ComplaintsforStone Fox Swim
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Complaint Details
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Initial Complaint
08/24/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a top with matching bottom for $100 each. Bottoms were the wrong size(their fault). So I returned them and got emails saying the return was processed and approved and then I would be receiving store credit within 1 business day. It has been one week. I haven't received anything and I only purchased the top for the bottom to wear for an event this weekend(in a couple days). If I dont receive the bottoms in time, I will need to return the top too. I cant re-purchase the bottoms without the store credit. Still waiting on $100 from them which is ridiculous. I would have purchased using my card, but I don't want to get the store credit after for no reason because I will not be purchasing from them again. They have no way to reach them other than email, which they never respond to.Business response
09/23/2022
Business Response /* (1000, 5, 2022/09/06) */ Hi *********! We understand your concern and have tried working this out with you via email. Our email exchange has been attached. We have already shipped out the exchange for the bottom you needed, no store credit is owed for you have already received the exchange item. The exchange bottom for the size you needed also came in time for your trip. We also gave you the option to return the order for a full refund (as long as the items are in new, unused, resellable condition.) We have emailed over a free return shipping label and also instructed you how to schedule an easy USPS pickup at your home for the return. A refund for the order cannot be given until we receive back the items. The complaint that you mention about us sending you the incorrect size bottom is false. Order #***** was placed on: August 2, 2022 at 11:23 am from Online Store Attachment shows your order details straight from Shopify and lists the items and sizes you ordered. On the order details it shows the order placed was for the XS River bottom: River Bikini Bottom - Spice Pique XS / SPICE PIQUE SKU: 1050B-SPPQ-XS Meadow Bikini Top - Spice Pique M / SPICE PIQUE SKU: ************ Bijou Bikini Bottom (Coco Fleur) M / COCO FLEUR SKU: 1036B-CFLR-M Tracking for the order was: USPS Tracking Number: ********************** *************************************************************************************** Delivered, In/At Mailbox August 4, 2022 at 1:47 pm ********************* You were correctly sent the items that matched the order details. Our fulfillment did not make an error in the items you received. The second complaint about us never responding to you is also false. Attachment shows our email communications time stamps and email exchange. You emailed us on Monday night (11:30PM) during non working hours & we promptly responded the next day, Tuesday morning at 8:30AM.: Subject: Wrong item delivered From: ********* ******* <**********************> Date: Mon, August 08, 2022 11:30 pm To: ********************** From: <**********************> (Add as Preferred Sender) Date: Tue, Aug 09, 2022 8:30 am To: "********* *******" <**********************> In our email response we mentioned how this was not an error on our end, sending attachment of your order details for your reference, and that we will help make an exchange order for the size needed that will be shipped out once we receive and process your return. After our email response, we went ahead and created the exchange order for the M size bottom that you said you needed on our end so that inventory can be reserved and will be shipped out once we receive and process the return. You were emailed updates regarding the creation of this order. We have attached a copy of the exchange order details that also shows time stamps of each time you were notified regarding the exchange order status. Details for the exchange order: Order #***** created : August 9, 2022 at 8:34 am from Draft Orders River Bikini Bottom - Spice Pique M / SPICE PIQUE SKU: 1050B-SPPQ-M Tracking for the exchange order: USPS Tracking Number: ****************************************************************************************************************** Delivered August, 19, 2022 at 12:01PM ********************* AUGUST 9 You added the phone number +1 ************ to this order. 8:37 AM You added a shipping address to this order. Order confirmation email was sent to Subscriber Newsletter (**********************). 8:34 AM AUGUST 18 You sent a shipping confirmation email to Subscriber Newsletter (**********************). 10:04 AM Resend email You fulfilled 1 item from 1510 1/2 W 228TH ST UNIT A. AUGUST 19 Shipment delivered email was sent to Subscriber Newsletter (**********************). 1:18 PM Shipment out for delivery email was sent to Subscriber Newsletter (**********************). It is also important to note, you made the same false allegation on Tue, February 16, 2021 6:40 pm via email, where you emailed us regarding order ORDER #***** claiming you did not order a size L top and that we sent you the wrong size, but your order details show that was the size ordered at checkout. The size S you claimed to have ordered had been out of stock for over a year, so it wouldn't have been possible for you to add that size to your cart. We made an exception to our return policy that time and allowed you to return the final sale item. We have also attached the order page details for Order #*****. We have also attached a copy of that email exchange. As mentioned above, we have already tried working this out via email. We got you the correct size bottom exchange delivered in time for your trip. Store credit is not owed & if you choose to return the unused items for a refund, return shipping label and link to schedule a USPS pickup has been emailed over. A refund cannot be granted until we receive the items. Here is a link to our return policy: https://stonefoxswim.com/pages/returns We made an exception in allowing you to return the items for a refund even though we do not offer refunds. Thank you for understanding, Stone Fox Swim
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.