The Children's Place Retail Stores, Inc.

Our Distribution Center confirmed four items were received. However, we have requested a courtesy refund for the additional item. We have asked Ms. [redacted] to allow 5-7 business days for the credit ($7.79) to post to the account. We have also added points to her rewards account to make her eligible...

for a $10.00 rewards certificate for the inconvenience this has caused. We appreciate the opportunity to address her concern. Please let us know if we can be of further assistance. Thank you

Our return policy allows for exchanges to be made for the same item in a different size when a receipt is not present. Ms. [redacted] visited the store without the original purchase receipt. Ms. [redacted] wanted a different style item (regular size jeans instead of slim size jeans), which is the reason...

the exchange could not processed.   We have emailed Ms. [redacted] a UPS pre-paid label that can be used to return the jeans to our warehouse at no cost to Ms. [redacted]. We will grant a full refund as a courtesy although she is past the 45 day timeframe we allow for full refunds. We have asked that the items be returned within 30 days to ensure we can refund her credit card.  Our warehouse does not perform exchanges for online orders. However, a new online order can be placed with the desired size and style. We have offered Ms. [redacted] a 40% off webcode plus a free shipping code that can be used on her next online order. We appreciate the opportunity to address Ms. [redacted]’s concerns and look forward to serving her again in the near future.  Below please find a link for our return policy, which can be found on our website: www.childrensplace.com: http://www.childrensplace.com/webapp/wcs/stores/servlet/en/usstore/content/help-...⇄

It appears this complaint may have been submitted before the issue was resolved for [redacted]. We spoke with [redacted] the afternoon of August 11, 2014 and explained a new online order can now be placed as our Loss Prevention team verified her information. We asked that the same email address be...

used for all future online orders. We also replaced her 25% off coupon code with a 40% off code for the inconvenience this has caused. Thank you

Complaint: [redacted]
I am rejecting this response because:
Their claim that my order was shipped and simply lost in transit is clearly not true.  It was indeed processed with tracking ID [redacted] via [redacted].  I called [redacted] in December when I hadn't received my package and spoke with them directly.  They confirmed that the order was created but a package never entered their system (no intake scan).  You are certainly welcome to call [redacted] yourselves to verify that this is true.  The Children's Place customer service representative I spoke with initially did not dispute that the package was never sent.  I was told that the stock likely ran out before my order was processed and therefore the shipment was not sent.  They were unable to provide a reason why that did not automatically trigger a refund.Regarding the gift card, while I appreciate the offer, I had specifically requested a cash refund instead of a replacement gift card as I have no intention of making further purchases with such an unreliable retailer.  When I spoke with the Children's Place customer service I was offered either a cheque (that would take 7 days) or a gift card (that could be issued immediately).  I opted for the cheque.  I contacted the Revdex.com only after the cheque I was promised also failed to materialize and the customer service agent that promised to contact me to ensure things had been processed failed to do so.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory as to me individually but does not show any change in a policy that is inherently bad for consumers and misleading in the impact of its advertising.

Only our basic style was on sale, as the sign indicated. We apologize for the inconvenience this has caused. In addition to the reward points added to the account, we have mailed a $25.00 off coupon that can be redeemed on a future in-store purchase. We appreciate the opportunity to address your concern, and we are sorry for any confusion this has caused.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]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. Regards, [redacted]

We are very sorry for the disappointment [redacted] experienced. A refund was issued to her [redacted] on January 19, 2015 in the amount of $63.07 for the returned items. Credits can take 3 to 5 business days to post to the account depending on the financial institution. We have offered a 50%...

off code to [redacted] to invite her to shop with us again online at www.childrensplace.com. We hope she gives us the opportunity to earn her trust and loyalty again. We sincerely apologize for the inconvenience this has caused. Please let us know if we can be of further assistance.

A refund was issued to Ms. [redacted] card account (Discover) on July 21, 2014 in the amount of $11.00. We ask that she allow 3-5 business days (depending on her financial institution) for the credit to post. We also mailed a $10.00 off coupon that can be redeemed on her next in-store purchase. We...

apologize for the inconvenience this has caused Ms. [redacted].

We are very sorry for the disappointment Ms. [redacted] has experienced. A refund was issued on February 11, 2015 to the original form of payment for the order total. The credit should post to the account within 3-5 business days, depending on the financial institution. We have added points to the...

customer’s rewards account; a $20.00 rewards certificate can be redeemed on a future purchase. We hope Ms. [redacted] gives us an opportunity to earn her trust and loyalty again. We sincerely apologize for the inconvenience this has caused.

I am rejecting this response because:
Children's Place has provided a bad faith response in the guise of a "policy."  I attempted to return brand new CP clothes with the original tags.  They refused to accept them.  Their "policy" is nothing more than an unnecessary hurdle for recipients of gifts who may want or need to return them.  They require jumping through a dozen hoops to no benefit of anyone.  I'm not going to reach out to the person who gave my son a gift to see if he can figure out when he bought the gift when CP can scan the tags and get the current price of the item for a return.  They say they mailed a coupon.  I'm not sure why they would stick it in the mail rather than email, but if it's a real coupon for $25 off without limitations, not marketing junk of $25 off when you spend $50, then I'll consider changing my response as to this specific instance.  Either way, their policy is reprehensible and bad for consumers.

A refund in the amount of $73.77 was issued to Ms. [redacted] account on January 6, 2015. A credit can usually take 3-5 business days to post to the account depending on the financial institution. We have added points to Ms. [redacted] rewards account, which makes her eligible to redeem a $20.00 off...

discount for a future online or in-store purchase with The Children's Place. We appreciate the opportunity to address Ms. [redacted] concerns and sincerely apologize for the inconvenience this has caused.

We are very sorry for the disappointment [redacted] has experienced. A credit ($3.56) will be issued to her [redacted] account for the missing item. We have added points to the rewards account so that [redacted] can redeem a $10.00 off certificate for a future purchase. We appreciate the opportunity to...

address [redacted] concerns, and sincerely apologize for the inconvenience this has caused.

We are sorry for the disappointment [redacted] has experienced. The $25.00 gift card was mailed via [redacted] and is scheduled for delivery today, March 5, 2015. We have also included a $25.00 off coupon that can be redeemed on a future in-store purchase. We sincerely apologize for the inconvenience...

this has caused and hope [redacted] gives us another chance to earn her trust and loyalty.

UPS confirmed the delivery of the order. However, since [redacted] has not received the order, we will be happy to issue a refund. [redacted] used two forms of payments: 1) $89.16 was paid by American Express; 2) $25.00 was paid with a Children’s Place Gift Card. We will credit $89.16 to [redacted]’s...

American Express card and mail a replacement Gift Card that can be redeemed in any of our stores or online at www.childrensplace.com. We appreciate the opportunity to address [redacted]’s concerns and apologize for the inconvenience this has caused.

The original order was shipped on November 30, 2014. However, the order appears to have been lost in transit. We opened a claim with UPS so they can investigate the whereabouts of that shipment. We have re-shipped a new order to Ms. [redacted] via overnight service. However, only...

5 items were available to ship as the items in her order are no longer in stock. We will refund Ms. [redacted] for the order in full and have offered a percentage off webcode, in addition to a courtesy gift card for the inconvenience this has caused. We are very sorry for the disappointment Ms. [redacted] has experienced. Please let us know if we can be of further assistance.

The Children's Place has several style jeans, such as: skinny jeans, bootcut jeans, straight jeans, utility jeans, basic jeans, etc. The jeans that are currently on sale in-stores for $4.79 with the 20% off discount are our basic style jeans. We have attached a screen-shot with different...

style jeans for your reference. If a pair was selected that is not our basic style jeans, the price would not ring up at $4.79.  As [redacted] mentioned, our promotional email did indicate all “basic denim” was included in this offer.  We sincerely apologize for any confusion or inconvenience this may have caused [redacted] We have added points to [redacted] account, which makes her eligible for a $20.00 rewards certificate. This certificate can be redeemed on a future in-store or online purchase. We hope [redacted] gives us the opportunity to earn her trust and loyalty again. Thank you for shopping at The Children's Place.

I have been an avid Childrens Place shopper for 8 years now. As of this year I have started shopping online (late I know) but I have had nothing but a headache out of the retail at Childrens Place also known as TCP. The brand is having some real issues lately and it's only getting worse. They don't believe in Customer Service at all anymore. It's showing in the failing stock and issues with the board. They really need to get it together. The Facebook and Twitter profiles are all completely negative not a single good post.","neg-1

Never received refundOn 4/20/2015 I made an online purchase with The Children's Place (order#: [redacted]), a total of $121.20. I received the order in the mail, but had to return all the shoes because they were all too small, which combined is a sub-total of $31.87. On 5/05/15 I paid $8.85 for Expedited Delivery, to have the shoes shipped back to the company by [redacted] (tracking#: [redacted]). It was confirmed through the [redacted] Tracking website that the package was delivered to The Children's Place on 5/7/2015 at 2:41 pm, at the address on the return label that was included with my purchase. To this day I still have not received my refund. I have contacted the company several times. I wrote to them through their webiste, filed a complaint with them directly through their email proxy, and have called their call center and spoken with a rep twice. The first rep advised me that I should receive the refund within 10 business days, so I should get it by 5/21 (10 business days after 5/7/15, when the package was delivered back to the company). On 5/22 I called the customer service number again and the rep advised that they were behind on their refunds and should get it in 3 business days. Today is now 6/1/15, long past the time promised. Please assist me in getting the refund for the items that I returned. Thank you!Desired SettlementThe amount of the refund is $31.87 plus taxes.Business Response We are very sorry for the disappointment Ms. [redacted] has experienced. Our records indicate a refund was issued to Ms. [redacted]'s [redacted] account for the returned items; the credit was issued on June 12, 2015 in the amount of $34.10. For the inconvenience this has caused, we have added points to the customer's rewards account and offered a percentage off code that can be redeemed on a future online order. We hope Ms. [redacted] gives us the opportunity to earn her trust and loyalty again. We sincerely apologize for the inconvenience this has caused and look forward to serving her again in the near future. Please let us know if we can be of further assistance. Thank you,[redacted]Customer Care CoordinatorThe Children's Place[redacted]

Review: I places an order for clothing on 11-15-I received the orderOn 12-3-I returned some items via [redacted], Priority Mail with tracking (tracking no[redacted], it was delivered 12-6-I wrote Children's Place Customer Service in the beginning of January since I had not received my refund to my credit card yetI was told to contact the returns departmentI called the returns department on 1-6-15, I gave the representative my order number ([redacted]) and each item number for the items I returnedShe was going to process a refund that way in the amount of $I still have not received a refundI am very upset and annoyed and fell like they should have to answer as to what is taking so long to process a return, it has been weeks since they have received my package at the facilityI want my refund, and I want it now.Desired Settlement: I want my refund, and I want it now
Business
Response:
We are very sorry for the disappointment [redacted] experiencedA refund was issued to her [redacted] on January 19, in the amount of $for the returned itemsCredits can take to business days to post to the account depending on the financial institutionWe have offered a 50% off code to [redacted] to invite her to shop with us again online at www.childrensplace.comWe hope she gives us the opportunity to earn her trust and loyalty againWe sincerely apologize for the inconvenience this has causedPlease let us know if we can be of further assistance