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Complaint Details
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Initial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On June 12 I purchased a swimsuit from SwimOutlet. At checkout it said orders over $150 get free 2 day shipping. They promptly billed my credit card and sent me an email that said order is being processed . It is June 23 and I have received no further correspondence. I have sent 2 emails, left a voicemail with customer service, tried the chat which no one answers to no avail. Extremely frustrating and disappointing and would like some communication regarding this order. Not confident that if the suit is delivered that if it doesn't fit that the return will be processed at all. Would like a refund at this point and sadly can't recommend this company to anyone based solely upon the customer service aloneBusiness response
07/17/2024
Thank you for providing feedback on your recent purchase. It does appear that your complaint was addressed and resolved by our customer service team shortly after this was submitted - I hope you received excellent service from them in the process! Please let us know if you have any further questions or concerns - we're happy to help however we can. Thank you for shopping with SwimOutlet.com and have a great rest of your day!Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company is not professional. Charged me a ton of money and did not deliver their product. Its a bait and switch report and get rid of it. Innocent people and business are at risk of their money and potentially their jobs.Business response
07/17/2024
Thank you for providing feedback for SwimOutlet.com! We are unfortunately unable to locate any orders or recent correspondence with our customer service team using the information supplied with your complaint. We would love to have an opportunity to resolve any issue you may have experienced with a recent order. Please contact us at ******************* or give us a call at ************ and we'll be happy to assist you however we can.Initial Complaint
06/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Swimoutlet has billed me for each consecutive year for the last three years, the latest of which was **** 5,2024, for a membership that I did not sign up for. The first year I sent an email to ************************** advising that I did not sign up. I assumed it was resolved. The second bill, I did not notice. I received a charge again yesterday and advised them to cancel the membership again since so did not sign up. They have since sent me here text thanking me for my order and have refused to address the cancellation. They dont answer their phone and the app give no way to cancel. This company is a scam.Business response
06/19/2024
Thank you for contacting us! We were able to confirm that your initial SwimOutlet+ Membership was purchased on an order placed in June of 2021. Once purchased, this member ship renews annually until canceled, as laid out in terms and conditions:
***************************************************************We are able to confirm that your memebership was canceled and your most recent charge refunded via your request on 6/10/24. I hope this information is helpful to you! Please feel free to contact our customer support team directly if you have any additional questions or concerns - we're happy to help however we can. Thank you for shopping at SwimOutlet.com - we hope you have a great rest of your day!
Initial Complaint
05/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Every time I go on the website and ener the codeHR ..ZAP. IT SAYS ITS NOT VALID.Business response
05/24/2024
Greetings! While we're not able to locate any support request with the information associated with your account, we're more than happy to assist however we can! We'll be following up this response with a support ticket via email to resolve your request. Thanks for providing valuable feedback, and we look forward to helping you!Initial Complaint
04/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
They send e mails saying Thanks for joining swim outlet, becoming a member. No matter how many times I respond that I did NOT JOIN!When I call the contact number listed,it says that my number has been blocked!They are a real fraud company!Business response
05/02/2024
Greetings! Our records indicate that your issue should have been resolved via your recent contact with a member of our customer service team. I hope you received excellent customer service during your interaction! If you still have any unanswered questions or would like to advise us of any additional issue, please don't hesitate to contact our customer service team again at ************ (or by Live Chat or our Customer Support Form). Thank you for shopping at SwimOutlet.com and have a great day!Customer response
05/08/2024
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.
Sincerely,
***********************************Initial Complaint
12/29/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I would like to report SwimOutlet.com for operating a Bait and Switch online scam. They offered a big sale through in some other minor suggestions, cancelled the main item and refuses to accept return of some items and then charges a fee for the others.Business response
01/12/2024
Greetings, and thank you for your feedback on your recent order with us. I sincerely apologize for any inconvenience caused by the inventory discrepancy that affected your order. While we do our best to ensure that our live inventory displayed on our website is accurate, sometimes we encounter issues that *** prevent us from being able to ship an item out, ranging from damaged or defective product being identified while assembling an order, to a simple inventory inaccuracy. When this occurs, we typically remove the out of stock item from the affected order, issue a full refund for the item, and notify the affected customer which I was able to confirm is what happened in this specific instance. I hope that this clarifies what occurred with the missing item from your order, but I want to sincerely apologize again that it occurred in the first place.
As for returns and items that are designated as final sale, please review our posted *********** articles that do a great job of highlighting our policies around those:
Return Policy: **********************************************************************************************Final Sale Items: *********************************************************************-What-are-Final-Sale-items-
I hope this information is hepful to you! Please let us know if you have any additional questions or concerns that our support team has not addressed already. Thank you for shopping with SwimOutlet.com and I hope you have a great day!
Initial Complaint
12/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
After placing my order, there was no indication that one of the items was not available and therefore was not shipped, however Why was I charged without prior warning that I wont be getting the item on time? When will the item be shipped? Basically I paid for something I didnt receive and I have no idea when I will be getting it. Tried to reach the customer service via live chat, phone or email but to no avail! There are no answers or live person to talk to! Extremely frustrating and disappointing!Business response
12/05/2023
Greetings! Thank you for your recent order. I apologize for any confusion caused by the separate-shipping item on your recent order. During the checkout process, we try to highlight the extended processing time for select items by advising of the additional estimated shipped time and separating this item from the same-day shipping items contained in your order. Please rest assured that this item is still flagged for shipment, and you will receive an email notification with tracking information once your item is on the way!
I was able to see that you did recently communicate with one of our customer service team members via Live Chat - I hope that you received stellar service in the process! Please feel free to let us know (by contacting our customer service team) if you would still like to cancel and refund the item you are still waiting on; we can absolutely do that for you. Please also let us know if you have any additional questions or concerns - we're happy to help however we can.
Thank you for shopping with us, and have a great day!
Initial Complaint
08/30/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
They email or text me multiple times everyday despite the fact that i have unsubscribed multiple times in multiple ways and they continue to harrass meBusiness response
12/01/2023
Greetings, and thank you for your feedback! Upon reviewing your issue, I've confirmed that the email address you provided should have been successfully unsubsribed from all email lists as of 8/2/23. The phone number you provided does not exist within our SMS/Text ******* marketing lists. If you have alternate email address or alternate phone numbers for us to check, please feel free to contact our customer service team and we'll be happy to review our marketing lists for those.
Please also let us know if you are somehow continuing to receive marketing messages at the originally provided email address/phone number you provided. That would indicate an error within our system somewhere that requires additional investigation and problem-solving to resolve.
I hope this is a satisfactory resolution to your request! Please also feel free to let us know if you have any additional questions or concerns - we're happy to help however we can. Thank you for shopping with us, and have a great day!
Initial Complaint
07/17/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
On 07/02/23 We ordered a $449.25 Speedo Women's Fastskin for my 14yr old daughter. Order number SO15773238 On 07/05/13 we sent it back as my daughter realized she couldnt even get the suit on because it was too small (it was also July 4th holiday week). We had been waiting to hear back on the return and after no updates I contacted them 07/13/23 to which they finally replied they received the suit and would not be issuing a return per Customer representative (***************************) stating: We've received the techsuit and as per our ******************* it has too much residue, clearly used and stretched out.And a follow up picture of a dirty suit with all tags still on it. ABSOLUTELY not what we sent back, as the suit was brand new & not even fully tried on. Sadly, after reading several other complaints filed I realize this company has scammed my family also. We are currently now out of $449 and a suit. We originally werent even asking for the money to be credited back to our account, we just wanted to order the next size up.How can this even be legal?!?Business response
07/18/2023
Thank you for providing feedback on your recent customer service experience! **************** is our #1 priority and we're sorry to hear that you were unsatisfied with your recent request. Due to their extremely sensitive nature, technical suits do have a stricter set of return requirements (that policy is available in our *********** here: *********************************************************************-Can-I-return-a-technical-suit- ). The images we provided to you should be of the suit you returned; we're still working with our Returns Team to fully confirm that, but the condition this suit was received in is consistent with a suit that has been tried on. The interior of technical suits are coated for a protectant to preserve the life of the suit while it waits on the shelf. This protectant reacts with bodily fluids (most specifically sweat) and creates that powdery residue pictured. Suits this delicate can be rendered un-sellabe with the simple act of trying them on, which is why we have the above linked return policy in place.
Your support request is still open in our system, and our representative will be following up with you to confirm that your return was correctly received and evaluated, as well as to coordinate the return of the suit to you if it is warranted. Please don't hesitate to respond on your open ticket in the meantime if you have any additional questions or concerns - we're happy to help however we can. Thank you for shopping with us, and we hope you have a great rest of your day.
Initial Complaint
04/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On nov 23 I purchase. Trek suit from swim outlet on line for my daughter for Christmas. She tried it on after christmas. The suit was too small couldn't go past her knees. I returned it Jan . I called in February and they told me they received the suit and will process my refund. I called the end of February bc I didn't receive my credit. Today march 26, 2023 they se t the suit back stating that it was worn. The suit was $295. *** it don't go past my daughter knees . Never been worn. Tags still on. They just don't want to give me my money back.. I sent the suit back in plenty of time. **************** stated that they received the suit the end of Jan. *** they are processing my refund. Check the recording. Now two months later you sent the suit back to me? No this is not right. There was a mix up on their end not the customer end. I want my full refund not partial. **************** was very rude tonight. Cut me off when I was talking, told me no managers are working tonight call back another time. What kind of nonsense is this. Please help me get my money back and for them to return this suit.Business response
04/10/2023
Thank you for your feedback on your recent return with SwimOutlet.com! We sincerely apologize for any confusion in regards to this process. Your return was initially rejected due to signs of wear (residue on the inside of the suit, stretching) that *** not have occurred through use in a pool, but would ultimately render the item to not be in sellable condition. Because of this, your suit was returned to you and we sent an email notification of your return rejection. After your last contact, our team opted to issue you a full refund as a courtesy (minus the return shipping charges outlined in our return policy here: ********************************************************************************************** ) on 3/30/23. Typically, that credit should be visible on your cards' billing statement within 2-4 business days after issue, depending on the processing speed of your financial institution.
We hope this information is helpful to you, and clarifies the resolution that was made in regards to your support request and return. If you have any additional questions or concerns, please don't hesitate to contact us via phone, email or chat - we're happy to help however we can. Thank you for shopping at SwimOutlet.com and have a great rest of your day!
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Customer Complaints Summary
43 total complaints in the last 3 years.
17 complaints closed in the last 12 months.