31,919 tickets1-100

Re: Return #29C73A2942121

Sam Thomson 路 sthomson@edgemont.org 路 Gorgias #226988207

closed
Opened
20 Jun 2026, 05:23
Closed
2 Jul 2026, 00:31
Assignee
Nikka - Returns Team
returnsreturns_t2 on-holdreturns_tier 2trianglchasing-no-replychannel-email

No Open Doors contact is linked to this ticket.

  1. AGENT2026-06-20 05:23:22路 email/helpdesk
    Dear Sam, We have received your Refund Request for Order #2353939NA As you reported the item/s to be faulty, can you please send us at least 2 photos showing the problem area? We look forward to hearing from you. Kindest, Dy
  2. AGENT2026-06-20 05:24:01路 email/helpdeskINTERNAL
    T2 2353939NA / 29C73A2942121
  3. CUSTOMER2026-06-22 19:44:32路 email/email
    Hi Dy, The bathing suit seemed to stretch upon getting wet quite a bit. That's quite challenging to capture, but you will notice that the back clip already has multiple chips on it. Thanks for your help. I love your product, and I've already ordered the smaller size, hoping that will do the trick.
  4. CUSTOMER2026-06-24 01:13:42路 email/email
    Hi Dy, I'm following up on this email. I'd like to get this sorted before some upcoming travel.
  5. AGENT2026-06-25 03:30:51路 email/helpdesk
    Dear Sam, We apologize for the delay in getting back to you and appreciate your patience. Your concerns are important to us, and I regret any inconvenience caused by the wait. Thank you for emailing us, happy to check on your concern. Can you please share the following details: How many times has the item been worn? Was the item machine washed? How was the item dried and stored? Did the item come in contact with any rough surface? Was the item used in water activities (e.g., surfing, jet skiing, etc.)? Was the item washed using hot or cold water? From there, we will assess if we can accommodate your request. Kindest, Joanna
  6. AGENT2026-06-25 03:31:37路 email/helpdeskINTERNAL
    TOP: clasp - chipped https://prnt.sc/fIdfTVyXsb4w BOT: fabric - elasticity after use https://prnt.sc/x3iwCgLg6GWz
  7. CUSTOMER2026-06-25 12:29:23路 email/email
    Hi Joanna, I'm happy to do this again, but I already sent over this information. I would really appreciate if you could process the return, as opposed to me going through my credit card. At the price point, a bathing suit should not have this much give after one wear. See answers below. Again, I appreciate your timeliness in getting back to me. Thanks, Sam - *How many times has the item been worn? one time* - *Was the item machine washed? once in cold water* - *How was the item dried and stored? taken off, rinsed in cold water and dried in the house (shaded area)* - *Did the item come in contact with any rough surface? no* - *Was the item used in water activities (e.g., surfing, jet skiing, etc.)? in the ocean, literally one time* - *Was the item washed using hot or cold water? cold water*
  8. AGENT2026-06-29 10:47:33路 email/helpdesk
    Dear Samantha, Thank you for your response. Our bikinis are designed to be long-lasting, and when cared for properly, both the materials and colors can withstand regular use. However, it's important to note that various factors such as washing, handling, and storage can affect the longevity of your swimwear. Regrettably, the issue you've encountered is not indicative of a manufacturing defect. We advise against machine washing bikinis, regardless of the setting/type of machine. Machine washing can cause stains and damage to bikinis. As stated in the care instructions available on our website, these garments should be hand washed in cold water, and require special attention to prevent any damage. Also, the tumbling and agitation of a washing machine can cause friction that can damage the fabric, leading to stretching, fading, or even snagging. High dryer temperatures can also damage the elasticity of swimwear fabrics, leading to a loss of shape and fit Additionally, please be aware that the MAIA - SKY ZEBRA SPLASH bikini features a textured fabric that necessitates extra care compared to other bikini types. We recommend being mindful of where you sit or lie down, and always rinsing the bikini after each use (never soak or machine wash, as this can harm the fabric's membrane). As a gesture of goodwill, we鈥檇 like to offer you complimentary shipping on your next order. To avail this offer, simply use the code FS2353939NACO, which is valid for a single use within the next three months. We sincerely appreciate your continued trust in our brand and hope this helps as a small acknowledgment of the value you place in our products. If there鈥檚 anything else we can assist you with, please don鈥檛 hesitate to let us know. Kindest, Crystel
  9. AGENT2026-06-29 10:48:10路 email/helpdeskINTERNAL
    T2 DECLINED - #2353939NA / 29C73A2942121 - Declined due to machine washed - Archived in Zigzag TOP: clasp - chipped https://prnt.sc/fIdfTVyXsb4w BOT: fabric - elasticity after use https://prnt.sc/x3iwCgLg6GWz
  10. CUSTOMER2026-06-29 13:52:04路 email/email
    Crystel, First, over the course of two weeks, I received communication from three different representatives before finally getting this resolution. During that time, I had already placed two additional orders with your company, neither of which received complimentary shipping despite the significant delay in resolving this issue. Second, the bikini was worn only once. It was cared for responsibly, and I do not believe that a premium swimsuit should sustain this type of damage after a single use. While your response focuses on care instructions, it does not address the fact that a product at this price point should reasonably withstand normal wear. Offering free shipping on a future order is not an adequate resolution, particularly considering I have already placed additional orders while waiting for your response. I will be leaving an honest review of my experience, as I believe other customers should be aware of both the product's durability and the level of customer service I received. I will also be filing a claim through my purchase protection/insurance. I am very disappointed with how this matter has been handled and had expected a much better customer experience from your brand, unless I hear back from you in the next 24 hours.
  11. AGENT2026-07-01 01:24:48路 email/helpdesk
    Hi Sam, Thank you for taking the time to share your concerns with us. We're truly sorry to hear how disappointed you've been with both the experience and the time it took to reach a resolution. We also appreciate your loyalty to our brand, and we're sorry that this experience has not reflected the level of service you expected from us. While our care guidelines advise against machine washing, we do understand your concerns regarding the condition of the swimsuit after such limited use. As a gesture of goodwill and because we value you as our customer, we'd like to offer you a one-time replacement for your bikini. Unfortunately, the SKY ZEBRA SPLASH Bikini Bottom - XS / Standard / Cheekiest you currently have is now out of stock and will no longer be replenished. We're so sorry about this! You may choose a different style for your replacement (of the same price as your original order). Please let us know your top 3 choices (Style + Top/Bottom sizes + bottom shape if applicable) of styles currently online and we will check availability to send. A few things to keep in mind: Since this is a one-time exception, the replacement will not be eligible for further exchange, replacement, or refund requests in the future. The replacement will be shipped to the original address used at the time of purchase (unless you鈥檇 like it sent elsewhere鈥攋ust let us know!). We look forward to your response! Kindest, Nikka
  12. AGENT2026-07-01 01:25:13路 email/helpdeskINTERNAL
    OTE CX FA EX: 2353939NA SM Approved replacement - proceed with offering replacement of choice as OTE not valid for ex/rf
  13. AGENT2026-07-01 01:26:18路 email/helpdeskINTERNAL
    MAISKY2TOPXS 21 / STASKY2CBOTXS 0 (no replen)
  14. CUSTOMER2026-07-01 04:05:19路 email/email
    Hi Nikka, Thanks for getting back to me and understanding the situation. My top pick is MAIA - AZURE SPARKLE Crop Bikini Set XXS for the top, XXS for the bottom standard cheekiest. After that is VINCA - JOLY Blue Terry Towelling Triangle Bikini Set, XXS for the top, XXX for the bottom standard cheekiest.
  15. AGENT2026-07-02 00:31:57路 email/helpdesk
    Dear Sam, Thank you for sending your choices! I have filed a request to have your new MAIA - AZURE SPARKLE - Top / XXS :: Bottom / XXS / Standard / Cheekiest shipped out straight away. A new order confirmation has been sent to the email used upon purchase and the tracking number will follow in the next 1-2 business days. In regards to the damaged item, no need to send this back. Your RA number for the replacement is: 2353939NAEX If we can be of any additional help, please do not hesitate to reach out to us鈥攚e're always happy to help! Kindest, Nikka
  16. AGENT2026-07-02 00:32:29路 email/helpdeskINTERNAL
    OTE CX FA EX: 2353939NA / 2353939NAEX PROCESSED: 7/2/2026 NEW ORDER: 2380270NA - NOT ELIGIBLE FOR EX/RF
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