ComplaintsforBench Canada

• Initial Complaint

  18/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hello, I pursed 3 items from Bench and only received 2 in the mail. The customer service reps are giving me the runaround stating my package was send and received. But they are not responding to the fact that I did not receive all I ordered. ***** *** *******

  Business response

  08/02/2023

  I have attached a packing list showing All items have been sent and packed. The company has stated we are looking into the matter further. However Investigation can take a long time when looking both into the company and working with the shipping company.

• Initial Complaint

  30/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Dec.9/2022 Purchased a Jacket for my daughter online. $160 and had it shipped, never shipped, never got an email with shipping info, nobody will return my emails, can’t call anyone. Next step is fraudulent charge report with ********** 

• Initial Complaint

  20/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 25, 2021 I ordered two sweaters from Bench Canada. When I received them they were to big so I emailed Bench to be approved a return label. Once I received the return label I went to their carrier ********* on December 10, 2021 and shipped the item. The two sweaters were in a grocery bag put in a box that the clerk secured the openings with packaging tape. Once processed I received a refund of $50.34. The cost of the one sweater less $10.00 as they claim it had no tag. The total refund should have been 120.68 as that is what I paid for both sweaters. I contacted customer care and they told me the second sweater was not in the package which is impossible as they were both in the same grocery bag in the sealed box. I included a copy of my order confirmation and added a note that the tag for the sweater that was refunded was in the pocket as it came off when I tried on the sweater. They claimed there was no such item in the package they received. My daughters was with me when I packaged my item and went to *********. I did not take a picture of how it was packaged as I didn't think I would have a problem since I ensured things were done properly and securely. After some back and forth with customer service by email as there is no phone number and they have closed all their stores and when expressing how upset I was they simply said ' were sorry you feel that way.' I am very disgusted by their actions and lack of assisting with a resolution. The order number for this purchase is *******. I am requesting the remaining refund of $70.34 of the other sweater and the $10.00 they deducted claiming the tag was not with the sweater. ** ******** ** ******* ** ******* * **** ********* ** *** *** ** ***** * ******** *** ***** ** **********

  Business response

  25/02/2022

  Customer complained that they shipped back two products but was only refunded for one. In addition, she had $10 deducted from her refund due to a missing tags. This matches up with our customer service policies. When items are returned to warehouse, the warehouse documents which products are in the package and if they are missing any tags. If the warehouse only counted one product received, we would have only refunded for one product. The customer has no way of providing us proof she shipped back multiple items. Customer service followed procedure.  As a goodwill gesture, we will authorize a 40% discount on her next order, for anything she may wish to purchase.  Let us know if the customer wants to do that, and I will have Operations execute.

   

  Customer response

  25/02/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have no desire to shop with them again. I would like the full refund for the additional sweater that was included in the same packaging as the one I was refunded for. Sincerely,
  
  ******** ******

• Initial Complaint

  17/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Items purchase of this company (undergarments) were not the sized labelled on the box. The retailer, understandably, would not accept them for exchange (policy). When contacting Bench, they don't respond to any emails (and their phone support is disabled, so you can't call them either). **** * ****** *** ** ***** ***** ********* ***** ****** *** ***** **** ******** ** ***** ******** 

  Business response

  06/10/2021

  Hello ****,

  Thank you for filing a complaint with the BBB instead of working through a solution with our customer service agent who you communicated with multiple times.

  Our records show that our customer service agent requested your Order Number at least three times on September 15th 2021, after which you asked them to escalate the issue. The reason given by the customer service agent for why they needed the Order Number was, "I am trying to help you but I need your Order Number in order to be able to check the size you ordered and process any refunds".

  
  Without an Order Number being provided to us, we are unable to search for your order to see the cause of the product being a different size vs what you ordered, and we are also unable to refund you as we don’t have any identifying information to find your order in our system. After this, our customer service agent asked, again, for your order information on the 16th of September 2021, however you never responded to it and instead filed this complaint with the BBB.

  Regards,

  Bench

  Customer response

  07/10/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  As per my repeated communications, your customer service agent did not respond to the concerns, then continued to ignore the repeated requests to escalate the issue(as per the emails sent on September 15th at 4:29, 4:48, 5:07, 5:26 and September 16th at 10:21, 10:37, 10:43, 12:01, 1:45, 3:02, 3:15, 3:31, 3:47, 4:54, 5:02 and 6:37)

  The information request were responded to in the original response sent out on the email sent on September 15th at 1:21, which included photographs of the packages and the clothing articles clearly displaying the identifying information which you state you do not have.

  Without any response for several weeks, you provided no alternative to resolve this issue and forced it to get reported to the BBB* ***** **** ******* ***** ** **** *** * *********
  
  Sincerely,
  
  **** *****

  Business response

  07/10/2021

  Hello ****,

  We reject your rejection of our response. We've read the entire email complaint history between yourself and our customer service agent. Our agent requested in the first response that he required your Order Number. Countless replies later and you still have not provided the information. You asked for the matter to be escalated to a superior so the issue could be resolved. However, we informed you that we still require the order number, and you continued to refuse to collaborate.

  Here we are now with you escalating a complaint to the BBB, but yet you still refuse to provide an order number. *** *** ** ** *** *** **** *** ** *** ****** ** **** *********

  Eagerly awaiting your order number to be provided to us,

  Bench

  Customer response

  14/10/2021

   

  Complaint: ********
  
  I am rejecting this response because: As communicated to you Wednesday, September 15th, 2021 at 1:20 PM, responses to the request for the information was provided. You have continued to ignore that and even further, refused to escalate the issue to get it resolved.
  This has been escalated because you continue to ignore the responses provided.
  
  Sincerely,
  
  **** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩