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:07/21/2023

  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 2 bathing suits at Summersalt and want to return 1 of them because it didn't fit properly. I've had to send several emails because I want a refund vs an exchange. I bought the suits because their website and reviews seemed legitimate but after dealing with spotty customer service and getting limited responses, this company seems like a scam. Also, I wonder if they drag their fit to respond in order to run the clock on the 21 day return policy. At a minimum they should have a customer service phone number to field complains because the website customer service is not helpful and offers partial responses. My order # is *******.

  Business Response

  Date: 07/21/2023

  Hi *******,
  
  Thank you so much for your message! We do not have a customer service phone line, and email will always be the quickest way to get ahold of us. It looks like you've already been working with one of my team members, who explained our sale policy to you. I'm sorry that your experience with us has been anything less than you expected. 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 your code was applied. It seems that my colleague was able to work with you to find a solution, given your unique experience.

  Please let me know if you have any other questions I can help you with. Thanks for shopping Summersalt! ??

  Customer Answer

  Date: 07/21/2023

  Summersalt contacted me and has since addressed and resolved the issue. I'm glad the BBB exists and helps customers gain traction when issues are not getting resolved. Thank you for your assistance.

• Initial Complaint

  Date:07/11/2023

  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.

  Hi,
  I purchased a swimsuit from Summersalt and it was defective after one wearing. It has a discoloration and it won’t go away after following the washing directions on the website. I contacted Summersalt and they have been unable to resolve. I am seeking to return the item and be refunded since the suit is unwearable.
  ****

  Business Response

  Date: 07/14/2023

  Hi ****,
  
  Thank you for reaching out to us. We’re so bummed to hear this about your suit. This is not typical at all. Though we’ve tested our suit’s ultra-tough polyamide & elastic blend in many chemicals, it looks like you may have stained this suit as this is not indicative on normal wear. Our suits are made to last for many seasons but we cannot control all aspects after purchase. While our policy doesn't allow for a return after wear, but I see that on 7/11 we offered to make a one-time exception and replace this suit for you. We can replace it with the same suit or a different suit worth $95, but we have not heard from you, despite our follow up emails.
  
  Please let us know what suit color/size/style you would like via your thread with ********************, and we will get that sent right away!
  
  Thank you again for shopping Summersalt. ??
  

• Initial Complaint

  Date:07/06/2023

  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 2 bathing suit tops and bottoms during their warehouse sale. The suits didnt fit properly and I reached out requesting a refund. They informed me that they only do exchanges. I go online to fill out the exchange process, which requires you to choose new items for them to send. When youre selecting the new items, they only give you the full price option, not the 30% off sale price of the items, so youre essentially wasting 30% of your money on the exchanges items. I sent multiple emails over the span of 4 days. No response. *** asked for a refund because I dont want to deal w this company and their faulty websites that trick you into losing money in exchanges for their no return policy. They have deceptive marketing, no customer service and a website platform that doesnt work. I just want my money back at this point. If I had known all these issues, I wouldve never placed my order.

  Business Response

  Date: 07/14/2023

  Hi ******,
  
  Thank you so much for your message! It appears that you've already been able to work with our team, and you were granted an exception to our sale & return policy. 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 your shopping cart, and in the FAQ on our website and in your shopping cart once the code SALE30 has been applied. I'm glad we were able to resolve your request, and we appreciate your understanding!

  Please let me know if there's anything else we can assist you with in the meantime. Thanks for shopping Summersalt! ??

  Customer Answer

  Date: 07/17/2023

  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:06/30/2023

  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 ordered two swimsuits for a vacation on 6/28/23, and requested and paid $35 for overnight shipping. The items were supposed to be delivered on 6/29/23; however, fedex has yet to receive my items. It is now 6/30, and will not arrive in time for my vacation. I would like to be refunded the cost of the shipping at minimum. (Order number *******)

  Business Response

  Date: 06/30/2023

  Hi ******,
  
  Thanks so much for reaching out to us about your order. I'm disappointed you didn't receive your order when you expected.

  Per our FAQ (******************************************************), orders placed after 11am CST will be processed on the next business day, and sometimes require up to 3 business days to process. Your order was placed Wednesday the 28th at 12:09 pm, and was processed the same day. Transit time for Next Day Shipping is one day and that delivery time begins when the package is picked up by the carrier, not when the shipping label is created.
  

  Sometimes carriers miss a tracking update, even though the package is still in transit and set to be delivered on time. This is normal, and common with third party carriers. However, if a package goes too long without updates, please follow back up, and we're happy to look into alternative solutions.
  

  I'm glad to see that one of our team members already refunded your shipping cost! We are excited for you to receive your new suit--we hope you'll feel amazing in it! Please feel free to reach out if you have any questions.
  

  Thank you for shopping Summersalt!

• Initial Complaint

  Date:06/12/2023

  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 bought a swimsuit from Summersalt - my second swimsuit from this company. I realized after wearing it once that it is defective - the inner cups show through the suit when wet. This creates an incredibly unflattering and strange effect. When I reached out to the company, they refused to honor my request for a refund or exchange and instead offered me $20 off the suit. This swimsuit is unwearable and I paid a total of more than $100 for it. I'm also a previous customer - I know from experience their swimsuits aren't supposed to look like this when in use. I feel a refund in this situation is warranted.

  Business Response

  Date: 06/21/2023

  Hi *****, 
  
  Thank you so much for reaching out about this suit - I'm sorry to hear the fit here isn't right. It looks like you've already chatted with our team, so you're aware of our policy, and know that unfortunately, we are not able to accept your a return without the liner on the suit intact. We cannot take back your suit since it has been worn, so it's ineligible for an exchange or return. We would love for you to be able to use code CH-ncnzdn for $20 off your next purchase, as it sounds like this may be a fit challenge.
  
  The lining and cups can shift and become more visible if you're wearing a size too small. Some customers find that sizing up makes the outline of the cups much less visible. I know you mentioned that you don't have this issue with your Olive classic Sidestroke, this may be due to the fact that the Olive Sidestroke does not have cups, and this Ruched Sidestroke does have cups and different compression than your first Sidestroke. If you're able to provide your measurements I would be happy to confirm what size would fit -or even a different style- would be best!
  
  Please let me know if you have any other questions or would like any other recommendations. I appreciate your understanding.
  
  Thank you again for shopping Summersalt!

• Initial Complaint

  Date:06/12/2023

  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 ordered three bathing suits online from Summersalt on 5/17/23 for my vacation. They ended up taking a week to be delivered and arrived the day I left for vacation - on 5/24/23. I returned home from my vacation on 6/09/23. I tried on all three bathing suits and didn't like the fit. I also no longer need the bathing suits since my beach vacation already took place. I was originally planning on keeping one bathing suit and was trying three styles to help me find a good choice. I was all set to send the bathing suits back today to meet the 21 day return for full refund to credit card. You have to get a printed label online to return. I initiated the return process yesterday, 6/11/23 - however they say that one or more of my items are not eligible for a refund. Nowhere on the website or on my order did they say these swimsuits were final sale. I cannot contact anyone by telephone and they say that if you send it back without their label, they will not accept the return. The generic e-mail response I received when I contacted them said they have received an influx of inquiries and they appreciate my patience in waiting for a reply. By the time they get back to me, I will be out of the time period for a full refund. My order number is *******. I am so upset about this and appreciate any help you can give me.

  Customer Answer

  Date: 06/12/2023

  I was able to reach someone through their chat system. Hope this works! Thank you! 

  Business Response

  Date: 06/15/2023

  Hi *********, 
  
  Thank you so much for reaching out. I'm so sorry to hear that you had challenges with our returns process and that you did not receive your order when you expected, though I do see it was processed and delivered within our standard timeframe, as stated on the FAQ ******************************************************************************************* *** ************************************). However, I'm so glad to see that you were able to get a return label from our team earlier in the week, and you have already received a complete refund back to your original payment method!
  
  Please let me know if there is anything else I can help you with. Thank you for shopping Summersalt!

• Initial Complaint

  Date:05/23/2023

  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 accidentally sent a return for a different business to Summersault using their label which has tracking. I messaged them as soon as I realized and before it delivered. However, someone just responded to me that it could not be returned to me. Summersault needs to return my property to me or pay me for it. You do not have permission to keep my property. It was a human error. Attached is the tracking number.

  Business Response

  Date: 05/26/2023

  Hi ***, 
  
  Thank you so much for your follow up about the items you included in your return package. Unfortunately - and we wish this wasn't the case -  we're unable to track down the items you shipped to our fulfillment center. The fulfillment center we use spans multiple multi-story buildings and houses many different brands and types of product. Our fulfillment experts have informed us that they are unable to track down items that arrive at the facility without our scannable inventory tracking barcodes.
  
  Though our team believes it may be impossible to locate your item, we're happy to try anyways. We followed up with you on 5/24 to address that we can't simply redirect your package based on your name or package tracking as packaging and the included items are separated before they are recorded, and hundreds of thousands of packages come through our return center a day. An item missing a barcode is not a unique or trackable attribute we can give our fulfillment center to identify your item. That being said, we asked if you could give a description of the item and we can attempt to direct our team to search for it. We haven't heard from you since before this message, on 5/24. Please see the attached conversation if you need further details from our previous thread.
  
  You have been completely refunded for your order, so we're unable to send you anymore money for this return package. Please let me know if you have any questions or information about the contents about your package.
  
  ********
  
  

  Customer Answer

  Date: 06/04/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  You do not have permission to keep my product. If you are going to keep it then you will pay for it. It is clothing and I told you that numerous times. I don't care how big large or dysfunctional you're fulfillment center is. If I tell you that I lost a product you shipped me in my home I do not get it free.

  And the fact that I got a credit for the swimsuit is because you guys screwed up and shipped it to the wrong location so I never received it!!! That has nothing to do with this BBB complaint request. Other than showing your complete dysfunction as a company.

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

• Initial Complaint

  Date:12/22/2022

  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 purchased 4 pieces from Summersalt on Nov 24, 2022 totally $433.18. Got email confirmation that day that it had shipped. As of Thursday, December 22, 2022 - there is no shipping information available and after repeated attempts to work with customer care at Summersalt, I have been unable to locate the package, or have them make it right, aside from being refunded $10 for shipping Dec 13. I've contracted the logistics company Summersalt uses for international shipping and they say they don't have the package, while the team at Summersalt says they do. Yesterday, I was told that since I bought the items on Black Friday - they're final sale, but they'd make an exception SHOULD the package ever arrive - by having me mail them back "whenever" they arrive. This is such a bad business practice, as a customer not only did I spend money with them, but I paid for shipping and to have $10 given back to me is unacceptable. This business is not customer-centric and by the looks of other complaints, I'm not the only one who thinks so.

  Business Response

  Date: 12/27/2022

  Hi ********
  
  Thank you so much for reaching out with this feedback. I reviewed your conversation with our team, and I see that your package has had a very long & difficult journey making it from our fulfillment center to your country, via the third party carriers, so I completely understand your disappointment and appreciate your gracious response. I see that our team processed a full refund for you last week - please let me know if you have any trouble receiving that, or if there is anything else at all I can do for you!
  
  Thank you again for your understanding and for shopping Summersalt!

• Initial Complaint

  Date:09/19/2022

  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 a swimsuit on 24 July 2022 (order # GE2600029808US), which was delivered on 27 July 2022. The suit was too big for me so I started the return process on their website on 28 July 2022 and received the return label promptly. I returned the suit in its original packaging and the proof of delivery states that the package was delivered on 25 august 2022. My complaint is that it has been over three weeks since the item was returned, but I have not received my refund yet. I have not received any reply from Summersalt for a couple of follow up emails that I have sent in this duration. Summersalt needs to give me my money back ASAP.

  Business Response

  Date: 09/23/2022

  Hi ******,
  
  Thank you so much for reaching out with those details. I see that we've been working with you via email since August 26th, and we issued your refund on September 19th. It looks like you haven't followed up with our last message we sent asking if you have received your money back to the original payment method. If you are having any concerns or issues, please follow up with us there so we can dig into this further with your updated details and our financial team.
  
  Thank you again for shopping Summersalt - I look forward to affirming that this has been fully resolved for you!

  Customer Answer

  Date: 09/23/2022

  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,
  
  ***************