ModCloth, Inc.

Initial Business Response /* (1000, 5, 2015/07/14) */
Dear Ms. [redacted]
We have received the complaint filed by [redacted] on July 2nd, 2015. In this complaint, Ms. [redacted] expresses her displeasure with the decisions made by ModCloth to end our relationship with her as well as the...

discrepancy in the total cash amount refunded to her.
On July 29th, 2014, Ms. [redacted] first contacted us regarding her store credit amounts as she felt they were incorrect and wanted clarification. [redacted] D., a Customer Care Shift Lead, followed up with Ms. [redacted] with a 93 page document outlining all of the orders placed and the refunds and credits issued back for returns made. This document contained the information broken down by order. [redacted] contacted us again on July 30th, 2014 requesting the document again and was again escalated to a supervisor.
On November 14th, 2014, Ms. [redacted] contacted us again regarding the discrepancy in amounts that had been previously explained. In this conversation, she said she wanted all of her store credit refunded which is a system limitation for us. Beyond this, store credit, especially that which has been used, is not eligible for refund. Ms. [redacted] told me that she was planning on disputing all of the charges with her bank as she no longer wished to pay for any of the items she purchased, both returned and kept.
On January 8th, 2015, Ms. [redacted] was put in contact with the acting manager of Customer Care, [redacted], and she explained that she would need specifics regarding the errors including order numbers and amounts. Ms. [redacted] did not provide these details to [redacted] and on January 15th, 2015, [redacted] advised Ms. [redacted] that we would be removing the store credit and providing a refund of $824.83. This was the total amount of store credit in Ms. [redacted]'s account, minus the $20 store credit bonuses received as part of a promotion, which are non-refundable. This amount also matched the information which was provided to her previously. On this date, Ms. [redacted] provided her mailing address and indicated that she would be accepting the check and therefore accepting our resolution.
On February 1st 2015, Ms. [redacted] contacted [redacted] again stating she received the check but continued to dispute the amount and went on to compile a list of amounts she felt were incorrect and sent pictures of the documents by email. These documents contained only dates and amounts and did not contain any order information. [redacted] again asked for specific order numbers and amounts that would back up Ms. [redacted]'s claim but this information wasn't received. On February 1st, 2015, Ms. [redacted] notified [redacted] that she lost the check that was sent to her.
On February 5th 2015, after multiple correspondences with [redacted], Ms. [redacted] wrote "Let's just forget about the difference in our numbers. Please simply reissue me a new check. The $20 stop check fee is fine." This indicated to ModCloth that Ms. [redacted] had accepted our resolution and as result, a new check was issued for the amount of $824.83.
Following the correspondence on February 5th, 2015, the decision was made to end our relationship with Ms. [redacted]. This was communicated to her on February 6th, 2015 through email. The message explained that we decided to end our relationship with her and as result, she would be unable to shop with us or engage in any business with us in the future. This decision was made with the best interest of the company and Ms. [redacted] in mind and is in line with our publicly stated Terms and Conditions, of which I have included a screen capture. ModCloth clearly states that by using ModCloth.com, "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 Use."
We provided Ms. [redacted] with a message with a brief explanation of our decision as a courtesy to her. We do not take this kind of decision lightly and it came from all parts of Ms. [redacted]'s relationship with ModCloth. As it stands, Ms. [redacted] is unable to shop or do any business with ModCloth as result of our decision to end our relationship with her. This decision will remain in place and ModCloth will continue to no longer do business with Ms. [redacted].
[redacted]
Customer Care Shift Manager
ModCloth.com

Initial Business Response /* (1000, 5, 2015/10/20) */
Dear Mrs. [redacted],
We have received the complaint from Ms. [redacted] that was issued October 15th, 2015, regarding the total amount that she was refunded for ModCloth orders XXXXXXXX and XXXXXXXX.
Ms. [redacted] reached out to...

Customer Care via phone on October 6th, 2015, and spoke with one of our advocates regarding the tax refund that was missing from these returns. At that time, we filed manual refund requests totaling $4.82 and $27.56. These amounts reflect the total taxes applied to the refunds in question. These refunds were processed, and Ms. [redacted] should see the funds available in the accounts that she used to make her initial purchases.
At the time of Ms. [redacted]'s phone call, this was a newly discovered issue, and the advocates were not fully aware of the bug. We apologize if the tone of that phone call did not reflect the severity of the situation. Contrary to Ms. [redacted]'s belief, not all orders that were placed in September were affected by this bug. We take this issue very seriously, and have worked diligently with our bugs and accounting teams to locate every order that was impacted. We value our customers, and their trust in our company. We want Ms. [redacted] to know that all customers affected by this system error will be taken care of.
As an apology for the trouble Ms. [redacted] experienced with these orders, we have sent her a 25% off coupon code to use on a future order. We hope that she will accept our apology, and consider shopping with ModCloth again in the future.
Should Ms. [redacted] have any additional questions, she is more than welcome to contact our Customer Care Team.
Best,
[redacted], Customer Care Shift Lead, ModCloth
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, the statement here is false: "Contrary to Ms. _____'s belief, not all orders that were placed in September were affected by this bug." I never stated as such. I only relayed what a customer service agent stated to me, which was that some orders from Sept experienced the glitch but they were unable to identify which ones. When pocketing tax on a refund is involved, a professional apology is in order, rather than a very late response to an email sent by the customer to customer service. That's not a formal apology. In addition, after all the time, energy, distress, anxiety, and (theft) that was caused here, a 25% off coupon is also not an appropriate response. I would like to ask for a formal apology and for a minimum of a $50 gift card. Nothing short of that is satisfactory in this case.
Final Business Response /* (4000, 9, 2015/11/03) */
Dear Mrs. [redacted],
We have received the response from Ms.[redacted] indicating that she would prefer a more formal apology for the aforementioned situation regarding her refund from ModCloth orders XXXXXXXX and XXXXXXXX.
At this point, Ms. [redacted] has received her refund, in addition to a 25% off coupon code to use on a future order. Because Ms. [redacted] filed a complaint with the Revdex.com, in addition to her email to our Customer Care department, she was sent 2 responses. We sincerely apologize if the response that she received from our Customer Care Department was not as formal as the response that she received here.
While we are not able to issue a $50 Gift Card to Ms. [redacted], we hope that she will accept our formal apology through your services, in addition to the 25% off coupon that was sent to her in good faith.
Best,
[redacted], Customer Care Shift Lead, ModCloth

Initial Business Response /* (1000, 5, 2016/01/04) */
Dear Ms. [redacted]
We received Ms. [redacted]'s complaint on December 24th, 2015 regarding our holiday shipping deadline. In her complaint, Ms. [redacted] states that she feels ModCloth scammed her into purchasing and that her order...

would not arrive in time. Ms. [redacted] contacted Customer Care on December 23rd to inquire about the estimated date of arrival for her package. One of our Care advocates did explain that FedEx and USPS were experiencing delays which could impact her order.
Ms. [redacted] is correct that our posted shipping deadlines stated that FedEx Savvy Saver would delivery by the 24th if the order was received by the 16th. Ms. [redacted]'s order shipped out on the same day that the order was placed, December 16th, 2015, and according to the FedEx tracking information, was delivered to her on December 24th, 2015. This is within the stated shipping deadline and within what was promised by ModCloth. It should be noted that FedEx and USPS experienced general shipping delays that were separate of ModCloth and outside of our control. These delays did impact Ms. [redacted]'s package but the order was still delivered on time.
I understand that this experience caused Ms. [redacted] frustration however we are unable to cancel her order now that it has shipped and been received. It is never the intention of ModCloth to cause customers any kind of frustration or to make customers feel as though they are being misled with our advertising. We do try our best to make sure the information provided is accurate however we are occasionally at the mercy of our third party shipping partners.
We would love to maintain a positive relationship with Ms. [redacted] and hope that this information does help. Please let me know if there are any additional questions or information required.
[redacted]
Customer Care Shift Manager
[redacted]

Dear [redacted],
We have received the complaint filed by Ms. [redacted] on September 9th, 2016. In her complaint, Ms. [redacted] expressed her frustration with the refund she received for order #[redacted]. 
The original order, #[redacted], was placed on October 8th, 2015 in the amount of...

$96.74.  This was a single item order for a Pretty on the Park Bench A-Line Dress in Dots - Size M.  Ms. [redacted] elected to use the Store Credit that was available in her account to cover the cost of this order. 
Ms. [redacted] exchanged the Pretty on the Park Bench A-Line Dress in Dots - Size M for a Size Small.  Ms. [redacted] then returned the Pretty on the Park Bench A-Line Dress in Dots - Size Small, order #[redacted].  It was processed by our Returns Team on December 30th, 2015.  The refund from this return was processed as Store Credit, the same method in which the order was originally paid for.  We are unable to switch refunds to a new or different payment method other than what was originally used on an order. 
 
We list this policy on our site:
 
  You can reference this information on our site by following this link:  [redacted]
 
This policy is also outlined on our FAQ page:
You can reference this information on our site by following this link:  [redacted]
 
Ms. [redacted] reached out to our Customer Care Department on September 29th, 2016.  During this conversation, Ms. [redacted] requested that we refund the $96.74 in Store Credit from the purchase made in 2015 ([redacted]) to an alternate method of payment.   At that time we informed Ms. [redacted] that this was not something that we were able to do, and reiterated the aforementioned policy. 
We hope that this information better explains the policy in question.  We hope that Ms. [redacted] will consider shopping with us in the future.  We are happy to offer up any additional explanations regarding policy and procedure at her request.
 
Best,
[redacted], Customer Care Shift Lead, ModCloth

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, 2015/10/10) */
Dear Mrs. [redacted],
We have received the complaint filed by Ms. [redacted] on October 6th, 2015. In her complaint, Ms.[redacted] expressed her frustration with the refund she received for order #XXXXXXXX.
Order #XXXXXXXX was placed on...

September 7th, 2015 in the amount of $79.98. Ms. [redacted] elected to use the store credit that was available in her account to cover $78.95 of this purchase. The remaining $1.03 was covered by Ms. [redacted]'s VISA ending in 7445.
Ms. [redacted] returned the Abiding Beauty Dress in Olive from this order. It was processed by our returns team on October 6th, 2015. The refund from this return was processed using the same method in which it was paid for, as we state on our website. The following outlines the exact breakdown of the refund in question:
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $1.03 reference code krn9ynm
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $5.0 into customer's store credit
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $42.97 into customer's store credit
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Includes $5.99 Return Shipping Fee.
The sum of the amounts listed above equal the total price Ms. [redacted] paid for the returned dress, $54.99.
On October 6th, 2015, Ms. [redacted] reached out via phone about her refund. At that time we went over our return policy which states, "We are unable to switch refunds to a new or different payment method other than what was originally used on your order." This information is listed on our site under "Returns & Exchanges". We have included a screenshot of this information for reference. The link to this information on the site is: http://www.modcloth.com/help/returns_exchanges
At the time of this call, we refunded Ms. [redacted] in the amount of $5.99 for the return shipping fee that was collected per our terms and conditions. This amount was added to Ms. [redacted]'s account as store credit.
At this time, we are unable to refund Ms. [redacted] for the order in question to any form of payment other than that which she used to place said order.
We hope that this breakdown has cleared up any confusion with regards to this situation. Should Ms. [redacted] have any additional questions regarding future orders, she is more than welcome to contact our Customer Care Team. We are always happy to offer additional explanations of the terms and conditions that are made available on our website.
Best,
[redacted], Customer Care Shift Lead, ModCloth

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]

Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Ms. [redacted]
We have received the complaint filed by [redacted] on October 26th, 2015. In this complaint, Ms. [redacted] expresses her disappointment with ModCloth and our gift certificate process procedure. As it states in...

our frequently asked question section of the gift certificates page:
"For your safety and security, certificates purchased in larger amounts require review and approval by our Customer Care team. This may create a small delay - usually under 24 hours, excluding weekends - between the time you purchase the certificate and the time it's sent or available for print out, but we promise we'll be quick like a bunny!"
We have attached a screen shot of the FAQ page located at: http://www.modcloth.com/help/gift_certificate_faq and we have outlined the paragraph in blue where that information was stated. Ms. [redacted] purchased her gift certificate on Saturday, October 24th, 2015, order # XXXXXXXX. Since her gift certificate was such a high amount, the normal hold period applied. On October 29th, 2015 Ms. [redacted] also sent an email with the FAQ section attached. I have attached a copy of that email. That attachment states all the above information that explains the hold. In no way did we mean to deceive or cause any frustration with Ms. [redacted]. Because of the processing periods for high amount gift certificates, we were not able to deliver the official gift certificates until the proper people could approve it. On October 25th Ms. [redacted] called in and spoke to one of our assistant leads, Adam S. Ms. [redacted] expressed her frustration with the gift certificate process and how she had nothing to give her daughter. Adam S. offered to send a copy of the gift certificate to Ms. [redacted] with the certificate code included so that she could have something to physically give her daughter, and after that certificate was approved she would be able to use that code. Adam also offered Ms. [redacted] a coupon for 10% off and free express shipping (valued at $14) as an expression of good faith in our willingness to appease the situation.
I sincerely apologize for the frustration and disappointment this has caused Ms. [redacted]. At this time, we have tried our best to help Ms. [redacted] and to come to a solution that is best for her and within our policies and procedures. Please let me know if any additional information is needed regarding this matter, or if there are any questions.
Best,
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The resolution I've requested is as follows:
The website should be changed to reflect the reality of the gift card timing and dollar amounts that trigger delays.
Once that is in place, I would call this closed.
Final Business Response /* (4000, 9, 2015/11/19) */
Dear Ms. [redacted],
We have received the most recent response from Ms [redacted] from 11/13/15. We assert once again that the website is accurately reflective of our gift card policy, and that policy is in place to protect our customers. We sincerely apologize for the delay and frustration this policy caused Ms [redacted], however we will be unable to make any changes to the site or posted policy.
Since it is at our discretion to alter the policy and/or threshold at which gift certificates require approval, we will not be able to post that information online. These decisions are not made lightly, and always have the best interest of our customer at their epicenter.
Ms [redacted] also has our apologies that I, or an authorized member of our team was not present in office on the weekend her order was placed, and she experienced the processing delay she did. We strive to have daily coverage, however this is occasionally an impossibility.
Best Regards,
[redacted]
Senior Manager, Customer Care
ModCloth

Initial Business Response /* (1000, 5, 2015/10/10) */
Dear Mrs. [redacted],
We have received the complaint filed by Ms. [redacted] on October 6th, 2015. In her complaint, Ms.[redacted] expressed her frustration with the refund she received for order #XXXXXXXX.
Order #XXXXXXXX was placed...

on September 7th, 2015 in the amount of $79.98. Ms. [redacted] elected to use the store credit that was available in her account to cover $78.95 of this purchase. The remaining $1.03 was covered by Ms. [redacted]'s VISA ending in 7445.
Ms. [redacted] returned the Abiding Beauty Dress in Olive from this order. It was processed by our returns team on October 6th, 2015. The refund from this return was processed using the same method in which it was paid for, as we state on our website. The following outlines the exact breakdown of the refund in question:
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $1.03 reference code krn9ynm
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $5.0 into customer's store credit
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $42.97 into customer's store credit
XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Includes $5.99 Return Shipping Fee.
The sum of the amounts listed above equal the total price Ms. [redacted] paid for the returned dress, $54.99.
On October 6th, 2015, Ms. [redacted] reached out via phone about her refund. At that time we went over our return policy which states, "We are unable to switch refunds to a new or different payment method other than what was originally used on your order." This information is listed on our site under "Returns & Exchanges". We have included a screenshot of this information for reference. The link to this information on the site is: http://www.modcloth.com/help/returns_exchanges
At the time of this call, we refunded Ms. [redacted] in the amount of $5.99 for the return shipping fee that was collected per our terms and conditions. This amount was added to Ms. [redacted]'s account as store credit.
At this time, we are unable to refund Ms. [redacted] for the order in question to any form of payment other than that which she used to place said order.
We hope that this breakdown has cleared up any confusion with regards to this situation. Should Ms. [redacted] have any additional questions regarding future orders, she is more than welcome to contact our Customer Care Team. We are always happy to offer additional explanations of the terms and conditions that are made available on our website.
Best,
[redacted], Customer Care Shift Lead, ModCloth

Initial Business Response /* (1000, 5, 2015/06/08) */
Ms [redacted]
Revdex.com of the Golden Gate and Northern California
1000 Broadway, Suite [redacted]
Oakland CA XXXXX
RE: Complaint # XXXXXXXX

Ms Singleton:

We have received the complaint from Ms. [redacted] in regard to her refund from...

ModCloth Order #XXXXXXXX. In the complaint, Ms. [redacted] has stated that she returned an item to ModCloth and feels her funds were not returned to her in a manner she found to be timely. At the time of this response, all money due to Ms. [redacted] from this order appears to have been returned to her original form of payment.

On May 17th, Ms. [redacted] contacted a Customer Care Advocate to inquire why she has not seen her refund back from the order returned to us on May 6th. The Advocate read the order notes to Ms. [redacted], which stated that the customer (Ms. [redacted]) had chosen to receive her refund in the form of store credit when she processed the return through her online store account. Ms. [redacted] expressed she had not understood that she would be issued store credit. At that time, the Advocate consulted with a supervisor and offered to have the order refunded to Ms. [redacted], and as an extreme courtesy she also let Ms. [redacted] keep the store credit in the amount of $94.99. This courtesy was offered as a show of good intention and to maintain a good relationship with Ms. [redacted]. Because this order had already been processed as returned in our shipping system, the refund had to be completed manually and would be subject to an additional 2-5 business day processing time. A request was filed to refund $84.00 and was attempted to be processed the following day. We advise all of our customers that refunds will take between 2 and 5 business days for the funds to be fully returned to a customer's bank account, and this timeline can vary depending on the bank they are using. Unbeknownst to us at the time, this refund did not process correctly and her funds were not issued back to her. We saw no notification of this error until Ms. [redacted] contacted us again on May 24th. As soon as the mistake was recognized, her refund was immediately reprocessed and sent to Ms. [redacted]' bank for issuance.

While we have expressed on numerous occasions we are very sorry for any inconvenience Ms. [redacted] may have experienced by waiting an extra 7 days for the refund to be correctly processed, I reaffirm this was simply a clerical error and in no way intended to penalize Ms. [redacted]. As a show of good faith, we have also refunded the return shipping fee of $5.99 that was applied to this order. With this final refund, we believe we have fully appeased the issue of a delayed refund by not only refunding this order in full but also allowing Ms. [redacted] to keep an additional $94.99 worth of store credit she can use at her discretion. It appears that the $94.99 in store credit that was issued to Ms. [redacted]' personal account has already been used to place a new order, so we take this as an indication that the issue has been resolved.
Sincerely,

[redacted]
Customer Care Shift Lead ModCloth.com
[redacted] Drive, [redacted] XXXXX

Initial Business Response /* (1000, 5, 2015/08/14) */
Dear Ms. [redacted],
We have received the complaint filed by Ms. [redacted] on August 10th, 2015. In this complaint, Ms. [redacted] 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 expected. Ms. [redacted] contacted Customer Care at ModCloth twice about her order. During the first conversation, which took place on July 30th, 2015, Ms. [redacted] asked for her order to be cancelled. She was told that this was not possible due to a system limitation and that we could attempt to upgrade the shipped at no cost. A request was filed with a shipping specialist in our fulfillment center to upgrade the shipping method. This upgrade was successful and the shipping on her package was upgraded from the free Savvy Saver shipping to the $21 ASAP method at no additional cost to Ms. [redacted]. 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 method. The original Savvy Saver shipping Ms. [redacted] chose does have processing time which is determined by volume of orders and no specific processing time is stated for Savvy Saver shipments. Upgrading the order to the ASAP shipping method only ensured that once the package left our fulfillment center, it would arrive in 1-2 business days.
Ms. [redacted] 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, 2015. 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 6th. Ms. [redacted]'s package shipped out shortly after that conversation and arrived to her on August 4th, 2015.
Ms. [redacted] left multiple posts on the ModCloth Facebook page expressing her frustration with ModCloth and commented on other customers' posts, as well. As result, one of our Customer Care Social Specialists followed up with Ms. [redacted] on August 3rd, 2015, prior to her order shipping, to explain the delay and the pending authorization on her account. In her complaint, Ms. [redacted] states that ModCloth captured funds prior to her order shipping. ModCloth only authorizes funds when an order is placed and doesn't fully capture them until the order ships from our fulfillment center. Ms. [redacted] was not charged for her order until it was fulfilled and shipped.
In her complaint, Ms. [redacted] is asking for the cancellation and refund of her order, however, her order shipped from ModCloth on August 3rd, 2015 and has already been delivered to her. At this time, we are unable to offer a cancellation and refund of this order. Ms. [redacted] is welcome to return the order to ModCloth for a full refund as long as the order is received within 30 days of the date of shipment. If Ms. [redacted] needs longer for the return or would like to discuss this further, she is welcome to write in to [redacted]@ModCloth.com and write ATTN [redacted] in the subject line. I 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 software. This shutdown did cause general shipment delays. Ms. [redacted]'s order was placed on July 26th, one day before the fulfillment center shut down and as result was impacted by the general delays. We did message the processing delays but this was after Ms. [redacted]'s order was placed and I absolutely apologize for any frustration the delays caused her. It was an oversight on ModCloth's part that the potential shipping delays were not posted sooner. I am very sorry that Ms. [redacted]'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.
[redacted]
Customer Care Shift Manager
[redacted]

Initial Business Response /* (1000, 5, 2015/07/29) */
Dear Ms. [redacted]
We have received the complaint filed by Ms. [redacted] on July 28th, 2015. In the complaint, Ms. [redacted] states that she purchased gift certificates online from a third party site that was unrelated to ModCloth. The credits...

that were purchased by Ms. [redacted] 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 purchase. The credits purchased by Ms. [redacted] were obtained using methods that violate our terms and conditions of this program and as result, could no longer be honored by ModCloth. We do not have record of Ms. [redacted] 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. [redacted] and anyone associated with her billing and shipping addresses. When we notified Ms. [redacted] of this decision, we did include the verbiage that was posted in our terms and conditions. I have include the applicable passage [redacted] Credits are not property, have no monetary value and may not be redeemed for cash. Referral Credits are not transferable and may not be assigned, auctioned, traded, bartered or sold. Company 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 issued. Company reserves the right to revoke Referral Credits if it determines, in its sole discretion, that Referrer has engaged in fraudulent referral activity (e.g. inviting 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. [redacted] did not abide by our terms and conditions and as result, we ended our relationship with her. Because 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 conditions. Additionally, 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 site. The funds Ms. [redacted] exchanged for these credits were paid to the seller via the third party site and were not paid to us. We have no way of offering any kind of refund for this transaction and it would be best for Ms. [redacted] to contact the selling platform through which she purchased these credits.
At this time, ModCloth is unable to fulfill Ms. [redacted]'s request of compensation for the cancelled credits. I encourage her to seek additional help through the service she used to purchase these credits. Please let us know if there are any addition concerns or information required.
[redacted]
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 work. I work as a substance abuse counselor for adolescents. Most counselors live on the property. I have a few friends I told about mod cloth and helped them make accounts so the address would be the same. I did use a few emails to get credits and did not know I was unable to do that. Once 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 person. I purchased GIFT CARDS. I called and spoke to customer service (I have the email correspondence with the seller proving this) The name was [redacted]. I was told by your customer service that the gift cards were valid and was told the amount. I was told they were NOT fake and I could use them. I gave customer service all my information. I was never told I wasn't allowed to use these gift cards. I called about numerous gift cards and was told they were all VALID and REAL. So I payed the person selling them and applied them to my account. They worked and showed up in my account for about a week. A week later they were GONE. I called customer service and was told that it was a scam. Shouldn't they have realized this when I called, when I applied to my account etc?
I am not some scam artist. I am a hard working person who works in non for profit and thought I was getting a deal. Your company told me they were good. I did everything I could to make sure these gift cards were real. Doesn'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 do. How 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. [redacted],
We received the complaint filed by Ms. [redacted] on August 10th, 2015. In her rebuttal, Ms. [redacted] 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 valid. While the gift certificates purchased were useable according to our administrative system, they were obtain by the seller through fraudulent means. Because of this, we are unable to honor those gift certificates and are not responsible for offering any kind of reimbursement for them. The gift certificates were not purchased from ModCloth by Ms. [redacted] and therefore we cannot claim responsibility for refunding or replacing these codes. I encourage Ms. [redacted] 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. [redacted]'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 use. This 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 service. Ms. [redacted] 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 result. I previously included the passage [redacted] 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 services. This 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 Use. Any suspected fraudulent, abusive, or illegal activity that may be grounds for termination of your membership may be referred to appropriate law enforcement authorities. These 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 [redacted] 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 membership. Further, 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. [redacted] was not taken lightly and was considered on multiple levels before finalized. We are unable to reimburse Ms. [redacted] 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 account. Please let me know if there are any addition concerns or information required.
[redacted]
Customer Care Shift Manager
ModCloth.com
[redacted]

I've ordered from ModCloth on several occasions, purchasing over 20+ items in total. Each time I've had an excellent experience-- the products are good quality and as advertised. When I've had to return items (for sizing) I opted for the store credit amount + $5 (just for choosing store credit!) and was completely satisfied! I too had an "oversale" issue before. C'mon people.. not a problem! ModCloth never charged me for the item (which was a low-stock item I tried buying during a big sale) and I was notified when it came back in stock.

Recently I had an order go missing (presumably the package was stolen off my front porch). I contacted both FedEx (who has yet to respond...) and ModCloth (who responded in 1 day) about the missing package. ModCloth offered to reship the items still in stock and provide a refund for the shirt that was no longer in stock. For me, this was the best possible outcome so I am extremely satisfied with their customer service & policies.

Ms. [redacted],
                We have received the complaint from [redacted], #[redacted].  We understand that [redacted] attempted to cancel her order on 4/23/17, outside of the 60 minutes we systemically have to make...

and adjustments or cancel orders.  We apologize for being unable to assist, but this is simply a system limitation that we face.
                I do see that when [redacted] placed her order on Saturday, 4/22/17 she selected our Express shipping method, which our site states “For orders placed before 10 a.m. EST, delivery is 2-3 business days, Monday-Friday.”  It would have been our expectation that her order shipped on Monday, April 24th, however an exception occurred in our processing system which held her order up.  Regrettably, the order did not ship until Friday 4/28/17. 
                At this time we have refunded [redacted] for her shipping charges, as well as the typical $6 fee for returns.  Once her package is received by our team, we will process the remaining refund for her order to her original payment method.
                Additionally, I would love to offer [redacted] a code to redeem on any future order for free Overnight shipping.  If she would be interested in this, she will simply need to send an email to [redacted] ATTN: [redacted] and I will gladly send it to her directly.
 
Best Regards,
[redacted]
Senior Manager | ModCloth

Initial Business Response /* (1000, 5, 2014/11/17) */
Contact Name and Title: [redacted] CC Shift Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@modcloth.com
From the desk of [redacted]
Tel: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
November 17, 2014
[redacted]
Revdex.com of the...

Golden Gate and Northern California
1000 Broadway, Suite 625
Oakland CA XXXXX
RE: Complaint # XXXXXXXX
Dear Ms. [redacted]
I have received the complaint that was submitted to you by Ms. [redacted] on November 12, 2014 regarding her exchange difficulties.
Ms. [redacted] placed an order under her daughter's account, [redacted]@yahoo.com, on August 25th for the All Play, No Work Dress in size medium for a total of $59.12. She paid with $47.99 in store credit and $11.13 through her PayPal account. We shipped the dress on August 26th. On October 16th, a return shipping label was generated from our website requesting an exchange. It was placed in the mail on October 25th, received by our facility on November 5th, and on November 7th the return was processed. She had requested a large, but the item was out of stock in that size. We do not hold items for regular mail exchanges and only process the return once it arrives to our facility. If an item is out of stock, we issue a refund to the original payment method and do not charge the return shipping fee. Our returns team erroneously issued her store credit for the entire order and subtracted the $5.99 return shipping fee.
She contacted our Customer Service department via chat on November 7th along with sending an email, both attached below. After talking with our Customer Care advocates and Shift Lead [redacted] V., Ms [redacted] was refunded the $11.13 that she paid for the order and provided with a 20% off coupon for future use. We also provided the vendor information and allowed her to keep the $5.14 in additional store credit she was issued. Since she was refunded for the dress, we could not reship it as she requested and it was out of stock at the time of the original request. On November 10th, we had another Medium become available in stock in our inventory and Ms. [redacted] was able to successfully purchase the dress with order XXXXXXXX.
At this time, Ms. [redacted] has been refunded in full for the original purchase and was able to purchase the dress again. We do regret the negative Customer Care experience and I will be reaching out to Ms. [redacted] independently with an added apology for her trouble. I have included the chat and email transcripts, as well as our exchange policy as posted online. This is all in an effort to resolve this complaint and maintain a good relationship between Ms. [redacted] and [redacted] If you need any additional information regarding this matter, or have any questions, please let me know.
Sincerely,
[redacted]
Customer Care Shift Manager
ModCloth.com

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 this complaint, Ms. [redacted] expressed her frustration with ModCloth and our current APO/FPO/DPO shipping policy. At this time, ModCloth offers USPS...

Ground shipping to APO, FPO and DPO addresses for a flat rate of $8, the same rate that our contiguous and non-contiguous customers pay for this specific method. We also offer use of our return shipping label to these customers although due to a system issue, they need to contact our Customer Care team and have the label manually created for them. At this time, we are unable to offer exchanges for customers shipping to an APO, FPO or DPO addresses due to a system limitation. We understand the inconvenience that this causes our military customers and are currently working on resolving this issue in order to allow for exchanges from these addresses. We do have other options available for these customers.
Ms. [redacted] also expressed concern that her comments posted to our Facebook were hidden and that she was blocked. All of Ms. [redacted]'s Facebook comments are currently public on the main page and our Social Media Specialist replied to those which were directed to ModCloth. The rest of the comments were left on posts made by other customers and were not replied to by ModCloth. In ModCloth's reply to Ms. [redacted], we explained that we are forwarding her feedback to the team that is best suited to help. Ms. [redacted] has not been blocked on Facebook and none of her posts hidden by anyone at ModCloth.
ModCloth takes customer feedback seriously and have received this specific feedback from other customers previously, both privately through email and publically on our Facebook page. We have forwarded all of this information to the teams responsible for making these decisions and are looking into a way to offer a more military family-friendly service. This will take time as it involves changes on our part but it is being considered internally at this time. While Customer Care at ModCloth fields many questions and pieces of feedback, it is not always in our power to act on the suggestions received so we forward on the feedback to the team that will be able to help.
As a show of our good intentions, I have filed a request to have the $8 fee Ms. [redacted] paid for shipping refunded back to her original payment method. Ms. [redacted] previously received the $8 shipping back in the form of store credit, a courtesy offered by one of our Customer Care Shift Leads. Ms. [redacted] is welcome to keep this $8 store credit as an added apology, as well as the $8 shipping fee refund. This was in no way meant to be a penalty and is our standard policy. Ms. [redacted] was issued a refund and was provided the full amount paid for the item. This information was explained to Ms. [redacted] by one of our Customer Care Shift Leads in response to an email she sent to Customer Care on Thursday June 4th, 2015.
We are [redacted] to continue to work on improving our shipping and returns policies for APO, FPO and DPO customers as we respect our military members, and their families, and are [redacted] to do what we can to show our appreciation. We will continue to provide our APO, FPO and DPO customers with free return shipping labels via our Customer Care team and are [redacted] to offer solutions for exchanges. Should Ms. [redacted] wish to continue shopping with us, she is welcome to contact our Customer Care team for help with returns and exchanges.
Best,
[redacted]
Customer Care Shift Manager
ModCloth [redacted]

Initial Business Response /* (1000, 5, 2015/11/10) */
Dear Ms. [redacted]
We have received the complaint filed by [redacted] on October 26th, 2015. In this complaint, Ms. [redacted] expresses her disappointment with ModCloth and our gift certificate process procedure. As it states in our...

frequently asked question section of the gift certificates page:
"For your safety and security, certificates purchased in larger amounts require review and approval by our Customer Care team. This may create a small delay - usually under 24 hours, excluding weekends - between the time you purchase the certificate and the time it's sent or available for print out, but we promise we'll be quick like a bunny!"
We have attached a screen shot of the FAQ page located at: http://www.modcloth.com/help/gift_certificate_faq and we have outlined the paragraph in blue where that information was stated. Ms. [redacted] purchased her gift certificate on Saturday, October 24th, 2015, order # XXXXXXXX. Since her gift certificate was such a high amount, the normal hold period applied. On October 29th, 2015 Ms. [redacted] also sent an email with the FAQ section attached. I have attached a copy of that email. That attachment states all the above information that explains the hold. In no way did we mean to deceive or cause any frustration with Ms. [redacted]. Because of the processing periods for high amount gift certificates, we were not able to deliver the official gift certificates until the proper people could approve it. On October 25th Ms. [redacted] called in and spoke to one of our assistant leads, Adam S. Ms. [redacted] expressed her frustration with the gift certificate process and how she had nothing to give her daughter. Adam S. offered to send a copy of the gift certificate to Ms. [redacted] with the certificate code included so that she could have something to physically give her daughter, and after that certificate was approved she would be able to use that code. Adam also offered Ms. [redacted] a coupon for 10% off and free express shipping (valued at $14) as an expression of good faith in our willingness to appease the situation.
I sincerely apologize for the frustration and disappointment this has caused Ms. [redacted]. At this time, we have tried our best to help Ms. [redacted] and to come to a solution that is best for her and within our policies and procedures. Please let me know if any additional information is needed regarding this matter, or if there are any questions.
Best,
[redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The resolution I've requested is as follows:
The website should be changed to reflect the reality of the gift card timing and dollar amounts that trigger delays.
Once that is in place, I would call this closed.
Final Business Response /* (4000, 9, 2015/11/19) */
Dear Ms. [redacted],
We have received the most recent response from Ms [redacted] from 11/13/15. We assert once again that the website is accurately reflective of our gift card policy, and that policy is in place to protect our customers. We sincerely apologize for the delay and frustration this policy caused Ms [redacted], however we will be unable to make any changes to the site or posted policy.
Since it is at our discretion to alter the policy and/or threshold at which gift certificates require approval, we will not be able to post that information online. These decisions are not made lightly, and always have the best interest of our customer at their epicenter.
Ms [redacted] also has our apologies that I, or an authorized member of our team was not present in office on the weekend her order was placed, and she experienced the processing delay she did. We strive to have daily coverage, however this is occasionally an impossibility.
Best Regards,
[redacted]
Senior Manager, Customer Care
ModCloth

Initial Business Response /* (1000, 5, 2015/10/29) */
Dear Ms. [redacted],
We received the complaint filed by Ms. [redacted] on October 16th, 2015. In her complaint, Ms. [redacted] explains that she would like the $64 she has in store credit issued back to her original payment method due...

to multiple issues with ModCloth.
Ms. [redacted] initially contacted ModCloth on October 10th, 2015, to express her frustration with the shipping method she chose, ASAP. As 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 EST. This method has a 1-2 business day delivery time once it ships. Ms. [redacted] placed her order on Thursday October 8th after 10am and the order shipped on October 9th. Per 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 days. Because Ms. [redacted]'s order shipped on a Friday, it was not delivered until the following business day which was Monday October 12th.
Per Ms. [redacted]'s complaint, she is upset that the ASAP shipping does not deliver on weekends. As 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 offer. While it is possible for FedEx Overnight to deliver on weekends, our ASAP method cannot per our contract with FedEx. We do advise of this on the shipping information page quoted above.
Ms. [redacted] also states her frustration with our company's inability to reverse the store credit in her account. While we do understand that Ms. [redacted] 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 once. It is listed on our Returns Information page (http://www.modcloth.com/help/returns_exchanges) that store credit is not redeemable for cash. I have attached a screen grab of this information as well. Ms. [redacted] requested store credit on a previous order and then chose to use it to make a subsequent purchase. Sadly, it is not just a policy but actually a system limitation and is not one that anyone can override. I 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. [redacted], I am happy to offer her a discount on her next purchase that will help her make the most of her store credit. Since the credit cannot be removed from her account, I hope Ms. [redacted] will find the discount helps her use the credit either on herself or as a gift. To obtain the discount, Ms. [redacted] is welcome to send an email to [redacted]@modcloth.com and include ATTN [redacted] in the subject line. I will personally address this with her.
If there are any additional questions or concerns, please let me know.
[redacted].
Customer Care Shift Manager
[redacted]
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 2 items, however I still want to proceed with my complaint because I have yet to be satisfied with their products, and If the 2 items I have ordered I'm not happy with I want my money back. I should in no way have to keep a store credit.

Initial Business Response /* (1000, 5, 2015/10/20) */
Dear Mrs. [redacted],
We have received the complaint from Ms. [redacted] that was issued October 15th, 2015, regarding the total amount that she was refunded for ModCloth orders XXXXXXXX and XXXXXXXX.
Ms. [redacted] reached out...

to Customer Care via phone on October 6th, 2015, and spoke with one of our advocates regarding the tax refund that was missing from these returns. At that time, we filed manual refund requests totaling $4.82 and $27.56. These amounts reflect the total taxes applied to the refunds in question. These refunds were processed, and Ms. [redacted] should see the funds available in the accounts that she used to make her initial purchases.
At the time of Ms. [redacted]'s phone call, this was a newly discovered issue, and the advocates were not fully aware of the bug. We apologize if the tone of that phone call did not reflect the severity of the situation. Contrary to Ms. [redacted]'s belief, not all orders that were placed in September were affected by this bug. We take this issue very seriously, and have worked diligently with our bugs and accounting teams to locate every order that was impacted. We value our customers, and their trust in our company. We want Ms. [redacted] to know that all customers affected by this system error will be taken care of.
As an apology for the trouble Ms. [redacted] experienced with these orders, we have sent her a 25% off coupon code to use on a future order. We hope that she will accept our apology, and consider shopping with ModCloth again in the future.
Should Ms. [redacted] have any additional questions, she is more than welcome to contact our Customer Care Team.
Best,
[redacted], Customer Care Shift Lead, ModCloth
Initial Consumer Rebuttal /* (3000, 7, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, the statement here is false: "Contrary to Ms. _____'s belief, not all orders that were placed in September were affected by this bug." I never stated as such. I only relayed what a customer service agent stated to me, which was that some orders from Sept experienced the glitch but they were unable to identify which ones. When pocketing tax on a refund is involved, a professional apology is in order, rather than a very late response to an email sent by the customer to customer service. That's not a formal apology. In addition, after all the time, energy, distress, anxiety, and (theft) that was caused here, a 25% off coupon is also not an appropriate response. I would like to ask for a formal apology and for a minimum of a $50 gift card. Nothing short of that is satisfactory in this case.
Final Business Response /* (4000, 9, 2015/11/03) */
Dear Mrs. [redacted],
We have received the response from Ms.[redacted] indicating that she would prefer a more formal apology for the aforementioned situation regarding her refund from ModCloth orders XXXXXXXX and XXXXXXXX.
At this point, Ms. [redacted] has received her refund, in addition to a 25% off coupon code to use on a future order. Because Ms. [redacted] filed a complaint with the Revdex.com, in addition to her email to our Customer Care department, she was sent 2 responses. We sincerely apologize if the response that she received from our Customer Care Department was not as formal as the response that she received here.
While we are not able to issue a $50 Gift Card to Ms. [redacted], we hope that she will accept our formal apology through your services, in addition to the 25% off coupon that was sent to her in good faith.
Best,
[redacted], Customer Care Shift Lead, ModCloth

Initial Business Response /* (1000, 5, 2014/09/22) */
Dear Ms. [redacted]
We have received the complaint submitted by Ms. [redacted] on September 19th regarding the status of her order with ModCloth.com. The order in question, #XXXXXXXX, was placed on September 9th. While the website does...

advise orders placed using the Savvy Saver shipping method may be subject to a 1-3 business day processing time, this order did pend longer due to a systems issue caused by a recent fulfillment center upgrade.
Ms. [redacted] contacted us on September 15th to find out the status of her order. The advocate she spoke with, Molly, filed a request to have the order investigated. Ms. [redacted] contacted us again on the 16th of September to request that the order be cancelled and was told by our advocate, [redacted], that this was not possible. We are only able to cancel orders within the first 60 minutes of it being placed so due to the order's age, we were unable to honor her request but continued to have our shipping specialist look into the order to find a resolution. The advocate did explain to Ms. [redacted] that we are unable to guarantee when the order will ship due to the issue but would try to get it out as soon as possible. Our shipping specialist was able to investigate the order and as result of the system issue as well as Ms. [redacted]'s request, cancelled the order and voided the transaction. Ms. [redacted] has been fully refunded at this time for the order.
Once the order was cancelled, an email was sent to Ms. [redacted] that included an apology as well as a 20% coupon for a future order, should she decide to shop with us again. This was done in effort to maintain a good relationship with Ms. [redacted] and was offered before this complaint was addressed. If you need any additional information regarding this matter, or have any questions, please let me know.
[redacted]
Customer Care Shift Manager
ModCloth.com
Initial Consumer Rebuttal /* (3000, 7, 2014/09/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason I called on the order the second time because the order still said pending. I was told on the phone the day before that she had no idea why it was pending and she ASSURED me that the item would be released and she would upgrade the shipping in order for me to get the item in time for a wedding I planned on attending that weekend. This business is spinning their version of what happened. The only reason I was offered a 20% off coupon was because the item was actually OUT OF STOCK and they were advertising something they didn't have inventory off. This is a poor business practice and I don't recommend doing business with this website.
Final Business Response /* (4000, 9, 2014/10/03) */
Dear. Ms. [redacted]
We have received Ms. [redacted]'s reply to our initial contact. I reviewed the chat conversations Ms. [redacted] had with us on September 15th and 16th. At the point of initial contact, we were unaware of the processing issue that was impacting Ms. [redacted]'s order. The advocate she spoke with, [redacted] did advise her that it was possible for the order to ship and arrive in time because at this time, there still was this possibility. Ms. [redacted] contacted us the next day, September 16th, asking for the order to be cancelled. The advocate she spoke with, [redacted], explained we could not process the cancellation at that time but that she would have the order investigated as it was possibly an inventory issue. Our specialist confirmed that the item was available but cancelled Ms. [redacted]'s order, per her most recent request. Screen captures of the chat conversations with [redacted] and [redacted] are attached. I am able to provide the full chat transcript upon request.
The email sent to Ms. [redacted] when the order was cancelled indicated that the item was not available. This message is automatically sent when an order is cancelled after fulfillment has started and did not reflect the true reason for cancellation. We did have the item available at that time of fulfillment but honored the most recent request from the customer to cancel and refund. The ultimate outcome is what Ms. [redacted] requested, which was that the order is cancelled and funds released. Because the customer requested cancellation and we were able to do so, we did not attempt further appeasement.
We want to maintain a positive relationship with Ms. [redacted] and would love to offer her a gift certificate for $25 to use on ModCloth.com as an apology for our system issues and delay as well as a show of our good intentions. We are happy to do this for her and can apply it directly to her account if she would like. If you need additional information regarding this matter, or have any questions, please let me know.
[redacted]
Customer Care Shift Manager, ModCloth.com