Alex H.

I've been buying from Wet n Wild for over a decade since I was in middle school back when there were very few cruelty-free companies. I mostly buy stuff at the store, but I've ordered online a few times with little to no issues. Of course, this time, FedEx lost the package and refused to let me file a claim because they said the shipper had to do it.

So I emailed WnW customer service and dealt with a brash and rude person named Stephanie who kept repeating that it wasn't their problem and that they can't file a claim with FedEx because they don't have access (lies) and that they're not liable anyway. All Stephanie did was copy and paste the same dumb shipping policy over and over without actually hearing or acknowledging what I was saying. I was offered zero sympathy or other options so now I'm out over $100.

Stephanie also kept telling me to call customer service if I still had an issue. Obviously, I still had the issue since you did precisely nothing to help me. But contacting customer service through the phone was just as useless as email. Maybe get a functional phone system that puts customers in a queue for as long as it takes to get through when they call and the lines are full instead of wasting a bunch of time and then randomly cutting out.

Well, way to go, Stephanie because your attitude and refusal to fix a problem that stemmed from a cheap choice in shipping options has led to the loss of a loyal customer who spends quite frankly a ridiculous amount of money at WnW annually and has gotten a lot of other people to shop there, too.

Now that there are so many new (and frankly better) cruelty-free companies to support, I no longer feel a sense of loyalty and won't be purchasing here again. It's almost like if you bothered to have better customer service and shipping policies you wouldn't have a two-star rating, and you would be able to keep a loyal customer base. The only reason I stuck around this long was mostly shopping in stores.