I first ordered a Swell a few years ago and it worked very well at keeping my water cold. I dropped it once on the pavement and something broke loose in the bottom so it now rattles but it still works so I use it. I contacted S'well to see if they would replace it even for a lower fee than buying a new one and was told since it wasn't ordered through them, they couldn't do anything. OK. Fast forward to present day (I purchased 3 S'well bottles for my sisters in law prior to this incident). I figured it would make a practical Valentine's/Bday gift for my husband. I accidentally ordered 2 bottles because I accidentally had two browser pages open so nearest I can figure is that the cart auto updated to reflect two instead of one. Not two minutes after the order did I realize my mistake and reach out to S'well via email in an attempt to modify or cancel the order. Their customer service call center was closed at the time but I called them first thing in the morning and was met with a very unhelpful and apathetic individual who explained to me that even though the order hadn't been shipped out yet, that they do not allow for modifications/cancellations of orders and I would have to pay to return the extra bottle. Seriously?! It's 2019, I can get puppies, ice cream and an extra hairdryer delivered to my door the same day but I can't modify/cancel an order right after placing the order even if there was a computer error?! So hypothetically, say I accidentally ordered 10 water bottles instead of 1 because of a simple typo, I would have to wait and then return all 9 water bottles at cost to me because they can't manage basic customer service?! This just doesn't pass the smell test.
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