Destination Maternity Corporation

I recently made a purchase on 1/18/22 order #MH1081745. I paid an extra $25 for the 2 day shipping. I have yet to receive my items. I just got a message that a partial shipment was just sent today on 1/21 with no delivery date. Also, customer service supervisor (Scarlett) was rude and talked over me. I was on hold for almost an hour. Someone needs to call me or they should just refund my shipping. I was also told that I couldn't cancel my order even though it could be more than a week before I receive any item.

Customer placed orders on 2/13/15, selecting standard shipping, which would have these delivered timeframe of up to business days (2/25)Our processing timeframe as outline on our website displays that orders processed on this day(Friday) would have had the items shipped the following business day (Monday)However on separate occasions when charges were presented to her banking facility, all three charges were denied by her bankThis is outlined below, the Red indicates that these charges are not being honored by her bankEach attempt at processing her order was held up because of the status of her credit cardShe called the customer service deptat night and spoke to a customer service representative who did state that the order will be fulfilled the following day, this was on the 18th and an additional attempt to get her charge approved was made on the 19th (see below) The customer reached out to us and I returned her call and verified that the order was not being processed because of the charges not getting approved by her bankShe stated that she already reached out to her bank and corrected the issue that prevent the previous charges from being approvedHer response was that we should have contacted her to advise of the issue in which I replied that we do not call customers when charges are not approved by their bankOnce she advised that she could use the card I advised her that we would do the order again for her and honor the sales prices that she had previouslyShe agreed, upon placing the orders a few items were no longer in stock and that we would reach out to local stores to try to fulfill her order the best we could considering she was going out of the country within days and needed them asapOrders were placed and discounts greater than the original sales prices were made, in addition because she was leaving, we overnighted each of these orders at a cost of $61.00, this charge was waived and she did not have to pay itThis is an unjustified complaint, had the charges been approved either time, this customer would have receive her items in timeIn resolving this issue Destination Maternity discounted some items much more than originally marked and also waived $for her shippingSincerely, [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] *** [redacted]

[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.] 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 me Regards, [redacted] ***

We have refunded the customer the $in question, it was applied to her credit card ending in ***We apologize for any inconvenience this has cause the customersincerely, Michael *S [redacted] Destination Maternity Corp

Customer has been refunded for this item on 7/11, see below: [redacted] ** [redacted] Merchandise refund -159.99Shipping refund 0.00Sales tax refund -12.00Restocking charge ========TOTAL -

We will be sending the customer an email explaining the return process via her emailWe will supply her with a free return label, once we receive the item we will send her a check in the amount she paid for the itemWe also have discussed the issue with those that failed to follpromptly to this customer so this situation can be avoided in the future Sincerely, [redacted] Destination Maternity Corp

One of our Special Services representatives will reach out to the customer and explain the process to unsubscribeThe representative may also conference in the magazine company to make sure everything is done properlyWhen a customer is checking out, there a disclosures that explain the ways
the magazine subscriptions work, and the customer has the option of selecting yes or noIf they select Yes, then they are enrolled in the subscription and the disclosures speaks to this fact at the time of the sign-upHowever if bad information was related by our store personal we will make sure that they are trained better in this areaSincerely,
Michael * S***

This is in response to a promotion that is buy and get freeIn order for this promotion to work the customer must have items in their cart so that the discount can be appliedIf the customer does not have all items in their cart we would have no idea of what the 3rd item would be, the
size, the color and suchHowever we do appreciate the feedback and will work to advise our customers on how the promotion does workbelow is an outline of our promotion as found on our website:TO REDEEM: Add (three) items to your shopping bagThe value of the lowest priced item will be deducted from your Product Subtotal, which is shown below all items in your Shopping BagApplies to select styles in participating categoriesExcludes gift cards and Outlet itemsFree item must be of equal or lesser valueNo adjustments on prior purchasesOffer subject to change without noticeReturns will result in a credit of the retail price less the portion of the applicable discount and are subject to applicable return policyOffer not valid in lease locations or for *** *** subscriptions.
Had all items been placed in the customer's cart, the system would have discounted the first two items by 33% and the third by 34% which would total to the amount of the free itemThis is not uncommon with ecommerce sites, the reason for this is to make sure that a customer does not return the items with a cost associated with it and keep the item that is freeHowever we will offer to ship the customer a free item as a one time exception or send a gift certificatewe will reach out to the customer to see what offer she would like to acceptSincerely,
Michael J S***
Destination Maternity Corp

We have sent the customer a free return label via their emailOnce we receive their item we will generate a company check for the amount requestedI have made the store operations team aware of this issue and that the customer did in fact return to the store within the proper timeframeHowever
I am not able to review the item in question and whether or not it was worn beyond a typical trying them on for fix timeframeBut we will accept the customer's statement that they were worn just for sizingWe offer our apology for this and will direct the store personal to be careful in the future when situations such as this occurs
Thank You,
*** * ***
Customer Service Manager
Destination Maternity Corp

Customer’s Statement of the Problem:
">Made purchases from Motherhood MaternityUnhappy with refund/exchange practices and policies by this particular store and corporation in generalI made purchases from Motherhood MaternityThe first purchase I made in store and paid cash for my itemI went to the store last night to return my item with tags attached and original purchase receiptI was told that I couldn't recieve my cash back for my item because they needed to retain a $cash balance in their register at all timesThe options I was given was to come back at a later time to see if they had enough money in their register at that time to honor my refund, store credit/exchange, or be mailed a paper checkI am weeks away from my due dateI should not have to come back to the store repeatedly to try and make a return nor should I have to wait weeks for a paper check to be mailed to me when I paid cash!!! Nor do I want to exchange or purchase anything else from this store after this poor customer service experience....In regards to my other purchaseIt was an internet purchase in which I also tried to return at the store the same eveningUpon purchasing I didnt realize that you couldn't return an internet purchase at a store in order to recieve a refundTheir policy is you have to mail it back to them at your expense in order to recieve a full refund minus any shipping charges...I paid for this purchase plus tax and $in shipping already for a total of $34.15...I shouldnt have to pay for shipping again to get a refundI was also told I could exchange this item in storeThe practices they have in place are designed to hold your money hostage and make it as difficult as possible to get your money back to where you get so frustrated you just say forget itThis is horrible customer serviceI feel as if someone is playing a joke on meI dont understand how anyone can thing these practices are logicalIf I weren't so mad it would be funny to think that this is actually considered acceptable by their companyI called the customer service # ###-###-#### last evening only for a gentlemen to put me on hold to tell me someone would call me back in minutesTo my knowledge no one called backI called the corportate offices of Destination Maternity today 8/26/@ ###-###-#### only to get a receptionist...I asked to speak with someone in the corporate office regarding a complaint I had and she told me I had to speak with customer serviceI explained I spoke with customer service last night and they did nothing to help meShe advised she couldn't transfer me to someone in corporate and advised again I would have to speak with customer serviceI hung up on herI want this resolved properly just as any other consumer would
Regarding the customer's in store purchase, on her receipt the following is stated:
In Store Purchase Return Policy:
Merchandise purchased in our stores, which is unworn, unopened, and undamaged with the original receipt and tags attached may be exchanged for merchandise or a store credit, or returned to the store location for a full refund within days of purchase
'Special Occasion' and 'As Is' tagged merchandise is final sale and may not be returned or exchanged
Refunds will be issued to the original method of payment used, or by store credit or corporate mail checkThe refund type will depend on the original payment method used
Also, on her receipt the following is stated: Cash refunds are subject to the availability of register fundsIf register funds are insufficient, a check will be issued from our corporate office and will typically mailed within calendar days.
Based upon the time that the customer states she returned to the store, we routinely make a night deposit and we normally would not comment on the amount of money we would carry in a store at any given time due to security reasonsSo the option of either returning or receiving a corporate check in the mail within the timeframe stated on both the receipt and displayed at the register location for all to review prior to any purchases is something that may not have been possibleBeing offered the corporate check was the best option based upon the customer not wanting to go back to the store
Our Online return policy is agreed upon by all online users when they make a purchase, this is displayed on the website and is explained in detail what is allowed and what is the customers responsibilityThe policy reads as follows:
Internet & Phone Order Return Policy:
You now have two options for how to Return OR Exchange your Internet orderOption 1: Return or Exchange at a Store:
You may Return or Exchange Internet or Phone Orders at any Destination Maternity store location within days of the date of delivery for new merchandise or a Store Credit only
If you wish to receive a refund to the original payment method used on your order, you must mail in your returnTo do this, please refer to the mail in policy below
Returns or Exchanges at the store must be unworn, undamaged, and have original ticketing attached
Special occasion merchandise is considered FINAL SALE and cannot be returned or exchanged at a store location, please return via the mail in method
There are no original payment refunds on Internet orders when returning to a store location, please use the mail in method
You will need to bring your original invoice with you when going to a store to make a return or an exchange OR a copy of your web order information
Our Canadian stores or Leased Store locations (such as Macys) DO NOT accept Internet orders or exchangesOption 2: Return or Exchange by Mail:
A full merchandise refund, excluding shipping charges, will be issued on unworn merchandise within business days
All returned merchandise must be unmarked with original ticketing & tags attached
Hosiery, lingerie, and swimwear may be returned when unworn and in original packaging OR with original ticketing
We DO NOT accept returns for soiled or washed merchandise
We do not accept In-Store purchases to be returned via the mail
All Internet/phone orders returned by mail will receive a refund credit issued to the original form of payment
All split payment order purchases made with a gift card and a creditcard will receive refund credit FIRST to the original gift card used for the purchase, then the remainder of the refund will be issued to the creditcard
It is your responsibility to pay for the shipping of unwanted items back to usAt the time of this complaint, we have sent her an e-label as an exception to our rule, and upon review with the store it was discovered that they did not have sufficient funds for her in store return, please see notes below:
PER CCL CUST WENT TO STORE TO RETURN STORE PURCHASE ADVISE HER OF NO CASHIN REGISTER SENT COURTESY E-LABEL FOR ORDER *** *** TRK*** *** 08/27/
ONCE WE RECEIVE THESE ITEMS, THE REFUNDS WILL BE MADE ACCORDINGLY- THE ONLINE RETURN WILL BE CREDITED TO THE METHOD OF PAYMENT AT THE TIME OF THE ONLINE ORDER AND THE STORE RETURN WILL BE MADE VIA A PAPER CHECKONCE AGAIN THIS IS AN EXCEPTION TO OUR DISPLAYED RULES AND OUR RETURN POLICY AS STATED ON OUR WEBSITE THAT SHE AGREED TO WHEN UTILIZING THE SITE
SINCERLY,
MICHAEL *S***
DESTINATION MATERNITY CORP

We will be sending the customer an email explaining the return process via her email. We will supply her with a free return label, once we receive the item we will send her a check in the amount she paid for the item. We also have discussed the issue with those that failed to follow-up promptly...

to this customer so this situation can be avoided in the future.
Sincerely,
[redacted]
Destination Maternity Corp.

[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]
 Complaint: [redacted]
I am rejecting this response because:The customer service reps were absolutly rude and horrible to me. These are people that are assisting new mothers and pregnant women and they are some of the worst customer service reps I have encountered. I was told multiple times that this package was not going to arrive to my home and was being shipped back to Destination Maternity. Regardless that this was not what eventually happened I should have been assisted and not been spoken to in a patronizing and rude demeanor. When I track my package and it says undeliverable so I follow up with both the shipper and [redacted] to be told I will not receive it then the amount of time it's been since I have ordered is a mute point. As you can see by the tone of the response this company takes no responsibility for the way it handles it's customer service and puts the onus on the customer to handle difficult situations. I was told I was not going to recieved the items I ordered. Not that I might still recieved them. Not that I would recieved a replacement if I did not recieved them. That I would not be receiveing them at all and that unless I paid for a duplicate order (which had I agreed to they would have swindled more money from me seeing as how the items eventually arrived) I would not ever have the items. This has nothing to do with a reasonable time frame for when an order is placed and delivered. This has to do with the patronizing and degrading customer service and lack of accountability to their customers.
Regards,
[redacted]

Customer has been refunded for this item on 7/11, see below:
[redacted]
 
Merchandise refund   -159.99Shipping refund         0.00Sales tax...

refund      -12.00Restocking charge       0.00                    ========TOTAL                -171.99

Customer placed an order with us on 11/30/14. We handled the request and shipped it in the timeframe outlined on our website:
STANDARD SHIPPING
Orders...

placedbefore 8:00pm EST
ESTIMATED SHIP DATE(Based on Availability)
ESTIMATED ARRIVAL DATE(Based on Availability)
MONDAY
TUESDAY
3-7 BUSINESS DAYS
TUESDAY
WEDNESDAY
3-7 BUSINESS DAYS
WEDNESDAY
THURSDAY
3-7 BUSINESS DAYS
THURSDAY
FRIDAY
3-7 BUSINESS DAYS
FRIDAY
MONDAY
3-7 BUSINESS DAYS
SATURDAY
MONDAY
3-7 BUSINESS DAYS     This is the timeframe that her order would be delivered by.
SUNDAY
MONDAY
3-7 BUSINESS DAYs
 All standard shipping orders are shipped via [redacted] or the US Postal Service, or through a combination service which utilizes both carriers. The time frame for standard delivery is 3 to 7 business days after the ship date. The type of carrier used for your order will depend on service availability within your specific area.
She contacted customer service on 12/3/14 two times, once at 7:07 and again at 7:25. Both reps advised her that if she wanted to speak with a supervisor they would transfer her to the supervisors desk, if the supervisor was available the call would be answered if the supervisor was not available she should leave a voicemail. Between the first and second call the supervisor was no longer available, so the statement that the rep lied is unfounded. Our shipping process does involve both the [redacted] and Postal Service, this is dependent on the type of service the customer requests. This customer's shipping choice was standard, being that the order shipped on the 1st the earliest she would receive her package would have been 12/4, the second representative advise the customer of this fact and advised that the proper timeframe has not even started because at the earliest the package would be received would be three business days after shipping, which would have been the 4th. At this point the customer started to use profanity regarding the situation, not directed at the representative. He remained calm and advised the customer that he is trying to help her but it just shipped. Had this been a 1 day shipping choice the representative would have handled it differently. Upon researching the shipping logistics the package went from our warehouse in Philadelphia the Post office in [redacted] MA, also the reminder of the shipping logistics is attached below:
December 4, 2014 , 5:16 am
Arrived at Post Office
[redacted], MA [redacted] 
December 4, 2014 , 3:46 am
Departed USPS Destination Facility
[redacted], MA [redacted] 
December 4, 2014 , 3:44 am
Arrived at USPS Destination Facility
[redacted], MA [redacted] 
December 3, 2014 , 9:11 am
Undeliverable as Addressed
[redacted], MA [redacted] 
December 3, 2014 , 9:10 am
Arrived at USPS Facility
[redacted], MA [redacted] 
December 3, 2014 , 9:10 am
Sorting Complete
[redacted], MA [redacted] 
December 3, 2014 , 9:05 am
Arrived at Post Office
[redacted], MA [redacted] 
December 2, 2014
Pre-Shipment Info Sent to USPS
Since we cannot speak to the logistics of how the Post Office sorts and forwards their mail, or why they deemed the package undeliverable as addressed- our SOP is to allow for the shipping timeframe to expire prior to considering a package lost and reorder it. Also we would have opened an investigation with the Postal authority the following day, however on 12/4 @ 11:07am this package was delivered to the customer in the shortest timeframe that we describe in our terms of service as outline above (3 days from the ship date) See Below:
December 4, 2014 , 11:07 am
Delivered, Front Door/Porch
 
[redacted], MA [redacted] 
Your item was delivered at the front door or porch at 11:07 am on December 4, 2014 in [redacted], MA [redacted].
At this point I would note that Destination Maternity Corporation delivered exactly in the manner in which the order was placed and within the stated timeframe (3 to 7 business days after ship date 12/1) No further remediation is required regarding this customer.
Sincerely,
Michael * S[redacted]
Destination Maternity Corporation.

[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.]
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 me. 
Regards,
[redacted]

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,
[redacted]

We have sent her the refund requested, no one at the customer service dept can recall this situation and any contacts focused around this refund cannot be found due to the timeframe. Had it been brought to our attention it would have been refunded immediately as the records do show she did not...

receive her requested refund. Last contact was June 2013? No call or email was sent requesting that the manager of the dept contact this customer. Had that request been made it would have resulted in the same outcome- the refund. The refund could take up to 4 weeks to be received. If they do not receive it in that time frame they should call and ask for the manager of the dept.
Thank You,
[redacted]
Customer Service Manager.

We have refunded the customer the $14.00 in question, it was applied to her credit card ending in [redacted]. We apologize for any inconvenience this has cause the customer.
sincerely,
Michael *. S[redacted]
Destination Maternity Corp.

[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.]
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 me. 
Regards,
[redacted]

Customer placed 3 orders on 2/13/15, selecting standard shipping, which would have these delivered timeframe of up to 7 business days (2/25). Our processing timeframe as outline on our website displays that orders processed on this day(Friday) would have had the items shipped the following...

business day (Monday). However on 2 separate occasions when charges were presented to her banking facility, all three charges were denied by her bank. This is outlined below, the Red indicates that these charges are not being honored by her bank. Each attempt at processing her order was held up because of the status of her credit card. She called the customer service dept. at night and spoke to a customer service representative who did state that the order will be fulfilled the following day, this was on the 18th and an additional attempt to get her charge approved was made on the 19th (see below) The customer reached out to us and I returned her call and verified that the order was not being processed because of the charges not getting approved by her bank. She stated that she already reached out to her bank and corrected the issue that prevent the previous charges from being approved. Her response was that we should have contacted her to advise of the issue in which I replied that we do not call customers when charges are not approved by their bank. Once she advised that she could use the card I advised her that we would do the order again for her and honor the sales prices that she had previously. She agreed, upon placing the orders a few items were no longer in stock and that we would reach out to local stores to try to fulfill her order the best we could considering she was going out of the country within days and needed them asap. Orders were placed and discounts greater than the original sales prices were made, in addition because she was leaving, we overnighted each of these orders at a cost of $61.00, this charge was waived and she did not have to pay it. This is an unjustified complaint, had the charges been approved either time, this customer would have receive her items in time. In resolving this issue Destination Maternity discounted some items much more than originally marked and also waived $61.00 for her shipping. Sincerely,
[redacted]
 
 
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