Product range is good with regular discounts and offers and prompt dispatch. I had to return a faulty racing suit recently though, and when I called to explain and ensure a replacement was sent immediately, the standard reply was.... 'it can take up to 7 days to evaluate !'. This is no good in the middle of the competitive season when swimmers race every weekend, especially with a £170 racing suit bought 5 days previously and worn for a single 2 hour session !....very frustrating !. I know it's difficult and some people will try and 'con' a new suit but the default 'position' needs to assume customers are trustworthy not the other way around. Either way, 7 days to evaluate is way too long............It should be within 24 hours of receipt. My issue was resolved quickly though but please commit to evaluate quicker !. Thanks for your help and the opportunity to feedback though !.
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Many thanks for posting your comments which are of great disappointment to me.
We pride ourselves on the high level of customer service we offer our customers and I am sorry that you feel we have disappointed you on this occasion.
Please be advised that we always need to notify our customers about the 7 working day inspection time but we also mention that it might be up to 7 working days. This means that sometimes inspections might take less time depending on the damage. We do not assume that our customers are trying to "con" us. Inspections are necessary as they help to find the cause of the damage and if the suit is in fact faulty it helps prevent this from happening in the future by improving on what went wrong. Sure, sometimes suits that come back are not faulty but we would never blame our customers for assuming they are. Many damages happen by accident that is unnoticed at the time it happens which causes the customer to think it was a fault in the material.
The whole point in the inspection is to provide the best and most accurate help for all of our customers and sometimes such process might take up to 7 working days. We would rather tell you this time than let you know it will be 24 hours and than take longer to inspect the item.
I fully appreciate the fact that it is the middle of a season and the suit is necessary to compete in. In cases like this you can purchase a new suit and if the one you sent back is deemed as faulty we can have the money refunded to you. Either way we always have to have the possibility to physically inspect the suit before a decision is made.
I feel bad that you are not happy with the procedures in place. If you wish to discuss this matter further please do not hesitate to contact me.
I look forward to hearing from you.
Michal Gondolewski Customer Services ProSwimwear Ltd