ModCloth, Inc.

Dear [redacted],
We have received the complaint filed by Ms. [redacted]...

[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]/[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

Always fast shipping. Simple returns. Exceptional, unique products. Impressive marketing communications with emphasis on engaging with their fans/community.

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, 2014/09/04) */
Dear Ms. [redacted]
We have received the complaint submitted by Ms. [redacted] on August 29th regarding her product return with ModCloth.com. The return in question, #XXXXXXX, was received 95 days after the original date of...

shipment which, per our returns policy, makes it ineligible for a refund or store credit. This is outlined in the following passage directly from the ModCloth.com website: Returns received by ModCloth between 31 and 90 days after the original order shipment date (as printed on your packing slip). This information can be found here as well: http://www.modcloth.com/help/returns_exchanges.

Ms. [redacted] contacted us on August 20th regarding this policy after receiving the email from our returns team and, due to delays, she was not responded to until the 2nd of September. On the 2nd, Care advocate [redacted] S. replied to her email and offered her full store credit which was applied directly to the customer's account. At this time, Ms. [redacted] has been issued the full $99.99 store credit for the return of order #XXXXXXX. 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.
Sincerely,
[redacted]
Customer Care Shift Manager
ModCloth.com
Initial Consumer Rebuttal /* (2000, 7, 2014/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2014/12/18) */
Dear Ms. [redacted]
We have received the complaint submitted by [redacted] on 11/25/14 regarding the cancellation of her order #XXXXXXXX with ModCloth.com. The order in question, #XXXXXXXX, was placed on 11/11/2014. While the...

website does advise orders placed with Savvy Saver shipping method may be subject to a 1-3 business day processing time, the order did pend longer due to holiday shipping delays.
Ms. [redacted] contacted us via phone on 11/19/14 about the status of her order and spoke with [redacted] on the customer care team. Lacy checked our shipping system and did not see any issues other than the normal shipping delay at that time.
On 11/30/2014 our shipping team went to process her order and realized that the order needed to be cancelled because the item that was purchased was not in stock. Since no funds were captured, we voided the authorization of $30.99, and send Ms. [redacted] an email detailing the issue with our deepest apologies and included a 20% off coupon for the disappointment.
Ms. [redacted] contacted us again on 12/3/2014, extremely upset with the oversale and she spoke with one of the customer care managers, [redacted] gave the customer a $15 gift certificate as a show our good intentions, since the original item ordered was no longer available. [redacted] also explained the oversale in detail to the customer. Please feel free to let me know if you need any additional information regarding this issue, and I would be happy to help!
Initial Consumer Rebuttal /* (3000, 10, 2014/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response because the intial 20% was almost as much as they advertise on a normal basis. ( 15%)
was offered when I purchased back in October. Now, I'm offended because after they failed to admit that they dropped the ball, as a way to say " We apologize" I was offered basically 5%, because technically the 15 was already part of the promo. Similarly, it wasnt until I sent an email to express how badly they handled the account, that I was even offered an additional 20% along with extra attitude from the young lady I spoke with.
I only intended to spend $30 at that time of purchase, so I recognize its not a large sum, so I suppose thats why their "good faith" offer is basically taking off taxes and maybe $5 exta bucks.
Well, in my opinion the principle of the matter out ways $30.99.
I was a first time customer so I decided to order small and get a feel for company. There were several other items I had on my watch list, for a future purchase. Not too mention I told my BFF about you and she was intetested in buying a few items.
I shop through Amazon & Ebay on a regular basis and I have never encountered this issue and their customer service people are very professional.
Mod Cloth could have offered the standared buy one a second item 1/2 off and it would have been a better offer, but at this point, Im tired of going back and forth. I work for a major airline and we dont ask our customers to come up with a solution, we just make sure they fly with us again in the future.
Final Business Response /* (4000, 12, 2015/01/06) */
While we could have been more proactive with our communication with the customer regarding the inventory issue on her order, we have since offered her the previously mentioned 20% off coupon and a $15 gift certificate.

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]