ComplaintsforAshley Stewart
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Complaint Details
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Initial Complaint
08/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Consistent problem with the bill lining up with returns. Ashley Stewart partners with ************* for their credit card. I received an email from Ashley Stewart stating my items were returned, but my bill doesn't line up with the returns. The September 2024 statement reads I owe $229.93. All items were returned, with the exception of one blouse that I kept, marked at approximately $35, but the Comenity representative states I owe $69.38. When I ask for an explanation, I'm told call Ashley Stewart because they only bill according to what Ashley Stewart reports. When I call Ashley Stewart, I speak with an overseas representative who lacks conversational English skills. She could not answer my questions, and when I ask for an **************** she states no one is available, they are in a meeting with supervisors; lack of employees, etc. The situation has happened several times in the past. That is, my returns are not appropriately reflected on billing statements, or what I'm told by phone. Also, instead of being charged upon receipt of the order, Comenity immediately charges when you place the order, which shortens the standard return policy of 30 days. The allowance contributes to the issue surrounding statements that reflect the wrong charges.Business response
09/10/2024
Hello, The customer (*************************) reference Order number P102972071 | the customer returned 5 items out of 7 items she ordered. Shipping fees are non refundable.
When using our prepaid label or printerless code $10 will be deducted from your return total.
If the customer has any questions regarding her billing statement, they should contact. Ashley Stewart Credit Card Billing / Payment Inquiries:
at Toll Free: ************ and dispute the charges.Thanks You!
Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased 5 dresses at a price of ******. The purchased was made on July 2 post office said it deliver it on Sunday July 7. I did not receive the package. I call them Sunday the 7 the office was close I call them Monday the 8 and they told me to call the post office and wait 10 days and call them back. I did both and now they are telling me to wait 15 more day. They have been giving me the run around all day.Business response
07/31/2024
Hello,
Customer Order number ********** - **** tracking 92612909856933571040127496, **** review and investigated the information the customer has provided.
According to **** the customer package was scanned and delivered as addressed on 7/7/2024 according to their tracking records, but the customer stated did not receive it.
AS of OTC, We have issued a full credit on 7/31/2024.
Thank You!
Customer response
08/02/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***********************************Initial Complaint
07/15/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased 7 items on June 16, 2024, with Order No. P102893108. The online returns process has recently changed. Initially, I successfully processed a return for 4 of the items. However, when I attempted to add an additional item to this return a couple of days later, the system did not allow it.As a result, I had to create a new return request, which led to being charged twice for the return fee. To resolve this, I canceled both returns to consolidate them into one, but then not all items appeared as eligible for return.On July 5, I explained the situation to a representative via chat, who informed me that a ticket would be submitted to address the issue. I received a confirmation email indicating that I would be contacted within ***** hours.Today, knowing that my return submission deadline is tomorrow, I called to rectify the situation. Unfortunately, the representative I chatted with did not review the previous chat and offered no assistance or resolution.I simply want to return my entire order for a full refund without having to navigate these issues each time I need a resolution.Business response
08/13/2024
Hello, On 7/25 & 8/13 - We have contacted to the customer to resolve this issue, but no response, left a VM message to return my call. Thank You!
Customer response
08/13/2024
Complaint: 21990238
I am rejecting this response because: they have lied. No one called me. I ended up calling back to customer service only to recieve rude experts threatening to hang up on me. I finally got a manger who sent me a return label and I mailed the clothes back the same day and I still have not recieved a refund.
Regards,
*****************************Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In my opinion the company uses discrimination towards women of a larger statue, I was told that because what I purchased online was larger than a 26 it would need to be shipped back to the company, However any item under a 26 they will take it back in store.Business response
06/26/2024
Hello, We will contact the customer regarding the product. Thank you!Customer response
06/26/2024
Complaint: ********
I am rejecting this response because:
Regards,
****** ******Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On May 11th, 2024, I placed an order with Ashley Stewart #P102788247 For $113.99. I purchased a Cozy Couture Mom Pajama Set and some other items. I received my order on Wednesday, May 16th I received my order, and I tried on the pajama set, but it was too small even though I purchased it in my size.I called Ashley Stewart **************** this morning and informed them that the pajama set is too small, and I would like to return it. I was told that I had to pay $10 to send it back. I asked why I had to pay to send it back it was too small. The representative started talking about buyer remorse and I told him that wasn't the case I like the item and that is why I purchased it. It's not my fault that the Pajama set doesn't fit, I asked to speak with a manager. The manager wasn't any help at all and was telling me what I already knew. I don't think that it is fair that they charge a customer to send an item back when you charge to ship the item, so you are getting paid twice. I have been a loyal customer of ********************** but after today I will search for other places to buy clothes.Initial Complaint
04/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 04/05/2024 I placed and order with express shipping for an outfit for a funeral on 4/09. The package was set to arrive 4/06-4/08. Upon checking, the order still had not shipped by 04/06. I contacted customer service and asked them if it would be shipped in time. The customer service agent said it was still processing! I asked the cancel the order since it wouldnt arrive in time. He said no. I am very upset and feel as if I was mislead. $28 for express shipping when the dress I purchased was only $34. I really feel scammed and I am disappointed they treat their customers this way. I even explained my situation and my need for it being for the funeral and the customer service agent felt no remorse and offered no solutions. I definitely will never give my business again due to the lack of service. They also shouldnt put shipping dates that they cannot deliver.Business response
04/17/2024
Ashley Stewart customer order number **********, Customer return the item, We offer free shipping and 15% off on her next order. Thank You!Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I placed an order on 12/2 and it was for standard shipping, normally, I would upgrade shipping but didnt this time because I knew I would have it iin enough time. On the 7th I got an email that said my order shipped. Shipped meaning it is on it's way! I checked tracking and it said I would have it by the 15th. It changed from the 15th, to the 19th and now it is saying the 20th! On Friday I spoke with someone and was told I could only get my shipping back after I receive the package to call back! Today the shipping changed for the 4th time, the item has not been picked up and all I wanted was my money back because I got to get it somewhere else. I was told that it couldn't be canceled even though it has not been picked up yet! Why is it that my money was gotten and it takes 3 weeks to get it back when there is a refund and an order cant be canceled especially when it is the fault of the company when it has not shipped. I will be calling my bank and because of this experience, as loyal as I was to Ashley, I'm done with them!Initial Complaint
10/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order #P100396856, On or about 8/16/22 I was on your website looking to order clothes for a vacation. I noticed that you had an offer that if you apply for the **** you can receive 20% I applied for the card and was approved however the website never routed that information to my cart so that I could check out. I called the ** and was told that they do not have a way to apply the 20% nor do they have my new CC information so I could enter it and check out I would just have to wait until the CC came in the mail with 20% off coupon. After a week I checked back and the size I preferred was sold out and at the time I didn't want to risk not getting the items so I called back again and spoke with the **R and told them my issue and at that time they apologized about the "website" issue and if I wanted they could take the order over the phone now and she would give me 15% off but she didn't have the code for the 20% I could pay with another card now and wait on the 20% off coupon and call back and they would give me a refund for the 20%. I waited another 3 days for the card and decided I better not wait and paid the full bill over $400. Early Sept..I received the card and called back to get my discount on that order. The first call the ** person told me that someone would call me back. Never happened I called again 9/25/22 and the **R tried to refund me the 20% but couldn't so again I was told someone would call me back however, I instead received an email telling me that this was not possible and that I would need to place another order to get 20% off. I don't believe that this was a fluke...I believe that both **R were aware that I wasn't going to be able to call back and get any discount on that initial order like your advertisement said on the website. I believe it is a scam to get potential customers to apply for cards and never get the discount. This also happened with the sign up for emails I did and never saw that 15% discount appear either.Initial Complaint
08/22/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased clothing from Ashley stewart on 07/11/2022, with a gift card. I never received my order, it took some time, and Ashley stewart stated they would give me a refund of my money to the original form of payment.The order number is P100228616, ( *************************) as of today date I am still waiting for my refund. I have called Ashley stewart on a weekly basis, and all I get is the run around, nothing is being done. This is the case number for my claim ********. I would like the balance of my gift card $97.72.Business response
09/22/2022
The customer order number **********, the refund was issued on (*************************) Gift Card account ending ****, on 7/25/2022. There was two refund issued $88.77 plus $8.95 = $97.72. Any questions please contact Ashley Stewart ********************** at Toll Free: ************. Thank You!Customer response
09/22/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
********************************Initial Complaint
06/29/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 10, 2022, I placed an online order at Ashley Stewart for $315.15. I requested a refund of $212.01 on June 13, 2022. As of June 29, 2022, I have not received a refund for the returned merchandise. In addition, the quality of merchandise and customer service at ********************** has significantly decreased.Business response
07/14/2022
Hello, Ashley Stewart Order Number P100077410 - refund issued on 7/07/2022, amount $206.40. Bank Reference number MWJMT7X4PSXRGHG2.
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Customer Complaints Summary
26 total complaints in the last 3 years.
9 complaints closed in the last 12 months.