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Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Dear Ms [redacted] We received Ms [redacted] 's complaint on December 24th, regarding our holiday shipping deadlineIn her complaint, Ms [redacted] states that she feels ModCloth scammed her into purchasing and that her order would not arrive in timeMs [redacted] contacted Customer Care on December 23rd to inquire about the estimated date of arrival for her packageOne of our Care advocates did explain that FedEx and USPS were experiencing delays which could impact her order Ms [redacted] is correct that our posted shipping deadlines stated that FedEx Savvy Saver would delivery by the 24th if the order was received by the 16thMs [redacted] 's order shipped out on the same day that the order was placed, December 16th, 2015, and according to the FedEx tracking information, was delivered to her on December 24th, This is within the stated shipping deadline and within what was promised by ModClothIt should be noted that FedEx and USPS experienced general shipping delays that were separate of ModCloth and outside of our controlThese delays did impact Ms [redacted] 's package but the order was still delivered on time I understand that this experience caused Ms [redacted] frustration however we are unable to cancel her order now that it has shipped and been receivedIt is never the intention of ModCloth to cause customers any kind of frustration or to make customers feel as though they are being misled with our advertisingWe do try our best to make sure the information provided is accurate however we are occasionally at the mercy of our third party shipping partners We would love to maintain a positive relationship with Ms [redacted] and hope that this information does helpPlease let me know if there are any additional questions or information required [redacted] Customer Care Shift Manager [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/10/10) */ Dear Mrs [redacted] , We have received the complaint filed by Ms [redacted] on October 6th, In her complaint, Ms[redacted] expressed her frustration with the refund she received for order #XXXXXXXX Order #XXXXXXXX was placed on September 7th, in the amount of $ Ms [redacted] elected to use the store credit that was available in her account to cover $of this purchase The remaining $was covered by Ms [redacted] 's VISA ending in Ms [redacted] returned the Abiding Beauty Dress in Olive from this order It was processed by our returns team on October 6th, The refund from this return was processed using the same method in which it was paid for, as we state on our website The following outlines the exact breakdown of the refund in question: XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $reference code krn9ynm XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $into customer's store credit XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $into customer's store credit XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Includes $Return Shipping Fee The sum of the amounts listed above equal the total price Ms [redacted] paid for the returned dress, $ On October 6th, 2015, Ms [redacted] reached out via phone about her refund At that time we went over our return policy which states, "We are unable to switch refunds to a new or different payment method other than what was originally used on your order." This information is listed on our site under "Returns & Exchanges" We have included a screenshot of this information for reference The link to this information on the site is: http://www.modcloth.com/help/returns_exchanges At the time of this call, we refunded Ms [redacted] in the amount of $for the return shipping fee that was collected per our terms and conditions This amount was added to Ms [redacted] 's account as store credit At this time, we are unable to refund Ms [redacted] for the order in question to any form of payment other than that which she used to place said order We hope that this breakdown has cleared up any confusion with regards to this situation Should Ms [redacted] have any additional questions regarding future orders, she is more than welcome to contact our Customer Care Team We are always happy to offer additional explanations of the terms and conditions that are made available on our website Best, [redacted] , Customer Care Shift Lead, ModCloth

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Dear Mrs [redacted] , We have received the complaint from Ms [redacted] that was issued October 15th, 2015, regarding the total amount that she was refunded for ModCloth orders XXXXXXXX and XXXXXXXX Ms [redacted] reached out to Customer Care via phone on October 6th, 2015, and spoke with one of our advocates regarding the tax refund that was missing from these returns At that time, we filed manual refund requests totaling $and $ These amounts reflect the total taxes applied to the refunds in question These refunds were processed, and Ms [redacted] should see the funds available in the accounts that she used to make her initial purchases At the time of Ms [redacted] 's phone call, this was a newly discovered issue, and the advocates were not fully aware of the bug We apologize if the tone of that phone call did not reflect the severity of the situation Contrary to Ms [redacted] 's belief, not all orders that were placed in September were affected by this bug We take this issue very seriously, and have worked diligently with our bugs and accounting teams to locate every order that was impactedWe value our customers, and their trust in our company We want Ms [redacted] to know that all customers affected by this system error will be taken care of As an apology for the trouble Ms [redacted] experienced with these orders, we have sent her a 25% off coupon code to use on a future order We hope that she will accept our apology, and consider shopping with ModCloth again in the future Should Ms [redacted] have any additional questions, she is more than welcome to contact our Customer Care Team Best, [redacted] ***, Customer Care Shift Lead, ModCloth Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Firstly, the statement here is false: "Contrary to Ms_____'s belief, not all orders that were placed in September were affected by this bug." I never stated as suchI only relayed what a customer service agent stated to me, which was that some orders from Sept experienced the glitch but they were unable to identify which onesWhen pocketing tax on a refund is involved, a professional apology is in order, rather than a very late response to an email sent by the customer to customer serviceThat's not a formal apologyIn addition, after all the time, energy, distress, anxiety, and (theft) that was caused here, a 25% off coupon is also not an appropriate responseI would like to ask for a formal apology and for a minimum of a $gift cardNothing short of that is satisfactory in this case Final Business Response / [redacted] (4000, 9, 2015/11/03) */ Dear Mrs [redacted] , We have received the response from Ms[redacted] indicating that she would prefer a more formal apology for the aforementioned situation regarding her refund from ModCloth orders XXXXXXXX and XXXXXXXX At this point, Ms [redacted] has received her refund, in addition to a 25% off coupon code to use on a future order Because Ms [redacted] filed a complaint with the Revdex.com, in addition to her email to our Customer Care department, she was sent responsesWe sincerely apologize if the response that she received from our Customer Care Department was not as formal as the response that she received here While we are not able to issue a $Gift Card to Ms [redacted] , we hope that she will accept our formal apology through your services, in addition to the 25% off coupon that was sent to her in good faith Best, [redacted] ***, Customer Care Shift Lead, ModCloth

This letter is in response to customer complaint # [redacted] , which we received from Ms [redacted] ? We apologize that she was disappointed with the garment she received and for the frustration she has experienced as a result? To date, we have fully refunded Ms [redacted] for her purchase ($63.99), including her original shipping fee as a courtesy ($+ $(shipping)? $63.99)? We have also issued her a merchandise credit in the amount of $which is the equivalent of the fees paid to return the garment back to us? The refund of her original shipping fee, as well as the additional $is outside of our policy and was done as a one time courtesy to help remedy the situation.Our payment processor will only allow for us to issue a refund less than or equal to the amount paid on any one transaction, therefore we are unable to issue her any additional refund beyond the original amount paid for her order? I understand that Ms [redacted] would prefer her return shipping fee ($18.02) refunded to her payment method, but that is simply a system limitation we can not bypass.If there is anything else we can do given our system limitation, please feel free to have Ms [redacted] advise.Best Regards, [redacted] Director, Customer Care [redacted] Tell us why here

[redacted] , ? ? ? ? ? ? ? ? ? ? ? We have received the complaint filed by [redacted] (# [redacted] ).? We apologize for any confusion that she may have experienced on her most recent order regarding her international shipping options.? While our site does state that we offer free shipping via USPS Priority Mail International for orders over $150, it appears that [redacted] chose our USPS First-Class Mail International method which comes with a $fee associated with it.? [redacted] contacted us on 6/30/regarding the confusion over her shipping fee and as a courtesy we refunded the $that was assessed on her order.? These funds were applied back to her [redacted] on file ? Our International shipping information can be found here ( [redacted] ) and information regarding international returns can be found here ( [redacted] -) ? ? ? ? ? ? ? ? ? ? ? ? Unfortunately, we are unable to offer free returns to our international customers at this time, but we appreciate [redacted] ’s feedback on the issue.? She also has our apology for any confusion our return email may have caused.? ? At this time, we have refunded [redacted] for her shipping fees ($11.99) and would consider this issue resolved.? If there is anything else we can do for her, we’d ask that she email into [redacted] ? and we will work to help in any way we can ? Best Regards,?

Complaint: [redacted] I am rejecting this response because: In the past I have been able to use my Unidays code when the item I purchased was automatically discounted in the cart by ModClothI have attached a screen shot of an order where I have used the Unidays coupons on items automatically discounted when placed in the cart. I do not want to shop with this company anymore and I would like to have a refund, not a store credit. Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI am still disappointed I was promised a refund of the $and it was never followed through this and resulted in this long string of resolutionIn the future please train your staff better to avoid situations like thisI still have a very sour taste in my mouth.? Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2015/08/14) */
Dear Ms***,
We have received the complaint filed by Ms*** *** on August 10th, In this complaint, Ms*** expresses her frustration with the processing time for her order and that her card was charged immediately
for an order that did not ship as she expectedMs*** contacted Customer Care at ModCloth twice about her orderDuring the first conversation, which took place on July 30th, 2015, Ms*** asked for her order to be cancelledShe was told that this was not possible due to a system limitation and that we could attempt to upgrade the shipped at no costA request was filed with a shipping specialist in our fulfillment center to upgrade the shipping methodThis upgrade was successful and the shipping on her package was upgraded from the free Savvy Saver shipping to the $ASAP method at no additional cost to Ms***It should be noted that while the shipping method was upgrade, this did not impact processing time as the order was originally placed with the basic shipping methodThe original Savvy Saver shipping Ms*** chose does have processing time which is determined by volume of orders and no specific processing time is stated for Savvy Saver shipmentsUpgrading the order to the ASAP shipping method only ensured that once the package left our fulfillment center, it would arrive in 1-business days
Ms*** contacted us again on August 3rd, 2015, to check on the status of her shipment and to advise that she would not be able to receive the package at her address past August 6th, The advocate she spoke with offered to file a change of address request with the shipping specialist only if the package would not arrive by August 6thMs***'s package shipped out shortly after that conversation and arrived to her on August 4th,
Ms*** left multiple posts on the ModCloth Facebook page expressing her frustration with ModCloth and commented on other customers' posts, as wellAs result, one of our Customer Care Social Specialists followed up with Ms*** on August 3rd, 2015, prior to her order shipping, to explain the delay and the pending authorization on her accountIn her complaint, Ms*** states that ModCloth captured funds prior to her order shippingModCloth only authorizes funds when an order is placed and doesn't fully capture them until the order ships from our fulfillment centerMs*** was not charged for her order until it was fulfilled and shipped
In her complaint, Ms*** is asking for the cancellation and refund of her order, however, her order shipped from ModCloth on August 3rd, and has already been delivered to herAt this time, we are unable to offer a cancellation and refund of this orderMs*** is welcome to return the order to ModCloth for a full refund as long as the order is received within days of the date of shipmentIf Ms*** needs longer for the return or would like to discuss this further, she is welcome to write in to ***@ModCloth.com and write ATTN *** in the subject lineI am happy to personally help
I do want to state that ModCloth recently went through a fulfillment center shipping system update in which the shipping department shut down operations on July 27th for a day to install updated softwareThis shutdown did cause general shipment delaysMs***'s order was placed on July 26th, one day before the fulfillment center shut down and as result was impacted by the general delaysWe did message the processing delays but this was after Ms***'s order was placed and I absolutely apologize for any frustration the delays caused her It was an oversight on ModCloth's part that the potential shipping delays were not posted soonerI am very sorry that Ms***'s order was delayed as result and that her experience with ModCloth was not better
Please let me know if there are any further questions or concerns
*** ***
Customer Care Shift Manager
***

Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Ms***
We have received the complaint filed by *** *** on October 26th, In this complaint, Ms*** expresses her disappointment with ModCloth and our gift certificate process procedureAs it states in our
frequently asked question section of the gift certificates page:
"For your safety and security, certificates purchased in larger amounts require review and approval by our Customer Care teamThis may create a small delay - usually under hours, excluding weekends - between the time you purchase the certificate and the time it's sent or available for print out, but we promise we'll be quick like a bunny!"
We have attached a screen shot of the FAQ page located at: http://www.modcloth.com/help/gift_certificate_faq and we have outlined the paragraph in blue where that information was statedMs*** purchased her gift certificate on Saturday, October 24th, 2015, order # XXXXXXXXSince her gift certificate was such a high amount, the hold period appliedOn October 29th, Ms*** also sent an email with the FAQ section attachedI have attached a copy of that emailThat attachment states all the above information that explains the hold In no way did we mean to deceive or cause any frustration with Ms***Because of the processing periods for high amount gift certificates, we were not able to deliver the official gift certificates until the proper people could approve itOn October 25th Ms*** called in and spoke to one of our assistant leads, Adam SMs*** expressed her frustration with the gift certificate process and how she had nothing to give her daughter Adam Soffered to send a copy of the gift certificate to Ms*** with the certificate code included so that she could have something to physically give her daughter, and after that certificate was approved she would be able to use that code Adam also offered Ms*** a coupon for 10% off and free express shipping (valued at $14) as an expression of good faith in our willingness to appease the situation
I sincerely apologize for the frustration and disappointment this has caused Ms***At this time, we have tried our best to help Ms*** and to come to a solution that is best for her and within our policies and proceduresPlease let me know if any additional information is needed regarding this matter, or if there are any questions
Best,
***
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The resolution I've requested is as follows:
The website should be changed to reflect the reality of the gift card timing and dollar amounts that trigger delays
Once that is in place, I would call this closed
Final Business Response /* (4000, 9, 2015/11/19) */
Dear Ms***,
We have received the most recent response from Ms *** from 11/13/ We assert once again that the website is accurately reflective of our gift card policy, and that policy is in place to protect our customers We sincerely apologize for the delay and frustration this policy caused Ms ***, however we will be unable to make any changes to the site or posted policy
Since it is at our discretion to alter the policy and/or threshold at which gift certificates require approval, we will not be able to post that information online These decisions are not made lightly, and always have the best interest of our customer at their epicenter
Ms *** also has our apologies that I, or an authorized member of our team was not present in office on the weekend her order was placed, and she experienced the processing delay she did We strive to have daily coverage, however this is occasionally an impossibility
Best Regards,
*** ***
Senior Manager, Customer Care
ModCloth

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear Ms***,
We received the complaint filed by Ms*** *** on October 16th, In her complaint, Ms*** explains that she would like the $she has in store credit issued back to her original payment method due
to multiple issues with ModCloth
Ms*** initially contacted ModCloth on October 10th, 2015, to express her frustration with the shipping method she chose, ASAPAs posted on the Shipping Information page, ASAP shipping is our fastest method and ships same day if ordered before 10am EST or next day if ordered after 10am ESTThis method has a 1-business day delivery time once it shipsMs*** placed her order on Thursday October 8th after 10am and the order shipped on October 9thPer the information provided on the site (http://www.modcloth.com/help/shipping_information), FedEx ASAP shipping does not deliver on weekends and only delivers on business daysBecause Ms***'s order shipped on a Friday, it was not delivered until the following business day which was Monday October 12th
Per Ms***'s complaint, she is upset that the ASAP shipping does not deliver on weekendsAs with many companies, ModCloth has strict contracts with our shipping partners and have chosen the methods that combine the best value for the customer and the best shipping times we can offerWhile it is possible for FedEx Overnight to deliver on weekends, our ASAP method cannot per our contract with FedExWe do advise of this on the shipping information page quoted above
Ms*** also states her frustration with our company's inability to reverse the store credit in her accountWhile we do understand that Ms*** no longer wishes to shop with us, it is not possible for store credit to be removed from an account once it has been used at least onceIt is listed on our Returns Information page (http://www.modcloth.com/help/returns_exchanges) that store credit is not redeemable for cashI have attached a screen grab of this information as wellMs*** requested store credit on a previous order and then chose to use it to make a subsequent purchaseSadly, it is not just a policy but actually a system limitation and is not one that anyone can overrideI understand the frustration that this can cause our customers and as a company, we are looking into ways of improving the system
In an effort to maintain a positive relationship with Ms***, I am happy to offer her a discount on her next purchase that will help her make the most of her store creditSince the credit cannot be removed from her account, I hope Ms*** will find the discount helps her use the credit either on herself or as a giftTo obtain the discount, Ms*** is welcome to send an email to ***@modcloth.com and include ATTN *** in the subject lineI will personally address this with her
If there are any additional questions or concerns, please let me know
***
Customer Care Shift Manager
***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Because I was not sure what was going to happen I have used that store credit to purchase items, however I still want to proceed with my complaint because I have yet to be satisfied with their products, and If the items I have ordered I'm not happy with I want my money backI should in no way have to keep a store credit

Initial Business Response /* (1000, 5, 2015/12/10) */
Dear Ms***
We have received the complaint filed by Ms*** *** on December 7th, In her complaint, Ms*** requests that the store credit of $from order #XXXXXXXX be refunded to her original payment methodMs***
has previously called and spoken with myself, as well as the Senior Manager of Customer Care and was told in both conversations that we have no record of this promise and that due to prior courtesies and system limitations, we cannot offer a removal of the store credit in her account
Ms*** originally reached out to Customer Care at ModCloth on July 21st to advise us that she purchased order #XXXXXXXX on her mother's card and that she will not use the store creditAt that point, no return had been madeMs*** called in again on October 1st letting us know that a previous advocate advised her that she would be able to return this order for a refund as long as it was received within days of another order, #XXXXXXXXWhile we had no note of this previous interaction, the advocate with which Ms*** spoke allowed for an extension until October 12thThe return was processed on November 9th, days past the original shipment dateAs stated in the returns policy posted on the website (http://www.modcloth.com/help/returns_exchanges), we are able to accept returns for a refund within days of the date of shipment and can accept returns for store credit within days of the date of shipmentWe are unable to accept returns back after days for either a refund or store creditIn Ms***'s case, we issued her store credit as a courtesy because we had previously offered an extension for a refund that was not met
Once store credit has been issued, we cannot reverse it to a refundUnder special circumstances, we can work with our engineers to have the customer's account altered so that the credit is no longer present however this is an extreme courtesy due to the complicated nature of the requestOn July 23rd 2015, we extended this courtesy to Ms*** on order #XXXXXXXXIt was made clear to Ms*** when this was offered that it was an extreme one time courtesy and not something we would be able to offer againAs result of this, we are unable to offer Ms*** the option of removing the store creditAdditionally, we do state on the returns information page that store credit is not redeemable for a refundI have attached an image of this verbiage
Due to our policies, system limitations and previous courtesies extended to Ms***, we are unable to offer a refundAs stated, Ms*** has been in contact with myself and our Senior Customer Care Manager, ***, and this information has been provided to herHowever, in an effort to maintain a positive relationship with Ms***, I am happy to offer a coupon that would allow her to make the best use of the credit that has been issuedIf Ms*** accepts this offer, I will reach out directly to provide the codePlease contact me with any questions
Best,
***
Customer Care Shift Manager
***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very disappointed in Modcloth's handling of this situationWhile I understand your position in wanting me to offer a MIDDLE GROUND in order for you to pursue this further, I don't believe that is a fair optionI am on a very limited budget, and this charge will come from my funds (My mom paid for the purchase of the dress but cannot cover the cost of two dresses, and I have no need for store credit from Modcloth as I do not intend to do business with them again.) However, if I must propose a compromise, I would reluctantly agree to letting them reduce the refund by 10%, not because I think it is a good solution, but it is better for me to lose 10% than the entire purchase priceI acted in good faith throughout my dealings with Modcloth
I appreciate that Modcloth has policies on returns, and I was aware of those policies prior to making the purchase on October 1stThis is the very reason I made the phone call to Modcloth prior to placing the order
My mother, on whose credit card the payment was made, instructed me to make sure I could get a refund for the dress I had (size 12) before re-orderingBecause I knew this was outside of Modcloth's return policy, I called to discuss the potential purchase with a Customer Service Representative prior to reordering I told her exactly what the problem was, and what my intentions were: The size was a little snug, and I wanted to have the option of wearing the or a size on the day of my sister's wedding, which was October 23rdI was Maid of Honor in the wedding and I wanted to look my best, so I believed that having this choice on the day of the wedding was optimal if I had that optionIf I had not been given the assurance that I could return either dress, I would have kept the size and worn itHowever, the CSR assured me that I would have days to return the orderI assumed (as I believe any reasonable person would have assumed) that this meant I had days from the date I received the dress to put it in the mail)Since the wedding was not until October 23rd, it would have been of no help to order the dress if I had to return one by October 12th as Modcloth claims I was toldLogically, this makes no sense
While it is true that Modcloth did extend a courtesy credit to me on July 23rd, on order #XXXXXXXX, it was NOT made clear to me when this was offered that it was "an extreme one time courtesy and not something we would be able to offer again." In fact, it was because they were understanding of my situation at that time and willing to work with me that I felt comfortable in making the second request, and why I trusted the CSR when she assured me that I could return either dress for a refundAnd since Modcloth does not record their phone conversations as a large number of companies do, it is simply my word against theirs
Regardless, I did not ask for a courtesy credit, I requested approval in advance of reordering, and it was based on this approval that I placed the order
Modcloth states that the return was received on November 9thI ordered the dress on or around October 1st (this is the date the charge appears on my mom's credit card, so I'm sure it wasn't shipped by Modcloth before the payment was received)Based on the statements made by Modcloth, they would have to have received one of the dresses by October 12th in order to consider making the refundThis is only days (or less) after the dress was shippedHowever, I put the dress in the mail on Monday, October 26th, (three days after the October 23rd wedding) and they claim that they did not receive it until November 9th, which is days after I shipped itIf shipment takes days, I would not even have received the dress by the October 12th date on which they claim they told me the dress had to be returned
Following are a few of the quotes I found in a simple Google search of customer complaints against ModclothI think these make it clear that it is not unusual to experience this type of problem with this companyI only wish I had done this before I dealt with this company:
"Very poor customer serviceStay away from themI ordered an item $+ $shippingThe item arrived, however, I was not pleased at all because the material looks so cheap, I would not even bother to wear itI asked for a return, they would not allow me, according to them the item I bought clearly stated that it cannot be returned or exchangeIt was the first time I heard of such policyAnywhere I buy whether the item is on sale or not it can always be returnedAs the saying goes "Customer is always right"."
"Anytime I have sent an item for a return, they've found a reason to give me store credit instead of refunding my purchase, even if the items were completely unworn and still had tagsI sent some clothes back a couple of weeks ago and have heard nothing from them re: receiving my returnI'm sure they'll wait to email me once the day refund period is up (like they did last time even though I mailed my return the same week I received the item) so they have the excuse of only issuing store credit again."
"I ordered a coat from ModCloth and it did not fit, so I exchanged it and requested the correct sizeHowever, I was never notified that I may not receive the size I neededThe coat arrived at ModCloth (I never received a notification they received it) and I had to contact them to find out if the coat was receivedI then found out that they didn't even know what size I needed for the exchange and to top it off, they didn't have the size in stock! Even though I marked that down on the exchange form
Completely unacceptableCustomer service is a joke and did nothing to resolve the problem or even make their customer happyRidiculousI will not be shopping with them again."
Final Business Response /* (4000, 9, 2015/12/29) */
Dear Ms***,
We have received Ms*** ***'s rebuttal on December 22nd, In her rebuttal, Ms*** requests a 90% refund back to her original payment method in place of store credit that was issued to her accountIn her rebuttal, Ms*** does state that she was aware of our policies prior to placing an order but felt comfortable asking for an additional courtesy with her second orderWe are always happy to help the best we can however we do offer courtesies on a one time only basis and this was explained to Ms*** during that conversation
Unfortunately, we are unable to offer Ms*** a refund in any amount back to her original payment method due to the previous courtesy and our own system limitationWhile I understand Ms*** has no interested in shopping with us in the future, I am happy to offer her a coupon to help her make the best use of her credit before she moves on from ModCloth whether she chooses to use it for herself or for purchasing items for friends and familyWe would love to continue to have a relationship with Ms*** but understand if she would prefer to part waysIf Ms*** accepts this resolution, I will reach out directly to provide the codePlease contact me with any questions
***
Customer Care Shift Manager
ModCloth
***
Final Consumer Response /* (4200, 11, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Modcloth's contention is that I was told during the October 1st phone call that "we do offer courtesies on a one time only basis and this was explained to Ms*** during that conversation." Modcloth has stated to me that they do not record telephone conversations, so it is my word against mineHowever, since the purpose of my call was to determine if I could return either one of the two dresses (whichever one I did not wear) after the wedding, it makes no logical sense to a reasonable person that I would have proceeded with that order if they had in fact explained that to meAlso, Modcloth refers to their own "system limitations" in denying the requestHowever, they did admit on the phone that it would be difficult, but not impossible, to issue a refund, but they were unwilling to do soThe fact that they have issued the store credit, which they say is a courtesy since it was outside their stated return window, should serve as proof that they can make whatever exceptions they choose to make

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Ms***,
We have received the complaint filed by Ms*** *** on August 4th, In the complaint, Ms*** explains that she placed an order on July 25th and that as of July 30th, had yet to receive concrete
information regarding the status of shipmentMs*** contacted Customer Care at ModCloth on July 29th and 30thIn these conversations, Ms*** was notified of shipping delays that were result of the implementation of a new shipping system in the ModCloth Fulfillment Center on Tuesday July 28thThe delays were unexpected which is why there was no prior notice posted on the ModCloth site and instead was posted once we recognized the issues within our updated systemAs Ms*** stated in her complaint, we are unable to cancel orders past minutes from the time the order was placed and as result, were unable to accommodate her request
We entirely understand the frustration that these unexpected delays caused for our customer and did our best to provide information that was accurate while we continued to work through issuesMs*** was not provided with a concrete shipping date as we were unable to offer one that was accurate and refrained from offering a date in the name of transparency since we were not confident we could hold to itWhile we understand that it was frustrating to our customer, Ms*** included, the decision not to attempt to provide specific shipping dates was done to prevent any further upset if we were unable to hold to the dates for any reason and instead, Customer Care at ModCloth made the attempt to be as transparent as possible by informing customers of delays and the immediate uncertainty of shipment times
It should be noted that Ms*** ordered using the Savvy Saver shipping method which is our standard, economy methodAs stated on the site under the Shipping Information page, there is processing time associated with Savvy Saver shipping and this processing time can vary depending on volume of orders and time of yearIncluded below is the passage *** states the information regarding this shipping method:
FREE-to-$Savvy Saver: Delivered by USPS, in partnership with FedExAfter your order is processed, transit time typically to business days, with delivery Monday-SaturdayFREE for orders over $50, or a $flat rate for orders under $If your order qualifies, this option will automatically show up in the checkout process
We do not state any specific time for processing but always do our best to get orders shipped in a timely mannerMs***'s order shipped from ModCloth on July 31st and was received on August 3rdAt this time, Ms*** has not indicated that she wishes to return the order but should she choose to do so, we are happy to offer a full refund for the returned itemsMs*** indicated that these items were for a wedding she was planning to attend in September and as far as the information we have been provided, they did arrive in time
We sincerely apologize for the inconvenience and frustration that these caused not only Ms*** but all of our customers and are happy to help make this rightIt is not our intention to provide misleading or incorrect information and provided only the most accurate and relevant information as we received it from other departments within ModClothAs an added apology for the delays and in an effort to maintain a good relationship with Ms***, we would like to offer her a gift certificate in the amount of $to be used towards a future order should she choose to shop with us againShould Ms*** decide to accept this offer, she can email Customer Care at ModCloth at ***@ModCloth.com with ATTN *** in the subject lineI will personally resolve this matter from there
*** ***
Customer Care Shift Manager
ModCloth.com
***
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for respondingIt seems to me that the "transparency" ModCloth speaks to was put in place after reports like these were filedSo far as the "Savvy Saver" method for shipment is concerned, again nowhere at POS was the part where "after processing" is mentionedI am an actually "savvy" shopper online, and I have never ever ever dealt with such bad serviceI use Ground shipping frequently and have never had a problem; and when I am in a rush I gladly pay extra for expedited shippingFrom what I understand from other customer complaints, even if I had chosen to upgrade shipping to overnight etcthe delays still would have been an issue because the problem is with ModCloth, not the shipping agentsAt any rate what is done is done, but I certainly would not order from this company again and would not recommend anyone doing soA $incentive toward a future purchase is a joke
The CS reps I interacted with online were nice enough and clearly did their best to toe the party line, as it wereBut the bottom line is, I paid for items in good faith that I expected to have not just in my possession sooner but to at least be able to track the progress of themModCloth was disgraceful in this respectIf in fact the problems they encountered with their warehouse update were unexpected, the second they realized they were happening they should have suspended operationsAgain, at no time while waiting for my order did I see anything posted anywhere on their site that there might be delays in processing and thus shippingI would not have ordered from them if they had made that clearThat is the issue they seem to not be able to graspI understand not wanting to further the problems by promising me a date that they did not know they could deliver by, but the fact that they couldn't spoke volumesNot a business model I want my hard-earned money going to support
What is done is doneI have not yet decided if I am keeping the merchandise (because delayed or not, I ordered these items because I wanted/needed them and am not going to be bullied into returning themespecially when I have such low expectations of their service so as to not want the hassle of further dealings with this companyand the attempts to make it sound like I was partly to blame for choosing the "savvy shopper" methodGROUND shipping to most retailersare ludicrous) and again, a $voucher toward a future purchase is nonsenseFrankly a waiver of the purchase would have been far classier, but not good business for them, so no surprise
In summation, I would just like others to know what they might be dealing with if they choose to shop at ModClothI'd certainly never take the chance again given my treatmentIf this was a true anomaly, I am sorry for them, but I am sorrier for me and my experience and have no plans to give them my business in the future as a direct result of this experienceShoppers should be able to stand up for themselvesIt isn't my fault that ModCloth decided to do an upgrade and did not let their customers know that it may have caused issuesIt is their fault, and they should be held accountableThe attitude that they "did their best" is inexcusablethis isn't a mom-and-pop operation, a brick-and-mortar corner store where the unexpected happens and we can all roll with the punchesThis is an international company promising merch in a timely fashion to unsuspecting customers, taking our money and then not only be unable to fill the order in a timely fashion but unable to tell a customer when the order would be "processed." Online shoppers should buyer beware this business
Final Business Response /* (4000, 9, 2015/08/17) */
Dear Ms***,
We have received Ms*** ***'s rebuttal on August 14, In her rebuttal, she expresses her further frustration and disappointment with ModCloth, how her situation was resolved and our shipping methodsWe in no way intended to cause Ms*** such frustration and did not mean for our reply to her complaint to be anything other than informative and explanatoryWhile Ms*** calls out our status as a company, it should be known that ModCloth is still a considerably smaller company than many of our peersWe are learning and growing and as result, mistakes do happen but when they do, we want to rectify them as fast as we canI understand Ms***'s feedback that ModCloth should have notified customers of the delays sooner and this is feedback we will apply to any future updates
It was not my intention to make Ms*** feel bullied into returning her order and would love for her to feel comfortable keeping the itemsIn an effort to maintain a good relationship with Ms***, and as an added apology for this situation, I am processing a full refund for the amount paid on this orderI hope Ms*** will consider this a gift from ModClothI will follow up with Ms*** directly to confirm the refunded amount
At no point did we mean to cause this frustration and I hope that Ms*** will accept our sincerest apology along with her order at no costPlease let me know if there are any additional questions
*** ***
Customer Care Shift Manager
***
Final Consumer Response /* (2000, 11, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms***, thank you for your responseThis is the most transparent and helpful communication I have received so far in this situationI truly appreciate and will gladly accept your offer, and it makes me hopeful that ModCloth has learned from its mistakes here and going forward will be a better businessI am grateful to the Revdex.com in their help with facilitating this discussion as well, because as a consumer we have the right to address our legitimate grievancesI've never done this before and I hope I won't ever feel the need to do it again, but the process was easy and straightforwardAnd now, I do feel there is a positive resolution and that ModCloth is finally owning up to its mistakeI do hope that my bad experience is a lesson for the future so that others do not need to experience this stressThank you

Initial Business Response /* (1000, 5, 2015/10/10) */
Dear Mrs***,
We have received the complaint filed by Ms*** *** on October 6th, In her complaint, Ms.*** expressed her frustration with the refund she received for order #XXXXXXXX
Order #XXXXXXXX was placed on
September 7th, in the amount of $ Ms*** elected to use the store credit that was available in her account to cover $of this purchase The remaining $was covered by Ms***'s VISA ending in
Ms*** returned the Abiding Beauty Dress in Olive from this order It was processed by our returns team on October 6th, The refund from this return was processed using the same method in which it was paid for, as we state on our website The following outlines the exact breakdown of the refund in question:
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $reference code krn9ynm
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $into customer's store credit
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $into customer's store credit
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Includes $Return Shipping Fee
The sum of the amounts listed above equal the total price Ms*** paid for the returned dress, $
On October 6th, 2015, Ms*** reached out via phone about her refund At that time we went over our return policy which states, "We are unable to switch refunds to a new or different payment method other than what was originally used on your order." This information is listed on our site under "Returns & Exchanges" We have included a screenshot of this information for reference The link to this information on the site is: http://www.modcloth.com/help/returns_exchanges
At the time of this call, we refunded Ms*** in the amount of $for the return shipping fee that was collected per our terms and conditions This amount was added to Ms***'s account as store credit
At this time, we are unable to refund Ms*** for the order in question to any form of payment other than that which she used to place said order
We hope that this breakdown has cleared up any confusion with regards to this situation Should Ms*** have any additional questions regarding future orders, she is more than welcome to contact our Customer Care Team We are always happy to offer additional explanations of the terms and conditions that are made available on our website
Best,
***, Customer Care Shift Lead, ModCloth

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear Ms***
We received Ms*** ***'s complaint on December 24th, regarding our holiday shipping deadlineIn her complaint, Ms*** states that she feels ModCloth scammed her into purchasing and that her order
would not arrive in timeMs*** contacted Customer Care on December 23rd to inquire about the estimated date of arrival for her packageOne of our Care advocates did explain that FedEx and USPS were experiencing delays which could impact her order
Ms*** is correct that our posted shipping deadlines stated that FedEx Savvy Saver would delivery by the 24th if the order was received by the 16thMs***'s order shipped out on the same day that the order was placed, December 16th, 2015, and according to the FedEx tracking information, was delivered to her on December 24th, This is within the stated shipping deadline and within what was promised by ModClothIt should be noted that FedEx and USPS experienced general shipping delays that were separate of ModCloth and outside of our controlThese delays did impact Ms***'s package but the order was still delivered on time
I understand that this experience caused Ms*** frustration however we are unable to cancel her order now that it has shipped and been receivedIt is never the intention of ModCloth to cause customers any kind of frustration or to make customers feel as though they are being misled with our advertisingWe do try our best to make sure the information provided is accurate however we are occasionally at the mercy of our third party shipping partners
We would love to maintain a positive relationship with Ms*** and hope that this information does helpPlease let me know if there are any additional questions or information required
***
Customer Care Shift Manager
***

Dear *** ***,
We have received the complaint filed by Ms*** *** on September 9th, In her complaint, Ms*** expressed her frustration with the refund she received for order #***.
The original order, #***, was placed on October 8th, in the amount of
$96.74. This was a single item order for a Pretty on the Park Bench A-Line Dress in Dots - Size M. Ms*** elected to use the Store Credit that was available in her account to cover the cost of this order.
Ms*** exchanged the Pretty on the Park Bench A-Line Dress in Dots - Size M for a Size Small. Ms*** then returned the Pretty on the Park Bench A-Line Dress in Dots - Size Small, order #***. It was processed by our Returns Team on December 30th, 2015. The refund from this return was processed as Store Credit, the same method in which the order was originally paid for. We are unable to switch refunds to a new or different payment method other than what was originally used on an order.
We list this policy on our site:
You can reference this information on our site by following this link: ***
This policy is also outlined on our FAQ page:
You can reference this information on our site by following this link: ***
Ms*** reached out to our Customer Care Department on September 29th, 2016. During this conversation, Ms*** requested that we refund the $in Store Credit from the purchase made in (***/***) to an alternate method of payment. At that time we informed Ms*** that this was not something that we were able to do, and reiterated the aforementioned policy.
We hope that this information better explains the policy in question. We hope that Ms*** will consider shopping with us in the future. We are happy to offer up any additional explanations regarding policy and procedure at her request
Best,
*** ***, Customer Care Shift Lead, ModCloth

Initial Business Response /* (1000, 5, 2015/10/20) */
Dear Mrs***,
We have received the complaint from Ms*** *** that was issued October 15th, 2015, regarding the total amount that she was refunded for ModCloth orders XXXXXXXX and XXXXXXXX
Ms*** reached out to
Customer Care via phone on October 6th, 2015, and spoke with one of our advocates regarding the tax refund that was missing from these returns At that time, we filed manual refund requests totaling $and $ These amounts reflect the total taxes applied to the refunds in question These refunds were processed, and Ms*** should see the funds available in the accounts that she used to make her initial purchases
At the time of Ms***'s phone call, this was a newly discovered issue, and the advocates were not fully aware of the bug We apologize if the tone of that phone call did not reflect the severity of the situation Contrary to Ms***'s belief, not all orders that were placed in September were affected by this bug We take this issue very seriously, and have worked diligently with our bugs and accounting teams to locate every order that was impactedWe value our customers, and their trust in our company We want Ms*** to know that all customers affected by this system error will be taken care of
As an apology for the trouble Ms*** experienced with these orders, we have sent her a 25% off coupon code to use on a future order We hope that she will accept our apology, and consider shopping with ModCloth again in the future
Should Ms*** have any additional questions, she is more than welcome to contact our Customer Care Team
Best,
*** ***, Customer Care Shift Lead, ModCloth
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, the statement here is false: "Contrary to Ms_____'s belief, not all orders that were placed in September were affected by this bug." I never stated as suchI only relayed what a customer service agent stated to me, which was that some orders from Sept experienced the glitch but they were unable to identify which onesWhen pocketing tax on a refund is involved, a professional apology is in order, rather than a very late response to an email sent by the customer to customer serviceThat's not a formal apologyIn addition, after all the time, energy, distress, anxiety, and (theft) that was caused here, a 25% off coupon is also not an appropriate responseI would like to ask for a formal apology and for a minimum of a $gift cardNothing short of that is satisfactory in this case
Final Business Response /* (4000, 9, 2015/11/03) */
Dear Mrs***,
We have received the response from Ms.*** *** indicating that she would prefer a more formal apology for the aforementioned situation regarding her refund from ModCloth orders XXXXXXXX and XXXXXXXX
At this point, Ms*** has received her refund, in addition to a 25% off coupon code to use on a future order Because Ms*** filed a complaint with the Revdex.com, in addition to her email to our Customer Care department, she was sent responsesWe sincerely apologize if the response that she received from our Customer Care Department was not as formal as the response that she received here
While we are not able to issue a $Gift Card to Ms***, we hope that she will accept our formal apology through your services, in addition to the 25% off coupon that was sent to her in good faith
Best,
*** ***, Customer Care Shift Lead, ModCloth

Ms ***,
We have received Ms ***'s rejection to our response While I understand her frustration, this policy was customer facing at the time of her order and can be found today at *** *** *** We have been transparent with our customers in regard to switching tenders and our limitations
Additionally, due to the age of the order we do not have access to the financial transaction from her original payment to issue a refund against. Simply put, our 3rd party payment processor locks transactions after days so we would have no way by which to refund Ms ***
We welcome Ms *** to work with our team of product knowledge and styling experts to find something to her liking. If she’d like to set up time at her convenience to do so, please have her email *** *** ***, and I’d be happy to facilitate that
Best Regards,
*** ***
Senior Manager, Customer Care
Modcloth

This letter is in response to customer complaint #***, which we received from Ms***? We apologize that she was disappointed with the garment she received and for the frustration she has experienced as a result? To date, we have fully refunded Ms *** for her purchase
($63.99), including her original shipping fee as a courtesy ($+ $(shipping)? $63.99)? We have also issued her a merchandise credit in the amount of $which is the equivalent of the fees paid to return the garment back to us? The refund of her original shipping fee, as well as the additional $is outside of our policy and was done as a one time courtesy to help remedy the situation.Our payment processor will only allow for us to issue a refund less than or equal to the amount paid on any one transaction, therefore we are unable to issue her any additional refund beyond the original amount paid for her order? I understand that Ms *** would prefer her return shipping fee ($18.02) refunded to her payment method, but that is simply a system limitation we can not bypass.If there is anything else we can do given our system limitation, please feel free to have Ms *** advise.Best Regards, *** ***Director, Customer Care***Tell us why here

Ms***,
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? We have received the complaint from *** ***, #***.? We understand that *** *** attempted to cancel her order on 4/23/17, outside of the minutes we systemically have to make
and adjustments or cancel orders.? We apologize for being unable to assist, but this is simply a system limitation that we face
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? I do see that when *** *** placed her order on Saturday, 4/22/she selected our Express shipping method, which our site states “For orders placed before a.mEST, delivery is 2-business days, Monday-Friday.”? It would have been our expectation that her order shipped on Monday, April 24th, however an exception occurred in our processing system which held her order up.? Regrettably, the order did not ship until Friday 4/28/17.?
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? At this time we have refunded *** *** for her shipping charges, as well as the typical $fee for returns.? Once her package is received by our team, we will process the remaining refund for her order to her original payment method
? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Additionally, I would love to offer *** *** a code to redeem on any future order for free Overnight shipping.? If she would be interested in this, she will simply need to send an email to ***? ATTN: *** and I will gladly send it to her directly
?
Best Regards,
*** ***
Senior Manager | ModCloth

Complaint: ***I am rejecting this response because: Again, at the time of the purchase the policy did not state that there would be no refunds - the policy now reads that you will not receive cash but it did not when I originally bought the product? I have been looking at Mod Cloth to see if there's anything that catches my eye for over a year now and it hasn't? I'm very petite and the cloth do not fit correctly in the bust or are coming apart already? Mod Cloth has also changed their products - now it's mostly polyester clothing, which I do not buy - and they style is no longer what it use to be - there is not one dress left on my wish list - since they have been removed and Mod Cloth is no longer carrying them? I will not buy something just to get my back - Get better clothes that fit correctly, not cheaply made, with retro vintage style and I will buy something! ? It's been over a year - what makes me believe that another year of looking at Mod Cloth's web site is going to get better - I should be getting interest on my money....What a scam!? Sincerely,*** ***