ComplaintsforSwimOutlet.com

• Initial Complaint

  10/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On Oct 7th,2024 I order a new Arena Women's Power-skin tech suit for my daughter who is a collegiate swimmer. She has been a swimmer for well over 10 years and we are very familiar with tech suits. I paid extra to have it shipped to arrive in 1-2 days, it did not arrive in that time frame. When it arrived, my daughter tried it on (we went a size up from her traditional Speedo tech suit that we buy yearly, and went with the suggested size based on measurements. She was standing with it on up to her ribs, and the crotch of the suit blew wide open causing the suit to tear up her abdomen and down one leg, rendering it completely useless. That same day my daughter called Swim outlets customer service, waited on hold forever, spoke to someone and was disconnected. So she called back, waited again and was told to send pictures, which she promptly emailed. They emailed back and said they were refusing to return it, so we are out $350. We showed both of her Collegiate coaches, both of whom have never seen a swimsuit do this, and agree that it is a faulty suit. I called the company the same day and was put on hold then disconnected. Then I called back and was told they would escalate it and I would receive a call by 10/11/24 or an email that weekend, neither of which happened. We know that the suit was not heat sealed correctly in the crotch. Swim Outlet states if the suit comes with a hole they will replace it, we feel this faulty seam should warrant a replacement or refund. My daughter is not the wrong size for the suit, she is not reckless nor inexperienced at putting these suits on. In 10 plus years of swimming we have only ever had them wear out and tear at a strap, which is to be expected not blow out to the extent this one did.

• Initial Complaint

  09/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Placed order a week ago. Company claims product had mailed and then holds product in their warehouse for another five days before giving to shipper.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Merchandise has been returned to the merchant. A refund has been approved on July 18, 2024, the merchant processed the refund on 8/06/2024 however they never credited my credit card for the refund amount. I called my bank once a week to check the status of the refund, they said nothing has been sent from the merchant. I called the merchant they told me the refund was processed on 8/6/24 but will not be credited to my account on 11/19/24 I feel this is policy is flaw - a merchant should be able to refund the customer within 45 days of the transaction. I feel swim outlet has not live up to there customer service standards and is a breach of their advertisement their returned/refund policy. We need the money but swim outlet is not giving me my money back based on the promise that once they received the merchandise the refund will be process immediately. Swim outlet is wrong to keep the money this long for the item that they received we back in July 18, 2024 this is not a correct practice to hold us back. I kept calling them each time and swim outlet doesn't even want to work it out with me to refund the money back my daughter work hard to recycle bottle to save the money to buy her a swim tech suit for her swimming. since we cannot afford it, she save this money. please help.

  Business response

  10/03/2024

  Prior to receipt of this return, this customer filed a dispute with their financial institution for the charge on this order. Once we did receive their return and attempted to issue their due refund, we were unable to do so due to the ongoing dispute. I was able to confirm that as of September, the disupte was ultimately settled in our favor and our team has since issued a refund for this return (the cost of the item + sales tax - $5.99 for return shipping). Please allow 2-4 business days for this credit to post to the customers' billing statement, depending on the processing speed of their financial institution. 

  I hope this information is helpful and ultimately provides the desired resolution. If there are any further questions, we urge the customer that they contact us directly and we'll be more than happy to help them as best we can. 

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ******
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩