Julie S.
SCAM! BEWARE, DO NOT BUY FROM THIS COMPANY!
I purchased 2 suits and I received them 35 days after placing the order. The tops were huge and I went online to request a return which is the most ridiculous process I have ever seen. They require that you send them pictures of why you are returning. They will not allow you to exchange for a different size, but will give you a 50% off coupon to buy another size. Of course there is not a phone number to speak to a representative, but you are required to email. Every time I replied to the email regarding the return, I received this message: "Note that opening multiple tickets will slow down the resolution process." 3 tickets were opened during our conversations, shocker. It is hilarious that their website states that they have "easy returns" in actuality they have the most difficult return process. They clearly give you the run around, so the customer eventually gives up trying to receive a refund or exchange. Reply: 1. My first review was not “late” it stated that it took over a month to receive the merchandise, 35 days. 2. I did request to return the product for a refund and I kept getting generic emails without instructions to ship back. 3. I did send pictures of the suits. 4. I did not change my reason to return, I was simply stating that the bottoms did not have liners b/c I read that I would get charged if I returned the bottoms without liners. UPDATE: I returned the suit back for a refund. The company received my suit on April 14th and I still have not heard from their Return Center although I have sent multiple emails.
Response from Riviera CocoMar 26, 2018
Hi Julie thank you for sharing your story, we always love to hear feedback, specifically if it helps all our community getting better service. Here are a couple elements that we need to mention for the sake of completeness: 1. On March 9 you initially left a 1 star review because your parcel was "late", after checking with carrier delivery time was within normal timeframe. It is important to note that you did not take EXPRESS Shipping at checkout. Most orders are received in 4 to 8 days with Express. 2. On March 21 (after receiving all products), you contacted Customer Care saying that the size guide was inaccurate. All our products have very accurate size guides, adjusted for every style. But mistakes can happens, and our store policies are here to protect you. We guarantee quality and sizing so you are covered. Our standard procedure is to ask for a photo evidence of the defect to avoid unnecessary post office costs. We typically reship items FOR FREE if there's any defect. 3. You did not provide any evidence that products were defective ... but we still offered you a 50% discount on the store to purchase another size, without having to return any of the products! 4. On March 26 you revised your initial statement and declared to Customer Care that in fact the rationale for your claim was absent liners. Again our agents were unable to confirm. Note that we always offer you the option to return products for a refund, via a simple online procedure. As of today, there is not any return request associated with your email ([email protected]). We always try to provide several options to our customers and limit costs associated with returns. For more information, you can access our Support & FAQ page 24/7 and easily initiate the return procedure directly online: https://rivieracoco.zendesk.com/hc/en-us Let us know if you'd like to return your products for a refund and revise your review. We feel that we did not deserve that one! Have a wonderful day Riviera Coco