ComplaintsforChico's

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  April 8, 2024, I purchased the **** AURA Short-Sleeve Sculpting Sheath Dress from my local White House Black Market at *************** in ********. It was the last dress in a size 10. When I ordered, I noticed deodorant stains on the dress, but the sales associate was able to wipe them off. I quickly tried on the dress then left. I packed the dress for a business cocktail hour. Later in the month, at the business function, I tried on the dress again to wear that day. During closer inspection, I noticed a hole in the seems in of the dress around the buttocks area. I asked the hotel for a sewing kit, since I had no other clothing options and quickly repaired the dress. I called White House Black Market today, to see what could be done. However, I was told that nothing could be done since the dress was sewn. I was sold a defective item, and I am wishing for an exchange or refund or store credit. I will know better next time of purchasing a dress with deodorant stains, since it's obviously a sign of a struggle showing the dress didn't fit that costumer and there most likely will be holes or other damaged areas of the dress.

  Business response

  05/13/2024

  We are sorry your dress purchased in April did not live up to the quality we expect. A replacement order # 6110050375 was submitted and will arrive in approximately 7-10 days. Please feel free to discard the damaged dress.

  Customer response

  05/13/2024

   
  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

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned two pairs of earrings in order ********** in store and it has been over the time I was supposed to receive a refund back to my paypal. I contacted customer service multiple times but stll have not received my refund. Please honor your return policy and refund the total $37.92 back to my paypal as promised.

  Business response

  05/23/2024

  According to our records a refund for 3 items was processed by the store. 4/10/24 a return of 3 items a pair of pants and 2 earrings. All 3 items were refunded to Paypal in 2 separate *as purchase" transactions. Please see the refund receipt.

  
  The Shops at Mission Viejo
  
  836 The Shops at Mission Viejo
  
  Mission Viejo, CA  92691
  
  (949) 3471636
  
  ------------------------------------------
  
  Store: 3129  Register: 002
  
  Oper: Rania
  
  ASSOCIATE: 00000000099
  
  ------------------------------------------
  
  Customer Number:    8814296478
  
  
  Return
  
  
  ORIGINAL TRANSACTION INFORMATION
  
   Original Store    .      00831
  
   Original Register .        047
  
   Original Date     .   4/3/2024
  
   Original Trans    .      04078
  
  XHR Pret Trapunto Trouser, O  ($96.00) RX*
  
   196534027399        1  @    $96.00
  
  
  ORIGINAL TRANSACTION INFORMATION
  
   Original Store    .      00831
  
   Original Register .        046
  
   Original Date     .   4/3/2024
  
   Original Trans    .      07204
  
  ER MM Crystal Pave H, Gold w  ($19.20) RX*
  
   196533208034        1  @    $19.20
  
  
  ORIGINAL TRANSACTION INFORMATION
  
   Original Store    .      00831
  
   Original Register .        046
  
   Original Date     .   4/3/2024
  
   Original Trans    .      07204
  
  ER Gld Small Thick Hoop, Gol  ($16.00) RX*
  
   196533493317        1  @    $16.00
  
  ==========================================
  
  SubTotal                     ($131.20)
  
  STATE                          ($7.87)
  
  COUNTY                         ($1.64)
  
  DISTRICT                       ($0.65)
  
  TOTAL                        ($141.36)
  
  ==========================================
  
  AMOUNT TENDERED
  
  PayPal                         $103.44
  
  PayPal                          $37.92
  
  
  TOTAL PAYMENTS               ($141.36)
  
  ------------------------------------------
  
  ****: 9049            4/10/2024 1:28:59 PM
  
  ------------------------------------------

   

   

• Initial Complaint

  04/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  My name is *************************.I made on 04/08/2024, 3 disputes against White House Black Market Company.All orders were bought on 1/24/2024. All packages were given to doorman on 3/22/2024. All packages were picked up by USPS agent on 3/23/2024 and entered into transit.I sent the packages back in time of less than 60 days which is the company policy.I got back 3 packages in each one put a note of false accusation that I returned those after 60 days.They refuse to refund me and to send me return labels.All three packages are on name ************************* Address: ************************************************** All orders was ordered on 1/24/2024, at store 3361, register 3 1. First package has Transaction 5551, amount $3,484.01 Tracking number: 9202 3901 0070 9206 9085 53 2. Second package has Transaction 5552, amount $4,202.59 Tracking number: 9202 3901 0070 9405 8331 51 3. Third package has Transaction 5554, amount: $3,767.01 Tracking number: 9202 3901 0070 9405 8331 99 All those packages was given to doorman ***************** that sent them at 3/23/24 at 1:08PM by USPS agent

• Initial Complaint

  04/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The date was today 4/17/24, I placed an order with Chicos on line and at checkout, before I paid, the total was 285, then when I checked out and paid I saw that they billed me 357, and it wasnt tax or shipping and so I feel this was a deceptive business practice! The items had been marked down previous to the exchange of my credit card information, with statements like buy this get the next full priced item half off, which ultimately I dont believe that I got!.

  Business response

  04/18/2024

  In a review of your recent order it appears the order contains 6 items out of the 6 items 3 were not included in the sale. The sale indicated some exclusions apply.

  The solid kurta top original cost was $79.50 you paid $39.75

  The side slit tank original cost $49.50 you paid $24.75

  The lace trim top was an excluded item from the sale promotion so you paid $89.50 the regular price

  The wide leg pocket pant was an excluded item from the sale promotion so you paid $79.50 the regular price

  The tank dress was an excluded item from the sale promotion so you paid $99.00 the regular price

  The V neck reversible tank original cost $49.50 you paid $24.75

  We apologize for any confusion of this promotion that stated exclusions apply. I will add notes to waive the $7.00 return fee if choose to return any of the non-sale items. If you choose to keep the items I will be happy to provide a 20% discount to those 3 items. To take advantage of this 20% courtesy discount on the excluded items please contact customer service, notes will be in your loyalty file.

   

• Initial Complaint

  04/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Chico's refuses to stop spamming me. The emails stop for a while, and then resume. Now, they won't even reply to my emails. This has been going on for years. Most recently, I have unanswered emails from me to customer "service" 11/17/23, 11/21/23 and 4/9/24. And I just received more spam today. They are required by law to stop emailing me once I ask them to.

  Business response

  04/16/2024

  We are concerned to hear you are receiving unwanted emails at the email address listed in this communication: *********************. This email address doesn't exist in any of our brand files. 

  In order to determine what is happening we would need to view one of the unwanted emails you received to track it's origination. If you would please forward the email to me, ********************************** I will work with our technology team to determine where the email originated  and work toward resolution of eliminating any chance of you receiving any of our brand emails to your email address above.

  Please accept our apology for any inconvenience these emails may have caused and be confident once I receive the forwarded email from you every effort will be put forth to eliminate this from happening again.

  Sincerely,

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

  Customer Retention Manager

  Customer response

  04/21/2024

   
  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.

  I am sorry that Chico's chose to ignore both the law and a customer's wishes, and that this is what it took to get Chico's customer "service" to simply reply to one of my many emails. 

  Thank you for your assistance.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  02-10-2024 I placed an order online with White House Black Market. Order # **********. I purchased 5 items. I received those items. Needed to return 3 of the 5 due to fit. I returned the items with the enclosed shipping label they provided along with a return of merchandise form. I followed the instructions they provided. And mailed the return through ***** The package was received on 02-23-2024 by the return agent as per the **** tracking service. Since then I have spoken with 2 different customer service representatives at ********************** House Black Market. I expressed my concern that I have not received a confirmation via in regards to my return being processed. I was then told the package is due to arrive in their facility on 03-01-24. I called today ********* to follow up on the return. I was informed once the package has arrived a return will then be processed. I am a little frustration. Tracking the package via **** it shows the package was delivered. I am now being told they have not received it. Once they receive the return the refund will be issued in 3-4 weeks. They have the package/items returned. I just want my refund. That's all.

  Business response

  03/18/2024

  In a review of your complaint it appears a refund was applied to the credit card used in your order on 3/10/24. We sincerely apologize for any inconvenience this delay refunding your credit card may have caused.

  To date your return has not been received so we documented it was a lost return which caused the refund delay.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on soma.com. When I opened the package that was sent, it was completely empty. It was sealed and had not been tampered with. I chatted with a Soma customer service who told me that I needed to file a claim with the post office and dispute the charge with PayPal. I explained that the post office wasnt at faultthat Soma shipped out an empty package to me. ******* told me that filing a claim with the post office and disputing the charge with PayPal was the only way to get a refund. She made it seem that Soma was not at fault and wouldnt deal with resolving the issue.

  Business response

  02/02/2024

  We sincerely apologize for this experience. You should have been refunded no questions asked, I personally refunded your original payment the amount of the order $13.14. 

   

   

  Customer response

  02/02/2024

   
  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

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered several items and was charged $611.60. Today I saw another charge of ****** but hadnt ordered anything else. I called ***** and was told this was a pre authorization and I would get this $611.60 back after I was charged for each item in multiple shipments. Essentially being double charged. Meanwhile I cant access that money from my checking account. Deceptive billing

  Business response

  01/24/2024

  Thank you for sharing your concern regarding your order 134348968. When an order is placed a pre-authorization is required to hold the funds aside on the credit card. This hold lets the retailer know when the items ship the funds are there to pay for them including any applicable taxes or shipping. As each item or the entire order ships the held funds moves to settled charges and appear on yourcredit card statement. 

  There is only 1 item (Jacquard Floral Topper) that hasn't shipped from this order so the only remaining pre-authorized amount is $85.99. All other items have shipped, and the funds were moved from pre-authorization (held funds) to settled or charges to the card. We apologize for any inconvenience or confusion this may cause.
  

   

   

• Initial Complaint

  01/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Misrepresenting current inventory. ****** instock at order, having no idea when it will be instock.

  Business response

  02/02/2024

  We apologize the 38DD black Embraceable bra went on back order then cancelled during the time you placed your order. Obviously, we want to sell product and when something occurs that requires a delay or cancellation we are deeply concerned. By no means is this intentional we gain nothing disappointing customers and not selling our merchandise.

  At this time we still do not have the bra in our distribution center in that color or size to fulfill an order. I created an in store request order to attempt to get this bra for you at no charge. If that size/color is not available across all of our stores I will know quickly and would be happy to send an alternate color. You were not charged for the cancelled order, we are not charging you for the replacement bra.

  You will get an order confirmation number in your email indicating an order was placed as we search each store for your size/color selection. If we can not locate black please provide an alternate color choice.

   

  Customer response

  02/02/2024

   
  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

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My mother purchased a Christmas gift for me on November 6th from White House Black Market and due to unfortunate circumstances of her having covid we did not have Christmas at our house until Sunday January 7th and thats when I had opened my gifts from her. I received a blouse item # ************ size L and the blouse arms would fit a monkey they are extremely long and when I tried it on I knew it needed to be returned. I called the ******** ** Store ( the item was purchased in Marlton **) and was told that that return date was 1/13/2024 & explained that due to the illness of my mom sick than myself it was 3 days past that date and the girl told me that they cannot due anything about returns past *************************************************** they can issue a credit along with a return label for me to mail back the shirt which was nice of her but honestly isn't a the best solution in any way. I should be able to take the shirt back to the actual store for a credit and all holiday returns should be until the end of January. Like come on White House Black Market get with the times !!! This is 3 weeks after Christmas and you are making it hard for people to do a simple in person return which is really disappointing as a customer and I may no longer shop there as I never had these issues with other brands of clothing at locations. Its really turned me off that I even have to take the time to write this and complain as the customer service aspect of the whole thing is terrible. Not everyone is at home doing returns the day or week after Christmas. My boyfriend and I are mummers which means we are busy as anything from Dec 26th until Sunday January 14th and just getting back into the real life of things, tree is still up, gifts still under it and not everyone like yourselves have time to do things the next day! You need a better system and better way of doing and processing things as this is unacceptable !

  Business response

  05/20/2024

  We are sorry to hear the blouse that was a gift didn't work out. We will be happy as a courtesy to either refund the transaction to the original form of tender or issue a merchandise card refund if the blouse is returned to:

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

  White House Black Market

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

  Ft. *****, Fl 33966 

  Unfortunately, once the product passes a ******************************************************************************** exchange. 

  Thank you,

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

  Customer response

  05/22/2024

   
  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.

  I also think that they need to re-evaluate & extend their return policy in general especially around the holidays and I will not shop there for Christmas gifts after this past holiday season, its not worth it to me given what happened previously. 
  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. ↩