The Children's Place Retail Stores, Inc.

Review: On December 6, 2013 I place an online order totaling 111.00 dollars. On December 9, 2013 I was notified that the products had shipped. I was provided a tracking number. When trying to track my purchase I would only get the response that a label was being prepared and still get the same response on this current day. I have contacted Childrens Place customer service by phone, email, and have even submitted a charge dispute twice. They are still trying to charge my account for the items I have never received. I am also getting calls from the card company who handles the Childrens Place cards ([redacted]). I have spoken with [redacted] and have even received a letter from them stating that the dispute had been resolved. According to [redacted], childrens place has failed to continue their process of removing the charge from the account plus the late fee. I have copies of order details, shipping status, and a copy of my fax that I sent to the corporate office 2 days ago and still have not heard anything. I am very frustrated and refuse to pay for merchandise that I have not received.Desired Settlement: I want the bill adjusted for the charged purchase and removal of the late fee.

Business

Response:

We are sorry to hear the customer has not received her order. We have requested a refund check for this lost order. We will also work with Place Card Services to remove any late fees or finance charges associated with this order. We apologize for the inconvenience this has caused. Please let us know if we can be of further assistance. Thank you

Consumer

Response:

[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.]

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,

Review: Received an email from the company. Subject was titled, "50% off entire store-NO EXCLUSIONS ". When I opened the email, there was fine print that said, "excludes sleepwear, shoes, and licensed products." This email is deceptive, a blatant lie, and I'm pretty sure they are in violation of some federal laws. I'd Iike to see the company give restitution, to those that they deceived. As well as, a public apology. This email was a complete waste of my time, and phone data. I've been a customer for 11 years, and this email, just lost you my business.Desired Settlement: Make it right with your loyal customers. How can a child's company portray that lying is okay and accepted? You are manipulating children and myself. You need [redacted], quickly.

Business

Response:

We are sorry for the disappointment [redacted] has experienced. We appreciate her comments regarding our recent online offer. We will be updating our messaging for future mailings; we thank you for taking the time to contact us regarding this topic. Your feedback is important because it helps us improve our marketing strategies. Please note that all customer comments are forwarded to our marketing department for consideration. We appreciate the opportunity to address your concern, and sincerely apologize for any confusion or inconvenience this has caused.

Review: On Dec. 26, 2014, I returned merchandise to The Children's Place because they shipped it to the wrong address. I used a gift card as payment. I was told I would receive the refund of $25 via a new gift card within 3 weeks. I STILL have not received the gift card. It has been 10 weeks now. I have called at least 3 times, and my husband has called at least 3 times. Each time they tell us something different. The last time my husband called, which was 3 weeks ago, they said to expect the gift card in the mail by the end of the week. We STILL don't have it. I'm ready to contact a lawyer because this is now theft. I returned merchandise, but yet still have not received my refund.Desired Settlement: The Children's Place needs to immediately send me my refund of $25.

Business

Response:

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.

Review: First off, your online ordering is horrible. You sent an email advertising a sale and I spent 4 hours trying to order because the website kept going down. This was not just me because there were numerous posts on Facebook from others having the same problem. After finally ordering in several different orders so things didn't keep getting removed from my cart, I was done. Second problem is that my orders shipped with a LOT of items removed. Why be allowed to put then in your cart AND pay if they are not available.

Here is my biggest and actual problem I need fixed. I received two confirmation emails but not my third. After a few days I became suspicious. I logged in and there was no record of my third even though I did place it and saw the confirmation page. I noticed all of the items were still in the cart. So I quickly placed my order to at least be able to get something. A LOT of the items weren't available any longer. Once finished I noticed the prices were all higher and the coupon did not go through. I would expect the prices and coupon to be fixed since it is not my fault the order did not go through even though I submitted it all the way. It was not my fault there was technical problems with the website. It's bad enough I won't get the items I ordered and there is no way to fix that.

I emailed these problems and days later got a generic response about no price adjustments. No response to any of my actual concerns. This is frustrating. So I have tried to call now three times and been on hold for over thirty minutes and given up each time.

I do not understand why there is no customer service. The website problems or difficiulties were ignored in my email. Also no acknowledgement of items I didn't get. I am not asking for a price adjustment I am asking for my original order with price and coupon corrections.Desired Settlement: I would like a refund for the difference in price s and the 30% off coupon. I would also like some sort of acknowledgement or compensation for my time (4hours trying to shop with website problems, original emails, phone calls, this complaint, etc) and losing a lot of items that I spent time picking out.

Business

Response:

We emailed Ms. [redacted]r and explained that items on our site are available except in rare circumstances, such as where two users purchase the last unit of an item almost simultaneously. When this occurs, the items that are unavailable to ship are cancelled from the order, and the customer is not charged for these items. Unfortunately, due to the constant changing product selection on our site, we are unable to backorder any items that are sold-out.

We apologized that the 3rd order was never submitted, and offered to refund the 30% off discount she would have received had the order been placed the same day as the earlier two orders. Ms. [redacted]r’s Discover card will be credited in the amount of $89.42 within 5-7 business days.

In addition, for the inconvenience this has caused, we have offered to add points to her rewards account, which makes her eligible for a $20.00 rewards certificate that can be redeemed at her earliest convenience. We apologize for the inconvenience this has caused, and we appreciate the opportunity to address Ms. [redacted]r’s concerns. Thank you

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: The Children's Place has sent out numerous emails with the title 50% off everything, no exclusions + free shipping online only. When opening the email it states "excludes sleepwear, shoes and licensed". That does not equal no exclusions.Similar issue in their stores. I was at the store at Jordan Creek Mall in Des Moines, Iowa last month. Very large signs outside the store state "Entire store up to 50% off". There were close to 100 signs in the store that said the same thing. When I asked how much an item was, I was told "regular price". I asked why the signs said entire store on sale and the sales person said "up to 50%". So that must include 0%??? When complaining, she stated, "we don't do the marketing, corporate does". If not close to false advertising, it is close to bait and switch. Draw people in with a large sign on the outside of the store and the subject line on an email, and then not live up to the advertisements. Numerous complaints noted on their facebook page with no response from Children's Place.Desired Settlement: They must stop using this false advertising. If the entire store is not on sale, they must not use those words. 0% off is not on sale, therefore the entire store is not on sale. Emails must not have a subject line stating that there are no exclusions to the sale, only to have the body of the email state there are exclusions.

Business

Response:

We are very sorry for the disappointment you experienced. We appreciate your comments regarding our recent online offer. We will be updating our messaging for future mailings; thank you for taking the time to contact us regarding this topic. Your feedback is important because it helps us improve our marketing strategies. Please note that all customer comments are forwarded to our marketing department for consideration. We appreciate the opportunity to address your concern, and sincerely apologize for any confusion or inconvenience this has caused.

Review: On July 7, I contacted The Children's Place because I'd just placed an order a few days prior and my items went on sale with free shipping for $11 cheaper. I waited on hold for an hour (the message said, "Hold times will be more than 3 minutes.") I finally got a representative and told him the situation. My other order hadn't even shipped, so I offered to cancel my previous order and just pace a new one. I wasn't sure how to proceed because I'd just signed up for The Children's Place e-mails and placed my first order. My representative, [redacted], consulted his supervisor and came back stating that he'd refund $11.00. I received a confirmation e-mail of this that stated, "This email is to confirm that a refund for $11 will be issued back on your original form of payment."

Since 10 business days have passed since I received my confirmation e-mail, I called The Children's Place to find out about my refund. The first representative I had told me it had not been approved and that he's send another request. I told him that I wasn't waiting for approval -- it had already been approved and I received the e-mail stating that it would be issued. I asked to talk to a supervisor. The supervisor said that she would not honor the refund either, even though I have it in writing. She said that for my trouble (1 hour on hold on 7/7 and 20 minutes on hold today), that she'd give me a coupon for $10 off $40. I told her that wasn't acceptable, since I was supposed to get $11 back and not be forced to buy additional merchandise. I told her that I had it in writing. She said that she wouldn't honor it, and I told her that I'd submit it to the Revdex.com because I did have the promise of credit in writing.

At that point, she put me on hold again to transfer me to corporate. I waited on hold, again, and she finally came back and said that nobody was working at corporate today (noon on Friday).Desired Settlement: I want my promised refund, and perhaps a gift card for the time and hassle this has been. The company needs to honor its refunds, especially when they're in writing.

Business

Response:

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].

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased item at Children's place in Oak View Mall at Omaha, Nebraska in 11/ 2014. I used their credit card. To me my balance was $56.22 which I paid in the same month of November 2014. Currently I am in the process to buy my house, to my amazement, my mortgage officer called me today and said that my [redacted] and [redacted] credit reports have dropped drastically for 100 points each, which significantly affect my mortgage loan. I asked my mortgage officer why because couple months ago all my credits reports were above 700 and she even said I have really good credit record. She told me I have missed Children's place credit card payment the last three months,and then they have closed my credit card account and sent my record to collection. So I said to her I am not aware owning any money to any company and I recalled I made a purchased at Children's place back 11/ 2014 and I used their credit card, but I have paid off the balance that same month of purchase. So I called Children's place to ask what is going on , to my surprise they told me I have $3.93 remaining as balance which I have not paid the last three months and that they wrote off. So I asked is it the reason why they ruined my credit score? just $3.93 and I told them I never received any email from them telling me I still have $3.93 to pay and I recalled paying my full balance which was $56.22, that I don't know how they said my balance was $60.15 and I have paid $56.22. They said they have sent me several emails to ask me to pay the $3.93 remaining, which is absolutely false, I have not received any email from them. I asked why collection department did not contact me because, what I know when you miss payment and it goes to collection, the collection get hold of the person, which is not my case. They said the amount was small that's why the collection did not contact me , and I said it is wrong and now they have ruined my credit and compromised my chance to get approved for my mortgage loanDesired Settlement: I want them to repair the damage they caused on my credit score by updating (restore) my credit report. They admitted that it was their fault the collection did not contact me because they claimed the amount was small. I told them they claimed the amount was small and despite that they have destroyed my credit score and compromised my chance to get approved for my mortgage loan. I asked the customer agent I talked with to think about it , someone who has made $56.22 payment can not deliberately chose not to pay $3.93 unless there was a miscommunication from them, which it was because I was not aware about that, and we all know when you send somebody record to collection, the collection should get hold of me before taking any possible measure by ruining my credit report. I have worked for years to build my credit record and I can't allow something minor like this ruin my life and compromise my chance to buy my house. I want them to update as soon as possible my credit report

Business

Response:

Please be advised The Children's Place credit card is issued by [redacted]. The Children's Place does not have access to credit card account information. We have forwarded the customer's concerns to [redacted] (Place Card Services) for review. A follow-up response will be provided to the Revdex.com directly from [redacted]. We are sorry for the inconvenience this has caused.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I had placed an order with The Children's Place online. I never received my package although it stated it was delivered on Wednesday Oct. 22. . It stated on tracking that it was left at front desk at 6:15, so I checked at the leasing office and they said that they did not receive a package. They asked me who signed for it and I said that a [redacted] signed for it. Then they told me that they close at 6pm and that a [redacted] does not work their. I called the UPS and a claim was port on the package. They sated that it would take 8-10 days to investigate. It is now 11 days and I have not received my money back from The children's place. When I call them they gave me the run around. They keep telling me I have to wait additional days. I think this is poor customer service and they ripped me off of my money when I never received the package and I have waited for them to locate the package.Desired Settlement: I just want my money credited back to my card. It was 114.16

Business

Response:

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.

Review: I had Purchased jeans for my daughter on line as this is the only place that you can get the slim sizes for her for the school year. These jeans she did try on when we first got them in the first part of Aug 2014 but I left all tags on these jeans just in case. Per their policy I could exchange these as long as they were unworn and unwashed with the original tags still attached in which they were. But their opinion is I was asking for different items since I wanted regular and not the slim and would not exchange these without the receipt even thought all tags were still on these jeans. I have the receipt that I can print off on line, but now I have to make an extra trip and past their "45 day" policy so they will not exchange them again. This is one company that if you look at my cc with them I spend a lot of money that I will not longer spend and will allow all my friends to know how we are being treated over an exchange.Desired Settlement: All I wanted was for these jeans to be exchanged. now I want something for the extra trips that I have to make back and forth

Business

Response:

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-...⇄

Review: I placed an online order with The Children's Place on 7-31-15. I called on 8-10-15 because I had not received my order, nor could I even track the order because the tracking number just said "In transit" it never actually gave me details about my package. I spoke with a rep who had a thick accent (female) and told me that it could take 7-10 business days, which I already knew because that was the shipping option I chose. I asked for her manager because she offered no help other than telling me to wait longer. The supervisor also said the same thing basically. School started on the 13th (3 days before I called) and I still did not have my daughter's uniforms. I called back the next day on the 8-11-15 and spoke with another rep with a thick accent (male)and he told me the same scripted "It can take 7-10 business days" I asked again for a supervisor. A lady by the name of [redacted] got on the phone and I told her my story again and she offered no help either. She even went as far as telling me to dispute the charges with my bank. I asked her "Mam why would I dispute valid charges ? I finall just asked for a refund and she told me it will be 7-10 days. I told her that was unacceptable and she said she could push it up to 3-5 busines days. I called back on the 18th and MAGICALLY got the same supervisor [redacted]. She then told me that she was getting my refund PROCESSED and that it would be sent out. I then asked for HER supervisor who told me that department was behind in issuing refunds. I asked for someone over her and she asked me to hold while she tried to check to see what the holdup was. I held for about 5 minutes and she came vback and asked for a good number to reach me and told me she would call me back. She did call back after about 30 minutes and told me that she would have to issue me a "check"...what company issues checks these days? I told her that I was not happy with that and she said that she could have it to me by Friday which wsa 3 days after I called and that she would also includesDesired Settlement: I think all the trouble that I have been put through with this order, I should receive a refund as well as a giftcard. I was told by the last manager [redacted] that she was sending me out a check and also a giftcard, but I have no faith that they will do what they said because it has been close to a month and I still have no shipment, no refund, no check, nor do I have the patience to deal with those reps anymore. Their customer service is absolutely horrible. I had so many encounters with their n

Business

Response:

We are sorry for the disappointment Ms. [redacted] experienced. The refund check along with a courtesy $10.00 Off in-store coupon was mailed via [redacted] next day air service. The tracking number for this shipment is: [redacted]. This shipment will be delivered by 3:00 PM today. In addition, a $75.00 courtesy gift card was mailed on 08/19/2015 and should arrive within 7 days. We appreciate the opportunity to address Ms. [redacted] concerns and apologize for the inconvenience this has caused.

Review: I returned merchandise that I purchased in the store on 09/11 on 10/09 and it was paid for by check however instead of being able to give me the cash back the young lady told me the system wouldn't allow her and she can put it back on my debit card. The money has still not have been placed back into my accoun as of 11/02. I have contacted customer service on several occasions. The first rep told me it would take 7-10 business days. That time has passed. Called customer service again and the rep told me to contact the store, spoke with the manager and she gave me the corporate number and told me to press 5 for sales audit. I have been calling for 2 wks and [redacted] has not answered or returned my call. Spoke with [redacted] on Friday passed and she was suppose to call me back within a few hours once she sent the email and received a reply from someone in sales audit, but of course I have not received that call. Left a msg for [redacted]worthy and still has not received a call. When I spoke with the receptionist and ask to speak with the supervisor she transferred me to [redacted] again and of course no answer. I would just like to get this resolved and get my money back for merchandise that was returned. The business has there merchandise and it should not take almost a month to receive a credit for return. I don't like to make complaints like this but when I get no response I don't think this is very good customer service. I love shopping at Children's place but this has really turned me away from shopping with them ever again.

Business

Response:

We are sorry for the disappointment Ms. [redacted] has experienced. Our Sales Audit team confirmed a refund was issued to Ms. [redacted] account. The credit was funded to the bank on October 11, 2015 and has an authorization code of [redacted] – see attachment. If the credit was not posted to Ms. [redacted] account, then a credit dispute must be opened with the financial institution. We apologize for the inconvenience this has caused.

Review: I purchased 369.00 worth of clothing online on 3/20/15 . This package was never delivered to me. A claim was filed with the post office and with Children's place. I won this claim and my package (to my knowledge) was never found ..permanently lost somewhere in Atlanta. I requested a refund and was told I would have it in my bank within 7-10 business days and most of the time this process was faster. It is now 4/23/15 and I have received no refund. I call and am repeatedly told "wait one or two more days for it to post to your account" Im sorry but this is unacceptable!

Business

Response:

We are sorry for the disappointment Ms. [redacted] has experienced. We have attempted to refund the [redacted] account for the order total. However, this credit has been rejected because the customer opened a dispute with her financial institution. When a dispute is opened, the financial institution refunds the customer the disputed amount. At this time, The Children’s Place cannot submit a credit until the customer closes the dispute with the financial institution. We apologize for the inconvenience this has caused.

Review: On December 22, 2013 I placed an order (#[redacted]) at The Children's Place website. I received confirmation of the order, and my credit card was charged $29.05 on December 23. I received notification that the items were shipped that same day, tracking #[redacted], via UPS. On Monday, January 6th I still had not received my items ordered, and the tracking number was not pulling up any tracking information. I attempted to call Customer Service at 1-[redacted], but I was unable to reach a representative through the automated system, and was told the wait to speak to a representative was OVER 30 minutes (excessive, to say the least). I resorted to emailing customer service (also on 01/06/13) to let them know I had not received my order and that I was unable to track it. It took 2 days for them to respond to my email. I was notified that I will be refunded the full amount of my purchase, but I have not yet been refunded. They have had my $29.05 for going on 4 weeks now. I have received terrible customer service, no explanation, and excessive delays. They have very poor customer service and turnaround; very disappointing experienceDesired Settlement: $29.05 refunded to my credit card and anything additionally they can do to compensate me for my time that I have wasted chasing them down trying to get my order/ money back. Further, I do not want to be contacted by their company regarding sales or promotions in the future.

Business

Response:

Ms. [redacted] was refunded in full for this lost order. The credit was issued to the original form of payment on 01/14/2014. We have asked that she allow 3-5 business days for the credit to post to her account. We provided courtesy webcodes (40% off and free shipping) that can be used on her next online order, and have removed her email address from the marketing list as requested. Please let us know if we can be of further assistance. Thank you

Consumer

Response:

[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.]

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,

Review: I purchased four pairs of pants for my grandson from The Children's Place, which were too small for him. I attempted to exchange them for the same item in a larger size at a Children's Place store without a receipt, but was denied. As per The Children's Place return policy listed on their website, it states “Without the original sales receipt: Exchanges can be processed for the same item in a different size.” I was told because they are size 5T, and this is the largest toddler size, I could not exchange them for a boys size 6. However, this is not stipulated in their return policy. I wanted the exact same pants, just in a larger size, and should not have been denied this exchange.Desired Settlement: I would like to exchange each of the pants for a boys size 6, which is the next size up.

Business

Response:

We are sorry for the disappointment Ms. [redacted] has experienced. Without the original sales receipt, an exchange can be made for the same item in a different size. However, items from the "toddler boy" category are not the same than merchandise from the "boy" category. We apologize for any confusion or inconvenience this may cause. We will be happy to locate the original receipt and email it to the customer, so the store can assist her with this return. We emailed Ms. [redacted] and asked that she provide us necessary information to locate the receipt. We look forward to hearing from her with the requested information.

Consumer

Response:

[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.]

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,

Review: I have placed orders with Children's Place before and had no issues. I placed an order this past week while the 50% off sale was going on. They cancelled it. I called to find out why. They lady said she would have it investigated and someone would get to me in 24 hours. I have received no response. They did not even refund me points I used on my account.I then made another order this weekend. They cancelled my order again for no reason. I called them. The same lady answered. I asked to speak to someone in charge. I explained to her that it happened to me a 2nd time. She said she understood. She told me to wait. I thought she was getting me someone in charge but then she hung up on me. I wasn't even ugly. If I was ugly I could understand hanging up on.Its like I ordered all the things during the sale but they did not want to honor it or even help me.Worst customer service ever.Desired Settlement: I would like my items and for them to honor my order. They have refunded me except my points.

Business

Response:

We are very sorry for the disappointment Ms. [redacted] has experienced. We have forwarded the feedback received to the Call Center Management team; we will take the appropriate action regarding the recent interaction with Customer Service. Our records indicate the orders were cancelled because they did not meet our criteria for order processing and placement. However, after further verification a new online order can be placed. We have replaced the reward points that were lost on the cancelled order. A new certificate can immediately be generated from the customer's online account. We also emailed Ms. [redacted] a webcode that can be redeemed on her next online order. We appreciate the opportunity to address Ms. [redacted] concerns, and we truly hope she gives us another opportunity to earn her trust and loyalty. Thank you for shopping at The Children's Place.

Review: I placed an order online for children's clothes. Many weeks later, when the package had not arrived, I called customer service and was told that the order had been cancelled and the company had failed to issue a refund. Since I had called, they would now issue a refund which would arrive in 6 weeks. After 6 weeks, the refund never materialized and I called again. The refund had not been issued and my ticket had been closed despite having not been resolved. The ticket was re-opened and the refund was to be issued and customer service would follow up with me in 2 days to confirm that this had been processed. I never heard from them again and, as far as I know, the refund has still not been issued. It has now been 2.5 months since I initially placed the order that was unilaterally cancelled by Children's Place. I still have not received a refund and it is only through my persistence that I was able to learn that the order was cancelled with no intent on providing a refund or compensation.Desired Settlement: $25 for the value of the goods I purchased that is still outstanding. I do not want a gift card as I do not have any intention of ever shopping with this retailer again.

Business

Response:

We are sorry for the disappointment [redacted] has experienced. Online order number [redacted] was processed and shipped via [redacted] tracking number: [redacted]. However, it appears the order was lost in transit. Once [redacted] notified us the order had not been received, we requested a refund. The order total was $31.90. [redacted] used a $25.00 Children’s Place gift card to pay for her order and paid the remaining balance ($6.90) with her [redacted] A credit was issued to her [redacted] in the amount of $6.90 on December 17, 2014. A replacement gift card in the amount of $25.00 CAD has been mailed and should arrive within 5-7 days. We appreciate the opportunity to address [redacted]’s concerns and apologize for the inconvenience this has caused.

Consumer

Response:

Review: [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,

Business

Response:

We are very sorry for the disappointment [redacted] has experienced with this order. The order was in fact shipped; we currently have a claim process in place with [redacted] for orders that ship but are lost in transit due to a scan not being performed. We advised [redacted] at the time of her call to Customer Service on January 28, 2015 that a refund check cannot be issued as she used a gift card to pay for a portion of her order. Gift cards can be used for purchases of merchandise at The Children’s Place stores or online at www.childrensplace.com. Gift cards are not redeemable for cash. The terms and conditions are listed on the gift card used by [redacted]. The replacement $25.00 gift card has been mailed, and should arrive within 5-6 business days. We appreciate the opportunity to address [redacted]’s concerns and sincerely apologize for the inconvenience this has caused.

Review: I received several gifts for my daughters 1st birthday party. Some of the gifts were duplicates and "4th of july" theme. I do not have the original or gift receipts for the items as they were lost during the time we opened the gifts at the party. The following week I took the items into the store and wanted to exchange them for other items in the store. I was told that their new return policy does not allow them to exchange for anything else except the same item & color in 1 size up or down. I was told that anything else is considered a return. I did not request cash or credit. I asked to see the return policy and their policy did not state that. As of today their website does not state that. They also do not make it clear that a exchange is only when you change for the same item 1 size up or down. I am stuck with 6 "4 of July" outfits for my daughter which I can not exchange due to this policy that isn't printed any where in store or online. When I spoke to customer service they could not tell me where to locate the verbiage that they were basing their information on. They sent me a email with the information effective June 1st 2014. The website's last effective date is from 2013. It states that they do not accept returns without a receipt. I do not want to return it I want to exchange for another item. They have made their own definition of what a exchange is and are using it to rob people of their money. They do not make it clear on their website what they consider a exchange. I have asked several people and it is common knowledge that a exchange is for another item in the store of the same or lessor value. A return is when you want your money back. This is unfair to customers. I am not trying to make a profit or get over on the company. I simply would like to change the gift I received for something else that my daughter can wear.Desired Settlement: I would like to exchange the items for something else in the store that is not a "4th of July" themed outfit. I can change it for something else that is the same size if they would like. There is only 1 "4th of July" per year and having 6 outfits for one day seems absurd and a waste of clothes and money. Please assist me in this matter.

Business

Response:

Returns are subject to verification of original sale. Ms. [redacted] was denied the return/exchange because proof of purchase was not present for her return. We spoke with Ms. [redacted] on June 23, 2014 and explained that without the original receipt or gift receipt we will not be able to accept this return/exchange. Our website (www.childrensplace.com) and in-store receipts provide details of our return policy and we advise on both that we will not accept returns without a receipt. Our return policy is also displayed on all registers and gift receipts are offered at the time a purchase is being made. We will be happy to locate the original receipt if details of the purchase are provided, so the store can accommodate Ms. [redacted] with the return or exchange. Due to the inconvenience this has caused, we have mailed Ms. [redacted] a $25.00 off in-store coupon that can be redeemed now through 01/31/2015 in any of our store locations.

Business

Response:

Our return policy specifically indicates on store receipts and on our website that returns are not accepted without the original purchase receipt. The customer has merchandise she wants to “return” to our store. We have offered the option to locate the original purchase receipt, and will be happy to search for it if purchase details can be provided. As a courtesy, we also offered to exchange the merchandise she has for the same style in the size needed. She has refused this option, and cannot provide us purchase information. Therefore, regretfully we will not be able to accept her return.

Due to the inconvenience this has caused, we mailed Ms. [redacted] a $25.00 off in-store coupon to invite her to select merchandise of her choice in any of our retail or outlet stores.

Business

Response:

We are very sorry for the disappointment this has caused our customer. We emailed Ms. [redacted] the attached document, which shows a photo of the return policy sign that can be found on all of our cash-wraps. This sign can be found on all our registers in all stores and can be seen during the checkout process. We also sent the link for the return policy found online at www.childrensplace.com that indicates the same information: returns will not be accepted without the original sales receipt, and exchanges can be processed for the same item in a different size. We will be happy to locate the original sales receipt and email it to the customer if purchase information can be provided. In addition, we have mailed a $25.00 in-store coupon that can be redeemed in any of our Retail or Outlet locations. We sincerely apologize for the inconvenience this has caused. Please let us know if we can be of further assistance.

Review: This is in reference to order #[redacted]. I am owed a refund of $39.76. I made this order on 11/26/14. The package was attempted to be delivered 3 times and at the request of the sender, it was sent back instead of being left at my door. I wrote to customer service on 12/05/14 with no response. I called customer service on 12/07/14 and was asked if I wanted a refund or if I wanted the package re-delivered. I chose a refund. She assured me I would receive a confirmation email and a refund. I didn't receive either. I called back on 12/22/14 and was told they had the package and I'd receive a confirmation email and a refund and again, I did not. I then wrote to customer again on 12/29/14 explaining my situation and was told they were backed up and I'd receive my refund soon. It is now February 4th, 2015 and I still have not received a confirmation email nor my refund.Desired Settlement: Refund of $39.76

Business

Response:

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.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Review: I placed an order at www.childrensplace.com on 02/24/2014. They had a "Mystery % off" promotional code where you could receive up to 50% off your order plus free shipping. My code received 20% off, which was fine until I received an email this morning for 40% of! I am like this is a slap in the face!!!! I called the customer service number and was on hold for 20 minutes before even getting to a representative. So immediately after I tell Steven (rep) what is going on he turns me down. I had to get irrate for him to even offer me a 20% off coupon which is not what I requested. So I asked for supervisor. (Which took over 3 minutes to get, when I requested that I wanted one within 1 min 30 seconds) So I finally received a response from Sup Brian who wasnt much of help either. He did not seem like he even wanted to assist me. He was offering me a 40% coupon when I clearly stated I wanted a credit and told him I would be happy to wait until my order is in a shipped status so my card can be credited. But NOPE, again poor service. I have been in the CS industry for about 15 years and this is one of the top 5 worst CSC in my life! I will be going to the stores from now on where I can recieve REAL CUSTOMER SERVICE!Desired Settlement: Either my order FREE or $20-$25.00 credit for my inconvenience.

Thanks.

Business

Response:

The Children's Place offers sales and promotions that can vary daily. Coupons and webcodes cannot be applied to previously placed orders. However, we have issued a courtesy refund to [redacted] account to reflect an additional 20% off discount. In addition to the refund, we have mailed a $10.00 coupon that can be redeemed in any of our retail stores. Thank you

Review: I placed an online order on September 16, 2013 for my sister who was pregnant and due October 1st 2013. The order was shipped the same day however, I never received the package. I contact UPS who told me to contact the children's place. The children's place assured me that they filed and investigation and that I should be getting a call soon. I have yet to hear from them or to get a refund. My sister had her baby this past Saturday 10/05/13 and I dont have a present for him, or the money to but another present because I am still awaiting for my items or a refund from the children's place.Desired Settlement: I would love for my items to be replaced so that I will have a gift for my newborn nephew.

Business

Response:

According to UPS, Ms. [redacted]' order was delivered on 09/18/2013. Ms. [redacted] contacted us on 10/01/2013 to notify the order had not been received, which prompted us to open a trace investigation with UPS. Although UPS is still investigating the whereabouts of the package, we have submitted a refund in full to the customer's original form of payment. We have notified Ms. [redacted] via email, and have asked that she allow up to 5 business days for the credit to post to her account.