ComplaintsforChico's

• 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,
  
  ***************************

• Initial Complaint

  09/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a watch 24 November 2022. Battery was dead a few months later. Had a new one put in. Same thing! Repair shop said it sounds like a mechanical fault of the watch. They kindly replaced the battery with another new one. Few months later watch stops again! Shop did a power test, said very low so definitely a watch issue. I have paperwork to show a two year warranty with a company called ********************. I called them and they couldn't find my order number: *********. No suprise there after I found out they DON'T even have Chico's as a client!! I emailed Chico's asking what was going on and got the same initial, generical style reply of as it's over 60 days all they can do is offer 20% off my next order! Definitely won't be ordering again and they didn't even mention anything about the warranty issue! Surely this is fraud! I paid $66.66 plus two batteries at $10 each. The item is no longer available so can't do an exchange. Therefore l I want a refund as I don't now trust them if they offer a repair!!! ***************************

  Business response

  10/18/2023

  We are sorry to hear your Tort Fashion Watch purchased 11/12/22 Order 130133412 has required 2 battery changes. The ******************** is not a part of Chico's but does repair Fossill Brand watches according to their website. **************** Center **************.

  According to your order you paid $66.66 using a Chico's gift card #   ****************. A refund for the cost of the watch $66.66 will be sent to you in the form of a gift card. The gift card will mail on 1019/23 to your address          ****************************************************************.

  This gift card can be used at any of our brands Soma, Chico's, or White House Black Market and never expires.

  We apologize for any inconvenience this repair has caused.

  Sincerely,

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

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered $69 clothing from Chico's Fall Sale order number **************** a month ago. I have not received my order.

  Business response

  09/15/2023

  In a review of your loyalty account and order history there is no pending order, the sales history is 1 transaction from May which was prior to our fall fashion roll out.

  If you placed the order number, you provided online please check the website you used. Our website is www.chicos.com. Our online orders start with "1" if the purchase was from a phone call the order number would begin with "4".

  You may also want to look at your credit card statement to see what company charged your card. If you purchased from Chico's the charge will say Chico's or Chico's FAS.

  I'm sorry your order number was not generated from our system.

  Sincerely,

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

• Initial Complaint

  08/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought these pants online order # #*********. I have worn them 2-3 times and the seam ********** has completely come apart making then unwearable. I chatted with customer service who told me I had to return within 60 days. I want a full refund as these were not cheap to buy but cheaply made!

  Business response

  08/31/2023

  We are very disappointed to see the pictures of the 2 pair of crops where the hem is coming out from your Off the Rack Order 873294201. 

  I have authorized a return for full refund to the tender used in the purchase PayPal. Please include your name and order number with the return. A note CRA which is an out of policy return authorization has been added to the file.

  Please mail your crops to:

  Chico's Returns Department
  815 **************
  ****** ** 30680

   

  If you have any questions or concerns, please feel free to contact me directly at email ***************************************.

   

  Sincerely,

  *****

  Customer response

  09/05/2023

   
  Complaint: 20538454
  
  I am rejecting this response because I do not want to pay for shipping.  Can I return to a store? Both are an inconvenience as I am out of town but can take back to a store upon my return. 
  
  Sincerely,
  
  ***************************

  Business response

  09/06/2023

  A one-time courtesy refund for the amount paid for the crops has been credited to your order. The refund may take 1-2 days to complete the credit process. It is beneficial for us to see the product and figure out why the hem didn't stay in place however we understand your hesitation to make the return. Please feel free to discard the crops.

   

  Thank you,

  *****

  Customer response

  09/12/2023

   
  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

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 20,2023 I ordered 2 bras from ********, using my smart phone. A division of Chicos. They arrived on Aug 28, 2023 and are too small. In their homepage, under Feedback it says,Free shipping and returns on bras. Always.But when I went to return I was told there will be a $7.00 fee. I emailed ******** at customer service asking why I was being charged. She emailed me back that it was because I opted out of their loyalty program. I remember nothing about a loyalty program. I only saw on my phone the above quote (about free shipping and returns)on the home page. I hope you can resolve this with ********. I feel they have deceitful advertising on their home page. If there is a charge it should be clearly stated when I go to the homepage on my smart phone.

  Business response

  08/31/2023

  We are sorry the bra you purchased didn't work out for you. Our return policy is on our website which includes 2 options (1) return in any Soma store near you or (2) you can print a return label that does have a $7.00 return fee. It is true we have a tier-based loyalty program and at various loyalty levels you do receive free returns. 

  There is no return fee for exchanges using our return label regardless of if you are a new customer or a loyalty member. The returns team processes the returned item and exchanges at the same price as the original transaction, there is no return shipping fee using our return label in this scenario.

  Please feel free to contact me directly at ********************************** if I can be of further assistance.

  Sincerely,

  *****

   

   

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On July 12, 2023 I ordered two items on Order Number *********. I planned to keep both items so I washed the dress - it came out of the wash a horrible wrinkled mess! I have been doing business with Chico's for years and NEVER had an experience like this! I contacted them to request a return for the dress and was refused due to the fact that I had washed it. I have not worn it - just did what I always do before wearing an item that will be next to my body.When inferior materials are used making an item labor intensive (not what I expect from Chico's), I believe they should make an exception to the return policy.These clothes are not inexpensive and I expect more from this store!I am looking for a return and full refund or a sizeable credit for a disappointing quality in this piece.

  Business response

  07/28/2023

  We are sorry to hear you are not happy with the dress after washing. Our return policy does state unworn, unwashed; however, our response was not appropriate considering you felt the dress didn't live up to the quality expectations of our brand. 

  If you would kindly send the dress to my attention, once received, I will request a full refund to your Discover card used in the purchase ending in ****. The refund would be for 

  $50.43 the price paid for the dress plus tax $3.40 total refund $53.83. I will refund you for the return shipping as well. Once received it can take 5-7 business days for the credit to process.

  Mail to:

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

  Chico's FAS

  11215 *************

  ***************, ** 33966

   

  Customer response

  08/01/2023

   
  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 assume you will pick up return shipping costs from the package or I could communicate it to you via text or email if you provide contact info. 

  Thank you for your response and understanding!

  
  Sincerely,
  
  *********************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an item approximately May 22, 2023. I returned item which was received by retailer on June 19, 2023. After waiting sometime for my refund, I was advised that it takes 3-4 weeks to refund customers. I contacted merchant on July 14, 2023 and they immediately refunded me purchase price. If I did not follow up again, I do not think they would have ever refunded me. They held on to my funds for approximately a month and had the opportunity to resell the returned merchandise. What kind of business practices is this?I had to pay shipping both ways, plus chase down my refund.

  Business response

  08/07/2023

  In a review of your Chico's Off the Rack transactions I see you did place an order 873231563. Unfortunately, that order return never reached our returns department. 

  A refund for the merchandise was issued on 7/14/23 following a chat interaction. The associate refunded the cost of the dress although lost in the mail of $32.99 back to the original tender used in the purchase Pay Pal. We apologize your return must have gotten lost which delayed the refund. As a token of our regret a refund for the shipping to you of $7.95 was refunded to the same Pay Pal account. Please allow 3-5 business days for that amount to process.

  Again, we are sorry for this disappointing event.

   

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Wanted to purchase a dress in store and they didnt have my size- so they ordered it and sent it to the location where I was. Dress didnt look good on. Went to local store to return and they said I paid for it with the last four digits of a card I dont own and refused to refund my debit card after showing proof of the purchase less than a week ago,. I called their customer service and they said they have a different card number for the order. My bank statement reflects my card number and the purchase too. This makes zero sense and I should be able to get a refund in the form I paid according to their policy.

  Business response

  07/27/2023

  We sincerely apologize for you store return experience attempting to return your dress. 

  In a review of the purchase on 6/24/23 transaction ********* 151 you paid with a debit card $75.05 for the dress and **** for applicable taxes total $81.24.

  On 7/18/23 a refund was credited to the same debit card number in the amount of $81.24. Transaction **** store 992. If you are unable to see this refund on your account, please provide authorization # ****** to your bank.

  purchase AMOUNT TENDERED
  
  Debit                           $81.24
  
   Card number:  ****************9311
  
   Authorization  146123

  refund AMOUNT TENDERED
  
  VISA Refunded                   $81.24
  
   Card number:  ****************9311
  
   Authorization  040758
  
  TOTAL PAYMENTS                ($81.24)
  
  ------------------------------------------
  
  ****: ****            7/18/2023 2:06:52 PM

  Customer response

  07/27/2023

   
  Better Business Bureau:
  
  Only reason it occurred is I went and spent about 30 minutes in the store and then had to leave the dress and received no documentation as it took them 5 days to process the refund. Their systems are not setup for Apple Pay if a refund is needed. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩