Platos Closet

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Platos Closet regarding complaint ID [redacted] Regards, [redacted]

In response to this customer's concern, we viewed the camera footage from the date in question The customer brought (1) green bag of clothes to our WBroad Street location to sell (photo attached)A certified buyer processed her items and all the items were passed on due to wearing/condition, styles not currently selling and/or non-teen styles The associate was having difficulty placing all the items back into the (1) green bag so she placed a handful of the items in a white bag and attached the customers cheform to the white bag The green bag was already labeled by the customer at check-in Our associate placed (both) bags together in the PASS ALL pick up section of the cashwrap The customer was then sent a text to inform her that her items were ready.The customer came to pick up her items and our Team Lead associate asked for her identification and pulled the white bag with the cheform, not realizing that the green bag beside it belonged to the customer The customer asked about the other bag and our associate did pull it and see the customer name labelSee photo attached of customer leaving with bags.There was NO attempt to take any items without knowledge or consentThat is why we have a cheand check-out processCustomers must present identification to sell and also must label each of their bags or containers with their first & last name When they come to check out, we again ask for identification to verify we are paying & returning all items to the correct person AND pulling all bags and/or boxes to return to them as well.The store IS staffed with a Manager and several Team Leaders (shift leaders) that oversee store and the team If there are any further questions or concerns regarding this incident, please do not hesitate to contact the store directly and ask for the Business Manager Thank you

I spoke with *** from the business and she stated that they have been working with the consumer to resolve the complaint

In response to this customer's concern, we viewed the camera footage from the date in question. 
The customer brought (1) green bag of clothes to our 9127 W. Broad Street location to sell (photo attached). A certified buyer processed her items and all the items were passed on due to...

wearing/condition, styles not currently selling and/or non-teen styles.  The associate was having difficulty placing all the items back into the (1) green bag so she placed a handful of the items in a white bag and attached the customers check-in form to the white bag.  The green bag was already labeled by the customer at check-in.  Our associate placed (both) bags together in the PASS ALL pick up section of the cashwrap.  The customer was then sent a text to inform her that her items were ready.The customer came to pick up her items and our Team Lead associate asked for her identification and pulled the white bag with the check-in form, not realizing that the green bag beside it belonged to the customer.  The customer asked about the other bag and our associate did pull it and see the customer name label. See photo attached of customer leaving with 2 bags.
There was NO attempt to take any items without knowledge or consent. That is why we have a check-in and check-out process. Customers must present identification to sell and also must label each of their bags or containers with their first & last name.   When they come to check out, we again ask for identification to verify we are paying & returning all items to the correct person AND pulling all bags and/or boxes to return to them as well.
The store IS staffed with a Manager and several Team Leaders (shift leaders) that oversee store and the team.  If there are any further questions or concerns regarding this incident, please do not hesitate to contact the store directly and ask for the Business Manager.  Thank you.

In response to this customer's concern, we viewed the camera footage from the date in question.  The customer brought (1) green bag of clothes to our 9127 W. Broad Street location to sell (photo attached). A certified buyer processed her items and all the items were passed on due to...

wearing/condition, styles not currently selling and/or non-teen styles.  The associate was having difficulty placing all the items back into the (1) green bag so she placed a handful of the items in a white bag and attached the customers check-in form to the white bag.  The green bag was already labeled by the customer at check-in.  Our associate placed (both) bags together in the PASS ALL pick up section of the cashwrap.  The customer was then sent a text to inform her that her items were ready.The customer came to pick up her items and our Team Lead associate asked for her identification and pulled the white bag with the check-in form, not realizing that the green bag beside it belonged to the customer.  The customer asked about the other bag and our associate did pull it and see the customer name label. See photo attached of customer leaving with 2 bags.There was NO attempt to take any items without knowledge or consent. That is why we have a check-in and check-out process. Customers must present identification to sell and also must label each of their bags or containers with their first & last name.   When they come to check out, we again ask for identification to verify we are paying & returning all items to the correct person AND pulling all bags and/or boxes to return to them as well.The store IS staffed with a Manager and several Team Leaders (shift leaders) that oversee store and the team.  If there are any further questions or concerns regarding this incident, please do not hesitate to contact the store directly and ask for the Business Manager.  Thank you.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Platos Closet regarding complaint ID...

[redacted].
Regards,
[redacted]

Review: When I went to pick up clothes that I had tried to turn in, they said they were passing on them and gave me back only four dresses. I had to ask for the rest of my clothes, which they were attempting to take without my knowledge, presumably for resale. If they are passing on clothes, they are not allowed to take them without asking.Desired Settlement: I would simply like there to be real adult management overseeing the store. It seems like they have been cheating other customers out of money. They should be looked into for fraud purposes.

Business

Response:

In response to this customer's concern, we viewed the camera footage from the date in question. The customer brought (1) green bag of clothes to our 9127 W. Broad Street location to sell (photo attached). A certified buyer processed her items and all the items were passed on due to wearing/condition, styles not currently selling and/or non-teen styles. The associate was having difficulty placing all the items back into the (1) green bag so she placed a handful of the items in a white bag and attached the customers check-in form to the white bag. The green bag was already labeled by the customer at check-in. Our associate placed (both) bags together in the PASS ALL pick up section of the cashwrap. The customer was then sent a text to inform her that her items were ready.The customer came to pick up her items and our Team Lead associate asked for her identification and pulled the white bag with the check-in form, not realizing that the green bag beside it belonged to the customer. The customer asked about the other bag and our associate did pull it and see the customer name label. See photo attached of customer leaving with 2 bags.There was NO attempt to take any items without knowledge or consent. That is why we have a check-in and check-out process. Customers must present identification to sell and also must label each of their bags or containers with their first & last name. When they come to check out, we again ask for identification to verify we are paying & returning all items to the correct person AND pulling all bags and/or boxes to return to them as well.The store IS staffed with a Manager and several Team Leaders (shift leaders) that oversee store and the team. If there are any further questions or concerns regarding this incident, please do not hesitate to contact the store directly and ask for the Business Manager. Thank you.

Review: Hello,

My name is [redacted] and I have frequented a Plato's Closet location in Virginia on Midlothian Turnpike for several months now purchasing and selling items to this company who buys and sells used clothing. As I understand they are a franchise. I have some serious concerns and complaints that need to be addressed with that specific store due to items of mine that I dropped off for their buyers that were not purchased but were missing from my packages that were returned to me. I was also told by an employee named [redacted] on many occasions that I would receive a call when the buyers completed going through my items I was there to sell. I have never once gotten a callback but returned the following days to pick up my items regardless of not receiving the call I was promised. I arrived at the midlothian va store today to pick up my belongings that were not purchased and was told they had been donated which is unacceptable considering the employee [redacted] promised me a call when the buyers had finished going through my belongings. I believe [redacted] deliberately lied to me regarding the callback as other employees there today stated they do not ever offer callbacks. In the end, they were able to find my things in their back stock room but I had arrived just in time before it was being moved to a donation center. I awaited a callback for three days which never came and took it upon myself to go to the store today to check on the progress of my items only to be told they were in the process of being donated since I had not picked them up the following day. The employee [redacted] specifically promised to call once they were ready. I left my phone number on their sheets and all of my packages then patiently awaited for the call. I'm 31 years old and suffer from severe panic disorder, depression and generalized anxiety. This ordeal has now caused me serious medical issues and that is not ok nor a proper way to run a business. They have lost me as a customer and many other customers in the store were upset by my ordeal today especially regarding my missing items from my last drop off so I'm assuming the store lost other customers due to this. I'm an intelligent reasonable person. I've worked in human resources as a supervisor and retail jobs in my youth and I know I was treated and handled very poorly. You cannot lie to customers about a callback and not follow through then donate their personal belongings without letting them know. There is a sheet they require you to sign stating after a certain amount of time any left items would be sent to a local donation center however I was guaranteed a callback before this would happen. I wonder how many other customers have been affected or will be affected if [redacted] (or other employees) continue this behavior. I have filed a complaint with the [redacted] who is the franchiser of the company and plan to file complaints all the way up the ladder until I reach someone who will correct this poor customer service and promise follow up. This is a very serious matter and am filing a complaint with the Revdex.com now hoping action will be taken. I need action taken regarding this employee and the owner needs to be aware of their staff who perhaps are stealing from innocent people who are trying to sell items. My phone number is [redacted]Desired Settlement: My intention of filing a complaint is so others do not have the same experience I have just been through with Plato's Closet. If a verbal agreement is made to contact a customer then follow-up needs to be made as they promised. I also feel that since the employee [redacted] offers callbacks to customers once the buyers have reviewed items that were dropped off for sale by customers, follow through must be made. Other employees stated that callbacks when items are ready is not part of their normal business practice and seemed surprised that [redacted] had promised this to me (which she never followed through on). When I arrived my items were in the donation stock room and nearly gone forever. This business needs to change their policy to contact all customers who have dropped off items that the store has decided not to purchase before they go ahead and donate them to charity with no warning to the customer other than in their very fine print sheet drop off form. I'm sure I am not the first person this has happened to nor the last since employees like [redacted] are promising callbacks to come pick up your items and then not following through and throwing them in a donation bin. The policy must be changed to contact customers and give them a chance to pick up their items before they donate them to charity. It had only been 3 days since I dropped off my items and never got the callback I was promised so thankfully stopped in to check the progress only to find out my belongings were minutes away from being donated. They also need to be investigated in theft as they do not return all items to their customers that were not purchased. Thank you for your time.

Business

Response:

I spoke with [redacted] from the business and she stated that they have been working with the consumer to resolve the complaint.