Recently ordered from Mermaid Swimwear Not only was the Swim and Beachwear great quality and beautiful prices the customer service was excellent. They got back to me straight away and fulfilled m... See more
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Special thank you to Abbie who dealt with my query efficiently. Her customer service has retained my custom and I will be shopping with the brand again soon. Thanks Abbie!
Daisy was really helpful in regards to a stock item and how a skirt fitted, came back within such a quick response! Also ordered a necklace yesterday and has been dispatched already very quick servi... See more
SCAM, SCAM, SCAM! I’d give no stars if possible. Company is a complete scam. Returned clothing within stated, ridiculous 14 days and told I couldn’t get a refund and was given a store credit. Custom... See more
Company details
Information provided by various external sources
Mermaids is a unique line of luxury made to order swimwear and glamorous beachwear. The Mermaid girl is a jet-setter who is always on the go and loves to look fabulous, even in water! She
Contact info
High Street 55A, CM12 9AX, Billericay, United Kingdom
- www.mermaids-swimwear.com
3.7
Average
157 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Hasn’t replied to negative reviews
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The WORST
The absolute worst company I’ve ever come across for customer service. Refuse to provide a refund, refuse to acknowledge their items are way below the standard you’d expect, refuse to provide a credit note, refuse to acknowledge their refunds policy doesn’t actually comply with consumer regulations, refuse to accept the items have been returned to them within their timescales even when presented with proof of postage, refuse to acknowledge that they haven’t sent the items back so I don’t have my money or the items I paid for…Their idea of customer service is to copy and paste their returns policy into every email they send (when they bother to reply) and ignore every valid point you make. Now having to involve trading standards to get my money back.
Red flags galore based on the reviews from others, avoid these jokers at all costs.
8 November 2023
Unprompted review
Reply from Mermaids Swimwear
Good Morning Jessica,
We are sorry to hear you are not happy with the service you have received at Mermaids.
After taking a look into this I can see your order was placed on the 10th of September and delivered within our 1-2 delivery timeframe on the 12th of September. I can see there is no email correspondence from yourself for us to assist you with your return.
I can see the return was not received back to us on the 13th of October which is past our 14 day policy for a refund and past our 28 day policy which is clearly outline on the website before purchase therefore we are only adhering to our policy as advised to all customers before purchasing.
Not only was the return sent late, I can see that one of the items also had tan/ make up marks on the strap which does also not meet our returns policy.
I can confirm we also sent these items back at our cost and provided you with a tracking number.
I have attached below for your reference again our returns policy:
www.mermaids-swimwear.com/returns
If I can be any further assistance for you Jessica then please kindly get in touch via the contact page.
I hope this is helpful. Bonnie - Mermaids Swimwear Customer Care xo.
great quality + fast shipping to Poland…
great quality + fast shipping to Poland = perfect combination ❤️
30 October 2023
Unprompted review
Reply from Mermaids Swimwear
A very good morning to you Aleksandra!
Thank you so much for taking the time and trouble to write such a glowing review, it is very much appreciated as an independent brand and I'm so glad I could assist you with your order. We look forward to you shopping with us again soon!
Abbie Rose - Mermaids Customer Care. xo
Love this brand!
Love this brand! Always my go to online shop for when I go on holiday. Grey customer service and amazing quality pieces <3
30 October 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Eleanor!
Thank you so much for taking the time and trouble to write such a glowing review, it is very much appreciated as an independent brand and I'm so glad I could assist you with your order. We look forward to you shopping with us again soon!
Abbie Rose - Mermaids Customer Care. xo
Returns are a scam…don’t bother unless you want to be in contact with the ombudsman
I don’t even know where to start with this BUT if you order from this company you’re just asking to be scammed. LISTEN to the reviews…something i didn’t do and ended up in months worth of hassle. I ordered from the “company” in august for an event which for context they changed the dress code last minute so i wore soemthing more casual instead…i went away this weekend and came back and returned the outfit instantly. They said their return period is like 7-10 working days so i left it for 17 days and then i emailed them asking what was going on since i hadn’t heard anything, to which they said a week later that they were reviewing my situation, ok cool I said thanks knowing that the situation didn’t need reviewing because i returned it instantly. I then had to email them again and they responded a few days later saying that they had reviewed my return and it didn’t comply with their strict returns policy without any reason.
I then sent an angry email because i have literally been scammed since the return was in perfect condition and before this i read the reviews and everyone else has had the exact same experience and narrative. i asked for photographed evidence and they sent me a photo of a shadow. They then sent the parcel back to me and said if i decide to return it back to them again and spend MORE money on the postage that they would dispose of it. After trying to resolve it amicably I had to take this to my bank as a last resort and open a case to rightfully get my money back after weeks of back and fourth on emails. I wouldn’t even bother leaving a review usually, however i would hate for anyone to go through the stress i did with their fabrication of a company. It’s now nearly november and I only recently just got this resolved for a time scale of this. I can’t imagine what they even have to reply to this review…
29 October 2023
Unprompted review
Reply from Mermaids Swimwear
Good Morning Lara,
I am so sorry to hear that you were unhappy with your experience of shopping with us at Mermaids.
I have had a look into this case and as explained via our customer care team via email, When processing your return and after our quality control checks, we was made aware that the item was not in resealable condition and was sent back to you.
Please note that all the returns go through strict quality check at our warehouse. Our team confirmed that the item doesn’t meet the return standards and unfit for resale due to several grease stains on the top therefore we was unable to accept this back.
If you have any queries at all please do not hesitate to email us back as we would be more than happy to help.
Kindest
Mermaids Customer Care.
Abbie was super helpful and very…
Abbie was super helpful and very pleasant to deal with she responded quickly and solved my issue promptly 🥰
4 October 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Jay!
Thank you so much for taking the time and trouble to write such a glowing review, it is very much appreciated as an independent brand and I'm so glad I could assist you with your order.
We look forward to you shopping with us again soon!
Abbie Rose - Mermaids Customer Care. xo
Great customer service!
Abbie Rose was so kind and helpful during a drawn out returns process due to postal delays. She is a credit to the team and provided excellent customer service!
Plus I was so impressed with the dress that I did keep - sizing and quality both spot on!
26 September 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Sofia! Thank you so much for taking the time and trouble to write such a glowing review, it is very much appreciated as an independent brand and I'm so glad I could assist you with your order. We look forward to you shopping with us again soon! Abbie Rose - Mermaids Customer Care. xo
Avoid. Slow refunds + small sizings
I'd advise against dealing with this company. I've had a frustrating experience with them. Their customer service is incredibly slow in responding to emails. Despite providing screenshots of the tracking information that clearly showed my order was delivered, they claimed to have processed my refund, yet I still haven't received it. The quality of the clothes has gone very poor and their sizing has changed - their dresses used to be long and well fitted now more suitable for a child.
25 August 2023
Unprompted review
Reply from Mermaids Swimwear
Good Afternoon Georgina,
We are sorry to hear you are not happy with the service you have received at Mermaids.
After taking a look into this I can see your order was placed on the 25th of August and delivered the next working day. I can see there is no email correspondence from yourself for us to assist you with your return.
I can see the return was received back to us on the 15th of September and a refund was processed on the 24th (we advise a timeframe of 7-10 working days on our returns page so this falls within our advised timeframe).
We do also advise that refunds may take a further 1-10 working days to show in your account, dependent on your bank or payment provider’s processing times.
The refund was actioned our end on the 24th and the above review was left not even 24 hours after which is highly unfair as we have adhered to our policy and guidance on our website.
https://www.mermaids-swimwear.com/returns
If I can be any further assistance for you Georgina then please kindly get in touch via the contact page.
I hope this is helpful.
Bonnie - Mermaids Swimwear Customer Care xo.
AVOID AT ALL COSTS
AVOID AT ALL COSTS! I returned a parcel to this company, for which I paid tracked delivery, but despite having proof of postage that this had been received and signed for, Abbie stated that "she could not find the return so is unable to issue a refund". After I attached the proof of postage and evidence that it has been signed for, she has continued to ignore all of my emails and Instagram messages. Please do not order from this company ladies! She is quite literally a thief. I am currently reporting her company to the Ombudsman and Trading Standards - she needs closing down!
19 September 2023
Unprompted review
Reply from Mermaids Swimwear
Good Evening Eleanor,
I am so sorry to hear that you were unhappy with your experience of shopping with us at Mermaids.
I have taken a look into this and can see our customer care team have been very efficient in responding to your emails and actively working with the warehouse team to locate your return since you got in touch ( we have provided you with all this information via email on several occasions and have been very transparent in sharing this with you)
We appreciate your frustration over this, however as explained via email we are unfortunately not in receipt of your return and the Royal Mail receipt provided does not state our full returns address as provided online and as we operate in a multi brand warehouse, including the brand name on the returns address is an essential factor for efficient returns.
Regardless of this, our owner has provided you with a full refund whilst we investigate this with the carrier.
If you have any queries at all please do not hesitate to email us back as we would be more than happy to help.
Kindest
Mermaids Customer Care.
xo
Bonnie was amazing
Bonnie was amazing. Helped me straight away and I’d definitely shop with Meemaids again
14 September 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Kiran!
Thank you so much for taking the time and trouble to write such a fabulous review, it is very much appreciated and I'm so glad I could assist you with your order.
We look forward to you shopping with us again soon!
Bonnie - Mermaids Customer Care.
xo
Cute items and great customer service
I love mermaids items and Abbie was so helpful when I couldn’t find confirmation of my order. Excited to receive my bits and bobs and thanks to Abbie for being so kind and helpful x
10 September 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Hannah!
Thank you so much for taking the time and trouble to write such a fabulous review, it is very much appreciated and I'm so glad I could assist you with your order.
We look forward to you shopping with us again soon!
Abbie Rose - Mermaids Customer Care. xo
Returns are a scam
I ordered three items and kept two of them. The quality is fine (if a little cheap) but does the job. I returned a swimsuit because it was absolutely tiny in length and would have been more appropriate for a child. I then returned the swimsuit but received an email stating it did not meet the return requirements on the website. I returned the item in perfect condition, with the hygiene label intact, and so this is a complete fabrication from the company. They say the decision is final, even though it’s totally false. Please be careful!
31 August 2023
Unprompted review
Reply from Mermaids Swimwear
Good Evening Olivia,
I am so sorry to hear that you were unhappy with your experience of shopping with us at Mermaids.
I have had a look into this case and as explained via our customer care team via email, When processing your return and after our quality control checks, we was made aware that the item was not in resealable condition and was sent back to you.
Please note that all the returns go through strict quality check at our warehouse. Our team confirmed that the item doesn’t meet the return standards and unfit for resale due to several stains in the lining therefore we was unable to accept this back.
If you have any queries at all please do not hesitate to email us back as we would be more than happy to help.
Kindest
Mermaids Customer Care.
Very impressed
Can I tell you how much I was impressed with my order and the customer service I receive it was 10 out of 10 and I love their product. Very good quality.
15 August 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Jacqueline!
Thank you so much for taking the time and trouble to write such a fabulous review, it is very much appreciated and I'm so glad we could assist you with your order.
We look forward to you shopping with us again soon!
Mermaids Customer Care. xo
Refusal of return refund for no reason
My items were received and the quality of the clothes were good. However, the sizing was not good. I returned one item as it didn’t fit me properly. Approximately 3 weeks after returning the item, I received an email stating it did not meet the return requirements on the website. I have reviewed the return requirements and cannot see a reason for the return to not be eligible for a refund. The return element of this company is a scam.
17 August 2023
Unprompted review
Reply from Mermaids Swimwear
Good Evening Emma,
I am so sorry to hear that you were unhappy with your experience of shopping with us at Mermaids.
I have had a look into this case and as explained via our customer care team via email, When processing your return and after our quality control checks, we was made aware that the item was not in resealable condition and s was sent back to you.
Please note that all the returns go through strict quality check at our warehouse. Our team confirmed that the item doesn’t meet the return standards and unfit for resale therefore we was unable to accept this back (images was provided to support why we was unable to accept this back)
Please appreciate our returns policy is clearly outlined online (I have attached this below) and by no means a scam, in order to operate successfully we have to follow our policy and cannot accepted returned items that we are unable to resell.
https://www.mermaids-swimwear.com/returns/
If you have any queries at all please do not hesitate to email us back as we would be more than happy to help.
Kindest
Mermaids Customer Care.
Great service
Great service. Although my item didn’t fit the customer service team replied very quickly and refund was issued ahead of time
Thank you
15 August 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Sarah!
Thank you so much for taking the time and trouble to write such a fabulous review, it is very much appreciated and I'm so glad we could assist you with your order.
We look forward to you shopping with us again soon!
Bonnie - Mermaids Customer Care.
xo
Excellent customer service
Excellent customer service, very quick response to emails, thank you!
Definitely recommend.
7 August 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Lana!
Thank you so much for taking the time and trouble to write such a fabulous review, it is very much appreciated and I'm so glad we could assist you with your order.
We look forward to you shopping with us again soon!
Bonnie - Mermaids Customer Care. xo
Great service
12 July 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Jenny!
Thank you so much for taking the time and trouble to write us a review, it is very much appreciated and I'm so glad we could assist you with your order.
We look forward to you shopping with us again soon!
Bonnie - Mermaids Customer Care. xo
Bad experience
Ordered 2 dresses in preparation for a wedding abroad in August, when both dresses came they were very long on me as I am only 5”2 I decided to return both 3/4 days later, I then received an email the week after stating I wasn’t getting a refund for one item, I asked why they stated it didn’t meet their returns policy, baring in mind I tried the dresses on after I had showered, with no makeup/ fake tan on or perfume on and in my bedroom which is carpeted, they then replied to say there is a mud stain on the very bottom of the dress trying to insinuate that I’d worn the dress out which was impossible as the dress was extremely long on me I’d of had to have 3/4 of the dress taken off just for the length to fit me and I know for a fact that the stains weren’t there when I tried it on. The dress has been delivered back to me I’ve checked the dress for stains like they stated and there is no evidence of staining on the dress?! Very disappointing as the dresses aren’t cheap and that you have to pay for delivery and to return items. Won’t be ordering again.
10 July 2023
Unprompted review
Reply from Mermaids Swimwear
Good Evening Laura,
I am so sorry to hear that you were unhappy with your experience of shopping with us at Mermaids.
I have had a look into this case and as explained via our customer care team via email, When processing your return and after our quality control checks, we was made aware that the item was not in resealable condition and the Bermuda dress was sent back to you.
Please note that all the returns go through strict quality check at our warehouse. Our team confirmed that the Bermuda dress doesn’t meet the return standards and unfit for resale therefore we was unable to accept this back (images was provided to support why we was unable to accept this back)
I can see that you was successfully refunded for the other item returned via your original payment method on the 09/07/2023.
If you have any queries at all please do not hesitate to email us back as we would be more than happy to help.
Kindest
Mermaids Customer Care.
xo
Amazing customer service and beautiful products
I was sent out an incorrect item in my parcel and Daisy from mermaids was super quick to help, she generated a return label for me herself and got the correct item sent out to me straight away in time for my holiday. Thank you for my outfit and necklace, amazing customer service and beautiful products!
12 July 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Alanah!
Thank you so much for taking the time and trouble to write such a lovely review, it is very much appreciated and I'm so glad we could assist you with your order.
We look forward to you shopping with us again soon!
Daisy - Mermaids. xo
AVOID COMPANY! POOR QUALITY! TERRIBLE SEVICE!
I bought Scorpois 3pc Glitter Fleck Bikini Set - Emerald Green. Return was made at the same day as the item has been delivered to me, because it is not true to size, set was small for me ( ordered size L, my size M). Company got my return on 19th of June. I waited till 28th of June and send an email, no respond. After one more day, I send one more email and they responded, that my returned item do not meet requirements and are not returned in their original condition or fit for resale. I asked What requirements my returned item do not meet, because I read full returns information, my returned item do meet all requirements. And they managed to send me pictures of somebody's swimwear with a defects. I can only say few things :
1. They waited more than 10 days to respond to me and on the end they managed to send me pictures of somebody's swimwear.
2. company traying to squeeze every penny from costumes ,cheating them in every possible way !!!
Is only few words I can describe the company as bunch of lying and cheating useless individuals.
5 July 2023
Unprompted review
Five star customer service from Bonnie…
Five star customer service from Bonnie who helped amend my address to ensure my delivery would arrive correctly
4 July 2023
Unprompted review
Reply from Mermaids Swimwear
Hey Amy!
Thank you so much for taking the time and trouble to write such a kind review, it is very much appreciated and I'm so glad I could assist you with your order.
We look forward to you shopping with us again soon!
Bonnie - Mermaids Customer Care. xo
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