Vida Soleil

This is a SERIOUS WARNING to all Vida Soleil customers out there. DO NOT BUY from them! This company is a total SCAM! They literally stole $103 from me. They ask for payment but they do NOT deliver items and then they stop responding to emails...Vida Soleil is a SCAM and FRAUD! I bought a bikini top and paid $19 for international shipment to London..it never arrived. They claimed it was received at 4.23am (which is impossible as the offices are closed) they refused to ask the courier for a signature and since then they STOPPED replying to emails. They stole $103 from me and I am in touch with authorities as they refuse to fully refund me.

I recently purchased an Acacia cover up from this company. To begin with, they refused to honor a new customer coupon for 10% off, claiming that they were not permitted by Acacia to discount merchandise (though this was not stated anywhere on the coupon and frankly was very misleading). Rather than simply honoring the discount in order to retain a customer, they, instead, chose to argue with me about it and get defensive about their policies as if I was somehow to blame. Fast forward about 3 weeks later, I see the same item I purchased, on their website marked down $30. When I called the company out on this they claimed "oh we just got the go-ahead from the company to discount." I asked for a price adjustment given the issues I had initially and they flatly refused. I want the $30 credit or a complete refund. This company has the WORST customer service.

I ordered a bikini and was sent the wrong one. When I placed my purchase online I saw on the product page there was a 15 day return policy available. To me that tells me I can return the product. Nowhere on the order page or the final checkout page did it tell me that this was a final sale and could not be returned. I sent the wrong item back and they sent me the correct item. The correct item didn't fit. I requested a return and they denied it because they said it was a final sale. Again, there was nowhere on the product page or the final checkout page saying it was a final sale and not returnable. Had I known that I wouldn't have placed the order because there is no guarantee it would fit. If you are going to make items not returnable on a final sale, ok, but you need to mark them appropriately and not say they have a 15 day return policy. I guess they think people have all this money to just throw away. I thought maybe I'm just stupid, but then I read the other reviews on here and it's not just me.

I ordered a bikini and was sent the wrong one. When I placed my purchase online I saw on the product page there was a 15 day return policy available. To me that tells me I can return the product. Nowhere on the order page or the final checkout page did it tell me that this was a final sale and could not be returned. I sent the wrong item back and they sent me the correct item. The correct item didn't fit. I requested a return and they denied it because they said it was a final sale. Again, there was nowhere on the product page or the final checkout page saying it was a final sale and not returnable. Had I known that I wouldn't have placed the order because there is no guarantee it would fit. If you are going to make items not returnable on a final sale, ok, but you need to mark them appropriately and not say they have a 15 day return policy. I guess they think people have all this money to just throw away. I thought maybe I'm just stupid, but then I read the other reviews on here and it's not just me.

I purchased an item and they sent me the wrong item. When I purchased the item I checked the return policy that was stated on the item page and said it was eligible for return within 15 days from the purchase date. To me that says I can return it. Nowhere on the order page or final check out page did it tell me it was a final sale item. So I sent the wrong item back and they sent me the correct item. The correct item did not fit. I requested to return it and they told me it was a final sale, but on the purchase page it said I had 15-days to return if not satisfied. They still denied my return request. If they are going to have things at final sale, ok, but they need to mark items appropriately and not put they have a 15-day return policy. I guess they think people have money to just throw away. I will not be ordering from them again.

Review: Dear Sir/Madame,I ordered two bikinis to the value of $291.80 from Vida Soleil on the 12th February 2014 and still have not received them. I have sent them over a dozen emails and have called them to try and resolve the issue, but their response has been that 'they are not liable'. I have been in touch with Australia customs who informed me that the items were passed through to Australia Post. Australia Post informed me that 'The sender owns the article they have posted until the item has been successfully delivered. Before this point in time, under the Universal Postal Agreement, the sender must launch all forms of investigations and must keep in contact with the addressee.' I have asked Vida Soleil to launch an investigation with their local postal service but they have failed to respond to me. My last email to them was on 28 June and I have since tried to get in touch with them on social media. I am incredibly frustrated with the customer service from Vida Soleil. They have been unapologetic, unresponsive and uncooperative. I have done all of the hard work to find out exactly what they have to do to help me resolve this, and they have failed to cooperate. I would really appreciate your help in resolving this matter.Many thanks[redacted]Desired Settlement: I would like a full refund of $291.80 from Vida Soleil.

Business

Response:

Hi [redacted]!

So sorry for the delayed response, we have been a little short staffed.

Below is our shipping and delivery policies that is made very clear to all of our customers.

http://www.vidasoleil.com/content/1-delivery

For this particular situation the package was indeed international, and can be more a of a risk. The customer is aware of this before placing any orders and chooses to accept the policy by moving forward and placing an order.

We have been working with the customer for quite some time to do everything within our power to try and solve the problem, but the customer has instead chosen to take aggressive and drastic measures. She has also chosen to attack us through various social media platforms, which is not appreciated and considered slander towards the business. We are always reasonable when it comes to situations like this, and have responded to the customers concerns offering various methods of compensation, and solutions. Unfortunately she was not reasonable.

In our many years of business we have had very, very few situations such as this. We take pride in our customer service and stand by our policies that are readily displayed to anyone who chooses to shop with us.

Thank you for your time and consideration in this matter.

Operations Manager

Office: 855.243.1444

Fax: 310.817.2721

email: <[email protected]/>

web: <http://www.vidasoleil.com/>

Review: Most expensive and worst customer service experience ever!!!!! called VidaSoleil on May 27, 2015 at 11:50AM EST to find out how to deal with a problem I’ve had regarding cost of US NEX DAY AIR cost. I ordered my order on UPS next day air on a Saturday, MAY 23, 2015 and only received partial merchandise on May 27, 2015. NEXT DAY air would give me my package on MAY 26, 2015 considering that I ordered on Saturday and Monday as a holiday. I am still waiting for my package. I called customer service and spoke to a person in customer service, named [redacted] who refused to give me his full name. He kept laughing on the phone and said “I don’t have to do that, haha”. He then proceeded to tell me "He would never order UPS NEXT day air on a Saturday and then laughed and said it was my fault. website should not have allowed me to order next day air on a Saturday and spend $84 on NEXT DAY Delivery if it is not possible on Saturday but is possible with every website I ordered from online for Memorial Day weekend shopping. AM STILL waiting for next day air and its been 7 business days. Customer service never called me back regarding the extremely long wait after paying a hefty fee of $80 for next day air. service was rude and condescending to someone who puts in an order for $500. This is a very low quality company since they never call you back, can't promise next day air after spending $80 on next day air. To make things worse, they hired a child who laughs at everything like a teenager at people on the phone who are spending lots of money on very expensive merchandise. I asked for the manager and or the owner. He laughed again and said you can’t talk to the manager. I asked to speak to the manager and he laughed again and said no one else is available. Needless to say, I was quite frustrated. Even after multiple attempts to contact company for full refund, they sent me an email saying one item cannot be returned because its final sale "smiley face" ....wow!!Desired Settlement: 1. Refund UPS NEXT DAY AIR $83 which I recived 5-10 days after purchase.

2. Refund on items that I wish to return, including sale item.

Business

Response:

Vida Soleil has attempted to reach out to this customer to remedy the situation but rather than responding to the email the customer has chosen to further escalate the situation. Email records can be shown that Vida Soleil has responded and is awaiting a response from the customer. We are more than happy to provide these email records. Not only is Vida Soleil attempting to remedy the situation but apologies were made on behalf of the entire team. Vida Soleil adores its customers and strives to offer the best of the best providing a carefully curated swimwear selection and an all around great shopping experience. Upper management has even gone as far as providing a direct phone number and is awaiting the response from the customer. Management is also willing to reach out to the customer beyond email and kindly asked the customer to provide contact information but we are still awaiting any response from the customer. Vida Soleil would love to solve the situation with this customer and kindly requests that the customers response so that the situation can be resolved.

Review: Hello,I purchased a bikini bottom from this company on sale nowhere during my purchase did it state all sale items are final. Especially since when ordering swimwear online fit is a hit or miss. I received the items and it was the smallest size Large I have ever seen plus the bikini did not arrive with a liner so I couldn't try on but I can tell it will never fit me. I contacted the site and they denied me a credit or refund. I shouldn't be forced to keep an item I will never wear especially when the company policy of all sales are final was nowhere to be seen before ordering.Desired Settlement: I would like a refund or at least a store credit toward another item. I would return at my own cost since company doesn't ever offer free returns.

Business

Response:

This item is listed as a sale item on the site. Within in our Return Policies page it is listed very clearly that all sale items are final sale. we have attached our return policies page below. It is the customers responsibility to make sure they have read and understood all return policies and conditions prior to making any purchases. By purchasing an item the customer is agreeing to our terms and conditions. This customer is making a false claim, as everything is clearly stated and made readily available to all customers. This customer chose to order a Final Sale item. We as a company must stick by our company policies and cannot single out individuals because they feel they are beyond the policies and conditions. Return Policies: http://www.vidasoleil.com/content/2-returns-policySale ItemsAll sale items purchased are FINAL. No refunds, returns or store credit are allowed on sale items.-Thank you

Review: I place an order with Vida Soliel on for two bathing suits 2 weeks ago. I received the order and both pieces of one of the suits were the wrong size, and not what I had ordered. Being that I was on a time crunch before vacation, I called to see what was the best and quickest way to do the exchange. I was told by one of their employees that they would not cover shipping for this and that I had to re-order the items and and they would credit my card once they received the items. I paid for priority overnight shipping as there was one other suit I wanted to exchange for a different size and they only offer store credit in their return policy for items sent correctly. I called for 5 days straight to confirm that they had received my package so that I could re-order the suit in the correct size. When I got in touch with someone, which was rare, I was told my "return was received and it was being processed and should be reflected on the website within the hour." I was told this for 2 days straight.

I called and asked for their Manager yesterday because the status had not changed. She ([redacted]) was incredibly rude and insincere. She told me they never received my package, so they were not able to credit me for anything. Thankfully I send it FedEx from my office so I was able to obtain the signature proof of delivery. I provided that to [redacted]. It was not until then they she had admitted that they did indeed receive it but "did not have time to process it."

If I had not provided the Proof of delivery, I would have been out $400. I then asked if they were going to cover the overnight shipping charge to get my corrected order to me in time for vacation. She told me no and my card would be charged an additional $74 (for their mistake). To avoid the charge I then created and emailed her a priority shipping label yesterday as she rudely said that is the only way they could get it to me in time.

I tracked it today and the package has not left their building.Desired Settlement: Vida Soliel is a scam. Everything about them, the over charges, their return policy, saying they have not received returns, not sending items when they are supposed to or at all after payment is received, customer service is nearly impossible to get a hold of and when you do, no one their cares to give you a fair or reasonable explanation of anything. After googling their company name, other people have had very similar experiences with Vida Soliel.

I would like the items that I ordered delivered to me in the correct sizes and I would like my credit card reimbursed for the bathing suit that they sent me the wrong sizes in. I would like them to be held accountable for ripping people off and being a terrible company.

Business

Response:

Vida Soleil apologized to the customers for sending the incorrect item and explained to the customer how the situation could be handled, to resolve the problem. Vida Soleil took full responsibility for sending the incorrect item and due to the rushed circumstance allowed an exception to the normal procedure in order to help accommodate the customer get the new correct item in time. As soon as the incorrect item was received back at the offices the return was processed and the refund was issued for the incorrect items. Payments records can be provided to reflect that Vida Soleil did issue the refund back to the customer. Returns that come to the Vida Soleil office are all processed in the most timely manner upon a first come first serve basis. Depending upon the volume of returns that have been received at a current time it is stated in our return policy that returns may take up to 3-5 business days to be processed upon arrival of return. Vida Soleil explained all policies to the customer and worked to be extremely flexible with the customer in order to help accommodate the customer in a timely manner. The customer may have called outside of normal business hours in which a voice mail system explains this and kindly asks the customer to send an email so that all situations will be addressed once business hours resume.

Review: I ordered a product from this website, specifically an ACACIA Swimwear Kauai Bottom in Bird of Paradise, and the product isn't in new condition as the stitching on the outside crotch is exposed and loose which means that the bottom could come loose and break. I contacted Vida Soleil through e-mail and read their return policy. I bought this item during a 20% off promotion. And because of that, I am only eligible for store credit. And in order to return the item, I have to pay about $9 for shipping. Nowhere in the product listing does it say that the bottom is used or has defects. It makes no sense to me that I even have to pay for shipping for a return as it's nowhere near my fault as to why I have received a damaged item. On top of that, Vida Soleil also doesn't offer exchanges, only store credit for items bought during a promotion. But if I received a damage item from them, why would I ever want to buy from them again? making the store credit as of no help to me. I really don't think that it's fair at all that I have to deal with filing claims and disputes, paying a return fee, and settling for store credit when them sending me a damaged item is not my fault whatsoever.Desired Settlement: My desired settlement would be an exchange for the same bottom (same style, print, and size) but without any defects. I believe thet Vida Soleil has a responsibility to its customers to check each piece they sell for defects and such. I also found it very strange that the card that came with my purchase said "to inspect my garment for any damage or defects." If a site sells me an item, they should be the ones responsible for my item.

Business

Response:

Hi! We do not appreciate false claims coming through from customers especially when we have been in contact with the customer and have done nothing wrong based upon our return policy. We are trying our hardest to work the situation out with the customer but she refuses to understand and acknowledge our policies. Our policies are made very clear and readily available to all customers and consumers and it is the customers responsibility to make sure that they understand and are aware of the policy before making any orders/ purchases. It is very disappointing to be manipulated by customers as well as the Revdex.com when we have done no wrong. On multiple instances we have found that without any regard the Revdex.com will favor the customer without ever getting the facts straight. The Revdex.com claims to be a non biased party but we have found on all instances that the Revdex.com acts without knowledge or facts given to the situation. We are attaching our return policy below showing that we have done nothing wrong and that the customer is trying to victimize herself when all policies are made very clear in our return policy. We cannot be favoring one customer over another because they feel they are more worthy than another. The return policy is set up for equal opportunity for all customers., and we do not appreciate being placed in a manipulating and twisted situation. Return Policy: http://www.vidasoleil.com/content/2-returns-policyThank you and we look forward to the situation being resolved in a fair non biased respectful manner.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am fully aware of your return policy as I have brought it up multiple times. When I sent the Revdex.com complaint, you guys stopped keeping in touch until a while later.

Review: The Seller advertised a flash sale of 40% to 80% off their swimwear. I went to their website and purchased several items, one at 40% off and the rest at 80% off. The e-mailed me the next day, saying that the items I purchased that were 80% off were only suppose to be 40% off and it was a mistake. They asked that I pay the difference for the items which I already purchased and paid for, or else my orders would be cancelled. The price that they say is the "correct" price is 3 times what I paid for them. This is not only unethical, it is also very unprofessional. I have bought from this Company many times in the past, and as a return customer I would expect that they would honor the prices that are listed on their website. Asking for more money a day after you have already purchased at their advertised price is not a good business practice.

Also, I returned an item from a previous purchase over a month ago and received store credit. I used a portion of the store credit and had about $10 remaining. But every time I try to use the voucher code they gave me, it shows a $0 balance. I have e-mailed customer service about this several times, but they were not at all helpful and gave me a generic response of where I could find my voucher codes in the "My Account" section. I know where to find my voucher codes, the problem is that it shows a $0 balance when I try to use it. Customer service at this Company has not been friendly or helpful.Desired Settlement: I want them to honor the prices that were listed on their website when I purchased the items, and ship out my order that I have already paid for, without asking me for more money. I also want a voucher code for my store credit which shows the balance I have remaining.

Business

Response:

To Whom This May Concern,

An error occurred in our system, regarding pricing and we fixed it as soon as we were able to access our site. We experience such a high volume of users that our site was repeatedly crashed beyond our repair, for over two days. This crash included our email and anything associated with our server. As soon as we were able to access our back end everything was fixed and all orders that we able to sneak through during our down time were emailed immediately to address and explain the error that occurred. We offered an immediate solution and followed up with all situations resolving any issues as quickly as we could. Everyone understood the circumstances, and were fair and understanding given the tough situation with the server completely crashing for 2 days. Instead of working with us the customer choose to go directly to social media, and maliciously attack us. We tried to address the issue with the customer directly, and instead she choose to maliciously attack us on social media. We further tried to address the issue with the customer via social media, where she proceeded to continue to attack our company, and delete any sort of comment we made trying to address the issue. We do take all slander and threats toward our company very seriously, and do not appreciate being bullied by the customer. We have had issues in the past with this customer, with reselling issues and a compelete neglect for our companies policies, terms and conditions. Further with this particular situation it was very clear that

both orders that were placed strictly

with the intent to resell. We do not sell to resellers and strongly discourage this kind of behavior, taking advantage of deals and offers we share with our customers just to profit off another through a non-legitimate business. Situations like this take advantage of us as a company trying to take care of our customers and show them our appreciation but stabbing us in the back and buying out all of our inventory with an intent to resell, and even compete with us for our customers.

We are a rational, honest, caring business and we never intentionally mislead or confuse our customers. We always strive to work things out with individuals even beyond our policy, but within reason.

Thank you for your consideration in this matter!

Sincerely,

Vida Soleil Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Hello,

Review: Hi,

We ordered a bathing suit top that their website advertised for $22.80. I paid for it and they charged my cc. Now they will not mail it saying their website made a mistake.

I have been corresponding with the company but they are not being compliant. We have pictures of what their price stated and feel they need to honor their advertisement.

Thank you for your help in this matter.

[redacted]Desired Settlement: Delivery of Order

Business

Response:

We have already resolved the problem with the customer. She assured us that she would remove the complaint. Her products have been sent out already. If she chooses to further push this issue we will be forced to take further action with her claiming fraud. If you need copies of the emails send between us and the customer please ask and we will be more than happy to share them.

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

I apologize for any confusion, as I did send an email a few weeks ago to let you know that the business has resolved this issue.

Regards,