My Sister's Closet

Even though the store at the Pima location is open to the public They won’t let you use the bathroom
They tell you to go down the street to a grocery store s bathroom
So inconsiderate when I asked the women why she said out of order
I said I was here a month ago and you said the same thing Do you not want people to use the bathroom why not We are here shopping and buying high end items Why can we not use the bathroom ? So not right

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This response is incorrect and misleading. The business told me first that I had no credits when in fact I did. Only after going to the store and several calls was I told that they would send me a check for three of my items sold. Since one item was on layaway but would be paid for in less than a week, I agreed to have them send one check once the third item was picked up from layaway. However all items had sold nearly a month before. I was told I would be called and a check sent at that time. It wasn't. I had to call again several times and threaten to file a lawsuit and make this complaint before a check was finally sent.  I still have other less expensive items that have been sold yet my account balance is still showing zero which means they will not pay me for these items. The software problem that they term to be minor actually has been used as an excuse for not paying everyone who has not pushed the matter as I did. They still owe me money for the rest of my items sold but said they won't be able to pay me until the end of this month when they switch to their new software program. This is unacceptable. They are still advertising and making promises to consignors knowing they can't or won't be paying them for an indeterminate time period. I want to be able to go to the store and be paid for everything they have sold and for which they have been paid.
Regards,
[redacted]

To Whom It May Concern:
This is in response to complaint...

#[redacted].
We apologize for the misunderstanding Ms. [redacted] had at
our store.  Per our consignment contract
that Ms. [redacted] signed, items priced higher than $25 are eligible for pick-up
for a $5 per item pick-up fee.  The items
can be reclaimed within 60 days from the intake date.  We reserve the right to move consigned items
between our various locations.  Items
unsold at the end of the consignment period are donated to a nonprofit
group.  The consigner does get the
donation receipt for any items donated.
Depending on inventory levels, we do “box” items after they
have been out on the sales floor for a period of time and then “un-box” the
items and put them back on the sales floor for sale.  This gives the item another chance to sell
which is beneficial to the consigner.        
When Ms. [redacted] came into the store, her items had been on
the floor over 60 days and they were priced under $25.  Per our contract, the items were not eligible
to be picked-up; however, we did allow Ms. [redacted] to pick-up 2 of her items
that were priced under $25 and we did waive the $5 pick-up fee.
The Guess shoes did sell and Ms. [redacted] received $9.08 in
store credit or $7.43 in cash.  The
consigner may stop into any of our store locations to receive her cash or use
the store credit.  The consigner may also
request a check to be sent to her by contacting [redacted] or emailing [redacted].
Attached please find a copy of our consigner contract that
each consigner signs when they open an account.
Thank you,
[redacted]
[redacted]
[redacted]

This consingor was called when her money was due to her, she explained to us that she wanted to wait until all her items were sold and could just pick up 1 check.  So when the last item was sold she was spoken with, and requested us to send her a check because she was currently out of...

state.  The check was mailed the day we spoke with her.  Unfortunately, we were experiencing software issues causing a slight delay in items being processed and our consignors being paid.  Also, as was explained to this consignor, we often have customers put items on layaway.  They then have 30 days to finalize and pay in full for their items, which means the consignor cannot get paid for those items until they are fully paid for.  As was the case with this person.  She has been paid, as have all our consignors as soon as the layaway was finalized and her monies were due to her.

Eco Chic Consignments
The
consignor sold items in July and a check was sent to her on 7/11/in the
amount of $ Since 7/11/15, more items have sold and the
consignor has a balance of $in store credit or $ The
consignor may request a check at any time by contacting our account balance
line at 602.468.9900, emailing [email protected], online at
www.mysisterscloset.com or she may stop into any of our store locations
We will be happy to email the consignor a copy of her consignor report as
well.
There are
still items for sale on her account and once those items are sold, the
consignor may request a check or she may use her store credit at any one of our
store locations
Feel free
to contact me at anytime at with questions
Again, we
apologize for any inconvenience during our software transition.
Best,
[redacted], COO

The two dresses and two pair of shoes this customer brought in on 7/13/15 were accepted for consignment according to the terms of the agreement the customer signed on 12/19/2008 (see attached) – not on a verbal agreement as she has indicated. As shown on the consignor’s account activity sheet...

(attached), she has brought in a number of items previously, with no prior issues. Pricing is typically determined by shop staff as noted in the signed agreement. However when this customer brought clothing on this most recent date, she spoke with one of the two shop owners and requested that the four items be priced at $14 and $18 for the two dresses, and at $16 each for the shoes, and the items were marked as such at that time. Because she expressed concern regarding pricing and when the items would be marked down, the consignment terms were reiterated in great detail by the shop owner at that time. The consignor was also given a claim check to show the number of pieces that were accepted along with the date of 9/19/15 by which unsold items must be picked up if she did not want them to be donated, and the items were recorded on our “Incoming Inventory” sheet (attached). On 9/8/15 this customer came in to request a check for any items that had sold, and was assisted by the other owner of the shop. She was provided with a check for $12.80, which represented 40% of the $22 the items she brought in most recently sold for, and a $10 total for 2 items sold in 2009 ($32 total sales). The owner provided her with detailed information to indicate that one of the dresses sold for $14 and a pair of boots sold at half-price for $8. The customer did not ask to review the page for her account, and did not mention that she wanted to pick up any unsold items or ask for assistance locating the remaining two pieces. When she came in on this date, she did not make any complaint or question the amount she had been paid. All of the unsold items taken in by the shop during the two week period from 7/13-7/25/15 that were assigned an expiration date of 9/19/15 were donated in accordance with the shop’s standard practice, and according to the terms of the consignment agreement, on Monday, 9/21/15. This customer called on 9/29/15 and spoke with the same owner that assisted her on 9/8, to inquire as to why she was only paid for two items when she had brought in four. When the customer explained that she had looked for the items when she was in on the 8th and had not been able to find them, the owner inquired if she had asked any of the staff for assistance with locating those pieces, to which the customer replied that she did not, because they must not have been there if she couldn’t see them. Although this customer was able to describe in detail which pieces were outstanding and would likely have recognized them if she did see them, there are a number of reasons why an item may not be readily seen on the sales floor but still be present in the store. Some of these reasons would be if an item was being tried on at that moment or was on hold, if shop staff pulled the item from the floor, if it was used in a front window display or if another customer had put it away somewhere it did not belong. After the customer hung up on the owner when she attempted to explain this, the tags for the items in question were located in the donation file (see attached photo). This indicates that the items were, in fact, present in the store when the customer came in to look for them. If she had asked for assistance, our staff would have been able to locate them on her behalf. It is unfortunate that this customer did not provide our staff with an opportunity to resolve her concerns prior to escalating the matter, or to familiarize herself with the consignment terms or ask shop staff for assistance locating her unsold items. Our staff make great efforts to ensure that consignors understand the consignment terms, and to provide a transparent process. We deeply value our consignor partnerships and take our responsibility for our customers’ property very seriously, but it is important for consignors to be accountable to the terms of the agreement they sign as well. Although My Sister’s Closet sincerely regrets this customer’s dissatisfaction with the compensation she received for her items, she has been paid in full for the two pieces that sold and the other two were donated according to the terms of her agreement. After fully reviewing this matter, we do not find sufficient justification to provide any additional compensation.

The
consignor sold 3 items in July and a check was sent to her on 7/11/2015 in the
amount of $484.65.  Since 7/11/15, 11 more items have sold and the
consignor has a balance of $185.81 in store credit or $151.99.  The
consignor may request a check at any time by contacting our account balance
line at 602.468.9900, emailing [email protected], online at
www.mysisterscloset.com or she may stop into any of our 14 store locations.
 We will be happy to email the consignor a copy of her consignor report as
well. 
There are
still 3 items for sale on her account and once those items are sold, the
consignor may request a check or she may use her store credit at any one of our
14 store locations.
Feel free
to contact me at anytime at 602.952.9616 with questions.
Again, we
apologize for any inconvenience during our software transition. 
Best,
[redacted]
[redacted], COO

While we appreciate their passion, the complaint as described by Mr & Mrs [redacted], is not base in fact.  I am going to copy the email that we sent directly to the [redacted]'s after we received the original complaint.  Please see the attached coupon for more details....

  
[redacted],
I tried calling you a couple times earlier today with no luck.  
I am sorry with your frustration about the 20% coupon for My Sister's Attic Arcadia.  Our My Sister's Attic location at Arcadia has such great furniture and home furnishings, that we are trying to direct our loyal Scottsdale customers there via incentive of a 20% off coupon. 
Again, I sincerely appreciate your frustration, but I am struggling to piece together the incident as you portray it.  We have zero signage whatsoever regarding the coupon anywhere in or around the showroom.  Furthermore, I would not characterize the information on the coupon as "fine print".  The coupons reads "20% OFF" in extra large font, and directly underneath it reads "any single item at the My Sister's Attic / Arcadia location" in medium size font.  "Any single item at the MSA Arcadia location" is printed directly front and center of the coupon, it is rather hard to miss.  
We are in no way, shape, or form trying to mislead customers. I understand that you had a poor experience, so perhaps next time we create a coupon, we will go to greater lengths as not to confuse shoppers such as yourself.
Nevertheless, we thank you for being such a passionate shopper.  Next time you are in the showroom, allow me to extend you a $10 Gift Card so that you might find a similar chair at a price you are happy with.
Have a great day,
Ryan P[redacted]
Director of Operations
My Sister's Attic
[redacted]
[redacted]
[redacted]
My Sister's Charities Gives Back

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I wasn't told about the 48 hrs hold time when I dropped of the items. If I were, I would have come back during that period. I live across the street from the store. They also asked my name and number, they could have called me to notify that they were going to donate my stuff and I would have went over to pick them up. Second, I was never givena copy of the contract so I don't know the terms. They showed me a copy of the contract after the fact, after donated my stuff.  They didn't inform me on time. All they had to do was to admt o their mistake. Instead, they spin thing around nd lie at the same time. Very unethical. They literally stole my stuff. I should have called the police the first day.
[redacted] is extremely rude. Instead of aplogizingnd accomodating me, she got very offensive on the phone, treated me like dirt, just as her staff did in the store. They are the ones who harrass me. They don't listen to me, don't let me talk.
She's trying to cover up for the mistake the store did by spinning the story and make me look bad. She is exremely hostile, unprofessional. I told her that I contacted the thrift store look for my things nd that they are gone, she said I wasted their time since she also asked her staff to contact the thrift store. Whatever I tried to say, she shut me up. Terrble customer service all the way from the top to the bottom.
I donate my stuff wherever I wish to, or sell it in ayardsale. They can't just give my stuff away. This is theft.
The items in that hufe IKEA bag is worth at least $150. $25 gift card doesn't compensate for my loss.

My Sister's Consignment Store has donated my item that I brought in and wanted consigned, without my consent or knowledge. This item was not an inexpensive item. The multiple times since bringing my item in(within the 60 day consignment period), I have tried to receive confirmation of my item, the store seemed to always have a" computer system failure." They also would tell me that my item has not sold. Within the 60 day period I had returned and asked if I could pick up my item. The clerk as before went to another computer and checked and then stated that the systems were down. Today, when I arrived, I asked about my item. The clerk found my name in the front computer and said that my time had not sold. I asked again that I wanted to take my item. She (the clerk) then went again to another computer and looked up the item. She then said she could not find me in the system. How is it you need two different computers to find my item? The clerk who could not even find my name in their system began saying they recently had a "system change." Then she proceeds to tell me that items under $50 are not returned to the owners. NOTE: THIS MEANS YOU ARE NOT A CONSIGNMENT. YOU ARE A THRIFT / RESALE STORE. If you could not find my items' record in the system, how would you know that my item was even under $50? The item of clothing I wanted consigned was not an inexpensive item. Also, this company is not a consignment store. They are operating under a consignment store but are a resale store. A true consignment store does not own the item until the 60 day consigned period has expired. I have stayed in touch with this company within the 60 day period. Also, most items in their store are under $50, which again I mention, they state that only items over $50 will be returned to their owners(with a $5 fee). If most of their items are under their $50 price point and they donate these types of items, those are some pretty hefty donations. I find this company dishonest and thieves. I will never recommend this store( I will recommend to stay away from them), nor will I ever shop there again.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],...

and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,[redacted]

We apologize for the misunderstanding [redacted] had at our store.  [redacted] items did sell and her account does have a balance for the items sold.  [redacted] was contacted on 4/6/15 regarding her account status.  She may call the account balance line at...

602.468.9900 or stop into any of our store locations to use her store credit or receive a check for her items that sold.  She may also request a print out of her account, which will show the detail of her items consigned and sold.  [redacted] may contact me with any questions at [redacted]  Thank you,[redacted]

The level of discrimatory behavior by the staff was shocking and so disappointing. As a resident of Troon and a long time customer, I'm embarrassed of the way they especially treated others in my presence. What their largely Eastern European staff didn't know is that I too am an immigrant. I lost my accent years ago but not my language skills. I'm in fact fluent. What they insinuated and how they joked about the people in the store was ugly and apparent even to those who did not understand what they were saying. Needless to say I won't be going back.

Dear Ms. [redacted],
 
This is in response to complaint #[redacted]:
 
Ms. [redacted] brought in her items on 5/7/2014 to My Sister's Closet located at [redacted]., San Diego, CA 92122.  At that time, Ms. [redacted] did not want to wait for us to go through her items....

 This is our usual process with consignors to determine what items we want to keep to consign and what items we need to return to them because they will not sell in our store.  Our policy is that consignors wait for us to review their items at the time of drop-off.  As a courtesy because she did not want to wait for us to review her items at that time, the Assistant Manager, [redacted], did let Ms. [redacted] know that if there were items we could not use for consignment, she would have to come and pick them up within 48 hours or the items would be donated to one of our usual charities.  Unfortunately, none of her items were accepted on consignment; however, we would gladly have accepted the items if they were "sell-able".  The store held onto Ms. [redacted]'s bag of merchandise as long as they could, 5 extra days in fact, until 5/14, at which time they were donated.
Ms. [redacted] contacted the store and then corporate office on 5/21/14 demanding she get compensation for her items that were donated.  I spoke to Ms. [redacted]and explained to her we would be happy to contact the thrift store, [redacted], to see if we could get the items back.  The Store Manager, [redacted], contacted [redacted] [redacted] on behalf of Ms. [redacted]; however, the items were already processed.
I called Ms. [redacted] back and apologized, explained that her donated items went to a good cause and I would be happy to mail her a donation receipt along with a $25 gift card, which could be used at any of our store locations.  I also thanked Ms. [redacted] for saving animals with her donation.
Ms. [redacted] demanded that we give her a $100 gift card for the donated items.  I explained to Ms. [redacted] that we are offering her a $25 gift card plus a donation receipt for her tax return.  Ms. [redacted] then said that we sole her money and she told me to "go to hell" and hung up the phone.
Ms. [redacted] contacted the San Diego store again on 6/9/14 demanding her gift card.  [redacted] let her know that someone would contact her on 6/10/14.
Ms. [redacted] contacted our corporate office on 6/10/14 again demanding her gift card.  I explained to Ms. [redacted] that we offered her a $25 gift card and a donation receipt and she told me to "go to hell" and hung up the phone.  As she did not accept this solution, we did not send her a gift card.  Ms. [redacted]wanted to discuss the situation further and I let her know that I had already received the Revdex.com complaint and would communicate directly through the Revdex.com.  Ms. [redacted] hung up the phone.  
She then called the corporate office 3 times in a row, I answered the phone the third time she called.  I let Ms. [redacted] know again I did not feel comfortable discussing this matter further with her, that our company provides a harassment-free work environment and we would contact the police if she called the stores or the corporate office again.
In summary; Ms. [redacted] was told to come back within 2 days to retrieve any items we might not want to take on consignment.  She did not. She returned in fact 1 week later.  We held her items for a week, 5 days longer than we told her we would, and 5 days longer than our policy and our contract dictates.  We should not be held responsible for Ms. [redacted]'s failure to pick-up her property in a timely manner. 
 
Attached please find a copy of our consignment contract.  Per the contract "we are not responsible for loss or damage to any item for any reason".
 
Also attached please find a letter from [redacted] which explains how much our donations help their organization. 
 
Thank you,
 
[redacted]
###-###-####
 
[redacted], Director of Store Operations

Unfortunately I had a very bad experience with my good designer real silver and torqouise western belt . The item was fully discussed with the head buyer. However I never saw it advertised or on sale. The item sells for around $300, as they sold another one previously for me. Apparently the item sold within a day, for $15 ! I'm so disgusted that there must be insider dealings going on. They said next time fill out a form. I wasn't offered a form, and the item was fully disclosed.

My Sister's Consignment Store has donated my item that I brought in and wanted consigned, without my consent or knowledge. This item was not an inexpensive item. The multiple times since bringing my item in(within the 60 day consignment period), I have tried to receive confirmation of my item, the store seemed to always have a" computer system failure." They also would tell me that my item has not sold. Within the 60 day period I had returned and asked if I could pick up my item. The clerk as before went to another computer and checked and then stated that the systems were down. Today, when I arrived, I asked about my item. The clerk found my name in the front computer and said that my time had not sold. I asked again that I wanted to take my item. She (the clerk) then went again to another computer and looked up the item. She then said she could not find me in the system. How is it you need two different computers to find my item? The clerk who could not even find my name in their system began saying they recently had a "system change." Then she proceeds to tell me that items under $50 are not returned to the owners. NOTE: THIS MEANS YOU ARE NOT A CONSIGNMENT. YOU ARE A THRIFT / RESALE STORE. If you could not find my items' record in the system, how would you know that my item was even under $50? The item of clothing I wanted consigned was not an inexpensive item. Also, this company is not a consignment store. They are operating under a consignment store but are a resale store. A true consignment store does not own the item until the 60 day consigned period has expired. I have stayed in touch with this company within the 60 day period. Also, most items in their store are under $50, which again I mention, they state that only items over $50 will be returned to their owners(with a $5 fee). If most of their items are under their $50 price point and they donate these types of items, those are some pretty hefty donations. I find this company dishonest and thieves. I will never recommend this store( I will recommend to stay away from them), nor will I ever shop there again.

The level of discrimatory behavior by the staff was shocking and so disappointing. As a resident of Troon and a long time customer, I'm embarrassed of the way they especially treated others in my presence. What their largely Eastern European staff didn't know is that I too am an immigrant. I lost my accent years ago but not my language skills. I'm in fact fluent. What they insinuated and how they joked about the people in the store was ugly and apparent even to those who did not understand what they were saying. Needless to say I won't be going back.

We apologize for the misunderstanding [redacted] had at our store.  [redacted] items did sell and her account does have a balance for the items sold.  [redacted] was contacted on 4/6/15 regarding her account status.  She may call the account balance line at...

602.468.9900 or stop into any of our store locations to use her store credit or receive a check for her items that sold.  She may also request a print out of her account, which will show the detail of her items consigned and sold.  [redacted] may contact me with any questions at [redacted]  Thank you,[redacted]

While we appreciate their passion, the complaint as described by Mr & Mrs [redacted], is not base in fact.  I am going to copy the email that we sent directly to the [redacted]'s after we received the original complaint.  Please see the attached coupon for more details....

  
[redacted],
I tried calling you a couple times earlier today with no luck.  
I am sorry with your frustration about the 20% coupon for My Sister's Attic Arcadia.  Our My Sister's Attic location at Arcadia has such great furniture and home furnishings, that we are trying to direct our loyal Scottsdale customers there via incentive of a 20% off coupon. 
Again, I sincerely appreciate your frustration, but I am struggling to piece together the incident as you portray it.  We have zero signage whatsoever regarding the coupon anywhere in or around the showroom.  Furthermore, I would not characterize the information on the coupon as "fine print".  The coupons reads "20% OFF" in extra large font, and directly underneath it reads "any single item at the My Sister's Attic / Arcadia location" in medium size font.  "Any single item at the MSA Arcadia location" is printed directly front and center of the coupon, it is rather hard to miss.  
We are in no way, shape, or form trying to mislead customers. I understand that you had a poor experience, so perhaps next time we create a coupon, we will go to greater lengths as not to confuse shoppers such as yourself.
Nevertheless, we thank you for being such a passionate shopper.  Next time you are in the showroom, allow me to extend you a $10 Gift Card so that you might find a similar chair at a price you are happy with.
Have a great day,
Ryan P[redacted]
Director of Operations
My Sister's Attic

My Sister's Charities Gives Back

I have reviewed the response made by the business in reference to complaint ID [redacted],...

and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]