Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initial email sent to customer service (which is, frustratingly, the only way to contact them): "I (a first-time orderer from your website) just received my order yesterday (order #*******). Unfortunately, nothing worked out for me. I loved the sidestroke, but really needed it to have some bra cups. I tried to initiate a return today and was told my only option was store credit. I really need to get a refund. I reviewed everything carefully when ordering, as I had no prior experience with your brand (other than friend recommendations) and didn't see any restrictions on returns. Had that been apparent, I would have only ordered one suit to try, or none at all since finding a good swimsuit can be so frustrating." I received an email response stating: "Thanks for reaching out. I am so sorry to hear your order did not work out for you, and I’d love to help you find another Summersalt piece you'll love! "Your order is not eligible for return for refund because the items you chose was part of our Annual Warehouse Sale. In addition to the terms and conditions of the sale communicated throughout the site and purchase flow, when adding that item to your cart, there was also a note that stated “Final Sale, Exchanges Only." As stated in a response to them: "sale and decided to wait because I wasn't comfortable making a final sale purchase on swimwear from a company I had never ordered from before. I've never seen a company have 25% off as a final sale before. I would appreciate you making a one-time exception for me, as I was trying to be very careful. Please offer me a full refund..." I was told that it was clearly stated in their FAQ. No one should be expected to read a FAQ before purchasing. I saw that many other people have made similar complaints here. I am seeking a full refund of $401.50 USD and would also encourage the company to improve their business practices and transparency. This has become a $400 nightmare.

  Business Response

  Date: 08/01/2023

  Hi *******,
  
  Thank you so much for your message! I see you already been working with my colleague *********. We were sorry that your experience with us hasn't been what you expected. It's important to us that we are completely transparent with our messaging surrounding our return policy, which is why we've clearly detailed our return policy on each product page, in the FAQ on our website and in your shopping cart once your code was applied.
  
  We are sorry to hear there was a misunderstanding. Given your unique circumstances, we let you know on 7/30 that we would be happy to make a one time exception to accommodate a return for refund for all the items in your order.
  
  If you run into any issues in our portal, or have any other questions please reach back out to me via ******************** to let me know.
  
  Thanks again for shopping Summersalt!

• Initial Complaint

  Date:07/27/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased bathing suits totaling $326.20 on 7/16/23, ORDER #*******. I noted that 3 out of 6 items were marked "final sale" and could be returned for store credit only. On the confirmation email I saw a new return condition that anything on sale could only be exchanged. I immediately contacted their customer service on that day (only an email option) and said I was unclear about this policy from their website and wanted to modify my order now that I saw the confirmation email. I only got a form email back, and three days later a form response reiterating the return policy, AFTER my items had already shipped. I've now emailed three times since then with only their form responses saying they have an influx of emails and any further emails might delay a response to them. The return policy is not clear, they did not let me amend my order in a timely fashion, and now I can't get in touch with anyone from the company. I would like to be able to return my items (at least the ones not properly labeled as final sale) for a full refund. I had no expectation of getting a full refund on the final sale items, but at this point do not feel like doing any business with this company.

  Business Response

  Date: 08/01/2023

  Hi *****,
  
  Thank you so much for your message! I see you already been working with my colleague *****. We were sorry that your experience with us hasn't been what you expected. It's important to us that we are completely transparent with our messaging surrounding our return policy, which is why we've clearly detailed our return policy on each product page, in the FAQ on our website and in your shopping cart once your code was applied.
  
  We are sorry to hear there was a misunderstanding. Given your unique circumstances, we let you know on 7/24 that we would be happy to make a one time exception to accommodate a return for refund for all the items in your order.
  
  If you run into any issues in our portal, or have any other questions please reach back out to me via ********************************* to let me know.

  Thanks again for shopping Summersalt! ??
  

  Customer Answer

  Date: 08/02/2023

  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

  Date:07/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bathing suit on the Summersalt website, order #*******, on 7/12/23. I received a notification that my order had been delivered on 7/18/23 (DHL tracking# **********************). I emailed the company that day and was told to check with my neighbors and wait an additional 1-2 days to see if the package was delivered. I followed up again 7/19 and again told them that I'd never received the package. Their only response was to wait until 7/27 to see if the package was ever delivered. I emailed the company again on 7/26 and 7/27 but have yet to either receive my order or get a response back from the company. I was initially really excited about my purchase and was hoping the company would replace it since they lost it. However, now I feel like I've been scammed and I'd really just like my money back.

  Business Response

  Date: 08/01/2023

  Hi ****,
  
  Thank you for reaching out about this! I'm so sorry you didn't receive your order when you expected to. Delivery hiccups can happen with third party carriers, which are beyond our control. I see you been working with my colleague *********, who replaced your order on 8/1, which is now en route (h***************************************************************************************). /I understand this may not have been the experience you were hoping for, but unfortunately we're unable to cancel any orders after placement (including the original *******), as noted on our FAQ (************************************).

  
  Once your package arrives, if you are wanting to change the size, color, or style, I would encourage you to take advantage of our great return policy and check out our returns portal to see what options are available to you. If you would still like to return the whole order for a full refund we can also assist you with this request, so please email ********************.

  
  Thanks again for shopping Summersalt, and please let me know if I can help with anything else! ??

• Initial Complaint

  Date:07/21/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7/7/23 I inadvertently purchased my order twice. I tried to immediately cancel the order but there was no number so I sent an email explaining what had happened. I received an automated email saying that I would receive a response within 3 days. When I received a reply my orders had both already shipped and they said there was nothing they could do and to just return the merchandise. The problem is that 1 out of the 3 items that were purchased were on sale and because of this I can only get a store credit. This seems ludicrous to me. I understand this is their policy and would be fine had I not had to return everything. At this point I just want my money back. Its very sad because I loved one of the bathing suits I received but I wont be shopping in the future.

  Business Response

  Date: 07/28/2023

  Hi ******,
  
  Thank you for reaching out. I see you worked with my colleague *********, who allowed you to make a return for a refund back to the original payment method, as a one time exception to our policy, which is heavily displayed on our site. Once we receive the package, we will review and process your return.
  
  Please let us know if there is anything else we can assist you with. Thank you again for shopping with Summersalt! ??

  Customer Answer

  Date: 07/31/2023

  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. I do however want to add that I know this policy was listed on the website. I was not unaware of the policy. In fact I also returned something else and got credit because I knew the policy. In this case I inadvertently ordered the SAME order twice and tried to cancel the order immediately but did not get a response until days later and the items were already shipped. Thank you for my one time exception. Ill only need it once as I will not be shopping at summersalt again. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 bathing suits at Summersalt and want to return 1 of them because it didn't fit properly. I've had to send several emails because I want a refund vs an exchange. I bought the suits because their website and reviews seemed legitimate but after dealing with spotty customer service and getting limited responses, this company seems like a scam. Also, I wonder if they drag their fit to respond in order to run the clock on the 21 day return policy. At a minimum they should have a customer service phone number to field complains because the website customer service is not helpful and offers partial responses. My order # is *******.

  Business Response

  Date: 07/21/2023

  Hi *******,
  
  Thank you so much for your message! We do not have a customer service phone line, and email will always be the quickest way to get ahold of us. It looks like you've already been working with one of my team members, who explained our sale policy to you. I'm sorry that your experience with us has been anything less than you expected. It's important to us that we are completely transparent with our messaging surrounding our return policy, which is why we've clearly detailed our return policy on each product page, in the FAQ on our website and in your shopping cart once your code was applied. It seems that my colleague was able to work with you to find a solution, given your unique experience.

  Please let me know if you have any other questions I can help you with. Thanks for shopping Summersalt! ??

  Customer Answer

  Date: 07/21/2023

  Summersalt contacted me and has since addressed and resolved the issue. I'm glad the BBB exists and helps customers gain traction when issues are not getting resolved. Thank you for your assistance.

• Initial Complaint

  Date:07/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I purchased a swimsuit from Summersalt and it was defective after one wearing. It has a discoloration and it won’t go away after following the washing directions on the website. I contacted Summersalt and they have been unable to resolve. I am seeking to return the item and be refunded since the suit is unwearable. ****

  Business Response

  Date: 07/14/2023

  Hi ****,
  
  Thank you for reaching out to us. We’re so bummed to hear this about your suit. This is not typical at all. Though we’ve tested our suit’s ultra-tough polyamide & elastic blend in many chemicals, it looks like you may have stained this suit as this is not indicative on normal wear. Our suits are made to last for many seasons but we cannot control all aspects after purchase. While our policy doesn't allow for a return after wear, but I see that on 7/11 we offered to make a one-time exception and replace this suit for you. We can replace it with the same suit or a different suit worth $95, but we have not heard from you, despite our follow up emails.
  
  Please let us know what suit color/size/style you would like via your thread with ********************, and we will get that sent right away!
  
  Thank you again for shopping Summersalt. ??
  

• Initial Complaint

  Date:07/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 bathing suit tops and bottoms during their warehouse sale. The suits didnt fit properly and I reached out requesting a refund. They informed me that they only do exchanges. I go online to fill out the exchange process, which requires you to choose new items for them to send. When youre selecting the new items, they only give you the full price option, not the 30% off sale price of the items, so youre essentially wasting 30% of your money on the exchanges items. I sent multiple emails over the span of 4 days. No response. *** asked for a refund because I dont want to deal w this company and their faulty websites that trick you into losing money in exchanges for their no return policy. They have deceptive marketing, no customer service and a website platform that doesnt work. I just want my money back at this point. If I had known all these issues, I wouldve never placed my order.

  Business Response

  Date: 07/14/2023

  Hi ******,
  
  Thank you so much for your message! It appears that you've already been able to work with our team, and you were granted an exception to our sale & return policy. It's important to us that we are completely transparent with our messaging surrounding our return policy, which is why we've clearly detailed our return policy on each product page, in your shopping cart, and in the FAQ on our website and in your shopping cart once the code SALE30 has been applied. I'm glad we were able to resolve your request, and we appreciate your understanding!

  Please let me know if there's anything else we can assist you with in the meantime. Thanks for shopping Summersalt! ??

  Customer Answer

  Date: 07/17/2023

  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

  Date:06/30/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two swimsuits for a vacation on 6/28/23, and requested and paid $35 for overnight shipping. The items were supposed to be delivered on 6/29/23; however, fedex has yet to receive my items. It is now 6/30, and will not arrive in time for my vacation. I would like to be refunded the cost of the shipping at minimum. (Order number *******)

  Business Response

  Date: 06/30/2023

  Hi ******,
  
  Thanks so much for reaching out to us about your order. I'm disappointed you didn't receive your order when you expected.

  Per our FAQ (******************************************************), orders placed after 11am CST will be processed on the next business day, and sometimes require up to 3 business days to process. Your order was placed Wednesday the 28th at 12:09 pm, and was processed the same day. Transit time for Next Day Shipping is one day and that delivery time begins when the package is picked up by the carrier, not when the shipping label is created.
  

  Sometimes carriers miss a tracking update, even though the package is still in transit and set to be delivered on time. This is normal, and common with third party carriers. However, if a package goes too long without updates, please follow back up, and we're happy to look into alternative solutions.
  

  I'm glad to see that one of our team members already refunded your shipping cost! We are excited for you to receive your new suit--we hope you'll feel amazing in it! Please feel free to reach out if you have any questions.
  

  Thank you for shopping Summersalt!

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a swimsuit from Summersalt - my second swimsuit from this company. I realized after wearing it once that it is defective - the inner cups show through the suit when wet. This creates an incredibly unflattering and strange effect. When I reached out to the company, they refused to honor my request for a refund or exchange and instead offered me $20 off the suit. This swimsuit is unwearable and I paid a total of more than $100 for it. I'm also a previous customer - I know from experience their swimsuits aren't supposed to look like this when in use. I feel a refund in this situation is warranted.

  Business Response

  Date: 06/21/2023

  Hi *****, 
  
  Thank you so much for reaching out about this suit - I'm sorry to hear the fit here isn't right. It looks like you've already chatted with our team, so you're aware of our policy, and know that unfortunately, we are not able to accept your a return without the liner on the suit intact. We cannot take back your suit since it has been worn, so it's ineligible for an exchange or return. We would love for you to be able to use code CH-ncnzdn for $20 off your next purchase, as it sounds like this may be a fit challenge.
  
  The lining and cups can shift and become more visible if you're wearing a size too small. Some customers find that sizing up makes the outline of the cups much less visible. I know you mentioned that you don't have this issue with your Olive classic Sidestroke, this may be due to the fact that the Olive Sidestroke does not have cups, and this Ruched Sidestroke does have cups and different compression than your first Sidestroke. If you're able to provide your measurements I would be happy to confirm what size would fit -or even a different style- would be best!
  
  Please let me know if you have any other questions or would like any other recommendations. I appreciate your understanding.
  
  Thank you again for shopping Summersalt!

• Initial Complaint

  Date:06/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered three bathing suits online from Summersalt on 5/17/23 for my vacation. They ended up taking a week to be delivered and arrived the day I left for vacation - on 5/24/23. I returned home from my vacation on 6/09/23. I tried on all three bathing suits and didn't like the fit. I also no longer need the bathing suits since my beach vacation already took place. I was originally planning on keeping one bathing suit and was trying three styles to help me find a good choice. I was all set to send the bathing suits back today to meet the 21 day return for full refund to credit card. You have to get a printed label online to return. I initiated the return process yesterday, 6/11/23 - however they say that one or more of my items are not eligible for a refund. Nowhere on the website or on my order did they say these swimsuits were final sale. I cannot contact anyone by telephone and they say that if you send it back without their label, they will not accept the return. The generic e-mail response I received when I contacted them said they have received an influx of inquiries and they appreciate my patience in waiting for a reply. By the time they get back to me, I will be out of the time period for a full refund. My order number is *******. I am so upset about this and appreciate any help you can give me.

  Customer Answer

  Date: 06/12/2023

  I was able to reach someone through their chat system. Hope this works! Thank you! 

  Business Response

  Date: 06/15/2023

  Hi *********, 
  
  Thank you so much for reaching out. I'm so sorry to hear that you had challenges with our returns process and that you did not receive your order when you expected, though I do see it was processed and delivered within our standard timeframe, as stated on the FAQ ******************************************************************************************* *** ************************************). However, I'm so glad to see that you were able to get a return label from our team earlier in the week, and you have already received a complete refund back to your original payment method!
  
  Please let me know if there is anything else I can help you with. Thank you for shopping Summersalt!