ComplaintsforThe Children's Place Retail Stores, Inc.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I order a package on August 7, 2024 and paid for over night delivery. I have not yet received my package, I called ******, whom deemed my package as lost and gave make a case number *********** I than reached out to Children place 3 days straight on the 4th day a representative told me to call the next day to receive a refund and I did so, however than I was told I was not able to not receive my refund. I am a single parent and I have to spend bill money to get my daughter her uniforms that I already have purchased.

  Business response

  08/22/2024

  
  We are sorry for the disappointment you experienced with your order #**********. Our records indicate that the order was shipped on 8/8/24; however, there are currently no tracking updates from the carrier. We believe the package may have been lost in transit. At this time, we are processing a refund for the order back to the original form of payment. Please allow 3-5 business days for the credit to post to your account. If you paid with a gift card, please allow 2-3 weeks for a replacement gift card to be emailed to you. We apologize for the inconvenience this may have caused you.

  Customer response

  08/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Due to the way I was treated and spoken to when I placed 5 phone calls in hope to resolve my issue. I work in customer service and I know the importance of resolving an issue in a timely manner. I asked to speak to a supervisor and they never allowed me to do so, I am a single and I was force to spend money that for my bills due to refusing to issuing me a refund after I got a letter from ***** stating the package was lost, the representative did not accept the letter in any way she just didn’t care her name was Christine. That is unacceptable and shows me that do not care about there consumers!
  
  
  Regards,
  
  ******* *****

  Business response

  09/04/2024

  We apologize for the delay in resolving this matter. Our records show the order was refunded on 8/14/24 and the other half on 8/22/24. Please allow 3-5 business days for the refund to process towards your account. We have forwarded your complaint to our management team for review to provide feedback to our agents. We sincerely apologize for the way this issue was handled.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered clothing on Aug 8, 2024, was given a date of 8/12, 2024 to be delivered and the package hasnt even shipped yet the day before its supposed to ship. They do not want to refund my money so I can get my grandchild his clothing for school somewhere else. I wouldnt have purchased the clothing if I had known it would take over a week to get them. Its almost a week and the clothes havent shipped yet. **************** is no help. Id like a refund in full back to my card.

  Business response

  08/16/2024

  Thank you for contacting us with your feedback. We are sorry for the disappointment you experienced. The delivery date provided when you place an order is an estimated date and may change if the order takes longer to process or experiences a delay with the carrier. Our records indicate that the order was placed on 8/8/2024 with the ************************* which may take up to 10 business days for the package to be delivered. We appreciate your patience and understanding with our order fulfillment process. Your feedback has been forwarded for future consideration.
  
  We are glad to see that your order has shipped and is out for delivery today 8/16/2024. We hope that you find everything to your liking and are pleased with your purchase. We thank you for your business and we hope to serve you again soon.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on 8/5/24 for the amount of $62.19. The amount immediately removed from my account and was considered PENDING and being held. My order total was $62.19 and $62.19 was pending. On 8/7/24, The Children's Place charged my card for an additional $48.78. When I contacted the company, they explained that $62.19 was taken from my account as pre-authorization for my entire order on 8/5, but an additional $48.78 was taken from my account because my items shipped separately and therefore they have to remove the entire pre-authorized amount AGAIN ( i was told this is to ensure that I have the funds to cover the purchase, even though the original $62.19 was and is still pending) and if another item ships separately, I will be billed the $62.19 again, minus the cost of the item. The Children's Place has charged my account for $110.97 as a pre-authorization for an order totaling: $62.19 and may do so again if another item ships separately. The customer service representative wasn't helpful. She kept referencing the original $62.19 and couldn't explain why I was charged an additional pre-authorization fee. I asked to speak to a supervisor who could explain. That supervisor let me know immediately that this is the policy, I will have to wait, it's because they need to make sure I can pay for my purchases, call back 7-10 days AFTER my last package is received, have a good day. She refused to cancel my order, she refused to take down my complaint, and just kept asking if there was anything else I needed.

  Business response

  08/16/2024

  Thank you for contacting us with your inquiry. Our records show that your order #********** was split into multiple shipments, and you were being charged separately for each shipment. What you may have seen on your account is an authorization hold for each shipment. Now that your order has been completed, the holds should have dropped off automatically in accordance with your card issuer's hold policy. We show that the only amount charged for the order was $13.41. The charge for $48.64 failed due to a technical issue. You should not see any other charges for the order. 
  
  If you continue to see the authorization holds on your account, we encourage you to contact the card issuer to open a dispute. They can verify that the charge was already completed for the order and will assist you with removing any duplicate holds. We sincerely apologize for any inconvenience this has caused and appreciate your patience and understanding.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid off my closed account on 3.25.24 in the amount of ******. Following that I got a bill and when I inquired about what it was for they said it was a late fee. Due to the way the bill cycle runs I was still charge a late fee since the payment was due the 21st but was paid the 25th. I've attempted to dispute this various times with no true resolve. If the account was still active I can see being charge a late fee but once you closed my account I should not have continued to be charge let alone after I paid the balance I full. Now you are trying to make me pay off ****** for a late fee that I didn't pay after paying a full balance to settle the account. These charges are all late fees. I even called today to try and get some of it taking off which I was able to but then the agent told me I'd get another bill that would have interest on it ! At this point I don't shouldn't have to pay anything because everytime I pay your company there's something else I owe. The account was closed , I paid the balance off there shouldn't be anything following that. So since the agents and supervisors are unable to help I'm escalating this to whomever I can work with to get this taken care of abd removed. I would even be willing to pay the first late charge that started this all but nothing more. Please reach back out to me ASAP so I can settle this matter.

  Business response

  08/07/2024

  Thanks for sharing your concerns with us. We apologize for the difficulties you experienced with your My Place Rewards credit card account. Your feedback has been forwarded to the card issuer ********************* which manages the My Place Rewards Credit Card accounts. This feedback will be used towards improving the service provided to you and all of our valued card-holders. Once the bank has reviewed the details of your issue you will be contacted directly by a representative. We appreciate your patience while this matter is under review. If you have any questions regarding your My Place Rewards credit card,you may contact ********************* Customer Service at **************.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 27th, I ordered items from children's for $135.68 . They placed an authorization hold of $253.37 in addition to the cost of items actually order for $135.68 for a total of $388.05. I understand that authorization holds are a common practice to ensure funds are available to prevent fraud, but to hold almost three times the amout authorized is ridiculous. preventing fraud by holding onto a large sum of money does not show care and value to the customers. Parents are already struggling as they prepare for back-to-school expenses. Engaging in unfair business practices three times over the amount owed and require a 7-10 business day wait only to get funds that I did not owe or spend adds to the burden. Your Business name may be named "the children's place," but it does not reflect a child-friendly approach when you withhold excess funds from the parents. Request refund of authorizational hold amount ASAP not 7 business days as your policy suggests

  Business response

  08/07/2024

  We have sent a response directly to the customers email address as of 8/07/2024. Please check your spam/junk folders for an email response from The Children's Place. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an online order for pick up, order picked up during tax free weekend. Refused to adjust the order to reflect no taxes

  Business response

  08/06/2024

  Our records indicate that order ********** was placed on 7/21/24 and the Tax-free event started on July 26 - July 28, 2024, for the state of *********. Since the order was placed before the Tax-free event began, no adjustment is due on the order. We apologize for the inconvenience this may have caused

  Customer response

  08/06/2024

  
  Complaint: 22058041
  
  I am rejecting this response because:
  
  This order was picked up during tax free event and should be credit the cost of the taxes.
  
  Regards,
  
  ***********************

  Business response

  08/13/2024

  Thank you for sharing your feedback with us. We are sorry for the disappointment you experienced with your store pick-up order. At this time, the Tax Free events are valid only for purchases made during the event dates. Our records indicate that your order did not qualify because it was placed before the event began. We apologize for the inconvenience this may have caused you. To show our appreciation for you as a valued customer we are sending you a discount coupon that you can use for a future purchase. Please check your email inbox for further details. We look forward to serving you again soon. 

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to exchange products with the physical receipt on July 27 at the ***************** in *********** on ********************************* where I had the receipt of the product and I have an account online that shows the order and recipes as well , where I encountered ***** who demanded she go through my checking account to prove proof of purchase where she strolled through my account because my app said I paid via Apple Pay and Apple Pay masks your card info for situations of this sort which was invasion of my financial privacy act where I provided proof childrens place provided for the purchase to get a return & then incorrectly processed the refund so it didnt reach my account . & was very disrespectful and at no point even asked to view my id but went through all my accounts

  Business response

  08/02/2024

  Our goal is to provide exceptional service and if we fall short of that goal, we sincerely apologize. Your feedback has been forwarded to the District Store Manager and we will take the appropriate action regarding your recent visit to our ***************** store location. You will receive a follow-up call from the District Store Manager soon. The Childrens Place values the relationships we have with our customers and hopes you will give us another chance to earn your trust and loyalty.  

  Customer response

  08/02/2024

  
  Complaint: 22054523
  
  I am rejecting this response because:
  I have called the customer service line as well with my issue and they told me as well I would receive a called back from district manager for the store and as of today no one has reached out to me from the store in those regards , not only has my privacy been violated by a regular cashier with no authorization to demand and go through my checking account but the managers of the store has not cared to even reach out to hear my concerns the bbb is my second report filed due to no response from the call made to customer service  
  
  
  Regards,
  
  *************************

  Business response

  08/09/2024

  We have reached out to the *** directly. Please allow ***** hours for a call back.

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had fraud on my account I reported the charge it took a year for the account to be resolved I requested that they cancel my autopay to prevent anymore charges coming out of my account long story short they never cancelled the auto pay and restricted my account to 90 days to where I have yet to be able to shop on this account I keep getting back and forth from customer service I get hung up yelled at etc and I am at that point to where Im fed up not only that they dropped my credit limit from $350 to $100 for no reason Ive never been over my limit

  Business response

  07/25/2024

  Thanks for sharing your concerns with us. We apologize for the difficulties you experienced with your My Place Rewards credit card account. Your feedback has been forwarded to the card issuer ********************* which manages the My Place Rewards Credit Card accounts. This feedback will be used towards improving the service provided to you and all of our valued card-holders. Once the bank has reviewed the details of your issue you will be contacted directly by a representative. We appreciate your patience while this matter is under review. If you have any questions regarding your My Place Rewards credit card, you may contact ********************* Customer Service at **************. 

  Customer response

  07/25/2024

  
  Complaint: 22030965
  
  I am rejecting this response because:
  
  I have tried reaching out and no one has helped me but tell me to wait 
  
  Regards,
  
  ***********************

  Business response

  08/06/2024

  A representative from the bank called and spoke with the customer on 7/29/24 and inform them that the complaint has been forwarded for research and they will be responding via letter.
  

  Customer response

  08/06/2024

  
  Complaint: 22030965
  
  I am rejecting this response because:
  The rep did call and advised me they would investigate and call me in a few days and of course I never got a call back 
  
  
  Regards,
  
  ***********************

  Business response

  08/13/2024

  Thank you for your inquiry. We have received an update from ********************* as of 8/7/2024 stating that a representative has followed up with you by phone to address all of your concerns. If you have additional questions regarding your credit card account, please contact the bank's **************** at **************.
  
  We also show that The Children's Place **************** sent you courtesy rewards on 7/25/2024 for a future purchase. We appreciate your business and we look forward to serving you again soon. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with charter communications, I do not have a contract with comenity mypointsrwd, they did not provide me with the original contract as i requested

  Business response

  07/19/2024

  We are sorry for the disappointment you have experienced with the My Place Credit card. We have forwarded your feedback to ******************** for consideration. Please note that The Children's Place does not have access to make any changes or adjustments to a customer's account. A follow-up email has been sent to the bank so they can review your concern and provide you with an update. We appreciate the opportunity to address your concern and sincerely apologize for any inconvenience this may have caused.

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to make a purchase of clothing for my daughter I was offered to sign up for their rewards card. I asked what it was for I was told just to receive coupons and deals when I shop at their store. But instead of signing me up for a normal rewards card she signed me up for a credit card without my consent. And now my credit score I spent years fixing was damaged by their dishonesty.

  Business response

  07/18/2024

  We apologize for any inconvenience this has caused. Please specify the store where this occurred so we can further review the matter.

*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. ↩