Deb Shops, Incorporated

Review: Actually, my complaint involves more than just product issues but that's the MAIN issue at hand. It also involves customer services issues. First, I want to start out by saying I love shopping at Debs because they're the only ones that carry [redacted] jeans and [redacted] jeans fit me like a dream. I have purchased at least 6 pair of jeans from Deb Shops over the past couple of weeks. However, I have an issue with a pair of jeans that I purchased. I brought the Plus Size [redacted] Skinny Jeans. I wore them ONE time and they are already RUINED! Every little thing that touched the jeans, they stained! I tried to wash them by hand in hopes of getting the stains out and nope, nothing happened. That's $40 wasted on a pair of jeans that I can't even wear anymore. It's crazy to pay $40 for a pair of jeans and have them do that. I spoke with Cassie whom is a former employee and she told me to bring them back. I never got a chance because she left the store on October 6th. I'm furious and I think the store should at least offer SOMETHING to compensate for my issues. Also, I purchased a pair of jeans that I took back to exchange for something else and there was a [redacted] woman at the counter along with an [redacted] guy (that I was told was the general manager.) Upon speaking with the [redacted] lady, I asked was she the manager and she said "Yes." in a very cold and unpleasant tone. She asked as if she was annoyed that I didn't have the receipt. I couldn't find it but all I wanted was an exchange. I was sooo irritated, I just grabbed my bag and walked out. The managers didn't seem welcoming AT ALL. It was an awful experience.Desired Settlement: I just want my jeans replaced and after that, I will NEVER shop at Debs again. If I do order something, it will most definitely be online.

Business

Response:

[redacted],

I apologize for the problems that you have experienced with your exchange. I have fowarded your information to our District Manager in the [redacted] area and have asked that he contact you by Monday.

Review: I went into the Deb Shop in [redacted], WI at [redacted] Mall store number [redacted] today, and I am absolutely disgusted with what took place. I went in looking for something dressy to wear to a wedding this weekend. When I finally decided on what I wanted and went up to purchase my items I was told that they needed to manually enter my debit card. [redacted](Manager) and [redacted] then took the phone and my card and made about three or four phone calls enter/giving the information off of the front and back of my card. They then began asking for more personal information such as my zip code, my county, etc. I told them that I was not comfortable giving them all of that information due to all of the account thefts lately. They hesitantly told me okay and that they would just cancel out the transaction. They sent me away with nothing....No slip and no merchandise. Later on I was checking my bank account and saw this "purchase" from deb shops for $26.38. I called my bank right away and they said it was reflecting my account and did go through as a purchase. I then called the store and [redacted] called me a liar and said they never entered any authorization codes so it could not have gone through. [redacted] then asked me to come back to the store. I live about 45 minutes out of [redacted], and this is a HUGE inconvenience. I went back into the store and spoke with [redacted]. I told her that the bank told me to just ask them to close out of the transaction completely at least and then return the money because the way they had it they could still go back in and change the amount they were charging me. [redacted] refused to do anything. She wouldn't even call a different manager to help. [redacted] was completely clueless about everything. [redacted] and [redacted] both then started making a joke about it and laughing in my face. They never said sorry for the incident, they never offered to give me the shirt I was going to purchase since they did indeed charge me for it, NOTHING. They were making a joke about it with other people in the store laughing. I asked for corporate's number and the store manager's name, but they refused. They finally agreed to give me an eight hundred number for customer service which was a false number. I was very upset about this customer experience so I went down to the Guest Service desk and spoke with [redacted] who then had a security guard *. [redacted] come to assist us better. [redacted] called his supervisor who told him to go to the store with me. When the security guard went in [redacted] and [redacted] both started laughing again. He told me I was better off making complaints with corporate and Revdex.com. I then left and found a phone number on debshops.com and called it. I spoke with [redacted] and she explained that the online and the store are separate and gave me an email address [email protected] to make a complaint about the store. I then called the [redacted], WI location where I spoke with [redacted] and she was very helpful in giving me corporate's number ###-###-####. I have called this number twice and left a message with no returned call yet. I find it unacceptable the way I was treated in this store today especially by a manager. These girls had so little knowledge of the store and respect for others. I personally feel that if this were my business I would be ashamed to have them representing myself and my store. I will get my money back regardless as my bank is working with me, but I would like for there to be repercussions for these rude employees. I will never go to the Deb Shop in [redacted], WI ever again, and I am not sure if I will ever shop at any of them again.Desired Settlement: I would like a refund and repercussions for the employees [redacted] and [redacted].

Business

Response:

Hello [redacted],

I worked with our Credit Card Services representative to research your transaction, and unfortunately could not locate it.

Per your letter, we searched for a transaction in the amount of $26.38 in store [redacted], WI) on 06.19.14. As stated, we did not have a transaction that matched that criteria.

Can you please provide an approximate time that you were at the store and the last 4 digits of the debit card that was used so that we may research further?

Thank you.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: This past Saturday evening while shopping at the [redacted] Mall, I spotted a pair of boots at the deb shop within that mall. The boots were on a rack at the front of store. Seeing the price of $27.99 I decided to go into the store and try them on.

Once I got to the register though, they rung up $40.90 – I explained to the cashier that the only reason I came into the store was due to the price tag on the display at the front door. Naturally confused, but yet knowing that the $27.99 price should have been honored, she called over her manager, [redacted], who very rudely stated that the boots on the display were mis-priced and that the amount of the boots were $40.90. She then proceeded to tear off the mis-priced price tag – but did not honor the marked price!

I feel that this is a great injustice – and that I should be entitled to the purchase price which was marked on the merchandise - $27.99.

I am not sure when then rules of retail changed, but when you have an item listed for a certain price – that price must be honored. As it part of the manager’s job, is to make sure that all prices throughout their store are true and correct.

Therefore, I am asking compensation for the difference in the price marked and the price paid as this is not fair pricing policy!Desired Settlement: I just want the difference of the advertised amount vs the amount that I paid.

am not looking for anything else - but I am entitled to the advertised price - which in this case was $27.99.

Business

Response:

Monday, October 28, 2013

Dear **. [redacted],

Deb Shops has reviewed **. [redacted]'s complaint. **. [redacted] filed her complaint on Tuesday, October 15, 2013 in regards to a mismarked item. District Manager, [redacted] reached out to the customer via phone who did not return communication.

Therefore the Incident has been addressed again with the District Manager who will be offering **. [redacted] a refund for the full amount paid at her convenience within the next 30 days along with a $25 Deb gift card.

If you should have any questions or require additional information, I can be reached at [redacted].

Thank you,

Review: I placed an online order from Deb Shops. Within 30 minutes of placing the order I changed my mind and decided to cancel the order. I called customer service and they said there was nothing they could do about canceling the order. I was told this policy was set into place to ensure a speedy shipping time for all products. I continued to insist they cancel the order since the order had NOT been shipped out of their warehouse yet. Once again, I was told that was not possible. I find it very hard to believe that a company cannot cancel an order that was placed before the item is shipped. Also, I waited almost 3 hours and still no email stating my order shipped. I think it is ridiculous that this policy of not canceling an order was to ensure the timely shipment of items, yet I waited several hours for the item to ship and my order could not be canceled. I will never shop with this company again. It's sickening that they are that desperate to make sales!Desired Settlement: I want a refund because I will return the item purchased, but more importantly I want a refund of the shipping charges because I called well in advance to tell them not to ship the item and they refused to cancel.

Business

Response:

Hello [redacted],

I had spoken to our eComm team last week and was told that a pre-paid shipping label was initiated for you last Wednesday to return the unwanted order. You should have received it by now.

I also inquired about cancelling an on-line order was told that once an order is placed, it is put in the queue to be processed for shipping to ensure that it is sent as soon as possible. Our Ecomm team will research to see if there is anything that can be done systemically to cancel an order that has been placed on-line.

I apologize for your inconvenience.

Consumer

Response:

[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.]

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

Also, I was not so much upset with the fact that my order could not be cancelled, but more so the fact that I was going to be responsible for paying the shipping costs to my house and also to return the item. I did not think this was fair seeing as I called customer service before the item was shipped and told them I no longer wanted the item shipped.

Regards,

Review: On their website it clearly states in bold large print "free returns to any store", however, it isn't until you check out and receive your purchase that it states if you made a purchase with [redacted] you can only get a store credit back or you have to ship them items back to the company for refund and you pay for shipping costs back. If I had known that I could simply use a credit or debit card and go into any store to make the return instead of going through the hassle of shipping back and waiting for a refund I would have done so.Desired Settlement: I would like to be able to go into a store and make my return like the website states.

Business

Response:

[redacted],

I apologize for the inconvenience; however, our stores do not have the ability to credit a [redacted] account. The only option would be a store credit if you return the merchandise to the store.

What we can do for you is send you a pre-paid shipping label to return the unwanted items to our distribution center and, once received, your [redacted] account will be credited. Would that be satisfactory?

Consumer

Response:

[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.]

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

Regards,

Review: I purchsed a Prom dress at the Deb Shops in [redacted] Mall in [redacted], Va on February 16, 2014. There was a huge sign in the front window announcing ENTIRE STORE 30% off, right next to the equally huge Prom Dress sign. There were also numerous small signs saying 30% off Entire Store thru out the store. No small print or exceptions listed.(I actually purchased 2 prom dresses at the time & have since returned one). At the time, I asked the cashier why the receipt didn't reflect 30% off, she said she didn't think it applied to special occasion apparel. I requested the manager, who said that she hung the signs, but wasn't authorized to make pricing decisions. I have photos of the signs that I took that day. On February 26, I sent an e-mail to [email protected] with my receipt information and the photo and my explanation and request for a refund of the difference. The dress we kept was 129.90 so the refund should be 38.97. I never received a reply. I sent a second e-mail containing the same information on March 6, 2014. Again, no response. Here is the information from the receipt;Transaction # [redacted]Register # [redacted]Cashier aiStore [redacted]The transaction took place on February 16, 2014 at 5:34pmDesired Settlement: I would like a refund of 38.97. I am not interested in a store credit.

Business

Response:

Hello,

I apologize for the late response to your inquiries through our customer service email box.

Using the information provided, our credit services team has been able to locate the transaction, as well as the credit card that was used to make the purchase.

A credit has been issued today to your credit card in the amount of $38.97. This should be reflected on your next statement.

Have a good day.

Consumer

Response:

[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.]

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

Regards,

Review: I made an phone order on 4/4/14. Customer Service obviously didn't listen properly, despite my spelling out shipping information. Little did I know they had my shipping information down wrong, misspelled my name, and had my phone listed incorrectly for the order. I waited the 7-10 business days for the order and, of course, it never arrived to my home. I called to inquire the status of my order and a ditsy customer rep claimed that my order was to be picked up at my local post office. She didn't give details. So, I used the tracking information to find out that the package was sitting in a post office that was over 100 miles from my home. I called back and the same representative stated that I need to wait for over 10 days for the package to come back to Deb Shops and they would reship out the product. All the while, this chick never asked for my correct shipping information. I didn't like how nonchalant she was acting so I demanded to speak to a supervisor. She claimed that there was no supervisor at that time but she would give her my information. I even asked them to reship out the order to me and the customer rep refused. I received a voicemail, at work, from the supervisor named "[redacted]" who claimed if that I didn't receive my order in another 5 days EBD (of course I wouldnt receive it because it wasnt the right shipping address), to call them back and that they would resend the order. She also mentioned giving me a discount for my inconvenience. More waiting. Well, I called today, and the customer rep put me on hold for "more details" and came back to the regurgitate the information that "[redacted]" stated. She was going to resend the order, but then discovered that half of my order was no longer in stock. She then claimed that I would have to wait for their returns dept to expedite to get half my order refunded back to me. I was fed up so I demanded to have my money back. She again tried to stall me and I said that I would go through my bank account to get the funds back. This was very very poor service, and this customer rep never offered the discount. So 3 weeks and they have my money and the product is totally unacceptable to me.Desired Settlement: I would like for them to be a company of their word and offer me a discount (massive and not their basic email discounts) for such an inconvenience. I would like them to acknowledge that have a very poor customer service base. I want them to know that I and other customers don't appreciate their stall tactics.

Business

Response:

I have issued this customer a full refund for this Revdex.com Complaint. Full amount refunded is $60.38.

Review: My 15 year old daughter bought a jean jacket online with her babysitting money on my credit card in the amount of $35.53. My daughter tried the jacket on took the tags off and didnt like how it looked. On Wed Aug 20th 2014 I went to return the jacket with my receipt and original tags which where in the bag but not attached to the item. I was told by the store because the tags where not attached I was unable to return the item even though it was never worn or washed. I asked for a manager and the girl said she was the manager and that their corporate office is the one that set that rule. So I said so if the tags where attached I could return the item they said yes. I left the store and came back about 10 mins later with the tags attached but they still refused to return the item. I asked for the manager and she had left for the night. I asked for the corporate number. I found the number myself on the packing slip called while I was on hold the message said you are able to return products as long as you have the tags and receipt (the message didn't say they needed to still be attached). I talked to the customer service rep and told them the issue and they told me as long as I have the tags and receipt its fine to return the item. After I was done talking to them they spoke to the guy at the store and told him the same info they just told me so I hung up the phone and he told me he will still not return the item even though the tags where attached. I have been shopping at Deb for years but because of this poor customer service I will never shop there again. In this day and age customer service is so important to keep business you can go to any other retail store and return an item and not have to even have a receipt or the tags. Your store need to have better customer service and they should have been the ones calling your corporate office bot me.Desired Settlement: I would like a full refund of $35.53 which includes shipping. I will gladly send the item back but would like a prepaid label.

Business

Response:

Hello [redacted],

I apologize for the delay in responding to your inquiry. I have worked with our eCommerce team and a check for your return shipping cost of $13.70 will be mailed to your home address.

Our eCommerce team will also work with Customer Service to ensure that the representatives are knowledgeable of our recent in-store return policy changes that went in effect on July 25. Returns made at the store require that the merchandise is unworn, tags are attached and a receipt and photo ID are presented.

Thank you for your message.

Consumer

Response:

[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.]

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

Regards,

Review: I have been a Id say loyal customer to this company. I have bought many things from them. The first order was okay, the next just went downhill from then. Then I just recently purchased a shirt from them, and when I opened it, it toped the cake, and just made me so mad, I couldn't see straight. The description was a Hi-Lo top. Okay usually shirts that are hi-lo are literally high in the front and lower in the back. Not this one! It was the same length all the way around! I even asked 4 different people if they thought it was a hi-lo top, and it wasn't.

So I complained, and their return policy is the buyer provides shipping, no problem. BUT IT WAS THEIR MISTAKE! I could see if I didn't personally like the top, or if it wasn't what I wanted, but the shirt was EXACTLY what I wanted, except it wasn't hi-lo! So I am furious that I was still responsible for the shipping, because it was the company, not me.

The customer service SUCKS! they are rude, and inconsiderate!

That was my LAST time I am purchasing from them!Desired Settlement: Its obvious the company doesn't care about their customers!

Business

Response:

Unfortunately [redacted]'s complaint had never reached us at the Headquarters, where we would be more than happy to accommodate her. I have reached out to [redacted] via phone and email offering her a refund in the amount of $12.72 for the defective merchandise. Once we speak with [redacted] we will reimburse her.