ComplaintsforMark's (Corporate HO)
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Complaint Details
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Initial Complaint
21/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
A denim truckers ***** was ordered online in mid-April for delivery to an apartment in ********. The delivery failed and I was instructed to look for the jacket at an un-named pickup point. I decl9ned and cancelled the order. The cancellation was acknowledged but the cost of the item was not credited to my **** account. Repeated attempts to contact the seller have been unuccessful as the customer 'service' line is busy and emails draw only an automated response. for the record , the 'service' number on the complaint is: #************************Business response
22/05/2024
Hello ****
Re: Order #**********
Thank you for contacting us.
We have confirmed that your order was received at our return centre on May ***. A full refund of $****** has been issued to your credit card. Please allow *** business days from today for the refund to be processed.
We apologize for any inconvenience this has caused you . If there is anything we can do to make this experience better for you, please let us know. If you wish to speak to a customer service representative directly, please call us at **************. Our hours are Monday to Friday: *** ** *** EST; Saturday and Sunday: *** ** *** EST
Email:*******************************************************
Sincerely,
*****
******** ******* *************** *****************
Initial Complaint
26/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Marks advertises *** day exchange. I was denied an exchange because ******* is more than *** days ago. I can add! They suggested the levis they gave me in the wrong size I should try and sell online. I am furious. Never in my life have I consistently been so mistreated in any store. I bought $*** worth of clothes today I a. Taking them back. How dare they ruin my day so offhandidly. I am so frustrated I want to scream and break things. Shopping should not make anyone feel this way. They are excuse me but a*******Initial Complaint
18/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased * pairs of **** jeans from Marks store with the order # ********** on ** Nov 2023, however Marks shipped me * wrong pairs of jeans instead from another brand. Therefore I contacted them and asked for return label in order to be able to get the refund later on, they provided me return label which is : **************** via *********** and according to that tracking number the items were marked delivered back to sender on ** Dec 2023 but as of that day the Marks company failed to issue me the refund even though they are the ones who shipped me two wrong items in the first place and now ignoring my calls and messages regarding issuing the refund.Marks customer service, if you read this complain please issue me the refund ASAP as it is almost a month now that you have both the products and my money !!! you have Zero level of customer service.Initial Complaint
08/01/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On December **** I ordered two pairs of pants for my husband that were to be shipped from Marks *********** location. The money was taken from my account and from my gift card that very day. On the **** I got notice that the item was received at midnight by the shipping company and returned to sender with no attempt for delivery and no reason given. After contacting the shipping company and Marks, both of which told me a couple of times to check with the other, I learned the parcel was returned because that shipping company does not deliver to Wheatland County. After contacting Marks again, I have had nothing but excuses about my refund-not returned yet, may take ** days after return to get my refund, etc.. this is not acceptable business practice that my money, given in good faith for their product, might be kept by the company for potentially two plus months! In these times, as a retiree, someone having almost $*** free of charge of my money is just not acceptable. This is a big national chain so surely they could do something faster. They sure could take it quickly!Customer response
28/01/2024
I heard from the business directly. They refunded my MasterCard the day they heard from you. The gift card was not refunded until we called from the local store over a week later but they did refund that too. You might not have heard from them, but they were fairly prompt to deal with this once you sent the complaint to them. Thank you very much!Initial Complaint
08/12/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Made an online purchase that the store wasn't able to process in the time I was hoping for. Tried to cancel order in store and was told to call customer service. Called customer service and was told I'd have to wait a few more days to cancel. By the email I received, their policy is to cancel the order and issue a refund if the items are not picked up within * days. That was a month ago. When I brought it to their attention they told me they want more time, with my money in their hands, to find out why they haven't issued the refund. This is not customer service and there is no way my money should be held up for their internal investigation. I'm getting the runaround from this company.Initial Complaint
27/11/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
The store did not have my size. Clerk ordered on line for me at store, she said * days delivery, it has now been * days and **************** just told me the **** so * weeks waiting to receive a pair of jeans that your staff told me * days. I will NEVER order on line again. I was visiting to town for the week expecting them before leaving, I now have to have them shipped AGAIN by family to my home. This is unacceptable to take 2 weeks to ship to one of your own stores. Order number **********Initial Complaint
22/11/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Shoes were ordered online from ****'s on September ****, received October **** (order number **********). The shoes did not fit as expected and were returned to ****'s using instructions they sent me by email on October ****, at my own expense! ****'s received the shoes back on October **** ************ tracking #****************). To date ****'s has refused to provide a refund. I have contacted them by phone 5 different times; October ****, November ***, November *** (again), November *** and November ***. Each time I speak to customer service I'm told to expect a different timeframe for my refund and each time it is extended. Last time I spoke to customer service I was told the refund could take ANOTHER MONTH. This is inexcusable. I have also tried to reach out to customer service by email on November **** to get them to put anything in writing. To date, I've received no reply.Business response
22/11/2023
**** assigned to case manager for follow up and resolutionInitial Complaint
10/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order online on May 18th. I received 3 of the 7 items I ordered. I contacted Marks customer service and was told that the second part of my order had no house number on it. So it was returned, I requested they resend the order with my house number, and was told that it's not possible. So from May 18th to todays date I have not received my refund.Business response
11/07/2023
A file has been created and we will contact the customer. File # *********Customer response
11/07/2023
Complaint: 20297511
I am rejecting this response because:
I had a file opened on June 14th with ****** at Marks customer service, then spoke with ******* on July 10th who in formed me I should have received my refund on June 29th and she said she not sure why it wasn't processed .
Sincerely,
*********************Customer response
27/07/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you so very much , for help getting my money back , I received the money back in my account last week.
Sincerely,
*********************Initial Complaint
03/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I did ordered online a pair of work boots, on December 27, 2022 order no: ********** Willing to get them as soon as possible I choose the pick up fulfillment option.It did not allowed me to book the closest store because was no stock. Then I choose a further store with available inventory. As of today Jan 02, 2023 the system still shows status as processing.I called customer service and ask about status was told to wait ( no estimate or anything how long) as theyre cannot do anything on that. I asked to cancel and release the hold on my account, as well I was told to wait until order is fulfilled and after wait another 7 days and not pick the item and finally I will be refunded, but when no one knows.I asked to talk to a supervisor and they hang up on me.Business response
05/01/2023
Hello ******,
We have looked into your order and see that the order was picked up on January 4th 2023 and returned at the same time.
We do apologize for the delay in receiving your ready for pick up email and any inconvenience that was caused.
Regards,
*******
Mark's
Customer response
08/01/2023
Complaint: ********
I am rejecting this response because:the formal apologies would not made up my time wasted for waiting the merchandise.
i would expect compensation for this
Sincerely,
***************************Initial Complaint
03/01/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Date of the transaction: Nov, 23, 2022 Total amount paid: $192.09 Order #********** I never received my parcel and it is a whole entire month since ordering. I never got any updates or shipping notifications at all. Finally, ********* said to pick up the parcel at their centre but when I attempted to and called them regarding this- they said my order was cancelled and sent back by Marks. I never requested this and never received a notification or anything of cancellation. When I asked about receiving a refund they said it can take anywhere from ***** business days. This gap is huge and unacceptable. I would like to be refunded immediately and am not waiting 80 days for a refund.Business response
05/01/2023
Hello *********,
We are sorry for the delay in issuing a refund for this order. We have issued the ************ and you should see it in the next 5 business days posted to the card connected to your ****** account.
We do apologize for any inconvenience that this has caused.
Regards,
*******
Mark's
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Customer Complaints Summary
19 total complaints in the last 3 years.
7 complaints closed in the last 12 months.