Complaints

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• Initial Complaint

  Date:05/26/2025

  Type:Sales and Advertising 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 have attempted to email and chat with Sanori to no avail. I have requested a return through their online portal, which was not working. Once I emailed with someone back-and-forth, I stopped receiving any correspondence. And thenI did the online chat to which I was greeted with a very rude customer service **** The only options Im being offered for unused unworn swimsuit is a store credit. Which I do not want. They said because I had previously exchanged for a different size. I can no longer return the for a money back. Their return policy was not made clear upfront when I was asked if I wanted to exchange for a different size. The fact that just becauseyou exchange something for a different size that youre not able to then return it except for store credit is absolutely insane. Everything is done online throughe-commerce nowadays and this is the only site I know that has such asinine return policies. Not only that the customer service *** was absolutely rude and unhelpful. Im trying to return the cream aurora suit for a refund. Im keeping the red one.

  Business Response

  Date: 05/29/2025

  Were sorry to hear that this customer was disappointed and would like to clarify the situation and our policy.
  At Sanori, we strive to provide excellent customer service and clarity around our policies. Our return policywhich is available on our [Returns & Exchanges page] ********************************************************* - and also referenced during the checkout processstates that we accept returns for store credit or exchange only, and that any item exchanged becomes final sale. This policy exists because we cover the cost of shipping both ways and sanitize all returned items, which adds significant handling costs. This approach is consistent with many brands in our category.

  
  In this customers case, she initially placed an order, then exchanged her item for a different size. After that, she requested to return the exchanged item for a refund. We kindly reminded her that, per our policy, once an item is exchanged, it becomes final sale. However, in an effort to go above and beyond, we offered a one-time exceptionallowing her to return the exchanged item again for store credit, even though that is outside of our standard policy.

  
  Its important to note that this is not the customers first order with us; she has successfully gone through the return and exchange process with us before. We believe she is familiar with our policy, yet unfortunately became upset when we were unable to provide a monetary refund. While we understand that she is frustrated, our team remained professional and offered all available solutions within and even beyond our policy.

  
  We are still happy to help process her return for store credit and support her in finding a style or size she loves.

  
  Warm regards,

  
  Sanori Customer Experience Team

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Whitney

   

   I appreciate the response from the business. And yes I have once previously shopped and returned an item. However, I was not aware that making an exchange voided my ability to return an item for a refund all together. This is not the policy of most sites. I was not happy with the fact that they expect me to read pages of small print to understand that Im waving my right to a refund just bc I tried a second size. The swimsuit fabric was not good quality and did not fit properly. The first was too small and the second was too large. Most companies are concerned with customer care. Your employee was not polite despite the claims of professionalism. I do not wish to return my item for a store credit as I will not ever be doing business with Sanori again.