JT
Unnecessarily Defensive customer service
I purchased a mystery box with 3 sandals. Through the plastic, I could see that one pair looked dirty on the bottoms. I’d attach pictures here if there is a way. Rather than send me out one replacement, which was all I was looking for, the exchange was defensive with the co. disputing that the sandal was not used/dirty, checking packing surveillance (I did send pictures) and only option offered was return of all 3 that I had to pay for or return of one (have to pay shipping again) and pay full price for remaining two (which weren’t even that nice). The written exchange with this individual was not very positive, which seems to be the theme from other reviews. If the customer is unhappy with the quality of the product, that should suffice, no? AI responses are friendlier.
Response from Tidewater SandalsJul 21, 2026
Hi JT and anyone reading. , The pair JT shared photos of was brand new and still sealed in its original protective packaging. Tidewater does not sell used merchandise. After reviewing both the photos and the warehouse video footage of your order being packed, we confirmed that new sandals were pulled from inventory and placed into your shipment. As explained, the appearance on the bottom was the flocked shipping layer used on the soles, not dirt or evidence that the sandals had been worn. We explained that this wears off with 1-2 wears on the sidewalk. You asked us to send a completely different pair with a dark sole and a more vibrant pattern. Given that request, along with your comments that the other styles were not appealing, we believe the concern to be primarily about wanting a different selection rather than receiving a used item (again, not possible and we have proof). Because the sandals were verified as new and were not defective, we were unable to provide a free replacement in a different style. We did offer the return and exchange options available under the Mystery Box terms, including an exchange with return shipping paid by the customer. Mystery Boxes are discounted because the styles are selected for the customer, and personal preferences will naturally vary. If our written communication came across as defensive, it was simply matching the customer's original tone and accusations, but we stand by the fact that the sandals were new and unworn.