Stitch Fix

Re: Case # ***
Customer: *** ***
Please allow us the opportunity to apologize to Ms*** for any inconvenience she experienced while trying to settle her account with Stitch Fix
Ms*** initially contacted our Client Experience team on May 18, 2016, requesting
assistance with processing her payment as well as informing us that she had incurred a charge from USPS when picking up her shipmentWe were able to speak with Ms*** on May 19, 2016, where we informed her that a refund, in the amount of $13.55, had been issued to her credit card on file for the additional shipping charges she had incurred, and that we would attempt to process payment again in hours for the dress that she intended to keep
When attempting to process payment we continued to experience a declined charge, even though the credit card on file was validUpon further research into the issue, it became apparent that there was a system glitch occurring on our end, which needed to be escalated to a specialized engineering team to resolveThis resolution took a little longer than initially anticipated but on June 3, 2016, we were able to successfully process Ms***’s payment and reinstate her monthly subscription
Once again, we would like to apologize to Ms*** for the delayed resolution to her billing issueWe would also like to thank her for her for taking the time to bring this to our attention and for her patience while we properly addressed everythingShould she have any further questions or concerns, or if there is anything else we may assist with, we hope that she does not hesitate to let us know

I found some issues with garments that I purchased that were part of separate ordersAfter very few wears and washes, the garments were fraying and coming apart in other waysI contacted Stich Fix with the issue and provided pictures of the damage to the garmentsStich Fix agreed to refund my purchases, however the $dollar stying fee was deducted from each of the refundsThe styling fee is a $assessment that is applied if a customer fails to purchase out of the items that are shipped with each orderI met the requirement in fact, I typically purchase more than one item per purchaseIf an item is returned, I still have met the required purchase minimumI would like the $that was deducted from my refundThe clothing that stitch fix sent me was defective and I should not be penalized for sending the clothing backI preferred replacement items and they did not have to be the same item, if the color or style was similar, I would have accepted itNo such o

Let's Get Moving serviced our move on Sept24, and cannot say enough about how pleased we were with their serviceThe guys, Matt, Paul, Scott, Shane were awesome, polite, pleasant, and totally professionalWe have moved many times however this was the best move ever We recommend them highly

Initial Business Response /* (1000, 5, 2015/08/12) */
First, please allow us to apologize for any confusion that has occurred thus far and for any inconvenience that this process has caused Ms***
We have thoroughly reviewed Ms***'s order and account credit histories and have found that
no overcharging occurredWe do take this complaint seriously, and in an effort to remedy the situation would like to offer a detailed explanation regarding the charges related to Ms***'s last order, or "Fix"
Ms*** received a $referral credit for referring a friend to our service on June 18, On June 30, 2015, Ms***'s next scheduled Fix was styledPlease note that when we begin styling a client's shipment, per our Terms of Use (https://www.stitchfix.com/terms), we always charge a $non-refundable styling fee to the credit card on fileThis fee is applied for every shipment a client receives unless there is a credit available on their account, as was the case for Ms***
In Ms***'s case, the styling fee was paid using $of her $referral credit, which was then later subtracted from her checkout total on July 6, If she had not had the referral credit available, her credit card on her account would have been charged $on June when her Fix was styled
On July 6, 2015, Ms*** completed her online checkout for one blouse ($44) and one dress ($78) totalling $
As part of this transaction a $gift card was redeemed, and the full $referral credit ($of which had already been applied towards her Styling Fee) was applied for a total of $in account credit
Ms*** will see this credit broken down on her receipt as "Styling Fee: -$20" and "Credit Applied: -$25." When she completed the checkout process, $was subtracted from the $total, and Ms*** was correctly charged $
We understand the confusion regarding the styling fee and referral credit and have escalated Ms***'s concerns and feedback to the appropriate departmentWe truly value feedback from our clients as we are constantly looking at ways to improve our service and the experience we provide our customers
Again, we would like to apologize to Ms*** for any misunderstanding and would like to invite her to give us another opportunityNothing is more important than regaining Ms***'s trust, and we hope that she will give us the opportunity to style her againIf she chooses to give us another shot, as we have stated in our previous correspondence with her, we would be happy to cover the styling fee for her next Fix
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have said all of this to me many times before, through many, many emails, along with several other explanations
If I was not shorted $(portion of my referral credit), as they say, then I would like this explained: my best friend also had one referral ($25) credit when she went through checkout for her own fix a few weeks after mineShe received the same amount subtracted from her total: $($Styling fee plus $referral credit)I also, as Stitch Fix stated above, received $off when I checked out for my own fixOkay, everything sounds great, right? We both got $"off"I get thatHOWEVER, when I checked out, I REDEEMED A $GIFT CERTIFICATE in addition!!! My friend, when SHE checked out, did not have any gift certificateSo WHY did we receive the SAME amount off our total, when I had a $Gift Certificate and she did notThis does not make senseThe amount subtracted off my total SHOULD HAVE BEEN $(By the way, the company has already sent me some nonsensical explanation of why this happened; why my friends' checkout was the same as mine, but I just don't accept their explanationDoesn't make sense when you factor in the gift certificate.)
I also understand I can't make them apologize (the only apology I have gotten anyway is for "MY confusion"I am not confused; their policy is misleading!) What I would really like to see is my $and re-wording of their policies on their website to reflect what they really do with SOME referral creditsBecause their site says, in several places "Refer a Friend and get $in Credit!" and this did not happenRewording/reworking of the policy is neededIn one email instance, I was told that "the Styling Fee and Referral Credit are ONE AND THE SAME" (***, a manager, told me this)This is NOT stated anywhere on the website or in the policiesIf it is truly the case, folks need to know up front(And if this is true, I think it is wrongThese things are and should be separate entitiesBut, if they are going to be co-mingled, then let people know!)
As far as extending me my $IF I rejoin Stitch Fix (and take the $in a waived Styling Fee), I passI truly do not think I want to do business with this company in the future and I do not think the $that is owed to me should be tied to my "giving them one more shot"
Final Business Response /* (4000, 9, 2015/09/01) */
We understand that Ms*** is upset with our process and we apologize that she feels misleadThis is not our intention, and we are taking her feedback seriously
We would appreciate the opportunity to clarify for Ms*** that her order was credited for the full $referral credit and the $gift cardWe would also like to address her concern about her friend ***'s account and reassure her that *** would be charged the same amount, regardless of the timing of the referral credit
To help explain, we have attached a spreadsheet detailing two scenarios for both Ms*** and ***As you can see from the scenarios, the timing of the credit application has no impact on the amount the client was ultimately chargedPlease note that both Ms*** and *** were granted their full credit amounts due
In an effort to come to a resolution on this matter we would like to offer a phone call to discuss any remaining concerns or questions if that is agreeable with Ms***Alternatively, we would also welcome mediation through the Revdex.com if needed
Final Consumer Response /* (2000, 11, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not pleased with Stitch Fix'es proposed resolution, but I am simply tired of the back and forthI just checked their website and nothing has been changedNo better explanation of the referral credit program, etc., as I had requestedI have NEVER in my years of life had a company argue with me in this way, as if they had to "win"! Well, I am a busy teacher and frankly, don't have time to pursue this, much as I still believe I was screwedSo, Stitch Fix, I hope you are happy, but YOU WIN! You have beaten this hard-working teacher who once LOVED your product and concept downFeel big and bad? I hope soI will continue to tell everyone that will listen how they should NOT do business with Stitch FixAll this over $I truly hope they are happyI hope some competition in the subscription-online-clothing market opens up, so I can give THEM my businessStitch Fix truly needs to work on their customer service, and on clarifying their termsIf they are willing to argue to this degree with a customerI don't knowDone

Great experience. Thompson and Sam were professional, polite, hard-working and very knowledgeable. They made a long, tedious process light hearted and relaxed while at the same time they took my concerns and questions seriously. They were both proficient and skilled. I recommend this company and these two workers highly.

Initial Business Response /* (1000, 5, 2015/08/12) */
First, please allow us to apologize for any confusion that has occurred thus far and for any inconvenience that this process has caused Ms. [redacted].
We have thoroughly reviewed Ms. [redacted]'s order and account credit histories and have...

found that no overcharging occurred. We do take this complaint seriously, and in an effort to remedy the situation would like to offer a detailed explanation regarding the charges related to Ms. [redacted]'s last order, or "Fix".

Ms. [redacted] received a $25 referral credit for referring a friend to our service on June 18, 2015. On June 30, 2015, Ms. [redacted]'s next scheduled Fix was styled. Please note that when we begin styling a client's shipment, per our Terms of Use (https://www.stitchfix.com/terms), we always charge a $20 non-refundable styling fee to the credit card on file. This fee is applied for every shipment a client receives unless there is a credit available on their account, as was the case for Ms. [redacted].

In Ms. [redacted]'s case, the styling fee was paid using $20 of her $25 referral credit, which was then later subtracted from her checkout total on July 6, 2015. If she had not had the referral credit available, her credit card on her account would have been charged $20 on June 30 when her Fix was styled.

On July 6, 2015, Ms. [redacted] completed her online checkout for one blouse ($44) and one dress ($78) totalling $122.
As part of this transaction a $20 gift card was redeemed, and the full $25 referral credit ($20 of which had already been applied towards her Styling Fee) was applied for a total of $45 in account credit.
Ms. [redacted] will see this credit broken down on her receipt as "Styling Fee: -$20" and "Credit Applied: -$25." When she completed the checkout process, $45 was subtracted from the $122 total, and Ms. [redacted] was correctly charged $77.

We understand the confusion regarding the styling fee and referral credit and have escalated Ms. [redacted]'s concerns and feedback to the appropriate department. We truly value feedback from our clients as we are constantly looking at ways to improve our service and the experience we provide our customers.
Again, we would like to apologize to Ms. [redacted] for any misunderstanding and would like to invite her to give us another opportunity. Nothing is more important than regaining Ms. [redacted]'s trust, and we hope that she will give us the opportunity to style her again. If she chooses to give us another shot, as we have stated in our previous correspondence with her, we would be happy to cover the styling fee for her next Fix.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have said all of this to me many times before, through many, many emails, along with several other explanations.
If I was not shorted $20 (portion of my referral credit), as they say, then I would like this explained: my best friend also had one referral ($25) credit when she went through checkout for her own fix a few weeks after mine. She received the same amount subtracted from her total: $45 ($20 Styling fee plus $25 referral credit). I also, as Stitch Fix stated above, received $45 off when I checked out for my own fix. Okay, everything sounds great, right? We both got $45 "off". I get that. HOWEVER, when I checked out, I REDEEMED A $20 GIFT CERTIFICATE in addition!!! My friend, when SHE checked out, did not have any gift certificate. So WHY did we receive the SAME amount off our total, when I had a $20 Gift Certificate and she did not. This does not make sense. The amount subtracted off my total SHOULD HAVE BEEN $65. (By the way, the company has already sent me some nonsensical explanation of why this happened; why my friends' checkout was the same as mine, but I just don't accept their explanation. Doesn't make sense when you factor in the gift certificate.)
I also understand I can't make them apologize (the only apology I have gotten anyway is for "MY confusion"... I am not confused; their policy is misleading!) What I would really like to see is my $20 and re-wording of their policies on their website to reflect what they really do with SOME referral credits. Because their site says, in several places "Refer a Friend and get $25 in Credit!" and this did not happen. Rewording/reworking of the policy is needed. In one email instance, I was told that "the Styling Fee and Referral Credit are ONE AND THE SAME" ([redacted], a manager, told me this). This is NOT stated anywhere on the website or in the policies. If it is truly the case, folks need to know up front. (And if this is true, I think it is wrong. These 2 things are and should be 2 separate entities. But, if they are going to be co-mingled, then let people know!)
As far as extending me my $20 IF I rejoin Stitch Fix (and take the $20 in a waived Styling Fee), I pass. I truly do not think I want to do business with this company in the future and I do not think the $20 that is owed to me should be tied to my "giving them one more shot".
Final Business Response /* (4000, 9, 2015/09/01) */
We understand that Ms. [redacted] is upset with our process and we apologize that she feels mislead. This is not our intention, and we are taking her feedback seriously.
We would appreciate the opportunity to clarify for Ms. [redacted] that her order was credited for the full $25 referral credit and the $20 gift card. We would also like to address her concern about her friend [redacted]'s account and reassure her that [redacted] would be charged the same amount, regardless of the timing of the referral credit.
To help explain, we have attached a spreadsheet detailing two scenarios for both Ms. [redacted] and [redacted]. As you can see from the scenarios, the timing of the credit application has no impact on the amount the client was ultimately charged. Please note that both Ms. [redacted] and [redacted] were granted their full credit amounts due.
In an effort to come to a resolution on this matter we would like to offer a phone call to discuss any remaining concerns or questions if that is agreeable with Ms. [redacted]. Alternatively, we would also welcome mediation through the Revdex.com if needed.
Final Consumer Response /* (2000, 11, 2015/09/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not pleased with Stitch Fix'es proposed resolution, but I am simply tired of the back and forth. I just checked their website and nothing has been changed. No better explanation of the referral credit program, etc., as I had requested. I have NEVER in my 50 years of life had a company argue with me in this way, as if they had to "win"! Well, I am a busy teacher and frankly, don't have time to pursue this, much as I still believe I was screwed. So, Stitch Fix, I hope you are happy, but YOU WIN! You have beaten this hard-working teacher who once LOVED your product and concept down. Feel big and bad? I hope so. I will continue to tell everyone that will listen how they should NOT do business with Stitch Fix. All this over $20. I truly hope they are happy. I hope some competition in the subscription-online-clothing market opens up, so I can give THEM my business. Stitch Fix truly needs to work on their customer service, and on clarifying their terms. If they are willing to argue to this degree with a customer.. I don't know. Done.

Thank you for contacting us on behalf of our client, [redacted].
We appreciate [redacted] letting us know that she returned the unopened shipment she received unexpectedly from us. We have gone ahead and placed a note on her account about the returns being sent back and [redacted] will not be held responsible for those items. We have also deactivated her account and the $** styling fee for that shipment was refunded on 5/30/**. Should [redacted] have any additional questions or concerns, we hope that she would reach out to us directly at [email protected].

Complaint: [redacted]I am rejecting this response because:I returned the unopened box to sender.Sincerely,[redacted]

This is the second time that I have used Let's Get Moving for a local move. My movers this time, Thompson and Chino, were on time, very professional, efficient and hard working. They addressed all of my concerns, took great care with my furniture, and reduced the stress of moving. They made sure that everything was placed perfectly. They did an excellent job and I would highly recommend this company.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The funds have been refunded to my credit card.Sincerely, [redacted]

Thank you for taking the time to communicate to us on behalf of Ms. Davis.
We would like to take this opportunity to apologize to [redacted] for any inconvenience this process has caused thus far as well as clarify some of her concerns.
[redacted] contacted our Client Experience team on...

[redacted] 9th, [redacted], regarding cancelling a shipment she did not wish to receive, cancelling her subscription and processing a refund for the $20 styling fee charge associated with her most recent shipment. We were able to speak to [redacted] on the phone and via email on [redacted] 9th, where one of our representatives investigated the issue and addressed her concerns.
During our research, we found that when [redacted] canceled her subscription a couple months prior, she did not indicate that she wanted her next scheduled Fix canceled as well. Because we charge a $20 styling fee before shipping every Fix, [redacted] was charged the styling fee when we shipped her last reserved shipment. By the time [redacted] contacted us asking us to stop the shipment, it was already in transit to her home, so we were unable to cancel the order.
We regret any inconvenience that may have been caused due to the confusion, thus, we have posted a $20 refund back onto [redacted] card on file; the refund was submitted [redacted] 9th, [redacted]. We have also confirmed that [redacted] does not have any additional shipments scheduled.
We would like to apologize to [redacted] for her unsatisfactory experience, and thank her for taking the time to bring this to our attention. Should she have any further questions or concerns, or if there is anything else we may assist with, we hope that she does not hesitate to let us know.

The best part about my move with Let's Get Moving was that there were no surprises at the time of billing. My move was hassle free. Let's Get Moving spent the previous day packing all my stuff and that made the move very convenient for them. They knew what was fragile and what needed extra care. I appreciate all their efforts. I will definitely recommend them.

Brilliant concept and execution, along with superior client service. This is the first review I've ever written, but for consumers who reference this site, I wanted to give my feedback on this company.

Great job...respectful, careful and very efficient.

We received excellent service from this company and their staff. We received a call the day before the scheduled move to confirm time. The day of the move, the movers called to let us know their arrival time. Once they arrived, they were efficient, knowledgeable and careful regarding all aspects of the loading/packing the truck process. They took time to not damage our furniture and walls. They assisted me in getting my pets into my car. Dennis and Bill were very professional and thorough. They moved our furniture into our new townhome (3 floors) in a timely manner. Again, they took time to pad the railings and not damage the walls or our furniture.

Let's Get Moving fulfilled my move to a bigger apartment. The crew was very friendly and helpful. They got wardrobe boxes with them at no extra cost and helped me re pack my wardrobe into those boxes. I was glad because their boxes were sturdier than mine. The move was very smooth and hassle free and I am glad I hired them.

Thank you for taking the time to communicate to us on behalf of [redacted]
We would like to take this opportunity to assure [redacted] that it is not a practice of ours to misrepresent who follows or likes our social media platforms as well as apologize for any frustration or inconvenience caused...

by her recent experience with our Client Experience team. We take these matters seriously, and will use this feedback as a growth opportunity to assist us in improving our services. 
Per [redacted]’s request, a refund for the $** styling fee has been issued as of [redacted]. A $** credit has also been applied to her Stitch Fix account, should she wish to give us another opportunity to better understand her style.
Once again, we would like to apologize to [redacted] for any disappointment she experience by receiving a less than stellar shipment, and thank her for taking the time to bring this to our attention.

I have used Let's Get Moving on several occasions. They are always on time and very efficient. Highly recommend Dennis and Adam!

Thank you for taking the time to communicate to us on behalf of [redacted]
We would like to take this opportunity to assure [redacted] that it is not a practice of ours to misrepresent who follows or likes our social media platforms as well as apologize...

for any frustration or inconvenience caused by her recent experience with our Client Experience team. We take these matters seriously, and will use this feedback as a growth opportunity to assist us in improving our services. 
Per [redacted]’s request, a refund for the $** styling fee has been issued as of [redacted]. A $** credit has also been applied to her Stitch Fix account, should she wish to give us another opportunity to better understand her style.
Once again, we would like to apologize to [redacted] for any disappointment she experience by receiving a less than stellar shipment, and thank her for taking the time to bring this to our attention.

Thank you for reaching out to us on behalf of [redacted] [redacted], the husband of our client, [redacted].
 
We want to take the time to address [redacted] concerns and to clarify how his wife enrolled in the program and the steps she took to do so, in order to clear up any...

misunderstandings regarding her sign up.
 
[redacted] contacted our Client Experience team on Friday, June 16th via phone to request that we cancel [redacted] account, since she did not knowingly sign up for our service. We received permission to speak with [redacted] regarding the account from [redacted] herself.
 
We were able to locate the account with her email address - [redacted]. We were able to see that she had received one shipment from us and had another shipment that was currently on the way to their address. We refunded all charges made to the card on file, which were two styling fee charges of $** each. Since [redacted] mentioned that they would be moving, we made sure to mark the outbound shipment appropriately to ensure no additional charges would be made for those items, and neither he nor his wife would be held responsible. We also provided [redacted] a return label to the email address we had on file to send back those items to us as well. We confirmed that [redacted] no longer has an active account with us and will not receive any additional shipments.
 
In order to signup and receive packages from our service, [redacted] input her shipping and billing information, as well as filled out an extensive Style Profile regarding her preferences, which requires multiple pages of questions to answer and a clear submit button at the end. [redacted] then logged into the account she created to schedule a date on which she would like to receive her first Fix, and made specific requests for the first shipment; mentioning that she would like to be sent clothing for a cruise in January of [redacted].
 We want to ensure that [redacted] knows that simply browsing our site doesn’t result in receiving shipments, but we apologize that the process was unclear to [redacted]. We hope if there are any other issues, [redacted] or [redacted] would not hesitate to contact us via phone or email at [email protected]. We sincerely apologize for the inconvenience this has caused and are available if there's anything else we can assist them with.