“I decline to review yet as I am having dificulties getting it on and my multiple requests for guidance were not acknowedged until Grace responded. Now she has gone dark. Grrrr. I'm getting close to returning it.”
“Incredibly disappointed with the service received from Wallien. Despite paying for expedited delivery, it wasn’t shipped. I then provided an alternative address for the item to be shipped to - in conversation with customer service - and it was eventually shipped but to the original address where I wasn’t living. Complete nightmare to fix, cost me a lot of money and exceptionally poor service. Never again would I buy or recommend.”
Dear Bob,
Thank you for sharing your experience with us, though we are truly sorry to hear about the challenges you faced with your order. We understand how frustrating it can be when expectations are not met, and we sincerely apologize for the shipping issues you encountered.
Your feedback regarding the service you received is invaluable, and we take it seriously as we strive to improve our processes. Unfortunately, once an order has been fulfilled on the warehouse end, we are not able to change the shipping address. I apologize for the inconvenience caused.
We appreciate your candidness and hope you might reconsider us in the future.
Best regards,
Dear Anita,
Thank you for taking the time to share your experience with us. We’re sorry to hear that the quality of the swing and cuts did not meet your expectations and that the color was different from what you anticipated. We appreciate your feedback about the fabric being suitable for cold weather, and we’re glad that you found something positive.
Your comments are important to us, and we will take them into consideration as we continue to improve our products. We truly value your insights and hope you might give us another chance in the future.
Best regards,
Dear Customer,
Thank you for your feedback and for expressing your concerns. We sincerely apologize for the inconvenience you're experiencing with the size and the delay in handling your refund request. This is not the service we strive to provide, and we appreciate you bringing this to our attention.
We have been in communication with the warehouse, and we kept you in the loop regarding the return process. We can assure you that we are working on resolving the matter as fast as possible.
We are looking into this matter and will work diligently to ensure your request is addressed as swiftly as possible. Your experience is important to us, and we are committed to improving our service.
Thank you for your understanding.
Best regards,
“it took 3 weeks to get the package and than the size was not good. To send the package back costs 10 euro alos to exahnge it. So why would I exhange it for another size if i have to pay. Very disappointed service. Also like to be able to speak in Dutch when its a dutch company.”
Dear Anne,
Thank you for your feedback and for sharing your experience with WALLIEN. We deeply regret that your order did not meet your expectations regarding size and that the return process felt inconvenient. Your frustration regarding the shipping time and return costs is completely understandable. The reason it took time to get the package to you is due to the wrong postcode that you had put, and we had to get in touch with the couriers, who had to send the item back and then resend it to the correct address.
We also acknowledge your desire to communicate in Dutch as a Dutch company, and we are working towards improving our multilingual support to better serve our customers.
We appreciate your honesty, as it helps us grow and improve our service. Please know that your concerns are being taken seriously, and we're committed to enhancing the customer experience moving forward.
Thank you for your patience and understanding.
Best regards,
“Runs very small! I’m a size 12/L usually in Speedo and Nike swimmers but i ordered an XL cause I read a review saying it was short in the body. But the XL was too small by a mile! I then ordered a XXL and there was hardly a difference. Consider making a long torso body swimsuit option and please make sizes inline with every other brand in the world! The cut on the lev is also too low, please make a high cut leg for a more flattering fit. When returning both pairs the label didn’t download making it a lengthy process contacting and hearing back from two different departments of wallien. Also these are a rip off! Over $200 for a pair of sub-par swimmers from an unknown brand.”
Dear Customer,
Thank you for sharing your feedback regarding your experience with WALLIEN swimwear. We truly value your insights, as they are essential for us to enhance our products and services.
We sincerely apologize for the sizing issues you've faced; it is crucial for us to provide accurate and comfortable fits. Your suggestion for a long torso option and adjustments to the leg cut are valuable, and we will certainly take them into consideration as we work on our future designs.
Regarding your experience with the return process, we regret that it was cumbersome and not up to our standards. We sent the label within a day of you communicating with us. Your concerns have been noted, and we are committed to improving our communication and efficiency in handling such matters.
We appreciate your honest feedback, and we are striving to create a better experience for all our customers. Should you have further suggestions, we would love to hear from you.
Thank you for your understanding.
Best,
“I ordered two springsuits and only one was delivered and it took several weeks and many emails before they returned the money for the second one - the service and communication was extremely poor”
Dear Barbara,
Thank you so much for taking the time to provide us with your valuable feedback regarding your experience with WALLIEN. We truly appreciate your honesty and the opportunity to improve our services.
Firstly, we would like to sincerely apologize for the inconvenience caused by the issue with your order. We understand how frustrating it must have been to receive only one springsuit despite ordering two. Furthermore, the extended delay and lack of proper communication in returning the money for the missing item is certainly not reflective of the level of service we strive to provide.
We deeply regret any inconvenience this may have caused you and assure you that we are taking your concerns seriously. Customer satisfaction is of utmost importance to us, and we genuinely want to make things right.
Once again, we express our gratitude for your feedback, as it helps us improve our overall operations. We value your satisfaction as our customer, and we are determined to address these issues promptly. Should you have any additional suggestions?
Posted 6 months ago
Hi Barbara,
Thank you for your feedback, and we sincerely apologize for the delays you experienced. Unfortunately, our warehouse was temporarily understaffed, which caused some delays in communication.
We’re happy to let you know that the issue has now been resolved, and we are fully staffed and ready to ensure that this won’t happen again.
We truly appreciate your patience and understanding. If you need any further assistance, please don’t hesitate to reach out.
“Unfortunately poor quality; stitching is already coming apart on the chest and the glue that has been used isn’t strong enough, definitely wouldn’t pay full price.”
Hi Svetlana,
We apologize for how long it has taken for the product to get to you. I can confirm now that the item has been delivered and we do hope that you get to enjoy our product! Please do not hesitate to reach us in case of any issues.
Hi Joy,
We are sorry to hear this. We have tried to get ahold of you and resolve the matter. Please contact us and let us know how we can solve this.
Posted 8 months ago
Thank you for your feedback and for bringing this to our attention. I sincerely apologize for the inconvenience you experienced, and I understand your frustration. We strive to provide the best service possible, and I’m truly sorry that we didn’t meet your expectations this time.
I’m happy to inform you that we have completed your return, and the refund has been processed. You should see the amount reflected in your account shortly.
We greatly value your input, and I hope we have the opportunity to restore your confidence in us. Please don't hesitate to reach out if you have any further questions or need additional assistance.
Thank you again for your patience and understanding.
“The swimsuit was rated as chlorine resistant, but after a single wear in a warm-water therapy pool it was discoloured, faded and absolutely ruined. The most expensive swimsuit I ever bought and lasted not a single wear.”
“I have emailed multiple times to get my refund sorted. I have been asked to attach a commercial invoice to be able to return my order but nothing has been sent to my email. I've been chasing this for weeks and the issue still hasn't been resolved. Horrendous customer service”
“Was hoping to write a great review, as i love the look of the wetsuits (and mine matches the color of my kites perfectly haha). Unfortunately, however, mine already has a hole in the arm after just 1 kite sessions, and the stiches are already letting loose.. Did not expect this as the website guarantees quality and says the suits are wearable for kiting. Really hope the team reaches out to me to see if we can find a solution together..”
Hey Puck, sorry to hear you're unsatisfied with your purchase. It can be frustrating if a suit fails on you. The hole is the arm is probably our drain hole which is there by design. We will contact you via email immediately to find a suitable solution.
“I cannot believe how stressful to deal with their return. No one follow up on anything after a few days. Can you please follow up my return requests ASAP?”
H Sue, sorry to hear that you feel our returns process is stressful. We try to make it easy with our self-service returns portal. You can always contact us via the contact form or chat on the website, or by emailing hello@wallien.com. I can see in our systems that your returns are processed and refunded. Let us know if we can do anything else for you - we're here to help.
