Complaint This company refuses brand new and gently worn clothing I came to Platos Closet and brought a large bag of very gently used clothing into this store. The young lady that looked over my things to see if they would want them didnt want not ONE item, stating that they were not good enough and because some of them werent name brand. Although I looked around their entire store and mostly Everything in this store was clearly damaged and very worn out. I took pictures also. This company only accepts what they want to depending on the person who looks at your items. I contacted this store by email thinking a manager would respond or contact me back about this and No One did. It clearly shows how Unprofessional they are when it comes to customer complaints about their store. There are a lot of Young kids who work in this store. Also mostly everything they had for sell was clearly damaged, faded, scratched, etc but they accepted these items and didnt want the clothing I tried to provide to them that had only been worn Twice! The things they had for sale I wouldnt let my Dog wear! Another time I brought in very new items that had never been worn and they didnt except those either. They also want to buy things from you for little or nothing and they sell it in their store very expensive! They rip off their customers and something needs to be done about this company! It makes all the Platos Closets look very Bad! I will not be providing service to this company again!!
Desired Settlement If you're undamaged clothing going to advertise that you purchase gently used dont lie about it and turn away customers who have just that! If you wanted items my dog would wear I would be more than happy to bring in those clothes! They accept damaged, faded, very used clothing and that isnt fair to those who bring in the good clothing! Very Dissatisfied with this company the mangers and employees! No thankx! They wont be in business long with this type of behavior
Business Response Dear Emilee -
We were notified immediately of your instance you had in our store. My manager assured me they did their best trying to explain to you what type of clothing and accessories we purchase.
They used our handouts explaining the types and age of the clothing we buy. We pay cash on the spot for gently used Teen and Young Adult casual clothing from the last 1-2 years. Meaning they need to be teen brands and styles that the customer has bought in stores in the last two years.
We do not buy ALL types of clothing, just because they are gently used. There are other Men's, Women's and Children used clothing stores for the other types of clothing we do not buy. We cannot be everything to everyone. We have handouts available to everyone with list of example brands and pictures of the current styles in our fashion range.
I wanted to call you to help explain our process further however, you never left a phone number to be contacted.
We are proud that were named "Favorite Resale Store" by Locals Love Us. We have been featured on KFXK Fox in Tyler several times - having our managers go live on TV with the morning show explaining what we look for in clothing and accessories.
To date, we have bought in excess of $1.9MM in clothing from customers since 2012. This money was then put back into the economy of East Texas. We are very proud of the fact that customers can sell their clothing that they no longer use to us on a daily basis. We pay 32-41% of what we sell items for in our store - and we do that in cash every day.
Emilee - You can call me anytime at the store in Tyler. Our number is 903.534.2956. If I am unavailable, I will call you back on that business day.
Please let me know if there is anything else I can do to assist you in understanding our business model. I hope to speak to you soon.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Tyler & Longview TX Serving 19 East Texas Counties. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company 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 company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and 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 and services are available at all Better Business Bureaus.
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
Customer Review Experience
5 points per review
3 points per review
1 point per review
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business. Details
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
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.