Century 21, Inc.

Review: Tried to return a face moisturizer within the allowable time for a reason that my skin felt burning after 1 use.

When I brought it back to return it, the lady gave me a hard time for opening and trying the product, Then she called the cosmetics department and told them that I used a lot of it. (I used it once!!!) She refused to take it back. I was sent to the cosmetic department to see if I can still return it. The manager of Clarins department - Dores, refused again. without giving me a reason why. She tried to brush me off. Then I ask to speak to someone with higher authority, no one was called and she started offering me other options for a return or exchange.

The most ridiculous store trick to get your money is that they give you a coupon and then request it back at return or deduct the amount of the coupon at return (I did not ask for this coupon at the first place)

The second ridiculous thing they do is they give you some stupid tiny worthless gifts and they request that back as well at return. Why do I have to go through all of this??? do not give me this crap and do not give me a hard time about this return, just take back your item quitely. so much frustration for something that does not worth it. Yes I only want my money back, NO I will never be back in this store!!! they go crazy with their ways getting and keeping your money against your will.

In addition, none of the information that was required at the return was listed anywhere on the receipt or the coupon or the gifts!!!Desired Settlement: refund my money and change your return policies. STOP TRIKING PEOPLE

Business

Response:

Revdex.com,

hhjhhThe Manager's decision is not consistent with our return policy. We asked our Downtown Store Manager [redacted] Khajenoori ([redacted] reach out to [redacted] and give her a proper refund. [redacted] will follow up with the manager to determine what prevented her from refunding the guest. The Managers are authorized to approve or decline refunds based on our refund policy compliance. We agree a refund should have been process based on what is explained in this complaint. [redacted] will apologize to [redacted] and ensure she is refunded.

C-21 Director

Review: I was done with the checkout online, but nothing showed up on the page with any order number or something. I did't receive an email about the order. No order even show up in order history!

But the transaction is turely successed. I've paid 279.88usd to them. My payment bank give me a trasaction authorization code and let me give it to them to check with their receiving bank. BUT, I sent 14 emails in the past 10 days to their guest service email address and get no respond! And, I tried to contact to them via social media, they promised to help with it and let the guest service to contact me. The day before yesterday, one guest service contacted me and let me make a new order. I told him/her about the money I've paid and there is no reply anymore, AGAIN!!!!

Please confirm the trasaction and recover my order or refund!!Desired Settlement: Please confirm the trasaction and recover my order or refund!!

Business

Response:

Revdex.com,

We have forwarded [redacted] complaint to our head of our Guest Service Division (Nancy Koenig ###-###-#### or [redacted]). She is investigating your E Commerce refund now and will follow up with you.

Sincerely,

John F[redacted]

C-21 Director

Review: On the * July 14 at 6:41 I purchased 12 items totaling $217.38. From a [redacted]) transaction [redacted]. When I got home which is approximately 2 hrs from the store I was showing my daughter what I had purchase I realize that the young man had not put a Calvin Klein large belt that I had purchased. My bag contain only ELEVEN ITEMS NOT (12). I immediately call the store and was told I had to call back on the following day. That day was the * July14 and I figure it would have been very busy on that day. I called back on the * July and was passed from department to department and also had to deal with being hang up on a couple of time frustrated. Called back on the * July 14 got transferred from department to department. Finally spoke to a lady by the name of [redacted] I think she is with loss prevention department not sure because I was transferred so many times. [redacted] took my inform and told me usually I would have to come down to the store while they look at the tape or something to that affect but she would look into this and get back to me. I went on a 14 days cruise and when I came back to New York which was about three weeks later check my phone which I had left in the USA had no voice mail or any kind of corespondence with Century 21.Desired Settlement: I would like Century 21 to either mail me a large Calvin Klein belt or make an adjustment that reflects a refund for that belt that I never received. I do not think it would be fair that I should have to travel approximately 2 hours one way and a $10 round trip because the mistake was not mine.

Business

Response:

Revdex.com,

Please apologize to [redacted]. Unfortunately packing errors do happen occasionally in our busy stores. The store follow up should have been better when she called and we appreciate the time she took to highlight the problem. We credited [redacted]'s account today (8-*-14) for the $17.97 item.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I AM TRYING TO OBTAIN A RECEIPT FOR AN ORDER THAT I HAD PLACED ON LINE 11/**/15. THE ONLINE CUSTOMER SERVICE WAS UNCOOPERATIVE AND WAS UNABELE TO LOCATE MY ORDER [redacted].

I AM TRYING TO RETURN A ITEM AND UNABLE WITHOUT THE RECEIPT.

SECONDLY, I HAVE NOT BEEN RECEIVING THE LOYALTY PPOINTS WITH THE ORDERS THAT I HAVE PLACE ONLINE ON IN THE STORE.Desired Settlement: I WOULD LIKE A RECEIPT GENERATED SEND VIA EMAIL [redacted]. I WOULD LIKE TO RETURN THE CARRERA FRAMES 00 CA50028/S-00TG IMMEDIATEDLY.

I WANT ALL LOYALTY CUSTOMER POINTS I EARNED

Business

Response:

Revdex.com,

We have passed on [redacted]'s request to our Guest Service Manager (Nancy K[redacted] ###-###-####) who will assist him. She has already reached out to him and left a message.

John F[redacted]

C-21 Director

Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

That's is not true, I have sent your contact person several emails in since the 12/** and she has just responded yesterday and her excuse was the holidays. I have returned the item and had to pay $4 for shipping because I was unable to utilize the receipt that provided via email by your department. Century 21 has had the item for seven days and have failed to issue my refund. I have been going back and forth with in store management, communications with customer service via phone and email since the December *,2015. I just want my funds returned the same way that you received them Century 21. Your customer service department is terrible.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Revdex.com,

The refund was processed at the C-21 return center. [redacted]'s complaint should be directed to Paypal that does not post credits immediately. We are confident this problem is resolved. [redacted]'s complaints about our Corporate Guest Service division were taken constructively and a significant effort is being made to ensue we forecast spikes in their workload so we can ensure every C-21 guest is completely satisfied with our guest support division.

Sincerely,

John F[redacted]

C-21 Director

Tell us why here...

Review: OK I made an order on November [redacted] I called more than 3 times to customer sevice. They gave me a bogus tracking number they said give it time and it will get there. so I did a week went by I called again explained my problem to a other associate which told me that she could not do anything for me so I ask for a supervisor or manager. They after being on the phone for 30 minutes she came back on to say the supervisor told her for me to get in contact with the [redacted]. So I did and they said the had gave a bogus tracking number######### was the number. So they refused to get on the phone or Even tell me the name of the supervisor I asked like 3 times for he name or to be transfer to the supervisor. So I call back after being transered god knows where for other 40 mins and no answer. No kind of customer service no attention to the customer. they where quick to take my money. Today is the ** of December and I will have a couple famaliy member upset over this for the holidays I hope you guys can help me out Thanks Also my order was Shipped to [redacted]Desired Settlement: My order asap I tried to put the tracking number but it did not allow me

Business

Response:

Revdex.com,Please send our apologies to [redacted]. The Guest Service Manager he was trying to talk to is Nancy K[redacted] (###-###-#### or [redacted]). Nancy researched [redacted]’s order that was shipped later than our normal level of service due the holiday rush. The correct tracking number was identified. Nancy left a voice mail message with [redacted] with this information. Nancy’s team is there to clear up delayed or lost deliveries for any of E Commerce clients. Their initial service with [redacted] was unacceptable and we appreciate that he took the time to complain so we can fix it.

Sincerely,

John F[redacted]

C-21 Director

Tell us why here...

Review: I ordered 2 pairs of shorts on ORDER #: [redacted]. The grey pair of shorts came in damaged, but I did not realize it until after I had thrown away the box. However, the tags were still on the shorts. I contacted customer support and the lady was very nice and told me to return the shorts to their return address and the shorts would be promptly exchanged. A week later, my fiance' received a credit to her credit card for my shorts. Although, there was a note in the box asking for an exchange for the same shorts undamaged, they tried to return them and credit my fiance's card. The problem is that she did not order the shorts to begin with...I did and on my card...not hers. She did order a pair for me in November of last year and that is what amount they tried to credit her account with. How they did that...I have no idea except that maybe they saw her name on the return box and looked it up in the system. They didn't even refund the right amount. When we contacted customer support, the CSRs were pretty nice, but referred us to the [redacted] who was completely unprofessional and should not be working in that role. She would not listen to our concerns and told us that they would not exchange the shorts even though we were promised. She also would not credit the correct cost of the shorts to the account. She only would credit $18.95 which was the cost of the shorts my fiance ordered last November!! Finally, the store will only reimburse $7.95 for shipping, but it cost $14 to ship the package back. When I tried to work with the [redacted] she told me that that this was our fault for not having the paperwork. However, the very first CSR told me that it was not a problem. The real problem is that the [redacted] told me that this was not a blame game and that I didn't do my part. The blame really goes to the company that sent me a bad product and would not take care of the customer to make it right. I cannot believe that she is the voice of the business. She is unprofessional and I still don't have my shorts, they shorted me about $6 on the cost of the shorts I purchased and I had to lose $7 extra dollars in returning the defective goods. What kind of service or company is this? Yes, the dollar amounts are low, but they need to settle this issue with me.Desired Settlement: I want a representative to contact me via email or phone call so I can further explain this problem and then I want my money or the products.

Thank you,

Business

Response:

Revdex.com,

We apologize for the late response. Our response was delayed because we wanted to see what went wrong to fix [redacted]'s complaint and prevent future complaints. We are sorry [redacted] was not satisified with our service.

[redacted] attached the wrong collate (purchase receipt) on the item he returned to us. Even though the receipt did not match the item being returned we did not refuse the return for no proof of purchase. We did credit the account on the collate sent to us as a guest service accomadation where we thought we were helping him out (note: credit went to his finance card). We will leave that credit on the fiance card for [redacted]'s trouble and not charge her back. We reseached the form of payment for the intial order # [redacted] and have it going back to a paypal account. We processed a miscelaneous credit for $25 ($18.95 +$6.05 the additional shipping expense he was looking for) today (will post today or in a few days since it has to go through paypal). These actions will satisfy [redacted]'s requests and gives his fiance a little extra money also for their troubles.

Its our aim to provide great guest service. This complaint was reviewed with the Corporate Guest Service team including their [redacted] to help us improve.

Sincerely,

Corporate Director

j[redacted]@c21stores.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On November [redacted], I placed an order on your online store after receiving a complimentary mystery gift certificate for an order that totaled $98.99 and consisted of a bath towel, a pair of touchscreen winter gloves, and a pair of Persol polarized glasses. The glasses were $72 and change and were the majority of the order. I filled out the necessary fields and gave my credit card info and submitted and received an immediate email confirmation of my order.

12 days later, I still had not received my order and I went online to check my order status and saw no information under my account. I then called customer service and after waiting on hold for 45 minutes, the lady who checked my order status told me that they had neglected to call me to confirm my information (because they were very busy) and apologized and offered to put rush shipping on my order. I was appreciative and asked her to move forward with it, which she then attempted to do. She then told me that the sunglasses were out of stock, and that there was nothing else that she could do but cancel my order.

Given that the onus was on the company to confirm info, and that I did my part and was waiting expectantly for my order, I was incredibly disappointed and frustrated to find out that the main part of my order, and really the only reason I had made the order, was no longer available and that additionally, there was absolutely nothing that Century 21 was willing to do to keep me as a customer besides offering an apology.

Given the wait time, the end result, and the complete failure of the organization to do their due diligence and fulfill my order, I feel like the least they could do is offer some restitution and provide some store credit. I gave them every opportunity to make this right and all they could do is say sorry. They will be losing me as a customer unless they make this right. This is not a mom and pop small business- they are a large corporation who failed to uphold their end of a deal, and it is completely shameful.Desired Settlement: Store credit with a call and apology. This is ridiculous and they should be doing a much better job at making things right and retaining customers when they are at complete fault over an unfair situation.

Business

Response:

Revdex.com,

Please thank [redacted] for taking the time to file his complaint. We appreciate his effort to ensure we know about issues so we can take corrective action. We do have systemic checks and balances to remove items from our E Commerce site when they are depleted that is subject to human error or an item does not meet a quality standard when picked. Any cancellation are communicated via e mail. We also aim to provide a level of service of a minimum of 7 days with E Commerce orders. We should have provided better service, please apologize to [redacted]. We instructed our Guest Service Manager Nancy K[redacted] ###-###-#### to call the guest to attempt to satisfy [redacted].

John F[redacted]

C-21 Director

Tell us why here...

Review: I would like assistance with the Loyalty Program. I have been a member for years. When I try to log in to the program online as a way of checking my points status and rewards redemption I am unable to. The system calims it cant find my member #! I called the 800 customer service # multiple times and I get no help. No ONE EVER PICKS UP THE LINE TO ASSIST. I hear people picking up and putting the call back on hold! I have selected the option to leave a message and have someone call back - THEY NEVER CALL BACK!Desired Settlement: I want online access to the my loyalty program membership and I want to be able to track rewards. I want to see when and how the rewards have been redeemed in the past because I think that I have been swindled out of a reward multiple times!

Business

Response:

Revdex.com,

We are sorry [redacted] feels [redacted] has been swindled and would love to clear up any confusion. Our Corporate Guest Service Divsion has reached out to her several times via phone number left on the complaint and have not been able to contact her. They did leave one voice mail detailing a call back number. Our loyalty program does reward loyalty dollars that [redacted] has redeemed in the past. It is clearly communicated that the loyalty dollars earned do expire in 90 days if not used. [redacted] did have rewards expire as we reviewed the history of her account (#[redacted] opened under the name [redacted]). As a guest service courtesy we reissued one $20 reward today (note: will expire in 90 days).

As a courtesy to our guests we do offer a live operator guest service program M-F 9:30 AM to 6 PM (note: unique these days for most companies). We do systemically monitor caller wait time when calls get backed up when calling this service divison. We have responded to wait times spikes with more staffing (note: have also staffed weekends in December). The level of service is usually 4 minute wait at the most. There will be of course times longer than that periodically and plenty of times with no wait. We took [redacted]'s criticism constructively and our management team is really concentrating on the level of service from this new division that includes call back follow up compliance.

[redacted] can call our own [redacted] if [redacted] has any more questions.

Review: To Whom it may concern.I bought a pair of shoes in your store at [redacted]. They turned out to be too small and when I tried to return them to the store, it was denied. I spoke to 2 managers at the store and they refused to take it back. I want my money back. I also want store to honor returns in the future, and not treat customers like criminals. $64.97 was paid for these shoes. Trans # on the receipt [redacted]Desired Settlement: Money back, $64.97. I also want store to honor returns in the future, and not treat customers like criminals.

Business

Response:

Revdex.com,

Our Store Manager from our ** location ([redacted]) is going to call [redacted] to reslove the problem. We need to establish why he was turned down. We accept hundreds of returns everyday in this location. We need to establish what the problem is that is not detailed in this complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

[redacted], the manager of the Brooklyn Century21 store gave me a refund. She is a nice person, I don't understand why some other employees at that store are rude. Thank you Revdex.com for taking care of this problem.

Sincerely,

I'm writing because I purchased an e-gift card on 12/** (Christmas Day) for a Christmas present for my fiance. The website says that "your personalized email within 24 hours." However, this was absolutely not the situation with the gift card I purchased. I had to call customer service today and find out why 3 days later he still hadn't gotten the gift card. I was told (by an extremely rude associate who sounded like she thought she knew everything) that apparently e-gifts need to go through extra verification because they're easily stolen (??) and that the 24 hours doesn't actually mean anything. I've purchased e-gift cards from multiple other sites and never had any issues or delays or had my gift card stolen so the reason (excuse really) that the customer service agent gave doesn't make any sense. In addition, I gave additional verification information on the website when I made the purchase (had to put in the last 4 of my social, re-enter credit card, etc) and the charge was already on my credit card! Regardless of what their "reason" was, the website advertises that the gift card will be received within 24 hours. It's false advertising to not deliver on that and I am extremely upset and frankly embarrassed that a Christmas gift was delivered 3 days late. Also, the attitude of the customer service rep and the fact that I never received a call back from the manager as I was promised make me never want to shop at the store again and I will be telling my friends and family not to shop at Century 21.

Review: I placed an order from Century 21 on Black Friday for an item that I had been hoping to purchase for a while for a family member. I received 2 e-mails: one order confirmation and another shipping confirmation with a tracking number. Both e-mails contained the correct summary of my order and a description of the item I purchased. When my Century 21 order was delivered it contained the completely wrong item. I have since tried over 20 TIMES to contact Century 21 via e-mail. I have sent numerous e-mails to both their customer service e-mail address as well as any other e-mail address listed on their site. I have received NO response whatsoever. I have also to called Century 21's Customer Service number over 8 TIMES and have either been 1) disconnected after waiting over 10 minutes, or 2) left a message to receive a return phone call (which I never received). At this point, I am so frustrated, angry, and appalled. I just want the item I ordered (or at the very least a refund!). Since this was a special Black Friday purchase, I can no longer find this particular item on sale...If I had known that Century 21 had such appalling Customer Service, I would have purchased the item from another website on Black Friday and taken advantage of their deals.Desired Settlement: I would really just like to speak with someone from Century 21 about my order. I would like to receive the item I ordered, or at the very least a complete refund!

Business

Response:

Revdex.com,

We starting working on [redacted]'s issue immediately when we received this complaint. We had the head of our Corporate Guest Service Division (Nancy K[redacted])contact her immediately. She was able to replace the item and get it to [redacted]'s home on 12-** according to our shipping records. Please thank [redacted] for taking the time to compose her complaint with the Revdex.com. A picking and packing mistake is unique for us since this is audited throughout the year for quality control. Our Corporate Guest Service Division that fields numerous inquiries about our E commerce orders, store information, etc. is staffed by our Team Members at a level of a expected or forecasted calls and e mails. We made staffing adjustments to address a unexpected spike right around the same time [redacted] had problems getting through to them. Please apologize to [redacted]. She can call Nancy K[redacted] at ###-###-#### or e mail at [redacted] if there is anything else we can do for her.

Sincerely,

John F[redacted]

C-21 Director

Review: I placed my order on 11/**, and it shipped on 12/*/15, but after 10 days, I still not receive my order, I use the tracking# they give it to me, it shows no founded on [redacted] website, but my bank account has been charged already, and called customer service several times, no one replies me, also I wrote an message to them, no responding. finally, they give me another tracking# , but when I track it, it still shows label created, but now another 2 days passed, no updated info available, I don't even know if they send my order out ????and today I call them again, after almost 40 mins holding, they [redacted] up the call......I have no way but make the complain here , hope someone can help me out.

Business

Response:

Revdex.com,

We have instructed our Guest Service Manager ([redacted] ###-###-####) to reach out to Ms. Z[redacted] to clear up any confusion with the tracking number. Nancy has researched the shipment that has been shipped from our distribution center and will give an updated status when they correspond.

John F[redacted]

C-21 Director

Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

thanks a lot.

Sincerely,

Shu Z[redacted]

Review: I purchased a Michael Kors Women's wallet back in October. I asked what the return policy was. They said since I'm a VIP member, I have 60 days to make a return, however if I have the tags still on the wallet to show that it's still new, I'll be able to return it outside of the 60 days. I tried to return the wallet with the tags still on (I was going to give it to my girlfriend in December for the holidays, but I found something else to give her, so I was going to give it for Valentine's Day, but we just broke up), but the store associate wouldn't take the return. I asked to speak to a [redacted]. After waiting close to 15 minutes, they said the [redacted] was in a meeting and I spoke to "[redacted]" instead. She was very rude and wouldn't let me explain my situation, and what the rep said when I purchased the item. I just wanted to return the wallet. It's brand new with the tags still attached. I feel this is very unfair. I would have returned the item before the 60 days if I knew, but the rep told me I would still be able to return it with the tags.Desired Settlement: I'd like to return the wallet for a refund

Business

Response:

Revdex.com,Please offer our apologies to [redacted] for his bad experience. Our [redacted] who was properly enforcing our policy should have executed explaining our policy more politely. We have instructed the Store [redacted]s from the downtown NY Store to make the exception to make up for the bad experience. Please have [redacted] ask for the Store [redacted] on duty when he enters our store who have the authority to allow our registers to process a return this old. They will take the wallet back as long as it is in proper selling condition and not used. Thank [redacted] for taking the time to file this complaint and hopefully this satisfies him.[redacted]

Review: My October [redacted] order of $109.99 of DKNY Faux Fur Trim Long Down Coat LRG BLACK (order #[redacted] has never been delivered, and the tracking number for the order is not updated since Oct. [redacted]. I have emailed the Century21 customer service 4 times, I have called and left numerous voicemails to the number I was given by the receptionist and I have also completed the online form. Neither my calls, nor emails or online request for resolution were responded to. It's been 6 weeks since my order is missing.Desired Settlement: Refund the order amount to the gift card used to purchase the item ASAP.

Business

Response:

[redacted],

We apologize for not delivering your purchase. We put a shipping trace on the package and have confirmed the 3rd party currier never made final delivery. We have refunded your amount in full while we retrieve your item from the currier. Our Corporate Guest Service Division who takes pride in helping all our clients will make sure they contact you once they locate the item to determine if you would like it shipped again.

Once again we apologize for inconvenience and positive we can fix this for you.

Sincerely,

C-21 Director

Review: On Saturday, January **, 2014 at approximately 8:00 pm I was at the Century 21 store in [redacted]. One of the items I purchased, 3PK Slim Fit Vneck, had a price tag of $13.47. The Item also had a sale label on it stating that I could take a 25% of the store price. I was not able to take the additional discount. When I told to the [redacted] about it, she could not give me a reasonable explanation. Once I started challenging her reasoning, she became irritated and asked me not to buy the product.

Business

Response:

Revdex.com,We have asked our [redacted] Manager [redacted] to call [redacted] asap. She would like to apologize for the bad experience. Our team member was attempting to sell the item at its correct price to prevent a loss. The employee should have been more patient and asked for a Manager to help. Laurie wants to hear what happen first hand so she can follow up properly and will make this up to [redacted]. We value every guest and want them all to enjoy their shopping experience at our stores.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: The store's receipt and policy on register states that mechandise purchased within 45 days of the receipt, will be returned back to the consumer the same as the original purchase. However, in the store's return department, they do not return debit purchases (which are considered cash based as debit); they return it as credit and make the customer wait up to five days to get the money back into the checking account. Again this is a debit purchase, pin entered. And when I told the manager several times now that their methods do not comply with every notice on every register, he said "well thats our rules".Desired Settlement: I would like century to either comply ethically with their own policy posted and return debits as should be if a customer pays debit or change their policy and note it honestly in the store.

Business

Response:

Revdex.com,

We do not detail on our purchase receipts refund policy that states, “Will be returned back to the consumer the same as the original purchase.” We will refund our guests the same currency used as the purchase with the exception of debit cards. We do refund cash or gift card on straight debit cards (guest is given the option to choose). Systemically we cannot recognize if the guest purchased with credit or debit on accounts that can be utilized for both forms of payment. In these refunds we process a refund to the account. [redacted] is correct unfortunately the guests do not see the credit instantaneously with most banks. We process the credit instantaneously but most banks’ internal process does not generate the refunds immediately.

We agree with [redacted] that it would be more guest friendly to receive your credit immediately. We have been working with the banks prior to receiving this complaint to enhance refunds systemically to provide this service. We expect to provide this change in the fall. Please pass on our apologies to [redacted]. We value every guest and we do listen to every suggestion to improve our service. We look forward to eventually providing this service to our guest who use debit cards.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

C21 is claiming in their response that they do not state they will issue a return in the same form of payment on their receipt; however, at each register in the store, it does indeed state this on a sign next to the register. the store is required to show their return policy and the policy shown is not the process the store is using. I believe the store must comply with their own policy or change the notice without further recourse.

Also, I have made returns to [redacted], and many other stores and I have not encountered this issue elswhere. The same way Century asks for the pin at the time of purchase for the debit, is the same process to do the return but again Century's return department does not offer this option to enter the pin. if the bank is the issue and Century acknowledges this, then why does their public notice of return policy in the stores state something different?

Additionally, I made another return Friday. It is unfair that I will have to wait three to five business days to see my funds because the store continues to run transactions as credit when I purchased it as cash based on debit.

Thanks

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I placed an order on the website on November [redacted]; they sent me an item that had a different description than what was on the website. I called about returning the item and sent the item back. It has been 3.5 weeks, I know they received the item over two weeks ago as a result of tracking, and they still have not refunded my money. I emailed customer service THREE times over the course of a week. I received ZERO response. I called customer service, was on hold 10 minutes only to be told that for information on returns I would have to contact a different number, and I was warned that the hold times for that phone number were excessive and that "she didn't know what the deal was over there, but I could be on hold for awhile." After being on hold for 46 MINUTES, I hung up and messaged their [redacted] page. I received a response saying I would have the refund no later than Tuesday, December [redacted]. It is now December [redacted], I still have no refund, and nobody is responding to my follow-up inquiries. Any assistance you can provide in simply getting me the $16.99 they owe me would be appreciated. It's ridiculous and unprofessional that I need to monitor this to ensure that I get my money back, and that they find it acceptable to simply not address customer concerns and inquiries.Desired Settlement: I would like my $16.99 credited back to my [redacted] account immediately. Thank you.

Business

Response:

Revdex.com,

Please apologize and thank [redacted] for taking the time to identify this problem that we agree is unacceptable and not the level of service we aim to provide. The refund was process before we got this complaint and we instructed our Guest Service Manager (Nancy K[redacted] ###-###-####) to reach out to [redacted] to ensure she is satisfied.

John F[redacted]

C-21 Director

Tell us why here...

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Though the refund was not processed prior to my Revdex.com complaint (as the business claims), but I see it is in process now since you have reached out to them. Thank you for your assistance in resolving this billing issue.

Sincerely,

Review: 0n November **, 2013 I purchased a bra and panty from the company. I had been tracking the item and the week of December *, 2013, everyday the package showed it was on the truck out for delivery. I called UPS to see if I could pick up the package at the UPS warehouse and I was advised the package was not there. I called UPS again and was informed that the package was lost although it now showed in North Carolina and was advised to contact the sender so they could fill out a claim form. When I contacted Century 21, and explained what occurred, the customer service representative stated that my package showed "undeliverable" and they were not liable and the only thing they could do is wait to see if the package would be returned and then I would receive a refund. She would not give me a timeframe in which they would wait to put a claim in for the lost package or my refund.Desired Settlement: Issue me a refund and call UPS and fill out a lost package claim!

Business

Response:

Revdex.com,

This complaint was an interesting one for us because, like [redacted], we expect a much better service from UPS. The UPS tracking number for [redacted]'s shipment was [redacted]. We started researching this immediately upon receiving this complaint. The status of the package was still in route when [redacted] reached out to our Corporate Guest Service division and why there was hesitence to process a refund. Like most E Commerce businesses we do wait for items to be shipped back to us before processing a customer's refund. UPS is now confirming the package was delivered on 12-**-13. We ship out of Secaucus NJ and our client was in California. We have not received this complaint from our other clients from California. We do offer guaranteed methods of shipping for an additional fee (i.e. Business Next Day or 3 Day Shipping) that will guarantee our clients delivery because we do maintain an excellent level of service and process orders on the same business day. We agree with our client, they waited too long and we apologize. We expect they are now satisfied. If not, the client can call me directly.