ComplaintsforChico's

• 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,
  
  ***************************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a pair of black pants! I wore them and found all little pieces on the legs and rectal area! I brought it in and the clerk said I did have a receipt! I said it was new but I couldnt find it! She calls the company band the said it was 6 years old??! I said it was new. The size was 1! I never keep things that long and not in the size! I had breast cancer for the last week and half! I lost 40 lbs and that was why I could say this size! The clerk was not kind and said you cant do anything !!! I have been getting things for years and what I got was terrible!!!! I said I would not come again! No one called They didnt care! I hope you can help!!!!!!!

  Business response

  06/29/2023

  ***** will receive a call to attempt to validate a newer purchase date other than the black pair of pants purchased 511/18 transaction **** store ****.

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have shopped at Chicos' for years. The stores no longer carry the smaller sizes and encourage to purchase on line, which I did. All items were larger than what the previous years, over $300.00 (two purchases) Two weeks later, no credit. I called and got the run around. I also purchased at Land's End, most fit a few items returned, Land's End is on it, got my credit. Both returns were sent out the same day. I do not understand how Chico's can take so long? My last return took two months, thought it was a mistake? No, its how they operate, I will not longer purchase at Chico's. People don't have the money to wait around for a credit that *** not even happen. They don't even send a email letting their clients know the package actually got to the facility.

  Business response

  04/13/2023

  We sincerely apologize your refund took longer than you anticipated. I'm not sure why you didn't receive an email informing you the package was received at the returns department and was in processing. The normal refund time is 14 days after the merchandise arrives at our return department. If you use the provided return label, we are able to find the location of the package and processing time. I will research the email concern.

  I see the refund was processed today 4/13/23 at 11:07 a.m. eastern time in the amount of $275.36. The credit was applied to the original form of tender Mastercard ending 2619.

  Please allow 24 hrs for the credit to complete the refund process and can be viewed on your credit card statement.

  Thank you for shopping Chico's, we are sorry for any inconvenience this refund may have caused.

  Sincerely,

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

   

• Initial Complaint

  03/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a gift card of $75.00, I made an order and it was sent to the wrong address, though I made many different attempts to inform them of this mistake. When wrong address received the package they sent it back "return to sender". Chico's never got it. They told me they would reissue the amount of the card to me. They did. However, I no longer have the card, so they will not honor the return. I am really "screwed"!I love shopping at Chico's and am really sorry I can no longer shop there.

  Business response

  03/07/2023

  We apologize your order was not delivered and returned to us. A refund was issued to the gift card used in the order, unfortunately we were unaware you no longer have the card.

  Our policy is to replace the card once the customer makes us aware they no longer have the original card. Your original card value was $75.00, ****************, the order total was $61.68 leaving a balance on the card of $13.32. You will receive a replacement card that will include the refunded amount and balance of the original card. If you find the card ending **** there will be no funds on this card as of today.

  Your replacement card is being mailed from ***************, ** on Thursday 3/9/23 to        *********************
  ****************************br> APT 145
  ************* , 92084-3225.

  Thank you for shopping Chico's, 

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

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned an ecru blazer on Dec 6, 2022 and have yet to receive any correspondence regarding its receipt and credit back to my credit card. ORDER #********* I emailed White House Black Market and have yet to receive a response from the Company. I want information on when it was returned and the amount and date credited OR for them to process the return and credit back to my credit card $235.40 Thank you

  Business response

  01/25/2023

  We apologize for any inconvenience this concern has caused. In a review of your order 318776924  I see the following:

  Purchase:

  WHBM Editor Blazer size 2 - Ecru

  WHBM Editor Blazer size 4 - Ecru

  White Beaded Shell  size SM - Ecru

  White Beaded Shell  size XSM - Ecru

  Outlet WHBM Wide-Lace Trim Cami - size SM - Ecru

  Lace-Hem Camisole -size XS - Empire Plum

  Lace-Hem Camisole - size S - Empire Plum

  WHBM Elle Slim Trouser Comfort Stretch Pant - size 2 - Regular - Port

  WHBM Elle Slim Trouser Comfort Stretch Pant - size 4 - Regular - Port

  WHBM Signature Blazer - size 2 - Black & Port Mini Houndstooth

  WHBM Signature Blazer - size 4 - Black & Port Mini Houndstooth

  Twist Sleeve Tee - size XS - Vintage Indigo

  The entire order was returned and refunded to the original tender Pay Pal through 3 transactions: 

  99160481 ******** 2022-10-24 08:01:11.0 Return ($1,139.99) false
  99160542 ******** 2022-10-24 08:21:09.0 Return ($240.75) false
  99622361 ******** 2022-11-08 09:45:55.0 Return ($24.56) false

  WHBM Editor Blazer size 2 Ecru - ret
  WHBM Editor Blazer size 4 Ecru - ret
  White Beaded Shell  size SM Ecru - ret
  White Beaded Shell  size XSM Ecru - ret
  Outlet WHBM Wide-Lace Trim Cami - size SM Ecru ret
  Lace-Hem Camisole -size XS - Empire Plum - ret
  Lace-Hem Camisole - size S - Empire Plum - ret
  WHBM Elle Slim Trouser Comfort Stretch Pant - size 2 - Regular  Port - ret
  WHBM Elle Slim Trouser Comfort Stretch Pant - size 4 - Regular  Port - ret
  WHBM Signature Blazer - size 2 - Black & Port Mini Houndstooth - ret
  WHBM Signature Blazer - size 4 - Black & Port Mini Houndstooth - ret
  Twist Sleeve Tee - size XS - Vintage Indigo - ret

  Customer response

  01/26/2023

   
  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

  01/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a sweater at the chicos at ************* location I went to bring it back I paid $65.00 for that sweater the manager to me because I didn't have my receipt all I could get was $20.00 back but I had the credit card that I used as my payment method that shows I paid with it that I could use as a receipt the lady as I could say the manager says that chicos does not use the credit card as a receipt they need the receipt itself are all I could get is $20.00 for a $65.00 sweater that I purchased I told her give me back my item and I will not be shopping in here anymore and I will let my friend and family not to shop in here and anyone else I know.

  Business response

  01/10/2023

  We are sorry the store didn't call customer service on your behalf. It is true the original receipt is required for a return to get the full purchase price to the original tender; however, customer service can assist with finding the information using a few key points you could provide.

  If you would like to contact me directly with the purchase date, purchase location, and any other information you may have to help me locate that transaction I will be happy to assist with the return/refund process.

  Feel free to contact me on my company cell ************.

  Thank you,

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

  Customer Retention Manager

• Initial Complaint

  01/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been shopping with WHBM for years. I have never had this problem of being overcharged. I call customer service and got someone that cannot admit she is wrong. She kept saying it was charged ***** and I told her the email I just got is $98.09 and my credit card got charged $98.09. She then said for me to call my credit card company. How is it there fault I said? She said dispute it. I have never had a problem with this company in the past. She said I will send you another email showing the $*****. Got the second email and it said $98.09 again and she said, on my end it says $*****. In customer service you are supposed to believe the customer. I told her I would take a screenshot of the email and send it to her. She wanted no part of that. I told her in all my years of shopping with White House black market i have never had to deal with someone like her. I have included photos of the emails of being overcharged. Usually, some businesses with send you an email how was your call and since the don't Im putting this on the BBB. WHBM is better than this employee. I takes to her on Dec 26 th at 9:55 am. I didn't catch her name

  Business response

  01/05/2023

  We sincerely apologize for the interaction that took place on 12/26/22 regarding the selling price of the dress in Order 319270470. 

  In a review of the order it appears when the order was created on 12/23/22 the selling price of the dress was $89.99 + tax total $98.09. The cost of $98.09 settled to the credit card ending **** on 12/27/22 the day after the item was shipped.

  12/24/22 our valued customer called customer service speaking to ********, according to the order ******** applied a credit of $30.17 to credit card ending **** used in the order which settled with the bank on 12/29/22. Unfortunately once the order is created and in the picking stage we can't adjust the price prior to the pre-authorization/settled stage of the order which was $98.09. We do price adjustment appeasements after the  pre-auth that will settle so a credit of $30.17 was issued and settled with the bank on 12/29/22. We are in the process of updating our software that will provide a better customer experience.

  We listened to the recorded call on 12/26/22 and will take swift and immediate action to make sure this doesn't happen in the future.

  2022-12-26 12:36:08.0 ($30.17) - proof of refund which settled with the bank on 12/29/22

  With deep regrets,

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

  Customer response

  01/06/2023

   
  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.
  
  *****************************************************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was guaranteed a 20% discount on my order if I signed up on the website and it never was sent to me. Once I placed my first order I contacted customer support to apply the discount retroactively and never got a response.this is for White House Black Market which is owned by Chicos.

  Business response

  12/06/2022

  We are sorry you state you didn't get the 20% discount code. I am checking to confirm one was sent to your email address on file ******************. Please make sure www.whitehouseblackmarket.com is set up to be accepted into your email as a contact. You may want to check your spam/trash folder as well.

  In order to completely address this concern I searched our recorded calls to confirm your discount was manually applied, I was unable to find a call from **********. Is it possible you used an alternate number?

  We do not want to disappoint new or existing customers and work diligently to address any opportunities we may have.

  I would like permission to reach out to you or feel free to contact me to get additional information by phone or email. In the meantime I will have our I/T team confirm your code was sent and see what might have happened.

  Thank you,

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

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

  Customer response

  12/07/2022

   
  Complaint: 18362983
  
  I am rejecting this response because:  I signed up for the code and they confirmed that it was sent......it was never applied at checkout.  The resolution I am requesting is for the 20% off to be refunded to my credit card.  I do not understand the need for me to call them to discuss or for them to call me.  They have already admitted I should have a 20% discount.
  
  Sincerely,
  
  *********************

  Business response

  12/21/2022

  I reviewed the response and acknowledge ****************** wishes to not speak with me regarding her concern of not receiving the 20% discount for signing up for email. After further investigation an email address was attached to this file prior to this promotion which blocked the promotion of sign up for email get 20% off coupon. We apologize for any confusion this may have caused.

  We appreciate our customers and will apply a 20% discount to the recent order 319150935 as a token of our apology for any confusion or inconvenient this may have caused. The 20% discount will be credited to the  original tender which is PayPal. Please allow ***** business days for this refund to process.

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

  Thank you for being a loyal White House Black Market customer.

   

  Customer response

  12/21/2022

   
  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. Though not as large of a discount I would have received since my initial order was in excess of $1000.  I never said I did not wish to speak...I stated that all the information was provided in the attachment which did not seem to have been read.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned three items from Order ********* on Sept. 11, 2022, through ****** I have confirmation that the package was delivered to the Chico's distribution center in ******, *******, on Sept. 20, 2022. It has been over six weeks since then, and the refund has still not been posted to my credit card. I have called Chico's once and written to support three times, and customer support always says it can take a few weeks for returns to post - not actually helping, especially since it's been so long. The returned items:*********** in Sea Salt - 99 - ***** discounted price Travelers Floral Zip Top - ***** - ***** discounted price Traveler's Classic Abstract Print Tunic - ***** - ***** discounted price Without taxes, that comes to $212.31. I am frustrated that I haven't been able to get this issue resolved.

  Business response

  12/06/2022

  Thank you for sharing your concern, in a review of 129381776 I see a refund of $266.63 was processed on 11/23/22 to your Pay Pal account.

  We apologize for any inconvenience this return may have caused. 

  Customer response

  12/07/2022

   
  Complaint: 18364656
  
  I am rejecting this response because: While I received an email on 11-23-22 that said my account had been credited, I have been monitoring my PayPal account, bank account and credit card account, and the credit has not actually been credited. It's very frustrating. Could the money have been refunded to someone else's PayPal account?
  
  Sincerely,
  
  *****************************

  Business response

  12/21/2022

  I have confirmed Pay Pal completed the refund provided by Chico's on 12/1/22. The account is listed as ******************************* but matches ************************************* information.

  If you have any further questions or concerns please feel free to reach out to me directly,

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

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

   

  Customer response

  12/21/2022

   
  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. The reason the money has not been refunded to my account is that I had disputed the charge when the refund hadn't been applied. Thank you for taking care of this matter!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Six tees were purchased between 6-17-22 and 6-27-22. I love all of them but upon putting on one of them yesterday I noticed a small hole. Later in the evening I found a second hole which appeared to be a flaw in the fabric as they were below each other and approximately 2 inches apart. I went to the local store and they told me it was POLICY that they could do nothing because my return to the store with the damaged shirt was beyond 60 days. I can understand if I tried to return the shirt because I did not like it. I did not cause the holes and I had no knowledge that the shirt would disappoint me as a result of a flaw in the fabric. The ass't mgr was not kind. She did offer me a store credit of $7.49 and took the shirt. She had me backed in a corner with no option other than to report it to Chicos. I don't believe this is the reputation Chicos desires. I could understand if she would have discounted a refund because I did have the privilege of wearing it. But she would not listen to me and backed me into the corner. The clerk was unable to print proof of purchase and of course, I do not have the receipts although I could show you a a copy of my credit card upon request. I offered to go home to get my phone to take a picture of the shirt but she said a picture would do no good. Again, I should not have listened to her. I hope you will be able to resolve this with the business.

  Business response

  10/11/2022

  We are sorry to hear your tees purchased June of 2022 are not the quality you or Chico's expects from our merchandise. Once we are able to confirm your concern through a product review from our product compliance team we will refund the price you paid to your original form of tender.

  Please mail your tees to:

  Chico's

  Attention: *********************

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

  **************, ** 33966.

  If mailing the tees isn't convenient for you please take the tees to your nearest Chico's boutique and request them to mail them to my attention. Once received I will contact you at your telephone number listed in your loyalty file. We apologize for this experience and look forward to resolving it as soon as possible.

  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. ↩