Mermaidway Arvostelua 26

Vastaus yritykseltä Mermaidway

3 päivää sitten

We appreciate all feedback, but we do need to address a few inaccuracies here.

The Flame Lure is a red dress — not pink. We have real customer photos in our reviews section on the website where anyone can see exactly what the dress looks like upon arrival.

The dress features a corset back with boning that laces up — this is what gives it its shape and structure, and it is described in the product details.

We always do our best to make the return process as smooth as possible, and our support team is happy to help any customer who needs assistance.

We'd encourage anyone reading this to take a look at the customer photos in our reviews section — they give a great idea of what to expect.

Vastaus yritykseltä Mermaidway

3 päivää sitten

We're sorry to hear this experience didn't go as expected, and we want to take a moment to address a few things openly.

Our refund policy, including store credit, is something we make available to all customers on our website before completing a purchase — transparency is important to us and we always try to make this as clear as possible.

As for the dress, we truly stand behind the quality and accuracy of our listings. We also have a reviews section with real customer photos that give an honest look at what arrives — we'd warmly invite anyone curious to browse through them.

We're always here if anyone wants to reach out to our support team directly — we do our best to find a fair resolution for every situation.

Vastaus yritykseltä Mermaidway

3 päivää sitten

We appreciate the feedback and we're sorry to hear the dress didn't meet expectations, however we do need to address a few things.

Our dresses are made to the measurements listed on our size chart, which is available on our website before purchase. We always recommend checking the size guide carefully before ordering, as sizing can vary.

Regarding the return process — our policy is clearly stated on our website. Return shipping and store credit are part of our standard policy, which is available for all customers to review prior to purchasing.

If there was a genuine defect with the dress, our support team is always available to look into this and find the best resolution.

Vastaus yritykseltä Mermaidway

16. jouluk. 2025

Hi Palmer,

We’re sorry about the delivery trouble. Per our email thread, the carrier shows your two dresses as “Delivered” to the checkout address, and we shared the tracking, delivery scan, and photos.

When this happens, we immediately help with a carrier investigation and can reship with signature confirmation or to a secure pickup point. Please reply with your preference (replacement with signature/secure pickup) or the carrier case number so we can finalize the claim. If the package has since turned up, let us know and we’ll still assist with any issues.

We’re committed to making this right.

Mermaid Way Support

Vastaus yritykseltä Mermaidway

6. jouluk. 2025

We’re sorry to hear you’re disappointed, and we appreciate the chance to clarify and resolve this.

Our Return Process specifies: “Once your return is processed at our warehouse (typically within 3–7 days from the date it is received), we will immediately issue a refund in the form of store credit… Refunds are only provided as store credit (Mermaid Way e-gift card).” Kindly note that “return” and “refund” are two different steps in this process: a return is sending the item back to us, and a return by itself does not mean a monetary refund. The “refund” step describes how value is issued after the return—per our policy, this is issued as store credit.
As a courtesy, we emailed you 7 days ago offering a refund instead of store credit, along with a free prepaid return label. We haven’t received a reply.
Regarding quality: We take this seriously. We previously requested photos of the dress and packaging to assess the issues you mentioned, but we haven’t received them yet. Please email the photos to support@mermaidway.com so our quality control team can review and address this promptly. Product images on our website are representative of the actual items. Colors, materials, and specifications are accurately described and match the products you receive. Minor color variations may occur due to display settings.
On shipping origin: Our business operates from Florida and, like many brands, we use multiple warehousing and logistics partners, which can include international facilities. Over 98% of clothing sold in the U.S. is imported.
We’re committed to making this right and appreciate your cooperation so we can complete the resolution promptly.

Thank you,
Mermaid Way Support

Vastaus yritykseltä Mermaidway

18. heinäk. 2025

Thank you for your feedback. We’re sorry to hear about your experience with our swimsuits. We strive to provide accurate sizing information, and each product on our website includes a size chart to help guide your selection. Please note that sizes can vary based on individual measurements. Additionally, we offer free exchanges if the item didn’t fit, so you can easily find the right size without any extra cost.

Regarding returns, we do not charge a $10 restocking fee. This charge only applies if you request a return label from us. You are welcome to choose your shipping carrier and handle the return shipping yourself without incurring this fee. Our return policy states that customers are responsible for return shipping. If you opt to use our return label, the $10 fee is simply for the label service, not a restocking fee.

We appreciate your understanding and hope this clarifies our policies. If you have any further questions or concerns, please feel free to reach out.

Vastaus yritykseltä Mermaidway

20. toukok. 2025

Thank you so much for your wonderful review! We're thrilled to hear that you loved the It Girl corset dress and that it made your birthday special. Your feedback means a lot to us!

Vastaus yritykseltä Mermaidway

20. toukok. 2025

We sincerely apologize for the frustration you experienced with the sizing and return process. We understand how disappointing it can be to receive a dress that doesn’t fit as expected.

We strive to provide detailed measurements, including hip sizes, to help our customers make informed decisions. Your comments about this are invaluable, and we will work to improve our product descriptions. Regarding the review flagging, we aim to maintain a respectful environment for all feedback.

Please reach out to our customer service team. We would love the chance to assist you with the return process and ensure you find a dress you love. Thank you for your understanding, and we hope to make this right.

Vastaus yritykseltä Mermaidway

20. toukok. 2025

Thank you for taking the time to share your experience, Michelle. We genuinely apologize for the disappointment you faced with your bikini order and the challenges you encountered with our customer service.

We strive to provide accurate product descriptions and high-quality items, and it’s disheartening to hear that we fell short in your case. Your feedback about the material and fit is invaluable, and we will use it to improve our offerings.

Regarding our return policy, we understand how frustrating it can be when expectations don’t align with reality. We aim to maintain clear guidelines to ensure fairness for all customers, but we recognize that this can sometimes lead to confusion. The delay in our response was partly due to the use of different email addresses, which made it difficult for us to track your inquiries effectively. We’re sorry for any miscommunication you experienced and for the delay in our responses.

We would appreciate the opportunity to make this right. Please reach out to our customer service team, and we will do our best to assist you further. Thank you for your understanding, and we hope to resolve this matter to your satisfaction.

Vastaus yritykseltä Mermaidway

2. toukok. 2025

We’re sorry to hear about your experience and want to clarify a few important details:

According to our refund policy, we never charge any return or restocking fees. Customers are only responsible for the cost of sending the item back. You can choose to use your own shipping method, or we offer a prepaid return label for just $10 for your convenience. If there’s any issue with the item you received — whether it’s a defect or it doesn't match the description — we always provide a FREE return label and take full responsibility for the return.

We welcome all honest reviews, including critical ones. We do not hide negative feedback — our goal is transparency and learning from our customers.

The product description, including zipper placement and fabric details, is always shown in the listing and photos. If something doesn’t match, we're happy to fix it quickly.

We truly care about every order, and our customer support is always here to help if something goes wrong.

Vastaus yritykseltä Mermaidway

21. maalisk. 2025

We’re so sorry to hear about your experience — that’s definitely not the quality or experience we strive to provide. Our team inspects every item before shipping, so receiving a damaged piece is rare, but if it happens, we’re always here to help make it right.

We also want to acknowledge that there was an honest mistake on our website where this bodysuit was incorrectly listed as a swimsuit. As soon as we realized the error, we corrected the listing and made sure to refund all affected customers and provide free return labels.

We never want our customers to feel disappointed or scammed, and we’ll always do our best to turn things around. If there’s anything else we can help with, please don’t hesitate to reach out to us at support@mermaidway.com.

Thank you again for bringing this to our attention.