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SwimOutlet.com Complaint - Terrible Customer Service

Review by SidV on 2007-06-07
On 5/15/07 I received an ordered Freestyle Audio DMP 512 mb waterproof .mp3 player from SwimOutlet.com. After loading music onto the player as prescribed in the enclosed instructions, I noticed that the volume controls did not function properly (the volume level did not increase or decrease noticeably.) Also, the left earphone channel was significantly lower than the right irrespective of headphones used. I immediately attempted to call Swimoutlet.com and learned that the average hold time was over 70 minutes. I then used the web site's "Live Chat" feature and after 50 minutes chatted with a customer service person. She indicated to me that within three business days I would receive an email with a UPS return label. I was to use that to return my defective player. Once received, SwimOutlet would then exchange it for a functioning one. That was three weeks ago. Since then, I have tried to call several times, only to receive the "Average hold time is over an hour" message and have sent 11 emails, all of which have gone unanswered. Finally, I sent my last email on Sunday 6/3/07 indicating that I would be contacting the BBB and my credit card merchant if I failed to receive a reply within 48 hours. Again, nothing from the company. So I still have a defective player and they still have my money.
Comments:2 Replies - Latest reply on 2007-06-07
Posted by Anonymous on 2007-06-07:
Did you keep the email she sent that said you would receive a "UPS label"?
Posted by SidV on 2007-06-07:
It was a "chat" with one of their online customer service people. I have never received an email reply from them although I have sent 8 different emails to them. You cannot email them directly but must use their web site to send emails.

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