The Children's Place Retail Stores, Inc.

Review: As part of their Xmas gifts my kids received clothes from TCP ($74.63 worth), unfortunately is not the right size, therefore I went to one of the stores (12-26-13) to exchange the clothes for the correct size, I told the sales staff what I needed to do and told them I did not have a receipt, that did not seem to be a problem, the tags were on each garment. At the time of exchange I'm informed that my request is denied and I get a paper with a phone number to The [redacted], I'm told to call here and they will tell me why of the denial. I contacted [redacted] and [redacted](customer service) is not able to give me an explanation all he said is that I will be getting a transaction history report. In the meantime while waiting for this report I called TCP customer service line ([redacted]) and after being on hold for at least 30 minutes I decide to sent an email to TCP. To date I have not heard from anyone. I did received the report from [redacted], there is no such history all I got is the transaction/exchange that I tried to do and nothing else. I truly feel that this is ridiculous, all I want is the right size and nothing else.Desired Settlement: Exchange for the correct size and the value that it was originally given the day of my attempt to exchange 12-16-13 $74.63.

Business

Response:

All returns are subject to verification of sale. The customer's return was denied because it was a large return without proof of purchase. We offered to locate the original receipts. However, the customer was not able to obtain purchase information. As a courtesy, we have offered a UPS pre-paid label, so the items can be returned to our corporate office. Once the items arrive, a gift card will be issued for the merchandise. Thank you

Review: My online order was suposed delivered in a wrong address and The Childrens Place is not being able to understand the situation and refund me. Actually I made a mistake in the address providing a number that doesn't exist. Whe I realized the typo, I went to that address and personally check that it doesn't exist. I opened the case #[redacted] in their customer service but CP insist that they are not responsible for that. Should I really pay for something that I haven't received?Desired Settlement: Refund the total amount of the order, since I have not received the merchandise.

Business

Response:

Online order number [redacted] was processed, shipped and delivered to the address selected at the time of order placement. Since [redacted] has not received the order, we have asked [redacted] to attempt to retrieve it from where it was delivered. If [redacted] is able to retrieve it, it will be returned to our warehouse, and the credit card will be refunded in full for this order. 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 I will wait from their response regarding the delivery issue.

Regards,

Review: I placed an order on Black Friday 11/28/14. I got a shipping notice on 11/30. I didn't receive my package in the 10 days they asked me to wait and called Customer Service. I was told there was a delay and it would be here by 12/19. I did not get it, so I called 12/20. I was told it was STILL IN THEIR WAREHOUSE and it would be shipped Monday. I called Monday and was told it had already shipped and I would be getting it Tuesday 12/23. I called today to verify and get a tracking number and was told it STILL had not shipped. And there was nothing they could do. Granted, they did offer to refund my money, but I had important things in the order and would rather have them, than a refund. They said they would do the best they could but couldn't guarantee it would be shipped today for Christmas. In the scheme of things, I know this is not a super important complaint, but I feel as though I was lied to repeatedly and that is absolutely poor customer service. I felt like the company needed to be reported and held responsible for their actions (or non-action in my case). Their Facebook page is covered in similar complaints as well so I am not the only one.Desired Settlement: I'd like my order shipped to me. I'd also like it to be on record for others to see, what this company has done and how they have treated their customers. And that customer service will flat out lie to you just to get you off the phone.

Business

Response:

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.

Review: Item is not what I purchased.

Im very upset with this company. It was my first time purchasing with The Children's Place online. I ordered a pair of chalet boot size 5 item# - [redacted] order # [redacted] in the amount of $21.35 I paid with my paypal account. I was wondering why my daughter was crying one morning on her way to daycare I had no idea what was causing her to cry. The next morning I tried putting her shoe on again and realized it was really hard to put on Im like wait I know this is her size something told me to check they sent me a size 4 shoe. My baby experienced pain the whole day prior. I am very upset with this company they just threw in a size 4 due to low stock of this shoe. What a horrible feeling for my baby to have to experience this because your company whats to make a sale. Horrible just horrible.Desired Settlement: I want a full refund and something additional for my duaghter having to be in pain.

Business

Response:

We spoke with Ms. [redacted] and apologized for her recent online experience. A full refund will be issued for the order. We also offered a courtesy gift card for the inconvenience this has caused. 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 placed an order with the Children's Place on 9/23/2013 for boys and girls clothing. The items were to be delivered within 7-10 business days. On 9/24, I received a tracking confirmation from them for UPS. When I checked the status of the package on 9/26, UPS's website said that the packages had been left outside of the rear door. Since I live in a gated community, the delivery driver could not get to my apartment so he went to my rental office. When he realized my rental office was closed, he left the package at the rear door of the office outside of the gate where anyone could walk by and steal it. I immediately filed a complaint with The Children's Place and UPS when my package couldn't be located. When I called UPS they claimed they left the package at the rear door of my apartment which is false because my apartment does not have a rear door. When I called the Children's Place, they said they would need to start an investigation with UPS to find the package. Today I received an email from The Children's Place that stated UPS has confirmed that the package was delivered because they say they left it at the rear door (that I don't have). I am VERY dissatisfied with the results of this "investigation" as I am still without my merchandise or the money I paid for it. I even went to the physical store on 9/28 to re-buy the items I didn't receive because I wanted my children to have them. I WILL NEVER SHOP AT THE CHILDREN'S PLACE AGAIN AND WILL MAKE SURE NO ONE IN MY FAMILY SHOPS THERE EITHER!Desired Settlement: I would like a full refund or they need to REALLY try to locate my package instead of lying about it's original delivery.

Business

Response:

Good morning,

UPS confirmed the delivery of Ms. [redacted] order. However, since she indicated the order was not received, a refund was requested to the original form of payment. We have notified this to Ms. [redacted] via email and have asked that she allow 3-5 business days for the credit to post to her account.

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 am so angry I have been shopping at children's place forever but this time I bough somethings that I needed to return. I returned a few items and the balance was to be credited to my credit card. Well it never was. I called the store to let them know and she asked me for the numbers across the bottoms of my street. which I provided and she said that she was going to have a someone from the audit department look into it and get back to me and make sure that I get my money back well that never happened so then I called the store again and they advise me to call home office customer service and they would take care of it. No one did. I called again and the district manager was supposedly notified and said they were going to take care of it. but still nothing. and then I caleld again and still nothing was do! this is ridiculous! I can't believe that I have had to make so many phone calls and talk to so many people to get what's mine. I have made at least 10 phone calls. this is bull siht! can we please just get this corrected.Desired Settlement: I want them to send me to 16 dollars that is owed to me and stop acting like they don't owe me money. I know it only seems like 16 dollars but when you are clothing this many children that makes a difference! this is crazy!

Business

Response:

Our Sales Audit team issued a refund to Ms. [redacted] account in the amount of $16.95 on 05/16/2014. We emailed Ms. [redacted] and asked that she allow 3-5 business days for the credit to post to her account. We also offered a $25.00 gift card for the inconvenience this has caused. We appreciate the opportunity to address Ms. [redacted] concerns. Please let us know if we can be of further assistance.

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.

This is only almost two months later! But thanks!

Regards,

Review: I recently spent approximately one hour placing an on-line order with Children's Place that was cancelled thereafter by Children's Place for a reason that they will not tell me. I used a Discover credit card and Discover approved the purchase. I received a confirmation from Childrens Plance when on line and assigned order [redacted] as well as a charge on my discover card for $258.75. Shortly thereafer, I received an email that my order was cancelled and that my credit card will be credited. I never canceled the order, so I immediately called Discover to see if they cancelled it; they confirmed with me that they did not. I then called Children's Placed and spoke first to [redacted] and then to [redacted], Manger of Customer Care. The long and short of my complaint is that they both told me that I failed to meet 1 or more of their rules for order processing. I asked repeatedly what rule that I didn't meet, but was repeatedly told that they were sorry, but due to security reasons they are unable to disclose why I didn't meet their rules for order processing. I have used this Discover card many times for in-store Children's Place purchases and placed this particular order using a loyalty discount - so, it's not like I'm a stranger to this company. I am not being treated fairly and this business practice should be halted with a real reason given for such a cancellation. ,This company will not give me a satisfactory explanation for cancelling my order and I feel discrimintated against and I don't even know why???Desired Settlement: Apology and reinstatement of my order. An additional discount would also go a long way in taking away the bitterness I feel for this on-line store.

Business

Response:

When an online order is placed, it is verified by our Loss Prevention Team, who ensures the order meets all of our criteria for order placement. If an order does not meet one or more of our rules for online processing, the order is cancelled. This was the case with Mr. [redacted]r’s order. For security purposes, we cannot disclose our rules or guidelines as these are set in place to prevent online fraud and identity theft. We contacted Mr. [redacted]r and provided him a courtesy 30% off webcode to be used on a future online order that meets the online requirements. Mr. [redacted]r placed a new order on September 2, 2013 and redeemed his 30% off coupon. The order shipped and is scheduled for delivery today, September 9, 2013. Mr. [redacted]r’s issue has been resolved. Thank you

Review: I purchased a sweater in December and I used the washing directions they provided and now she cannot fit the sweater as its shurnk significantly. I emailed the company they simply replied with a system generated response with the same I formation on the receipt of exchanges and returns as if I couldn't readDesired Settlement: I would like for them to replace the sweater

Business

Response:

We are sorry for the disappointment you experienced with our product. We would like to have the sweater returned to our corporate location so it can be reviewed by our Quality Assurance department. A UPS mailing label was sent via email, so the item can be returned to us at no cost. Once we receive the merchandise our Quality Assurance team will review the specific issue you have described. If you have the receipt or packing slip from the original purchase, please include it with the return. If you no longer have the receipt or packing slip, and you are due a refund, it will be issued in the form of a merchandise credit for the current selling price. Merchandise credits can be used at any of our Children’s Place Retail or Outlet Stores. We appreciate the opportunity to address your concern, and apologize for the inconvenience this has caused.

Review: I purchased 5 pairs of jeans while out of town shopping at the Branson outlet store. It was extremely crowded in the store (our first time shopping at an outlet store) and due to how busy it was, did not try on the jeans. I asked one of the cashiers if the jeans did not fit, would I be able to exchange them back home 4 hours away at the retail store in Hot Springs, Arkansas and was told yes. My son had previously worn "husky" sizes until a few months back when we shopped at a retail Children's Place and did not need a husky size in his shorts. However when we got home with the new jeans from the outlet store, they were too tight and he does need the husky sizes. I soon found out I cannot exchange the items at our retail location or even receive store credit to go online and buy the same jeans just in a husky size. I called customer service and at first was told since the nearest outlet store is more than 3 hours away, I could send the jeans to them to exchange for the husky sizes. But then, after being on hold to get the process going, the representative stated they could not exchange the jeans and that I was just stuck with these clothes that do not fit my child. I have shopped with Children's Place for 7 years, a Place member and a very loyal customer. Having never shopped at an outlet location prior to this, I had no idea of the policies between stores and assumed what the cashier told me was true. The exchange policy is ridiculous to say the least, and the husky sizes should also be available in the stores.Desired Settlement: I would like to exchange the new, unwashed, never worn jeans with all the tags still on for 5 pair of husky sizes jeans instead. I should not be stuck with clothes that do not fit. And it would be really great to be able to buy husky sizes in the store.

Business

Response:

We are sorry for the disappointment Ms. [redacted] has experienced. Our return policy as indicated on purchase receipts and online at [redacted] state purchases made in outlet locations must be returned/exchanged in any outlet location. We are sorry to hear that an outlet location is currently not available. We have emailed Ms. [redacted] a [redacted] pre-paid label that can be used to return the merchandise to our warehouse as a one-time courtesy. A gift card will be issued for the merchandise total once the items are received. Gift cards can be redeemed in any of our retail locations, as well as, online at [redacted]. We appreciate the opportunity to address Ms. [redacted] concerns and 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. I have printed the return shipping label to send back the items in exchange for a gift card to use for items in the correct size. I am accepting the response in good faith that all the terms will fall through as promised. I understand policies are on all receipts. However, when shopping at a very busy location with people waiting in line, I did not hold up the line by reading in detail the policies printed on the receipt. I expected that what I was told by the cashier in a quick conversation during checkout was correct. And as this was my first time shopping at an Outlet location, I was completely unaware of the policies between stores. I appreciate Children's Place assistance with this issue and help in having it resolved.

Regards,

Review: I purchased a gift card online before Christmas, when I took my children to the store after Christmas t o use the gift card the store told me the card was already used. I informed the store that I did not use the card and there must be something wrong with their system. I called the customer service line and after spending hours on the phone trying to get someone to fix my issue was told that they would contact me. I received an email the next day from children's place stating that they were sorry to hear the difficulties redeeming my gift card. It seems the gift card value was taken off. They also stated in the email that they would mail me a new $25 gift card and would receive it in the mail in 2-3 weeks. That was on December 31, 2013 and today is February 22, 2014, I still have not received the gift card in the mail. The case number for my phone call is [redacted].Desired Settlement: I want my $25 back that they promised me. They saw on their end that I did not use it and promised me a refund that I have not received yet.

Business

Response:

We have issued and mailed the $25.00 gift card. We also included a $10.00 off coupon that can be redeemed in any of our stores. We have notified the customer via email and apologized for the inconvenience this has caused. 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: On Dec 4th, 2014 I requested a credit on an order I placed. I was told I was to have a credit of $73.77 and would receive it in 7 to 10 business days. The time frame passed, I called and was guaranteed the refund would be applied by Dec 24, 2014 at the latest. That passed. On Dec 26 2014 I was told I would receive a phone call from corp on monday, Dec 29, 2014 and refund would be back on Dec 30th. Neither happened. I then called and was told the credit was issued and would have the refund in 3-5 business days. I was given that information on January 6th, 2015.Desired Settlement: I feel I am entitled to the full refund plus additional percentage for the delay.

Business

Response:

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.

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: My items that I purchased online were never delivered. I have called The Children's Place several times to get my money back or request different clothing items to replace what was never sent to me. The Children's Place claims that they can not do anything since according to [redacted] my package was delivered. I am beyond upset because the children's place and [redacted] dont want to refund my money. I spent closet to $50 on clothing items and I have nothing to show for it. I would like my money back in full.Desired Settlement: Get my money back in full

Business

Response:

We are sorry to hear Ms. [redacted] has not received the order. An investigation is still open with [redacted]. Ms. [redacted] will be refunded in full for this order. We ask that she allow 7-10 business days for the credit of $46.24 to post to her [redacted] account. We appreciate the opportunity to address Ms. [redacted] concerns and 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. Regards, [redacted]

Review: I purchased/ordered four sleep and play pajamas for my child at the online store. All four of these sleep and play outfits were extremely small and tight for a three month size. There is an obvious issue with the sizing of these items, whether it is a defect or something else. Perhaps they labeled the wrong size on these particular items.

I contacted The Children’s Place customer service on two separate occasions, hoping they would assist me with a refund via online. They responded once and told me to take them to my local store for the return. I had then explained how I had washed all four pajamas prior to putting them on my child, due to dyes and other irritants that the clothes may arrive with. This is very commonplace when purchasing first bought clothes for children, but because of this, I no longer have the tags. I had also explained that with a newborn, I am unable to get to a store to exchange them, hence the reason why I needed to order them online. Since the clothes are obviously defective, I had hoped for a postage paid label to return the items for a refund, but The Children’s Place has failed to respond to any of my further three correspondences about this.Desired Settlement: I would like a postage paid label, so that I can return the items online and receive a full refund for the items I purchased.

Business

Response:

We contacted the customer and apologized for her experience. We have requested a refund to her Pay-Pal account for the full order total. We asked that she allow 7-10 business days for the credit to post to her Pay-Pal account and also offered a 30% off webcode plus a free shipping code that can be redeemed on a future online order. 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.

Thank you for your assistance.

Regards,

Review: I am writing Revdex.com in regards to an issue I recently encountered with The Childrens Place in Brooklyn and also with corporate. On December 19th I purchased a few items as christmas gifts for family. I was told that the item I purcahsed was too small and so January 3rd at 2:45pm I attempted to exchange this item in the brooklyn store located I gateway center # 4297. I was told since I did not have my receipt I would need to swipe my card for them to pull up the purchase. I was repeatedly told by the manager [redacted] that they could not find the purchase in their system and could do nothing for me. I was so upset and annoyed because my credit card company confirmed the purchase of $37.42 that was made on December 19th. This situation make me feel that there is some sort of scam going on with the childrens place. There should have been a way to pull up this purchase. I am was also fustrated with the manager [redacted] because she refused to accommodate me in anyway.

On January 4th I spoke with [redacted] a customer service rep who was able to find the purcahse in their system and stated he would email me the reciept. I spoke with Willie the supervisor and explained to him that this was a major inconvenience for me and it wasnt as simple as just enailed me the receipt. He offered me a gift card of $10 in which I thought was a slap in the face.He also told me I should have had my receipt, as in to scold me like a child. It costs me time and money to have to travel back to the childrens place when I should have been able to get this done on the day I visited the shop. At this point I feel like if the childrens place does not compensate me for this inconvenience I will just returned all the items and take my business somewhere else.Desired Settlement: I would like either a refund of my purcahse or a giftcard. I aslso would like for the individuals named in this dispute to be spoken with about their lack of good customer service.

Business

Response:

We are sorry for the disappointment Ms. [redacted] experienced. Returns will not be accepted without a receipt or gift receipt. Our return policy is listed on the cash-wrap in retail stores, on the back of the receipt and online at www.childrensplace.com. Our records indicate a copy of the receipt was located and emailed to the customer on January 4, 2016; we have attached the email for your records. Ms. [redacted] can visit any The Children’s Place retail store with a printed copy of the attached email and the store will be happy to process a return for the merchandise. Please be advised there are over 20 retail The Children’s Place stores within a 10 mile radius from the customer’s address. If the credit card used is available at the time of the return, a refund can be issued to the original form of payment as long as the return is completed on or before February 3, 2016. The $10.00 courtesy gift card has been requested and will be mailed to the customer’s address within 2 to 4 weeks. We appreciate the opportunity to address Ms. [redacted] concerns and apologize for the inconvenience this has caused.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: On 05-23-2014 I made an only purchase with children place . The order went through and funds where taken out of my account the following day I get an email stating from my back that the charges where reversed without my authrization. When I called customer service on 05-26-2014 all he could say is yea that I see that we( CHILDREN PLACE ) REVERSE the charges and I don't know why. My child has an event that he was in and now has nothing to where I placed this order to arrive in Memphis tn because my family and I are flying from miami and I even went the extent of paying 20 dollars so it could arrive on time. I am very unpleased about this matter. I would not refer your company to anyone. From here on out I want purchase another item from childrens place.Desired Settlement: This was and a modeling show that my child was in and words can't really describe how upset I am at this time.. I want to speak to someone in the cooprate office and a gift card or something

Business

Response:

When an online order is placed, it is verified by our Loss Prevention Team, who ensures the order meets all of our criteria for order placement. If an order does not meet one or more of our rules for online processing, the order is cancelled. This is the case with Ms. [redacted] order. For security purposes, we cannot disclose our rules or guidelines as these are set in place to prevent online fraud and identity theft. We were unable to reach Ms. [redacted] by phone. However, we have emailed her apologizing for her experience and explaining the information mentioned above. We also recommended when placing a future online order to ensure that the billing information used for the order matches exactly what the financial institution has on file. We also mailed a $10.00 in-store coupon to invite her to shop in any of our retail stores. Thank you

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I had an 65.00 order and the response that company gave me wasn't understandable at all than to add insult to the situation they want to give me a 10.00$ Certificate. Not good enough my child had a modeling event and this situation have my family struggling out fit at the last min

Regards,

Review: I placed an order through the Children's Place web site utilizing a 30% coupon 4 times now, with 3 different credit cards only to have them ALL cancelled. My first order attempt was 1/4/14 and cancelled by the Children's Place 1/5/14 with a generic email indicating the main reasons may be address verification. Since none of the other reasons fit, I contacted my financial institution who verified the charge was authorized and was all set for processing.

I placed the order a second time since it was the weekend. It was cancelled again, same generic email. I called and spoke to a customer service representative at Children's Place who verified the order was cancelled by Loss Prevention due to failing the address verification, they said they would request more information and provided me a coupon to replace my order online again.

I attempted a 3rd time, used a different card, cancelled again. Verified with my financial institution and everything was fine on their end. I called Children's Place yet again to be told the same thing, place the order again, it failed address verification, we'll open a ticket for more info.

I'm a glutton for punishment apparently an placed the order for OVER 50 items a fourth time. I used their "suggested address" and a 3rd credit card. Cancelled again. Called my credit card again, all OK. Called Children's Place again, so sorry, we can't see more than it failed address verification, try again or visit a store.

At this point I do believe it is being cancelled by loss prevention because the amount of items, on sale, with coupon code presents a greater lose to them than canceling the order. I have since ordered online with all 3 cards with no issue using the address as entered via the Children's Place site. They state they cannot reinstate an order once cancelled, and the prices have since increased so even a new coupon code is not really fair either.Desired Settlement: At this point its just a matter of poor customer service and policy. All I want is a legitimate explanation of what the issue is, so if I choose I can complete an order through their web site in the future. I have definitely gone above and beyond what is reasonable for me to do attempting to resolve the issue myself. It is unacceptable that they cannot tell me anything else, reinstate my order, or assist me especially after over 30 minutes of hold time for EACH CALL.

Business

Response:

When an online order is placed, it is verified by our Loss Prevention Team, who ensures the order meets all of our criteria for order placement. If an order does not meet one or more of our rules for online processing, the order is cancelled. This is the case with Ms. [redacted]’s orders. For security purposes, we cannot disclose our rules or guidelines as these are set in place to prevent online fraud and identity theft. Our systems are not equipped to reinstate cancelled orders, which prevent us from processing the original orders. We have contacted Ms. [redacted] to apologize for the inconvenience this has caused, and recommended when placing a future online order to ensure that the billing information used for the order matches exactly what the financial institution has on file, including name, address, phone number, and email address if available. We have provided her courtesy webcodes (40% off and free shipping) that can be used on a future online order. Thank you

Review: MY HUSBAND AND I PLACED AN ORDER FOR OUR CHILDRENS UNIFORMS AUG 7,2014 ON AUGUST 9TH WE RECIVED AN EMAIL SAYING OUR ORDER WAS CANCELLED NO REASON WHY JUST IT WAS CANCELLED. WHEN WE CALLED THEY WERE CLOSED SO WE SUBMITTED ANOTHER ORDER SAME ITEMS AND RECIEVED AN EMAIL TODAY 8/11/2014 SAYING IT WAS CANCELLED AGAIN!! NO REASON WHY SO I CALLED ONLY TO BE HUNG UP ON THEN WHEN I CALLED BACK BEING TOLD THEY DO NOT KNOW WHY THE ORDER WAS CANCELLED SO I DEMANDED TO SPEAK WITH A SUPERVISOR WHO TELLS ME THE SAME THING BUT GIVES ME GUESSES AS TO WHY THE ORDER WAS CANCELLED, SHE SAYS MAYBE BECAUSE THE BILLING AND SHIPPING ADDRESS DONT MATCH SHE DOESNT KNOW BUT WILL CALL BACK IN TWO HOURS I HAVE FAILED TO GET THAT CALL OUR KIDS STARTED SCHOOL 8/4/2014 AND WE DO BUSINESS WITH CHILDRENS PLACE FREQUENLY AND WE ARE OUTRAGED WITH THIS ORDEAL AND BEYOND FURIOUS.Desired Settlement: MY ORDER TO BE PROCESSED AND FOR OUR EXPRESS SHIPMENT TO NOW BE FREE BECAUSE WE WERE PAYING 20 DOLLARS AT FIRST AND FOR OUR COUPON TO STILL BE HONORED

Business

Response:

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

Review: The Children's Place offered a promo stating when you spend $xx. Amount you receive $20 in place cash to be spent at the children's place locations. The offer was valid from 4/21 - May 3rd. I went into a children's place location on 5/1 to redeem my place cash and was unable to because it wasn't valid until at all locations. This was an extremely tricky promo that didn't have full disclosure. I called the company 5/1 and was told someone would contact. I'm still waiting on someone to contact me. I've posted on their social media site in hopes of also getting a reply and still nothing. I would like someone to contact me regarding this.Desired Settlement: I would like for them to honor the $20 place cash at any location I shop at.

Business

Response:

Place Cash is a promotional offer made by The Children’s Place several times a year. For every $40.00 spent during the “earning period,” customers receive a $20.00 off coupon to be used on a future $40.00 purchase during the “spending period.” Our Outlet locations offer a similar promotion. However, coupons earned in outlet locations can only be spent in other outlet locations. The terms and conditions for each offer are listed on the coupon itself, which is stapled to the customer’s receipt at the time a qualifying purchase is made. Our records indicate Ms. [redacted] earned a Place Cash coupon in The Shops of Grand River store, which is an outlet location. We have offered Ms. [redacted] a courtesy $20.00 off Place Cash coupon that can be redeemed in any store or online at www.childrensplace.com. This coupon is valid now through 05/10/2014. We appreciate the opportunity to address Ms. [redacted] concerns and apologize for any confusion or inconvenience this has caused.

Review: We got 2 dresses as a Christmas gift from a grandparent and they lost the receipt. I tried to take the dresses in to the store to exchange them for a bigger size. The store did not have them in stock anymore and said I would have to call Customer Service. I called them and they sent UPS out to pick them up. UPS picked them up on 1/6/15. I did not hear from them at all. I contacted them in the beginning of March and they said they would research it and send a store credit. STILL I have not heard anything. I called again today. I ask to speak to a supervisor or manager, it doesn't happen and they hang up on me. I did not yell at them or cuss or anything. I told them I felt they were responsible for the items since I never received anything back. They said the items were returned to sender, but they don't have an address to where they were sent. This is incredibly bad customer service.Desired Settlement: I either want store credit or check/cash for the 2 dresses or I want the dresses back.

Business

Response:

We are sorry for the disappointment Ms. [redacted] has experienced. A merchandise credit was requested for this return on January 28, 2015 in the amount of $29.20. We are very sorry to hear the merchandise credit was not received. We have issued a replacement gift card. An additional value of $25.00 has been added to the return amount of $29.20 due to the inconvenience this has caused. The replacement gift card ($54.20) has been mailed via UPS tracking number: [redacted]; it will be delivered tomorrow May 8, 2015 by 1:00 PM. We sincerely apologize for the inconvenience this has caused and we hope Ms. [redacted] gives us another chance to earn her trust and loyalty.

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.

I have not received the store card yet, but if I do and it has the amount said then it will be acceptable.

Review: My son received two shirts as a birthday gift. He didn't like/need them so I took them to the store with original tags. The store, located at Glendale Galleria in Glendale, California, refused the return saying a receipt was required notwithstanding the original CP tags attached and my request for nothing more than a store credit or exchange.Desired Settlement: Originally I only wanted store credit or an exchange, but having wasted time and energy going to the store once, I'm not willing to do that again so I now want the $20 to cover the approximate value of the shirts.

Business

Response:

The Children’s Place Return Policy requires proof of purchase for all returns. Our policy can be found at the [redacted] when making a purchase in-store, on the receipt and online at www.childrensplace.com. Mr. [redacted]’s return was not accepted as he did not have original proof of purchase or a gift receipt. We will be happy to locate the original receipt if details of the transaction are provided, so the store can process the return. We have advised Mr. [redacted] the information needed to search for the receipt. For the inconvenience this has caused, we have mailed a $25.00 off coupon that can be used on his next in-store visit. We appreciate the opportunity to address his concern, and apologize for the inconvenience this has caused.

Consumer

Response:

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.

Business

Response:

The $25.00 coupon offered and mailed to Mr. [redacted] does not have a minimum purchase requirement. This coupon can be redeemed in any of our retail and outlet stores.

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 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.