My complaint:
Good morning. I would like to place a compliant concerning a faulty bathing suit that I recently bought from your company.
Here are the facts. I bought a two-piece bathing suit at the beginning of June (top and bottom) and used it only two times in a proper way, hand washing it and not stressing it.
After that, the bra closure broke as, I suppose, there was piece of cloth too thin/small to keep it in place (You can see it from the photo).
When I went to the shop to show the damaged bathing suit, the lady in charge (responsible of via XX Settembre shop in Genoa, Italy) told me she couldn’t change it as I didn’t have the fiscal receipt nor the internal tag. She recommended to reach out to customer service to ask for support in dealing with the matter. I did so and they apologized for the faulty bathing suit. They sent me the receipt saying they would notify the shop about the matter.
When I went to the shop for the third time (I work full-time and I don’t have much time to waste). The lady in charge told me she wouldn’t replace the faulty bathing suit as, according to the company’s policy, it wasn’t faulty, directly contradicting the information I received from customer service (the customer service saw the photos and ed that the bathing suit was indeed faulty, as they wrote it in the email they sent me that I can forward to you). According to the lady in charge of the shop, the bathing suit in question is not faulty; it’s just unstitched/unsewn.
She refused to give me her name and told me to come again as she was concluding her working day.
I asked how could it be that a bathing suit subject to high quality testing, as customer service specified, should be considered not faulty if broken after two times of proper use and she kept repeating that the article was just unstitched/unsewn.
I had already asked to have it fixed by the shop, but she said it was not possible.
At the beginnning I thought about a mischance, a machinery which didn’t work properly by accident, but, after the claims made by the lady in charge, I have to assume that your company’s concept of quality is really far from mine.
After that and my last complaint, the customer service disappeared and didn’t reply anymore.
I feel cheated and mocked of, not only about the faulty bathing suit which is not considered to indeed be faulty, but above all about the bad professional attitude showed to me and the fact they made me go to the shop three times even though they hadn’t in mind to value my compliant and replace the faulty bathing suit.
My opinion, not only on your and company and products, but on customer care has completely changed and I will tell everyone I can reach of the really bad experience I had.
Yours sincerely disillusioned
Grazia Bevilacqua
Suggested solution:
Changing the faulty article
