Hi Jason,

Thank you for taking some time to share your experience with us. Let me first say that we sincerely apologize that we did not meet your expectations for your order. For clarity we would also like to respond to some of your comments.

We reviewed all aspects of your order to see where we went wrong based on your review. Your order was placed on the 8th of July, and it was promptly shipped on the 9th of July. Unfortunately, you are located on the West Coast of the country, and we shipped from the Florida, so it was the furthest zone for us. The package did not arrive until the 15th, or 5 business days in transit time in total. The unfortunate part of the story is that we made a mistake and sent you the wrong wetsuit size for your child. You contacted us late in the day on the 15th to advise us of the error on our part, and we did promptly respond to you the following morning on the 16th to advise that we were now showing the item out of stock, and that we had put in a request to have it visually checked by our team in 3 different locations. It took the better part of that day to determine if we had the correct sized suit that was originally ordered. Because the item you ordered was on closeout, and at special promotional pricing the volume of the order flow had put the inventory out of sync for that item. We were awaiting reply from the warehouse and actually when you followed up with us late in the evening – after work hours via email to check the status we responded to you at 8pm to advise the product was not found, and to offer you a return at no cost to correct the error and issue you a full refund. The label was promptly sent to you on the 17th. The refund was issued the second the package was scanned with UPS. We did not wait until it was received or another 5 business days. The process did take a total of 7 business days from order placement to discovery of the error, and promptly issuing you a refund.

We absolutely did try to put our best foot forward. We wished we had not made a mistake from the start, but sometimes mistakes happen. We also wished we had the correct sized wetsuit to resend to you. If we could have, believe us, we would have happily done so or provided something else that you wanted.

At the end of the day, we made an error, and it was disappointing for us as much as it was for you. We own it, and we are deeply sorry to have let you down. We always want our clients to have a wonderful experience with us and frankly we realize we were not good enough. We will be better, and we hope to earn your trust again in the future.

Your Adventure Sports Team