I purchased 3 bathing suits from Ujena SwimWear via their online catalogue on February 28, 2006. I choose their standard delivery to Canada which promised delivery within 7 to 20 business days.
The order number was 200602282012008 and the specific items were item # 1104, size 10, item # 1944, size 10 and item # 2150, top and bottom in a medium. It was paid by Mastercard and the amount of 241.92 CDN was billed to my m/c on the order date, February 28, 2006. (Most companies wait until they have shipped the product).
By tracing their order, I was able to determine that it did not even leave their warehouse for 6 days, and then took a total of 24 days to be delivered to my home. None of the suits fit properly, even though I had followed their ordering instructions and took the time to measure myself before ordering.
Realizing that I needed to return the items, I started the return procedure (shipping to be at my expense), but noticed that their return policy said "return in 30 days FROM DATE OF ORDER" and not date of invoice or receipt. I assumed this also meant 30 BUSINESS days, but their customer service staff member said I would not meet the return deadline of 30 days.
I tried to explain that because of their late delivery, there was NO possible way that I could ever meet their return policy and that all I wanted to do was return the items, tags attached, protective strip in place, brand new, never worn. They said they could not accommodate me.
I did not want an exchange for fear that their sizing just was not going to work for me & that I would end up in a similar situation and only spending more money on exchanges and duties etc. I explained that I was only trying to be a responsible customer and that I wanted them to approve the return so that I could ship the items back for an apparent 85% REFUND ON MY PURCHASE PRICE AS THERE IS ALSO A 15% restocking fee!! (ANOTHER RIPOFF!!).
They would not bend, even though they were the reason I was unable to meet the return deadline. I would assume that if they allow themselves 7 to 20 BUSINESS days, that they would allow their customers the same courtesy of 30 BUSINESS DAYS. My partner (who had overheard my frustration on the phone) tried to reason with them on the phone as well. There was no abusive language or voices raised, yet they HUNG UP on our long-distance call 3 SEPARATE TIMES!!!!!
We asked several times to speak to someone in Management and were told that "there was no one". (NEAT....A COMPANY WITH NO MANAGEMENT!)
Finally, we were told that Catherine Cross would contact us and we left our number. That was on Thursday, April 6. No one called. On Friday, April 7, I sent an e-mail to a number of contacts that they list on their website. Namely, to email@example.com; firstname.lastname@example.org : Lisa Anderson-Wall, President/Designer; and email@example.com : Justin Wall, Sales Director; and finally to a firstname.lastname@example.org. No response was received from anyone!!!
I finally resent my e-mail about 3 separate times with different subject headings on Tuesday, April 11, 2006. Finally Lisa responded but said that she was not going to help me because I had sent such a "destructive rather than constructive" e-mail and "had not given her a chance to respond". (HOW MANY CHANCES DOES ONE NEED???)
My e-mail was not rude, or abusive nor did it contain any abusive language. I was upset about the way they had handled the entire situation and I was letting them know that. I was also stating what I wanted done. I responded to Lisa one more time, via e-mail directly after her e-mail to me trying to once again explain the situation and that I wanted to return the items.
I did not hear from them again so I went throught the BBB, but Lisa, being the unethical business person that she is, refused to accept the return.
So here I am, a single, hard-working mom of 2 who really can't afford to lose the $300 I splurged on myself for the first time in 5 years...stuck with 3 bathing suits that simply don't fit because of their very poor business ethic. I really can't afford to litigate at this point either...so I guess UJENA...you win this battle....but I am letting everyone know what a RIP-OFF, RIP-OFF, RIP-OFF YOU ARE!!!
UNBELIEVABLE THAT IN THIS DAY OF PRIZED CUSTOMER SERVICE, A COMPANY LIKE UJENA CAN MAKE IT!!!
I am a very concerned consumer and a single mother who really cannot afford to be ripped off by a company with an obviously very shoddy business ethic!! SHAME ON YOU LISA!! AND BUYER BEWARE...UJENA IS A RIPOFF COMPANY WHO HAS A TOTALLY MISMANAGED AND UNFAIR RETURN POLICY!!
LOOK ON THIS SITE (RIP-OFF.COM)...SOMEONE ELSE HAD A SIMILAR HASSLE WITH THEM REGARDING THEIR RETURNS AND BEING UNABLE TO REACH ANYONE!! JUST TO LET YOU ALL KNOW....YOU ARE BETTER OFF SHOPPING WITH VENUS OR VIC'S SECRET...THEY ARE 100% GENUINE!! And they have staff who actually care...and very generous return policy that they go out of their way to accommodate!!!!