ModCloth

Initial Business Response / [redacted] (1000, 5, 2015/10/10) */ Dear Mrs [redacted] , We have received the complaint filed by Ms [redacted] on October 6th, In her complaint, Ms[redacted] expressed her frustration with the refund she received for order #XXXXXXXX Order #XXXXXXXX was placed on September 7th, in the amount of $Ms [redacted] elected to use the store credit that was available in her account to cover $of this purchaseThe remaining $was covered by Ms [redacted] 's VISA ending in Ms [redacted] returned the Abiding Beauty Dress in Olive from this orderIt was processed by our returns team on October 6th, The refund from this return was processed using the same method in which it was paid for, as we state on our websiteThe following outlines the exact breakdown of the refund in question: XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $reference code krn9ynm XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $into customer's store credit XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Automatic refund has been processed of $into customer's store credit XX-XX-XXXX XX:XX Added by Returns XXXXXXXX: Includes $Return Shipping Fee The sum of the amounts listed above equal the total price Ms [redacted] paid for the returned dress, $ On October 6th, 2015, Ms [redacted] reached out via phone about her refundAt that time we went over our return policy which states, "We are unable to switch refunds to a new or different payment method other than what was originally used on your order." This information is listed on our site under "Returns & Exchanges"We have included a screenshot of this information for referenceThe link to this information on the site is: http://www.modcloth.com/help/returns_exchanges At the time of this call, we refunded Ms [redacted] in the amount of $for the return shipping fee that was collected per our terms and conditionsThis amount was added to Ms [redacted] 's account as store credit At this time, we are unable to refund Ms [redacted] for the order in question to any form of payment other than that which she used to place said order We hope that this breakdown has cleared up any confusion with regards to this situationShould Ms [redacted] have any additional questions regarding future orders, she is more than welcome to contact our Customer Care TeamWe are always happy to offer additional explanations of the terms and conditions that are made available on our website Best, [redacted] , Customer Care Shift Lead, ModCloth

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ Dear Ms [redacted] We have received the complaint filed by Ms [redacted] on July 28th, In the complaint, Ms [redacted] states that she purchased gift certificates online from a third party site that was unrelated to ModClothThe credits that were purchased by Ms [redacted] were part of a promotional program called Share the Love in which current ModCloth customers could refer their friends and family for bonus store credit that could be used by the referrer to make a purchaseThe credits purchased by Ms [redacted] were obtained using methods that violate our terms and conditions of this program and as result, could no longer be honored by ModClothWe do not have record of Ms [redacted] contacting ModCloth to verify these credits but do show that she contacted us to check on referrals she claimed to have made for various email addresses that all shared the same billing address as her and that had the same name as her Because of the abuse of the program, ModCloth decided to end our relationship with Ms [redacted] and anyone associated with her billing and shipping addressesWhen we notified Ms [redacted] of this decision, we did include the verbiage that was posted in our terms and conditionsI have include the applicable passage [redacted] Credits are not property, have no monetary value and may not be redeemed for cashReferral Credits are not transferable and may not be assigned, auctioned, traded, bartered or soldCompany reserves the right to terminate the Program at any time, although Referral Credits accrued shall be valid for twenty-four (24) months from the date issuedCompany reserves the right to revoke Referral Credits if it determines, in its sole discretion, that Referrer has engaged in fraudulent referral activity (e.ginviting himself or herself to join with a fake email address, using spam to obtain referrals, or acquiring referrals through unsolicited email to persons unknown to Referrer, or through third party discount or coupon websites), if Company terminates Referrers membership, or if Referrer does not comply with any of the Terms of Use or Terms and Conditions for the modcloth.com website or this Program." Ms [redacted] did not abide by our terms and conditions and as result, we ended our relationship with herBecause these credits do not hold any monetary value, we are unable to offer any compensation for the cancelled credits and should be noted that their use was in direct violation of our terms and conditionsAdditionally, these credits were not purchased through ModCloth and were awarded to another individual who chose to also violate the posted terms and conditions by selling them on an unrelated third party siteThe funds Ms [redacted] exchanged for these credits were paid to the seller via the third party site and were not paid to usWe have no way of offering any kind of refund for this transaction and it would be best for Ms [redacted] to contact the selling platform through which she purchased these credits At this time, ModCloth is unable to fulfill Ms [redacted] 's request of compensation for the cancelled creditsI encourage her to seek additional help through the service she used to purchase these creditsPlease let us know if there are any addition concerns or information required [redacted] Customer Care Shift Manager ModCloth.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I live on the property where I workI work as a substance abuse counselor for adolescentsMost counselors live on the propertyI have a few friends I told about mod cloth and helped them make accounts so the address would be the sameI did use a few emails to get credits and did not know I was unable to do thatOnce I was told I was not able to do that I did not do it again I did not purchase share the love credits from this personI purchased GIFT CARDSI called and spoke to customer service (I have the email correspondence with the seller proving this) The name was ***I was told by your customer service that the gift cards were valid and was told the amountI was told they were NOT fake and I could use themI gave customer service all my informationI was never told I wasn't allowed to use these gift cardsI called about numerous gift cards and was told they were all VALID and REALSo I payed the person selling them and applied them to my accountThey worked and showed up in my account for about a weekA week later they were GONEI called customer service and was told that it was a scamShouldn't they have realized this when I called, when I applied to my account etc? I am not some scam artistI am a hard working person who works in non for profit and thought I was getting a dealYour company told me they were goodI did everything I could to make sure these gift cards were realDoesn't your company have security for these types of matters? How was someone able to get gift cards and scam someone and it go right through your system? When I called and spoke to your company after realizing I was ripped off I was told there is nothing they can doHow is this my fault? How is it okay I got ripped off? THESE WERE GIFT CARDS Final Business Response / [redacted] (4000, 9, 2015/08/14) */ Dear Ms [redacted] , We received the complaint filed by Ms [redacted] on August 10th, In her rebuttal, Ms [redacted] states that she was unaware of the terms and conditions of the Share the Love program prior to violating them and that the gift certificates purchased were validWhile the gift certificates purchased were useable according to our administrative system, they were obtain by the seller through fraudulent meansBecause of this, we are unable to honor those gift certificates and are not responsible for offering any kind of reimbursement for themThe gift certificates were not purchased from ModCloth by Ms [redacted] and therefore we cannot claim responsibility for refunding or replacing these codesI encourage Ms [redacted] to contact either the sales platform through which she purchased the gift certificates if she wishes to seek reimbursement or consult her card provider for more information While we do understand Ms [redacted] 's statement that she was not aware of the Share the Love terms and conditions prior to using the service, this does not excuse the violation of our Share the Love user agreement and general terms of useThis information was made public during the entire run of the program and it is expected that customers will regard these terms prior to making a purchase or using any ModCloth serviceMs [redacted] obtained Share the Love store credits in a way that directly violates the posted terms and conditions and ModCloth reserves the right to discontinue our business relationship as resultI previously included the passage [redacted] our Share the Love terms and conditions which states this I have included a portion from ModCloth's terms of use which states what the customer agrees to by utilizing any of ModCloth's servicesThis information can be found in full here: http://www.modcloth.com/help/terms-of-use "You agree that ModCloth may, without cause or prior notice, and without liability to you or any third party, immediately terminate your ModCloth membership, any promotion, accumulated reward or virtual currency associated with your membership and/or email address,, access to your membership page, access/participation in any special marketing groups, access to our blog, access to or participation in any promotions or contests, or access to any of our social networking pages, in accordance with the these Terms of UseAny suspected fraudulent, abusive, or illegal activity that may be grounds for termination of your membership may be referred to appropriate law enforcement authoritiesThese remedies are in addition to any other remedies ModCloth may have at law or in equity Cause for such termination shall include, but not be limited to, (a) breaches or violations of the Terms of Use or other incorporated agreements or guidelines, (b) requests by law enforcement or other government agencies, (c) a request by you (self-initiated membership deletions), (d) discontinuance or material modification to the Site (or any part thereof), (e) technical or security issues or problems, (f) inactivity, (g) engagement by you in fraudulent or illegal activities, (h) nonpayment of any fees owed by you in connection with the Site, and/or (i) no cause at all Termination of your ModCloth membership includes (a) removal of access to all offerings and features on the Site, (b) deletion of your password [redacted] all related information, files, and content associated with or inside your membership page (or any part thereof), and (c) barring of further use of your membershipFurther, you agree that all terminations for cause shall be made in ModCloth's sole discretion and that ModCloth shall not be liable to you or any third party for any termination of your membership, any associated email address, or access to your membership." The decision to end our relationship with Ms [redacted] was not taken lightly and was considered on multiple levels before finalizedWe are unable to reimburse Ms [redacted] for the gift certificates that she purchased through a third party seller and will not be reinstating her account on ModCloth or her ability to purchase through any other accountPlease let me know if there are any addition concerns or information required [redacted] Customer Care Shift Manager ModCloth.com [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/09/04) */ Dear Ms [redacted] We have received the complaint submitted by Ms [redacted] on August 29th regarding her product return with ModCloth.comThe return in question, #XXXXXXX, was received days after the original date of shipment which, per our returns policy, makes it ineligible for a refund or store creditThis is outlined in the following passage directly from the ModCloth.com website: Returns received by ModCloth between and days after the original order shipment date (as printed on your packing slip)This information can be found here as well: http://www.modcloth.com/help/returns_exchanges Ms [redacted] contacted us on August 20th regarding this policy after receiving the email from our returns team and, due to delays, she was not responded to until the 2nd of SeptemberOn the 2nd, Care advocate [redacted] Sreplied to her email and offered her full store credit which was applied directly to the customer's accountAt this time, Ms [redacted] has been issued the full $store credit for the return of order #XXXXXXXThis was done in effort to maintain a good relationship with Ms [redacted] and was offered before this complaint was addressedIf you need any additional information regarding this matter, or have any questions, please let me know Sincerely, [redacted] Customer Care Shift Manager ModCloth.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2015/08/14) */ Dear Ms [redacted] , We have received the complaint filed by Ms [redacted] on August 10th, In this complaint, Ms [redacted] expresses her frustration with the processing time for her order and that her card was charged immediately for an order that did not ship as she expectedMs [redacted] contacted Customer Care at ModCloth twice about her orderDuring the first conversation, which took place on July 30th, 2015, Ms [redacted] asked for her order to be cancelledShe was told that this was not possible due to a system limitation and that we could attempt to upgrade the shipped at no costA request was filed with a shipping specialist in our fulfillment center to upgrade the shipping methodThis upgrade was successful and the shipping on her package was upgraded from the free Savvy Saver shipping to the $ASAP method at no additional cost to Ms [redacted] It should be noted that while the shipping method was upgrade, this did not impact processing time as the order was originally placed with the basic shipping methodThe original Savvy Saver shipping Ms [redacted] chose does have processing time which is determined by volume of orders and no specific processing time is stated for Savvy Saver shipmentsUpgrading the order to the ASAP shipping method only ensured that once the package left our fulfillment center, it would arrive in 1-business days Ms [redacted] contacted us again on August 3rd, 2015, to check on the status of her shipment and to advise that she would not be able to receive the package at her address past August 6th, The advocate she spoke with offered to file a change of address request with the shipping specialist only if the package would not arrive by August 6thMs [redacted] 's package shipped out shortly after that conversation and arrived to her on August 4th, Ms [redacted] left multiple posts on the ModCloth Facebook page expressing her frustration with ModCloth and commented on other customers' posts, as wellAs result, one of our Customer Care Social Specialists followed up with Ms [redacted] on August 3rd, 2015, prior to her order shipping, to explain the delay and the pending authorization on her accountIn her complaint, Ms [redacted] states that ModCloth captured funds prior to her order shippingModCloth only authorizes funds when an order is placed and doesn't fully capture them until the order ships from our fulfillment centerMs [redacted] was not charged for her order until it was fulfilled and shipped In her complaint, Ms [redacted] is asking for the cancellation and refund of her order, however, her order shipped from ModCloth on August 3rd, and has already been delivered to herAt this time, we are unable to offer a cancellation and refund of this orderMs [redacted] is welcome to return the order to ModCloth for a full refund as long as the order is received within days of the date of shipmentIf Ms [redacted] needs longer for the return or would like to discuss this further, she is welcome to write in to [redacted] @ModCloth.com and write ATTN [redacted] in the subject lineI am happy to personally help I do want to state that ModCloth recently went through a fulfillment center shipping system update in which the shipping department shut down operations on July 27th for a day to install updated softwareThis shutdown did cause general shipment delaysMs [redacted] 's order was placed on July 26th, one day before the fulfillment center shut down and as result was impacted by the general delaysWe did message the processing delays but this was after Ms [redacted] 's order was placed and I absolutely apologize for any frustration the delays caused herIt was an oversight on ModCloth's part that the potential shipping delays were not posted soonerI am very sorry that Ms [redacted] 's order was delayed as result and that her experience with ModCloth was not better Please let me know if there are any further questions or concerns [redacted] Customer Care Shift Manager [redacted]

Initial Business Response / [redacted] (1000, 8, 2014/12/18) */ Dear Ms [redacted] We have received the complaint submitted by [redacted] on 11/25/regarding the cancellation of her order #XXXXXXXX with ModCloth.comThe order in question, #XXXXXXXX, was placed on 11/11/While the website does advise orders placed with Savvy Saver shipping method may be subject to a 1-business day processing time, the order did pend longer due to holiday shipping delays Ms [redacted] contacted us via phone on 11/19/about the status of her order and spoke with [redacted] on the customer care teamLacy checked our shipping system and did not see any issues other than the shipping delay at that time On 11/30/our shipping team went to process her order and realized that the order needed to be cancelled because the item that was purchased was not in stockSince no funds were captured, we voided the authorization of $30.99, and send Ms [redacted] an email detailing the issue with our deepest apologies and included a 20% off coupon for the disappointment Ms [redacted] contacted us again on 12/3/2014, extremely upset with the oversale and she spoke with one of the customer care managers, [redacted] gave the customer a $gift certificate as a show our good intentions, since the original item ordered was no longer available [redacted] also explained the oversale in detail to the customerPlease feel free to let me know if you need any additional information regarding this issue, and I would be happy to help! Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/12/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response because the intial 20% was almost as much as they advertise on a basis( 15%) was offered when I purchased back in OctoberNow, I'm offended because after they failed to admit that they dropped the ball, as a way to say " We apologize" I was offered basically 5%, because technically the was already part of the promoSimilarly, it wasnt until I sent an email to express how badly they handled the account, that I was even offered an additional 20% along with extra attitude from the young lady I spoke with I only intended to spend $at that time of purchase, so I recognize its not a large sum, so I suppose thats why their "good faith" offer is basically taking off taxes and maybe $exta bucks Well, in my opinion the principle of the matter out ways $ I was a first time customer so I decided to order small and get a feel for companyThere were several other items I had on my watch list, for a future purchaseNot too mention I told my BFF about you and she was intetested in buying a few items I shop through Amazon & Ebay on a regular basis and I have never encountered this issue and their customer service people are very professional Mod Cloth could have offered the standared buy one a second item 1/off and it would have been a better offer, but at this point, Im tired of going back and forthI work for a major airline and we dont ask our customers to come up with a solution, we just make sure they fly with us again in the future Final Business Response / [redacted] (4000, 12, 2015/01/06) */ While we could have been more proactive with our communication with the customer regarding the inventory issue on her order, we have since offered her the previously mentioned 20% off coupon and a $gift certificate

I placed an order for three items on 2/12/I received information that they had shipped on 2/14/in an email with a tracking linkThe tracking link broke the next day, leading to an error page, and trying to log in to my account revealed that my order history was goneWhen I contacted customer service for the tracking info (waiting minutes on the phone before it hung up, and then minutes for live chat), I was told by [redacted] that the site was doing some sort of transition, which apparently caused the issuesI was given the tracking info from FedEx, and that was thatNo issue there, except the time I shouldn't have had to put in to find this outThe order arrived today, and there are issues with all of the itemsIn order to print a return label, which you have to pay $for, you have to go through your account-- which was STILL unavailable! I didn't want to wait on the phone again, but I did have to wait another half hour for the chat supportAt that point, " [redacted] " proceeded to tell me that due to the site transition, it would be "a few days" before I could generate a labelShe was rude when asked for clarification about what "a few days" meant, since I didn't want to have to check daily to see whether the site was fixedShe did not offer any sort of remedy for the issue, and when I explained that I had spent more than an hour with customer service dealing with this order due to their site issues, she insisted it was a "slight delay" and that I could just waitYeah, okay, but their return policy depends on the day the item was shipped-- the longer this delay is, the higher the potential that they won't get the stuff back within days from the date of shipment, and then it's store credit only! She also stated that their site had signage about the transfer issuesThat's true, NOW it does, but those were not present when I placed my order, not present on the broken tracking link's error page, and generally not helpful as to fixing the issues created by the eventI would have waited to place my order had I known this was upcoming, but of course they wouldn't tell customers that because they'd lose money! The company didn't send an email notifying customers of the problem (especially those with pending orders) and instead made anyone concerned spend a huge chunk of time waiting on customer service, only to then present said customers with rudeness and a complete lack of care for the customer experienceAt this point, I will be paying $to send the items back, so I've basically PAID ModCloth to give me the worst online order experience I've ever hadIt might be such a small amount, but I'm incredibly upset at how I was treated and I don't want them having a dime of my moneyAt the very least, that charge should be waivedI won't ever shop with this company again, but per [redacted] , that's just fine by them!