R M.

UPDATE: Swell now has indicated I can expect to receive my original package in 2 days. Interesting how the impossible has suddenly become possible. We will see.

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My apartment number was left off of my recent order. I went to go track my package online, and FedEx indicated: "Incorrect address, unable to deliver - Returning package to shipper - Please contact shipper/merchant for details." I contacted Swell immediately, and they said there was NOTHING THEY COULD DO, but wait until the items were returned to their warehouse (a full week) and then send it back to me 2-day.

My Post Office understandably will only deal with the shipper, so I suggested they contact them, providing the PO phone number, since Swell is the shipper and the package is literally sitting right down the road from me. They said they could not do this (?).

So, I suggested they reissue the order and ship it to me 2-day, since it was ALREADY PAID FOR, but they said they would not do this until the items were back in their warehouse or I could pay for a SECOND full order and they would refund me when the items were received back.

From a customer standpoint, this is really frustrating to me. First of all, Swell should have been the one to catch the problem and notify me that the apartment number was missing and advise me of any delay. Secondly, they can clearly see the package never made it here, so why not reissue a new order with the verifiable assumption that the original package is on its way back. They should have that tracking information.

From a company perspective, I can respect their desire to have the original items back in-house before issuing new ones, but this is not a customer-friendly way to do business. I've already paid for the items, they can track the return package, and I've spend hundreds of dollars with them, so they can see that I'm a loyal paying customer. I'm shocked that they would not do this for me under the circumstances over which I have no control.

So, considering their unwillingness to help me and the delay it will take to get my new items (1 additional week+), I have cancelled my order and requested a full refund. I requested a notification of cancellation, but they refused to send me one until they received the items back into their warehouse. Again, why not send your loyal paying customer (in fact a customer whose credit card has already been charged for an order not received) a simple notification that what we discussed is confirmed? Really shocking customer service.