Stitch Fix

Thank you for the opportunity to respond respond to [redacted] complaint. We are unable to locate an account associated with the email or physical address on the Revdex.com file. In order for us to adjust email preferences and/or account settings, we we request that the client provide...

us with the email associated with her Stitch Fix account.

Thank you for taking the time to communicate to us on behalf of [redacted].
We would like to take this opportunity to apologize to [redacted] for any inconvenience this process has caused and clear up the misunderstanding.
[redacted] reached out to us via email on...

[redacted] to inquire about a $[redacted] gift card credit that was no longer on her account. We responded to[redacted] the same day and let her know we had forwarded her inquiry to a specialized team.
After researching the issue we found that the $[redacted] credit had been removed from [redacted] account because the original purchaser of the gift card used an unauthorized credit card on our website. When this issue came to our attention, we refunded the individual whose card information was used without their permission and removed the Stitch Fix credit linked to this transaction from [redacted] account.
We responded to [redacted] to let her know what happened and she informed us that her husband had purchased the gift card from [redacted]. Her husband purchased the Stitch Fix gift card from the individual who had purchased the gift card directly from our website with the credit card information of 3rd individual.
While our obligation is to the individual whose card was used without their consent on our website, we did encourage [redacted] to file a dispute with [redacted], since that is where the fraudulently purchased gift card was sold to her husband.
Since [redacted] was not satisfied with our explanation of the issue and proposed solution to wait for a resolution through [redacted], we reached out to her via email again on [redacted] to explain that since her husband did not purchase the $[redacted] gift card directly from us, we were unable to refund him for that transaction on our end. We also asked [redacted] to let us know if there was any information we could provided to assist with her dispute with [redacted].
[redacted] responded to our message to explain that her main concern was with how the gift card credit was removed from her account without her knowledge or consent. Due to the communication oversight on our part, we offered to reimburse [redacted] in the form of a Stitch Fix credit in the amount her husband paid for the gift card, provided she sent the receipt for his [redacted] transaction.
[redacted] sent us the receipt for the transaction through [redacted] on [redacted], which showed the gift card purchase price as $**. We responded the same day to let [redacted] know we had added a credit of $** to her Stitch Fix account and that this credit would not expire.Once again, we would like to apologize to [redacted] for any inconvenience caused by her recent experience with us. We hope for a quick resolution to her dispute with [redacted] as well. Should [redacted] have any additional questions or concerns, we hope that she will reach out to us.

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. Sincerely, [redacted]

Thank you for taking the time to communicate with us on behalf of Ms.Cockerham.
We would like to take this opportunity to apologize to [redacted] for the inconvenience this issue has caused her and we would like to reassure her that we have refunded her card fully for the unauthorized...

purchase on our website.
We were able to speak with [redacted] over the phone on [redacted] 30th. During our conversation with her, we located the unauthorized charge in our system, refunded the charge and sent [redacted] a follow up email with a summary of our conversation.
During our phone conversation and follow up email, we also let [redacted] know that her card information was used by an individual to purchase a gift card on our website, but that her card information was not stored anywhere on our website. Once again, we would like to apologize to [redacted] for any inconvenience caused by her recent experience with us. We thank her for taking the time to bring this to our attention and are happy to assist her further should she have any additional questions or concerns.

The company did an amazing job. They were extremely nice and professional the crew leaders name was red and he did everything possible to make sure my move went Smoothly. The office manager Paul was courteous and dead on with his estimate

Initial Business Response /* (1000, 5, 2015/03/25) */
Contact Phone: XXX-XXX-XXXX
Please allow us to apologize to Ms. [redacted] for any inconvenience we may have caused her by not publishing a telephone number. We appreciate her letting us know that she would prefer to reach us by telephone...

and not through e-mail.
Unfortunately, we do not have a call center, due to the limited capabilities of our small company. However, I do want to reassure Ms. [redacted] that us not publishing a telephone number is not to is not intended to hinder the process of addressing her issues. It is simply that we are able to better serve our clients, in a more timely manner, through e-mail correspondence. We feel that it would lead to a worse client experience if we were to publish a telephone number that we were not equipped to operate and do attempt to be realistic in our capacity to serve our clients best. We would like Ms. [redacted] to know that we check our e-mail 7 days a week and strive to provide a less than 24 hour response time for any issue submitted to us.
That said, we would really like to work with Ms. [redacted] to come to a resolution to the issue she has expressed in this claim. To show our commitment to resolving her concerns we have provided a contact number, that is filtered to an answering service, in our response. Using this number, Ms. [redacted] may provide us with a telephone number and time that would be convenient for her. Once we receive this information we would be happy to contact her to see what we may do to alleviate this issue.
We look forward to continuing our relationship with Ms. [redacted].

Thank you for reaching out to us on behalf of our client, [redacted].
We want to take the time to address [redacted] concerns and to clarify any misunderstanding around the $** styling fee we charge before we send out each shipment.
[redacted] contacted our Client Experience team on [redacted]...

[redacted], [redacted] to request that we cancel the Stitch Fix account she had set up for her boyfriend and asked that we credit $** back to her checking account for the styling fee from her boyfriend’s last shipment. We responded to [redacted] to offer an explanation for how our styling fee works and to explain that the $** fee does not roll over or get refunded if all 5 items from the shipment are returned.
[redacted] responded and stated that she was not aware that the $** fee would not be refunded to her account if she didn’t keep anything. [redacted] requested that we refund the fee for her boyfriend’s account and close his account.
We responded to [redacted] to apologize for the confusion and directed her to our FAQ Billing page and Terms page where we explain that the $** styling fee is non-refundable. We then made an exception and refunded the last $** styling fee for [redacted] boyfriend’s account and closed his account with us.
[redacted] boyfriend received two shipments total and her card was charged $** for the styling fee before each shipment was sent out. As aforementioned, we made an exception and refunded his last $** styling fee.
[redacted] personally received 5 Fixes where she did not purchase any items. One of those 5 shipments did not arrive to [redacted] due to a shipping error with the carrier. Since she did not receive the shipment, we refunded that styling fee that and waived the styling fee for [redacted] next shipment. Therefore, [redacted] paid a total of $80 in styling fees since [redacted] for shipments where she elected to send back all 5 items.
[redacted] has paid a total of $** in styling fees for her boyfriend’s account, plus $** for her account, so $[redacted] total since [redacted], [redacted], when she requested her first shipment.
We researched [redacted] correspondence with us and located the email dated [redacted], [redacted] when [redacted] asked about a $** referral credit/finder’s fee she had expected to be added to her account. We located the account for the friend [redacted] referred to our service, added [redacted] as her friend’s referrer and credited her account $**. We did not communicate that the $** styling fee carries over into the next shipment if nothing is purchased.
We sincerely apologize for any disappointment [redacted] has encountered with our service and that she was unaware of the recurring $** being charged to her secondary bank account as this is not the type of experience we want our clients to have. In light of the misunderstanding, we have gone ahead and refunded [redacted] for the last shipment where she was charged the $** styling fee, but did not keep any items, which was on [redacted], [redacted]. The refund will show on her account within the next 2-3 business days.
We truly value the time [redacted] took to bring this situation to our attention and we appreciate her feedback about her user experience. Should [redacted] need any further clarification or any further assistance with her account, we hope that she would not hesitate to reach out to us and let us know.

I had the pleasure of being serviced by Let's Get Moving recently. In the stressful times associated with moving, I was put at ease by the professionalism of techs Robert and Dennis. To begin with, their arrival was prompt. Beyond that, they proved to be very careful with my belongings...all the while exhibiting courtesy. They were fast yet cautious. Let's Get Moving gave me the best $ rate out of 5 companies contacted yet I can't imagine a more proficiently conducted move. 1st class all the way !

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. Sincerely, [redacted]

Please allow us the opportunity to apologize to [redacted] for any inconvenience this process has caused her thus far, especially considering she was addressing a family emergency at the time.Since we had not heard from [redacted] after her shipment was delivered on June 2, nor had we received her...

returns at our warehouse, we assumed she loved everything and processed payment, per our Terms of Use (https://www.stitchfix.com/terms). Our records show that [redacted] emailed our Client Experience team on Monday, June 20th, regarding the charges incurred on her account. We were able to speak with [redacted], via telephone, on June 22nd, to let her know she had been refunded in full for the items being returned. We recognize that there will be times in our client’s lives that make returning unwanted items difficult, which is why we are happy to work with them to make utilizing our services as effortless as possible. In the future, if an extension is needed or there is anything we might help with, [redacted] may always reply to a reminder email or reach out to us at [email protected] again, we would like to apologize to [redacted] for any inconvenience caused by her recent experience with us, and thank her for taking the time to provide us with her feedback. We look forward to styling her again in the future.

This is the second time I have used Let's Get Moving, and again they did a wonderful job. Scott and Joey were right on time, worked very hard and got the job done as quickly and efficiently as possible. I wouldn't hesitate to use them again.

Thank you for taking the time to communicate to us on behalf of [redacted].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.Since [redacted]’ returns were received prior to her being able...

to complete her online checkout, we assumed she loved the two unreturned items and processed payment according to our Terms of Use (https://www.stitchfix.com/terms).We were able to speak with [redacted], via e-mail, on August 26th, where we let her know a refund for the $[redacted] charge had been issued. While we do not refund overdraft fees, a $** credit has been applied to her Stitch Fix account, should she wish to give us another opportunity in the future.Once again, we would like to apologize to [redacted] for any inconvenience caused by her recent experience with us. We thank her for taking the time to provide us with her feedback, and hope we have an opportunity to style her again in the future.

Thank you for taking the time to communicate to us on behalf of [redacted].
We would like to take this opportunity to apologize to [redacted] for any inconvenience this process has caused and clear up the misunderstanding.
When [redacted] scheduled her first shipment on [redacted]th, she...

elected to automatically receive a shipment each month. On [redacted] 1st, [redacted] cancelled her subscription, but did not cancel the shipment that was already in progress.
For each shipment we charge a $** styling fee before the merchandise is shipped. On [redacted] 16th, [redacted] contacted us, via email, and requested to cancel the shipment and be refunded the $** styling fee.
We responded to [redacted] on [redacted] 16th and notified her that we had cancelled her upcoming shipment, refunded her $** for the shipment in progress, and refunded her $** for the first shipment she received for a total of $40 in refunds. 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 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.

I got a new Stitch Fix box today!!! This one was even better than the last! This time I'm keeping everything they sent! ☺ Here is a little video to show you what they sent. I especially LOVE the jean leggings, dress, and sweater! You should totally give it a try. I'll post a link below for you. It's only $20 a month. If you don't like what you see then you can send it all back with no strings attached! [redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
Please allow us the opportunity to apologize to Ms. [redacted] for any frustration or inconvenience that we [redacted] have imposed by sending an unrequested shipment.
We have contacted Ms. [redacted], via email, to offer our apologies for this...

error and informed her that her American Express has been refunded, in the amount of $20. We have also confirmed that her account has been deactivated along with her email being removed from all list servers.
Please be assured that we will use this feedback as an opportunity for us improve our services, and take measures to ensure that we prevent this from occurring again.
Once again, we would like to apologize to Ms. [redacted] for the experience she encountered by receiving an unrequested shipment, and thank her for taking the time to bring this to our attention.

Initial Business Response /* (1000, 7, 2015/01/08) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@stitchfix.com
Please allow us to personally apologize to Ms. [redacted] for any misinformation that may have been provided and any inconvenience that...

it has caused.
Ms. [redacted] did contact Stitch Fix, via email, on December 16, 2014. She requested that we refund her $20 styling fee and extend her returns window, since she was out of town. Per her request, we did process a refund in the amount of $20 on December 22, 2014 and did extend her returns window to best accommodate her scheduled travel. We also have confirmed that Ms. [redacted] is no longer enrolled in reoccurring shipments and does not have any future shipments scheduled.
Please be assured that Ms. [redacted]'s concerns and feedback have been escalated to the appropriate department. We truly value and encourage feedback from our client's, as we are constantly looking at ways we might improve the overall user experience.
Again, we would like to apologize to Ms. [redacted] for any misunderstanding and would like to invite her to give us another opportunity to provide her with a fabulous Stitch Fix experience. If she chooses to give us another shot, we would be happy to cover the styling fee of her next Fix.

We just used "let's get moving" when we moved from St. Petersburg FL to Lakewood Ranch FL. The experience could not have gone more smoothly. The employees were friendly and professional. They went the extra mile in making our move as easy as possible at a very reasonable price!

January 2016 We had a great experience. The movers Dennis and Matt were excellent. They were courteous and very helpful. We would highly recommend Let's Get Moving.

Initial Business Response /* (1000, 5, 2015/11/04) */
Please allow us the opportunity to apologize to Ms. [redacted] for any frustration or inconvenience that we [redacted] have imposed by sending an unrequested shipment.
We have contacted Ms. [redacted], via email, to offer our apologies for this error and...

informed her that her American Express has been refunded, in the amount of $20. We have also confirmed that her account has been deactivated along with her email being removed from all list servers.
Please be assured that we will use this feedback as an opportunity for us improve our services, and take measures to ensure that we prevent this from occurring again.
Once again, we would like to apologize to Ms. [redacted] for the experience she encountered by receiving an unrequested shipment, and thank her for taking the time to bring this to our attention.

Final Consumer Response /* (3000, 5, 2014/08/21) */
I just received an email from you regarding my complaint about the stitchfix company. They have said they refunded the card but I still don't have the money.... I would like to continue with the dispute until I get my money back. They...

claim it was a glitch but they have said a lot of things. If they happen to resolve the issue I will let you know ASAP!
Thank you
[redacted]