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Ordered a Liquid snowboard/ski jacket. Arrived well packaged, before promised, and was of very good quality. Can't speak to returns since I love, love, love the jacket & plan to keep. Would not hesitate to do business with again.
Products used:
Snowboard Jacket
Purchased several items online & returned a few, providing both order number and original email, & the rep (and her manager) kept trying to tell me that the items I was returning were not on my order despite the pics on my phone and the order details that matched all SKUs on the tags (still attached). They finally figured it out but it took forever & I have no idea why it was so hard considering all the documentation I had. Just had to each out to customer service again for an item that is over 1 week past delivery & likely lost in shipping based on tracking details. They are telling me to keep waiting since FedEx still shows as in-transit. Not sure how long I will need to wait to get a refund on that since technically isn't a lost item always in transit since it will never reach its destination? Interactions are just so much more time consuming & irritating if you have any issues, so I plan to stop shopping here.
Quality is as expected for the very good prices but the return process was quite a hassle and expensive.
It's difficult to buy a suit without trying it on, so I ordered several options. I ended up keeping 3 of the 8 items in the order because I found most suits ran small and had an awkward fit on me. I initiated the return online & was told my return was "Pending Review" & I should get an update in 24 hrs. Two days later after no update, I contacted customer care via online chat & was told I'd have my label in 24 hours. Guess what -- no label came in 24 hours. I contacted chat again & was told I should just wait another 24-48 hours. They blamed their web portal, yet to my knowledge, there were actual people on the other end of chat who somehow were not empowered to email me a return label. Knowing, there is only a 30 day window for returns, I elected to self ship. It cost me $11.90 vs the $9.99 cost of the return label that Cupshe theoretically provides for returns but that I could never get from them. At least I finally got my refund. I am not sure if the problem is intentional --seeing if customers will forget to follow up and miss out on the 30-day return window or if it's just incompetence, but if the website portal and 2 agents can't get a return label out in a week, it's not a company I will choose to do business with again.
Jen J.'s review of Cupshe earned a Very Helpful vote
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Dear Jen, we regret any inconvenience or frustration that your experience has caused you. We will do our best to check this issue and resolve it to your satisfaction.
Firstly, Cupshe aims to provide customers with products of high-quality and affordable prices. However, we are sorry to know the suits were not a perfect fit. Cupshe embraces different figures. We’ve spent years designing and perfecting the fit for diverse body types. We appreciate all the feedback received. Therefore, your request has been sent to our Design Team and will be reviewed and taken into consideration. You can also send a request to our customer service next time when you’re not sure which style suits you the best. We’d be more than glad to offer customized suggestions.
Secondly, in order to adapt to the rapid development of our business, we have recently upgraded our system. Generally speaking, our customers can apply for a return or exchange on the website within 30 days after receiving the order. Then the return label will be sent by email within 24 hours after your return request is approved. However, during the system upgrade process, there may exist some isolated occurrences that we cannot predict at that time. Anyway, we have solved the system issue for our official website and we will also always look at ways to ensure a great customer experience and minimize any inconvenience as much as possible.
Thirdly, return or exchange is welcomed within 30 days after delivery, you can send the items back within 30 days after delivery. In addition, the shipping fee is charged by the shipping carrier which is beyond our control. And we usually provide the nearest return address to our customers according to their location, in order to save the cost for return. If the return shipping fee you paid is much more than the fee of the pre-paid return label from our website, we'd like to offer some compensation for you.
What's more, we set a high standard for ourselves. Please rest assured that we will follow up on our customer's issues and ensure they will be resolved in a timely manner. And we promise to process the refund once receiving the parcel from our customers.
Finally, we had tried to find the order with your name so as to help you to look further into this issue but in fail. Therefore we have sent a message to you for more information about your order. We'd love to make every effort to turn your experience into something better. Sorry for the inconvenience caused again and hope for your kind understanding.