are made with the tips exposed so there is no fabric to damage.Please take a look at our Sport Tails section at Swimtails.com and let me know if you would like for me to send one out free of charge Sincerely,***
Hello ***,This is *** *** from SwimtailsThank you for notifying us of your concern, I would like to start by personally apologizing for any Inconvenience this has caused you I understand that there was an issue with one of the seems after using the tail and that we offer to fix it for
freeI am sorry if that solution did not work well for you, I also understand why you were upset when told you had to pay for return shippingI am glad that our Customer Service Manager Clarified our policy and let you know that we in fact were paying for shipping of your tail both ways and that we sent a return label to you vial email. I personally sent that on Monday July 18th after *** confirmed that we would pay for all of the shipping.Please let me express that it has always been our sincere intention to help you and not to escalate the situation in any way.I would like to resolve your complaint, The offer still stands on fixing your mermaid tail for free and free round trip shipping . If you like however, I could just send you a brand new tail at no cost to you and ship it via express so that your daughter may enjoy the new tail while swimming season is still hereThere is no need to return the damaged tail if you prefer a replacement .I would love to get this wrapped up for you as soon as possible , please let me know your thoughtsThank You again for voicing your concernWe have changed our polices on seam fixes to ensure this situation would not repeat itself.Sincerely,***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
ThanksWhile I appreciate that a package is finally en route to me, I am not happy with the way I was treated from the very beginningI was promised another package by someone who answered the phone at the company on the 18thI asked for confirmation that they were reshipping a package to meI got no responseAfter the voicemail hung up on me a few times, I sent an e-mailNo responseI finally found the company on *** and sent a messageI finally got a response and some helpI should be receiving a package on Dec23,According to the owner, my original package is also now on its way and should be here by the 26thHe claims the *** lost the package, even though the *** told me they did not receive the package but showed that the company had created a label on the 16thThe owner of Swimtails said that the *** loses their packages all of the timeThat does not bode well for their customersAnd as for my choosing the *** for delivery of my package, when I placed my order no other delivery company was offeredI will let you know if Inreceive my orderI wish this small AMERICAN company wellI just think they could do better and be nicer to their customersGood Customer service is important.*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe owner of the company took the time to call me.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
On 5/17/I was told, "We will refund the expedite fee, I am sorry we did not ship in 3-businedd days, the refund takes 2-weeks to be processed and will go back to the credit card used to purchase."The Expedited fee was $30, I was refunded $without explanation for the $difference
Sincerely,
*** ***
Hello,Thank you for your messageWe are well aware of your circumstance and the owner herself has been speaking with you directly to help amend this for you for there past several days.We shipped your original order on Dec 16th per the shipping method you selected,
The package has been listed as MISSING in the *** databaseAs soon as we received conformation that to was lost, we shipped you a brand new product, free of charge, we also paid extra to expedite ship for delivery in time for Christmas.We have serviced over 65,customers over the past 4 years and have never committed Fraud of any kindWe understand the Holidays cane stressful and we regard each and every Holiday Gift as if it were for our own childrenYour new tracking number has been provided to you yesterday by the owner .If there is anything else we can do to assist , please let us know With Kind Regards ,Ryan
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: The complete order has not been shipped & I am still being charged for expedited shipmentAlso I still cannot view my order on their website yet as they say I have a valid orderIf the problem is with OS interface not acknowledging or recognizing my email a better error message is needed not having the customer having a workaroundLast but not least callbacks to a customer should show in caller id mermaid tails not a regular landline or cell people who scree their calls may not answer and not delay resolution because of phone tag
Sincerely,
*** ***