Cache Inc.

Review: 1.5 months to receive the gown. Returned the gown via mail. 1 month has gone by. NO REFUND!

I ordered a formal gown from Cache.com on July [redacted] 2014. I needed it for a formal even in early August. I called three weeks after ordering it to inquire as to where the dress was and to inform them of the date of my event. Not only did the dress not arrive on time, no customer service representative could seem to help me. I was told to just wait a little longer. A month and a half later the dress arrived. I did not need the dress anymore and it didn't fit so I sent it back for a refund. Here it is nearing a month since I put it in the mail and returned it and still no refund. I keep calling the customer reps. who tell me that the refund was processed. I ask for a [redacted] and they tell me that one can get back to me within 24-48 hours. Sometimes I talk to a [redacted] who tells me to wait ANOTHER 2-5 business days. Ive heard that now a few times. Don't ever order from cache. Ive never had so many problems with one company before in my life.Desired Settlement: I want my refund. I would also like some compensation for this nightmare. Ive sent a lot of time holding on the phone for customer service reps. to read my order notes or waiting to talk to a [redacted].

Business

Response:

[redacted] RE: Complaint ID #[redacted] Dear[redacted], We have received and reviewed this complaint as forwarded on January *, 2015. We are sorry to hear of the delay [redacted] experienced in the arrival of herorder [redacted] and the processing of her return. Our records do confirm that [redacted]’s [redacted]ending in [redacted] has been fully credited for her purchase total of $313.65. Therefund was issued incrementally, with a credit of $173.23 on August [redacted]and the remaining $140.42 credited on October [redacted], 2014. As a token of our regret for her inconvenience and ourcontinued appreciation for [redacted]

[redacted] as a valued Caché customer, we would also be happy to offer acomplimentary gift card for use at any Caché boutique, as well as an exclusivediscount offer on her next purchase. If you require any further information, or if there is any other way in which wecan be of assistance, please don’t hesitate to let us know. Kind Regards, [redacted]

[redacted]Cache Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On Nov **, 2014 I made an online purchase with Cache. I checked on the order every week and was finally told the week of Dec [redacted], the order could not be filled & would be cancelled and my bank acct would not be charged. I received an email on December [redacted] stating:Dear [redacted]:I was looking through and came across you order [redacted] with the Black Faux Leather Fringe Top. Unfortunatly this was unable to fulfill due to the item being out of stock.You were not charged however because nothing shipped. I am so sorry for the wait and the inconvience, for that though I would like to offer you 10% off and free standard shipping, and all you have to do is reference you order number above. I put notes in and are ready for use whenever you are.:) hope you are well in the rest of you day!Please feel free to contact us again if we can be of further assistance. Just email us back, or call us at ###-###-####. Our [redacted] are available 8 AM to Midnight EST 7 days a week for your convenience. Live Chat is also available at Cache.com from 8:00 AM to 12:00 AM EST! Click on the Live Chat button at the top of the homepage to chat with a [redacted].Sincerely, [redacted]Cach [redacted]On Dec [redacted], my bank acct was charged $98.82. I called Cache Cust Serv on 12/** advised them of the charge. Rep stated the order was filled in error by one of the stores. They realized the error & it was currently being corrected & that I should see a credit back to my acct around the [redacted]. Called on Dec [redacted]spoke with [redacted] advised her of the above stated issue. [redacted] stated could not credit my account until I return the order. I advised her that was unacceptable & I didn't give them authorization nor does it state on their website that they will hold my info and order indefinitely to use a later date. Especially for an order that should have been cancelled on their end.Desired Settlement: I want the $98.82 credited back to my bank account whether or not I receive the merchandise as I did not give them authorization to hold on to my bank account information to use at will and pleasure

Business

Response:

December **, 2014

RE: Complaint ID [redacted]

Dear [redacted],

We are sorry

to hear that [redacted] was misinformed regarding the status of her order [redacted], prompting her to place a

second order ([redacted]) while the first was still processing.

We have

emailed [redacted] a prepaid [redacted] label (tracking # [redacted]) for the

retrieval of the item she no longer needs.

To ensure

that she is not kept waiting for resolution, we would happy to offer a

preemptive refund once the return label has been activated – she will not need

to wait for the item to arrive at our returns facility for the refund to be

completed. [redacted] has already been refunded for the shipping charges associated

with both orders.

Review: I was given a $100 gift card for Cache, and they unexpectedly closed the [redacted], ** location (I know the manager, and she was given less than 48 hours notice). I tried to use it online, but was unable to - so I called the [redacted] ([redacted], **) location and drove 1.5 hours to the store, to be told they were no longer accepting gift cards. They did not communicate this is any way, to any of their customers, although they had been sending numerous emails about their 'closing sales'.

I have called, emailed, written on their social media pages (along with at least four dozen other people wondering what to do with their unused giftcards) and they have not responded or been helpful in any manner.

I would like to be refunded the amount, or be allowed to use it in the "new online store" they refer to on their website and in their emails. Truly, just a response would be helpful at this point. Very disappointed with how they treated their employees and customers at the end.Desired Settlement: Full refund of $100 or ability to use the gift card at Cache, Cache.com or another retail outlet.

Business

Response:

Cache Customer Service[redacted]April **, 2015RE: Complaint ID #[redacted]Dear [redacted],We have received and reviewed customer [redacted]’s complaint as forwarded on April [redacted] 2015.We do regret to advise that, as Caché is no longer able to accept gift cards or store credits in accordance with the ruling of the [redacted] U.S. Bankruptcy Court, and as gift cards and store credits are non-refundable and non-redeemable for cash, check or credit, there are unfortunately no alternate solutions available at this time. We truly do apologize for the inconvenience, and for the customer’s disappointment.If you require any further information, or if there is any other way in which we can be of assistance, please don’t hesitate to let us know.Kind Regards,[redacted], Customer Service & Call Center Operations

Review: Product returned about 1 year ago but refund back is short $CAD 30.05

Dress returned on December **-2012. Order #:[redacted],SKU#:[redacted]. Paid by [redacted]: $109.95+$11.89(tax & duty)+$2.26(shipping & handling)=$CAD 124.10 but Cache'refund me only $CAD 91.79. I sent emails, call them many times but they told me to contact ** & sometime they told me the short sum has been issued that I will receive within 48 hours(April **-2013)but I never have it. Excluding shipping fee, the sum I lost is $CAD 30.05 .Every time they answer differently. Few weeks ago one of them sent me an email saying that I should contact ** to receive additional $US 6.95 then today other superviser said $US 6.95 is stocking fee (i never found stocking fee or no refund on tax in their return policy)...shopping, complaining with them is real, terroble messDesired Settlement: I am seeking $CAD 30.05

Review: My [redacted] couldn't be used online (which was not stated) and expired. I called the next day to try and fix this problem. Lost of customers complained

In June I bought a [redacted] for $50 that was good for $100 artery cache. The group did not say it couldn't be used online. I was out of the country and couldn't make it back in time to use the card, so I tried to use it online. That's when I found out it wouldn't go thru online. I called the [redacted] store the next day to find out that many customers have complained and there was nothing that they could do. [redacted] informed me tocontact someone from Cache because it is up to tthem if they validate the [redacted] for the full amount. I contact Cache complaint department and they won't help me. I understand that the [redacted] will always hold its original $50 value but very little if anything is $50. I was told that in two weeks the website would be updated and I could use my grouping online.Desired Settlement: I would like my [redacted] valued at the full original $100 value. It is the fault of Cache for not updating and checking their online system before selling groupon's. I was told by two different Cache employee's that it was an error on their part and that I am not the only customer losing out because of it. Like I said before there are very few items (if at all) for $50. This would mean I would have to spend even more money to use my original value. I feel like this was a scam.

Business

Response:

We are sorry to hear that [redacted] was not satisfied with her experience in attempting to redeem her $100 Groupon online.

We have completed our research into the referenced issue, and would be happy to reimburse [redacted] for the full $100 original value of the Groupon in the form of a Caché gift card. As a token of our appreciation for her feedback and our regret for her experience, we would also like to add a bonus value to the gift card

We have reached out [redacted] via the phone number and email address provided in the complaint in order to confirm this resolution, and are currently awaiting her response.

Review: Good Evening,The store Cache has closed down, and I was completely unaware of the closing till I was notified today from a family member. Our local stores in [redacted] and [redacted] have closed, the only one still open is about 2 hours away from me in [redacted]. I called that store in [redacted] today to see if I can redeem my gift cards, and found that gift cards were only valid until April [redacted]. My family and I have a lot of gift cards for the store that we have yet to use, and all of that is a complete waste of money if we cannot redeem them, even at opened stores. I've looked online as well, however, the store no longer allows online purchases either.I have tried to reach out to the company through their website, as well as calling them, but I have not been able to reach anyone, nor get a response to my emails on what to do with my gift cards. I've found on their [redacted] site- [redacted] , that others are having similar issues with gift cards as well.I greatly appreciate your help in this matter!Thanks,[redacted]Desired Settlement: If possible, my family and I would like a full refund of our gift cards. We can provide all of the gift card numbers for the store to pull up to check on values.

Business

Response:

Cache Customer Service[redacted]April **, 2015RE: Complaint ID #[redacted]Dear [redacted],We have received and reviewed this complaint as forwarded on April [redacted] 2015.While we regret to hear of customer [redacted]’s dissatisfaction regarding the inability to redeem her gift cards, we do confirm that Caché is no longer able to accept Caché gift cards or store credits as of April [redacted] 2015. This in accordance with liquidation proceedings filed on March [redacted] 2015 in the District of [redacted] United States Bankruptcy Court. As a result, no exceptions can be made to allow the redemption of outstanding Caché gift cards or store credits after April [redacted] 2015.We must also advise that Caché gift cards and store credits are non-refundable, and cannot be redeemed for cash, check or credit. We truly do regret this inconvenience to our customers.If you require any further information, or if there is any other way in which we can be of assistance, please don’t hesitate to let us know.Kind Regards,[redacted], Customer Service & Call Center Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

With several similar customer complaints, I'm not sure how it would be acceptable or legal for Cache to hold onto customer money and not allow for refunds of giftcards previously purchased. Between myself and my family, we have hundreds on our gift cards that we need to be refunded to us if we cannot redeem them at the store.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

Cache Customer Service[redacted]April **, 2015RE: Complaint ID #[redacted]Dear [redacted],We have received and reviewed customer [redacted]’s response as forwarded on April [redacted] 2015.We do regret to advise that, as Caché is no longer able to accept gift cards or store credits in accordance with the ruling of the District of [redacted] U.S. Bankruptcy Court, and as gift cards and store credits are non-refundable and non-redeemable for cash, check or credit, there are unfortunately no alternate solutions available at this time. We truly do apologize for the inconvenience, and for the customer’s disappointment.If you require any further information, or if there is any other way in which we can be of assistance, please don’t hesitate to let us know.Kind Regards,[redacted], Customer Service & Call Center Operations

Review: I ordered an evening gown & a top online at Cache Inc. website and the order #[redacted] was shipped to me on 11/**/2014. Both the gown and the top were too big for me so I went to a Cache store at the [redacted] in [redacted] to return them on 11/**/2014. The sales persons told me they do not accept returns without any tags or labels attaching to the outside of the garments and I told them that I returned the garments exactly as I received them. The clothes were shipped to me with all labels attached inside of them but they refused to accept the return. I believe Cache is engaged in a dishonest business practice that they ship online orders without attaching any labels or tags outside of garments and use that reason to refuse returns. I have purchased online with many merchants and I have never encountered anything like this. I am a Cache credit card holder and this dishonest businesss practice really scares me.Desired Settlement: I am sending the garments back to Cache's warehouse and I demand that they give me the full refund.

Business

Response:

Cache Customer Service###-###-#### December*, 2014 RE: Complaint ID #[redacted] Dear [redacted], We have received and reviewed this complaint as forwarded on December*, 2014. We are certainly sorry to hear that the customer’s return was not completed by our[redacted] location for reasons not consistent with our return policy, whichstipulates that as long as the item is unworn and unwashed with all originaltags attached, we are happy to accept returns with valid proof of purchase. In accordance with our policy, we can certainly process the customer’s refund uponreceipt of the merchandise at our returns processing facility. We would also behappy to credit any shipping charges which she incurred in sending themerchandise to us. We have left a voice mail message with the customer providing a direct line to a contact at ourcorporate office in the event that she would like to further discuss the matterdirectly with us. If you require any further information, or if there is any other way in which wecan be of assistance, please don’t hesitate to let us know. Kind Regards, [redacted], Customer Service & Call Center Operations

Review: I ordered a dress that was delivered in May from Cache.com. I returned the dress in May. It was the only item in the shipment, and it came with a return shipping label and return instructions, which I used to return the item. The item was redelivered to my house yesterday (8/*) with a handwritten note inside of the box saying that the dress was a final sale item. I have the original order. This was not a final sale Item. I contacted Customer Service, they couldn't even find my order, because they recently "changed systems and have problems". Their system issues created this mess, and after 3 months, they expect me to take a dress back that I returned in an appropriate time frame and it was not a final sale.Desired Settlement: I expect Cache to refund the $200+ that was charged to my credit card and take the dress back.

Consumer

Response:

At this time, I have not been contacted by Cache Inc. regarding complaint ID [redacted].

Sincerely,

Review: I live in [redacted], on late January I got a gift card for $200 stating that is only redeemable in stores and that is does NOT have an expiration date. Within days all the stores in [redacted] were closed down.Now their website indicates that cards were valid until April [redacted] 2015.This statement breaks the rules and agreement stated in the back of the card, at the moment of the purchase. Their HQ address and phone # is: CACHE [redacted]phone #: ###-###-#### Another phone # to contact them is: ###-###-####Desired Settlement: To Allow me to use my gift card in another store that is still open, anywhere in the US. That would be the fair action and wouldn't be breaking any agreement they did when they sold the card.Thank you for your help

Business

Response:

Cache Customer Service[redacted] April *, 2015 RE: Complaint ID #[redacted] Dear [redacted], We have received and reviewed this complaint as forwarded on April [redacted] 2015. While we regret to hear of customer [redacted]’ dissatisfaction in regards to the inability to redeem hergift card [redacted], Caché is no longer able to accept Caché gift cards or store credits as of April [redacted] 2015. This in accordance with liquidation proceedings filed on March [redacted] 2015 in the District of [redacted] United States Bankruptcy Court. As a result, we regretto advise that no exceptions can be made to allow the redemption of outstanding Caché gift cards or store credits after April [redacted] 2015. If you require any further information, or if there is any other way in which we can be of assistance, please don’t hesitate to let us know. Kind Regards, [redacted],Customer Service & Call Center Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[This is a very unfair response, as there were no terms regarding expiration date indicated on the card, or any procedure regarding bankruptcy. I consider they need to provide an alternate solution. The card was purchased at the end on January and at that time, they probably knew they were going on bankruptcy, however, they didn't mention anything about that at the time of the purchase. I would very much appreciate they provide a fair solution, considering this gift card is $200 a high amount of money.

Thank you again ]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]

Business

Response:

Cache Customer Service[redacted]April *, 2015RE: Complaint ID #[redacted]Dear [redacted],We have received and reviewed customer [redacted]’ response as forwarded on April [redacted] 2015.We do regret to advise that, as Caché is no longer able to accept gift cards or store credits in accordance with the ruling of the District of [redacted] U.S. Bankruptcy Court, and as gift cards and store credits are non-refundable and non-redeemable for cash, check or credit, there are unfortunately no alternate solutions available at this time. We truly do apologize for the inconvenience, and for the customer’s disappointment.If you require any further information, or if there is any other way in which we can be of assistance, please don’t hesitate to let us know.Kind Regards,[redacted], Customer Service & Call Center Operations

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[I consider unfair and illegal that terms on the card were changed, and that there was no information regarding their ongoing bankruptcy at the time if the purchase of the card, at the end of January.

I would consider fair from Cache to extend the time to use the card or, an alternate solution. I have always been a good client and love their clothing, so I expect a better treatment from them, or at least that they don't act like they are stealing my money.

Thank you very much and I hope to have good news from them.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.Sincerely,[redacted]