Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received items from Moda Express on June 21, tried on the pants, size are okay, so I wash them in mild baby wash, the blue capris bleed onto the others, so I fill out the return on the website and explain the issue with pictures attached, Moda Express approved the return on June 22. I contacted them on June 27th with tracking info showing they did received the return on June 26. Then today I received the email staying they rejected the return and for me to read the return policy. They saw the items how the blue capris pants bleed onto the other two colors. How can they approve the return and then reject it once they received the return. They only give store credit, but I don't want any contact with them, I want my money back.

  Business Response

  Date: 07/07/2023

  Hello *******,
  
  Thank you for contacting us regarding order #******
  
  Please keep in mind that the returned items are in Violation of our Return Policy.
  Our Return Policy indicates the following:
  Items must be unworn, unwashed, and have original tags attached with no signs of wear, and returned in their original packaging.
  Items must be free of stains, makeup, deodorant, or wear.
  
  The items you have returned are used, washed and damaged.
  The first email you provided to us was on June 27, 2023 asking for the return status.
  
  As a one time courtesy, we have provided you with a store credit of $59.99 which you ahve already used on Order #****** placed today (July 07, 2023)
  Please keep in mind for any future return if the item(s) do not comply with our Return Policy, they will not be accepted.
  
  Best Regards, 
  ModaXpress Support Team

• Initial Complaint

  Date:06/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an item (#******) and when it got here it wasn't what I was expecting. I didn't even try the product on. It has been less than ******************************************************************************************************************************************** else I wouldn't have purchased it to begin with. I already emailed them twice and no response. I do not want the 30 day period to pass because then on their website they state they charge a 15% restocking fee after the 30 day period. They should state all of this to a consumer before the purchase. I want a refund to my original method of payment, NOT a gift card, because I have no intention of ever purchasing from this website again.

  Business Response

  Date: 06/13/2023

  Hello,
  
  Thank you for contacting us.
  

  The buyer reach out to us indicating she wnated to return the item.

  Our Return Policy can be viewed online at any time befre the order is completed at ************************************************************

  Once the buyer reached out to us, we provided the Return Instructions Below:

  Please note as per our Return Policy, Returns are refunded via store credit in the form of a Moda Xpress E-Gift Card. 

  
  You may return the items back for Store Credit. Currently, we do not process Exchanges
  To initiate your Return please visit *************************************************
  
  
  Please see the return instructions below for Order #******
  Ship the return back to us at:
  ModaXpressOnline
  ***************************** 
  BAY G
  *****, ** 33179.
  We suggest shipping with the ***** located at your local post office, or *** if it is more convenient.
  Please note: Customers are responsible for all return shipping charges
  Please include a copy of your invoice with your Return:
  
  Please make sure you read and understand our return policy. Be aware that we do not process exchanges and the following items are FINAL SALE: All sales of accessories, swimwear, bodysuits, intimates and lingerie, and shape wear.  These items will not be accepted for return. Please do not send any of these back as you will not receive credit for them. Please note that you will be responsible for the return shipping costs. Shipping and handling charges are not refundable.
  
  All returns past 30 days after receipt of the item(s) will not be accepted. We reserve the right to refuse any return that does not meet our requirements including any signs of wear, odor, or damage. Please remember that this return policy applies to online purchases only made through modaxpressonline.com
  To read our complete return policy click here.

  If you have any further questions or concerns please feel free to reach out to our customer support team via email at **************************************** or by telephone at ************.

  Best Regards, 

  Customer Answer

  Date: 06/14/2023

   
  Complaint: 20156392
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************************

  I am rejecting this response because this policy of store credit instead of a refund was not displayed to me before I purchased. It is proved with the attachments I am providing. If I would have known it was like that, I would have never purchased. I never agreed to be okay with having my money refunded as store credit. I want my money back not store credit. The item is untouched and not damaged, I should have my money back. 
  Again, I would not of have made the purchase if I was made aware about this store credit. 
  
  Sincerely,

  Business Response

  Date: 06/16/2023

  Hello,

   

  Thank you for the response.

  We regret to know that the buyer did not read our Return Policy prior to completing the order.

  Please note the Policy is provided on the site and can be reviewed at any time.

  The buyer could have also contacted our **************** Team regarding any questions or concerns.

  Unfortunately, none on the steps provided were taken.

  We stand with our return policy as all the information is provided on the site.

  Thank you
  

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20156392
  
  So this company is basically blaming the consumer for their irresponsibility of not stating this policy before the purchase is made. Besides having to pay back the shipping they want me to accept store credit as my refund.  If I were to accept this store credit, when I do buy something I still have to pay for shipping again + taxes. Im losing more money than just getting back my refund. This back and forth with the consumer reflects poorly on this company, since it is being upheld on staying with peoples money whom are unhappy with their products. Which is why they are fighting so hard to stay with my puny 40$. Very unprofessional and this company shouldnt be in business. If my little 40$ is what keeps the company in business and still active, they can keep it. All theirs, as a donation since the product basically will go to a donation center. 
  
  
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned (paid for the return shipping) off an item from an order than was too big. It was a two piece outfit. I only tried on the pants, they were too big and too long, so I returned them. The item did not come with tags, it was not worn like Moda Xpress claims. They said it was dirty because a couple dog hairs were on it. When you own a dog their hair is everywhere even after vacuuming daily. They received the return, 10 days later, email me back telling me they will not issue a credit refund because it was worn, no tags and dirt with animal fur. And they were discarding it at MY OWN EXPENSE. I asked for the item back, asked for my money back to my original form of payment, got neither. I should be able to keep the item at the very least if they wont accept it as a return. I have spent well over $250 in the last two months with them and when I return something that came in a previously used condition, when they receive it back, probably for the second time, they refuse to issue a credit or let me keep the item. I want my money back for that one item $31.89 ($29.99 plus $1.90 tax). They are basically stealing money from me by not refunding me or letting me keep the item. I want a full refund to my original form of payment or for them to ship the item back to AT THEIR OWN EXPENSE since Ive alert paid twice for the shipping of this item (to me and back to them). I wish I came here and saw how many complaints Moda Xpress had against them-I wouldnt have given them my business to begin with! Ive seen their ride, unprofessional replies to complaints and Im not interested and will not read if they reply with the same type of response. I only want my money back or the item back at their own shipping expense. Anything else is just noise. And I will be telling ALL my friends and family and reviewing on other platforms so everybody I know will not do business with these scam artists. I want the refund to MY ORIGINAL FORM OF PAYMENT NOT a credit if they refund me.

  Business Response

  Date: 06/08/2023

  Hello,

  
  Thank you for contacting us regarding the complaint filed by ****************************
  
  
  The "complainant" placed an order with us (Order #******) on May 10, 2023.
  However, she initiated a return for 1 item (Return RMA1490814)
  We received the returned item with the return tracking number: 9534 **** **** **** **** 55
  
  
  Unfortunately, the item Corset Crop Top & Wide Legged Pants Black (2 PCE SET) SKU: 40624Y_TP10533CBLACK-L (Cost $29.99) was in violation of our Return Policy.
  The item showed signs of wear and was covered in Animal Hair/Fur.
  
  
  Our Return Policy clearly indicates the following:
  
  Items must be unworn, unwashed, and have original tags attached with no signs of wear, and returned in their original packaging.
  Items must be free of stains, makeup, deodorant, or wear.
  We reserve the right to refuse any return that does not meet our requirements including any signs of wear, odor, or damage.
  We contacted ************ and informed the item was in violation of our return policy therefore it could not be accepted.
  We asked her to provide a return label to ship the item back, otherwise, the item would be disposed off at her own expense.
  
  
  It was explained to ************ that animal Hair no matter if it was "a couple short dog hairs" as she described it was a risk to the public health as it can cause issues around allergens, and sanitation even when intentions were innocent.  
  That said, we compromised on covering the return shipping cost and returned the item back to her with **** Tracking Number: 9405511206207050288113
  Based on the tracking information, it is expected to be delivered tomorrow June 09, 2023.
  
  
  If you have any questions or concerns please do not hesitate to contact us at ************
  
  
  Best Regards, 
  
  
  ModaXpress Support Team

  Customer Answer

  Date: 06/10/2023

   
  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,
  
  ***************************