ComplaintsforChico's
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Complaint Details
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Initial Complaint
07/17/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order #L032340622240010050260100 (White House Black Market, which is owned by Chico). I placed an order for a shirt at a local store using a store credit, a $10 reward certificate, and the rest was charged to my credit card. The tracking number continues to show that the item hasn't shipped ***** **********************). I have reached out to customer service via chat three time now explained that--per the tracking number--the shirt was never shipped. Each time I have been told to wait longer. It's now been almost a month since I placed the order and it still has not been received. Today I was told that the shirt was still in stock (despite the website showing that it's not in stock). However, when I asked them to re-ship the order, I was told that they couldn't. I don't believe for a second that they can't ship another order. I believe the problem is that--because of their delay--the item is no longer in stock. I want a check for a full refund mailed to my home address.Business response
07/30/2024
We apologize the exchange top didn't arrive. A replacement order # ********** with expedited shipping was created today. The order should arrive within 3 business days.Initial Complaint
07/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I order a couple of items but I only received two items. The only items I received where: 1 Saffiano Comfort Pump Color: Black Size: 7.5 AND 1 Saffiano Comfort Pump Color: Black Size: 8. However I am missing 6 items which are : 196533346460 1x Gold Jet Stone Drop Earrings 196534196613 1x Black Bow Slingback Heels 196534240385 1x Cashmere Blend Elbow-Sleeve Henley Sweater 196534370396 1x Cashmere-Blend Elbow-Sleeve Shirred Sweater 196534072016 1x Cashmere Blend Elbow-Sleeve Henley Sweater 196534072085 1x Cashmere Blend Elbow-Sleeve Henley Sweater I would like a refund to my original form of payment for this items.Business response
07/16/2024
Although our system indicates all items delivered except 2 sweaters that are out for delivery notes in the customer file indicate Order ********** is being refunded for all of the items the customer claims as not delivered. The customer will not be refunded for the shoes she documented with pictures as having been received.Customer response
07/16/2024
Complaint: 21982404
I am rejecting this response because: I would also like to be refunded for the two sweaters out for delivery since Im overseas and nobody can sign for them.
Sincerely,
***********************Business response
07/17/2024
The customer is in the process of being refunded, the appropriate paperwork has been filed for the credit to be applied to the original form of tender for the items the customer claims weren't in the box and the separate shipment of 2 items the customer claims wasn't delivered.
A full refund for the items the customer claims to not have received is in the process, this can take up to 10 days to be completed.
Initial Complaint
06/11/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
According to the price adjustment policy on ****'S website, it states that you can get a price adjustment within 14 days. Two days after placing my order, I noticed on the site that the price had dropped. I called customer service for an adjustment. But apparently, after waiting to connect with a rep and then the rep asking me for my name, phone number, order number etc,...the rep stated she didn't see the item on the site so she couldn't give me an adjustment. It sold out while I was connecting to customer service. But no where in the price adjustment policy does it state that an item needs to be visible in order to receive an adjustment. Why doesn't the **** computer system inform the reps of the current price. I asked to speak to a supervisor and she initially stated the same thing that they have no way of determining the price. In the end she gave me the adjustment, but she noted my account not to give me a future adjustment if isnt on the site, as if I broke some rule or policy, when I didnt. I have been a long time **** customer and I am appalled by this price adjustment experience. No where on the website does it state the item must be visible for the customer service reps in order to get an adjustment. How do I avoid this from happening in the future, if the item is listed when I call, but it's sold by the time I connect with a rep?Customer response
06/11/2024
White House Black Market is the retailer.Customer response
06/18/2024
See attachedBusiness response
07/10/2024
In a review of ********************************* loyalty file there are no notes indicating no further price adjustments can be made. Our policy is below. I do see notes the price adjustment was honored after being declined. Notes indicate the reason the first person declined the adjustment was the item was no longer available and she couldn't find the price. This has been addressed.
3. Do you offer price adjustments?
We will adjust the price of an item on a one-time basis if the price decreases within 14 days of original purchase and if you present your original receipt in-store for an in-store purchase. Price adjustments will be made in the original form of payment. Online or catalog purchases are not eligible for price adjustment in our stores; additional exceptions apply. Merchandise marked final sale is sold "as is" and may not be returned or exchanged and is not eligible for price adjustment.Initial Complaint
05/13/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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
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
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 agentInitial Complaint
04/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
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
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,
*************************************
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Contact Information
Customer Complaints Summary
39 total complaints in the last 3 years.
18 complaints closed in the last 12 months.