ComplaintsforFive Below

• Initial Complaint

  07/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered from fivebelow several times with no issues. My orders usually arrive within 2 days and it’s great. However for the first time I’ve had an order not arrive and I thought I’d contact them since they’re so good about shipping. However I got the complete opposite with their customer support agent April. I see from other complaints I’m not the only one with an issue with her. I ordered my package as gifts for my kids upcoming birthday and now they aren’t going to arrive in time and I’ll be forced to go get pricier alternatives from another store. My order number is **********. I have contacted the support for fivebelow and April has not been helpful at all. She asked for address verification. I gave it. She asked me to file a police report which is a complete waste of time for a package from fivebelow, but I did it. Then she asks me to wait an additional week for them to contact the police about the report. This is ridiculous at this point I would just appreciate a refund as they’ve shown how they really handle their business the one time I need to contact them for help. The order costs $141.42 and I don’t have the money or item to sit back and wait for them to waste a week. This is so unhelpful and unprofessional and I’ll probably not be ordering from them again sadly after this.

  Business response

  07/18/2023

  The customer was issued a full refund of $141.42 on July 14, 2023. See attached.

  Customer response

  07/20/2023

  [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 finally received a refund after fighting with the company. They begrudgingly sent me a refund and claimed it was a one time courtesy. Anyways I am happy with the outcome. Thank you. 
  
  Regards,
  
  **** ******
  
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Five Below has charged my credit card but is not making any effort to get my package delivered to me; I'm told they will look into it further on July 25th! This is not acceptable. I want a refund now so I can take my business elsewhere. I am a senior citizen on a fixed income and have to pinch every penny until it screams which is why I chose to shop at Five Below in the first place. I would rather go elsewhere and pay more money to get what I need. My order number is **********.Thank you for reading.

  Business response

  07/29/2023

  the customer was issued with a full refund (total of $19.05) on 7/12/2023-documentation attached

  Customer response

  08/05/2023

  [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

  05/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had to place two duplicate orders less than an hour ago because the online credit did not correctly applied the first time. I contacted customer service immediately and asked them to cancel one of them, and was replied that they could not cancel it (?). However, I can still do a return later. It turns out that I will have to pay for return shipping. This makes NO sense. I request a cancellation and they refused, then make me pay for return shipping. I just want a refund and the order cancelled. The order number is **********.This is the worst business practice I have seen, and I will not order from Five Below again. The attached photo shows two orders of the same item, made today (less than an hour ago).

  Business response

  05/31/2023

  See attachment.  Customer was offered free shipping (refund for shipping if another order was placed) and a return label (Five Below funded) to return the order that could not be canceled. We will contact the Customer today and re-offer the return label.

• Initial Complaint

  12/25/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed or #********** on 11/20. After receiving a later order on 11/28 and checking the status of this one to find the label was created but the package not shipped, I contacted customer service. A ****** responded "Unfortunately, all shipping carriers are a little backed up due to the lack of drivers and the increase in packages. The good news is that normally, packages do move and get delivered! Of course, if we don't see any movement on your order by the 10th business day (12th December 2022), we will be happy to see what we can do to make it right!"I'm not sure how many holidays Five Below celebrates between mid Nov and mid Dec, but unless every other day is a holiday, somebody should have been willing to address the problem before 12/12. Regardless, nothing ****** said turned out to be true. I again inquired about my order on 12/9 -- which is obviously more than 10 business days after 11/20, and I got no response. At no point has anyone at Five Below attempted to make anything right. Nobody inquired with the shipper about the package, nobody attempted to replace the package, nor has anyone offered to refund my money. There was no customer service with their stated 10-business days, nor before the holiday. The whole line about providing customer service at any point is a complete scam. I ordered very collectible ***** and ********** ************* for the holidays for my kids. At the time I inquired about the order, everything I ordered could have been replaced. But that is no longer the case because ****** preferred to issue a canned bs response and tell me she could make everything right later if the package didn't turn up on its own without her having to do anything. Although I see an out of stock notice online, I know these items will be made available in stores soon. So I trust you will be able to do what you need to do to replace the order regardless of the stated online stock status. Thanks!

  Business response

  01/12/2023

  Dec 11, 2022, we refunded ************** $62.81 which was the full value of the lost order, **********. 

  Dec 25th, we were contacted by ************** stating that she had not received a response. 

  Dec 26th we responded saying that we apologized that the order was lost by *** and provided the ************** with a screen shot of the refund that was done on Dec 11, 2022. We also added a $7.95 credit to ****************** account so that she would have free shipping with her next order. 

  Dec 27 we also sent ************** a $50 ecard as an apology for her experience. /

  We consider this matter to be closed.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I had made a large order like 18 or 19 items and have only received one item from my order! I’ve contacted customer support through emails and they stopped responding back to update me. I’ve also called and they think it was stolen or on the truck. I have the fed ex app! I can see they only sent out one shipment and it was 10 lbs the same as the one item I received . There was no other package shipped. They charged me for all of the items and only received one item. They have not told me what is going on with the rest of my order. I would like my items shipped to me ASAP or a refund. This is unacceptable. I have shopped here many times and spent quite a lot of money in store and on their app. This is frustrating that no one can seem to help me. Especially around the holidays when people are expecting their packages !

  Business response

  12/16/2022

  Customer was refunded in full for $107.58

  2/3/2022 ****** *********************** Package Delivered, Not Received Ecomm ********** **** - ***** Home ******** (***** Provided Photo) Refunded Order REFUND $107.58  

  Customer response

  12/23/2022

  [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

  11/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have placed multiple order With five below, each order has arrived with issues. This last order, will be my last. I placed $114 order and when I received it, it was badly damaged due to poor packaging. They put my entire order in too small of a box, thus smashing and ruining everything. Christmas lights were smashed and glass all over everything including the gummy candy, they bent up an advent calendar to fit it in the box. They gave me two wrong items instead of the ones I ordered! The order is all completely damaged and they are only offering a $16 credit! I don’t want this order! I’m not giving my child candy for Christmas with shards of glass in it! They are refusing to send me a prepaid label to send it all back! I want a full refund for I will not give this to my child!

  Business response

  11/28/2022

  The Customer was refunded $114.93.  Documentation attached.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Packages being scanned delivered and left outside my door. I'm not receiving my packages i filed a police report for multiple stolen packages and five below refuses to submit a refund. Usps never leaves packages outside your door they usually send the package back to the post office to be picked up.

  Business response

  12/16/2022

  Customer **************** has reported 5 PDNRs (product delivered not received) in the last 1 year & 1/2.  See dates and order #'s below.  The 1st 4 were refunded in full.

  
  5/12/2021:  **********

  5/14/2021:  **********

  11/2/2021:  **********

  10/25/21:    **********

  11/16/2022:  **********
  

  The 5th request was declined and the following was communicated to ****************; "As promised, your claim of Package Delivered Not Received was escalated for further investigation. The Escalation Team has broader resources to identify root causes for these issues, such as access to inventory logistical data, including tracking of when packages are picked and scanned, shipment weights, as well as video surveillance.  Our records indicate that your order was shipped in full and that it was delivered by USPS, on 11/16/2022, with tracking #**************************.  At this point the investigation has been closed as the claim cannot be substantiated.   We are unable to issue a refund or grant any discounts moving forward. If you have further inquiries, we can put you in touch with the Asset Protection Team".
  

  Also in a previous phone conversation with **************** (Nov 5, 2021), we did ask that she please use an alternative shipping address in order to eliminate this issue with future orders. 

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order around 7:30am on 10/9/22. I received my items in the mail on 10/14/22.I had an item missing from my order. I contacted five below immediately. This is the second time this has happened to me with this company and they refuse to do anything to make it right. They inform me that the item requested is out of stock and my card was not charged for it. When I placed my order the item was in stock. Five below then RESTOCKED this item at least twice that I saw throughout the day, I was keeping watch trying to help a friend catch him in stock. There is ZERO reason as to why this item was restocked SEVERAL times and my order which was placed early that morning could not be fulfilled properly. This is a common complaint I've seen from other people, and is not the first time it has happened to me. Five below continues to say they have the items in stock when they do not and continues to take orders for them and do not inform their customers that they will not be receiving the items. The only way for me to get this item now, because it was a five below exclusive, is to pay almost $30 online from other people, for a $4.50 item from five below. I want monetary compensation, enough to purchase the item from a third party.

  Business response

  11/16/2022

  We show that this item was delivered to the Customer (screenshot attached). We will contact them today to follow up. 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered items online on 2/18/22. An email said my order was delivered on 2/23/22 but nothing came to the house. I waited the mandatory 3 days and called ***** Monday morning, who said to call Five Below. I messaged Five Below and got a response from an April who stated she would refund my money, however nothing has been initiated and no one from there has responded since Monday.

  Business response

  03/04/2022

  We did issue a refund to this Customer and advised same.  We will follow up with the Customer to confirm on 3/5/2022.

  John S********

  Assign
  
  Wednesday 10:42 am
  Hello ****,
   
  I have processed the refund for your order, depending on your bank it may take up to 7 business days to reflect on your account.
   
  Thank you,
  John
  Five Below Customer Relations

  Customer response

  03/05/2022

  [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,
  
  ***** *******
  

*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. ↩