Maurices

Beginning in April, I noticed that I was not receiving loyalty points for my online orders ($362.44 total of purchases since mid-March when you subtract the 2 returns I made) and reached out the company via chat twice (4/27 and 5/26), via email (6/1), and via phone (7/3). In addition to telling me that I was lying about a previous chat, calling me Jennifer in an email exchange and asking for repetitive information, I have been told they would forward my request on to a loyalty specialist, but I have yet to hear from anyone. During my phone call on 7/3, the customer service person first told me the issue was that my credit had expired. I asked when it expired since I had just made the first purchase in March and none of the points ever got added. He didn't know, but then told me certificates expire in 90 days. I explained that if my purchases have been in March, April, and May, 90 days wouldn't have passed yet and that the points never turned up. He then told me it was because I made returns. I made 2 returns, still leaving the balance over $300. He then told me it was because they expired and he could give me 100 points. I explained that I would just like someone to actually look at this and see what's going on, he then told me he had helped me and would have a supervisor call me. I have yet to receive a call. I love the clothing at Maurices and always find the employees in person to be kind. However, the fact that the customer service I have received via chat and via phone haven't been helpful, courteous, or willing to actually hear the issue makes me hesitant to spend money there. I am happy to share emails, chat transcripts, and details around the phone call (ref #s, names, etc.) as needed.

I never received my order and I got an email stating it was delivered and when I went to go get it outside there was no package. I tried emailing customer service and no response. I order all the time from this company and this is my hard earned money I am spending and I cant even get my package. I want a refund and dont worry I wont order again from this company.

I placed an order for $200 over 10 days ago. I reached out to customer service after my order status had not changed after about 7 days. The customer service rep told me it could take up to 10 days to ship due to extra precautions around covid-19. I understood this and decided to give it a few more days. I reached out to customer service again today, 4/28/20, and spoke with a different representative. She told me it would now be 14-20 days from order date before it would be potentially shipped with no guarantee of shipment at that point. I verified the first rep had given me incorrect info which she gave an affirmative response. I asked if I could simply cancel the order and be refunded to shop elsewhere. She told me I was out of the "grace period". So basically I still have no clue when or if I will receive my order and I will not be receiving a refund. Their customer service is useless and completely unhelpful. I told the rep that it was very interested that a company would relax its policies on itself during chaotic times, but not on its customers. So now I am out $200 with no idea of when or if I will receive what I paid for. This company is garbage and this situation needs resolution ASAP since Amazon and the denim company can get me the same items much more quickly and efficiently.

I placed an order on 412/2020 and have yet to receive it or get any communication from this company. I have called multiple times and wait for 30 or more minutes to be told they are working as fast as they can with the increased volume. They refuse to cancel the order or let me speak to a supervisor.

I purchased several items on the 11th of April and then again a couple days later placed another order. The corporate website, Facebook message, and phone recording say to allow 10-12 days for shipment. I have and now they are saying while speaking with a rep that it’s 20 days before they can do anything. This is unacceptable when a friend who placed her order on the 20th received it within 5 days. Oh and the rep says there’s no management I can speak to since they are working from home.

I placed a $272 dollar order on 4/5/2020, a $188 dollar order on 4/10/2020, and a $56 dollar order on 4/13/2020. To date they have shipped 3 wallets and the entire last order (allegedly, there are still no items in my possession). I have been patient with their claims that the virus is to blame for their refusal to respond to the 3 emails requesting updated information and/or an ETA and my excessively delayed merchandise (unless its backorder, but it isn't listed as vackordered...or cancelled....both orders just sit in pending day after day after day). As an at home customer service agent, I can assure the Revdex.com and Maurices that the virus is not a reason for ignoring clients and/or holding their paid merchandise hostage. It may be your convenient excuse, but none of your actions since 4/5/2020 have been the fault of a virus nor have they been excusable. PROVIDE A LEGITIMATE EXPLANATION AND ETA AND/OR MY MERCHANDISE!!!!

Product that I purchased has never been sent out according to UPS. Never received and although they know that it hasn't been shipped out, they have charged my credit card. They told me that I have to wait to have the charges reversed. They will give me a refund. I have contacted them four times.

I ordered $460 worth of clothing in November 2019, which was sent out for delivery in 5 separate packages. 4 packages arrived, the 5th package which had the majority of my order never arrived. 13 items were in that package. I have emailed with 2 different people, spoken on the phone to 4 different people. The phone call 'notes' seem to never be entered in their customer service system. Most everyone so far has a different version of what their policy is and explains why the other person was incorrect. A call 1/13/20 resulted in the women telling me I should expect to see a credit/refund within 7-10 business days and to keep an eye out for it, & after receiving that I would be allowed to reorder for 25% off if desired. Never happened. When I followed up there was no note on file, and told that the women shouldn't have said that. I did report a UPS claim as I was instructed back in Nov which resulted in the investigation that the package was not delivered. However, they won't issue a claim number stating the sender has to submit the claim. Direct copy and paste from UPS website says "Shippers are encouraged to report the lost package because notification letters are not sent to receivers." and under 'next steps' on UPS Claims dashboard says I need to contact sender/shipper. As of today's communications, Maurices refuses to start a UPS Claim, (I did find one woman in customer service who agreed she would start the claim and somehow the call 'ended' while I was on hold, and they had no notes of my call just moments prior when I promptly dialed again). When I insisted with the new customer service rep, she put me on hold to ask a Supervisor if she could start a claim, came back on the line and said a Supervisor would contact me which has not happened. I will pursue a PayPal claim for items not delivered.

For three months now, Maurices has held hundreds of dollars of money without providing a product, a refund, or a solution that doesn't lead to a dead end. Unacceptable.

I returned over 150.00 dollars worth of merchandise and the return didn't go back on my maurices card. I accidently swiped my Nordstrom card. There is a incident opened for this and I keep getting the run around. This is affecting my credit as I am purchasing a home. There is no record of this return with Nordstrom. My name is ***.

I have shopped Maurice's for years. A couple of years ago, I noticed I no longer received MyMaurices points. I contacted customer service and they would always say they would have someone call. They didn't. My local store couldn't see the problem here on their end.
Earlier this year, I was adamant about having someone contact me. I should have had many dollars in rewards.
The process started in October, 2019. They finally found the error that my account was intermingled with my two daughter's accounts. As of December, they say they are only about "half way" through the process of fixing this mess. It shouldn't take months to fix a rewards error. I'm going to steer clear of this store. I did not do any Christmas shopping there, I took my business elsewhere.

I was charged 3 return fees of $5.95 ($17.85 total) when I utilized 1 prepaid label. The label was printed from order *** and the box also contained order *** and ***. The company refuses to refund the full total plus tax for the two orders that I did not use the labels for. I attempted to resolve this issue via their chat with no resolution.

Maurices website does not indicate I can not combine orders or that regardless of how many labels I use I will be changed.

They deduct $5.95 from every return even when there return label is not used and they are provided proof with tracking numbers showing that I have paid for my returns myself.

My issue began when I made my purchase on 1-12-19. I was sent a tracking # *** and shipment confirmation on order #***. I began to track my order on the 14th, which took me to the UPS website it stated a label was created and they (UPS) were waiting on the package it seems that Maurices supposedly shipped the package from Green castle IN and it was in transit, on the 16th I checked again and there were no updates my orginal delivery date stated 1-19-19. on 1-18-19 I contacted Maurices they had no information just that the order had shopped and I should track it with the number they provided. So then I called UPS directly and was told the package should have arrived to them in Salt Lake City Utah on 1-17-19 but the package was never on the truck that Maurices said it was therefor was never scanned. I ten began a live online chat and several emails which I have copies of that went on for 3 days. (and have continued last email on 1-30-19 trying to resolve this issue.) Needless to say that on 2-21-19 I still hadnt recieved my order and the tracking number only said there were no updates for this package and maurices kept telling me it was shipped. Sp I contacted Pay pay which I had gone thru to place my order to let them know of the problem. On 1-22-19 I contacted my bank where my Debit card is issued and filed a claim. My bank issued a temporary credit while the case is investigated. On 1-23-19 sent email to Maurices asking about my order I could not get any type of real answer from them I told them I just wanted to be refunded my money and no longer wanted their product and let them know that I felt cheated out of my money and mercahndise and that I felt I was sent false information beginning with the shipment confirmation. I was emailed that I could not be given a refund. On 1-24-19 I recieved an email from Paypal saying they reached out to Maurices on my behalf and were waiting a response, I believe my bank reached out on the same day. MORE

On December 21, 2017 I placed an order online, order # ***. I never received this order nor any notification or further communication until July 16 when I received an email stating the order was returned and credit issued minus return shipping with a return # of R88000134163. I contacted the customer service department on that date and they said it had shipped to store but since never picked up was returned with a restocking / return shipping fee. When I explained I never received item or any notification they agreed to credit the entire cost of $13.27and to expect it returned to my credit card in 10-14 days. On July 31 I contacted customer service again stating I had not received again I was told it would be processed in another 10-14 days. On Aug 22 I contacted customer service again via email and heard back on 8/25 that a partial refund would be issued within 5-10 days. So I called on 8/25/18 and was offered a store credit which I declined as I do not want to do business with this company any more. I was told that it was escalated to the corporate team with a request for full refund of $13.27 and that a response would hopefully occur by that Wednesday. On 8/27/18 I contacted them again by email and was again offered a partial refund asking when I returned the item. When I responded with the situation they responded that they would send to the proper dept. for resolution. On 9/11/18 I called again and was told they would send it to corporate again and I should hear within 24-48 hours. No response as of yet. Let them know I would file with Revdex.com.

I purchased a dress that is defective and yes I can return the dress but the issues is there is another store in another state that has the same dress but nobody will allow a store to store shipment when they used to allow it. I am just asking for the same dress and they do have it in stock at another store as of today but won't allow the arkansas store to have the branson store ship it to the arkansas store to replace the dress.

I purchased a pair of sandals in my local Maurices in May. The first day I wore them the fabric footbed came off and started bunching up. I tried to wear them anyways but by the end of the week the entire liner was off. I called the store and they said I could come in and trade for new shoes. Unfortunately, I no longer trust the quality of shoes Maurices is selling. I explained this to the store and asked for a refund. The manager again said I couldn’t do that. So I continued wearing the shoes as is. After 3 weeks the entire right strap ripped apart. I was left at work wearing one shoe! No shoe should become complete garbage in under 3 weeks. Now I am stuck paying for these sandals on my Mairices card. I would like a refund of what I paid. I really don’t want to shop at Maurices again.

I placed an order online. This item was to ship to the store in Cheyenne, WY. I received an email on Wednesday, May 30th, 2018 that the order had arrived at the store. I went to the store to pick it up, they never received the item. I called customer service and the first two times I called the person on the customer service line did not want to give me their name and they refused to let me speak to a supervisor. Then I called and another agent spoke with supervisors, one of the supervisors called the store and spoke to the store manager, she confirmed they never received the item and that I did not receive the item. I was in the store the whole time this happened. Then the customer agent I was speaking with lost contact with the supervisor that called the store, so she had another supervisor take over. Again, this other supervisor said since she was not the one that spoke with the store manager, she would have to call again and speak the store manager. I was supposed to receive a call back when the issue was resolved, but have never received one. MY CREDIT CARD WAS FRAUDULENTLY CHARGED $26.71. So, the only choice I was left with was to file fraudulent charges on my credit card.

I attempted to return some clothing to this establishment. I had just recently gotten a new credit card from my bank due to my identity being stolen. When I tried to return the items with my receipt, the store clerk told me that they would only be able to issue my return via gift card or store credit due to my current card being different from the credit card I used to originally purchase the items. This did not make any sense to me because even though the card was different, the new card was still tied to the original bank account that I used to purchase the items. I called their customer service line and they assured me that I could still receive a refund even though the card was different as long as I send them the clothes. I sent the clothes back and still have not received a refund. Customer service has been giving me the run around with this situation. Every time I call them, I am either put on hold for long periods of time or told that they will call me back but I never get a call back from them. I have attempted to reach out to specific individuals who were handling my case but every time I asked to speak with them, they were either too busy to speak to me over the phone or completely ignored me. This incident occurred back in January, it is the end of May and I still have not received a refund for my items. The last time I spoke to them, they began issuing me gift cards but I did not agree to receiving my refund through gift cards. Now they are telling me that there is nothing they can do to fix the situation and that gift cards are the only way they can issue me my refund, even though which was against what they said earlier when they told me that issuing me my money was no problem. I spoke to their Human resources department and they told me that they would issue me a check but that was a few weeks ago and I have yet to hear from them or receive the check with the amount of money my refund was worth.

I ordered a pair of jeans size XXL online. I received a size XL. I have tried reaching out to them via phone, email, and Facebook for over a week now and no one is responding. I emailed customer service and did not hear back for 4 days. On the phone the man I talked to said I could get a refund but if I wanted a different size I could reorder....at a not the sale price and pay for shipping. This does not resolve the issue of them sending me the wrong size. My bill has the correct size I ordered this was their mistake not a mistake by me ordering the wrong size. I asked to speak with someone else who might understand the he transferred me into their credit card system. I then reached out via Facebook, on Facebook they said some one would be calling me but it has been 6 days now and no phone call.

Order #***.

4/18 - Submitted return request using online portal. 22 items, $423.36 expected refund ($429.31 less $5.95 return shipping fee).
UPS Return tracking #*** 4/19 - 22 items in same package picked up by UPS. Received e-mail notification of refund. $195.32 refunded for 10 items. Return #*** 4/23 - Package delivered to Indiana. Contacted customer support to ask why I was being shorted $228.08 for the additional 12 items returned. Was told that the information was sent to the supervisor. Chat disconnected by Jaquan.

4/24 - Contacted customer support for more information. Was told by Rosa that I would receive an e-mail update in 24-48 hours.

4/26 - Contacted customer support as I did not receive the promised e-mail. Bobbi looked into issue and informed me that it was sent to a supervisor and that I would hear something in 3-8 days.

5/7 - Contacted customer support, did not receive any answer after waiting 8 days. Lyric offered $219.88 credit but couldn't explain the $8.16 difference. I was told I'd see the credit in 3-5 business days.

5/11 - Received credit of $177.77. E-mailed customer service asking why I was not receiving $228.04.

5/14 - Sent follow-up e-mail to customer service after realizing they had credited me for the 10 items I had kept, not the 12 items I returned.

5/16 - Still waiting on replies (48 hours) about $50.27 credit I was shorted. After struggling for 3 weeks to resolve a simple issue, issued claim with Revdex.com for missing credit + $10.42 interest charge while waiting on unreasonable reply times.