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Business Profile

Retail Stores

Charlotte Russe Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Charlotte Russe Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Charlotte Russe Inc has 474 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/24/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I live in *********** and was in ****** ******* and decided to go in to the store with my daughter as I thought a little mother daughter time would be great. We bought several pairs of pants and after wearing a few pairs only once, the stitching started to come away from the seems. I emailed the companys customer service and they were extremely rude saying I had to return it to the store I bought it from, this is ludicrous as the store I purchased it from is over 1200 miles from my house. They were of no help so I am now demanding a full refund

      Business Response

      Date: 02/26/2025

      Hi Ms. *********** So sorry that you are dissatisfied with the service we have offered you so far and we of course want to make this right for you!   I have checked your service ticket, which is currently active and have been able to ascertain that you have a Charlotte Russe location approximately 25 minutes away at ******************;I  have spoken to the District Manager and also will be sending you her contact information as she would be happy to look after your exchange or refund of the damaged sweat pants.  Thank you,

    • Initial Complaint

      Date:02/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an online purchase with Charlotte Russe and did a payment plan thru Klarna total original purchase ******. When received the order a couple items were returned due to not happy with the fitting of the items so they placed the credit to my credit card I used. But failed to report the return to Klarna so that my balance would be adjusted accordingly due to other circumstances and other retailers I dealt with. These were the necessary steps. And all I did was get the run around from both of them help me understand who is actually in the wrong should also stop dealing with Klarna also. Because at this point I think it was Charlotte Russe that dropped the ball. And say I owe it and that I was correct to pay total amount to ********* a mad & robbed consumer

      Business Response

      Date: 02/11/2025

      Hello BBB team, 

      Thank you for inquiring about this Klarna return. 

      Currently any purchases made by Klarna should be returned to our warehouse for a refund via Klarna. To receive a refund via ****** the purchase must be mailed back to us for a refund via *******. Klarna will be notified of the return once we have received the merchandise and will process the appropriate refunds. Purchases cannot be refunded directly to Klarna without mailing the merchandise back to us first. 

      You can find more information about our returns and exchanges policy in the following link: ******************************************************

      Please note that our stores *********** are not set up to process any Klarna transactions. In this case the customer visit a store to complete the refund. 

      The store issued the refund onto the customer's credit card directly (another method of payment) in this case the customer stills has a debt with Klarna.

      When the customer returned the ****** purchase in-store the customer received a credit, this credit can be use to pay the Klarna instalments. The customer did not use his/her money to purchase online, they used the loan from Klarna. 

      We only offer Klarna as method of payment for online orders. Any balance owed to ****** has to be completed by the customer. The customer clearly states that she received a refund in store, she has the money for the returned items, now she must use this money to pay Klarna.

      We can also see that the Klarna team is misinforming the customer, but this is between the customer and Klarna, they have an agreement. The customer must understand that she already has the money for the returned items, and she needs to pay Klarna back.

      Thank you for your attention on this matter. 

      Regards,

      ****** ********

      Charlotte Russe Online Customer Service

       

       


    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made a purchase at Charlotte Russe on Saturday (April 13, 2024). It was my first time shopping at that store in the Mall in Comlumbia (********, **). I went back on Sunday (April, 14, 2024) to return a dress I purchased because I needed it to be longer and requested a refund back on the card I used. I was told that I could not return the dress but could only do an exchange or get a store credit even with a receipt. I told the cashier I had the receipt and she said that was their policy. I was not aware of the policy since it was my first time ever shopping at this store and the previous cashier did not say anything about the policy. If I was told this information from the beginning I would have been able to make a more informed decision. The cashier was rude. I said I would never shop in that store again and she said that she didnt care. I asked for her name and she said she didnt have to tell me. I then asked for a manager and she stated that she was the manager and that I could come back and speak to someone else. With that attitude and horrible customer service from a manager I will never shop at a Charlotte Russe Store. Customers should be told about the exchange/store credit policy before making a purchase. I am very disappointed in how I was treated by a manager especially with my children with me. The manager worked on Sunday (April 14, 2024) and had bright pink hair.

      Business Response

      Date: 04/16/2024

      We are sorry to hear about this and will have our District Manager reach out to ************** as soon as possible to resolve the concern.  

    • Initial Complaint

      Date:01/15/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      During my purchase in Charlotte Russe today, I was verbally assaulted, and almost physically attacked by one of the store employee, associates friends who were not even employees of the store. The Two male friends that were hanging out by the check out line. The store manager was there the entire time, and did not de-escalate the situation. This was in front of my two minor young children. I was called a *****, and to shut the * up. The male individual came charging towards me and I was very fearful.

      Business Response

      Date: 01/18/2024

      Customer was contacted and the issue was resolved to their satisfaction. 

    • Initial Complaint

      Date:10/23/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      06- ****** this order I didnt receive it and it was covered by route package. But when I contacted route I was told I cant file the claim until certain period. Id like full refund to be issued for the missing package

      Business Response

      Date: 10/23/2023

      Hello BBB team,

      Please note that the Route team requires 2-3 business days after an order is delivery to open an investigation, due to that *** delivery may be delayed and marked as delivered.

      The order was delivered on Friday, October 20 at 11:18 A.M. (1 business day ago)  but if it is a delay it will be delivery tonight. 

      Any how since the customer was very upset we issued a full refund for her this morning even if she may still get the package tonight.

      Thank you for your time.

      Regards,

      ******

      Charlotte Russe 

    • Initial Complaint

      Date:09/12/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was in the store making a purchase and used my credit card to pay for my purchase. Previous to being rung out the sales associate changed the paper in the credit card machine, but didn't properly do it as the paper "receipt" did not print when I ran my card. The associate stated the card did not go through to which I said are you sure, I got the message "approved - remove card", and she goes nope it didn't go through run it again. Hesitantly I did and proceeded to ask, what am I to do if I get double charged? Sales associate ignored me. I asked again because I knew my card had went through and once again I was completely ignored. I took my receipts and left with my purchase. I checked my bank account and low and behold I was charged TWICE for the items. I called the #'s listed on the receipt which are a joke because neither of them work. I emailed and have been getting the run around stating "we'll look into this" which we all know means I am ***. I want my money back. And you can guarantee I will NEVER shop at this store again.

      Business Response

      Date: 09/20/2023

      Hello,

      The customer emailed ** on 9/11/2023 and the issue was resolved on 9/13/2023. We have confirmed that the refund was posted to her card on 9/19/2023.  Our apologies for any inconvenience this may have caused. 

    • Initial Complaint

      Date:09/01/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sent me dirty clothing - tags attached and won't answer emails. I emailed them the day I received and opened the order. Will NEVER order from them again! Pants had cury blonde hairs stuck to it. They have a number that doesn't work at all. Horrible business practices!Order # (06-701089). I just want my refund. If sent several emails with pictures attached. I'm not paying a return fee, because they sent me unsanitary clothing.

      Business Response

      Date: 09/05/2023

      Hello,

      Customer had contacted us on 8/30/2023 we had requested pictures and assisted customer in a timely manner.

      Customer kept the items and was refunded 50% for the "damaged" items received today 9/5/2023.

      Thank you,

      Customer Answer

      Date: 09/05/2023


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. - The business did refund as promised. Thank you!

      Regards,

      *****************************

       

    • Initial Complaint

      Date:08/15/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went into Charlotte Russe (************** in ****************, **) and purchased a $50 gift card for my daughter on December 15, ********************************** ****. The payment posted on December 16, 2022. My daughter and I went into the store to redeem the gift card ending in ****) and were told there was a zero balance on the card. The card was never used. I was told to contact the corporate office, which I did. I sent them an email asking them specifically when was this card supposedly used, where and what was purchased, and was told someone would look into it and get back to me. I haven't heard anything as of yet. They charged my credit card $50 but did not add the $50 to the gift card. I cannot speak with anyone on the phone. The company website does not list a phone number and the phone number listed here is a non-working number for the company. I have completely lost trust with this company and plan to never shop there again. I will add a picture of the gift card and my credit card statement proving the charge.

      Business Response

      Date: 08/17/2023

      This issue has been resolved.

    • Initial Complaint

      Date:05/08/2023

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      5/7/2023 current date4/29/2023 purchase dateIve never shopped at this store before, I was in and out of the store within five minutes just picked up two dresses and some jewelry that caught my eye. I made small talk with the cashier, saying wow its so hot in here. She said yeah it is. I then said Im just gonna try these on at home because it is so hot in here. I feel sorry for you making polite Smalltalk. She never informed me that purchases are not refundable. In-store credit only and I found this out when I looked at my receipt today because neither one of my dresses fit. I looked on the website could not find any further help. And when I called and spoke with the manager this morning, she had an attitude Completely unprofessional demeanor about that it is my job to know the route the stores return policy and said it was all over the store which is not true. I took pictures of the windows that she said that they were and they were not. She also said it was at the register , and it was on my receipt, so I have no excuse. Being very rude to me. Im completely astonished at the unprofessional and lack of customer service that they carry in. It seems very shady that they will not whatsoever except return. If anything, when I was having conversation with the cashier And also had noted to say that the store was cute and I had never shopped here before that she would let me know about the return policy I got set up and now Im out 60 bucks they offered me in-store credit but I dont ever even shop there. I got a dress and a large and extra-large because I did not wanna try it on because the store was hot and I cannot wear either one of them very shady business that they are dealing with and the phone number that they have online on all the different websites does not work thats another red flag. I am so I read that I got taken advantage of this way.

      Business Response

      Date: 05/10/2023

      Our *************************** will be contacting the customer and arranging for a refund.

    • Initial Complaint

      Date:10/28/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      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.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October 11 2022 I went to Charlotte Russe and bought something for $27.26 it went through and all was well THEN on October 22 2022 it gave me the same amount of money back And then again today on October 28 2022 it took the same amount the money away at 11 pm at night why does it keep doing this its taking money from my check I just want my money back

    Charlotte Russe Inc is NOT a BBB Accredited Business.

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