Gwynnie Bee Inc.

Review: I have cancelled my account but continue to be charged.Desired Settlement: I would like a refund.

Business

Response:

Complainant [redacted] signed up for a 30 day free trial on September **, 2014. During her free month, Complainant was given a complimentary seven day extension of her trial period, moving her automatic billing date to October [redacted]. Her card was declined on October [redacted]. On November [redacted], we sent Complainant the following email:“Hey there [redacted],We hope you have enjoyed your Gwynnie Bee experience so far. Unfortunately, when we tried to charge the credit card we have on file for your service, the charge did not go through. In order for us to continue to deliver the Gwynnie Bee service you have come to love, we need you to update your credit card information on your account page. Cheers,The Gwynnie Bee TeamP.S. As always, let us know if you have any questions, comments or feedback. We’re happy to help the best we can.”A second attempt to charge her card for the monthly fee was made on November [redacted], and the card was again declined. On November [redacted], we sent another reminder email:“Hey there [redacted],It looks like you are still enjoying your Gwynnie Bee subscription, which we love to see!But…we’ve tried to charge your card twice with no luck. Please update your credit card information as soon as possible so we can keep serving you. When you do, we’d love it if you could give us a shout to let us know. Until your card is updated, we will not be shipping any garments to you.Cheers!The Gwynnie Bee TeamP.S. As always, let us know if you have any questions, comments or feedback. We’re happy to help the best we can.”On November [redacted], the charge went through, and we resumed shipment to Complainant accordingly. There is no record of Complainant contacting Customer Service at any point: She never replied to the credit card update emails, and there is no record of Complainant canceling through our system. Indeed, Complainant was on notice that her card was going to be charged for her second month of service, as we sent her two emails about the charge. As of today, Complainant’s account is still active. Moreover, Complainant still has three garments at home: Nic + Zoe Tonal Waves Top; Three Dots Eva Slub Sweatshirt; and New Look Floral Printed Peplum Top. The total value for these three garments is $293.75. During the cancellation process, a canceling customer is informed that they must either purchase the items at a discounted price or return all items to us within seven days of cancellation in order to avoid being charged the replacement value of the items. If Complainant completed the cancellation process, she would have been on notice that these items were due back to us long ago. Furthermore, by retaining the items for almost a month now, Complainant has been utilizing our service for its very purpose: To rent 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 $83.35 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.

Consumer

Response:

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

I have returned the clothes but have not received a refund.

Sincerely,

Business

Response:

We have not yet received the outstanding garments (see screenshot of today's status, showing all three garments still at home with Complainant). If Complainant believes they should have been delivered by now, we ask that she provide information about the return shipment, including the tracking number or numbers, as applicable. We look forward to resolving this matter.

Review: I cancelled my subscription as non of the clothes fit me. I returned the clothing in the bag they provided. I am still being billed a monthly charge and they charged me $149.80 for the clothing I returned. I disputed it with my credit card company and they rebilled my card. I do not have these clothes.Desired Settlement: I want this money returned to my card, and I want them to stop billing me for something I was never able to use.

Business

Response:

Complainant [redacted] subscribed to the one-garment-at-a-time service on July **, 2015. At the time of the complaint, Complainant's account was still active, and there were four garments in her At Home section, indicating they were in her possession. Upon receiving her complaint, we investigated to see whether the garments were returned or lost. There has been no activity on any of the unused return bags she was provided, and Complainant stated she returned using one of our blue bags. We also have no record in our system of previous cancellation or an attempt at cancellation. Per our Terms of Service, we do not refund for service used, but as we have been unable to resolve the status of the four garments in Complainant's At-Home session, we are extending her a courtesy refund of $93.63.

Review: After being a member for nearly 2 years, I had to cancel my service due to financial issues. I still had a garment at home when I cancelled. I received an email stating that my credit card was scheduled to be charged the full amount of the garment if I did not send it back and mark it as "on the way" on the website by the next day. The day I received the email, I logged on and marked it as sent and took the garment in the provided packaging directly to my local post office. Several days later, my credit card was charged $89 for the dress that I had sent back almost a week prior. I have contacted customer service several times and they are refusing to refund my money, claiming that they have not received the garment back in their warehouse although it has been approximately 10 days at this point since I shipped it back to them, although they have typically received shipments in 2-3 days in the past.Desired Settlement: I need an immediate refund of the cost of the garment that was taken out although I was NEVER supposed to be charged having marked it was "on the way" before the date that I was told I'd be charged.

Business

Response:

Complainant [redacted] cancelled on June **, 2015. Per our Terms of Service, all outstanding items must be returned within 7 days of cancellation or the customer may be charged. Complainant's 7 day grace period for her outstanding garment thus ended on June **, 2015. We sent her two garment recovery emails over a month later, the first on July ** and the second on July **. Once the garment was processed as returned, we issued Complainant a courtesy refund for the full amount.

Review: as of today i'm fighting for my refund of 1 month fees. I emailed to cancel..got a email saying I should sign on to "my account" and when I did there was no place on the site for me to cancel my membership I even had other people check the site so I emailed them back stating my issue and the rep is stating they are bound to their policy. I emailed them Dec [redacted] 2014 to cancel and still got charged January [redacted] 2015. I believe I should not have been charge for January when I had put in my 1st request beginning of December.Desired Settlement: just to receive my January refund.

Business

Response:

Complainant [redacted] first emailed on December [redacted], 2014, asking to cancel her account. We do not process cancellations via email, so a customer service representative responded with the following the same day: “We hate to see you go and would love to have you back when you are ready in future! If you are sure you would like to cancel at this time just follow these easy steps: 1. Sign in to your account and then click on your name at the top of the page 2. Go down to the section titled Membership Details3. Click on "cancel membership" and complete your cancellation Please let me know if you have any questions, or if there's anything I can do to help!”Complainant responded that she could not find her name, so another customer service representative replied, explaining Complainant could access the cancellation process through the “Your Account” page, walked her through the steps, and asked her to email back if she had any more questions. We received no further response from Complainant until January [redacted], when she again emailed asking to be cancelled. We ended up manually canceling Complainant’s account on her express request, and told her we were looking into a refund on the evening of January [redacted]. She filed this complaint the same day before we could back to her. We were prepared to offer her the requested refund at that time, but upon receipt of the Revdex.com complaint, we launched a full investigation. It it our finding that Complainant was likely logged in to her guest account under a different email address, which is why she could not find her account information. However, we have extended a courtesy refund to her. This refund was processed on January [redacted] (please see attached, for internal use only).

Review: Purchased a tunic which was supposed to include a sash. Wrong sash (not matching) was included. Request to return item was denied: they just offered me 30% off on another purchase. (The garment was on sale--non refundable--but was supposed to include the sash)Desired Settlement: Would like to receive a refund or the proper sash.

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: My account was overdrawn by GwynnieBee and I was unable to get in touch with anyone who could assist me in cancelling my account before the cost was deducted from my account. U recently lost my job and I cannot participate at this time. The [redacted] of August 2015 fell on a Friday and I could not reach customer support before then. I tried calling the following Monday and I still got no response. I spoke with a customer account support who did nothing to assist me. My checking account will now be closed because of this because it will have been negative for well over the 15 days allowed. I was indirectly called a liar by the supervisor because she said that she was not showing that I had called before a few days ago. Duh??! It probably won't show if I NEVER got through to anyone in time. I did not know that I was expected to communicate solely via email. I hate this company and what they did to me. I will never do business again with Gwynnie Bee. I never even wore the garments. I was told by Ms. Crystal E[redacted] that Gwynnie Bee communicates with its customers primarily via email. I was not aware of this when I was trying to call them the from the [redacted] to the [redacted] of September. I was billed on the [redacted]. I will never receive another box because I cancelled my account. I DO NOT WANT ANY MORE BOXES OF CLOTHES. I NEVER got the advertised free trial because they will not refund the money that they took out of my account so I am now paying for a box that I never received.What can you do better????????? Be the type of company that majors in customer satisfaction. Refund my money in time for the bank to revoke the overdraft charges so that my account will remain in good standing and will not be closed. It is NOT my fault that you don't have the resources to fully staff a customer service call center. The Revdex.com and the Federal Trade Commission will hear about this.Desired Settlement: I want the money that they are keeping for a box that I never received promptly refunded back to my account so that I will have the promised advertised "free" trial.

Business

Response:

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.

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. Although I do NOT appreciate the business sullying my character by the way it stated that I wanted a refund because I lost my job. This does not make the company look good to consumers. As I have stated before. Every effort was made to contact the company by phone but all I got was a recording and music that never ended. After holding for more than 5 minutes. I hung up and I did not try to contact them the Labor Day weekend. I am very used to companies who excel in customer service including those who would have refunded me the full $64.00 as a courtesy instead of prorating it down to $38.00 and change which I will accept. Perhaps they can take a message from [redacted], founder of [redacted] Inc., abillion-dollar cosmetics company, makes a similar point, saying, “People aredefinitely a company’s greatest asset. It doesn’t make any difference whetherthe product is cars or cosmetics. A company is only as good as the people itkeeps.”Retrieved June *, 2008, from [redacted]

Sincerely,

Review: I have subscribed to their 10 garment subscription. There are 7 items that they are claiming have not been received back to them so these items are taking up space in my service. I have contacted them many times regarding this situation and their answer is that without proof that these items have been lost in the mail, I am out of luck. How am I supposed to prove that when all the tracking and shipping is on their end? I feel that I am most definitely not receiving the service that I am paying $159 a month for. When there is full service this is worth my money, right now I am being ripped off. I am not going to continue paying for items I returned months ago!Desired Settlement: I want them to acknowledge that the items are lost and take them out of my closet space.

Business

Response:

We investigated [redacted]'s missing garments, working with her to retrace the steps of where they went missing to file with the [redacted]. With the new information, we have filed a claim with the [redacted] and removed the outstanding garments from her "At-Home" section so they cannot affect her service, which has been restored.

Consumer

Response:

Gwynnie Bee was extremely helpful and resolved the situation very well after I made this complaint. I will be continuing with their service at this time.

Sincerely,

Review: I signed up for a free one month trial with this clothing rentalcompany and never received any further correspondence. I thought there was an issue with my computer not processing the form.

They charged my credit card for six months over 80 dollars a month for clothing service I never used. All their emails went to spam. I never opened them or visited their site. I never chose any clothing or had anything sent to me. When I noticed the charges totalling over $500.00, I requested a refund as was told it was against their policy. They offered me 50 percent off of my next three months if I signed up again.Desired Settlement: I want my money back.

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,

PS I am assuming they are going to follow through with their promise to refund my money.

Review: They are still billing cards, but not shipping orders. Their service is over $100 per month, yet nothing is received. Their site says they ship within 2 - 3 days, but this is false. I have only received ONE shipment. The first item I purchased on 6/**. Nothing has replaced it 7 days later. That is 168 hours and counting. The second item was returned and received on 6/**. Still nothing has replaced it. They haven't even shown me what they plan to send me, and I assume it's because they aren't shipping anything.

They gave me a free garment upgrade for two weeks, but what good does that do me when no garments are being shipped. They have not assisted with any further attempts at resolution. This is very frustrating.Desired Settlement: I would like them to fulfill their side of the agreement. I give money, they give me a product as advertised.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Gwynnie Bee Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: On October [redacted], 2014 I contacted Gwynnie Bee customer service because I noticed a discrepancy on my account. Ten days prior I had returned two dresses, but they still showed on my account as if I had them. These items were returned at my [redacted] in [redacted], CA. And I utilized the postage paid bags that Gwynnie Bee provided, and I have successfully returned many items to them. They responded saying that they would resolve the issue. Two months later they still had not resolved the issue, so I contacted them again. Again they responded that it will be resolved, and I let them know where I dropped off the package and when. In December I cancelled my service with them, since I was not satisfied with the service (received incorrect and damaged items). The issue of the returned dresses was still not resolved and they stated that they would be charging me for them. I explained that I had returned them in October and contacted customer service. They assured me that I would not be charged for the dresses.

Today I received an email from Gwynnie Bee stating that they will be charging me $150 for the "unreturned" dresses. I have now spent a total of at least 12 hours trying to resolve this issue with them, and I believe that I should not be charged. I always returned items before the time allotted and I contacted them when an issue came up. They have ignored the issue and now they want to charge me.Desired Settlement: I expect that they not charge me for the dresses I returned in October of 2014. I also expect fair compensation for my time and energy in attempt to resolve this issue.

Business

Response:

Complainant [redacted] cancelled her account on December [redacted], 2014. Per our Terms of Service, and as detailed in the cancellation process, canceling members with garments at home can either purchase the garments for a discounted price, or must return them to us within seven days of cancellation. We recommend that customers mail garments back with our prepaid shipping labels as soon as possible after cancellation to make sure they get back to us within the seven day window. At the time of cancellation, three garments were shown with Complainant. We received one garment (the Three Dots Brushed Sweater Crewneck Dress) 12 days after her cancellation. Per our terms, we would have been able to charge her for the replacement value of this garment after 7 days, but we did not as a courtesy to her. At all times we have handled Complainant's account in good faith. As for the missing garments at issue, we have investigated the other two garments through [redacted] and our internal system. We can find no indication that the garments were shipped, but at this point, we are willing to close the matter and stop all future charges for these garments to Complainant. We simply ask that Complainant send us a sworn statement of the details of her shipment for our file, as we will attempt to pursue this further with [redacted] claims.

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:

They are not addressing the fact that I had notified them about the two dresses that I had already returned and were still showing on my account back in October of 2014. I sent them the information about when and where I dropped them off for return (using the labeled blue bag they provided) at least three times. They failed to follow up and resolve the matter. The last dress I sent back was sent back within the seven day window, their statement of me taking 12 days to return it is false. I understand if they did record the dress as returned until 12 days later if they are including weekends and holidays as "days" after I dropped it for return. The business is not acknowledging their responsibility in the matter of the returned dresses. Their response has been to harass me and threaten to charge me for their mistake. This has caused me stress and time. Their response adds insult to injury.

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

Sincerely,

Business

Response:

Investigating cases where a package was apparently lost sometime before entering the [redacted]'s tracking service can be a lengthy process, and in Complainant's case, was unfortunately inconclusive. The ongoing nature of the investigation should have been better communicated to Complainant while it was being investigated, and we sincerely apologize for that oversight. As noted in our first reply, Complainant has not been charged, and will not be. In addition to waiving the recovery amount, we are willing to waive the requirement of the sworn statement in consideration of the time already spent on the matter.

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: Items were returned to Gwynnie Bee in their prepaid shipping bag and after I cancelled my account, they claimed that I had not returned my items and proceeded to charge my bank account.

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 downgraded my service to 1 garment per time. Then I cancelled however they billed for the 1 garment (23.17) plus the original of amount of (83. 19). They did not have authorization from me to bill either amount as I cancelled their service.Desired Settlement: Refund my 106.36 immediately. That is a large chunk of my income that they have taken without permission.

Business

Response:

Complainant [redacted] signed up for a subscription on September **, 2015, and was first billed one month later (October **, 2015) upon the expiration of her free trial, per the monthly billing plan she signed up for. We do not typically offer refunds, but as Complainant cancelled on the day of her billing date, and promptly returned all items she had at home within the 7 day return period, we have already refunded her as a courtesy. The refund was processed on October **, 2015 for the cost of both the subscription price of $83.19 and the paid item upgrade of $23.17, for a total of $106.36.

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 cancelled Gwynnie Bee's service in October and sent back the clothing that I had in my possession. All the sudden in March I was billed $684.16. I disputed with my credit card because I thought the charges were fraudulent. My card company reached out to Gwynnie Bee and they sent them something saying that I never cancelled. I have the e-mail where I spoke to customer service and cancelled and I also am fairly certain I cancelled it within my account online. It seems many people have had trouble with their cancellations actually going through. In March I was billed for 8 months of this service that was cancelled last year in October and not being utilized. I didn't receive any correspondence that would have let me know that this was still active. I didn't receive an e-mail that there was a problem billing my card or to contact them or anything that would have let me know that the cancellation didn't go through until my card was charged. I have spent hours on the phone and going back and forth with e-mails trying to get it resolved but it's still not resolved. I feel like I am getting the run around and waiting for some imaginary team that I can't speak with. The customer service leaves much to be desired.Desired Settlement: I would like a refund issued to my card in the amount of $684.16 and $85.52 as my service was cancelled.

Consumer

Response:

After much time and back and forth I agreed to a settlement. 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, [redacted]

I signed up for Gwynnie Bee Service March [redacted] I signed up for the service because I had no money and I was in immediate need of work clothes for my brand job, I did receive a free 30 day trial.
During the 30day trial period I received a total of 15 Garments, out of the 15 I liked and purchased 2 dresses.
All of the items were shipped using 2 day shipping service, once you notify them on the site that you're returning garments they shipped different garments within 24 hours from me notifying them of the return.
Although all of the items I received were of decent quality, appeared clean and in very gently used or in like new condition, and were made with no iron wrinkle free material, and at first many of the garments were just not a good fit for my Ice Cream Cone shape or the style of the clothing did not look right on me and you cannot choose the exact order items in your closet are sent out to you.
Because of those issues I decided to cancel the service, and soon after cancelling I received a confirmation email confirming the cancellation, and advising that I had I think a week to return all unwanted garments or my card would be charged for the garments, the items were already in the mail so I wasn't worried about the due date at first.
However after reading some of the reviews, I decided to call Customer Service to confirm that my card will not be billed. I spoke to a very nice Rep who assured me that my card will not be billed because she was able to track my shipment and seen that it was on the way. The rep asked me why I was canceling and I advised her of my issues with the Company.
The Rep connected me with a stylist who made good recommendations for my body type, the Rep also set me up with a preference closet where certain garments in my closet have top priority, oh and the rep offered me a free garment upgrade.
I did restore my service online. I had to re-enter all my information into their system because everything except for my closet was deleted
I am now a happy Gwynnie Customer now that I know my size in most of their brands, and I now know what to wear to compliment my Ice Cream cone shape. Thanks Gwynnie Bee!

Review: I was promised a free garment upgrade for the month of November, when that promise was not fulfilled I placed a call to customer service, and was told the garment upgrade for the month of November would not be effective until November [redacted]. I asked to speak with the complaint dept and was told there was not one, and that a refund would not be possible. I have not yet received any garments this month, and would be more than happy to refuse any packages I receive so the refund can be processed. I have also returned all garments that were sent to me in the previous month. Gwynnie Bee shoes that everything has been received.Desired Settlement: I would like $37.89 to be refunded to me.

Business

Response:

Complainant [redacted] is referring to a complimentary upgrade for an extra garment for one month that we offered to our membership base. This free perk was intended as a surprise “thank you” gesture of appreciation for the entire membership. In order to prevent increased demand so great that we could not provide inventory to all members, we staggered the dates of the upgrades, and informed members that they would receive the upgrade starting on their billing date in either September, October, or November. Members were chosen randomly, to ensure fairness to all, and informed well in advance of the month when they would be provided the upgrade. All upgrades were to coexist with their membership month. Complainant’s billing date is the [redacted], so her complimentary upgrade was to start on November [redacted]. When Complainant contacted customer service on November [redacted], our customer service representative cleared up the confusion, pointing to the email stating “Expect your 30 day free garment upgrade to start on your November billing date.” Complainant was still dissatisfied, and our customer service representative placed a 7 day garment upgrade on her account as a further gesture. Complainant is an active member that has accepted our shipments to her (most recently, the Style & Co. Faux Leather Trim Houndstooth Top, shipped on December [redacted]; and the Style & Co. Short Sleeve Printed Button Top, shipped December [redacted]), and has closeted garments as recently as December [redacted]. She currently utilizing the 30 day free one garment upgrade, and has two garments at home. If Complainant was dissatisfied with the service, she was free to cancel at any time, but it appears that she has decided to stay on as a member. We aim to resolve all issues in good faith, so please let us know if additional action is required.

Review: Gwynnie Bee has charged my joint checking account multiple times despite requests to have these charges stopped. Gwynnie Bee has revolved the recurring charges but one refund of approximately $84 is outstanding. My bank, USAA, has intervened multiple times on our behalf and provided credits for two out of three charges. I had a dispute open for the third one but I cancelled it at Gwynnie Bee's request so they can process the transaction. However Gwynnie Bee states that it cannot process the refund despite my request to USAA to have the dispute stopped.Desired Settlement: A fund of approximately $84 for the outstanding refund that Gwynnie Bee owes me.

Business

Response:

Complainant Sterling Whitehead requested a chargeback on the monthly subscription charges for his wife's second Gwynnie Bee account. As of the time of the complaint, the chargeback referenced in his complaint was still showing as pending. As previously noted to Complainant by our customer service department, we cannot issue a refund if the chargeback is pending, as that would result in us doubly refunding the customer if the bank accepted it. As a courtesy for any inconvenience, we'd be happy to process a refund for this final amount if the chargeback has been denied. We'd simply ask Complainant to provide documentation from the bank evidencing such.

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 refunds have been processed to my satisfaction in interactions between myself and [redacted] customer service.

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

Sincerely,

Review: I opened an account for myself with Gwynnie Bee back in November of 2014. I loved the dresses, raved about the service, and told everyone I knew about their program.

Unfortunately, due to financial reasons, I had to cancel my account in January 2015. Per their terms, there was no contract, and this was acceptable.

When I cancelled my account, I had one dress out at that time (at the time, I believe it was valued at $78). I loved the dress, and was fully prepared to just let the company charge me for the dress, as I was closing my account.

To date, I have not attempted to use this account at ALL since canceling (as I thought the account was closed), and I’m sure the company keeps accurate records to prove this.

Sidenote: in July 2015, I opened a free trial for my daughter to try the services. Within a couple weeks, I received an email from someone at GB telling me that they can only honor one free trial for me, and I had already received one with my previous account. However, upon receiving my explanation that this account was for my daughter, the representative emailed me back and told me that everything was fine, and they would take the hold off the account. I have email conversations to this effect to prove this conversation. This free trial was closed in August, as shipping times were very slow, and she was only able to try two different dresses over the course of the 30 day trial, which was unacceptable. She decided this service was not a good value for her, and we closed the account.

However, on October 25th, I received a miscellaneous charge of $413.93 from Gwynnie Bee. Thinking this would be simple to correct, I emailed them to let them know of this mistake. My daughter informed me that she still had two dresses in her room, but we promptly sent them back, thinking this was the charge for those two items.

After the company researched the situation (and after being promised by two different reps that the refund was being processed and would be mailed to me in check form, as the previous debit card was no longer available), another response was sent – that this $413 charge was actually for my original account in 2014, for eleven months of service. Eleven months - from January to November of 2015, during which time I never used the account, as I thought it had been fully cancelled.

At this point, I still felt this situation would be easily fixed when I called in to customer service to explain what had happened.

I spoke with a representative named Crystal, who explained the situation to me again, and I explained that the account was definitely closed back in January, and there was no need for the eleven months of charges.

She assured me that if the account was closed, they received no record of this, and walked me through closing the account online from my personal computer.

I never once attempted to use this account, in eleven months, and at this point, the dress I should have been charged to purchase back in January was now only worth $53. I told Crystal I was glad to either return the dress, or pay the original amount for the dress (something like $78 I believe). She agreed with me that there is no way I should have to pay $413 for a $53 dress- that is obviously asinine to anyone.

Crystal proceeded to check with her management team about this situation, but did not return my call by the time specified, so I called back the next day. I was assured the situation would be resolved the same day. I received a call from Crystal, telling me she did not yet have an answer, but would by Wednesday morning. I waited until Wednesday afternoon to call back, and eventually spoke to her. She informed me that her management team would be willing to refund me only one month of service ($37), if I returned the dress asap. I told Crystal that this was not the proper resolution, so she told me she would try again. She called back an hour later and told me the answer was still no. I urged her to let management know that this was completely unacceptable, and that I would have to take further measures if they refused to refund my money.

She told me she would call be back by the end of Wednesday or at the latest, Thursday.

When I received no call back Thursday, I called Friday morning, only to be told she would be calling me later. I received a call in the 4pm EST hour telling me that her manager was not changing their mind, and that they could offer me a $37 refund if I would accept it. I declined, thanked Crystal for her time and communication through all of this, and assured her that I would need to take further, more time-consuming measures to get my money back.

The part about this that really, really bothers me is when I was contacted in July about my daughter’s account, why was it never mentioned “Well, the account that received the previous free trial is still open, and you don’t appear to be using it, so why don’t you use it for your daughter?” This whole situation could have been resolved in half the time, letting me accrue only HALF of the erroneous charges presented, if the representative who ruined my daughter’s free trial experience would have thoroughly done their job, in a manner that not only protected the company, but me, the customer, as well.Desired Settlement: I would like the unauthorized charge of $413 to be refunded to me as soon as possible,.

I am willing to pay for the $53 dress, or I am willing to return it, but the remainder of the $413 should be refunded to me in the form of a check, as I had my debit card closed so no further charges could be charged to it.

Business

Response:

Complainant Sarah Stepp signed up for our one-item clothing subscription program on 7/**/14. This plan allows a member to pay a flat monthly fee to rent one item of clothing at a time. Complainant could receive and return the one item allotted as many times as she wished while she was a member in good standing.On 9/**/14, Complainant’s credit card failed to go through. This happened again on 12/**/14. After notifying Complainant of this, she informed us she updated her information, but the card still failed to go through. We notified Complainant on 1/**/15 that she was 30 days past due and still had one of our garments in her possession. In the interim, we tried but were not able to get the pertinent information from Complainant to resolve this issue. Complainant cancelled her service online on 11/*/15, and contacted us on 11/*/15. Because Complainant had a garment in her possession the entire time she was subscribed, she was indeed utilizing our service for its exact purpose – renting out clothing with a one item at a time subscription plan. Per her own emails, Complainant has yet to return this item to us. However, as a courtesy, we have refunded Complainant the entire contested amount. All charges were authorized and consistent with our terms, but as there was more back and forth on resolving her concern than we aim for, we have extended this refund as a gesture. We ask that Complainant please return the outstanding garment to us as soon as possible, as her account is cancelled and it is our property.

Consumer

Response:

Thank you for your help with this matter.The company has, in fact, refunded the full amount, but let it be known that the sequence of events stated by them is not correct. I canceled the account back in January of 2014, and called in on 11/2 to ask about the erroneous charge of $413. Upon inquiring, the customer service representative informed me that my account was not canceled, "so why don't we go ahead and take care of that?" Over the next week, I contacted them several times in regards to getting my money refunded properly. I DID have a dress that wasn't returned - I assumed when I closed the account in January that they would charge me for it - not wait 11 months to charge me for 11 months of service - the dress was only worth $59 - NOT $413. The service rep named Crystal was very polite and made every attempt to help me through the issue, though in the end, her manager was unwilling to refund my money. At that point, I filed disputes with the Revdex.com of NY and Ohio, filed with the Attorney Generals of NY and Ohio, as well as a couple other business organizations in New York. The way this was handled was not at all fair or good, and I believe it only right that anyone who would like to review the company on the Revdex.com's website should be aware of the grief this has caused our family. A debit of $413, out of the blue, with no notice whatsoever, caused us a bounced mortgage payment, as well as fees from our bank and the mortgage-holding bank. I will definitely be returning the dress as soon as we are home after the holidays, and will unfortunately not be able to speak highly of the company to anyone who asks about my experience.

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

Sincerely,

Review: On Nov. [redacted] 2014 I cancelled my Gwynnie Bee membership (the pay period ended on Nov.[redacted]). The site instructed me to return all items by Dec [redacted]. I also took their survey to cancel membership and completed the form by hitting submit. The page loaded stating that I had cancelled. On Dec. [redacted] I checked my online banking and Gwynnie Bee had taken $83.74 out of my bank account on (Nov [redacted]). When I checked the site, my account was no longer canceled. I called their customer service w. my concern. I spoke with [redacted] the [redacted] of customer service. She stated that the terms of service did not give refunds but she would consult her "team". She stated on the phone that because there was an error and I obviously knew what the cancelation screens looked like that I would receive a refund. She instructed me to re-cancel the account. I went through the process a second time. Days passed and [redacted] did not get back to me. I called customer service again, after several tries I reached [redacted] again. She left a message on my voicemail stating that my request for a refund was denied, however, they were reopening my account "free" for the month. I do not want my account reopened. I called customer service again stopped them from reopening my account.Desired Settlement: I would like the refund of the $83.74. My account was cancelled on Nov. [redacted]. There was no reason for the company to charge my account.

Business

Response:

Complainant [redacted] asserts that she first tried to cancel on November **, 2014. There is no record of a cancellation in our system on that date. Moreover, per our terms of service, we are permitted to charge for the recovery value of any garments at home with the member if they 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 of this if she completed the process as claimed. Complainant, however, did not return our garments within 7 days of the reported cancellation date: We received four garments from Complainant on December [redacted], and two more on December [redacted]. Arguably, Complainant was utilizing our service for its very purpose in that 19 day period - renting clothing. Despite using the service well past her reported cancellation date and the 7 day grace period, we offered Complainant a full month credit for service. She did not find this compromise satisfactory, and filed this complaint before we had a chance to reach out to her again. We were at all times within our terms, but as it seems there was some confusion during the cancellation discussions, we were prepared to offer her a refund once our garments were returned. Once the complaint was filed, I was advised by the Revdex.com to proceed through the Revdex.com's official channels. As a gesture of good faith, now that all of our property has been returned, we will extend that offer of a refund to Complainant, in the amount of $83.74 (the monthly rental fee).

Review: I cancelled my service last fall, the company claims I did not. However my real issue is that when I logged back in to re start my service I authorized a 99 Dollar charge. Imagine my surprise when I went to the ATM a few hours later and realized they had charged almost 1200. I had never received a bill or anything for that amount in the last year The company refunded 465 but refused to do anything further. This has caused horrible financial stress as I can now not pay rent etc. I feel this was a horrible and avoidable situation. To me this was an unauthorized charge.Desired Settlement: Ultimately I would like a refund of the entire amount, minus the 99'i agreed to be charged.

Business

Response:

Complainant [redacted] subscribed to the service on the 5 item plan on January **, 2014, and continued active use (receiving and returning garments) until September *, 2014. Complainant's card was declined for the monthly subscription price on September *, 2014, so she received no further shipments after that date. Complainant still had four garments at home, however, with a total retail value of $557. Once her card was declined, Complainant received numerous emails asking her to update her billing information so she could be shipped again. She was thus on notice that her account was not cancelled. When she logged in and updated her card information on July **, 2015, she was automatically charged for the back due amount for the service. She contacted customer service and our manager worked with her to come to a compromise: Though she was subscribed to the five item plan and had four items at home for the entirety of the time she was past due (using the service for its very purpose - garment rental), we instead billed her for a two item plan, and refunded the difference of $469.04. Complainant accepted the refund with the below message and feedback on the customer service ticket:Message: "Thank you, I appreciate your effort on all of this."Feedback: "While everyone was super friendly the resolution is beyond unsatisfactory. I'm sure I'm viewed as a "bad customer" but an unauthorized charge for almost 1200 is completely unacceptable, and caused a financial hardship that I will be dealing with for months if not years to come. This is not in response to the items listed below but a larger issue!"We certainly do not want to cause financial hardship for our customers, but the charge for the past due membership charges was completely authorized. When customers join, they agree to terms of service that state they will be billed monthly unless they cancel, and that they must return all property to us promptly after cancellation or they will be charged for its value. We worked with Complainant in good faith to reduce the total charge significantly, despite having garments out the entire time she as past due. Indeed, had Complainant completed the cancellation process, she would have been on notice that she had a seven (7) day grace period to return the four items she still had at home. Had she cancelled and retained the garments, she would have been charged $557. After the courtesy refund of $469.04 (which has already been made), the amount Complainant is disputing is $625.60. If Complainant did not cancel, she would be properly liable for the full amount for back charges. As a gesture, if Complainant chooses, we can honor the purported date of cancellation and offer an additional refund of $68.60, which would bring Complainant to the same position she would have been if she cancelled as she had claimed (a total charge of $557 for the outstanding garments).

Consumer

Response:

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

Sincerely,

Review: On 12/**, I created an account with email. I had a previous account with Gwynnie Bee with email, that I had cancelled due to not wanting to pay $99 a month to rent clothing items. Gwynnie Bee Shop offered clothing items for purchase at discounted cost, so I decided to create a new account, with a more frequently used email to purchase clothing as needed, instead of renting. I received both confirmation of a new account created and confirmation of order #[redacted] on 12/** for the amount of $183.70. I received this exact email:

From: [redacted] on 12/**/2014 @ 2:09pm

Thanks for your order! We're always delighted when our garments find a loving home. Your order will be processed within 24 hours, then shipped with the next rental shipment.

Order Details: Date 12/**/2014

1x Animal Printed Shift Dress - 16 for $20.00 each 1x V-neck Shirred Shoulder Dress In Vivid Blue Stripe - 2X for $20.00 each 1x Geometric Printed Cascade Dress - 16 for $20.00 each 1x Shirred Surplice Dress In Green Apple Shadow Dots - 2X for $20.00 each 1x Rose Floral Printed Cascade Dress - 16 for $20.00 each 1x Mini Animal Print Blouse - 16 for $17.10 each 1x Fancy Dot Printed Bow Tie Top - 16 for $15.00 each 1x Peter Pan Collar Top In Animal Print - 2X for $11.70 each 1x Mini Animal Printed Bow Tie Top - 16 for $15.00 each 1x Drama Woven Mix Top In Black - 16 for $10.20 each 1x Ruffle Tank Tunic - 2X for $14.70 each

Total : $183.70 USD

Cheers!

The Gwynnie Bee Team

P.S. As always, let us know if you have any questions, comments or feedback. We’re happy to help the best we can.

I also received this email to confirm the creation of a new account:

Welcome to Gwynnie Bee Shop

2nd email:

Welcome to the brand new GWYNNIE BEE SHOP! You’ve successfully activated your account here, and are all set to get started.

How the Gwynnie Bee Shop works

• Browse by preferred brand, garment name or size.

• It’s a retail shop, so add the garment(s) of your choice to your cart

• Start your checkout process by going to your cart.

• Enter your preferred credit card and the corresponding billing address details for purchase.

• Your order will processed in about 24 hours.

• Once your order is processed, your garment will be shipped in your next rental shipment.

To learn more, check out our HOW IT WORKS or FAQ page. Feel free to reach out with any other questions. Otherwise…happy browsing!

Cheers! [redacted] Copyright © 2013 Gwynnie Bee. All rights reserved.

I never received any items via mail or any further communication regarding the shipping of the items. I emailed [redacted] on 1/*/15 for an order update, and I also called. I spoke to [redacted], who informed me that I did not have an account on file and the order number did not exist. My [redacted] Checking account was deducted on 12/**/14 for $183.70:

12/**/2014 POS PURCH - [redacted] US $ -183.70

I communicated with [redacted] for days, and she assured me that she was investigating this matter. [redacted] informed me on January **, 2015 that she was still working on an order that was created and paid for on 12/**/2014. I decided that I would create another account in the meantime, due to the thought that this was an error on 1/**/2015. I was immediately contacted by [redacted] who asked if I would like to cancel the account, since I had already received a discounted 1st month of service previously. Now my account had been deducted $10.64 on 1/**/2015- no refund processed and still no update on order #[redacted] from 12/**/2014, but an email asking to pay more for reinstating my account.

At this point, today on 1/**/2015- I requested, via email, all funds to be returned to me and all accounts cancelled. Gwynnie Bee has not returned any of my communications since 1/**/2015. I want to report this company for taking customer funds and not rendering services or a refund in a reasonable amount of time. Gwynnie Bee owes me a total of $194.34.Desired Settlement: I want to be refunded the $194.34 I have paid Gwynnie Bee in a timely manner 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,