ComplaintsforCarter's Inc

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I made a small purchase and ordered a check from my bank but apparently it was never withdrawn. I received another bill and explained the situation to customer service and made the payment of ***** with the understanding that I would not receive a late fee charge. Then I received another bill for balance of ***** and made an ontime phone payment in full and cancelled my credit card because of the challenges I was experiencing with their billing department. Most recently I received yet another letter threatening me to pay ***** despite not making any purchases. I called customer service and requested an itemized list of my purchases. After being transferred to several agents I was told that the ***** was a late fee despite them previously agreeing to drop it and was hung up on,

• Initial Complaint

  06/14/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I placed a order a month ago and still haven't received it.

  Business response

  06/26/2024

  Consumer Affairs apologized to the consumer and offered assistance in locating the order. We were unable to locate an order using the customer's name and email address so we have reached out to the customer for this to be provided. Once received we will further assist the customer with a resolution regarding their order.

  Customer response

  06/27/2024

   
  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

  05/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have a Carters credit card and paid off what I owed. I made some purchases and my balance was $136. I made a payment of $60. I then made a payment for $112. I received a balance in the mail of $3 for interest charges and I explained to customer service that I had paid off my card in full. I told them I wanted to cancel my card. I was told it would be a $9.80 processing fee to pay off the $3 balance and be able to close out my account.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am urgently contacting you regarding the inaccuracies found on my credit report due to the sharing of my personal information with credit bureaus. This has caused significant financial and emotional distress.As stated in 15 USC 1681 Section 602, I affirm my right to financial privacy and expect my information to be treated confidentially.Furthermore, under 15 USC 1681 Section 604(a)(2), a consumer reporting agency cannot disclose account details without my explicit consent, which I have not given.The discrepancies associated with CCB/CARTERS have negatively impacted my financial standing and require immediate correction.I also emphasize compliance with 15 USC 1666(b), which prohibits creditors from treating credit card payments as late under specific circumstances.Below are my account details for your reference:Account Number: ****************I urgently request a thorough review of my account, immediate rectification of the credit report inaccuracies, and strict compliance with federal laws governing my information.Failure to address these concerns promptly may result in legal action. Your immediate attention to this matter is appreciated.Sincerely,*****************************

• Initial Complaint

  03/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address the distressing discovery that you have been sharing my nonpublic information with credit bureaus, resulting in inaccurate reporting on my credit profile. This violates my privacy rights under 15 USC 1681 section 602 and 15 USC 1681 Section 604 A Section 2, which mandates written consent for such actions.Your inaccurate reporting, including incorrectly labeling timely payments as late, has caused significant financial and emotional distress. I demand immediate corrective action and cessation of unauthorized information sharing. I also seek compensation for damages incurred.Please rectify this matter promptly. My account number is ****************

  Business response

  03/22/2024

  The customer's credit card for ******************** is held by ****************************** Any complaints about the Carter's credit card will need to be address with the bank. We are sorry for this inconvenience. The bank's customer care line is **************. We have also forwarded this complaint to our partners at the bank. 

• Initial Complaint

  12/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Had placed orders for several years with Carters to be shipped to Native American Reservations. In 2022 five orders shipped to ********** totally disappeared. They got to ******, ** and *************, **. Then tracking on all orders showed 'delayed.' (Delays not disaster or weather related.) Then all orders totally disappeared, no further tracking, no delivery. Eureka had the most instances. All clothing items were addressed to verified addresses on a Native American Reservation. Carters was notified by phone call and e-mail of the lost orders in late 2022 and early 2023, and advised of loss of at least $776.00 in merchandise. I spoke to several female customer service reps in early 2023. The first cancelled several pending orders. The second went into all on-line orders and entirely removed all tracking information. Over 6 months later I got an e-mail advising I needed to prove that the orders hadn't been delivered. I obviously couldn't do that as they had removed the entire tracking history for ALL orders. I recently contacted them again, advising I was going to file formal complaints as the matter hadn't been resolved. They immediately sent an e-mail within **************************************************************** missing orders. Bottom line: Orders, if shipped, never arrived at the designated destination. They disappeared. Carters got my money, all the children and I got was stress and frustration on top of financial loss.In addition, Carters was advised this has happened to other people whose packages shipped through Crescent City and Eureka, particularly Eureka. I believe the shipper was United Parcel. I know the same thing had happened with packages from Amazon, Wal-Mart, and Target. They get to Eureka, are delayed, then disappear. The problem with Carters is that they not only denied non-receipt, they removed all tracking information so I can't prove what I'm contending. They manipulate situations, lie, and commit fraud.

  Business response

  01/02/2024

  Consumer Affairs has responded to a few emails since by the consumer regarding this issue, asking for the order numbers on the affected orders. To date, we have not received a response back with the order numbers. *** does remove tracking history after 45 days and **** removes their history after 120 days. Carter's does not control the removal of the tracking history. We are showing 2 orders in February 2023 were refunded in full, 3 orders cancelled and 10 orders showing they have been delivered. If the customer can provide us with the order numbers on the affected orders, we would be happy to further investigate and assist with a resolution.

  Customer response

  01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First of all, I had a prior account, which totally disappeared.  Second, the minute I brought up the matter of the 5 missing orders, tracking information was removed and all orders came up as 'processing' on line.  They weren't.  It wasn't after 60 days, or 120 days that the tracking information was removed.  Carters IMMEDIATELY removed all tracking information when I contacted them about missing orders and reference tracking proof.  Third, it took them well over 6 months to contact me previously, there were NOT any previous e-mails or contact in any form from Carters. At that time they were investigating.  Fourth, when I contacted them just before the end of the year (2023) they shot out a 'form' e-mail saying they couldn't see any problem(s).  Fifth, I believe they shipped by other carriers than just UPS.  Sixth, the only attempt to work with me was received via e-mail on January 1, 2024, asking if I'd received two refunds, which I am in the process of looking up, and will get back to them on.  THAT WAS JUST YESTERDAY!  

  This is what they do.   I had 5 orders totally disappear, coats and warm items small, needy Native American children desperately needed.  The tracking showed up normally until the packages reached the delivery hub next to the reservation.  (Eureka). Then a delay notice appeared in the tracking history.  After that there was no tracking, and none of those 5 packages were delivered. 

  That happens tp various shipping companies and their customers in that area, and is a problem with UPS.  NOT WITH ME.  Moreover, all of the other companies this has happened to saw and acknowledged what happened.  None of them blame the customer; fabricate contacts never made; and treat their long-time customers like Carter's do. 

  ****** employees lie and are committing fraud.  The numbers of people complaining on the Internet backs up what I'm saying.  I was in Internal Affairs in ATF - I worked with laws, regulations, agents and lawyers, and I know what I'm talking about.  Dozens and dozens of mistreated customers cannot all be wrong.  

  Michelle DeBussy

  Business response

  02/28/2024

  The customer provided Consumer Affairs with a couple order numbers. We have issued a refund for these orders. Due to the age of the orders the refund arrived in the form of gift cards. The customer stated she does not want the gift cards so we are working on getting her card refunded. We have confirmed that all orders show on her online account and none have been removed. 

  Customer response

  02/28/2024

  Not satisfied and not resolved.

  After what they pulled last spring in retaliating by blocking pending orders after complaints about non-receipt of packages, then saying I hadn't been responsive in replying - (lies) - I told them I'd never place another order with them. 

  Their response was to recently issue credit coupons I can't use.  I no longer am in touch with the individuals the missing packages had been sent to.  I can't use credit coupons.  Plus they JUST issued the alleged coupons, they have the numbers in their files. I don't need to supply them back to them.   

  But once again they are making it about me (the long-time customer.)  Their tactic in throughout this matter has been to blame me for delays and being non-responsive.  That's blatantly untrue. I didn't pay in coupons - charges were made against credit cards. Those cards are where the money needs to be returned to.  I've told them several times I won't accept credit coupons.  I CAN'T USE THEM!  

  This matter won't be resolved until they refund the full amounts back to those respective credit cards.

  They are saying I have to supply them with the serial numbers on the credit vouchers they supposedly just sent me within the past week. They have those numbers in their files and records - THEY ISSUED THEM.  And I refuse to jump through their hoops or jump over their roadblocks which are designed to wear people down.  That won't happen with me.  I can't afford to lose that much money.  And I've spend enough time trying to resolve this.  They delayed and waited to make contact until the tracking information - the proof - had been removed.  Months later they finally contacted me, wanting proof they knew had been removed.  Now they are saying it's too late to issue refunds.  That isn't.  They deliberately delayed replying and responding.  But they tried to blame me.  Doesn't work!  

  Issuing useless coupons is just more proof of deliberate delay(s), and of blaming the customer.  That is what they do, and how they operate.  They ignore or blame their customers.  

  All they need to do is refund the full amount(s) back to my credit cards.  It's simple.  It's fast.  It's the right thing to do.  I can't and won't use credit vouchers or ever place another order with them, especially as their packages disappear enroute.  That has been made clear several times. Plus, again, they have those voucher numbers in their files and e-mails.  THEY JUST ISSUED THEM!  

  Carter's is the problem, not me.  AND THIS MATTER IS NOT RESOLVED.

  cc:  Files, media.  2/28/24

   

   

   

   

   

   

  Business response

  03/08/2024

  As explained to the customer, the gift cards are automatically sent due to the age of the orders and had to follow process to refund the orders and ensure her original payment method could be refunded. We have submitted a request to accounting to have her original payment methods credited. It can take up to 14 business days for accounting to receive the case, initiate the refund and for her bank to apply the credit back to her account. We have stated numerous times to the customer that ******************** cannot remove tracking information from **** or ***** website. They have their own policies regarding tracking numbers. All orders show on the customer's online account and no orders have been removed. We apologize for her frustrations, while we can see her orders, we do not have a way to know which ones she had issues with, without her providing the necessary order numbers. Again, the 3 order numbers provided have been sent to accounting for the original payment methods to be credited. 

  Customer response

  03/09/2024

  More lies.  The order numbers where orders never arrived at their destination were submitted a number of times to Carters.  At least seven times to various customer service people then subsequently to others after they started to take this seriously, finally reach out, etc.  If they initially hadn't had the information they wouldn't have cancelled a number of pending orders.  They just didn't want to hear it, and instead of acknowledging and fixing the problem, they attacked and cancelled orders.  They are still attacking, trying to make me look unresponsive, saying I hadn't supplied information, etc.  That is what they do.  *****, ********, lie.  

   

  They couldn't have issued credit vouchers on orders if they hadn't been supplied with the order numbers.  

   

  They are simply jerking customers around, prolonging resolution, etc.  I never told them I couldn't see orders or the respective amounts, just that they waited until the TRACKING had been removed to get back to me - a gap of over six (6) months.  

   

  This matter is not resolved until the money is received back to the respect accounts.

   

  Message received 3/9/2024 and responded to at 1:45 PM on 3/9/2024.

   

  *******************************, *************, **.  

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The problem with this credit card that reporting is I do not use it very often had the card since 2020 and paid bills on time never had an issue once charge a late fee due to no fault minds and was credited back here now opened card back up and use it again as of February 2023 the first payment was due on March 2nd which wasn't aware of due date until search account on 5th reason it paid late I didn't realize the due date and pay it on 5th afterword I was charge ***** late fee now again here it is April 3, 2023, now making another payment which is due on 2nd Due to honest mistake not utilizing the card often and having multiple monthly bills thinking this bill due on 3rd of the month now they charging another late fee for being one day late I contact the company explains honest mistake they refuse to at least credit back one of the late fees charged or both also change the due date to later day to avoid this happening again within two months been charge the twice late fee-paying unnecessary out pocket expense of ***** the company management refuse to honor resolution something should been done as loyal customer seeking resolution pertaining to mistake overcharge for late fees.

  Business response

  04/12/2023

  Carter's Consumer Affairs has reached out to the customer to help resolve this situation. 

• Initial Complaint

  06/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I no longer want to receive emails from this business and hit the unsubscribe button probably in late Apr 2022. I keep receiving their emails, and repeat unsubscribing request probably in mid May 2022. No thing got changed so I determine that this is business that I would not trust so I even contacted their customer service to request being unsubscribed and my account to be deleted from their system. The representative said he put in the request for me. Now it's Jun 2022, and I am still being bothered by their advertising emails.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company was having a sale on their underwear and socks where they were marked down up to 70% off and they were also buy one, get one free. I placed an order on 5/11/22 after spending a lot of time trying to figure out what to order. On 5/12/22 I got an email saying I may have received another email about items in my order being cancelled (I hadn't) and that they were offering me 20% off. On 5/13/22 I received the email that my entire order had cancelled...all items.... because they sold out which they were not sold out of so they lied. When I called customer service on 5/13/22 to find out why they told me it was a glitch in their system and that the items were in stock and I could place a new order. That is absolutely terrible customer service to not honor their mistake! I spent $40 originally and now, today, with the prices that aren't as significantly marked down nor are they BOGO I would have to spend $197 to get the same items. AND, when I put in the code they sent me to use to get 20% off it says I need to add $.01 to my cart to get the 20% discount. I'm extremely frustrated by the lack of customer service making this right.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Ordered product online and carters canceled the order stating a pricing error after I received a confirmation email for my order.they also stated they sent me a cancellation email to which I have not received. I would like delivery of the products I ordered at the price I paid.

  Business response

  06/17/2022

  Consumer Affairs apologized for the inconvenience. It appears the order included items that was erroneously priced. We have proceeded to cancel the items and the customer was not charged and was provided a discount for a future purchase. 

  Customer response

  06/17/2022

   
  Complaint: 17197251
  
  I am rejecting this response because:

  It is not my fault that the product was not priced correctly. The customer service representative I had spoken too had advised that some orders were being filled but not all. Once I called her out on that she back tracked knowing she made a mistake in telling me that. I saw many people online stating that they received their product at the discounted price. Not filling an order due to their mistake in pricing is against the law. If something is priced at a certain price and the customer wants to purchase it stores are supposed to honor that price. I WILL NEVER SHOP AT CARTERS AGAIN. The business has completely lost all of my business.

  
  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. ↩