Swell

Horrific customer service. I am trying to exchange a medium hat for a small and they are telling me it takes 3 weeks to do so? I am now at 3 weeks and two days and nothing. I email them and they just give me chirpy responses that they have not received my return yet when a week ago I got an email saying they did receive it and it is on its way to the warehouse. Well, their warehouse must be in China and sent via cargo ship because that was a week ago. CS will not look into it further except to continually say it take 3 weeks. Never will order from here again.

If I could give no stars I would because this establishment does not deserve any. Their customer service is a joke. I regret placing an order there so much. I should have done more research on this company because others are having the same issue.
Back in October I ordered two bikinis from here online for an upcoming trip to Hawaii. Neither of the tops fit well, so I didn’t even unwrap the bottoms, and returned them in the mail the next day. A month later no refund appeared on my card, so I contacted customer service. Not only did they take forever to reply, they first couldn’t find my order then said they were working on it a few weeks later, then sent me a note a few more weeks later with a total at the top that didn’t match the items listed, which were also wrong. Then the refund never came so I called my credit card company and filed a dispute and they said swell not only hadn’t refunded me but DOUBLE CHARGED ME. It’s February and this has gone on since October. My bank is sending the claim to their investigation unit because Swell said they’d refund me but it hasn’t happened. I’m still dealing with it. I regret placing that order so much.
Based on my experience I would no patronize this business ever again and I want to warn as many people as possible. They’re astonishingly unprofessional.

Honestly, it’s very hard not to think this ‘retailer’ are just online scammers, because they are quite simply the worst company I have ever purchase anything from online. They sent me completely the wrong item from the one pictured on the website, and when I sent them an email to enquire about returning it I received no apology, but instead just got an incredibly rude email from what I can only assume to be a child, with no help about returning it at all, more like ‘tough luck, it’s not our problem’. I messaged again a few days later and spoke to someone a bit more helpful, who said they received a different shipment to the one expected– not sure why they still sent out the item knowing it was the wrong one! However, returning the item is next to impossible as they have sent me the incorrect shipping form/​label, and they are now completely ignoring my emails asking for help. Seeing as all their products are sold elsewhere I would advise anyone looking to buy from here to shop around instead. I would NEVER purchase from Swell again.

If I could rate no stars, I would. Swell has THE WORST customer service by far. I placed my order on 12÷31÷15 and as of 1÷19÷16 I have yet to receive my package. Based on the FedEx tracking, they claim my package was delivered. I have been trying to get this resolved since 1÷12÷16 but they keep giving me the run around. I gave them the 5 days they require to contact FedEx and 8 days later when I ask for a follow up, they again tell me they need 5 days to contact FedEx. WHAT THE EFF WERE YOU DOING THE LAST 8 DAYS!!! I’ve been an avid shopper of Swell for years and typically happy with my purchasing experience, but lately they have been THE WORST online merchants.
I informed their «customer service» rep that I am well aware of my rights based on the Consumer Protection Act and that I have the right to a full refund in the amount of the purchase price for any goods not received. I don’t think the person even knew there was a Consumer Protection Act. It seems there have been several complaints about goods not being received and Swell not issuing refunds/​credits. If they fail to honor my rights, I will simply contact my Credit Card company to issue a chargeback for the billing error for goods not received. Merchants who choose to work with major credit cards typically have to have a chargeback account with that issuing bank to cover for costs of unsatisfied cardholders.
If you’re okay with having your money tied up for months at a time waiting for items that will never arrive, then go ahead — Swell is the place for you. If you value your money and expect to receive goods paid for, then STAY AWAY!!!

I have never been so frustrated with an online buying experience. First of all, they guaranteed 2^nd day shipping– I purchased 2 items for a Christmas present. They didn’t come in time for Christmas. The came a week after Christmas had past. I called to discuss this and their response was that it gets busy during the Christmas season and that’s why they were late. They didn’t apologize or give me any kind of refund. Secondly, when they came, 1 item was missing and there was no note about why. It took me calling them for them to tell me 1 item was out of stock. They said I could either choose a different item or get a refund. I chose a refund– they said I would receive a confirmation email and should be refunded within a few days. It’s been 10 days and I still haven’t seen either. I called again and they said they would send a confirmation email and assured me the refund was on the way. Still haven’t seen it. Although their clothes are cute, I won’t EVER use this website again because of how frustrating of an experience it has been. You can find cute clothes a lot of places. Don’t waste your time with this company.

I ordered some stuff during Black Friday weekend. I received the items in two weeks which was the average time for all the Black Friday online orders I did considering the high volume most stores were getting during that time. It does help a little that I am only 30 minutes away from Irvine. I think a «we are processing your item as soon as we can… you will receive a shipping confirmation…» email would help put some customers at ease. Anyway, the items didn’t fit, I returned it in the original condition and I received my full refund in a few days, easy peasy.

Extremely disappointed with the customer service of this company. This was my first time purchasing on Swell. I purchased two men’s shirts for my boyfriend for Christmas that were buy 1 get one free… I was getting a great deal… Or so I thought. When I received my package 2 days later I was surprised to see only one of the items I purchased. Upon calling Swell customer service I was informed that one of the items I ordered had sold out. This was very frustrating considering I was never notified prior. But whatever things happen… What really irritated me was that in order to order a different item I had to recharge the new item on my credit card and then they would refund my second purchase. This makes no sense! I paid for an item I didn’t receive and now they are asking me to pay again??? WTF? But I wanted my free item so I did it. And the cherry on top?! I was promised overnight shipping because of this hassle… That was on the 23^rd. Today is the 29^th, I have still not received my package, and my confirmation email said it was shipped standard, and my tracking number cannot be found. However customer service insists it was shipped overnight. So moral of the story, save your self the hassle and DO NOT SHOP HERE!

I placed two orders this year and one was shipped incomplete! The other has not arrived even when it was shipped overnight! Very disappointed this year!!! Last year there wasn’t a problem but next year won’t be buying from
!!!

I ordered fins for a trip to Costa Rica and I guess i will be boogie boarding. They really don’t care. No fins, no response, nothing. Good luck dealing with them. Read the reviews. THEY DON“T CARE ABOUT SURFERS. No sell here

so very sad, was my favorite site. Just got off the phone with customer service, couldn’t really tell me what is going on. Hope my orders are coming, but not holding my breath. Not shopping here anymore.

worst company ever!!! do not ever order online its been three months and i still dont have my order refunded on a $ 400 dollar order. worst service ever, no one knows anything, management is the worst, customer service is full of idiots, they must go out and recruit the dumbest people they can find and give them jobs!!! i have no clue how they are even in service!!! dont buy huge scam@!!!

I returned a $ 80.00 jacket over a month ago and they still won’t give me my money back. They emailed me a receipt telling me that they received the returned merchandise but when I asked where my money is they gave me some b***s*** story about their warehouse being backed up. I asked again 3 weeks later and this time they didn’t even bother responding to me. They have obviously decided to keep my money and ignore my emails. I’ve been shopping at Swell for years and I’ve never had a problem with returns but after this, I’m deleting my account and never shopping there again.

I have had nothing but good experiences with this online retailer.
It may be because I usually happen to order stuff during the 50% off of sale and I do not even expect to do a return. Though the return policy looks quite fair, I have never needed to interact with customer service.
They ship pretty fast and since I am just down the coast, I get it soon.
The clothes that I have ordered are all surf/​skate name brands and I got them for a steal being they were already on sale and then 50% off that.
The Swell brand men’s sweatshirt that we got earlier this year is still looking super nice. Not thin or cheaply made. Lovely blue color.
The sizing chart is the one thing that I don’t go by, I tend to usually look up the actual brand and see what they say.
They have lots of surf and skate clothes for men, women and kids. There are also surfboards, skateboards and accessories. The home items are something I didn’t expect, but they seem to have anything you would need to surf, skate, go to the beach or just hang out. Even for the wee little tots.
Surfrider also sells their stuff through here.
The website is easy to navigate and well-​laid out. You can check up on your order easily.

customer service needs help. ordered and it did not ship for a week. no e-​mail, no call, just sat there. Labeled and ready to go. They had some computer change going on but each person told me a different story as an excuse but did not seem to care the orders just sat there. So lame. The staff bragged they can box orders in 15 minutes of receiving them but apparently take a week to ship them when they state the computer upgrade won’t effect shipping. ummmm… duh…just be honest.

Here we go again, the customer service is horrible. I went to purchase I pair of pants and when I put them in my cart the price more than doubled. I called customer service and was told that the prices could change at anytime. So I tried it again with customer service on the line same thing happened, website shows one price they charge another. I was told sorry there was nothing they could do to help me. I have made many purchases here in the past but this was the first time I had to deal with customer service. I’m thankful I had no problems in the past and there will be no future problems because I will not shop at a place with such bad customer service. If you plan to make a purchase here, read the reviews on SWELL’s customer service first and them make your decision.

They have the worst customer service I have ever encountered. I purchased an expensive bikini a few months ago and I never received it. I went through hell trying to get a refund or store credit and they have this ridiculous policy where you have to wait at least 5 days after the delivery date for them to begin investigating. The reason why they make you do this is because they believe the mailman may have misplaced it or the package is delayed.
Since they don’t offer refunds, I asked for store credit and they were extremely hesitant to provide that to me as well. I believe I went through a dozen emails with them and a few phone calls. I find this extremely unacceptable especially since a problem like this should be resolved within a few emails. I delayed writing this email because I gave them the benefit of the doubt but I decided to follow through with this because I still have not received my store credit that they said was already in my account.
Also, they are horrible with emails. I can feel their disgusting attitudes through their text. I cannot express how frustrating this shopping experience has been to me, I will NEVER purchase from them again nor will I EVER recommend them to any of my friends.
BUYERS BEWARE!

As the reviewer below me stated, customer service here is unacceptable. They seem to have policies in place to ensure their own profit and customer satisfaction be damned. I ordered a pair of shoes that I was not happy with and sent them back in the original box. They claimed that because I had put tape on the box, the shoes could not be resold; the box was «ruined» and they could not obtain additional boxes from the shoe company. Really? So, they were going to send the shoes back to me, and charge me for shipping as well! The girl I spoke to on the phone also claimed that this information is on their website, «along with pictures», so I checked, and sure enough, it is… at the very bottom, after several paragraphs of the usual return reassurances, (I mean, after you read that they want you to be happy with your purchase and will accept your return for any reason within 60 days, do you really feel the need to read further?) then more paragraphs on how to use the smart label (which I never got) finally, there is a diagram of what I guess is supposed to be the «correct» way to return boxes. Let me tell you, I am a savvy shopper and have bought and returned many, many items, both online and at brick and mortar stores, and never have I heard of such a policy. Sometimes returns are not in their original packaging – things get thrown away, torn, or whatever. Any reputable store or business will accept returns as long as they are unused and with tags, regardless of the condition of the wrapper or packaging, or lack thereof, that said item came in! Is this even legal? I have contacted the CA Dept. of Consumer Affairs, as well as the Better Business Bureau, so I guess I will find out.

This is a warning to those buying the product you see online. I’ve been a buyer of surf clothing from Swell for years and never had any problems… until now. I recently bought five items of clothing and had to return four of the items because the material description on line was different than the tag on the clothing. For example, the shorts described on line said «50% cotton 50% modal fleece», the tag said «60% cotton 40% polyester.» A t-​shirt was described online to be «100% cotton», it turned out that the tag said «60% cotton 40% polyester.»
I was very disappointed and took the cc refund because I couldn’t trust reordering more clothing on line if it was labeled wrong.
Anyway, if the material the clothing you ordered isn’t an issue with you, please disregard this comment, otherwise be really careful and check the clothing you purchase. To their credit, they refunded the money the day they received my order back at their warehouse.
Sorry to say, this was the last order I placed with Swell.
Bummer.

I ordered a fairly expensive pair of sunglasses and 2 days later, before they’d even shipped, the price dropped. I tried calling as soon as I saw that but they are closed Friday & Saurday. and it was a Friday night. I emailed customer service with all the information and got no response. Their website says to allow a couple of business days for a response and this was just 5 days before Christmas. I assumed they were swamped and I thought, «I’ll wait till Christmas is over so as not to bother them.» So a couple days after Christmas, I emailed them and re-​requested a refund and they wrote back saying they don’t do price adjustments after 5 days! Unbelievable. We’re not talking a huge discount but the stinky customer service is unacceptable. First & last time I shop at Swell.