ModCloth, Inc.

I placed an order on 4/22, a dress for a special occasion, yesterday, and it still has not arrivedI called on 4/and tried to cancel the order and was told I couldn't, I would have to wait until it shipped to me, then return itMy issue is, I paid for second day air shippingCan you please explain to me why it took longer than hours to process this order? Their website even states that processing should only take 2-daysThis is EXTREMELY unprofessional of a large scale businessWhy even bother offering overnight shipping or two day shipping if it's still going to take over a week to process? There is no excuse for a company to hold onto my money for over a week without shipping my itemI paid for a service that they did not provideAccording to tracking, it was shipped on 4/28, it is now 4/and tracking says that it is due to arrive on 5/I may not be great in math, but that is clearly more than two daysI am beyond unhappy with the service and treatment of my orde

Ms ***,
We have received Ms ***'s rejection to our response While I understand her frustration, this policy was customer facing at the time of her order and can be found today at *** *** *** We have been transparent with our customers in regard to switching tenders and our limitations
Additionally, due to the age of the order we do not have access to the financial transaction from her original payment to issue a refund against. Simply put, our 3rd party payment processor locks transactions after days so we would have no way by which to refund Ms ***
We welcome Ms *** to work with our team of product knowledge and styling experts to find something to her liking. If she’d like to set up time at her convenience to do so, please have her email *** *** ***, and I’d be happy to facilitate that
Best Regards,
*** ***
Senior Manager, Customer Care
Modcloth

LOVE THIS COMPANYI have ordered from them a few times and every time has been wonderful, the items are perfectly describe on the website and customers can share helpful reviews on each itemI have loved everything I've gottenHighly recommend shopping here

*** *** Shipping is advertised on checkout as 4-days when a Hawaii address is entered as shipping addressListed under the shipping policies, however, it states that shipping via *** *** to Alaska, Hawaii, Puerto Rico, and US Territories is 10-days with monday - saturday deliveryI placed an order on Nov2nd and based on this shipping method I was surprised to find out after my order shipped on nov 5th that I would be receiving it on dec 3rdWhich is a business day deliverySo, if you live in the non-contiguous US and use *** *** shipping for your order, you had better more than a month out of your need by date

Initial Business Response /* (1000, 5, 2015/08/14) */
Dear Ms***,
We have received the complaint filed by Ms*** *** on August 10th, In this complaint, Ms*** expresses her frustration with the processing time for her order and that her card was charged immediately
for an order that did not ship as she expectedMs*** contacted Customer Care at ModCloth twice about her orderDuring the first conversation, which took place on July 30th, 2015, Ms*** asked for her order to be cancelledShe was told that this was not possible due to a system limitation and that we could attempt to upgrade the shipped at no costA request was filed with a shipping specialist in our fulfillment center to upgrade the shipping methodThis upgrade was successful and the shipping on her package was upgraded from the free Savvy Saver shipping to the $ASAP method at no additional cost to Ms***It should be noted that while the shipping method was upgrade, this did not impact processing time as the order was originally placed with the basic shipping methodThe original Savvy Saver shipping Ms*** chose does have processing time which is determined by volume of orders and no specific processing time is stated for Savvy Saver shipmentsUpgrading the order to the ASAP shipping method only ensured that once the package left our fulfillment center, it would arrive in 1-business days
Ms*** contacted us again on August 3rd, 2015, to check on the status of her shipment and to advise that she would not be able to receive the package at her address past August 6th, The advocate she spoke with offered to file a change of address request with the shipping specialist only if the package would not arrive by August 6thMs***'s package shipped out shortly after that conversation and arrived to her on August 4th,
Ms*** left multiple posts on the ModCloth Facebook page expressing her frustration with ModCloth and commented on other customers' posts, as wellAs result, one of our Customer Care Social Specialists followed up with Ms*** on August 3rd, 2015, prior to her order shipping, to explain the delay and the pending authorization on her accountIn her complaint, Ms*** states that ModCloth captured funds prior to her order shippingModCloth only authorizes funds when an order is placed and doesn't fully capture them until the order ships from our fulfillment centerMs*** was not charged for her order until it was fulfilled and shipped
In her complaint, Ms*** is asking for the cancellation and refund of her order, however, her order shipped from ModCloth on August 3rd, and has already been delivered to herAt this time, we are unable to offer a cancellation and refund of this orderMs*** is welcome to return the order to ModCloth for a full refund as long as the order is received within days of the date of shipmentIf Ms*** needs longer for the return or would like to discuss this further, she is welcome to write in to ***@ModCloth.com and write ATTN *** in the subject lineI am happy to personally help
I do want to state that ModCloth recently went through a fulfillment center shipping system update in which the shipping department shut down operations on July 27th for a day to install updated softwareThis shutdown did cause general shipment delaysMs***'s order was placed on July 26th, one day before the fulfillment center shut down and as result was impacted by the general delaysWe did message the processing delays but this was after Ms***'s order was placed and I absolutely apologize for any frustration the delays caused herIt was an oversight on ModCloth's part that the potential shipping delays were not posted soonerI am very sorry that Ms***'s order was delayed as result and that her experience with ModCloth was not better
Please let me know if there are any further questions or concerns
*** ***
Customer Care Shift Manager
***

Initial Business Response /* (1000, 5, 2015/01/15) */
Dear Ms***
We received the complaint filed by Ms*** *** on January 13th, regarding her experience with ModCloth.comThe order in question, #XXXXXXXX, did contain and oversale of the Little Rad Riding Hood Skirt
Ms*** contacted us through our LiveChat option on December 29th, regarding the email she received that detailed the oversaleIn this chat, ModCloth Customer Care Advocate *** Madvised the cust that this item was out of stock but provided Ms*** with the vendor informationMs*** explained that she had purchased items to match the skirt and was upset that she wasn't notified of this issue soonerNicole asked the customer what she would like done and the customer requested a 35% coupon, a discount we are unable to extend*** apologized and provided Ms*** with a coupon for 15% off of a future order*** also offered a free return shipping label to help in the return of the remainder of the orderMs*** disconnected the chat shortly after this
Ms*** contacted us a second time on the 29th, through phone, and spoke with one of our Assistant Customer Care Shift Leads, *** S*** explained oversales and apologized for the issueShe also issued Ms*** a 20% off coupon code, with free Express shipping which offers a $shipping discountMs*** declined the couponMs*** then called back a few hours later, again speaking to *** Sand became very agitated and aggressive with *** over the phoneMs*** asked *** to refund her for the entire order value and *** explained she was not able to offer that and that we are also unable to offer a different item at the same price, something the customer said other retailers have done for herThe customer became verbally abusive towards *** which caused her to ask the customer to please use a more respectful tone, as outlined in our Community GuidelinesThe customer did not oblige and *** disconnected the call*** sent a follow up to the customer to which Ms*** replied to the email, negatively commenting on the physical appearance of another advocate she spoke with after seeing her photo on our chat feature, also against our Community GuidelinesI attached a screen grab of the email in question as well screen grabs of our Community Guidelines, specifically as they relate to contacting Customer Care (http://www.modcloth.com/help/community_guidelines)
Ms*** contacted us again on December 30th and explained that she contacted the vendor but the skirt in question was produced for ModCloth onlyAdditionally, Ms*** expressed her frustration with the length of time her order pendedShe spoke with ModCloth Customer Care Advocate Shannon Swho apologized for the situationShannon went on to explain that we try to restock when possible and it is best to sign up for a restock notification where possibleShannon provided Ms*** an additional 15% off coupon, with free ASAP shipping which is a $shipping discountShannon explained oversales and what can cause them
On January 15th, 2015, Ms*** contacted us regarding the return of order #XXXXXXXX and the status of her refundCustomer Care Advocate *** resolved the refund issue with herMs*** called back shortly after and spoke with advocate ***Ms*** provided the advocate with some negative feedback regarding our systems and then requested to speak with supervisor in this departmentMs*** spoke with Customer Care Assistant Shift Lead Adam Sregarding the issue of the oversale on order #XXXXXXXX*** explained the situation further but Ms*** repeatedly used aggressive language and tone during the interactionI attached a recording of the conversationAdditionally, *** has written on the ModCloth Facebook page twice within a hour period to express her frustration with our serviceI included a screen grab of those interactions as well
We do our best to maintain accurate inventory counts, however, oversales are possible and can be caused if our inventory count is incorrect or if a low quantity item is purchased by more than one customer within moments of each other, resulting in multiple orders for a limit stock productThe moment a fulfillment specialist identifies the issue, we adjust the charge for the order to reflect the change as well as contact the customer with an apology and discount for a future order
On January 14th 2015, Ms*** used the 20%, with free Express shipping, coupon code to place order #XXXXXXXX which includes the Little Rad Riding Hood SkirtThe order shipped out on January 15th and is currently in transit to Ms***
I sincerely apologize for the frustration and inconvenience this situation has causedWe regret this negative experience, as it is never our intentThe customer received a full refund for the return of order #XXXXXXXX on January 15th, As an apology, I have refunded the $cost of the Little Rad Riding Skirt from order #XXXXXXXX, with the intention that she will keep this as a gift from ModClothAs it stands, Ms*** has received three coupons in addition to the one used for her most recent order and I am happy to provide those codes again, upon requestI have also extended the expiration dates on the codes issued so they can be used over the next two yearsIf you need additional information regarding this matter, or have any questions, please let me know
Best,
*** ***
Customer Care Shift Manager
ModCloth.com
Initial Consumer Rebuttal /* (2000, 7, 2015/01/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel that it is necessary to explain that I have developed severe anxiety problems and when I feel that I have been wronged (and in this case I was) I do get aggressiveFurther, when I returned the remainder of the original order, I was told that another item was missing from a box I never even openedI think it is 100% necessary for other customers to know that this company is untrustworthy and should consider shopping elsewhereI called back to complain about the second missing item and was told a head supervisor would contact me, and I have yet to hear anything almost a week laterI will have to have the skirt I finally did get altered from a size large down to what I assume would have been a medium because they cannot keep track of their thingsThe express shipping still took a full week to reach my houseThank you for finally refunding the skirt after nearly a full month's hassleI will not be shopping here again

I've had a great experience with ModclothI had to exchange drresses about three times in order to get the ones that finally fitThroughout all of this, they provided free returns with a shipping label for each returnThey also responded quickly when I chatted with them regarding the status of my refund/exchangeThey did take a little longer than I would have liked to refund me for my returns but again they were helpful and courteous when I chatted with customer service about thisIt is true what reviewers say that some of the items may come with small imperfectionsBut the overall quality of their items is exceptionalAnd you can't beat the unlimited free returns in order to get the item that best suits youOverall very happy

I placed an order over $with Modcloth on 11/5/They had a black friday sale starting 11/23/I had three unworn items that were deeply discounted on the saleI called to see about a price adjustment on 11/and waited minutes only to not be able to reach someoneI then tried to place another order on their site for over an hour and had trouble placing an orderI called again on 11/and spent another minutes on holdI finally spoke to someone and she towed the party line saying no price adjustments past daysI told her I had spent over an hour of my time trying to reach someone and the items are unworn so I could return them and she said yes you can, but wouldn't do the price adjustmentI then spoke to a manager, *** ** and implored her to do something for me as a customer service issue since I could easily start a return, but didn't want to go through the whole processShe refused saying there was nothing that she could do, but that I was welcome to return

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

Complaint: ***I am rejecting this response because: Again, at the time of the purchase the policy did not state that there would be no refunds - the policy now reads that you will not receive cash but it did not when I originally bought the product I have been looking at Mod Cloth to see if there's anything that catches my eye for over a year now and it hasn't I'm very petite and the cloth do not fit correctly in the bust or are coming apart already Mod Cloth has also changed their products - now it's mostly polyester clothing, which I do not buy - and they style is no longer what it use to be - there is not one dress left on my wish list - since they have been removed and Mod Cloth is no longer carrying them I will not buy something just to get my back - Get better clothes that fit correctly, not cheaply made, with retro vintage style and I will buy something! It's been over a year - what makes me believe that another year of looking at Mod Cloth's web site is going to get better - I should be getting interest on my money....What a scam! Sincerely,*** ***

I sent back a pair of shoes to be refunded - they offer store credit + $I have tried on multiple occasions to chat to a representative, sent emails and no one has gotten back to me about the status of my returnThe item was sent back at least weeks ago using their *** service and I even wrapped the shoebox so as not to damage the boxI do not trust this business as their *** page shows complaint after complaint about poor customer service and I just want my money back!

ModCloth is currently running a promotion for Memorial Day weekendOn the banner on their homepage the sale lists the only exceptions: "Excludes SaleDiscount applied in cartEnds 5/@11:PM ET." There is not mention about using a coupon on top of the promotionWhen I tried to use a coupon, it would not work, so I contacted customer serviceThey told me two coupon codes could not be used on one orderWhen I explained to them there were not two coupon codes being used, they told me they still were not going to honor the coupon codeHere is the transcript from the customer service chat: *** ** ***, 05/25/07:19:am *** *** *** ***How may I help you? *** *** 07:20:am Hi ***I am trying to use my unidays code, but when I put the code into the code box, it says it is applied, but the 30% off is not showing up in my cartMy unidays code is: *** *07:21:am Hi ***! Those Unidays codes are for 15% off ful

On May 27th I placed an order for the Rainbow Tunic you have on your website I received it on June 8th Excited, as I ordered this specifically for a Pride event I was attended I immediately opened the package to try it on Right away I was disappointed as the fabric felt cheap, and definetly not worth the money I had paid On top of it feeling cheap it also fit weird The neck sat funny and it was not flattering at all Disappointed I decided to return the item Now, I have made purchases in the past I have had to return so I did not think this would be an issue Here is where my frustration starts to kick in When I created the return lable I got an email informing me that you no longer offer "international returns" and now I will have to pay for the shipping back Well this was news to me so I of course was upset by this I had sent a few chats and an email along with a phone call to you guys to discuss what in turn would be refunded if I had to send this back myself A

I was so excited to try this because it was recommended by a friendMy experience: 1) I order for the first time and by the time I get my shipment, I nearly forget what I requested; and 2) I returned a pair of shoes for bigger sizeAfter what felt like a couple weeks, it was shipped to me on Jan 13thHave I received it? NopeBut, apparently it's been on a truck for delivery from a city minutes from me since the 21stAnd the company says it's weather relatedUm, what?! It's just been Seattle area rainSomething's not accurate

Complaint: [redacted]I am rejecting this response because: the policy was not stated when the return was made. It did not say that if you choose to get a store credit, you would NOT get a refund. If you would like to deduct the discount on the shipping that one gets with the store credit that if fine by me. Again the policy did not state that a client WOULD NOT get refund. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: In the past I have been able to use my Unidays code when the item I purchased was automatically discounted in the cart by ModCloth. I have attached a screen shot of an order where I have used the Unidays coupons on items automatically discounted when placed in the cart. 
I do not want to shop with this company anymore and I would like to have a refund, not a store credit. 
Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/06/16) */
Dear Ms. [redacted]
We have received the complaint filed by Ms. [redacted] on June 8th, 2015. In her complaint, Ms. [redacted] expressed her frustration with our store credit policy and that she wishes to receive a refund as she...

does not plan to shop with ModCloth anymore.
Ms. [redacted] was in contact with our Customer Care team and ultimately was transferred to one of our Customer Care Assistant Shift Leads who was acting as the lead-on-duty at that time. In her chat with Ms. [redacted], the Assistant Shift Lead explained that we are only able to refund to the original payment method and because she chose store credit on a previous return and then used it to make subsequent purchases, this is the only way we are able to honor a return. Ms. [redacted] was issued store credit, per her request on her orders # XXXXXXX, #XXXXXXX, #XXXXXXX. She used this store credit towards orders #XXXXXXX, #XXXXXXX and #XXXXXXX. All of these orders were placed between March and April 2014 and Ms. [redacted] only contacted us during this time to check on the status of her return and to verify that store credit was issued.
By choosing store credit and using it to make multiple subsequent purchases, Ms. [redacted] indicated to ModCloth that she wanted the store credit and that she was agreeing to our terms and conditions which includes a passage [redacted] states "store credits and bonuses are not redeemable for cash or gift certificates." This information can currently be found on our Returns and Exchanges page under the Store Credit category. A screen capture of this information is also being submitted along with this response.
As stated on our Returns and Exchanges page, we are unable to redeem store credit for cash but as a show of good intentions, I am [redacted] to offer Ms. [redacted] a refund in exchange for closing her ModCloth account. We are unable to redeem the store credits for a refund or remove the credit from her account. If Ms. [redacted] would like a refund for the $52.98 store credit, we will need to close her ModCloth account permanently. She is welcome to write into ModCloth at [redacted]@modcloth.com and write ATTN: [redacted] in the subject line of this request. Without this direct request, I will be unable to close her account and request a refund. Should Ms. [redacted] choose to shop with ModCloth again in the future, she will need to open a new account and will be held to the store credit guidelines posted to all customers. Please let me know if there are any questions.
Best,
[redacted]
Customer Care Shift Manager
ModCloth.com [redacted]

Initial Business Response /* (1000, 5, 2015/08/10) */
Dear Ms. [redacted],
We have received the complaint filed by Ms. [redacted] on August 4th, 2015. In the complaint, Ms. [redacted] explains that she placed an order on July 25th and that as of July 30th, had yet to receive concrete...

information regarding the status of shipment. Ms. [redacted] contacted Customer Care at ModCloth on July 29th and 30th. In these conversations, Ms. [redacted] was notified of shipping delays that were result of the implementation of a new shipping system in the ModCloth Fulfillment Center on Tuesday July 28th. The delays were unexpected which is why there was no prior notice posted on the ModCloth site and instead was posted once we recognized the issues within our updated system. As Ms. [redacted] stated in her complaint, we are unable to cancel orders past 60 minutes from the time the order was placed and as result, were unable to accommodate her request.
We entirely understand the frustration that these unexpected delays caused for our customer and did our best to provide information that was accurate while we continued to work through issues. Ms. [redacted] was not provided with a concrete shipping date as we were unable to offer one that was accurate and refrained from offering a date in the name of transparency since we were not confident we could hold to it. While we understand that it was frustrating to our customer, Ms. [redacted] included, the decision not to attempt to provide specific shipping dates was done to prevent any further upset if we were unable to hold to the dates for any reason and instead, Customer Care at ModCloth made the attempt to be as transparent as possible by informing customers of delays and the immediate uncertainty of shipment times.
It should be noted that Ms. [redacted] ordered using the Savvy Saver shipping method which is our standard, economy method. As stated on the site under the Shipping Information page, there is processing time associated with Savvy Saver shipping and this processing time can vary depending on volume of orders and time of year. Included below is the passage [redacted] states the information regarding this shipping method:
FREE-to-$4 Savvy Saver: Delivered by USPS, in partnership with FedEx. After your order is processed, transit time typically 4 to 9 business days, with delivery Monday-Saturday. FREE for orders over $50, or a $4 flat rate for orders under $50. If your order qualifies, this option will automatically show up in the checkout process.
We do not state any specific time for processing but always do our best to get orders shipped in a timely manner. Ms. [redacted]'s order shipped from ModCloth on July 31st and was received on August 3rd. At this time, Ms. [redacted] has not indicated that she wishes to return the order but should she choose to do so, we are happy to offer a full refund for the returned items. Ms. [redacted] indicated that these items were for a wedding she was planning to attend in September and as far as the information we have been provided, they did arrive in time.
We sincerely apologize for the inconvenience and frustration that these caused not only Ms. [redacted] but all of our customers and are happy to help make this right. It is not our intention to provide misleading or incorrect information and provided only the most accurate and relevant information as we received it from other departments within ModCloth. As an added apology for the delays and in an effort to maintain a good relationship with Ms. [redacted], we would like to offer her a gift certificate in the amount of $20 to be used towards a future order should she choose to shop with us again. Should Ms. [redacted] decide to accept this offer, she can email Customer Care at ModCloth at [redacted]@ModCloth.com with ATTN [redacted] in the subject line. I will personally resolve this matter from there.
[redacted]
Customer Care Shift Manager
ModCloth.com
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/08/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for responding. It seems to me that the "transparency" ModCloth speaks to was put in place after reports like these were filed. So far as the "Savvy Saver" method for shipment is concerned, again nowhere at POS was the part where "after processing" is mentionedI am an actually "savvy" shopper online, and I have never ever ever dealt with such bad service. I use Ground shipping frequently and have never had a problem; and when I am in a rush I gladly pay extra for expedited shipping. From what I understand from other customer complaints, even if I had chosen to upgrade shipping to overnight etc. the delays still would have been an issue because the problem is with ModCloth, not the shipping agents. At any rate what is done is done, but I certainly would not order from this company again and would not recommend anyone doing so. A $20 incentive toward a future purchase is a joke.
The CS reps I interacted with online were nice enough and clearly did their best to toe the party line, as it were. But the bottom line is, I paid for items in good faith that I expected to have not just in my possession sooner but to at least be able to track the progress of them. ModCloth was disgraceful in this respect. If in fact the problems they encountered with their warehouse update were unexpected, the second they realized they were happening they should have suspended operations. Again, at no time while waiting for my order did I see anything posted anywhere on their site that there might be delays in processing and thus shipping. I would not have ordered from them if they had made that clear. That is the issue they seem to not be able to grasp. I understand not wanting to further the problems by promising me a date that they did not know they could deliver by, but the fact that they couldn't spoke volumes. Not a business model I want my hard-earned money going to support.
What is done is done. I have not yet decided if I am keeping the merchandise (because delayed or not, I ordered these items because I wanted/needed them and am not going to be bullied into returning themespecially when I have such low expectations of their service so as to not want the hassle of further dealings with this companyand the attempts to make it sound like I was partly to blame for choosing the "savvy shopper" methodnormal GROUND shipping to most retailersare ludicrous) and again, a $20 voucher toward a future purchase is nonsense. Frankly a waiver of the purchase would have been far classier, but not good business for them, so no surprise.
In summation, I would just like others to know what they might be dealing with if they choose to shop at ModCloth. I'd certainly never take the chance again given my treatment. If this was a true anomaly, I am sorry for them, but I am sorrier for me and my experience and have no plans to give them my business in the future as a direct result of this experience. Shoppers should be able to stand up for themselves. It isn't my fault that ModCloth decided to do an upgrade and did not let their customers know that it may have caused issues. It is their fault, and they should be held accountable. The attitude that they "did their best" is inexcusablethis isn't a mom-and-pop operation, a brick-and-mortar corner store where the unexpected happens and we can all roll with the punches. This is an international company promising merch in a timely fashion to unsuspecting customers, taking our money and then not only be unable to fill the order in a timely fashion but unable to tell a customer when the order would be "processed." Online shoppers should buyer beware this business.
Final Business Response /* (4000, 9, 2015/08/17) */
Dear Ms. [redacted],
We have received Ms. [redacted]'s rebuttal on August 14, 2015. In her rebuttal, she expresses her further frustration and disappointment with ModCloth, how her situation was resolved and our shipping methods. We in no way intended to cause Ms. [redacted] such frustration and did not mean for our reply to her complaint to be anything other than informative and explanatory. While Ms. [redacted] calls out our status as a company, it should be known that ModCloth is still a considerably smaller company than many of our peers. We are learning and growing and as result, mistakes do happen but when they do, we want to rectify them as fast as we can. I understand Ms. [redacted]'s feedback that ModCloth should have notified customers of the delays sooner and this is feedback we will apply to any future updates.
It was not my intention to make Ms. [redacted] feel bullied into returning her order and would love for her to feel comfortable keeping the items. In an effort to maintain a good relationship with Ms. [redacted], and as an added apology for this situation, I am processing a full refund for the amount paid on this order. I hope Ms. [redacted] will consider this a gift from ModCloth. I will follow up with Ms. [redacted] directly to confirm the refunded amount.
At no point did we mean to cause this frustration and I hope that Ms. [redacted] will accept our sincerest apology along with her order at no cost. Please let me know if there are any additional questions.
[redacted]
Customer Care Shift Manager
[redacted]
Final Consumer Response /* (2000, 11, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Ms. [redacted], thank you for your response. This is the most transparent and helpful communication I have received so far in this situation. I truly appreciate and will gladly accept your offer, and it makes me hopeful that ModCloth has learned from its mistakes here and going forward will be a better business. I am grateful to the Revdex.com in their help with facilitating this discussion as well, because as a consumer we have the right to address our legitimate grievances. I've never done this before and I hope I won't ever feel the need to do it again, but the process was easy and straightforward. And now, I do feel there is a positive resolution and that ModCloth is finally owning up to its mistake. I do hope that my bad experience is a lesson for the future so that others do not need to experience this stress. Thank you.

[redacted],
We have received [redacted]’s complaint regarding the use of 2 promotional coupon codes on a single order. 
 
We do apologize for any confusion that may have occurred, but the Terms and Conditions listed on the Unidays promotion clearly state “Discount is available to...

verified UNiDAYS members only. The discount does not apply to delivery charges and cannot be used in conjunction with gift vouchers or any other offer. The discount may not be exchanged for cash, may not be used to purchase gift cards and is non-transferable. Returned items will be refunded at the discounted price paid. Should a UNiDAYS code be used by anyone other than the intended user, the discount will be withdrawn without notice.”  The email offer for our Memorial Day sale also stated “Offer valid from 12 am EST on 5/25/17 through 11:59 pm EST on 5/29/17. Discount applies to all regularly priced items only. Gift cards, shipping and handling, taxes and prior purchases do not qualify toward the minimum purchase requirement and discount cannot be applied to such items. Cannot be combined with other offers, discounts or deals. Valid in stores.” In both cases the terms clearly state the the offers [redacted] was attempting to redeem are not able to be combined with other offers.
 
In an effort to make things right for [redacted], I’m happy to issue the 15% off ($9.56) in the form of merchandise credit that she can use on a future order.  If this is agreeable to [redacted], she will *ust need to email [redacted], ATTN: [redacted] and the email will be routed to me to issue the credit.
 
Best Regards,
[redacted]
Director, Customer Care| Modcloth

Initial Business Response /* (1000, 5, 2015/05/17) */
Dear Ms. [redacted],
We have received the complaint submitted by [redacted] on May 8th, 2015 regarding her requested product exchange with ModCloth.com. The order in question, #XXXXXXX, was originally placed July 18th, 2014. The...

exchange request was processed by our Returns Team on August 11th, 2014 as a store credit refund in the amount of $67.98 (the total cost of the item plus a $5.00 bonus). The refund took place as result of the requested size being out of stock at the time of processing.
Ms. [redacted] reached out to ModCloth Customer Care via phone on May 7th, 2015. During this phone call, Ms. [redacted] spoke with [redacted] L. and expressed that she wished for the refund for the unfulfilled exchange to be credited to her PayPal account, not store credit. [redacted] L. let Ms. [redacted] know that the order was 10 months old, and outside of our system's adjustment window. [redacted] L. also let Ms. [redacted] know that we did not have the ability to reverse refunds that have already been processed, due to system limitations. Shortly after, Ms. [redacted] hung up on the advocate.
In an attempt to show good intentions, ModCloth is electing to process a refund in the amount of $62.98 to Ms. [redacted]'s PayPal account, her original payment method. Because of the aforementioned system limitations, we will not be removing the $67.98 that was added to Ms. [redacted]'s available store credit. We are hoping that this credit serves as an adequate apology for the inconvenience that Ms. [redacted] has experienced from our inability to fulfill her requested exchange. We 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.
[redacted]
Customer Care Shift Lead
Initial Consumer Rebuttal /* (2000, 7, 2015/05/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)