ModCloth, Inc.

Initial Business Response /* (1000, 9, 2014/12/30) */
December 30,
***
Revdex.com of the Golden Gate and Northern California
Broadway, Suite
Oakland CA XXXXX
RE: Complaint # XXXXXXXX
Dear Ms***,
I have received the complaint that was submitted
to you by Ms*** on December 4, regarding her attempted order
Ms*** placed an order on November 16th for $for the That's Fur Sure jacketOn December 8th, we cancelled her order as we were unable to locate the jacket to shipShe contacted us on November 24th, 25th, 28th and December 2nd, 11th and 17th to try to find the status of her order and to express her dissatisfaction with her experienceAll transcripts are included below
When Ms*** placed her order, our digital inventory system stated that there was a jacket available for purchaseHowever, when our fulfillment team went to pack and ship her order, the coat was physically nowhere to be foundWhen our shipping team is unable to find an item, they hand the order over to our Inventory Exceptions department who then search the fulfilment center for the itemThis whole process typically takes business days from when an order has been placed to be resolvedHowever, due to an unusually high number of orders from the holidays, we did not investigate this order until later than usualDuring this time period, there is little information that our Customer Care team can provide until the order is resolved by our Inventory Exceptions departmentWe were in no way attempting to give Ms*** the runaround but rather were trying to prevent any misinformation
We do not capture funds for an order until it ships and the hold was removed from her PayPal account on December 8thAs an apology, we sent her a coupon for 10% off her next order plus free shipping and a 20% off couponI have since personally searched our warehouse in hopes of locating this jacket and we do not have itAs such, we have also provided her with the vendor information in hopes of helping her find this jacket from another retailer
I do sincerely apologize that we did not have the jacket to send and were unable to provide further clarity when Ms*** contacted usHer order has since been cancelled and we have not collected any funds for this orderWe do regret the negative experienceIf you need any additional information regarding this matter, or have any questions, please let me know
Sincerely,
***
Customer Care Shift Manager
ModCloth.com
Initial Consumer Rebuttal /* (3000, 11, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company should NEVER sell merchandise that they do not physically have in their inventoryI will not be satisfied with this company nor will I ever remove my complaint against this company unless they provide me with the jacket that I ordered and that they said they had at the time that I ordered it!! For them to send me 10% off coupons in hopes that I will purchase even more merchandise from them is not only humiliating but insulting to me!!
Final Business Response /* (4000, 13, 2015/01/15) */
Ms***,
We received the follow up complaint filed by Ms*** on January 7th regarding order #XXXXXXXXModCloth Customer Care Manager personally searched our fulfillment center for the That's Fur Sure Jacket and, sadly, we no longer carryAs result, we are unable to send it to Ms***We provided Ms*** with a coupon as a show of our good intentions and as well as an apology for the inconvenience caused by this entire situation since we were unable to fulfill the orderWe did not intend for this to be insulting and apologize that it was perceived this way
It was not our intention to allow Ms*** to order a product that was not available and to the best of knowledge, at the time of purchase, this jacket was in stockOversales can occur if multiple customers place an order within a few seconds of each other for the same low stock product and sadly this appears to be the caseThe moment an oversale is identified, we do our best to contact the customer and offer an apology
While we no longer carry this product, and are unable to send it to Ms***, I was able to locate this jacket with multiple other online retailersI am *** to provide further information to Ms***, upon request, if she is interested in purchasing this through another companyShe is welcome to email us at ***@modcloth.com and address the subject line to *** M and I will follow up with the retailer informationPlease note, are not able to speak to the product stock of another company but are *** to assist Ms*** in finding this jacket elsewhere
I sincerely apologize for the frustration and disappointment this has caused Ms***At this time, we have tried our best to help Ms*** and to come to a solution that is best for her and within our powerPlease let me know if any additional information is needed regarding this matter, or if there are any questions
Best,
*** ***
Customer Care Shift Manager
ModCloth.com
Final Consumer Response /* (4200, 15, 2015/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Modcloth has already told me before of "possible" other places they say "offer this jacket"I checked with every single one of the places they suggested and not one of the companies had the jacket!!! This is just another ploy by Modcloth to try to pacify you and to get me to drop this complaint! It isn't working Modcloth!!
What angers me the most is that Modcloth NEVER once attempted to contact me to tell me that they did not have the jackeFor them to say the following: "Oversales can occur if multiple customers place an order within a few seconds of each other for the same low stock product and sadly this appears to be the caseThe moment an oversale is identified, we do our best to contact the customer and offer an apology.".....is a BOLDFACE LIE!! I contacted them repeatedly trying to find out where my jacket was and when they were planning on shipping it to me only to be given the run-a-round time and time again to each and every one of my attempts to contact them! Not ONCE did Modcloth ever attempt to call, write or email me regarding this order!!! I cannot believe they would lie to you and to me like this! They obviously think this matter is a joke to them and that the Revdex.com is also a joke to them as well
And this is the type of company the Revdex.com gives an A+ rating to? Please, this is ridiculous to deceive the public this way!!

I'm glad I took the chance after reading the negative reviews I was Leary on orderingI ordered tunics, on 7/13/2018, and received them 7/20/They seen to be really good qualityAnd I love the colorsPerfect and just what I expectedNo problems paying through PayPalAnd got free shippingI just ordered a dress and another top

Initial Business Response /* (1000, 5, 2015/05/17) */
Dear Ms***,
We have received the complaint submitted by *** *** on May 8th, regarding her requested product exchange with ModCloth.comThe order in question, #XXXXXXX, was originally placed July 18th, The exchange
request was processed by our Returns Team on August 11th, as a store credit refund in the amount of $(the total cost of the item plus a $bonus)The refund took place as result of the requested size being out of stock at the time of processing
Ms*** reached out to ModCloth Customer Care via phone on May 7th, During this phone call, Ms*** spoke with *** Land expressed that she wished for the refund for the unfulfilled exchange to be credited to her PayPal account, not store credit*** Llet Ms*** know that the order was months old, and outside of our system's adjustment window*** Lalso let Ms*** know that we did not have the ability to reverse refunds that have already been processed, due to system limitationsShortly after, Ms*** hung up on the advocate
In an attempt to show good intentions, ModCloth is electing to process a refund in the amount of $to Ms***'s PayPal account, her original payment methodBecause of the aforementioned system limitations, we will not be removing the $that was added to Ms***'s available store creditWe are hoping that this credit serves as an adequate apology for the inconvenience that Ms*** has experienced from our inability to fulfill her requested exchangeWe hope that she will consider shopping with ModCloth again in the future
If you need additional information regarding this matter, or have any questions, please let me know
*** ***
Customer Care Shift Lead
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/29) */
Dear Ms***
We have received the complaint filed by Ms*** on July 28th, In the complaint, Ms*** states that she purchased gift certificates online from a third party site that was unrelated to ModClothThe
credits that were purchased by Ms*** were part of a promotional program called Share the Love in which current ModCloth customers could refer their friends and family for bonus store credit that could be used by the referrer to make a purchaseThe credits purchased by Ms*** were obtained using methods that violate our terms and conditions of this program and as result, could no longer be honored by ModClothWe do not have record of Ms*** contacting ModCloth to verify these credits but do show that she contacted us to check on referrals she claimed to have made for various email addresses that all shared the same billing address as her and that had the same name as her
Because of the abuse of the program, ModCloth decided to end our relationship with Ms*** and anyone associated with her billing and shipping addressesWhen we notified Ms*** of this decision, we did include the verbiage that was posted in our terms and conditionsI have include the applicable passage *** Credits are not property, have no monetary value and may not be redeemed for cashReferral Credits are not transferable and may not be assigned, auctioned, traded, bartered or soldCompany reserves the right to terminate the Program at any time, although Referral Credits accrued shall be valid for twenty-four (24) months from the date issuedCompany reserves the right to revoke Referral Credits if it determines, in its sole discretion, that Referrer has engaged in fraudulent referral activity (e.ginviting himself or herself to join with a fake email address, using spam to obtain referrals, or acquiring referrals through unsolicited email to persons unknown to Referrer, or through third party discount or coupon websites), if Company terminates Referrers membership, or if Referrer does not comply with any of the Terms of Use or Terms and Conditions for the modcloth.com website or this Program."
Ms*** did not abide by our terms and conditions and as result, we ended our relationship with herBecause these credits do not hold any monetary value, we are unable to offer any compensation for the cancelled credits and should be noted that their use was in direct violation of our terms and conditionsAdditionally, these credits were not purchased through ModCloth and were awarded to another individual who chose to also violate the posted terms and conditions by selling them on an unrelated third party siteThe funds Ms*** exchanged for these credits were paid to the seller via the third party site and were not paid to usWe have no way of offering any kind of refund for this transaction and it would be best for Ms*** to contact the selling platform through which she purchased these credits
At this time, ModCloth is unable to fulfill Ms***'s request of compensation for the cancelled creditsI encourage her to seek additional help through the service she used to purchase these creditsPlease let us know if there are any addition concerns or information required
*** ***
Customer Care Shift Manager
ModCloth.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I live on the property where I workI work as a substance abuse counselor for adolescentsMost counselors live on the propertyI have a few friends I told about mod cloth and helped them make accounts so the address would be the sameI did use a few emails to get credits and did not know I was unable to do thatOnce I was told I was not able to do that I did not do it again
I did not purchase share the love credits from this personI purchased GIFT CARDSI called and spoke to customer service (I have the email correspondence with the seller proving this) The name was ***I was told by your customer service that the gift cards were valid and was told the amountI was told they were NOT fake and I could use themI gave customer service all my informationI was never told I wasn't allowed to use these gift cardsI called about numerous gift cards and was told they were all VALID and REALSo I payed the person selling them and applied them to my accountThey worked and showed up in my account for about a weekA week later they were GONEI called customer service and was told that it was a scamShouldn't they have realized this when I called, when I applied to my account etc?
I am not some scam artistI am a hard working person who works in non for profit and thought I was getting a dealYour company told me they were goodI did everything I could to make sure these gift cards were realDoesn't your company have security for these types of matters? How was someone able to get gift cards and scam someone and it go right through your system?
When I called and spoke to your company after realizing I was ripped off I was told there is nothing they can doHow is this my fault? How is it okay I got ripped off?
THESE WERE GIFT CARDS
Final Business Response /* (4000, 9, 2015/08/14) */
Dear Ms***,
We received the complaint filed by Ms*** on August 10th, In her rebuttal, Ms*** states that she was unaware of the terms and conditions of the Share the Love program prior to violating them and that the gift certificates purchased were validWhile the gift certificates purchased were useable according to our administrative system, they were obtain by the seller through fraudulent meansBecause of this, we are unable to honor those gift certificates and are not responsible for offering any kind of reimbursement for themThe gift certificates were not purchased from ModCloth by Ms*** and therefore we cannot claim responsibility for refunding or replacing these codesI encourage Ms*** to contact either the sales platform through which she purchased the gift certificates if she wishes to seek reimbursement or consult her card provider for more information
While we do understand Ms***'s statement that she was not aware of the Share the Love terms and conditions prior to using the service, this does not excuse the violation of our Share the Love user agreement and general terms of useThis information was made public during the entire run of the program and it is expected that customers will regard these terms prior to making a purchase or using any ModCloth serviceMs*** obtained Share the Love store credits in a way that directly violates the posted terms and conditions and ModCloth reserves the right to discontinue our business relationship as resultI previously included the passage *** our Share the Love terms and conditions which states this
I have included a portion from ModCloth's terms of use which states what the customer agrees to by utilizing any of ModCloth's servicesThis information can be found in full here: http://www.modcloth.com/help/terms-of-use
"You agree that ModCloth may, without cause or prior notice, and without liability to you or any third party, immediately terminate your ModCloth membership, any promotion, accumulated reward or virtual currency associated with your membership and/or email address,, access to your membership page, access/participation in any special marketing groups, access to our blog, access to or participation in any promotions or contests, or access to any of our social networking pages, in accordance with the these Terms of UseAny suspected fraudulent, abusive, or illegal activity that may be grounds for termination of your membership may be referred to appropriate law enforcement authoritiesThese remedies are in addition to any other remedies ModCloth may have at law or in equity
Cause for such termination shall include, but not be limited to, (a) breaches or violations of the Terms of Use or other incorporated agreements or guidelines, (b) requests by law enforcement or other government agencies, (c) a request by you (self-initiated membership deletions), (d) discontinuance or material modification to the Site (or any part thereof), (e) technical or security issues or problems, (f) inactivity, (g) engagement by you in fraudulent or illegal activities, (h) nonpayment of any fees owed by you in connection with the Site, and/or (i) no cause at all
Termination of your ModCloth membership includes (a) removal of access to all offerings and features on the Site, (b) deletion of your password *** all related information, files, and content associated with or inside your membership page (or any part thereof), and (c) barring of further use of your membershipFurther, you agree that all terminations for cause shall be made in ModCloth's sole discretion and that ModCloth shall not be liable to you or any third party for any termination of your membership, any associated email address, or access to your membership."
The decision to end our relationship with Ms*** was not taken lightly and was considered on multiple levels before finalizedWe are unable to reimburse Ms*** for the gift certificates that she purchased through a third party seller and will not be reinstating her account on ModCloth or her ability to purchase through any other accountPlease let me know if there are any addition concerns or information required
*** ***
Customer Care Shift Manager
ModCloth.com
***

Initial Business Response /* (1000, 5, 2014/10/06) */
*** ***
Revdex.com of the Golden Gate and Northern California
Broadway, Suite
Oakland CA XXXXX
RE: Complaint # XXXXXXXX
Dear Ms***,
We have received the complaint filed by Ms*** *** on September
25, in regard to her refund for order #XXXXXXXXMs*** is asking that the refund for this order be processed back to another credit card and not to the original form of payment, all the while recognizing that our returns policy states we are unable to do so
Ms*** purchased a dress from ModCloth on July 24th and subsequently returned it on August 20th because she was unhappy with the quality of the itemIt arrived to us within the day time period in which she would be eligible for a full refund price back to her original form of paymentMs*** states that she read over our policy and decided to receive store credit for the return of this itemPer the instructions entered by the customer, store credit in the amount of $69.99, which included a $incentive credit, was issued to Ms***'s ModCloth account on August 20thOn September 8th, Ms*** applied the balance of this credit to place order #XXXXXXXXHer complaint states that she was not happy with the boots she received from the second orderWe were notified of the issue on September 23rd when Ms*** contacted us via our LiveChat featureShe outlined her situation for advocate ***, who in turn advised her of the posted return policy and reaffirmed that we are only able to process the refund back to the original form of paymentIn this case, the original payment method was store creditMs*** then advised she will contact your organization and abruptly ended the chat
As Ms*** no longer wishes to shop with ModCloth, we have created a one-time workaround in the interest of resolving this dispute for herWe have teamed with our finance department to arrange for a refund of $to be issued for order #XXXXXXXI would like to note that Ms*** had requested a refund of $when she contacted us through LiveChatWe are only able to refund for the cost of the dress and cannot refund either the $bonus store credit or the cost of the shipping method chosen by the customerThe store credit that was issued per Ms***'s request will be removed provided the boots from order #XXXXXXXX are returned to us as anticipatedThis solution is very much outside of our operational procedure, and is being offered as a show of good faith to Ms***
I have contacted Ms*** directly with this offer, and will proceed once a response is received
Sincerely,
*** ***
Customer Care Shift Lead ModCloth.com
*** *** *** *** ** XXXXX
Dear Ms***,
My name is *** V, and I am a supervisor in the Customer Care department at ModClothI have had the opportunity to review your situation regarding your returns from orders #XXXXXXX and #XXXXXXXX
It appears as you had contacted us initially on September 23, via LiveChat and spoke with advocate ***At this time, you let us know that you were unhappy with both your first order and the subsequent order you had placed with the store credit you selected as the return medium for the dress in order #XXXXXXXI do apologize for any quality issues you may have had with either orderWe are always more than happy to work with our customers to resolve concerns, and ask that we are notified when the issue is identified so we find a solution that will work best for the customer
Per our stated return policy, we are only able to process a refund to the original form of payment used to place the orderWhile I do believe that you had reviewed this prior to processing your return, I also understand that you are frustrated with your recent purchases and I'd like to offer a solution that may helpBecause you are a new customer with us and have not had an enjoyable experience, we have developed a workaround in conjunction with our finance team that will allow us to process a refund for your original orderBecause this is being presented to you as a one-time courtesy and is very much outside of our operating procedures, there are some things I would like to ask you to review before agreeing to the refund
This process may take between and business days to fully completeOnce complete, you will be notified via e-mail with a date you can expect to see your refundIf the store credit applied to your order is used it will instantly void the process and we will not be able to issue the refundThe total amount of the refund will be $64.99, which is the price of the dress purchased on order #XXXXXXXWe are not able to refund either the bonus $store credit incentive or the cost of shipping method that you had chosen
If this is a reasonable solution, please reply at your earliest convenience and I will have the process started immediately
Sincerely,
*** V
Customer Care Shift LeadModCloth.com

** ***,
We have received the complaint filed by ** *** (#***). We apologize for any confusion that she may have experienced on her most recent order regarding her international shipping options. While
our site does state that we offer free shipping via USPS Priority Mail International for orders over $150, it appears that ** *** chose our USPS First-Class Mail International method which comes with a $fee associated with it. ** *** contacted us on 6/30/regarding the confusion over her shipping fee and as a courtesy we refunded the $that was assessed on her order. These funds were applied back to her *** on file
Our International shipping information can be found here (***) and information regarding international returns can be found here (***-)
Unfortunately, we are unable to offer free returns to our international customers at this time, but we appreciate ** ***’s feedback on the issue. She also has our apology for any confusion our return email may have caused.
At this time, we have refunded ** *** for her shipping fees ($11.99) and would consider this issue resolved. If there is anything else we can do for her, we’d ask that she email into *** and we will work to help in any way we can
Best Regards,

Initial Business Response /* (1000, 5, 2015/12/10) */
Dear Ms***
We have received the complaint filed by Ms*** *** on December 7th, In her complaint, Ms*** requests that the store credit of $from order #XXXXXXXX be refunded to her original payment methodMs
*** has previously called and spoken with myself, as well as the Senior Manager of Customer Care and was told in both conversations that we have no record of this promise and that due to prior courtesies and system limitations, we cannot offer a removal of the store credit in her account
Ms*** originally reached out to Customer Care at ModCloth on July 21st to advise us that she purchased order #XXXXXXXX on her mother's card and that she will not use the store creditAt that point, no return had been madeMs*** called in again on October 1st letting us know that a previous advocate advised her that she would be able to return this order for a refund as long as it was received within days of another order, #XXXXXXXXWhile we had no note of this previous interaction, the advocate with which Ms*** spoke allowed for an extension until October 12thThe return was processed on November 9th, days past the original shipment dateAs stated in the returns policy posted on the website (http://www.modcloth.com/help/returns_exchanges), we are able to accept returns for a refund within days of the date of shipment and can accept returns for store credit within days of the date of shipmentWe are unable to accept returns back after days for either a refund or store creditIn Ms***'s case, we issued her store credit as a courtesy because we had previously offered an extension for a refund that was not met
Once store credit has been issued, we cannot reverse it to a refundUnder special circumstances, we can work with our engineers to have the customer's account altered so that the credit is no longer present however this is an extreme courtesy due to the complicated nature of the requestOn July 23rd 2015, we extended this courtesy to Ms*** on order #XXXXXXXXIt was made clear to Ms*** when this was offered that it was an extreme one time courtesy and not something we would be able to offer againAs result of this, we are unable to offer Ms*** the option of removing the store creditAdditionally, we do state on the returns information page that store credit is not redeemable for a refundI have attached an image of this verbiage
Due to our policies, system limitations and previous courtesies extended to Ms***, we are unable to offer a refundAs stated, Ms*** has been in contact with myself and our Senior Customer Care Manager, ***, and this information has been provided to herHowever, in an effort to maintain a positive relationship with Ms***, I am happy to offer a coupon that would allow her to make the best use of the credit that has been issuedIf Ms*** accepts this offer, I will reach out directly to provide the codePlease contact me with any questions
Best,
***
Customer Care Shift Manager
***
Initial Consumer Rebuttal /* (3000, 7, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am very disappointed in Modcloth's handling of this situationWhile I understand your position in wanting me to offer a MIDDLE GROUND in order for you to pursue this further, I don't believe that is a fair optionI am on a very limited budget, and this charge will come from my funds (My mom paid for the purchase of the dress but cannot cover the cost of two dresses, and I have no need for store credit from Modcloth as I do not intend to do business with them again.) However, if I must propose a compromise, I would reluctantly agree to letting them reduce the refund by 10%, not because I think it is a good solution, but it is better for me to lose 10% than the entire purchase priceI acted in good faith throughout my dealings with Modcloth
I appreciate that Modcloth has policies on returns, and I was aware of those policies prior to making the purchase on October 1stThis is the very reason I made the phone call to Modcloth prior to placing the order
My mother, on whose credit card the payment was made, instructed me to make sure I could get a refund for the dress I had (size 12) before re-orderingBecause I knew this was outside of Modcloth's return policy, I called to discuss the potential purchase with a Customer Service Representative prior to reorderingI told her exactly what the problem was, and what my intentions were: The size was a little snug, and I wanted to have the option of wearing the or a size on the day of my sister's wedding, which was October 23rdI was Maid of Honor in the wedding and I wanted to look my best, so I believed that having this choice on the day of the wedding was optimal if I had that optionIf I had not been given the assurance that I could return either dress, I would have kept the size and worn itHowever, the CSR assured me that I would have days to return the orderI assumed (as I believe any reasonable person would have assumed) that this meant I had days from the date I received the dress to put it in the mail)Since the wedding was not until October 23rd, it would have been of no help to order the dress if I had to return one by October 12th as Modcloth claims I was toldLogically, this makes no sense
While it is true that Modcloth did extend a courtesy credit to me on July 23rd, on order #XXXXXXXX, it was NOT made clear to me when this was offered that it was "an extreme one time courtesy and not something we would be able to offer again." In fact, it was because they were understanding of my situation at that time and willing to work with me that I felt comfortable in making the second request, and why I trusted the CSR when she assured me that I could return either dress for a refundAnd since Modcloth does not record their phone conversations as a large number of companies do, it is simply my word against theirs
Regardless, I did not ask for a courtesy credit, I requested approval in advance of reordering, and it was based on this approval that I placed the order
Modcloth states that the return was received on November 9thI ordered the dress on or around October 1st (this is the date the charge appears on my mom's credit card, so I'm sure it wasn't shipped by Modcloth before the payment was received)Based on the statements made by Modcloth, they would have to have received one of the dresses by October 12th in order to consider making the refundThis is only days (or less) after the dress was shippedHowever, I put the dress in the mail on Monday, October 26th, (three days after the October 23rd wedding) and they claim that they did not receive it until November 9th, which is days after I shipped itIf shipment takes days, I would not even have received the dress by the October 12th date on which they claim they told me the dress had to be returned
Following are a few of the quotes I found in a simple Google search of customer complaints against ModclothI think these make it clear that it is not unusual to experience this type of problem with this companyI only wish I had done this before I dealt with this company:
"Very poor customer serviceStay away from themI ordered an item $+ $shippingThe item arrived, however, I was not pleased at all because the material looks so cheap, I would not even bother to wear itI asked for a return, they would not allow me, according to them the item I bought clearly stated that it cannot be returned or exchangeIt was the first time I heard of such policyAnywhere I buy whether the item is on sale or not it can always be returnedAs the saying goes "Customer is always right"."
"Anytime I have sent an item for a return, they've found a reason to give me store credit instead of refunding my purchase, even if the items were completely unworn and still had tagsI sent some clothes back a couple of weeks ago and have heard nothing from them re: receiving my returnI'm sure they'll wait to email me once the day refund period is up (like they did last time even though I mailed my return the same week I received the item) so they have the excuse of only issuing store credit again."
"I ordered a coat from ModCloth and it did not fit, so I exchanged it and requested the correct sizeHowever, I was never notified that I may not receive the size I neededThe coat arrived at ModCloth (I never received a notification they received it) and I had to contact them to find out if the coat was receivedI then found out that they didn't even know what size I needed for the exchange and to top it off, they didn't have the size in stock! Even though I marked that down on the exchange form
Completely unacceptableCustomer service is a joke and did nothing to resolve the problem or even make their customer happyRidiculousI will not be shopping with them again."
Final Business Response /* (4000, 9, 2015/12/29) */
Dear Ms***,
We have received Ms*** ***'s rebuttal on December 22nd, In her rebuttal, Ms*** requests a 90% refund back to her original payment method in place of store credit that was issued to her accountIn her rebuttal, Ms*** does state that she was aware of our policies prior to placing an order but felt comfortable asking for an additional courtesy with her second orderWe are always happy to help the best we can however we do offer courtesies on a one time only basis and this was explained to Ms*** during that conversation
Unfortunately, we are unable to offer Ms*** a refund in any amount back to her original payment method due to the previous courtesy and our own system limitationWhile I understand Ms*** has no interested in shopping with us in the future, I am happy to offer her a coupon to help her make the best use of her credit before she moves on from ModCloth whether she chooses to use it for herself or for purchasing items for friends and familyWe would love to continue to have a relationship with Ms*** but understand if she would prefer to part waysIf Ms*** accepts this resolution, I will reach out directly to provide the codePlease contact me with any questions
***
Customer Care Shift Manager
ModCloth
***
Final Consumer Response /* (4200, 11, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Modcloth's contention is that I was told during the October 1st phone call that "we do offer courtesies on a one time only basis and this was explained to Ms*** during that conversation." Modcloth has stated to me that they do not record telephone conversations, so it is my word against mineHowever, since the purpose of my call was to determine if I could return either one of the two dresses (whichever one I did not wear) after the wedding, it makes no logical sense to a reasonable person that I would have proceeded with that order if they had in fact explained that to meAlso, Modcloth refers to their own "system limitations" in denying the requestHowever, they did admit on the phone that it would be difficult, but not impossible, to issue a refund, but they were unwilling to do soThe fact that they have issued the store credit, which they say is a courtesy since it was outside their stated return window, should serve as proof that they can make whatever exceptions they choose to make

I placed an order for three items on 2/12/I received information that they had shipped on 2/14/in an email with a tracking linkThe tracking link broke the next day, leading to an error page, and trying to log in to my account revealed that my order history was goneWhen I contacted customer service for the tracking info (waiting minutes on the phone before it hung up, and then minutes for live chat), I was told by *** that the site was doing some sort of transition, which apparently caused the issuesI was given the tracking info from FedEx, and that was thatNo issue there, except the time I shouldn't have had to put in to find this outThe order arrived today, and there are issues with all of the itemsIn order to print a return label, which you have to pay $for, you have to go through your account-- which was STILL unavailable! I didn't want to wait on the phone again, but I did have to wait another half hour for the chat supportAt that point, "***" proceeded to tell me that due to the site transition, it would be "a few days" before I could generate a labelShe was rude when asked for clarification about what "a few days" meant, since I didn't want to have to check daily to see whether the site was fixedShe did not offer any sort of remedy for the issue, and when I explained that I had spent more than an hour with customer service dealing with this order due to their site issues, she insisted it was a "slight delay" and that I could just waitYeah, okay, but their return policy depends on the day the item was shipped-- the longer this delay is, the higher the potential that they won't get the stuff back within days from the date of shipment, and then it's store credit only!
She also stated that their site had signage about the transfer issuesThat's true, NOW it does, but those were not present when I placed my order, not present on the broken tracking link's error page, and generally not helpful as to fixing the issues created by the eventI would have waited to place my order had I known this was upcoming, but of course they wouldn't tell customers that because they'd lose money! The company didn't send an email notifying customers of the problem (especially those with pending orders) and instead made anyone concerned spend a huge chunk of time waiting on customer service, only to then present said customers with rudeness and a complete lack of care for the customer experienceAt this point, I will be paying $to send the items back, so I've basically PAID ModCloth to give me the worst online order experience I've ever hadIt might be such a small amount, but I'm incredibly upset at how I was treated and I don't want them having a dime of my moneyAt the very least, that charge should be waivedI won't ever shop with this company again, but per ***, that's just fine by them!

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear Ms***,
We received the complaint filed by Ms*** *** on October 16th, In her complaint, Ms*** explains that she would like the $she has in store credit issued back to her original payment
method due to multiple issues with ModCloth
Ms*** initially contacted ModCloth on October 10th, 2015, to express her frustration with the shipping method she chose, ASAPAs posted on the Shipping Information page, ASAP shipping is our fastest method and ships same day if ordered before 10am EST or next day if ordered after 10am ESTThis method has a 1-business day delivery time once it shipsMs*** placed her order on Thursday October 8th after 10am and the order shipped on October 9thPer the information provided on the site (http://www.modcloth.com/help/shipping_information), FedEx ASAP shipping does not deliver on weekends and only delivers on business daysBecause Ms***'s order shipped on a Friday, it was not delivered until the following business day which was Monday October 12th
Per Ms***'s complaint, she is upset that the ASAP shipping does not deliver on weekendsAs with many companies, ModCloth has strict contracts with our shipping partners and have chosen the methods that combine the best value for the customer and the best shipping times we can offerWhile it is possible for FedEx Overnight to deliver on weekends, our ASAP method cannot per our contract with FedExWe do advise of this on the shipping information page quoted above
Ms*** also states her frustration with our company's inability to reverse the store credit in her accountWhile we do understand that Ms*** no longer wishes to shop with us, it is not possible for store credit to be removed from an account once it has been used at least onceIt is listed on our Returns Information page (http://www.modcloth.com/help/returns_exchanges) that store credit is not redeemable for cashI have attached a screen grab of this information as wellMs*** requested store credit on a previous order and then chose to use it to make a subsequent purchaseSadly, it is not just a policy but actually a system limitation and is not one that anyone can overrideI understand the frustration that this can cause our customers and as a company, we are looking into ways of improving the system
In an effort to maintain a positive relationship with Ms***, I am happy to offer her a discount on her next purchase that will help her make the most of her store creditSince the credit cannot be removed from her account, I hope Ms*** will find the discount helps her use the credit either on herself or as a giftTo obtain the discount, Ms*** is welcome to send an email to ***@modcloth.com and include ATTN *** in the subject lineI will personally address this with her
If there are any additional questions or concerns, please let me know
***
Customer Care Shift Manager
***
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Because I was not sure what was going to happen I have used that store credit to purchase items, however I still want to proceed with my complaint because I have yet to be satisfied with their products, and If the items I have ordered I'm not happy with I want my money backI should in no way have to keep a store credit

I wasn't horrible atoms that they charged me $for and they called it a stylish surprise as none of which is my history of purchasing the lady on the phone was the total launch she did nothing to help me they are horrible with customer service and now I'm stuck with $worth of crap but I probably can't even get rid of on *** but she just suggested

The value of my order on my credit card statement was $My customs documentation stated the value was $There was a promotion so my shipping costs were $on the invoice I was mailedWhen I contacted customer care ModCloth indicated that the extra $in fees was because I picked the fastest shipping optionIf the company claims shipping is free they should eat those costsAs a result my shipment was charged customs on the more than $100+ free over what I actually ordered and agreed to pay for and I got a customs bill of $115.25, roughly half the cost of my original order I agreed toThey should have eaten those shipping fees as I agreed to free shipping not over $On top of it the shipment was a week later than it was supposed to beThe customer service person claimed this shipped through FedEx (also a lie) when Canada Post PO boxes can't receive FedEx packages

This website advertises free returns and exchangesI asked to return a dress I had purchased as it was too big, and received an email that said attached is your return label but there was no attachmentI go on the live chat on the support portion of the website and then am told by an extremely rude customer service representative that there was something I didn't see, then changed her mind and said it was a glitch in the systemNot only is this website falsely advertising free returns, but the CSRs try to make you feel guilty for asking about it

I sent back the item to return about a month agoI heard nothing back from the company for about a week and a half so I called them to see the status of the returnThey told me it had been received and they were processing the return and I should expect my money back in 2-business daysThat was and a half weeks agoI emailed again last week to check on the status again and they told me it was just processing then and it’ll be 2-business daysAt that point it had already been the original wait and when I questioned why I was told it had already been processed I got the run around and no one could give me a satisfactory answerAt this point they have stopped responding to my emails and I am beyond upset at how I have been treated by the company and still have not received my refund

I had bought a dress from ModCloth to hopefully wear for my sister's wedding on September 22, Unfortunately, when it arrived to me in a damaged package, and after trying it on, I immediately wanted to send it back, which I did on September 18, at the *** Office off *** Blvdin Columbus, Ohio (I can provide a receipt if you'd like)In the orange envelope that came with the original package, had the return label that stated if I wanted a store credit or a refund to my cardI checked off that I wanted a refund to the card and made a note at the bottom that stated the package was damaged when arriving to my place of residence and could send pictures through e-mails if they were interestedI received an e-mail today saying that I would be given a store credit for the amount of $which I did not request or checkI reached out to the company via e-mail and tried calling about the situation though heard nothing

I wasn't horrible atoms that they charged me $for and they called it a stylish surprise as none of which is my history of purchasing the lady on the phone was the total launch she did nothing to help me they are horrible with customer service and now I'm stuck with $worth of crap but I probably can't even get rid of on *** but she just suggested

I ordered $in shoes and dresses on November 27, I did not receive the items until December 13, 2017, which was past the date of the occasion I made these purchases forOne of the shoes orders was the wrong color as wellI IMMEDIATELY returned ALL of the unworn items on December 13, Since then I was told I would get an email when they received itI did notI tried chat and never got throughI emailed a few timesThey received my returns on December 18, "It looks like your package was delivered to our warehouse on 12/18/ It typically takes to business days for the returns team to process your return after it has been deliveredThe returns team will notify you by email once the return has been completed."
It has now been business days and they are now ignoring my emailsThis is totally unacceptableI want my money back!

I bought a dress year ago and returned it because it was cheaply made and it was too bigI have looked and looked and there is nothing else I want from Mod Cloth - I called to try to get my $back but they won't give me my money back - they claim it's a system problemAccording to the data I found in Nov of - Mod CLoth claimed they were going to improve their system so it would not a problemLooks like they are just BS'ing since it's still a problemI think it's considered Fraud when they are holding my money and I have no productsI want my back - they have changed their line of clothing and I don't want to buy some junk just because they can't refund me the

I love ModclothI know it is rare to see positive reviews so that is why I wanted to leave oneThe company has gorgeous clothing and the return/exchange program is greatI've only had to use it once so farWhat is really great is how much they are about their customersThey ask for feedback after every purchase and chat and my feedback included a wish for more sales/coupons and a bigger selection in plus size clothingWell, I received a coupon a few days later to help ease my wantsOf course I've used it already

Initial Business Response /* (1000, 5, 2014/05/15) */
Dear Ms***
We have received the complaint that was submitted to you by Ms*** on May 10th, regarding her request for an order cancellationThis was requested because Ms*** asked to cancel an order after
the stated 60-minute timeframeWe are unable to change or cancel our orders after that timeFollowing this message you will see the chat transcripts from Ms***'s interaction with us, as well as the order confirmation email she received outlining our cancellation policy
Ms*** initiated contact with us via LiveChat with advocate *** on May 10th, after placing a final sale order she decided againstShe chatted with *** about cancelling order #XXXXXXX*** provided the correct information as far as order cancellations are concernedWe list the following statement in the order confirmation email to avoid confusion on this limitation of our shipping system:
"If you need to change your shipping address, shipping method, or cancel your order, please contact Customer Care within minutes of your order being placed, as orders move quickly through our system and changes cannot be guaranteedContact Customer Care via Live Chat through the site (Click Here to Live Chat!) or phone (X-XXX-XXX-XXXX) XX/for immediate help!"
Although we were unable to honor Ms***'s request for a cancellation on this order, we are allowing her to return the items for a full refundWe are including a free return shipping label so she may return this order free of chargeAs soon as we see tracking scans initiated back to ModCloth we will refund her in advance for the full amount of her orderThis is all in an effort to resolve this complaint and maintain a good relationship between Ms*** and ModClothIf you need any additional information regarding this matter, or have any questions, please let me know
Sincerely,
*** ***
Customer Care Shift Lead
ModCloth.com

They preauthorized an order on my debit card they subsequently cancelled because the item was out of stockMost companies I have dealt with online don't charge your account until the order is ready to shipAs a result, I have money tied up on my account because the preauth hasn't been reversed yetIt's not my fault their website is inaccurate regarding what they have in stockI won't order from them again