I reviewed the customer account after reading the complaint. The customers account shows our CS department left messages for the customer regarding the return status. However, we have determined to replace the suit and we are shipping the
exchange/replacement suit to the customer today. Please advise if any further action needs to be taken. Thank you
The customer was reimbursed for half of the original sale ($11.62) on 10/19/17. She was not reimbursed the entire amount because the item was used prior to return.We stand behind our products and service. We apologize for the inconvenience
The customer indicated in more than one email that she understood all rashguards needed to be returned for full credit. There is email verification that shows customer confirming she will be returning the rashguards and confirming she received the [redacted] Call Tag for the return (it was issued in March 2017). She also indicated in a later email that she was going to order more rashguards from another company since she was not confident the ones purchased from us would hold up after the first 3 failed. We refunded her for the initial three that did not hold up. We put a return in our system for all of them and would issue the credit balance once they were returned to us. I apologize this went on as long as it did, I understand there was back and forth about replacements, but this was not contingent upon the return. She said she was not comfortable using any more of the rashguards so we expected the return to come back to us in March. Replacement discussions could have continued separate from the return. The call tag was emailed in March which is when the return was expected to be received. We would have credited her for the rashguards at that time. We will still accept the return of the rashguards and we will credit her for the balance once received.
Initial Business Response /* (1000, 5, 2016/06/28) */
The Lifeguard Store return policy as noted on the website states that the customer is responsible for the shipping on all returns. The restocking fees only apply to items drop-shipped directly from the manufacturer. This return is not subject...
to a restocking fee. A return authorization was set up on June 14, 2016 and as soon as the products are returned a refund will be processed.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When asked about the restocking fee...they said that was their return policy. They are rude and the way they sent the items to me with no paperwork inside an package. Also, like I said there is something wrong with these items. They are either sized wrong or very poorly made.
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.
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. Thank you very much for your help. I was not getting any satisfaction from dealing with the company directly. I very much appreciate the Revdex.com.
Customer purchased 12 rashguards with custom logos screened on 12/28/16. She contacted [redacted] in late January via email regarding fading issues on 3 of the 12 rashguards. Customer indicated the other 9 had not been used. [redacted] set up a Return (#[redacted]) for the rashguards and a...
return UPS label was emailed to customer for the return of the items. The customer acknowledged via email that she understood the rashguards were to be returned and that she received the UPS return label. A credit for $65.19 was set up for the 3 that were used and applied back to customers credit card based on pictures sent to [redacted] on these three. The balance of the amount would be credited once we received the 9 unused rashguards back. We never received the rashguards back from customer so the balance was never credited. The balance of the credit will be applied once we receive 9 unused rashguards back from customer.
We have reviewed this complaint and supporting documents, and have decided to reimburse for the total amount of $120.00. We posted 50% return to customer ($60.00) on 3/8/17, so she should see a credit from [redacted] soon for this amount. The additional 50% ($60.00) will be posted by us...
within the next 24 hours, but [redacted] will then reimburse the customer. So, there most likely will be 2 credits to customer credit card from [redacted]. We apologize for this inconvenience.
I am rejecting this response because:I said only a couple had been used initially on February 13. I explained to them that after the months I waited to do a new order with them that every one of the rash guards had to be used because of how quickly they stretched out to 3x the size AND faded. I agreed to send back whatever ones had not been used when [redacted] had sent a quote for the new order (which I waited months for them to fill and they STILL don't have the stock to fill it). I held on to these defective items for all that time but the new order was never placed. [redacted] said that they had not seen any issues with the rash guards, yet [redacted] told me over the phone they had to send replacements to many different people due to issues which is why they were out of stock and that the photos they provided were enough. Why is a photo not enough in my case? I feel like I am being singled out now. I have sent multiple images to show the issues I had. All of the items were exactly the same brand with the same issues. This entire process went on way too long and I had to contact [redacted] on multiple occasions to get an update. HORRIBLE customer service. Stand by your product!!! They were clearly defective and [redacted] had even confirmed this, just give me my money back so I can go on with my life.
I reviewed the customer account after reading the complaint. The customers account shows our CS department left messages for the customer regarding the return status. However, we have determined to replace the suit and we are shipping the
exchange/replacement suit to the customer today. Please advise if any further action needs to be taken. Thank you
The customer was reimbursed for half of the original sale ($11.62) on 10/19/17. She was not reimbursed the entire amount because the item was used prior to return.We stand behind our products and service. We apologize for the inconvenience
I have contacted Mr*** and will get him reimbursed for all items returned
The customer indicated in more than one email that she understood all rashguards needed to be returned for full credit. There is email verification that shows customer confirming she will be returning the rashguards and confirming she received the [redacted] Call Tag for the return (it was issued in March 2017). She also indicated in a later email that she was going to order more rashguards from another company since she was not confident the ones purchased from us would hold up after the first 3 failed. We refunded her for the initial three that did not hold up. We put a return in our system for all of them and would issue the credit balance once they were returned to us. I apologize this went on as long as it did, I understand there was back and forth about replacements, but this was not contingent upon the return. She said she was not comfortable using any more of the rashguards so we expected the return to come back to us in March. Replacement discussions could have continued separate from the return. The call tag was emailed in March which is when the return was expected to be received. We would have credited her for the rashguards at that time. We will still accept the return of the rashguards and we will credit her for the balance once received.
Initial Business Response /* (1000, 5, 2016/06/28) */
The Lifeguard Store return policy as noted on the website states that the customer is responsible for the shipping on all returns. The restocking fees only apply to items drop-shipped directly from the manufacturer. This return is not subject...
to a restocking fee. A return authorization was set up on June 14, 2016 and as soon as the products are returned a refund will be processed.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When asked about the restocking fee...they said that was their return policy. They are rude and the way they sent the items to me with no paperwork inside an package. Also, like I said there is something wrong with these items. They are either sized wrong or very poorly made.
I called the customer and apologized for the service she received and any inconvenience, we will get her credit card refunded.
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.
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. Thank you very much for your help. I was not getting any satisfaction from dealing with the company directly. I very much appreciate the Revdex.com.
Customer purchased 12 rashguards with custom logos screened on 12/28/16. She contacted [redacted] in late January via email regarding fading issues on 3 of the 12 rashguards. Customer indicated the other 9 had not been used. [redacted] set up a Return (#[redacted]) for the rashguards and a...
return UPS label was emailed to customer for the return of the items. The customer acknowledged via email that she understood the rashguards were to be returned and that she received the UPS return label. A credit for $65.19 was set up for the 3 that were used and applied back to customers credit card based on pictures sent to [redacted] on these three. The balance of the amount would be credited once we received the 9 unused rashguards back. We never received the rashguards back from customer so the balance was never credited. The balance of the credit will be applied once we receive 9 unused rashguards back from customer.
We have reviewed this complaint and supporting documents, and have decided to reimburse for the total amount of $120.00. We posted 50% return to customer ($60.00) on 3/8/17, so she should see a credit from [redacted] soon for this amount. The additional 50% ($60.00) will be posted by us...
within the next 24 hours, but [redacted] will then reimburse the customer. So, there most likely will be 2 credits to customer credit card from [redacted]. We apologize for this inconvenience.
I am rejecting this response because:I said only a couple had been used initially on February 13. I explained to them that after the months I waited to do a new order with them that every one of the rash guards had to be used because of how quickly they stretched out to 3x the size AND faded. I agreed to send back whatever ones had not been used when [redacted] had sent a quote for the new order (which I waited months for them to fill and they STILL don't have the stock to fill it). I held on to these defective items for all that time but the new order was never placed. [redacted] said that they had not seen any issues with the rash guards, yet [redacted] told me over the phone they had to send replacements to many different people due to issues which is why they were out of stock and that the photos they provided were enough. Why is a photo not enough in my case? I feel like I am being singled out now. I have sent multiple images to show the issues I had. All of the items were exactly the same brand with the same issues. This entire process went on way too long and I had to contact [redacted] on multiple occasions to get an update. HORRIBLE customer service. Stand by your product!!! They were clearly defective and [redacted] had even confirmed this, just give me my money back so I can go on with my life.