ModCloth

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

Initial Business Response / [redacted] (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, [redacted] Revdex.com of the Golden Gate and Northern California Broadway, Suite 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, 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 $She paid with $in store credit and $through her PayPal accountWe shipped the dress on August 26thOn October 16th, a return shipping label was generated from our website requesting an exchangeIt was placed in the mail on October 25th, received by our facility on November 5th, and on November 7th the return was processedShe had requested a large, but the item was out of stock in that sizeWe do not hold items for regular mail exchanges and only process the return once it arrives to our facilityIf an item is out of stock, we issue a refund to the original payment method and do not charge the return shipping feeOur returns team erroneously issued her store credit for the entire order and subtracted the $return shipping fee She contacted our Customer Service department via chat on November 7th along with sending an email, both attached belowAfter talking with our Customer Care advocates and Shift Lead [redacted] V., Ms [redacted] was refunded the $that she paid for the order and provided with a 20% off coupon for future useWe also provided the vendor information and allowed her to keep the $in additional store credit she was issuedSince 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 requestOn 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 againWe do regret the negative Customer Care experience and I will be reaching out to Ms [redacted] independently with an added apology for her troubleI have included the chat and email transcripts, as well as our exchange policy as posted onlineThis 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

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

Initial Business Response / [redacted] (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.comThe order in question, #XXXXXXXX, was placed on September 9thWhile the website does advise orders placed using the Savvy Saver shipping method may be subject to a 1-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 orderThe advocate she spoke with, Molly, filed a request to have the order investigatedMs [redacted] contacted us again on the 16th of September to request that the order be cancelled and was told by our advocate, ***, that this was not possibleWe are only able to cancel orders within the first 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 resolutionThe 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 possibleOur shipping specialist was able to investigate the order and as result of the system issue as well as Ms***'s request, cancelled the order and voided the transactionMs [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 againThis was done in effort to maintain a good relationship with Ms [redacted] and was offered before this complaint was addressedIf 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 / [redacted] (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 pendingI 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 weekendThis business is spinning their version of what happenedThe 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 offThis is a poor business practice and I don't recommend doing business with this website Final Business Response / [redacted] (4000, 9, 2014/10/03) */ DearMs [redacted] We have received Ms***'s reply to our initial contactI reviewed the chat conversations Ms [redacted] had with us on September 15th and 16thAt the point of initial contact, we were unaware of the processing issue that was impacting Ms***'s orderThe 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 possibilityMs [redacted] contacted us the next day, September 16th, asking for the order to be cancelledThe advocate she spoke with, ***, explained we could not process the cancellation at that time but that she would have the order investigated as it was possibly an inventory issueOur specialist confirmed that the item was available but cancelled Ms***'s order, per her most recent requestScreen captures of the chat conversations with [redacted] and [redacted] are attachedI 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 availableThis message is automatically sent when an order is cancelled after fulfillment has started and did not reflect the true reason for cancellationWe did have the item available at that time of fulfillment but honored the most recent request from the customer to cancel and refundThe ultimate outcome is what Ms [redacted] requested, which was that the order is cancelled and funds releasedBecause 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 $to use on ModCloth.com as an apology for our system issues and delay as well as a show of our good intentionsWe are happy to do this for her and can apply it directly to her account if she would likeIf you need additional information regarding this matter, or have any questions, please let me know [redacted] Customer Care Shift Manager, ModCloth.com

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Ms [redacted] We have received the complaint filed by Ms [redacted] on June 8th, In this complaint, Ms [redacted] expressed her frustration with ModCloth and our current APO/FPO/DPO shipping policyAt 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 methodWe 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 themAt this time, we are unable to offer exchanges for customers shipping to an APO, FPO or DPO addresses due to a system limitationWe 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 addressesWe 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 blockedAll of Ms***'s Facebook comments are currently public on the main page and our Social Media Specialist replied to those which were directed to ModClothThe rest of the comments were left on posts made by other customers and were not replied to by ModClothIn ModCloth's reply to Ms***, we explained that we are forwarding her feedback to the team that is best suited to helpMs [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 pageWe 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 serviceThis will take time as it involves changes on our part but it is being considered internally at this timeWhile 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 $fee Ms [redacted] paid for shipping refunded back to her original payment methodMs [redacted] previously received the $shipping back in the form of store credit, a courtesy offered by one of our Customer Care Shift LeadsMs [redacted] is welcome to keep this $store credit as an added apology, as well as the $shipping fee refundThis was in no way meant to be a penalty and is our standard policyMs [redacted] was issued a refund and was provided the full amount paid for the itemThis 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, 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 appreciationWe 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 exchangesShould 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]

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

Always fast shippingSimple returnsExceptional, unique productsImpressive marketing communications with emphasis on engaging with their fans/community

Initial Business Response / [redacted] (1000, 5, 2015/06/16) */ Dear Ms [redacted] We have received the complaint filed by Ms [redacted] on June 8th, 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 timeIn 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 returnMs [redacted] was issued store credit, per her request on her orders # XXXXXXX, #XXXXXXX, #XXXXXXXShe used this store credit towards orders #XXXXXXX, #XXXXXXX and #XXXXXXXAll of these orders were placed between March and April 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 categoryA 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 accountWe are unable to redeem the store credits for a refund or remove the credit from her accountIf Ms [redacted] would like a refund for the $store credit, we will need to close her ModCloth account permanentlyShe is welcome to write into ModCloth at [redacted] @modcloth.com and write ATTN: [redacted] in the subject line of this requestWithout this direct request, I will be unable to close her account and request a refundShould 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 customersPlease let me know if there are any questions Best, [redacted] Customer Care Shift Manager ModCloth.com [redacted]

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

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

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Dear Ms [redacted] We have received the complaint filed by [redacted] on July 2nd, 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 page document outlining all of the orders placed and the refunds and credits issued back for returns madeThis document contained the information broken down by order [redacted] contacted us again on July 30th, 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 explainedIn this conversation, she said she wanted all of her store credit refunded which is a system limitation for usBeyond this, store credit, especially that which has been used, is not eligible for refundMs [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 amountsMs [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 $This was the total amount of store credit in Ms [redacted] 's account, minus the $store credit bonuses received as part of a promotion, which are non-refundableThis amount also matched the information which was provided to her previouslyOn 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 emailThese 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 receivedOn 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 numbersPlease simply reissue me a new checkThe $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 $ 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, through emailThe 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 futureThis 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 captureModCloth 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 herWe do not take this kind of decision lightly and it came from all parts of Ms [redacted] 's relationship with ModClothAs it stands, Ms [redacted] is unable to shop or do any business with ModCloth as result of our decision to end our relationship with herThis 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 / [redacted] (1000, 5, 2015/06/08) */ Ms [redacted] Revdex.com of the Golden Gate and Northern California 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 #XXXXXXXXIn 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 timelyAt 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 6thThe 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 accountMs [redacted] expressed she had not understood that she would be issued store creditAt 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 $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-business day processing timeA request was filed to refund $and was attempted to be processed the following dayWe advise all of our customers that refunds will take between and 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 usingUnbeknownst to us at the time, this refund did not process correctly and her funds were not issued back to herWe saw no notification of this error until Ms [redacted] contacted us again on May 24thAs 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 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 $that was applied to this orderWith 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 $worth of store credit she can use at her discretionIt appears that the $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

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: [redacted] ***, 05/25/07:19:am [redacted] ***How may I help you? [redacted] 07:20:am Hi [redacted] 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: [redacted] [redacted] *07:21:am Hi [redacted] ! Those Unidays codes are for 15% off ful

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, [redacted] 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

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

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ Dear Ms [redacted] We received Ms [redacted] 's complaint on December 24th, regarding our holiday shipping deadlineIn her complaint, Ms [redacted] states that she feels ModCloth scammed her into purchasing and that her order would not arrive in timeMs [redacted] contacted Customer Care on December 23rd to inquire about the estimated date of arrival for her packageOne 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 16thMs [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, This is within the stated shipping deadline and within what was promised by ModClothIt should be noted that FedEx and USPS experienced general shipping delays that were separate of ModCloth and outside of our controlThese 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 receivedIt 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 advertisingWe 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 helpPlease let me know if there are any additional questions or information required [redacted] Customer Care Shift Manager [redacted]

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

Dear [redacted] , We have received the complaint filed by Ms*** [redacted] on September 9th, 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, in the amount of $ 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, 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 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, During this conversation, Ms [redacted] requested that we refund the $in Store Credit from the purchase made in ( [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

Initial Business Response / [redacted] (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 returnsAt that time, we filed manual refund requests totaling $and $These amounts reflect the total taxes applied to the refunds in questionThese 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 bugWe apologize if the tone of that phone call did not reflect the severity of the situationContrary to Ms [redacted] 's belief, not all orders that were placed in September were affected by this bugWe take this issue very seriously, and have worked diligently with our bugs and accounting teams to locate every order that was impactedWe value our customers, and their trust in our companyWe 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 orderWe 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 / [redacted] (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 suchI 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 onesWhen 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 serviceThat's not a formal apologyIn addition, after all the time, energy, distress, anxiety, and (theft) that was caused here, a 25% off coupon is also not an appropriate responseI would like to ask for a formal apology and for a minimum of a $gift cardNothing short of that is satisfactory in this case Final Business Response / [redacted] (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 orderBecause Ms [redacted] filed a complaint with the Revdex.com, in addition to her email to our Customer Care department, she was sent responsesWe 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 $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