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Complaint Details
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Initial Complaint
03/02/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I placed an order with 6pm in early January - 3 bathing suits and a pair of sandals in preparation for a cruise. when the sandals arrived, they didn't fit properly so I went into my account and processed a refund request, printed the shipping label, and dropped the package off a day or two later. This happened on or around January 20th, 2022 and I have yet to receive a refund. When I went back into my account to check the status, there is no record of my ever requesting a refund and the shipping label/confirmation has somehow disappeared from my inbox (I checked trash, spam, everything). I emailed customer service and was told that they have no record of a refund being requested and cannot process a refund without either the email return confirmation or tracking number. I made it clear that neither of those things are available to me because (1) they have somehow disappeared from my inbox and (2) I processed this request in January... it is now March... I never expected to need to fight with customer service to get my $60+ back over a month later. They have essentially claimed that they have no way to verify this return although, I see no world in which they wouldn't have documented the item arriving at the warehouse. I keep getting responses from a completely different person each time, and they are all giving me the same generic response. I am absolutely infuriated and want nothing more than a refund. At this point in time, I don't have my money and I don't even have the product to even resell to try to get my money back. My email conversation with them is ongoing, but has not progressed beyond generic "please provide us with verification" emails.Business response
07/13/2022
Business Response /* (1000, 5, 2022/03/04) */ Hello ****, I'm so sorry that you've had this horrible experience. To successfully process a return, you will need to go through the online return process before sending items back to us. This will ensure that items don't get lost in transit. We are issuing a refund at this time and a supervisor from our customer service department will send you an email confirmation. I hope you find this resolution satisfactory. Please reach out to our customer service department if you have any other questions or concerns. Thank you! Consumer Response /* (2000, 7, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate you processing the refund for me but I would like to clarify one thing - I DID go through the online return process. Why it wasn't showing up in your system is unclear, but I can assure you that I followed all necessary steps. I am not one to do anything without making sure I have gone through all necessary steps and channels. Your comments that I did not follow the steps is insulting and fails to acknowledge the MANY times I stated this to you and your customer service agents.
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Customer Complaints Summary
14 total complaints in the last 3 years.
5 complaints closed in the last 12 months.