ComplaintsforModCloth

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This complaint is regarding my order #MODC-550046 placed on May 2, 2024. Specifically, I am filing a complaint regarding ModCloth's deceptive and disproportionate fee for returning items purchased online and seeking a refund of the return expenses that I am incurring: $31.50 Before placing an order valued at over $600, I checked the return policy and saw that it would cost $6.95 per "unit" to return any items that I didn't like. Given ModCloth's longtime reputation and norms in return policies for online retailers, I thought that meant $6.95 per shipping label. However, when I went to start a return on ModCloth's website, I was quoted between $30 and $50, depending on shipping method, to return my items. Only at this time did it become clear that the return cost is PER ITEM. This language -- that the cost is PER ITEM -- should be clearly stated in the ModCloth return policy. Using vague language of cost "PER UNIT" is deceptive and a poor business practice, especially for an online retailer. I would not have purchased items from ModCloth if this return policy had been stated clearly (and this is a different policy from my past purchases from ModCloth, where return costs were reasonable and comparable to other online retailers). I will not make any future purchases from ModCloth as a result.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order with ModCloth on 02/02/2024 (MODC-545208) for $771.96. The order page said they were doing a warehouse move and expected to ship out orders starting 02/29/2024. I received an additional 'shipping delayed' message on 03/10/2024, saying my order would ship on or before 03/20/2024. My order has still not shipped, and they never sent further communication to me. I contacted customer support. Customer support refuses to answer my questions and just gives blanket copy-and-paste form responses, and they refused to refund my money. They did not even acknowledge that I asked for a refund. I feel completely defrauded. They should not be allowed to take people's money if they cannot fulfill orders, and they should not be allowed to ignore customers asking for a refund. This is the definition of fraud.

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed order # MODC-****** on Jan 3rd 2024 fo $106.55. I was not informed of any delay in shipping prior to placing the order. After a week, I contacted Modcloth via chat and asked why my order was not fulfilled. They informed me it will not be until the end of January. I then waited until February. The order was still not fufilled so I asked them why/when. They said it has been pushed back to March 1st. I contacted them again on the 12th and they said it was pushed back once again. *** Under FAQ they have no information stating that they are incapable of fulfilling orders *** *** They never reached out regarding these delays ***

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order in early January for a number of items from ModCloth and never received any updates regarding shipping. The website did state "shipping will be slightly delayed as we are changing shipping warehouses." January 25th i emailed to ask for an update and they said items would ship out by 1/31. I never received any information so i reached out again on Feb. 7th and they responded they were still transitioning, so it would be shipped out 2/29, on 3/7 same issue, no updates received. I emailed again and they said it would ship out by 3/30. My total bill was over $300 and I have received no information. I asked them to refund my account and i have yet to hear back from them.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered a dress on January 3. It's now March 8, and it still hasn't been sent. I've emailed several times, and they keep making excuses, pushing back the shipping date further and further. They refuse to give me a refund. They took my money and gave me nothing.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 1/8/2024, I placed order # MODC-****** for 5 items. On 1/9/2024, I was charged $73.92 for the order. The items have not been received nor have I received any communication further communication from this seller.

• Initial Complaint

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on January 8, 2024 in the amount of $75.42 with ModCloth.com (Order MODC-******). On January 21, 2024, I reached out to find out why the order hadn't shipped. On January 23, 2024, I received an email stating they were changing their warehouse facility and that they would "resume shipping" by 1/31/24. They claimed this information was disclosed on the checkout page but I do not recall that fact and it certainly wasn't highlighted on their webpage. Today, February 5, 2024, I still received no notice of shipment and no notice or update from them so I sent another email to inquire about the status and was told that now it wouldn't be shipped until FEBRUARY 29, 2024! They never contacted me to advise of this FURTHER delay and there is still NO notice on their website. The website is fully operational as though they are fully operational. If they are unable to ship their products, their website should be frozen. They are only collecting people's money, not disclosing or updating about major delays and doing nothing further! This is OUTRAGEOUS and not an appropriate way to run a business!

• Initial Complaint

  09/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made an order on August 24th 2023 from ModCloth. Order number MODC-******. The order has yet to ship and I have yet to receive any communication. I have emailed the support email from their site twice-no response. I messaged them on Instagram twice and got an automated reply directing me to their support email that I had already emailed and their live chat doesnt work. I am moving in two weeks and would like this company to either issue a refund or send me what I ordered ASAP as soon I will not be at the address on the original order that was placed almost a month ago. I have been ordering from this company for years and am disappointed that I have to file a complaint.

• Initial Complaint

  08/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on July 27. The order still has not shipped and I cannot get any updates on it at all. Order number MODC-******. I have tried contacting the business through email, customer service chat, and even ******** chat, but nobody is replying. The chat function on the businesss website did not work (nothing happened when I tried to click on it to chat with a representative during their supposed available hours). I cant even contact the business to cancel my order.I would like the business to contact me and fulfill my order immediately, and if they cannot do those, cancel the order before my credit card gets charged. I do NOT ********** credit.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased some Christmas gifts from ModCloth.com on November 16th in the amount of $185.06. These were gifts for my entire family, grandparents, siblings, mom, in-laws, ect. It said the order was delivered on December 7th. When I went to get the order from my mail room it was not there. I waited a couple days and the package never came. I called ModCloth on December 12th at 9:45 am. I spoke to two different people who both told me there was nothing they could do. They refused to replace my item or refund my money. It's a disgusting business practice to not protect a customers order, especially during the holidays. I am just devastated. I want my money refunded from ModCloth. They have a policy that ensures I receive my items and I did not.

  Business response

  12/15/2022

  We apologize for this customer's recent experience with our ************* team and her ********************** order. While packages that have left our facility are no longer in our control, and we are not responsible for lost or stolen items that have been delivered, we agree that more could have been done in this case to assist the customer. In this order's case, we were assured by the courier that the package was handed off to a mail room, and a photo was taken confirming that the package had been delivered. The fact that the package was stolen from the mailroom, especially during the holiday season is despicable, and our hearts go out to anyone who has had gifts go missing from their porch or mail room.
  
  The customer did also file a review and a complaint on our social media, so a member of our team did reach out on December 12th to offer some assistance to the customer. I see as of yesterday, December 14th, the customer was able to get back in touch with our team and was helped. At this point, we would consider this matter to be resolved. Should the customer have any additional questions or concerns, they are welcome to contact ************* at their convenience.

  Customer response

  12/16/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept this response. Thank you BBB for your assistance and thank you ModCloth for doing the right thing and resolving this.

*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. ↩