Talbots

Additional Notes

Complaint: To: TALBOTS Corporate Office & HeadquartersAnd Customer Service1 Talbots Drive, Hingham, MA 02043From: ******* ** *********, Talbots Acct. **** ****Re: Erroneous billing resulting from 12-10-12 purchase in Evansville, IN storeAnd shipped to home addressI am setting out a history of my problem. Some of it is probably is not relevant to the specific problem, but I am attempting to give you a complete picture of the hassle and erroneous financial charges that have occurred because of TALBOTS CATALOG SHIPPING THE WRONG PRODUCT (Le. a pair of blue jeans instead of Italian wool slacks). The SECOND error of TALBOTS CATALOG is not mailing me the RETURN SHIPPING LABEL for returning the blue jeans.I have been a long-time customer of Talbots (shopped in Owensboro, KY store and Evansville, IN stores) and have always received good service in the past. I live in ********* , KY, am ** years of age and no longer make frequent trips to Evansville, IN. I also have received Talbots gift cards from a friend from time to time because they knew how much I liked Talbots merchandise and service.I have invested an inordinate amount of time trying to correct Talbots errors.My correct charges for 12-10-12 purchase is:$59.99 (includes 3.60 KY sales).All fees, interest, shipping, bank charges should be removed. I should receive a corrected written statement to this effect and that my credit rating has in no way been damaged because of this mix up.*** ****** Lane, *********, KY *****Ends: 3 pagesCopy of all info to Better Business Bureau

History of Talbots Problem commencing with 12-10-12 Purchase in Evansville, IN Store12-10 Clerk placed order for Italian wool slacks via red phone for me for shipping to my home;12-17 My second purchase in store was for 2 coordinating pieces to match slacks. This purchase of $95.65 was charged to my gift card. (This outfit was intended to Christmas Holiday use).Note: as of 12-10-12 card balances were $9.64 and $23.39
12-___ Received from Talbots Catalog the erroneous shipment ol blue jeans Instead of Italian wool slacks. l called Evansville, lN store and helpful clerk placed a call to Talbots Catalog (T.C.) about this error. T.C. promised to ship my wool slacks before Christmas AND mail the return shipping label re the jeans. I had the Jeans with proper paperwork packaged for return and waited for the shipping label from T.C. in the mail. (which never came).12-17 Received ñrst erroneous statement from Taibots12-22 I wrote memo to T.C. reminding them of erroneous shipping charge and addt'l .48 tas12-___ received the wool slacks but unfortunately too late to have slacks hemmed before Christmas; thus, no Christmas outñt.12-25-12 1-_13 was out of town for extended period.20131-17 Started to receive Talbots statements (which were INCORRECT and the addition of fees, charges___ My extended illness homebound2-17 Talbots statement- INCORRECT'3-5 approx. phoned Evansville, IN store during illness and tried to discuss this matter on the phone with no resolution - matter had gotten too complicated. l asked clerk to make a record of my phone call to reflect my effort to resolve the problem and that when I was well enough. l would come into the store with all my documents.approx. 5:30 7:00 hand carried jeans to Evansville, IN store special trip discussed and reviewed all sales receipt, catalog endosures, statements with Store Manager, *****.***** did a return on jeans in the amount of $63.59; but told me she could not help with the erroneous fees and charges. ( l felt that as a customer and because the problem resulted because of Talbots Catalog errors that l should not have to take any more of my time to straighten out Talbots errors.) ***** plaœd a phone call to a Call Center l?) - to *******, personal ID ******, ********* ****. in West C0. and handed phone to me. l discussed with ******* (over and over again) the facts relating to this matter. She also said she could not do anything about the fees and charges. ******* told me that I could file a dispute. She finally said she file the dispute and l told her I wanted her to do this. ******* told me she could not give me a phone number of Bank where l could call back about the status of this matter. She said she worked on Friday evenings and would up and call me back wlth status -that It might take approximately 6 weeks to resolve this.(l stood at Talbots check-out counter with papers spread on counter talking with ******* for a LONG time -very exhausting.)l asked ******* to phone me at home on Friday evening and give me a status.******* told me it was necessary for me to make a payment of $110.00 to put a hold on this account and not to incur any more fees, charges. I told her I was not in the habit of making payment on an amount which I did not owe. l wrote my personal check #**** dated 3-15-13 in the amount of $110.00. *****, the store manager, did an electronic transfer and returned the hard copy oí check to me. I emphasized more than once to ******* that she was losing a Talbots customer. She said 'her bank had assumed the account from another bank.„'TALBOTS STATEMENT HISTORY ACCT **** ****12-17 statement ********** order summary slacks w/ KY tax 59.99Shipping 8.00Addt' l tax .48Total Ordered $72.0712-22 I  wrote memn to T.C. reminding them I did not oweShipping of $8.00 nor .4820131-17 flannel slacks 59.99Shipping 8.00Fees 20.00Interest 2.77New balance $149.952-17 previous balance 149.95Fees 35.00Interest 3.21New balance $188.16(page 3 of 3 pages)Tri-State BBB 3101 N, Green River Rd., Suite 410 Evansviìle. WAT/'15Memo from ******* ** *********, *** ****** Ln., *********, KY *****3-21-13Would you please:review the enclosed dispute re Talbots and bank charges, file with your ofñoe;forward to the appropriate BBB in CO (where ******** Bank is located -the phone person would give me an address or phone no. for ******** Bank just said shewas calling from West CO).l appreciate your help.

Desired Settlement: Please see attachment.

Business Response: Dear Ms *********,

Thank you for contacting us about your order mishap. Please accept our apology for our mistake in sending you the incorrect item and the hassle this has caused you. From reviewing your order *************, the $8 shipping was credited back to your Talbots Credit Card on 1/16/12 and should be reflected on your 01/17/13 statement. Also, I see that we failed to send your Pre Paid Label as promised on 1/19/13. However, we are happy to see that you were able to make to the store to return the jeans and receive your full credit of $63.29.

Ms *********, in order for the finance and late charges to be handled, in addition to, the letter of letter of corrections of your credit status from the credit bureaus, we will have to send this to ********* bank as a disputed matter on your Talbots Credit Card. Of course, we will expedite this issue so that this matter is handled with top priority for the quickest resolution. You will be contacted by a representative from ********* bank, within the next few days, who will be handling the dispute of finance and late charges.   

Thank you again, Ms *********, for your continued patronage to Talbots. For your trouble, frustration that this matter has caused you, please look for a $75 Talbots Gift Card in the mail in the next coming weeks. We'll mail your gift card to your mailing address that we have on file, <st1:address w:st="on"><st1:street w:st="on">*** ****** Ln <st1:city w:st="on">*********, <st1:state w:st="on">KY <st1:postalcode w:st="on">*****.  Happy Shopping, Ms *********!

Sincerely,
***** * *********
Corporate Support Supervisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: Talbot's frequently advertises merchandise on their website that is not available. Several times I have placed an order only to get an email stating they are searching their stores for the merchandise which never materializes. In the meantime, I have sometimes ordered other items and end up paying shipping but never receiving the items that I really wanted. I recently used gift card to purchase items and they sent a credit in the form of a letter. The Talbot's store wouldn't accept it and ended up throwing the paper credit away and now I am out the $39 credit. Very horrible experience for a loyal customer for over 20 years.

Business Response: Dear Ms. *****,
We are so sorry that this happened. When merchandise is no longer available in our distribution center, we check our store inventory for the item(s) via our "Direct Fulfillment Process." When we have store inventory available to ship, we list the item as “available” on the website. However, the website isn’t able to distinguish whether the item will ship from the distribution center or one of our stores. If you are able to call to place your order, our Customer Service specialists will be able to tell you whether the item is in stock in our distribution center to ship to you immediately, or whether we will be attempting to ship your item(s) from one of our stores.

You may always place an order with us at 1.800.825.2687. When ordering online, you may also chat with us live from our website with any questions or concerns you may have. I also really want to apologize that the store would not accept the credit you received in our letter. If you ever have any issue like this in store, please just call our Customer Service department, or even have the store call directly. I did notice that we were able to reissue the merchandise credit for you after you emailed our Customer Service department on 2/26. It is now on its way to you.

As a token of our apologies, I have also credited back the shipping and handling you paid on your last two orders. I am also forwarding your comments and concerns regarding the Direct Fulfillment process to management for review. I really hope that this is helpful, Ms. *****. If there is anything else at all that we may do for you, please feel free to email us at customer.service@talbots.com, call us at 1.800.992.9010, or click-to-chat with us live online at www.talbots.com.

Thank you again for shopping with Talbots.

Sincerely,
***** ********
Corporate Support Supervisor

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: Purchased a blazer in the Plaza Frontanec store on Jan 8th. The blazer was 50% reduced. On Jan 17th I received an e-mail from Talbots stating the same jacket same color and size was now on sale for 70% off. Having not worn the jacket the original tags were still on and I had the receipt I took the jacket back and ask the price be adjusted. *****, the manager, told me that would never happen unless there might be another jacket in the store. At no time did any one offer to see if there was anther jacket in the store. She just informed she worked at Talbots for five years and refused to help me. This was not a final sale item. I then went home and attempted to order the item from the catalog but did not believe the transaction went thru. I then look to see if I could find the jacket at another store. I did at the Plaza Frontanec store, same size and color. I reserved the jacket and went in on the 19th and exchanged it. Never receiving any notification that I really had placed a catalog order until Tuesday the 22nd I received an e-mail my blazer was shipped. Thursday I recieved the next blazer. I then went to the Chesterfield Mo store @1580 Clarkson Road hoping to have better customer service. I had received an e-mail from Talbots on Wednesday that the same jacket size and color was now $39.99. When I returned the jacket I said I now have 2 jackets same size and color and want the $39.00 price. This time I was introduced to ******* ****** the store manager and she told me that would never happen and she also told me there would be no further discussion about the matter. I could return the two jackets if I chose but could only repurchase one out of the catalog because they would now take the two jackets off the floor so I could not repurchase one of the for the additional sale price. As I was walking out the door there it was same jacket size and color on the sale rack for $39.99 so they said I could purchase that one. The one they sold me is full of wrinkles which I remarked about.

Desired Settlement: I believe the policies and managers work practices need to evaluated. I have been a good customer of Talbots for 25 years and if I am being treated this way so are many more people.Had I worn the jacket I could understand but I am extremely disappointed by this behavior. I am a consumer and to be treated as a preschooler is unacceptable. I will made sure to tell my story to anyone I know that shops at Talbots. On the other hand I hope that ****

Business Response:

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: Tried to take advantage of a promotion advertising 50% off on Dec 26th. Below are the details as published at Talbot's website. 50% Off + Free Shipping 50% off your entire merchandise purchase, plus Free Standard Shipping on $125 or more valid Wednesday, 12/26/12 online only. Use offer code TODAY. 50% off discount will be applied at checkout. Free standard shipping valid on orders of $125 or more shipped via standard delivery (6–9 business days on in-stock items) to one shipping address within the continental U.S. or Canada. Additional charges may apply if you choose express delivery and/or multiple shipping addresses. All applicable duties and taxes will be paid by the package recipient. Taxes, shipping and handling fees, purchases of Gift Cards or e-Gift Cards, and payment of a Talbots Charge account are excluded from the discount. Offer may not be combined with other offers, coupons or discounts and cannot be used for prior purchases. No price adjustments. No rain checks. No cash value. Not transferable. Final sale merchandise cannot be returned or exchanged. Associates of Talbots and its affiliates are not eligible. Retirees and corporate accounts of Talbots and its affiliates also are not eligible. I attempted to place an order online at 10:00 PM US PST since I live in California. Talbots' website wouldn't accept the offer code of TODAY, so I phoned Talbots at 1-800-TALBOTS to place the order by phone instead. The customer service representative wouldn't honor the discount. She explained that the offer had already expired at midnight US EST. I explained to her that the offer details didn't specify a time zone and that the website still advertised the 50% discount. She apologized but said that she couldn't do anything to help me because that was Talbots' policy.

Desired Settlement: I would like Talbots to honor the discount on the items I intended to purchase and that in the future they either specify that offer is only valid for EST or that they honor discount at other US time zones: CST, MST, PST and HST.

Business Response:

Dear Ms ******,
Thank you for your recent notification to us about not being able to use the "Today" 50% promotion on Monday 12/26/12, due to a time zone difference.

Ms ******, please accept our apology on not giving you the best customer service that you deserved. We should have honored your request to use the 50% promotion because there was not a specified time zone mentioned in our promotional advertisement disclaimer online. We would be more than happy to honor the "Today" promotion for you. In looking at your past orders, I came across only one dated 122712******* for $86.18, not the amount quoted in your claim to us. Please give us a call at 1 800TALBOTS so that we can manually apply this promotion as it has expired on our website. I will have detailed notes on this specific issue on your profile so that the transaction goes very smoothly. Or if it is more convenient for us to call you to place the order just let me know in your response and I can have one of our representatives call you. Please understand that because this was a one day event promotion, this extension can be only on one order until Sunday, January 6, 2013.

Additionally, to further avoid circumstances such as this, I have passed along your compliant to our corporate management to ensure we specify time zones to included EST, PST, etc... in our disclaimers as we have been in our past sale advertisements.  We want all of our Talbots customers to be able to enjoy our fantastic and end exciting sale events!

Ms ******, I hope that I have helped resolve this matter for you and I look forward to hearing back from you with your decision on how you want to place your next order.

Sincerely,

Corporate Support Supervisor

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

Additional Notes

Complaint: I received an e-mail from Talbots stating that I could receive an additional 30% off my total purchase above and beyond their already marked down sales prices. Their website has been having problems for the last week calculating these discounts, and they are fully aware of this issue. When I placed an order last week, I had to directly call Talbots in order to receive the discount and to place the order. But when I called today, a representative as well as a supervisor refused to adjust the order and to give me the discount. They state that I am reading the website incorrectly, and that the items are not an additional 30% off which is false. I have a screen print of their website showing the 30% off offered to all merchandise (no asteriks is listed to limit), as well as an e-mail from the company reflecting their advertising. A customer service representative named Ron and a supervisor named Brent both refused to adjust for the discount. This isn't the first problem I have had with Talbots. Over the last year, I have received faulty merchandise including wrong sizes, material that shrinks, and bad stitching on jeans. Now I am having incessant problems with their website completing the correct discount which is advertising fraud. They have been alerted of this problem by numerous customers, including myself, and they have failed to correct the problem in an expedient manner. So at this point, I am writing to make a formal complaint of the problems experiences, and I do not plan on shopping with them again.Reasons like these is why Talbots is having financial problems. Good grief!********* ******

Desired Settlement: If they want to compensate for the continued problems and to keep me as a customer, they need to take my previous order from last week and adjust it to the new sales price plus give me the extra 30% off advertised on their website and e-mail (code HOLIDAY). Otherwise I will return the merchandise and will not do business with them again.

Business Response: Dear ********* *******

I am writing in response to your recent complaint concerning the HOLIDAY 30% promotion.  I apologize for your disappointment in Talbots and any confusion caused by this promotion.

Our records indicate that order ************* was processed with the 30% HOLIDAY promotion.    However due to your inconvenience as well as your disappointment in Talbots merchandise in the past, I have processed an additional 30% discount on this order.  You will see a credit of $58.64 on your next American Express  statement.

Please feel free to contact us if we can be of further assistance.  Thank you for shopping with Talbots.

Sincerely,

*** ****
Corporate Support Supervisor

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,
********* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

Additional Notes

Complaint: talbots sent me a ad for the month of oct. 2012 and in the ad where some boots named ***** riding boot price in ad at $24.00. i called tablots in champaign il. and the clerk told me it was a misprint and that talbots was giving a 25% off coupon that is not fair that they quoted a price in they ad. so she told me that to call corp. i call and the corp said that it was a misprint from the printer, a printers error ....but on facebook they told others and wrote back to me that it was a administrative error. they said that they was sorry for any disappointment caused by the administrative error in there recent catalog regarding the ***** riding boot. and that they certainly value my business and hope i understand the reason they cannot honor the printed price. As a valued customer, they hope i will give them the opportunity to make it up to me in the near future....i have been shopping with talbots over 30 years i'm very upset i feel sick and i couldn't sleep

Desired Settlement: to honor the price that was in the ad

Business Response: Dear Mrs. ********,

Thank you for your e-mail.  I apologize for your frustration surrounding the ***** Riding boots.  Yes it was an administrative error, we will be happy to give you 25% off of the correct price of $249.00.  Again our apologies, if you have any further questions or would like to order the boots,  please call us 1-800-992-9010.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: On September 11, 2012 purchased a number of items from Talbot's. Of the items purchased s few of them were FINAL SALE. When I received the items two of the FINAL SALE items a Smocked Silk Dress and a pair of jeans that clearly were nowhere near the size the represented the measurements are not consistant with the measurements on the website. I contacted customer service and was told that the website has general measurements, but if you call they have measurements for each individual item. That bit of information is not listed on the website. I was asked if I had ever worn Talbot's clothing before and told these items have been in the store for months and I should have tried them on before I bought them FINAL SALE. I was informed that they would allow me a FINAL SALE exepemtion just this one time and in the future I would need to try the items on before I order them final sale. I addition to the insult to my inteligence regarding the sizing and their FINAL SALE policy, the Smocked Silk Dress is currently being sold merely as a sale item (not FINAL SALE) at a higher price. Talbots would make the one time exception to return the items this time at my expense. I would have to pay to have them shipped back to receive a refund on some irregular products that they were trying to clear out of their inventory. As I told the customer service representative, I have just bought and paid for this lesson. I'm not going to pay for you to send me crap and for me to send your crap back to you. I, my mother (******* **********) and my sister (********* **********) have shopped with Talbots for years (check your records) and have highly recommened them to many friends. We, all three, have been so dissapointed in the service and product quality as of late that we have decided collectively not shop with Talbots anymore. My mother (******* **********) is now in possession of items that need to be returned because Talbots clearly shipped a skirt in a package labled pants to her instead of the pants she ordered. She also bought the same pair of jeans and has the same sizing issue in addition to other issues with items she has ordered recently. These only two of the issues she has had with ordering from Talbot's recently. It is sad that a name which was once synonymous with great classic, quality clothing has diminished so greatly. Regards, ****** **********

Desired Settlement: Ultimately I would like the items I ordered in the correct size. Absent that, I would like a refund not at my expense.

Business Response: Dear Mrs. **********,

Thank you for your recent e-mail.  I apologize that you were not familiar with the final sale policy.  I have emailed you a prepaid return label so that you will not be responsible for the postage back to Talbots.  Once the merchandise is received you will be credited.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

Additional Notes

Complaint: Talbots does not notify their ***** customers that pay via on-line bill pay that even though they request through ***** that their bill be payed on the bill statement due date, the payment will not be processed by Talbots until the next one or two days (after receiving the money from ***** on the billing statement due date) resulting in a late fee of $35.00. I have been informed by Talbots that they only process same day transactions with four banks and ***** is NOT one of them. However, they have chosen to withhold that information from their customers resulting in numerous late fee charges thay they then get to charge to those customer's accounts. I was also told that they use Checkfree to process their checks that come from the banks via on-line bill pay. It seems wrong that if you go to Talbots.com to pay on-line, you are told that you are using Checkfree to process the payment and it is coming from you bank account. Also, via Talbots.com, I was notified by Checkfree that the payment would be credited to my Talbots account on the same day that the payment was processed. Why then when the check come straight from my bank account via ***** on-line bill pay, can't Checkfree/Talbots post the payment to my account without having to "process" it for 24 to 48 hours? Why do they say they have to wait 24 to 48 hours to post the check?
It is coming straight from my bank account! It seems like Talbots is able to collect a lot of extra "fees" with this deceptive practice. ***** is the largest bank in the United States and they do not think that they should let their customer's know that if they use the on-line bill pay via ***** that all of their payments will be posted as late unless they ignore the statement due date and pay several days earlier? I have several department store credit accounts and this is the ONLY store that will not post to the account the day that ***** sends the money to the payee.

Desired Settlement: Notify customers that if they use any other bank other than the "4" banks that they can process same day transactions from, they must ignore the statement due date when they are using on-line bill pay through ***** bank and have the payment arrive several days earlier.

Business Response: Dear Mrs. ********,

Thank you for your recent e-mail.  I apologize for your disappointment.  I have removed the $35.00 late fee from your account.  Please know we have several options for making payments, you may pay at any store or online at checkfree.com.  Please note if you pay online through checkfree, there is a terms and conditions page, there are days that payments do not post so please plan in advance if you chose this option.  Thank you for shopping at Talbots.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I do not understand why you can not work with large banks like ***** to determine a "processing" time that would allow the payment to be processed on the day the statement says it is due?  Why does ***** say that it takes one day to "process" the payment but Talbots has to "hold" the payment for days after that making the payment late.  Why do no other stores have the problem that Talbots has?  I think Talbots need to look into upgrading their bill payment process.

Business Response: Dear Mrs. ********,

Thank you for your feedback.  I appreciate the response and I will share your concerns and comments with the appropriate departments.  Thank you for shopping with Talbots.

Sincerely,
***** ******
Assistant Manager, Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: Twice in the last three months I've order items online and paid for my purchases. In one case when the shipment arrived (I had ordered two items), a note was on the receipt that one of the items was not available. I called and asked that they give me the same discount on another item. They later found the item at another store. On 7/16/12, I ordered another item online and paid for it. On 7/17/12, I received an email informing me the item was no longer available. How could I be allowed to buy an item and then btold it wasn't available. I was asked if I wanted another item. Bait and switch!!!!!!!!!!!!!!!!! **

Desired Settlement: I think Talbots has to modify their online shopping to not allow a purchse if the item isn't available. I would like to know how Talbots decides who receives an item.

Business Response: Dear Mrs. *******,

Thank you for your recent e-mail.  I apologize for your disappointment.  At the time when an order is placed, if we do not have inventory in our warehouse, if there is a possiblity that one of our stores may have it, we will attempt to get that item from the store and ship it to you.  When you receive the notice that the item is no longer available then we have attempted to locate the item for you in our warehouse and in our stores across the county.

Again I do apologize for the disappointment and frustration this has caused you.

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I purchased an item from you that you made available on line  and it is your responsibility to honor my purchase. If your program is incorrect in how it allows someone to purchase an item, then fix it. You have
no disclaimers stating that the item may not be available.

Business Response: Dear Mrs. *******,

Thank you for your e-mail.  We have conducted a second nationwide search and was able to locate the white eyelet jacket.  Our Wayzata, MN will be shipping it to you.  If you would like the tracking number please feel free to contact them in two business days at ###-###-####.  Thank you for shopping with Talbots!

Sincerely,
***** ******
Assistant Manager, Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

Thank you.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

Additional Notes

Complaint: On 1/17 I placed an order at the talbots website for $94.64 with free shipping (with order confirmation email). While on 1/19 talbots charged $151.92 to my card WITHOUT MY ACKNOWLEDGEMENT. Upon receiving items I immediately returned them, but was credited back $137.04 onlyl. I contacted their customer service, but it's not helpful.

Business Response: Dear Mrs. ****,

Thank you for your inquiry.  We have submitted a credit of $14.88 to your Visa card for the shipping and handling fees.  If you need any further assistance please contact us at **************.  Thank you for shopping with Talbots.

Thank you,
***** ******
Assistant Manager, Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I placed an order online with ******************************************* On Jan 17, 2012. With this purchase I used a 40% off and free shipping coupon, while I made this purchase, the discount was showed on web and I also got the order confirmation form Talbots. The total price after discount and tax would be $236.07. The attractive price let me make the decision to submit my order. A week later, I found Talbots try to charge me 3 times from my credit card for: $236.07, $395.69 and $159.62. I have enough reason to believe that Talbots do it in purpose. They spread a coupon code online to trap customer make the purchase, and then they can charge customer more money. It is not just a mistake. It is a very serious fraud online business. If they found there are something wrong with the coupon code, they can contact the customer and cancel orders. They do not have no choice. But they chose to charge their customer more money. By the way, I have talked to 2 of their customer service. The first one is really help and resolve some problem. But after I check the shipment I found they only shipped me 16 item (I have ordered 17 item). I try to contact them to ask why they charge me the full price for 16 items. The second customer service (****) told me they already cut the shipment for "Generous". And they are going to charge me around $336. I was trapped by them. How could they say a Victim get "Generous" treatment from the Swindler? And I also doubt about their math skill. The second customer service told me I got 21 items before she do the count. They offer me that I can return the item back. But how can I trust them, they will refund me the proper amount money. Or if I ship it back, will they cover the shipment. I know the economy is still not good, but this could not be the reason that Talbots does their business like that. I think that is a business fraud case. Everybody shopping with Talbots should be careful from now.Since I start shopping online ,this is the first time I feel I was trapped. If BBB can not resolve this problem. I thought there must be somewhere can deal with the dishonest online business.

Desired Settlement: 1.. Apologize and shipped me my order and charge me the $236.07 for the 17 items. or 2. Apologize and let meI returned them back to store (I do not want to pay any extra money before they resolve this problem) and get all the refund (how much they charged me, I do not want bear any loss)

Business Response: Dear ** ****,

Thank you for your e-mail.  I apologize for the confusion regarding your recent online purchase.  After reviewing each item and the price you were charged, you were given 50% off of each item.  At the time of the order, 16 items were ordered and all 16 items have shipped.  The merchandise total was $346.34, sales tax was $28.77, shipping and handling was $19.00 and shipping and handling tax was $1.58 for a grand total of $395.69.  On 1/20/12, you were given an additional 10% savings and free shipping and handling as a token of apology for the confusion.

We did have a promotion for 40% off that ended on 1/12/2012, you placed your order on 1/16/2012 and received 50% off, this is more savings than the 40% off. 

If you would like to return the merchandise, you may.  Please understand you will need to mail the merchandise back to our warehouse, our store will not be able to accept the return.  I will provide the return address below.  Once the merchandise is received, your account will be credited.

Catalog Returns
*** ******* **** ********** ** *****


Sincerely,

***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

Talbots explanation is what I have already got. The coupon that has been expired is not a good reason to explain what happened to me. If the coupon has been expired why I can use it and get the confirm letter. What Talbots did is making the expired coupon work online to bait the customers and, secretly, charge them more than the order confirmation they sent out. 

1. Offer: The coupon code worked online on 1/16/2012 when I made the
purchase.

2. Acceptance: I placed the order and got the confirm letter. I kept in silence
to the confirmation (to pay $236.07 for 17 items)

3. The contract has been created.

4. Talbots modified the price they promised to charge without my consent and
sent the products out. Talbots breached the contract first. According UCC code,
only when the modification is sought in good faith, the modifications could be
enforceable without consideration. Talbots charged their customer more without
the consent of their customer. I do not think that modification is sought in
good faith.

 

This could be a very hot topic for
most business magazine and customer report for business scandal—online cheating
sale.

 

 This order has taken me more time. I will only
pay what I promise I am going to pay ($236.07 for 17 items, if I only got 16
items, I will pay $225.03=207.8+17.23 tax). By the way, that is the maximum I
am going to pay for this order. Not even a penny for the shipment to return. If
the return is free, I can accept to return the items back but you should wait.

 

From the beginning, the online shopping
is to provide convenience to people who have no time to shopping. But the
experience shopping on Talbots just taught us, for some business the online
shopping they provided is to “bait” the customer and try to charge more. This
example is enough to destroy the reputation of all the online businesses.

 

I will present my evidence with
this rejection letter.

** ****

Business Response: Dear Ms. ****,

Please fax the copy of the confirmation with the amount to ************.



Sincerely,

***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

I have faxed the order confirmation to the number you sent me. Please be sure you can get it. I have the receipt of the faxing cost.

Regards,

** ****

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

Additional Notes

Complaint: On August 4,2011 I purchased several pairs of Talbot's ******** *** **** *** ******** jeans. I paid $17.49, $18.98, and $19.49 for them depending on the color and size. Talbot's is currently selling these same jeans for $20.99 to $23.39 during their RED HANGER CLEARANCE SALE advertising these same jeans that are at least one season old as part of their 45 to 70% savings. I also pruchased a pair of their ********* *** **** *** ********* Jeans. I paid $18.98 for them. They are currently selling for $22.98 I also purchased a pair of ******** *** ***** ******** Crop Pants. They were originally $134.99. They are on sale for $40.19. I paid either $34.00 or $34.50 for them. I could not find the order in my order history. They did not fit like the same size pant in the store. When I took them back and asked if they would give me a credit because I think they are sized wrong, I was told no because they were a final sale and that I should just "find someone at church who could wear them and give them to that person." I f those pants were a FINAL SALE, why are they being advertised for a higher sale price tham what my sale price was? Does this mean that I can return them now that they have been "reduced" to a higher price than what I paid for them?

Desired Settlement: I know and can prove Talbot's is recycling old merchandise, list them at a higher "original" price and then Marking them "down" to reflect the "new" discounted price. This is not only misleading advertising ,it is against the law. I believe in legal circles it is called consumer FRAUD. I want the company to acknowledge their practice, adjust their pricing and start identifying the season/year that a particular product was made for or in. I also think that if they are selling a product advertised as a FINAL SALE and a person has been unable to return that same article of clothing, talbot's should accept the item in exchange for a store credit. Talbot's used to be one of the best companies about their return policy. Since implementing their "NEW" policy, it appears that they have broken their own rules about what constitutes a "FINAL SALE."

Business Response: Dear Ms. Russell,

Thank you for your inquiry.  After reviewing your purchases, we have found that at the time of your order, we were having a point of sale promotion.  This means that we were providing an additional 50% savings on our sale merchandise at this time.  The sale prices before the promotion on the merchandise that you purchased are the same as todays prices that you see online.  We hold several promotional events throughout the year that are for specific timeframes, so while it seems that the prices have increased, the sale price remains the same.

The final sale return policy has been in affect since July 2010.  The return policy is posted on all receipts, online, items that are final sale state this beside of the item online, the order summary that comes with your order state our return policy and our return policy is also on our website at www.talbots.com.

After reviewing your account, we see that you have never had a return exception.  We will make this one time exception and accept the return, however, you will need to mail it back to us, the stores will not be able to take the return.  Our return address is as follows:

Talbots
Attention:  Catalog Returns
One Talbots Way,
 Lakeville, MA 02348


Thank you for giving us the opportunity to respond.

Thank you,
***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.] I did not put the ****** pants in my complaint to get preferential treatment. I have lost more than what I paid for those pants and will eventually do something with them. My point was that if a product was sold as a final sale, then that product was resold at a later date as a sale item again - that makes it a sale NOT a final sale and I should have been able to return it when I found the size mistake. I also used it as an example to show that if my claim was disputed, I had the proof.
Their 50% off sale going on now is still more than what I paid for the items in August 2011 and that is false advertising!

Regards,

**** *******

Business Response: Dear Ms. *******,

Thank you for your response.  Final Sale means that the item cannot be returned, it does not mean that it is the final price of the item.  I apologize for the confusion.

If you have any further questions please contact us at 1-800-992-9010.

Thank you for shopping with Talbots.

Thank you,
***** ******
Assistant Manager, Support and Research

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I received a coupon for 30% off my entire purchase, one-time use coupon expiring October 16, 2011. I went to the Wellesley store on October 15, 2011 to use it. They refused to accept the coupon stating that they were taking 30% off all merchandise in the store anyway. The coupon should have been in addition to the store sale. The coupon does say "not combinable with other offers" but does not define other offers. What is the difference between a markdown of 20 or 25 percent and a 30percent off the entire store? The coupon is not being treated as a coupon at all. It is just a gimmick to get you to the store. I would have bought substantially more merchandise if the coupon had been honored. I then received another coupon for the exact same discount good through December 11, 2011. Issuing these coupons and not honoring them is misleading and a fraud. If coupons are not honored why send them out? The marketing campaign has flopped because even though I have another coupon I don't believe that they will honor it.

Desired Settlement: If coupons are issued they should be honored otherwise the marketing campaign should be changed to advertising a sale only and not that there is any special coupon discount.

Business Response: Dear Ms. ******,

Thank you for your e-mail.  I apologize for the misunderstanding of our promotions and how it is worded on our promotional cards.  I have sent your concern to our Marketing department for review.  The information provided to you by the store associate and the sales and service associate is correct.  However, I have made a one time exception and applied the 30% promotion to your store purchase.  You will see a credit on your next Talbots Charge statement in the amount of $108.59.

Thank you for giving us the opportunity to respond.  If you have any further questions, please do not hesitate to contact us at 1-800-992-9010.

Thank you for shopping with Talbots.

Sincerely,

***** ******
Assistant Manager, Support and Research

Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

Additional Notes

Complaint: I ordered two pairs of jeans online from this company August 24th. It is now the 22nd of September and I still have not received the jeans despite numerous calls and emails to the company. I order just about everything online and have never had this kind of problem with any company before. The lack of skill from the customer service agents in resolving this issue is unbelievable. The email support that they have is automated BS. They have no consideration in attending to their customers. I was told that it would be two weeks before my package gets sorted out, but that has not been the case. I have to do all the legwork myself to call the post office and ***** to solve this issue. I refuse to ever order from a company who has no consideration for its customers. They have made in my opinion no effort whatsoever to try to attend to this matter. I keep getting the attitude that it is my fault that the address was wrong. They had my original address on file, since I made a purchase with them before. Like I have said previously, I have shopped over hundreds of time online and have never had an issue before of this magnitude. This is very upsetting. I don't think I should have to write to the Better Business Bureau to get my issue and feelings hears. Overall this has been an extremely frustrating experience and I think if a company can not resolve customer's issues then they should not be in business pure and simple.

Desired Settlement: An apology would be nice. Maybe a credit from the store. I just really want the jeans I ordered over a month ago and the company to recognize that they are not efficient at helping people. Stop sending automated emails to people. No excuse for this type of service. If Talbots is going to be an online shopping company, then they need to get their business sorted out. It is highly unprofessional for me to have to go to the Better Business Bureau and run around making calls to get my package sorted out.

Business Response: Dear *** ******, Thank you for your recent inquiry, I apologize for your frustration.  The order was placed on the internet and the shipping address provided was ** ******** ** *****.  The address is invalid that is why the package could not be delivered. The tracking details show that the package is being returned back to us and once received, we can reship those to you now that we have a valid address.  We could not replace the merchandise because the merchandise is no longer available therefore the only option would be to wait for the items to come back to us so they can be reshipped.  On 9/21/11, your account was credited back for the two pair of jeans.  We still have communication to our warehouse that once the package is returned to reship the jeans back to you at the correct address and to recharge you for the two pairs at that time since you have already been credited. If you have any further questions, please do not hesitate to contact our customer service department at ###-###-####. Sincerely, ***** ****** ********* ******** ******* *** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I ordered 2 dresses in April for a total of $193.95 but returned them within the month (complete with tags, packaging, and receipts) and was credited for the full amount, leaving me with a balance of $0.00 on May 18, 2011, the date a payment was due. Talbots issued me a late fee anyway. When I called customer service, I was directed to send an email to customer service. Customer service then emailed me to ask me for my home address. Finally I received a letter stating that -- even though I had returned the merchandise, zeroing the balance due -- I would be assessed a late fee. How can a customer be assessed a late fee on a zero balance? I have paid my balance in full for the past 20 years in my dealings with Talbots.

Business Response: Dear Ms. *********, Thank you for your e-mail.  I apologize for the confusion surrounding your purchases, payments and returns.  I am happy to review those. Your ending balance in January 2011 was $415.70. February 2011: Purchases:  $1704.34 Payment:  $415.70 Returns:  $1407.84 Ending Balance:  296.50 March 2011: Carry over balance from February 2011:  $296.50 Purchases:  $129.57 Payment:  $296.50 Ending Balance for March:  $129.57 April 2011: Carry over balance from March 2011:  $129.57 Purchases:  $245.39 Payment:  $129.57 Returns:  $50.00 Ending Balance $195.39 May 2011: Carry over balance from April 2011:  $195.39 Purchases:  $128.46 Returns:  $242.44 Late Fee:  $20.00 Ending Balance of $101.41 Ms. *********, in January 2011 it was explained that returns are not payments and a late fee was waived for you then as a courtesy.  Your May payment was due on May 18th and was not received, a late fee was then assessed.  You did make a return on May 18th, as explained returns are not payments.  You currently have a balance of $101.41. Thank you for giving us the opportunity to respond. Sincerely, ***** ****** Assistant Manager, Support and Research

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. TO BE CLEAR:  A total of 2 items were charged in April and appeared on the April statement.  These same 2 items were successfully returned to the merchant before and/or on May 18th  -- the payment due date for the April statement (the statement that delineated charges made prior to April 21) – and produced a ZERO balance for any and all purchases made prior to the April 21 statement closing date.  In fact, the bill lists the return date as May 18. The prior month statement’s balance had been paid in full, as has been my habit for the over 10 years I have held an account at Talbots.  A subsequent purchase made May 3 comprises the sum total of the May 18 statement.  A payment for that statement is due June 18. I should not be charged a late fee on May 18 for a purchase made on May 3. Regards, **** *********    

Business Response: Dear Ms. *********, We are going to remove the late fee.  We will not be able to remove a late fee again due to returns.  Returns are not payments on the account, you must make a payment by your due date to avoid a late fee. Thank you, ***** ****** Assistant Manager, Support and Research

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I PURCHASED SOME ITEMS WITH AN UNCONDITIONAL GUARANTEE AND NO TIME LIMIT. NOW THAT I WANT TO RETURN THESE ITEMS DUE TO DEFECTS FROM MANUFACTURER THEY ARE REFUSING TO ACCEPT. THIS IS FRAUD AND ROBBERY PLEASE RECTIFY ASAP.

Desired Settlement: REFUND-GIFT CARD/ STORE CREDIT

Business Response: Dear Ms. Lloyd,

Thank you for your e-mail.  I apologize but we have no record of you making a return with us since the year 2009.  We have one record of  purchase from the year 2008 and that was for the amount of $22.25.

If you have any further questions, please contact our return specialist, ******* ***** at ************** ext. ****.

Sincerely,

***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 8588262.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** *****

i did speak with mrs ***** and customer service.  i  was treated very rudely by both in the past.
i simply wish to return all of the defective items (67) under the warranty that i purchased them under (unconditional) i have no interest in ever speaking to mrs. ***** ever again because she is a very disrespectful person and has no business working with customers.i am eagerly awaiting your response. i simply would like Talbots  to honor the guarantee i was promised at the time of my purchases without the hassles like i was promised!!!!!!!!!! 

Business Response: Dear Ms. *****,
 
We apologize for the inconvenience and for your disappointment regarding this return.  Unfortunately, we are unable to find any record of this purchase based on the information you have provided.  If a different person purchased these items, please provide their name along with the date and location of the purchase and we will be happy to search again for an electronic record.  We were able to find one item purchased under your name in 2008, but that item does not match up with any of the items you are seeking to return with this request.
 
In order for us to process your returns, we must be able to locate the original purchase information either via receipt, which you might provide, or via electronic record of the transaction in our systems, which we might find based on information you provide regarding the original purchase.  Again, we are more than happy to search for such an electronic record, but we will require the purchase details described above before we are able to link the items you are seeking to return to an original purchase.
 
As soon as we receive information from you regarding related purchases related, we will begin the necessary research to find those transaction records.
 
Sincerely,

***** ******
Assistant Manager, Support and Research

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 8588262.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** *****

i paid cash for these items so their is no electronic record. at my time of purchase i was told if i needed to make a return that a receipt was not necessary as you apparently know because you are familiar with the old guarantee. i find it very upsetting that you are trying so hard to avoid my refund. please post your old policy so the bbb can see it. i do not have receipts for clothing purchases years ago and most people dont. in the past it was no problem for the company to accept returns prompt and courteously. you can tell by the labeling these items are under the old policy. clothing under the new warranty has different labels. i cant believe you are discriminating against me at this time. i have friends that have shopped with you as well and they have  explained to me that  they were able to make returns as well. if you google "talbots old return policy you can see that talbots is doing this to alot of people. i can have the necessary witnesses sign affadavits to prove you are lying if need be....Why does Talbots Discriminate?????????????????? i have made returns in the past under the old guarantee without a receipt actually there was a no receipt policy that stated returns without receipt would be given store credit...please do post!
Talbots has an unusually liberal guarantee; the company allows returns of merchandise, for any reason, with no time limit. (Refer to the website talbots.com or any catalogue for statement of the guarantee.)  entire old return/guarantee policy ."

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

Additional Notes

Complaint: This is the second time within two months that I received a damaged item from Talbots,..that was NOT damaged during shipping. Both items were "final sale" items which makes me believe that "final sale" items are low quality. On 3/21 I called customer service and spoke to ******** and ****** ******** about the damaged blouse I received in the mail. They offered to send me a postage paid label to mail the blouse back and give me a refund. But, I would also like to receive a replacement blouse. I had to insist that ****** call stores to find me another blouse. She was very reluctant to do so.

Desired Settlement: I would like a postage paid label to mail the blouse back and obtain a refund. I would also like a replacement blouse, ******, in size 12, color soft violet.

Business Response: Dear *** *******, I apologize that the blouse was damaged when you received it.  A postage paid label has been mailed to you so you may return the blouse at our cost.  Once the blouse is received, we will credit your account.  I apologize, but the blouse is no longer available in any of our stores for replacement.  I apologize for any disappointment this has caused. Sincerely, ***** ****** Assistant Manager, Support and Research

Consumer Response: Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. Talbots sent me a damaged blouse and should try to rectify the problem with me.  A postage paid label for a return is not the same as a replacement.  Have you tried calling the outlets for the blouse?  Have you made any effort to try to resolve the problem with me?  No!!  Bad Customer Service!!!!  Please respond with how you are going to replace the blouse that I purchased.  It is Talbots fault for mailing me a damaged blouse,..NOT my fault!!  Regards, ******* *******    

Business Response: Dear *** *******, Thank you for your response.  Yes we have completed a store search and was not able to locate the blouse.  I do apologize for the disappointment and am sorry we were not able to replace the blouse.  I have gone ahead and credited your account for the damaged blouse, even though we have not received it back from you. Thank you for giving us the opportunity to respond. Sincerely, ***** ****** Assistant Manager, Support and Research

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I made 5 orders between 12/22 and 12/23 that were guaranteed to be delivered by Dec 24, 2010. The statement on the talbots website stated,."Guaranteed Delivery by Dec 24, for purchases made by Dec 23 5 pm ET". All of my purchases made that deadline. The fifth purchase was mde around 4:00pm ET on 12/23. On 12/24 I looked at the tracking info provided by the email sent by Talbots. One tracking number is invalid and provides no information at all,..which is another problem. The other 4 orders indicated the packages were at the sort facility in Balitmore at 09:00am. The tracking info remained in that state and the packages were NOT delivered to me on Dec 24 as promised by Talbots. I called 1-800 Talbots and they did not provide me any info. They just stated the packages are "In Transit" disregarding the fact that the packages were sent Overnight delivery and the packages had not arrived. They didn't offer to call Fedex to investigate. I had to call Fedex myself and was told by them that they do not know why my packages were not delivered. One Fedex rep informed me that packages arrived at the sort facility the afternoon of 12/24 and they were already delivered. Mine arrived at 9:00am and were NOT delivered. There were no weather issues at the sort facility in Baltimore. I live 15-20 mins from Baltimore and it was a sunny day on 12/24 with no precipitation. It's 12/25 and needless to say I do not have the gifts I ordered through Talbots and I do not have an explanation as to what happened.

Desired Settlement: I would like a credit made to my credit cards for the 5 orders placed and not delivered by the guaranteed delivery date of 12/24 that was stated on the website. Below are the order and tracking numbers for the five packages,... Unfortunatelly this website views the order and tracking numbers as social security numbers and will not let me proceed through the site. So I am not able to provide that info you.

Business Response: Dear Ms. *******,















Thank you for giving us the opportunity to research this.  I have researched the last 5 orders made prior to Christmas.  They are the following order numbers:  ************** ************** ************** ************* *** *************.  Ms. ******* I see that all orders have been deliverd and were delivered on 12/27/2010, except for order number************* which contained one plaid sash for $17.48 which includes tax.  I have treated this order as a lost shipment and credited the Visa card back $17.48.  For the four remaining orders that were received, I applied a 15% discount as a token of apology.  Talbots did ship the package out in time for delivery.  They did not arrive on time because FedEx was overwhelmed with the amount of packages that needed to be delivered in your area.  I do understand that the associate you spoke and chatted with stated it was due to weather conditions, when they tracked the package on FedEx's website that is the message that was received from them.















Ms. ******* for the four orders that the 15% was applied to, the credit went to the method of payment used for that order.  Below is a breakdown:















Order number:  ************** - $22.10 was credited to your Visa Card.







Order number:  ************** - $12.62 was credited to your Talbots Charge Card.







Order number:  ************** - $30.57 was credited to your Master Card.







Order number:  **************- $5.69 was credited to your Visa Card.















The total of all credits including the order treated as lost is $88.39.















Thank you for shopping with Talbots,















Sincerely,















***** ******





Assistant Manager, Support and Research

Consumer Response:

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. However, I would recommend for future holiday shipping, that Talbots establish a holiday guarantee shipping cut off date prior to Dec 23 to allow enough time for Fedex to deliver the packages by Dec 24.  This will eliminate any disappoinment with their customers as a result of them not receiving their packages in time for the holidays.

******* *******

BBB's Final Determination: Complaint was settled through BBB mediation

Additional Notes

Complaint: On 10/18/2010 I purchased 2 dresses that were on final sale on the internet. The dresses page, or the "pay your order" site and the "confirm your order site" does not mention anywhere, that final sale items can not be returned, but when I received my order the shiping bill clearly stated that I can not return final sale. After several e-mail and phone calls I finally figured out, that on the opening page( where the SALE sign is extra large) with very small letters at the bottom of the page,( which was not visible on my computer screen) has the statement that " final sale merchandise can not be returned or exchanged" I would never buy anything mail order that was not returnable! These items I can not use I must return them.

Desired Settlement: I would like to return them and get full credit.

Business Response: Dear Ms. *****,

Thank you for giving us the opportunity to respond.  The Final Sale policy has been in affect since July 2010, I apologize that you were not aware of the final sale policy.  I am attaching a copy of our return policy for your reference.  Please note, when purchasing online, if an item has "Final Sale" beside of it, then it cannot be returned or exchanged.  In our stores, the tags on the garment are also marked as "Final Sale,"  these are also not eligible for a return or exchange.  I am going to make a one time courtesy and accept the return, the return address is included in the document that I have attached.  I will notify the returns department that once the merchandise is received to credit the original method of payment.

Thank you for shopping with Talbots.

Sincerely,

***** ****** ********* ******** ******* *** ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

Additional Notes

Complaint: I am a long time Talbots customer and Credit Card Holder. I have been very happy with Talbots clothing and service. And the stoes service has been generally excellent. I hate to say I have found a very weak spot in the superb Talbots service. I recently received my August bill. On that bill was a service charge for a late. The bill was due on August 16th. I made the payment on August 15th through the talbots website. This leads to another company called ***********.com. that processed the payment on August 17, 2010. I called your customer service four times today. I was not able to resolve the issue. I was told that even though i had paid the bill early by one day, because the Talbots electronic funds transfer service could not get the money to Talbots until the 17th, I was going to be charged the late fee, but would not explain how an early payment would earn a late fee. I believe that when someone, who is a faithful customer and has paid their bill on time, has a situation like this, the charges should have been removed with heart felt apology at the first phone call. This should not have escalated to the point where I felt i should cancel my credit card. I am now less likely to be as faithful to Talbots as I have been over so many years.

Desired Settlement: Attention to the late payment after the payment was processed on time.

Business Response: Talbots does use the service called *********.com for online bill payments. It states in the terms and conditions that the customer agrees to, that it will not post same day. There is not an option to make a same day payment. The late fee was removed the day she called Talbots.

BBB's Final Determination: Consumer accepted resolution offered by the business.