Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  Type:Customer Service 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.

  SummserSalt refused to accept or credit me for my return of one $100 bathing suit bought off IG. I quickly returned the one suit in its original packaging using SS return process and policy. Four months later and way too many emails with them giving me the run around I have no suit and no refund. SS simply says they never received the return. Absolutely no customer service either than emailing.

  Business Response

  Date: 04/22/2025

  Hi *****,

  Thank you so much for reaching out and alerting us to your experience. I reviewed the emails you mentioned, and I see that not only did we always follow up quickly, I see that you did not complete the return correctly (as per the FAQ: ******************************************************************) and because of that we never received your item. I also see that our team issued a refund to you anyway as a one time exception to our refund policy.
  
  Next time you need to make a return, just let us know and we'd be happy to walk you through the process. Please reach out to us at ******************************** if you have any trouble seeing that $82.10 refund.

  Thank you so much for shopping Summersalt!

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair 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.

  On 1/14/25 I purchased 2 swimsuits. One on sale, one full price. The sale item was not properly advertised as final sale and I only realized this upon receiving a receipt - not prior to ordering. I received both suits on 1/17/25, and tried both on before leaving for the vacation they were purchased for. Neither fit. I inquired with the company about a return on 2/2/25 but was not returning home until 2/18/25. I obviously did not bring ill fitting suits on my vacation in order to return. There is no customer service phone number and I am being sent a form email that there is no return option, and charged shipping and restocking fees for brand new items. This company is a scam. Below is an example of how the final sale item was listed on the website (taken today - I didnt screenshot at the time) and a screenshot of how the policy was printed once the purchase was made - very misleading.

  Business Response

  Date: 02/25/2025

  Hi ********,
  
  Thanks for reaching out. I'm so disappointed to hear that your experience with us has been anything less than ideal. Our team does not make decisions on the nature of the sale or whether we allow returns, this was determined when you checked out, but I have passed along your experience to my management in case there is something differently we can do in the future. I see that our team has been communicating with you since 2/2/25 and has offered many solutions to you concerns.
  
  Our management has been able to approve the exception of making a return for you. It's important to us that our messaging is transparent, so we've included it in multiple spaces during your shopping experience, including Final Sale notices before purchase on our product description pages, in the cart, the *** (************************************************), and on every page of the checkout experience before payment is submitted, so we are bummed to hear there was a misunderstanding when you purchased on 1/14/25. Given your unique circumstances, we will be happy to make an exception to allow you to return your order for a refund.
  
  Your order number has been approved for a full refund, and you can complete that process here: **************************************************************;
  
  Let me know if there is anything else I can do for you in the meantime at ********************************* Thank you for shopping Summersalt!

• Initial Complaint

  Date:08/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 ordered a few swim items off instagram from the vendor and found out when I attempted to return them that two of them were ineligible for return. I clicked into their return policy and checked my cart for any indication that these were ineligible for return. I also looked at my order confirmation as well. There was nothing on the item listing either. I actually have no doubt they have it listed somewhere but I do think (and see confirmed by other people who have reviewed them) that they are clear about their return policy on different items and sales events. This is not new feedback and they continue to practice in this way so it feels they are taking advantage of that lack of clarity to unload merchandise. My sense is this won't be resolved but consumers should be aware that they need to read the site very thoroughly to understand if they can obtain a return.

  Customer Answer

  Date: 08/08/2024

  *********************************

  Customer Answer

  Date: 08/09/2024

  Company has agreed to accept the items for return. 

• Initial Complaint

  Date:04/25/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Hello, I purchased order #******* based on reviewing their Return Policy which indicated they would issue refunds to the original form of payment if returned within 21 days. The item did not work out for me, and the company is now saying the order will not fall under their return policy and instead is only offering store credit. I think the company should have been more transparent that that they would not follow the normal return policy on my order so that I could have taken that into account when making the purchase (I would not have risked the purchase had I known they would not use the normal return policy on it.)

  Customer Answer

  Date: 04/26/2024

  We can close the ticket. The business addressed the request

  Business Response

  Date: 04/26/2024

  Hi ***,
  
  Thank you so much for reaching out and sharing your experience with us. The Sidestroke in your order is not eligible for return for refund because the it was part of our Best Sellers Flash Sale and the final sale code BEST20 was used. These terms and conditions of the sale were communicated throughout the site, on the product page, in the cart, and the purchase flow (you can read more on our Promotions tab at our FAQ: ************************************************. However, I understand from your previous communication with us, that it appears this messaging didn't appear in your order status page, so I understand that confusion. We're happy to honor your request for a one time exception to our sale policy and refund you to your original payment method.
  
  It appears that you haven't used the return label we issued you yesterday (tracking: *******************************************************************************) but have no fear, once we receive the package, we will review and process your return and refund your original payment method. Please note that this return is subject to an $8 handling fee per our FAQ page.

  If you have any other questions please follow up on your thread to us at ********************************* Thank you again for shopping Summersalt.

  
  

• Initial Complaint

  Date:09/23/2023

  Type:Service or Repair 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 purchased 2 bikini tops and 2 bikini bottoms on 7/2/2023 ( ORDER #*******). I paid for expedited shipping when I made the purchase because I needed it for a trip. Since I never received the order on time I returned it for store credit (the only option Summersalt offers). I have proof that the items arrived back at Summersalt on 8/5/2023. However, to this day, September 23, I haven’t received a store credit or a response to my inquiries. There’s no phone number for a complaint. The only way one can contact Summersalt is via email, and Im yet to receive a response to my many emails. Summersalt is a scam.

  Business Response

  Date: 09/29/2023

  Hi ******

  Thank you so much for reaching out and for your patience with your refund. It looks like your return experienced a technical glitch that delayed your refund but it looks like your return credit was issued on September 27th. If you have any trouble locating that refund, please reach out to us at ********************. 

  I'm sorry you've been having a hard time receiving our email responses. It looks like all of your messages were responded to, but I don't see a question in regards to your refund credit. It looks like our last message to you was marked "seen" on September 24th, but please let me know if you have any other questions I can help with.

  Thank you again for shopping Summersalt!

• Initial Complaint

  Date:08/19/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 am generally a big fan of Summersalt and have purchased several swimsuits from them in the last month, but am disappointed by a recent transaction: My order on August 3rd consisted of two swimsuits. One of the swimsuits arrived on 8/12 defective (two small but very noticeable snags in the material) and I requested a return via their online system that same day. When requesting a return, you are asked for the reason. I noted that the return was due to a defective item and the return was approved. There were no follow-up questions or prompts to upload photos. During their 25% off sale, it is clearly advertised that sales are final and may be returned for store credit only. I understood that and had gladly accepted store credit for a previous return. However, I emailed their customer service on 8/13 explaining the situation and requested a return to my original method of payment rather than credit since this return was due to circumstances beyond my control. ******* promptly responded with a request for photos, but communicated that I had mailed the package the day the return was approved. She said this was not a problem and was "looking forward to getting this resolved ASAP." I did not receive any follow-up emails. On 8/18, I did receive an email from the general Summersalt email with a store credit for my return. The lack of communication and issuing of store credit only when damaged merchandise is shipped seem to be questionable business practices. Considering the circumstance, I believe that it is reasonable to grant an exception to the promotional sale return policy by refunding the original form of payment.

  Business Response

  Date: 08/23/2023

  Hi *******
  
  Thanks for reaching out to let us know about your refund. We're so sorry you received a damaged item, that is never the experience we want our customers to have, and I'm sorry this was yours. I've looked into your return for order and it looks like it arrived at our fulfillment center. I've issued your refund, so you should be receiving a refund confirmation email here shortly. I've also deactivated the original returns gift card.

  Please don't hesitate to reach out to us via email right away the next time you receive a damage. We're happy to collect those pics before you either return or toss, and either get that refund moving quicker or send a replacement asap!

  Should you wish to treat yourself to another Summersalt piece in the future please use code WELCOME for free standard shipping in the USA. Thank you again for shopping with Summersalt!

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased from Summersalt on July 8th. Order number is #*******. I spent $190.33. Their website says that they accept returns and do refunds. I would not have shopped here otherwise. On their site, they had a big banner saying enter this coupon code and get 30% off. I used the code at check out and saw nothing about the items being "final sale". After I already made my purchase, they email confirmation and in red letters say sale is final. Why didn't they tell me this BEFORE I purchased? None of the 3 items I ordered fit. I contacted customer service via email explaining that it was not made known before my purchase. **************** responded and said: "Your order is not eligible for return for refund because the items you chose were part of our Annual Warehouse Sale. In addition to the terms and conditions of the sale communicated throughout the site and purchase flow, when adding that item to your cart, there was also a note that stated Final Sale, Exchanges Only."" This is not true. There was no notice provided until after I completed my purchase. They refused to let me return them for credit as requested. They are offered store credit so I looked for ANYTHING to exchange for. I selected 1 item and was getting a gift card for the remainder $. At check-out, it looked like I was going to get changed full price for the item. So, I contacted them again and she assured me that I would get the sale price. LIE. They are pulling a bait and switch. Scam. They make it seem like they do returns, encourage you to enter a coupon code on the last step of check out, and then this invalidates their return policy and makes everything final sale. This is not clear to the end user. I do not want anything from this store and now I am out $190.33 and want my money back. Their customer service won't budge and I feel they are intentionally deceptive with their return policy.

  Business Response

  Date: 08/14/2023

  Hi *****,
  
  Thank you so much for reaching out about your experience with our sale and exchange portals. I'm sorry that your experience with us has been anything less than exceptional. It's important to us that we are completely transparent with our messaging surrounding our return policy, which is why we've clearly detailed our return policy on each product page, in the *** on our website and in your shopping cart once your code was applied. We are sorry to hear there was a misunderstanding about our sales and return policies, but if you'd like to check out our site, you can click around to see that this policy is still available for your view on the product pages, ***, and the rest of the places already mentioned. 

  As for your exchange, we're limited by the functionality of the exchange platform, and were unfortunately not able to apply discount codes to items purchased in the portal. This is also a policy we make clear on our site. I see that you've already had the opportunity to work with my colleague ******** and she was happy to honor a discount match via store credit as an exception to this policy, and you've opted to return instead. Please let us know via ******************************** if we can be of anymore assistance in that process. 
  
  Thank you again for shopping Summersalt!

  Customer Answer

  Date: 08/15/2023

  Complaint: 20442427
  
  I am rejecting this response because:
  
  The response is inaccurate.  When I made my original purchase, there was absolutely no indication that my purchase was not fully refundable to the original form of payment until AFTER I made the purchase and it was stated on the confirmation email I received. I double-checked the return policy prior to my purchase to verify that I had 21 days for a full refund.  It appears that the company lures people in w a discount code and once the code is entered, items become un-refundable, which is not indicated anywhere on your website or in the cart. There was no notice provided until after I completed my purchase.
  

  All items have been returned. 
  

  They make it seem like they do returns, encourage you to enter a coupon code on the last step of check out, and then this invalidates their return policy and makes everything final sale. This is not clear to the end user.
  

  I want a refund of $190.33. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 08/23/2023

  Hi *****,
  
  Thank you so much for your follow up! I can assure you that my full message was accurate, and I've checked our site and your order to be positive. I'm sorry that hear that you didn't see the messaging on your products or the cart. Next time you review the return policy on a *** I recommend reading the full messaging, which includes the paragraph: "Please note, site promotions may have different return and exchange policies. Please review promotion ***s and their return and exchange policies here (************************************************). Please note that promotion codes cannot be applied to exchanges." or simply reading the Promotions section of the *** if you choose to opt into a site promotion. 
  
  I completely understand that you've experienced a misunderstanding and we know mistakes can happen! Given your unique circumstances, we will be happy to make an exception to accommodate a return for refund for the items in your order.
  
  I've just processed your return for refund back to the original payment method, and you should see a notification soon. Please let me know if there is anything else I can help with at ********************************.
  
  Thanks again for shopping Summersalt!

  Customer Answer

  Date: 08/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/08/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 made a online purchase with Summersalt on July 19, 2023, order #*******, in the amount of $214.66. This was an advertised sale of 25% off across the website, NOTHING WHATSOEVER, at any point in time stated NO REFUNDS. When the order arrived on July 28, 2023, I tried the items on and none of them fit. A few days later, at my earliest opportunity, I initiated the online return process through Summersalt. In doing so, I was prompted several times to exchange items (which was not possible due to size issues and their ability to accomodate). I declined said exchange, and requested a refund instead for the entire purchase. To my great surprise and annoyance, I was informed I would be receiving a "gift card" in the amount of $214.66 instead. When I made my initial purchase, as I just stated, I was never told I would not be eligible for a full refund (to my original form of payment) in the event any or all of my items did not work out. I definitely feel and bait and switched by Summersalt in this transaction. I would NEVER made ANY online purchase that I could not return for a full refund! In addition, I find it very disappointing that a company such as Summersalt would stoop to such underhanded tactics. If they believe their product is so amazing, why not stand behind it in good faith and immediately refund a customer at their request? What kind of reputable company in today's economy has a business model like this? I'm very upset and am seeking a full refund from Summersalt in the amount of $214.66, to my original form of payment. Lastly, I did try to call Summersalt last week to attempt to resolve the issue, left a voice mail, and no response. I feel like they just stole my money and ran off with it. Not okay! Thank you for your assistance.

  Business Response

  Date: 08/10/2023

  Hi ******,
  
  Thanks for reaching out. I am so sorry to hear your order did not work out for you, and Id love to help you find another Summersalt piece you'll love! We do not have a customer service phone number, but we will always be able to help you via email at ********************************.
  
  Your order is not eligible for return for refund because the items you chose were part of our Annual Warehouse Sale, which you chose to opt into when you manually added the code SALE25. In addition to the terms and conditions of the sale communicated throughout the site in multiple places, including each of the product pages for every item you chose (example here: *********************************************************************), and purchase flow, when adding that item to your cart with the discount code, there was also a note that stated Final Sale, Exchanges Only. (***************************************************************************************)
  
  Were so grateful that you chose to #GoSummersalt. I hope you enjoy your store credit, and please let me know if I can offer suggestions for what to try next!

  Customer Answer

  Date: 08/10/2023

  Complaint: 20440767
  
  I am rejecting this response because:
  

  These terms (no refund) were NOT explicitly stated in my original purchase. The reason I chose to buy from the 25% sale as opposed to the prior 30% sale you ran was the abiity to get a full refund in the event the item(s) I purchased did not fit. I would never purchase swimwear, or any wearables for that matter, that are not eligible for refund. Who would? I would think, in order to improve and maintain Summersalt's reputation AND BBB rating, you would take the high road and honor my request rather than steal my money. That's a poor business practice and just plain wrong. Thank you in advance for your consideration.
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/16/2023

  Hi ******,
  
  Thank you so much for your message! I'm sorry that your experience with us has been anything less than exceptional. It's important to us that we are completely transparent with our messaging surrounding our return policy, which is why we've clearly detailed our return policy on each product page, in the *** on our website and in your shopping cart once your code was applied. This common business practice is actually the exact same policy as our 30% sale, and typical of all Summersalt sales.
  
  We are sorry to hear there was a misunderstanding - we understand accidents can happen! Given your unique circumstances, we will be happy to make an exception to accommodate a return for refund for the items in your order.
  
  I've just processed your refund back to your original payment method, and disabled the gift card your received. You should see an email notification of the refund shortly. If there is anything else we can help with, please reach out to ********************************
  
  Thanks for shopping Summersalt!

  Customer Answer

  Date: 08/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/05/2023

  Type:Delivery 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 mistakenly ordered the wrong size product and immediately, within three minutes of placing the order, made this known to Summersalt. They admitted not having shipped my order but are still refusing to cancel or exchange it. I don’t want this sent to me and don’t feel I should be responsible for returning it for an exchange when they had the opportunity to simply ship it correctly the first time. I also see that because I used a coupon code my item is now considered “final sale” and they’re claiming I can’t get a refund . But if they ship this suit to me after I asked them not to, I never want to shop with them again. I don’t consent to this shipment. I feel that the use of the code making my order “final sale” is deceptive, and their refusal to cancel an order that has not even received a shipping label is calculated and unethical.

  Business Response

  Date: 08/10/2023

  Hi ******
  
  Thank you so much for reaching out about this. It looks like you've already been working with my colleague **** ****, who let you If you would like to return this suit for a refund once you receive it, we will be more than happy to assist.
  
  I understand there is frustration and we apologize that we were unable to change or cancel your order. It's not that we refuse to cancel shipments, our team truly does not have the ability to do this. This is why we make it known in our FAQ, "We do everything we can to fulfill orders quickly, and unfortunately cannot make updates after the order has been placed." also "If your order has already been packaged for shipment, we are unable to cancel your order and recommend that you request a return label." ***********************************************)
  
  We would love to make this right for you. If you would like to have this suit, please use the exchange label provided. If you would like a refund for this suit, just let us know and we will update the exchange label to a return for refund. This is outside of our typical return policy for marked down items, but we understand that mistakes can happen!

  We're bummed you found the discount code you chose to use deceptive. It's important to us that we are completely transparent with our messaging surrounding our return policy, which is why we've clearly detailed our return policy on each product page, in the FAQ on our website ************************************** and in your shopping cart once you entered the code in yourself. We are sorry to hear there was a misunderstanding. As we've already mentioned, given your unique circumstances, we will be happy to make an exception to accommodate a return if you don't want to exchange for your size with the attached label.

  We hope that you will let us assist you. Please follow up with us at [email protected] if you would like us to change your exchange to a refund.

  Thanks again for shopping Summersalt!

   

  Customer Answer

  Date: 08/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I still have been given the run around and am stuck in a loop of being offered an exchange and told to contact them if I want a return. I’ve stated I want a return many times now. 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 08/14/2023

  Hi ******
  
  Thanks for following up and letting us know you don't want the exchange as you originally stated. It looks like you've already been working with my colleague ********, who updated your return label to an refund - I've attached it here as well. When we receive your returned order, we can then begin the process of checking in your items. 

  Please let me know if there is anything else at all we can do for you at [email protected].
  
  Thanks again!

• Initial Complaint

  Date:07/29/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 ordered a swimsuit from Summersalt on July 10th for a total of $90.37 including shipping. I didn't inspect the suit closely when it first arrived, and wore it once to the beach for a few hours on July 19th. When I took it off after the first wear, I noticed several seams were ripping so I immediately took photos and emailed customer service asking if the suit could be replaced, as the one I was sent was obviously defective.Customer service responded on July 21st asking some questions (did I wash it, etc), which I responded to on July 22nd. 3 days later, on July 25th, I received a clearly templated response from Summersalt saying the following:"Thank you for that additional info, and for your patience while we got back to you! I hate to hear that your item has developed a hole, and hate even more that you aren't out enjoying yourself in your item. While our policy doesn't allow for a return, I'd like to help as best I can. I've just issued you a Summersalt gift code for $20 that you can apply towards your next purchase of $95+. Just use CH-q39ed9 at checkout before 3/1/24. I hope you can use it for something that you will love wearing."Note, "item" was in bold 3 times throughout the email, suggesting it was a form fill that hadn't been completed. I immediately responded stating that the solution wasn't satisfactory, and that I certainly wouldn't be ordering more if they stood by a product that developed tears after 1 wear. My response was send on July 25th. It is now July 29th and despite following up 3 more times via email and leaving a voicemail, I have yet to even receive an acknowledgement of my response.

  Business Response

  Date: 08/04/2023

  Hi *******,
  
  Thank you so much for reaching out about this. We are truly sorry that you received a ripped suit, and want you to know that this is completely unacceptable. Please toss the suit that was delivered. Our suits should never arrive in that state - and Im sorry yours did. 

  I see that you've been working with our team and a replacement has already been sent your way. We hope you love your Sidestroke for many seasons to come - we know it'll be gorgeous on you! Please let us know via ******************************** if there is anything else we can do for you.
  
  Thank you again for shopping Summersalt!

  Customer Answer

  Date: 08/04/2023

  Complaint: 20394298
  
  I am rejecting this response because I requested a refund, not a replacement. I don't trust the quality of the suits after my last experience and the lack of customer service and I don't want to go through the hassle of contacting and following up with the company multiple times to sort out another issue. 
  
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/10/2023

  Hi *******,
  
  Thank you for your follow up. I completely understand this was not the experience you expected and we would never want you to be penalized for this rare mistake at our fulfillment center. I've just processed your full refund, and you should see an email notification of this shortly. If you get a chance, since you would no longer like to keep your replacement Sidestroke, I've attached a return label to send that back to us.
  
  Please let me know if there is anything else I can help you with in the future. Thank you again for your patience and for shopping Summersalt, *******!

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************