SWELLReviews 59

I could write a book but simply put I am waiting almost a month for a shipment. Called many times. No one calls you back, no one emails you back. Two reps extremely rude and unprofessional. Phillip (supervisor!?) Andrea. Package has been lost, found, lost, found. I asked for a reshipment or a refund. Now I have to wait until Friday? ANY other company would have sent a new shipment and in good faith after years of being excellent customer knew that if the original shipment came I would send it back. I will NEVER order from them again, the CO has been contacted, and I am waiting to hear from them as well. WORST CUSTOMER SERVICE I have ever dealt with.

Had a very poor experience with their customer service today. I had placed an order and one of the items in the order was cancelled, which they never even notified me about. When I contacted them asking why it was cancelled they said it had been out of stock. I asked if I could order it in a different size, they said it was completely out of stock. When I looked on the site, it was still in stock in all sizes except the one I ordered. The representative then told me he didn't realize that and that I could re-order in a different size. However, he said there was possible way he could honor a price adjustment for the price I originally ordered it at (got it on a 50% off deal) and they could not waive a shipping fee on it either (the order I placed it with was of great value so it qualified for free shipping). This was absolutely of zero error on my part and a shame that they won't honor a price adjustment when the error was on their behalf.

I live for their extra 50% off sale clearances! I see that others have issues with shipping and customer service. I have NEVER had a bad experience with the customer service chat. I am also lucky enough to work very close to their warehouse and I pick items up by driving over. When I have had items ship, I've had no issue. I love their clothing. Their "Swell" brand items do leave something to be desired in terms of quality - but, I am okay with that because the stuff is very on-trend and I'm comfortable with wearing them out and about on vacation and potentially purging them from my closet after a year or so. I also enjoy the variety of items and brands - everything from chill to luxe and in between.

DO NOT order from this website! I ordered a pair of boots over 2 weeks ago and they have STILL not arrived. I was never emailed a tracking number so I have had to call Swell multiple times to track my package. Each time, they have told me "it is still in transit" and given me a different delivery day. I can't believe I paid $5 for shipping to take 2 WEEKS. This company is absolutely ridiculous and I do NOT recommend them at all. I wish I could give negative stars.

I've been buying things off and on from Swell for years. Never had a problem until recently. I placed an order and was charged but never received any shipping information on it. I had to email customer service and it took 3 days to get a reply. As of today, I placed my order 2 weeks ago and it still hasn't arrived. I'm in San Diego. Swell is in Irvine. How it takes a package 2 weeks to come an hour south, I do not know. But I do know that Tilly's will be getting my business from now on. See ya Swell.

I was turned on by a friend to the incredible variety of surf stuff at Swell.com. With my first order I've been jazzed, stoked and very very satisfied. In particular, Jessica in their Customer Service division has made my experience at Swell wrinkle-free. She even resolved a gift with purchase that I had missed. I ordered some stuff for my son and told him to call Jessica if in the unlikely event he had any problems. This is a good spot.

Over the weekend I placed an order for next business day delivery. I chose to pay extra for fast delivery because I needed a couple of the items before my girls trip this week. As soon as I placed the order online I realized that somehow the city and zip were incorrect. I went back to my account on the website to try to fix it for the shipment but only had the option to fix it for future deliveries. The support line was closed for the weekend so I waited to get help on Monday.

First thing Monday I opened up chat support with Julie to see if she could help me out. The first response was that they fixed my shipping address but that because of this my order would be delayed y one day. I asked Julie if there was anything else they could do. She went above and beyond to do just that and ended up getting my order shipped out that day and it looks like I'll be getting it on time! Thank you so much and I can't wait to get my new goodies for this trip.

I bought a pair of fringed sandals from their web-site. I didn't really like how they looked on me and didn't like the shade of brown. I was expecting a camel brown and they were kind of orange-y. I sent them back within a week or so of purchase, packaging them in the original tissue and shoe box. The box was quite sturdy but I placed tape around the ends, to prevent crushing in transit. A couple of days later, I got an email stating that they couldn't accept my return because the box was "missing/damaged." Perplexed, I called the customer service number where I was told that the box had been damaged because of the tape and the sharpie I had used to address the box. The girl claimed that they "cannot obtain new boxes" to resell the shoes, so if the box is damaged or marked up in any way, the item is unacceptable as a return. I have never heard of such a ridiculous policy, what kind of a 3rd rate business operates this way? If they cannot slap a new label on the box, that should not be the consumer's problem. I have returned tons of merchandise, bras etc that are in flimsy, plastic wraps and you know they have to re-package them to re-sell. This just seems like a sneaky, deceptive way to get around returns.

Bought the San Lucas Maxi Dress in white and the quality it came in when it was delivered was very poor. Basically, the photo looks better. The colour looks of cheap quality in a creme colour rather than white in the photo. Photo describes that a 5"10 model can fit a small, but I am 5"8 and the length is just perfect, so size is not accurately describe. The dress cost me $100 CAD. Will never buy again. Note: Never bother returning because they shipped it DHL and I had to pay for duties@ $40! Would have cost me a lot of hassle to return it from Canada. Such a waste of my money!

"Worst customer service and worst company EVER. I ordered a pair of shoes, they were the wrong size. When I tried to return them, they wouldn't accept them because of a "damaged shoe box"! What a pathetic excuse to keep my money. So now I not only paid for the shoe, the shipping, the return shipping, but the shipping back to me since they would otherwise discard it, hence taking both my shoes and my money! Customer service was unhelpful, basically kept saying it was my fault! Never shopping there again! "

WORST COMPANY EVER. I recently ordered 2 dresses from them and had not ordered anything from them in OVER a year. After completed the order i received an email that my package had been sent to my boyfriends old address in another state. I called at 7am when swell opened the next morning and was charged ANOTHER fee to have the order correctly rerouted. I received an email from the woman i spoke with on the phone saying everything was handled and that it will still be delivered on time which was all a LIE. I was sent multiple shipping trackment numbers which i realized none work. I still have not been refunded the rerouting fee even though it was not rerouted. I was on hold with Swell for over 45 minutes and the man i spoke with would not give me his last name, and was very rude and saying that the issue was my fault. Then after he was no help and he transferred me to a voicemail I called back to try once again and I was told to RELAX. Not professional and horribly rude workers. Never want to spend another cent there. They cannot even guarantee me a refund until they pick up the package. My boyfriend moved out 9 months ago and we have no clue who lives there now. Especially since we live in TN and the package was sent to North Carolina. Awful customer service, awful company.

Swell.com looks great and appears to have some good savings but the customer service is dodgy-i placed an order only to be emailed a day later saying they couldn't supply half of my order to australia due to recently changed legislation and they listed all the brands that were unavailable for australian residents- this turned out to be almost half of their site content. I selected some alternative items and emailed them back, and waited for mynorder to arrive. Two weeks later I was still waiting and hadn't heard anything so I followed up with their customer support, only to find that my order had been cancelled because they didn't have the correct email address or credit card number. It all sounded dodgy as they had contacted me via
Email already, and the payment was confirmed- if id made a mistake the payment wouldn't has said processed... basically if they don't want to ship internationally just say so... don't make it a headache filled with unconvincing lies... not worth the hassle when there are sites like pacsun.com and surf fanatics that have awesome international customer service and capped shipping!