Samii RyanReviews of bysamiiryan.com

Response from Samii RyanMay 14, 2026

This genuinely made my day. Thank you so much for taking the time to share this — it means more than you know. I am so glad the exchange process was smooth and that everything arrived quickly. That is exactly the experience we work hard to create for every customer, and hearing that it landed that way for you reminds me and my whole team why we do this. The Smiley sweatsuit is one of my personal favorites and I love that you loved it enough to order another one. That is the highest compliment a designer can receive. Thank you for being part of the Samii Ryan community. Customers like you are the reason we keep going. We cannot wait for you to see what we have coming next. — Samii Ryan, Founder

Response from Samii RyanMay 14, 2026

Hi ,I want to start by apologizing that it has taken us this long to respond to this publicly. That delay is not acceptable and I own that. Thank you for sharing this, even though I completely understand why you're frustrated. A return should never be this difficult, and the fact that you had to reach out to me personally on Instagram to get it resolved tells me our customer service process failed you and that's on us. I want you to know this feedback has been heard at the highest level of our company and we are actively working to fix the gaps in our CS team's process so this doesn't happen to anyone else. If there is anything still unresolved on your end, please email us directly at [email protected] and reference this review I will personally make sure it is taken care of. We want every customer to feel good about shopping with us. We clearly didn't deliver that for you and I am sorry. — Samii Ryan, Founder

Response from Samii RyanMay 14, 2026

Hi , thank you for sharing this, and I am genuinely sorry for the experience you had. You are completely right that being charged for a return shipping when you simply wanted a different size is not the experience we want any of our customers to have. That feedback stayed with us. I want you to know that because of feedback like yours, we have updated our exchange and return policy exchanges and returns are now free for all customers. We heard you, and we made the change. I wish we had been able to offer you that when you needed it. If you would still like to exchange those two items for a smaller size, please reach out to us directly at [email protected] and mention this review we will take care of you at no cost, no questions asked. Thank you for giving us the chance to do better. This is exactly the kind of feedback that makes us a better brand. — Samii Ryan, Founder

Response from Samii RyanMay 14, 2026

Hi, I am so sorry. A month without a response after being charged is completely unacceptable, and you are right to call that out. There is no version of this where that is okay, and I understand completely why you filed a claim with your bank. You also said something that has stayed with me that our message is so positive you would expect the service to match it. You are right. That is exactly the standard we should be held to, and in your case we failed it completely. Since this review was left we have made significant changes to our customer service team and processes including response time standards and better order confirmation systems specifically so that situations like yours never happen again. I am sorry it took this long to even acknowledge you publicly. That changes now. -Samii Ryan, Founder

Response from Samii RyanMay 14, 2026

Hi, I am so sorry this happened to you. Returning two items and only receiving one refund while your emails go unanswered for over two weeks is completely unacceptable, and I understand exactly why you are frustrated. This is the kind of situation that should have been resolved within 48 hours. The fact that it was not tells me our customer service process let you down at a moment when you needed a straightforward answer, and I own that. Since this review was written we have restructured our customer service team, set clear response time standards, and updated our returns process so that partial refund situations like yours are flagged and resolved immediately. If your second refund was never issued, please email us at [email protected] and reference this Trustpilot review. Even now, in 2026, I want to make sure you received every dollar back that you were owed. If you did not, we will make it right. Thank you for taking the time to write this even when we had already let you down. Feedback like yours is what pushed us to make the changes we needed to make. — Samii Ryan, Founder

Response from Samii RyanMay 14, 2026

Hi, thank you for taking the time to write this out in detail, and I am genuinely sorry for the experience you had. You are right. A handling fee that was not clearly communicated before purchase is not acceptable, and blaming a third party when you reached out for help made a frustrating situation even worse. I understand why you felt let down. Your feedback, along with feedback from other customers, led us to make a significant change. We have updated our return and exchange policy and returns and exchanges are now completely free for all customers. No handling fees, no conditions, no fine print. We should have been doing this from the start and I am sorry it took experiences like yours to get us there. On the sizing, I hear you. Our fits can run differently across collections and we are working on making our size guides clearer and more detailed on every product page so customers can shop with more confidence before they buy. If there is anything still unresolved from your original order please reach out to us directly at [email protected] and reference this review. I want to make sure you were taken care of. Thank you for holding us accountable. This is exactly how we get better. — Samii Ryan, Founder

Response from Samii RyanMay 14, 2026

Hi , I am so sorry. You followed every instruction, returned your items within the timeframe, sent multiple emails, and still heard nothing back. That is a complete failure on our part and I have no excuse for it. You did everything right and we let you down. I want to be honest with you. During this period our customer service team was not operating at the standard our customers deserved. That is something I have taken full responsibility for and have since made significant changes to address including bringing on dedicated customer service team members, setting a 48 hour response time standard, and restructuring how returns and refunds are processed and tracked so that situations like yours cannot fall through the cracks. We have also updated our return and exchange policy so that all returns and exchanges are now completely free for every customer. If your refund was never issued please email us at [email protected] and reference this Trustpilot review. Even now I want to make sure you received every dollar back that you were owed. You deserve that and more for the patience you showed us when we gave you no reason to be patient. I am truly sorry it took this long for someone to respond to you even here. That changes now. — Samii Ryan, Founder

Response from Samii RyanMay 14, 2026

Vielen herzlichen Dank! Das bedeutet uns so viel. Jung, farbenfroh und voller Freude — genau das wollten wir mit jeder Kollektion schaffen. Wir freuen uns, dich als Teil der By Samii Ryan Community zu haben und können es kaum erwarten, dir zu zeigen, was als nächstes kommt. — Samii Ryan, Gründerin Thank you so much — this means everything to us. Young, colorful and full of joy is exactly what we set out to create with every collection. We are so happy to have you as part of the By Samii Ryan community and we cannot wait for you to see what is coming next. — Samii Ryan, Founder