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Inside Coolibar What our customers say

A letter from a new Coolibar customer

April 26, 2013

Dear Coolibar,

I’ve never felt like writing a fan letter to a company before, but I do now.

Recently, when preparing for a Maui vacation, I entered panic city—I hadn’t been to Hawaii in 20 years and the thought of wearing a bathing suit suddenly horrified me! Local stores offered only boxy board shorts and blah rash guards as alternatives to the ubiquitous skimpy suits. I’d never shopped online for clothes before, but I was desperate!

Quickly, I discovered that only two sites, HyrdoChic and Coolibar, might fit my needs. I came across criticism about Coolibar in a few places, so I tried HydroChic first. I chose five items, though apprehensive about the ones on sale being nonreturnable. The $19 shipping fee was a shock, especially so when the items arrived, 5 days after ordering, stuffed in an envelope that barely survived intact. Unfortunately, none of the pants fit correctly (mainly because of the lack of drawstrings) but I didn’t return them immediately because at that point I had no alternatives. When I was ready to return them I realized they give you only 14 days from the date they were shipped to return them for a refund—my 11 days had long passed!

I decided to give Coolibar a try—and I’m so glad I did! I found none of the criticism I’d read to be true, save one—the fact that you don’t offer swim bras! Otherwise, I found Coolibar to be superior in every way! My 9 items were packed with care and shipped for free (they arrived 8 days after ordering; for my following order of 6 items, I opted to pay the $12.95 for 2nd day air.) All items were of the highest quality, the pants thankfully had drawstrings and the shirts had internal gripper strips as an extra feature. Also, I was amazed to find how the outfits totally withstood the abuse I subjected them to, with all the snorkeling I did and the many times I got smashed around into the powerful shore breaks and ground into the sand (I saw people in regular bathing suits practically stripped naked.)

My favorite outfit was the Ruche Swim Shirt worn with the Swim Tights (which I found versatile because with the legs pulled up they could be worn as capris.) Also, I was thrilled to find I could go swimming and then go straight to any store or restaurant (if still a bit damp it didn’t show, buy they dried fast!) It helped make my trip more carefree and easy.

Of course, your clothing’s most important feature is sun protection (having had melanoma I learned the importance of that the hard way.) It was great to only have to apply sunscreen to my face, neck, hands and feet, and never get burned. My travel companions went through bottles of sunscreen, and still got sunburned. Also, I learned on my trip that sunscreen is a source of pollution, that there are even days when the water in places like Molokini Crater are covered with oil slicks from their use!

Since I bought multiple sizes (being unsure how they’d fit) I’m very thankful that you have a customer-friendly, REALISTIC, return policy! And, it was great being able to wait until after my trip, when I was certain of what I wanted to keep, to return my unused items!

Thanks for everything, I’ll be ordering again!

Sincerely,

Deborah

Deborah in her UPF 50+ Coolibar Ruched Swim Shirt Deborah in her UPF 50+ Coolibar Ruched Swim Shirt
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Inside Coolibar

Spend a Day with Allyson in Customer Service

Allyson in customer service

It’s 7:30 am and right off the bat the phones are ringing off the hook! Excellent, I say, that’s why we’re here and why we rose with the sun and the birds this morning!  Minutes before, we Customer Service Representatives – CS Reps for short – have already greeted each other, made coffee and we’re ready for our primary focus, our customers.

The day whisks by pretty fast. When were not on the phones, we’re answering emails, helping a customer in our retail storefront, processing hundreds of web orders, learning about new product styles and colors hot off the presses, and maybe taking a snippet minute to hear more about a fellow CS person’s day yesterday.  Our CS Reps help each other out too, if there is a customer question that occasionally stumps us temporarily – ahem, key words, “occasionally “ and “temporarily”! 

We really are a happy bunch here and genuinely like each other. (SEE PICTURES) I think that translates to our interactions with our customers. Happy Customer Service Representatives translate to pleasant customer service representatives that are ready to assist customers.

We all jot down “notes to self!” so we are sure to follow up for customers on various changes to orders and questions that came in over night or that we want to look into further and get back to them in a timely manner. Taken care of – check! 

I have an important little sign next to my phone, “Customers Really Are Everything” which of course creates an interesting acronym, “CARE”.   Am I corny? Some of the most wonderful intangible things in life are “corny”, right?!  This sign is one decoration among many we all have at our desks – a fluffy  flower, an “I like you “ pin,  inspiring quotes, cool doodles, family photos, etc…

The other day I asked some colleagues what were some of their favorite things about working in Coolibar’s Customer Service.  Answers from all:  heartfelt stories and thank yous from customers about how our clothing has made it possible to “play” out in the sun w/out the nasty UVA and UVB rays sneaking through their clothing. And bonus- they appreciate looking good in the clothing too-it has style!

It’s also good to know that young parents are definitely being “sun-smart from the start” for their children these days. As one parent put it after discovering our sun protective swim shirts and shorts, “Wow, what a relief, my kid won’t fry at camp if the counselors forget to put sunscreen on them every 2 hours.”

A real wow factor for our customers and for me was discovering that we stay cooler having our skin covered with the sun protective clothing than if our skin was bare and exposed, (healthier too of course!).

Pleasure to work at a company that operates with integrity and respect in their daily business – for our bread and butter customers, our internal customers (staff) and in our sun–protective products.

At the end of the day, the ideal scenario is all emails are answered, “notes to self” are checked off and cleared from desk and all of our customers have had positive experience with Coolibar Customer Service.

Allyson

Coolibar Customer Service

Coolibar Customer Service Team
The Coolibar Customer Service Team (There are many more!)
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