My Sister's Closet

We are happy to refund the customer's money. Sorry for the inconvenience. Just bring in the top and we will give you a gift card or your money back. Whichever you prefer.

I dropped off almost 100 items of clothing (some still with tags them). All from good designers such as Michael Kors, Tory Burch, etc. Over one month later I went to the store in [redacted] to pick up my check and was told their computer system has been down for one month and they have no record of my clothes. I was told to contact their headquarters via e-mail to get my check, which I did, and was sent an e-mail back that I have no check coming. How can that be? Is this a legitimate organization? I will check back with the store in another few weeks hoping to get a check but I'm not holding out hope!

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,

Review: June 19 2015 I left 5 items at my sisters closet on a verbal agreement for them to sell in there store. I would get 40% of the selling price of each item when sold. 3 of my items were NEW,SO I ASKED HER TO please put 16dollars on the new shoes and the boots also she agreed.When I went to the store and asked about my sales and a check I could not believe she gave me a check for 12.80 and was very disrespectful,she couldnt even tell me which items the check was for, and that it was my job to know that!!!!It is suppose to be written in the book she had, I LOOKED thro that whole store on 9-8-15 and saw not 1 of the items I left there!!!! How could I only have 12.80 They did not pay me for 3 of my items at all or they lost them completely I HAVE NOT CASHED THAT 12.80 SHE OWES ME MORE THAN THATDesired Settlement: want to be paid for all my items sold since you sold them at reugular price

Business

Response:

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.

Review: I consigned several items to the La Jolla location. I made myself available to any questions or concerns that the store had regarding my consignment items. Within a few weeks I stopped by the La Jolla location to see how the consignment items were doing and was told none of the items would be out until winter . Once the items were displayed for winter sale, I followed up in person to get an update on sales within a month of the items going to the floor to be available for purchase. (I did not want my items to be donated so I was very diligent about keeping tabs on the progress of my consignment items. )

I went to the sales floor and asked one of the sales clerks to give me an update on my consignment items, the clerk told me that some items had been sold and some have not. I told the clerk that I would take the items that had not sold yet so that they were not donated. The clerk told me to go out to the floor and find my items without assistance. I searched for my items and found (after asking for assistance from another clerk) all but one item which was my Guess Sling Back , Black Leather heels in size 7. One of the clerks tried to help me search again and since neither of us could find the shoes, she suggested I go to the consignment desk to see if they were put on layaway. The consignment desk clerk tried to find the shoes and then suggested they MAY be on layaway. I told her can you confirm they are on layaway or not? She said no and then another clerk come from the back and told me per My Sister's Closet contract, we have the right to your item, to do as we please with it , since we priced the shoes at $25 or less. I find that most of the clerk's at this location are very arrogant and rude to the clientele but I don't know why. I understand that the store has the right to price my items as they see fit but to be rude when I am only asking for payment to to retrieve my item? Not acceptable customer service in my opinion.Desired Settlement: $25 store credit for losing my very new Guess shoes and for showing lack of compassion a distressed client.

Business

Response:

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,

Review: This is a second hand store that sells, clothes, apparel, shoes, etc. On May 7, I put 30 to 40 pieces of clothes in a big IKEA storage bag and took there so that they can go through and select the items they want to sell. They were crowded and said it'll take them at least half an hr. I gave them my name and phone number and told them that I'll come back some other time. No body informed me of a timeline I needed to be back. I went on a trip and came back yesterday. I went to the store to see if they went through my stuff. [redacted] in a very arrogant tone told me they donated it last week when I didn't show up in 48 hrs which they never told me when I dropped off my stuff. She threw at me a blank donation receipt with no info on it. So they give away my stuff without my consent, approval without informing me. They had my name and number, they could have easily called me and mention the 48 hrs hold time which they failed to do when I first went there and that they were about to donate my stuff. This is what I would expect from any professional business with good customer service.I called their corp headquarters in Arizona, ###-###-#### and talked to [redacted], the store director who was equally rude. Their corp name is eco-chic consignments, inc. She told me the donation receipt was the only thing they could give me. I called the thrift store and was told they already sold everything that belonged to me, I'll never be able to get them back. This is illegal, unethical and no different than theft. I want them to get reprimanded for this. I could have easily sold that stuff at a yard sale for min $150 or have done anything I want to do. They caused me inconvenience both financially and emotionally the way they mistreated me.Desired Settlement: I want $150 back to compensate for stealing my property.

Business

Response:

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] 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], Director of Store Operations

Consumer

Response:

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.

Business

Response:

Dear Ms. [redacted],

This is my response to complaint #[redacted]:

Ms. [redacted], I apologize for your experience with our company. Your items were not stolen, but in fact donated to [redacted]. This non-profit organization provides quality shelter care, adoption services, education programs and an animal safe house program for the survivors of domestic violence. Our team did try to recover your items from [redacted]; however, the items were already processed and sold. Our office mailed you a donation receipt for the items that were donated. You may use this donation receipt when you file your tax return.

Unfortunately, none of your items were accepted on consignment; however, we would gladly have accepted the items if they were "sell-able". Typically, items not re-claimed within 48 hours are donated to [redacted]. My Sister's Closet held onto your items as long as they could, 5 extra days in fact, until 5/14, at which time they were donated.

Thanks,

[redacted], Director of Store Operations

Review: I consigned items that were sold for over $1000 over a month ago. I was supposed to be able to go to the store and receive a check or store credit. When I went to the store they told me my balance was zero. When I asked why my credit wasn't showing the clerk said their computers were down. He then said they were switching to a new system at the end of July and there was nothing they could do until then. I spoke to the assistant manager Austin. He said he would follow up and get back to me. He didn't. I called again, he said he would contact corporate and have them send me a check. He said I should have my check in 5-7 days from last Monday. He was going to call me this week to let me know that the check was being processed and would ask corporate to overnight my check. He never called. Today I called again. He said I needed to talk to the manager because it was over his head. They owe me over $500. They are still advertising that consigners will get paid as soon as your items sell. They are not advising consigners that they will not be paid. They are wrongfully withholding my money and no one will fix the problem. I believe they are stalling until the end of the month when their new computer system will purportedly start up. But they have been paid for my items a month ago and I am entitled to be paid now. I also should be able to go into the store and be paid and not have to wait for corporate to mail me a check.Desired Settlement: Full payment of my consignment fees.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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], COO