ComplaintsforArdene

Clothing

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Initial Complaint
03/05/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased two dresses online from Arden’s. I received the completely wrong dress. I contacted custom service and ***** stated she processed a refund for the dress for 20.79. When I looked at my banking she charged me instead of refunding me. I confirmed with my bank that it was a charge and they told me to contact Arden’s. ***** is nothing short of unprofessional. She has refused to help me and said too bad she did it right and to take it up with my bank. I emailed her again stating my bank confirmed it was a charge and she has refused to help including refusing to transfer me to management. I am expecting my refund back PLUS the additional money that was charged.
Business response
03/05/2023
Hello,
We apologize for the customer not being satisfied with the service she received and we are committed to addressing the issues she expressed in order to do our best to enhance our customer experience.
As promised ***** did complete the refund back to the original method of payment and this will be visible to the customer within 5-7 business days. The refund request was initiated on May 1, 2023.
The client made her purchase using a Visa and the refund of $20.70 will be applied to this credit card. Please see attached proof of refund.
Thank you and have a great day !
****** ********* ******** ******* ******************** ******* ****** ************ ******* ***** ********* ******* *** ****** *** *** *** ********** * ********************

Customer response
03/05/2023

Complaint: 20012442

I am rejecting this response because: it was not actually refunding. They charged my card more instead of refunding it. This has been confirmed by my bank. I have attached a screen shot of my card account where it is charged not refunded.

Sincerely,

******* *******
Business response
04/05/2023
Hi,

I do not see any attachments submitted by the customer. I can confirm that we have processed a refund and if the transaction is still in the customer's pending transactions, the description of the Ardene transaction will show as a purchase and once the transaction is posted it will show as a credit. This is solely defendant on the financial institution as we has processed a refund as shown in the attachments already provided.
The customer can use these documents as proof that the transaction is indeed a refund.

Thanks,
****** ********* ******** ******* ******************** ******* ****** ************ ******* ***** ********* ******* *** ****** *** *** *** ********** * ********************
Customer response
04/05/2023

Complaint: 20012442

I am rejecting this response because: the bank confirmed it was a charge and they cannot do anything about it. As per the bank I am to get Ardenes to fix the problem. I am requesting a cheque be written and mailed as they clearly cannot properly process a refund.

Sincerely,

******* *******
Business response
04/05/2023
Hi,
We have provided the proof and ask that you wait 5-7 business days for the credit of 20.70$ to show on the visa used to make the purchase. We have provided the proof of the refund.
No further action will be taken on our part.

Thanks

****** ********* ******** ******* ******************** ******* ****** ************ ******* ***** ********* ******* *** ****** *** *** *** ********** * ********************
Customer response
05/05/2023

Complaint: 20012442

I am rejecting this response because: again it has been 5 days and it continues to show as a charge on my card. Furthermore, the bank has also stated it was a charge. Clearly something was done incorrectly and I should not need to pay for it.

Sincerely,

******* *******
Business response
08/05/2023
Hi,
The accounting department is asking the customer to provide a screenshot of the charge, can the customer provide this please.

Thanks
******
Customer response
08/05/2023

Complaint: 20012442

I am rejecting this response because:this is the third time I have sent in the same screen shot.

Sincerely,

******* *******
Customer response
08/05/2023
I have attached the photo.
Business response
09/05/2023
Hello,
thank you for the information. On our side we did process the credit, the only thing we can see is that the charge for 41.40$ was netted to show the only charge as 20,70$ given that that both transactions are from the same merchant - ARDENE. The bank netted the original charge and the credit this way : 41.40$-20.70$ and therefore only amount charged is 20.70$. The original charge of 41.40$ should no longer appear on the customer's credit card.

Thanks
******.
Initial Complaint
27/03/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I won a giftcard on their live fashion show last friday. I was told to email them ********************* and I did. I did not receive a reply until today (through a different ******s contact email stating that they have contacted the winners. I did no receive an email or a reply to my original message regarding my $100 giftcard.
Business response
10/04/2023
Hello,
As we explained to this customer, we have already emailed all the winners, including a customer by the same name who emailed us back as soon as we contacted them. However as a gesture of Goodwill we will be emailing her the GC by the end of this week.

Have a great day !

****** ********* ******** ******* ******************** ******* ****** ************ ******* ***** ********* ******* *** ****** *** *** *** ********** * ********************
Customer response
17/04/2023

Complaint: ********

I am rejecting this response because:
I received a reply on the 11th of April stating that they would be emailing me my giftcard by the end of this week. However I did not receive any giftcard.

Sincerely,

***** ******
Business response
17/04/2023
Hello, The GC was not mailed it was sent to the client's email address and I have attached the GC that was emailed in the email below to this document. This was done on March 28th, 2023.
--------------- Forwarded Message ---------------
***** ******** ******* ******************** ***** ********** ***** ** *** ***********************
Subject: Re: Gift Card Inquiries

Hello,

Please find attached the digital gift card!

Congratulations again and happy shopping!

******

xoxo

Thank you,

****** *********
Customer Service Manager/Gestionnaire Service Client

************ ******* ***** ********* ******* *** ****** *** *** *** ********** * ********************
Customer response
17/04/2023

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.

Sincerely,

***** ******
Initial Complaint
02/03/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On February 18, 2023, I placed an order on Ardene’s app. The amount of money paid was $52.86. Ardene failed to disclose final sale items at the time of transaction. It was after placing an order that the invoices showed the return and exchange policy on final sale items where you’re no longer allowed to modify or cancel the order. Ardene refused to acknowledge their mistake of not having it disclosed on the app prior transactions and refused to accept the return. I initially attempted returning in-store and reached out multiple times through phone and email providing video screenshot of the checkout process and Ardene has no intention of resolving this issue. ***** ****** **********
Business response
21/03/2023
We would like to provide details as to the reasons we will not be refunding this claim. We spoke to the customer on February 28th, explaining that our website has clear stipulations that final sale items are not refundable. The FAQ also indicates the below, and the merchandise purchased by the customer were indeed at 70% off and purchase price clearly indicates items at 70% off.

Final Sale On: Final Sale On: All merchandise that is 70% off or more, gift cards and e-gift cards, underwear and swimwear (if the hygienic liner has been removed), beauty accessories, body jewelry, charity items, surprise bags, cosmetics, masks and face coverings, fragrances, personal care and hygiene products, and other final sale items. These items are not eligible for return or exchange.

Thank you

Customer response
21/03/2023

Complaint: 19522764

I am rejecting this response because: As I’ve mentioned in my email, I place my order through the Ardene app and there was no indication that items were final sale thorughout the process. I’ve attached the video screenshot of the process of placing the order and there’s no indication at all that items were final sale before placing the order and at the time of transaction. Ardene’s app failed to disclose final sale items prior to processing the order and refused to acknowledge the issue with their app.
Sincerely,
** ** ***

Business response
27/03/2023

The information can be found in our FAQ section. We will not be refunding the purchase. We also explained this to the customer when she called our Customer Service.

Thanks
Customer response
27/03/2023

Complaint: 19522764

I am rejecting this response because: Ardene’s app is deceiving and they took no accountability for their mistake of not disclosing the final sale information. I have provided screenshots and video recordings and Ardene failed to point out the time stamp at which the items were final sale before processing the transaction.

Sincerely,

** ** ***
Initial Complaint
19/02/2023
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
11/24/2022, I spent $111.55 online. At that time, on their website said if return to store, I can get my refund to my original method of payment. So after I received the product, I don’t like the quality, I bought them to the store for return, the store manager told me I can’t not get my refund. They can only give me their store credit. I think this is consumer fraud! I reported this to my credit card company, now they change their website return policy to refund gift card!! This company is such a liar! Don’t trust them!!
Initial Complaint
31/12/2022
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
Hello, I purchased an earring stand from Ardene located at Toronto premium outlets ******* *** **** *********** **** ********* ** for $14.60 plus tax as a gift. When we opened the packaging we noticed the stand is defective. The holes for hanging the earrings was cut out at the edges of the rainbow rays instead of the centre of the rainbow rays in several spots and therefore the stand is not able to hold earrings. We went to the Arden’s stores in our area several times to try return or get store credit and we’re denied. Ardene staff stated because the product packaging was opened they could not give as a refund or exchange. I have sent several emails to Ardene and the ****** **** *** but was given the run around to go back to the stores. I emailed **** again in response to her email and have not heard back for weeks from her or customer representatives. This is not the first time I had purchased defective items from the store and not been able to return them. Please see image of receipt and earring stand. (Not all defective spots were marked in picture).
Initial Complaint
22/12/2022
Complaint Type:
Customer Service Issues
Status:
Unanswered
The business failed to respond to the dispute.
Hello I ordered Christmas presents for my daughter. They never came, and Ardene refused to help me
Initial Complaint
17/12/2022
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
December 6th I was about to wash my daughters new jeans to wear out on Dec7 in the morning but the security tag was left on her new jeans by the store. I went Dec 7 in the morning to get the tag off . I asked the manager ******* at the Brampton Shoppers world if I could get a discount for my inconvenience she advised me to email customer service which I did that same morning. I received a reply from ******* offering me a 20% discount and free shipping but the code didn't work.I let Ardene know the code didn't work Dec8 and Dec12. I got a reply from ******* Dec13 with another code.Dec15 I advised the code still didn't work. At this point ******* had sent me 3 codes that didn't work. I then told them the 3rd code didn't work and I was instructed to go ahead and place the order and email back with the order number so that the discount could be applied manually. I did get free shipping because of the site promotion but I did not get the 20% promised and I sent an email asking about how I will get the difference back and I did not receive a reply. Needless to say I am especially not happy. The item has already shipped and I was charged.
Initial Complaint
14/10/2022
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I just called ardene to cancel an order that has not yet shipped. They told me this is not possible as they have a no cancellation policy. I asked to speak with a manager about this and was denied my request as such. I wanted to cancel the order as I’m very upset with the order that had just shipped and no longer want the items from this company due to a very poor experience and now I’m being told my only option is to return the items in store which is almost impossible for me due to my remote location and being disabled.
Initial Complaint
27/08/2022
Complaint Type:
Service or Repair Issues
Status:
Unanswered
The business failed to respond to the dispute.
I bought a backpack from Ardene a couple of months. The clasp on the flap came off. It was defective. I want to return it. I wrote to customer service 2 weeks ago. No reply.
Initial Complaint
31/01/2022
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
I purchased clothing from Ardene on Jan. 2, 2022 online. My order number is *********. I received a notification that my package was delivered on Jan. 6, 2022. I looked for my package and did not find it. My landlord asked all tenants if they received it by accident, but all said no. I contacted ****** **** and they started an investigation. My ****** **** tracking number is ****************. My investigation ticket number is **********. ****** **** told me that Ardene needs to file a claim with them. I contacted Ardene by email on January 14, asking them to file a claim with ****** ****. My response from Ardene was just an email with my tracking number, telling me to be patient. I have not been able to reach anyone from Ardene customer service by phone.

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