Gwynnie Bee Inc.

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

I have returned the clothes but have not received a refund.
Sincerely,
[redacted]

We have looked into your response and determined that the customer service representative you spoke with was new and did not properly check for notes on your account.  We sincerely apologize for the inconvenience.  Our CS manager Crystal has directly called you herself, left a voice message, and emailed you.  Please ask for her directly when you call back, and she will process the purchase at the discount.

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

Gwynnie Bee STOLE my money, for goods I never received. Gwynnie Bee has an established, unfavorable reputation for bilking people out of money.Gwynnie Bee's business ethic is shady at best.Please do not go back and forth with me with redundant, boilerplate statements. I've already escalated this matter to the previously mentioned parties. Consider this a final response. Any further responses will be forwarded to those parties, and the media. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Complainant joined the Gwynnie Bee service using the one-month free trial on August *, 2015. On August [redacted], 2015, three garments were shipped to Complainant. On September [redacted], Complainant was billed for the first paid month of September, for $64.31. The first...

contact that Gwynnie Bee received from Complainant was a call 10 days later, on September [redacted], 2015. Complainant spoke to a customer service representative at that time and conveyed that she wanted to cancel her account and get a refund because she had lost her job. The customer service representative informed Complainant that our policy does not allow for refunds upon request 10 days after the billing date. The second call Gwynnie Bee received was on September **, 2015. Complainant requested to speak to a manager regarding her refund. A customer service representative reiterated that refunds are not available 11 days after the billing period, particularly as Complainant still had two (2) Gwynnie Bee rental garments at home. On September **, 2015, Complainant wrote in an email conveying the same information from her previous calls. On the same day, Complainant called and spoke to another customer service representative. Later that day, our customer service manager spoke to Complainant to confirm that her account had been cancelled as per her request, and that Complainant would no longer receive boxes from Gwynnie Bee. Our manager explained that Complainant had the option of canceling her subscription before she was billed for the first time, and guided Complainant to those instructions on the website .She additionally explained that although the customer service strives to answer every call, we primarily correspond through email for clarity, recordation, and consistency. Complainant claims she called several times before August *, 2015. Unfortunately, there are no records of any contact before the phone call on September [redacted], 2015. Our manager was not implying that Complainant was a “liar” regarding call records before September [redacted]; She simply stated the history of the call records and received correspondence as available to us.Our manager and customer service representatives were transparent regarding our refund policy, cancellation policy, and actual call records. We certainly do not want to cause financial hardship, but the timely membership charge was completely authorized.  When customers join, they agree to terms of service that state they will be billed monthly unless they cancel before the billing day, and that if they in fact cancel they must return all property to us within 7 days of cancellation, or they will be charged for its value. We did not receive Complainant’s outstanding garments until September [redacted], 14 days after the day she is indicating she wanted to cancel.  The total value for the outstanding garments was $202.80, which we would have been eligible to charge Complainant after September [redacted], 2015. The $64.81 charge which Complainant is disputing is for clothing rental, a service she was receiving until she returned the garments arriving on 9/**. However, upon review, we understand Complainant’s confusion in this instance, and we are willing to give a pro-rated refund of the subscription fee, to Complainant if deemed appropriate by the Revdex.com. Therefore, we would refund the amount pro-rated from the day we received the remaining garments on 9/** to the end of her subscription month 10/* (18 days pro-rated refund of $38.58). We have handled this case with good faith throughout (for example, although Complainant retained two garments 14 days after her indication to cancel, we chose not to charge Complainant for the total of the outstanding garments $202.80), and we would like an amicable resolution.

Review: I signed up for their service about a month ago for their 3-items-at-a-time subscription program ($79/month) and they said that I had until October ** to change my service. I went to change it on that day to a 1-day-at-a-time subscription program ($35/month), and then they said that I had already been charged and there was nothing they could do about it. I was charged $86.11 with tax and everything. Now I'd like to cancel my service.Desired Settlement: I would like a full refund.

Consumer

Response:

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

Business

Response:

Upon signing up for the service, Complainant [redacted] agreed that on her billing date, the monthly anniversary of the date on which she signed up, she would be charged for the regular monthly fee for the service. That monthly anniversary would have been on October [redacted], 2014. Due to a short delay on Complainant’s first shipment (as the items she closeted were some of the most popular styles at the time), we offered her a complimentary one week extension of her free trial. This was communicated in an email dated September [redacted], stating: “We’ll give you a one-week extension for your free trial to make sure that you get the full experience.” This extension moved her anniversary date to to October [redacted]. Complainant cancelled on her billing date, after she had already been charged. Per the terms of service and the pricing details given to her as a new member, a customer may change their plan any time before the billing date in order to change or cancel. Once charged, our policy is that no refunds will be issued. However, upon review, we understand Complainant’s confusion in this instance, and we are willing to give a full refund to Complainant if deemed appropriate by the Revdex.com. We have handled this case with good faith throughout (for instance, though Complainant retained two garments past the seven day post-cancellation window, we did not charge her for their $191 replacement value), and we would like an amicable resolution.

Consumer

Response:

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

Sincerely,

I signed up for Gwynnie Bee subscription 04/** and have since upgraded my plan, during the time I've been a member Gwynnie Bee has made several improvements to their service. The ability to mark items you prefer first a priority,dress for your shape chart, and new discounts based on number of purchases in a month and the ability to add an additional item to your plan for a 30 day period.
I've had good service from GB and think reviews that are based on a consumer not reading terms of service or just not utilizing the process for sending items back isn't a fair representation of the service to people considering signing up.

Review: [redacted] is an online subscription clothing service for which I signed up under a free trial. I canceled my membership long before the end of the trial period, but this cancellation was not processed in their system despite the fact that I reached a confirmation screen. After my card was charged $85 that I was not expecting, I called and was told that my account was still active. I canceled, but all they have to say is it's still active and that gives them the right to charge my card? They refused to refund the charge even though I have refused shipment on everything they have sent me so that they wouldn't have to spend extra on shipping charges. Having canceled the membership on my end, their charge to my bank account is unauthorized.Desired Settlement: Take cancellation of service seriously. Fix whatever programming issues exist that allow this to happen. Refund the unauthorized charge.

Business

Response:

Complainant [redacted] states that she cancelled on October **, 2014, but there is no record of a cancellation in our system. Complainant has not yet returned four (4) of our garments which are in her possession (ABS Squared Neck Dress; Flor Rose Peacock Fit & Flare Dress; Xtwo Laveda Top; and Spruce & Sage Vintage Paisley Bohemian Dress. The total value of these four garments is $639.50. Per our terms of service, we are permitted to charge for the total value of the garments if they all are not returned within 7 days of cancellation. This 7 day return window is laid out in the cancellation process as well, so Complainant would have been on notice that she must return the garments if she completed the process as claimed. Moreover, by keeping the garments at home since October [redacted], Complainant has been utilizing the service for its very purpose: Renting clothing. Because we would like to solve this matter amicably, we will follow the Revdex.com mediator’s recommendation for resolution. If found to be necessary, we can issue Complainant a refund of the $83.74 monthly service charge upon receipt of our garments, in similar condition to that which she received them. If she no longer has our prepaid return bags, we can send her prepaid shipping labels.Additionally, we are developing updates to our cancellation system to add new failsafes to the process in order to address Complainant’s concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I have returned the garments unworn and unopened. As I stated when I initially canceled my account, I am working about 90 hours a week and found it difficult to get to the post office in a timely manner so as to take full advantage of this service. But the garments have been returned and a refund of the fee that was assessed is an entirely acceptable solution that may even entice me to purchase from this business in the future. I am glad to hear that [redacted] is making improvements to their cancellation process!Thank you,[redacted]

Business

Response:

Complainant's refund has been issued. We apologize for any delay - we were under the impression that we should wait for a final determination from the Revdex.com mediator, as reflected in our original resolution letter. After discussing with the mediator, we now understand that they do not provide recommendations, and we immediately issued the referenced refund accordingly. We apologize for any confusion - we were simply attempting to follow procedure to the best of our understanding, and thought a third party determination was pending. Again, the refund has now been issued, and I will follow up with Complainant via phone to confirm receipt of the funds.

Consumer

Response:

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

Gwynnie Bee refunded the charge to my account. Thank you so much for your help in getting this merchant's attention!

Review: I signed up for this subscription on 11/*/2014 to check out their offering of clothing. I used an old debit card that ended up being cancelled shortly after signing up due to the [redacted] debit hack. The clothes were not of my taste, so I did not add in the minimum amount of garments in order to be shipped. And, since the card was cancelled, I didn't foresee any danger in having any funds withdrawn. In essence, I thought I was in the clear. Emails from Gwynnie Bee throughout the month of November merely consisted of promos. The first notice about my shipment "box" being too empty came on 12/*. Subsequent emails arrived on 12/* and 1/**. The emails were not accompanied with any invoice or any other form of billing. They were simple reminders to add more garments, to which I simply ignored. On 1/*, I received an email directly from "[redacted]", in which she acknowledges that my card is not working, and therefore I'd need to update my credit card information. By chance, I checked my statements for November and December. I found three charges: $10.87 on 11/*, $85.91 on 12/*, and another $85.91 on 1/**. I immediately responded to [redacted] to inquire how they obtain my new card number, how the charges are all unauthorized, and to refund me immediately. Instead, I got a response from "[redacted]", who refused to honor my request, even after telling her that I, 1) Did not enter a new card number 2) The charges are unauthorized 3) I don't have any goods, anyway and 4) subsequent refusals to honor my request would result in further action. This is outrageous and a FRAUD! I cancelled my membership and my card to prevent further withdrawals. I had to take time off work this morning to visit my bank this morning to replace my card, and update all of my accounts. I lost three hours of work today. I work on a contract basis and do not get paid if I am not there. "Gwynnie Bee" has an established history of shady billing practices through Revdex.com alone, which must be put to an end.Desired Settlement: Compensation in the amount of $302.69. $182.69 for the unauthorized charges, and $120.00 (at a rate of $40/HR) for lost wages as a result of their fraudulent tactics.

Business

Response:

Complainant [redacted] signed up for a three item plan on November *, 2014. Upon signing up, Complainant agreed to our Terms of Service, which noted that she would be billed monthly unless she cancelled. Complainant did not cancel, so she was billed monthly as per our terms, first for the $10 trial on November *, and then again in December and January at the regular monthly price for the 3 item plan, as per our terms. As Complainant did not reach the minimum virtual closet number of eight items (a requirement laid out clearly upon joining), she was not shipped any garments. We repeatedly reached out to Complainant requesting that she add clothing to her closet to meet this minimum for shipping, but she did not do so.When she reached out to us on January [redacted] regarding the charges on her account, a customer service representative explained our terms of service to her, and that we would not be able to give a refund for all months requested. Despite all charges made being within our terms, we extended a refund for a full month’s service charge ($85.91) to Complainant as a gesture of good faith. Complainant failed to mention this refund in her complaint to the Revdex.com, which she made a day after the refund was issued. Indeed, she demanded this same amount again. Furthermore, Complainant’s accusations of us finding her new card number and making unauthorized charges are false. As evidenced by the Braintree records attached, the card Complainant signed up with remained the same throughout the duration of her membership. If any changes to the card were made, they must have been made by her bank. As for authorization, all charges were unequivocally authorized under our Terms of Service, which Complainant agreed to upon signing up for service. There was no fraudulent intent or action on our part, and any time Complainant spent at her bank was a result of either her admitted intentional inaction (deciding not to cancel because she assumed she was “in the clear”); her bank reactivating the card (if applicable); or a combination of both.

Consumer

Response:

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

The partial refund of $85.91 was posted to my account the day following this report. Gwynnie Bee's attempt to act in "good faith" was a failure at best. I am still out $96.78, not to mention $120.00 of lost wages for having to deal with this unprovoked matter.Who does GB think they are, billing people for goods that are never sent?

Review: I have been a member of Gwynnie Bee since September 2014, and have been relatively happy with the service until recently. The company regularly will retire items and remove them from my online closet. This is understandable. However, this has limited the amount of items I am interested in receiving and I feel that I am ready to cancel my subscription. I tried to cancel earlier in this month and was told that my credit card was already processed for the month, and I would not get a refund for the month I had just paid for. The customer service rep I spoke to told me that they would sent me an email a week prior to the next billing date as a reminder, so I would know when to cancel without incurring any additional fees. At that time, I had 3 items left in my closet and I returned them. I have not received an new item for the entire month of April.....not a single item. I paid $106 for this service this month and I am not receiving any items. It has been well over three weeks since I have received anything new. I can't help but think they are not sending me anything because they know I can cancelling before my next billing date. I called customer service again today to find out when I would be receiving my next shipment. The rep I spoke to told me that there was some type of system update causing the shipping delays and that I would be getting a 50% credit on my next month's service. Well, I am not planning on continuing for another month. I told that to the rep and they would do NOTHING for me besides the 50% credit on the next month. This is unacceptable. I don't plan on paying anything next month. So, they want to hold onto my $106 from April, without fulfilling their end of the deal AND pay them an additional $53 for May. I just don't think that this is a fair business practice. They are fully retaining my April membership fees without sending me a single piece of clothing. The rep I spoke to DID say that they were preparing a box for me and listed off a few items that were going to be in the box. She could not tell me WHEN those items would ship. Also, their system seems to be a day or 2 off. The rep told me I added something to my closet today, but that was 100% incorrect. It was yesterday.Desired Settlement: I would like a full refund of my April billing fees, $106.

Consumer

Response:

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

Sincerely,

Review: I pay for 5 garments at a time which their base pay is $99. For the month of April I paid this late because I was going to cancel my membership or at least down grade due to the lack of decent quality garments I was receiving especially being the first shipment I received in April the items smelt horrible, were dirty, very used looking, stretched out, and faded. For a company that states in their FAQ that they wash everything and it is inspected 3 times before it is hand packed should this have not been caught? You would think so but none the less it was not. On the [redacted] I clicked down grade and was forced to another page that only made me enter in my credit card number. While I sure was surprised to see the charge for $105. Okay more like pissed after the quality of stuff I received earlier in April and wanting to downgrade to one garment. To make me happy I was offered a free 14 day upgrade. Well here we are now on [redacted] and guess what not a single item has yet to ship yet every email back and forth with them I have been assured something would be shipping any day now. Again in the FAQ section once they are informed you are returning something it takes them 2 to 3 days for your next shipment to get out. Well we are way out of that time frame. I have asked over and over again for a refund for the month of April and I would just be done with it all. But instead they keep having money off of next month. Well when you can’t ship this month, you ship bad quality out this month, and you can’t get the discount for next month even down correctly why would I want to risk my credit card being charged again or not receiving anything. Now from reading all of the other Revdex.com complaints listed I know they are just going to spout their terms of service well to be honest fantastic I have read them but you need to hold up your end of the deal as well. You have all these promises on your FAQ to draw us in but you are not living up to them. How to you expect to keep people happy? I just want my money back and to be done just like I asked in the beginning. This could have been done with already. You can easily see from my history I have purchased many items, upgraded many times, and was happy until now. You have lost my faith in your ability to have good customer service and at the end of the day that is what it comes down to.Desired Settlement: Refund me my $105.00

Consumer

Response:

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

Sincerely,

I cancelled my account TWICE, sent a Cease and Desist Letter, and was confirmed that my account was cancelled, and 2 months later I am STILL getting charged. We were informed by one rep that a refund wouldn't be a problem and by another that their processing was done by a 3rd party do they couldn't do refunds. What a SCAM! Their reps will lie to you on the phone and in writing by the way. Horrible experience overall would not recommend to anyone ever, unless you enjoy throwing your money.

I have used this service for 6 months now and only feel like writing a review is necessary since this is such a wonderful company and I want to spread the word. I am signed up for 3-garments/month and feel amazing going to work each day with a new dress. I have saved money shopping, never get bored with my clothes and get compliments daily on my wardrobe. Every time I have had a question regarding status of an item or a request to get a specific item I have received a response within a few hours and am always pleased with the service. In addition, in the 6 months of being a member I have received additional benefits not announced like 4 months of 1-free garment upgrade, discounts for the GB shop, and items at home. I website is easy to use and seriously check it daily. I think this is a genius company targeting working plus size woman. Couldn't think of a better service/company that I would recommend so highly. Thank you GB!

Review: I cancelled this service in March and returned all of my items promptly. There was 1 item showing that I did not return. However, I did return the item along with the belt. Every month since March, customer service would email me explaining that I did not return the item and I needed to return the item to avoid being charged. So, every month I would contact them and get the issue resolved. However, the issue was never resolved and this past week they charged me for the one item. I have emails along with pictures proving that I did in fact return the garment however they failed to update my account showing that.Desired Settlement: I want my card, that is on file , refunded the $41.25 for the garment since I did return it. I also want an email or written letter stating this issue is now resolved.

Business

Response:

Complainant [redacted] filed this complaint on June *, 2015. At that time, we were already in the process of locating the garment, and a manager was able to track it down using the additional information provided by Complainant on June [redacted]. When the garment was found, we promptly refunded Complainant for the full amount. The charge was made due to an error made by one of our warehouse associates, who has been dealt with accordingly. We sincerely apologize for any inconvenience caused by this mix up. In addition to the refund, we would like to offer Complainant a discount should she choose to rejoin and allow us to make it up to her.

Review: I had a free trial to Gwynnie Bee online. I had until 7/**/15 to cancel my membership and until 7/**/15 to return the clothing that I previously rented. I was charged today $85 for a membership. I called customer service to try to receive a refund for the services, only to be told that I could not receive a refund until some time next week because they just sent out another shipment of clothing to my house which I did not authorize. They told me I need to wait until I send back a package that has not even left their warehouse yet and that they refused to look through the thousands of orders to stop my order from being sent out. I think this is ridiculous. I spoke with someone names [redacted] who claimed to be a manager and refused to be of any assistance to me. I do not feel as though I should have to wait an entire week to receive a refund, and that I should be credited a refund today. If they do not ever receive their clothing back then I would understand if I was then charged again, but I do not think I should not be issued a refund weeks later than expected.Desired Settlement: Would like a refund today 7/**/15 not another week.

Business

Response:

Complainant Whitney Jordan cancelled her account on July [redacted], 2015, a day after her monthly billing date. She was charged the monthly price of $84.02 on July [redacted], and called in demanding a refund on July [redacted]. Our customer service representative explained our usual no refund policy, but let her know that as an exception, we'd be happy to refund her once we received the three garments checked out to her back. Complainant said she did not cancel on July [redacted] because she wanted to send all garments back to us first. Our customer service representative explained that we have a 7 day grace period after cancellations for returns. Complainant objected to us needing to wait to receive the outstanding garments (with a total retail value of $198.68) before we could issue a refund. She was particularly unhappy about the last garment, which had been shipped and placed in a container for [redacted] pickup on the [redacted]. In her own words, Complainant particularly took issue with the fact that we could not "look through the thousands of orders to stop my order from being sent out." However, after the packages are placed in [redacted] shipping containers, we cannot retrieve them. Our customer service representative reiterated that we would give her a full refund as a courtesy when we received all three garments back. As we have now received all garments (though one was returned after the grace period), we have issued the full refund.

Consumer

Response:

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

[Your Answer Here]

This response is totally fabricated to be a justifiable reason of their actions. I was never told of a 7 day grace period by any member of this place, and the initial person I spoke to by the name of [redacted] was very rude and condescending as though she did not want to assist me. When you are trying to resolve a customer issue you do not belittle the customer. I was issued a refund weeks later after being informed by someone way nicer of the reasons why they did what they did. Sometimes instead of policy being thrown in your fave, a simple explanation as to why MY money is being held would be nice. I will no longer give this place any of my business.

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

Sincerely,

Review: I cancelled my Gwynnie Bee subscription in June 2014, and was notified that any garments still in my possession at the time of the cancellation were to be returned by a specific date, or the credit card on my account would be charged for the garments. On 6/**/14, I received an e-mail from Gwynnie Bee stating that if the garments I currently had at home were not returned in the next 3 days, my card would be charged $134.25 for the garments. By the time I had received this e-mail, I had already put the garments in one of the Gwynnie Bee, pre-paid return bags and sent them back to Gwynnie Bee on 6/**/14. I had also logged onto the site and communicated that they were being returned. I discovered that my card was charged $134.25 on 6/**/14 for the two garments. On 7/*/14, I sent an e-mail to Gwynnie Bee customer service about this, asking that either the garments be returned to me, since I paid for them, or that Gwynnie Bee refund the $134.25 back to my credit card. I did receive a prompt response back from Gwynnie Bee on the same day stating that they would be investigating this with the return team and would refund the entire amount once they had the garments physically at their warehouse. I have not received a follow-up response since, nor has the $134.25 been refunded to my credit card. During my membership with Gwynnie Bee, there was never an issue with my returned garments not making it back to Gwynnie Bee.Desired Settlement: I do not have the garments that I was charged for, so the $134.25 should be refunded back to my credit card.

Consumer

Response:

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

Sincerely,

Review: I signed up for Gwynnie Bee after they begged me to come back and offered me two months free and an upgrade of one item. After my two free months, they suddenly stopped sending me clothes. Now that I was paying for the service, I was getting less than I had been getting when it was free. I was paying for a membership plan that allows me to have 3 garments at a time, and then there was the upgrade so I should have had 4. Yet I only had two, all month. They never sent me an email explaining why I wasn't receiving more garments, and because it was the holiday season and I am disabled, I had enough going on that I didn't notice right away. After things calmed down, I realized they'd never sent me more than those two garments, so I contacted them. The agent was very vague and squirrelly, using a lot of words to distract me from the fact that they were in the wrong. She offered me $20 off my next month. But by this time I knew I didn't want to continue with their service, because they clearly had unethical business practices. I pressed them for a refund, seeing as they had failed to fulfill the contract that ~I~ was paying for. She gave me the same vague lies and prevarications, and then claimed that I need to have 10 requested items in my "closet" in order to receive anything, and that's why I hadn't been sent anything. This is a baldfaced lie, because there were 10 items in my "closet" when I went to the website to figure out why I wasn't receiving anything. At the time she was telling me the lie, there were STILL 10 items in my closet, and they STILL had only mailed one extra item -- THAT DAY, a week after I had sent my original email. She refused to respond to any further emails, and when I received an email from the company asking me to rate the support I had received, I clicked on it right away but it mysteriously said my ticket had been closed so I could not rate my service (or lack thereof). I canceled my membership and sent back the clothes I still had in my possession, but I will not allow this company to continue to prey on customers in this way.Desired Settlement: I want the membership fee for the month that I paid for -- the month where they did not deliver the service they were contracted to deliver. I want a full refund of this amount.

Business

Response:

Complainant [redacted] alleges that she did not receive full service in December and January. However, we have thoroughly investigated Complainant’s account, and all evidence shows this allegation to be false. Complainant was on the 3 items out at a time rental plan, and received a complimentary one item upgrade, taking her plan total to 4 items. Per our Terms of Service, which Complainant agreed to when she signed up on October **, 2014, the items are considered “At Home” until they are delivered to us. In order to speed turnaround times, however, we provide a feature called “Return Notification.” Using this feature, a customer can let us know when they are shipping items back, so we can start preparing a new shipment for them. This feature requires 2 clicks in the customer’s closet page, and we recommend it so members can get the most out of the service. Complainant had regularly used the Return Notification feature throughout the month of November, but for some reason ceased to so after November [redacted], 2014. As we had no notification that the garments were being sent back to us, Complainant’s next shipments were not prepared until we physically received the garments. All shipments were timely made by 3 days after receipt of the returns, as per our standard shipping goal. Any delays in shipping made between the time Complainant sent the garments back and our receipt of them were on the part of the [redacted], likely due to the combination of increased holiday traffic and winter storms. These postal delays would have been mitigated had Complainant continued to use the Return Notification feature, but her choice not to did not result in an interruption of service - indeed, all shipments were timely made. As a courtesy for the perceived delay, a customer service representative offered her a $20 discount on her next month of service. The representative noted in that correspondence that Complainant was at one point below her shipment minimum, and assumed (incorrectly) that may have been the source of delay. On our full investigation, however, we have determined that there was no delay in shipping on our end, and at all times we provided service in a timely fashion as laid out in our Terms. Furthermore, Complainant has improperly retained our garments for more than seven days past her cancellation date. Per our Terms, and as laid out in the cancellation process, customers must either purchase the garments they have at home or return them using the prepaid shipping bags. We encourage members to return the garments soon after cancellation so they will be sure to arrive before the close of the seven day window. Complainant cancelled on January **, 2015, and we received the last of our garments on February [redacted], 2015, 14 days after cancellation. The other garment she had with her at the time of cancellation was returned on February 5th, 12 days after cancellation. Per our Terms, which Complainant agreed to, we have a right to charge Complainant for the replacement value of the garment after the seven day courtesy window has passed. As a courtesy, we did not charge Complainant for the replacement value of the garments while this matter was being resolved. As we provided Complainant full service throughout her membership, and she has received at least 12 extra rental days after cancellation, we will not be able to provide a refund.

Review: I signed up to try their service on 2/**/2015 but suddenly became hospitalized in the ICU and now rehab (continues currently) and have not been able to deal with their products/services. I did not realize that they had been charging my account for hundreds of dollars. I am a disabled person on a fixed income and have problems getting around places outside of home and had assumed their clothing service would be helpful.

I have never received anything from them at all - ever.

As soon as I was capable, I contacted them in the first week of June (over a month ago) and explained the issue and told them to immediately cancel charging and also issue me a full refund for of the charges. They agreed to stop charging and said that they would submit my request for a refund to management.

They have also continued to charge me $86.11 on 6/** without authorization and also have not issued my refund or contacted me about it.

I have not received any goods or services of any kind from them at all and want to terminate my business with them and receive my refund.

Here are the charges and dates from my bank account:

2/**/2015, $ -75.21

3/**/2015, $ -86.11

4/**/2015, $ -86.11

5/**/2015, $ -86.11

6/**/2015, $ -86.11

Total Charges: $419.65Desired Settlement: Refund ALL of the charges they took from me, $419.65.

Business

Response:

Complainant C[redacted] first signed up for the service on 10/**/14, and cancelled days later on 10/**/14. She rejoined on 2/**/15, and has been billed automatically monthly since. When Complainant called our customer service line on 6/*/15, she did not mention anything about her health or personal situation except that she had been moving around a lot so she cannot receive packages easily. The customer service representative explained how she could cancel her account online. Complainant responded that she did not have internet access just then, but that she might cancel sometime "in the next few days." At no point did our customer service representative tell her that the account was cancelled or that it would be cancelled on our end. Further investigation into this matter shows that although she had previously been a member and understood how to cancel, she fundamentally misunderstood how our service works. On July [redacted], she wrote to customer service the following: [redacted]" Another email Complainant sent the same day said the following: [redacted] Gwynnie Bee is a subscription based service, not one where a member prepays to purchase items. Her monthly charge is for membership to a service that allows members to borrow up three items at a time. The normal procedure after joining is filling up one's virtual "closet" with items they would like to receive as part of their subscription. As we ship based on availability and there are no deadlines for members to return the garments, we require a minimum of 8 items in a member's virtual closet to trigger shipment. Complainant has only ever added one garment, despite repeated emails reminding her to add more so she could be shipped. This misunderstanding is a unique one we have not encountered before, so we would like to offer a customized solution to Complainant. Though this is not policy, in consideration of her health issues and as a gesture, we will give her a credit for the months already paid, and stop further charges until that credit is exhausted. We ask that Complainant immediately call in to our customer service line so that one of our representatives can walk her through our process, and help her fill her virtual closet so she can get shipped as soon as possible. -- Sarah R. B[redacted] Gwynnie Bee, Inc.

Review: I took advantage of a 30 day free trial and was not satisfied with the services. I cancelled within the allotted time period but was charged on day 29 of my free trial.Desired Settlement: I would like for the charge to be refunded.

Business

Response:

Complainant [redacted] joined on October [redacted], and cancelled on November [redacted], 30 days later. However, we have since spoken to Complainant, and as a courtesy agreed to refund her once she returned our three items. We received all the items on November [redacted], and we promptly processed the refund on the following business day, November **, 2015.

Review: I signed up for this service at the end of December 2014 as I wanted to rent a dress for my best friend’s wedding. I got a $10 trial and had multiple items shipped to my home in [redacted] for me to try, wear and then either keep and buy it or return it in the pre-paid bag. At the end of my month trial roughly January [redacted], 2015 I sent all the items back and marked it as returned on their website. That same day I dropped the package off at my local post office and canceled my subscription. At this point my responsibility ends and [redacted] is now in charge of ensuring my package gets delivered.

The next thing I know on March *, 2015 my credit card was charged $246. Of course I was shocked and extremely confused as why this is a large amount of money had been debited from my account. I don’t make enough money to afford a hit of that magnitude and had a large car repair coming up on the [redacted] that I had to cancel. I quickly called gwynnie bee and explained the issue to them. The lady I spoke to, [redacted] explained that they had not received the items back and that they did send me an email at the end of February 2015 to let me know. I of course explained to [redacted] that the email I had used was one of my junk email addresses that I don’t frequently check. She told me that had I responded to that email they wouldn’t have charged my credit card. I kindly asked for her to refund me as I did everything in my power to return the items and ensure they got back to them. [redacted] did have her warehouse search for the dresses but nothing turned up. I asked to speak to her supervisor and she said she would speak to upper management and get back to me. Well she got back to me yesterday, Tuesday, March **, 2015 to tell me that they will not be refunding me at all because they claim they haven’t gotten the items back yet.

I am frustrated and upset as I feel $246 was stolen right out of my account without my authorization. I’d really like to get my money back as I had nothing to do with the mail delivery process.Desired Settlement: I'd like my $246 that was stolen out of my account refunded to me.

Business

Response:

Complainant [redacted] cancelled her account on January [redacted], and return notified for all three garments she had at home the same day. Per our Terms of Service, which Complainant agreed to upon joining, all garments must be returned within seven (7) days of cancellation or a customer will be charged for the outstanding garments. As we did not receive the garments within the 7 day grace period, we sent Complainant our standard garment recovery emails on February [redacted] and [redacted], letting her know of the upcoming charges. After notifying her of such and receiving no response, we charged her the $246 value of the three garments outstanding. She contacted us after being charged, and we conducted a thorough internal investigation of the matter, checking for activity on the prepaid return bags sent to Complainant, and re-searching our warehouse for the garments in question. As of March **, 2015, when a customer service followed up with Complainant, there was no evidence that the garments were shipped back to us. As of today, at the completion of another investigation, there is still no evidence that the garments were shipped. All charges were fully authorized, and were done well after the expiration of the grace period - in fact, Complainant was not charged until 42 days after her cancellation. However, we are willing to give Complainant a courtesy refund upon receipt of a sworn affidavit of the details of when and where she shipped the missing garments. We can then pursue this matter with the [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do have a question as to what the business would like included in the letter, I understand time, date, location of where I dropped off the package and this letter then needs to be notarized. Can you please ask if there is anything else they'd like included and where to send the letter.

Sincerely,

While my membership was active, I did not have a problem with this company. It is when I tried to cancel my membership that I encountered problems. They claimed that they never received my cancellation (via their website... convenient excuse that their website was not processing the cancellation). A month goes by, and I'm again charged the monthly fee. When I call to point out that I cancelled my membership and ask for a refund, they refuse to refund me and subsequently fix the oversight which caused my online cancellation to be discarded. I would recommend that if you intend on cancelling their service, you call and get verification that your cancellation went through. Get a screen capture of your cancellation, and record the date, time, and person you spoke with to ensure you do not get ripped off like I did.