BBB Logo

Better Business Bureau ®
Start With Trust®
Eastern Massachusetts, Maine, Rhode Island and Vermont

This Business is not BBB accredited

PLNDR

Phone: (866) 937-5637 334 Boylston Street Floor 4, Boston, MA 02116 View Additional Email Addresses http://www.plndr.com

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

PLNDR is a members only online retailer that hosts limited time sales for streetwear clothing.

BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that lowered the rating for PLNDR include:

  • Length of time business has been operating
  • 32 complaints filed against business
  • Failure to respond to 6 complaints filed against business

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

32 complaints closed with BBB in last 3 years | 4 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 4
Delivery Issues 9
Guarantee/Warranty Issues 1
Problems with Product/Service 9
Total Closed Complaints 32

Customer Reviews Summary Read customer reviews

41 Customer Reviews on PLNDR
Customer Experience Total Customer Reviews
Positive Experience 5
Neutral Experience 0
Negative Experience 36
Total Customer Reviews 41

Additional Information

top
BBB file opened: December 14, 2010 Business started: 04/18/2010 in MA
Type of Entity

Sole Proprietorship

Business Management
Ms. Heather White , Customer Service
Contact Information
Principal: Ms. Heather White , Customer Service
Number of Employees

10

Business Category

ONLINE & INTERNET SHOPPING CLOTHING Electronic Shopping (NAICS: 454111)

Products & Services

PLNDR sells the following brand(s): Artful Dodger, Crooks & Castles, Darkhorse, Emerica, KR3W, LRG, Married to the Mob, Mink Pink, Obey, Spool & Thread

PLNDR offers the following product(s): Accessories, Clothing, Home Goods, Shoes, Toys

Hours of Operation
M: 10:00 AM - 6:00 PM
T: 10:00 AM - 6:00 PM
W: 10:00 AM - 6:00 PM
Th: 10:00 AM - 6:00 PM
F: 10:00 AM - 6:00 PM
Method(s) of Payment
MasterCard
Visa
American Express
Discover
PayPal
Refund and Exchange Policy
The business states returns are accepted for store credit and exchanges only, no refunds allowed. You must initiate the return process within 14 days of receiving your goods and receive your RA number. We must receive the item within 14 days of generating the RA. Please allow 3 business days from when it is delivered for your return to be processed.

Items marked as "clearance" or "final sale" are not eligible for returns. Products must be in the condition you received them, and in the original box and/or packaging.
Alternate Business Names
plndr.com
Industry Tips
Clothing Five Steps to Building an E-Commerce Site - Video Online Shopping Online Shopping - 5 Tips - Video

Customer Review Rating plus BBB Rating Summary

PLNDR has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of F.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    334 Boylston Street Floor 4

    Boston, MA 02116 (866) 937-5637

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

Additional Email Addresses

  • - Communication/Mass Email
  • - eQuote
Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

9/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchase merchandise from retailer. Retailer never sent the merchandise, website won't process refund, retailer no answering phone. t: Billing or Collection Issues - The company has failed to provide itemized billing select Problem: This complaint is an addition to a prior complaint, ********. I purchased four items, the retailer only sent three. No notice of a refund.

Desired Settlement: Delivery of order  Desired Outcome: refund

2/13/2014 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order with PLNDR on December 22 for a ***** Hoodie for my son. The PLNDR site says it has been shipped. When I had not received it by January 10, I contacted PLNDR. They gave me a UPS tracking number. When I checked the tracking, it indicated that it had not been received by UPS yet. I had to call PLNDR back. They realized their vendor had not sent it out yet. So PLNDR sent the vendor an e-mail. When I checked tracking again on January 14 the tracking site indicated that it still had not been shipped. I called PLNDR back. They said that there was a delay. I am getting very frustrated with the amount of time that has passed. I am also frustrated by the lack of communication and the less than satisfactory customer service that I have received.

Desired Settlement: I expect this to be sent immediately. I also appreciate a credit for at least the cost of shipping for the inconvenience and the extreme delay and the ZERO communication with me.

1/20/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have shopped with Plndr many times because they offer the brands that are liked in my household, but issues with Plndr's policies and customer service has come to light and is not acceptable practices. I recently put in a few orders from PLNDR because of their "get it by Christmas" advertising. Nowhere on their website did they inform the consumer that some items are excluded and will not arrive in time. I tracked my packages saw that they were all shipped and had tracking numbers. When one of my packages arrived, there was an item missing from it, but the website showed that 3 items were shipped, so I contacted Plndr about the issue and requested a resolution. This is what they informed me: "Hello thank you for reaching out to us the item you are referring to is a drop ship item and drop ship policy is Drop-ship including Kazbah items are shipped directly from the vendor. Drop-ship delivery takes approximately 5-10 business days after placing your order. The following restrictions apply for drop-ship items: Not available for APO/FPO or P.O. Box addresses. Expedited Shipping Express Next-Day & 2nd Day is not available. Promotion codes, including discount and free shipping codes, do not apply." I searched their website and could not uncover this information. The consumer should have been notified of this if their advertisements suggested that "all items will be there by Christmas" if the consumer orders by a certain date. I requested resolution to this issue by either shipment by Christmas or a refund, otherwise I will need to open up a dispute/claim with PayPal. Their answer to me was (and I quote): "Filing a claim is a federal offence and you will no longer be able to shop with us." This is how Plndr attempts to resolve their issues apparently; by bullying their customers. If this is the case then I don't know why any consumer should continue their business with this company. I know that Plndr is affiliated to Karmaloop, but their reps are a world of difference. This situations could have been resolved amicably. What could and should have been done by Plndr in this situation is either get the item shipped or get a return processed; if the return could not be processed immediately then that information needs to be relayed without a threat and accommodation should have been made for the return, such as shipping label, etc. This whole incident could have been prevented with notice that certain items cannot be shipped on time. It's false misrepresentation for Plndr to show that all the items in the order was already shipped and inferring that it was in 1 shipment when knowingly only shipping part of the order. It forces the consumer to live with whatever the retailer decides to do especially since the money has already been paid to them. It's mortifying to see that there are companies who practices these bullying tactics to get consumers to quiet down on complaints. It's appalling and what's worse is this is during Christmas season.

Desired Settlement: Plndr needs to have any and all policies that affect the consumer's merchandise, shipping, etc. clearly and easily visible and accessible. There need to be notifications of any exclusions from what was advertised. Additionally, the shipment information provided should appear in the manner that it is actually done. If only 2 items were shipped rather than 3 then only 2 items should appear as shipped and not 3. Additionally, customer reps may need re-training if threats of discontinued business is the only resolution they can provide.

1/7/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered items through them, and the day after I received an email saying that the order has been cancelled. So I ended up making another order (with more items) and all was good. However, I looked at my bank account and there was two charges and no credits. So after emailing them over and over again they finally got back to me saying that they have not received any payments. I've had people telling me different things. That the order has been shipped out and not cancelled, that it was cancelled and it was for another order (that I never made). And after none of them can admit it was an error on they're end they have the nerve to tell me that if i return the order and request my money back I cannot shop with them anymore, but If I take a credit I will be allowed to. This is one of the worst and most frustrating experiences I have ever had with any company. It should be a simple fix, yet I am likely going to be paying for it.

Desired Settlement: I want them to realize that they screwed up and they should fix it. Once girl admitted that order that was cancelled had a transaction ID. And then another girl came after saying that it was a different order. I showed them the comments below, and all she can say is sorry for the confusion. Blaming me that I had double clicked the checkout button. I had mentioned that I know i did not as I had not received a email about that this rogue order had been placed. The order I had made after this had happened, showed up to my door about a week and a half prior to this supposed order i had accidentally made. Hi *******, We are sorry to inform you that the following PLNDR order has been canceled. Order No. ******* There are several reasons why this may have happened: The item you ordered may be out-of-stock. You may have inadvertently placed the same order twice. You may have failed to respond to our request for payment verification. You may have submitted your order without the proper information (address, credit card info, name of items you wish to purchase). If it appears that your credit card was charged, please wait 2-3 business days for the charges to drop off your credit card statement. We apologize for any inconvenience this might have caused you. Thank you for shopping at PLNDR.com! Please let us know if you have any questions. PLNDR Customer Service Customer Service Toll Free: ************** (###-###-####) Outside USA: ###-###-#### Fax: ###-###-#### Email: ******************* At PLNDR.com, you can review our latest promotions and discounts on merchandise and shipping. Hey ****, Thanks for that information. The transaction ID that you provided was linked to this order# *******. This order was shipped out to you 11/15/13. Here is your DHL Tracking Number: ****************. You can track via http://webtrack.dhlglobalmail.com/. Please let us know if you need any further assistance. Regards ***** ****** *** ** ***** *** We Plndr Int'l: ###-###-#### Did you experience good customer service ? If so give me a positive review! ***********************

12/18/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a package from PLNDR a few weeks ago and I was able to use a 50% + free shipping code when I spent $80. After using the code my order came to $47USD (~$50CAN). My order traveled to Customs by DHL then was passed over to Canada Post. Before my package was delivered I contacted Canada Post inquiring about the COD where I was then informed the COD was around $41. I was shocked by this amount seeing as I only paid $47 for my order. I knew this must not be correct. I order from the states all of the time and have never encountered such high duty/tax charges on such a cheap order. I proceeded to contact PLNDR to see what the issue may be, asking them to explain how they declared the package cause it did not seem to be correct. PLNDR quickly replied to my email with the following: "Nov 07 01:17 pm (EST) Hello Thank you for reaching out to us, all applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package – the value is the retail cost. ********* cannot mark any package(s) as a “Gift” in order to avoid customs and duties fees. Please note that on rare occasions, customs agents may delay the delivery of some packages at their discretion. For more information on customs and duties charges, please contact your local customs office." I emailed back and forth various times to try and explain that something did not seem right but each time I got the exact same response as posted above. They were not taking blame for the declaration of my goods, when it is my understanding that the only person who decides the declaration amount is the company itself. I then went to social media and posted my concerns on their Facebook wall. It was here that I leaned of more people in a similar situation as myself. When I posted on their Facebook page they went and gave me a completely different response from the emails as to why I was charged so much for duties. They stated the following: "PLNDR Hey there, the duties charge is off the retail value of the items, so if you bought something on PLNDR that retailed for $100, and was discounted on PLNDR by 20% to $80, and then used a promo code for %50 off, you would still be paying duties off the original retail value of $100, not the $40 that you paid for the item Like · Reply · November 7 at 7:36pm" Now I knew that they declared my package incorrectly. I contacted PLNDR one final time with my concern, I quoted their shipping policies (See International Shipping: "We do try to minimize these charges by listing the ‘wholesale’ cost of your package on the commercial invoice rather than the retail value.") and included information from Customs on how to declare a package (*************************************************************, trying to explain to them that I believed they had declared my package incorrectly. Finally they replied with this response: " Nov 07 11:44 pm (EST) Hello *****, I would like to apologize for the confusion, However customs authorities require that we state the value of your order directly on your package – the value is the retail cost. So your promo code savings were not applied. I have contact our Management Team regarding your situation. Please allow 24-48 hrs for an update." Whether this was in fact Customs policy or not (after my research I knew it was not customs policy) they were not following their own policies either that were written on their own website for international packages, stating that they try to minimize the charges by listing items at "wholesale" price on the invoice. By now I realized the company was not going to do anything for me so I contacted Customs to see what my options were in this situation. When I explained to the lady on the phone what PLNDR had said to me she laughed and said that wasn't the case at all. Companies are suppose to declare your package at the price you paid, which is what I knew was right, regardless of if you paid full price or got 50% off. Customs was super helpful and told me I had 3 options. I could decline the package and have it sent back to the company to re-declare the package properly - I explained to her that the company already denies doing anything wrong so I didn't think that was a viable option. My second option was to get the package sent back to Customs with the proper documentation for a reevaluation of the duty/tax charges, but that could take weeks - I told her this wasn't an option as the items were a Christmas gift and I did not want to risk not having them back in time. My final option she gave me was to accept the package, pay the duties and then on the back of the declaration form there is a place to dispute the charges. She told me that once I received my package to complete the form and send it to Customs with the respective back up showing that my package was declared wrong - this was the option I chose to go with. When my package arrived there was no declaration slip attached. I had no idea what my package was declared for or anything. There was a sticker on the front of my package from DHL saying they covered the costs of shipping for my until I was able to pay upon delivery. This lead me to believe that DHL might know where the declaration slip may be. I then contacted DHL asking if they had the declaration slip as it was no longer attached to my package. I have yet to get a response from DHL on the matter. It has been 11 days, I have emailed PLNDR again 3-4 times, responding to their email stating I would get an update in 24-48 hours and still have not heard anything. I feel like this is extremely poor customer service especially knowing how upset I am about this ordeal.

Desired Settlement: I would like my package reassessed by customs for the correct amount and refunded the difference of the duty/tax charges I had to pay.

11/25/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: This website, as I have seen has had it's BBB accreditation revoked, passes itself off as a website where you can get good deals on clothes and has even better promotions you can associate with these deals and advertises itself as that kind of website yet employs sneaky loopholes and exemptions to not only make acquiring said deals almost impossible but when something to your own satisfaction is somehow finally achieved it all of a sudden reads an error. Let me explain: I was on the website trying to get a cart full of items that I could take advantage of a promo code with (as I usually do) to get a better deal (something the website advertises all the time). They usually have requisites of "buy $100 of clothes and get 50% off" type things. Before it wasn't that hard making something work where you met a requisite and was able to get a even better deal but now the website has begun making damn near impossible to do anything without feeling robbed at the end. Items that I would have in my kart will all of a sudden be "limited edition" (which are ineligible to be used with promo codes)from one day to another under the premise that "it's already at a good enough deal" when the day before it was a regular item with no exemptions and could be applied to promo codes. Then they mix items from there other website "KAZBAH" to make using their promo codes even harder because these items are exempt too. The most infuriating part however was when I finally was able to scrape up some time of deal for myself using eligible items to use with the promo code they were offering, the website all of a sudden gives me a "The promo code you entered is no longer active. Please try again." when going to process a payment, YET when 5 minutes prior to that I used the same promo code (which is still being advertised on their homepage when I'm receiving this error code) and it worked just fine, with the only difference being that the amount due for my payment then was much higher than the deal I had afterwards. I used there code "big5050" which requires $50 of eligible stuff (WHICH I HAD) and it now reads an error because they are making less money. That is why I'm writing this report. Plndr advertises itself one way, says one thing but employs loopholes and tricks to cheat you out of money. I understand this is a business and there's money to be made but false advertisement is something completely different. Please clothes this website down.

Desired Settlement: I want them to close my account with them and also either advertise the truth and not lie about their practices or close themselves down. They need to stop deceiving consumers.

10/24/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: This is the second time I have had this issue with PLNDR, the first time I was offered a refund. I recently bought a purchase, order #*******. When I was delivered the package, the box was in perfect condition but completely empty. I was sitting on my deck (around 10:30 am today, 8/20/13) when the package was delivered and immediately went to retrieve it. I have contact customer support three times today, they have excellent customer support, the first time I had contacted them was to make them aware of this issue and to ask for a refund, I was denied a refund and was offered that they open a UPS Investigation, I agreed. The second time contacting them was to cancel the investigation as I'm leaving for school in a few days and would have the time to talk to the UPS driver or even be at this address. The third call was to let them know that they can re-open the investigation and hope that I'm contacted before I leave for school. I've been purchasing clothes from PLNDR for a couple months now as they have better prices than anywhere else I can find but this still is the second time (in a row) that this has happened. I will still continue to use PLNDR as I feel that this is just a fluke.

Desired Settlement: A full refund of the purchase, tax paid, and for the 'next day shipping', which wasn't even delivered to me two days after the order was placed.

Business Response: In response to ******* ********* BBB claim. This is the second package in a row our customer has claimed arrived fully empty.  This is something much beyond rare to the point where the package would have to be tampered with once it leaves our facility and is with UPS. At this point with 2 empty packages with a total value of 128.45 we need to have UPS investigate before issuing any type of refund, store credit or an exchange.  Especially since both packages weight was correct when scanned in by UPS. The claim is currently open with UPS and they will have results in 3-4 but no more than 8 business days as there policies state. Once we have a response from UPS we can compensate the customer if the packages items are not recovered. As for the 2nd day air it was fulfilled the package was ordered 8/18/2013 and delivered 8/20/2013 All of this has has been relayed to our customer and all updates will be forwarded to directly to the customer. Please contact us directly with any further questions or concerns. Thank you.

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.

It has been a couple days since since the UPS investigation has been opened and I still have no word from your company. I would appreciate a refund as soon as possible as I leave for school in a couple of days and would like to buy some clothes. I may have to resort to disputing the transaction with my bank.

8/21/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed an order on PLNDR.com on 8/11/2013 at around 1:30am-2:00am. Then on Monday 8/12/2013 when I was trying to find out my status of my order since they didn't send me a email yet. I saw that they cancelled my order. I proceeded to call the customer service number to find out why my order was cancelled since they already took the money from my husband's card. Plus they didn't never sent me a email saying that they cancelled it. Always so when I called I spoke to one of the customer service reps. He was a nice guy but I couldn't get anything resolved. All I ask was that they redo the order. I didn't want the money back. I wanted what I ordered. They proceeded to tell that there was a computer glitch that cancel my order and some other peoples orders and that they already refunded my money and that I couldn't redo my order since some of the items are not available which is a straight lie. I proceeded to tell him that some of the items that I ordered were from the Karmaloop Pop Up sale that was on the night I ordered the items. So since I didn't see the mentioned items on their PLNDR site. I decided to check their Karmaloop site since they were originally from there and they had a sale on those items on the PLNDR site. So when I checked all the items that were cancelled from my order were in stock for the sizes that I order. So I proceeded to tell this to the customer service rep and he said that all he can do is redo the order for the items that weren't from the "Karmaloop Pop Up Sale". I told him that is not I wanted. All I wanted is my original order. Nothing more, nothing less. So he said that he understood that and let him discuss that matter with his manager. So after a couple of minutes of waiting on the line he told that all the manager could do is give me they items mentioned for the prices that they are now on Karmaloop with 20 percent off and free shipping. I said no because the prices 2-3 times the price that they were on PLNDR when I ordered them. Plus since I made an order over 125 dollars they had a promo code that they were advertising on the site that takes 50 percent the order so what they offered was nothing compared to the order I made that night. So when I told him no deal he said that he will talk to his manager again. So after that he came back on the line and he said that his manager said all they could do is the same deal as before but with free 2 day air. I said no just proceed with the refund and that I was really disappointed with what had happened. I was too angry to talk or argue the issue anymore. So after what happened I told my husband about it and since it was his card that was used on the order. He decided to call to see if he can get this resolved. I was so angry at that point so my husband did the talking this time. They pretty much said the same stuff to him plus he also spoke to the manager on duty I guess and proceeded to offer the same deal as before saying you can't combine Karmaloop Pop Up Sale items with regular items. There was no description of that or I wouldn't have placed the order in the first place. I always read everything before I place an order online. We said no to their offer and my husband said that how would you feel if the shoe was on the other foot basically and she said that she would still be happy with what was offered as a solution. So basically their manager is telling us that we should happily accept paying more for items that I ordered for a much cheaper price that was advertised. I was angry when my husband told me this. My husband told them that's not how you do business. It got to a point that he was just repeating himself and was getting no where. My husband got fed up and said proceed with the refund and that we are never going to do business with you again. It really saddens me because all I wanted was my order honored. I didn't want a refund. I ordered stuff for me, my husband, and my kids. This was my second order I placed with them. The first one went smoothly and I was highly satisfied with what I received. I do admit that they sell quality products and I was telling all of my family about it since I discovered them when I was watching YouTube. Now instead of honoring my order they lost me as a loyal customer. Plus now I have to wait 2-3 business days for the money to be put back on the card. I didn't want to make a complaint like this because I seen so many satisfied customers on YouTube showing what items they received and like I said I was highly satisfied with my first order and was planning to order many more things from them in the future. But since we already spoke to the manager we didn't know who else to speak about this matter and I couldn't find any other numbers to speak to someone that was higher in the company so this can be resolved. I even sent a couple of twitter messages to the owner of the company but I haven't gotten any response back yet. I doubt he will respond back and since I can find anyone else that can help me. My last resort is to make this complaint. I order a lot online and shop at ***** *** ****** stores and if a customer sees a item for a certain price, good customer service says you honor that price and not blame it on a computer glitch so you don't have to honor it or at least have a better way of resolving it.

Desired Settlement: All I want is my order to be honored and for them to place better protocols so that this doesn't happen to me and any other people again.

Business Response: Hello *******,  I apologize for the inconvenience of having your order canceled. However the reason it was canceled was due to a pricing glitch on the Plndr.com site. As the rep stated as well as manager, we can replace the order for those same items, we will still honor the second day air and original discounted offer. We unfortunately would not be able to honor the original prices of the items when first purchased.

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.

This is unacceptable. So now you are telling the my order was cancelled because of a pricing glitch. When I first called last night I was told that it was computer glitch that cancelled my order. Plus the rep said that this is not a usual occurrence of having your computer system cancelling orders like this. All that is telling me is that you don't want to honor the prices that you had on your site. It was up there for basically a day and a half until like late afternoon. If it was such an "glitch" it should have been handle much sooner and an email should have been sent out to any customer who had their orders cancelled due that. I received no such notification. I would not have known my order was cancelled if I didn't check my account. It's sad because like I stated before I did like your company before this issue but this is just horrible customer service. I have never went through this with any other company in my life. I still wanted the non pop up items that I ordered because it contained items that I ordered for my kids but based on my principles and knowing how good customer service is supposed to be. I want my order to be honored. Not to be told by your manager that I should be happy to pay more for items that were priced cheaper on your site and were ordered at the time. This would have never happened to me at a ***** *** ****** clothing retailer but I guess since it's online you can hide behind computer glitches so you don't have to honor prices when you realize after the fact the prices that you stated on your site was too low for your taste. Plus I haven't gotten an email confirmation of my refund either. What type of business are you trying to run? Just do the right thing.

Business Response: Hello *******,  In-regards to the error that happened, with the pricing glitch. It is not as easy a situation to fix. Plndr.com is our discount site, so we are selling items at times, lower than retail value. Technical errors like that are manual fixes, which means that marketing or even tech have to go in and make correction to our back-end systems. Not to say that this is our customer's fault at all, however we cannot honor the prices that were incorrectly inputted per the fact that there were hundreds of items posted incorrectly and therefore we would be losing money on a site were we offer already discounted product. We have offered 20% and free expedited shipping per the error, although I see that you requested 50% off, which would mean you are asking for free items. Majority of the items listed are already discounted from 30%-75% off. Again I apologize if you are unhappy with this but we cannot honor the original prices that you purchased with per the pricing glitch ( which is a technical glitch ). However we can honor free expedited shipping and 20% off.

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.

First off I don't like the accusatory tone of this response. I'm not asking for free items as you stated in your response. I just wanted my order to be honored that's all. I saw stuff on your site and I thought it was a good deal and I ordered it. I'll give you credit for one thing at least you admitted that it was cancelled because the price was too low for your company to handle. I didn't even want to file this complaint against your company but I didn't have no other recourse because no one I felt like was trying to meet me in the middle on this issue and I didn't know who else to address in this company that can help me in this matter. I'm willing to compromise but not at the current offer. You are only offering 20 percent when the code was for 50. I will like to speak to someone in higher management to discuss this further.

8/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had received my purchase made and the clothes were tried on. They did not fit and so I sent them back in with all their tags still on and in the condition I had received them in, with the RMA#, and in the original packaging; I followed all the guidelines for the return process. I had contacted the company many times, I was patient and gave them more than enough time to respond to e-mails, which they eventually did, and they told me that the clothes were inspected by the returns department and determined to have been worn and nonreturnable. I have done nothing wrong on my part and even asked them to do a second inspection. I was waiting for a new RMA # to be given, but hadn't received any information back in a long time. I contacted them again and asked them what I should do for the return and was told to wait 24-48 hours for a reply. They didn't reply again for 2 weeks so I contacted them again and finally they replied and told me that the items inspected by the returns department were defective and I would not be processed a return.

Desired Settlement: Plndr should re-inspect the items. There should not be any defects on the items. I followed all the guidelines for the return and I am asking for them to accept the return and process a store credit.

Business Response: Hello,  I spoke with our Customer Service Management Team and was informed that they had been in touch with you several times to help resolve this issue. When the product was returned, the warehouse team thoroughly inspected the product and concluded that it had obvious signs of wear, a scent of product that had been used and there were also no tags included with the return. Per our policies, this product could not be accepted for return and was shipped back to you. I was also informed that you had gotten in touch with Customer Service after this conclusion and you were updated of the findings by the warehouse inspectors and that the product was being shipped back. We apologize that this product could not be returned or exchanged, but it was indeed inspected by our team and it was concluded that the product had in fact been used and non-returnable.

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.

The clothes have not been worn other than to try them on, they are basically brand new and they have all their tags on them. If the business is making it a point that they seem worn because tags are not on them, then they are mistaken. I can take pictures if need be of all the merchandise with all the tags and all in their bags, untouched from when I last received them.

Business Response: Hi there,  As a followup, our warehouse team concluded after inspection of your return that the clothes clearly showed signs of being worn, including having a scent of being worn, not just momentarily to try on. This coupled with the fact that there were no tags included with the return indicate that the product was not just opened to try on, but was actually worn over a period of time based on its wear and condition. Again, we apologize that we cannot allow this product to be returned but there are key indicators that this product is not eligible to be returned due to the condition it was sent in as mentioned above.

Best,
the karmaloop team

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.

They weren't tried on. I can take pictures of all the clothes in their packaging with ALL tags still on. NONE of the tags were taken off. The only reason I can see for the warehouse saying they were ruffled might be because of packaging. If one of the indicators that they were worn over again is that the tags were off, then you are disproved in the fact that they are still on the clothes. The clothes have virtually no wrinkles besides the ones from packaging. Please reconsider inspecting them again.

7/19/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: PLNDR was having a buy one get one free sale. Of course, I looked and saw shoes I liked so proceeded in buying some. I was a first time buyer, my assumption was that if you buy one, you get another pair of the same kind free. And that's what I did, I added a pair of shoes to my cart, and then put in the promo code. However, when I received my shoes, there was only one pair, and proceeded to contact customer support. They told me that I needed to add two shoes to my cart, and THEN put the promo code to receive one of the shoes for free. BUT nowhere on the homepage that had the promo said this, nowhere when I was checking out did it say that I must add two shoes to use the promo code and nowhere on their promo FAQ's does it say that in order to receive an item for free, you must add two items. Keep in mind that this was my first time buying, I always read the details before I buy an item and PLDNR did not inform me what the procedure was on my first checkout. Customer support is not doing anything about this issue, on the contrary, they are telling me to buy other shoes that I do not need. Nobody sent out an email or gave a phone call about the purchase I made, that is horrible customer service.

Desired Settlement: I would like to receive the other pair of shoes that I was hoping I'd receive. I even have the email that said I used the promo code, but no one notified me of the issue.

Business Response: Hi there,  Again we truly apologize for this inconvenience. I'm glad to hear that one of our customer service managers has been in touch with you. Due to the inconvenience of this order you have been fully refunded and may keep the shoes you have received. We have also forwarded the feedback regarding promo details to our sales team to incorporate into any future promos that do not contain as many details as necessary to avoid any issues going forward. We truly appreciate your feedback and look forward to making your next order with us as great of an experience as possible. Should you need any further assistance with this order or any future order, please feel free to contact us at questions@karmaloop.com and we will be more than happy to assist you. Have a good day. 

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.

4/1/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: i ordered 3 sweaters on 2/08/13 and on 2/12/13 i saw that my order had been cancelled for no reason, i proceed to ask why and, they said it was do to lack of payment, yet i was never contacted by any plndr associate to pay for the items again. i was told that they could not reactivate my order and now 2 out of the three sweaters are no longer on sale.

Desired Settlement: i would like plndr to give me all three sweaters at the same price that i would have gotten them from the order that was cancelled

Business Response: We apologize we have not responded to your complaint sooner. Unfortunately our complaint notification settings were incorrect and we did not receive this complaint until now. After reviewing your order, we see that it was placed via PayPal 2/8/2013 at 10:16:36 PM. Forty-five minutes later, our system automatically sent a Paypal email to *********@***.net asking to please make payment for the order.

-Sent Paypal e-mail; for *******  logged on 2/8/2013 11:00:00 PM  by ******
-Invoice Reviewed by ********; for 5576957  logged on 2/12/2013 1:40:33 PM  by ********
-no payment; for *******  logged on 2/12/2013 5:07:07 PM  by ********

We apologize if you did not receive this email, however it is expected that customers submit payment immediately after being directed to Paypal at checkout. On our our approvals managers checked into our Paypal system and reviewed the order four days later to see that payment had not been made. Once an order is canceled, the items are up for grabs by another customer and the order. We do not have these items in stock any more. We apologize again for the miscommunication and ask that in the future you make payment as soon as possible to avoid your order being canceled.

2/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I entered into an agreement with PLNDR.com on Sunday, January 27 to purchase 4 items with my credit card. The items are 3 shirts and 1 pair of shoes. I proceeded to checkout as per normal and all items were in stock when I submitted my payment. I would like to make it absolutely clear that at this point of the transaction, no error message or "out-of-stock" notification showed up on the screen. I noticed the next morning that my credit card had been billed the amount stated for the 4 items. I arrive home from work yesterday to 2 e-mails, both time stamped at 4:10 pm. The first e-mail was an out-of-stock notification for the pair of shoes I had ordered, the second was a shipped notification to let me know the goods were packaged and set to be delivered. I immediately called their customer support line to tell them I was not interested in purchasing anything unless they could fulfill the entire order. I asked for a full refund and a stop to the shipment. I was told that they would not give me a refund. I asked to have another pair of shoes to be substituted for the out-of-stock ones and they refused this alternate solution as well. I will be contacting Visa to have them issued a chargeback notice as they did not fulfill the initial agreement with me at the time of purchase, nor were they amenable to any other solution I offered. The PLNDR customer service representative said I could wait for the items to arrive, pay the C.O.D. charges on them, then pay to have them shipped back and they would refund me only the initial purchase price. My main complaint stems from the fact that both e-mails I received were sent within seconds of one another, essentially negating my right as a consumer to alter my order or cancel it. They changed the terms of the initial sale and gave me absolutely no option to reconsider or change my mind. I find this to be a very sneaky and dishonest way of doing business. They should have given me reasonable time to decide if I wanted the sale to go ahead without the shoes, substitute the shoes for another pair or cancel the order altogether. Instead, they took those last two options away from me.

Desired Settlement: I want all items I had originally ordered paid for by PLNDR.com and any associated fees relating to them. If they cannot provide me with the pair of shoes I originally ordered, I would like another pair of shoes shipped to me free of charge and they would have to be ones of my own choosing.

Business Response: We deeply apologize that the item you ordered was out of stock. Unfortunately, we were not aware at the time of your purchase that your item was out of stock. The reason an item goes out of stock is because the brand accidently sent us the incorrect number of merchandise as expected, or our warehouse found the item to be defective and not of proper quality to send to a customer. When our warehouse went to package your order, they were unable to locate the pair of shoes you purchased. As the representative told you, we have an automatic system in place to refund customers whose item we are not able to ship. We ship thousands of orders a day and it would be virtually impossible to contact each customer who had an out of stock item in his/her order and then wait to hear back if we were unable to reach him/her. This is why automatically refund customers so we can ship the rest of their order as soon as possible and we do not keep their money in limbo. We understand your frustration of not being able to pick out another item in replacement and apologize for any inconvenience it may have caused.

Once an order has been placed, there is almost nothing we can do to change the order or cancel it since our warehouse packages orders to be shipped very fast. You did request that we sent another item in replacement, but since you were already refunded for the original item, we were unable to do that. As of this morning (1/31/2013 10:04:31 AM), we did respond to your message:  “Hello *******, I can offer you the code XXXXX, which is 20% off and free shipping. Is that something you would like to do?”

We would be happy to send you another pair of shoes at a discounted cost and apply free shipping, however we will not be able to send you a free pair of shoes. We apologize again for the inconvenience and we can assure you this is a rare situation that one of your items went out of stock. We would never try to mislead our customers and hope to send you a new pair of shoes soon.


1/16/2013 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I had ordered a beanie from PLNDR a few weeks ago and received it 2 weeks ago on time. The sticker on the outside of the box had the correct recipient's name and address, as did the receipt inside the box. The receipt inside of the box also had the correct item description (Alien Switch Beanie in Chocolate). However, instead of my beanie the package had a pair of leggings that I have no use for. I emailed PLNDR 3 times over the past 2 weeks and messaged them on facebook once. When I called an automated voice told me to leave my name and phone number to call me back; that was last week. I still have yet to receive any response.

Desired Settlement: I would like for PLNDR to finally send me the beanie I ordered a few weeks ago. I would also be willing to send back the leggings they initially sent me. If this is not possible I would either like a refund or a different item of my choice, not any store credit.

Business Response: We very much apologize that you received the wrong item. After reviewing the order, our customer service team has been actively taking care of the problem since 12/23/2012. We sent a free return label to you via email and set up an exchange order. Our policy is we do not send the new item until we see that the wrong item is on the way back to us.

Note "-return set up . asked what they would prefer.; for *******  logged on 12/28/2012 10:49:59 AM  by ******" shows that we did reach out to you. The following notes also show that we have tried to contact you to remind you to send the incorrect item back:
"-sent CS reminder email; for *******  logged on 1/11/2013 5:49:11 PM  by ********
-waiting for response, ticket; for *******  logged on 1/11/2013 8:39:55 AM  by ******
-sent CS reminder email; for *******  logged on 1/10/2013 1:33:11 PM  by ******** "

We apologize if you did not receive these emails. Please check your spam folder as they may have ended up there by accident. We will resend the label to  your email for your convenience.

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.

1/4/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Over a month ago I placed an order with PLNDR.COM for some clothing. It was noted when I purchased that i was a "pre-sale" item that would take 2-3 weeks to arrive. After 3 weeks of hearing nothing about my products being shipped out, I sent out an email. I called multiple times. Each time the representative said they havnt received the item in their warehouse just yet and can't ship it until they do. They didn't respond to a single one of my emails. After a month of hearing nothing, I got fed up and filed a complaint here at the BBB. I asked for an apology. Instead, the representative of plndr gave me a refund and a measly 30$ gift coupon as compensation, when I asked for an apology as compensation. I noted that I still wanted my order and didn't care how long it took. I called the plndr hotline asking if I would still receive my stuff, and they said the order hasn't been cancelled. I send an email to the plndr representative that handled my BBB complaint with all of this. After this, I get a message on my voicemail. It was a different plndr employee saying that unfortunately the company that made my clothing will not be fulfilling my order and that I won't be receiving my product. Obviously I have many questions as to why this is. Some of the products that I purchased ARE STILL available to buy on the website right now, even though supposedly they won't be giving it to the buyer. This is the definition of a scam. They made no effort to contact me or make a public announcement saying that they won't be fulfilling the orders, or anyone else who bought from them. I emailed both of the representatives and called them multiple times to no answer. (****** ******* and ****** *********.) I called the plndr hotline for the last time, and spent 30 minutes on the phone with someone who had no answers to my questions. She didn't know why I'm not getting my stuff. She didn't know why it got cancelled coincidentally after I filed a complaint through the BBB. Instead she offered me a 20% off coupon (which is almost an insult, because they offer 40% off coupons regularly) I hung up through frustration of her incompetence. What I think they did, is after my complaining they simply said they don't have my stuff so they could stop dealing with me, and figured some measly compensation would make up for a month of lying, and deceiving. This is by far the most disgusting customer service I have ever received, and anyone under the name of this scamming company should feel ashamed for their poor business actions.

Desired Settlement: An explanation for this. Why was my order cancelled. Why am I not receiving my products (even though I received products from the same clothing company in a separate order) An apology for this disgusting malpractice. Hopefully my order, because I know for a fact that they're just lying and they actually have the stock. Why would they continue selling it if they aren't actually receiving it? Gift Certificate compensation.

Business Response: As previously stated, when our buyers make a presell deal, we estimate that the items will be able to be shipped in 2 to 3 weeks. It can be more or less. Presell is a special request to the brand to make the merchandise to sell exclusively to our customers before anyone else. We have to wait for the brand to manufacture the items and then ship to our warehouse. Presell is different from regular items that are on the site because those items are already at our warehouse. Unfortunately in this situation the brand, ****** * *******, was unable to ship all the merchandise that was pre ordered. We contacted all customers, included **** ******, prior to Christmas (roughly 12/21/2012) to inform customers we would not be able to ship them their items from this deal. We offered all customers, a full refund, store credit + 20%, or an exchange.

We did apologize to Mr. ****** several times we he contacted us regarding this issue. Before we found out that the brand was unable to fulfill the order, each representative explained to the customer how presell works. We have attached correspondence with the customer (*************@hotmail.com) to show we did respond to his emails as well as apologized. We also apologized in the previous BBB complaint filed, “Per the BBB, This complaint was filed on 12/30/2012 9:58:39 PM by ****** ******. After reviewing the position of all parties, BBB determined that the business's response has resolved this complaint. This complaint has been closed as resolved.”

The customer did contact ****** ********* on Monday 12/31/2012 3:38 PM. ****** responds to the BBB complaints so she forwarded the email to ****** ******* who is a customer service manager who specifically specializes in presell. ****** called the customer prior to Monday 12/31/2012 3:38 PM. ****** had already left a voicemail for Mr. ****** apologizing for the issue and gave his direct contact information. The customer then chose to call our customer service line instead of Mr. *******.

Both Miss ********* and Mr. ******* have investigated the claims made in the BBB complaint. Furthermore, we found that only one item, The *** *** Hoodie in Charcoal and White, Size Large, is still on sale on our website. Even though have already refunded the customer, we have sent him this item, priced at $49.99 for free with free second day shipping. This is under Order # *******.

We apologize again for any miscommunication between PLNDR and **** ******. We have mailed a formal apology to the customer at the address provided (see attached.)

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.

No. This is not what happened. I never received an email saying that they wouldn't fulfill my order. They made NO EFFORT TO CONTACT ME ABOUT THIS. I found out from the voicemail for the first time over a month after I placed the order. Another item, The ******* Crewneck (Style # ********-RED) is also still available for purchase right now. I am reading the attached file right now. The person emailing ****** is NOT ME. I AM NOT **************@hotmail.com. I never received an email response from plndr. I am not rejecting this. I think besides a few issues, you guys have handled yourselves very professionally and I'm quite satisfied, however, if I were to accept it I fear that my remaining questions will not be answered.

Business Response: We apologize for any miscommunication. There is nothing more we can offer at this time as a full refund has been issued as well as a free product and gift certificate. We apologize again and appreciate your business.

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. Besides this little bump in the road i think you guys are great.
 

12/31/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered some clothing over a month ago. They said it was part of a pop up sale and that it would take 2-3 weeks to arrive. It's been over a month and it hasn't even shipped yet. Every time I call they give me a bogus answer, and they don't respond to emails.

Desired Settlement: I want an explanation for this horrible business practice and a formal apology.

Business Response: Wvery much apologize you have not received any information about your order.  Unfortunately sometimes there are delays/cancellation with the brand that we cannot control. We do our best to stay in contact with the brand to get a better idea of when the merchandise will ship and arrive at our warehouse to then ship to  you. Sometimes, the brand is unable to fulfill the order as promised which is what happened in this situation. We have refunded you $103 for your order as as well as issued a $30 gift code. (***************). We're so sorry about this and please feel free to contact the manager **** for any further questions.

Consumer Response: Hey guys,
It's okay, I appreciate your compensations, thank you.  I still want my stuff though. Am I going to get it? It's very crucial that I get it.

12/26/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I made an online order on PLNDR. For some reason it wasn't giving me a confirmation page, and the items were still in my cart. Unsure if it went through, I decided to call the company. After speaking with a representative I was told the order was not placed. She then proceeded to make a phone order with me. Later, after checking my bank statement I realized I was charged for both orders. I called the company and the representative apologized, cancelled one order, and said my money would be refunded. Four days later I check my bank statement and the charge was posted, and no refund was issued. I call PLNDR once again, and a representative tells me that a portion of the refund was processed and should have posted to my account, and that he will be processing the rest. After going through a series of questions with him, I was still unable to get an answer to why I had yet to receive my refund, and why I was only given a partial amount. It is ridiculous that I had to realize: a) my account was still charged b) i had yet to receive my refund c) that the first refund I see wouldn't be for the full amount and d) that I would now have to wait 3-5 more days for the second portion of my refund to be posted. It is the christmas season and I need my money. This was not a credit card, it is my personal checking account. After speaking to the representative, and a supervisor, neither could resolve my problem. It is very irritating that now after 4 days, I have yet to see my first refund and will now have to wait additional time for the remainder.

Desired Settlement: After dealing with PLNDR, and ********* a number of times I have never had this problem with this company. I am just annoyed and irritated that even after speaking to a supervisor that they couldn't make any greater steps towards solving my problem. I now must sit and wait for me to receive my funds back, that shouldn't have been charged anyway. I would like to receive a letter along with some sort of complimentary service (Coupon, discount,etc.) because I think a matter like this should have been solved in one, maybe two calls tops. It is time, and money spent unnecessarily. Thank You.

Business Response: We sincerely apologize this happened. A new order should not have been placed if there was already an exiting order and we apologize for the poor service you received. You should have been refunded in full for the order instead of being partially refunded.

Here is the history of credits to your account:
12/14/2012 3:31:52 PM  $64.36
12/18/2012 3:05:27 PM  $58.27

We're so sorry again that you have to wait for the additional refund and we will be issuing you a gift certificate in our apologies for the error.

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.

12/21/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Upon placing an order, I entered the promo code "*********" that offered 35% off of a $100 purchase. Once I got to the checkout screen I noticed that no percentage of the total order was deducted. I took many repairing measures such as refreshing the page, inputting my billing information again, and even clearing out my cart just to try it again. Every time I even attempted to follow through with the order, it would simply sent me to the checkout screen ONCE AGAIN. Finally I decided to call customer service, and to no dismay I remained on hold for over 30 minutes. Not only was that a huge inconvenience in regards to my phone bill due to limited minutes, but it also wasted my time. After speaking with the customer service representative for around 30 minutes, he was able to solve the problem. In sum then, a process that should have taken a mere 5 to 10 minutes ended up taking 2 hours. The website needs work. and customer service also needs improvement.

Desired Settlement: Honestly I either want store credit or my money refunded for the lack of customer service, frustration, and the immense waste of time I had to go through.

Business Response: We do apologize for  your frustration and trouble placing an order. Sometimes when there is a large volume of traffic on the site, especially during holiday season, technical problems can occur. We apologize that you had to wait a long time for your call to be answered. Currently, we have an average of 300+ calls coming in an hour. We are doing our best to help every customer as quickly and efficiently as possible. You did place an order with seven items. Though it should not take a half hour to complete an phone order, it does take a little longer than a standard order with less items. We see notes in our system from 12/3/2012 at 9:20:05 PM that you called in and explained the issue. The notes following are dated 12/3/2012 at 9:27:13 PM that the representative you spoke with called you back and left you a voicemail about this issue. We feel that since the rep followed up it shows we very much care about our customers and any issues they may experience while using our site.

11/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've tried to unsubscribe from the PLNDR.com emailing list numerous times by following the link on the bottom of their e-mails, and on the website itself. They still continued to email me. I also went to their website to try and find a way to delete my PLNDR.com account (there was no link anywhere to be found). Finally I sent an email to them about this issue, asking them to stop contacting me in any form, and to have my account deleted. They still emailed me offers and coupons. I sent another email about these issues, stating this was a violation of my privacy, and that if the next email they sent me wasn't about having my account deleted, I would report them. Lo and behold, today I received another email about some online offer. It's borderlining on harassment now.

Desired Settlement: I do not want to have any more solicitation from PLNDR.com and do not wish to be in any way a part of their business. I want my account deleted.

Business Response: We sincerely apologize for the difficulties you have had from unsubscribing from PLNDR. our email platform is having an issue processing unsubscribe requests. We do have a manual way to remove customers in the system and we have removed you from any email communication. Please allow a full 24 hours for this to process. We very much apologize for the inconvenience and we are working on fixing the unsubscribe issue.

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, as long as my account with PLNDR.com is deleted too.

11/19/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I got an email from them advertising a free watch and they mention multiple times that it isn't a lie you just needed to order something and enter a code and they would send it. I ordered a cheap wallet just for the watch because it looked nice in the pictures that were in the email, I even have a screenshot of the email. They sent me an email saying my product had shipped and I sent them 4 different emails asking questions. The first one was a confirmation that the watch made it into the order because it only showed the wallet on the receipt. The other 3 I sent were because the tracking number they provided did not work. It did not work until about 2 days ago and I never got a response from any of my 4 emails. I sent these emails within the span of about a week-and-a-half Well, the package arrived today and it was a pair of shoes that a ** **** *** ***** man would never wear, I'll leave it at that. I go to the address provided on the shipping receipt to return and it says I am not allowed to. I sent another email, my fifth one, but I don't think it's going to get answered so I did what I told them I'd do in my third or fourth email and I contacted the Better Business Bureau.

Desired Settlement: I just want a refund of the money. I don't want the watch anymore, I don't want the wallet. This has been terrible service and I can't even get into contact with their customer service.

Business Response: We apologize for any confusion you experienced when placing this order. We did receive your emails and responded in a timely manner. Attached is a document showing all emails were responded to along with the email response. Since the order was placed using promo code NICEWATCH, you should have received the watch in your order. The first representative who replied should have told you that you would receive the watch. The tracking number you were given shows the order was delivered (USPS: **********************). We apologize if there was a delay in being able to see this information on USPS’ page. The order was delivered on November 17.

All emails sent to questions@plndr.com were under ************@gmail.com. The order was placed under **********@yahoo.com. Without providing an order # or a correct email address, it is hard for us to locate the actual order in discussion.
We apologize that you received shoes instead of the wallet you ordered. We did issue a free return label to send back the wrong item for a full refund. The free return label is under UPS tracking # ******************. The tracking number shows the item is not yet back in transit to our warehouse.

We are unsure of why you felt you were unable to return the item as we do not have any language on the invoice that says you cannot return items. PLNDR’s policy is that you cannot return an item for a refund, but in the circumstance that you received an incorrect item, we would certainly make an exception.  We would be happy to issue a full refund once we see the shoes have been sent back. We apologize again for any confusion. Please check your spam folder for the replies to your emails.

Consumer Response: I am accepting because I don't want to deal with it anymore. I have photo evidence that you did NOT reply to any of my emails. I checked the spam folders daily and I kept getting your advertisements in but no replies to any of my emails and I have them all hooked up to my phone so I check more than 5 times daily. As long as the money is getting refunded I don't care. I went to your website to enter in the information to return it and that is where it would not let me. Late last night after I filed with the BBB is when the information to send it back came in. I took it to UPS this morning. I have no reason to believe that you responded to my emails. 

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.

11/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an email saying I have a $10.00 credit with the company by entering a promo code "******" with the checkout. I proceeded to get a $6.66 item just to test the promo code they gave me and it came to $13.66 with shipping and handling. I was okay with $3.66 coming off of my credit card. There was no way to see if the code worked without me entering my credit card information as I was using the iPhone application they put out. I hit check out thinking it would validate the code before making the purchase on my card after double checking the code with the email I received from their associate named "*****". When the next page came up it said the discount didn't exist and all $13.66 was taken out of my bank account. I already have a hold on my account from the purchase. I didn't plan on buying this item I just wanted to test the code.

Desired Settlement: I want a refund of a full $13.66 to my card. I have tried 5 times calling the company and emailing them from their site. The email from the site said error. The phone calls disconnected every single time after holding for around 5 minutes every time.

Business Response: The promo code ****** was only valid for items $10 and above, not including shipping. Though the code was applied, it did not work to deduct $10 from the order.  We do have the ability to apply a code to an order before payment is submitted on our site. We apologize you were not able to have the same functionality on the app. Unfortunately this order has shipped under *** Tracking Number: **********************. We’d be happy to provide you with a free return label if you no longer want the order and a full refund can be issued once the item is on the way back to our warehouse. We apologize you were not able to get in touch with customer service team. Please ensure you have the correct phone number 866 WE PLNDR (866-937-5637) and our email questions@plndr.com.

Consumer Response: i would like the free return label

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.

8/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I placed an order #******* on July 29 2012 and I received an order on August 06 2012. The items did not fit and I returned them for store credit as their website guarantees. I have returned all the items via USPS tracking
# ******************** and they received the items on Mon 08/13/12. It has been 9 business days from the day they received the items and my return status still "Your return is currently pending and should be processed shortly", so I contacted plndr and they responded "Your returned item(s) for RA# ****** has been received and checked back into our inventory. Please allow up to 7 business days for the return process to be completed.
We will notify you again via email about your credit or exchange once it has been processed.", and I replied the e-mail asked them why I have to wait 7 business days more. After that, no response at all.

Desired Settlement: I want my money back. Plain and simple. NO MORE DELAYING giving my refund.

Business Response: We very much apologize for the miscommunication and delay in processing your return. Your return was indeed delivered 8/13/2012 and processed on 8/23/2012. This is passed the standard processing time and we apologize for the inconvenience this caused you. Your store credit has been issued and you can find the code in your account. In the future, please feel free to call us directly at 866 WE PLNDR to receive immediate assistance.



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.

8/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The company has failed to provide me with an exchange which was arranged early in July. In trying to resolve this issue, I have repeatedly been ignored by customer service. The original order was placed on June 17th, 2012 (order # *******). This order included two pairs of pants that I wanted to exchange for a different size. A return/exchange was set up through customer service on July 2nd (RA# ******) to have both pairs exchanged for a different size and the package was sent by me on shortly thereafter. On July 25th I received confirmation that the return was received and the exchange would be sent out shortly (new order # *******). I received a phone call from customer service to set up a $5.00 payment for shipment for this return. In looking at the details of the new order on my account, only one pair of pants was included. When I returned the phone call to set up shipment I pointed this out to the customer service agent and was told she could not help with this and someone would call me back. I received another phone call, again only to collect the shipment fee with no resolution to the issue of the missing pair of pants in the exchange. On August 3rd I emailed customer service at the address on their website (questions@plndr.com) and received no response. Also on August 3rd, I directly contacted the customer service agent who arranged the original return (‘******” at: notifications-support@karmaloop.zendesk.com). While I waited for that response, I received an email from customer service on August 6th stating that the exchange had been cancelled because I didn’t set up return shipment and I would be receiving a store credit. I emailed customer service and filled out their online form to resolve this, but neither of those communications generated a response. I received a response to my August 3rd email to ****** on August 7th stating that they would have to check with the warehouse to verify that both pairs of pants were returned. After a brief email exchange on that day she wrote “I'm just waiting for the warehouse to confirm the returned items and we can take it from there.” I received no response after that. On August 17th I noticed both pairs of jeans were again available on their website in the size I requested. That day I contacted ****** again by email for an update and requesting the exchange be processed. Again, I received no response. Now August 22nd, I am still awaiting a response and don’t expect one. I have been ignored multiple times now, by phone, by email, I filled out on online form and contacted the agent who set up the return directly….all ignoring the fact that the exchange was short one pair of pants.

Desired Settlement: At this point I am still willing to accept an exchange on BOTH pairs of pants. If this can’t be done then I expect a full refund for BOTH pairs of pants and am not willing to accept a store credit. I understand they had a major warehouse move in the time this exchange took place and perhaps they lost track of the second pair, but I assure you both were returned. Frankly, that they have ignored me repeatedly is unprofessional and I don’t expect I
will be a customer of theirs in the future. Store credit will force me to remain a customer and I’m not willing to accept this.

Business Response: We're very sorry for any miscommunication or lack of response you received. After looking at the account history, the order was actually *******. It looks like the return was only set up for The Grey Wash Denim, not the two pairs of pants. We apologize for the error. After becoming aware that both item were returned, we did email our warehouse to confirm that both were sent back. This is standard procedure as we cannot exchange or credit for items without confirming they have been returned. We'd be happy to send out the two exchanges next day as well as let you keep the store credit that was already issued. We have addressed the issues with the representatives and ****** will be emailing the customer to apologize for the misunderstanding.

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.

8/21/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: i placed an order on June 22 2012, June 29 2012, and July 23 2012. the ones i ordered on the June 22nd still has not shipped and their reasoning behind was it was a presale item and it takes up to 3 weeks... its been way past that and still telling me the same excuse. the order i placed on June 29 was finally shipped. i received an email saying it was delivered on July 31st but i never received it so i called them and asked about and the person i spoke to guaranteed that i will receive it in a day or two but that never happened in fact i checked the tracking number provided and the item was supposedly in Pennsylvania. i'm from Illinois so it doesnt make sense and the person whom i spoke to told me to call or email him if i have any issue regarding this shipment and he will personally deal with it so i did and no response to the email i sent and never answered or returned my calls either. i called
again after the weekend was over and i spoke to someone else and i asked about the order once again and she said that it was sent back to them and that they attempted to deliver it but no one was home to receive is. however i disagree with that statement because the shipping address i provided was my work address and i was at work that day when it was supposedly delivered because i was waiting for it and there was nothing that day. so then i asked them about when they are planning on shipping it back to me the representative told me that unfortunately one of the items i purchased was out of stock and they can offer me free shipping plus 20% off which doesnt make sense so i asked her if it was just sent back to them so how is one of my items already been sold to someone else? and why would they do that to begin with if someone else has paid for it already. no response also as
far as i remember the company's CEO had a message to everyone saying that if one of your items that you paid for is out of stock then he is offering 50% off plus free shipping and not 20% but after they way handle things i didnt wanna buy anything else from them so i asked her to refund all the orders i placed that hasnt been shipped yet she said she will email the warehouse (yesterday 8/6/2012) to tell them to cancel it so i can get a refund
so i said ok thats fine and she also insisted that i speak to a manager regarding the situation to see what they can do for me, i really didnt wanna do that but she insisted so i waited for a manager to get on the phone and the representative got back to me and said the manager is busy dealing with someone else and that he or she will call me back to address the situation as soon as shes done. NEVER DID. so today (8/7/12) i receive an email saying that one of my items is on its way (after i told them i dont want anything from them anymore) they shipped it anyway so i had to call them again to tell them to cancel my orders and i want all my refund and not a penny less. honestly if the manager was responsible enough to call me back then this wouldnt have happened or i may have even kept the order but instead they chose to continue their bad business ways and just ignored my problem.
i will never ever buy anything from plndr or karmaloop ever again because this is the worst business/service i have ever received.

Desired Settlement: i honestly dont want anything from them not a discount, free item or anything like that i simply just wanted honesty and not give you the run around about what was going on with my order. i would also like an apology for the inconvenience from someone from that company and nothing more. and i just want my refund for all the items that i ordered that i did not receive

Business Response: We very much apologizefor the frustrations and issues that you have experienced with us. Order *******, placed on 6/22/2012 was canceled. We do apologize for the issue with your presell ****** item. It can take 2-3 weeks or more for the item to be manufactured and delivered to our warehouse, which is why we list this disclaimer in red lettering on the item description, in the checkout process as well as in your order summary. Unfortunately sometimes there are delays with the brand that we cannot control. We do our best to stay in contact with the brand to get a better idea of when the merchandise will ship and arrive at our warehouse to then ship to you. Unfortunately we cannot control how fast the brand can get us the products as they are making these specifically for us to send to the customer before any one else has access to them.

In order ******* placed on 6/29/2012, this order also contained a presell item (The ****** **** in Black by ************). This was delivered as of August 6. Reference tracking #: UPS Tracking Number: **********************. You have been refunded $21.71 for this order.

Order ******* placed on July 4 was canceled due to no payment made on the order.

Order ******* also contains a presell item (The ******* ***** ******* *** in Black in ******). It was shipped UPS Tracking Number: ****************** and is scheduled to be delivered today. We did request that our warehouse ask UPS to return this to sender. if the package is delivered, we'd be happy to provide you with a free return label and refund the order once it is in transit back to our warehouse. The ******* ****** iPad Decal in Multi is a drop ship item and will be shipped separately.

We do not see any indication of a customer service rep indicating that a manager must speak with the customer but we will be looking into this as we always advise reps to take care of the issue to the best of their ability. A manager would never not call a customer back. We very much apologize for these issues. Please feel free to contact me directly at ****************@karmaloopsupport.com with further questions.



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.

Well, like i said the manager didnt call and your rep insisted that i speak to one and put me on a brief hold only to tell m that the manager was busy and that he or she has my info and will definitely call me as soon as he or she gets done with the other customer. honestly had the manager been responsible enough to call me back then i wouldnt have to worry about having to ship back the item that i no longer wanted when i specifically wanted it cancelled before they even left your warehouse. its inconvenient that i would have to go out of my way to go to a UPS and drop off your package and then wait for you to give me my refund. totally unacceptable

 

 

Business Response: As of 8/8/2012, the tracking information for order ******* states A correct company or receiver name is needed for delivery. UPS is attempting to obtain this information. / A postcard has been sent to the recipient requesting that they contact UPS. We will be requesting this package to be returned to sender. We will be refunding you for this order. We apologize again for your dissatisfaction and hope you do contact us directly with the email provided in the future to ensure quality customer service.



















8/13/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: on july 6th i visited plndr.com. i completed an order based on their promo code "**********" which offered 30% off and free shipping ($8 off intl shipping as i live in HI) when proceding to check out my order was 79.99 and i entered in the promo code. i was shocked to find that their normal shipping charge of 9.95 to hawaii was more than doubled to equal 21.95. after this i decided to see what would happen when removing the promo code. sure enough the shipping price switched back to 9.95. there was no change in my order so weight and items ordered were exactly the same. i had documented this by taking a screen shot and emailed to the BBB that same day. i
chose to do so as i have had previous complaints with the company in which i was told since i live in HI there are exceptions. i clearly read there terms and it states that international shipping would receive an 8 dollar discount.
it also should be noted that they state they ship internationally via DHL. not once have i received a package from DHL. every package has been sent UPS. i see this companies advertising to be misleading and deceptive. i have
had no problems with their products or service other than their blatant number manipulation when it comes to advertising and the final checkout.

Desired Settlement: i would like them to adhere to what they are advertising. not manipulate numbers in such a way to cover a potential loss in profit. whomever wrote the code needs to test each one thoroughly for every possible shipping locale or perhaps develop a special code for customers outside of the lower 48 states. i expected to receive a discount on the items ordered and at least some kind of reduction in shipping charges. instead by using their promo code to
lower my order total it actually increased it by more than 10 dollars.

Business Response: We apologize for any confusion or discrepancies. We do not mean to mislead customers by any means. We have attached a copy of your order history. There is not existing order for July 6 therefore we cannot look into that issue. We apologize if the shipping charges changed. Please very you selected your shipping address prior to entering any promo codes as this would affect the price. We have always shipped orders to Hawaii through UPS and apologize for any confusion on that matter.

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.

"There is not existing order for July 6 therefore we cannot look into that issue" Of course there is no order because when i saw the huge discrepancy in shipping charges and I immediately canceled the transaction.   

8/12/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: On June 27, 2012 I ordered two snap back hats from PLNDR with standard shipping. They failed to notify the customers that the company was changing warehouses and that there would be shipping delays. I had to ask customer service myself a week later on July 4, 2012 if there were shipping delays. The customer service rep told me that there were shipping delays and orders would go out in the order they were received. It has been 11 days since then, which makes it a total of 18 days where I have received no information and no response from customer service regarding my order.

Desired Settlement: I would like my order canceled, the total amount I paid for my items, $44.98, plus shipping, $9.95, for a grand total of $54.93 returned to my card, my account with PLNDR deactivated, and my personal information in PLNDR's database, permanently disposed of.

Business Response: We requested to have this package intercepted on July and the order was returned to our warehouse. The customer was refunded in full for $54.93 previous to that on July 16. We apologize for any frustration or dissatisfaction with this order. We are unable to remove the customer's information from our system since we must have record for the transaction(s).

8/10/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I placed two orders with Plndr.com. Order #******* was placed on 6/20/2012 and order #******* was placed on 6/22/2012. The website clearly stated that their warehouse was moving and that all orders would be sent out on 6/28/2012. To expedite the process and make sure that I received at least one of my orders on time, I asked for 2nd day shipping. The shipping policy for expedited shipping reads as: "Expedited Shipping is available to contiguous mainland USA customers only. Expedited Shipping orders must be placed before 7PM EST for it to go out the same day. Expedited Shipping orders placed on Friday after 11AM EST - Monday 11AM EST will arrive on Tuesday." I requested expedited shipping last week. My package still has not arrived. I have called seven times about my order and each answer is vaguer than the last. I was originally told that my order would be shipped out on 6/28. I called again because the representative did not seem confident in their response, and I was then told they would ship on 6/28 or 6/29. I called on 6/29 and was told that my orders should ship out 7/2 or 7/3, and if I didn't get a shipping confirmation on 7/2 that I should call them. I called on 6/30 again in the hopes that some miracle had happened, but that wasn't the case. Plndr.com was nice enough though to refund my shipping fee. I called again tonight and was told that my order should ship out by the end of this week but I can not be given a date. I was also told that no customer has received their order. This is a gross way to conduct business. I do not want t cancel my order but I feel that Plndr.com should do something to make this up to their customers. Two weeks of waiting for a $300 order is absolutely ridiculous. They also should stop accepting orders. Why are they accepting orders when people from two weeks ago haven't received their orders yet?! They should have a concrete day of when items will ship out.

Desired Settlement: I want my order and a concrete date of when I'll receive my purchase.

Business Response: We did move our warehouse from June 18 to June 28. We moved 450,000 items in 68 tractor trailers and then had to individually check in these items. We did start shipping again on June 28th but unfortunately it was virtually impossible to know when specific customer's orders would ship when. We also had 25,000 orders to ship by the time the move was complete and it was virtually impossible to ship all these orders in one day. The other reason why we were not able to give an exact ship date is because some items arrived before others. We did not have any record of what was on what truck and when it was supposed to arrive. Furthermore, for customers who had multiple items in their order, it was possible that their items arrived at different times causing further delays. Order ******* shipped: ****************** and order ******* shipped: ******************. We apologize again for the delays.

Consumer Response: First of all, Order #******* was not mentioned in my complaint, order #******* was.Secondly, After weeks of waiting, I was finally sent an email on 7/14/2012 telling me that Order #******* was cancelled because some stock had been stolen.Third, I am well aware of the difficult situation your company had in regard to the warehouse issue. What I did not appreciate is being constantly told that my order would ship on a specific day, only to find out it was not going to. Yes,
I did receive my order and I'm content with it. But I did not appreciate the all of the ill advisement.

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. 

Business Response: We apologize again for your frustrations with the situations that occurred. You have been refunded as of July 17 for the canceled order. We will also issue you a $25 gift certificate in our apologies for your dissatisfaction.

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.

8/4/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have ordered over 500$ worth of clothing from Plndr over a month ago, Which they promised would only take a week to ship out, It has now been over a month, and the few order I have recieved are not correct and items are missing from them. I've called them over and over trying to get an explanation but no one can seem to give one, they have taken ALL of my money and I have yet to get anything to show for it. My order I have just recieved is missing a bunch of clothing, I can't get any answers for any of my questions or problems, and they won't give me a refund. I want my money back, this company is a lying, thieving one. I've repeatedly asked the customer service reps for a refund and they will not commit to it, I've spend over 50.00 on shipping alone, I regret even purchasing from this website

Desired Settlement: I would like to be reimbursed for my items, I've been out of my money for so long now, I would rather not purchase another item from this website. It is just complete theft. I'm furious.

Business Response: We completely understand your frustrations with having to wait so long for your order and then finding out your items are not in stock. We moved almost a half a millions items to a new warehouse and did find out that some items were missing after checking everything into stock. It’s a huge transition for us and unfortunately nothing can go 100% perfect as we would like it to. We sent members of our staff down to the new warehouse to help out and try to find some of these missing item. Unfortunately what seems to have happened is our old warehouse miscalculated our stock which is why we are missing about 15,000 items at this time.

Order *******: Shipped UPS Tracking Number: ******************
The Bo Cant Rap Tee in White was out of stock from this order and we refunded you in full for the entire order, not just the item. The refund amounted in $66.94.

Order# *******: Shipped UPS Tracking Number: **********************
You complained that the items looked differently than they did on the website. We made an exception to give you a free return label for the issue. Our returns policy requires customers to pay for return shipping.

Order# *******: Shipped  UPS Tracking Number: ******************
We refunded your shipping cost of $7 for the inconvenience for the delay. We also issued you a refund of $48.16 for the out of stock items.

Order# *******: Shipped UPS Tracking Number: ******************
Order# *******: Shipped UPS Tracking Number: **********************

For the orders in which you had out of stock items, we offered you 50% off a new order of similar value. We apologize again for the delays, but again this is a one time situation.

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 payed for the following items which i have not received. you have stolen my money. The missing items are as follows: og rigid jeans, klepto bismol shorts, cake club tee in purple, shuffler chino shorts, bo cant rap tee, and the following shipped are defective. Fly society cutoff shorts, and spool & thread denim jeans and the 191 unltd. buttondown. they areball incorrect and i already payed for them  a 50% off my next order will not suffice as i am missing the money from the items you guys have not ahipped, but charged me. Regards, ******** ********    

Business Response: Attached is a copy of the refunds for each of the items listed. For the defective items, please email l************************************ with pictures of each defect. We cannot guarantee that we can assist you with these defects until several managers have reviewed the product pictures.

8/1/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: its been a week since i have not received my items. i made another order with karmaloop the company that runs PLNDR the same day and i got already. i contact them on their website and this is all they say: Well I see that your order has an interchange number with our warehouse which means your order is being prepared to be shipped out ASAP.You will receive an email with your shipping and tracking information once your order has been shipped. We apologize for the delay and appreciate your patience. Enjoy your day. When purchasing i was not told they were making a warehouse move, i was willing to wait but its way to long, when purchasing they tell you that it will be shipped in two business days. i got an email the 25th giving me 25% off and free shipping informing that their warehouse move was finally done so i dont see why my items havent shipped. After i got that email a few days later i made another order and i requested an update but they said the exact same thing, so thats when i got worried, the email said they were fine but they say their still having problems i tried emailing and calling them but they dont answer. i get the same answer online so i decided to file a complaint.

Desired Settlement: i want my orders to be shipped, if possible to mail both my orders together with expedient shipping.

Business Response: We apologize for the delay in shipping your order. Our warehouse move is complete, but unfortunately a few orders have been affected. This is an isolated incident and apologize for the inconvenience. Both PLNDR order's have shipped with the following tracking numbers:

UPS Tracking Number:
******************


UPS Tracking Number:
******************

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.

7/16/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have made numerous purchases on PLNDR and have always been satisfied until now. On 6/25/12 I went on the website and ordered a pair of pants that were $32.99. PLNDR was offering free shipping with purchase of $50 or more plus a $15 dollar credit towards a purchase on $35.00 or more. It stated that was due to incovenience of shipping delays due to PLNDR moving warehouses. It actually stated under the product that it would not ship until 6/28/12 and that I would recieve my 15 dollar off coupon by 7/1/12 via email. The very next day I went on the PLNDR website and my pants were now 19.99. I didn't complain given that I had already ordered the product from them. On 7/2/12 my product still had not shipped. I called to ask if I get could get the pants for the 19.99 instead of 32.99 given that my order still wasn't even processed. They stated there was nothing they could do for me and that actually the orders weren't supposed to be shipped on the 28th at all they were going to start being PROCESSED on the 28th in the order in which they were recieved and that my order would ship "somtime" this week. It has been 8 days now since I ordered this product and it still hasn't been shipped. To top it off I never recieved my promised 15 dollar credit. I had to call and find out why I didn't recieve it. I finally recieved it via email today and to my suprise it states the coupon expires if I don't use it within 48 hours!!! I was never told prior to spending more than 50 dollars and waiting this long to recieve my product that I would get some coupon that would only be good for 48 hours. If they are going to do that in the future I highly suggest cutomers are aware of this. Therefore, I feel I never recieved any type of special reward for waiting this long for my product to be shipped. By The way.. The jeans were also advertised under the men's section, however they ARE women's jeans... Sales@plndr.com Jun 25 (8 days ago) to me Hello *******! Thanks for your order on PLNDR. We're moving our warehouse, so please bear with us as there will be shipping delays. Orders may not ship until June 28th. We'll send you an email once your gear has shipped. Don’t be stingy share the dope items you purchased with your people.  Again its well past the 28th and my order has not shipped. PLSHIP15: FREE SHIPPING ON ALL ORDERS OVER $50 + FREE $15 CREDIT (CREDITS ALLOCATED VIA EMAIL BY JULY 1ST, 2012 & WILL ONLY BE APPLICABLE ON ORDERS OF $35 OR MORE): coupon code for the 15 dollar credit which states it would be sent by the 1st and states that I can use on orders of 35 dollars or more. No where does it state the coupon expires...

Desired Settlement: store credit for the difference in the price of the pants and I want my 15 dollar credit to be valid for more than 48 hours( as I was never aware it would only be valid for this long). I would like my item to be sent with expedited shipping. I would like to come to some type of resolution as I am a frequent PLNDR shopper. I did not want to have to file a complaint but have called and sent several emails without resolution so far...

Business Response: We sincerely apologize for the delay in shipping your item. We recently moved over 450,000 items from Ohio to Kentucky and had 25,000 orders to ship from our new warehouse. This order shipped under UPS Tracking Number: ******************.  We have extended you $15 gift code to expire at the end of this year as an exception/ We apologize for any inconvenience this has caused. In the future, it will not take this long to receive your package as this
is a one time situation that we are moving our warehouse.

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.



6/7/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On may 8th i Used a coupon code on this site which made my first order free however I was still charged the full amount. I even tried contacting the company several times before my order was fulfilled to either refund my money or cancel my order. I was not contacted to this day from the company.

Business Response: The coupon used with this customers order was for $15 off an item of $15 value or more not including shipping. The item the customer purchased was $8.  Unfortunately we will not be able to refund this customer for the purchase as the code does not apply to the order.

4/12/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Order #******* Order made 2/23/2012 I bought a pair of the ****** **** ***** ***** ***** Sneakers in White and Black. These shoes look like paper. They were advertised as leather but REALLY were made out of cardboard.
They came shipped in a box wrapped in duct tape over priority mail tape. I want a full refund issued to my pay pal account plus the shipping costs refunded. That is what they confirmed via email to several different people. Delivery confirmation says the package should was delivered on the 21st of March ********************.  I want my refund. Why is it taking so long and why do they never respond back?  It took over a week for instructions on how to send the shoes back.  They owe me $90 for the cardboard shoes and 11.46 for the shipping costs.  They said they would reimburse me the cost of shipping.

Desired Settlement: I want my $90 plus return shipping costs of $11.46 refunded to my paypal account. ************@gmail.com

Business Response: We sincerely apologize about the poor quality that was received by this outside vendor. We requested that the customer send to our corporate offices our customer service team as well as the head of PLNDR could look at the shoes. We told the customer we would refund shipping costs and the item upon review.  USPS ******************** tracking number shows the items has not yet reached our office.  We cannot resolve this complaint or the PayPal dispute until the item has been delivered.

2/14/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: So PLNDR conducts a flash sale (a sale that occurs with no advance warning and only lasts for a limited time). One item was being sold at a very attractive price in my size so I ordered two. The fine print says that this item is a presale and that it may take 2 -3 weeks to receive the item because the seller did not yet have them in hand. I paid with a credit card and received an email with a confirmation number and other information closing the sale. A day or two later PLNDR added more items to the same sale which was ending soon. I bought another item from the same sale. Altogether I spent about 450 dollars during the sale. A couple days after the sale ended PLNDR notified me that all three items from two separate orders were all out of stock and my orders had been cancelled. They stated that money would be refunded immediately. Words cannot describe my disappointment. I called their customer service number and the associate responded as if he was very accustomed to dealing with situations like mine, and did nothing more than apologize repeatedly as if it was business as usual for him. I could understand if there was some kind of anomaly with their inventory system and they miscounted by one and maybe one out of three items was out of stock-- but three out of three? That points to a pattern of deceit. Apparently before they take delivery on the product PLNDR will take an arbitrary amount of orders for it. When they finally get it and count it up they ship what they have and cancel everyone else. Terrible business practice!

Desired Settlement: I want what I ordered. I want PLNDR to honor the sale and the confirmation I received. Otherwise PLNDR should take a serious look at improving the manner in which they do business because it appears that they are misleading and scamming customers.

Business Response: The customer ordered items from our Sneaker Boutique sale. All Sneaker Boutique items are shipping directly from that company. Due this fact, when our warehouse received the orders, they marked the Sneaker Boutique items out of stock which caused the order to be automatically refunded. We became aware of this issue Friday afternoon. Unfortunately, the customer called us 10 AM Friday morning when we were not aware of the issue. The notes in the order state, "tried to explain to customer why orders were OOS but he hung up before i could explain further explain the matter." We then contacted the customer again to explain the issue and to let him know we did still have the items in stock and we would be able to ship them. The customer then resubmitted payment for the order and it will be shipping shortly. Contact between us and the customer after explaining the issue was positive and we wish the customer had been aware of the error before filing this complaint as this was not a scam in any way.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns.   PLNDR/Karmaloop has done everything within their power to fix this issue since they found out about it.