Swimmers Edge Distribution Complaint - Do Not Buy There
ARKANSAS -- THIS IS A COPY OF THE LETTER I SENT THEM AND AS OF YET STILL HAVE NOT SEEN ANY PRODUCT
To Internet Sales Department and/or Customer Service:
My name is Tim Christner. My wife Christen ordered some swim gear from your web site last year in 2007. The wrong product showed up. She immediately when to your web site to begin the exchange process, but the site or window she was in kept kicking her out. So, we gathered up all the info and sent the garment back to your distribution location in Arizona. This was in October of 2007.
Christen tried and tried to resolve this herself she never got calls back, she knew that she only had 30 days from the point of sale to return the product. Since I work as the shipping manager for my company I brought her home the tracking information, from the return (I shipped it back the next day to you UPS) to ensure that the product was delivered to your location and signed for my Mr. Memo. She then FINALLY got a hold of a live person in your shipping department though some phone searching... this person confirmed whom memo was and confirmed he worked for the company (apparently he is the owner?). She then left several more messages that went unanswered and ignored by your company. After 2 months of trying to work with you, she was fed up and asked me to help her.
I decided to call the internet sales line myself for my wife who was getting nowhere with you. It seemed like I could never get through to a person. I also left messages. I finally received a call back. I spoke with a gentleman named Carlos in internet sales. I talked to him about the exchange, which was never addressed, until I talked to him about it. He told me that the item in which my wife was exchanging for was no longer available. Carlos went over the options for exchange with me and I asked my wife what she wanted instead. I then got back to Carlos within 24 hours (12-4-07) and let him know exactly what to send. (See below) Carlos said no problem and it would ship out that day. I foolishly thought they everything was solved and that were the end of the problem.
A week before Christmas, I called and said that I had not seen the swimsuit yet, so I left another message. I believed that the rush of Christmas must be busy for your company and I told myself I would be patient and wait longer. My wife later found out that your company is or was in the process of moving. So now, I do not know what will happen. Why you have not sent the product and I am back to square one with you people.
ALTHOUGH WE WERE PROMISED ON NUMEROUS OCCASIONS, BY CARLOS THAT THIS WOULD BE TAKEN CARE OF, AND THAT YOU WOULD REPLACE THE PRODUCTS WE SENT OR SEND US A SWIMSUIT EQUAL TO THE VALUE OF THE ORIGINAL GRAB BAG. WE NEVER RECEIVED THE REPLACEMENT PRODUCT AS PROMISED. WE TRIED USING YOUR WEB SITE , CALLING YOUR STORE, ONLY TO BE IGNORED AND LIED TO AND MISLEAD. IN MOST CASES WHEN CALLING YOUR OFFICE WE RECEIVED NO RESPONSE, NO EMAILS, PHONE MESSAGES, NO CONTACT WHATSOEVER.
As of today, we find that the swimsuit still did not arrive. This is ridiculous what it takes to get an exchange through your company. We feel since we followed the return policy of your company and we have gone beyond working with you WE DESERVE TO HAVE THIS RESOLVED RIGHT NOW AND NOT ESCALATE IT FURTHER
I WILL EXPECT A RESPONSE FROM YOU TOMORROW AT THE LATEST
My company has moved, so the ship to address for me is different (see below)
Original ID# 7401
Credit of $55.90 according to Carlos in Internet Sales.
Swimsuit that should have been sent to us is number: Crossback 7230505, size 20, color: Amethyst, $ 52.70
The new ship to address is
Feel free to call me at my work. [snip]. I will send this email today (2-14-08)…I want this taken care of as soon as possible.
If this is not resolved, we will need to take this to the next level.
Christen and Tim Christner