Kimberly J.

Update: I added a picture from the email with the return address, 20 days after starting the return process.

This will be kinda long so summary: vague responses/instructions, slow response times, horrible customer service and return/exchange system. Included pictures are of their email response, exchange policy, and the item I'm trying to exchange.

First time customer. I ordered 3 items from them a tankini top, bottoms, and a one piece June 4th; received my order June 21st, it took a while to get but it does day 7-15 business days. As soon as I got it I tried my items on the one piece and bottoms fit but the tankini top is to big so I emailed their customer service to start the exchange prices. Got an email same day saying ticket number (along with that number) has been created. That was all it said. The site says to not return it to the address it shipped from and that they'll give you an address. So I thought there might be a separate/ follow up email with the address and instructions on how to send it back to them (at your own expense and you also have to pay the shipping for the exchange item), I waited a few days and nothing. I emailed them June 25th asking what's next and how do I return/exchange this. They emailed back today, June 29th, with what has to be a generic/computer automated response saying to take pictures of the tags and crotch sticker and clear bag packaging (again this is a tankini top), no address, and offering a different option of a partial $5 refund and a $5 coupon towards my next purchase. Oh and they are putting the cart before the horse because they are sure to include that they I need send them the tracking number within 7 days of receiving the address, which feels like I'm in a hostage situation trying to get. Their return/exchange policy is quite vague on their site and their customer service response emails are even more vague. I don't like ordering clothes online because being a plus size woman can be difficult to find things that fit and prefer trying things on before purchasing and I don't like dealing with trying to exchange items. Their customer service has been very impersonal, vague, slow, and unhelpful. I will most likely go with the option they gave me because I feel like if I do the exchange the summer will be over before I get my item even tho I feel it will be mid to late July by the time they give me my "partial refund/coupon" and reorder.