Q Swimwear

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The two choices were "Reject," or "Accept." I don't prefer to continue to email back and forth with Q Swimwear, but nor do I believe their response was customer focused or appropriately reflected the facts. I have never reported any service to any Revdex.com, so this circumstance was remarkable enough to prompt that action. I think *** does confuse the word "hostility" with "frustration." I had hoped that they would express regret for what transpired on my order (by wrong address, it was missing the suite number...the item was actually sent to an entirely different city). I did not think or believe it was their fault that it arrived at an entirely different city (and neither was it mine), but I would have expected that as the customer, I would have been treated respectfully and with some urgency given the protracted period of time it took for my to get my order. Their response was about continuing to argue their point and not about resolving a customer issue
Given that they appear more focused on making sure all was right with Revdex.com of San Diego than on responding to a customer complaint, it is probably not useful/productive to continue the email back and forth. Thanks for intervening on my behalf to the degree that you were able
Regards,*** ***

Dear [redacted],
Thank you for reaching out about the complaint against Q Swimwear. I read over the complaint filed by Ms. [redacted], and my coworkers worked with her to try and solve this issue. We tried our best to solve her shipping...

problem. Our system is automated on orders, and we create all of our suits through a sublimation process that on average takes 3 weeks and 2 days from order to delivery. We do not alter any of the data for shipping in the system and so it will ship to where ever was entered. I have attached what she entered in our automated system below, but it was an incorrect address so It was stuck at the post office, and we were not aware of this until we got the suit returned. 
Ms. [redacted] was in touch with our employees who tried to help out and received a lot of hostility in response. She did not believe that she made the mistake but it was our mistake. We were offered to have her suit shipped to the correct address but she wanted overnight night shipping. For us to overnight ship from our head quarters in San Diego to Florida is expensive and against our policies, especially when she demanded that we pay full price for it. I have attached some of our emails, which show her giving us the correct address.
Here is also a link to our policies:
https://www.inksweat.com/faqs.php 
We understand that she is unhappy her suit was delayed but we were not to blame for the incorrect address being provided in the system. Please let me know if there is any steps I should take to help resolve this matter with the Revdex.com, this complaint does not reflect on the business practices of  Q swimwear and our customer service team. 
 
Thank you,
 
[redacted]
Sales Department
[redacted]
 
 
"
From: [redacted] [mailto:[redacted]] Sent: Wednesday, November 05, 2014 7:43 AMTo: '[redacted]'Subject: RE: suit 
 
Hello [redacted],
 
No we can’t overnight it. It was not our fault the wrong address was entered. The suit will ship today regular mail.
 
[redacted] 
 
From: [redacted] [[redacted]] Sent: Tuesday, November 04, 2014 9:01 PMTo: [redacted]Subject: Re: suit 
 
[redacted] [redacted]
[redacted] [redacted]
[redacted]
 [redacted]
 
Can you overnight it? It has been more than 2 months.
 
Thanks,
[redacted]
Sent from my iPhone
On Nov 4, 2014, at 4:32 PM, [redacted] <[redacted]> wrote:
Hi [redacted],
 
What is the right address to put the suit in the mail? 
 
[redacted] 
<image001.jpg>"

Review: I ordered a swimsuit for $79 (inc shipping) on 9/9. I have yet to receive it and have multiple email exchanges with the Q Swimwear staff. The "track shipment" button kept saying it was out for deliver, but the person I sent it to kept checking with the postal carrier (who they know) and he didn't have it. Q then asked me to follow up with the post office and see if they could find it. I spent a week or two trying to track someone at the post office to help me. Never did get anywhere with that. So the post office mailed it back to Q. I was handed off to another person a Q to "help," and got an email from him that he would try to help. I asked if that it was returned could they overnight it to me as it had been over 2 months since I ordered it. The answer I received was that it would cost me an additional $30 if I wanted it overnighted. I finally reached a sales rep in Colorado that tracked the swimsuit down for me and had someone reach out to me that they had it. When I asked about overnighting it again I was told it wasn't their fault so no it could not be overnighted. I looked at the print screen that I took of my original order and saw that in fact I had correctly put in the mailing address. The implication in the email was that because I put the wrong address in, that it was my fault and therefore couldn't be overnighted. I work in Customer Service and this 2 month display of anything but customer service was horrible. I would have told them to forget it if the suit were for me but was for my 12 year old niece who keeps asking me where it is. She likely will wear a different size by the time it gets delivered and their lackluster support of the customer is awful. I will never buy another suit from them and will hopefully compel others to do the same.

Business

Response:

Dear [redacted],

Thank you for reaching out about the complaint against Q Swimwear. I read over the complaint filed by Ms. [redacted], and my coworkers worked with her to try and solve this issue. We tried our best to solve her shipping problem. Our system is automated on orders, and we create all of our suits through a sublimation process that on average takes 3 weeks and 2 days from order to delivery. We do not alter any of the data for shipping in the system and so it will ship to where ever was entered. I have attached what she entered in our automated system below, but it was an incorrect address so It was stuck at the post office, and we were not aware of this until we got the suit returned.

Ms. [redacted] was in touch with our employees who tried to help out and received a lot of hostility in response. She did not believe that she made the mistake but it was our mistake. We were offered to have her suit shipped to the correct address but she wanted overnight night shipping. For us to overnight ship from our head quarters in San Diego to Florida is expensive and against our policies, especially when she demanded that we pay full price for it. I have attached some of our emails, which show her giving us the correct address.Here is also a link to our policies:https://www.inksweat.com/faqs.php

We understand that she is unhappy her suit was delayed but we were not to blame for the incorrect address being provided in the system. Please let me know if there is any steps I should take to help resolve this matter with the Revdex.com, this complaint does not reflect on the business practices of Q swimwear and our customer service team.

Thank you,

[redacted]Sales Department[redacted]

"

From: [redacted] [mailto:[redacted]]

Sent: Wednesday, November 05, 2014 7:43 AM

To: '[redacted]'

Subject: RE: suit

Hello [redacted],

No we can’t overnight it. It was not our fault the wrong address was entered. The suit will ship today regular mail.

From: [redacted]]

Sent: Tuesday, November 04, 2014 9:01 PM

To: [redacted]

Subject: Re: suit

Can you overnight it? It has been more than 2 months.

Thanks,

Sent from my iPhone

On Nov 4, 2014, at 4:32 PM, [redacted] <[redacted]> wrote:

Hi [redacted],

What is the right address to put the suit in the mail?

<image001.jpg>"

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The two choices were "Reject," or "Accept." I don't prefer to continue to email back and forth with Q Swimwear, but nor do I believe their response was customer focused or appropriately reflected the facts. I have never reported any service to any Revdex.com, so this circumstance was remarkable enough to prompt that action. I think [redacted] does confuse the word "hostility" with "frustration." I had hoped that they would express regret for what transpired on my order (by wrong address, it was missing the suite number...the item was actually sent to an entirely different city). I did not think or believe it was their fault that it arrived at an entirely different city (and neither was it mine), but I would have expected that as the customer, I would have been treated respectfully and with some urgency given the protracted period of time it took for my to get my order. Their response was about continuing to argue their point and not about resolving a customer issue.

Given that they appear more focused on making sure all was right with Revdex.com of San Diego than on responding to a customer complaint, it is probably not useful/productive to continue the email back and forth. Thanks for intervening on my behalf to the degree that you were able.

Regards,[redacted]