Roxy

The swimsuit was beautiful when I bought it and a pair of swim shorts to wear at the beach as well. I swam in the swimsuit a couple times a week for a couple months and the swimsuit literally started deteriorating. I swim a lot and I've never had a swimsuit material literally start wearing away and separating from the lining even after years of having the swimsuit.

Took the swimsuit in to show them what was happening and they said I couldn't return because they couldn't prove I hadn't done something to it.

The swim shorts I bought have also completely lost their shape and are now really sagging and baggy. I have bough swimwear at Target for years and Target swimwear lasts for years. What's up with Roxy?

Never buying from this company again.

I placed two orders last week - 8 days ago. They cannot find them, track them, or even cancel the order. They told me I have to wait until it is delivered - whenever that is since they can't find it - but now I have my credit card charges and $1500 of my credit won't be released until who knows when. They are awful! Now to call the credit card and dispute the charge since I needed the wetsuit for tomorrow and need the open credit to buy it. Oh, and I paid for expedited shipping.

STAY AWAY FEOM ROXY!

I have had a very disappointing experience with Roxy. I bought a pair of pants at the Roxy store in Honolulu and returned to my home in Santa Barbara, CA later that day. I don't like the quality or fit of the pants so decided to return them. I first tried to call the store but there is an invalid phone number on the receipt. I then called Roxy custumer service but they were closed. I then called again during "normal business hours" and was told they were unable to help me and I would have to contact the store. They gave my a different phone number for the store which also turned out to be an invalid number. I called customer service back and explained the issue to the support representative Jose who told me that he would have a supervisor call me within 24 hours (and was extremely rude and dismissive). I told him that I would prefer to speak to someone at that moment and that I could hold (I am hard to reach by phone due to my busy work schedule). He begrudgingly found a supervisor to speak with me. This supervisor (also named Jose) was equally rude and dismissive and told me that there was nothing that could be done if I can't reach the store. After I left a bad review, Jose called me back with the phone number for the store. I was finally able to get through to the store and did not have any better experience with them. I spoke to the store manager who attempted to process the return but then when her system did not work told me that she was unable to help. I asked for her name and she initially refused to give it to me, but finally did. She also would not give me the name and phone number of the general manager. I gave her my phone number and asked her to have him call me. I am not holding my breath. I am completely blown away by the horrible customer service and complete incompetence I have experienced while trying to process the simple return of a pair of pants that have never been worn, were purchased (now) 7 days ago, have tags on, and that I have a receipt for. The receipt clearly states that these are eligible for return for up to 14 days after purchase. I have now been working on this return for 5 of those 14 days. This should not be this difficult!

It's so bad and so annoying, I don't even want to think about it any more, but I would like to leave a review in hope that it might save some other people from these troubles... (I wish I googled and read these reviews before ordering!)
To sum up: I had a big order, 17 items, and ended up returning 15.
- the quality is poor
- the 15% new customer discount was not applied, but they advertised with it heavily (they sent me 3 email reminders to order and apply this! Discount!)
- my return took several weeks to process, and then they returned the money for two items out of 15 (even though they were all in one package!)
- I had to call customer service several times to get them process the other 13 returned items
- customer service rarely reacts to emails
- you can reach customer service by phone. However, they are terrible. Most of the time they tell me either that I'm wrong or that they see the mistake, but don't know how to help

As of now, my return is still not complete, and I had to call again and fight for some money that they still have not returned.

WORST EXPERIENCE EVER!

If I could give Roxy negative 5 stars I would, but for now 1 star will have to do. I ordered a jacket from them. It arrived timely, in good condition, and even looked like a quality jacket. As it turns out I ordered the wrong size. Little did I know that this mistake would lead me to never buy any of their products EVER again! I called there customer service number to find out the best way to remedy my mistake. Turns out they do not do exchanges... I am sorry what? What kind of company does not allow an exchange for a different size? I then thought well why don't I just return it and apply the coupon that I should get back to repurchasing the correct size. Well as it turns out it would cost me over $20 to send the jacket back to Roxy or I could drop it off at one of their store locations that was only a short little 2 hour drive away. None of this really matters because they would not even give me the coupon back. For some reason this all seemed okay to them. If they think I am going to pay an extra $70 ($20 for the return and $50 for the price difference without the coupon) just to get the correct size jacket they could not be more wrong. By far the worst customer service, and return policy I have ever experienced.

Ordered a jacket for my daughter for Christmas. It was too big. She called their customer service to find out where she could exchange the jacket. She was told she had to send it back, and order the correct size. She confirmed she could do that, despite the 30 day return policy. We sent it back, and went to order the correct size, which was, and still is out of stock. Never got an email to say it was received. Contacted them a couple of weeks later, was given different info by two different agents. One did tell me that the return was being processed, and I should receive a refund within 10 days. Almost two weeks later and still no refund. Called back, and was told, I was not getting a refund, and we were getting the original jacket that did not fit, sent back to us. Spoke to a supervisor, who was no more helpful than the agent. Asked for a corporate number. Tried all day to contact that number, and another number I looked up myself. NEVER able to get anyone on the line or leave a message. Not giving up, but this is a complete nightmare.

The products is good but so sad poor customer service messed up. Wasted my time I never buy Roxy again.

I ordered $500 of ski gear (which in my opinion is a lot). I had ordered for Black Friday and decided I needed to get black instead of white due to fears of it getting dirty. The first told me they would not honor the price I had received and the do not do an exchange. FIRST problem I had with them. I then decided okay I will just return the items since I did not want to pay nearly $700 in apparel. I created the label 12/4 and returned the package to the shipping carrier 12/5. On 12/6 I was notified the package was picked up from the shipping agent and "in transit" and on it way to Roxy. There is absolutely NO tracking detail, just in transit. I called them 3 weeks later (given it was the holidays I understood the delay). They told me they had no details, maybe it was at the warehouse but they were backed up. They told me to call when I got to the 4 week mark as their returns 2-4 weeks (this was NEVER information provided to me when speaking to customer service about the return label). I called 12/31 as they instructed me to. They then told me the 4 week mark was tomorrow (1/1) however they will be closed, call 1/4 and they will manually issue my refund. I called 1/4 and they told me they still have not received the package and they will have to investigate. It's now been A MONTH since I sent back a package to them. I have little to no information on WHERE this package is. They were absolutely no help and told me there was no manager on site for me to speak to. I was told they were going to investigate and expedite my return. They told me to expect an email in a few hours - I never received anything. I will be contacting customer service for now the 5th time.

I will never order from this company. Their staff is beyond unhelpful and this is a ridiculous chase to get my money back.

I ordered two items from Roxy.com and received a confirmation email that included both items. A couple of weeks later I received one item. I figured, okay, they sent them separately, I'll just wait for the other to arrive. It never did.

Emailed customer service, no response. Emailed 2 more times (via website and direct email address: *******@roxy.com), no response. Finally I submitted yet another message via the website and got a response. They are looking for my order, so far can't find it by my name, address, or order number. So I forwarded my confirmation email to them. Different person replies, says order was sent. I respond again, one item sent, the other wasn't. Another person emails, says she doesn't know what the problem is, please call. Okay fine, I say I'll call when I'm back from vacation. Next day another person emails and says, yes one item was sent out and you were only charged for the one item you received. At this point I'm beyond fed up. Not once did they apologize or admit to any wrong doing. Not once did they try to make it right for me, or offer me anything. I finally said I'm dropping the issue since thankfully I wasn't charged for the second missing item, however, they clearly did not process the order correctly and never rectified the issue. I told them I'm never shopping with them again and that I will tell everyone I know not to shop with them. No response. I have never dealt with a company who cares about customers less. Don't shop with them!

I placed an order on Wednesday evening, a few hours later I went on the website to check on the status. The website said there was no record of my order, so I called customer service and spoke with "Jeena" she told me that my order failed and to proceed to re-submit my order again which I did. Again, no record of my order even though my card had been charged. Called customer service and again spoke with Jeena who was extremely unprofessional was beyond rude. She kept telling me that it was a bank issue and my card was flagged that's why my order never processed. I told her there was a pre-authorization on my card and she basically just told me that I needed to wait 72 hours for the charge to fall off and then I could re-attempt my order. She refused to transfer me to a manager stating that she was a supervisor and that there was nothing she was willing or could do. The attitude and her voice tone alone was beyond rude, but the fact that she was sighing over the phone and refusing to help me went even further!

I have tried for over a week to purchase everything in my cart at Roxy... and each time the order would say approved and then a day later cancelled.

I called my bank - they notify nothing is wrong with my card or funds at all. But that there was strange activity from ROXY.

I emailed customer service a couple times... they write back without even providing a solution and they just said we apologize for the inconvenience.

I CALL customer service and do not get through until 3 times of attempting to reach someone...
The guy on the phone seems clueless as to how to help me and couldn't fix this issue he said nor did he know what to do or what has been going wrong. He mentioned Covid 19 being an issue for their processing and ups carriers. But no solution for my order at all. He suggested making a small order instead.

So I tried that... and I changed my payment method to my credit card - again, plenty of funds - and again they said an hour later after acceptance, it said YOUR ORDER HAS BEEN CANCELLED sorry for the inconvenience. BUT THEY STILL TOOK MY FUNDS OUT! What is going ON ROXY?!? This is so strange for such a huge company to be having these issues with zero customer service to help paying clients

I purchased a bathing suit bottom for a vacation and got an email stating that my order was being processed when I tracked it for days later my order was still being processed and my credit card hadn't even been charged. I am leaving for the trip in a week now but two weeks when I place the order. The company didn't feel like they should tell their customers that certain orders that were placed that night we're lost because of a computer update or something and when I ask customer service online twice I got no response I had to call to find this out. Then I asked them if they could express ship it to me because I was expecting it for a tripThey customer service told me there was nothing they could do I asked to speak to a supervisor and the customer service rep told me he would tell me the same thing that they would offer me a 15% discount off my next purchase. Laughable because I never got my first purchase because of them and they're poor communication and lack of customer service. Why would I want to trust them or spend my money with them ever again. So I canceled my order and now I am back to looking for bikini bottoms and I have six days until my trip. Thanks Roxy greatCompany not

This would be a 0 Rating, if that was an option.
What an abysmal experience! I placed an online order, and after 1 week, inquired why the order had not been processed. Their response was:
"Given our current situation, we had to make some changes inside our warehouse to make sure the orders are
Fulfilled in the safest way possible to ensure the health of all our customers and workers, this caused us to
Experience some small delays. For this reason, at the moment, orders may take up to 14 business days to be
Processed by our warehouse, after that, the package is taken to our shipping partners who deliver the items
Within the requested time frame".
I requested to cancel order and refund money. Their response:
"Unfortunately, once an order has been entered on our system, we are unable to make any modification to it,
Including canceling the order. If you do not wish to keep your order, feel free to initiate a return process once
Your order has arrived".
There was nothing indicating that orders would be delayed. This order had neither been processed nor shipped, my Credit Card had been charged, and I have to wait to receive something I do not want, and then return it!? Why will they not cancel order and refund?
Absolutely ridiculous response from Roxy:
"The order was just submitted to be returned back to the sender, so as soon as the item arrives at our
Warehouse, (you can verify this information with tracking number: XXXXXXXXXX), the refund will be
Processed. We are currently processing returns within 3-4 business weeks from the date received. You will be
Emailed a confirmation upon completion. Funds typically go back into your account within 2-4 business days
After you receive that email".
Roxy obviously does not care about Customer Satisfaction and only cares about making money.
Avoid doing business with this company.

J. B.

Roxy is a full retail swim fashion site that show some nice products. They retail their goods at Macy's and other retailers around the country. I chose to use them for the purchase of a matching wet suit jacket and wet suit capri for my wife when she paddleboards here in the colder lakes in Northern Ca. I went to the site picked the item and size and they showed in stock. I ordered them and added a hat to match and paid 19.99 extra for one day shipping.
First... one day shipping is one day from whatever day they decide to box it up and get a label. Secondly they send only part of the order and cancel the remainder with no explanation on the email receipt that came as the truck stopped to drop the shipment at my house. The email receipt just said cancelled on half of the order. I called them. Got disconnected when they forwarded a call to a supervisor as that person could not pull up anything on my order at all on her computer. After speaking with the supervisor I was told that i could send the product back but she could not get me a return authorization as it had to come from someone I would not be allowed to talk to at Quicksilver the corp offices in a few days. I could not have a reference number to the call but did get her to send me an email to show we had talked. I asked her why as a full retail online store it did not have the courtesy to call and see if we could pick out something in stock and save the sale I was told "we just don't do that here". I usually have good luck on line and i don't just look for the low priced leader. I was in search of a matching set for my wife and obviously this was the wrong way to get my wife something nice and on time for her birthday. These people need to update the systems they use and then remember how to take care of customers.

Maybe they will figure this online thing out someday. Until then they should regroup.