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:12/09/2024

  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.

  Im filing this complaint about two issues that I have with the ************* first issue:I placed my first order on 11/21/2024, order numbers ***********. Today, on 12/09/2024, on 12th business day, I received notice from the complainee that the package has been delivered. Its a total lie. I didnt receive the package. Its the complainees responsibility that package is properly addressed and shipped promptly. I find the complainee responsible for all my damages incurring by the undelivered package .My second issue. On 11/29/2024 I placed my second order, the number is ***********. Right after placing the second order I was asking for modifying one of the items of the order. The complainee rudely responded they are not making any modifications and I have just two options or take it as it is or cancel the order. I asked another related question intending to proceed with my order as it is. The complainee left my additional related request with no response and arbitrarily canceled the order. Its was an undue act against my will. The problem to make new order is that some items from the order are no more available and the available items have higher price. Therefore, in that matter the complainee likewise incurred me damages by its negligible actions or inactions.

  

  Business Response

  Date: 12/10/2024

  On order number 25000784236 tracking details provided by ***** indicate there were 4 total attempts made to deliver the package to the delivery address the customer provided on the following dates: 11/25, 11,26, 11,27, and 11/29. ***** shipped the package back to the supplier. A refund of $40.95 was initiated 12/9/24 after confirmation of receipt to the warehouse.
  
  On order number *********** the customer requested changes to an order already in progress. Our system does not allow for these changes as noted in our shipping policy posted on our website. Our **************** Representative provided the customer with the options available for the order and was told if there was no decision within 24 hours, the order would be cancelled. The order was automatically canceled by our system when the customer did not choose one of the options provided. A refund of $30.07 was initiated 12/5/24 at the time of order cancellation.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22662066
  
  I am rejecting this response because:

   

  As to the order ***********, the complainee is considered responsible for the delivery even the package is handled by the post office. The complainee is so negligent and reckless by, inter ***** not checking properly the tracking history. For its own cover-up the complainee failed to bring up fully and true picture. First and foremost, in the tracking history, as it referenced by the complainee, the final destination for the attempted deliveries is *************** while the complainants address is at **********. Regrettably, the complainee wasnt capable of properly review the tracking history and realize that the tracking history doesnt reflect true state of things, to put it mildly. Moreover, on 12/9/2024 the compainee sent the message to the complainant *********** We received confirmation that your package has been delivered. We hope youre satisfied with your purchase. Wed love to see you shopping with us again soon.  That illustrates the complainee didnt have a clue what was going on with the package and allowed to its shipping partner commit fraud or gross negligence. The only reason for ostensibly incorrect address of the complainant at the time of a delivery may lie in the fact the complainee gave out wrong data to ****** If the data was correct there are serious doubts ***** tried to delivery at the complainants address. The complainant have  received in the same address in the last 3 days 5! packages from ******* delivered by *****. The deliveries were smooth and no issue with complainants address was found. Additional unethical behavior of the complainee unfolded when it  rushed to issue refund after the complainant brought to its attention the irregularities with the delivery. The complainee clearly ignored the interest of the complainant.

  As to order *********** sadly the complaint distorting the truth so much. Its not clear at all what the complainee considers order already in progress? The complainant requested change the size of one of the items within 5 minutes since order was placed. Definitely, the order wasnt prepared and much less wasnt shipped. Unfortunately, again the complainee turned to its unscrupulous tactics. The complainee was also silent about the complainants letter that was sent right after customer service representative rudely refused to make any changes. In his prompt letter the complainant asked for some clarifications related to the order. The complainee wasnt supposed to cancel the order without responding. Instead, the complainee again and again preferred to tramp on customers interest incurring him losses and damages.

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

• Initial Complaint

  Date:11/09/2024

  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 $475 tech suit from arena on August 8th. My son wore it once and on the second time he put it on, it ripped to shreds. I emailed customer service with all pertinent information and they responded with an email asking me for all of the information I had already provided, including pictures, order number etc. I responded to them referring them back to my original email because it had all of the information they were asking for. I never received a response. I reached out again, no response. There is no phone number that connects to a person.

  

  Business Response

  Date: 11/13/2024

  Our customer service team has reached out to the customer and is waiting for a warranty claim to be filed through our website.

  Customer Answer

  Date: 11/13/2024

   
  Complaint: 22535599
  
  I am rejecting this response because:
  All of the requested information was included in the original complaint.  They are asking for information they already have.   I have sent their requested information again, for the second time. 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 11/26/2024

  Arena has reached out to this customer and has asked for the product to be returned for inspection.  The customer was given instruction on how to return the product through our website and return portal, but the customer has not done so.  We cannot issue a refund for the product until this process has been done by the customer.

  Customer Answer

  Date: 11/29/2024

   
  Complaint: 22535599
  
  I am rejecting this response because:
  Arena did not reach out to me and ask me to return the suit for inspection.  Based on the pictures I sent them, they informed me that they would make a very special exception and refund me only half of what I paid for the suit if I returned it within 2 weeks.    This is unacceptable to me.   A replacement suit or full refund is the only appropriate response from them.  Instead they blamed my son and said it is not their quality issue, it was actually because my son didnt know how to put on a tech suit.   My son has at least 10 other tech suits, none of them are Arena, and this has never happened.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/09/2024

  Type:Product 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.

  Purchased two items from a grab bag. Items were mis marked with the incorrect size. Ive worn 34 in this brand for years. I asked if I could get store credit. They were very rude and would not accept a return for store credit. Im stuck with two swimsuits that I cant wear.ill never purchase from them again.

  

  Business Response

  Date: 08/13/2024

  Our return policy states "$20 and under warehouse sale items are final sale and cannot be returned."  From what we can tell the tags did not get changed and the size ordered was the size delivered.

  Thank you,

  arena

• Initial Complaint

  Date:11/04/2023

  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 placed an order (#***********) and received the Sirene Moulded Silicone Cap. However, this cap arrived dirty and didn't seem to be in a brand new condition. I have e-mailed Arena regarding this issue and requested for 50% partial refund. Due to my frequent travel and the product not having a visible damage.

  

  Business Response

  Date: 11/15/2023

  Hello,

  Our customer service team tried to reach out to the email ***************** and it has come back undeliverable.  Please reach out to our customer service team at ************.

  Thank you!

• Initial Complaint

  Date:09/28/2023

  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.

  We had purchased more than a dozen Arena tech suits over the years. One of the quality issues we have is the Arena logo peeling off after just a few wears. This is particularly disappointing as the logo is an important part of the suit's design and overall appearance. Aside from the Arena logo, the ** code in the back also fade or peel off after a few uses. Another concern is that there are certain areas of the suits that are easily stretched out, leaving fabric almost transparent. These suits are expensive and we hope they would last at least 3 or 4 swim meets. Unfortunately, this hasn't been our experience.

  

  Business Response

  Date: 10/10/2023

  Our **************** team has reached out to this costumer and the issue has been resolved.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20668085
  
  I am rejecting this response because: Out of the seven suits that have defects, ARENA agrees to replace only two upon receipt of the two defects. I asked ARENA if they can send back the suits after they examine the defects because my kids have plans for the suits, but ARENA refuses to work out any options. Ultimately, they only offered 40% towards one future purchase. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 10/19/2023

  The suits in question are multiple years old.  The return policy states "Returned merchandise received over 90 days past the original order delivery date will be declined and returned" on our website.  *************************************************************

  The offer presented to the consumer we believe to be fair.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20668085
  
  I am rejecting this response because:

  These suits cost $400-$500 each. Clearly the peeling of the logo is a quality issue.  Would you want to wear something with brand logo peeling off?  We are very disappointed in Arena's response to this issue.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/07/2023

  Type:Product 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 am a swim mom i have 2 children swimming. My daughter who is 12 chose 3 bathing suits on December 26 we ordered them she loved them three before she wore them on the water. When she went in the water with the ***** collection one, and came out the bathing suit was translucent and it look like it had water spots on it, making my daughter look like she pee her self. This was an embarrassment to her, all her team saw her. I contacted Arena and they said they couldnt give me a return or an exchange because my daughter wore the suit. The suit is clearly not build up for the water, the other 2 suits were good. I feel this company is stealing my money and keep on selling the product to other girls that will experience the same embarrassment. I want my money back and i am not paying for a mail back of the item fee. Arena didnt even offer a credit towards another product or thank me for telling them their product is damaged. Instead they told me i had to keep a product my daughter cant no longer wear.

  

  Business Response

  Date: 01/23/2023

  Hello,

  I will have our customer service team reach out to you.  Our customer satisfaction is very important to us and we are more than happy to work with you on this issue.  

  Thank you,

  arena

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18700882
  
  I am rejecting this response because: there is no solution yet. Their response is they will be contacting me but so far not contact has being made. Therefore, i cant accept their resolution because they didnt offer me a resolution. 
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 03/14/2023

  Our customer service team reached out to the customer and the issue is resolved.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 18700882
  
  I am rejecting this response because:
  

  I have not received anything from  Arena, i did submited a response before and on time so i dont know why you havent seen my response. i said i will wait for the business to contact me but they never contacted  me. They never reached out to me in any way. I still have bathing suit that my daughter can not wear and i have not received any refund. I have never spoken to Arena so i dont know why they say they solve this problem. Absolutely nothing was resolved because they have never reach out to me
  ********************
  

  

  Business Response

  Date: 04/14/2023

  A refund was issued and the customer was taken care of.

  Customer Answer

  Date: 04/25/2023

  Arena did issue a refund but no contact was made to me. I also dont know if they still have the particular bathing suit for sale. Which on my request, i ask to be taken down from their website. They cant sell translucent bathing suits and than take 4 months to give you a refund instead of taking it down from their website. My daughter was embarrassed and i do not want that to happend to anyone else. If they keep on selling that to others, situations like this will happen again. Arena did not contact me for 4 months, they only issue a refund and think that thats all i neeed as a customer. I still think they are scamming people by selling it. So i am not completely satisfied with their none respond. I dont know what kind of business they are that they have not make not even an email to apologize.