ComplaintsforSWAK University Services

• Initial Complaint

  11/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a snack box to be delivered to my son at ********** ** **** ******* for Halloween on 10 Oct. After the order was placed on 25 Oct I received an email asking for my son’s mailbox number. He doesn’t have one and at no time was a mailbox number requested when purchasing, only a room number which they had. So I requested a refund. After waiting several days they claim the item was sent. I tried contacting them to find out where it was sent since he doesn’t have a mail box. I got no response. October 31 comes and still no reply so I texted them per their instructions on their web site. I also sent an email per the instructions on their web site. I got a response to the text giving me a tracking number. It shows they sent something to someone in Pensacola and it was accepted by Jennifer. It does not say where it was sent in Pensacola or if this was even addressed to my son. To date this item has not been located and nobody at that company will respond to my repeated request asking where the package was so my son could go and get it. I have tried calling them to settle this but their listed phone number on the web site doesn’t work.

  Business response

  11/06/2023

  We have issued a refund for the full amount of ******* order. Details are as follows from our accounting dept:

  ***** **********  Order #****  $40.00   Processed Saturday 11/4/23. 
  
  Trans ID:  12009 982 5249  

  Customer response

  11/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to be refunded for the 8 missing items not received. I made a dorm bundle order with Swaku thru the university of Louisville link on July 30th 4:10am. I ordered the 100% bundle that was $455 + 11.99 shipping. guaranteed delivery Aug 8th. They were 3 days late & order was missing 8 important items. First; order could not be located, then found then claimed they are out of my colors, had to choose from what's available. The bundle incl. everything needed for the dorm, only to discover during unpacking move in day Aug 12th , that it was missing (A pillow, pillow cases, clip on lamp, under bed storage drawer, 22 bath towels, 8 wash cloth, Dueling cooker for microwave, desk chair pouch. 3 weird items that were not ordered were in the box.( Pizza cutter, desk fan & a monitor holder) . I communicated with them immediately via text of the situation, they advised they'll get back to me after the weekend ,only to receive very strange unprofessional response that items were sold out so they substituted them : 1. LED Clip Lamp fan subbed as lamps sold out quickly 2. Chair Pouch sold out so Monitor Stand subbed 3. Dueling Cooker for Microwave, sold out so Pizza Cutter subbed. Is this even legitimate. substitution is replacing with a similar item . this is fraud & scamming students & their families . I asked to refund the 8 missing items. they refused & advised refund only 3 items because they substituted the others & if I'm not satisfied to return whole bundle for a full refund ! can you imagine return everything after a freshman from out to state is already moved into his dorm! Original bundle incl. : Comforter, Sheets, mattress, Topper, Bed Blanket, Folding Storage Box ,Mattress Pad, Bed Pillows (2-Pack) pillowcase, Bedside Caddy,Laundry Bag,LED Clip Lamp,Towel Set 24 Piece,12 Wash Cloths, Bedskirt, Chair Pouch, Dueling Cooker for Microwave. When delayed I asked them to cxl order if they can't fulfill it. It's wrong to scam customers who trusted them:(

  Business response

  08/15/2023

  **** ****** Owner

  Due to her ordering very close to the deadline, there were some items missing from her bundle. She ordered the Fully Loaded Bundle, which has 30 items. We were missing 5, which we immediately placed a refund request to accounting for, ($74) and we substituted 3. Unfortunately in cases of late orders like this, we have to make decisions like that and go ahead and ship the order. Our feeling is even if orders are incomplete, if the bedding and other essentials are not out of stock, our first priority is to make sure the student has bedding when they move in, so we ship those, and sometimes this upsets people because they weren't consulted. Due to how soon the order was placed relative to the time the order needed to ship, we didn't want to contact *** ******, as then we would be obligated to wait for a response and potentially miss the shipping window. 
  
  We offered to increase our refund to also include the items that were substituted, telling her she could keep the items even though we were refunding them, this would have amounted to a refund of $101. she refused. 

  *** ****** didn't mention the following to you:
  
  Her initial position was that she wanted to keep everything in the order and still receive a full refund for the entire purchase price, which was like $500. We told her that was not possible. 
  

  Her next position was to price the items that were missing/substituted and ask us for the value of what she found while shopping online with other vendors. This amount in her estimation was $225. 
  
  I wrote her and told her that we would stick to our original proposition and offer to refund $101, which includes the substituted items she is allowed to keep. We are currently processing that refund. 
  
  In addtion to our work to satisfy *** ****** in this regard, we have made extra efforts with her to make sure her student could get bedding. She missed the online shipping deadline, and called to see if we could still do it. We told her it was too late to ship to campus, but we arranged to ship it to their Hotel in Louisville in time for move in (our suggestion). 
  
  We have spent an inordinate amount of time with her. That in and of itself is ok, but I feel like at this point she is just trying to damage our reputation. 

  I will attach screenshots of some of the portions of conversation

  Customer response

  08/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: First off I never ever asked for a full refund nor did I ask to keep the 3 or 4 unrelated subs sent. I have every single documentations since 07/28. on the contrary, I offered to have them in the dorms mailroom for them to be picked up by vendor. they refused citing too costly & that I should bear the cost of sending them back . which is unacceptable.  It's the vendor's error & they should bear the consequence & arrange for the return of the 3 items.                                                                                                      As a customer I have been taken advantage of, underestimated   & scammed to be expected to receive an incomplete  $455 dorm room order, missing 8 items and expected to be totally OK with it & the non related subbed items that has no use whatsoever with no questions asked . This is a $455 order not a $20 order.   As mentioned previously . I am only asking for my right - full refund (true value)  for the 8 missing items.

  I don't get it ! were is the sense that a customer must accept non related substitution  For example :  when buying retail would a fridge sub for a stove , would a pillow sub for a purchased mattress! would a fan sub for a purchased desk chair !!! The answer is NO. A customer should be refunded for missing items of the order. Period. This is not a bargaining matter.

  Initially yesterday ** ***** offered $75 for 2 items only (Bath & wash Towels) ! per his email, citing the vendor sent subs  so refund shouldn't be granted ( which were totally unrelated btw ) . When I attempted to purchase the 8 missing items on ******* ** ******, The aprox. cost was $200-$225 . I communicated with ** ***** my findings, Then the amount was increased to $101 . so 8 items ( folding storage box, 1 pillow & 1 pack of 2Pillow cases, led lamp, chair pouch, dwelling microwave cooker ) cost only $25 !!  even if bulk prices that can't be it !! 
  

  Second : I was reachable at all times - I was contacted by phone Aug 6th that the bedding chosen was not available & asked to choose others. I responded with our choice within minutes. My no was available I responded to the call & all texts instantly,  since the very beginning of my order. So I am reachable. No delay would've happened if I was contacted.  I could've simply bought the missing items on time & avoided all this mess. Bottom line order was still delayed for 3 days , received missing 8 items).

  Just to clarify sequence of events : 7/26 email received from swak extending deadline till 7/31 (copy available) , 07/28 link only showed home delivery , sent text to inquire . no dorm delivery can be made even though the extension email mentioned it.  07/30 order made . texted company , resoluted to hotel delivery. 7/31 inquired about order cnf email. 08/01 Swak unable to locate order, 08/02 full amount deducted from my bank account , 08/01 order was found incomplete by Swak, then finalized. 08/06 Received call that bedding of choice is N/A & chosen alternative options. 08/09 texted to inquire about shipment 2 day delay & specifically asked if shipment can't be fulfilled, we can cancel & I'll buy everything in the 12 hrs remaining before college move in date. 08/12 move in day  late afternoon missing  items discovered.....

  Due to being from out of state, we had no time to go shop for the missing items due to early store closure during weekend & had to fly out next morning . I have   spent the past 4 days since move in day, trying to order the items &  arrange for my freshman student to receive everything in a timely manner .  
  

  Indeed a tremendous amount of time was spent on this order . Only due to the many issues that occurred from the beginning . Be it unable to acknowledge deadline extension, dorm delivery issue citing end of deadline, which was incorrect per extension email received, locating the order, bedding not available, shipment delay, missing items ). of course it took tremendous amount of time & energy to follow up . It was suppose to be a hassle free order . Has it only been that I was overseas & wanted a hassle free option, I would've never done it. 
  

  After all the  mentioned above, it is clear that I am a customer who's strictly after her basic right as simple as that;  to be refunded for the 8 undelivered items. regardless sold out or not, subbed or not . I have nothing personal against the company nor I care about that conspiracy thought of wanting to tarnish reputation . All I want is the true value refund for the 8 missing items.  That is all ... 

  Important note: The main reason I new about & ordered thru Swak was the emails received from the University. It said sponsored by them and the order was made using the link in the email. Otherwise I would've never dealt with a random company offering such service .
  

  Regards,
  
  **** *****r

  Business response

  10/10/2023

  From the BUSINESS:

  Sent 9/25/2023 11:24:20 AM

  We took care of ** ******** complaint in August. Please see attached for refund confirmation as well as original order. 

  Her initial complaint was that she received subsitituted items and wanted a refund. The refund confirmation attachment shows the refund for the requested items. We did not ask Ms Singer to ship back the items. 

  Please note she *** ****** is not the cardholder. We refunded to the cardholder on record, ******* *********

  Please let me know if you require further information. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a bundle for my freshman for bedding, towels, containers etc. and paid over $400 for the bundle. SWAK said it would arrive on July 26,2023. It has not arrived, there has been no further communication, and the company is not responding to my emails.

  Business response

  08/02/2023

  Good afternoon, the attachments above should serve to verify that we have remedied *** ******** complaint. The order attachment shows the order that was placed with us. The Fedex attachment shows that the order has shipped and is out for delivery today. *** ****** has been notified and given the tracking information. Please let me know if you would like me to send you a tracking notification showing her order as delivered, which I can do tomorrow if you like. 

• Initial Complaint

  12/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My name is ******* **********  I have a son who is a freshman at  in Tallahassee and I received by regular mail encouragement from this organization to buy care packages that would be sent periodically through the semester to him. On September 15, I paid $186 that was deducted from my checking account to have three boxes sent to him: one was a welcome gift, the second was for Halloween, and the third was a care package that came during finals week. The company had me write a note specifically to my student that was to be included with each package. My student received a welcome package and then never received the Halloween or the final exam box. Essentially, I paid $186 for a bag of chips and candy that arrived in late September. I have left voicemails after the Halloween box did not show up and left voicemails again regarding the final exam box. I sent a text message which finally has a response that says they are looking into it. They claim there was a problem with the mail delivering the Halloween boxes although they did not reach out to clients to make it right if they knew the Halloween boxes were not delivered. They do not know what happened to the final exam box. Parents who are already spending so much money on college should not be suckered into having this company be responsible for sending your student care packages. They. are only following through on their agreement 33% of the time. Save your money and send your own care packages and do not use this company. They are poorly responsive to voicemails and I’m out at least $124. I have been scammed.

  Business response

  12/14/2022

  We have initiated a refund of $124 through Square that will put the funds back on the original credit card.

  Customer response

  12/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  My bigger concern is that other parents will trust this company to send packages on their behalf, which apparently they only do successfully 33% of the time.  Send your own care packages to your student and do not trust this company.
  Regards,
  ***** *********

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My Child is a current student at a University in ******* and I purchased the package from SWAK at the beginning of the year for several baskets to be delivered throughout her school year as an encouragement/support. Since the beginning of the school year she has only received one package. All attempts to contact this company have been completely ignored with zero response. This company is a scam that takes your money and does not deliver.

  Business response

  12/14/2022

  We have issued a refund through Square for $305. The funds will be posted to the original credit card.

  Customer response

  12/14/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Regards,
  
  **** *******

• Initial Complaint

  11/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had purchased an Ultimate Package for my daughter which was 6 care packages to be sent to her dorm. Order #***** After I purchased it, the university moved her to a different dorm on campus. My daughter received her first care package with no issue and we were happy with what we received. My daughter was suppose to receive her second care package the week before Halloween. I received an email from UPS that this item was being sent to my daughter on 10/25/2022. Tracking *******************  I noticed that it was being sent to her previous address. I sent an email to swak at ***************** that the address it was sent to was incorrect and I gave them the correct address. I have received no response back from them. On 11/4, I saw an email from UPS that the package was being sent back to the sender. I then called swaku at there customer support number of ************** and my only option was to leave a voicemail, which I did stating that my daughter did not receive her package and to please contact me. I heard nothing. On 11/7 I received notification that the package was delivered back to the sender. On 11/10, I again tried contacting SWAK, I contacted them 2 different ways, 1st was through there website support form and received a confirmation email back, with *********** the reference nunber. I also send a text to them at ************ on 11/10 also. I did here back from the text send to ************ stating that the packages were sent and delivered and pushed back on the dorm staff being the issue, ignoring my statement of the package was sent to the wrong location and was actually delivered back to them. I did text them back stating that my daughter did check at that dorm and there was no package. I have received no responses back from the company since. I've attached my original email as my receipt.

  Business response

  12/15/2022

  We issued a refund of $290.00 back to the originating credit card on 12/04/22. Transaction * **** *** *****

  Customer response

  12/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Regards,
  
  ***** ******

• Initial Complaint

  10/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered dorm room items from SWAK on July 25 2022. I did not receive the LED Dorm Clip, valued at $37.49 from SWAK, nor was this item listed on the packing slip. I asked SWAK for a refund. They claim this order was disputed with a credit card company and "Since you didn't pay for the order we can't refund any items". I did initially file a dispute with the credit card company as the item was billed as from "****** **** * **** ***", whereas I purchase the item from SWAK University Services. On August 15th on realising this was a valid order I called the credit card company and told them to pay SWAK. The credit card company says SWAK were paid in full on August 15th 2022. I contacted the company on September 22nd about this issue, but so far they have not refunded me. I have disputed the amount of $37.49 with my credit card company. I would like SWAK to resolve this issue with the credit card company, to ensure I receive the $37.49 credit which I am owed.

  Business response

  11/02/2022

  
  *******, the $37.49 was refunded back in September, here is the entire report from our accounting department. As you can see they were refunded before they even contacted you:
  
  
  7/24/2022  Order #******  fo* ***** ******  * *********  $356.93
  
  8/1/2022   Order delivered via ***  
  
  8/12/2022  Mr. ****** left voice mail that  Dorm Lamp had been omitted from his order and wanted an immediate refund.
  
  8/13/2022  Mr. ****** contacted his credit card company:  ***** Bank claiming #**** Fraud:  Card Absent Environment;  (yet used to purchase dorm supplies for his student.)
  
  8/13/2022  VIA Merchant Services SWAK received a CHARGEBACK for the dispute of $356.93 
  
  8/15/2022  Accounting responded online to Merchant Services that order had been received and provided *** tracking number. 
  
  9/01/2022  Accounting responded to Merchant Services via written reply, explaining we had voice mail from Mr. ****** admitting receipt of order and the missing fan, making his claim of fraud invalid.
  
  9/24/2022  Merchant Services reversed the dispute and the funds were returned to SWAK account for $356.93
  
  9/26/2022  Refund for missing fan $37.49 was processed: Transaction ID #**** *** ****  against **** card ending in ****.
  
  
  Accounting
  

  
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a care package on June 22, 2022 for my son (order confirmation ******). My card was charged the next day, June 23, 2022. My son has still not received the package. Over the last 2 weeks, I have left at least 3 phone messages and my husband has left 1. I have sent 3 messages through the website contact page, receiving confirmation that the messages were sent 2 of those times. I have received 0 emails or returned calls. I want my money refunded or the gift package delivered. Either resolution is acceptable.

  Business response

  10/21/2022

  ******, good afternoon, first off, my apologies for the delay in response. We were down a couple of people and that coincided with an unusually heavy Welcome event. Your refund is being processed. 
  
  I am attaching a screenshot that shows delivery to the *** address (I spoke with them, that is the delivery address for both *** and ***) While speaking with them they said they have no record of the package in their mail center even though someone on their end signed for it. 
  
  Long story short, your Student still didn't get the package, and for that I am sorry, and again, my apologies for the lack of communication. 
  
  ****  **** *****
  Owner/Managing Member
  SWAK University Services
  **************** **** ************ * *** **** ************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  About a year ago I started receiving phone calls from SWAK University Services (SUS). I downloaded a few apps to block spam calls trying to get them to stop. Unfortunately, the apps caused issues with my phone and my ******* services so I had to delete them. So, for the last 6 or so months i receive between 15 and 40 calls a day from SUS. The real problem is when you call the 800 number on the SUS Contact page it directs them to my phone and when I answer it says "SWAK University, to answer press 1, etc...". Since the 800 number only transfers them to me they show up as regular names on my phone. They do not show up as SUS calls until I answer. The reason we know for sure this is happening is my wife tried to call the 800 number on the contact page while i was sitting next to her and it rang my phone yet showed her name on my screen. This has become extremely annoying. I need them to take my phone number off their transfer service. My wife has reached out to them numerous times through their website yet they never respond. Here is a link to the website and the contact us web page with the 800 number in question. ********************** ****************************************  The 800 number in question can be found on the contact web page and is ************ My personal cell phone is the number that is called and can be found under the information i submitted to make this complaint.

  Business response

  09/19/2022

  This matter has been fully resolved. We had a glitch in our system and the complainant was receiving forwarded calls from our customers. We have fixed the issue and checked with the complainant to make sure it was resolved. He assured me that he was no longer receiving calls.

  **** *****

  Owner, SWAK University Services

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a care package on 7/29/21 from SWAK University to be delivered to my son. Order # is ******. Over a month ago I needed to cancel care package. I spoke with ***** ****** regarding getting a refund. She assured me the check was in the mail. It's been over 30 days and I have not received check. I called SWAK last week and spoke with *****. She once again stated "check is in the mail and mail is slow these days". Mail might be slow but it is not this slow. This company never responds to emails and it is very rare for them to even answer their customer service phone number. I want my refund!

  Business response

  12/09/2021

  On 07/29/21 Mrs ********* ordered a two package plan from SWAKU. Subsequently she requested a refund for the second package (fall finals) in that plan.

  Per her request, the price of that package was refunded to her original credit card on 11/12/21.

  Please let us know if this has not addressed her complaint.

  Sincerely,

  ******* ******

  Owner | Managing Member

  SWAK University Services

  Customer response

  12/10/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩