ComplaintsforMaurices Inc

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #- OMAW ********* Placed on 12.6.23. I purchased 2 physical gift cards online. One at $35 and one at $15 to equal $50 to also get a Bonus $10 card to use in January. The online promotion for December.The package was delivered from a warehouse in **************. There was no receipt or paperwork and nothing telling me which card had which $ amount on them. I also did not receive the $10 Bonus Card. I had to scratch the *** codes on both of the cards I received-to check balance on the website. Only to find both cards had $0 balance on them, they were never activated!!!Card# *********************** And Card# *********************** I call customer care and spend over ****************************************************************************************************** I get a confirmation email of replacement cards to be mailed-only to find the replacement order is for 2 new gift cards are both at $0 on them. The replacement order # is OMAC ********* I call back to customer care again spending 45 minutes on hold this time for an agent to try and find a supervisor for me to talk with, to resolve this issue. This agent could not locate a supervisor to speak with me but assured one would call me back shortly. He gave me this reference # ******-000316.I did not receive a call back! This agent was courteous enough to give me $10 on my account for the issues.Now the replacement order -OMAC000527822 was cancelled on 12.18.23 because ************* put $0 in for the balance to be applied to each of the replacement gift cards. I am now out $50 and no resolution from ************* after two calls with massive hold times. I am trying to get $50 worth of replacement gift cards issued that are activated. I would appreciate the additional $10 Bonus card as well that was advertised for ordering $50 in Gift Cards.

  Business response

  01/02/2024

  Hello, We were able to connect with the customer and send her  a replacement eGift Card for $75 -OMAC000531355. 

  Customer response

  01/02/2024

   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.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed order OMAW260498048 on December 6. I placed this order of items that showed in stock. A few days later, I received notification that my main order was cancelled due to stock. The second item has showed processing since that time.After waiting and receiving no further update, I searched for a way to contact customer service. I located the text link and opened a chat. After multiple attempts, I received a message that call volume was high and was directed out.I finally gave the correct amount of disruption and complaint to the automated system to be placed on a que for the care team.After holding for 45 minutes, I explained the issue to someone. I was informed that I could only cancel within 30 minutes and that stock numbers were not available to them.Laughable since you must hold for over 30 minutes to reach someone. Also the website showed items available and allowed the order. When I brought this to the customer service rep, he reported that he would relay my complaint.I asked for a way in which I could relay the complaint of what I perceive a dishonest practices and a scam to avoid cancellations. The customer service rep declined to answer.I then searched the internet for contact information and complaints. As I suspected, contact information was difficult but complaints were numerous. When finding an email and sending complaint, I received notification that the email server blocked my request.All I would like to do is cancel an order on an item that you apparently do not have and discontinue my relationship with this store.

  Business response

  12/18/2023

  Thank you for reaching out to maurices.com

  I do see that you had two items in the order listed above. I see one item was cancelled (boots) due to inventory and one item (Coffee and Chaos Tee) has shipped. 

  If you have not received the shirt, I would be happy to assist you in a refund for that item. 

  Thank you, 

  maurices

• Initial Complaint

  10/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order online and paid for it and now they have cancelled my order saying its no longer in stock. I can order them again at 4 times the original price. They refuse to honor the original order I placed and the price I paid for them. There store can even order them and have them in a couple of days. This is switch in pricing after placing order

  Business response

  10/12/2023

  Hello, 

  Thank you for reaching out to maurices.com.

  I do see an order from 10/1 OMAW251264833 is available for store pickup.

  I do see another order from 9/25 OMAW250726969 with two canceled pair of jeans. I do see you contacted our **************** Team on 10/1 in regard to the canceled items, I did also see that they offered you to contact our team, and we would reorder the items for you at the discounted price due to the length of the denim you originally ordered being out of stock. 

  Order OMAW251264833 has a 25% off discount applied by our customer service team on 10/1/23.

  Thank you, 

  maurices

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on 9/14/23 with maurices.com. I received two out of my three items. The third item has been "pending." I reached out to customer service via email on 9/21/23 to have my item that is clearly backordered/not in stock cancelled. When I placed the order, it showed in stock and no one from Maurices has ever reached out to notify me of an inventory issue with the item (Vintage Lace Simple Strap Bralette item #******). I spoke with an extremely unhelpful customer service rep named **** today (9/25/23) who refused to cancel my item that is still "pending" and not in stock. I asked for a supervisor in the chat, she refused to send me to one. Just repeated that she couldn't cancel the out of stock item because it has been more than 30 minutes since I placed the order. The customer service is horrible and the practices are extremely shady.

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased items from the company online on 11/14/2022. The Order #:OMAW218001235. The total purchase was $932.40. I kept part of the merchandise but made two returns. One return was for $611.41 and the other was for $69.23. After some time I had not received a return balance to my credit card. When I called they told me that since the card number security code had changed because the credit card company updated the card, they were not able to return it to the card but I could have store credit or they could pass the info onto the corporate office and a check would be mailed to me. More time goes by, I call again and they say there was an error on the address to send the check. They correct the address and say it should be in process. I have made multiple phone calls and still have not received a check. The reference number for the phone calls is 230825-000878. I would like the check to be processed an received for both orders.

  Business response

  10/17/2023

  Hello, 

  Thank you for reaching out to maurices.com

  I was in contact with our accounts payable department, and they show that a check was requested and mailed on 9/20 for the amount of $674.69. The check was mailed to: 

  PO Box 673 **********
  ********** 87315

  If you have not received the check, please let me know so we can void the original check and have a new one mailed. 

  Thanks, 

  maurices

  Customer response

  10/18/2023

   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 received the check. Thank you. 
  

  ************************;

   

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order however it was canceled by the company. I called customer service and waited for 30 minutes on hold. The representative was very nice but had no explanation for why it was canceled. He then stated I would be issued a refund for the order via and e gift card. I waited a week and received nothing. I emailed customer service and waited almost 8 days for a response. I was told that the money was back on the original gift card I had to used to make a purchase, after talking with SEVERAL customer service reps. **** to use the card and still no money has been refunded. I tried to call customer service and again was on hold, this time for 45 minutes. I hung up because I don't have that kind of time to waste. Sent another email and NOTHING. I just want my money back!!!!

  Business response

  02/09/2024

  Note: The following email was sent to Liv by ************************* on 8/30/23:

  Hello Cecyl,

  Thank you for contacting the maurices CARE Team! I would be happy to assist your concern regarding your gift card refund today. I deeply apologize for the frustration and inconvenience waiting on your gift card has caused you, and I am happy to take care of this for you. I am reissuing you the gift card as you did not receive it, plus an additional $10 for the inconvenience this has caused you. The order for the e-gift card has been created for the amount of $35. You will receive 3 emails regarding this. The first email is the order confirmation. The total will reflect as $0 on the order confirmation as you are not being charged for the gift card, and is not a reflection of the value of the card. The second email will be the confirmation email that the gift card was sent. The third email will be the gift card itself with the card number, pin, and barcode.     

  Thank you for being a loyalty member! You currently have 40 points and you are 60 points from your next reward. Points earned from purchases are pending for 7 days, then become active.  Once the points are active, they will convert into reward certificates within ***** hours.

  If you have any further issues or concerns please let us know. We can be reached at **************. Any of our Customer Experience Professionals will gladly assist you. Thank you for shopping at maurices! We look forward to shopping with you again soon. Have a wonderful day!

  Customer response

  02/09/2024

   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.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Having previously contacted the vendor regarding a refund due since June, I still have not received a refund. Items purchased were received by *******'s on June 23 at 12:59 PM at their **********, ** location, tracking number 1Z972R099028845047, shipped by **** *******'s system does not allow for copying inquiries you have sent on their online form, does not have customer service email, and personnel does not know the reason for the delay. The order number is OMAW239470620, and included three blouses all of which were returned, completing the order. Two were sent back unopened on receipt. Total charged for the order is $65.97, paid from my account via online.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Maurices has put unauthorized charges on my credit card and refused to acknowledge, stop, or correct the issue.On 7/10/23 I placed an order for 4 jeans and 3 hoodies. 1 hoodie was cancelled at check out. So, order OMAW243576992 was placed for $110.52 for 2 hoodies and 4 jeans.On 7/11/23 I was notified that Maurices cancelled 2 hoodies on me. My new order total is now $90.39. I called and also did two online chats to cancel my entire order due to this. I was given in writing that my entire order was cancelled for me and that my credit card would not be charged. A few days later the pending $110.52 charge fell of my credit card.A few days later two jeans arrived at my home from the cancelled order.On 8/1/23 Maurices placed a pending charge of $62.99 on my credit card. I did not authorize any charge from Maurices. I called and spoke with customer service and they have no record of this $62.99 charge. I later went to the Green *** Twp, ** location and spoke with Manager *********. She called customer service and they told her that ********************** charged my credit card $45.19 on 7/15/23 for 2 jeans that were shipped out. Again, I cancelled this entire order which I have in writing. There was never any charge to my credit card for $45.19 on 7/15/23. I left the 2 jeans that were shipped to my house with the Manager of this location, ********* at 4 pm.On 8/1/23 I also notified my credit card which is through *********** of this situation. They confirmed that the original pending charge of $110.52 fell off and did not post. They confirmed that Maurices did not charge my credit card $45.19 on 7/15/23. They also confirmed that Maurices has a pending charge on my credit card from today for $62.99. I informed *********** that I did not give authorization to Maurices to charge my card. They told me that if Maurices does not remove this pending charge they will dispute it on my behalf. They have also placed a block on my card so Maurices can no longer access my credit card.

  Business response

  08/07/2023

  Hello, 

  Thank you for contacting maurices.com.

  I have looked into your concern, and I have reached out to our customer service team to review. I have also consulted with our Sales Audit team as well.

  It does appear our customer service team has asked multiple times for more information to be able to assist you, you have not provided that information, in order for us to be able to look into and resolve this issue for you, we need to see proof of the charge, as well as the last 4 digits of the card being charged. You do not need to provide any personal information, but we do need a screenshot, showing the charge coming from us. Until we are given the proper documentation to assist you, we cannot resolve the issue. 

  If you could please provide the above, we will work with our ********************** to get this resolved for you right away.

  Thank you, 

  maurices

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I did an online order on 7/6 . I made it ship to store after a week it said it shipped it never was picked up by the carrier after another week I contacted Maurices after a 2 hour call they said they would refund me this was on 7/22 still no refund I contacted them again on 7 /29 still no refund this is unacceptable they need to be reported

  Business response

  02/09/2024

  Note: Actions taken-

  Hi Team,        

  Refund for order number: OMAW243288487 has been processed thru appeasement on 07/23/2023 in the amount of $14.95 before tax. Up until now refund isn't reflecting when check in Payment Transaction in search tile. Please send to OMS for confirmation.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contacted *******'s upon receiving my credit card statement and noticed 9 orders that returns I made were never refunded to my *******'s CC. Upon noticing this I looked into other returns ************** 1 other order that was returned back on 4/26/23 that was never refunded. I called the company and was on the phone with the operator for more than 2 hours, I was told that the first 9 returns were all received but never processed, I was told that she processed all of these returns that it will take 3-5 days to appear, I would receive an email confirmation for all 9 within 10 minutes, (2+ hours later) I have yet to receive those. The 1 return that I made back in April I am being told by ******* (supervisor) that because it is past the return time frame that I will receive a gift certificate, I told her that was unacceptable as the items were returned on time and I want my money back. ******* also told me that the company is behind with returns, she apologized profusely, having to call them for 10 orders totaling $435.10 is ridiculous. How many orders have I sent back that were not refunded? Unbelievable! The way this company handles returns is absurd, how many other customers have not caught this, I want all 10 of my returns processed for a full refund immediately.Order OMAW240720749 Tracking #1Z972R099010877537 Refund $74.84 Order OMAW241610361 Tracking #1Z972R099027575760 Refund $17.23 Order OMAW242888917 Tracking #1Z972R099024917600 Refund $45.61 Order OMAW236706297 Tracking #1Z972R099025872817 Refund $33.41 Order OMAW243312973 Tracking #1Z972R099003008560 Refund $40.90 Order OMAW242308187 Tracking #1Z972R099016901525 Refund $69.87 Order OMAW240720749 Tracking #********************** ****** Refund $18.29 Order OMAW241610361 Tracking #1Z972R099008643150 Refund $19.03 Order OMAW238128272 Tracking #********************** ****** Refund $12.88 *TOLD the above 9 were PROCESSED, below is NOT processed.Order OMAW234164204 Tracking #1Z972R099017906313 Refund $103.04

  Business response

  02/09/2024

  Notes: *********************************** left the following private message on 07/31/2023 at 01:27 PM. I contacted the customer back to let her know our policy has been updated from 90 days to 6 months. I apologized for the misinformation. I also let her know that we have a delay on refund emails being sent. Once the system updates, she will be sent a email. I offered the $25 again and she declined. She already cancelled her MCC and reported us to the BBB due to her having to call for refunds. I told her the refund will be 3-3 business days.

  OMAW234164204 ****** successfully refunded 7/31/23

  OMAW240720749 ****** successfully refunded 7/31/23

  OMAW238128272 ***** successfully refunded 5/13/23

  OMAW242308187 ***** successfully refunded 7/31/23

  OMAW236706297 161.49 successfully refunded $128.08 on 5/8/23 $33.41 on 7/31/23

  OMAW243312973 40.90 successfully refunded 7/31/23

  OMAW241610361 $36.76 successfully refunded 7/31/23

  OMAW242888917 $45.61 successfully refunded 7/31/23

   

*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. ↩