Gymboree Corporation

Initial Business Response /* (1000, 8, 2016/01/29) */
Hello [redacted],
Thank you for your email.
We sincerely apologize you had been provided with incorrect information in regards to requesting a reroute on your order. Unfortunately as the order has already delivered, we are unable to request a...

reshipment. We have credited your parcel in full as we understand you did not receive this order. The transaction number for your credit is [redacted]. Please kindly note it can take up to two billing cycles to see the credit reflected into your account depending on your financial institution.
If there is anything else we can assist you with, please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree Customer Care
1-877-449-6932

Hello [redacted],
Thank you for your response and for allowing us the opportunity to further look into this matter.
After further research we were able to locate the email communication to assess and address. At Gymboree, we stand behind the quality of our products and we sincerely apologize you were not made to feel this way upon your initial contact with us.  We would appreciate the ability to send you a $30 Gymboree gift card valid online and in stores as we understand this has been a true inconvenience. We hope this will allow us the opportunity to demonstrate our commitment to providing excellent customer service. Please allow 3-5 business days to receive your gift card via email.
Again we thank you for bringing this matter to our attention. It is through invaluable feedback that we may continue to strive for stellar customer service while offering a unique product for kids and parents to enjoy.
If there is anything else we can assist you with, please do not hesitate to contact us.
Sincerely,
 
[redacted]Gymboree Customer Care[redacted]

In regards to my Revdex.com complaint [redacted], I just received a phone call back from Gymboree with clear direction of what they're doing to rectify the situation.  I believe it's been handled now.  I wish it didn't come to filing a complaint but it seems once I mentioned that to them on the...

phone earlier today, I suddenly started getting people to call me back.  
 
I appreciate your support,
[redacted]

Hello [redacted],
Thank you for your email and for taking the time to contact us at Gymboree Customer Care.
We sincerely apologize for any inconvenience this may have caused. In order to better assist you with your charge please contact us at Gymboree Customer Care at [redacted]. We will need to...

obtain your full credit card number and any additional transaction information you may have. For security purposes please do not respond with this information via email.
We look forward to hearing from you. If there is anything else we may assist you with, please do not hesitate to contact us.
Kindly,
[redacted]Gymboree Customer Care[redacted]

Initial Business Response /* (1000, 5, 2015/12/11) */
Hello [redacted],
Thank you for taking the time to write to us here at Gymboree [redacted] Care.
We sincerely apologize for any inconvenience you have experienced. Unfortunately we were unable to locate a charge or order placed with the ...

information provided. If you are still showing this charge we ask that you call us at [redacted] Service to provide more details so we may further assist you. We also advise that you contact the financial institution that your card is registered with to be sure this card has not been compromised. If there is anything else we can assist you with, please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not being truthful . They charged my credit card with
Visa $400 are are saying they cannot find my order. I never placed an order. They are also lieing about that fact that I should contact my bank when it was my back who caught their unsuccessful attempt at fraud!
Also the cust svc is a fake number
When you call the number they provided in this email inoone answers just a recoding for 90 minutes
Final Business Response /* (4000, 9, 2016/01/04) */
Hello [redacted],
Thank you for your email.
Unfortunately we are still unable to locate any charges with the information you have provided. In order to proceed we encourage you to contact us at [redacted] Service so we may look into this further. Our telephone number is X-XXX-XXX-XXXX and our service hours are M-F 6am-6pm PST, Saturday 7am-3pm PST, and Sunday 8am-4pm PST. Any calls made after this time will receive an automated voice message prompting you to call again during the business hours listed. Again we sincerely apologize for any inconvenience this may have caused. If there is anything else we can assist with please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree [redacted] Care
X-XXX-XXX-XXXX
Final Consumer Response /* (4200, 11, 2016/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are not being truthful . They charged my credit card with
Visa $400 are are saying they cannot find my order. I never placed an order. They are also lieing about that fact that I should contact my bank when it was my back who caught their unsuccessful attempt at fraud!
Also the cust svc is a fake number
When you call the number they provided in this email inoone answers just a recoding for 90 minutes

Complaint: [redacted]I am rejecting this response because: I am not able to replace the order as the funds are not available any longer.  It was through a credit card and not a bank. I was told by your representative to call with the credit card company in pretty much a conference call and they would drop them off. I know it shows on your end that it wasnt processed but on the credit card companies end it is showing otherwise.  Again I can not place the order until the funds are put back on to my credit card. Sincerely,[redacted]

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

Initial Business Response /* (1000, 10, 2015/09/16) */
Hello [redacted],
Thank you for taking the time to write to us at Gymboree [redacted] Care.
We sincerely apologize for any inconvenience you have experienced in regards to your transaction. After researching your transaction internally, we are...

unable to locate any additional charge associated with your purchase made on 7/16/2015. The only way to proceed with further investigation would be to contact our [redacted] Service Department and provide us with your full credit card information. Our [redacted] Service telephone number is X-XXX-XXX-XXXX and we are open Monday - Friday 6:00 AM PST - 6 PM PST, Saturday from 7:00 AM PST - 3:00 PST, and Sunday 8:00 AM PST - 4:00 PM PST. For security purposes please do not provide this sensitive information over the internet.
In the event that you do not wish to provide your credit card number, the only other option to obtain a refund would be to dispute the charges with your financial institution. We have reviewed all transaction for store [redacted] made on 7/16/2015 and were unable to find any other amount charged to your Visa. We sincerely apologize for any inconvenience you have experienced. Please do not hesitate to contact us should you have any questions or concerns.
Thank you,
[redacted]
Gymboree [redacted] Care

Hello.
Thank you for your email. We sincerely apologize for any inconvenience this has caused you. After further research, our records indicate that your order did not successfully submit as the billing address information provided did not match with what the bank has on file. Typically the charges...

will automatically fall off within three to five business days. As we understand this has been a true inconvenience we will be reaching out to your bank with a request to remove pre authorizations from your account. In the past, banks require us to send an official letter in writing. As this letter contains data sensitive information we are only able to fax this information directly to the banks which is why we request the fax number from you. We sincerely apologize for any inconvenience this may have caused you. If you would still like to place your order with us, please call us at [redacted], we may have some options for you. We look forward to hearing from you.

Hello,
 
Thank you for contacting us.
 
Product quality and safety are two of the aspects we value most in our merchandise. On behalf of the Gymboree Corporation, please accept our most sincere apologies regarding the defective shirt. We are more than happy to assist you. Please...

email a picture of the item to [redacted] and kindly include the sku number.
We look forward to hearing from you.
Sincerely,
[redacted]
Gymboree Customer Care
[redacted]Tell us why here...

This customer, [redacted] did receive a refund. It can take up to 2 billing cycles to see this reflected into her account depending on her bank. I’m attaching the receipt below for your reference but there is truly nothing more we can do for her as the  credit has left our account. She had refused to take the transaction number when she called for a status and has spoken with numerous representatives who have told her the same thing.  The credit rang through on our end to the card associated with the order she placed.
 
ONLINE STORE[redacted]------------------------------------------Description      ...⇄ Returned:MISC CUST SERVICE FE              -$28.89[redacted]        TX    -$28.89...⇄ CUST SERVICE FE              -$21.24[redacted]        TX    -$21.24MISC CUST SERVICE FE              -$22.94[redacted]        TX    -$22.94MISC CUST SERVICE FE              -$20.39[redacted]     TX    -$20.39Return Reason: Don't like/wantOriginal purchase date:  Feb 08, 2017Original store:  [redacted]Original transaction:  [redacted]         SubTotal                 -$93.46         Manual Sales Tax 0.446%   -$0.41                  Total                    -$93.87----------------------------...⇄ Code  [redacted] ------------------------------------------Trans No: [redacted]Store No: [redacted]Operator: [redacted]Sales Associate:[redacted]
[redacted]Retail and Play and Music Support
Gymboree Corporation

Initial Business Response /* (1000, 21, 2016/03/08) */
Hello [redacted],
Thank you for your email.
After reviewing your order [redacted] we can confirm you have been provided the correct information in regards to our lost package policy. With the shipping method you have selected, unfortunately a...

trace cannot be submitted to locate the direct route of your parcel. The process to obtain a credit would be to contact the Export Company used on the shipping address of this order and with the bank your credit card is issued through.
However we understand this has been a true inconvenience and would be happy to credit your parcel in full as a one-time courtesy. Depending on your financial institution, please allow up to two billing cycles to see this reflected into your account. Please also kindly note that any future orders would need to be disputed with your credit card company.
Again we thank you for allowing us the opportunity to address your concerns. If there is anything else we can assist you with, please do not hesitate to contact us.
Sincerely,
[redacted]
Crazy 8 Customer Care
[redacted]
Initial Consumer Rebuttal /* (2000, 23, 2016/03/16) */

Initial Business Response /* (1000, 5, 2015/09/13) */
Hello [redacted],
Thank you for taking the time to write to us at Gymboree [redacted] Care.
Our records indicate that your parcel XXXXXXXX was successfully delivered on September 9, 2015. We also see that your duties and taxes have been...

refunded and that you were not charged any shipping fees by Gymboree for this order. We sincerely apologize if these fees were not made clear to you while shopping online with us at www.gymboree.com. As described on our website (on the "International Shipping" page as well as message posted during the checkout process), orders shipping internationally may be charged with additional duties, taxes, and brokerage fees. These customs related charges are typically billed to the recipient of the shipment at time of deliver.
Our carrier advances these charges to the local revenue service and collects it back from the recipient through Canada Post COD service. While the amounts of customs charges vary depending on the order size, ship-to country, the type of merchandise purchased and other factors. Similar charges are expected on your future purchases. (Brokerage fee varies for Express shipments).
In the event that you no longer wish to keep this merchandise please follow the steps below:
To mail in your return, complete the Return Mail Form (on the bottom half of the packing slip), including "Quantity Returned" and "Reason Code" and enclose it with your merchandise. Credits typically post within 1-2 billing cycles. Customers worldwide should use an insured mail service, we cannot be responsible for items which we do not receive. Shipping fees involved in making a return to the Online Store will not be reimbursed. Packages must be returned prepaid; we cannot accept COD deliveries. International customers should contact their local customs office for the return of duties and taxes. Send returns to:
Gymboree Online Store
Attn: Returns
[redacted] XXXXX
Additionally, I understand that this has been an inconvenience to you, and I would like to offer you an exclusive 25% off Shopping Spree Pass [redacted] through January 31, 2016 in store within Canada or online on www.gymboree.com. I trust this will give us another opportunity to show you our excellent service and commitment to [redacted] satisfaction. Please kindly note that this cannot be combined with any other coupon.
The coupon will be mailed to the address associated with your order. Again we sincerely apologize for any inconvenience you have experienced. Should you have any questions or concerns please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree [redacted] Care
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you so much Revdex.com I don't accept this response because still Gymboree is shying away from the fact that their business is misleading and unfair to people like me.
I do not understand what they mean by duties and taxes were returned as nothing was returned to me, I paid $26.54 to Canada post for this package which I have with me sealed just waiting for their response as I have clearly stated that I have no interest in the items.
Now they are requesting I send by secured mail which cost about $40 based on the inquiry made. Gymboree did not send my package by secured mail so why are they requesting I return package by secured mail?
I don't want their 25% shopping spree offer as Gymnoree is not a store I want to ever set my foot in. Not even if I have their offers for free. It is so upsetting that their is no respect for people. Their site is misleading as every disclosure is in fine print such that when making purchases you don't see them. It's a U.S. Site right? When they know they have stores outside of the U.S. Why wasn't the prices boldly indicated in U.S. Dollars? Even small online sites do that talk less Gymboree.
I maintain that I will mail items but Gymboree should be willing to reimburse both custom duty charges and mailing charges.
I am ready to mail items back but they have to assure me of the total refund of my expense.
In the event they refuse to adhere to this, which I see eminent as there seems to be no consideration or care for customers I will accept this as my loss but will ensure others don't go through this same experience. I will take it upon my self to make known to canadians the risk of shopping online with Gymboree. It's not value for money, it's deceptive as you will end up paying more, a clear case of penny wise pounds foolish. I will let them know that turn around times are not truly adhered to, as package will be delivered a month later and [redacted] service is the rudest and poorest ever.
Thank you so much Revdex.com you have been very amazing and I appreciate your effort.
Final Business Response /* (4000, 9, 2015/09/23) */
Hello [redacted],
Thank you for taking the time to respond to us at Gymboree [redacted] Care.
We sincerely apologize for any confusion or inconvenience you have experienced. Unfortunately, we are truly unable to reimburse duties charged on your order as they are not assessed by the Gymboree Corporation. These fees are charged by your local government and any refund requests will need to be addressed by your government.
Additionally, as stated on our gymboree.com International Shipping page: "Prices on gymboree.com are in U.S. dollars and we only accept payment in U.S. dollars." We do our best to achieve transparency with our policies and procedures. We sincerely apologize if this policy was not made clear to you when making a purchase online.
If you do wish to return your parcel please complete the Return Mail Form and enclose it with your merchandise. Credits typically post within 1-2 billing cycles. Shipping fees involved in making a return to the Online Store will not be reimburse. Packages must be returned prepaid we cannot accept COD deliveries.
Please send your return to:
Gymboree Online Store
[redacted] Kids Way
Dixon, CA XXXXX
Should you have any questions please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree [redacted] Care
X-XXX-XXX-XXXX

Hello [redacted],
Thank you for taking the time to contact us at Crazy 8 Customer Care. Our records indicate that your order was successfully delivered to the address you have requested on your order. We can confirm that you have been provided with the correct information in regards to disputing your...

order, however as a one time courtesy we would be happy to resend your pajamas out to you at no additional charge. We ask that you please call us [redacted], reference your customer account number [redacted] and confirm your shipping address as the one you have provided is different than the one submitted on your order. 
Please let us know if there is anything else we can assist you with. 
Kindly, 
[redacted]Crazy 8 Customer Care[redacted]

Initial Business Response /* (1000, 5, 2015/11/06) */
Hello [redacted],
Thank you for taking the time to contact us at Gymboree [redacted] Care.
We sincerely apologize you have not received your order XXXXXXXX. After tracking your order, our records indicate that your parcel delivered at or on...

the mailbox on September 18, 2015 at 12:04pm. The procedure to receive a refund for a lost package is to file a dispute with your financial institution. From there we will work with the bank and the shipping company to investigate the parcel's final destination.
We understand this has been a true inconvenience and would like the opportunity to credit your order as a onetime courtesy. Once the credit has been processed, it should reflect on your statement within 1 - 2 billing cycles depending on your financial institution. Please kindly note that any future orders will need to be disputed with your financial institution.
Should you have any additional questions, please do not hesitate to contact us.
Warmly,
[redacted]
Gymboree [redacted] Care
X-XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for resolving this matter [redacted]. I will notify my financial institution that the credit will be forthcoming.

Initial Business Response /* (1000, 5, 2015/11/20) */
Hello [redacted],
Thank you for your email.
Despite our best efforts and due to a systems error with our technology, customers were able to validate the PJPARTY promo code a day early - the demand was high, and we sold out of all GYMMIES...

available as part of this promotion. As a result, unfortunately we will no longer be hosting the event as planned. We do want to apologize for any inconvenience this has caused. We value your feedback and excitement for this promotion, and will be exploring opportunities to offer similar promotions in the future.
If you have any additional questions, please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree [redacted] Care

Complaint: [redacted]I am rejecting this response because: It does not answer or provide any justification for my compliant. The items are advertised at an additional 50% off and does not state anywhere that the price reflects the 50%. Customers are blind-sighted by fraudulent advertising tactics. Attached is the email correspondence in which [redacted] the customer representative stated the discount reflects the 50%, but the math does not add up. $24.95 with a 50% discount is not $8.00. Sincerely,[redacted]

Initial Business Response /* (1000, 10, 2015/12/30) */
Hello [redacted],
Thank you for your email and your feedback.
We sincerely apologize for any inconvenience you have experienced. Our records indicate that your order XXXXXXXX had over the limit to receive the promotional price for $5...

Gymmies. Though the limit for the promotional price was 10 pairs of Gymmies we will happily honor a price adjustment for the three remaining pairs as a [redacted] courtesy. The price adjustment had been processed on 12/21/2015, please kindly note it can take up to 2 billing cycles to see this reflected onto your account depending on your financial institution. Again we thank you for allowing us the opportunity to address your concerns. If there is anything else we can assist you with, please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree [redacted] Care

Initial Business Response /* (1000, 7, 2015/11/25) */
Hello [redacted],

Thank you for your email.

We sincerely apologize for the less than optimal service you have received when calling into [redacted] Service in regards to your defective item. At Gymboree, we stand behind the quality of our...

products and would greatly appreciate the opportunity to inspect the tights you have purchased. A prepaid mailing label will be mailed to your address for you to return your item to us. Unfortunately we were unable to locate the transaction number associated with the tights you have purchased. We ask that you include this information when mailing over the tights. Once the item is deemed defective, we will credit the item in full to the original form of payment. If the transaction is not able to be located, we will credit the item in full to a merchandise credit.
If there is anything else we can assist you with, please do not hesitate to contact us.
Sincerely,
[redacted]
Gymboree [redacted] Care
X-XXX-XXX-XXXX

Hello [redacted]
Thank you for taking the time to contact us here at Gymboree Customer Care. 
As this location is franchised owned we are unable to further assist you here from Customer Service. We have partnered with our Corporate liaison for Play and Music and they will be in contact with...

you shortly to assist you. If there is anything else we can assist you with, please do not hesitate to contact us. 
Sincerely, 
[redacted]
Gymboree Customer Care
[redacted]