ComplaintsforChico's

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a large amount of items that were on sale at Chico's. Items arrived yesterday and they !. Do not look as pictured 2. Don't fit as usual. I attempted assistance through customer service and was told they were all final sale and nothing could be done. I literally have most of the order that doesn't fit (I have shopped at Chico's for years, without a problem or issue) and was told nothing could be done. I would even be ok with a credit. I am unable to wear the items that arrived yesterday (about 6) and am waiting for 2 more I am hopeful will fit. Please help.

  Business response

  08/19/2022

  Business Response /* (1000, 5, 2022/08/17) */ We are sorry your order for 8 final sale tops aren't working out. Final sale is as stated as is and final sale. We appreciate your loyalty to our brand. As a courtesy exception if you want to mail the product to my attention I will have a merchandise card refund processed to you. Mail to: ************************************************************** Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 18, 2022 I was due to receive merchandise from White House Black Market/ Chico's. On the aforementioned date, I received an erroneous (fraudulent) notice from FedEx home delivery indicating that the package was "delivered" my home address **** **** Pond *** However, the merchandise was not delivered. In efforts to remedy this errant information I have spoken to and written to representatives for FedEX, Paypal, (WHBM) White House Black Market/Chico's, as well as filed a incident report with the Dougherty County Police Department, to no avail. Please note that the tracking notice is XXXXXXXXXXXX FedEx. The WHBM order number is XXXXXXXXX. Please know that of the total for the unreceived items total $840.00. I have not previously filed a complaint with the BBB and only wish to recoup either my payment or actually receive the merchandise. As of the date of this filing, have not received the merchandise nor a refund. And, I need either the merchandise for my work as a school Principal, or a full refund to my PayPal account. As it has been over the customary 10 days, with no resolution, I am seeking assistance from the BBB to resolve this complaint. I can be reached at XXX-XXX-XXXX or *************@yahoo.com to speak regarding this matter. Thank you, ******* ******

  Business response

  08/30/2022

  Business Response /* (1000, 7, 2022/08/17) */ We are sorry to hear this order wasn't received although tracking indicates both packages were delivered on 8/17/22. Please reach out to your tender used to make the purchase Pay Pal to dispute the charges. Monday Jul 18 Delivered Shipping History Monday, July 1810:45 AM Albany, GA Delivered 7:59 AM ALBANY, GA On FedEx vehicle for delivery 7:41 AM ALBANY, GA Shipment arriving On-Time 7:22 AM ALBANY, GA At local FedEx facility Saturday, July 169:16 AM ALBANY, GA At local FedEx facility 2:35 AM TALLAHASSEE, FL At destination sort facility Friday, July 153:40 PM MEMPHIS, TN Shipment arriving On-Time 3:29 PM MEMPHIS, TN Departed FedEx hub Thursday, July 149:55 PM MARIETTA, GA Left FedEx origin facility 6:29 PM MARIETTA, GA Picked up 11:41 AM Shipment information sent to FedEx fedex Tracking Number: XXXXXXXXXXXX Monday Jul 18 Delivered Shipping History Monday, July 1811:24 AM ALBANY, GA Delivered 8:17 AM ALBANY, GA On FedEx vehicle for delivery 4:54 AM ALBANY, GA At local FedEx facility Saturday, July 162:13 AM KENNESAW, GA Departed FedEx hub Friday, July 152:11 AM KENNESAW, GA Arrived at FedEx hub Thursday, July 146:00 PM WINDER, GA Left FedEx origin facility 12:36 PM Shipment information sent to FedEx 12:47 PM ATHENS, GA Picked up fedex Tracking Number: XXXXXXXXXXXX

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a blouse back to chico's in May. Using their return shipping label. The tracking number information provided by USPS indicated return was received by Chico's May 9 2022. I still have not received my refund of $82.50. I have phoned and emailed Chico's numerous times and they still have not processed my refund. It has been over 2 months. Chicos has made it difficult for customers to speak with anyone, when calling I have been on hold for over 30 minutes and still no person comes on the line. I am providing proof of my return in the images of emails and shipping number. I am seeking my refund.

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/25) */ We are sorry for your return experience, it is not our intent to cause such inconvenience to our customer. A refund of $82.97 has been applied to the original form of tender used in the order ending ***** Please allow 3-5 business days for this credit to process.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed order XXXXXXXXX on July 6th and the status on the order has continuously said just shipped. I have been trying to call CHICOS with no answer even on the chat. To date, 13 days later I have not received the order. I called my local store and they told me there is nothing they can do about it and I should reorder the item, which I did yesterday. However, I still can't get an update on order XXXXXXXXX and Chico's now owes me $139.00 Thanks *****

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/07/25) */ We sincerely apologize for this experience, we hate to disappoint our customers. In * review of your order XXXXXXXXX I see a refund of $139.97 was issued on 7/19/22 to the tender originally used in the order ending ****.

• Initial Complaint

  07/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have placed several orders with Chicos and Chicos Off The Rack over the past several months. Some of these orders have resulted in issues/problems that I needed to contact Chico's about. Multiple EMAILS have been sent with no response, CHAT system is always unavailable, have never been able to get through on TELEPHONE because of extremely long wait times. Currently, I am awaiting an order placed July 2 and tracking shows USPS never received the item to transport. Yesterday the same item was on sale for a lower price so I ordered again using my Shoprunner account so that I can get free shipping. Then I received an email confirmation from Chicos that indicated I was charged $7.95 for shipping. Although I have tried many times and several ways, this company is impossible to contact and their customer service is non-existant. Very disappointing.

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/07/25) */ We apologize for this delivery delay, it is not the experience we want our valued customers to have. In a review of this order I see it was delivered 7/21 and you were emailed on 7/24/22 to return the pants since it was too late to cancel the order. A note was added to your file to waive the $7.00 return fee. We are sorry for the inconvenience you have experienced. Consumer Response /* (2000, 7, 2022/07/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although the response from Chico's only addresses one of my issues (delivery delay) & fails to address why they have been impossible to contact (through email, chat or telephone) and why my current outstanding order was charged for shipping even though it was purchased through Shoprunner, I do not think pursuing these issues further is worth any more of my time. Therefore, I will be returning the delayed item that was finally received and use their offer of free return shipping. Although I believe I was erroneously charged for shipping on the subsequent outstanding order made through my Shoprunner account that provides for free shipping, I will not take the time to contest that shipping charge because, again, it is not worth my time. I do hope that they they take my complaint of inability to reach them by any means seriously so that they will be easily accessible to other customers in the future. Unfortunately, as for myself, I will need to give serious thought about whether to order from Chico's again.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bait and Switch? Chicos solicits the collection of email addresses and cell phone numbers. They offer discount coupons for signing up. 10% off for you cell number and 20% off for your email address. Once my information was collected they failed to provide the discount coupon for the email. When I tried again to be sure they had gotten the information correctly, Their system indicated that I could not sign up again...because my information was already collected...however no coupon was provided. I waited a few days to see if it would show up in junk mail or just show up later. It did not. They did supply the text discoupon coupon but made it expire so it was not usable during the time i waited to receive the email coupon. I tried to sign up again with another email address that again, did not receive the coupon as adveris. I forfeited my information and I DID NOT RECEIVE the COUPONS AS ADVERTISED. I later called in to ask what the trouble was, with a cart full of items having filled out all my shipping, billing info and credit card info waiting for the coupon. I waited on hold for over 20 minutes and the person in which they collected my information again, and the operator would not provide the coupon codes. She did offer to assist over the phone but only if we did the whole order over the phone and she collected my cc, billing, shipping info and collected information on each item to add for the entire cart. I am not sure it was well understood the kind of painful time and energy it takes to spell out every piece of information with M as in **** * as in cat...when the coupon code was one simple piece of information I could have plugged into my cart, which was the promised deal anyway. It concerns me for others as the advertised coupons are not being provided and the amount of difficulty they are creating to collect on the already gathered info we forfeit is * bait and switch practice that should be looked into buy an overseeing body such as the BBB.

  Business response

  07/11/2022

  Business Response /* (1000, 5, 2022/06/14) */ It is never our intent to disappoint a customer so your experience is very concerning. I searched Chico's brand using the name provided ****** *, telephone number provided in this complaint XXX-XXX-XXXX and couldn't locate * file. I also searched using the email address in the complaint ***********@gmail.com and again no file or order came up. In order for our technical department to confirm or deny the coupon codes were sent and see why they didn't reach you this information is vital. In regards to the phone agent not being able to provide codes, I agree this is inconvenient however each code is specific to the linked email address and are not visible to the team. The team is empowered to create the order and apply a manual discount which it seems they may have done or offered to do. We apologize for your experience but need additional information to research and repair if necessary. Please feel free to call me directly on my company cell XXX-XXX-XXXX so I can create a work order for our technical team or respond to this complaint with the information so we can assist you further. Thank you Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for looking into the matter. I have to admit it sounds odd because the system will not let me enter my email address again because it clearly states it is already in use. And I used * 2nd email address as well and received the same result... no coupon code and now chicos has 2 addresses to profit from in the sales of info machine. Also I receive text marketing for the number XXX-XXX-XXXX so the number is also clearly in the system... and that code was received but expired promptly before the email code arrived... perhaps by design? Seems a bit fishy to me and I wanted to alert BBB about the oractice

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned items from * online purchase Chico rep Deborah #XXXXXXXXXXX said she needed to do 2 separate refund tickets. I did not get my 2nd refund dated 04/22/22 customer # ********** for $64.85. Transaction # **** @1:04:03 pm The same day I (received only 1 credit -$32.67 plus new purchase charged me $122.70 ) Chicos Lakeside Village store #0571. Register #001 Spoke to 2 separate in store reps that told me there was nothing they could do. They gave me phone # XXXX-XXX-XXXX corporate to get my refund . After calling Corporate multiple days, different times pressing opt 3 , placed on hold for over 30 min each time I called . I emailed Corporate with all the above information to expect * timely refund response. Today is May 3, 2022 Still No refund , No email , No return phone call. After reading other similar Chicos customers as frustrated as I am, that is my reason for filing my BBB complaint. Poor Business principles !!! .

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/05/05) */ We apologize for any confusion or inconvenience these refunds may have caused. Our return policy states the refund goes to the original form of tender if the return is within 60 days. In a review of your purchase and return I confirmed through our banking system the refunds were processed correctly and settled. Return: 4/22/22, Trans. XXXXX, Refund $64.85 credit applied to the original form of tender Mastecard ending 2932. Return: 4/22/22, Trans 8000, Refund $32.67 credit applied to the original form of tender VISA ending 2982. If you do not see these amounts on your credit card statements please feel free to call me directly and we can do a 3 way call with the 2 credit card companies. Please call me direct: XXX-XXX-XXXX Consumer Response /* (3000, 10, 2022/06/03) */ Hello BBB After reviewing , checking and rechecking my master charge ending 2932 I have found no refund for $ 64.85 (trans # 8002 ) dated 04/22/22. 1:04:03 pm at store number 0571 register 001by Deborah Authorization # XXXXXX. Customer # XXXXXXXXXX I no longer have that master charge . Please have Chicos send me a photo copy of refund reflecting with acct plus the above amount credited and date credit , so I can determine where my missing refund is . I still do not have a refund for that amount. Sincerely ****** ********* **** ******* ************* ********** , ******* XXXXX XXX-XXX-XXXX Business Response /* (4000, 12, 2022/06/06) */ I'm sorry you are not seeing the refund to your Mastercard. I am sending an email to your email address on file *********@aol.com. Due to confidentiality of this information we do not add this level of information to anyone other than the customer. The screenshot being sent to your email address is directly from our banking system and is proof of the refund which was rung 4/22/22 at 1:05 p.m. and settled or accepted by your credit card company on 4/23/22.

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered some clothes online from Chico's website it gave me option to pay the items with monthly installment plan. I chose the monthly installment plan through Paypal. Upon reviewing email and bank account. Chico's charged me full amount as well as taking down payment for the monthly installment. I have contacted Chico's twice through email received no response. I also tried to contact them through chat several times no one customer service rep was available.

  Business response

  05/02/2022

  Business Response /* (1000, 5, 2022/04/27) */ A Specialist will contact ******* to assist with clarifying this matter. Pay Pal offers partial payments to their customers if they sign up for that option and are approved directly with Pay Pal, this isn't a financial agreement between Chico's and the customer. Pay Pal essentially pays Chico's in full so we are not aware or do not see the customer is paying partial payments through Pay Pal. When the customer uses Pay Pal for tender the customer is taken to the Pay Pal domain to choose full payment or partial, this is not a Chico's domain because Pay Pal pays us in full. Pay Pal help line is ************. It will be advantageous for ******* to speak with our Specialist who uses Pay Pal directly for her personal shopping, if there are additional questions Pay Pal would be the next point of contact. We sincerely apologize for this concern. Consumer Response /* (2000, 7, 2022/04/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Chico's need to have disclaimer about Paypal payment process for installments to avoid future confusion.

*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. ↩