I am sorry to hear the you have rejected our offer of full store creditWe do not have any communications on file to substantiate your claims Our offer still stands if you change your mind Thanks***
Hello,I am sorry to hear about your experienceI looked into your account and saw quite a bit of correspondence between you and your customer service reps.Our policy does state that exchanges will be shipped back to us at the customers expense and will
be shipped back to you via Priority at our expenseSince you requested Overnight Shipping on the package coming back to you, that is why you were charged the extra amountOtherwise, we would have shipped the exchange for Free via *** Priority.I can completely understand your frustration with shipping delays, Whenever a package is delayed, ands has left ***, we always recommend that the customer call their local Post office since that is the fastest way for them to locate their shipmentBecause there are post offices in your city, we rely on the customer to know what Post Office services their home address.I would like to offer you a refund on your overnight shipping cost as show of our commitment to resolving this matterPlease contact me directly at : *** if you would like to proceed with the Shipping Refund. Sincerely,*** ***
Thank You for notifying us of this matterWe understand that any delay in refunds or credits can ben very disruptiveI personally speak to *** to find out what the delay was being caused by and requested that a new refund request be proceed immediatelyI waited on hold until I received a
Refund Confirmation Order. Transaction ID: ***I was assured your refund had been processed effectiveimmediately. Please confirm within your account and let me know if there is anything else that I can assist you with.For your trouble, I would like to offer you a free kids monofin or swim top, please email me at *** to let me know your choice or if you need anything moving forward. Once again , I would like to apologize for the delay in receiving your refund credit With Kind Regards ***
Hello ***,Thank you for your responses, We reviewed your account and have sent you out a new replacement product free of charge several weeks agoAn email confirming the new tracking number was sent as well.*** USPS Priority MailAccording to the USPS, it was delivered to
your addressWe apologize for any misunderstanding regarding return timeWe do give a little extra time for returns and exchanges during the Christmas season, therefore your eligibility was correct. In addition to sending out a new product , we would also like to offer you a complimentary matching top for your patiencePlease contact us to determine the size and style you wish us to send.Please let us know if you have any questions or concerns Sincerely,***
Zero stars
Ordered on Thanksgiving day, haven’t received product. Inquired about shipment and was informed my order had been cancelled. I didn’t want to cancel, just wanted my mermaid tail. Way to go swim tails! Thanks for ruining Christmas!
We placed an order on September 3 and still have not received it, no return emails or phone calls! It is now November 6. I have emailed several times and have not received an return response. I have called several times, but am directed to leave a voice mail then am hung up on before I can leave a message. This is extremely unprofessional! I paid nearly $900 for two tails and skins.
Hello,We are sorry that you feel you have not been treated correctly. Our return policy is clearly displayed on our website along with the printed material included with your product. We offer a 30 days guarantee on our products. For products that are unused, we offer a full refund. For...
products that are used we offer a free replacement .We have searched our records and have not found any emails or written communications from you regarding any issues with your order. Please forward us any correspondence that you felt was unacceptable .
Hello, I remember speaking with you about exchanging the smaller top for a larger adult more expensive top which costs $29.98. The 2 items are different in price the one you ordered was $24.98. You didn’t want to pay the different and you wanted a refund. We told you it takes 2-3 weeks for a...
refund. You received your product on 4/6/17 we spoke on ** on 4/12 Refunded on 4/28. We love happy customers and again we are sorry that you were unhappy with your experience. We would also like to offer you a discount towards a future purchase. If you are interested, please reach out to us directly at [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 $10 for shipping again!! They are a scam, and I will never order from them again or accept any discounts from them.
Sincerely,
[redacted]
Hello [redacted],Thank you for voicing your concern. I 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 in. After 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 items. Please note this policy is clearly displayed on our site and on the printed material that arrived with your product. When 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 us. I looked through the correspondence but I could not substantiate some of the things that you claim you said to us. If 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 [redacted]
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.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The companies response to my complaint is totally inaccurate. I 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 did. When the package first arrived to my residence and I opened the box, there was only the mermaid tail with NO wrapping or invoice enclosed. I immediately called the company complaining how there was no invoice, only the loose mermaid tail. They advised me to tape the order number on the tail and ship it back. IT WAS NEVER USED BY US. I PAID 44.00$ TO RETURN IT. I 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 concerns. My 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 ordered. I...
believe the delay in response do to the invalid email was what caused the order to ship beyond the 3 - 4 business day window that we promise for expedited order. I 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,[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 [redacted]
Hello [redacted],This is [redacted], the owner of SwimtailsI am sorry to hear about your experience. We understand that it is very disappointing when a product gets damaged. That is why we offer as 30 day replacement warranty on all of our products.We received your email regarding...
your product last week and replied immediately, even corresponding over the weekend when our offices were closed.Since you are within the 30 day replacement guarantee period, we would be happy to send you a Free replacement mermaid skin and ship it via Priority. Please let us know if you would like to go with our "Sport Tail Design" it was created especially for newer mermaids and has no fabric near the tips so it will avoid future damage.Below is a link, we can send you a replacement in any style Sport Tail you would like or we can replace the original item and provide a free set of Tip protectors. (these are silicone patches tach protect the tips from damage) [redacted] We understand that this is a very important thing for your Grandaughter and we want to rectify this for you as soon as possible,Please let us know how you would like to proceed. With Kind Regards,[redacted]
Hello [redacted],This is [redacted], owner of Swimtails, I would like to thank you for voicing your concern and I would be very happy to help shed some light on the refund your referring to.I apologize for any confusion. You initially contacted us on the 11th of July, We responded that we would happily...
refund your money within 3-4 business daysYour refund was processed in full on the 15th. I believe this was in the time frame that we promised. I can not account for how long your financial institution took to restore the funds to your account, however I can confirm that your funds left our account on the 15th. I hope this has answered any questions or concerns that you had regarding your refundI have attached a screenshot of your refund and the date it was process,Please let me know if I can be of any further service to you Thank you for voicing your concern, Sincerely,[redacted]
Hello, we apologize for the delay on the mermaid tail, each and every mermaid tail is made to order right here in [redacted]. Our refund department does refunds every 2-3 weeks, You also let us know on May 17th: “The credit card that was used for purchase was recently closed due to fraud charges. (Not...
Swimtails, not internet). If you are unable to credit back to my account, please let me know alternatives.” We have confirmed the refund was processed. We would also like to offer you a discount towards a future purchase. If you are interested, please reach out to us directly at [redacted]
Complaint: [redacted]
I am rejecting this response because:I do not accept your offer of store credit because I do NOT trust your company. I would love for your company to review any video footage of the packaging of the. Mermaid 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]
I am sorry to hear the you have rejected our offer of full store creditWe do not have any communications on file to substantiate your claims Our offer still stands if you change your mind Thanks***
Hello,I am sorry to hear about your experienceI looked into your account and saw quite a bit of correspondence between you and your customer service reps.Our policy does state that exchanges will be shipped back to us at the customers expense and will
be shipped back to you via Priority at our expenseSince you requested Overnight Shipping on the package coming back to you, that is why you were charged the extra amountOtherwise, we would have shipped the exchange for Free via *** Priority.I can completely understand your frustration with shipping delays, Whenever a package is delayed, ands has left ***, we always recommend that the customer call their local Post office since that is the fastest way for them to locate their shipmentBecause there are post offices in your city, we rely on the customer to know what Post Office services their home address.I would like to offer you a refund on your overnight shipping cost as show of our commitment to resolving this matterPlease contact me directly at : *** if you would like to proceed with the Shipping Refund. Sincerely,*** ***
Thank You for notifying us of this matterWe understand that any delay in refunds or credits can ben very disruptiveI personally speak to *** to find out what the delay was being caused by and requested that a new refund request be proceed immediatelyI waited on hold until I received a
Refund Confirmation Order. Transaction ID: ***I was assured your refund had been processed effectiveimmediately. Please confirm within your account and let me know if there is anything else that I can assist you with.For your trouble, I would like to offer you a free kids monofin or swim top, please email me at *** to let me know your choice or if you need anything moving forward. Once again , I would like to apologize for the delay in receiving your refund credit With Kind Regards ***
Hello ***,Thank you for your responses, We reviewed your account and have sent you out a new replacement product free of charge several weeks agoAn email confirming the new tracking number was sent as well.*** USPS Priority MailAccording to the USPS, it was delivered to
your addressWe apologize for any misunderstanding regarding return timeWe do give a little extra time for returns and exchanges during the Christmas season, therefore your eligibility was correct. In addition to sending out a new product , we would also like to offer you a complimentary matching top for your patiencePlease contact us to determine the size and style you wish us to send.Please let us know if you have any questions or concerns Sincerely,***
Zero stars
Ordered on Thanksgiving day, haven’t received product. Inquired about shipment and was informed my order had been cancelled. I didn’t want to cancel, just wanted my mermaid tail. Way to go swim tails! Thanks for ruining Christmas!
We placed an order on September 3 and still have not received it, no return emails or phone calls! It is now November 6. I have emailed several times and have not received an return response. I have called several times, but am directed to leave a voice mail then am hung up on before I can leave a message. This is extremely unprofessional! I paid nearly $900 for two tails and skins.
Hello,We are sorry that you feel you have not been treated correctly. Our return policy is clearly displayed on our website along with the printed material included with your product. We offer a 30 days guarantee on our products. For products that are unused, we offer a full refund. For...
products that are used we offer a free replacement .We have searched our records and have not found any emails or written communications from you regarding any issues with your order. Please forward us any correspondence that you felt was unacceptable .
Hello, I remember speaking with you about exchanging the smaller top for a larger adult more expensive top which costs $29.98. The 2 items are different in price the one you ordered was $24.98. You didn’t want to pay the different and you wanted a refund. We told you it takes 2-3 weeks for a...
refund. You received your product on 4/6/17 we spoke on ** on 4/12 Refunded on 4/28. We love happy customers and again we are sorry that you were unhappy with your experience. We would also like to offer you a discount towards a future purchase. If you are interested, please reach out to us directly at [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 $10 for shipping again!! They are a scam, and I will never order from them again or accept any discounts from them.
Sincerely,
[redacted]
Hello [redacted],Thank you for voicing your concern. I 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 in. After 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 items. Please note this policy is clearly displayed on our site and on the printed material that arrived with your product. When 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 us. I looked through the correspondence but I could not substantiate some of the things that you claim you said to us. If 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 [redacted]
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.
Sincerely,
[redacted]
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.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The companies response to my complaint is totally inaccurate. I 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 did. When the package first arrived to my residence and I opened the box, there was only the mermaid tail with NO wrapping or invoice enclosed. I immediately called the company complaining how there was no invoice, only the loose mermaid tail. They advised me to tape the order number on the tail and ship it back. IT WAS NEVER USED BY US. I PAID 44.00$ TO RETURN IT. I 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 concerns. My 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 ordered. I...
believe the delay in response do to the invalid email was what caused the order to ship beyond the 3 - 4 business day window that we promise for expedited order. I 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,[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 [redacted]
Hello [redacted],This is [redacted], the owner of SwimtailsI am sorry to hear about your experience. We understand that it is very disappointing when a product gets damaged. That is why we offer as 30 day replacement warranty on all of our products.We received your email regarding...
your product last week and replied immediately, even corresponding over the weekend when our offices were closed.Since you are within the 30 day replacement guarantee period, we would be happy to send you a Free replacement mermaid skin and ship it via Priority. Please let us know if you would like to go with our "Sport Tail Design" it was created especially for newer mermaids and has no fabric near the tips so it will avoid future damage.Below is a link, we can send you a replacement in any style Sport Tail you would like or we can replace the original item and provide a free set of Tip protectors. (these are silicone patches tach protect the tips from damage) [redacted] We understand that this is a very important thing for your Grandaughter and we want to rectify this for you as soon as possible,Please let us know how you would like to proceed. With Kind Regards,[redacted]
Final Consumer Response /* (2000, 8, 2015/10/07) */
My complaint against swim tails has been resolved. Thank you Sent from my iPhone
Hello [redacted],This is [redacted], owner of Swimtails, I would like to thank you for voicing your concern and I would be very happy to help shed some light on the refund your referring to.I apologize for any confusion. You initially contacted us on the 11th of July, We responded that we would happily...
refund your money within 3-4 business daysYour refund was processed in full on the 15th. I believe this was in the time frame that we promised. I can not account for how long your financial institution took to restore the funds to your account, however I can confirm that your funds left our account on the 15th. I hope this has answered any questions or concerns that you had regarding your refundI have attached a screenshot of your refund and the date it was process,Please let me know if I can be of any further service to you Thank you for voicing your concern, Sincerely,[redacted]
Hello, we apologize for the delay on the mermaid tail, each and every mermaid tail is made to order right here in [redacted]. Our refund department does refunds every 2-3 weeks, You also let us know on May 17th: “The credit card that was used for purchase was recently closed due to fraud charges. (Not...
Swimtails, not internet). If you are unable to credit back to my account, please let me know alternatives.” We have confirmed the refund was processed. We would also like to offer you a discount towards a future purchase. If you are interested, please reach out to us directly at [redacted]
Complaint: [redacted]
I am rejecting this response because:I do not accept your offer of store credit because I do NOT trust your company. I would love for your company to review any video footage of the packaging of the. Mermaid 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]