30,691 tickets1-100

Conversation with Customer #518037934

Unknown 路 Gorgias #220032350

closed
Opened
6 May 2026, 15:53
Closed
6 May 2026, 16:30
Assignee
Unassigned
customer carerettrianglai_answeredai_handoverai_next_genai_processingsender-anonymouschannel-chat

No Open Doors contact is linked to this ticket.

  1. CUSTOMER2026-05-06 15:53:00路 chat/gorgias_chat
    Nothing about the return is "hassle-free" as you say on your website
  2. AI_AGENT2026-05-06 15:53:11路 chat/api
    Hi there! Thanks for reaching out to TRIANGL Support. I鈥檓 sorry to hear about this, let me see how we can help. I鈥檒l pass this over to our team so they can help you directly, they鈥檒l join shortly. Please leave your email address here too, and you can expect a reply in chat within 1 minute.
  3. AGENT2026-05-06 15:53:42路 chat/helpdesk
    Hi there! I鈥檓 Janis, and I鈥檒l be helping you from here.
  4. AGENT2026-05-06 15:54:26路 chat/helpdesk
    Sorry to know about the inconvenience. May I know your concern so we can forward this to our Returns Team?
  5. CUSTOMER2026-05-06 15:56:17路 chat/gorgias_chat
    it is completely unclear how the returns/exchanges work. when reading the website it is unclear that we would have to pay for the shipping to get the swimsuit, and then also the return because your sizing is completely off
  6. AGENT2026-05-06 15:56:54路 chat/helpdesk
    Sorry, we don't provide return label. The shipping cost incurred in returning the item is not covered by us, and the cost would vary depending on the courier that you will use. But for exchanges, we will definitely take care of the shipping cost in sending the new item back to you.
  7. AGENT2026-05-06 15:57:03路 chat/helpdesk
    We understand you are concerned about the shipping cost of returning your item. We suggest using the regular post as opposed to commercial couriers like FedEx or DHL as they can be costly. To save on shipping, you may go to your local post and have it shipped as a regular mail (just keep the receipt for future reference).
  8. CUSTOMER2026-05-06 15:57:29路 chat/gorgias_chat
    We are exchanging the item and did not get offered to have the shipping cost covered.
  9. CUSTOMER2026-05-06 15:57:51路 chat/gorgias_chat
    it says that we are paying for the return and the new shipping label to get the exchanged size
  10. AGENT2026-05-06 15:58:05路 chat/helpdesk
    I am sorry as we do not provide return label. For returns or exchanges, you will just need to cover the shipping fee for returning the item back to us, and then we'll cover the shipping fee of sending the new size to you if it's an exchange.
  11. AGENT2026-05-06 15:58:43路 chat/helpdesk
    I will endorse this matter with our Returns Team to further assist you. May I know the order number, RA code, and your email address, please?
  12. AGENT2026-05-06 16:00:16路 chat/helpdesk
    Sorry, I just want to check, are you still online?
  13. AGENT2026-05-06 16:02:15路 chat/helpdesk
    It seems like we have lost contact. I may need to terminate this chat as of the moment. But please don't hesitate to chat with us again anytime should you need assistance. Have a lovely day! xx
  14. CUSTOMER2026-05-06 16:03:35路 chat/gorgias_chat
    i am here
  15. AGENT2026-05-06 16:04:25路 chat/helpdesk
    Hi! Kelly here, and I鈥檒l be helping you today. :)
  16. AGENT2026-05-06 16:06:05路 chat/helpdesk
    How can I help?
  17. CUSTOMER2026-05-06 16:06:21路 chat/gorgias_chat
    I am trying to do an exchange and am getting extremely frustrated with the policy and lack of communication involved. I never would have ordered from this website if i knew that the returns/exchanges were so difficult/bad for the customer. It seems ridiculous that I will have to end up spending $30 in shipping to exchange my bikini for a proper size after your sizing is what is off here.
  18. CUSTOMER2026-05-06 16:07:49路 chat/gorgias_chat
    I would like to at least get free shipping for the exchanged size, as that is what was previously mentioned in the chat, but not told to us when we submitted the original exchange online. This kind of customer service and lack of return infrastructure is not something that i would expect from an established brand and it seems that this has been an ongoing problem for Triangl
  19. AGENT2026-05-06 16:08:19路 chat/helpdesk
    Sorry to know that the bikini didn't fit exactly the way you wanted it to.
  20. CUSTOMER2026-05-06 16:12:52路 chat/gorgias_chat
    are you still there?
  21. AGENT2026-05-06 16:12:56路 chat/helpdesk
    We sincere apologies for this. However, we don't offer free shipping. You will be liable in shipping the return item to us. The fee will depend on the chosen courier. You may try to find a cheaper Registered Postal Service that can ship your bikini and keeping a record of the tracking details. Triangl cannot be held liable for any loss of garments being returned. We have a return warehouse in CA.
  22. AGENT2026-05-06 16:13:53路 chat/helpdesk
    Can I get the order number and best email address to reach you and will forward your concern to the Returns team for further assistance.
  23. CUSTOMER2026-05-06 16:14:19路 chat/gorgias_chat
    I am not talking about the return shipping I am talking about the exchange shipping if you read what i sent I say that. It was said earlier in the chat to me that: "and then we'll cover the shipping fee of sending the new size to you if it's an exchange."
  24. AGENT2026-05-06 16:15:06路 chat/helpdesk
    Basically, you'll have to pay for shipping back the bikini to us and we pay for the shipping of the new/exchange back to you.
  25. CUSTOMER2026-05-06 16:15:16路 chat/gorgias_chat
    email: srose139@gmail.com
  26. CUSTOMER2026-05-06 16:15:34路 chat/gorgias_chat
    Return Authorization #DE0302908646
  27. AGENT2026-05-06 16:15:57路 chat/helpdesk
    Yes, that is correct! We will cover the shipping fee of sending it back to you.
  28. AGENT2026-05-06 16:16:14路 chat/helpdesk
    Noted on the email address and RA number. One moment, please.
  29. AGENT2026-05-06 16:16:45路 chat/helpdesk
    How about the order number?
  30. CUSTOMER2026-05-06 16:17:39路 chat/gorgias_chat
    I can't find the order number right now
  31. AGENT2026-05-06 16:18:23路 chat/helpdesk
    Is this for SOFI style?
  32. AGENT2026-05-06 16:18:51路 chat/helpdesk
    Have you ship the suit back to us?
  33. CUSTOMER2026-05-06 16:18:56路 chat/gorgias_chat
    Yes
  34. CUSTOMER2026-05-06 16:19:01路 chat/gorgias_chat
    exchanging the XS for a S
  35. AGENT2026-05-06 16:20:32路 chat/helpdesk
    Thanks. Just to confirm, you have shipped the suit back to us?
  36. CUSTOMER2026-05-06 16:21:38路 chat/gorgias_chat
    I will send it out today
  37. AGENT2026-05-06 16:22:38路 chat/helpdesk
    Thank you. Once you ship the items, please provide a snapshot of your return postage receipt, showing the tracking number and courier used, so we can track the shipment and process your request promptly.
  38. CUSTOMER2026-05-06 16:22:52路 chat/gorgias_chat
    Will do.
  39. CUSTOMER2026-05-06 16:23:07路 chat/gorgias_chat
    I have to leave is this all:
  40. AGENT2026-05-06 16:24:38路 chat/helpdesk
    You can send it to returns@triangl.com
  41. AGENT2026-05-06 16:24:45路 chat/helpdesk
    Please let me know if there鈥檚 anything else I can help with before closing the chat.
  42. AGENT2026-05-06 16:25:47路 chat/helpdesk
    I have forwarded your concern to the Returns Team for further assistance. Allow them to get back to you via email within 24 to 48 hours. Kindly monitor your spam and junk folder as some emails ends up there.
  43. AGENT2026-05-06 16:26:04路 chat/helpdesk
    Do you have any other concerns that I can help you with?
  44. AGENT2026-05-06 16:29:30路 chat/helpdesk
    It seems that you are all set. I鈥檒l be closing out the chat momentarily. Please reach out should you need any further assistance. xx
  45. AGENT2026-05-06 16:31:19路 chat/helpdeskINTERNAL
    Hello, feedback. I am trying to do an exchange and am getting extremely frustrated with the policy and lack of communication involved. I never would have ordered from this website if i knew that the returns/exchanges were so difficult/bad for the customer. It seems ridiculous that I will have to end up spending $30 in shipping to exchange my bikini for a proper size after your sizing is what is off here. I would like to at least get free shipping for the exchanged size, as that is what was previously mentioned in the chat, but not told to us when we submitted the original exchange online. This kind of customer service and lack of return infrastructure is not something that i would expect from an established brand and it seems that this has been an ongoing problem for Triangl
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